Your experience is not that uncommon when it comes to the newer anti-fraud measures banks are taking. About a month ago, I ran into a similar issue with my bank, Chase, where I have had a business account for the past 25 years.
I went to purchase a new phone for my wife on "our" verizon wireless account (I say "our" because our phones are on the account of my former brother-in-law, from way-back-when Verizon introduced 'friends and family' back in, oh, circa 1999 or thereabouts). When I went to check out with my Chase Visa, my transaction was declined because Verizon used my former BIL's name/address (which the Verizon account is under) for the "billing" data.
I ended up with my credit card locked. I had to call Chase's fraud department, which is now apparently located in some off-shore call center, because I could barely understand who was on the other end of the line. It was a cluster**** from the beginning, starting with her being unable to send a "verification text" to my cell phone (which I was using to call her, is the phone number registered to my account, and is the only phone I've ever had registered with them, as I've had the same cell phone number since 1997), to her asking me 'verification questions' about car loans I had 25 years ago ("which bank serviced the loan on your 1994 Jaguar XJ6?" -- I haven't had a car loan in over 10 years, and I can't remember the bank for that, let alone one from 1994).
It got even better. She starts asking me the date and amount of the last payment to my Chase card. Earlier that day, I had scheduled an electronic payment with my bank. I probably make one or two electronic payments a week (I charge everything, and I mean everything, on my business credit card, I never carry cash) and as money comes in, money goes out to pay off the card.
Now, figuring she's not referring to the current electronic payment I scheduled that morning, I tell her the amount of the previous payment. She wants to know the date. Do I know the date? Of course not. I know *when* I scheduled it with my local bank, but I have no idea when it was posted to my Chase account.
So as I'm talking to her on the phone, I log in to my chase.com account and pull up my account.
Me: "I have confirmed online my last payment was $2500 and posted on the 26th".
Her: "how do you know this?"
Me: "I'm looking online at my chase.com account, it says so on my account history"
Her: "Oh, so you are on your chase.com account?"
Me: "Yes".
Her: "Do you use an iPhone to access chase.com?"
Me: "No, I have an android phone. I have an iPad I use to sometimes access chase.com, and I had an iPhone, oh, 3-4 years ago, so I probably accessed chase.com years ago from an iPhone at some point, but I couldn't tell you the last time I did that"
Her: "I cannot verify your identity. Another fraud specialist will be in contact with you.
Me: "I wish to speak to a supervisor"
Her "My supervisor has access to the same information I do. He will not be able to help you either. You have to wait for a call from Chase"
She then proceeded to lock *all* my business credit cards, *AND* my chase.com account.
I had to wait an hour and call back, got another rep who was definitely friendlier, but who was still asking me insane "verification questions".
Her: "When did your employment end with Dick's Sporting Goods?"
Me: "I've never worked at Dicks Sporting Goods"
Her: "When was the last time you lived at 2367 La Juanita Boulevard?"
Me: "I have no idea what you're referring to, I've never lived at such an address"
Her: "Do you have any other credit cards?"
Me: "No, I only use my chase business visa account"
(because my 'brain' is thinking "business credit card", not "personal")
Her: "So you don't have an Amazon credit card?"
Me: "Uh, maybe, from 10 years ago"
Her: "What are the last 4 digits of the account number?"
Me: "hold on a minute, I'll get it for you"
(I then have to dig through my amazon account to find the card's last 4 digits, which expired several years ago)
After I give her the Amazon's last 4 digits, she "verified" my identity, and unlocked my account(s).
All I can say is... thank GOD I wasn't travelling on business, or had an employees travelling on business where they would need access to the chase business credit card I gave them to use for business-related expenses.
As it was, during that hour-long 'break' between calls, I had several purchases I made on amazon earlier that day "bounce" with an invalid credit card number when my account was locked...
I'm still ripshit pissed about it even today.