Told different things by 3 different aidvantage agents

Okay so I want to know if anyone else has experienced this. My loan servicer is Aidvantage and with everything going on with save I crunched some numbers amd saw the best low monthly option was the "Extended Graduate Repayment Option". I look up the details and I meet the requirements (over 30k, all direct loans)

So a few days ago I call to change my plan with an agent on the phone. She puts it in and almost immidietely she says it denied me and told me I was not eligible. After speaking with people I decided to call again today. This time the agent told me that option didn't even appear for me. Trying one more time I used the only chat feature and that agent was able to push my repayment plan to the processing team.

Considering I had 3 radically different experiences has anyone else had this. Im just confused on how this happens.