Strongly agree on Citi. I had an identical situation: I repeated multiple times that I needed the new card sent to a different address than I had on file, the person repeatedly assured me they would, and then they sent it to the address on file.
Citi's internal system for these credit cards sucks. The main application used for account management will tell the worker one thing and do another. Workarounds must be employed by the workers for many routine actions (or things like this happen).