Service renewal not taking effect

Recently our 2 year plan agreement had expired, so I logged on to the Telus admin panel to renew the service. This offer to renew was to keep the original discounts for another 2 years. I did this several times, and the message is always the same stating that the price has been locked in for another 2 years, and I would receive a confirmation email.

I've never received a confirmation, and on looking online, Telus is still stating that my account is paying the full price.

If I try to choose a plan change, then I'm faced with a massive installation fee?? For what? There is nothing to install, this is purely signing another agreement for a given price.

How should I proceed with this?