I can't see a full refund as mentioned on my existing Support ticket. Why?

Hi there, jm311, sorry to hear about that! 

I went ahead and created a ticket on my end for you. That way I'll have visibility and I'll be able to check your previous communications, and account info. 

Reply back to me, and I'll be more than happy to help out as much as I possibly can.

Thanks a bunch! 

jm311 wrote:

I found out that Dropbox had been taking money from my account using expired card details, without my consent or permission, or having provided them any new, valid payment details.

For future reference, that's not how most subscription services work.

In most cases when you have a recurring subscription and your card details have expired, your credit card company updates the subscription service provider with your new card details. This is called a card account updater and it's a service provided by your credit card company. The intent is to help maintain your subscriptions when your card details change.

Simply put, you can't just leave an expired credit card on file and expect that your subscribed services will stop due to a failed transaction. The service simply reaches through the credit card network and requests updated information. If your card company has updated information, the service receives it and continues to charge you to maintain your subscription.

Again, this is a service provided by the card companies, not Dropbox. If you don't want this happening with your cards, you need to opt out of the service with your card company.

So when Dropbox explicitly tells me that I need to update my card details in order to keep my subscription, the laws of reasoning and logic don't apply? If I need to do A in order to keep B, then I don't do A, and magically B keeps taking my money, then it's clearly not my fault that I've been lied to or misled by Dropbox. Now multiple times, as they said they'd give me a full refund and I've not yet received it despite more than enough time having passed for it to clear in my account.

Also at this stage, the issue is that they said they had already issued a full refund that should have cleared into my bank account by now, which they haven't actually done, but thank you for your input.

Hey jm311, from what I can see, Megan has opened a ticket for you, to investigate this situation further.

Once she has more info, she'll get back to on that email chain.

Thanks for your patience and if you need anything else, let us know!

jm311 wrote:

So when Dropbox explicitly tells me that I need to update my card details in order to keep my subscription, the laws of reasoning and logic don't apply?

When a subscription service tries to charge you and it fails due to an expired card, it attempts to request updated card information. If your card company offers that ability, they'll provide the new card details to the service and they'll try to charge you again. If your card company doesn't offer that ability, the service can't charge you and likely terminates the subscription.

Dropbox likely displays that message so you know that there may be an issue and you can take action ahead of time, either by updating your payment details or by cancelling your subscription.

Relying on an expired card to cancel a service due to non-payment is not how a cancellation for any service should be handled. Nine times out of 10 you'll just keep getting charged. The same can happen for automatic payments from a bank account (ACH). You can withdraw all funds and close the account but if you don't cancel the service that's charging you, the bank can just reopen the account and continue to pay the recurring charge, causing a negative balance that you would be responsible for.

Ultimately, it's a person's responsibility to cancel subscriptions themselves.

Thanks for your input, but what you're saying, "that there may be an issue" is not what Dropbox said. In the UK it's illegal to mislead consumers like that.

Also, I thought I'd search my email history to see if there was any elaboration about this, and it turns out I did cancel it back in September, which is what I originally had thought:

Regardless, the real current issue is that they said that they had issued a full refund on Dec 31, 2025, but I have not received that.

jm311 wrote:

Regardless, the real current issue is that they said that they had issued a full refund on Dec 31, 2025, but I have not received that.

Reply back to the ticket that Megan created for you so they can look into the issue for you. That won't get resolved here on the forums as it involves sensitive account information.

I have.

Just to keep everyone updated, I've had 2 messages from Megan via the Dropbox support system on a new ticket, both asking me to email back to confirm my identity, which I have, and nothing else, no other updates, no full refund back, despite being told on the 31st Dec that Louis had just issued the refund.