Upgrading internet issues

Sometime in October 2017 I upgraded from 40gig softcap to an uncapped line. On my bill I am being charged for an uncapped line from November 2017, however when logging into there customer portal to check my usuage it confirms that I am still on the 40gig softcap. I called the sales dept and they confirmed that my upgrade has been approved. When calling the technical dept they said to me that they cannot see any upgrade on their system. I have been calling on numerous occasions to both departments. Finally one lady admitted it was an internal issue and she has reported it and will be attend to l, however this was two weeks and it has still not been sorted it.