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 charge for what I assume is an annual subscription to dropbox which I do not have / have not authorized. I believe I was on this plan ~1 year ago when I then downgraded to paying monthly. I cancelled my monthly plan in Feb 2023 and have confirmation from dropbox of this transaction. WHY am I now receiving a bill and what is even more frustrating, is that all attempts to report this bill have been ineffective / met with silence from Dropbox. Please help.

Hi katesrap, thanks for bringing this to our attention. Do you see any payments on this page? According to your bank statement, were you charged by Dropbox, iTunes, or Google Play? This will help me to assist further!

It's very strange, I don't see the recent charge on this page. Just the last monthly fee from February when I cancelled. The credit card that was charged is not the credit card I have saved to my dropbox account. The charge on my credit card is from dropbox - [Removed as per Community Guidelines]

Since you have a charge from Dropbox, it's most likely on another account, and you can determine which account it belongs to by using the card lookup tool.

I have already tried that and all that comes back in red (after entering my cc information) is "please enter the last 4 digits and expiration date of the billed card."

Do you have any other email addresses you own which could be associated to a Dropbox account?

Wrongful credit card charge - Customer service help requested!

16 Replies

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Jay
Dropbox Community Moderator
3 years ago
Hi katesrap, thanks for bringing this to our attention.

Do you see any payments on this page?

According to your bank statement, were you charged by Dropbox, iTunes, or Google Play?

This will help me to assist further!
katesrap
Explorer | Level 3
3 years ago
It's very strange, I don't see the recent charge on this page. Just the last monthly fee from February when I cancelled. The credit card that was charged is not the credit card I have saved to my dropbox account.

The charge on my credit card is from dropbox - [Removed as per Community Guidelines]
Jay
Dropbox Community Moderator
3 years ago
Since you have a charge from Dropbox, it's most likely on another account, and you can determine which account it belongs to by using the card lookup tool.
katesrap
Explorer | Level 3
3 years ago
I have already tried that and all that comes back in red (after entering my cc information) is "please enter the last 4 digits and expiration date of the billed card."
Jay
Dropbox Community Moderator
3 years ago
Do you have any other email addresses you own which could be associated to a Dropbox account?
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
Dropbox 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
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
Dropbox 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
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