For security reasons?! Do me a favour! :roll:
Companies have been handling account queries and far more sensitive financial queries over the phone for decades. This is very clearly an attempt at save money, once again at the customers' expense.
Now I have to raise a ticket, which you may (or may not) decide to respond to when you feel like it, and I can't have a conversation with anyone about why you've billed me for 2 things I don't have.