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Business Profile

U.S. Government

U.S. Direct Express

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in U.S. Government.

Complaints

This profile includes complaints for U.S. Direct Express's headquarters and its corporate-owned locations. To view all corporate locations, see

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U.S. Direct Express has 7 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was having my social security check deposited into Direct Express and i changed to **********. Direct express has one of my checks of $493.00 that was issued to me from Social Security on May 3, 2025. Direct Express refuses to refund my money of $493.00 and refuses to return the check to Social Security. I called and called and they Direct Express does not want to resolve or return my money. I went to social security and they told me that Direct express has to return the check or money to social security so they can reissue the check to me. Please resolve and have Direct express send me a check to my home address or return the funds to social security office. All they do is give me the run around and put me on hold and dont want to get a manager on the phone to resolve. I am 68 years old and this is uncalled for.

      Business Response

      Date: 06/12/2025

      Dear Better Business Bureau, 
       
      I am in receipt of the complaint submitted to your agency by **** ******* who is concerned about his Direct Express card and speaking with a Direct Express **************** Representative. 
       
      I have escalated his complaint to the Direct Express ************************** He will be contacted to assist him in resolving his card concerns.  
       
      Additionally, he can contact me if he has any questions, I would be happy to speak with him.  
       
      Sincerely, 



      **** Guerra 
      Assistance Vice President  
      Corporate Quality Complaints Analyst 
      **************************; 
      ************

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Unable to use care with available funds it is Prepaid card they ********** has blocked and able to remove I was told to use another form of payment instead I have been in hold for an hour for an supervisor

      Business Response

      Date: 06/10/2025

      Dear Better Business Bureau, 
       
      I am in receipt of the complaint submitted to your agency by ******* ******* who is concerned about her Direct Express card and speaking with a Direct Express **************** Representative. I have escalated her card concerns to the Direct Express Cardholder **************. She will be contacted to assist her in resolving her card concerns.  
       
      Sincerely

      **** Guerra 
      Assistance Vice President  
      Corporate Quality Complaints Analyst 
      Comerica Incorporated  
      ************ 

      Customer Answer

      Date: 06/10/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ******* *******

    U.S. Direct Express is NOT a BBB Accredited Business.

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