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136 TopicsI used my dad's iDeal account and made the payment without consent.
Dropbox Plan (Plus) Payment Method iDeal How did you upgrade? Trough website without my dad's consent Question or Issue They refuse a refund while this account is free only use my daughter of 12 is a minor and used my payment method to buy and upgrade her account. I will go to the police station and make a report that they took payment from a minor and pursue legal action. I called Dropbox immediately after my daughter told me she did pay to upgrade her account and I was billed ⏠119,88 this was done without consent. This was the second response Karma Beck, Dec 12, 2025, 8:45âŻAM PST: Chat Transcript: [2025-12-12 16:00:09]bot:Hello, Karma Beck [2025-12-12 16:00:09]bot:Welcome to Dropbox support. How can we help you? Learn about how we use and protect your data in our Privacy Policy . [2025-12-12 16:01:28]Karma Beck:According to regulations, the webshop is always responsible for the correct processing of iDEAL transactions. This means that if there is an issue with a payment (or its processing), the webshop is the first point of contact for the consumer and must provide support.In such cases, the webshop should contact its payment service provider, the company with which it has a contract, to check the status of the payment. This allows them to complete the order or facilitate a refund.A webshop should never refer the consumer to their bank or to us.If you have not yet contacted the webshop, you may use the text below to remind them of their responsibility.Have you already contacted the webshop but been unable to resolve the issue, or have you been incorrectly referred elsewhere? If so, please complete the form via the link below to notify us of the situation, allowing us to assess the matter and, if possible, assist in mediation. [2025-12-12 16:01:28]bot:Please wait while we connect you with a chat agent. [2025-12-12 16:01:41]System Message:Brian joined [2025-12-12 16:02:05]Brian:Hello Karma, thank you for contacting Dropbox Support. My name is Brian and I will be more than happy to assist you with your issue right away. [2025-12-12 16:02:14]Karma Beck:So what you are saying each time isn't true you have to pay the refund of ⏠119,88 [2025-12-12 16:02:39]Karma Beck:Not contact my bank which I did twice [2025-12-12 16:03:43]Karma Beck:So I expect my refund within 7 working days [2025-12-12 16:03:52]Brian:From what I understand you want to be refunded for your recent Dropbox transaction, correct? [2025-12-12 16:04:49]Karma Beck:Yes and the mail which states that the refund would be made [2025-12-12 16:05:44]Brian:As I can see on your account it is an iDeal payment. [2025-12-12 16:05:55]Karma Beck:This account is a free account and after refund it would be put back to free [2025-12-12 16:05:58]Brian:For iDeal Direct Debit payments, we recommend that you contact your bank and request that they reverse the charge in question. Once the reversal is processed, you should see the refund on your account. [2025-12-12 16:06:11]Karma Beck:Do not start again [2025-12-12 16:06:36]Karma Beck:Read what I send you this comes straight from the ideal website [2025-12-12 16:07:38]Brian:Please allow me a few minutes. [2025-12-12 16:08:18]Karma Beck:This is copied from the ideal website [2025-12-12 16:08:20]Karma Beck:According to regulations, the webshop is always responsible for the correct processing of iDEAL transactions. This means that if there is an issue with a payment (or its processing), the webshop is the first point of contact for the consumer and must provide support.In such cases, the webshop should contact its payment service provider, the company with which it has a contract, to check the status of the payment. This allows them to complete the order or facilitate a refund.A webshop should never refer the consumer to their bank or to us.If you have not yet contacted the webshop, you may use the text below to remind them of their responsibility.Have you already contacted the webshop but been unable to resolve the issue, or have you been incorrectly referred elsewhere? If so, please complete the form via the link below to notify us of the situation, allowing us to assess the matter and, if possible, assist in mediation. [2025-12-12 16:09:01]Karma Beck:So no more excuses this explains how Dropbox needs to refund me [2025-12-12 16:09:54]Karma Beck:Especially this part [2025-12-12 16:09:57]Karma Beck:In such cases, the webshop should contact its payment service provider, the company with which it has a contract, to check the status of the payment. This allows them to complete the order or facilitate a refund. [2025-12-12 16:11:52]Brian:I have read the text you have provided me [2025-12-12 16:12:33]Brian:But since the transaction was made using the iDeal payment I cannot process a refund. [2025-12-12 16:12:57]Brian:In order to have that resolved we recommend that you contact your bank and request that they reverse