Child Item

Charged twice for one account

In the interest of keeping things fresh I thought I would start a new thread here. I have an account linked to my gmail account that has 2TB storage and it's great as I can store all of my music/pics. (i also have a basic account linked to another email address that I do not use).

However, since around December (?) i've noticed that im being charged twice for the same upgraded account. Payments are taken on the 19th and 22nd of the month or thereabouts. to add confusion, they're being taken through different payment platforms. Could someone please assist?

Find more posts tagged with

Payments

Billing

Accepted answers

All comments

Hannah

Hey @Nickybubbles, thanks for bringing this to our attention.

How did you initially upgrade your account?

Was it directly from our website (billed through a credit card/PayPal) or from the Dropbox mobile app (billed through iTunes/Google Play)?

And which exact platforms are you getting charges on?

Let me know and we'll go from there.

llorezo39

I've been charged twice for dropbox once though apple, and then dropbox. apple for basic account, and dropbox for advance, but the advance was never activated and my account shows no invoices or charges, although amex shows charges for over a year. Cant find email or phone number to contact anyone. This is really sad. Does anyone know a phone number or email to contact someone?

Megan

Hi @llorezo39, welcome to our Community!

Keep in mind that Basic is our free account, without charges. I'm mentioning that because you said you were charged through Apple for a Basic account.

Now, as for the second charge have you tried using the credit card charge lookup tool to identify the account you're being charged for? Once you've identified the account, you can sign into it if you have access to the email address associated with the account.

Keep me posted of any updates!

VS4567

I signed up for a basic dropbox account in January 2023 and paid for the yearly subscription.

I then noticed that I was charged another £80 for the year in March 2023 again.

When I tried to speak to a member of customer service about a refund for the second charge, I could only get through to a robot which didn't solve the issue at all. They then transferred me over to an email conversation where I thought I could speak to a real person, yet it was still a robot.

The bot then cancelled my original yearly subscription (already paid for) when I clearly said that I just wanted a refund of the second payment taken by Dropbox and DID NOT want to cancel my subscription. I heard nothing more and couldn't get through to anyone else. It's literally daylight robbery.

The whole thing just seems like a ploy to steal off people and hope they don't notice. Then when they do notice, there is no actual way to speak to anyone to resolve the issue, therefore you can't get your money back. Not only have I been charged twice for something that I didn't buy, I have had my original subscription cancelled that I paid for for the year and it has caused me numerous issues with not being able to use it at work etc.

When I looked up again how I can request a phone call from a human member of customer service at Dropbox, it said it was only possible via purchasing the premium level of dropbox. This is ridiculous as the customer has no actual way of resolving the issue.

Has anyone else has issues like this?

Really disappointed that such a giant mainstream company can deliver such poor and questionable customer services and actions.

If anyone has the number for a human at dropbox, I'd like to speak to someone to solve this as I am owed £80 and I want my original subscription to be renewed as it is already paid for for the year.

Thanks in advance.

Megan

Hey there, @VS4567, sorry to hear about that!

Can I send you an email, in order for us to have a closer look into this?

Keep me posted!

VS4567

Hi Megan,

Thanks for responding. Yes please, but can you provide me with an email or a phone number to get in contact somehow privately, so I don't have to post my email on this forum?

Thanks,

Vanessa

Walter

Hey @VS4567, sorry to jump in here, but I just wanted to mention that you can reach out to our support team for further assistance through this form.

Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant information.

Once you submit your ticket to our system and get a ticket number in your email's inbox, you can share your ticket ID with us here so that we can look it up as well if needed.

If you find any difficulties in this, let us know and we'll reach out via email to the email address that's connected to your profile here, on our Community.

leoamit86

Hi i was upgrading my account but i was charged twice over my mobile bill and subscription not given and bill already added in my mobile bill

i want to get it shorted out at earliest .

Megan

Hi @leoamit86, thanks for bringing this to our attention.

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

Keep me posted!

VS4567

Hi Walter,

Thank you for your response. Could I please request a member of the dropbox team to contact me via email to sort this query once and for all?

I am having trouble connecting via the form in the above link. It would be greatly appreciated if you could get back to me as I am owed a £80 refund for being charged twice and I have also been without access to my dropbox account for the majority of the last year, despite already having paid for it. Thanks, Vanessa

VS4567

Hi Megan,

Hope you are well.

Are you able to please get in touch with the email on my account to resolve this asap?

Many thanks in advance,

Vanessa

Jay

Hi @VS4567, as this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.

VS4567

Hi Jay,

As previously mentioned, I'd like a member of the Dropbox support team to get in contact with me directly by email to sort this issue urgently as it has caused a lot of inconvenience across the last year and I am out of pocket by £80.

Please get back to me on this,

Thank you,

Vanessa

Nancy

Hi from me as well, Vanessa. Can you access the email address showing on this page? If yes, I can log a ticket for you in our system, and we’ll take it from there.