Green Dot Bank complaint: One of your reps…was not being professional

I had dispute a claim I was working in missouri I had left my belonging in laredo beacuse I live in laredo tx but I work out of town so I left my wallet with my card pins inside my wallet i came back on aug 16 I came back home and my money was gone from my bank one of my roommate got my card and use it without my permission now I dispute the claim my 10 business day was up Aug 28 and no provisional credit was in my account well I spoke to one of the red and they said I had to send a letter they never said that to me I even ask them if they needed the police report they said no ontill the 10 business is up now I really want my case to get fix or someone help me out I have not receive a single email about a form nor of my update that’s not professional how u guys dont even send me a an email of the dispute form nor u guys have help me out now you guys have me in a recorded line as well ur rep ..so check my recording beacuse u guys never said about a form now am struggle to get my back into my account