Maria M.

SCAMMERS! They assured me my.phone is compatible. I got my SIM card today and inserted it and I can use the internet but I cannot make telephone calls and I cannot send text messages. 15 attempts to chat. Their chat people disconnect for absolutely no reason multiple times. Some of them cannot read. It's pointless to have a chat with someone using the written language when the person in customer service cannot read and comprehend the written word. I finally got a customer service agent that said let's APN. Settings. I didn't know under which APN setting to input them because there are three options and when I asked "Justin" with their chat support which one to use his response was "use the one that says ereseller I told him at least eight times there are two different places where it says ereseller which one do I use? His response was to ask me did I choose the one that said he reseller. So, I took a screen cap of the APN settings and sent it to him so I he would be able to look at it and tell me which one to use because he clearly could not understand when I wrote to him multiple times that there are two settings that say ereseller and asked him which one do I use? Which do I use. Use. I told him I sent him a screen cap and I explained to him why I sent him a screen cap because he could not understand what I was asking him and please tell me which one of them to use... He said you don't need to send me a screencap. Did you input the settings yet and does your phone work? Was I even speaking to a human or was I talking to a bot? If that is the reading ability of the people they have working in chat? I don't even know what to say to that. If you can't read at a second grade level then you shouldn't be working a support in chat.

After 5 hours of this garbage now they tell me that the phone isn't compatible with their service. My phone works with AT&T and T-Mobile. Not a single problem. The only reason I switch just because Straight Talk change the T-Mobile and I get a terrible signal with T-Mobile. So my phone does work on the AT&T network. Their website said my phone will work with them. The customer service agent on the telephone said my phone will work with them. They check my credit score and affected my credit with that nonsense to send me your phone they now say is not compatible with their Network and I must buy a phone from them. Really? This was all a scam to get me to buy a phone from you? Fine I'm going to let the Attorney General of my state handle this because clearly none of your employees give a darn. Let's see what your corporate thinks when the Attorney General of my state contacts you. By the way, I'm elderly and I'm disabled. In my state when you scam the elderly and disabled the consequences are more severe. I am so sick of you people. I should charge you $100 an hour for all the hours you wasted as well as pulling my credit impacting my credit score when you never planned to provide me some service in the first place unless you conned me into buying one of your phones.

SCAMMERS! Don't even mess with these lying thieves. You'll see the photo below is the same one that's on there homepage of their website. It's a lie. It says that you get unlimited talk text to data for new customers. You get unlimited talk and text and then they give you 5 gigabytes. In my case after 5 days they completely cut off your service for no reason and refuse to give you your money back. They pulled a bait and switch on the sign up plan. Then the next thing they did is after 5 days of my phone working just fine and having service at 7:00 p.m. last night the phone worked perfectly fine just as it had been for 5 days. At 7:15 it stopped working. No internet and no calls. Forget getting any help from their customer service people because they're either stupid or they are liars. They tried to tell me first that my phone was incompatible. It's been compatible for 5 days. It was compatible at 7:00 p.m. and then incompatible at 7:15 p.m.? What a ridiculously asinine lie to tell. That doesn't even make sense Then they asked for the numbers on my telephone, the numbers to see if the phone is compatible, and they told me they're not the same as the numbers on my account. That is not my fault. I have nothing to do with how they enter information on their computers. It is exactly the same phone as when I called to see if my phone was compatible and their customer service representative told me that it was compatible. It is exactly the same phone I have been using for 5 days. Those numbers do not change. That's a ridiculously asinine lie for them to try to tell. Of course my phone is still compatible. Then they told me that the SIM card was not compatible with my device and they sent me the wrong SIM card. The SIM card that had been working fine for 5 days. The very same SIM card that worked at 7:00 p.m. and the very same SIM card that didn't work at 7:15 p.m. once again that's a ridiculously asinine lie that doesn't even make sense. Now, they won't give me my money back. I paid the bill in advance for next month and now they won't give me my money back. Do not deal with these people. They will not help you. They'll tell you all those stupid things that they told me to try to hold you off from getting your money back. None of those things make sense in regards to troubleshooting why my service suddenly will not work. And they bait and switch on your plan too that's a big one. Don't mess with these people. You won't won't get anywhere with them after they bait and switch you on the plan, take your money refused to give it back and give you stupid reasons that make absolutely no sense and are complete and total obvious lies when they shut your service off for absolutely no reason. And you can't get any help forget it you're not going to find anyone in this company who can help you. 10 chats and multiple phone calls after waiting on hold forever every single time. And you'll get the same lies in the same stupid excuses that will solve nothing. They're all scam. I'm filing with the attorney general in my state. The consequences for scamming the elderly and the disabled as well as veterans in my state are more severe. Bait and switch is illegal. It's illegal to sign somebody up for a service cut them off for absolutely no reason, refuse to fix the problem give them bull$#*! lies for what the problems are and then still refuse to fix the problem provide them service or return their money. I'm contacting the Attorney General in my state. In my state scamming the elderly disabled and veterans makes the consequences far more severe. There's a special statue just for people who are happy to scam those people. I am elderly, disabled, Homebound and very ill. These people have had absolutely no problem leaving me without cell service and plan nothing but games with me.

