Direct Express complaint: Refusal of Direct Express to discuss card issues with Social Security beneficiary

My parents live abroad and receive their social security wages through Direct Express card. Their new cards provided by Direct Express were not working (could not withdraw money). They tried to transfer their wages from their Direct Express account to a US bank account and they were denied (transfer did not go through). Followed-up multiple times but when finally were able to reach a supervisor at Direct Express, the supervisor would not take the call because it was a three way call with my parents and myself (three way call for a couple of reasons, one it is cheaper if I call them and conference call Direct Express otherwise they would have to pay hundreds of dollars for the international call, the second reason is their English not being good and their limited ability to understand questions that Direct Express might pose). They have not been able to collect their wages for months now and we have no resolution to the situation.