Free trial canceled , but no confirmation and money deducted.

Question

I upgraded to the free trial (30 days), canceled it just a few hours later. Correct via manage plan and "Cancel trial". This is three days ago. I still haven't received a cancellation confirmation email (yep, checked all filters). It clearly shows on my account that I now have DropBox Basic. But there is a €199.00 transaction going to Dropbox at my bank.
How do I ensure that no money is deducted for the free trial? Why am I not receiving a confirmation email?

Walter · Answer

Thanks for the ticket ID, Marta.

I was able to locate it in our system and passed your comments on to the agent who's handling your case.

They'll be getting back to you soon, but please let us know if you have anything else to add in the meantime.

Martanilsson04 · Answer

My ticket id is 21868799. I have tried the self services, but I didn’t get a transaction id. Especially not since I didn’t receive any reciepts what so ever. But money was deducted and my account was upgraded. I immediately cancelled the plan, and just got an email saying I disbanded the team, and then my account was back to basic plan.

Walter · Answer

Hi @Martanilsson04, sorry to hear about this.

Since you've already contacted our support team about this, could you share your ticket ID so that we can look it up in our system?

While we're at it, have you tried using our self served look up tool to identify the email address that's associated with the charge in question?

If the charge for your upgrade is still in a pending state, you might need to contact your bank.