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If you have been searching for information about changes to your Direct Express card or wondering whether you need to do anything because of the new program manager, this guide explains what happened, what it means for cardholders, and what — if anything — you need to do.
What happened: Comerica Bank is out, Bank of New York Mellon is in
As of January 3, 2025, Bank of New York Mellon (BNY) became the new program manager for the Direct Express® debit card program. Comerica Bank, which had managed the program since its launch in 2008, no longer holds the contract.
The transition was announced by the U.S. Department of the Treasury’s Bureau of the Fiscal Service after years of documented concerns about fraud prevention and customer service under Comerica’s management.
What this means for cardholders right now
The account migration from Comerica to BNY is happening in phases. During this period:
- Your existing Direct Express card still works. Do not cancel or destroy your current card unless instructed to by official Direct Express communications.
- Your deposit schedule has not changed. Social Security, SSDI, and SSI payments continue to load on the same schedule.
- Customer service phone numbers may change as the migration progresses. Always use the number printed on the back of your card, not numbers you find in texts, emails, or unofficial websites.
- You do not need to re-enroll or re-register unless you receive official communication from the Direct Express program asking you to do so.
What will change as the migration completes
BNY has announced improvements to the Direct Express program as part of taking over management. These are expected to roll out over time and may include:
- Updated mobile app features and self-service options
- New card designs issued when cards are replaced at expiration or due to loss/theft
- Potential updates to the official web portal
- Changes to customer service infrastructure
Official communication about specific feature rollouts will come from the Direct Express program directly. Be cautious of any third-party messages claiming to announce new features or asking you to “upgrade” or “verify” your account.
Scam warning: the transition is being used by fraudsters
Warning: Scammers are sending fake texts and emails claiming your Direct Express card needs to be “reactivated” or “updated” because of the Comerica-to-BNY switch. These are not from Direct Express. Never click links in these messages.
The program manager change is being used as a pretext for phishing attempts. Common scam patterns include:
- Texts saying your card has been “temporarily suspended” and asking you to click a link
- Calls claiming to be from “the new Direct Express” asking you to verify your card number or SSN
- Emails with fake “BNY” or “Bank of New York” branding directing you to a fake login page
If you receive any of these, do not respond or click. Call the number on the back of your card to verify your account status directly.
→ Read the full Direct Express scam warning guide
What to do if you have not received a new card
Not receiving a new card does not mean there is a problem. The migration is happening in phases and not all accounts will be migrated at the same time. Your current card remains valid until you receive official communication about a replacement.
If your current card has expired or is about to expire, contact Direct Express customer service using the number on the back of your card to request a replacement.
Official sources for updates
For the most current and accurate information about the BNY transition, use only:
- Official Direct Express site: usdirectexpress.com
- U.S. Treasury Fiscal Service: fiscal.treasury.gov/directexpress
- Customer service: the phone number on the back of your card
Frequently asked questions
Do I need to do anything because of the Comerica to BNY switch?
No action is required from cardholders right now. Your card continues to work, and your payment schedule has not changed. Only act if you receive official communication from Direct Express with specific instructions.
Will I get a new card because of the new provider?
Possibly, as accounts migrate to BNY. However, you may not receive a new card right away. Do not discard or cancel your current card unless instructed to by official Direct Express communication.
What is the new Direct Express phone number under Bank of New York?
Always use the customer service number printed on the back of your Direct Express card. This is the safest way to reach official support regardless of which bank manages the program. Phone numbers published on unofficial sites may be out of date or fraudulent.
Is my money safe during the transition?
Yes. The Direct Express program is backed by the U.S. Treasury. The change in program manager does not affect the protection of your funds. Continue using your card as normal.
Why did Direct Express change from Comerica to Bank of New York?
The U.S. Treasury awarded the Direct Express contract to Bank of New York Mellon following years of documented complaints about fraud prevention and customer service under Comerica Bank. The Office of Inspector General had issued multiple reports highlighting these issues. The new contract is intended to improve service quality and fraud protections for the more than 3.5 million cardholders who rely on the program.