Direct Express complaint: Fraud

My complaint:

My account was charged over $500 in international charges all on the same day. I saw this and immediately reached out to them, which they have no email i find this to be a little strange, so i had to wait on hold for 45 mins just to be transferred to another person but not before holding again for 1 hour. They said they filed my dispute never gave me an would resend me a new card that i paid $17 to have it sent in 2 days. The card never came so I once again had to call them and wait on hold for 1hr 25 mins to get told it was never processed or sent out, they would resend me a new card with another fee but would refund the fee (still waiting for that) so i asked about my paperwork for my dispute because you only have 10 days to return it from the day I filed my dispute. They said it was sent out and is in route I should receive it Monday January 27, well here we are Friday January 31 still no card. I tried calling them all morning only to be told by a computer that i can call back at a later time and hung up on, this happened continuously for 2 hours. I am at my whits end I feel it is there company that is taking the money with these fraudulent charges, why else would they not send my paperwork or once I enter my info they magically disconnect the call. I cannot reach a live person to get help me. The sad part is this is a disabled persons money who lives on a very fixed income well below poverty level and all I am trying to do as this persons payee is get there money back by going through the proper channels Direct Express asked me to and they are the ones making it impossible to do so! Most people would just give up from frustration, I however will not! I am responsible for this persons money and need it to all be accounted for. I will file a complaint with the BBB also get my attorney to file a complaint with the court against them. I have absolutely had enough of this company and the run around they keep giving me. I just want this situation resolved, I truly cannot understand why Direct Express is making this so difficult.

Suggested solution:

I would like to be able to speak with a live person when calling and the fraudulent charges on this account returned.