Apparently, you have a script to "repair" this long standing problem.
Please run your magic script for account "Amanda Jones"
I have experienced this issue for years on "Personal Pro" subscription as well a free accounts. Your "We are working on it" story seems like a fable.
How can Box help?
Box Support is able to run a script for specific end-users’ accounts as an attempt to fix the data inaccuracy issues around user storage size, folder size, and item counts.
Please note that this script is run manually and as a one time courtesy. Subsequent requests for this script to be run are approved on a case by case basis.
While the issue may be fixed, we are unable to guarantee that the account will not be affected by the issue again - particularly for users with massive amounts of content.
If you'd like to request this script to be run, please contact Box Support