It's to get through security over the phone. I was onto customer services earlier and they were sending me an email with instruction. It hasn't turned up so suspect there was a missed letter or something with the address.
Yes I was told the prompt question 'wife's birth place'
I answered and he proceeded to ask me the what is the ? 1st / 3rd letter of your password questions. He kept asking me to repeat myself as he was having problems understanding what I was saying. He still wasn't happy so he then asked me a number of different things which I can't remember before finally he was prepared to move on.
After dealing with my problem he finished by saying I needed to create a new security question for my mobile straight after finishing my call and he would send me a link and instructions by email.
I have not received that email hence raising this enquiry.