CS reps talk rubbish. There's no such thing as reconfirming account just because it's the beginning of the year! Sheesh, those guys have quite the imagination.

I've been on the new system since July 2020 and everything has run like clockwork.

Sounds like a possible technical issue - there were quite a few of them last week related to funds and payments. I'm wondering if your account has been caught up in the glitches. 

Hopefully it will be resolved quickly though!