Direct Express complaint: Unneed fraud lock on direct express card.

I realized there was a lock on my card I thought it would be a simple fix just it was me after being on hold for almost 2 hours. They wanted my social security number and my boys social security numbers and I had to retrieve that information because that’s not something I just keep in hand. So I asked if she could wait a sec and she said yes. When I came back after only a couple min she hung up on me. After waiting a other hour I found out she put in a note now I need additional steps to prove my identity. I sent that email along with everything I could find to prove its me and no one else I was told to wait 24 the 48 hours. It’s now been almost 5 days. I don’t know what to do. Im complete panic because I need to be able to feed my kids and pay my rent and heat my home we are out of propane and now all sleeping in one bed with a little space heater to try and keep warm and this is the only source of income. Please please help! I don’t know what to do