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I get these calls from time to time, and any bank with proper training should be 100% okay with you questioning their authenticity. There are some replies which indicate that the agent is annoyed... That's just poor training.

As for them initiating a phone call, it still does remain the best way to contact someone urgently, usually falling back to SMS and/or email when/if you don't answer (this was our SOP when I was in a fraud detection team years ago). We'd also usually tell them to call the number on the bank of your card (because not everyone is able to look up the bank's website, shockingly, so this is the most universally applicable way to give people a number) but my usual spiel was "call us on the number on the back of your card or from our website".

There's also no real way for you to know that they're legit, but an interesting reassurance one bank I know uses is to provide your month and day of birth and ask you for the year (as just part of the verification process). The partial info probably helps some people but I still wouldn't go for it - too many people know my birthday.

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