Direct Express complaint: ID VERIFICATION

I have been trying to get my money off my direct express card since November of 2022. I have not been able to gain access to my own account due to my state ID continually being denied. I have sent in the front and back of my ID several times to the email and faxed it. I have even sent in my social security card. I have gone into the social security office and they have verified my identity and I was placed on a call list through direct express. They were not able to verify my identity numerous times. I keep going back and forth between social security and direct express and I cannot access my OWN money. I cannot get a clear answer. Please stop holding onto my money. I am homeless and living on the streets. I suffer from mental illness. I can use this money to get into my own place and I am very upset that the two parties (social security and direct express) do not communicate properly. I have spent a lot of time and tears worrying about this issue.