Not getting package I pay for, then asked by chat for social security number?

I switched to "Gigabit x2" a few months ago and while I didn't get full speed most of the time, I was getting around 1800mbps. I've been noticing only getting about 1100 now, so I started checking. I noticed in the xfinity app it has my service as "Up to 1.1gb download". The xfinity apps "Your broadband facts" says 2100. Checking my bill, I'm still paying for 2100. I checked with chat, and they said my package was 1.1gb, so I had him look at my bill and he said it shows gigabit x2 2100 on my bill, but didn't know what was wrong and transferred me to someone supposedly in tech support, who wanted my social security number and date of birth. What is going on? There is no way I'm giving that to tech support.

Something is really messed up on xfinitys end.