Direct Express complaint: I have been denied the right to file a dispute

In January 2020 A family members account was hacked a hundreds of dollars was spent in several different cities ans locations. I have taken care of my familes financial affairs for several years, due to medical reasons he is an invalid and has extreme difficulty speaking and is unable to hold an ink pen.
DIRECT EXPRESS instructed me that in order to file a dispute, must become his legal payee thru the social security administration. I did as i was instructed. After the legal paperwork was completed the representative with the social security administration informed me that direct Express company will have knowledge of the payee paperwork. I waited over a week to let the information be processed and updated into the system. In February I called Direct Express spoke with the fraud department and filed disputes against all charges. I was told i would receive paperwork in the mail, and after the paperwork is returned the dispute can take up to 90 days. The paperwork was never received. I recently called Direct Express again to follow up on this dispute, I was told there was no dispute on file. I then asked to file another dispute, Direct refused to let me file because at the time of the fraudulent activity I was not the payee. I was previously told the only way I could file on his behalf was to become a legal payee. I was then informed that Direct Express had to speak to the cardholder, and this could be done thru a system set up for the deaf, blind and mutes. I again informed the representative that my family member could not speak into a machine, he can not type a response which is why he needed a payee, someone that could speak on his behalf. after a lengthy telephone conversation I was still refused the right to file a dispute of the charges.