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Severe Billing Question

Am being billed double for my Dropbox yearly fee. It is charged to my PayPal account. I cannot speak to a rep, only business customers apparently. Dropbox cannot find records of billing me twice but it is clear on my PayPal CC account. Paypal says they cannot do anything because they are getting legit charges from Dropbox. I have send screenshots of the cc statement to the CHAT session with the transaction IDs, but Dropbox still no help. Can anyone at Dropbox please help me speak to a human? Totally frustrated with Dropbox and I rely on it heavily. [personal information removed per the Community's Guidelines]

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Rich

@ae1m wrote:
Am being billed double for my Dropbox yearly fee. ... Can anyone at Dropbox please help me speak to a human?

There is no phone support unless you have a Business account. You need to open a ticket. 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

ae1m

I know, it’s bull**bleep**. I sent Dropbox support screenshots of my CC statement showing double billing and they will not act. CC says they were legit charges. Like I said, sent CC statement showing transaction ID’s and exact same billing address for correct and the incorrect posting. SO Dropbox says they didnt, CC company says they are legit charges so both close their cases and I am stuck having to pay 2X. Each pointing finger, cannot SPEAK to someone at Dropbox. Time to find another service and I am a heavy Dropbox user and rely heavily on the service.

Rich

@ae1m wrote:
I sent Dropbox support screenshots of my CC statement showing double billing and they will not act.

Do you have your ticket number? If so, reply here with it an one of the Dropboxers might be able to look into it for you.

Tagging @Hannah @Nancy @Walter

Hannah

Hey @ae1m, like @Rich mentioned, if you have the ticket number for your communication, please pass it along to us, so we can locate it in our system.

ae1m

Ticket 21353386. I can resend my latest email if you provide me an email address. I sent them my normal payment info credit card statement from November 2022 when I normally pay my yearly fee. In the same email I also sent my February statement showing a charge for the exact same amount form them with correct address (San Jose). Both statements had the transaction reference numbers on them.

Hannah

Thanks for the ticket number, @ae1m.

I can see that you're already in contact with our team, so I've passed your comments along to that communication and raised the priority on my end.

Please keep an eye out on the email chain, and you will have a reply from them very soon.

ae1m

Still no reply. Isnt there some way to speak to a human being at Dropbox? Very frustrating. @Hannah @Rich

bronius

This is a great tip - - thank you! However, the Billing Support form is 500 on submit each time, whether I'm signed in or not (incognito). The number provided in the PayPal transaction ("855-337-6726") appears to be DropBox saying they're no longer taking phone calls. Don't know if this is legit or not; Has anyone tried simply canceling from PayPal side?

Nancy

Hi @bronius! Thanks for posting on this thread.

Can you let me know a bit more about your billing issue, so that I can try to guide you from there? Did you receive some unidentified charges from Dropbox via PayPal and you’d like to make sure you’re no longer billed?

bronius

Thanks for replying! My situation is not 100% like OP but closer to another responder on this thread:

* For 10+ years my PayPal has seen a $~100 transaction for DropBox

* But when I log in to DropBox > Account > Billing > Transactions/Invoices, I don't see any billing activity

* And I am shown as being on a Basic (ie, free tier) account as far as I can tell

I did go ahead and cancel the recurring subscription in PayPal, but I would like to know exactly what DropBox account I've been funding all these years, whether the money has just vanished or was scam, or if maybe I did once upon time have to go Pro but subsquently dropped below threshold or ...? My latest PayPal transaction Id is [removed]

Thanks!

-Bronius

Hannah

Hey @bronius, thank you for the update and the additional info.

Can we send you an email, so we can investigate this further?

bronius

Yes of course! 🙂 I presume you can identify me easily on DB or just dm me here in the forums? Thanks for helping me to see this thru.

Megan

Hi @bronius, I just sent you an email.

Reply back to me, and we'll take it from there!

ae1m

I had a heck of a time with Dropbox on my billing issue. The lack of phone support is unacceptable. The 2-3 people I dealt with by email could not solve the problem although I provided all the screenshots of bills with reference numbers etc… Finally after asking for it to be escalated, a nice guy discovered an old account we had that they had upgraded without my knowledge from the free basic under my wife’s name. It got out of control because of the automatic upload of IPhone photos. I have been a Dropbox user for many years but now looking at the many alternatives.

Doublebilled200

Just wanted to join in the party. In the same boat as everyone else. Was reviewing my cc statement and discovered I had double charges for the past 2 years + . Like everyone else I reluctantly went through the chat 'customer support'. Send CC statements and basically ran into a brick wall. They closed my claim after telling me there were no double charges on their end despite having the credit card receipts. I was incensed. I opened the claim back up and it turned out on a second look I had 2 accounts under different email addresses. Not sure how this happened. Possibly I changed the email address on my account and inadvertently added an account. Not that Dropbox is going to try and help me discover what happened. Same name, same credit card and yet no heads up from Dropbox when that transaction was occurring. They offered to cancel the second account and generously granted an "extraordinary" refund of 5 months ( approx $60) for a double billing fiasco that lasted over 2 years (at least $200). How is this fair? The lack of a customer support phone number is beyond annoying.