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Charged $199 twice during the free 7 day trial period.

Charged $199 twice during the free 7 day trial period.

higreghi
Explorer | Level 4

Hello, I started a FREE "7 day trial of DropBox Plus" on July 6, 2024, then I noticed that I was charged $199 on July 8, so I was able to contact Dropbox Support and Donald told me he had confirmed that a refund would be issued today, July 10th.  Instead of issuing a refund, I was charged another $199 today.  When I look my account page on the Dropbox website, it shows a $199 and a $199 refund. 

I have a screenshot of my checking account page and unfortunately cannot add it here, BUT all debits are black and all credits are green.  Clearly the two $199 charges from Dropbox are black.  I will contact my bank and see if they somehow didn't recognize that it was a refund and not a charge.  That has never happened before, but that doesn't mean it couldn't happen today.  But as far as I can tell at this moment, it's 2 charges of $199 when there should be none, as I'm on day 4 of a 7 day FREE trial.

 

I will update this post if the second charge turns out to be a refund, stranger things have happened, I'm sure. 

 

Thanks,

Greg 

6 Replies 6

Megan
Dropbox Staff

Hey again @higreghi, thanks for posting here! 

 

Is it possible that you have two Dropbox accounts that you're getting charged for?

 

Now, as for the second charge have you tried using the credit card charge lookup tool to identify the account you're being charged for? 

 

You can always wait for Donald's email (you should receive a follow-up from him soon) and send him all the billing details, in order for him to check on his end, since he has all the available tools there.

 

Keep me posted!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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higreghi
Explorer | Level 4

Hi Megan, thanks SO much for your kind and thoughtful response.  I haven't heard back from Donald or anyone else on the Dropbox Support team, but I thought the card was being authorized for payment at the end of the trial.  But, the way I understand it, authorizatioin doesn't typically end in a payment in the moment, it's just a verification of funds.  This isn't my area of expertise, but that's my limited understanding.

 

And what I can see is that both "authorizations" resulted in purchases and I do not have more than one checking account or Dropbox account.  BUT, the wording was different for the authorization on 7/7 and the authorization on 7/10.

higreghi_0-1720664733542.png

 

higreghi_1-1720664814546.png

The first one looks like a Purchase and the second one like an Authorization, but both of them took funds out of my account, while on the FREE 7 day trial.  Here's my recent transactions and BLACK is a purchase and GREEN is a debit.   I had gotten APPROVED for a refund by Donald and I thought the second $199 was the refund, but then I noticed it wasn't green, ooopsie!  So, I currently have $398 missing from my account for a FREE 7 day trial. NOT GOOD!  And I'm not a happy camper.  I just hope this can be resolved and end well for everyone involved.

 

Thanks,

Greg

 

 

 

jxt10
New member | Level 2

I made a dropbox Sign account early last year in 2023/07/06, because I want to transfer some documents to others. I think there was a free version, or a free trial that I may have signed up for.

But I just know I subscribed the account in 2024/07/06 because there was a 120 dollar charge at that day. I cancelled the new subscription as soon as I know this, and it says I can get a refund, but nothing happens. Now my account is "basic", but I don't get any money back!!!

When reviewing my credit expenses for the past year I also found a 120 dollar charge in 2023/07/06, I was wondering if it was possible to get it refunded because I even don't know the subscription at all!! 

Pretty disappointed by the support page and I have no idea who to contact to pursue this.

My appeal is get the two years money back, PLEASE HELP ME.

higreghi
Explorer | Level 4

Hi Megan, I forgot to add the checking account screenshot.  Two things I forgot to mention for the transaction screen shots is that the Descriptions are different and the Types are different, 7/7 = Purchase and 7/10 = Merchant, if that's important.

 

Here's what they look like in my checking acct and I should mention that black = purchase and green = refund.  Note that both entries are black, not the first black and the second one green.

 

higreghi_0-1720674475155.png

 

My checking is now in the negative with $398 of charges coming in on one day.  I'm a 72 year old retiree and unfortunately am living on Social Security, I was a Pastor for many years and no reitrement was provided.  Anyway, I get paid now in 6 days but I need to buy groceries tomorrow.  I'm not going to starve but I'm not going to thrive, either.  I hope this can be taken care of today.

 

Thanks,

Greg 

Walter
Dropbox Staff

Hey @higreghi - sorry to hear about this.

 

Would it be alright with you if we sent you an email to investigate further? 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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higreghi
Explorer | Level 4

Megan, I'm SO sorry, I probably mentioned that I'm 72 years old and I got my Dropbox snafu confused with a FREE 7 day trial with a VPN provider and they charged me twice during the free trial period.   So, coming back to reality, it was a 30 day trial period with Dropbox and Donald negotiated a refund of the $199 charge.  And, the fact remainsI I was charged and additional $199 when I was expecting a refund.  And just so you know, I haven't mentioned this situation anywhere outside of the community, nor do I intend to do so in the future, so my crazy mistake happened here within the tribe and not out there.  Again, apologies for my confusion, I think my account going negative with a $38 overdraft charge scrambled my brain.  That said, I do hope this can be resolved soon and very soon and I still need a VPN service.  Thanks, Greg

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