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Forum Discussion
Inconsistent answers from customer service agents
I had a PLUS plan. I then paid a prorated difference and upgraded to FAMILY, which was a mistake. Within 24 hours, I asked customer service to revert my plan back to PLUS and issue me a refund.
Agent 1 said:
They can refund me the difference of FAMILY and PLUS which I have just paid for. However, they would not give my PLUS plan back and rather will downgrade me to BASIC. And they will not refund me for the difference between PLUS and BASIC. Further, I will have to pay for PLUS for the second time if I want PLUS.
Agent 2 said:
They can refund me the different of FAMILY and PLUS which I have just paid for. And I will have PLUS afterwards.
Does Dropbox have a consistent policy? Which agent gave a wrong answer?
I now have two tickets open with different solutions presented to me. Am I suppose to deliver messages for these two agents so that they can have a discussion? Or should I open a third ticket for the issue of inconsistent answers?
Ticket numbers:
#23318209
#23318235
- Hannah
Dropbox Staff
Hey anon221, sorry to hear about your experience.
You can check out our refund policy here.
Just to clarify, refunds are only issued if required by law.
For example, only users living in the EU, UK, or Turkey are eligible for a refund if they cancel their Dropbox Plus, Family, Professional, or Essentials subscription within 14 days of purchase.
However, we try our best to look at cases individually.
If you have further questions, please reach out on your support ticket #23318209 and we'll be happy to address them.
Thanks.
- Helen DBX
Has Agent 2 under the other ticket (ID #23318235) offered a wrong solution?
If the answer is yes, I request an official explanation on why I paid for PLUS but get BASIC.
If the answer is no, why am I talking to Agent 1 who gave a wrong solution?
- Jay
As this is related to account specific matters, I wouldn't be able to answer that query for you, only the support agent in question would be able to assist.
