The user reads their email on Mac, using Safari, and by going to gmail.com
On January 8, the user asked their assistant to help them get rid of all the spam and unsolicited email in their inbox.
As soon as they looked in the Inbox, they noticed that there were only 350 or so messages in the Inbox, where they recall that there is normally over 8000. There are no more messages prior to November 2017. On that same day, they looked on Google for gmail support, and reached a company that claimed that they could retrieve 3800 emails for them if they gave them my their card number. The user was suspicious and didn't do this.
Today, January 13, I was looking with them. We went into Gmail settings and displayed the trash folder. There were not a lot of deleted messages. When we show ALL MAIL, more shows up, but the count includes only 350 for the inbox, and the rest appears to be normal sent mail.
The user definitely is missing thousands of past emails.
How can we get these back?