Yeah, this appears to have stopped, but was somewhat common a few years ago. My standard response was 'you called me, tell me who you are and I will call back on the official line'. They couldn't object to that. It was obviously some plan to 'ensure user privacy' that once it became known to one or two people with the authority to do something about it and the knowledge to know better it was quashed.
Now if only they would allow you to enable 2FA options that aren't SMS and also disable SMS. They don't understand that SMS is a terrible 2FA system isn't mitigated by 'but you can enable other things' if you cannot remove SMS as an option.