Support for rogue billing charges

Hi blac0177, thanks for bringing this to our attention.

As you mentioned the charges are from Dropbox, have you tried using the card lookup tool to locate which account this belongs to?

Did you get a ticket ID from when you contacted the support team via the site?

This will help me to assist further!

The card lookup tool expects some 12 digit code which does not match the format of the code on my bank statement.  As others have said in the forums, the bank statement show a 7 digit followed by another 10 digit, and does not match the format.  I followed the form and submitted a request, but no, there is no mention of a ticket or anything after I submit.

Did you submit a ticket using this form, which can be done by opening an incognito/private browsing window, while not signed into your account?

Choosing 'Other' and then putting in an email address that you can access, followed by your billing info should allow you to submit a ticket.

I followed those instructions in an incognito window so it wasn't logged in, using my email.  This time it sent an email with a ticket number: 21946142

This is just like what happened to me!

I have just realised that I have been charged £8.99 each month on my credit card - it shows up as Apple.com/bill - we don't have any Apple devices or subscriptions - I spoke to Apple and they confirmed (eventually) that it is for a Dropbox subscription. I only have Basic Dropbox, as does my husband and my son, so cannot see any reason for this charge. I was (eventually) able to stop future charges (hopefully). 

However £8.99 has been charged to my credit card every month since October 2019, and (while there is clearly a lesson in there for me to check my credit card bills more carefully) we clearly have not used this subscription, so now I want to find out how to get a refund. 

I would really appreciate any help on how to speak to an actual person at Dropbox. 

Thanks!

Hi ArchiJo, thanks for posting here today! 

Based on the info you provided, you mentioned that the charge was coming from the App Store from an iOS mobile device.

Due to the way that App Store purchases are handled, we are unable to provide refunds directly for iOS in-app purchases. I would have to redirect you back to Apple in order to pursue a refund.

Thank you so much! 

I already spoke to Apple and they said that because it is a 'subscription' it needs to be refunded by Dropbox, not them. 

You at Dropbox will be able to see that none of the storage that was presumably available through this erroneous Dropbox Plus subscription has been used. 

Also - why could I not log back in to this forum using the same name as before?

When I type in my username I keep getting the message 'That username is already taken.'

I know that shouting at the computer, 'Yes, it is taken, by me - let me in!' won't help - can you tell me what would?

Thanks.

ArchiJo/ArchiJo1

---

ArchiJo1 wrote:

When I type in my username I keep getting the message 'That username is already taken.'

---

You likely weren't trying to sign in. You were creating a new account and the system wouldn't let you because the name you entered is already taken. Make sure you're using the correct form to sign in.

How do I find the correct form?

If I click on the link on the alert emails from this forum it takes me to the same place as if i click 'community' from within my Dropbox account - either way i can't get in!