Asked in Consumer Law for California

Q: Is it legal for a cloud file backup service to refuse to give me access to my own files?

I used a cloud file backup service for several years. My external hard drive was stolen then my laptop was hacked. So, I finally needed access to all of my files stored in the the cloud. The problem is that I changed my phone number for the first time in 20 years, and now the company refuses to give me access to my files. They have the only copies of all of my files from 2008 - early 2019. They are causing harm to me and my livelihood. It is absolutely horrible and a total nightmare. They won't even have a conversation with me, but they are happy to take my files away from me and hurt me personally and professionally. If this is legal, I don't think it should be. It's twisted and fundamentally wrong for a business to essentially steal the files that you have paid them to keep safe for several years. I'm in shock.

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1 Lawyer Answer
Yelena Gurevich
Yelena Gurevich
  • Consumer Law Lawyer
  • Studio City, CA
  • Licensed in California

A: if you are current on your backup storage payments, you should not have issues accessing your files even if you changed your phone number. there seems to be some information missing as companies don't just arbitrarily deny access to files. you may need to consult with an attorney and possibly hire an attorney to evaluate the situation more fully.

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