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I apologize for the terrible support experience you had.
I understand that you have paid for an Adobe service and you are unable to find any information for the same. I did check the account under the Adobe ID that is on the forums and was unable to find any details of any subscription or product.
It can be that you have paid for a service under some other Adobe ID. Can you confirm me if there is any other Adobe ID that you have so that I can check for the same and help you?
I think the error may have been mine in that I created two apple id's i will delete the irrelevant one later.
The call line did not work though, for some reason. Delete this forum message if you wish as I do not seem to have the option to do this.
That's fine Richard.
If you still wish get connected to the support agent, let me know.