Paying for upgrade but upgraded services not received

I upgraded my fibre online and the process only made it as far as the accounts department and not the fibre provider. I am therefore getting charged for services I'm not receiving. I submitted a query online and only got a response that I should restart my equipment. I then contacted technical support who confirmed that my account was updated but the fibre provider was not updated with the change. Technical support are unable to help me. Also, you do not get notified when there is a response to a query, you have to manually go check.