iCloud storage problem

This past weekend I upgraded my phone from the 8plus to the 11pro. I've been paying the $9.99 a month for the 2TB of storage on the cloud for a long time. While I was at the store upgrading my phone we made sure that photos and videos from the past 4 years were backed up, they were. Now they are missing. I have nothing since before March 2019. They aren't showing up on my new phone or on the cloud. I am devastated.