Files are missing

Has anyone been able to get a reply/assistance from box support regarding missing files that you did not delete, so therefore they are not in trash?  

We went to access files last week and have discovered that we have multiple folders that previously had numerous files in them, which are now completely empty.  All we can get as a response from box is that we need to check trash.  I can see through numerous other posts that this is a common issue so am wondering has anyone had any luck getting these lost files recovered by box or have we just lost a good portion of our business documents and it's time to change our online storage.