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I cancelled my plan but I'm still being charged

I cancelled my plan but I'm still being charged

KristiWest
Explorer | Level 3
I dropped down to the basic plan last January but keep getting charged $11.99 a month and have NO WAY of contacting them. Please help! The chatbot doesn't work!
16 Replies 16

Jay
Dropbox Staff

Hi @Wesley mendy, thanks for bringing this to our attention.

 

Do you have the ticket ID from when you contacted the support team, and when your last communication was?

 

This will help me to assist further.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Wesley mendy
Explorer | Level 3

Dear Jay,

I was asked the same question by yourselves last time. Without trying to sound rude, I don't have a ticket number from when I last contacted the support team since I've not been able to establish contact or speak to anybody. This has been the only route accessible to make any form of contact with someone of any kind at Dropbox, hence the frustration. All i want is a confirmation of refund following the repeated cancellations and formal confirmations of the cancellation by Dropbox. I have also tried emailing the support team but always only ever recieve a reply saying that the email inbox doesnt reply to emails sent from Dropbox's address. 

Do you have an email address to which i can forward the various confirmations of cancellation that i have recieved from Dropbox? 

 

NOTE: I just recieved the following ticket number in my inbox following my post yesterday if this helps Ticket #23391417

Megan
Dropbox Staff

Hey @Wesley mendy, I did some digging, and was able to see that your tickets have been caught in our spam filter.

 

No worries though, since I created a new ticket for you. Reply back to me via email, and we'll investigate further. 

 

Thanks!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Lgironda
New member | Level 2
I have canceled my plan and you still went ahead and charge me $129. Please take this off my account immediately.

Nancy
Dropbox Staff

I’m sorry to hear this, @Lgironda. Can you clarify if you were charged directly from Dropbox, or Google Play/iTunes? 

 

Also, after cancelling the first time, did you receive a confirmation of cancellation to your Dropbox email?

 

We’ll go from there.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Lgironda
New member | Level 2
I canceled directly with Dropbox. I have notified my credit card to remove the $129 charge from my card. Please confirm that this has been removed.

Nancy
Dropbox Staff

Please keep in mind that we don’t have account visibility on the forum, so I can’t really check that. 

 

However, if you follow these steps, you can log a ticket with our support team directly, and they can confirm this on their end.

 

Feel free to send me your ticket number here as well, and I can leave them an internal note for you.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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    Nancy Dropbox Staff
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    Lgironda New member | Level 2
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    Megan Dropbox Staff
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