They were not just talking out of their asses. It is normal procedure for a rep to ask for account info (specifically last 4 of the account holders social) before they are allowed to proceed with any transactions. If you are not the account holder, you just need to be able to confirm this info.
Basically, if its your Mom/dad/aunt/second cousins account, just ask them for the last 4 of their social just in case they ask. It won't hurt to write it down and keep it with you.
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