Escalations apparently doesn't work as intended right now...
Seems you are affected by the issue with accounts as noted at:
http://x10hosting.com/forums/news-announcements/165237-boru-account-issues-after-upgrades.html
Unfortunately the best solution is deleting and recreating the account, all files are sadly gone permanently but databases are intact.
If you currently have any databases that would need being backed up before terminating the account, please do so using the export option in phpMyAdmin, and let us know when you have done so. If you encounter any issues with backing them up let us know and we can help out with making backups available to you, please include your database names in that case.
Also as you can see from the announcement linked, we can offer you a free upgrade to the Illuminated package as a compensation for the inconveniences caused.
