US Direct Express San Antonio Texas

My family and I are living in a motel, I lost my home and need my ssi deposit refunded. On 8/1 I went to the ATM to withdraw $600 to pay for a hotel for 30 days. The cash door never opened, money was not dispensed yet deducted from my card. I expedited a hand written affadavit explaining the situation and the remaining money I had from my last pay check I shipped the letter overnight . The affidavit was received and is being "investigated". I have explained over and over the urgency yet still have no refund. I was told by 2 reps of the many I've spoken to that a provisional credit could be issued while the dispute was being reviewed. I didn't get that yet either. I am desperately trying to get the money refunded . If I don't get this money immediately I will be forces to sleep in my car with my two grandchildren who are two and 10 months. Can someone please have some compassion and help me get this money back.