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Critical Billing Error: Double Charge, Account Downgrade, No Resolution.

Critical Billing Error: Double Charge, Account Downgrade, No Resolution (Ticket #20251003000574)

Question or Issue

Hello, I am seeking assistance from the community and Dropbox staff regarding a severe and persistent billing error on my account [email removed as per Community Guidelines]. I am a loyal customer since 2012.

My issue is a catastrophic system failure that has resulted in removed by moderator for Dropbox and a complete failure of your support team (Ticket: #20251003000574).

Summary of the Facts (Proven by Attached Screenshots):

Single Account, Double Payment: Since July 2024, my single account has been charged via TWO separate, recurring monthly payment streams for the SAME single service:
- Stream 1 (Original, Google Play): 324.99 UAH.
- Stream 2 (Unauthorized Duplicate, Direct): $14.39 USD (approx. 597-604 UAH).
Service Failure: Despite paying these duplicate charges for the Plus plan, my account was downgraded to the Basic 2 GB FREE plan. This confirms that a critical failure is preventing me from accessing the service I paid for.
Support Failure: Agent Rachel was unable to resolve the issue, failed to apply the Ukrainian payment deferral policy, and insisted I contact Google Play, ignoring the fact that Dropbox failed to provision the paid service.

My Solution and Demands:

I urgently require an authorized Billing Manager to investigate and process a full refund for the entire duplicate $14.39 USD stream (since July 2024) to preserve my beneficial Google Play subscription.

I also require immediate confirmation of the application of the Ukrainian payment deferral policy.

Please, can an official Dropbox staff member escalate this case to the Billing Management team? Any assistance is highly appreciated.

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Comments

Megan

Hey @Oleksii Ug, let's jump right into this!

First of all, I'm so sorry to hear about that, I'll try to help as much as I possibly can.

I went through the active ticket you have with our agent, Rachel and I'd also like to suggest that you continue troubleshooting with her. That is because she has more specialized tools, and account visibility in order to help with your request.

While we investigate this, you might also need to check in with Google about one of your charges. We'll do the best that we can to assist with this, however keep in mind that when you upgrade your Dropbox account in-app using your mobile device, your subscription is administered by the app store platform, not directly from Dropbox.

In any case, I'll ask the agent to possibly escalate your case, just to exhaust all of our options, and see if there's any way for us to help. I can't make any promises, but I'd like for us to try as much as we possibly can.

If you need something else, please let me know and I will be more than happy to guide you every step of the way.

Oleksii Ug

Ticket #25597451: Formal Rejection of Premise & Final Refund Demand

Dear Wren,

Thank you very much for your detailed investigation and, most importantly, for successfully restoring my 2TB Dropbox Plus service. I sincerely appreciate your help in resolving the service disruption caused by this issue.

However, I must still formally address the root cause of the problem—the double billing—and respectfully reject the premise that the $14.39 USD stream is the correct one.

1. Technical Responsibility and Chronology

I pay Dropbox for a service. Whether that transaction is processed via the Dropbox website or via Google Play (your authorized payment processor) is a technical detail for Dropbox to manage.

The Original Subscription (The one I wish to keep): My subscription paid via Google Play (324.99 UAH) is the original, long-standing, and financially beneficial subscription that I have maintained since approximately 2020.
The Duplicate Charge (The one I require a full refund for): The stream you listed ($14.39 USD) is the unauthorized duplicate that began much later, in July 2024. When the direct payment was created, Dropbox failed to recognize and terminate the existing, original Google Play subscription.

2. Final Demand for Refund

I demand a FULL REFUND for ALL charges collected via the unauthorized duplicate $14.39 USD stream (starting July 2024).

I request that the Payments Management team find the technical solution to refund the duplicate stream without impacting the continuity of my original Google Play subscription (324.99 UAH).

I ask that you escalate this matter to your superior or the VP of Billing for final authorization. I require a definitive plan for the refund by the end of this week.

Sincerely,

Oleksii [removed per the Dropbox Community Guidelines]

Hannah

Hi from me as well. @Oleksii Ug.

From what I can see, your case is with our specialists, so I'd suggest keeping an eye on that email chain for any updates.

My colleague Megan has also raised the priority of your ticket, so you'll be getting a reply the soonest possible.

I hope this helps!

Oleksii Ug

"Hello Hannah,

Thank you for the update and for confirming that the priority of my ticket has been raised. This is excellent news, and I truly appreciate the community team's assistance.

I want to emphasize that I have always been proud to be a long-term user of Dropbox since 2012. Dropbox is a superior product, and my only goal in raising this complaint is to ensure this catastrophic billing system failure does not affect other loyal customers.

I have provided our Payments Specialist, Wren, with all the necessary details, including the proof that the $14.39 USD stream is the unnecessary duplicate and the formal demand to preserve my original, financially beneficial Google Play subscription.

I look forward to the "soonest possible" reply from the specialized team to authorize the full refund for the duplicate charges and finally close this matter.

Thank you again for the escalation.

Best regards,

Oleksii [removed]"

Hannah

Happy to help, @Oleksii Ug!

If you need anything else, please let us know.

Oleksii Ug

Hello team,

Just a final update for the community team and moderators:

I have formally rejected the final decision provided by the Payments Specialist (Wren) regarding the duplicate billing and the enforced cancellation of my original plan.

I have demanded immediate escalation to the VP of Billing to resolve this systemic error.

I am awaiting confirmation that the case has been successfully escalated above the Payments Specialist level. Thank you for raising the priority of my ticket. I hope this issue can be resolved quickly at the management level."