Awful that it happened again

I cannot believe this happened again. So I wanted to upgrade my phone which had been paid off for. I went online and first upgraded my service to the premium unlimited data plan then went to upgrade the phone. I then proceeded to upgrade my phone but had issues so I placed a call. The first two agents I talked to told me I wasn't even eligible for an upgrade. The third agent finally was able to help me with my upgraded and paste my order then told me someone would call me later on that day to verify identity. I waited all day and finally made a call back the next day when I spoke to someone and gave them my account information they said they had to ask some questions to verify the identity. Then she said it did not generate any questions and she canceled my order without any explanation. She just said I need to get in touch with the credit bureau to ask them about the questions. So I finally went to the Xfinity store in the agent help me and was able to get my upgrade she also said she had to verify identity and it's asked questions and the question is magically appeared for the agent in the store. Well after I got my phone I realize I was going to charge more for the phone now then if I had gotten it off the website. I cannot understand why a customer of 19 years will be treated such a way. No one can explain to me and make it make sense while I'm being charged more than if I had got in the offline when they forced me to go to the store to get it. This is seriously making me reconsider my choice for mobile and internet service. I cannot believe a lawyer customer will get treated so badly.