Review Insights · App Store
Direct Express® Mobile
FifthThird Bank · 214,272 ratings · ★ 4.8
4.8
★★★★★
214,272 ratings
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Top complaints - extracted from 46 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"card"
21 negative reviews mention this · 46% of all complaints
★★★★★ "Trash. They lie steal your money over time and very bad customer service one told me they don’t flog by rules like other card ppl" - Cat daddy78
2
"money"
14 negative reviews mention this · 30% of all complaints
★★★★★ "Trash. They lie steal your money over time and very bad customer service one told me they don’t flog by rules like other card ppl" - Cat daddy78
3
"service"
9 negative reviews mention this · 20% of all complaints
★★★★★ "Trash. They lie steal your money over time and very bad customer service one told me they don’t flog by rules like other card ppl" - Cat daddy78
4
"work"
9 negative reviews mention this · 20% of all complaints
★★★★★ "This is my money and I shouldn’t have to beg to transfer. This is my money!! Who are you to tell me where I can spend it???? If I want to transfer to PayPal or cash app it is my prerogative. You holding my money is not ok My card no longer works with Amazon or at stores. You need to fix this" - Mimijo52
5
"been"
9 negative reviews mention this · 20% of all complaints
★★★★★ "Very difficult to get your own money. I have never been so frustrated in my life. This is the first month with the deposit and it’s so difficult to withdraw your OWN money!!!! And you have to pay to get it out! RIDICULOUS!!!" - mltown
6
"customer"
7 negative reviews mention this · 15% of all complaints
★★★★★ "Trash. They lie steal your money over time and very bad customer service one told me they don’t flog by rules like other card ppl" - Cat daddy78
7
"customer service"
6 negative reviews mention this · 13% of all complaints
★★★★★ "Trash. They lie steal your money over time and very bad customer service one told me they don’t flog by rules like other card ppl" - Cat daddy78
8
"account"
6 negative reviews mention this · 13% of all complaints
★★★★★ "Card limit. The card needs to be updated!!! You Can’t Do Any Online Shopping Like Get It Fixed! Leaving and getting a bank account 🤬" - MzKietha007
9
"direct"
6 negative reviews mention this · 13% of all complaints
★★★★★ "Aggravating. When a store you purchase from cancels on you and direct express refuses to stop a pending hold is ridiculous! And you can’t even post this because they refuse to accept a nick name! Wow" - Boy smh
10
"transfer"
5 negative reviews mention this · 11% of all complaints
★★★★★ "This is my money and I shouldn’t have to beg to transfer. This is my money!! Who are you to tell me where I can spend it???? If I want to transfer to PayPal or cash app it is my prerogative. You holding my money is not ok My card no longer works with Amazon or at stores. You need to fix this" - Mimijo52
11
"know"
5 negative reviews mention this · 11% of all complaints
★★★★★ "Broke. The card is a joke . It works half the time the other half of the time it barely works, I would have thought with it being a government issued disability card, I’ve never know if the card will work or not" - Danny j6969
12
"express"
5 negative reviews mention this · 11% of all complaints
★★★★★ "Aggravating. When a store you purchase from cancels on you and direct express refuses to stop a pending hold is ridiculous! And you can’t even post this because they refuse to accept a nick name! Wow" - Boy smh
📋 All 46 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Opinion
Needs more features on this app to do different things
Trash
They lie steal your money over time and very bad customer service one told me they don’t flog by rules like other card ppl
Card limit
The card needs to be updated!!! You Can’t Do Any Online Shopping Like Get It Fixed! Leaving and getting a bank account 🤬
Card Declined today 6/27/26
Declined card
This is my money and I shouldn’t have to beg to transfer
This is my money!! Who are you to tell me where I can spend it???? If I want to transfer to PayPal or cash app it is my prerogative. You holding my money is not ok
My card no longer works with Amazon or at stores. You need to fix this
My card no longer works with Amazon or at stores. You need to fix this
Broke
The card is a joke . It works half the time the other half of the time it barely works, I would have thought with it being a government issued disability card, I’ve never know if the card will work or not
Over charges
I think it is crazy that people on a fixed income not only have to pay a withdrawal fee but an additional fee. When you have to go to an ATM you are only allowed a cap amount. With all these fees you should be allowed to withdraw all funds in the account. Your company need to have your own banks to use.
Transactions
It may be obvious that I am not doing it right I’ve had many struggles, but it’s not letting me check previous months and I don’t understand why think it sucks
Need help
Don’t know my routing numbers
The worst
Direct express is the worst company I’ve ever dealt with .. they are very unprofessional and incompetent..u never get your refunds if ever your transaction doesn’t meet the merchant that money is just lost
Face ID
Face ID doesn’t work
Very difficult to get your own money
I have never been so frustrated in my life. This is the first month with the deposit and it’s so difficult to withdraw your OWN money!!!! And you have to pay to get it out! RIDICULOUS!!!
Your money in their Prison
Cosmetics and Direct Express work to make your money as inaccessible as possible! The hoops you have to jump through just to enable transfers to your bank are outrageous. My card stopped working at Walmart, I’ve been waiting 3 weeks for a new card. The list goes on…
No Feedback
I’ve submitted paperwork at least 4 times now. Nobody ever calls to inform you nor do they have any idea why it was rejected when you call.
