In harm’s way: Social security benefits elude South Dallas residents with blocked debit cards

Benny Cooper wipes the sweat off from his forehead. The 62-year-old has been mowing lawns this morning in the Ideal neighborhood of South Dallas. He tugs his lawnmower behind him as he bikes to the next house.

Mowing lawns is his only source of income right now.

“It’s been stressful,” Cooper says, tears welling up in his eyes.

Cooper retired from working in landscaping last September, and immediately started collecting social security payments. Instead of receiving a monthly check in the mail from the government, Cooper’s federal benefits were automatically deposited to a prepaid debit card. 

The Direct Express Mastercard works like any other bank debit card. Cooper could access his $563 dollars a month by going to an ATM.

Everything was working fine until Direct Express blocked his card in April.  Since then, he hasn’t been able to access his money. He says he has no idea what happened.

“It’s my retirement money and I can’t touch it,” Cooper says. “The system has got me locked out. They say I need a Texas ID. I need an original social security card.”

He calls the only phone number on the card once a day. He’s gone to the social security office on Malcolm X three times. No one there has been able to help him access his money.

Sherri Mixon, executive director at T.R. Hoover Community Development Center in the Bonton/Ideal neighborhood, says she saw Cooper mowing the lawn in the mid-afternoon heat. When she learned about his problem with Direct Express, she stopped everything to help him. 

This isn’t the first time she’s seen this problem in her neighborhood. She helped a woman in the same situation just days before meeting Cooper and learning about his dilemma.

“If it wasn’t her sharing her problem with others, I wouldn’t have known Benny needed me,” Mixon says, shaking her head.

According to the Treasury Department, the Direct Express Debit card is a way to get federal benefits without a bank account. Social Security, Supplemental Security Income (SSI) and Veterans, are required to receive payment electronically. The money is deposited directly to a bank or credit union account or added to a DirectExpress® prepaid debit card. 

Mixon has spent the last three weeks trying to help Cooper. She called Direct Express with Cooper. She also went to the social security office to show that he had proper documentation. Direct Express wanted Cooper to have an official identification card, original social security card, or a birth certificate. 

Mixon says it’s difficult for people in her community who may not have a driver’s license. The other woman Mixon helped was able to get her ID from the Stewpot. Mixon drove her to the social security office, and they called Direct Express together. That’s how she was finally able to access her funds.

Cooper has a valid Veteran’s ID. He served in the U.S. Army from 1979-1985. With the help of Mixon, he emailed Direct Express his Veteran’s ID card. However, he still can’t access his funds.

“What’s going on with folks who are sitting on this man’s funds?” Mixon asks. “You are wrong. This is a veteran. He’s worked his time. He’s done his service. You are wrong.”

We listened in last week when Cooper contacted Direct Express from Mixon’s office. Once he got a person on the line, he provided his social security number. 

The Direct Express representative then told Cooper that he needed to email an identification card with an image of himself. They needed the front and back of the card. Mixon intervened.

“We did that. We sent you a copy of the Veteran’s ID.”

The representative said it needed to be an original copy and not expired.

“It is [the original],” Mixon and Cooper said together. “And, it’s not expired.”

The representative said, “I don’t know why it got denied then. It sounds like you did everything right.”

“It’s depressing man,” Cooper responded. “It’s really depressing.”

The representative continued to find ways to verify Cooper’s information asking if he had a driver’s license. When Cooper said he didn’t, the representative said the fraud department does not have any control over the ID verification process. At this point, Cooper requested a supervisor.

The supervisor asked again about what identification Cooper had. Cooper repeated that he was a veteran and that he’d emailed a front and back copy of the ID to the Direct Express email. He also included the case number.

The supervisor said everything needed to be submitted in one email. Mixon said they sent the ID photos in two emails. The supervisor said that was a problem.

Later that evening, Mixon re-sent the email and included Cooper’s birth certificate.

“Just in case,” Mixon said.  

Cooper has yet to receive a response.