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Unauthorised Payment - Unknown Account

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Unauthorised Payment - Unknown Account

Explorer | Level 3

Hi All,

I have been a dropbox user for a few years now. Today I logged into my online banking to find I had been charged $185. I have never had a paid suscription for DropBox as I don't use it that often. Upon searching the transaction details using the tool DropBox provide I managed to link the payment to a completely different email address (one I don't have). When I click on cancel plan it is taking to my actual dropbox account and not the account corresponding to the payment. Has anyone had this problem and did they refund your money as this was not an authorised transaction.

5 Replies 5
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Re: Unauthorised Payment - Unknown Account

Dropboxer

Hi there @CarrieS, I'm sorry to hear that!

 

If the email address linked with the account that the charge is associated with is not one you recognise, then I'd suggest reaching out to our Support team to look further into this.

 

To do so, please fill in the relevant details under the "Submit a help request" section from this page.

 

You'll receive a ticket number (eg. #1234567) which you can let me know here if you'd like and I can follow up with you there.

 

Hope this helps, let me know if you have any questions!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Unauthorised Payment - Unknown Account

Explorer | Level 3
Hi Daphne,

Ticket number: #10786757

Regards,
Carrie
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Re: Unauthorised Payment - Unknown Account

Dropboxer

Thanks for the ticket @CarrieS.

 

I've just passed along your comments from here to my colleague handling your case. They'll be in touch with you as soon as possible with an update.

 

If there's anything else that I can help with in the meantime, please feel free to give me a nudge here.

 

Cheers!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Unauthorised Payment - Unknown Account

Explorer | Level 3

Hi Daphne, 

How long does this generally take, I'm in desperate need of this refund asap as my account is in the negative.

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Re: Unauthorised Payment - Unknown Account

Dropboxer

My colleague may need a little time to look into this and do some further investigation @CarrieS, however they will be in touch as soon as possible.

 

I also noticed that you submitted a ticket with our team from the email linked with your profile here, and that appears to be a different ticket number than what you provided me with previously.

 

Did you also submit a ticket from this Dropbox account too? I'm wondering if you also received a reply to this email address too regarding that ticket.

 

Let me know - thanks!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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