I discovered something that could be interesting.
Do you have access to the "Application Status Tracker"?
Sign in to your Application Status Tracker account (cic.gc.ca)
It's another portal where you can track your applications. There, I randomly stumbled upon the tab "Document Status". It displayed a new TRV number with a new expiry date (1 day before my passport expiry date). I verified and this new visa number is not the same as the ones i've had in the past.
I am not 100% sure but I don't recall seeing this before. So I am hoping that this means that a new Visa was approved and generated in the system. But because the government works in steps, they havn't had time to update me that it's approved.
Maybe that explains why when you called, they said eligibility was already passed but you havn't gotten any update.