the charge in question. Once the reversal is processed, you should see the refund on your account. [2025-12-12 16:12:57]Karma Beck:In such cases, the webshop should contact its payment service provider, the company with which it has a contract, to check the status of the payment. This allows them to complete the order or facilitate a refund. [2025-12-12 16:13:16]Karma Beck:It say's clearly what Dropbox has to do [2025-12-12 16:13:49]Karma Beck:Do not start again that I have to contact my bank you are responsible [2025-12-12 16:15:15]Karma Beck:The payment was made without my consent by my 12 year old daughter [2025-12-12 16:15:40]Brian:I wish I could do more for you but you need to contact your bank for this issue. [2025-12-12 16:15:49]Karma Beck:So I also can pursue this legally that you accepted a payment of a minor [2025-12-12 16:16:22]Karma Beck:Clearly you can't read what the text from the ideal website says [2025-12-12 16:16:33]Karma Beck:So once more [2025-12-12 16:16:53]Brian:Can you provide me a screenshot of the message from the website? [2025-12-12 16:18:10]Karma Beck:Screenshot_2025-12-12-17-17-31-76_40deb401b9ffe8e1df2f1cc5ba480b12.jpg [2025-12-12 16:18:18]Karma Beck:Screenshot_2025-12-12-17-17-37-57_40deb401b9ffe8e1df2f1cc5ba480b12.jpg [2025-12-12 16:18:24]Karma Beck:Screenshot_2025-12-12-17-17-50-37_40deb401b9ffe8e1df2f1cc5ba480b12.jpg [2025-12-12 16:19:20]Karma Beck:So I don't need to call my bank Dropbox needs to contact their account team and refund the payment [2025-12-12 16:19:49]Karma Beck:www . ideal . nl/ contact [2025-12-12 16:21:01]Brian:Iâve reviewed our refund policies, and unfortunately they donât allow me to provide you a refund, as requested. As mentioned your bank or online payment vendor may be able to help. [2025-12-12 16:23:29]Karma Beck:No I will go to the police station and make a statement that you took payment of a minor and call my lawyer which you will have to pay since I am in the right and you don't want or do understand what Ideal clearly stated on their website. Dropbox is responsible for the refund [2025-12-12 16:23:57]Karma Beck:Take that to your supervisor [2025-12-12 16:24:56]Karma Beck:You clearly are AI or bot a human could read and understand the text provided by Ideal [2025-12-12 16:25:15]Karma Beck:Dropbox is responsible for the refund [2025-12-12 16:25:21]Brian:I am human and I can read the texts you have provided me. [2025-12-12 16:26:15]Karma Beck:Then you can read that Dropbox need to contact their payment service [2025-12-12 16:27:04]Karma Beck:It states on their website you are responsible for the refund and how to refund [2025-12-12 16:28:04]Brian:The bank will resolve your issue, I cannot issue a refund. [2025-12-12 16:28:49]Karma Beck:If you say this again you clearly don't understand the text written by iDeal [2025-12-12 16:29:24]Karma Beck:According to regulations, the webshop is always responsible for the correct processing of iDEAL transactions. This means that if there is an issue with a payment (or its processing), the webshop is the first point of contact for the consumer and must provide support. [2025-12-12 16:29:40]Brian:I completely understand the text from iDeal, however we have our policies that we follow. [2025-12-12 16:31:19]Karma Beck:I would contact your supervisor and your payment service because the rules apply also to you and internationally [2025-12-12 16:32:01]Karma Beck:Has nothing to do with your policies Dropbox is responsible for the refund [2025-12-12 16:34:09]Brian:I wish I could have this resolved [2025-12-12 16:34:29]Brian:But as I mentioned above there is nothing I can do on my end. [2025-12-12 16:34:53]Brian:You have to contact your bank for the refund request. [2025-12-12 16:35:48]Brian:Is there anything else I can help you with today? [2025-12-12 16:38:37]Karma Beck:Contact you're payment provider [2025-12-12 16:39:42]Brian:iDeal payments are a form of direct debit payment. [2025-12-12 16:40:14]Brian:For direct debit you should contact your bank [2025-12-12 16:40:25]Brian:For more information visi t this link help dropbox . com / contact / refund [2025-12-12 16:40:40]Karma Beck:It clearly states that it's not my job [2025-12-12 16:41:16]Karma Beck:The same is stated on the website of Ideal [2025-12-12 16:42:03]Brian:I already provided you with the steps on how to claim your refund. [2025-12-12 16:42:08]Brian:Is there anything else I can help you with today? [2025-12-12 16:44:19]Karma Beck:And I provided you with the steps Dropbox needs to make by statement from iDeal [2025-12-12 16:44:54]Brian:This conversation is now unproductive. [2025-12-12 16:45:21]Brian:I will send you a follow up email to provide you all the necessary steps you need to take in order to take your money back. [2025-12-12 16:45:27]Brian:I will send you an email, with the ticket number of our communication, which you can respond to and get in touch with me directly, should you need further assistance. [2025-12-12 16:45:30]Brian:Thanks for chatting with us today. We would love to hear how satisfied you are with the assistance received today via the following one-click rating, after I close the chat. Have a lovely day! [2025-12-12 16:45:32]System Message:This engagement has been ended by Brian Calling the bank like they state is absurd they have to make the refund directly from their account. My account will be renewed yearly automatically in January I asked them instead of refunding me directly to use the payment for my account and cancel and make my daughter's account a free account again. You would think problem solved51Views0likes3CommentsBeing charged for an unknown account. How can I rectify this?
