Direct Express complaint: Transaction dispute

My complaint:

My card was stolen on January 1 and I contacted direct express the next day to report it stolen and start a dispute the direct express supervisor told me that I could not start a dispute on the transactions until all of the transactions had posted.

I waited I called back I got the paperwork in the mail and I was told to fill out the dispute form and send it back to direct express.

I was also told that they would give me a provisional credit 10 days after I return the form until the dispute was solved .
direct express gave me a number 877-507-0012 to fax the dispute report to.

I faxed that dispute report to direct express on Thursday, 221. Of course I was told zhey could not email or fax it to me.

Several times I tried to call direct express to check to make sure that the paper had been received.
on all three occasions I was kept on hold for close to two hours.

When I did not get my reimbursed money by Friday, February 6 (two weeks and one day after I faxes the forms), I continuedto call direct express and it took me until Saturday to get through to them.

(they continually keep you on hold hour after hour after hour And inevitably you always get put through to the wrong department and they have to transfer you again so you sit for another hour or two).

When I finally did get in touch with someone from the dispute department she looked in the computer and told me that the paperwork had never been received and when I gave her the number that they gave me to fax the dispute to her response was:
“ I don’t know why they gave you that number. that is not the number that I give people and obviously they did not receive it.”
She then went over the dates and transactions and we discovered that the original direct express operator that I talked to had given me the wrong dates of the transactions.

the operator I was talking to then told me that I originally only had until January 28 to file the dispute and since it was February 6 I was filing the dispute after the day that I was allowed to.

She then gave me an entirely different number 866-915-5687 To fax the dispute from two and she gave me a direct number in hopes that I would not have to call in sick online again but the bottom line is that my money has been stolen over a month ago and My rent is behind and I am in serious trouble because direct express does not want to aid me in any way was getting my money back

I have had direct express for four years and my habits have not changed I pay my bills and I take enough cash out to last me for two weeks and then I go to the ATM if I need more money and withdraw what I need until payday after two weeks.
I never use my direct express card to directly purchase from a store
This person went to ten stores within a few hours and sometimes made multiple charges atbthe same store back to back. They drained my account to $0.
Direct express claims that their computers have no way to pick up on this and they have no way to monitor it.
And I have to seriously question a prepaid debit card company that handles the church for people who already a low income and on a fixed income and they have no way to monitor this kind of blatant and egregious theft.

What is very obvious to me is that direct express made it very easy for this person to steal half of my entire stimulus check because they don’t have mechanisms in place to deal with it yet they are doing everything in their power to make it as difficult as they possibly can for me to get my money back.

Suggested solution:

They need to give me back the money that this person stole from me as the evidence in the record clearly shows somebody who is trying to run up as much on a credit card as they could and they need to do something about the process for disputing transactions.