Is this the one you are trying to buy?
https://www.microsoft.com/en-us/store/p/destiny-the-collection-upgrade/c05zh0czcmfj
... this is the one earmarked for 360 owners who are moving to XB1
The other Collection package is for XB1 owners who may not have everything, or don;t have the game at all. MS support may be giving you the policy for the wrong one. It's happened before, especially with front line operators.
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Yes that is the one, it says coming soon which is what is says when you don't meet the criteria for purchase, even though I should do. And no they specifically were talking about the upgrade and the criteria they was for xbox One ownership and not 360. The full collection bundle has no criteria for purchase.