DOUBLE CHARGE - NEED CANCELLATION + REFUND

[AmberAdriana]

Hi 

I've had dropbox for quite sometime, but it wasn't until recently that I noticed I am being double charged. I cancelled one now, however I am unsure of how to cancel the other charge. Can someone advise. Also can I receive backpay? The economy is trash right now and an extra $140 is going to you all a year because of the duplicate charge

[Nancy]

Hi @AmberAdriana! Thanks for posting on the forum. 

From your post, it sounds like you’re being billed for two separate Dropbox accounts, under different email addresses.

If you check your bank statement, does it show that both of these charges came directly from Dropbox, or do you see any reference to Google Play/iTunes instead? 

Finally, have you already tried to log a ticket with our support team about this? If yes, please send me your ticket number, and we’ll take it from there.

Keep me updated.

[AmberAdriana]

Hi Nancy, thanks for responding. Honestly I don't have a ticket number. I was trying to use the chat to resolve my issue, but it was a bot and I couldn't get far. 

Both charges come from Dropbox. 

Thanks 

[Jay]

Hi @AmberAdriana, thanks for the update. As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

[AmberAdriana]

Here's my ticket # Ticket #23042550 @Nancy @Jay 

[Megan]

Hi @AmberAdriana, thanks for sharing your ticket number.

It seems the email was automatically closed by our system, but do not worry, I opened a new ticket on my end for you.

I'll see you there!