Verification by serial number

Recently I received an email from Apple that I Purchased an App that I had recently purchased for a new phone with a new Apple ID and phone # because I believe my old phone number and router had been hacked. I clicked on a report a problem because the product name was different then was displayed in the App Store and then clicked on “show all purchases”. I was surprised to see that two days after I purchased my new phone that I purchased 7 apps that come standard in IOS (Pages, iTunes, Numbers, Apple Store, iMovie, Keynote, Garageband) plus rhe app I purchase 2 days previously. When. I tried to report the problem it allowe requires me to chat without having me sign into anything with my Apple ID or password so it took me by surprise when the agent answered by saying “Hi Carl. The blessed me and my family and asked how I could be assisted without announcing his or her name. I asked why Apple showed I purchased the app on the day I bought the phone and the I purchased it again 2 days later and on that same day it shows I purchased rhe 7 apps that come standard in IOS. She said ib order to help me she would need some payment details and that to verify my identity she would need to scan my phone for its serial number. But since I never logged into anything with my user ID and password what good is scanning my serial number? It would just identify the phone and not who I am? Is there any chance that this chat was spoofed? Is it normal for Apple to ask to verify identity by scanning serial number? Couldn’t she just ask me for it? And furthermore she asked me to click in my Apple ID wmd to go into Media and purchases. She asked me if the other apps that were downloaded looked right. There weren’t many so she said everything looked ok to her without addressing why my phone would show I purchased apps that were inclined in the standard iOS bundle

have I been hacked?

also off topic, but I have a Fios router with Fios TV. My router is in bridge mode but I didn’t set it up that way. It shouldn’t be right? I have had 5 calls with Verizon asking why the WAN light is not on and not one rep had said it’s because the router is in bridge mode. They have all made excuses or said the bulb is just out or even that I gave internet service so why should I care. Please help me.