Green dot corparation Greendot put a block on a card ive reported to them Houston Texas

I opened a case with greendot corporation on March 16th, 2018 not thinking they would block the card that had my income tax refunds on it. i went through several customer service reps explaing my situation to them that i went to a tax preparer to file my taxes not knowing I would get scammed. I found out there was a card purchased in my name on February 27th,2018 it took irs 2 to 3 weeks to give me the routing number and account number to the card that had my funds on it. when I finally got ahold to the routing number and account number and found out that it was greendot I was relief cause I've been with greendot for years but I didn't think at this moment that greendot would block the card and have me send out all this information knowing I don't have that much time cause me and my kids bout to be evicted cause didn't know my funds was already transfer to this card on February 22nd,2018. so I keep calling and calling so finally greendot gets me information so I can send to there address:p.o. box 5100 Pasadena California 91117. so I got all the Information they needed this is when the case first started on March 16th, 2018 kepted calling to keep up with the updates they kepted telling me they didn't receive it so at this point I'm frustrated cause I really need my money so kept calling and calling they still saying they never received it. so I'm pisses cause I have babies and I really need my money. so I when I talked to a representative they told me I have to send it again so I did which was on April 14th,2018 and still to this day I call greendot everyday to see if they receive my documents and still saying the same thing. I want to know what I can do to get my refund quicker cause I really need my money due to in December my apartment caught fire and I've lost everything that's what I've been telling Green dot but they act like they don't listen