Missing files and folders

I have had this account since the first week BOX offered free space and it was farther back than 2014 as reported. It was more like 2007 if my memory serves me correctly. One day, the folders just vanished. I also had many photos of my now. Deceased wife which I want very much for my children, grandchildren and their children. I thought this cloud was a safe place to keep those memories. Was I wrong? I hate to tell people they have to back up their backups on BOX!