I cannot active Card and withdraw Money

I has a Payoneer account which is linked with Upwork (a freelancer page).
Payoneer allows me to transfer money from Upwork to Payoneer.
However, when I withdraw to Bank, they said my card has NOT active.
It is UNFAIR.
I email to request active my card, however long time no response.
They just receive money but not release my money.
What should I do now?