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Need a refund for an accidental charge

Level 3

I did not know that I was using a business account. Today I paid $ 1200. I am just a student. It would be too harsh for me to pay the five-year amount and 5 licenses. The money was money for the school life, and it was all the money. I made a request for a refund by chat support, but chat was thrown down as my account was downgraded. I wonder if I have been given a refund. Please save me.

87 Replies

Need a refund for a recent payment

Level 2

Hi there, I am deseprate for help!

 

I have been charged a huge amount from dropbox, 

I did not even know that I had subscribed to a trial as I live in the UK and my dropbox account was accessed by a family member in Australia. How do I get a refund and cancel this subscription? I do not want this and certainly can not afford it. I dont know how I will pay my home loan this week. 

 

Please help

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Re: Refund

Community Manager
Community Manager

Hi @CarrieBond

 

Can you contact our support team asap via https://dropbox.com/support? They'll be able to assist you.

 

Thank you




Ed G
Community Manager @ Dropbox
https://dropbox.com/support


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Dropbox Business Cancel and Refund - urgent

Level 2

Hi,

I'm really hoping someone can help me with this. About a month ago a visiting academic at the university where I work wanted to share a large file with me. He suggested we upgrade to Dropbox Business to share the file and then cancel the upgrade. I did this, downloaded the file, but then was unable to follow the instructions to cancel the upgrade as the link I was directed to wasn't there. I then got busy and forgot all about it, as I knew I had a month to do it in. I went to the supermarket last night to buy groceries for $14 Aus and my card was declined. Dropbox had taken out $1050 when there was only $300 in the account! My bank contacted me as it was obvious that I could not afford this, and they will be disputing the transaction. I am a single mother. I do not have a business or need a Dropbox Business account. I haven't used Dropbox since I downloaded the file one month ago. I think I cancelled my upgrade as soon as I found out this had happened (so the same day) but I do not find any of the instructions intuitive and I don't know if I have cancelled it or not. Can someone from Dropbox please check?! I NO LONGER WANT ANY DROPBOX ACCOUNT OR ANY FILES I HAVE THERE. I never use it. My work has plenty of ways to share files but the visiting academic could not log in to our systems. He is senior to me and I didn't feel I could say no to his suggestion. I thought it would be easy. I checked and I did receive an email about the payment last week, but it went to my gmail which I never use. I had tried to set up the upgrade with my other email address but could not get it to work.

Can someone please help me with this? My account is now $700 overdrawn and I can't buy food! I have been advised that I am entitled to a refund under the Australian Competition and Consumer Act 2010. I have lodged a ticket - 8011670. This is urgent for me as I really can't afford this.

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Re: Dropbox Business Cancel and Refund - urgent

Super User II
I'm afraid nobody here can help. You need to wait for Dropbox to respond which can take a few days. Tickets can be tracked at http://dropbox.zendesk.com

Ultimately there is NOTHING that your bank can dispute because, as you have admitted yourself, you did join you just didnt cancel it. They did also warn you that they were going to take out the payment, again, you just didnt check the emails. You, therefore, are legally liable for those charges.

 


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Re: Dropbox Business Cancel and Refund - urgent

Hello, 

 

I also am in the exact same situation.

My account has gone into negative and I am late for paying rent this month about to lose my home.

Paypal states 

"If you have a problem with a PayPal charge to your Dropbox account, including: 1. Unexpected or unwanted auto-renewal. 2. Selected wrong plan. 3. Unknown charge. 4. Strange charge/refund pattern each month. 5. General refund request. -- then please file a ticket at https://www.dropbox.com/ticket or email support@dropbox.com -- Be sure to include your Dropbox email and, if possible, the PayPal Transaction ID for the charge in question. Dropbox can refund any PayPal charges within 60 days of the charge. Filing an actual PayPal dispute may delay your refund if PayPal chooses to freeze the payment. General Dropbox help can be found at https://www.dropbox.com/help - Otherwise, please help request: https://www.dropbox.com/ticket Thank you! Dropbox"

 

Thus Drop Box can refund preapproved payments for unwanted auto-renewal as we are requestinog for our refunds within 60 days of charge. 

However, their phone line is non-existent as I tried to call and it was dead, and their support chat is closed so there is literally no way of reaching there.

 

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Re: Dropbox Business Cancel and Refund - urgent

Super User II
Support isnt available 247 naturelover1234 unless you are a Corporate customer.

You need to log a ticket as has been stated by PayPal and then wait for a reply.

 


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Re: Dropbox Business Cancel and Refund - urgent

Level 2

Hi Mark, thanks for your reply. Under Australian Consumer Law, insisting that someone pay twelve months in advance for a service they didn't want, don't need, won't use and can't afford is inequitable and unethical, and this would be deemed an unfair contract. I have admitted to making a mistake, but to enforce this contract and cause hardship in this was would be unconscionable. My bank have got involved as it was obvious from my financial situation that I did not intend to make this payment.

Are you paid by Dropbox to discourage people from trying to obtain refunds?

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Re: Dropbox Business Cancel and Refund - urgent

Level 2

I am really sorry to hear of your situation. I did not make the payment via Paypal. 60 days seems like a ridiculous amount of time to wait for a refund. I too am very disappointed that there appears to be no way of contacting Dropbox via telephone.

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Re: Dropbox Business Cancel and Refund - urgent

Dropboxer

Hey there @marie10 and @naturelover1234 - Welcome to the Dropbox Forum!

 

I am sorry to hear about this cumbersome situation and I'd be really glad to help with this. 

 

@marie10 Thanks for providing the ticket's ID - I have reached out to you via that email. You can check your inbox at your earliest convenience so we can take it from there if needed. 

 

@naturelover1234 - I ran a small search on our system and was able to locate your existing ticket and replied to you there with more account specific information. You can get back to me directly by replying to that email. 

 

I hope this helps and have a great week ahead folks!

 

 

 


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


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Need a refund for an accidental charge
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