Product: Credit card or prepaid card

I was receiving unemployment. I was using their usbank reliacard. On XX/XX/XXXX I went to the m & t bank in XXXX PA. bank number XXXX. At XXXX. I went to the atm enter my card at the time ending in XXXX. I wanted to take out XXXX. I punched in all my info the machine sounded like it was dropping the money. The cover never opened to dispense the money. I go into the bank and talked to a XXXX hair lady and she told me i had to call the number on the back of the card. I asked if I should try again. She said I could try again. So I go back out and try again with another XXXX. Still same thing. So now I'm out XXXX plus fees. I called number on the back of my card. Talked to someone and they told me i had to make copies of my receipt and fax it to them. So I do this. I then see the money is added back into my account. In the meantime I loose my card and have to get a new one. So I call and wait for it to arrive. The card comes and I check the balance on my card and see that it is minus XXXX. So I'm thinking mess up between old card and new card. So I call again to talk to someone. The guy I talked to said they deactivated my account. By this time I getting upset.. I asked how did the come up with no error occurred. The guy said he did not know that it is done somewhere else. Then he says They don't have to give you your money back. I told him that i was not lying about it and that i was not going to give up. That is two weeks worth of groceries.I hang up then call back talked to different guy, He tells me not to worry about the letter that the letter he had stated that it will take up to 45 days before a decision is final. So I hang up and wait awhile I call back and get the run around so I ask to talk to someone in charge. Her name was XXXX this was on XXXX she was senior something. she proceeds to tell me there is nothing that can be done. So I ask for copies of my statements and also for a copy of the documents on how they came up with decision. She tries to tell me she can't do that. By then I'm mad. I read the last paragraph on the letter I received on XX/XX/XXXX stating I may request a copy of the documents we used in determining the final outcome of the investigation if you would like to request copies of the documents or have further questions please contact customer service at the number on the back of your card. She asked me to hold on. she gets back on the phone proceeds to tell me i will have it within 7 to 10 business days. And that if I could provide new evidence they would look it over. The only evidence I have is the papers that came from the ATM. It is now XX/XX/XXXX and I still have not received the document that I'm entitled to. I did receive copies of my statement. 
I then call m & t bank and explained my problem to get more evidence. They tell me there is nothing they can do. I said what do you mean? Don't you tally your ATM daily was it over? You have video you can see I did not get no money. So to shut me up the young man gives me a phone number after talking to someone. I call the number and it the customer service number to check your account. I then talk to a friend who used to work at a bank and she told me that did not sound right. So she calls the bank where she goes to and that lady said that did not sound right and that she will look into it. I'm not a liar or a thief. I lost my son in XXXX. Left to raise my now XXXX yr old grandson. I'm just a grandma who has XXXX, I'm XXXX XXXX and trying to get by. If they would just check video they would see I did not get the money.