Larson, Davis, and Pascrell Urge Improvements to the Direct Express Program’s Customer Service for Social Security Beneficiaries

WASHINGTON, DC – Today, Ways & Means Social Security Subcommittee Ranking Member John Larson (D-CT), Worker and Family Support Subcommittee Ranking Member Danny K. Davis (D-IL), and Oversight Subcommittee Ranking Member Bill Pascrell, Jr. (D-NJ) sent the following letter to Treasury Secretary Yellen and Social Security Administration (SSA) Commissioner O’Malley supporting the agencies’ efforts to improve customer service for the nearly 4 million SSA beneficiaries who receive benefits through a Direct Express debit card.

“Nearly 4 million seniors, survivors, and people with disabilities receive Social Security or Supplemental Security Income (SSI) benefits from the Social Security Administration (SSA) through a Direct Express debit card. SSA benefits are a critical source of income, and for many beneficiaries, are their only source of income,” the Social Security leaders wrote. “When problems with a Direct Express card arise, beneficiaries who have difficulties resolving their problems can be left without their SSA income. We urge you to address longstanding customer service deficiencies at Direct Express, so that problems can be prevented and quickly resolved.” 

The lawmakers continued: “Many users report satisfaction with their Direct Express card. However, problems can arise, such as if a Direct Express card is lost or damaged, if a card is stolen or used fraudulently, or if a beneficiary is unable to activate a new or replacement card…SSA beneficiaries have a right to high-quality customer service, especially in this situation where their access to basic income depends on it.”

Read the full letter here.

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