Always Transfer Decline
Its my money! 👎👎👎👎👎
Does not work for Apple
For whatever reason on the last update of the app for cards beginning in 5332 the font became so big it no longer fits on my screen. It’s all broken up and one transaction takes up the whole screen on my iPhone. The link doesn’t work either to report bugs in this app. It really sucks!
Unauthorised transactions
For 2 months in a row I’ve been seeing charges mainly from Walmart showing up, and I know I’ve not made these charges. I’m very paranoid now to even use my debit card for any online purchases!
Terrible
I moved states a year ago. Since then they keep rejecting my transactions . This month I have been unable to do a single transaction. And it’s impossible to get through to CS.
Card don’t work at all
Card gets declined everywhere can only use to withdraw cash from ATM
Bank Transfer
The verification needed to transfer money from my Direct Express account into my bank account is insane. I have a very large some of money on this card and I have little access to it. I’m only allowed to withdraw $1000.00 every 48hrs. Costumer service is horrible. I’ve emailed Direct Express my bank account verification information three times (each time they’ve changed the requirements).
Worst card ever
This is absolutely a nightmare of a card they don't let you get your own money off when get paid just a tiny bit it's a joke it's our money why on earth are you playing god with it
Ur not my partner- boss
Everything else is nice
If you get locked out of your card they won’t help you
I just recently got locked out of my card and I called the one 800 number on the back and let them know that this is not fraud. Could y’all please remove the block that’s on my car customer service told me that I will have to wait three hours because Mastercard put in a alert on my card of fraud, but DirectExpress cannot do anything about it.
Card keep declining
Making me so mad late on rent can’t feee my kids when i got to the ATM it says I reached my daily limit. Then when I called customer service they said we don’t have a daily limit. And it’s crazy because I haven’t even gotten any money off my card from an ATM. I can’t use my chip or swipe in. My car is rarely new.
Live agent
You cannot get a representative very difficult
Waiting on card
Been waiting on my card sence May 16 can’t believe it has not came
Put hold on card
You hold the funds on card and it’s no way to unlock it I’m paying bills and you stop it
FIX THIS APP GOT EVERYTHING TOO BIG CAN BOT SEE MY WHOLE CARD. ONLY PARTIALLY. 😡😡
UNACCEPTABLE FIX THIS APP. SHOULD HAVE LEFT EVERYTHING ALONE. FIX THIS APP CANNOT SEE MY WHOLE CARD . THIS APP NEEDS FIXING UNACCEPTABLE!!! 😡😡😡😡
Payment revisions
Yall s*£* donkey Di%%
A R
Phone call agent is worse
Not ok
It’s never easy to navigate. I always have problems figuring it out.
My opinion counts
Really satisfied with this government issued card that I have been using this app since I started receiving benefits and so far it’s been a good experience and customer service is fast and friendly thank you Direct Express and I hope to continue to work together keep bn polite people everyone is struggling especially the retired or disabled so think about that before you pick up another call how would you want someone to speak to your elderly family member when you the customer service representative is Getting ready to grab a call????????!!!!!
Thieves
One of the employees of this company stole my money and locked me out of my account. When I tried to call the company my number go straight to voicemail and I have not been able to contact anyone about it.
Lack of service & transparency
Card will not work at the pump and when buying fast food on their apps, must walk into establishment for it to accepted. Nothing on ‘The Float rate’ you receive my treasury check and funds are not available for 5 days, what happens to funds generated by the float rate?
No support
The app doesn’t work.
Unavailable money!
I have been having trouble with my card when I have to pay for my things. It is very frustrating when this happens and I know that I have the money in my account. I called customer service and they said that there was nothing they could do. I then asked about closing this account and getting the money through my bank account. They told me that I need to write to them and ask about closing the account and they told me that it would be up to them to let me know if I would be able to close my account. I am so aggravated by this since it is my account I should be able to close it. I went to my bank to transfer money and it wouldn’t even work there! This SUCKS!!
Limits spending
I went grocery shopping & set a limit of spending & could’ve had my daughter & a friend stranded from not being able to order a Uber drive if needed it.
Blows
Tried everything can’t log in
No customer support either
No customer support either
This is a joke
I cannot tell you what a royal pain this whole ordeal has been
Fraud
Apple charges you to download the app then compromises your card with multiple transactions until your account is empty.
Terrible customer service
Called and waited for over an hour to speak to a representative who repeatedly told me he forgot why I was calling. Finally asked to speak to a manager and then he hung up on me.
Aggravating
When a store you purchase from cancels on you and direct express refuses to stop a pending hold is ridiculous! And you can’t even post this because they refuse to accept a nick name! Wow
Poor service
If you need to transfer money it’s very difficult
Direct information on pending wat broadway im in Chicago please explain
Not so good many things to fix for us as u hold our money change the pending transaction to
Now sent stop holding our money we as clients need interest payments as u hold handle issue card I charge maintenance fee $99 which is due to me every year every year as long as I’ve had your car thank you please reply
Now sent stop holding our money we as clients need interest payments as u hold handle issue card I charge maintenance fee $99 which is due to me every year every year as long as I’ve had your car thank you please reply
Card issues
For the past 2 months I’ve had nothing but trouble outta this card, I’m having all kinds of issues paying my bills and shopping and getting cash off this card, I’m trying to get my money off then I want this card closed I’m done with this B.S.
Pronting
I’ve tried to find a way to print off monthly reports and aside from a screen shot I can not.
Sentiment summary
94%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)