New user won't be added

Even though we both have a business account and a student account paid for, our student user can't be assigned to the account and it says we only have one licence so we can't add him.
The buttons:
Creative Cloud business
Creative Cloud Teacher/Student
Are both visible, but when clicking on 'Creative Cloud Teacher/Student" it shows the error message as shown in the attachment
At first we thought, maybe its just slow, but now its been two weeks and the payments have already been made ages ago.
We tried phoning the helpdesk three times, the first time there was no answer for 44 minutes and we gave up, the second time same story 38 minutes, the third time we actually spoke to someone, explained the issue, then got put on hold for another 30 minutes.
Please help so we can get back to work.

Yes it does show on the account page.
The frustrating thing is, we CANT get them on the phone and as have mentioned before, "We tried phoning the helpdesk three times, the first time there was no answer for 44 minutes and we gave up, the second time same story 38 minutes, the third time we actually spoke to someone, explained the issue, then got put on hold for another 30 minutes."
So the phoning failed completely, and the 'chat' button is not an option because nothing happens when we click on it. On multiple computers.
Now two weeks later,
No help, no reply, nobody picking up and nobody to chat to for help. What should we do? We got told by an automated message to try the community forum if chat is not available.
Increasingly disappointed with Adobe Care.

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