Useless bank

I made call to Standard Home Loans department and spoke to a lady by the name of Pertunia who told me that she cannot assist because I failed the security test by 0.5 and therefore she cannot assist, how does one fail a security question by 0.5 when the questions that you have to answer are yes or no and name your previous or current employer. She then put me on hold for a good 10 minutes after telling me that she is transferring me to her supervisor. what kind of nonsense is this. Instead of moving forward you guys are moving backwards with your telephonic exams where I wont even get a certificate.