Credit Card Fraud Citibank

Redone

Hi There

Can anyone give me some advice please.

My card details have been used without consent for two transactions. The Citibank contacted me as they suspected illegal use of my card and I confirmed that I had not used the card for the two illegal transactions (for just over a thousand pounds).
The representative of Citbank (bmibaby.com) stated that because the payments was 'pending' they would not appear on my credit card statement. After two weeks my Citibank credit card statement arrived and it showed a transaction for one of the transactions used illegally on my credit card for £500.00.
I contacted the Credit card service team in India and was told 'not to worry as it was a technical hitch and no money would be taken from the direct debit I had set up to pay off the balance each month.
Two weeks later £500.00 was taken from my account when I contacted Citibank (last Friday evening) they stated this should not have happened and this would be reimbursed on Monday of the following week and I would be called by the team to confirm the reimbursement had taken place.

You can guess from this email that I have not received a call or that Citibank had reimbursed my £500.00.

When I contacted Citibank I was transfered to England and a representative explained to me that I will not be reimbursed until the fraud investigation is concluded, she went on to tell me it had not even started at this point.

When I received the statement showing I owed money for goods I had not bought, I put a written complaint into Citibank as my previous 3 verbal attempts of showing dis-satisfaction never came to anything.

Now the background is in place, where do I stand in re-claiming my £500.00. I have already started a Direct Debit indemnity claim through my bank but I have been warned that if Citibank do not refund I will lose the indemnity claim.

Many thanks
Redone