Issues with Citinzens and upgrading to Series X

So I purchased a One S digital All Access in Dec 2019 for the promise of upgrading to the new system. To make sure I could on release day I went ahead and paid my account in full to met the requirements of the at least 12 payments but Citinzens is now
telling me that cause I paid my account in full I dont qualify for the upgrade which I've already purchased though them. No where in the terms on both Microsoft or Citinzens does it say if you pay the original purchase in full you dont qualify for the upgrade.
So I'm asking here to see if Microsoft can help me with my issue.

:)