Citibank complaint: UnProfessional or new incompetent employee

I went to check my account, and I was ed to call for suspicious activity and to verify transactions. I called and was tranferred to fraud department and for some odd reason couldnt verify me so i had to wait for a letter to come in which took 5 days, The day I did get the letter with reference number I explained that I was notified by them to verify transactions, I verified all the information just to be told my account is still being investigated, I asked how so I verified all he information and the charges, then they asked how long have I been at my address, how does my address become a verification to charges. After being on hold for like 2 hours because obviously the employee was new or incompetent tells me that account will remain blocked and he could not give me any other information. I explained i just verified the charges and the card is blocked so what other investigating is there to do, again this new or incompetent employee could not answer or transfer me to a supervisor.