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Vmanda's avatar
Vmanda
Helpful | Level 5
7 months ago

I have removed the user, but still paid for the license, and no refund can be applied.

I will start off by saying I fully understand I made a mistake.  I didn't realize when I deleted a user that the license was not deleted as well.  Since I manage the users but do not handle the billing, I was unaware that we were paying for about 20 licenses that we were not using, this went on for about 4 to 6 months.  I did reduce the number of licenses to match the number of users and that will take effect on our next billing cycle (we are monthly).  I did reach out to billing support and honestly, it was such a cookie-cutter response, I might as well have been talking to a chatbot.  Per their policy, no refunds, and no one else I can speak to regarding the issue.  I get it, I am by no means entitled to any sort of refund, but we spent around 3 grand for licenses that we didn't use.  If I delete a user in Slack, my total billable number of users goes down, if I delete a user in Google, my total billable number of users goes down.  I was just surprised that Dropbox didn't work like that. 

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  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    7 months ago

    Hi Vmanda, thanks for posting here today! 

     

    You mentioned that you've already contacted our Support team about this. That was the right way to go on about it, since they have more tools and visibility than we do over here. 

     

    Would you mind sending over your ticket number reference, in order for me to locate it on our system, and take a look, please? 

     

    Thanks a bunch! 

    • Vmanda's avatar
      Vmanda
      Helpful | Level 5
      7 months ago

      Hi Megan,

      My ticket number is 23639970

      Thank you for looking into this.
      Mandy
      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff
        7 months ago

        Hi Mandy, no problem at all!

         

        I checked the progress, and didn't see a reply back from your end. 

         

        Would you mind replying back to the email chain, in order for the agent to escalate your case? I won't promise you anything, but we'll try to do the best that we can here. 

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