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Forum Discussion

katesrap's avatar
katesrap
Explorer | Level 3
3 years ago

Wrongful credit card charge - Customer service help requested!

I'm not sure how to get this issue reconciled so posting here with the hope that someone who monitors this from Dropbox will help me out.    I recently (May'23) received a $119.88 credit card charg...
cancellations
Payments
Refunds
katesrap's avatar
katesrap
Explorer | Level 3
3 years ago
I have an account associated with my work email however I’ve already checked that / there are no bills associated with that account. No other accounts to my knowledge.

How do we get to the bottom of this?
Jay's avatar
Jay
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

You contact the support team by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.

  • katesrap's avatar
    katesrap
    Explorer | Level 3
    3 years ago
    I have done this - can someone please monitor and make sure I get a response? I submitted something several days ago and never heard back
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey katesrap, sorry to jump in, but could you share your ticket's ID with us so that we can look it up in our system?

  • katesrap's avatar
    katesrap
    Explorer | Level 3
    3 years ago
    I don’t have a ticket ID - nothing was shared when I submitted the form other than someone would get back to me in 2-3 business days
  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    katesrap wrote:
    I don’t have a ticket ID - nothing was shared when I submitted the form other than someone would get back to me in 2-3 business days

    If the form was submitted successfully, you would have received an email with your ticket number. Make sure you check your spam folder.

  • katesrap's avatar
    katesrap
    Explorer | Level 3
    3 years ago
    I’ve submitted this form twice now - the page on browser comes up and says it was submitted successfully but I do not receive an email with a ticket ID
  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Sorry for jumping in too, katesrap. It sounds like your ticket wasn't submitted properly from what you describe.

     

    Is it OK if we log a ticket for you instead, and send it over to the email address that's linked to your Community profile here?

  • katesrap's avatar
    katesrap
    Explorer | Level 3
    3 years ago
    Sure why not! Thanks
  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    You're all set, katesrap! When you get the chance, please check your email address and reply back to my message.

  • katesrap's avatar
    katesrap
    Explorer | Level 3
    3 years ago
    Done

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