Dissapointed

I called FNB Call Centre to request my 6 months statements. During the call, one of the security question asked was how much was the balance on my Bond account. I could not answer that question because that was the main reason for my call. Then the agent told me she could not assist me further. How can I be asked that kind of a question when initially I wanted to know how much I owed. I'm sure the agent could have generated another question besides that one