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Forum Discussion

mjk3's avatar
mjk3
New member | Level 2
2 years ago

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

does anyone have a direct phone number or at the least a direct email for dropbox. i need to get in contact with them asap and have ran circles around the website trying to find support.
billing
cancellations
downgrade
Payments
Plans
nicrob16's avatar
nicrob16
Explorer | Level 3
2 years ago

Hello,

 

I downgraded my plan from Premium to Basic in March of 2022. According to my Dropbox account, the last charge to my bank account occurred on 2/20/2022. This charge appears on my bank statement, but I have been billed $12.74 on the 28th of each month since then even though my account should now be free. 

 

My Dropbox account is recognized as Basic (free) within the Manage Account tab in my Dropbox profile. 

 

The chatbot has not been very helpful, so I would really like to get in touch with someone to solve this issue and hopefully request a refund. 

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hey nicrob16, let's jump right into this!

     

    Can you please clarify if you've tried our self served look up tool to identify the email address that's associated with this charge?

     

    Let me know what you find and we'll take it from there. 

    • nicrob16's avatar
      nicrob16
      Explorer | Level 3
      2 years ago

      Hi Megan,

       

      Thank you for helping me out! I do not have a 12-digit code. I only have access to the code on my bank statement. When I select the link to "billing help request", it just takes me back to the page with Dropbox Support options so I haven't been able to figure out how to actually submit the billing help request. 

       

      It isn't impossible that I had another email address associated with Dropbox at some point, but I have only been charged for one Premium account per month even when I actually had the Premium account and I definitely have not created another Premium account through a different email address since I started receiving unauthorized charges.

      • Megan's avatar
        Megan
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        2 years ago

        Hey nicrob16!

         

        I can definitely help you out with this. If you don't mind, I can open a ticket on my end for you in order for us to have a closer look.

         

        Are you okay with this? 

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