Citibank review: Citibank banking not transferring money to requested account

I've been trying to transfer money out of my Citibank savings account to an external account unsuccessfully since last Saturday (a week ago). I've spoken to 5 different Citbank customer service representatives by phone, with each one giving me a different reason why it wouldnt work. 1) I needed a new ATM number (they expedited me a new card). When that didn't work, 2) It's a problem with my receiving bank. (it wasn't) 3) It's a problem with the Plaid 3rd party transfer app: it'll be fixed by tonight (it wasn't) 4) Give it another 24 hours (we did). Finally, the 5th customer service agent admitted that this was a Citi-wide incident and that the only way we could get our money was to wire it. So we initiated a wire transfer on two days ago and we got 3 different contact requests yesterday asking us to provide more information to ensure the transfer wasn't "fraudulent." I responded to all 3. The money STILL has not arrived into the wired account and is "pending." My money is being held hostage by Citibank.