Citibank — complaint about not accepting registered rental agreement as address proof

My name is akansha parekh and i hold a credit card with citi bank ending with no 6207, actually my card is expiring in may 2020 and hence i called the customer care to inform them that my permanent residence is under redevelopment and hence we have shifted currently on a rental basis so kindly update that so the customer care advisor is telling that registered rent agreement is not considered a address proof, as per rbi guidelines a state registered agreement is considered an address proof so why does citi bank has isaues with it, even if you go to any bank with your registered rent agreement they would happily open an saving or current ac so why does citi bank has a problem, i want to complaint against them