BEWARE-DO NOT DEPEND ON ONLINE BACKUP

My online backup settings were set for weekly backups but My online backup has been purging for about 7 weeks now with NO backup since then. I was unaware of this until I needed to retrieve my files after my harddrive crashed 3 days ago.  I notified Norton via a chat session,  my issue was "escalated to a supervisor" and I was  advised I would receive a phone call within 24-48 hours.  NO PHONE CALL YET and I CANNOT RETRIEVE ANY OF MY FILES.