Got charged even after the free trial was canceled by me.

I canceled my account in March 2023 (now September) and just realized that I've been getting wrongfully charged monthly since then. I've checked all possible other email addresses/Dropbox accounts and there's no chance that it was an account I forgot about that I left on premium/is being charged. I'm unable to do a charge verification as the transaction number looks different in my bank account. 

What's weird is that no billing activity is showing up in any of my accounts, yet charges are still going through. I have email proof from Dropbox that I did in fact cancel the one paid account I had in March.

I submitted a Billing Request form over a week ago with the list of erroneous transactions and nobody has gotten back to me on this. Even worse, I'm unable to chat with a real person unless I pay for an account again—not something I want to do given how sketchy the cancellation system apparently is. Replying to my initial support ticket email just gives me a "Replies to this email are routed to an unmonitored inbox and will not be answered by our support team" response.

What a mess. Dropbox, do better, and please get back to me ASAP on this so we can sort out a refund.

Hi bungalowcreative, I’m sorry to hear about the whole situation.

Is it OK if I log a ticket for you, and send it over to this email address? 

We can investigate this further, this way.

Hi Nancy, yes please—although I do already have a ticket open for this, #22611500.

No worries, bungalowcreative. Since you mentioned above it was sent to an unmonitored inbox, I’ve logged a new ticket for you.

Please reply back to me, when possible, and we’ll take it from there.

I recently cancelled my trial subscription within the 30 days.  However, my bank account has been charged the fee after all. How can I get this resolved?  I have gotten nowhere with the online chat bot.  Any suggestions on how to resolve this issue and get a refund?

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BecJohns32 wrote:

I recently cancelled my trial subscription within the 30 days.  However, my bank account has been charged the fee after all.

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Did you wait until the final day? If so, like most subscription services, the last day is usually the day the charge goes through, so waiting until the last day usually results in the cancellation happening after the charge is already scheduled.

You'll need to contact Dropbox Support directly. 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. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/billing-issues

I dropped on the 16th. Last day of trial was the 17th. 

Thanks for letting us know, BecJohns32.

Make sure to reach out to our support team, the way Rich mentioned, to see what can be done about this.

Let us know if you have any trouble doing so.