I had a similar experience with a web host long ago. I requested a restore and they said they couldn't do it. After pressing and requesting a refund on the addi

I had a similar experience with a web host long ago. I requested a restore and they said they couldn't do it. After pressing and requesting a refund on the additional fees we were paying for the backup, they declined to refund because the backups were running fine as evidenced by a cron job executing like clock work. It turns out they never checked the result code or logs of the cron job it hadn't been running successfully at all.