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Credit Card stolen and used to pay for a Dropbox subscription.

My mother's credit card has had to be re-issued to her following a call from her bank asking her if the amount charged is actually from her as it was flagged on the system as suspicious. She told them that it was not her and they froze the card and sent her a new one.

Now that the new card arrived the payment has tried to go through again resulting in all card uses for her to be frozen. The bank has put a stop on all card uses for the time being.

I have looked up these forums for similar issues which I did find but the links to get it resolved and log a ticket with dropbox do not work or the pages have changed so much that the options are no longer listed to choose from.

I was able to take the transaction ID from her bank statement and use the last 4 digits and expiry of the card to pull up the transaction info and found the transaction to be linked to a gmail email address which none of us recognize.

How can I get in contact with someone from security or legal at dropbox to get this issue resolved?

Email address linked to the transaction is: [email removed as per Community Guidelines]

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Comments

Megan

Hey there, @DonalLally, apologies for the inconvenience this has caused so far; I understand where you're coming from and I'd like to help with this as much as possible.

Since you've already tried contacting the fraud team of your card company and cancelling the card/getting new numbers etc. as the card is compromised, I can open up a ticket on my end for you.

Would that be okay?

Let me know!

DonalLally

Hi Megan,

Yes please. Please remove the card details and stop any further invoicing to the card(s)/account.

Mark

@DonalLally wrote:
Hi Megan,

Yes please. Please remove the card details and stop any further invoicing to the card(s)/account.

You need to get your card provider to stop it. If they have used it here they will do so elsewhere as well. They need to put a lock on the card etc.

Megan

Hey @DonalLally, I just created a ticket on my end for you.

Please reply back to me, and we'll take it from there.

Thanks!

DonalLally

The card itself has been flagged by the bank as suspicious and contacted her already and froze the card when they found out it was not her that bought this subscription. Then they issued her a new credit card today, but again, Dropbox tried to pull money from her account flagging, then the bank froze her new card.

What I want to happen is for the transaction to be voided/stopped/deleted/removed so any further new cards she gets from the bank will not be flagged because of this transaction for a dropbox subscription made by some stranger who stole the card.

Megan

Hey @DonalLally, did you get to check your Community-linked email address for my email?

DonalLally

Hi Megan. I did just now. It was mixed in with other emails from dropbox I just missed it