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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:
$55,735.00

Total Amount Settled:
$7,000.00

Complaint Experience

20%

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

46 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
35	Unanswered

46 complaints against Direct Express, Payment Processing Services

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3/31/2026

RESPONSE: Complaint was not answered Amount in Dispute: $1,016.25 Amount Settled: $0.00

Customer Complaint

3/5/2026

On November 7th, 2025 , I was shopping at a WalMart in Torrance, California. Somehow, my bank card was stolen or lost. Someone then took $1,016.25 out of my account. I discovered the loss of the card when I got home and immediately called the bank. I was given the necessary information to file a claim and I did so that night. I wrote a detailed summary to the bank about the events of the day and, with the appropriate service request numbers, emailed the paperwork for the dispute to them. About 2 weeks later, I received the information that my case was denied. My next move was to file a police report, and I did so approximately on 11/22/25. I re-sent all the paperwork, with the police report that same night. Case denied again. Next move was to get the police to view the surveillance footage and send a letter to the bank saying that I was not the guy taking the money out of my account. They did so and sent the letter to the bank. Case denied AGA I N I don't even know what kind of evidence they want! PLEASE HELP ME+ I'm a disabled, senior citizen living on a fixed income. I don't know what to do next. Very Truly Yours, Greg Resolution Sought Credit my bank account with the amount I was defrauded

12/15/2025

RESPONSE: Complaint was not answered Amount in Dispute: $380.00 Amount Settled: $0.00

Customer Complaint

11/19/2025

My social security gets put on this card they have I have used my card when I first on the first when the money first got accessed then they cut it off I couldn't get any money at any ATM it's been like 7 Days 8 days and now they're saying it's going to be nine more days I ordered a new card and tried to access the new card and now it's in the fraud department and they're not they're not giving me any information meanwhile I'm sitting here with no way to pay my bills or by supplies that I need for the month Resolution Sought I want them to turn my card back on immediately I've sent them my ID and everything they've asked it's been four or five days with nine days total that they've had my money and not telling me anything I call and I'm on hold for almost 70 minutes at times

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