how do i access my photos and videos on icloud

If they are already in the cloud and you have a new device you need to enable iCloud Photo Library.

Photos ➔ Preferences ➔ iCloud ➔ iCloud Photo Library ➔ On (on a Mac)

Settings ➔ Photos & Camera ➔ iCloud Photo Library ➔ On (on a mobile device)

Customer support is a joke bro. Good luck, I'm calling a retailer.