Problem with a purchase shown on your statement: Credit card

I contacted the bank, thankyou from CITI to dispute charges, the bank issued the credit for the items I have never ordered nor received, services I have never requested nor ever used. I agreed to it after they made the investigation and credit my account. I requested the bank to close the account completely, but instead they sent me a new credit card number. Now under the new card number the bank reversed the previous amount they have already credited to my account. After that, I have tried to get in contact with the bank multiple times, I get thru after 30 to 60 minutes wait. They asked all the information to identify me,10 to 25 minutes, then, transfer me to another department, the asked all the information again and transfer me again to another department and so on, that happened multiple times and after 1 to 3 hours waiting on hold, they hang up on me with no explanation.