fwiw if you can't reach support you can lodge a complaint here to the Office of the President
https://www.intuit.com/company/contact/office-of-the-president/?cid=executives_intuit_click_us_oop-f...
they sent out an offer for 30% off various online services (not desktop), that's probably the most you'll get out of this.
the data download says up to 15 days to process, I got mine in 6 days when I tried it and it certainly had my ID data from 2014 which was the last time I used this thing, so you should be able to get your data back.
if you need alternative service there are many that have popped up many months back when this was announced, here is the current list. Deductible Duck seemed to have a lot of early traction migrating ID users into their service. Probably not going to be free tho.
Deductible Duck
Deductib.ly
DeductAble
Kebab
Deduct It
Deductible.me
