Forum Discussion

32may's avatar
32may
Explorer | Level 4
2 years ago

Unauthorised continued payments for cancelled subscriptions

More than a year ago, I paid for a dropbox family plan for my then-girlfriend and her family. After the breakup, I cancelled my subscription, but after a few months I noticed that the fee was still b...
billing
cancellations
Dropbox Family
Payments
Nancy's avatar
Nancy
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Sorry to hear about this, 32may. 

 

When you cancelled the Family subscription for the first time, did you receive a confirmation to the email address linked to your Dropbox account? 

 

Is it possible that you have another Dropbox account (under a different email address), for which you’re now being billed? To double check this, I’d like you to go here, and insert the 12-digit transaction you should’ve received in your bank statement. 

 

Is the email address you're seeing the same as the one showing here? 

 

Let me know what you find, and we’ll take it from there.

SFickel's avatar
SFickel
New member | Level 2
2 years ago

I too need help. On the same day I started a free basic plan for 30 days January 7th 2024 I deleted the app as it was not what I thought it was and I didn’t need it. Couldn’t find anywhere on the app to cancel so I deleted the app. Thought problem was solved. Now a month later I get a bill for $129.83 saying I upgraded! I never upgraded! It said if deleted all info would be gone & therefore I assumed I had removed the plan. My husband is ill with Parkinson’s and I cannot afford something i never requested. I sent an email back when you guys sent one to me saying I was going to be charged. No reply. Here is the 12 digit code in my statement [removed per Community Guidelines] then to top it off… I had to rejoin in order to talk to someone and I can’t find a way to cancel other than deletion again which didn’t work the first time . Please help me!

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

    I’m sorry to hear about your husband and the situation, SFickel. Let’s see what we can find.

     

    Did you perhaps reply back to the upgrade email you received from Dropbox? If yes, I’m afraid this email is automated and it’s not being monitored. 

     

    However, I can log a new ticket for you (to this email address), so that we can check this internally.

     

    Let me know if that’s OK.

  • Helen DBX's avatar
    Helen DBX
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago
    Hello SFickel 

    Thanks for reaching out. I hope you don't mind me jumping in here.
     
    Deleting the Dropbox app will not delete the actual account.

    Most likely, you started a trial and this converted to a paid account after the 30 days. 

    I am going to reach out to you by email and then we can arrange a refund for you. 
     
    Best regards, 
    Helen 
    The Dropbox Team

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