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How can I get a refund for a payment?

Eatsmartsup

How I can refundable my payment I did many of request and your team that are not given accurate answers

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Walter

Hi there @Eatsmartsup, thanks for posting on our Community and sorry to hear about this.

Do you happen to have a ticket ID for your interactions with our support team perhaps?

If so, you can share it with us here so that we can look it up in our system as well.

Otherwise, please elaborate on the issue you're having so that we can assist further.

Thanks!

Rich

@Eatsmartsup wrote:
How I can refundable my payment ...

Typically, payments for Dropbox subscriptions are non-refundable.

https://help.dropbox.com/plans/refund

I did many of request and your team that are not given accurate answers

You've submitted a ticket with Support? If so, reply here with your ticket number and a Dropboxer may be able to look into it.

Gidgette

It is impossible to get hold of anyone. I have been charged over ZAR 4000-00 for a subscription I never even wanted. This is not the first time. Please |I urgently need assistance with this. That is a lot of money

Megan

Hi @Gidgette, let's jump right into this!

Have you tried to contact Dropbox Support directly for this?

You can 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.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!

Gidgette

Hi there

Thanks Megan but I still am having any luck using your website. This is the transaction I am talking about. When I go to billing, it says no billing and activity so then why has this huge amount been taken by Dropbox. Please I need this to be refunded immediately

Thank you

Gidgette

Same problem. Has it been sorted out?

Mark

@Gidgette thats for a Dropbox business plan

I assume at some point you've set up a trial of it and not cancelled in time. If you do not see a plan on your current log on you need to log in to the account you upgraded and seek support from there. With that plan you will have phone and webchat support so you can utilise that - once logged in to the right account.

gherbosa

It is unacceptable the inhibition of Dropbox with regard to subscriptions paid through Apple- iTunes.

Apple-iTunes is using ilegal commercial techniques. I have claimed refund of 119,99€ both to Dropbox and to Apple -iTunes without positive answer.

Thus, I have sent a complaint to EUROPEAN CONSUMER CENTER as required as a previous step to a judicial claim.

Follows the report of the facts as sent to Apple-iTunes with no answer at the moment.

1. I had and have a Dropbox account ([removed]) since ten years ago or more.

2. Some time, 4 or 5 years ago, I downloaded the app Dropbox in my iPhone 7 and I reach my dropbox cloud frequently.

3. Since that time, the dropbox account was Dropbox Plus with monthly payments of 11,99€

4. At the end of 2022, using the app Dropbox in the iPhone 7 the following message emerged:

If you need translation to Spanish of this message, please go to any traductor on-line.

5. The message offers a change to anual plan but Apple-iTunes look for TWO CHANGES. The second change was not announced but means that the account in dropbox must CHANGE from [removed] to [removed]. I did not realize at that moment and I accepted the offer “changing form monthly to annual payment”, but thinking that the offer was for [removed] that was the only dropbox account that I had at that moment, and the only that currently exists.

6. Starting 2023 I realize in my bank account two payments, one for the monthly [removed] subscription (11,99€) and one for the annual subscription (119,99€) to an account that DOES NOT EXIST but iTunes-Apple pretend to be applied to a new account in dropbox expected to be [removed], the email address that I use with purchases of apple products. Then, I claimed by phone and I got the refund of 119,99€ of the anual suscripción.

7. The early months of 2023 I paid the monthly invoices for [removed] for the Dropbox Plus plan and everything was ok working with my cloud.

8. The first of July 2023, Apple-iTunes send again the offer indicated in point 4 and once again I made a mistake trying to save money. But note that the offer appears when I use dropbox in the iPhone and the offer does not say that I have to open a new account in Dropbox. I ask myself, to the mind of Apple what Dropbox account is paying the monthly quote of 11,99€??. Obviously the account [removed] as stated in the receipt of the 11,99€ because DOES NOT EXIST DROPBOX ACCOUNT [removed]. When I realized that I was paying again the monthly subscription of [removed] and the anual suscripción of a dropbox account that DOES NOT EXIST, I claimed the refund but now the phone answer was NOT because it was refunded previously.

9 Why has apple-tunes the right to offer again “change to an anual plan” knowing that there’s not monthly payments to [removed] because does not exist and I have not the right to made a mistake again trying to save money?. In my opinon this is a malicious behavior of apple-tunes trying to induce such mistake.

10. I kept many phone calls with apple during July 2023; after that calls I was able to understand the problem as explained above. The wish of apple-tunes to change my account [removed] for a new account [removed] was clear in the last phone conversation with Apple, the agent said,

a) it is impossible to refund the 119,99€ paid by an anual suscripción to Dorpbox Plus of an account [removed] although such account DOES NOT EXIST in dropbox.

b) I must open a new account named [removed] in dropbox. The claimed 119,99€ will be applied to these new account.

c) Transfer the content in dropbox [removed] to the new open account [removed]

d) Cancel the account [removed] in Dropbox

11. Of course I will not open a new account in dropbox (the account [removed] that does not exist and, consequently, no monthly payments to change to annual exist). I will not cancel my historic account [removed] in dropbox. My only wish is to get a refund of the 119,99€ paid by an annual subscription to a Dropbox account that DOES NOT EXIST. The payment of 119,99€ was done to apply the the [removed] and no to a new and still unopened account that does not exist. The claimed refund corresponds to a payment that's only the result of deceit and the commercial strategic bad arts of Apple-iTunes.

