Effective Dates: 06/27/2025 - Present
Identification Number:
| EM-25038
|
| Intended Audience: | All RCs/ARCs/ADs/FOs/TSCs/PSCs/OCO/OCO-CSTs/OHO/OARO |
| Originating Office: | OFPPI DFPC |
| Title: | Discontinuation of the Direct Express Call Resolution Site |
| Type: | EM - Emergency Messages |
| Program: | All Programs |
| Link To Reference: | See Reference at the end of this EM. |
|
Retention Date: December 18, 2025
Purpose
This Emergency Message (EM) informs technicians about the decommissioning of the Direct Express (DEX) Call Resolution Site (CRS).
Background
In January 2023, SSA and Comerica Bank established an agreement allowing field office (FO) employees to electronically submit referrals to DEX customer service. The agreement provides an alternative avenue to resolve DEX issues for cardholders unable to obtain resolution through phone contact to DEX customer service. As a result of the agreement, SSA developed the DEX CRS to submit referrals for the following issues only:
· Replacement Card Requests
· Locked/Frozen Card Requests
Instructions
Effective July 7, 2025, the Office of Financial Policy and Program Integrity will decommission the CRS business process. Other customer service options are now available to resolve outstanding issues. In place of the CRS process, technicians must refer the cardholder to DEX customer service for assistance with replacement cards and locked or frozen cards.
Card holders may request a replacement card through the DEX website at www.USDirectExpress.com, through the DEX mobile app, or through the Direct Express® card toll free Customer Service Department number listed on the back of the card (1-888-741-1115). A DEX customer service representative will assist the cardholder with the issuance of a new card.
REMINDER: Technicians should not log into a Direct Express account or call customer service on behalf of the cardholder.
If cardholders are unable to authenticate their identity with DEX Customer Service and are referred to SSA, please discuss other payment options with the cardholder.
For further information regarding frequently asked customer service questions, refer the cardholder to the Direct Express customer service website.
Direct all program-related and technical questions to your office Technical Expert (TE) 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.
References
GN 02402.005G Direct Deposit Information for All Types of Interviews
EM-25038 - Discontinuation of the Direct Express Call Resolution Site - 06/27/2025