We lost our all files in Dropbox because we can't pay the bill!

Q.When the team downgraded did the accounts become separated, or did they remain in a locked state? 

A. The accounts become separated. I found existing folders at the following location on my Mac;
Library > CloudStorage > Dropbox-NSS (15-10-24 9/23)
*However, there are only folders in this folder. No individual files exist.

Q. Have you tried contacting your Team's admin, to ask if they've downgraded the account and if they eventually managed to update their billing info? 

A. The administrators, including myself, had no intention of downgrading. The administrators, including myself, tried until the last moment to complete the payment, but in the process of doing so, this situation arose.

Above is a capture of the “Events” page from October 15, at 0:19 AM (Thailand time) to the present. Currently, this screen only shows the information associated with the administrator's personal e-mail address [removed], as it is not possible to see the information from the previous team folder “NSS”.

Thank you for your kind attention on our case.

I am glad that the person in charge, the advanced team, is now investigating our case. I wish to directly communicate with you to make sure that you truly understand how serious the situation is to our team in hoping that you could kindly pay attention and might speed things up to help us solving the problem soonest.

The problem we’re now facing is quite serious as all the files, all the documents that’s vital to our business is now completely gone due to the failure in payment procedure.
Those documents, among them are accounting reports, presentations, and vdos and photos containing the memories on the events of our business that can no longer take back.
Especially the accounting reports, we cannot lose it as it will affect us tremendously when we need to submit it to the government this year.
As you may already noticed, the cause of this failure is solely from the dropbox system.

As we always trust in Dropbox, that’s why we choose to store all of our files and important documents here and no elsewhere. To say the least, losing all of these documents means losing trust in Dropbox too.

I do hope you will take serious responsibility in solving the case.
If you would, I do need the proper answers of the following;

- to make things clear for our end, we need to know the time frame for solving the case. How many days it take for the whole process in connecting us to our former account?

- as all of the files are seriously important to our business, can you please clarify how can you bring all the documents back? We need concrete answer on this part.

- in case of failure in bringing back the documents, what other responsibility would you offer to compensate our loss?

Thank you again for your assistance and hoping to hear from you soonest.

[personal information removed per the Community's Guidelines]