I didn't experience things like this but I agree with you that stake need to be transparency with why someone don't eligible for something. So that user can agree if the reason is valid and if not he can explain to the stake for the reason.
Go to stake.com or the site you use. On the top right side, you can see the human icon. Click on that and the list will drop down. On the top of the logout button you can see the "live support" and you can contact to the support team there.