Somebody please - I have a problem with ftp account!

I'm an site administrator, and I have this problem with one ftp account.
I just can't see anything inside the account. Like it's empty, and it's not - the site is existing on the net.
And this host provider's employees seems to be stupid because they don't understand what I'm saying and ask me to change Smart FTP for some other software, it's their best reply.
Can somebody please help me?
Thanks in advance.