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Wrongful credit card charge - Customer service help requested!

I'm not sure how to get this issue reconciled so posting here with the hope that someone who monitors this from Dropbox will help me out.

I recently (May'23) received a $119.88 credit card charge for what I assume is an annual subscription to dropbox which I do not have / have not authorized. I believe I was on this plan ~1 year ago when I then downgraded to paying monthly. I cancelled my monthly plan in Feb 2023 and have confirmation from dropbox of this transaction.

WHY am I now receiving a bill and what is even more frustrating, is that all attempts to report this bill have been ineffective / met with silence from Dropbox. Please help.

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Accepted answers

Jay

Since you have a charge from Dropbox, it's most likely on another account, and you can determine which account it belongs to by using the card lookup tool.

All comments

Jay

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

Do you see any payments on this page?

According to your bank statement, were you charged by Dropbox, iTunes, or Google Play?

This will help me to assist further!

katesrap

It's very strange, I don't see the recent charge on this page. Just the last monthly fee from February when I cancelled. The credit card that was charged is not the credit card I have saved to my dropbox account.

The charge on my credit card is from dropbox - [Removed as per Community Guidelines]

Jay

Since you have a charge from Dropbox, it's most likely on another account, and you can determine which account it belongs to by using the card lookup tool.

katesrap

I have already tried that and all that comes back in red (after entering my cc information) is "please enter the last 4 digits and expiration date of the billed card."

Jay

Do you have any other email addresses you own which could be associated to a Dropbox account?

katesrap

I have an account associated with my work email however I’ve already checked that / there are no bills associated with that account. No other accounts to my knowledge.

How do we get to the bottom of this?

Jay

You contact the support team 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.

katesrap

I have done this - can someone please monitor and make sure I get a response? I submitted something several days ago and never heard back

Walter

Hey @katesrap, sorry to jump in, but could you share your ticket's ID with us so that we can look it up in our system?

katesrap

I don’t have a ticket ID - nothing was shared when I submitted the form other than someone would get back to me in 2-3 business days

Rich

@katesrap wrote:
I don’t have a ticket ID - nothing was shared when I submitted the form other than someone would get back to me in 2-3 business days

If the form was submitted successfully, you would have received an email with your ticket number. Make sure you check your spam folder.

katesrap

I’ve submitted this form twice now - the page on browser comes up and says it was submitted successfully but I do not receive an email with a ticket ID

Nancy

Sorry for jumping in too, @katesrap. It sounds like your ticket wasn't submitted properly from what you describe.

Is it OK if we log a ticket for you instead, and send it over to the email address that's linked to your Community profile here?

katesrap

Sure why not! Thanks

Nancy

You're all set, @katesrap! When you get the chance, please check your email address and reply back to my message.

katesrap

Done