Direct Express complaint: Fraud dispute

My name is melissa  and i have been trying to get my money back 2 checks where stolen from me my july an August 2019 checks where stolen off my card i have proof that it was not me that made the transactions on my card i was incarcerated from june 10 2019 an made parole sept 12 2019 while i was in jail someone stole my purse an i keep copys of all my passwords wrote down but that didnt matter because all my info was in my purse the person cancelled my card an got a new one an not only have i been rudely spoken to by direct express ive also been hung up on an basically told that im a lier an my documents i faxed to them are useless i faxed my parole papers that say the date of my incarceration an my out date but none of that matters to them im still waiting on a supervisor to call me still no call ive asked to speck to supervisors at first they didn’t have one 2 weeks ago and yesterday they have one who will call me within ten mins still haven’t heard from anyone even though i have paperwork to prove i never made those transactions an faxed them to direct express i cant get my money back.