Hi @jayb611. Thanks for taking the time to share your concern. I can understand your frustration. I don't have access to your account to check what happened, but it sounds like when you reached out there was perhaps a known issue with that type of account. When this happens, agents can not troubleshoot further until the potential core issue is resolved. Since the issue didn't clear up on its own, it sounds like the second agent you spoke with escalated the issue to be reviewed further. Any delay you may experience related to an escalation is due to our teams addressing other customer issues that escalated prior to yours. This is why the agent (or anyone here on the forums) wouldn't be able to give you a timeframe other than 72 hours. With this process, the team that handles the escalation should reply to you once the issue is resolved instead of the agent. Sorry for any confusion.
As for your being unable to take a backup, if I understand you correctly, it sounds like your account was suspended after renewal was missed. When this happens, the hosting becomes unavailable, which is why you wouldn't be able to access it to download a backup. However, once your account is renewed and in an active status, you should be able to access it and download your files as you wish. Having a local backup of your website files is always a great idea.
@jayb611. I see. If no escalation was created, then they may have just been referring to the overall known issue. That has already been resolved, so you should be able to access your account. If not, I'd suggest first clearing your browser's cache and cookies. If that doesn't help, then try using a cacheless browsing window (FireFox private window, Chrome incognito, etc.), then an entirely different browser. If that also doesn't work, please connect with our customer care team once more so they can take a look.