Direct Express complaint: Provisional credit not given

My card was stolen. I called Direct Express 820. I refuted 3 charges. One with Venmo ($100) two with PayPal ($51.75 and $103.20) Direct Express advised to call both companies and file a police report and they would send me a form to fill out and return within 10 days. Venmo credited my account that same day. PayPal said they needed the 16 digit card number which I did not have and Direct Express would not give me. I called Direct Express 99 saying I had not received any correspondence from them. A manager (initials H.S,) said he would resend the paperwork and that the 10 day clock would begin September 9. Direct express received the paperwork September 13. I called back 921 noting that the investigation was taking more than 10 days and direct express told me that they had not received the paperwork by September 6 and that I did not qualify for a provisional credit. I told him (Cory) what manager HS had told me but they said still no go. It’s very frustrating I feel that I do qualify for a provisional credit.