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New member | Level 2

4 days ago

I'm getting a PayPal charge, even though I'm using a Basic, free account.

I, like many other consumers, expect to receive the services I pay for. Yet, for the past three years, Dropbox has charged me $119 annually via PayPal—$360 in total—while my account has remained on the free plan. I have never received the service I was billed for.

Attempts to resolve this issue have only revealed serious flaws in customer support and dispute resolution:

The phone number provided by PayPal no longer works (a message says go to account and get a call back - though this doesn't exist).
Chatbots offer no meaningful help.
Live chat representatives cannot assist because the payment was processed via PayPal?
There is no clear way to report a serious billing error or processing glitch.

Consumers deserve accessible, responsive, and effective customer support when companies wrongfully charge them. A major platform like Dropbox should have a functioning system to handle billing disputes—not force users into endless loops of automated dead ends.

It is reasonable to expect service for payments rendered, and immediate resolution and a full refund when there is an issue. If this issue has happened to me, it has likely happened to others.

Billing

Payments

Refunds

1 Reply

Rich
Super User II
4 days ago
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oxscuro wrote:
The phone number provided by PayPal no longer works (a message says go to account and get a call back - though this doesn't exist).

The only phone support offered by Dropbox is for Business accounts, and it's handled via a callback initiated through the admin console of the account. There is no number to call and only Business accounts have access to phone support.

oxscuro wrote:
Chatbots offer no meaningful help.

Agreed. They're usually garbage.

oxscuro wrote:
Live chat representatives cannot assist because the payment was processed via PayPal?

Although I haven't seen this (since I don't use PayPal) it doesn't surprise me. Only Support has access to your full account information.

oxscuro wrote:
There is no clear way to report a serious billing error or processing glitch.

You can easily contact Support by opening a ticket. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropbox.com/support/billing-issues

oxscuro wrote:
Yet, for the past three years, Dropbox has charged me $119 annually via PayPal—$360 in total—while my account has remained on the free plan.

This usually happens when you have more than one account. Have you verified that you're signing in to the correct account that's associated with your PayPal payment? Look through all of your email addresses for any notifications from Dropbox, specifically for any messages about an upcoming renewal. If you find one, make sure you're signing in to Dropbox using that same email address and you'll likely find your paid subscription.

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!

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Attempts to resolve this issue have only revealed serious flaws in customer support and dispute resolution:

The phone number provided by PayPal no longer works (a message says go to account and get a call back - though this doesn't exist).
Chatbots offer no meaningful help.
Live chat representatives cannot assist because the payment was processed via PayPal?
There is no clear way to report a serious billing error or processing glitch.

It is reasonable to expect service for payments rendered, and immediate resolution and a full refund when there is an issue. If this issue has happened to me, it has likely happened to others.

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Attempts to resolve this issue have only revealed serious flaws in customer support and dispute resolution:

The phone number provided by PayPal no longer works (a message says go to account and get a call back - though this doesn't exist).
Chatbots offer no meaningful help.
Live chat representatives cannot assist because the payment was processed via PayPal?
There is no clear way to report a serious billing error or processing glitch.

It is reasonable to expect service for payments rendered, and immediate resolution and a full refund when there is an issue. If this issue has happened to me, it has likely happened to others.

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oxscuro wrote:\n
The phone number provided by PayPal no longer works (a message says go to account and get a call back - though this doesn't exist).
\n

The only phone support offered by Dropbox is for Business accounts, and it's handled via a callback initiated through the admin console of the account. There is no number to call and only Business accounts have access to phone support.

oxscuro wrote:\n
Chatbots offer no meaningful help.
\n

Agreed. They're usually garbage.

oxscuro wrote:\n
Live chat representatives cannot assist because the payment was processed via PayPal?
\n

Although I haven't seen this (since I don't use PayPal) it doesn't surprise me. Only Support has access to your full account information.

oxscuro wrote:\n
There is no clear way to report a serious billing error or processing glitch.
\n

You can easily contact Support by opening a ticket. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropbox.com/support/billing-issues

oxscuro wrote:\n
Yet, for the past three years, Dropbox has charged me $119 annually via PayPal—$360 in total—while my account has remained on the free plan.
\n

This usually happens when you have more than one account. Have you verified that you're signing in to the correct account that's associated with your PayPal payment? Look through all of your email addresses for any notifications from Dropbox, specifically for any messages about an upcoming renewal. If you find one, make sure you're signing in to Dropbox using that same email address and you'll likely find your paid subscription.

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oxscuro wrote:\n
The phone number provided by PayPal no longer works (a message says go to account and get a call back - though this doesn't exist).
\n

oxscuro wrote:\n
Chatbots offer no meaningful help.
\n

Agreed. They're usually garbage.

oxscuro wrote:\n
Live chat representatives cannot assist because the payment was processed via PayPal?
\n

Although I haven't seen this (since I don't use PayPal) it doesn't surprise me. Only Support has access to your full account information.

oxscuro wrote:\n
There is no clear way to report a serious billing error or processing glitch.
\n

https://www.dropbox.com/support/billing-issues

oxscuro wrote:\n
Yet, for the past three years, Dropbox has charged me $119 annually via PayPal—$360 in total—while my account has remained on the free plan.
\n

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