Product: Money transfer, virtual currency, or money service

On XX/XX/XXXX, i recieved the last valid transaction on my account from my phone service provider at XXXX XXXX  After this transaction, my balance was {$9700.00}. My phone and internet/cable service is set on autopay. Later that evening, i shopped at XXXX XXXX XXXX XXXX supermarket and a few minutes later, i noticed that i did not recieve a record of the transaction on my smartphone like i always do with any transaction using the card. I said i would wait till later to see if i got it. I didn't. The transaction was for about {$40.00}. I assumed there was some problem with their system and that i would recieve it eventually. I used the card again on XX/XX/XXXX for approximatly {$100.00}, and again i got no record of the transaction. I couldn't see my balance on the company app. I called and entered the requested information. I was shocked when the service said my account balance was approximatly {$5500.00}. I waited and spoke to a rep and told her of my situation. I asked that the account be suspended until this issue was resolved. She told me i could be transferred to the disputes department which i agreed to. When i spoke to a rep in the fraud/disputes department, i was told can fill out and send in the disputed info form which they would email me. I took them over a week for them to send me a XXXX page report to fill out. I submitted the report along with a separate sheet of what transpired from the beginning of this issue. No one at XXXX XXXX XXXX ever called/emailed me with the status of the investigation. When i called them on the XXXX of XXXX, i was further shocked to hear my balance was now down to about {$2200.00}. How could this be if the account was suspended?. Numerous calls to XXXX got me nowhere. After a few calls over the next week, i was told that the investigation was closed because as they say, i didn't supply them with any more info about the situation. After requesting their fraud report which was mailed to me about a week later, i see that there were XXXX charges from XX/XX/XXXX to the XXXX, and i never recieved notice of any of the transactions. The transactions and ATM withdrawls were made at a XXXX XXXX # XXXX, which i looked up is in XXXX XXXX, Illinois, and i live in XXXX XXXX XXXX I had XXXX bills to pay and asked for the account be opened so i could pay the bills. I was told it could not be opened since it was more than XXXX since it was closed when the balance was approx. {$5500.00}. The rep told me i can get the balance transferred to a new card. I went to a XXXX location and after about half an hour of the store manager being on hold with XXXX main office, i got a card with the remaining {$2500.00} balance on it.Repeated calls to the fraud/dispute department got me no answers to my questions. About XXXX weeks later, i recieved a new card which had my name printed on it, which the temporary card i recieved when i visited the store didn't have. The address where this new card was mailed from is also in Illinois, at an address XXXX miles away from the XXXX. Giving this information to XXXX still got me nowhere with XXXX As i mentioned, i have never recieved a call or email from XXXX since the beginning, not even that they closed the fraud investigation, i always had to call them and give the same info over and over. I told them i will not walk away from this matter. I had been with XXXX  for about XXXX years and never had an issue. Someone at XXXX saw my Social Security payments going in since XX/XX/XXXX and saw the amount building up month after month. So this is where i stand right now. I submitted the information i have to the NY ttorney General 's office a month ago. The gave me an intake number and asked me to email them all the relevant paperwork. I called them on Monday the XXXX, XXXX and left a message and also emailed them, but i still haven't heard from them. So right now, i am stuck between a rock and a hard place and out over {$6000.00}. Please, any assistance you can give me would be appreciated.