RELOAD CARD DIVISION UNHELPFUL AND MISLEADING

I manage a non-profit organisation. In December 2014 I discovered that a former employee had deposited a large sum of monies from the organisation's bank account into a Reload Card. I contacted Reload to inform them and discovered that monies were being transferred into this person's bank account from the Reload Card account. I immediately put a stop on this account. I was asked to send and email, get a new card, submit a certified copy of the owner of the card and they will transfer the monies into the new card. After many promises by them to get back to me, which were broken, as I had to always follow up, nothing was done. Upon enquiring, I was put through to a woman by the name of Naseema, whom I greeted Islamically (which she ignored!!!), she said that I need to now get the person whose card it is to release the money!!! I cannot trace this employee and I believe that if Reload is delaying the process deliberately. They are unhelpful and it appears the everything stops at Naseema who is not even in a Management position. I have now been asked to follow the process of sending emails AGAIN!!! I am now frustrated and hope that someone who has the common decency to resolve this!!!