HELP- My data is being held captive

I have 22 GB of data backed up on the Acronis 2010 Online Backup Server and I cannot access any of it. I was told by tech support that it was safely there; but, they cannot cleanly access it. So here I sit, trying to recover from a Hard Drive that just crashed, and now I cannot retrieve my data to put on my new one. I cannot even see the individual files that comprise that data so that I can choose which ones to recover. This is turning into a nightmare. I would accept all the data sent back on CD's, if i had to; but, not even that is possible.
Miki