Complaint: Unable to reach customer service or access my funds

on 09 November 2020 about Direct Express in category Payment Providers

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My complaint:

I was forced to have my social security checks directly deposited into the Direct Express Mastercard. I do not know what the PIN number is – I cannot access the funds, I cannot change the pin without knowing the pin. After holding for a hour I some someone who sent me to an automated system which did not recognize my card number. After calling again and holding for another hour, I got another useless person who said I could reset using my social and sent me to them automated system. Once I got past the social, it asked for the PIN which I do not have. Right now I am on hold for the 5th time, 60 minute wait time this time. It is nearly impossible to reach someone in a reasonable amount of time, and even more impossible to actually get someone helpful. This is why I am filing my complaint on Complain.Biz – nobody given the choice should EVER choose this card or method to manage their funds.

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Justified complaint?

Suggested solution:

Direct Express could resolve my complaint by actually putting a person on the phone, within 5 minutes, who actually listens and understands the problem, and follows through. It would be nice if someone helpful could actually call me back to resolve this complaint.

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