Complaint Review: Direct Express

I have been a consumer of Direct Express for numerous years. I had terrible experiences on 2 different occassion with no positive outcome. The first call was about a over-draft fee. (An overdraft fee on a pre-paid card) I call and someone picks up and do not respond. I hear talk from representatives of urinating, , why am I urinating so much. what are you wearing to the club tonight, etc. so I hang up call back, repeat the phone tree feasco again. Get to the supervisor who accusing me of not calling. I repeat myself again. She did not apologize for misbehavior , nothing. Today I call because I yet to receive my replacement card. 20 days later. The represenative yelled at me because she said I threw it away. I politely told her please don't assume that, because it is untrue. She yelled and I told her to transfer me to a manager or supervisor. She hung up. I called back, got the supervisor. I Told her about my card replacement. She said I have to wait another 5-10 days for another one. No compassion nothing. 

My main complaint is this:How can someone charge you a overdraft fee when if the money is not there it automatically declines. I'm not an accountant but I know that is not supppose to happen. There has been plenty of times I have swiped that particular card and it said "DECLINED" even if I was a penny short. So what's different this month?I called the Social Security Office and they instructed me to call back January to have my funds sent to my bank in February. Has this happened to anyone with Direct Express?