Citibank — Unethical behavior

Address:

New Delhi, Delhi, 110024

I am writing to complain about the unethical behavior of Citibank Customer Care Team. Despite repeated follow-ups with them, they have shown no professionalism at all.

On Sunday, July 2, in the evening, I presented my Citibank Suvidha Debit card for payment at two different merchant outlets in one of the malls in South Delhi. However, it got declined at both the outlets, even though there was sufficient balance. I came back home and tried to add money to my Paytm wallet which is linked with my Citibank debit card, but I got a decline message which stated that the payment has been declined by the bank. It was quite late in the night, but I still decided to call the 24-hour Citi helpline number. After verifying my information on IVR, the call was answered by Vignesh and I explained the situation to him. He told me that there is nothing wrong with the account and it is operational and said that I should check with Paytm. I stated that how can the card be declined at three places in one day if everything is fine. To this, he had the audacity to say that maybe all three outlets have a problem. After this, I asked him to connect me with his supervisor. First, he said that the supervisor is not there and when I asked that how come there is no manager on the floor, to which he said that the manager is there, but the supervisor is not there. I wonder what he meant by that!!
The manager Shriram came on line and after check some information on the system told me that due to the name change request on my account, the old debit card has been blocked and a new debit card was delivered to my home address on May 8, 2017. I told him that a name change request was indeed made by me in May 2017 and that I have already received a check book reflecting the new name. When I asked him who received the debit card on my behalf, he said that it's Mallika (who is my mother in-law) and also said that her signature is there on the courier receipt. After the conversation was over, I checked with my mother in-law and she said that she has not received any such courier.
Then I got busy during the week and called up Customer Care again on Thursday, July 6, 2017 and spoke with Gurpreet. When I told her about the situation, she checked her system and said the following things:
1) No new debit card was couriered (Shriram lied to me).
2) My existing card is a grocery card and since Citibank doesn't issue these type of cards anymore, my card was blocked. (Card blocked without informing me)
3) She assured me that I would receive my new card positively by Friday, July 7, 2017 as she's putting it on priority (Another lie, because I have not received the card).

My questions and concerns:

1) Why did Shriram lie to me that my card was couriered and received on May 8, 2017?
2) Why was my card blocked without informing me? My card is linked to some wallets and apps which requires a monthly deduction and because of the blocking, payment can't be made to those apps and wallets. And, this has caused me a lot of inconvenience.
Ideally, a new card should have been sent to me first with instructions and then the old card should have been blocked.
3) Where is my replacement card?

I am totally disgusted with the way this has been handled. So much lies and misleading information. I have some other complaints to make as well about other issues, which I will eventually.

This is not the way to treat your customers!! I feel mentally harassed and disturbed with this behavior of the customer service team of Citibank!!