They were just wondering how many people they could route you to before you got mad enough to say something... I hate big companies where you gotta call customer service. They got about 10 different phone numbers to call, and it seems none of them fit your problem, or if they do, they route you somewhere else anyway.
Had to deal with Verizon for changing a password for a dialup connection for a guy. No related phone number. We called and were routed several times before getting an answer. We got an answer and it didn't work, we call back on the number they gave us in case we had to call back and got routed some more. Hung up and called the original number and it took even longer to speak to someone. Of course, they were from India, so you can't understand half they were saying.