Only qualifying for more expensive upgrade deals

Surprisingly I qualify for the expensive options but not the one I want to upgrade to. When I queried, I spent more than 45 minutes on the phone and was repeatedly asked if I am under debt review - with no indication that the penny has dropped that the deals I qualify for are all more than a R100 a month more than the deal that I want. For weeks now the website has shown that there is a problem, and my recommendations cannot be shown so after paging through hundreds of options, the one I choose I do not qualify for - yet 35 minutes, and four departments later, no one knows why I don't qualify for the cheaper deal. Apparently, I will get a call back in 72 hours. There is something very suspicious about only qualifying for more expensive deals...