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Re: Account charges

My billing info has been used to upgrade a Dropbox account without my approval

LHolmes20
Explorer | Level 3

My credit card was used to pay for a different account subscription (email address) I do not recognize. As I only have a basic account I am unable to access customer support.  I would like this to be reversed by your billing department as this is their mistake and not an issue of my credit card being stolen.  Could someone please contact me.  Thanks.

1 Accepted Solution

Accepted Solutions

Nancy
Dropbox Staff

Hey @LHolmes20! Hope it’s OK to chime in. 

 

For billing issues, we suggest contacting our support team indeed, since we don’t have account visibility on the forum. 

 

Can you please follow these steps to log a ticket directly with them? Feel free to send me your ticket number here afterwards. 

 

If you face any issues though, give me a nudge and I’ll log one for you instead.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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View solution in original post

5 Replies 5

Mark
Super User II

It cannot be a mistake. You need to contact your card company and tell them your card has been used. If you did not do the transaction somebody has the card data. They need the card, secure code and access to things like your postcode to do it. 

 

It isnt a mistake. 


 


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LHolmes20
Explorer | Level 3

Perhaps mistake was the wrong term for the billing, however this charge was a week ago. I have already contacted the credit card company. There are no other charges or billing issues for my bank account.  I have the transaction 12 digit as well as the email address to the Dropbox account.  Why cant someone open a ticket? This seems to be a common problem, after I read through 2 hours of navigating Dropbox customer service and chat. So yes, I am a bit frustrated.  I have also seen responses to this exact issue that got a ticket opened and a more sympathetic response.  

Nancy
Dropbox Staff

Hey @LHolmes20! Hope it’s OK to chime in. 

 

For billing issues, we suggest contacting our support team indeed, since we don’t have account visibility on the forum. 

 

Can you please follow these steps to log a ticket directly with them? Feel free to send me your ticket number here afterwards. 

 

If you face any issues though, give me a nudge and I’ll log one for you instead.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
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LHolmes20
Explorer | Level 3

Thanks Nancy for responding with the link and steps to get this ticket opened.

Ticket #23626953

Megan
Dropbox Staff

Hi @LHolmes20, thanks for the ticket number! 

 

I just located, and responded back to your email, I'll be happy to see you there.

 

Cheers!


Megan
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
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