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I have removed the user, but still paid for the license, and no refund can be applied.

I will start off by saying I fully understand I made a mistake. I didn't realize when I deleted a user that the license was not deleted as well. Since I manage the users but do not handle the billing, I was unaware that we were paying for about 20 licenses that we were not using, this went on for about 4 to 6 months. I did reduce the number of licenses to match the number of users and that will take effect on our next billing cycle (we are monthly). I did reach out to billing support and honestly, it was such a cookie-cutter response, I might as well have been talking to a chatbot. Per their policy, no refunds, and no one else I can speak to regarding the issue. I get it, I am by no means entitled to any sort of refund, but we spent around 3 grand for licenses that we didn't use. If I delete a user in Slack, my total billable number of users goes down, if I delete a user in Google, my total billable number of users goes down. I was just surprised that Dropbox didn't work like that.

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Megan

Hi @Vmanda, thanks for posting here today!

You mentioned that you've already contacted our Support team about this. That was the right way to go on about it, since they have more tools and visibility than we do over here.

Would you mind sending over your ticket number reference, in order for me to locate it on our system, and take a look, please?

Thanks a bunch!

Vmanda

Hi Megan,

My ticket number is 23639970

Thank you for looking into this.

Mandy

Megan

Hi Mandy, no problem at all!

I checked the progress, and didn't see a reply back from your end.

Would you mind replying back to the email chain, in order for the agent to escalate your case? I won't promise you anything, but we'll try to do the best that we can here.

Vmanda

Thank you, I thought the ticket was closed, so I didn't bother responding. I just did.

Mandy

Megan

Awesome @Vmanda!

I've also left some internal comments. If you need anything else, we'll be one post away!

Vmanda

Thank you for your help Megan,

I did receive a response back and due to Dropbox's strict no refund policy, there is nothing further we can do. I will be sure to flag this policy when we review our IT budget in the future.

Mandy

JPoppa

Same thing is happening to us now. Dropped three licenses a month after renewal and they give no refunds so keeping $1000 for absolutely nothing. This has to be the worst policy amongst any provider I've used. Customer service has no escalation, nobody else you can speak to that would reason with common sense, just "No refunds". Way to alienate a customer that has paid thousands of dollars a year for the past 10 years. Looking for a new storage solution now!

Megan

Hey @JPoppa, sorry to hear about that!

As far as I understand, it sounds like you've already contacted our Support team, right? If so, would you be so kind to send me the ticket number reference, please?

Keep me posted!

JPoppa

Ticket # 23848622

I really can't believe the customer service policies Dropbox has. Now looking into it, there are thousands upon thousands of complaints and unsatisfied customers. Just look at Trustpilot or BBB Reviews. Change your policies or sooner or later the business will wither and die as you alienate one long term customer after another. "No Refunds" good luck with that.

Megan

Hi @JPoppa, thanks for that!

It seems your ticket has been escalated to our Specialized team, to check if there's anything they can do on their end.

I've also passed my comments to the ticket internally. I appreciate your patience, hang tight and if you need anything else, just give us a shout!

Vmanda

Don't expect any refund or help. They escalated my ticket to specialized as well and I got told the policy is no refunds. So what if they took $2,500 from us for nothing. Good luck trying to move, I'm having a horrible time trying to export our data to another Dropbox account, it's a nightmare!