Unreasonable security compliance procedure

This bank is the worst when you try to disinvest funds, they ask unreasonable security questions over the phone that relates to information that is not at my disposal and this got me very upset. the branch Mall @Reds authenticated me correctly both with my biometrics and facialink but the investment consultant in the other side of the phone insisted that I failed security questions that are not at my desposal but within that bank’s profile, I cannot read the banker’s screen to answer what is called security questions, it is not right. I will take it up with the ombudsman