Getting a refund for double payments

[Harry S.12]

Long story short. Since about 2015 I have been making double payments to Dropbox. I was paying via credit card since 2011 and in 2015 I began making a duplicate payment via PayPal. I am guessing I wanted to stop using the credit card, but forgot to cancel that auto payment 😞 Dumb mistake by me for sure.

I overpaid by $536.76. I've spent two months trying to work with customer support. They demanded records from PayPal which took me a month to obtain. Once I got them all the information they demanded, including very detailed PayPal transaction logs, I was told that all but one overpayment were too old to refund.

I've opened 3 tickets with Dropbox. It's clear they are under pressure to close tickets as quickly as possible. All 3 tickets were closed prematurely. 

After a partial refund, I am due $416.88 in overpayments.

I've been with Dropbox for over 10 years. I have really liked the service until now. The last idea I have is to mail corporate directly. But I've had no luck finding an address or a name. 

Dropbox support is ineffective. I'm posting here to see if someone might have other ideas for resolving this.

Thanks!

[Walter]

Hi @Harry S.12, sorry for the late response.

Could you please share your ticket IDs in order to look them up in our system?

Thanks!

[Harry S.12]

Here were the tickets:

 

Ticket 1: https://www.dropbox.com/support/ticket/16497016 CLOSED

Ticket 2: https://www.dropbox.com/support/ticket/16963876 CLOSED

Ticket 3: https://www.dropbox.com/support/ticket/17983045 CLOSED

 

I've had further responses from Dropbox support on Twitter where they basically say sorry about that.

 

I've never in my life heard of a company that simply keeps accidental overpayments. At the very least, I was expecting my account to be credited. 

 

It's clear Dropbox doesn't care. After mailing a letter to Dropbox headquarters and getting no response, I just decided to file a complaint with the BBB. In doing so, I saw that Dropbox has a D- rating with them already, which means mine isn't the only complaint they are ignoring. 

 

I thought Dropbox was a standup company. I was wrong. It's time to switch services after more than ten years if I can find a better one.

 

Thanks

[Harry S.12]

So the Better Business Bureau contact Dropbox twice on my behalf and got no response. No surprise. Dropbox has a D- rating on BBB, so they clearly couldn't care less about customer service.

To take this further, I would need to contact the California Attorney General, and... no thanks. It's only a few hundred dollars. 

Folks, when you find a great company with ethics that stands behind its products, you really need to support them. And when you find a company like Dropbox that has no integrity, find another product. That's all I can do at this point.