I was billed twice when I only have one paid subscription

[Trevor Lee]

DropBox bill me by direct debit every August for my annual subscription. They did so August 2023 as usual. But then I noticed they took the same amount again from my business account in October 2023. Effectively they've charged me twice. On my Dropbox account my invoices just show the August one. I've tried various ways to contact DropBox to get my money back. Live Chat - emails to @support@ and billing@ - with the emails I've included all the relevant evidence. I've received no reply - not even an acknowledgement. 

Does anyone on this platform know how I can actually get hold of DropBox and get my money back?

Thanks very much

Trevor Lee

[Hannah]

Hey @Trevor Lee, sorry to hear about this.

Have you used our payment lookup tool, to find out which account the payment belongs to?

Perhaps it's an account from a previous employment or one that you forgot you had.

Let me know how it goes.

[Trevor Lee]

Hi  Hannah

Thanks for your reply

I've only ever had one account

I sent the screenshots of my bank account to billing@dropbox as per the website suggestion but no one replied - i need an email address to send the info to in order to explain what has happened. Thanks very much - Trevor 

[Hannah]

Thanks for the reply, Trevor.

I would definitely suggest that you look up the payment with the lookup tool, so that you know what it's for, but since you're already on a paid account, I would suggest reaching out to our support team through this page.

They should be able to assist you directly.

[Trevor Lee]

Thanks Hannah - I have followed the link an completed the form

Regards

Trevor