Citibank Credit Card application error, can Citi fix this without a new application?

Frustrating as I’ve been trying to get This AA Executive credit card for a few years, finally felt it was my time. I applied in August was pre-approved, never got the piece of mail with the reference code. Thought it might just be a long wait for applications given the holidays are upcoming. I call after a couple weeks and they said they sent a letter requesting further verification and now the only way to verify is over the phone. I waited for a call, nothing ever came. All of a sudden I received 2 voicemails but no incoming phone calls on my log. I immediately received a rejection text from Citibank since I didn’t pick up the phone call I never received. Knowing this must’ve been a mistake I called back and the machine would not put me though with a rejected application so i spent the better part of an hour going down the rabbit hole to get reconnected to someone in person. 2 more people on the international call center attempted to do the same thing but it was never resolved. The last person I talked to refused to try to reopen my application and said my rejection letter will be in the mail… pre-approved, 780+ credit score, 9% credit utilization… and now a hard inquiry that results in no card on my report. Has anyone had the ability to resolve a similar situation? Is there a way I can either better the process for next time or fix my current situation once this rejection letter comes in? These international call centers are unhelpful and read the same script even if you have a problem that diverts off their script, they will still repeat the same thing.