Product: Prepaid card

Hello, My son 's dad passed away XX/XX/XXXX his death was sudden and unexpected, At the time of his death his SSI benefit account was tied to my email he wasn't good at remembering passwords or keeping up with his benefits so we set up his online account through my email because I'm the more responsible one also he didn't trust anyone else with his information. I have copies of his birth certificate and social security card for the same reason he is more prone to lose it and he knows I'll do the right thing. We were not married when he passed away just wonderful co-parents he would call me monthly to check his account statements that come directly to my email he was XXXX right before his passing and didn't trust anyone else too as previously stated my issue is after his passing there was XXXX left in his bank account I contacted direct express to see what the process was for probate they let me know I would need a small estate affidavit name of individual requesting funds and the address of the individual requesting funds the small estate affidavit itself requires a copy of the death certificate and a description of the items being requested it also requires it to be notarized, Direct Express informed me they would be sending out a probate packet that needed to be filled out along with the requested documentation. i was staying in a homeless shelter at the time and i didnt receive the packet they mailed out to me twice i contacted them again and requested that they send the packet to his father who he doesnt trust with his money like he trust me the packet was sent out to his father who is not computer or paper work savvy so i got the affadaviy helped him fill it out we got all the requested documentation together filled out the probate packet from direct express and sent all requested documentation to direct express during this time i had been calling direct express for updates on the probate packet each time i was given a hard time due to us not being married or the fact i would speak to a different associate each time and they are not knowledgable in the probate process all while grieving it eventually got to the point where i had to request a supervisor every time i call in because they were more knowledgable and the answer they were giving would be more uniform on one accord do you know how frustrating it is to call the same company about the same thing over 60 times and get a different answer from a different associate each time its massively dissappointing and needs to be address its uncalled for treated me like im some how in the wrong because im being told something different from someone different each time, Eventually meaning 5 or 6 months into this back and forth round and round direct express said it is a 40 process once packet is received. I spoke to an associate who said they received the probate packet but the small estate affidavit didn't state what we were requesting ( the funds ) and the amount they didn't inform us I had to call and find out that is terrible processing. So we redo the affidavit correctly this time have it notarized again and this time we send it expedited next-day shipping to speed up the process. I called in again, as usual, and requested a supervisor for a status update she said they are not allowed to tell me anything about probate and I would have to contact that department directly which that department has nothing but a voicemail that they don't return calls on you can't even speak to a person I notify her that for the last XXXX to 6 months we have been calling in and getting updates about the probate process and next steps the different associates following different protocol for the same issue had come back to bite us in the XXXX she also didn't want to disclose any information to me because I'm not his father but his father had to get his social bank statements all account info from me all previous associates understood I have a child with him his account is tied to my email I have the social and bank statements I should be able to discuss probate. I even offered to call dad on 3-way so she could see I was authorized to do what I was doing but nope she wouldn't help me. In California where we live and where he died the child is the next of kin before the father said my lawyer. Back to the problem at hand, I had dad call in to check the status he had the same issue with associates not knowing the process and not understanding him I asked him to request a supervisor to mitigate the problem of uninformed associates and the game of telephone XXXX Tuesday XX/XX/XXXX a supervisor told him if all documents have been received which they have we would receive an update a check something in the mail by this Tuesday XXXX nothing received at this point it's been 9 months we have been going back and forth with this company to get my deceased childs fathers funds which will be given to his children like he wanted me and his father have already discussed the outcome but instead of the money going to his favorite people we have been going to war with the bank through this terrible probate process once the probate packet was received with all needed documentation it should've been done but direct express isn't even following its own expressed policy.

main complaint probate packet filled out and mailed in with all required documentation waited the 40 days that Direct Express said the process takes to distribute funds and then some extra for miscommunications with staff and still no resolution we are being given the run around by associates 9 months later