Direct Express complaint: Important

It seems no one is picking up on customer service with the number on the back of the card I’ve called it. Hung up on 11 times without anyone saying hello back they just hang up after I say hello and everytime I call back at you to get hung up on or I am waiting for over 2 hours on hold and then I get hung up on I am only trying to check my balance. I just got this card last month it was working sign this month it was working fine in the beginning I just want to check my balance knowing I have a certain amount on there and it won’t let me! It’s getting too close to the beginning of a new month where I get my social security deposit on there and I want to make sure I’ll get my money so I can pay my bills! When I even try to check my balance at the ATM it’s trying to tell me unauthorized user! This is my card I don’t understand what’s going when I used it on the sixth of this month! Since then nothing! No one is helping me please help!