I paid my subscription but when I needed to restore all my documents to my computer it said they were lost

I subscribed to the cloud backup service operated by JustCloud.com in 2014, then backed up daily. Its website promises: “Your files are constantly backed up and you can access them at any time from any device in the world”.

In particular, the “restore” feature allows “disaster recovery” to restore lost files in the event of a computer crash. Last November I had a PC problem which meant I had to reinstall Windows. I then tried in vain to restore my files from the cloud.

After some days of dealing with the JustCloud tech team it admitted all my files had been “deleted in error”. It offered me a refund and to cancel my subscription. I was appalled to discover they were not operating any backup of the data they are holding for others. The “service” was clearly worthless.

I can recover data up to the time I subscribed to JustCloud by accessing old-fashioned storage, but all my work and personal records since December 2014 are irretrievable.

I have written to the managing director but received no response. CA, Hayling Island, Hampshire

A month on I have had no better luck with JustCloud. Its customer service tells me to send an email to sales and sales sends a series of automated responses. The last I hear is that your issue might have been caused by a server migration designed to “enhance our future service” and that it’s “continuing to work on it”.

It subsequently told you that it had found your files, but this turns out to be an exaggeration. A very small amount of the lost data has been recovered and you have still not received a proper response to your letter.

Online reviews suggest many others share your frustration. You have received a refund of your subscription but if you want to try for compensation for the breach of contract, your only route is the small claims court.

If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.