Need to Reset DPP Cap

I am new mobile customer looking to upgrade my device. My credit report was frozen when the soft credit check was ran, leaving my DPP limit at $0. I need a specialist to manually recalculate my internal credit tier and reset my Financing Limit (DPP Cap).

I cannot seem to get any customer service agents to understand what I'm asking for. I keep being reassured they've taken care of it, have escalated it, but no one has been able to rerun my credit. Can someone with the appropriate tier level, please help!!