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Re: Dropbox sent misleading emails and because of them I never cancelled my business trial.

Dropbox sent misleading emails and because of them I never cancelled my business trial.

Kylebenjamin
Explorer | Level 3

I signed up for a 30 day business trial on october 17th 2016 (renewel on nov 18th) and received an email from dropbox on november 17th stating that my payment had failed (which was welcomed, as I was on my way to the website to cancel my trial on thr last day) and that the account was unable to be renewed. Due to the email I had recieved from dropbox, I assumed my account for whatever reason was infact already closed as i did not follow the link to complete payment or renew. I recieved another email on november 20th thanking me for trying the business account and that the trial was almost over which i also assumed was sent because the business account would close due to no payment, this is strange to me because it was sent after the 30 day period. Finally on november 25th, i recieved an email stating that the next day, the business account was closing. On november 28th ,2 days after the account was said to be closed i recieved an email from dropbox business account had been "upgraded" and I had been charged $750 dollars. I was fully aware of dropbox terms of service and no refund policy but I feel I was greatly mislead by the emails sent to me on november 17th , 20th, and 25th that the account was indeed unable and not going to be renewed.

After more examination, I have found that an invoice was created by dropbox on November 18th and not sent to my email even though it is stated in the invoice heading. Why was I notified on the 17th that a payment had failed and account unable to renew when an invoice was created a day later and not emailed to me? Had I been aware, I would have been able to dispute the upgrade as per the email sent . Also ..the invoice ID doesnt match or isnt listed in the receipt that was recieved 11 days later (once again no email notification) which is also concerning to me. And finally, which i hope satisfies my request for a refund, is I WAS notified that the account was closing on november 26th then a receipt came in on november 29th with my bank clearing it on nov 30th? All very misleading to me, as I had gone on for 13 days with the only emails I have recieved from dropbox stating that payment failed, was unable to renew and the account would be closing on Nov 26. Had I known that after the emails sent by dropbox on the 17th and 25th were not actually indications that I had not and would not be billed (as you stated the account was closing in the email on nov 25th) I would have raised the issue sooner. I work at sea and have to pay a premium for data usage and was mislead to believe that for whatever reason, I was not required to cancel my account due to issues you had in the initial payment request (which once again, was emailed to me as failed before the invoice that WASNT emailed to me was created)

I hope to resolve this issue asap. I will be disputing this charge with my bank first thing in the morning.

I have read the terms of service

Auto-renewals and Trials. IF THE CUSTOMER'S ACCOUNT IS SET TO AUTO-RENEWAL OR IS IN A TRIAL PERIOD, DROPBOX (OR THE CUSTOMER'S RESELLER) MAY CHARGE AUTOMATICALLY AT THE END OF THE TRIAL OR FOR THE RENEWAL, UNLESS THE CUSTOMER NOTIFIES DROPBOX (OR THE CUSTOMER'S RESELLER, AS APPLICABLE) THAT THE CUSTOMER WANTS TO CANCEL OR DISABLE AUTO-RENEWAL. Dropbox may revise Service rates by providing the Customer at least 30 days notice prior to the next charge

And feel I deserve a refund because I had been mislead by your emails. Also I was charged 13 days after the original email stating that the account could not be renewed. As I was charged way past the original email AND trial period AND email stating the account would be closed on nov 26th (roughly one week after already having completed a 30 day trial started on october 18th) , i dont feel as I am violating the terms of service

Term. This Agreement will remain in effect until Customer's subscription to the Services expires or terminates, or until the Agreement is terminated

My subscription was supposed to be automatically renewed on nov 18th and I was notified on Nov 17th and November 25th that dropbox was unable to renew the account. An invoice was created but not sent to me nov 18th and yet the email on the 25th reitterated the inability to renew account by stating

"If your Dropbox Business account isn't renewed by tomorrow, each member of your team, Ocean Video, will be downgraded to a free Dropbox account."

What this email didnt say is that dropbox would again charge me $750 four days later without my consent AND outside of the terms and conditions (as the email on the 25th was regarding the account CLOSING on the 26th).


Id like to include a brief summary timeline of events.

October 17th -the business trial was started

**November 18th - the next renewl date

November 17th - went to cancel trial, recieved email stating dropbox unable to renew account (no need for me to follow up on canceling if the account was already unable to renew)
"Bad news - we weren't able to renew your Dropbox Business account, Ocean Video. But no need to worry! Renewing's easy. Just go to the renew page."

November 20th - email telling me the 30 trial started *34* days prior was almost finished.
"Your free trial is almost over, so make sure to experience all Dropbox Business has to offer."

November 25th - email with headline "Dropbox Business Account Closing Tomorrow"..I thought this was one last attempt for you to get me to upgrade
"Final heads up! We weren't able to renew your Dropbox Business account. To keep your account up and running, renew now"
"If your Dropbox Business account isn't renewed by tomorrow, each member of your team, Ocean Video, will be downgraded to a free Dropbox account."

November 28th - email stating that the account had been renewed
"Success! Your Business account has been renewed. Your transaction details are.."


