re: Citi is still awful (2 years later update pg. 3)

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Will they charge us interest if we don't pay it?

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They should not, but all cc companies have language that says they "can". Capital One & Chase move fast on this, so it's never been an issue for me

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Will this eat into our limit until it is resolved?

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All CC companies do this. It sucks, but this is the right way to handle it to protect them. But, most move fast, so it's usually a non-issue.

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as if this rep was conducting the "investigation" over the phone and we're the suspects.

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I imagine this is standard procedure because shitty people will challenge random charges on their cards to avoid paying for items they bought.

As others said, get a new card now with a better company. Once this is resolved, walk from Citi