I was charged 3 times this month for a Plus subscription, when I have a Basic account.

I have just been charged 3 times for the Plus version of Dropbox when I am on basic. There is a link that you need to use when you're signed out to raise a support ticket but for the life of me I can't find it right now. I found it via the chatbot and asked to contact billing support. 

The direct support from DB is shocking, hiding behind forums and a so called knowledgebase really isn't acceptable when it comes to billing.

Jamie_Scott wrote:

all with separate transaction ids

Dropbox cannot charge you if you've not given it your card details. So if its charging you 3x you have either set up three accounts by accident and given your details three times (note that a free account doesn't need or ask for details AT ALL) OR somebody has cloned/hacked your card and as such you need to talk to your card provider. 

The most common error on this is that you set up a trial and then didn't cancel it. 

Jamie_Scott wrote:

do I have to raise a complaint via PayPal and let them do the heavy lifting?

Contact Dropbox first and ask for help. Because if they come back that its a genuine account (as it is in 99% of cases) the money wouldn't be refunded and re-charged to you. 

You need to log a ticket with Dropbox via http://www.dropbox.com/support while not logged in anywhere - even to here. Therefore it is usually better to use an incognito window. 

Hey Jamie_Scott, thanks for posting this here and sorry to hear about the situation. 

Can you please provide me with your ticket number, so that I can check it for you and leave an internal note for our team, as well? They’ll be able to check this as soon as possible this way. 

Let me know once you’re ready.

Dropbox cannot charge you if you've not given it your card details.

I mean thanks for the reply but if you were to look at my PayPal account:

and my DropBox plan:

you can clearly see that yes they can indeed charge me three times. I also have 2FA on my account so hacking it is next to impossible.

Mark wrote:

You need to log a ticket with Dropbox via http://www.dropbox.com/support while not logged in anywhere - even to here. Therefore it is usually better to use an incognito window.

Also you'll see from my original post, yes I have already done this but thank you for the reply once again.

Hey Nancy, thanks for the help offer, transaction id is Ticket #25075543

Jamie_Scott wrote:

I also have 2FA on my account so hacking it is next to impossible.

I believe you have been charged, the pictures show that. BUT. Ultimately nobody can charge you for anything if they dont have your details So, if you have 2FA on it almost certainly means you have given them your details. 

As I said, usually, it is people setting up and not cancelling a free trial. 

Jamie_Scott wrote:

... if you were to look at my PayPal account ... you can clearly see that yes they can indeed charge me three times.

The point is this... did YOU provide Dropbox with your PayPal information? If you didn't, and Dropbox charged you, then SOMEONE ELSE has provided Dropbox with that information.

Jamie_Scott wrote:

I also have 2FA on my account so hacking it is next to impossible.

This isn't about hacking your Dropbox account. You have Basic, so there shouldn't be any charges. If there was a charge on YOUR account, it wouldn't be Basic anymore. Therefore these charges are likely for OTHER accounts.

So, if your account is still Basic, and you've never provided Dropbox with your PayPal information, then what has been hacked (or stolen, etc.) is your PayPal information.

Thanks for the ticket number, Jamie_Scott. I’ve located your ticket in our system and left an internal note, too. 

Our advanced team is already looking into your case, so please keep checking your email for their next reply.