Cant download or upload a realm!!!

Been trying to upgrade my realm from 2 players too 10 players for a week now but even if i try download the 2 player realm it says failed . Then if i try to upload a previous downloaded world/realm to the 10 plaer realm i JUST PAYED FOR , it also says failed or just gets stuck on “initializing upload” and yes ive waited hours on this screen. Tried everything from reseting router to reseting xbox and even waiting days . I would atleast like a refund on the 10 player realm seeing how i only bought it to play on the realm ive already had for months just with more people. Very fustrating . I understand this may not be the place to ask for a refund but if anyone can direct me where to go i would much appreciate it, thankyou