My creative cloud subscription has been taken over by somebody else

I've been in customer service purgatory.  Am feeling desperate so came here for help.  My case # is 209864626.
In October I purchased the Adobe Creative Cloud for $19.99 a month (using the educational discount).  Shortly after that, my computer broke, and I did not have the opportunity to use the software, until now, when I have a new computer.  When I log in to my account, using the email I always use, I do not see the Creative Cloud and I am unable to use any of its features.  I am, however, being charged for it.
In my speaking with customer service, I've been told that there is another email associated with my credit card.  I don't know how this could be, and can only assume there has been some fraud or hacking - whether on your side or mine, I don't know.  But since I don't know what email is now associated with the account (and how would I, since it's not mine?), so far customer service seems to be unable to help.
What I do know is that if I am paying for a monthly service, I ought to have access to it.  I know that I have not yet used any of the features of the creative cloud - if somebody else has, then they are not authorized and are accessing it fraudulently.
I would like to be able to log in to my account (or get a new account) that is signed up to my credit card (that I have already been paying) and use this service.  The only suggestion that I've been given by customer service is to cancel the current subscription on my credit card and start a new one.  But the creative cloud is no longer offered at the price of $19.99, so if this is the only solution, I would like some assistance in signing up a new account at the previous price.
I'm really hoping you can assist.  Thanks in advance for looking into this for me. 

Hi Beccabakkerwells,
It looked like you had an issue with your email being incorrect but it was changed and the issue resolved. Is the issue solved now?
-Dave

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