Hung up on

I spoke to four Xfinity employees today. 

The original purpose of my call, my mother went into an Xfinity store to try to upgrade her phone and was told that they could not do it unless I was there. Was very strange because I thought she was an authorized user on my account. 

Called Xfinity to get an explanation.  

1st employee 
Verified my account the normal ways using my name, address, phone number, and then texted me a code that they wanted me to read to them. Put me on hold to find out about the authorization issue.  Came back and informed me that they have to verify the account again. Asked for my social and date of birth. This seemed really weird because I didn't think that was something necessary. Went ahead and gave it to her. She then cold transferred me to another department.

Agent number two,
This agent informed me that they were unaware of why I called so I began the process of verifying myself again. This person did not ask for my social or bid date of birth.  When I asked him about this, he says that there's no reason for him to ask for that information.  I was concerned and he sounded like he was concerned as well.    He offered to get me to a supervisor after he solved by issue or answered my questions.  We had some frustrations with this agent answering a question that wasn't asked but That had more to do with him misunderstanding what I asked. After finally getting the answer to my question asked him to transfer me to that supervisor. He said, "no" then hung up. 

Agent number 3, I have no complaints or issues with.  She was just the person I talked to while asking to speak to a supervisor. 

Agent number 4

This person said they were the shift manager.   They informed me that they would only ask for social and date of birth if I confirmed that I wanted to make a sale.  I let them know this is not what I wanted to do. I only wanted to ask clarification on whether or not my mother was allowed to upgrade her phone at the store.   

She informed me that she was very sorry and went through the normal de-escalation things that I remember going through and then paraphrased back my issue that the person was confused about me wanting to make a sale.  I let her know that is not what I was complaining about. My complaint was about. I'm concerned about somebody asking me for my social and date of birth and then I was upset that the person hung up on me when I asked for a supervisor. Acted as though this may be something that needs to be escalated and she will take care of it. 

I have zero confidence that this is going to go anywhere.