nobody available and cokky as hell

I tried to call my private banker who is almost never available. i dont see the point of the system when nobody useful is ever free. then i called the call center and was asked to be authenticated. they are experiencing high call volumes as usual so a 15 minute wait and then finally this lady comes on and asks which account is it related. i say my credit card. she says 'can i have your cheque account details\. I say its a credit card not a cheque account. Alright now she wants to authenticate me. But why was i authenticated and asked all the security questions to go through it all again? I said i want to find out the us dollar amoutn of a transaction on my statement. "oh no Sir"