Why can't Adobe help me in resolving account log in problems?

I am in a bit of a situation - which is at an absolute level of frustration.  I have been a loyal user of Adobe products since I have purchased a full version of CS2, then full CS5.1 Design Suite premium. 
I am a loyal user, and it's frustrating because after I purchased the CS2 (which I liked and was accustomed to) I attempted to install on a new pc after hard-drive crash....it would not work.  I contacted Adobe support at this time...several times...only to be told that it's due to "my older version of CS2 would not work with new Windows software and I needed to purchase a new upgrade"....which in the end WAS NOT the case, it was due to Adobe not supporting the servers for registration.....in the end, I dropped all the money to upgrade to the CS5.1.  I am a loyal user, but not a rich one.
Recently - I upgraded my pc and went to load on my CS5.1 onto my pc...but alas, I cannot locate the disks and am thinking these were possibly lost in recent household move.  But no worries...I registered with Adobe and I can find some solution...right?  I then attempted to look into upgrading to the new cloud, and wanted to use my previous information and registered serial number to do this and get the upgrade...but I cannot as I cannot log into my Adobe account????
I did not log into my Adobe account which was using an old "unaccessible" email account for awhile, and once I tried to log in, Adobe told me I had to "verify my account" by checking my email (which I cannot access any longer).  I had to then "create" a new account to get into the Adobe live chat...which I did.  They then told me, after 3 separate chat sessions - each time they would inform the correct persons / department, and within 3 days I would have some contact back.  I then received an email with the following:
Hello Luther,
Thank you for contacting Adobe.
This email is in response to your request to change the email address from "OLD EMAIL ADDRESS" to "NEW EMAIL".
We apologize for the delay in response and appreciate your patience in this regards. We had received a request to change the email address as mentioned above, after checking the details, we found that you have accounts with both the email address. Hence, we request you to please update this case
* If we can change the email address by canceling the new account since you do not have any serial number's registered or
* If you have any email address apart from the one that was mentioned above in order to change the email address on the old one to the new one
We request you to please update this case with your concern, so that we can check and help you with your request.
If you have any further questions, please update the case or contact us back via Live Chat, by referring your Customer Identification # : NUMBER FOR OPEN CASE. Below is the URL that you need to contact our Customer Service team.
URL : http://www.adobe.com/aboutadobe/contact.html
Regards,
Adobe Customer Service
So, I contacted LIve Chat again, and they then tell me to put the notes to close the account in the open case...I do this, and now I went back to check, the case is no longer open, and when I logged into my current account...NO regitration information on my account...and no ability to upgrade.  I am at a loss here?  I have tried to explain my situation and with my past experience, I am not understanding why Adobe would treat customers in this fashion do the little guys not matter or??? - I'm not using their software for illegitimate reasons, nor making some fortune using their products or???  I just want to use what I have legitimately paid for (which I have a print out of the proof of registration - but it does not list the S/N# and when I tried to enter from my pc as I am still currently using on my home desktop) the Adobe website would not take the number (possilby because it's registered in my old account or????
I am at a loss as to what to do now - try different software by different mfg?  I am sure that my departure would not matter - but I cannot believe I am the only person out there that has experienced this type of situation and hitting this type of brick wall in trying to (get this) spend more money with Adobe.  I guess I could bite the bullet and just drop full amount for new full cloud...but I should be able to use my "upgrade" as I HAVE paid for CS5.1 and should be allowed?  Correct?

Windows and IE 11 are up to date with the latest updates from last Tuesday. The latest Java is installed as is Flash Player. Here is a URL for a video I cannot view.
https://helpx.adobe.com/photoshop/how-to/photoshop-cc.html?set=photoshop--get-started--ove rview

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