Legal Question in Credit and Debt Law in Wisconsin

Unathorized payment withdrawal from checking acct.

I set up a forbearance agreement with my mortgage company. I called back to cancel that and set up a new one to start the next month, but she told me I had to call back in Dec to set it up. She said she would go ahead and cancel the one that I had in place. That down payment that I agreed to was taken out anyway. It caused my checking acct to go severely negative and I was charged enormous bank fees. When I called the mortgage company (Citimortgage) to report the incident they said for me to fax in a copy of my bank statement showing the payment being withdrawn and any fees resulting from it and they would reimburse me within 24-48 hours. That was 10 days ago. When I call back now I keep getting the run around and am being told by some customer svc reps that I cannot get my money back because I was delinquent on the account. This should not be so because I cancelled the payment which was agreed to at the time that I did it. I talked to a customer svc manager who told me I should be entitiled to the refund, but everytime she says she's going to call me back she doesn't. What should I do from here? I am still getting fees for returned checks that are automatically paid from my account every month.

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