Green Dot Bank complaint: can not access money

My Brother has a green dot card with his VA benefits on it. Over $1500 that he can not access because he lost his card and is now in a nursing home and does not remember his log in info since he hasnt used it in years. It is impossible to talk to a person at green dot. I am power of attorney for my brother and i finally (after hours of trying every way!! got through on messenger. I gave them his phone and they called him but they need him to recall the address and phone number that he listed when he logged in which he can no do since he has medical issues and does not remember. I have sent POA forms via messenger and listed every known address (have been quite a few) and phone for my brother but they still tell me he has to call them with proper and address. I said there has to be some form or some other way to prove identity! All he wants is his VA benefits that are rightly his!!!!