You can escalate the issue with the customer care and see what they say. A similar thing happened with me when I wanted to open an account in Indie. I already had a Indusind account and for a long time was not able to apply. After escalating the issue and having continuous conversations with the customer care they solved the issue and I was able to open one. Maybe, in the same way, talking to customer care might solve the issue and you might get an upgrade. Also tagging the nodal officer will help as it did in my case.
Happy to help!
