Issue w/Mobile Device Upgrade

I've been a customer (internet &mobile) for 10+ years. I would like to upgrade my device on a payment plan. I've been on payment plans for my devices several times in the past, all devices have are paid off. My credit is ok, and hasn't changed much since I signed up with Xfinity 10 years ago.

I also have internet through xfinity.

My account says I have 0 elgible upgrades and 0 lines on payment plans.

I'm on the highest mobile plan (elite) because I was told by Xfnity rep that I would receive early upgrades and other promotions for a new device. That is wrong because I am still not elgie.

How can i resolve this? I need a new phone for work, I cant pay 1k upfront.