Ace elite Netspend Locked my funds for supposed security breaching. But had no problem only allowing store transactions New Orleans Nationwide

So I get this reloadable debit card, thinking it'll be easy to manage while on  this new job.  I call the bank to activate it, it says it's activated.  So I go to an atm to withdrawal money, and it declined. I called the bank, literally get put on hold 45mins. Finally talk to an agent, she says that they never received documents for my security.  So I send them the documents.  And 8hrs later,I get an email confirming they received it but I still couldn't get my money, let alone actually have access to it.  I call back again asking what the hold up is considering I had just received an email stating that they confirmed they got my documents.  They claim they never received it.  Then the next agent says "ok, I'll go right ahead and make your account limitless" the next day, I can literally only go to a store to buy items, but can't withdrawal money.  They never even informed me that they cancelled my initial card that was coming in the Mail.