Exactly. Seems like poor support. "We're amazing because we'll put a human on the line to tell you that you're fucked and we can't do anything" doesn't seem like the status-quo-busting human support the "mainstream" wants.
That is what it means by encrypted data storage. Only the user has access. If they managed to see/recover your files then it is not encrypted.
(at the end, people will complain at both ends - some want convenience and do not care if companies see data. Others want total encryption and do not care if lost.