Trouble verifying my identity in store to get new mobile line

We have gone multiple times to the xfinity store near us to get a new phone. Every time we go there have has issues with verifying my identity. They state it’s nothing I can do in person and it is all done online. They kept saying I would get an email that will ask me some questions and after submitting the answers it would clear out. I still haven’t received anything through email. Not even in the spam folder