Not able to get my previouly backed up files

I have had access to backup and sharing files for a few years. I have files backed up that I can not get to. When I go into my verizon > my services and click on Security-Support and storage bundle. The page goes to the Broadband Essentials & Extras Management and I get a message that says "You currently do not have any purchases to view at this time."

I used to be able to go to that page and access my backed up files. What happened to my files. I have been calling for 4 weeks trying to resolve this issue and keep get transferred to different departments. One says its a billing issue and my account needs provisoned??? Another says its a backup problem?? Another says I now have access to the cloud and my new files are backing up but my old files are not there. Is anyone else having this problem?

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Re: Not able to get my previouly backed up files
Champion - Level 1

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.