Direct Express complaint: ouida banks

I lost my purse and id was taken I have been on the street several times because of Direct Express Hotel refund policy and several times Hotels have over charged, and I have followed their complaint procedures with no response or just denied…During the Covid19 stimulus pay 700 hundred dollars was taken over night form the Stratus hotel in Las Vegas…Complaint denied…Now I trying to get my just regular ck 2799 dollars on card, or should be….So lost purse had to get id card that took two weeks…homeless on street. I get my id, fax line not working. Ridicules hold times…Call back 24 hours to verify id, now they state that Id not real…front and back plus the have the receipt of my getting the id. That wasnt proof enough either.
Direct express have been taking 20.00 to 100.00 a month off of my card for some reason or another for years now…What to do?