Baffling security

I was supposed to have received a new credit card the beginning of the month. still waiting. When I phoned today to find out what is happening, I was told that to verify my identity I had to enter a part of my card number and PIN. This coming from an institution that repeatedly tells you not to give your PIN to anyone, has you signing legal papers to confirm that you do not give out your PiN to anyone, yet they wish it over the phone (it goes to another computer, we don't see it, I was told.?????? ) A supervisor did not come on the line as requested. My only option, I am told, is to go into town to a branch. So, why waste time having an unhelpful call center that requires for identification exactly the thing the bank is telling you not to do. Suffice to say, I am no nearer to getting my new card, thanks FNB, but can someone explain how a PIN over the phone fits in with 'Don't give your PIN to anyone?' Really!