Green Dot Bank complaint: Refund request

Sometime in the early part of July 2020, a friend sent me a moneykpak number which was not stolen so I could load it onto my green dot card. After making several attempts to load my card due to stating that the password was invalid, my card was locked for 24 hours. After the 24 hour grace period I tried to load my card again and after I was nor able to I called the customer service number and all I was told was that they did not handle the moneypak to go online, which I was sent a link to change my password. I changed my password but was still unable to load the moneypak. I called the number on the back of the card spoke to someone and told them what was going on. I was told that I should know something by July 17th, but around the 10th or 11th, I received a letter fromm Green Dot Corporation. I respond back with a letter. I am sending proof of both letters. I told them that I have several cards and they even sent me unlimited card after the letter. I told them I just want my refund. What they said to me in that letter is not the truth. I have requested refunds before and did not go through any of this.