Poor customer service

A simple inquiry to relocate my current LTE capped package to uncapped has taken weeks without getting answers. Using both the contact centre line and chat service I;m continuously transferred to different departments. My latest gripe is being asked for a "unique authentication code" which I do not know what is being referred to as I used the contract number, account number and my ID number after which the call was promptly dropped. Why is it so difficult to provide answers to simple enquiries?