Severe Billing Question

[ae1m]

Am being billed double for my Dropbox yearly fee.  It is charged to my PayPal account.  I cannot speak to a rep, only business customers apparently.  Dropbox cannot find records of billing me twice but it is clear on my PayPal CC account.  Paypal says they cannot do anything because they are getting legit charges from Dropbox.  I have send screenshots of the cc statement to the CHAT session with the transaction IDs, but Dropbox still no help.   Can anyone at Dropbox please help me speak to a human?  Totally frustrated with Dropbox and I rely on it heavily. [personal information removed per the Community's Guidelines]

[bronius]

Thanks for replying! My situation is not 100% like OP but closer to another responder on this thread:

* For 10+ years my PayPal has seen a $~100 transaction for DropBox

* But when I log in to DropBox > Account > Billing > Transactions/Invoices, I don't see any billing activity

* And I am shown as being on a Basic (ie, free tier) account as far as I can tell

I did go ahead and cancel the recurring subscription in PayPal, but I would like to know exactly what DropBox account I've been funding all these years, whether the money has just vanished or was scam, or if maybe I did once upon time have to go Pro but subsquently dropped below threshold or ...? My latest PayPal transaction Id is [removed]

Thanks!

-Bronius

[Hannah]

Hey @bronius, thank you for the update and the additional info.

Can we send you an email, so we can investigate this further?

[bronius]

Yes of course! 🙂 I presume you can identify me easily on DB or just dm me here in the forums? Thanks for helping me to see this thru.

[Megan]

Hi @bronius, I just sent you an email.

Reply back to me, and we'll take it from there!

[ae1m]

I had a heck of a time with Dropbox on my billing issue.  The lack of phone support is unacceptable.  The 2-3 people I dealt with by email could not solve the problem although I provided all the screenshots of bills with reference numbers etc… Finally after asking for it to be escalated, a nice guy discovered an old account we had that they had upgraded without my knowledge from the free basic under my wife’s name.  It got out of control because of the automatic upload of IPhone photos.  I have been a Dropbox user for many years but now looking at the many alternatives.

[Doublebilled200]

Just wanted to join in the party. In the same boat as everyone else. Was reviewing my cc statement and discovered I had double charges for the past 2 years + . Like everyone else I reluctantly went through the chat 'customer support'. Send CC statements and basically ran into a brick wall. They closed my claim after telling me there were no double charges on their end despite having the credit card receipts. I was incensed. I opened the claim back up and it turned out on a second look I had 2 accounts  under different email addresses. Not sure how this happened. Possibly I changed the email address on my account and inadvertently added an account. Not that Dropbox is going to try and help me discover what happened. Same name, same credit card and yet no heads up from Dropbox when that transaction was occurring. They offered to cancel the second account and generously granted an "extraordinary" refund of 5 months ( approx $60) for a double billing fiasco that lasted over 2 years (at least $200). How is this fair? The lack of a customer support phone number is beyond annoying.