Child Item

Unknown charges on our credit card. How can I contact Dropbox about this?

I am absolutely done
I've gone through the whole Dropbox roundabout -
Login, search for payment ID, use credit card details - that didnt work

We even CANCELLED OUR CARD - and still the payments are coming out on our new card

Every month, we get 2 charges for Dropbox, and no one in our office is connected or has a paying account.

I've sent contact help bot messages
It seems we might need to start naming them - DODGY Drop box
I cant get out no matter how hard I try
It must be fraud if its this hard to get any kind of service from a business that can manage to take payments even after we have updated our Credit Card

Find more posts tagged with

Billing

Refunds

Comments

Walter

Hi @JacquiJR - sorry to hear you're having issues with this.

From what I gather you've already tried using our self-served look-up tool but it didn't help much.

If that's correct, please let me know if you'd like me to send you an email to have a further look internally and I'll use the email address that's linked to your profile here on our Community to reach out.

Thanks!

Jacqui

Yes Walter
We would be really grateful for any kind of service from Dropbox.
I have been working on this on and off for months, so we have quite the list of charges to discuss
What are next steps please?

Walter

Thanks for the cooperation @JacquiJR - I've just followed up via email, so please have a look at your inbox and we'll take it from there.

Rich

Jacqui wrote:
... a business that can manage to take payments even after we have updated our Credit Card

Just for future reference, this happens because your credit card company offers a service to businesses called a credit card account updater. It's purpose is to automatically update your recurring subscriptions with your new credit card details, should they ever change, so you don't miss any payments which could result in services being suspended.

If all you do is change the current card number, the credit card account updater will typically update your recurring payments automatically. To prevent that, you would usually need to close the account entirely, or submit a request to your card company to opt out of the service.

https://stripe.com/resources/more/what-is-a-card-account-updater-what-businesses-need-to-know

JacquiJR

Walter, you have tagged the wrong Jacqui. I did not write this complaint, though my name is Jacqui. :-)

I hope you can help the OP.

Walter

Thanks for pointing that out @JacquiJR - much appreciated.

And don't worry, we're already investigating this internally with the correct Jacqui (i.e. @Jacqui ).

Cheers!

Jacqui

I have been in contact with this issue in the past, and was promised the fraudulent accounts connected to our Credit card account would be fixed - we got a reply from Walter, and a refund, but this did not stop the charges, now we have 10 more we want a refund for and we want the access to our account to be stopped immediately
I've tried to reply to the emails, but as usual with Dropbox box it's nearly impossible to get help
We now have another $700 worth of fraudulent charges we would like to discuss

Megan

Hey @JacquiJR , sorry to hear about that!

I just sent you an email, and we'll take it from there. Thanks a bunch!

Mark

Jacqui wrote:
I have been in contact with this issue in the past, and was promised the fraudulent accounts connected to our Credit card account would be fixed

If its fraud you need to speak to your card company it is their job to sort it. After all..... we pay them enough for it!

JacquiJR

Hi Mark, you replied to the wrong Jacqui. Please use an uppercase J (I’ll try to go in and amend my username later).

I agree though, the credit card company will likely help take care of it

Mark

Argh!! Sorry.

How silly is it that you can have same username with 2 different cases?!

JacquiJR

No worries at all! User name amended.