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How to get in contact with someone in support with the authoriy to do anything

How to get in contact with someone in support with the authoriy to do anything

franciscforde
Explorer | Level 3

After months of emails with the support team, they continue to reject my request for a refund.

I initially cancelled my trial subscription, and received a confirmation email stating that it was cancelled. However, I was still charged for it. If there ever was grounds for a refund, that seems like a pretty darn good bet for it. Yet, about 5 customer service people have told me that they cannot do refunds. This is ridiculous. I want to some how talk to a team manager or someone who actually has some authority to provide a simple refund for a system error. Any advice . . . ?

5 Replies 5

Re: How to get in contact with someone in support with the authoriy to do anything

Lori
Dropboxer
Hey @franciscforde, and welcome to our Community!

It's true that in most cases, payments made through Dropbox are non refundable

However, I'm more than happy to look further into this for you. Can you share the ticket number of the conversation you had with our Support team? 

Let me know, and we'll take it from there!

Lori
Community Moderator @ Dropbox
dropbox.com/support


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Re: How to get in contact with someone in support with the authoriy to do anything

franciscforde
Explorer | Level 3
Ticket #12370529

Hi Lori.

I have spoke to 4 or 5 people at dropbox across different case tickets, that is my most recent one.

Apparently in-app purchases must be handled by the app store itself. However, google play have just told me that this is against their policies, which clearly state that the app developer themselves would be responsible. Google play tried to process a refund, but it was rejected by the server for this reason. So from what I have been told, neither party can complete a refund . . . Which would be ridiculous of true.

Re: How to get in contact with someone in support with the authoriy to do anything

Mark
Super User II

Dropbox are correct - all refunds for app stores have to go via app stores.... Google is fobbing you off here I'm afraid. 

 

If you get nowhere with them lodge a dispute with your card company. 


 


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Re: How to get in contact with someone in support with the authoriy to do anything

franciscforde
Explorer | Level 3
Hi Mark.

Thanks for the reply here. The problem is that the transaction date is older than what my credit card company will allow a dispute to be opened on (60 days). So I dont know if they will be able to provide any assistance. Any advice here?

Re: How to get in contact with someone in support with the authoriy to do anything

Mark
Super User II

Oh dear 😞 

No I dont sorry - other than escalating within Google. I genuinely dont think Dropbox can help (although they've maybe not told you this very well....) because they wont be able to see the financial information within their systems as to what has happened in your account because thats all at Googles end.


 


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Top contributors to this post

  • User avatar
    Mark Super User II
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    franciscforde Explorer | Level 3
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    Lori Dropboxer
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