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I used my dad's iDeal account and made the payment without consent.
Dropbox Plan
(Plus)
Payment Method
iDeal
How did you upgrade?
Trough website without my dad's consent
Question or Issue
They refuse a refund while this account is free only use my daughter of 12 is a minor and used my payment method to buy and upgrade her account. I will go to the police station and make a report that they took payment from a minor and pursue legal action. I called Dropbox immediately after my daughter told me she did pay to upgrade her account and I was billed € 119,88 this was done without consent.
This was the second response
Karma Beck, Dec 12, 2025, 8:45 AM PST:
Chat Transcript:
[2025-12-12 16:00:09]bot:Hello, Karma Beck
[2025-12-12 16:00:09]bot:Welcome to Dropbox support. How can we help you? Learn about how we use and protect your data in our Privacy Policy .
[2025-12-12 16:01:28]Karma Beck:According to regulations, the webshop is always responsible for the correct processing of iDEAL transactions. This means that if there is an issue with a payment (or its processing), the webshop is the first point of contact for the consumer and must provide support.In such cases, the webshop should contact its payment service provider, the company with which it has a contract, to check the status of the payment. This allows them to complete the order or facilitate a refund.A webshop should never refer the consumer to their bank or to us.If you have not yet contacted the webshop, you may use the text below to remind them of their responsibility.Have you already contacted the webshop but been unable to resolve the issue, or have you been incorrectly referred elsewhere? If so, please complete the form via the link below to notify us of the situation, allowing us to assess the matter and, if possible, assist in mediation.
[2025-12-12 16:01:28]bot:Please wait while we connect you with a chat agent.
[2025-12-12 16:01:41]System Message:Brian joined
[2025-12-12 16:02:05]Brian:Hello Karma, thank you for contacting Dropbox Support. My name is Brian and I will be more than happy to assist you with your issue right away.
[2025-12-12 16:02:14]Karma Beck:So what you are saying each time isn't true you have to pay the refund of € 119,88
[2025-12-12 16:02:39]Karma Beck:Not contact my bank which I did twice
[2025-12-12 16:03:43]Karma Beck:So I expect my refund within 7 working days
[2025-12-12 16:03:52]Brian:From what I understand you want to be refunded for your recent Dropbox transaction, correct?
[2025-12-12 16:04:49]Karma Beck:Yes and the mail which states that the refund would be made
[2025-12-12 16:05:44]Brian:As I can see on your account it is an iDeal payment.
[2025-12-12 16:05:55]Karma Beck:This account is a free account and after refund it would be put back to free
[2025-12-12 16:05:58]Brian:For iDeal Direct Debit payments, we recommend that you contact your bank and request that they reverse the charge in question. Once the reversal is processed, you should see the refund on your account.
[2025-12-12 16:06:11]Karma Beck:Do not start again
[2025-12-12 16:06:36]Karma Beck:Read what I send you this comes straight from the ideal website
[2025-12-12 16:07:38]Brian:Please allow me a few minutes.
[2025-12-12 16:08:18]Karma Beck:This is copied from the ideal website
[2025-12-12 16:08:20]Karma Beck:According to regulations, the webshop is always responsible for the correct processing of iDEAL transactions. This means that if there is an issue with a payment (or its processing), the webshop is the first point of contact for the consumer and must provide support.In such cases, the webshop should contact its payment service provider, the company with which it has a contract, to check the status of the payment. This allows them to complete the order or facilitate a refund.A webshop should never refer the consumer to their bank or to us.If you have not yet contacted the webshop, you may use the text below to remind them of their responsibility.Have you already contacted the webshop but been unable to resolve the issue, or have you been incorrectly referred elsewhere? If so, please complete the form via the link below to notify us of the situation, allowing us to assess the matter and, if possible, assist in mediation.
[2025-12-12 16:09:01]Karma Beck:So no more excuses this explains how Dropbox needs to refund me
[2025-12-12 16:09:54]Karma Beck:Especially this part
[2025-12-12 16:09:57]Karma Beck:In such cases, the webshop should contact its payment service provider, the company with which it has a contract, to check the status of the payment. This allows them to complete the order or facilitate a refund.
