Romaine Fantroy, a Social Security recipient from Oklahoma City, has been facing a difficult and ongoing battle to receive her benefits, which has left her struggling to meet basic needs. Her ordeal began in October when her monthly payment of $943, typically loaded onto her Direct Express card, failed to arrive. The Direct Express card is designed for those who do not have bank accounts, allowing recipients to access their federal benefits.
After visiting the Social Security office for help, Fantroy was advised to open a checking account to resolve the issue. However, when she followed through, she was only issued a meager $93 instead of the full $943 she was owed. Despite repeatedly going to the office to demand her money, she was unable to receive her full payout for November until after she took matters into her own hands.
Now, months later, Fantroy is still waiting for her December payment and is finding herself unable to pay for essentials like food, cleaning, or even basic self-care, such as a haircut. She expressed the emotional toll the delay has had on her, saying, “My routine has been completely thrown off.”
She is not alone in her frustration. Another anonymous Social Security recipient reported a similar issue, with $1,800 owed to them, and a continual struggle to get through to the Social Security office or resolve the problem. Many individuals with Direct Express cards have voiced their discontent, citing hours-long hold times and issues with accessing their benefits.
The issue has drawn legal attention as well. Direct Express, which is owned by Comerica, is currently facing a lawsuit from the Consumer Financial Protection Bureau (CFPB) for allegedly failing to serve its customers adequately, including dropping calls and charging illegal ATM fees. The CFPB also claims that Comerica has refused to serve elderly consumers without a bank account. In defense, Comerica has filed its own lawsuit, accusing the CFPB of overreach and mismanagement in its investigation.
For recipients like Fantroy, navigating these issues has been both time-consuming and financially damaging. Social Security beneficiaries facing overpayment issues or repayment demands can file a waiver with the SSA using Form SSA-632 if they cannot afford to pay back amounts they believe were overpaid. Recipients can submit the form at a local office or contact the SSA at 1-800-772-1213 for further assistance.
This situation highlights the difficulties faced by Social Security recipients, particularly those using the Direct Express system, and underscores the ongoing challenges in ensuring timely and accurate benefit distribution.
