Direct Express complaint: Barriers to getting a vulnerable veteran access to his money

I am a social worker who has been working with a veteran who has cognitive impairments for almost 3 months, trying to get him a replacement card with Direct Express, so that he can move into an ALF. Long story short, we were given wrong information about what type of ID would verify his account. Then when we finally got the correct form of ID, I had to send it in 3 times and call 1-3x per week to try and see if the account was verified. We were told that we didn’t call back in time, the ID was now expired, as you only have 5 days from approval to verify the account, which we were never told. We called 3 times between submitting the ID and it being expired and were told every single time that the ID had not yet been approved. Every time we call we spend close to an hour or longer trying to get something solved just to be told to submit it again and call back. Absolutely an abomination to customer service. We have done everything they asked us to do, and they have taken no responsibly for the delays and have offered so real solutions to get this Veteran access to his account.