Upgrade

My account says I’m eligible for an upgrade up to 4 lines both my watch and phone are paid off but xfinity will not honor my upgrade. It says I reached my limit I have up to $3000 spending and can’t use anything can’t talk to anyone and when I went in person it’s escalated but no resolution at this point I don’t want nothing to do with yall. Platinum member over 10 years of service and no one can help this is crazy