I need my support ticket escalated, since I can't access my account due to an incorrect password.

On 6/7 I contacted customer support regarding an account that I haven’t access since 2015. I recently realized that there are photos of a deceased family member on there that I don’t have anywhere else.

After entering my credentials login, second factor code was sent to an email address. I no longer have access to.  I reached out to support via email and they were able to verify my identity and temporarily remove the second factor authentication. 

I was extremely happy to have successfully been able to do this. However, when I went to log into my account, the account is now saying I’m entering the wrong password.  

I know for 100%, that I am using the correct password. I had the password saved and I only accessed the account for a short time and never change the password.  

I reached back out to customer service regarding this issue. I feel that it is most likely that my password was reset in 2016 after a data breach.  But customer service is telling me that is not the case.

Since I am sure, but I am using the right password, the only other logical explanation is that when the customer service representative reset the second factor authentication they messed up something with my password. 

At this point customer service to give me the runaround that they can’t help me if I don’t have access to the email.  From hearing others experiences, I have seen that people have been able to regain access to their account without access to their email after speaking to an “ account security manager”.

I have been requesting for a few days now to speak to an account security manager, but the agent said they wouldn’t be able to help me and there’s nothing that they can do. 

I reached out to dropbox on Facebook messenger and they said that they would note my concerns and have someone reach back out to me.  The next day, a different representative reached out to me and provided me with the same disappointing answers the previous representative had provided to me. 

Even Instagram allows you the opportunity to upload a video and identification to regain access to your account.  I fully appreciate that they take peoples memories seriously and don’t hold them hostage to the fullest extent.   

This is very frustrating because other customers have reported being in the same situation. They have also reported being given the opportunity to reset their password without access to their email (and they were also not logged in anywhere else) after speaking to an account security manager, and verifying their identification with them.  

As a customer it is very frustrating to see that other users have been given this opportunity and I am not  

I wonder why I am not being treated the same as other customers?