Citibank Credit Card Complaint

Citibank Credit card department,

Closing/Cancelling account Pennsylvania

- - issued me a refund for overpayment upon me canceling services on -/-/2016. I received a prepaid CitiVisa card on -/-/2016, with my refund supposed to be available on that card. After attempting to transfer the balance of $250.00 from card to my checking, I was given error message. I then called Prepaid Citicard, in doing so, the first person was not able to help. I was transferred to a Supervisor. This lady told me it would be 24 hours and it would be corrected. On -/-/2016 I attempted to transfer funds. This time I 'm told there is no money on the card. I call Citi again. The first person today, -/-/2016, tells me that the lady I spoke to yesterday requested a check payment. I did not request a check. That person yesterday claimed to be me and requested it. My conversation was recorded, I told her multiple times, I DID NOT WANT a paper check issued. That associate claimed to me and authorized a check to be sent. I did not do that. So now I have no refund, Citi has an employee that impersonates customers. My next complaint will be with the Pa State Police, because she clearly committed fraud. And I am still out my refund from -.