Direct Express complaint: Money transfer to bank

My dad gave direct express his verbal consent for me to have access to his account to make any necessary changes even transfer his balance into my account he’s now in the nursing home and having one card to take care of his business makes it’s easier but direct express won’t transfer his balance and says he hasn’t had an account in years he had a recent transaction in dec 2020 they keep giving me the run around and I said I have a power of attorney they said they donot accept power of attorney I tried four to six times to do a card to bank transfer and each time they blocked it with no valid reason which leads me to believe they are the scammers this card is a direct express prepaid debit card beginning with numbers 5332 I don’t think they are associated with social security altho ppl get their benefits on this card please don’t get this card because they will give you the problems they are giving my dad I’m still trying to transfer his balance into my account the only thing left is to file a lawsuit it is so stressful and ridiculous how the law let something like this happen they have no legal rights to hold my dad money hostage smh