Hey @zagiace. Thanks for posting. There is an issue with the way our older hosting plans are processing changes right now. Our dev team working to get that fixed. Unfortunately, that means the release of your domain will take a bit. I will try to update the situation here once that issue has been resolved. Sorry for any inconvenience.
Also, I'm not sure why it didn't happen when you purchase the new cPanel plan, but the guide you spoke with should have been able to transfer your renewal over. I'm sorry that didn't occur. Once the hosting plan fully cancels though, you should be able to request a full refund for it since the renewal was within 30 days. Once again, sorry for any inconvenience.