Bad service

I needed a debit order to be deducted from my account and I was asked to confirm my banking details. I don't know my account number by heart and the lady I spoke to said I should have had my banking app open because I knew they would call me back. How was I supposed to know that? I don't work for Vuyo's and I don't know their procedures. I mean there is other security questions they could have asked me. Really appalling service.