My complaint:
So I call direct express on a public phone in a shelter I reside at because I lost my cell phone and wanted to check my balance.
Usually the call starts off with the automated menu that resolves the reason why I called. (without having to talk to a live person.)
But this time I call and it automatically sends me to the fraud department and right off the bat without even knowing who I am they tell me my card information was stolen and I was required to send them a copy of my ID via e-mail or fax. Then they asked me a bunch of weird questions.
The customer service person was very rude, and they have the nerve to be inpatient with me after spending hours and hours waiting for them to answer!!!!!!!!
Suggested solution:
Fix the issue, apologize for the attitude, and don't make me wait sooooooooooo long on hold.
