Citibank Bank Account Or Service Complaint

Citibank Bank account or service department,

Checking account Using a debit or ATM card New York

Citibank - had fraudulent charges on my debit card. We have been filing a fraud charge for 3 weeks and they keep losing the request. We have spent 4 hours on the phone, and then call back and no one knows anything about it. The charge remains and they refuse to assist.