No Upgrade - False Advertising

My mobile account said I was eligible for an upgrade. I had just broken my phone I had, so I decided to get my upgrade. I wasn’t able to apply for a new phone.

I contacted the company and was told there wasn’t an upgrade with a payment plan on my account. 
That is false advertising. It clearly, in green states I qualify for an upgrade. 
I have had nothing but problems with this company. They charged me for an extra line I didn’t have for over a year. I went through hell and back to get my money back. 
They say they have to do a soft credit check and then I still get denied. But yet a different phone company ran it and I will be getting a new phone. 
I tried to stay with Xfinity since I have been with them for two years. But, they couldn’t even help me get a new phone.

I do not recommend them for phone service at all.