Dropbox, please have some understanding. The account should have been closed on November 18th as the 30 day trial period had ended and you were notified me you were unable to renew the account twice. If I had not recieved that intitial email on November 17th, I would have completed my original task of canceling the account but was instead mislead into thinking that the account would not continue to attempt to renew, as the terms and conditions I agreed on were for a 30 day trial and you stated that you were unable to renew the account.

Please get back to me asap

10 Replies 10

Re: Dropbox sent misleading emails and because of them I never cancelled my business trial.

Mark
Super User II
I'm not sure what the issue is? You were sent an email saying it failed. These emails also say you dont need to do anything as they will re-try in a few days. You didnt read it properly. That is not Dropbox's fault.

Ultimately you did not cancel the trial in time. You accepted those T&C's when you signed up. You've also admitted on a public forum - the companies own public forum - that you didnt do it properly. So when you log the charge back the bank will ask Dropbox for information on it and all they need to do is send them this.

All I can suggest is contacting Dropbox support (note this is a user supported forum, nobody here can help) and asking for assistance.

You will find the information in your Business Admin Control panel.

 


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Re: Dropbox sent misleading emails and because of them I never cancelled my business trial.

Kylebenjamin
Explorer | Level 3
Actually mr condesending, the emails dont say they will try again and them trying it after my trial isnt covered in the terms of conditions as Im sure you have become familiar with by now. You incorrectly assumed the contents of the email. In fact, the first emails only says


Hi Kyle,

Bad news - we weren't able to renew your Dropbox Business account, Ocean Video. But no need to worry! Renewing's easy. Just go to the renew page.

Complete renewal

Confused? We're happy to help. Find our contact info here.

Take care,
- The Dropbox Team


Mark, how often are the assumptions you make right? There is a condesending tone from your post and Im wondering if you even read what I posted in full. How can you not see an issue when they

1)tell me payment has failed without sending an invoice first (nov 17th)

2)tell me my account could not be renewed at what was supposed to be the end of the trial period

3)Inform me after the 30 day trial that It would it was almost over (33 days after the trial began)

4) say they are closing the account on November 26th then charge me days later?

Ive reported your post as an effort for the discussions on this forum to revolve around information provided and not assummed.

Re: Dropbox sent misleading emails and because of them I never cancelled my business trial.

Kylebenjamin
Explorer | Level 3

Not helpful one bit and youre providing information you have no knowledge of (regarding the "email says it will keep trying to renew--total BS,mate)

Re: Dropbox sent misleading emails and because of them I never cancelled my business trial.

Kylebenjamin
Explorer | Level 3

Also to give some *correct* information out. The email stated that payment failed. According to Dropbox help page

 

"What happens if a credit card payment fails on my Dropbox Business account?

If a payment fails using the credit card on file on your Dropbox Business account, we will most likely be unable to renew your team subscription. Your account will be suspended, and your team members will be downgraded to Dropbox Basic accounts.

If you'd like to continue using Dropbox Business, you can re-purchase a subscription and set up a new team."

 

 

Well, for me, payment failed twice and they didn't suspend the account (twice) and on the second attempt they stated they would be *closing* the account (not just suspending). It does not say that they will continue to attempt to charge the card. All of this supports my initial claim of being mislead and I don't feel like I'm "milking" this situation at all. I was given false information by Dropbox via email and their own help forums that led me to not manually cancelling the account, as all indications and information provided by Dropbox suggested that the account was unable to be renewed. Mark, still having a problem seeing an issue with this? 

Re: Dropbox sent misleading emails and because of them I never cancelled my business trial.

comebaqq
Explorer | Level 4

how do i see who i followed on dropbox forum

Re: Dropbox sent misleading emails and because of them I never cancelled my business trial.

comebaqq
Explorer | Level 4
where can i see who i followed on drop box

Re: Dropbox sent misleading emails and because of them I never cancelled my business trial.

comebaqq
Explorer | Level 4
ok

Re: Dropbox sent misleading emails and because of them I never cancelled my business trial.

rturner
New member | Level 2

Hi, 

I've had the same experience. 

I cancelled the trial but still 738.00 euros was taken

from my account. 

I have a record of cancelling the account. 

Then they took a year's payment from my card, illegally. 

 

Misleading emails from dropbox spoke of a monthyly  fee.

But then again, the customer could cancel the monthly fees.

This is just a complete fraud

Re: Dropbox sent misleading emails and because of them I never cancelled my business trial.

dcampbell1430
New member | Level 2

I had a similar problem. Their emails stated I was maxed on storage and to sign up for a 1 TB Trial. I did not notice the business level aspect of it, but being I was on a personal level I didnt think there would be this huge one time non refundable fee. The emails I have make no metion of the $750 charge. The was not notice of the 30 day period coming up. They dont make you read the Terms and Conditions.  I received a $750 charge and politely asked them to switch me to the individual plan and prorate the differnence. Some idiot in a Mumbai call center most likely told me to pound sand. Not sure what I can do, but I am going to continue to hound them, even at the corporate level

Need more support?