Not Getting Symmetrical Up/Down Speeds and being Gaslit about it

I moved into this house in December and signed up for 2gig Up/Down service. However, I have only ever gotten up to 300Mbps upload. I forgot to reach out back then. But I just did a speed test today, saw the capped out 300Mbps upload speeds and remembered I should reach out. After going in circles with the assistant and finally getting a rep, the agent said my service was actually 2gb down/ 250mbps up. This doesn't align with what I signed up for, with what my broadband 'nutrition' label shows, and what is available when I search for new service at my address.

The agent continued to insist that symmetrical service is not available at my address. He said that even though all of the sources I provided did say that's the service I have and signed up for and is advertised as currently available, its not actually available.

Can someone please help me determine what is actually going on, and how I can actually get the service I signed up for and pay for?