[2025-12-12 16:11:52]Brian:I have read the text you have provided me
[2025-12-12 16:12:33]Brian:But since the transaction was made using the iDeal payment I cannot process a refund.
[2025-12-12 16:12:57]Brian:In order to have that resolved we recommend that you contact your bank and request that they reverse the charge in question. Once the reversal is processed, you should see the refund on your account.
[2025-12-12 16:12:57]Karma Beck:In such cases, the webshop should contact its payment service provider, the company with which it has a contract, to check the status of the payment. This allows them to complete the order or facilitate a refund.
[2025-12-12 16:13:16]Karma Beck:It say's clearly what Dropbox has to do
[2025-12-12 16:13:49]Karma Beck:Do not start again that I have to contact my bank you are responsible
[2025-12-12 16:15:15]Karma Beck:The payment was made without my consent by my 12 year old daughter
[2025-12-12 16:15:40]Brian:I wish I could do more for you but you need to contact your bank for this issue.
[2025-12-12 16:15:49]Karma Beck:So I also can pursue this legally that you accepted a payment of a minor
[2025-12-12 16:16:22]Karma Beck:Clearly you can't read what the text from the ideal website says
[2025-12-12 16:16:33]Karma Beck:So once more
[2025-12-12 16:16:53]Brian:Can you provide me a screenshot of the message from the website?
[2025-12-12 16:18:10]Karma Beck:Screenshot_2025-12-12-17-17-31-76_40deb401b9ffe8e1df2f1cc5ba480b12.jpg
[2025-12-12 16:18:18]Karma Beck:Screenshot_2025-12-12-17-17-37-57_40deb401b9ffe8e1df2f1cc5ba480b12.jpg
[2025-12-12 16:18:24]Karma Beck:Screenshot_2025-12-12-17-17-50-37_40deb401b9ffe8e1df2f1cc5ba480b12.jpg
[2025-12-12 16:19:20]Karma Beck:So I don't need to call my bank Dropbox needs to contact their account team and refund the payment
[2025-12-12 16:19:49]Karma Beck:www . ideal . nl/ contact
[2025-12-12 16:21:01]Brian:I’ve reviewed our refund policies, and unfortunately they don’t allow me to provide you a refund, as requested. As mentioned your bank or online payment vendor may be able to help.
[2025-12-12 16:23:29]Karma Beck:No I will go to the police station and make a statement that you took payment of a minor and call my lawyer which you will have to pay since I am in the right and you don't want or do understand what Ideal clearly stated on their website. Dropbox is responsible for the refund
[2025-12-12 16:23:57]Karma Beck:Take that to your supervisor
[2025-12-12 16:24:56]Karma Beck:You clearly are AI or bot a human could read and understand the text provided by Ideal
[2025-12-12 16:25:15]Karma Beck:Dropbox is responsible for the refund
[2025-12-12 16:25:21]Brian:I am human and I can read the texts you have provided me.
[2025-12-12 16:26:15]Karma Beck:Then you can read that Dropbox need to contact their payment service
[2025-12-12 16:27:04]Karma Beck:It states on their website you are responsible for the refund and how to refund
[2025-12-12 16:28:04]Brian:The bank will resolve your issue, I cannot issue a refund.
[2025-12-12 16:28:49]Karma Beck:If you say this again you clearly don't understand the text written by iDeal
[2025-12-12 16:29:24]Karma Beck:According to regulations, the webshop is always responsible for the correct processing of iDEAL transactions. This means that if there is an issue with a payment (or its processing), the webshop is the first point of contact for the consumer and must provide support.
[2025-12-12 16:29:40]Brian:I completely understand the text from iDeal, however we have our policies that we follow.
