Charged twice for an annual plan

[Te_Pires_]

Please, I need a quick solution because Dropbox has charged me twice to renew my annual subscription.
I need a refund urgently.

[Jay]

Hi @Te_Pires_, thanks for bringing this to our attention.
 
It shouldn't be possible to be charged twice for the same annual plan on the same account. Do you only have one Dropbox account?
 
As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

[Te_Pires_]

Hi @Jay 
I received a notification that the payment had not been authorized and to update the data.
I didn't understand why there was no authorization because everything was in order, but I did update the data - I re-entered the same payment data from the credit card.
When I checked, there were two charges.
And yes, I only have one account.
 
Yesterday I contacted support -
Ticket #15226650: DB: Changes in Billing, Payments and Subscriptions
 
I attach a photo of the two charges, including commissions and taxes.
 
[Removed as per Community Guidelines]
 

[Jay · Accepted solution]

Thanks for the details, I've gone ahead and prioritized your ticket to expedite matters on your behalf.

[Te_Pires_]

Hi @Jay 

My problem was a mistake on my part. It's all correct. 

There's another account associated to my credit card that I didn't rebember.

I'm sorry the inconvenience caused. 

[Chrisg53]

I bought an annual package last month and now I’m being charged $18/month for a monthly plan? How do I get my $18 refunded and just continue with my original annual plan.

[Hannah]

Hey @Chrisg53, could it be possible that you have another account that was accidentally upgraded?

Are the monthly charges credit/debit card ones, or through iTunes/Google Play?

[Chrisg53]

The monthly payment is thru Apple.

I paid the annual bill the month earlier in November.

I could cancel the Apple subscription but that might also cancel my yearly plan that I have just started. 

[Chrisg53]

My annual bill was paid by credit card, and the monthly payment was charged from my separate Apple account 

[Nancy]

Hi from me as well, @Chrisg53! 

Like @Hannah mentioned, it sounds like you have two Dropbox accounts indeed, and one of them is on a yearly plan, while the other is on a monthly subscription. As a result, if you cancel the Apple subscription, the other account shouldn’t be affected by this. 

Can you please follow these steps, in order to cancel your Dropbox in-app plan? Besides that, if you need a refund for that account, you’ll need to reach out to Apple directly this way.

Hope this helps.