Citibank — Disputed fraud case reversal request

On 23 april 2020, two fraudulent transaction was done by mistake and immediately within 2 hours which is under the guidelines of rbi and as per norms and requirement by citibank, we had done fir in cyber crime and deactivated cards also. We have audio recording of citibank phone officer explaining that as you have reported in time, we will take care before merchant banker claim for payment and give us disputed case complain number. We were constantly follow up with citibank by email and doing call for the status of reversal of amount but instead of that we have received statement for payments. Thereafter i had sent reply to the concern officer stating all facts but not getting positive reply. They are asking for payments with penalty which i have not to pay. They are not co operating me and advising me to contact police station and if police will approach us, we will support police for any information they want. Please provide assistance against harassment of citibank to make payments.