Green Dot Bank complaint: Dispute not handled

I filed a dispute on 08122021 and was informed, by email and phone that within 10 business days that my money which was not dispensed from the ATM machine would be back in my account. If the dispute is not completed that it will be a provisional credit. On the 10th business day my money was not in my account so I contacted GreenDot support and was told that I needed to write a letter requesting a provisional credit (in the email it stated that I would receive the provisional credit, it did not state that I needed to write a letter) When I explained that we were never informed that information and inquired who I should send the letter to the representative stated that I was out of the time frame to write the letter, it needed to be sent within 10 business days. When I asked why the investigation is taking so long she could not give me an informed answer. I asked because I was able to contact the ATM merchant the same day I filed a dispute and was informed that the ATM had a jam when dispensing my money and she was able to see that nothing was dispensed. Since I was unable to get information from the representative in the dispute department at GreenDot I requested to speak to someone in the investigation department so I could have a reasonable time frame of when they expected to close my case. The GreenDot representative stated that the investigation department does not have any contact information and she could not answer my question on how long they have to investigate.