Thing is, that's what the host told the user was wrong. Without actually examining the files, there's no way to dispute that and it's far too easy to jump to all the wrong conclusions without actually seeing what's there.
I have no reason at this point in time to dispute the suggestion that files are missing. Missing files would certainly generate the error seen.
At this point, someone needs to use the FTP details to log into the account and see what's actually there.
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