Direct Express Unauthorized ATM transactions San Antonio TX Texas

Disputed 3 unauthorized ATM withdrawals from my Direct Express account. On the 26th of March, someone ordered a new card to be sent to their address without my knowledge. On the 30th of March they made 2 ATM withdrawals for 599.00 and 189.99 and on the 3rd of April for 353.00. I called direct express on the 4th of April as I tried to use the card I had but was not able to since once the new card was issued to the other person, mine no longer worked. I reported the charges as fraudulent and was told they will send me paperwork that I need to complete and send back. I completed paperwork and faxed on the 16th of April. I called and was told it had not been received. I faxed twice on the 17th of April and was told it takes 24 to 48 hours to receive faxes. I called on the 18th of April and still no paperwork received by them. I got a confirmation report on each fax I sent saying they were submitted and transmitted successfully. I called on the 19th and was told they received my paperwork that day. I had until the 18th of April to be eligible for provisional credit to my account which I achieved by faxing paperwork on the 16th and 17th but they magically got my paperwork on the 19th.

It is now the 15th of May. I call every day and am only told that my dispute is in process. This is in direct violation of the EFTA as I have not received ANY credit to my account for the disputed charges. They only give me the run around and have no idea what they are doing. I even had a supervisor confirmed the date of the faxes I sent as the 16th and 17th of April yet I was not given the provisional credit