Hi Sheena, the low resolution image with size: 1000x667 is definitely NOT HELPFUL!
It's 4 times smaller than the Original and you can't analyze if the picture is sharp enough.
I just bought a picture and exactly this issue occurred.
Unfortunately there is no possibility to reach someone of your support by phone, even if it's provided on the support site.
(Unless you choose the option "I'd like to cancel my subscription")
It looks like I have to reactivate my fotolia.com account. Their handling and support is far more customer friendly.
Sorry to hear that.
Would you mind sharing the file ID with which you are facing trouble so that we can further assist you?
You may also reach our support team Support FAQ: How can I contact Adobe for support? for assistance.