I experienced the same things as I am reading below. I encourage everyone to file a complaint with the CFPB - Consumer Financial Protection Bureau.
I have heard from Direct Express since I filed the complaint. It is the organization that can levy fines on the company for this kind of behavior. The more complaints they get the more likely changes will be made. They have the worst service of any company I have dealt with and should be concerned with fraud and it takes an act of congress to even report it.
It has been a horrible experience. The only way to make changes is for them to get hit in the wallet!
Product or Service Mentioned: Direct Express Customer Care.
Reason of review: Poor customer service.
Direct Express Cons: Customer service-phone system.