Hi all, I work for an organisation and our bank card is being charged for a dropbox account. None of our current staff pay for an account. We think it might be an ex staff member who paid for the account and didn't cancel their subscription before leaving. How do we find out how to access the account that we are paying for. It would be good to get some money back, or at least cancel it so that we aren't charged again. Thank you.Solved21KViews1like120CommentsI am being charged for a Dropbox account that I do not have. Can I dispute the charges?
Is there anyway to get in touch with an actual human at Dropbox? I am being charged monthly for Dropbox account that I do not have, and I cannot for the life of me get an actual person to help with this on the Dropbox side. Is the only option to go to my bank and dispute the charges? Thanks! Bethany4KViews1like20CommentsWarning - Long-Term Dropbox Unlimited Customers: Retained Legacy Storage Can Be Removed
Iâm posting this as a warning to other long-term Dropbox business users, particularly anyone who originally had Unlimited storage and was later migrated to a paid tier with retained legacy storage. This is not a rant. Itâs a factual account of what happened to me, so others can assess their own risk. Background I was a long-standing Dropbox Business customer on an Unlimited plan. When Dropbox discontinued Unlimited, I was explicitly told that: My existing storage usage would be retained My account would continue functioning as before My monthly cost would increase to reflect the new structure My price went from roughly ÂŁ70/month to ÂŁ154+/month, which I accepted in order to keep my storage and business workflows intact. Over time, I built my business around this arrangement and stored ~56TB of client data, some of which I am legally required to retain. What went wrong Recently, my bank temporarily declined a payment after flagging Dropbox as a potential fraud risk. This caused a brief, unintentional billing interruption. Important points: I did not cancel my plan I did not request a downgrade I updated my payment method as soon as I became aware However, during that short interruption: My account was downgraded When I re-upgraded, I was placed onto the current Dropbox Advanced plan My previously retained legacy storage was permanently removed My account now shows a 30TB limit, despite already having ~56TB stored. Dropboxâs position (in their own words) Support confirmed the following: I was notified that my account would be downgraded I was not notified that retained legacy storage would be permanently lost Once downgraded, legacy storage âno longer existsâ and cannot be restored There is âno room for escalationâ because the features are no longer offered The only option is to pay substantially more for additional licences or storage add-ons In short: A temporary billing issue permanently removed storage that I had already been paying a higher monthly fee to retain. Why this matters to other users If you: Ever had Unlimited Dropbox Were told you could retain your existing storage Are now paying more under a newer plan Store large volumes of business or client data Then your storage is not safe in the way you may assume. Based on my experience: A billing interruption (even involuntary) Can trigger a downgrade Which can permanently remove retained storage With no restoration, review, or escalation available Even if you immediately fix the payment issue. Key takeaway This isnât about asking for free storage or legacy features. Itâs about undisclosed consequences: Being warned about a downgrade is not the same as being warned that previously retained storage will be permanently forfeited Especially when customers have already accepted significant price increases to keep that storage If you rely on Dropbox for large-scale storage, I strongly recommend: Keeping multiple backup copies Reviewing your exact contractual position Understanding that âretainedâ storage may not survive plan interruptions Why Iâm posting this Iâm sharing this so other users: Arenât blindsided the way I was Can make informed decisions Can assess whether Dropbox is still safe as long-term business infrastructure If youâre in a similar position, Iâd genuinely like to hear your experience.138Views1like5CommentsI contacted support for a refund but was refused - how can I get one?
