Direct Express complaint: Dispute Department will not answer me back

I have fraud on my card. I sent it to the disputes department via email and via mail which I sent certified with a return receipt. I included necessary photos, police reports, and any other documents related to the dispute. I have contacted direct express since November wlregarding fraud. In November they were supposed to turn the card off to stop the fraudulent activity, but they did not; therefore allowing the suspect to spend more money. I have spoken to supervisors regarding the fraud, the call always somehow gets disconnected and they do not call back. Fast forward to me submitting the final dispute with all the fraudulent activity, I have called and been on hold for over an hour with no one ever picking up the phone. I have sent emails asking the status of my claim, Ect. I was assigned a tickets number and no one ever contacted me back. I have used the same ticket number that was generated with my email to email disputes and even customer support to see why no one will get back to me and nothing. I had over $2,000 stolen, which I need back and no one has acknowledged my claim. A woman names *** signed the certified mail receipt when the hard copy of my documents were received by the disputes office.