I have removed the user, but still paid for the license, and no refund can be applied.

[Vmanda]

I will start off by saying I fully understand I made a mistake.  I didn't realize when I deleted a user that the license was not deleted as well.  Since I manage the users but do not handle the billing, I was unaware that we were paying for about 20 licenses that we were not using, this went on for about 4 to 6 months.  I did reduce the number of licenses to match the number of users and that will take effect on our next billing cycle (we are monthly).  I did reach out to billing support and honestly, it was such a cookie-cutter response, I might as well have been talking to a chatbot.  Per their policy, no refunds, and no one else I can speak to regarding the issue.  I get it, I am by no means entitled to any sort of refund, but we spent around 3 grand for licenses that we didn't use.  If I delete a user in Slack, my total billable number of users goes down, if I delete a user in Google, my total billable number of users goes down.  I was just surprised that Dropbox didn't work like that. 

[Megan]

Hi @Vmanda, thanks for posting here today! 

You mentioned that you've already contacted our Support team about this. That was the right way to go on about it, since they have more tools and visibility than we do over here. 

Would you mind sending over your ticket number reference, in order for me to locate it on our system, and take a look, please? 

Thanks a bunch! 

[Vmanda]

Hi Megan,

My ticket number is 23639970

Thank you for looking into this.

Mandy

[Megan]

Hi Mandy, no problem at all!

I checked the progress, and didn't see a reply back from your end. 

Would you mind replying back to the email chain, in order for the agent to escalate your case? I won't promise you anything, but we'll try to do the best that we can here. 

[Vmanda]

Thank you, I thought the ticket was closed, so I didn't bother responding.  I just did.

Mandy

[Megan]

Awesome @Vmanda!

I've also left some internal comments. If you need anything else, we'll be one post away! 

[Vmanda]

Thank you for your help Megan,

I did receive a response back and due to Dropbox's strict no refund policy, there is nothing further we can do.  I will be sure to flag this policy when we review our IT budget in the future.

Mandy

[JPoppa]

Same thing is happening to us now.  Dropped three licenses a month after renewal and they give no refunds so keeping $1000 for absolutely nothing.  This has to be the worst policy amongst any provider I've used.  Customer service has no escalation, nobody else you can speak to that would reason with common sense, just "No refunds".  Way to alienate a customer that has paid thousands of dollars a year for the past 10 years.  Looking for a new storage solution now!

[Megan]

Hey @JPoppa, sorry to hear about that! 

As far as I understand, it sounds like you've already contacted our Support team, right? If so, would you be so kind to send me the ticket number reference, please? 

Keep me posted! 

[JPoppa]

Ticket # 23848622  

I really can't believe the customer service policies Dropbox has.  Now looking into it, there are thousands upon thousands of complaints and unsatisfied customers.  Just look at Trustpilot or BBB Reviews.  Change your policies or sooner or later the business will wither and die as you alienate one long term customer after another.  "No Refunds"  good luck with that.