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Forum Discussion
How can I get a refund for a payment?
How I can refundable my payment I did many of request and your team that are not given accurate answers
It is unacceptable the inhibition of Dropbox with regard to subscriptions paid through Apple- iTunes.
Apple-iTunes is using ilegal commercial techniques. I have claimed refund of 119,99€ both to Dropbox and to Apple -iTunes without positive answer.
Thus, I have sent a complaint to EUROPEAN CONSUMER CENTER as required as a previous step to a judicial claim.
Follows the report of the facts as sent to Apple-iTunes with no answer at the moment.
1. I had and have a Dropbox account ([removed]) since ten years ago or more.
2. Some time, 4 or 5 years ago, I downloaded the app Dropbox in my iPhone 7 and I reach my dropbox cloud frequently.
3. Since that time, the dropbox account was Dropbox Plus with monthly payments of 11,99€
4. At the end of 2022, using the app Dropbox in the iPhone 7 the following message emerged:
If you need translation to Spanish of this message, please go to any traductor on-line.
5. The message offers a change to anual plan but Apple-iTunes look for TWO CHANGES. The second change was not announced but means that the account in dropbox must CHANGE from [removed] to [removed]. I did not realize at that moment and I accepted the offer “changing form monthly to annual payment”, but thinking that the offer was for [removed] that was the only dropbox account that I had at that moment, and the only that currently exists.
6. Starting 2023 I realize in my bank account two payments, one for the monthly [removed] subscription (11,99€) and one for the annual subscription (119,99€) to an account that DOES NOT EXIST but iTunes-Apple pretend to be applied to a new account in dropbox expected to be [removed], the email address that I use with purchases of apple products. Then, I claimed by phone and I got the refund of 119,99€ of the anual suscripción.
7. The early months of 2023 I paid the monthly invoices for [removed] for the Dropbox Plus plan and everything was ok working with my cloud.
8. The first of July 2023, Apple-iTunes send again the offer indicated in point 4 and once again I made a mistake trying to save money. But note that the offer appears when I use dropbox in the iPhone and the offer does not say that I have to open a new account in Dropbox. I ask myself, to the mind of Apple what Dropbox account is paying the monthly quote of 11,99€??. Obviously the account [removed] as stated in the receipt of the 11,99€ because DOES NOT EXIST DROPBOX ACCOUNT [removed]. When I realized that I was paying again the monthly subscription of [removed] and the anual suscripción of a dropbox account that DOES NOT EXIST, I claimed the refund but now the phone answer was NOT because it was refunded previously.
9 Why has apple-tunes the right to offer again “change to an anual plan” knowing that there’s not monthly payments to [removed] because does not exist and I have not the right to made a mistake again trying to save money?. In my opinon this is a malicious behavior of apple-tunes trying to induce such mistake.
10. I kept many phone calls with apple during July 2023; after that calls I was able to understand the problem as explained above. The wish of apple-tunes to change my account [removed] for a new account [removed] was clear in the last phone conversation with Apple, the agent said,
a) it is impossible to refund the 119,99€ paid by an anual suscripción to Dorpbox Plus of an account [removed] although such account DOES NOT EXIST in dropbox.
b) I must open a new account named [removed] in dropbox. The claimed 119,99€ will be applied to these new account.
c) Transfer the content in dropbox [removed] to the new open account [removed]
d) Cancel the account [removed] in Dropbox
11. Of course I will not open a new account in dropbox (the account [removed] that does not exist and, consequently, no monthly payments to change to annual exist). I will not cancel my historic account [removed] in dropbox. My only wish is to get a refund of the 119,99€ paid by an annual subscription to a Dropbox account that DOES NOT EXIST. The payment of 119,99€ was done to apply the the [removed] and no to a new and still unopened account that does not exist. The claimed refund corresponds to a payment that's only the result of deceit and the commercial strategic bad arts of Apple-iTunes.
12. I do not need more storage in the cloud that the I have through [removed] in the dropbox.
PLEASE DO NOT INVITE ME AGAIN TO CHANGE MONTHLY TO ANUAL PAYMENTS IN OTHER ACCOUNTS THAT [removed].
