Complaint Review: direct express

i applied for the direct express card to put my ssi payment on the card. my back pay was put on the card .they say card will arrive at my house 5 to 10 working days. my card never arrived. between that time and every time i called direct express (5) differnt people said if you want your card it will cost you $13.50 if you dont want to give us $13.50 then there is nothing we can do. i told them i wouldnt pay there extortion fee .so today may 11 2012 my card did not arrive. i called up direct express they told me (it shows here that your card was lost in the mail) she said we can send you a new card in 2 days by ups ifbut it will cost you $13.50 .i finally said fine so i can finally get my money. i asked the lady whay part of dallas are you in so i can call the post office that handles your mail so i can see if they have my card .she told me im not allowed to give out our towns name. just the state. she didnt want me to catch her in a lie. direct express holds your cards and then forces you to pay them to get your orignal card sent to you.