Citibank — never received dd of my balance after closing my nro account

Address:

Chandigarh, Punjab, 144008

I live in australia and i was nri customer for citibank for a while. I had nre and nro accounts with them. My parents were using those account in jalandhar, india. Last year they send me and email which said that they are closing jalandhar branch in october 2016 and the next available branch is in chandigarh which is too far for my parents so i decided to close my accounts with them. They closed the nre account and transferred the money into my parents new icici bank account but they refused to close nro account and refuse to give my money from that account. They told my parents that they can't close nro account and give them any money from that account and i have physically go to chandigarh branch and close the account my myself when i come to india.in april 2017, i went to chandigarh branch and met mr jaspreet and he told me that the nro account has been closed and the dd has been sent to my australian address. I never received that check. So i told him that obviously i never received that check so can you please reissue that dd and send that to my parents address in india as i am going to australia in may and he said he will do it. I even given my written application regarding this matter to him but nothing happened. Now i rang him last week after 3 months in chandigarh branch and he told me that the dd has been sent to my parents address in india and it has been returned but my parents never got anything. I asked jaspreet to provide me with details that when it was send and where and he said he will get back to me but he never did. After waiting for another week, i rang him again today and he gave me the same response that he will get back to me this evening as he got lot of work at the moment and he have to check his emails and will let me know.
1. Now my complaint is regarding citibank weird and strange rule that if the money is in rupees and i have given my parents access to those accounts then why didn't they allow my parents to cashout that money when the account was closed.
2. Why the dd has been to send to australia and why they never provided me any details to where they send that dd.
3. Unethical and very disappointing behaviour of chandigarh staff. I had to travel from jalandhar to chandigarh to sort out that issue but its still unresolved after 3 months even though i have been promised. I am still waiting for my own money because they can't give me cash even though i am sitting right in front of them.