How can I escalate the recovery of 42,000 missing photos and videos from iCloud with Apple support?

Over 42,000 of my photos and videos have disappeared from iCloud and my devices, despite my maintaining an active 2TB iCloud subscription for the past four years. I did not delete these files, nor did I miss or lapse on any payments.

I am missing all of my media from 2025, as well as large portions spanning 2016–2025. This issue appears to coincide with Apple’s newer sync system introduced in a system update last year.

I have spoken with four senior Apple Support representatives, and each has stated there is nothing further they can do. Unfortunately, this leaves me in a devastating position, as these files represent over a decade of my personal and professional life. I do still have an older iPad and phone that contain some of the missing images. However, when I connect these devices to Wi-Fi in an attempt to transfer or preserve the files, iCloud sync begins deleting them, creating a catch-22 where preservation triggers loss.

Additionally:

• I previously backed up an older phone to my computer.
• I reset my iPhone 15 Pro Max using a backup from my iPhone 12.
• The photos appear visually, but cannot be opened, and videos will not play.
• Sync seems to be preventing the files from functioning, despite their presence.

What is most concerning is that my 2025 backups appear to no longer exist at all. There is no trace of them in iCloud.

I have been actively trying to resolve this since October and am completely exhausted. I understand that best practice includes maintaining multiple backups, but the loss occurred at the very moment I was attempting to secure my data elsewhere. In total, this represents ten years of irreplaceable memories and approximately $600 paid to Apple for storage that ultimately failed to safeguard them.

These files include family memorials, graduations, business milestones, events, music videos, and years of teaching moments—things that cannot be recreated.

At this point, I am seeking guidance on whether higher escalation past a senior representative is possible. Is there a way to speak with a regional representative or executive-level support to determine whether any recovery or resolution options remain?

Thank you for taking the time to read this. Any assistance or direction would be deeply appreciated.

[Edited by Moderator]

Original Title: 42,000 PHOTOS AND VIDEOS GONE