We just went through the security question thing afew weeks ago as we were suddenly unable to pay our phone bill online. They asked Ric what my security question was... I yelled out.. they're supposed to ask YOU the security question and we give the answer. They insisted that we were supposed to ask the security question. I said, if I knew the security question and the answer to it.. then what good would the security question be? It was a mute point anyway as we hadn't forgotten our password. We ended up having to cancel the online bill pay and then newly apply.
Hope you stay sane!