Identity theft

I had a horrific experience today with at&t. I signed up for a new contract last week over the phone and gotten my number i have had for over 5 years ported over to the new phone i received in the mail. shortly after receiving the phone i saw a promotion for a different phone that i really wanted (i didnt go through all my options when i signed up over the phone) so i called customer service to do the exchange. I was supposed to receive the phone yesterday. I called because the online status said "in progress" so i call to get an update. A woman said there was a problem with the address and transfered me to someone else. That guy investigates and connects me to a lady named jackie. She verified all my information and asked when my social security card was issued? So i gave her my birthday. I didnt know there was an issue date? but after that she said i need to return my phone to a store. I asked if they will do the exchange there? she said no. I asked when id get the other phone? She said you wont..... I asked why not?????? She accused me of fraud and said what im doing is illegal!!!!! I asked her what i will do for a phone? she said get a prepaid phone. Like im a criminal!!!!! I used MY information and ive had their internet service for almost 3 years!!!! she said if i want service i need to go to the social security office and get a certified letter saying who i am and bring my license and a utility bill to prove residence and apply for a new line. After the conversation was ended my service was cut off and i went back to my old carrier, who was not able to retrieve my number..... If i had only known the kind of service and treatment i would be getting i never would have involved myself with at&t. Now i have to take time off work to go to the social security office to get proof of who i am just to prove a point? Not even to get service because obviously they dont want my business. I was/ am extremely offended.