Can I transfer money from the Direct Express® card to a checking or savings account?

Can I get cash when I need it with my Direct Express® card?

How do I get cash at a bank teller window?

How does the free Low Balance Alert work?

How does the free Deposit Notification work?

How can I protect my PIN?

Do I always need to use my PIN? Can I use my card without a PIN?

What if I forget my PIN?

Can I change my PIN?

What is a PIN?

Can I pay my bills or pay for Internet purchases with my Direct Express® card?

How do I check my balance on my Direct Express® card?

Where can I use my Direct Express® card?

How do I make purchases with my card?

Is Customer Service available in languages other than English?

Can I close my account and withdraw my money?

Can I have a monthly paper statement mailed to me?

What if I don't agree with my balance or one of my transactions?

Who should I notify if I change my mailing address?

How long will it take to receive a replacement card if reported lost or stolen?

What if my Direct Express® card is lost or stolen?

Who do I call if I have questions about how to use my Direct Express® card?

What if I can't find an ATM or my ATM is "out of order"?

How do I know if an ATM surcharge fee will be charged when I withdraw cash at an ATM?

What is the maximum amount of cash I can withdraw from an ATM with my Direct Express® card?

Where can I find Direct Express® card network ATMs?

What is the Direct Express® card surcharge-free ATM network?

How do I get cash at an ATM with my card?

How much will people be charged for going to an out-of-network ATM?

What if I don't live near a Direct Express® card surcharge-free network ATM?

How do I find a surcharge free network?

Is there a fee to use the ATM?

How does my free ATM cash withdrawal work?

How do I avoid transaction fees while using my Direct Express® card?

How much do I have to pay for the Direct Express® card?

What are my options if the Direct Express® card is just not for me?

I plan to retire in the near future. Can I request a Direct Express® card as soon as I sign up for my Social Security benefits?

Can I sign up for the Direct Express® card even if I have a bank account?

Can recipients who have a Direct Express® card switch to a traditional checking or savings account and receive their payment by direct deposit?

Are federal benefit recipients residing in a healthcare facility eligible for the Direct Express® card?

I am a representative payee who receives another type of federal benefit payment on behalf of someone else. Can I sign up for a Direct Express® card?

I am a representative payee who receives Social Security benefits on behalf of more than one person. Can I receive all of the benefits on one Direct Express® card?

I am a representative payee who receives Social Security benefits for someone else. Can I sign up for a Direct Express® card?

Do I need to give my federal paying agency my card information in order to receive benefits?

How do I activate my Direct Express® card?

How do I sign up for the Direct Express® card?

What are the benefits of the Direct Express® card?

How is the Direct Express® debit card different from a credit card?

Will my Social Security, Supplemental Security Income, and other federal benefits be safe?

How does the Direct Express® card work?

What type of federal payments can I have on the Direct Express® card account?

What is the Direct Express® card?

We would like to extend a very warm welcome and thank you for being a part of the Direct Express program. We are excited that you have received your new card which can be used anywhere Mastercard is accepted, including for purchases, ATM withdrawals, cash back, and setting up automatic bill payments. Some features we'd like to highlight include: Our new mobile application (now available in Apple and Google Play Stores) will help you 'manage your account on the go', allowing you access anytime, anywhere. This application features balance information, transaction history, account summary, and allows you to request a new card (if lost/stolen), temporarily block your card, request a dispute filing form and set up account monitoring alerts for your added protection. Our Direct Express Cash Access feature allows convenient access to your funds at WalMart locations for a $0.85 fee and no purchase necessary. And, our website, www.usdirectexpress.com, which also has a new look, contains all the great features found on the mobile app. Please ensure you select the card starting with numbers 51. Finally, are you currently receiving any other benefits to a Direct Express card?

Last 4 of SSN

Full Card Number

First and Last Name

For Outbound Calls

Last 4 of SSN

Last 4 of the Card

First and Last Name

For Inbound Calls

provide information for the following call type ONLY: New Enrollment Card Not Received

you may proceed with standard verification

If the full SSN provides an account

the caller is a Conduent CH and the Conduent Calls call type should be used for the remainder of the call

If the full SSN does not populate an account

refer to the New Enrollment Card Not Received call type in the DCFC

advise the CH they will need to be routed back to the IVR to complete verification of their PIN before we can proceed with the call

Mr./Mrs. Cardholder, please note that we’ll not be able to assist you if you have not entered your card information using the right prompts in our Automated Telephone System/IVR. Therefore, I am going to have to transfer you to the Automated Telephone System so you can enter your card information using the relevant prompts and, if needed, press the right option to talk to one of our customer service representatives.

select IVR State and Card Verification

select the transfer option in Intello

do not put the caller on hold

I apologize for any inconvenience this may cause you; however, your PIN must be verified in the automated system before I am able to share account specific information for your security.

If the cardholder refuses to be transferred to the IVR

you have confirmed the card is Active

If Yes

If No

Ask the cardholder if they have received their Direct Express Card

DO NOT disclose that City or State where the Direct Express call center is located.

We are located in the Midwest.

fraud.response@i2cinc.com

https://www.usdirectexpress.com/

1-888-741-1115

511563

533248

Direct Express Dispute Processing PO Box 540190 Omaha, NE 68154-0190

disputes@my.usdirectexpress.com

support@my.usdirectexpress.com

+1-650-242-4112

i2c, Inc.                  ATTN: Rob Seiler                  100 Redwood Shores Parkway                  Suite 100                  Redwood City, CA 94065

courtorders@i2cinc.com

1-650-649-1942

estateclaims@my.usdirectexpress.com

1-650-649-1942

docs@my.usdirectexpress.com

402-253-0935

Monday through Saturday 8:00A- 8:00P

release@my.usdirectexpress.com

MasterCard

934601

Comerica Bank

1-800-772-1213

https://directexpress.mycardplace.com/faq.html

www.usdirectexpress.com

1-800-333-1795

1-866-606-3311