My 12-year-old daughter paid for a plan without my consent, and Dropbox won't refund me for it

Question

Dropbox Plan

(Plus)

Payment Method

iDeal

How did you upgrade?

Trough website without my dad's consent

Question or Issue

They refuse a refund while this account is free only use my daughter of 12 is a minor and used my payment method to buy and upgrade her account. I will go to the police station and make a report that they took payment from a minor and pursue legal action. I called Dropbox immediately after my daughter told me she did pay to upgrade her account and I was billed € 119,88 this was done without consent.

This was the second response

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Calling the bank like they state is absurd they have to make the refund directly from their account.

My account will be renewed yearly automatically in January

I asked them instead of refunding me directly to use the payment for my account and cancel and make my daughter's account a free account again.

You would think problem solved

Megan · Answer

Hey @Karma2013, let's jump right into this!

I did some digging and it seems your case was escalated to our specialized agents to see if they could help on their end.

In addition to that, I can see some further updates on the ticket that date back to December 12th. If you check your email, can you see Jen's update on your ticket?

Let me know more, and we'll take it from there!

Mark · Answer

Karma2013 wrote:My account will be renewed yearly automatically in January

Cancel the upgrade so that it does not go out: https://help.dropbox.com/plans/downgrade-dropbox-individual-plans

In terms of the actual issue, Dropbox has no way at all of knowing it's a 12-year-old making the payment. Security of accounts/passwords etc. is down to the individual I'm afraid. You need to secure your accounts so they cannot be used on this and other sites. This isnt a Dropbox issue I'm afraid - its down to your daughter doing something she shouldnt as well as having acess to things she shouldnt.

Karma2013 wrote:I asked them instead of refunding me directly to use the payment for my account and cancel and make my daughter's account a free account again.

As a work around on this, although a bit messy, swap emails on the accounts. You will need a third one to temp move things around with, but thats easy enough to do. Then you can just move the data between the accounts so that its correct.

Rich · Answer

Karma2013 wrote:Calling the bank like they state is absurd they have to make the refund directly from their account.

Dropbox has a policy which states Dropbox fees are typically non-refundable. It's even listed in their terms. Because of this, the fastest way to resolve this will likely be to contact your bank directly.

As for the unauthorized use of your iDeal account, that's something that you would need to discuss with them directly. Dropbox has no control over that process.

Karma2013 wrote:I asked them instead of refunding me directly to use the payment for my account and cancel and make my daughter's account a free account again.

They can't do that. Payments can't be transferred between accounts. However, you can easily downgrade your daughter's account by following these instructions. Just know that this won't result in a refund, and her account would retain the paid benefits until the next billing cycle, at which point the account would downgrade back to a free Basic account.