Sorry to be the bearer of bad news, only residential houses (not London, Paris, or Tokyo) can be upgraded. Good luck with you Epic project.
I apologize, I misunderstood your issue. I have not heard of your situation before. The only assumption I can offer is perhaps the building has been fully upgraded (sometimes it’s difficult to tell) - tear one down and rebuild in the same spot just to see what happens. It’s not a solution but it eliminates the only variable I can offer. If the results are the same contact technical support through the in game help section. Good luck.
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