GO2bank complaint: HOLDING FUNDS

I had our tax return loaded to their card. The card never worked. They said they sent us a chip card and would have to wait for it until 3323 . The money has been on the card for several days already. And then they tell me that they cannot or rather will not transfer it to my bank account. I again will have to wait for a chip card. OR report it lost or stolen go to Walmart and receive a once a month pay out of 2400$.

So, this is all totally ridiculous as it is but to top it off I am not allowed to speak to an actual human because the system doesn’t recognize the damn card number THEY sent me! I have never had to deal with this type of issue before and I am tired of hearing the same answer on repeat! I know they can transfer online funds. The number doesn’t need to change due to having a chip or not online . How do I get them to release me my money now?