NetSpend The stole our tax money and now we are loosing everything !! Internet

We did our taxes on Turbo Tax who recommended NetSpend for direct deposit of the funds we did that after recieving a text msg the funds were in we went and spent around $1300. our refund was over $ 8000. The following day we were told there is a block on your account till you prove you are John Doe So we asked what to send and did that now they say it is not good enough everything was denied ! ( We faxed Id issued From NYS DMV a letter from the Social Security Adm. along with the w-2 and a bill with name and address none was approved when I called them they finally said the funds could be transfered back to the IRS to no avail none has happened Anyone have any Ideas of where I go from here any help is greatful !