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blac0177's avatar
blac0177
Explorer | Level 4
3 years ago
Solved

Support for rogue billing charges

Hello, I have charges on my credit card from dropbox, but do not have an active account with a paid plan.  Since I do not have a paid plan I cannot get support in any way.  I tried using the "Billing Help Request" page, but my submission thus far has been ignored for over 2 weeks.  If my credit card is being charged how can I get to talk with someone (phone, etc) to sort out this issue?  There is no phone number for support, and no way to submit a ticket without a paid plan.

 

This is most likely an old business email account that still is active, but I no longer have access to.

billing
Payments
  • Hannah's avatar
    Hannah
    3 years ago

    Thanks for the ticket number, blac0177!

     

    I was able to locate the communication and I can see that one of our agents has already contacted you.

     

    If you need anything else, please let us know.

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  • Umar darz's avatar
    Umar darz
    New member | Level 2
    3 years ago

    I appreciate that . I have bee nin touch with Dbox. and have a ticket number know,

     

    Also touched base with the bank, stopped cards etc., Been hacked I think!

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi from me too, Umar darz!

     

    Feel free to send us your ticket number here, and we'll also leave an internal message to our team for you.

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey Umar darz! I just replied back to your ticket. 

     

    Please respond in the same email thread or let me know in case you have any trouble seeing my message. 

     

    Cheers!

  • tiffvranes's avatar
    tiffvranes
    New member | Level 2
    3 years ago

    I have been charged $129.02 for a plan that I don't have anymore. I was downgraded back in April and refunded for a plan I wasn't using. Now, I was just charged July 31st. It was confirmed that I have the basic plan and that it was free and I shouldn't have been charged. 

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    tiffvranes wrote:

    I have been charged $129.02 for a plan that I don't have anymore.

    Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

     

  • KAYEMARIE's avatar
    KAYEMARIE
    New member | Level 2
    3 years ago

    I have a basic plan that says it is FREE yet I am being billed monthly!  How do you reach an actual person to STOP this? 

     

  • KAYEMARIE's avatar
    KAYEMARIE
    New member | Level 2
    3 years ago

    YES, ArchiJo,

    How did you get this stopped?  I too have-not noticed the billing for years.. .my bad for not being Detailed.  

    It is impossible to connect with a real person from this site! SO FRUSTRATING.  

  • KAYEMARIE's avatar
    KAYEMARIE
    New member | Level 2
    3 years ago

    I am not new... though signing in provoked that notice from your company.


    I have been billed monthly for the BASIC plan, which is free, and there is NO billing information on my account .  YET SOMEONE is taking $$ every month. HOW TO STOP THIS???

  • Jay's avatar
    Jay
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    HI KAYEMARIE, did you try the steps provided by Rich to contact the billing team for them to investigate this matter in more detail?

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