Complaint Review: direct express

I am a Ssi recipient who receives my funds on a direct express card. After some unauthorized charges (approx $280 worth by the same merchant) appeared on my account before Feb 15th (the date I started the charge back process with direct express). I was finally given a provisional credit for that same amount (approx April 3rd) nearly two months after I started the charge back process. I was given this provisional credit only to have it taken away (in less than 30 days) without notice or authorization by direct express. Which is essentially the same action as the original offending company did (committed unauthorized charge without notice).

It's been over 90 days (charge back started Feb. 15, today is May 16th) since I started this charge back and I'm left without resolution. I've spent over days worth of hours on the phone to direct express over the past three months, and have gotten nowhere. Today's third call has gained me the knowledge (from a supervisor) that my claim was approved and closed out yesterday and I would get a letter stating this and when to expect my money. When asked why I don't have my money back today after this terribly long hardship the supervisor stated "maybe they are waiting for you to receive the letter before they deposit your funds". I've probably spoken to every supervisor that works for direct express and none of them ever quite seem know what's going on during my many calls, and even if they did are left at the mercy of their supposed and mysterious charge back department. Of whom has no telephone number to call, and only method of contact is the submitting of a support ticket by the very person who doesn't know what's going on. You are left at the mercy and hope that this support ticket is properly expressed and worded correctly so that these two parties can communicate and your problem will be solved. Which is never the case because the supervisors often leave out pertinent info, and the messages are poorly expressed causing a communication breakdown as the recipient charge back department picks the note off the back burner and comes to a resolution requiring the least amount of effort right or wrong. I've just given up during past issues regarding fees in the past because of this losing money in the process.