I deleted my Dropbox account, but I'm still being charged

[dcas301349]

I have read the similar items to mine and do not know how to receive assistance.  My wife had a small business and used the Dropbox services for several years.  She retired earlier this year and we submitted a request to Dropbox to delete the account.  I received a confirmation on May 28, 2024 at 11:59 AM stating the following:  "This email is a confirmation that you've deleted your Dropbox account."  I am still being charged $54.00 per month.  I am unable to log into the original account because the account was deleted, as I had requested.  I attempted to write an email to SALES to see if they would assist me, but all I received back was the procedure to log into the account and work from there.  Again, it is hard to log into an account if the account has been deleted.  The most recent billing statement from Dropbox is listed as:  [Removed as per Community Guidelines].  As a last ditch effort, I even tried to send a response to "Feedback@dropbox.com" which was listed in my cancellation confirmation letter but the response came back telling me this is not a monitored address.  How do I get someone at Dropbox to address this issue?

Thanks,

Dale

[Rich]

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@dcas301349 wrote:

I am still being charged $54.00 per month.  I am unable to log into the original account because the account was deleted, as I had requested.

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First I would use the credit card charge lookup tool to identify the account you're being charged for, just to make sure it's the same one that you deleted. If it's a different account, sign in to it and cancel the subscription.

If it's the same account that you deleted, or you're unable to sign in to the account or you don't recognize it, you'll 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.

• https://www.dropbox.com/support/billing-issues

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I attempted to write an email to SALES to see if they would assist me, but all I received back was the procedure to log into the account and work from there.

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The Sales team can't help with Support or account related issues. They are purely a Sales team.

[dcas301349]

Rich, thank you for your response, but I am still having the same issue.  When I attempt to do the credit card lookup I have my bank statement and my credit card directly in front of me.  I enter the 12 digit transaction ID from my bank statement C8XLSBN1MMZZ.  I then enter the last four digits from my credit card and the expiration date on the card 09/28.  The next thing that pops up is "Please enter the expiration date and last four digits of the credit card."  

I have no idea where to go from here.  I have attempted this multiple times with the same result.  I am wondering, could the Transaction ID on my  bank statement be incorrect?  My credit card has to be correct because I have been charged every month since requesting the deletion of the Dropbox account.  If the wrong account were deleted, then why can I not follow the credit card look up procedure and find the correct account, I am using the information that is being provided to me by Dropbox? 

I hope you or one of the other Community members can shed some light on this dilemma.  

[Walter]

Hey @dcas301349 - sorry to hear you're having issues with this.

Would it be OK with you if we reached out via email to have a further look internally? 

[dcas301349]

Absolutely.  I would be happy to work with you to get this issue resolved.

Thanks,

Dale

[Megan · Accepted solution]

Hi @dcas301349, I just sent you an email! 

I'll be happy to see you there! 😀

[jbrion1961]

I have a charge on my debit card and have no idea why but I can't even access any help bbut the bot and that is no help.