Nefarious behavior by customer service reps ?

This week I  contacted customer service in reference to a simple question, was there any promotions that I was eligible for if I did not want to trade in a phone or add a new line. I was very specific in my question because I had already went online to see what promotions were running. My first call to customer service was April 28,2025 @ 7:11 am est. I got a rep that wasn't very knowledgeable and continue to put me on hold to find out more information, at about 12 minutes, I expressed  that I was getting frustrated because it was a simple question that shouldn't take this long to answer. He informed  that there was a promotion that I could get $300 off and I did not need to trade in a phone nor add a new line. At this point, he offered to assist with the purchase , however, I did not trust nor have confidence in the information considering it took 22 minutes to get. So I told him I would call back. So I called back April 30 at 2:12 PM est. I informed this rep what the previous rep told me that there was a $300 discount to which he said no there is not only if you trade-in or port line over. He advised that I might qualify for a discount if I start a new line, I inquired well do I. He said the only way to find out was to." do some diagnostics on my account to see if I qualify." made no sense to me so I said so  asked "I have to simulate a purchase just to find out if I qualify for a discount?" His response was yes I told him none of this makes sense to me that I have been with your company for over 20 years and have never experience this before. He said well it's the only way to do it and then asked me for my Social Security number and my date of birth. I told him I would not be giving that information that he could choose another method to confirm my identity he said I had to give that in order to find out if I qualify.  I requested to speak to a supervisor he said, give him one more opportunity to see if it would work and he would reach out to the appropriate people came back and said no they said the only way to do it is to have my Social Security number and date of birth, I politely declined. I then went online to see if this was the only method to gain access to my account for this purpose as I've had the reps asked me for the last digits of my payment method previously. Well, of course, I found out that it was not the only method. I've contacted customer service again to confirm my findings. Everybody has read at some point about sales reps/cust svc reps slamming people into phones.

 My last rep was professional, informative, and proficient, and I informed him to ensure that he noted my account for your investigation purposes.These two experiences have made me question the safety and security in dealing with your reps now, I strongly urge you to investigate this. I'm sure that none of your customers find this type of behavior acceptable nor should you.