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Forum Discussion
Double Charge: Different Story from Dropbox Rep and Credit Card Company
According to my bank statement, the annual service fee was double-charged last year. When I checked with Dropbox rep. through the live chat, the rep said there was no double charge and Dropbox receiv...
Nancy
Dropbox Staff
Dropbox StaffSorry to hear about this mix-up, Jhon4.
As a first step, I'd like you to send me the ticket number of the convo with our support team, so that I can go through it and see what we can try next.
Let me know when you have it.
Here is the ticket number: #22320760. Thanks for looking into this matter.
- Hannah
Hey Jhon4, sorry to jump in!
Can your bank confirm the billing info for both of those charges? For example, can they provide you with the transaction IDs for both of them?
Also, if you go to your payments page, do you see a double charge on your end?
Or could it be possible that you paid for a second account?
Hi @Hannah, thanks for jumping in. Kindly see my in-line responses to your questions which I have been copied hereto for convenience.
Your question: Can your bank confirm the billing info for both of those charges? For example, can they provide you with the transaction IDs for both of them?
- My answer: I can ask for the transaction IDs. In the meantime, I can see the history of two payments from my credit card app, which include the Dropbox transaction numbers, DROPBOX****removed and DROPBOX****removed.
Your question: Also, if you go to your payments page, do you see a double charge on your end? Or could it be possible that you paid for a second account?
- My answer: If you are asking about the payments page of Dropbox, for now, I can only see one charge in 2022 with the invoice number of removed.
Can I also have an email address of a Dropbox person in charge so that I can continue this discussion having both, Dropbox and my card company, invited into the same email chain? It's very frustrating as a customer to try to check each company respectively when both companies are asking for confirmation to the other.
Thank you.
- Megan
Hi Jhon4, sorry to jump in here!
You can actually use our self-serve look-up tool, in order to locate the account behind these charges. Have you tried that?
As for your email, I can see that is has been closed due to inactivity, so would you mind going ahead, and opening a new one, if you wish to continue there?
Hi, I have tried every possible means and what I need from Dropbox is an official confirmation that it received a payment only once in 2022, if it is true as being explained so far. During the live chat, I was able to see the status of *** invoice. There was an invoice issued but no tap for a receipt. The live chat rep's explanation was that it is because the invoice was not paid for in time. I don't think I can find out any further through the self-serve look up tool.
I now have the letters of transaction confirmation from my credit card company which confirm both transactions. Please do let me know the email address to which I can send them.
