Citibank Credit Card Complaint

Citibank Credit card department,

Transaction issue Wisconsin

I made a payment to CITI - Credit Card on - -, 2016 using a CITI prepaid Debit Card issued to us from a furnace/air conditioning install. The payment was made over the phone with a representative from CITI Simplicity and I was given a conformation number to complete the call. I never say the payment post to my account so I called CITI back and they said there was no record of a payment being made on the - of -. I then spoke to several departments only to get the same answer that this never took place. I then filed a dispute with CITI - - and also called the CITI rebate card company and they immediately confirmed that the payment had been made and received on - - by CITI Credit Card on that date. We then had them email us proof of this transaction and sent it to CITI - to go forward with the dispute. I received an email showing a few days later that my card balance was at - $.00 as this payment was for the remaining balance on the card and thought that the dispute had been resolved. Then yesterday on - - I received the email stating the dispute had been denied and the $370.00 was put back onto my balance owed on the CITI - -. We Then called yesterday the - of - to have them re-open the dispute and I re-faxed the same proof along with a letter of explanation about the dispute to the Dispute Fax number for CITI - and also mailed a copy to the Presidential office in South Dakota. Then after speaking with our furnace installer because CITI - was not helping even after numerous attempts to resolve the matter I am contacting you to help in this case. I am not sure what else to do as this payment was made, it was received and our Rebate Card with CITI is at a $0.00 balance so the money was received. Please help us.