Zoom recordings that don't 'record'

[AKNPS_pres]

Hello, my organization recently switched to Zoom's "Workplace Pro" for non-profits.

For the past four years, under our previous Zoom account, we recorded our member meetings with zero issues. Occasionally we'd record them to a computer instead of the cloud, but we never had any issues retrieving the recordings.

We have recorded one previous meeting under our new plan with zero issues. However, this Monday, the meeting host followed all of the usual steps, and all of the people attending the meeting heard and Zoom's notification that the meeting was being recorded, and we also heard when the host ended the recording. However, we never received any of the recording files, and Zoom support is telling us that the recording was never initiated.

I was curious if anyone has a an idea of what happened here? Does Zoom ever have glitches like this? There didn't seem to be any issues with our host's internet bandwidth during the meeting. 

Thank you!