Direct Express complaint: Stolen money

While visiting family in another city . On December 1 2019 I made a purchase. At a pizza store .which was the only purchase of that day later that nite after going back to my city GAITHERSBURG .I relize my card was missing I call to check my balance inwhich I learn someone has used my card purchases wer made in haggerstown. I then call derect Express to cancel the card . They intern said they would send me a fraud complaint to fill out which I never received Inispite of my EFFORTS to RESOLVE The problem. And get my 163 00Derect Express has been utterly rude. I told them several times that I have not rereceived the complaint papers I was put on hold for hours waitn I ask to speak to supervisor I was denied. One of customer service. People said even if I had send in the complaint its not GUARANTEE. ThatI get my money back that was a red flag! The next person said it was denied because Ididnt claim purchase that was made on December 1with the pizza. I told them that’s wasn’t true .then I was told they would get back to me .its been 3weeks now we in April also I imform them13 00 I paid to have my card sent to me in 2days arrive on the 5th .The denied a refund it seems that this company is fraudulent. And have refuse to address the problem intentionly. I simply need my money on my card like Nowplease help me resolved this matter .Thank you.