Other features, terms, or problems: Credit card

I enrolled in a pay down program and was told to make the first payment that day, I did and yet my account never notated that it was in the program. For almost a month I called and constantly spoke to agents that assured me my account was enrolled in the pay down program. My next billing cycle came and there were interest and late payment fees tacked to my account and no indication of the pay down program. I continually called and have been told that a back office team with no means of communication will work on resolving the problem. Another billing cycle has passed and even more late payment fees and interest charges have been tacked onto my account. I continue to call every other day being told this back office team is working on it and hopefully by next billing cycle is resolved. My credit is now being affected by Citi who refuses to solve this issue.