Forum Discussion

Ecost's avatar
Ecost
Explorer | Level 3
8 months ago

Refund not received after subscription cancellation (Ticket #24953311)

Hi everyone, In early April, I contacted Dropbox Support to cancel my paid subscription. On April 4th, I received confirmation via Ticket #24953311 that the cancellation and refund had been processe...
billing
cancellations
Refunds
Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
8 months ago

Hey Ecost, thanks for joining our Community.

I took a look at your ticket and I see that the process has been followed correctly.

Have you reached out to your bank to see if the amount is perhaps in a pending state, and that's why you do not see it in your available funds?

Let me know what you find.

Ecost's avatar
Ecost
Explorer | Level 3
8 months ago

Hey Hannah! 

Yes, we went directly to our bank and we have no pending data.

Thanks.

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    8 months ago

    Hi from me too, Ecost! Is there any chance you have another bank account from which the money was initially withdrawn in order to pay for Dropbox? 

    In general, all refunds are returned to the payment method/bank account that was used for the upgrade or last renewal of your subscription.

    • Ecost's avatar
      Ecost
      Explorer | Level 3
      7 months ago

      Hi, Nancy​  thank you for your message.

       

      We can confirm that we do not have any other bank account from which the Dropbox payment could have been made. The transaction was processed using our main account, and we kindly ask you to proceed with the refund accordingly.

      Please let us know if you need any further details.

      Best regards,

      Ecost Team

      • Nancy's avatar
        Nancy
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        7 months ago

        I see, thanks for keeping us in the loop, Ecost! The next step is to log a new ticket for you, so that our support team can investigate what may have happened. 

        Can I go ahead and message you to the email address you’ve linked here on the forum?

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