Re: I have an unauthorized charge linked to an account I don't know.

Sorry to hear that, T1509.

Keep in mind that Dropbox cannot create or upgrade an account using your billing info, unless you yourself, or someone that has access to it, has provided it.

That being said, can you give us the ticket number for your communication with our support team regarding your refund request?

I have dozens of ticket numbers for 12.99 & 11.99 from drop box just since 4/26/24, please help.  I just joined in order to figure out how to stop these charges from continuing.  I dont even know what email its attached to because its not attached to the email I used for Canva… 

Hey MA54. Are the charges from Dropbox directly or from iTunes/Google Play (you can double check this in your bank statement)?

If they’re direct Dropbox payments, you can check for the 12-digit transaction ID and insert it here. It’ll show you which Dropbox account they’re linked to.

Let me know what you find.

Hi Nancy, so far I have found 5 emails that are not my own & seem to belong to different names.  I have about 15-20 charges left to enter..is there a phone number I can report this to & get my money back since this clearly is an error ?

Hi MA54, phone Support is available to Business admins. 

You can see your Support options here. You mentioned that you've reached out to our Support team via email, right? 

If so, would you mind sharing your ticket number reference with me, please? 

Hi Megan,

I have chatted w the chatbot, there is NO email or Phone number to call, in fact, I was told I need to purchase an upgraded account simply to speak to a live person so I can get refunded.  What a scam.

Drop box has been compromised.  Likely because it doesnt allow you to connect with a live person when you wish to report this type of thing.  Drop Box should take better measures to protect clients or they will be seen as indifferent to client safety & replaced with a better service fast.

Hey MA54 - sorry to jump in here, but I wanted to mention that you can reach out to our support team directly through this form for such matters.

Just make sure to use an incognito window and fill in all the relevant information.

Let us know how it goes!

Hi MA54, thanks for bringing this to our attention.

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.
 

Keep me updated with any progress.

Hi Walter, and thank you, I did try the form & it did not work, it just brought me back to square one.  I may try the incognito window although inputting that info via chat doesnt seem safe and Im not feeling very confident in drop box security right now lol

Thank you Jay, I will check this out, I appreciate it

This is ridiculous.  29 charges of 11.99 & 12.99 on my account to random email adressses I do NOT own.  Its clear Drop Box DOES NOT PROTECT CLIENT BILLING INFO NOR CARE IF THEY STEAL MONEY FROM YOU.  This form you sent has no “other” option & what you are asking is for me to give my bank info via chat or email.  Drop Box is set up to scam people.  Drop Box assigned my billing info to a bunch of accounts that they are trying to charge so they are charging me.  BEWARE.

Im reporting Drop Box.  Thats over $300 in 2 weeks stolen from me via unauthorized Drop Box charges when I dont even have a drop box account!! How many other people are out there, do you wonder, that this has happened to?  DropBox offers

NO RECOURSE, NO CUSTOMER SERVICE, NO PHONE NUMBER OR EMAIL TO HELP YOU DEAL WITH THEIR DATA BREACH OR. UNSAFE HANDLING OF BANK INFO  DO NOT give them your bank info OR USE DROP BOX

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MA54 wrote:
Its scary how none of this was authorized, I never gave my bank info to drop box ...

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Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.

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This form you sent has no “other” option & what you are asking is for me to give my bank info via chat or email.

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You need to visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues and you'll have the "Other" option. It's best to use an Incognito or Private browsing session to make sure you're not signed in. If you're signed in to any account, you will not see this option. Make sure you're signed out.

You'll be entering your billing information into a form on a secure page. Dropbox won't be able to look up the accounts associated with your billing information if you don't tell them what it is.

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Drop Box assigned my billing info to a bunch of accountz that dont pay their bills so they are charging me.  BEWARE.

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Dropbox doesn't, and can't, do that. They can't just take your billing information which you've never provided and assign it to some random accounts. The only way this happens is if your billing information has been compromised and has been used fraudulently by those that stole it. If that's the case then Dropbox can help get your billing information removed from the accounts, but that won't stop the problem from happening again. YOU NEED TO CONTACT YOUR BANK!

Drop Box indeed, has billed my account without me giving them my billing info.  For everyone reading…I have already contacted my bank, I have already looked up the accounts & obtained the user names.  There are over 20 peoples names.  Do you think 20 people would go to the trouble & risk their freedom, seriously, by stealing someones bank info so they could use it to pay for Drop Box charges all at the same time, right in a row?  Lol

The gig is up.  Drop Box knows what its been doing.  If you are a live person who works for DropBox, I expect someone should have a live person contact me asap.  Also, I tried the form, 3 times now, there is no “other” option.

MA54, if your payment details were found linked to the Dropbox accounts of 20 different users/people, then it really sounds like your billing info has been compromised and your bank will need to investigate further. 

Without manually upgrading your Dropbox account and inserting your payment details in the system, it is in fact impossible for Dropbox to charge you. 

As for the steps given above to log a ticket in our system, did you follow them from an incognito window where you’re NOT logged into any Dropbox account? If not, then you won’t see these options indeed.

DropBox was given my bank info by a 3rd party, Canva.  I stated this already.  I gave Canva my bank jnfo.  It seems to me like DropBox’s client info has been compromised, are you serious?  DropBox took my money, no one else!!!
All of these user accounts/emails have been compromised.  Do we even know if these users had long standing accounts, or were they just started when I got billed?  Lets just see, shall we?  Again, DropBox has no phone number or email to speak with customer service, its a scandalous shame.  Ive paid over $300, certainly enough for a conversation to clear up billing errors, but why would Drop Box want to do that, right?  They want to keep your money, even if you didnt consent for them to take it.

Hey Laureenn, thanks for posting here today! 

Would you mind checking if the ticket number you've provided is correct and that it has all the numbers correct? 

I'm asking because I just checked on our system, and couldn't locate the ticket number, or any other linked to your Dropbox-Community linked email address. 

Let me know more and we'll take it from there!