I had something like this happen to me a few months ago. I couldn't apply RPUs or GPUs on-line even when there was availability. I had to call in the get the instruments applied. At the suggestion of a CSR, I was forwarded to web support. They told me they would look into it, and I haven't had any issues since. Next time it happens and you call to apply the instrument, ask to be transferred to web support (after getting the instrument applied, of course).