When/Will My Internet Plan Change Take Effect?

I purchased gigabit internet 2 weeks ago and since then speeds have not changed. My plan/billing statement has not changed and yet I still got a one-time charge for it the 23rd: I try to click manage my plan to confirm but EVERY TIME it says something is wrong and to call representatives. Calling representatives just leads to bots and xfinity chat is useless. I have no idea if there's a better number to call or what to do, I just want better wifi.