Samsung Galaxy s10e ineligible for swap and customer service phone line not available

I purchased a samsung galaxy s10e and the website says my device is not eligible for swap when trying to set up service. I tried calling the customer service number and it said Sprint connected me to an outsource call and I have to purchase a $10 dollar PIN to make calls or complete a collect call. If you choose alternative billing instead of giving your credit card information over the phone to purchase a PIN, it hangs up on you. Seems highly suspicious.