Has anyone been able to successfully request a refund for an annual subscription billed without noticed? All I want is to switch to monthly billing. Customer service refused. I also contacted my credit company and they said they can't do anything because I didn't cancel the service. I certainly will now and am switching to another method for managing files.37Views0likes3CommentsI'm trying to cancel a Plus plan, but all I see is a Dropbox Basic account.
I am helping my mom with cancelling a number of recurring subscriptions and the most difficult one has been this drop box account. I keep cycling through how to cancel a dropbox account trial/account but nothing is working. There is no billing history in the account and the subscriptions page says she is on dropbox basic online. she is charged via card and gets an annual email with the last email saying: "our subscription will renew on August 24, 2025, and youâll be charged $130.01 on that date and again each year, until you cancel. If youâd like to cancel your subscription, access your account settings You may also contact support at any time." but when I click the apps it send me on a goose chase. HOW CAN I CANCEL? Dropbox Plan Dropbox Plus account Payment Method Card How did you upgrade? I believe she did directly through the Dropbox website Question or Issue I want to cancel immediately. See screenshots below:65Views0likes2CommentsHow can I downgrade your plan to the Dropbox Plus account with 1TB of space?
Dropbox Plan: Plus Payment Method: Card How did you upgrade? Dropbox Website Question or Issue Dropbox Plus 2TB Acct: How do I downgrade to the standard Plus 1TB account? I added 1TB 3 yrs ago, but I never need more than 150Gb. Easy to upgrade, or cancel, but I have found no Downgrade option.49Views0likes1CommentErroneous charge despite paused subscription
Dropbox Plan Basic (downgraded from Teams) Payment Method PayPal How did you upgrade? Didn't. Question or Issue I paused my Teams subscription in October (don't want to pay $600 for 3 licenses when I only need one - way to rip off solo medical providers, Dropbox). Today, I had a charge through my PayPal account for $199. Why was this charged when I paused my subscription and currently only have Basic through my personal account? I cannot enter info through the billing info request form since it requires credit card info (see: Paypal), and of course it's impossible to talk to a real person since I downgraded.55Views0likes1CommentCritical Billing Error: Double Charge, Account Downgrade, No Resolution.
Critical Billing Error: Double Charge, Account Downgrade, No Resolution (Ticket #20251003000574) Question or Issue Hello, I am seeking assistance from the community and Dropbox staff regarding a severe and persistent billing error on my account [email removed as per Community Guidelines]. I am a loyal customer since 2012. My issue is a catastrophic system failure that has resulted in removed by moderator for Dropbox and a complete failure of your support team (Ticket: #20251003000574). Summary of the Facts (Proven by Attached Screenshots): Single Account, Double Payment: Since July 2024, my single account has been charged via TWO separate, recurring monthly payment streams for the SAME single service: Stream 1 (Original, Google Play): 324.99 UAH. Stream 2 (Unauthorized Duplicate, Direct): $14.39 USD (approx. 597-604 UAH). Service Failure: Despite paying these duplicate charges for the Plus plan, my account was downgraded to the Basic 2 GB FREE plan. This confirms that a critical failure is preventing me from accessing the service I paid for. Support Failure: Agent Rachel was unable to resolve the issue, failed to apply the Ukrainian payment deferral policy, and insisted I contact Google Play, ignoring the fact that Dropbox failed to provision the paid service. My Solution and Demands: I urgently require an authorized Billing Manager to investigate and process a full refund for the entire duplicate $14.39 USD stream (since July 2024) to preserve my beneficial Google Play subscription. I also require immediate confirmation of the application of the Ukrainian payment deferral policy. Please, can an official Dropbox staff member escalate this case to the Billing Management team? Any assistance is highly appreciated.143Views0likes6Comments