Poor agent communication skills

I just received a call from one of the agents from accounts department. Firstly, I understand why I received the call, however the agent was very rude. She asked for my personal details without explaining what the call was about. I don't have any way of confirming that she is actually from fnb home loans as she claimed. Upon me trying to verify her identity (I even forgot her name), she told me, she can't stipulate the details on her side, yet I was expected to give them to her. I don't know how things work around there, but I know not to just give out my personal details. Kindly teach your agents how to communicate with clients, as the reason for the call I got today, wasn't even my fault. I say this because, while on the phone with the lady, the debit went off.

Another thing that actually contributed to me writing this review, is that she refused to try and debit again from my account, and she gave me an account number, which I'm not even sure belongs to FNB home loans. This is highly unprofessional, and needs attending to. Thanks.