Hello all,
We are contacting you regarding a horrible case, our suddenly deleted Dropbox family account full of photos and videos of our children from several years. The account was registered with another email address and used together by me Eini and my husband Sami. In April, we had suddenly received a request to enter the age of the account user. We do not follow the email registered with the family account very closely, and did not see this. In early May, we had received a new message telling us to correct the age within 48 hours or the access to the account will be denied. 33 days later, we noticed that we could not access the account, saw these two messages, and immediately contacted Dropbox support through all possible channels to prove our ages (we are both over 30). The response was that there is nothing to be done, the account with all its files from several years has been permanently deleted.
Since then, we have been in a continuous dialogue with Dropbox Customer Support Team members, politely asking what has happened and how we could collaborate in recovering the account and/or its invaluable files. It was only last week that we were informed that apparently someone has entered an incorrect (minor) age into our profile, thus triggering the automatic deletion of the account. We did NOT enter the account during these months, so it was not us. Discussing the case also with external IT experts led us to question whether there has possibly been uninvited involvement in the account. Namely, on the very same day we had received the second message, we had also received a notification of Dropbox account entry with a new browser, which we cannot identify.
We brought up these security concerns to Dropbox Customer Service, but continue to receive the cold response that there is no information left of our account or the contents of it, so it is not possible to find out what happened and nothing can be done. We find this outrageous given that we have paid for using the account for several years, also for the current year. We are devastated about the sudden loss of the materials we trusted were safe at Dropbox. The safety is what we have paid for.
Now we are opening this case to you, truly hoping that there was a way to recover at least some of the vanished materials. We are fully aware that this would require considerable effort from Dropbox experts, but we are prepared to compensate the effort. We are ready go to the moon and back for the lost memories. For example, we have received hints that Dropbox staff dealing with accounts in Finland/Nordic countries might be able to help, how could we reach these people? If anyone has any thoughts on what we could do, we would appreciate your help more than you can imagine.
Besides this horrible incident, we have been happy customers of Dropbox with connections to several private and business accounts. We are now working hard to recover our trust in Dropbox and save this customer relationship.
Thank you all in advance.
Eini and Sami Haaja
Finland
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