Call Centre fun

I am trying to register my new phone on the STB application. My old phone registered without issue. When I request the verification code it takes to long to reach my mailbox and the app times out. So I called the no. provided. The lady could not help me but said she will escalate to the tech support team. But first she needs to do a security check. Which I did not understand since the call is being forwarded to a diff dep that will any way do I security check when they get back to me. So after giving my card no, ID no, Physical Address, Email Address, mobile no I was asked what my account number is which I do not know off by heart and was not able to check on the spot. I was told this is necessary? Really after all the previous questions and the call being forwarded not dealt with? My whole life story just to forward a call to another department that will do a Security Check anyway? So frustrated I ended the call. Then mailed my personal banking assitant and proceeded to waist her time since your Call Centre is so forward thinking.