Friend cannot login to cancel the account, and they're getting charged

It is not this account that i'm logged in as that we're trying to cancel.

We cannot actually login as that account to submit a support ticket or post anywhere...well, due to the fact that we're unable to login of course.

To Clarify

We have contacted support through email FROM THE ACCOUNT HOLDER'S EMAIL multiple times, and they keep responding with the same information - which we cannot do due to not having that device anymore, and not having a number hooked up to the account, and there is no pc linked to it either.

Responses:

I understand that you are referring to two-step verification.
 
Enabling two-step verification with Dropbox keeps your account secure when the email or password has been compromised. To keep our users’ accounts secure, we can’t rely on email verification alone to uphold the integrity of account security features like two-step verification.
 
Can you double-check if you have any of the following? If you have any one of these things, I may be able to help you sign in to the account:
1. A computer or mobile device linked to your account through the Dropbox app
2. An emergency backup code for your account
3. A backup phone number added to your account that can receive SMS messages
 
The above listed steps will assist you to disable two-factor authentication if you have lost or reset your phone.

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As previously mentioned, the following information is required in order to disable two-step verification if you have lost or reset your phone:
 
1. A linked computer or mobile device
2. Your emergency backup code
3. A backup phone number on file that can receive text messages
 
Two-step verification is meant to protect your account when your email or password is compromised. When you set up two-step verification, you are telling Dropbox that the email address and password are no longer sufficient to access the account. That's why it's so important to keep at least one of the items listed above available at all times.

This is the ticket #24249245

- can't login to cancel account, constantly getting charged
- support is no help, keeps us in a canned response loop

- emailing since May 2024

how the **bleep** do we cancel this account? this **bleep**ing site, we're going to dispute all the charges with Visa

Original Ticket #23781742

Hi jbob2024x113, thanks for bringing this to our attention.

I understand your frustration over this matter. 

From what I can see under your current email address, the last message sent to you under that older ticket ID you provided was on May 29th, to which the agent received no response until today which is under the new ticket ID.

I have gone ahead and prioritized the ticket to expedite matters on your behalf.

The support team will be able to investigate this matter in more detail from their end.

Well, we didn't think we would start getting charged HUNDREDS of dollars

So it didn't matter if the account was inaccessible because we had reset the password. So we would just leave the account there and never use it again.

But we discovered today that there were HUNDREDS OF DOLLARS OF VISA CHARGES by dropbox 

add to that, the response to our 2nd email explaining the situation resulted in the same canned response as the first one, so we gave up. It was apparent that they did not understand the situation or were not willing to read what we had stated after the initial response.

At that time, there was no need to keep trying as there was no fees/payments/charges ever from dropbox.