I got charged for a plan I didn't order and I need a refund.

[pepepepe]

We have had a working account with Dropbox for years. In January we were charged 119€ for a Dropbox account that did not correspond to our corporate account.

We asked Dropbox for an explanation and they told us that the invoice corresponded to a user who had deleted his account. Frankly, we don't care, it is not our account and we claim our money back.

Dropbox tells us to complain to the bank. The bank and our lawyer say it is a Dropbox problem, a non-contracted service that is not in our name and we have been charged for it.

We have discussed this with DB customer service who insist that three months have passed and that we cannot get our money back.

Gentlemen of Dropbox:
- It's not our account.
- It does not correspond to the service we have been paying you for years.
- It is your mistake
- You have deleted the user to whom the invoice corresponds.
- We are paying for a service that we have not contracted, nor have we enjoyed, carried out by an anonymous user who has deleted his account.

Can we have our money back, please?

[Megan]

Hey @pepepepe, I hope you're doing well! 

You mentioned that you've already tried contacting our Support team. Would you be able to send me your ticket number reference, in order to locate it on our system, please? 

Thank you!

[pepepepe]

Of course  #23628286

I hope you can realise that we don't own the BD account related to the service BUT it has been charged to our bank account.

It's only  119€ , but it's our money and we want it back.

The bank says they cannot refund it as you have already taken the money.

Best

[pepepepe]

hello!

Any news about the refund?

Best

[Walter]

Thanks for the nudge on this @pepepepe 

I'm afraid we won't be able to help much here on the Community since all payment related questions need to be handled by our support team.

You can refer to your ticket for further assistance if needed at this point.

[pepepepe]

who do we have to speak with?

the support team says that the account that made the charge with our bank details has been deleted and you cannot give us our money back. 

this is incredible, it's not our dropbox account and you have received our money (you know is our bank account as it's linked to OUR account), but you'll not return it as you don't know who is handling the deleted account.

you have the money

you say you are not providing the service to anybody

we don't have this service as the account is not ours

we made the payment

don't you see it?

[Mark]

If somebody has set up an account and used bank info that you didnt authorise its your bank you need to speak to as its fraud. Somebody has taken your bank account info and used it without permission - if they did it once they'll do it again. 

[pepepepe]

I repeat: it was YOU who made the charge in OUR bank as you have our bank details (we are your client).

The bank received YOUR invoice and paid it as your are authorised to make us charges

Please review the case carefully, it was your mistake,

YOU have the money, nobody else... nobody has created an account, buy a plan for you an deleted the account, nobody will benefit for that ... just you as yo currently have teh money.

Can you please give u our money back?

How can we report the case? It's been several months

[Nancy]

Hope it’s OK to jump in. As mentioned by Walter above, and for security and privacy reasons, issues of this nature can only be handled through our secure support platform. 

With that in mind, if you have further questions or concerns regarding the ticket you've referenced, please make sure to follow up on it.

[pepepepe]

Hi Nancy

I understand what you say, but as said in our first message:

"We asked Dropbox for an explanation and they told us that the invoice corresponded to a user who had deleted his account. Frankly, we don't care, it is not our account and we claim our money back.

Dropbox tells us to complain to the bank. The bank and our lawyer say it is a Dropbox problem, a non-contracted service that is not in our name and we have been charged for it."

Who, exactly, do we need to speak with in order to have the refund for money you charged us for an account that is not ours?