I had the same experience with Citibank in 2001. I began saying "good morning, Michael. You're the 22nd person I've spoken to in my attempts to get this resolved.". They expressed incredulity, and that let me highlight the experience so far with names and comments. Nothing came of their sympathy, I'm sure.
Finally, after 29 people and me quoting chapter and verse of their obligations while they searched for money they misplaced - a sizable sum for me at the time - they did their bare responsibility and I had funds to use.