FNB requesting credit card details over the phone

I tried to make a payment through the Easypay website and the transaction failed twice, I then received an sms from FNB to call *** at 07h37 to query the transaction for security reasons. I entered my card details, password, expiry date and value of transaction as requested by the electronic operator and was thereafter received by Siyabonga Kanada, he was very pleasant and asked that I disclose the full details on the credit card, I objected to disclose any card details as previous FNB public communications by sms and app have advised that a human operator will never ask for account details. Why was my account and card details requested over the phone especially after I submitted them to the electronic operator and there is public advisory that FNB will not ask for account or card information over the phone? Siyabonga said that he needed the information to transfer me to the correct department. Please help me understand why there is conflicting procedures and information? I have thereafter been assisted by a human operator on the RMB service suite number who only asked for the last four digits of the credit card and the electronic operatic requested an ID number.