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vickyc1's avatar
vickyc1
Explorer | Level 3
6 months ago

Being charged for an account I do not know about

I have been being charged for 3 accounts. One I use, one is a dormant account and one I have no knowledge about.  I have tried speaking to dropbox support but they have asked me for a reference whic...
cancellations
Multiple Accounts
Payments
Mark's avatar
Mark
Icon for Super User II rankSuper User II
6 months ago
vickyc1 wrote:

I am worried that they will take another big payment out for this account in September.

How are you paying? As in how did you sign up? If its via the website you need the account info for Dropbox to track it. If its not on the statement then something is wrong probably at the bank side. You can also use this to look the account up and log a ticket from there, if you pay via the website. 

If you pay via an App Store you need to contact them direct. 

Unfortunately, however, this is a public forum and the ONLY people who can help are Dropbox and your bank. The other option I can think of is getting the bank to put a stop on the payments. Thats something that banks here at least can do (I'm in UK). Often changing card number isnt enough as its a reoccuring subscription which is set up differently. 

vickyc1's avatar
vickyc1
Explorer | Level 3
6 months ago

Thank you for your reply.  However I am not asking Dropbox for help.  I am asking whether any other members of this forum has had a problem like this and found the Dropbox support very unhelpful.

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    6 months ago

    Hey vickyc1, thanks for taking the time to post your experience on our Community. 

    If you allow me, I wanted to say that it's very important for us to acknowledge your feedback. 

    It's equally important to clarify that, in order for our team to accurately locate the transactions from their side, they need the necessary billing details that correspond to each charge. Not only is this step essential to help us identify the subscription(s), but also to ensure that we provide the needed information in accordance with our security processes.  

    I was able to locate your help request in the meantime and I’ve added an internal note that highlights your comments here. This way, the agent assigned to your case will be up to date with what's been shared here.

    Finally, if there's something we can address on our end that isn't account-specific, feel free to let me know. 

    Thanks again!

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