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Issue with auto renewal

Due to auto billing without prior consent, I am recommend that a class action lawsuit be initiated against Drop Box for its enticing use of its product and then using a techniquie to lock people into contracts without prior consent or understanding. This may be viewed as Bait and Swithch by many, and the inability to discuss with a customer service rep is appalling.

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Rich

Dropbox cannot charge you without authorization.

When you upgrade to a paid account (the only time you would provide payment information) you're purchasing a subscription-based service that will auto-renew at the end of your term. By continuing with the purchase, you're agreeing to this. You're able to cancel the auto-renewal at any time prior to renewal. If you fail to do so you will be billed for a new term.

If this is still a concern, then you should make sure that your account is not set to auto-renew again. You can choose to downgrade your account from your Account page, or you can contact Dropbox Support for assistance.

Mark

Hi KenLoebel

You dont need to write to them to stop payments, you just go to www.dropbox.com/cancel

Do you happen to have any ticket numbers?

All comments

Mark

You mean the auto billing they send you an email about 6 weeks before its renewed? Or the one you agreed to upon signing up? Or the one that also tells you about it a few days before? That one.

You've had plenty of opportunity to not have it auto renew, it isnt anybody's fault if you have ignored the warnings. You could of course just not use the service if you dont agree with it.

Edit: moves to correct forum and out of Feature requests.

KenLoebel

Yes - that's what I mean. I did not see any announcements, and I did not recall getting notification sent to the email address that I use. I do not dispute that it is in the TOS. With Sprint, their TOS allows changing the pricing anytime, even though consumers sign a long term contract. They indicate that it is a contract with Sprint, and that the data plan is different. Courts ruled differently , of course, as it is a bait and switch tactic. Locking people in and then assuming a sale for the following years is a pathetic business practice and one that will be exposed. I am happy to expose it from Drop Box and to forewarn consumers. Have no doubtrs, PayPal felt the same way. So did others who I spoke with and posted with. It is a tactic to lock people in, make it difficult to get out of (there was literally no customer support), and be a cheap ass business approach to working with customers. If you like it, fine for you. I do not like it, and feel it is cheap, and I will fight for what I believe in - thanks for your commentary - I do nopt agree with the tactic and will pursue my approach. It is a tactic more and more silicon valuey firms are employing to be a pain in the ass to consumers and then provide some form of robo CSR that is nothing but a bureauracracy of hoops. I prefer One Drive and others.

Mark

Good luck with OneDrive as they also auto renew, as does Microsoft Office subscriptions.

batzzstorm

Our first notification an overdraft notice from the bank. we did not choose anything. It was a non removable app on our phones that we got 2 years ago. their unauthorize charge is now costing us over 200.00. we are 65, living on a limited income very close to the bone. this has ruined us. Happened this last weekend. Just let us know who to call. And of course the bank is no help as they love their overdraft snacks.

Rich

Jane

Hey all,

I 'm just stepping in here to follow-up on any open tickets you may have with our team and see if I could expedite resolution. Please include them in your replies, so that I look them up internally.

Thanks in advance,

JaneA

batzzstorm

They DID charge without authorization. Support people admitted a mistake but would not clarify. If you don't believe it, so be it. WE are living with it. We are not new to apps and even at 65 we can still learn a thing or 2. And while they have refunded the initial charge....they will NOT help with orverdraft charges they generated.

KenLoebel

The primary change needed is to change the arrogance of the automatic email replies that send the same messages when there is a real issue. Taking money from a bank account after being informed that the authorization is withdrawn may be a violation of federal laws and may be subject to severe penalties. Written notification withdrawing authorization to pull funds from any bank account provides docuimentation of instructions and a withrawal of authorization. The systems that this company uses is to try to wear out the consumer. I have a chain of more than 6 emails from DropBox with no effort to make a resolution, while I have provided written withrawal of authorization multiple times. I believe that when an impasse occurs with a company, reaching out through social media and to executives is the correct means to reach the people who are more concerned about legal issues and protecting the long term brand than by emailing CSR's who never pick up a phone to resolve issues. To me, this is a PR nightmare in the process because I value my financial rights to the extent that if a company refuses to acknowledge a complaint involving DropBox continuing to withdraw funds after authorization has been withdrawn and without resolving it, they are putting themsleves in a liability chain that may be extensive and costly. Legal action and contact with regulators often is the only strategy that gets a response. As such, those initiatives are under way.

Mark

Hi KenLoebel

You dont need to write to them to stop payments, you just go to www.dropbox.com/cancel

Do you happen to have any ticket numbers?

joydeason

When you go to the website you indicate, you get an error message. I have written to them for a refund but it doesn't seem likely. The American consumer is sick to death of these automated renewals. I never received an email notifying me that it was about to happen. I think it's appalling that you are spreading false information.

Rich

joydeason wrote:
When you go to the website you indicate, you get an error message.

The website has gone through an update since Mark posted that. As always, though, you can get to all the details of your account on your Account page, where you can also cancel your subscription from the Plan tab. Note that if you subscribed though a mobile device (within the app or on the app store), then you need to cancel from the app store.

The American consumer is sick to death of these automated renewals.

Anyone that is sick of auto-renewals should stop signing up for services that have them. It's as simple as that, and no different from a magazine or newspaper subscription, streaming service, or even car insurance. The agreed-upon service automatically renews and charges the billing information on file until canceled. This was what was agreed upon when the subscription was initiated by the user.

I never received an email notifying me that it was about to happen. I think it's appalling that you are spreading false information.

Dropbox sends notifications prior the the auto-renewal taking place. A copy of the one I just received is below. If you didn't receive yours then I suggest you check your spam/junk folder or check with your mail provider to see if they block anything from Dropbox as that has happened before. There was no flase information given.

Received on the 15th and 23rd of October.

Cottam0089

@KenLoebel wrote:
Due to auto billing without prior consent, I am recommend that a class action lawsuit be initiated against Drop Box for its enticing use of its product and then using a techniquie to lock people into contracts without prior consent or understanding. This may be viewed as Bait and Swithch by many, and the inability to discuss with a customer service rep is appalling.

As a disabled person with mental health issues i feel 100% scammed and mistreated. I never wanted a auto sub just 1 month.

Dropbox wasnt even showing on my bank statement as a repeat monthly payment and how shady this company is.

I have been forced to reply on here since making a support ticket through email on the 16th of October and been company ignored without response to my messages through email, made a post here on the forum on the 2nd its the 8th now and still no contact from a "Senior Support agent".

Completely ignored, horrible company. Trading standards will have to be involved soon, i wish you luck with your thread and problem we both share and will be following.

petra23

Onedrive renews at least with the service one signed up for and not an entirely different one that costs 7x more. The onus is on DB so this problem no longer happens to customers. We shouldn't have to fight to be treated with respect and to be given clear instructions on our purchase. I ended up purchasing something I would have NEVER purchased if the interface had been clear. Never. It not something I need or want. Yet, DB says there's nothing they can do...?? Really?

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