Direct Express complaint: Dispute denied

I had put a dispute in through direct express due to a unauthorized charge that was made in Johnstown Pa at the holiday inn. I live in Philadelphia and I travel to Johnstown from time to time. On August 16th there was an unauthorized transaction for $115 made to my direct express account I had my card on me and how this happened I don’t know but I filed a dispute because I wasn’t even in Johnstown at the time that this transaction was made and I filed a dispute with direct express and they are the most unperfessional company I’ve ever dealt with. So I filed the dispute and not even 20 days after I get a letter stating they didn’t find any unauthorized transactions how? I contact the hotel they tell me they can’t give me any information. Direct express has a dispute department that doesn’t answer the phone I’ve been on hold and keep calling just for no one to answer. I’m gonna be changing company’s soon my kids get there ssi on these cards and if there gonna let someone just steal my card information and don’t do anything about it then I don’t need to bank with them.