Backup and Restore

Hi All, I have multiple major issues with this Backup and restore function that we have subscribed to in QBO Advanced subscription. If anyone can assist me regarding these it would be much appreciated, since the QBO support has long queues and didn't get a chance to solve this.
These are the problems/concerns I have-
1. The Backups have not run automatically since last February, even though it says that manual backups are required.
2. Previous Backups were all gone - We changed the access of the Backup and Restore function on March 27th from the previous user to a new user. When the new user connects the company file (QBO) to the Backup and restore function it is clearly stated via a QBO Support person that all the previous Backups will be stored and accessible anytime. 
But later on, we happened to experience that all the backups that we run since Last year were gone or we couldn't see them.
3. Incomplete Backup Runs - There are multiple Backups that were run and they still show as Incomplete (Grey color icon) 
4. The Restore function is not working - I assume this is because the Backups are not working properly as was mentioned.
Your expert opinions and help is much appreciated.
Thank you,
Jali R.