With the large numbers of CS staff now working from home, this really wouldn't surprise me. The lack of CLI does seem a bit clumsy, but maybe VM have decided it's better for these calls to be made from "random" numbers than not made at all.
The outbound call security has been an issue as long as I can remember. On the occasions I've had unsolicited outbound calls from VM, I have refused to give any account-specific information until they satisfy me that they're genuine... and it's usually ended in stalemate. Some other companies I deal with, have a system of exchanging letters from the a/c password - I quote letters 2 & 4, they give me 1 & 3, for example. Only the two parties who know the whole password would pass this, but the password is never actually mentioned.
If I'm expecting the call and they can give me some nugget of info to confirm, then common sense can prevail to some extent. I would not be surprised if this isn't factoring in the process.
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