Customer Portal Link from email does not work

Hello, the customer portal link takes me to a URL that says I do not have access to the site, but isn't that the whole reason for the customer portal link? To retrieve access to the account that I paid $600 for? My free trial is about to end and I want to also cancel my subscription and get my money back because this whole process has been so frustrating. No tech support over the phone? Really? This is an information technology company and you can't afford to pay someone $1 an hour in India to fix my problem on the spot?