Thats the problem these days - the customer service team are so far removed from any kind of real "do-er" (coder, designer, etc) of the systems that they dont even know where to start asking the questions, let alone get answers. Far easier for them to just say "computer is right" and hang up on you
That does sound very odd, epescially as the only different digit is the last one and its only one higher than the previous line. However I guess (and I havent done stats/probabilities for a long time) the actual probability of both numbers coming up is the same (they are both just a randomly generated number and just as likely to come up as each other or any other number combination), but having them one after the other is a very very long shot. OK so thats not quite true if you know how computers and random number generators really work, but when they designed the random number generator they wont have coded it as just doing +1