I have an unauthorized charge and I need a refund. What can I do?

[Easten Pessin]

I have a $124.51 charge from dropbox. On my banking statement it says the transaction was "in person". I have a basic dropbox account. When I try to look up the charge on the credit or debit card purchase finder , using the card information for the billed account, I get the same message telling me I need to enter in the last 4 digits of the card + expiration date (I have entered in the correct information 100 times yet I get this same message every time).

I don't know why this charge is there and I would like to have it removed.  Any suggestions?

[gmarcille]

Hi,

Last year, I cancelled the only Dropbox business account I was using. On March 22, 2020, 171.44$ CAD was charged on my Visa credit card. The transaction description read ''DropBoxIncCADCardsPro 415-8576933 CA''. I went on the Dropbox website and used the Credit Card Charge Checker support tool by entering the only number appearing on my bank statement that could match the 12-digit alphanumeric code that was requested: 415-8576933 CA. The resulting message was ''Can't locate transaction ID, please submit a billing help request''. So I clicked on the ''billing help request'' link and ended up on the Dropbox support page, which can either answer all kinds of questions that don't relate to my specific problem, make me chat with a useless chatbot, or send me to this community forum where I cannot share the critical information that you will need to help me resolve this problem because it is public. How can I communicate with Dropbox privately to resolve this issue? Do you have a direct support email address? Phone number? If this business account still exists, I have no way to access it as the email associated to it does not exist anymore. 

I want to make sure that my former account is cancelled for good, and I want to be refunded for this 171.44$ that passed on my account on March 22.  Thank you.

[Walter]

Hi @gmarcille; welcome aboard and happy Friday!

I'm sorry to hear about this and I'll be glad to help as much as possible. 

As billing inquiries are best handled through our ticketing system, I'd suggest trying an incognito window where you're not logged into any account. 

From there, when on this page, click on the 'Need help with a billing issue?' button and submit a Help Request from the relevant option at the bottom of the page and input your payment's information along with an email address we can reach you. 

Let me know if there's anything else I can assist with in the meantime!

[gmarcille]

Hi,

First, thanks @Walter  for clarifying how to submit a help request through the ticketing system. I followed your instructions and submitted my help request providing the required information and an email address to reach me (different from the email address associated to the account since I don't have access to it anymore). Four days have passed since I submitted my help request but I have not yet received a response; Dropbox's standard response time being between 24 and 48 hours, I am checking in with you to see if my help request was received and is being treated. Thanks.

[Walter]

Thanks for keeping me in the loop @gmarcille.

Could you share with me your ticket's ID (this should be an 8 digit number)?

[gmarcille]

Hi Walter,

Case resolved and closed: I just saw that the charge was reimbursed to my credit card. Thanks!

[JamesDF]

I have a Dropbox Basic account (Free accourding to my plan) 2GB of data

The Plus plan which I don't have gives 2TB of data for $118

I was just charged $118

There is no option to cancel plan, only DELETE and subsequentlty no REFUND

[mc11111111111]

I have been recieving a charge on my credit card. Both accounts I login to show "upgrad account" - meaning they don't have a paid version.  I tried this page: https://www.dropbox.com/payments/find_receipt I don't have a number on my cc statement like they ask. 

Anyone at Dropbox out there to help?  

[Lusil]

Hi everyone, thanks for posting your queries on the Dropbox Community. 

If you don't recognize a Dropbox charge, you can use our credit card charge lookup tool to check out  the email address associated with it. 

If you want to have a more in-depth look into the charges, I'd recommend going to this link via an incognito window and submitting a Help Request. 

Let me know if you have any trouble along the way or any other questions. Thanks!

[Easten Pessin]

Lusil, when I try to use the lookup tool it won't take me pass the initial screen. I have all the info typed in but it keeps asking me to type in the last 4 of my credit card plus expiration date eventhough that information is typed in!!

$124 dollar charge is not something I can afford at this time! Why is it so difficult to get in contact with someone from Dropbox?? How can I have this charge removed???