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Got charged even after the free trial was canceled by me.

Despite canceling my Dropbox free trial before its expiration, I received a billing notification yesterday, and the corresponding amount was deducted from my account. I have already received a confirmation email from Dropbox regarding the cancellation. How can I initiate the refund process for this charge?

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Jay

Hi @Ishaan Singh, thanks for bringing this to our attention.

Do you see a receipt for a successful purchase on this page?

Did you upgrade to a trial via the site directly, or using the Dropbox mobile app?

This will help me to assist further!

Ishaan Singh

No, I don't see a receipt for a successful purchase on the page. I used Dropbox Mobile app to update. On May 12th, I engaged in a chat session with Natasha from Dropbox customer support. We discussed my intention to cancel the Dropbox free trial, and I have the transcript of our conversation, which was emailed to me for reference. Furthermore, I received an email on the same day confirming that my Dropbox free trial had been successfully canceled as per my request. Despite these confirmations, I was surprised to discover that yesterday I received a billing notification for the same trial period, and the corresponding amount was deducted from my account. I have all the necessary documentation, including the transcript of my chat session with Natasha and the email confirming the cancellation, should you require them for reference.

Jay

Have you tried replying to the email you received for further assistance?

Do you have the ticket ID in the email in order to locate it on the system?

Ishaan Singh

Yes I have the ticket ID -

Ticket #222023900

And yes I have also sent an email to Dropbox Support Email ID, haven't received any reply yet

Jay

That doesn't seem to be a valid ticket ID as there are too many numbers.

Could you try submitting a new ticket 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.

Ishaan Singh

I did that and this is what I got. It is basically explaining me how to cancel dropbox subscription. Which I already had canceled on 12th of may.

Jay

Thanks, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

Ishaan Singh

Yes, you can reach me at [Removed as per Community Guidelines]

Jay

Thanks, I've sent you an email, please could you reply to it as soon as possible!

Ishaan Singh

I have replied to your email just now.

bungalowcreative

I canceled my account in March 2023 (now September) and just realized that I've been getting wrongfully charged monthly since then. I've checked all possible other email addresses/Dropbox accounts and there's no chance that it was an account I forgot about that I left on premium/is being charged. I'm unable to do a charge verification as the transaction number looks different in my bank account.

What's weird is that no billing activity is showing up in any of my accounts, yet charges are still going through. I have email proof from Dropbox that I did in fact cancel the one paid account I had in March.

I submitted a Billing Request form over a week ago with the list of erroneous transactions and nobody has gotten back to me on this. Even worse, I'm unable to chat with a real person unless I pay for an account again—not something I want to do given how sketchy the cancellation system apparently is. Replying to my initial support ticket email just gives me a "Replies to this email are routed to an unmonitored inbox and will not be answered by our support team" response.

What a mess. Dropbox, do better, and please get back to me ASAP on this so we can sort out a refund.

Nancy

Hi @bungalowcreative, I’m sorry to hear about the whole situation.

Is it OK if I log a ticket for you, and send it over to this email address?

We can investigate this further, this way.

bungalowcreative

Hi Nancy, yes please—although I do already have a ticket open for this, #22611500.

Nancy

No worries, @bungalowcreative. Since you mentioned above it was sent to an unmonitored inbox, I’ve logged a new ticket for you.

Please reply back to me, when possible, and we’ll take it from there.

BecJohns32

I recently cancelled my trial subscription within the 30 days. However, my bank account has been charged the fee after all. How can I get this resolved? I have gotten nowhere with the online chat bot. Any suggestions on how to resolve this issue and get a refund?

Rich

@BecJohns32 wrote:
I recently cancelled my trial subscription within the 30 days. However, my bank account has been charged the fee after all.

Did you wait until the final day? If so, like most subscription services, the last day is usually the day the charge goes through, so waiting until the last day usually results in the cancellation happening after the charge is already scheduled.

You'll need to contact Dropbox Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropbox.com/support/billing-issues

BecJohns32

I dropped on the 16th. Last day of trial was the 17th.

Hannah

Thanks for letting us know, @BecJohns32.

Make sure to reach out to our support team, the way Rich mentioned, to see what can be done about this.

Let us know if you have any trouble doing so.