Citi bank IVR

You've seen those commercials where they make noise about how when you call Citibank, you won't be tortured by an IVR? Well, not quite: I've called them a dozen times this week trying to resolve an issue, and every time I call, their IVR asks me to enter my 16 digit number to "expedite" my call. Fair enough. The thing is that every single time I've called, the representative has asked me to give them the number again. When I told them that I had entered the number already, the more polite ones apologized, claiming that it was not coming through, while the ones with less patienve straight out hung up on me.... Wow!!!