Xfinity Customer Service & Facebook Messenger

Not wanting to wait on the phone, I decided to follow the route of using Facebook Messenger, which Xfinity advocates in their Help section. All I want to know is the whereabouts of my $450 prepaid gift card, but the 'supposed' customer service rep said I needed to download Anydesk Remote Control for them to help me. And if not that, they wanted account information from Coinbase, etc. What [Edited: "Language"] is that about?! What kind of scam is this?!

Please provide answers because this seems VERY WRONG! I would like to attach a screengrab of my conversation but this forum doesn't appear to allow for that.

[Edited: "Language"] I AM NOT HAPPY!