Tried to renew contract early with special offer but left in dark with no change?

[#1]

Hello, I tried to renew my contract early with the special offer but nothing seems to have changed and I have not been contacted in any way appart from some strange messages in help assist.

I have the email confirming the new contract and price (below)

Spoiler

"We're sending this email to confirm the details of your new contract and special offer price. ... From 13/08/2020, your monthly subscription will be £26.99 for 18 months."

My August and September bills are still the old price of £38.98

Below is the strange message I found on Help assist. I was not contacted at all and feel like I have been left in the dark.

Spoiler

Question #204938287

System User - Automated Script Pool

7:08pm, Wednesday 12 Aug 2020

There's been a problem progressing your broadband order.

We'll get some more information on the problem and update this ticket with details as soon as we have them.

[internal note]
Order has been cancelled. Please check Install Diary and resubmit order once issue is resolved.

Saf Foley - CSC Analyst

3:57pm, Monday 24 Aug 2020

[Internal]
Closed as modify completed

Kind regards,

Saf Foley

[#2]

Seeing as I've not had a reply, I've gone ahead and opened a support question as well (#206251239)

[#3]

I was called, I've been refunded (pending) for the difference in cost for 2 months and the contract swap should be sorted soon as a ticket has been created.