I need a refund for my Business plan. What can I do?

[Mafiamansa]

I cancelled my subscription on 29 March this year. I even received confirmation of my cancellation.  "Your account will be downgraded on October 20, 2024 and you will no longer be charged." That is the verbatim email I received. Lo and behold, on Sunday 20 October 2024, I received the following email which I won't reproduce here in full: "Thanks for renewing your Dropbox Business account! This email serves as your receipt .... " I have used all available channels to obtain my refund but to no avail. All I got was an email from a person with the surname of Bhargavan whose only advice was that he could not help me. This is the same advice I got from the live chat / chat bot. Come on Dropbox, please help me out here. It's a lot of money and I need it. 

[Megan]

Hi @Mafiamansa, let's jump right into this!

From what I understand, it sounds like you already tried to contact our Support Team about this, right? 

Do you happen to have the ticket number reference, in order for me to locate it on my end? Also, what does your plan page report at the moment? 

Keep me posted, and we'll take it from there! 

[Mafiamansa]

Hi Megan, thank you for the swift response. Unfortunately, I do not have a ticket number reference as my matter was not registered with any one of your team. All that happened is that I was referred from one channel to another. 

[Mafiamansa]

My plan page says Dropbox Basic, so I really should not be charged anything. 

[Rich]

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@Mafiamansa wrote:

My plan page says Dropbox Basic, so I really should not be charged anything. 

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Use the credit card charge lookup tool to verify that the account you're being charged for is using the same email address as your Basic account.

[Mafiamansa]

Hi Rich, this is not much help. All it does is confirm that I have been charged for a service that I cancelled months ago. I need to get my money back. I need a refund. 

[Hannah]

Hey @Mafiamansa, what you'll need to do is contact our support team directly.

You can do so, by following these steps:

1. Open a private browsing/incognito window and go to this page.
2. In the "I want to look up information related to" section, choose "other" and type in an email address you can access.
3. Fill out the rest of the form.
4. Click "submit".

Let us know once you have your ticket number.

[Mafiamansa]

Hi Hannah, I click on the link but I do not see an email address. All I see are the same old options from other pages.

[Megan]

No worries @Mafiamansa!

I just sent you an email, and we'll take it from there. Cheers!