My past files are no longer showing up when I look up past year returns. I also cannot talk to a person until I start a return. I've Paid for TT for years now. Awful

Been a good paying TT customer for years now and not only can I not find my old files that they are suppose to store but I am also not allowed to talk to an actual person until I start a new filing. What a ridiculous customer support solution. I can not find my old files and now I can't get the support to find out where they are.