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Forum Discussion
Support for rogue billing charges
Hello, I have charges on my credit card from dropbox, but do not have an active account with a paid plan. Since I do not have a paid plan I cannot get support in any way. I tried using the "Billing Help Request" page, but my submission thus far has been ignored for over 2 weeks. If my credit card is being charged how can I get to talk with someone (phone, etc) to sort out this issue? There is no phone number for support, and no way to submit a ticket without a paid plan.
This is most likely an old business email account that still is active, but I no longer have access to.
This is just like what happened to me!
I have just realised that I have been charged £8.99 each month on my credit card - it shows up as Apple.com/bill - we don't have any Apple devices or subscriptions - I spoke to Apple and they confirmed (eventually) that it is for a Dropbox subscription. I only have Basic Dropbox, as does my husband and my son, so cannot see any reason for this charge. I was (eventually) able to stop future charges (hopefully).
However £8.99 has been charged to my credit card every month since October 2019, and (while there is clearly a lesson in there for me to check my credit card bills more carefully) we clearly have not used this subscription, so now I want to find out how to get a refund.
I would really appreciate any help on how to speak to an actual person at Dropbox.
Thanks!
- Megan
Dropbox Staff
Hi ArchiJo, thanks for posting here today!
Based on the info you provided, you mentioned that the charge was coming from the App Store from an iOS mobile device.
Due to the way that App Store purchases are handled, we are unable to provide refunds directly for iOS in-app purchases. I would have to redirect you back to Apple in order to pursue a refund.
Thank you so much!
I already spoke to Apple and they said that because it is a 'subscription' it needs to be refunded by Dropbox, not them.
You at Dropbox will be able to see that none of the storage that was presumably available through this erroneous Dropbox Plus subscription has been used.
Also - why could I not log back in to this forum using the same name as before?
When I type in my username I keep getting the message 'That username is already taken.'
I know that shouting at the computer, 'Yes, it is taken, by me - let me in!' won't help - can you tell me what would?
Thanks.
ArchiJo/ArchiJo1
YES, ArchiJo,
How did you get this stopped? I too have-not noticed the billing for years.. .my bad for not being Detailed.
It is impossible to connect with a real person from this site! SO FRUSTRATING.Same here, frustration at an all time high. And cannot get anywhere online. And no I do not want to chat with your BOT!!!
- Hannah
Hey Laura52, sorry to hear about this.
If you'd like to reach out to our support team about a billing issue, please open a private browsing/incognito window and go to the following page:
https://www.dropbox.com/support/billing-issues
Do send us your ticket number, once you have it, so we can look it up on our end too.
I hope this helps.
I have a similar problem. I have a basic account, but I am being charged $12.92 each month to my credit card. When I follow the suggested path for belling problems and enter the 12 character information on the credit card statement, I learn the name on the account, but this does not help me cancel the account of stop the payments. What must I do next?????
I have a basic / free dropbox account. I received a bill today from dropbox for my company. I have no idea how this came about and need a refund. Please respond ASAP as your website gives no possibility to speak to a human being.
Thank you,
Tom
- Jay
Hi Tom Hallowes, could you clarify if this is a receipt for a Dropbox subscription, or if you received an email about an invoice?
This will help me to assist further!
- Jay
Hi blac0177, thanks for bringing this to our attention.
As you mentioned the charges are from Dropbox, have you tried using the card lookup tool to locate which account this belongs to?
Did you get a ticket ID from when you contacted the support team via the site?
This will help me to assist further!
The card lookup tool expects some 12 digit code which does not match the format of the code on my bank statement. As others have said in the forums, the bank statement show a 7 digit followed by another 10 digit, and does not match the format. I followed the form and submitted a request, but no, there is no mention of a ticket or anything after I submit.
- Jay
Did you submit a ticket using this form, which can be done by opening an incognito/private browsing window, while not signed into your account?
Choosing 'Other' and then putting in an email address that you can access, followed by your billing info should allow you to submit a ticket.
- Walter
Hi Martin42, sorry to hear you're having issues with this.
Since you've identified the email address that's associated with the charge in question, you can try logging into that account and cancelling your subscription from there.
If you don't have access to that email address though, you can contact our support team through this form.
Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant infromation along with an email address we can reach you at.
Once you get a ticket number for your support interaction, you can share it with us here so that we can look it up in our system.
Hello Can you help me I am charged by drop box and also do not have an active account with a paid plan! I cannot have seem to be able to contact anyone on the system to help sort this out.
My email address is [personal information removed per the Community's Guidelines]
- Rich
Super User II
Umar darz wrote:
Hello Can you help me I am charged by drop box and also do not have an active account with a paid plan! I cannot have seem to be able to contact anyone on the system to help sort this out.
You need to contact Dropbox Support directly. 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.
Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
I appreciate that . I have bee nin touch with Dbox. and have a ticket number know,
Also touched base with the bank, stopped cards etc., Been hacked I think!
I do not have a pay membership and I was charged in my credit card. The plan I have is a free one.
- Hannah
Hey elbamarie2004, thanks for chiming in.
Is this a credit card payment?
If so, can you look it up here, to see which account it's for and if you have access to that account?
Same is happening to me and Im getting so mad there is no one to talk to !!!!!!!!!!!!!!!!
- Rich
Miss Mac wrote:
Same is happening to me and Im getting so mad there is no one to talk to !!!!!!!!!!!!!!!!
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.
I am in the same position and it's so frustrating to not be able to get a hold of anyone. Can someone give me a direct link to where I can enter a support ticket? PLEASE!!!!
Is there anyway to speak to someone at Dropbox?!!! I have a billing issue, I'm being charged $16.95/month and I've only ever set up basic accounts. When I enter my transaction I.D from my credit card statement to try to find the account that is being charged it gets me nowhere, says that my credit card number and/or expiry date are not valid. I have not ever used any storage with any plan and I've been paying this for months! I can't "cancel" the plan because all my accounts are basic and shouldn't be charged in the first place.
Is there a way to submit a help ticket to support??? Other than a Chatbot?
