I was told my software was available LWS, but nothing is available to download?

When I bought my volym license for CS5, I was assured I could always download my software fro the LWS. After pregnancy and being away for some time I just realized that there is nothing to download when I sign in. Under download it says: "No Entitlement Found for this customer. Please order ESD products". I have been chatting for an hour with the support and they refer me here. The thing is also I am not great in english and knows not so much about these things so I don't understand how to do now? I just want to access what I have been rightfully paid for and promised I could access. Please help me. I feel totally lost.