Problem with a purchase shown on your statement: Credit card

Statement payment amount of $9800.00 paid by check. Check was endorced by citibank, cashed, but not applied to account. Contacted Citibank who then created a dispute with a case ID and sent us an email requesting copy of endorced check from our bank. Copy was sent to given email address along with several requests for update. We then received a noticed that we failed to provide requested information and the case was closed and we would be recharged teh $9800.00. Once again, we called and were told to email the information to the same email address ( even after explaining I have gotten no response from that email address ) and that the case would be re-opened. Emailed info again as well as printed all information to given physical address with proof of tracking and delivery. Did not hear back. Called a 3rd time and was told to wait another 7-10 days and still have not heard anything. Along with the theft of our $9800.00, we were then charged late fees as well as over $200.00 in interest that needs to be reversed as well.