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Direct Express, Payment Processing Services complaints

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PO Box 245998
San Antonio, TX 78224-5998 | Get Directions

(888) 741-1115

http://www.usdirectexpress.com

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Total Amount in Dispute:
$57,734.00

Total Amount Settled:
$7,000.00

Complaint Experience

17%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complainants allege a variety of account related issues including: unauthorized deductions to accounts, difficulty recovering funds, delays in resolving claims, and customer service issues.

The company responds to a few complaints by indicating they contact the complainant directly to resolve matters and provide direct access to reach the company.

Complaint Closing Statistics

52 complaints against Direct Express, Payment Processing Services closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
4	Agreed to make an adjustment
0	Refusing to make an adjustment
6	Refuse to adjust, relying on terms of agreement
41	Unanswered

52 complaints against Direct Express, Payment Processing Services

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12/10/2025

RESPONSE: Complaint was not answered Amount in Dispute: $1,152.00 Amount Settled: $0.00

Customer Complaint

11/14/2025

Consumer alleges your company refuses to accept his proof of identity and will not release his funds. Consumer called back in early September to get his card replaced. He received the card however when he tried to activate the card he was unable to because it was asking for his phone number on file which he no longer knows what it is. Consumer asked how he can provide proof of identity and was told he needed to fax in a copy of his birth certificate, drivers license and social security card. He send all that in and when he called back he was told the copies were supposed to be front and back. he resent all the information however he was then told the birth certificate was not legible. He emailed the documents several times as well as paid to get a new printed birth certificate and sent that certified mail signed by Robert Alba and still to date his identity is not being approved and his money is not being released. This has been going on since September. Consumer wants your company to active the card and release his money. Resolution Sought Consumer wants your company to active the card and release his money.

12/10/2025

RESPONSE: Complaint was not answered Amount in Dispute: $114.98 Amount Settled: $0.00

Customer Complaint

11/14/2025

On October 31, the VA awarded me $175 for 10 disability in the United States Marine Corps I had one dollar so that made a total of $176 I went through $60 with a two dollar for the ATM machine that came to a total of $62 now they are telling me that I am overdraft three dollars someone went into my account and withdraw the remaining $14.98 and left me with a three dollar overdraft fee and now they are refusing to give me back my money or answer my phone call the proper way they are disrespectful to the clients Resolution Sought Give me back my money ASAP and give me the routing number so I can leave that Direct Express because they are very unprofessional and rude. Very rude.

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