Bad service and contradicting authentication process

I received a call from Rose Lebona, she indicated that she is calling on behalf of FNB and does not specify why, asked me to confirm my ID number which I did not and asked her to state the reason of call. she refused and indicated that she will send me the summons because I am not co-operating following which I received an sms stating that my FNB credit card account has been flagged for legal action due to refusal to make payment.

I fail to understand as to which part of our conversation lead to a conclusion that I am refusing to pay an account as I only refused to confirm my ID number because she could not state a specific reason why she was calling me on behalf of FNB. given an explanation that it is for security reasons why would she then send an sms with details of an account to the same contact number where I answered the call and did not confirm my ID number? how do you then justify the security reason? is this the correct procedure or abuse of power where one can just flag an account for legal action because they failed to reason with the consumer?

Fulu.