Let's take care of this, Neil.
When you contacted our Payroll Support Team, they should be able to change your subscription while you're still in the line. Before we check your subscription in QuickBooks Online, we can do a browser troubleshooting. Cache helps your browser's background processes run smoothly. However, it can also cause unexpected results when piled up. Here's how to get rid of any cache-related concerns:
If you still have the Full-Service Payroll subscription, then the request you've made earlier was not yet processed. I'd recommend reaching out to the support team again. You can reach them through phone or chat: Contact Payroll Support.
Let us know how this goes so we can further assist you with this.