The Biggest Risk During the Direct Express Card Change Isn't Your Social Security Benefits - It's This

Approximately 3.6 million people receive federal benefit payments through Direct Express, according to a 2024 Treasury Office of Inspector General report. As Treasury transitions the program's financial agent from Comerica to Fifth Third this year, these beneficiaries have started receiving replacement cards. The change doesn't affect Social Security or other federal benefit payments. However, it may create an opportunity for scammers looking to use confusion to their advantage.

Fraudsters often capitalize on major government rollouts by posing as customer service representatives, sending fake emails, or asking for personal information under the guise of helping retirees activate replacement cards.

Knowing how the transition is supposed to work may help you spot these scams before they reach your wallet and change your retirement plan for the worse. 

How the Direct Express transition works

Before we delve into the scams to look out for, here's an overview of how the transition is supposed to work.

Current beneficiaries continue using their existing Comerica-issued cards until instructed otherwise. Treasury sends advance notice before mailing a replacement card. The new Fifth Third card arrives by mail, and activation instructions are included.

Nobody should contact you unexpectedly or send you a message by email, text, or phone about this change. Still, Direct Express users are often targeted by scammers who know seniors are often quick to act if they believe their benefit payments or cards may be affected or compromised.

Fake activation phone calls

A common scam is someone pretending to be from Direct Express, Fifth Third, the Treasury, or Social Security and claiming your new card must be activated immediately. Scammers ask for your card number, PIN, or Social Security number.

If you get a suspicious call, hang up. Your replacement card comes with activation instructions. You activate it using the official number or app, not by answering a phone call out of the blue.

Phishing emails about your new card

Another way fraudsters may try to get your information is by sending you an email that claims there's a problem with your replacement card or benefit payment. The wording in the email varies, but the message is urgent: You must click a link to "verify" your account.

To protect yourself, bear in mind that Social Security and Direct Express don't ask beneficiaries to verify personal information through unsolicited emails.

Fake text messages

Like emails, unsolicited text messages may warn you that your benefits have been suspended or that your replacement card is awaiting confirmation. They usually include links leading to a fake website.

Ignore these texts, block the sender, and report them as spam. Official communications about the transition are sent only via mail and through legitimate Direct Express channels.

Missing cards

Criminals may steal legitimate replacement cards from the mail before they reach beneficiaries. Once they have the card, they may try to activate it or use stolen personal information to gain access to your account.

If your replacement card doesn't arrive when expected, contact Direct Express using the customer service number on your current card or the official website. Don't assume the delay is normal if you've already been notified that a new card was mailed.

Requests for your PIN

If you receive a call from someone claiming to be Direct Express customer support asking for your new PIN to complete the transfer to the new card, hang up immediately.

Direct Express representatives don't call asking for your PIN. You only need to create and enter it during the official activation process.

Requests for your Social Security number

Fraudsters may call you, saying they need to verify your identity before mailing your new card and asking for your full Social Security number, date of birth, or bank information.

This is a very dangerous identity theft attempt that you should never fall for. Remember, the Treasury already has this information and uses it to issue your replacement card without any input from you.

Government impersonation scams

If someone claiming to work for Social Security, the Treasury Department, or Direct Express calls and threatens to suspend your benefits unless you act immediately (likely by giving them personal information), you're dealing with a government impersonation scam that could be very scary and persuasive.

Government agencies don't threaten to stop your benefits during an unsolicited phone call. Hang up the phone as soon as they start making demands.

Fake customer service numbers

If you received an email or text that includes a customer service number and requires you to make a phone call, do not call that number. The only safe number to call for inquiries is the one on the official website or your current card.

Why scammers are likely to target this transition

Since millions of people are receiving replacement debit cards, as the Treasury moves the program from Comerica to Fifth Third, scammers have an opportunity to impersonate government agencies, customer service representatives, or financial institutions.

The risk is not hypothetical. Americans already reported $3.5 billion in losses to imposter scams (the most reported fraud category) in 2025. Nearly $920 million of those losses involved scammers pretending to represent government agencies.

Scammers find exploiting older adults lucrative. According to the FTC, impersonation scams targeting them increased more than fourfold since 2020, with the largest losses tied to fraudsters posing as trusted organizations and pressuring victims to act quickly.

Bottom line

Receiving a replacement Direct Express card shouldn't put your senior benefits at risk, but responding to the wrong phone call, text, or email could. As millions of beneficiaries begin the transition, taking a few extra moments to verify who you're dealing with may help protect both your personal information and the money you depend on each month.

If someone contacts you unexpectedly about your Direct Express card, contact Direct Express directly using the customer service number printed on your current card or another official source. Bear in mind that a legitimate representative will never pressure you to share personal information or threaten to suspend your benefits if you don't act immediately.

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