Am I The Crazy One?

I just paid off my phone two days ago on my grandparents line which is a spectrum account and I wanna keep my phone number and transfer it to my parents line (also spectrum). You can do this online but it would take a few days. You’d need both sides information and IDs. My grandparents live far away and I didn’t have her ID or her account information. I contacted spectrum myself to see if I could just use my parents information and then she fill out the form on her side and use her information without me having to use both on the same form but they said you’d have to do it on both forms. This was late at night and she had already taken her sleeping pill so I did not wanna bother her again so I had texted her and told told her what they said which was that we can go in store and it would be done right there since both parties would be there and it be transferred immediately so we agreed to do that instead. I traveled to the spectrum store an hour and a half away and when I got there, I told the lady my situation. She immediately shut me down and said “no we cannot do that here we cannot do it in store” and she handed me a slip. I was thinking it was the same slip they gave me online. I told my grandma what happened because she was not there yet and now looking at the slip it was a completely different slip for something completely different so she wasn’t even listening to what I was saying to her. So then I called spectrum myself and I got on with a representative and she said that they can do it in stores and asked if the lady give me a reason as to why they could not do it I said no. She asked me to go back inside and I did and I ended up speaking to a guy this time because the other lady was busy. I told him the problem and he was looking at the lady who originally told me no like he was nervous to go against what she said so he went over and asked her, and he came back and told me no. The lady on the phone then started giving me information about the slip to fill out online but my dad said that my grandpa was there with us which is who I’m under the account for and she said oh if he’s there, then they should be able to do it. So she put me on hold to talk to a different department to see if she was wrong. She came back and said they can definitely do it there that there should be no problem and then she asked to speak to associate in the store. I handed my phone to a different lady this time. The other lady was right behind her just sittting in the corner with her arms crossed and everything the other guy I don’t know where he was at. The lady on the phone starts explaining to this girl what the problem was and they should be able to do it and immediately the girl goes “no no we can’t do that here we’ve only ever done transferring a whole household so if you’re transferring one line, we can’t do that. We have to transfer everybody to a different household from the whole line. We cannot do that.” what I’m thinking is that they’ve never done it so they probably can but they just don’t want to because they don’t want the trouble trying to figure it out. Anyways the ladies on the phone trying to tell her that it makes no sense because they can. It is very possible and at one point the lady was just like OK I’m not fighting with them please give the phone back. She put us on hold again because she was gonna transfer us to someone else. We’re on hold and at this point we’re done with the whole interaction with the people at the store because I was very mad because they’re obviously telling us lies. A guy answers on the phone and he goes “before I start I just wanna tell you that they are definitely lying to you. I’m not sure why they’re not doing it for you but they’re lying” then he gave us the online slip again to fill out at home and wait a few days but because they told us to go to the store, I thought that’d be easier but obviously not. I get home fill out the form it said three or five business days not even five minutes later my mom gets a call that my phone was transferred. It was that easy. I should’ve done that to begin with. That’s my fault but I thought doing that would be easier because because I didn’t have anything to do the next day and I’d be done right then and there cause I’m also trading in my phone and I’d rather go to a spectrum store where I can trade it in for free instead of getting it shipped for $130 but then my mom explained to them what happened at the store today and he said those people were lying they can do it in the store. So online chat and three representatives have told me that they were lying to me and just did not want to do it. This is the closest spectrum that I had to my grandparents and me so we could meet in the middle and it was the location in Kingston, New York so I would not recommend going there because their workers are incompetent and can’t do their jobs. Am I in the wrong for being upset and choosing to go in person?

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