12. I do not need more storage in the cloud that the I have through [removed] in the dropbox.

PLEASE DO NOT INVITE ME AGAIN TO CHANGE MONTHLY TO ANUAL PAYMENTS IN OTHER ACCOUNTS THAT [removed].

Sincerely

[personal information removed per the Community's Guidelines]

Gidgette

I have no idea where to find that. |It says no subscriptions?

Megan

Hi @Gidgette, can I send you an email, in order for us to have a closer look into this?

Megan

Hi @gherbosa, let's jump right into this!

To make sure I'm on the same page as you are, since the message contained a lot of info, and was quite lengthy: was the annual charge coming from Dropbox directly, or Apple?

You can check your bank reference, to see what it says. It sounds like it's coming from Apple's end, since they refused to provide it the second time around, am I right?

Let me know more, and we'll take it from there!

Gidgette

Yes please

[email removed as per Community Guidelines]

Megan

Hi @Gidgette, I just sent you an email, see you there.

Cheers!

gherbosa

Hi Megan

Please find the answers embedded in your message below

Hi @gherbosa, let's jump right into this!

To make sure I'm on the same page as you are, since the message contained a lot of info, and was quite lengthy: was the annual charge coming from Dropbox directly, or Apple?

THE CHARGE IS CURRENTLY COMING FROM APPLE ITUNES. I USE DROPBOX SINCE TEN YEARS AGO OR MORE. AT THE BEGINNING I PAID DIRECTLY TO DROPBOX. SOME TIME YEARS AGO I UPGRADED TO DROPBOX PLUS. I DO NOT REMEMBER WHEN PAYMENTS CHANGE FROM DROPBOX TO APPLE ITUNES.

You can check your bank reference, to see what it says. It sounds like it's coming from Apple's end, since they refused to provide it the second time around, am I right?

YOU ARE RIGHT

Also, you mentioned that the annual charge was linked to an account that doesn't exist. Is it possible, that the account was newly-created using your iCloud credentials when you chose to upgrade? WHEN I ACCEPTED THE OFFER TO PAY ANNUALLY INSTEAD OF MONTHLY I THOUGHT I WAS TALKING ABOUT MY UNIQUE ACCOUNT WITH DROPOBOX I.E. [removed]. IN FACT MONTHLY PAYMENTS WERE FOR THIS ACCOUNT AS STATED IN THE INVOICES. THIS IS WHY THE CHANGE MONTHLY TO ANNUAL PAYMENT WAS EXPECTED FOR [removed].

Have you tried signing into the account once Apple informed you where the charge is coming from?

YES. I HAVE TRIED TO SIGN [removed] and the system answer "we have not found this account, you have to create a new account".

APPLE DID NOT INFORMED ME BUT I DEDUCED FORM THE TELEPHONE TALKS WITH AN APPLE AGENT THAT I SHOULD CREATE IN DROPBOX THE ACCOUNT [removed] TO GET THE ACCES TO THE PLAN DROPBOX PLUS.

Let me know more, and we'll take it from there!

I AM DROPBOX PLUS USER in the account [removed] with anual payment of 119,99€ charged in my card last 17 of august 2023.

I AM CLAIMING REFUND of the 119,99€ charged in the SAME card last 1st of July 2023. According to information received through phone calls with apple agent this 119,99€ corresponds to the change of monthly to anual subscription to Dropbox Plus but to which Dropbox account corresponds the CHANGE FROM MONTHLY TO ANUAL PAYMENT ?

PLEASE NOTE THAT I HAVE ENOUGH MEMORY WITH THE 2 TB IN THE CLOUD [removed]

PLEASE HELP ME TO SOLVE THIS PROBLEM.

IN MY OPINION THE PROBLEM HAS BEEN PROVOKED BY APPLE-ITUNES OFFERING CHANGE THE PAYMENT FROM MONTHLY TO ANUAL BUT THIS CHANGE WAS NOT FOR THE ACCOUNT THAT WAS PAYING THE MONTHLY FARE.

[personal info removed per the Dropbox Community Guidelines]

Hannah

Thanks @gherbosa for the additional info.

Since the payment was made through Apple, Dropbox is not authorized to provide refunds for those payments, so I would suggest reaching out to them once again, regarding your request.

lovebutterflies

DropBox is STEALING my money!! I canceled TWICE and these MFS are still billing me! $12.71 per month! WTF?!!?! My bank can only refund me the charges in the past 90 days!

I never even wanted Dropbox, it was purely for work for one month! And I unsubscribed As soon as possible! Now I learn I've lost over $100?!?!

Plus, can I just say what a crappy service DropBox is? These garbage people should be paying us to use this crappy thing! I hate it! Why tf did my client make me get this crap!?!?

