Citibank — Issue accessing my money in my account

My debit card was getting expired so the new card was couriered to my address. As I am at my hometown right now the card got returned and destroyed. So I called the customer care on 23rd August 2020 from my registered mobile number and the call is answered by "Simon".

He suggested me that the new card is returned and destroyed at branch. So i need to block my current debit card from mobile banking and he will raise a new card request on my behalf. He also said provided, I cant access my account and UPI transaction till 24hrs. After once i blocked my card over that call only, he said he cant raise a new card request due to some RBI guidelines. So i will have to visit to any nearest branch.

The nearest citi branch to my hometown is 250Km away.

On 25th August 2021, when i couldn't login to my mobile banking even after 48 hrs I called the 24*7 Citi phone and someone named "Shriya" told me as long as I will not get a new card i cant access my account or money and as per RBI guidelines no new master card will be issued. So i have to wait till any change in RBI guideline.

Please note: This is my salary account and today is 25th August 2021 and i cant access my account by no means.

So is this a kind of Joke that Citi bank is cracking with me or with all the customer the behavior is same. Sorry the frustration.

I have all the recordings, if CITI bank is interested to take action. Or will proceed legally if not reverted by Bank in a week from 25th August 2021.