Social Security

Retention Date: August 28, 2025

A. Purpose

This Emergency Message (EM) provides information and instructions about handling inquiries resulting from the Comerica card processing transition from i2c to Conduent, which impacts approximately 6,000 Direct Express cardholders.

B. Background

In June 2022, Comerica began transitioning cardholders away from i2c to Conduent as the singular card processor. As a result, any i2c cards beginning with 511563 will no longer receive benefit payments on their cards after March 2025.

C. Handling Inquiries

1. Comerica Letter Information
· Comerica will begin mailing letters to cardholders impacted by this change effective February 21, 2025.
· Comerica will communicate via letter with 2,500 cardholders who still receive their benefit payments via the i2c processor on cards beginning with 511563.
· Comerica will also send a second letter to 3,250 cardholders receiving State-Funded Payments.
· The letters mailed by Comerica to the impacted Direct Express cardholders will have the following information:

o Comerica attempted to contact them regarding a transition of their future benefit payments to a new Direct Express card beginning with 533248.
o Direct Express cards beginning with 511563 will no longer receive benefit payments after March 2025. The card will automatically reject benefit payments beginning April 2025, and benefits payments going forward will be suspended until cardholder contacts their paying agency to have their benefit deposits redirected.


o The balance remaining on the Direct Express cards beginning in 511563 will continue to be available for use until April 30, 2025. After April 30, 2025, if there are any remaining funds on the Direct Express cards beginning in 511563, Comerica will mail a check for the balance in approximately 6 weeks.

2. Procedures for Updating Payment Method

Cardholders affected by the i2c change will call or visit SSA to update their payment method. When processing these inquiries, please follow the existing procedures for changing direct deposit which includes to identify the beneficiary, recipient, or representative payee’s identity first. See, GN 02402.025 Direct Deposit Post Entitlement Interview.

Direct all program-related and technical questions to your Regional Office (RO) support staff using vHelp or Program Service Center (PSC) Operations Analysis (OA) staff. RO support staff or PSC OA staff may refer questions, concerns or problems to their Central Office contacts.

Reference:
GN 02402.025 Direct Deposit Post Entitlement Interview

Sample Comerica Letter:

Direct Express®
PO Box 964
Addison, TX 75001



<FIRST NAME> <MIDDLE INITIAL> <LAST NAME>
<ADDRESS LINE 1>
<ADDRESS LINE 2>
<CITY>, <STATE> <ZIP CODE 9>


RE: Changes to your Direct Express® card beginning with 511563 – Immediate Action Required

Dear <FIRST NAME> <LAST NAME>,

According to our records, you are currently receiving benefits on a Direct Express® card beginning with 511563.

We previously attempted to contact you regarding a transition of your future benefit payments to a new Direct Express® card beginning with 533248. Unfortunately, we were unable to complete the transition of one or more of your benefit payments to your new card beginning with 533248 and are notifying you that future benefit payments to your card beginning in 511563 will be suspended beginning with your April 2025 payment and that you have until April 30, 2025 to access to any remaining funds on that card.

IMMEDIATE ACTION REQUIRED: Please contact the benefit paying agency to redirect future benefit payments by:

· Canceling your benefit payments currently being paid to your current Direct Express® card beginning in 511563 and
· Providing direct deposit information for an alternative financial institution or
· Requesting paper-check delivery.

If no action is taken, future benefit payments to your Direct Express® account beginning in 511563 will automatically be rejected beginning April 2025, and benefit payments going forward will be suspended until you contact the paying agency to have your benefit deposits redirected.

Instructions for your OLD card (card number beginning with 511563):

· Your Direct Express® card beginning with 511563 will no longer receive your benefit payments after March 2025.
· Do Not Throw Away Your Old Card.
o The balance on this card will CONTINUE TO BE AVAILABLE FOR USE until April 30, 2025.
o Your card account will be closed on April 30, 2025. If there are any remaining funds on your old Direct Express® card after April 30, 2025, you will be mailed a check for the balance in approximately 6 weeks.
o Refer to your Cardholder Agreement to reference any additional questions or term restrictions.

Important Information:

· You must either cancel any automatic recurring payments on your card beginning with 511563 (such as your monthly cable, cellphone, or insurance payments) or update the recurring payment with an alternative payment method (e.g., direct deposit) to ensure there is no interruption to any existing payment or services.
· Call the number on the back of your card:
o If you have questions regarding your Direct Express® card or
o You have changed your mailing address and need to provide updated information to us.
o If you have changed your address, you will also need to separately notify the benefit paying agency regarding your updated mailing address.

Thank you for your cooperation during this process. If you have additional questions about the changes to your Direct Express® card described in this letter, please call the number on the back of your card.

Sincerely,
Direct Express®

The Direct Express® card is issued by Comerica Bank®, Member FDIC, pursuant to a license from Mastercard®.
Direct Express® and the Direct Express® logo are registered service marks of the U.S. Department of the Treasury, Bureau of the Fiscal Service (used with permission).