Citibank — Not refunding money from World Bank card

Address:

Chennai, Tamil Nadu

Hello, i sent emails and called them several times when i got email that they were closing the service on world money card on citibank to refund my balance on it. But i never got proper response. When i call them they receive the message and say they will get back to me but they never do.. And they never respond to email. I finally once they said my gender is not correct in their records that has to be corrected for proceeding with any further request and they asked me to send a written mail for that.. I wrote with all the necessary details and described the problem clearly and waited for their reply. But their response came back after few weeks to call me back to customer service again.. And the same routine started.. It has been more than a year i have not found a single person who has looked into it more seriously.. I dont have to lose my hard owned money because of some one else's mistakes.. Can someone please help me how to escalate it to the higher level or submit a complaint which would actually make take some action on this? Appreciate your help in this matter

Thanks,
Anusha