Citibank — chicken and egg problem!!

Citibank has put us in a chicken and egg problem
I opened my citibank account and later after a few years made it joint with my relative. My relative being second account holder.

Citibank is mandating us that all account holders aadhar must be linked. I don’t understand this requirement. Why do banks need second account holder aadhar in first place?

The issue is that my relative’s aadhar is never received since last 3 years and citibank does not accept e-aadhar as a valid proof.

Moreover we also find that citibank officials have made a mistake in recording the date of birth of my relative in their system despite all correct documents were submitted at the time of making it joint. As a result my relative is not able to validate themselves over phone. My relative does not have debit card nor online banking access. And if i validate myself and hand over the phone to second account holder, citibank does not like it.

This is a chicken and egg problem for us. The only and best option is to close the account which we plan to exercise. We have no complaint but a solution. This post is made in the interest of the consumers.