I am a Citi Thank you XXXX user. My card seemed compromised XXXX XXXX, 2015, and I requested card replacement with new account number right away. I needed instant replacement, because I pay my bills and use this card for all purposes with my XXXX other family members. As of today, I have been waiting for 11 days since XXXX, however, I have n't received my replacement card yet. So I contacted customer service to acquire the tracking number for my new card and they replied me back as below. 

We appreciate the opportunity to assist you. 
Our records indicate that your card was sent on XXXX/XXXX/15. If this card is not in your possession, we can process a security closure of this account. For proper security measures and a new account number, please contact us. 
If there is any way we can be of further assistance, please feel free to contact us Citi Card shipped my replacement on XXXX?! I assume the rep should n't be trained to advise customers with that way. There is no apology, and the rep is telling me to replace the card again. He/she does n't get my point and does n't care how inconvenient I, their customer, am with this credit card. 
I do n't know how to reach there supervisor, so I 'm posting my complaint here. 