Sincerely
[personal information removed per the Community's Guidelines]
- Megan
Dropbox Staff
Hi gherbosa, let's jump right into this!
To make sure I'm on the same page as you are, since the message contained a lot of info, and was quite lengthy: was the annual charge coming from Dropbox directly, or Apple?
You can check your bank reference, to see what it says. It sounds like it's coming from Apple's end, since they refused to provide it the second time around, am I right?
Also, you mentioned that the annual charge was linked to an account that doesn't exist. Is it possible, that the account was newly-created using your iCloud credentials when you chose to upgrade? Have you tried signing into the account once Apple informed you where the charge is coming from?
Let me know more, and we'll take it from there!
Hi Megan
Please find the answers embedded in your message below
Hi @gherbosa, let's jump right into this!
To make sure I'm on the same page as you are, since the message contained a lot of info, and was quite lengthy: was the annual charge coming from Dropbox directly, or Apple?
THE CHARGE IS CURRENTLY COMING FROM APPLE ITUNES. I USE DROPBOX SINCE TEN YEARS AGO OR MORE. AT THE BEGINNING I PAID DIRECTLY TO DROPBOX. SOME TIME YEARS AGO I UPGRADED TO DROPBOX PLUS. I DO NOT REMEMBER WHEN PAYMENTS CHANGE FROM DROPBOX TO APPLE ITUNES.
You can check your bank reference, to see what it says. It sounds like it's coming from Apple's end, since they refused to provide it the second time around, am I right?
YOU ARE RIGHT
Also, you mentioned that the annual charge was linked to an account that doesn't exist. Is it possible, that the account was newly-created using your iCloud credentials when you chose to upgrade? WHEN I ACCEPTED THE OFFER TO PAY ANNUALLY INSTEAD OF MONTHLY I THOUGHT I WAS TALKING ABOUT MY UNIQUE ACCOUNT WITH DROPOBOX I.E. [removed]. IN FACT MONTHLY PAYMENTS WERE FOR THIS ACCOUNT AS STATED IN THE INVOICES. THIS IS WHY THE CHANGE MONTHLY TO ANNUAL PAYMENT WAS EXPECTED FOR [removed].
Have you tried signing into the account once Apple informed you where the charge is coming from?
YES. I HAVE TRIED TO SIGN [removed] and the system answer "we have not found this account, you have to create a new account".
APPLE DID NOT INFORMED ME BUT I DEDUCED FORM THE TELEPHONE TALKS WITH AN APPLE AGENT THAT I SHOULD CREATE IN DROPBOX THE ACCOUNT [removed] TO GET THE ACCES TO THE PLAN DROPBOX PLUS.
Let me know more, and we'll take it from there!
I AM DROPBOX PLUS USER in the account [removed] with anual payment of 119,99€ charged in my card last 17 of august 2023.
I AM CLAIMING REFUND of the 119,99€ charged in the SAME card last 1st of July 2023. According to information received through phone calls with apple agent this 119,99€ corresponds to the change of monthly to anual subscription to Dropbox Plus but to which Dropbox account corresponds the CHANGE FROM MONTHLY TO ANUAL PAYMENT ?
PLEASE NOTE THAT I HAVE ENOUGH MEMORY WITH THE 2 TB IN THE CLOUD [removed]
PLEASE HELP ME TO SOLVE THIS PROBLEM.
IN MY OPINION THE PROBLEM HAS BEEN PROVOKED BY APPLE-ITUNES OFFERING CHANGE THE PAYMENT FROM MONTHLY TO ANUAL BUT THIS CHANGE WAS NOT FOR THE ACCOUNT THAT WAS PAYING THE MONTHLY FARE.
[personal info removed per the Dropbox Community Guidelines]
- Hannah
Thanks gherbosa for the additional info.
Since the payment was made through Apple, Dropbox is not authorized to provide refunds for those payments, so I would suggest reaching out to them once again, regarding your request.
