When you use an IVR system, most of them ask you to enter some kind of access code, such as the credit card number and other details. Combined with the fact that you are calling from your registered phone (which should be enough to identify you), by the time you reach the customer representative, they should already have enough information about you.
Then why do they always ask you to speak out loud the same sensitive details, such as the credit card details, Aadhaar number (or the Aadhaar enrollment number and the time of enrollment).
In some cases, after you have done all that, you are simply told to wait for some more days, without saying anything about your query.
Is that how it is supposed to be? It doesn’t sound right.