NetSpend review: Debit account

My account was hacked today. My entire paycheck from my employer is gone. How did you allow someone to change my phone number to a phone number that is not even from the State I live in? Netspend states the following:

"Netspend uses modern technology and tools to protect customers' money from scams. One of the primary ways Netspend protects its customers is through real-time transaction monitoring. This allows Netspend to take action in real-time to protect customers' money in the case of suspicious activity.

If suspicious activity is identified, Netspend can place a temporary hold on the card until the customer can verify that the transaction isn't fraudulent. Keeping your information safe from fraud is our biggest priority and we use various tools to ensure a hold on your account is quickly addressed."

I am currently in dire straits! I need my funds that i worked hard for released immediately! Not only do I need to eat, I have bills to pay. You allowed 2 very erroneous charges to go through on my card (currently in a pending state) that are fraudulent. You all sent me a text asking if one of the charges was valid. I responded "no," however the reply I received back was "we are unable to process your request at this time." I then called and spoke with 3 separate representatives. The first one was transferring me to a Supervisor. I was on hold for over 50 minutes. The 2nd one promised to not place me on hold. She stated she would place me on mute and if I needed her, to let her know. The next thing I know, I was immediately placed back into an automated queue. I then had to call back, which was frustrating because I could not validate anything due to the state of my account. The last person I spoke with did her best to help. She at least was able to waive the fees associated with ordering a new card. Since then, I have contacted the Pennsylvania State Attorney General as well as the Florida State Attorney General because the entity that stole my funds has an LLC registered in Florida.

I am being told by your representatives that I have to wait until the charges are not pending, in other words, you will give my funds to this fraudulent entity and then investigate for at least 10 business days, in which case I could be dead by then. The practice here and the accountability by your company is unacceptable. I feel that you all are not taking any responsibility for this breach. Please advise on next steps. I would like you to respond to this email, because speaking with you all on the phone is causing even greater anxiety. I've been with Netspend for several years, and I am going give you a chance to rectify this in a timely manner.