Direct Express complaint: Card-to-Bank transfers will not ever go through for me

Ladies and Gentlemen:

My complaint with Direct Express is that I cannot get card-to-bank transfers to work. I have filed the paperwork they asked for on their Web site and received an ackowledgement, but it was never followed through with a solution. I have spoken with them on the phone twice. It is very hard to reach an agent, and one is frequently met with a recording saying to hang up and try again later due to call volumes. When I have reached an agent, in both cases the agent could not help me with that specific issue, and took down my contact information with a promise of a return call in 1-2 business days. In both cases, the call came when I happened to be away from the phone, and so a message was left but with no return phone number other than the same customer service number, where I can try to get an agent, who will again take my contact info, and again promise a callback, and …. ad infinitum.

Setting up a bank account and enabling card-to-bank transfers should not be such a challenging prospect for a competent financial agency, but, since it seems to be so for Direct Express, I need some help with a solution.

Thank you.