Direct Express complaint: International approval failure

There is no way to authorize international use from the website, or the app. You must call and talk to an operator. The phones are often down, where after going through a long series of s, you finall reach a recording stating they are receiving a large number of inquiries, and you must call back later. You are then disconnected after spending 10 minutes to be dumped.

If you are lucky enough to reach a human being, you then have to repeat every step you just concluded to reach the rep. Describing the debit card doesn’t work and needs a block to be lifted from MasterCard (I’ve done this so many times, and the pattern is ALWAYS the same, so from previous explanations I can share their excuses which NEVER vary), the rep will put you on hold while they consult a supervisor. About 10-20 minutes later, they relate you need to be transferred. After a five minute wait, you are handed off to another rep who also repeats every security step – which is now for at least the third time.

Explaining again the need to lift the international block, the rep again leaves to verify things on their end. When they return they say they can help, just stay on the line while they do so. About ten-fifteen minutes later they declare the issue is fixed – with a reminder this process must be repeated again in six months if you remain out of the country.

However this first “fix” never works. After finding your card declined again, you call again, repeat the SAME EXACT PROCESS, step by step, wait by wait, handoff by handoff until again you reach another supervisor at the end of the line, who apologizes, stops at the same spots, gives the same explanations, and adds at the end that the previous agents made just one little mistake at the end of the authorization process – but that’s all good now.

And it is. For another six months, when the ENTIRE PROCES is repeated like the movie Groundhog Day.

Why is this be such a difficult process? Why can’t it be done on the app? Or the website? Why are the phone lines down so often? Why aren’t there enough operators to handle the call volume? Why can’t this authorization be handled from the s? Why can’t the first operator solve the problem? Why can’t the second supervisor solve the problem the first time? Why can’t the process be easier after going through the first punishing gauntlet?

Is there no audits of this system? Is this really so difficult?

Talk about a mindless disconnected unaccountable arrogant machine incapable of learning, evolving, or serving a common repeating need.

Fix your broken system. PLEASE!!!!