Direct Express complaint: Refusing to help me because of wrong email and phone number that already was updated

I’m making this complaint because I had disputed filed a I had to cancel my card because of a school that is fraud it’s a scam and the school refused to cancel and I called direct Express and I waited two and a half hours to get to somebody to see what was going on with my dispute and I had updated all my information with the regular customer service and they switched me over to my bank the fraud line and she asked me every thing all the information I gave her all the information that was updated I had to take my email because identity theft and I had to get a new phone number because my phone was stolen so and my bank said that they couldn’t help me at this time that I had to send all these copies of my IDs I tried to email them with the email address that they provided me with and it said address not found I don’t mind you know I just got my new cards and everything the other day and I’m very disappointed because I have rent to pay and I’m trying to get that $69.99 back on my card and she refused to help me saying that was not the right information that’s not what they got in their computer and I already updated all the information so I don’t understand what the problem is and all I want is my money back on my card so I keep that will be for half of my rent because I have to pay rent this Monday I pay weekly and I need that $69.99 back on my card so that way I can give my landlord after the rent money I would appreciate it if somebody can call me so we can get this figured out cuz I’ve been having issues with direct Express quite a few times on disputing and stuff like that and I have sent all the proof that they needed that’s why I don’t call them because I’m on the phone for hours and I just don’t get nowhere