Credit Card Query Referred to Internet Banking Division

I phoned the credit card division at 14h46 to ask if a charge from PayPal had come through to verify my credit card as I am unable to see it from my side at the moment. The consultant said she could not help and I should speak to Internet banking. I was then on hold and eventually hung up after about almost five minutes. Besides the frustration and the cost to me of having to hold on with no one to speak to, why does the Credit Card division consultant seem to think that Internet banking is a more appropriate division to speak to? Can someone explain that to me and, more importantly, check if there is a small charge from PayPal?