Keep and Switch Card help

Can someone please help, I am panicked. I had $316 on my keep and switch card and I transfered $311 from my venmo to the card. Venmo says transfer complete, and the prepaid card says balance $5.48 as if they sent that money to venmo. So $600 is missing in action. I have no idea who to call or what to do? Has anyone else tried to transfer money to this card and this happen?