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I accidentally upgraded my Business plan, I have a case with Support but I haven't had an update.

I accidentally upgraded my Business plan, I have a case with Support but I haven't had an update.

statlab001
Explorer | Level 3

On 2020/10/18 I purchased Dropbox Business Standard Plan (from 2020-10-18 到 2021-10-18) and paid US$450.00.
on 2020-11-24  I upgraded to Dropbox Business Advanced Plan (from 2020-11-24 to  2021-11-24) by mistake and was charged US$315.622.
I contacted the customer service Katie immediately and she cancelled the upgrade and refund me   US$315.622.
However, they also put my "Dropbox Business Standard Plan"  locked state that I already paid for.
Katie said she sent my problem to a specialised team. However, I have not heard from anyone yet. I wonder how long will that take since my team need to work on the files. 

9 Replies 9

Re: account probelm

Daphne
Dropboxer

Hi @statlab001, I'm sorry to hear about the situation!

 

Can you let me know your ticket number (eg. #1234567) that you have with our team, so that I can check on this for you from our side?

 

Thanks!


Daphne
Community Moderator @ Dropbox
dropbox.com/support


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account lock

statlab001
Explorer | Level 3

I paid USD 450 for an annual subscription on 10/18/2020 and purchased a standard business plan for 3 staffs, and the subscription period is from 10/18/2020 to10/18/2021.

 

On 11/24/2020, I upgraded the subscription to advanced business plan by mistake and I was charged for USD 315. I contact the customer representative  immediately and explained the situation, and she cancel my advanced business plan subscription and refunded me USD 315. However, my standard business plan is also locked.

 I just cancelled advanced business plan subscription and supposed that I can still use the standard business plan since it was paid, but I got locked!

got downgraed!

statlab001
Explorer | Level 3

On 11/24/2020, I upgraded the subscription to advanced business plan by mistake and I was charged for USD 315. I contact the customer representative  immediately and explained the situation, and she cancel my advanced business plan subscription and refunded me USD 315. However, my standard business plan is also locked.

 

I just cancelled advanced business plan subscription and I am downgraded that lose    standard business plan. All the customer representative just want me repurchase!

Re: account lock

Walter
Dropboxer

Hey @statlab001; thanks for posting!

 

I just merged your posts under your original one to keep all the relevant information under one place.

 

That said, did you have the chance to look for a ticket ID as my colleague Daphne suggested? 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: account probelm

statlab001
Explorer | Level 3

the ticket number  is  11649052. please help! thank you!

Re: account probelm

Daphne
Dropboxer

Thanks for that @statlab001!

 

I was able to locate your ticket and I've given it a nudge from my side to let them know you need an update on this.

 

The team are looking into this for you, and they'll be in touch as soon as possible.

 

If you need anything else, please feel free to drop me another message here!


Daphne
Community Moderator @ Dropbox
dropbox.com/support


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Re: account probelm

statlab001
Explorer | Level 3

It has been alomost a week since 11/24. is there anyone working on my account? 

Re: account probelm

statlab001
Explorer | Level 3

and the ticket is going to expire in 22 hours. 

Re: account probelm

Daphne
Dropboxer

I can see that one of my colleagues got back to you recently, who is the currently the person handling your case @statlab001.

 

I understand how important this is for you, so I've increased the priority of your case.

 

Sorry that I can't be of much more help than that, but please rest assured that your case is being looked into by our specialists.


Daphne
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
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