UPDATE: Another day has passed and I have tried calling over 100 times. I still have no card. I have no heat, no food no medication and I can't pay any of my bills. I'm facing eviction. They still will not answer the phone. This is the US Direct Express number to file a complaint: *******435. I had to use it today. I don't know how effective it will be. The gentleman I spoke with was very nice and kind. If this doesn't work for me I'm calling my Congressman and asking for assistance from his case management division. I'm also filing a complaint with the Federal Reserve against Comerica Bank. They are the bank behind US Direct Express. I strongly suggest everyone take these steps. Record all calls. Document everything. I absolutely will call and email the media. I suggest others do the same. Reach out to journalists who do investigative reporting or deal with consumer affairs. Make a lot of noise and make certain people know what Comerica Bank is doing to the elderly, disabled military members & vets. Cancel Culture is the zeitgeist now. Use it. CANCEL COMERICA BANK!

UPDATE # 2: Calling the Direct Express Complaint Line actually worked. Someone called me within hours of calling that number. They claim another card has been sent via UPS 2 day shipping. They claimed a tracking number would be emailed to me. Hours later I have not received an email. Despite this, tomorrow I am changing the card I use for my federal deposits. I am out over $150 in late fees because I could not pay my bills. I still have no food, no heat and no medication. I had to pay them expedited shipping fees and for two cards; the first card I never received and then the one they said they will ship. This company is disgusting in it's treatment of it's customers.

FINAL UPDATE: My card arrived via 1'Day Air. I paid for the 2 day air. I never received the promised email with the tracking information. I was able to activate & use the new card without issue. I already signed up with "Chime" and arranged for next month's deposit to be loaded to my new Chime card. I'll never deal with US Direct Express again. They've cost me $150 in late fees and forced me to go almost a week without food, heat and medication and they aren't the least bit apologetic. FYI: The first card I ordered still has not arrived. I intend to add to my complaint to the federal reserve that I have not received the card I ordered the first tine and that Direct Express refuses to refund the money I paid for that card.

Sitejabber blocked out the number to file a complaint about Direct Express. Go to the BBB site. Find the Direct Express page. Click on "file a report" The next page will tell you you cannot file a report because they are part of a government agency. Keep reading the information on the. Page. Eventually, you will come to where they give you the number I called to file a complaint.

Today is the 3rd. I have NO CARD! 3 WEEKS AGO I had to pay, AGAIN, for another new card because they give out defective cards that don't work. I couldn't afford $15 for express shipping. 3 weeks later I still have no card. I've tried to call them all day. All I get is the message stating they are experiencing high call volumes and to call back later. Then they hang up on me. My rent is late. My gas bill is now late. My electric bill is now late. My trash bill is now late and I have no food and these people cannot even be bothered to take my call.