Might this also be a problem with dealing with big a provider? If this were a much smaller smaller company you might actually get to talk to someone who can do

Might this also be a problem with dealing with big a provider? If this were a much smaller smaller company you might actually get to talk to someone who can do something i.e "let me see what files we uploaded from you... oh we'll send you a link...". With larger companies you usually talk to "explainers", or people whose job is to explain to you that you are screwed rather than explore solutions to your problem.