Citibank — credit card not closed

I have asked the customer care person to close the card, as there is a fraudulent transaction happened last year & the same has been blocked also i have requested for card closure but they have not closed the card yet, even i have called the customer care executive in the month of oct 18 they don't disclose that the card is opened i have paid the bill amount and requested for card closure for the 2 nd time also, still the same negligence, because of citi bank credit card i have undergone to so many problems,
My cibil score has become less, due which unable to get the loan as required.
Now i am receiving the mails from citi bank stating outstanding due is pending on the credit card, i want the answer for this y the card has not been closed till now???