US Direct Express AKA Commerca Bank Bogus withdrawal from ATM in California when I live in Kansas and have card in my possession

 When checking my balance on my US Direct Express card on the morning my Social Security payment was due, I was told that my balance was $4.76.  I redialed and was told the same.  I immediately called to find out what had happened and was told that a transaction had been made in Los Angeles CA at an ATM machine at 1:13 in the morning.  I told the customer service representative that my only card and myself were at home in Kansas at that time and that I did not authorize such a withdrawal.  They gave the information and assigned a case number.  I was told to write a letter including all of the information which I did immediately.  I was told to ask for provisional credit which I did.  A week later, I had not received a new card and I called customer service again.  The service representative told me that she would have to cancel the card.  I said to please not do that as perhaps it had just not had time to arrive.  I eventually got to another representative after about 45 minutes on the phone.  She again verified my identity and went through a list of questions.  She told me the card that they had issued me had been compromised and not to use it.  I could get another card at no charge and they could send it to me overnight at $13.50 via UPS.  I asked about my balance which is still $4.76.  I asked about the money and was told by a recording of 45 to 90 days.  Obviously, my card had been counterfeited and compromised.  I was also told that I would have to fill out a service request form which she was to mail to me.  (Tell me why this is not available to download?) After they received my request, they could work on my request. WOW! Totally unsatisfactory.