I do not recognize this. I have a PIN for use with the EMV chip, but I have never even opened the envelope and never been asked for one when calling.
My account was locked recently because of two unusual transactions. They claim to have tried to reach me but my "voicemail was full". I do not recognize the number they called, but it may have been our last home landline number. They could not explain why they had not called either of the other two telephone numbers on file.
Back in 2011 immediately after the conversion to BMO, on my first call to them I was asked by an automated response message to establish a pin for phone calls. I set one up and I am asked for it any time I call Customer Service. This is different from the oral password that I had with DC/Citigroup and now remains the same with BMO, and different from the PIN for the Chip/Pin which they sent me.
I have had the card replaced twice because of two different instances of fraud (foreign charges) which BMO caught in the first instance and I caught in the second. I haven't had the card shut down since BMO took over, but I did have it shut down at least twice with Citi when I made charges out of the U.S. even though I notified them about travel.