$#*! $#*!s complete $#*!s and really suck $#*! mother$#*!ers and I'm being nice!

I work for a public housing agency in Washtenaw county Michigan. I
Assist my previously homeless clients with maintaining their housing
And ensuring they can pay their bills and afford their other expenses.
Recently, a client of mine who receives SSDI experienced a seriously
Troubling process of proving their identity and restarting service of
Their Direct Express debit card through which they receive their SSDI
Benefit.

The issue began with Direct Express contacting my client over the
Phone, not indicating what issue had occurred with the card, only that
It was no longer functioning and that in order to restore it, they
Would have to call the customer service line. As I am sure you are
Already aware, the customer service line for Direct Express includes
An inordinate wait time, however this is not where the issue is. The
True problem was that when my client called, they were treated rudely,
Hung up on several times, and only after several attempts, given a
Case number and told to email Direct Express documentation which my
Client does not currently have (an in-date state Identification card).
In lieu of this, they were told to send in a copy of their birth
Certificate and social security card. My client does not know how to
Even work a computer, much less use an email address; this is when
They contacted me.

I supplied Direct express with the necessary documentation
Immediately, sent to the email (*******@usdirectexpress.com) within an hour
Of being informed of the situation. For 3 days, Direct Express refused
To admit to my client that they had received the documentation,
Despite me sending it on their behalf no less than 6 times. After
These 72 hours had passed, they then informed my client that they HAD
In fact received the documentation, but due to 72 hours having passed,
Their "window" had closed and their claim had been denied. I sent the
Documentation to them again, several times, and attempted to call
While with my client in person. We were ignored, hung up on several
Times, and had to wait hours to call again to get in touch with
Someone to help us.

After all of this effort, we still were not given any helpful
Information and were hung up on by representatives multiple times;
Each time meaning we had to wait in the queue again. One particularly
Problematic call was after giving the representative all necessary
Identifying documentation and being put on hold 3 times, the
Representative came back to the call only to tell us that her "system
Was not working" and to call back later before hanging up on us when
We asked to speak to a supervisor.

We only received assistance once calling "*******435", a complaint
Line which I only found by digging through the internet; something my
Client could never have done on their own. The individual who we
Reached informed us that the case would be escalated and to await a
Call. We informed this representative of the time-sensitivity of the
Issue as my client's phone was about to be shut off due to
Non-payment, medications could not be purchased and their other bills
Could not be paid.

After several more hours, I was called by Direct Express, NOT my
Client, and they told me that they had received the escalation but
Could not speak to me. Luckily, I was near my client and ensured they
Spoke to the representative. This representative who identified
Herself as "Pauline" was combative, rude, and made my client very
Uncomfortable. She asked first for the social security card and birth
Certificate of my client (What I had already sent) and we resent these
Documents. She then said that the picture of the social security card
Had to be in color. Again, we resent the documentation to her
Specifications. Then she stated that we had to take pictures of the
Documents, front and back on a table, and would no longer accept the
High-detail scans I had sent her. Each time she came back to us from
Being on hold, she asked for something new which was conflicting with
What had been previously asked for.

I was unable to stay with my client at this time due to another
Appointment. While in my absence, Pauline called back once again and
Asked my client "security questions" which they had never set and did
Not know the answer to. Pauline then summarily denied the application.

Now desperate and exhausted, my client asked what they could possibly
Do to regain their social security benefit. Pauline stated that only
New pictures of the two documents and questions answered correctly
From my client's birth certificate would work. At this time, I was
Able to return and although Pauline refused to speak to me on my
Client's behalf, we were able to, once again, send them new pictures
Of the documents to prove their identity.

Only after this final time did something seem to work and Pauline
Confirmed the card was once again active.

This is a system that without me being there to help my client, would
Have provided no way at all for them to regain the use of their debit
Card. It was a life-threatening emergency which could have been
Avoided by Direct Express having offices where client's could meet in
Person, or for my client to be able to set up their own security
Questions, or even improved contact with the Social Security
Administration to confirm their identity from their benefit letter.

I am sincerely concerned for how many people this must be happening to
Across our nation. Direct Express has proven through this situation
And countless other missteps, some of them currently pending in
Litigation, that they are either incapable or unwilling to uphold
Their obligations as partner with Social security. They have failed
Social security recipients, they have failed their clients, and thus
They have failed the American people. We all deserve better treatment
Than how my client was treated.

I ask that it be made more of a priority to investigate the extent to
Which Direct Express is abusing their position as card servicer for
The elderly and disabled. I cannot stress enough how exhausting and
Frustrating of a process this was even to a trained professional like
Myself. I can hardly imagine trying to traverse the minefield of
Expectations, changing requirements, and outright unprofessionalism
Which are all commonly displayed by Direct Express.

HIRE MORE CUSTOMER SERVICE PERSONNELS. REFUND MONEY THAT VERIFIED STOLEN. ADDRESS ON GOING COMPLAINTS IGNORED ALL DAY LONG.

They know that you have a income to steal from. They don't answer and this bank will go out of business because is not that many people calling or working and to a person that does there job for a lot less money. I went to study for my exam the rental was 4000 I stayed a few hours and the hotel charged 1000 the man from direct express went wow 3000 so to me he thinks it can support the cruel economic crisis. I spent the money but I did not get service iwas excorted out the building but this bank direct express ishandlingtheconernby helping the business because he has job