Direct Express, Payment Processing Services

This prepaid debit card allows Social Security and Supplemental Security Income check recipients to receive their benefits electronically.  Some users of this prepaid debit card allege they have experienced delays and difficulty resolving claims when funds were taken from their accounts without authorization.

If you experience unauthorized or fraudulent activity on your card or account, contact the company immediately. Direct Express urges consumers to call their Customer Service Department within two business days after the transaction to file a dispute and so that the card can be deactivated. You can also write to the business. Be prepared to provide the following information:

• Your name and Card number.


• Why you believe there is an error, and the dollar amount involved.


• The approximate date when the error took place.


• Your contact information so they can communicate with you.

An investigation will ensue and a determination as to whether there was an error should occur within 10 Business Days after a claim is filed. If more time is needed, the investigation may take up to 45 days however, the bank will credit your account within 10 Business Days (20 business days for new card accounts opened less than 30 days) for the amount believed to be in error during the time it takes us to complete our investigation.

According to the US Treasury Department all SS and SSI benefits are issued electronically. To avoid using a prepaid debit account, consumers can have their benefits deposited directly into their own bank account. To change where your direct deposit is sent, please contact the issuer of your benefits for further instructions.

Prepaid card users have protections under the law. For more information on these protections, visit BCA’s blog, “New Protections for Prepaid Account Users”.