Welcome to the Rogers Community Forums @RoseyCheeks,
I'm glad you've reached out for clairifcation. Yes we do require two pieces of ID to set up a new service or an account. But it's not typical to call customers from a personal number unless it's a colleague from our field sales team. They do have designated lines.
If you are unsure of the individual who was helping you, please reach out to us via PM @CommunityHelps and we can complete an employee verification for you.
Please click here for instructions on how to send a PM.
RogersZia