You should file a complaint with https://www.consumerfinance.gov/ https://www.consumerfinance.gov/ (CFPB.) It will get Citibank's attention and you will get to

You should file a complaint with https://www.consumerfinance.gov/ https://www.consumerfinance.gov/ (CFPB.) It will get Citibank's attention and you will get to their escalated support team which will hopefully get a better result. They will take a CFPB complaint very seriously and respond. There are existing regulatory systems in place to push back against the shady practices you mentioned.