Product: Credit card or prepaid card

I used my XXXX XXXX debit card to make two withdrawals at a XXXX ATM on the morning of XX/XX/XXXX. The first withdrawal of {$20.00} was successful, but I decided that I needed a more money. I went to the same ATM and did another withdrawal for {$500.00}. The ATM dispensed a receipt only and I did not receive any money from the slot. The receipt stated the transaction was denied. One of the XXXX XXXX associates did a balance inquiry on my account and found that the {$500.00} was taken out of my available balance. 

After the incident, I called XXXX XXXX customer service and spoke to a level 1 representative who claimed that a dispute form will be sent to my address within 3 days. The form never arrived. 

On XX/XX/XXXX, I called customer service again and spoke to a level 2 representative who said that another form will be sent out again and should arrive in my mailbox by XX/XX/XXXX the latest. Once again, the form did not arrive. 

On XX/XX/XXXX, I spoke to a supervisor who claimed she would definitely make sure I receive the dispute form. 

OnXX/XX/XXXX, I decided to call the customer service line again and I asked the representative an alternate way to report the incident because it was apparent that the dispute form will never arrive. The representative recommended that I compose a self-written explaining detailed information about the incident along with all bank receipts and fax it to ( XXXX ) XXXX and XXXX XXXX should get back to me by phone or mail in 3 business days or less. On the same day, I sent the fax as requested. 

After 10 days, I did not receive any calls or letters from XXXX XXXX at all, so I called back to speak to a supervisor who claimed that they never received any faxes from me. I confirmed with her that I sent it to the correct fax number and then I asked her why XXXX XXXX did not receive my fax and what else I can do to report the incident. She said the best course of action would be to send the fax and all evidence again and also mail it to the XXXX XXXX   Dispute Department at XXXX. XXXX XXXX, XXXX XXXX, TX, XXXX. I spoke to another supervisor and asked what am I supposed to do in this situation. I barely had any money to pay bills, buy food and pay for my prescriptions and I needed this to be resolved immediately. This new supervisor claimed that I can contact the Fraud Department at ( XXXX ) XXXX and ask for a temporary " hardship needs fund '', which is equivalent to a provisional credit, to be added to my available balance. The supervisor transferred me to the Fraud Department representative who said such a courtesy does not exist. 

I have not heard back from XXXX XXXX since my last call nor do I see any changes in my available balance. I decided to reach out to the branch manager at XXXX where the incident occurred, and she said that there is nothing that she can do to help resolve my issue and that I need to contact XXXX XXXX. 

I am not sure what to do at this point and I am not sure how long it is going to take to resolve this issue. I am still out {$500.00} that I can not afford to give away. I am going to take XXXX XXXX to civil court, because it seems like they are not even attempting to resolve my issue.