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Unauthorised continued payments for cancelled subscriptions

More than a year ago, I paid for a dropbox family plan for my then-girlfriend and her family. After the breakup, I cancelled my subscription, but after a few months I noticed that the fee was still being deducted every month. However, dropbox was already subscription-free and back to its base size. I addressed the matter with my banker, who asked for some bank tokens to be deleted. However, the payments continued to be charged. The bank apologized to me that your billing strategy was too aggressive and that they would have to change my card. This happened late last summer and I stopped checking this thing on my account. However, I have now found out that this is still happening!!! For a full 14 months now. Your company has already charged my account over $260!!!
I have been unable to reach a live person to write and call. Can anyone advise who to contact and who to resolve this with?

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Comments

Nancy

Sorry to hear about this, @32may.

When you cancelled the Family subscription for the first time, did you receive a confirmation to the email address linked to your Dropbox account?

Is it possible that you have another Dropbox account (under a different email address), for which you’re now being billed? To double check this, I’d like you to go here, and insert the 12-digit transaction you should’ve received in your bank statement.

Is the email address you're seeing the same as the one showing here?

Let me know what you find, and we’ll take it from there.

SFickel

I too need help. On the same day I started a free basic plan for 30 days January 7th 2024 I deleted the app as it was not what I thought it was and I didn’t need it. Couldn’t find anywhere on the app to cancel so I deleted the app. Thought problem was solved. Now a month later I get a bill for $129.83 saying I upgraded! I never upgraded! It said if deleted all info would be gone & therefore I assumed I had removed the plan. My husband is ill with Parkinson’s and I cannot afford something i never requested. I sent an email back when you guys sent one to me saying I was going to be charged. No reply. Here is the 12 digit code in my statement [removed per Community Guidelines] then to top it off… I had to rejoin in order to talk to someone and I can’t find a way to cancel other than deletion again which didn’t work the first time . Please help me!

Nancy

I’m sorry to hear about your husband and the situation, @SFickel. Let’s see what we can find.

Did you perhaps reply back to the upgrade email you received from Dropbox? If yes, I’m afraid this email is automated and it’s not being monitored.

However, I can log a new ticket for you (to this email address), so that we can check this internally.

Let me know if that’s OK.

Helen DBX

Hello @SFickel

Thanks for reaching out. I hope you don't mind me jumping in here.

Deleting the Dropbox app will not delete the actual account.

Most likely, you started a trial and this converted to a paid account after the 30 days.

I am going to reach out to you by email and then we can arrange a refund for you.

Best regards,

Helen

The Dropbox Team

https://www.dropbox.com/help

32may

I haven't used email in a few years. Only for logging into services.
I unsubscribed my Family plan sometime late October 2022 and my space immediately changed. However, the payments keep going out and despite an explicit ban at the bank and a subsequent change of credit card, the payment keeps going out every month! It's like a fraudulent company taking money out of my account. Only this is happening with Dropbox, a service of which I am a loyal fan and which has brought you dozens of users. I'm pretty sorry and upset about this.
Who can stop this? What do I need to do to get my money back?

32may

I have email 32m*********@gmail.com - since I started using the service. I don't know where to find the 12-digit number - my subscriptions are empty, just money keeps disappearing from my account. I can send a statement of account...

32may

@Nancy wrote:
Sorry to hear about this, @32may.

When you cancelled the Family subscription for the first time, did you receive a confirmation to the email address linked to your Dropbox account?

Is it possible that you have another Dropbox account (under a different email address), for which you’re now being billed? To double check this, I’d like you to go here, and insert the 12-digit transaction you should’ve received in your bank statement.

Is the email address you're seeing the same as the one showing here?

Let me know what you find, and we’ll take it from there.

Please, if you send me an email - let me know about it here in the thread. I'll have to specifically look for it in the unused mailbox.

Nancy

@32may, I’ve just emailed you. Please reply back to me, when you get the chance.

Helen DBX

Hello @32may

Helen from Dropbox here. Thanks for reaching out about your payment issue.

I don't see a charge for your account — is it possible that you have another account under a different email address?

Could you please email us with the specifics of your charge via: http://www.dropbox.com/support

To explain the situation will require some account-specific info that would be wise not to share publicly.

I appreciate your cooperation and we look forward to assisting you on email.

Best regards,

Helen

The Dropbox Team

https://www.dropbox.com/help