Citibank — removal of blocked status

I, Ekta Prakash, currently hold two Citibank cards- Rewards and IOC.
In 2018, payment was overdue on my IOC card on account of renewal fee. However, this card was not used during the entire year 2018 and my intention was to close the card but somehow I missed it and the renewal fee was levied. I mistakenly believed that I had already closed the card and did not realise that the card was still active and it was in overdue status. This card was subsequently blocked along with my other card (which was actively being used and all payments were made timely).
In December 2018, I called Citibank helpline and asked for the next steps. I was told to pay Rs. 386 against IOC card which would settle my overdue amount and the remaining amount would be waived off. I paid this amount through NEFT on 14-Dec-2018. I was asked to follow up with Citibank after 14 days for deactivation of IOC card and re-activation of rewards card. Since then I have been calling multiple times but have not got a resolution on either of my cards. Both of them are still in blocked status. When I call on Citibank helpline, they say I need to call collections number[protected] but when I call there and put any of these card numbers, it doesn’t connect me to the executive as according to the helpline my cards are not in overdue status.
This is going on and on and has already created a lot of hassle. Please look into the matter immediately and help in taking the following action:
1. Remove blocked status from both the cards
2. Deactivate IOC card
3. Re-activate rewards card