"Your account isn't eligible for a credit at this time"

I’m trying to get help regarding the last two internet outages in my area. A few months ago, I was able to get the standard $5 credit through the app without any issues. But for the last two outages, one that occurred beginning of May (I tried redeeming the same day but didn’t note the exact date), and another that happened overnight from June 5th into June 6th. I tried to request the credit and was met with the message: “It looks like your account isn’t eligible for a credit. We apologize for the inconvenience.” 

So what changed? Why am I suddenly not eligible for the same credit I’ve received in the past even though I’m still paying full price for a service that keeps going out? I rely on my internet for work, so this isn’t just a minor inconvenience, it’s a real disruption. I’d really appreciate someone from Xfinity looking into this and letting me know how to proceed or messaging me directly with a solution.