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Unauthorized Charge - Dropbox refusing to help

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Unauthorized Charge - Dropbox refusing to help

New member | Level 2

My company has multiple dropbox accounts and we've been using them for a long time. Out of nowhere a couple weeks ago we noticed a $1,000 charge to an account linked to the work email of a past employee (an individual who has not worked at the company for over 10 years and whose work email has been inaccessible to anyone since). 

I can think of nothing more frustrating than Dropbox's ridiculous "policy" to refuse to answer any billing related questions over the phone -- forcing us to communicate the issue entirely via email with representatives who take FOREVER to get back to you. When customers want to dispute unauthorized charges like this, Dropbox clearly just wants us to give up and forget about it since they take so long to respond.

Anyways, in one of the emails, the account rep said that it must have been manually charged by the owner of the email, which as stated is simply not possible as the email is not accessible. Their "policy" to never offer refunds is equally ridiculous, and shows their lack of commitment to their dedicated customers. We've been paying you tons of money every month for over a decade and the only time we've ever disputed a charge you're just going to sit there and say "Nope sorry not listening, company policy!" even though the $1,000 charge was either a glitch or a mistake on your end? Most pathetic "customer service" I've ever seen.

5 Replies 5
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Re: Unauthorized Charge - Dropbox refusing to help

Dropboxer

Hello @RobCEI - welcome to the Dropbox Community.

I'm sorry to hear about this and your experience with our support team and I'd really like to help as much as I can with this. 

Could you let me know your ticket's ID so I can locate it on our system and get on it? 

Remember, while it's true that we can only discuss personal information with the account holder for security purposes, if you have access to the billing information we can help with cancelling the account's subscription to prevent further charges in the future. 

Generally speaking now, while in most cases, subscriptions for Dropbox Business, Plus, Professional, and Enterprise are non-refundable, refunds can be granted where required by law. 

I'll be waiting for your ticket's ID in your reply so we can switch to email communication to better look into this account and payment specific matter Rob. 



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


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Re: Unauthorized Charge - Dropbox refusing to help

New member | Level 2

The ticket ID is 9895966

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Re: Unauthorized Charge - Dropbox refusing to help

Dropboxer

Thanks for the swift response @RobCEI!

I can see that the agent handling this ticket has last sent an email on the 7th of November and the ticket is now closed due to inactivity as they didn't hear back (via email). 

Would you like me to reach out to the email address that's connected to your Community's profile to discuss this further perhaps?  



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


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Re: Unauthorized Charge - Dropbox refusing to help

New member | Level 2

I see now that our current agent apparently opened up a new ticket to discuss the old ticket, so the current ticket ID is actually 9941467

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Re: Unauthorized Charge - Dropbox refusing to help

Dropboxer

Thanks for the speedy response @RobCEI - much appreciated.

I've located the ticket on our system and passed your comments there so the agent handling the case is aware and to have all the relevant info under the same place. 

You should be hearing from them on the ticket soon.

If there's anything else I can do, please let me know. 

 

[This thread is now closed by moderators due to inactivity. If you're experiencing a similar behavior or have a question, feel free to Ask for help from the Community here.]



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


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