Child Item

I cancelled my free trial, but I was still charged

I decided to try out Dropbox, so I went for the 30-day free trial. Once that ended, I never upgraded my plan, because as of now I don't use it that often. Anyway as of May 25, I was charged "$139.00" from Droppbox. I was confused because I never renewed anything, and made sure to cancel my 30-day subscription before the time was up.

I looked at my billing account on Dropbox and it said "There were no recent transactions" and looked at what plan I had. It said I had the basic plan, but the basic plan isn't even $139.00 yearly or even monthly. The basic plan is $119 yearly and $9.99 monthly even with the tax, where does the $139 come from?

I tried to dispute this transaction with my bank but my bank said that I needed to take it up with the company, (whichever that means.) I don't know who to contact because, on the Dropbox website, they're no clear email or phone number.

I just want my money back, because as of now I'm unemployed and that $139 could have helped me. The worst part is, is that I don't even need to use Dropbox anymore, because last month I needed it for a project. So why am I being charged for something I don't even use?

Find more posts tagged with

Cancellations

Plans

Refunds

Promote

Already Offered

Comments

Jay

Hi @ensaine, thanks for bringing this to our attention.

As you don't see any payments on your account, did you upgrade to the trial via the Dropbox site directly, or via the mobile app?

According to your bank statement, were you charged by Dropbox, iTunes or Google Play?

This will help me to assist further!

ensaine

Originally, last month I went on my my desktop computer and went on the Dropbox website and applied for the 30-day free trial. This morning, I checked my bank statement and it said a transaction was made for "$139.00" from Dropbox. I never made this transaction I wasn't even on my computer on May 25th, when the transaction was made to Dropbox.

After finding this out, I was in shock so I went on my Dropbox account and it said I was on the basic plan, which I never signed up for. Even then, the basic plan yearly ain't even 139 so where did the 139 come from?

I tried disputing the transaction with my bank, but they said to dispute it with the company. I don't even know if this is possible but on your end, you can even look into my account, I haven't used Dropbox in a while, so I don't even know where this transaction of $139 came from. None of the plans listed for Dropbox has a $139 fee not even some of the advanced plans, so I don't even know what is happening.

Thank you for responding quite urgently to my message, I appreciate it because I would like to be a returning customer, I only wanted to try the 30-day free plan because I wanted to see if I'd like it.

ensaine

I forgot to link my email in that post [email removed as per Community Guidelines]

Megan

Hey @ensaine, thanks for the info!

A Basic account is definitely free, so it sounds like the charge might be linked to a different Dropbox account. Could that be the case?

If these payments are made through a credit card, you should be able to use our payment lookup tool, to find out the email associated with the paid account.

ensaine

I only have one Dropbox account. I tried to look at the payment lookup tool and it won't tell me the email associated with the payment.

ensaine

Sorry for the confusion, it did tell me the email and it's under my email which is correct, but I never made any purchases. It said I made a purchase for "Dropbox Plus for $131.27" But if you look at my Dropbox account I'm still on the basic plan. Is it possible I got charged as a renewal fee

ensaine

According to my account, I'm still on the basic plan, but apparently, there was a charge for the Dropbox Plus plan, but my account is still on the basic plan, so I don't even understand how that's possible

ensaine

This has to be a joke. This morning I got an email to upgrade to the Plus plan. When I was falsely billed a plus plan, which makes no sense. Because on my Dropbox account, it still said I'm still on the basic plan, which makes no sense.

Hannah

Hey @ensaine, I can see in one of the photos that you posted, that you have the transaction ID associated with the payment.

If you've tried searching for it and it doesn't give you an email address, can I send you an email, so we can investigate further?

Perhaps it's an account you forgot you had, or mistakenly created and upgraded.

ensaine

It does give me the email it's my email. Yes you can send me an email. I only have one account

Rich

@ensaine wrote:
It does give me the email it's my email. ... I only have one account

Are you sure? Check the email address reported in the transaction carefully, and compare it to the email address you see on this page. Are they identical? No extra characters in one of them? Look closely.

ensaine

There identical.

Rich

@ensaine wrote:
There identical.

Without spelling out the entire thing, does your email address have two or three 0 at the end of it?

(And I've deleted one of your screenshots because the full email address is visible in it)

ensaine

It has two.

Rich

@ensaine wrote:
It has two.

The screenshot I removed, which showed the transaction details and your email address, had three 0 in the email address.

I would try to sign in to Dropbox with that email address. You likely have a second account.

ensaine

I tried signing in using that email, and it did work. I only have one account. Next time please don't delete my screenshots because I took them as evidence. I don't care who knows my email address because I'm trying to be as detailed as possible when explaining my situation. My point is, is that why was I charged for the plus plan, when on my account I can't even use it?

Was there a glitch in the system? It makes no sense. My Dropbox account keeps wanting me to upgrade to the plus plan which makes no sense to me.

Megan

Hey @ensaine, Rich is correct about the screenshots and any visible information there.

You can see more about that by going through our Community Guidelines. I've also sent you an email, in order for us to have a closer look into this.

I'll see you there!

ensaine

It gives me an email address, I only have one account. I am sure that I do not have multiple accounts. I only have one. I have not mistakenly upgraded or created. I would not go through all this trouble if I were not telling the truth. I never authorized this payment. How did someone get ahold of my credit card information through a website that is supposed to be secure? Because my email has two zeros in it, but in the transaction ID the email is the same but with three zeros, someone replicated my email. How is it even possible that you guys let it slide where it's possible for someone's credit card information can be used in multiple accounts isn't that suspicious. Additionally, my account still says I'm on the basic plan and I keep getting emails from Dropbox saying to upgrade my basic plan to plus plan. To be honest, it makes me furious, I just want this situation to be resolved because I do highly respect this company.

ensaine

Is there someone on the Dropbox team that I can call, because it is very time-consuming to keep responding to the forum posts and emails with oddly spaced response times. I am sure it is a headache on your end as well. I'm pretty sure if I was able to talk to someone on the phone, it'd be more resourceful to sort this situation out. Instead of expanding this into days or even weeks just to come to a solution. Because we have been "communicating" since Friday morning and today is Monday afternoon. I also contacted my bank and they are doing their part on their end, and asked me on my part if I could get hold of someone on the phone instead of forum post because of it's unreliable of not talking to a human.

Megan

Hey @ensaine, I'm afraid phone Support is limited to Business users.

You can see more in regards to your Support options here.

I definitely understand where you're coming from, and I'll be my best to help as swiftly as possible via email.

ensaine

This is happening to me too man, it's a pain. Dropbox needs to improve its security, this is very unfortunate because it shouldn't even be possible for multiple accounts to be associated with the same credit cards. Even Spofity and Netflix and other companies have firewall protection where only one credit card number is associated with so many accounts. Dropbox needs to improve this.

ensaine

I'm glad to hear that, but I do think Dropbox needs to change how they do customer service to keep returning customers and future customers happy. I never heard of any company taking favorites on certain members just because they pay more. I'm looking forward to those emails. Because I am not paying extra just for a phone call.