Maintenance for the week of September 16:
• [COMPLETE] PC/Mac: NA and EU megaservers for patch maintenance – September 16, 4:00AM EDT (8:00 UTC) – 9:00AM EDT (13:00 UTC)
• Xbox: NA and EU megaservers for patch maintenance – September 18, 6:00AM EDT (10:00 UTC) - 12:00PM EDT (16:00 UTC)
• PlayStation®: NA and EU megaservers for patch maintenance – September 18, 6:00AM EDT (10:00 UTC) - 12:00PM EDT (16:00 UTC)
I'd recommend contacting support if this is the case. There's not a lot that forum goers can help with I don't think. Make another character for now and check if you have the imperial version unlocked in the crown store. If not you may need to do something via the ESO website (entering a product code on your account?) to activate.
There is a known issue on Xbox One where Imperial Edition and Explorer Pack benefits are not appearing. It's probably also by extension a known issue for PS4 as well, but just in case they don't know, I'm tagging in @ZOS_GinaBruno. In the meantime, keep an eye on this thread. It's in the XB1 Tech Support, but the issue seems to be identical.