The most common reasons for Direct Express disputes
A dispute occurs when a customer questions the validity of a transaction that was registered to the account.
The most common reasons for Direct Express disputes are:
- unauthorized charges
- fraudulent charges
- unrecognized charges where the cardholder has no recollection of the charge
- administrative errors such as incorrect or duplicate billing and
- a refund which was never received.
What should I do if I wish to file a dispute?
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If you would like to contest suspicious or unauthorized charges on your Direct Express card, you need to call the Direct Express dispute resolutions department.
The Direct Express website doesn’t provide any downloadable dispute forms, a fax number, or an email address you can use to send in a formal complaint.
The dispute resolution department can only be contacted through Direct Express customer service at one of the toll-free numbers:
- Customer Service: (888) 741-1115
- Hearing-impaired: (866) 569-0447
- International: 1 (765) 778-6290 (collect)
Direct Express customer service is available 24 hours a day, 7 days a week.
A customer service representative will ask you several questions like your social security number and date of birth to confirm your identity.
Make sure you have your Direct Express card number ready as well as the necessary information about the specific transaction you would like Direct Express to investigate such as the name of the retailer, date of transaction, and the amount charged to your card.
How long does it take to have a dispute approved?
It takes approximately 10 days after you contact the resolution department to receive a fraud packet in the mail. You will have to complete it and send it back to Direct Express.
Once they have received the fraud packet from you, Direct Express needs between 45 and 90 days to finalize the fraud investigation.
How do I get the best chances of getting my dispute approved?
- When contacting the Direct Express resolution department to report an error, be sure to provide as many details as possible about why you’re disputing the charge.
- If you have made purchases with the same merchant in the past, it’s worth reaching out to them to see if they can correct the mistake. Resolving errors directly with the merchant is usually quicker than going through the dispute process.
- When you’re completing a fraud claim, double-check all the forms to make sure you’ve filled them out correctly. If the paperwork is incorrect or incomplete, it will be sent back to you and your dispute will take even longer to process.