My complaint:
Expired card replaced after first one sent to wrong address. Newly issued card cannot access ATM machines at two different locations. No sense in calling Direct Express if you cannot call six times and wait 20 minutes for a live agent.
Agent not able to help and denies any problem on their end was forced to order new card and pay another two day shipping fee. Their customer service is a disgrace for a treasury funded operation. The bank provides no website support if problem occurs. Their service may have been better a few years ago but since their contract renewal it is poor almost non existent.
Suggested solution:
Train and hire better customer support agents. Fix their phone system so the you can access human support faster.
I WANT A CARD THAT WORKS WITHOUT HAVING TO PAY THEM TO REPLACE. ITS MY MONEY THEIR PLAYING WITH AND IT NEEDS TO IMPROVE THEIR INTERNAL SYSTEMS.
