Direct Express complaint: Card problems

I called in and re-ordered a new card on May 12 they said it would be 7 to 10 business days if I received my new one, I called back on May 31 and come to find out the car was never re-issued let alone mailed so I asked to speak to a supervisor, supervisor on the phone asked me a bunch of random questions about my identity which had nothing to do with my identity and then stated that they would not re-issue me a card unless Social Security gave them some documentation.

I called Social Security they said that they don’t do that and to call Direct Express back. I’ve called four separate times since and the card that was supposed to be re-issued again on May 31 has not even been mailed out. Last night I called Direct Express and they gave me a tracking number so I called the post office this morning and the post office stated that they have not even mailed or released the card to be mailed and they keep giving me the runaround about waiting till Monday or they can re-issue me another card. I’m late on my rent due to their error and they refused to fix their mess up now I’m about to get kicked out because I haven’t paid rent because of them.

I love I’ve already switched my Direct deposit to another account but Direct Express refuses to release my funds to me and in order for them to return the money to Social Security they have to start an investigation and a dispute which could take up to 45 business days. I don’t have the time for that I don’t know what to do I need my money so I could pay rent and yet they don’t care to help.