Direct Express complaint: Direct Expressed Approved $200 transfer without submitting papers that said were acceptable

After having my Direct Express card for over a year with no issues, I signed papers to let an assisted living facility take rental payments off Direct Express directly for October rent. A few days later, $400 was diverted to two different banks, one in Wyoming, neither accounts belonging to me, leaving the facility short on rent payment. Direct Express gave me a $400 credit while they launched an investigation. They then reversed $200 credit, explaining in a letter that they received sufficient documentation in an email for the transaction. The letter said documents could be forwarded upon request, and my friend and I were on the phone requesting the document they had, and they could not tell us which bank. They said they would email it but was never received. I had not set up online banking account with them, so never saw the transactions; only received the information via a phone call to Direct Express. The assisted living facility said they have had lots of issues with Direct Express, and other residents said also had their Direct Express cards hacked. I have since discontinued Direct Express and would never use them again.