Retention Date: December 31, 2026
Revisions:
· Section B
o Added cutover date for new enrollments to Fifth Third Bank.
o Added Frequently Asked Questions (FAQs) and guidance for existing customers.
· Section C
o Added the webpage to find fees both Fifth Third Bank and Comerica Bank.
· Section D
o Created new section for program reminders.
In September 2025, the Department of the Treasury’s Bureau of Fiscal Service (Fiscal Service) selected Fifth Third Bank as the new Direct Express (DE) financial agent after conducting a competitive selection process and evaluating proposals from multiple financial institutions. Customer transition will be a phased approach, minimizing customer impact and ensuring excellent customer support. Transition communication is planned for mid-2026. There are no immediate impacts to SSA’s existing DE customers, and existing SSA DE processes will remain status quo until further notice.
DE remains a safe, reliable, and efficient electronic payment method for beneficiaries who do not have bank accounts.
· New Enrollments
· Existing Customers
· Enrolling an Existing DE Customer in a Second Entitlement
o Proceed with enrollment as usual.
o Explain to the customer that we are currently enrolling new benefits on a Fifth Third-branded card, which is separate from their existing Comerica card.
o After the enrollment is complete, the customer has the option to call Treasury's Electronic Payment Solution Center toll-free line at 1-800-333-1795 to add that benefit to the new Fifth Third card.
o If the customer chooses not to consolidate benefits, they will have two separate DE cards (one for each benefit type). Advise them not to discard their Comerica DE card when they receive the Fifth Third card.
o The benefits on the Comerica card will migrate to the Fifth Third card in the future.
o For replacement or locked card issues, advise the customer to contact Comerica customer service.
· For FAQs, please follow the recommended responses below:
o When will I be impacted by this change? You will receive communication in advance of any changes that will directly impact you.
o Can I opt out of the change? Yes. You can direct your benefit payment to a financial institution via direct deposit instead of continuing with the DE Card. If you wish to continue using the DE Card, then you cannot opt out of this change.
o How do I cancel my DE card so I can have my benefit payment deposited into an existing bank account? You may request the change at SSA via telephone, in person when you make an appointment at your local Social Security office, or via your bank when you ask about enrolling through the Automated Enrollment (ENR) process (not all banks offer this).
o How will I be informed when my existing DE card is being replaced with the new card? You will receive communication in advance of receiving your new card. Please take time to confirm your email and mailing address are up to date with Comerica. You should continue to use your existing card until you receive a new one.
o Can I be transitioned sooner? No. There are no changes to your program or account at this time as a result of this merger.
C. Fees
Fees for both Fifth Third Bank and Comerica Bank may be found on the DE website: Terms & Fees - Direct Express.
D. Reminders
Please note the following important reminders to help customers have a positive DE experience:
1. It is important to inform customers of the program requirements AND obtain consent before enrollment. NEVER automatically enroll anyone into the program without first obtaining consent.
2. Refer customers to DE customer service for card issues. Customers can manage account concerns using the DE mobile app, DE website at Direct Express - Manage Your Federal Benefits, or by calling the customer service number on the back of their card.
3. Remind customers to keep their contact information up to date with both the financial agent and SSA to avoid authentication issues. SSA systems do not automatically update the financial agent with address or phone number changes.
By following this guidance, you can help ensure that DE continues to be an easy and convenient way for customers to receive their payments electronically.
Direct all program and technical related questions to your management.
E. References
GN 02402.004 “Go Direct” Campaign
GN 00501.013 Explanation for Types of Payee