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.

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

I haven't used email in a few years. Only for logging into services.
I unsubscribed my Family plan sometime late October 2022 and my space immediately changed. However, the payments keep going out and despite an explicit ban at the bank and a subsequent change of credit card, the payment keeps going out every month! It's like a fraudulent company taking money out of my account. Only this is happening with Dropbox, a service of which I am a loyal fan and which has brought you dozens of users. I'm pretty sorry and upset about this.
Who can stop this? What do I need to do to get my money back?

  • Helen DBX's avatar
    Helen DBX
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago
    Hello 32may 
     
    Helen from Dropbox here.  Thanks for reaching out about your payment issue.
     
     I don't see a charge for your account  — is it possible that you have another account under a different email address?
     
    Could you please email us with the specifics of your charge via: http://www.dropbox.com/support 
     
    To explain the situation will require some account-specific info that would be wise not to share publicly. 
     
    I appreciate your cooperation and we look forward to assisting you on email. 
     
    Best regards, 
    Helen 
    The Dropbox Team

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