[2025-12-12 16:31:19]Karma Beck:I would contact your supervisor and your payment service because the rules apply also to you and internationally
[2025-12-12 16:32:01]Karma Beck:Has nothing to do with your policies Dropbox is responsible for the refund
[2025-12-12 16:34:09]Brian:I wish I could have this resolved
[2025-12-12 16:34:29]Brian:But as I mentioned above there is nothing I can do on my end.
[2025-12-12 16:34:53]Brian:You have to contact your bank for the refund request.
[2025-12-12 16:35:48]Brian:Is there anything else I can help you with today?
[2025-12-12 16:38:37]Karma Beck:Contact you're payment provider
[2025-12-12 16:39:42]Brian:iDeal payments are a form of direct debit payment.
[2025-12-12 16:40:14]Brian:For direct debit you should contact your bank
[2025-12-12 16:40:25]Brian:For more information visi t this link help dropbox . com / contact / refund
[2025-12-12 16:40:40]Karma Beck:It clearly states that it's not my job
[2025-12-12 16:41:16]Karma Beck:The same is stated on the website of Ideal
[2025-12-12 16:42:03]Brian:I already provided you with the steps on how to claim your refund.
[2025-12-12 16:42:08]Brian:Is there anything else I can help you with today?
[2025-12-12 16:44:19]Karma Beck:And I provided you with the steps Dropbox needs to make by statement from iDeal
[2025-12-12 16:44:54]Brian:This conversation is now unproductive.
[2025-12-12 16:45:21]Brian:I will send you a follow up email to provide you all the necessary steps you need to take in order to take your money back.
[2025-12-12 16:45:27]Brian:I will send you an email, with the ticket number of our communication, which you can respond to and get in touch with me directly, should you need further assistance.
[2025-12-12 16:45:30]Brian:Thanks for chatting with us today. We would love to hear how satisfied you are with the assistance received today via the following one-click rating, after I close the chat. Have a lovely day!
[2025-12-12 16:45:32]System Message:This engagement has been ended by Brian
Calling the bank like they state is absurd they have to make the refund directly from their account.
My account will be renewed yearly automatically in January
I asked them instead of refunding me directly to use the payment for my account and cancel and make my daughter's account a free account again.
You would think problem solved
3 Replies
Replies have been turned off for this discussion
- Rich
Super User II
Calling the bank like they state is absurd they have to make the refund directly from their account.
Dropbox has a policy which states Dropbox fees are typically non-refundable. It's even listed in their terms. Because of this, the fastest way to resolve this will likely be to contact your bank directly.
As for the unauthorized use of your iDeal account, that's something that you would need to discuss with them directly. Dropbox has no control over that process.
I asked them instead of refunding me directly to use the payment for my account and cancel and make my daughter's account a free account again.
They can't do that. Payments can't be transferred between accounts. However, you can easily downgrade your daughter's account by following these instructions. Just know that this won't result in a refund, and her account would retain the paid benefits until the next billing cycle, at which point the account would downgrade back to a free Basic account.
- Mark
My account will be renewed yearly automatically in January
Cancel the upgrade so that it does not go out: https://help.dropbox.com/plans/downgrade-dropbox-individual-plans
In terms of the actual issue, Dropbox has no way at all of knowing it's a 12-year-old making the payment. Security of accounts/passwords etc. is down to the individual I'm afraid. You need to secure your accounts so they cannot be used on this and other sites. This isnt a Dropbox issue I'm afraid - its down to your daughter doing something she shouldnt as well as having acess to things she shouldnt.
I asked them instead of refunding me directly to use the payment for my account and cancel and make my daughter's account a free account again.
As a work around on this, although a bit messy, swap emails on the accounts. You will need a third one to temp move things around with, but thats easy enough to do. Then you can just move the data between the accounts so that its correct.
- Megan
Dropbox Community Moderator
Hey Karma2013, let's jump right into this!
I did some digging and it seems your case was escalated to our specialized agents to see if they could help on their end.
In addition to that, I can see some further updates on the ticket that date back to December 12th. If you check your email, can you see Jen's update on your ticket?
Let me know more, and we'll take it from there!