Rhian jones

I tryed to cancel this ,because I didn't understand it they have taken 199 pounds from my PayPal, I am on benefits, because I am ill with Crohns and Rheumatoid arthritis, how can I have a refund, I have only 29 pounds to live on know ,making me so depressed because of this

Megan

Hi @Rhian jones, sorry to hear about that!

Do you have access to the account the funds were taken from? If so, have you tried contacting Support, in order for them to assist further with this, and check how they can help?

Keep me posted!

wendykg

Hello team

I've recently had an automatic payment deducted from my bank account for a subscription to Dropbox.

In all honesty, I had completely forgotten I had the subscription as I never use the product, and I have since cancelled it.

Is there any hope of getting my payment refunded? I accept it's my responsibility, but I had no email or invoice to remind me that this was coming due, and it is a significant amount to me. We also lost our son last year, so I've not been as on top of things as I usually am.

The Transaction ID is removed for the amount of $184.67.

I'd be etremely grateful for any help you can offer.

Kind regards

Wendy Goulden

gherbosa

Hi @Rhian jones, sorry to hear about that!

THANK YOU VERY MUCH FOR YOUR ATTENTION RHIAN JONES

Do you have access to the account the funds were taken from?

YES

If so, have you tried contacting Support, in order for them to assist further with this, and check how they can help?

YES I TRIED. I CAN SUPPLY A LOT OF EMAIL MESSAGES AND CHATS STARTING 28/JULY/2023. Tíquet #22460269: Chat de asistencia para Dropbox.

IN SHORT SUPPORT DROPBOX SAID: "Since the subscription was contracted through the application on your phone, we cannot track accounts that are purchased through that means."

BEST

Gabriel

PS I acknowledge any help with this

Mark

This is a public forum I'm afraid. For account issues you need to contact support at www.dropbox.com/support

https://help.dropbox.com/plans/refund

Mark

@gherbosa

As the message says I'm afraid you need to contact Apple or GooglePlay stores if you purchased through those systems. Dropbox does not have access to the payment/refund systems of those methods. They simply get a 'flag' to say you've paid and upgrade account.

Nobody here, or at Dropbox, can help

RubbieG

I was charged on July 27, 2023 at $199.00 for a renewal of my Drop Box account. I went on line in August and canceled this account, because I haven't used Drop Box since July 2022 when I signed up. I have been trying to identify how to get a refund for the canceled account. Please help me get a refund for the unused portion of the subscription that has been canceled. I would appreciate an email confirming that the account is canceled and that a refund is due.

Rubbie [email removed as per Community Guidelines]

Megan

Hi @RubbieG, welcome to our Community!

Keep in mind that posting such personal info on a public forum, is rather dangerous, and it also goes against the Community's guidelines.

As for the refund request: You'll need to contact our Support team directly.

Feel free to visit the Support page while you're 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.

Once you do, share it with us here so that we can look it up in our system as well.

Thanks a bunch!

donghyun kim

On September 29, 2023, automatic payment was made with the annual plan. The total payment is $119.88.

With the annual plan renewal, my usage period will be from 2023-09-29 to 2024-09-29.

The drop box has been discontinued, so we request a refund for the annual plan. If the full refund is not possible, I would like a partial refund for the remaining expiration date.

I'll be waiting for the reply. Have a nice day.

Megan

Hi @donghyun kim, let's jump right into this!

Have you tried contacting our Support team directly?

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!

kurakensama

Dears: this last month my subscription was charged 15 times, with 14 (unsuccessful) attempted refunds. These refunds doesn't appear on my Visa so this month I'm paying 15 times the agreed plan. Paypal requested a refund on Dropbox and Dropbox, then downgraded my accoutn to basic. So, this month I'm paying to Dropbox more than $USD 150 and left without service.

Nobody is taking this seriously. Dropbox charged me as a serial fraud machine and processes n-1 refunds. Paypal took such refunds and "said" they processed them. Such refunds never arrived to my Visa account. And as a final straw, Dropbox downgraded my account. Be serious. You messed it up, you fix it.

Rich

@kurakensama wrote:
Dears: this last month my subscription was charged 15 times, with 14 (unsuccessful) attempted refunds. These refunds doesn't appear on my Visa so this month I'm paying 15 times the agreed plan.

You need to contact Dropbox Support directly. 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

FrustratedMax

I was charged AUD306.90 today by Dropbox. I may have signed up for a free trial (don't actually recall) but that aside, I did not receive advance notification that my credit card would be charged unless I (a) cancelled and did not proceed with the subscription or (b) agreed and accepted the charge. I honestly have no recollection of providing my credit card details but I must have some time ago. I don't use Dropbox as the system administrator could attest if they checked my account. Furthermore, I have never been charged before.

I would like to cancel my supposed subscription and have the charge refunded as billing by stealth is unethical and quite possibly contravenes consumer law in that Dropbox failed to notify me to obtain my consent before processing the charge. I'm sure I'm not the only one who has been caught out this way.

As others have noted there is zero human customer support, which only adds to the frustration! Any assistance would be appreciated.

Mark

Dropbox sends email reminders but sometimes end up in spam.

You need to contact Support and ask for help: www.dropbox.com/support. Note that they only work Monday through Friday.

Help info: https://help.dropbox.com/plans/refund