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I can't see a full refund as mentioned on my existing Support ticket. Why?

Ticket #25863456

I found out that Dropbox had been taking money from my account using expired card details, without my consent or permission, or having provided them any new, valid payment details.

I raised this issue, and on Dec 31, 2025, Louis said he took some steps to resolve this, including:

"Issued a full refund of £79.96, which should appear in your account within 3–5 business days depending on your bank"

It has now been more than 3-5 business days and I have not received the full refund as promised. I tried to reply via the customer portal but it said I no longer had access to it. I tried to reply via email, as they said I could, e.g. "If there’s anything else I can help with, just reply to this email and I’ll be happy to assist." So I did, and got this email back:

"Hi,

Thanks for reaching out to Dropbox support. Replies to this email are routed to an unmonitored inbox and will not be answered by our support team."

This is absurd. Thanks.

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Megan

Hi there, @jm311, sorry to hear about that!

I went ahead and created a ticket on my end for you. That way I'll have visibility and I'll be able to check your previous communications, and account info.

Reply back to me, and I'll be more than happy to help out as much as I possibly can.

Thanks a bunch!

Rich

jm311 wrote:
I found out that Dropbox had been taking money from my account using expired card details, without my consent or permission, or having provided them any new, valid payment details.

For future reference, that's not how most subscription services work.

In most cases when you have a recurring subscription and your card details have expired, your credit card company updates the subscription service provider with your new card details. This is called a card account updater and it's a service provided by your credit card company. The intent is to help maintain your subscriptions when your card details change.

Simply put, you can't just leave an expired credit card on file and expect that your subscribed services will stop due to a failed transaction. The service simply reaches through the credit card network and requests updated information. If your card company has updated information, the service receives it and continues to charge you to maintain your subscription.

Again, this is a service provided by the card companies, not Dropbox. If you don't want this happening with your cards, you need to opt out of the service with your card company.

jm311

So when Dropbox explicitly tells me that I need to update my card details in order to keep my subscription, the laws of reasoning and logic don't apply? If I need to do A in order to keep B, then I don't do A, and magically B keeps taking my money, then it's clearly not my fault that I've been lied to or misled by Dropbox. Now multiple times, as they said they'd give me a full refund and I've not yet received it despite more than enough time having passed for it to clear in my account.

jm311

Also at this stage, the issue is that they said they had already issued a full refund that should have cleared into my bank account by now, which they haven't actually done, but thank you for your input.

Hannah

Hey @jm311, from what I can see, Megan has opened a ticket for you, to investigate this situation further.

Once she has more info, she'll get back to on that email chain.

Thanks for your patience and if you need anything else, let us know!

Rich

jm311 wrote:
So when Dropbox explicitly tells me that I need to update my card details in order to keep my subscription, the laws of reasoning and logic don't apply?

When a subscription service tries to charge you and it fails due to an expired card, it attempts to request updated card information. If your card company offers that ability, they'll provide the new card details to the service and they'll try to charge you again. If your card company doesn't offer that ability, the service can't charge you and likely terminates the subscription.

Dropbox likely displays that message so you know that there may be an issue and you can take action ahead of time, either by updating your payment details or by cancelling your subscription.

Relying on an expired card to cancel a service due to non-payment is not how a cancellation for any service should be handled. Nine times out of 10 you'll just keep getting charged. The same can happen for automatic payments from a bank account (ACH). You can withdraw all funds and close the account but if you don't cancel the service that's charging you, the bank can just reopen the account and continue to pay the recurring charge, causing a negative balance that you would be responsible for.

Ultimately, it's a person's responsibility to cancel subscriptions themselves.

jm311

Thanks for your input, but what you're saying, "that there may be an issue" is not what Dropbox said. In the UK it's illegal to mislead consumers like that.

Also, I thought I'd search my email history to see if there was any elaboration about this, and it turns out I did cancel it back in September, which is what I originally had thought:

Regardless, the real current issue is that they said that they had issued a full refund on Dec 31, 2025, but I have not received that.

Rich

jm311 wrote:
Regardless, the real current issue is that they said that they had issued a full refund on Dec 31, 2025, but I have not received that.

Reply back to the ticket that Megan created for you so they can look into the issue for you. That won't get resolved here on the forums as it involves sensitive account information.

jm311

I have.

jm311

Just to keep everyone updated, I've had 2 messages from Megan via the Dropbox support system on a new ticket, both asking me to email back to confirm my identity, which I have, and nothing else, no other updates, no full refund back, despite being told on the 31st Dec that Louis had just issued the refund.

Megan

Hey @jm311.

I just replied back to your email. Kindly keep in mind that support has approximately a 24-hour window to handle your request depending on the case. I'm mentioning this for future reference.

Thanks a bunch, I appreciate your patience while we work on your request.

jm311

I opened this request 4 days ago, but thank you for finally forwarding it on to someone who can take action on it.

jm311

Hi @Megan, just wondering why I'm seeing on my banking app that Dropbox is still trying to charge me right now after all of this, and after receiving multiple emails/messages from Dropbox and from your support team confirming that my subscription's been canceled...?

Please can you make sure I'm not charged, and my subscription is still canceled? I really don't know what more to say at this point.

jm311

Hi,

I had some issues a while ago about Dropbox charging me after canceling and was assured from customer support my account was canceled. But after all of that and finally getting my money back, I've just seen on a fresh charge on my banking app to Dropbox.

Here's my previous thread about it where I thought it was (finally) resolved, just bumping this through here so it gets seen.

I can't see a full refund as mentioned on my existing Support ticket. Why? | The Dropbox Community

#Daylightrobbery

Mark

The only people who can help is Dropbox - have you replied to the tickets that were previously opened?

jm311

Hi, yes I did, and I got this:

jm311

Hi @Megan, just trying to flag this up again here as I've tried emailing a reply to the previous ticket and got an automated reply saying that your inbox isn't monitored (despite me using it before). I've seen a charge on my bank from Dropbox again, I don't know how many times I need to cancel or get confirmation from your support team that they're making sure everything's canceled, but it would be great if you guys stopped trying to rob me. Thanks.

Megan

Hey @jm311!

Can you tried to contact Dropbox Support directly for this?
If you open an incognito or private window, where you aren't logged into any Dropbox account, you can submit a ticket via this support page.
Once you've sent your request, feel free to send me the ticket number, in order for me to locate it on my end. Having said all that, if you come across an issue, I'll be more than happy to reach out to you instead.
Let me know more!