You can call SBTPG during normal business hours M-F at 877-908-7228 and see what you can find out. Meanwhile, I would suggest you not touch a penny of that money until the matter is settled. Also, be aware that SBTPG is owned by Green Dot. (In case that "rings any bells" for you.)
Based on what the bank is telling you, it's likely somebody at SBTPG screwed up big time.