A support case was created for you and you should be contacted shortly by a Customer Support Representative, if you haven't been already. You can view and update your case at the Activision Support website. After logging in, go to "My Support" then "My Cases".
Is the Xp bar of your soldiers max out? Make sure it is. Also screenshot of your emblem would help
Make sure that your soldiers are already level 60 and the XP bar is all maxed out.
How many squad members do you have?
If your two squad members are already level 60 and the XP are all maxed out, then you should be Prestige 2.
But if your second squad member is not yet on level 60 and the XP are not maxed out yet, then it will show that you are still on Prestige 1.
Hope this helps!
Does your Prestige Icon show the same image when you reach prestige in the game?