Account upgrade

[KathyStar1]

I have paid to upgrade my account.  My credit card was charged twice.  I have cancelled one with the card provider.  Dropbox nevertheless downgraded my plan and says I have not paid but I clearly have.  There was no email receipt.  The correct email address is associated with the Dropbox account.  Dropbox will not communicate with me except by a BOT as a I do not have a paid for account.  Very frustrating!  I think I may need to go to the ombudsman if they won't cancel the other payment for which I am receiving no service.  

[Walter]

Hey there @KathyStar1, sorry to hear about this.

As we'd require some sensitive information to look further into this for you, would it be OK If we reached out via the email address that's connected to your profile here, on our Community?

Thanks!

[KathyStar1]

Hi there

Yes, please send me an email.  I am assuming you have access to my email address.

Thanks

Kathy 

[Hannah]

Hey @KathyStar1, I just sent you an email, so make sure to get back to me, when you can.

[KathyStar1]

I have responded to your message but I keep getting a failure response.  Is there anyone at Dropbox interested in fixing this?  

[Walter]

Hey @KathyStar1, sorry to jump in here, but could you send us a screenshot of the error you're getting when trying to respond to Hannah's email? 

[KathyStar1]

[KathyStar1]

[Megan]

Hey @KathyStar1, do you try to respond to Hannah directly through your email chain when you get this error? 

[KathyStar1]

Yes I do.  Can you give me a direct email that I contact?  That is, not through this community app.  If I am a customer or to be a customer, this method of communication is really hopeless.

Thanks

Kathy