Brand Access

Hello. My graphic designer has been trying to share my "brand" images etc, with me via Adobe express and whenever he sends me the email to edit the brand it says I am unable to access the brand. I am paying for a subscription in order to access this particular part of Adobe and yet, I am finding it very frustrating and disappointing that I am unable to. Furthermore, I was appalled to hear that after he chased the problem up from his side he was told by your customer service employee that "it was the end of his shift so he could no longer help." Do you pride yourself for having unprofessional staff and programmes that are miss-sold to the customer? Can you please inform me on how you would like to go about fixing the problem please. All the best, Elisha