Hi Jay,
This is Bill Ahearn, SAP Support Portal Manager. I would like to help look into what the issue is with support portal problems you are having.
A few first things to try (and maybe you already have):
1. from support.sap.com there is a Contact Us flyout to the right, in that area there is a link at the bottom "Note: For contract-related questions, please fill out the online form." It will prompt for credentials, if you do not know them you can cancel through that and continue un-authenticated.
2. I would be sure to call the proper regional support center to review your issue, you can find this from the Support Portal Home page >> Call your local SAP Support Center (in the Featured Content area). I would use Option 1 to speak with Customer Interaction Center (CIC).
While you try those 2 channels for assistance if you could send me a direct message at william.ahearn@sap.com with the product you support, S User and Customer # (if you have it) I will take a look into it in parallel.
Best Regards,
Bill Ahearn