Child Item

Loyal since 2014: Refused Retention Discount After Region Change Issues (#26150245)

Dropbox Plan
(Plus)
Payment Method
(Credit Card)
How did you upgrade?
(Dropbox website)

Ticket ID #26150245

I am a user with over 1.2 TB of data in my dropbox account and with a subscription dating over a decade going back to 2014 fresh out of college in Saudi Arabia.

I moved to Canada in 2024 and when I tried changing the billing address it asked me to cancel and by the time I got to it the timeline had passed and said cancellation will take place at renewal date a year alter. I was busy with life and was loyal to dropbox so I ignored it but kept it in my mind for 2026 renewal.

Come renewal time went through the same thing and I was told I will loose the file history, grand fathered benefits of a decade and I was upset at that and requested a way around to cancel the subscription and pay the right taxes (lower) and upgrade the account.

Connor is handling the ticket and what tipped me over was the cold shoulder that you have a full refund and "The grandfathered benefits are indeed lost any you might had as this is a new Dropbox subscription" no sympathy, no care just a blanket statement because cancelling and resubscribing is considered a new subscription just because dropbox does not allow changing country without cancelling your subscription and there is no other way.

I was told to wait last year and I was getting the same message this year, anyways I asked for a compensation, a discount of 50% which dropbox does in different scenarios although I did mention for all my trouble and loyalty giving me a pass for a year (free) should be considered and the response I got was even more upsetting.

"We cannot offer a free plan however you are free to create a trial under new different email address" so this is what you offer which anyone can do, so disrespectful, outrageous also free plan give 2GB only while I have over 1.2TB on my drive.

Also the following statement 2 sentences seem to say, I can download and move away from dropbox and no discount can be offered for the trouble a loyal customer of over a decade has provided, as if I am asked to leave dropbox, wouldn't dropbox want subscribing customers to stay on while it seems the customer service want to get rid of customers.

"You can go ahead and download your data of course at the time being the refund is already processed from our side.

Unfortunately there is no discount coupon which I can provide."

Additionally, a vague response on the taxes while the charges were weird, I was told I will be charged 119.88 and 131.87 in 2027 but got charged the 131.87 in 2026, the excuse was made about the taxes then why was it with the taxes included I was charged 119.88 in 2025. or is it that Dropbox is constantly upping their prices without informing customers cashing in their gullibility?

This was truly ever so upsetting and the tone in the response was dry, cold, with no remorse, concern or even a single sorry in a 379 word response from Connor as if I did not matter.

Dropbox has offered discounts and support on many levels, over here I was just told no with no explanation and no sorry, also the subscription as cancelled with a refund by Connor before responding to my queries in full.

I asked Connor how long (timeline) my message "Also, what is the timeline for my files before they are deleted (if ever they are deleted) since I would like the funds visible and usable on my credit card from the refund before I proceed with the upgrade which is definitely much more costly than the current plus plan that I am on."

The response: "The files will not be deleted automatically, however they remain inside your Dropbox account and you will be notified to re upgrade and then more and more emails regarding that then email about possible deletion, then more and more emails then final warning."

Yes, I know the files will be deleted where is the response to the timeline, seems like no effort was put in the response.

Being a member for over a decade I just created an account for the first time on the forum to reach out and find a solution.

Even an offer on the subscription under customer retention is provided which I was not as can be seen in an old post

Dropbox Plus subscription discount | The Dropbox Community

Also if you see, Search | The Dropbox Community here you will find that dropbox is offering discounts on multiple platform even offering that would have sufficed but an outright no is what I got without a sorry.

Also, I am no longer eligible for chat support as my account is downgraded, where I think since I clearly mentioned I would like to continue with updated address and location change I should have continued support so going from instant support to 48 hours response time.

Mess after Mess, I feel so devalued and disrespected.

Ticket ID #26150245

Find more posts tagged with

Cancellations

Downgrade

Billing

Refunds

Accepted answers

jadulhaque

Hello @Hannah,

Thank you for the help and support. Ned got in touch with me from Billing supported me in viewing of the bills that were missing from my billings page and also for the trouble supported me in getting a discount in not only the renewal but an upgrade of the plan to a Family plan.

I am ever so grateful for your help in escalation and Ned in assisting in the right manner making me feel valued in his tone and support.

Thank you from your DropBox loyal customer

Jad Ul Haque

All comments

Megan

Hey there, @jadulhaque, I'm really sorry for the inconvenience this situation has caused.

I've taken the time to review your communication with our support team, and I can see that your #26150245 ticket number is still ongoing.

The best course of action is to continue via email with any follow-up questions that you might have. Feel free to reply back to the agent working on your case since they have more advanced tools, and account visibility in order to assist you with this.

In order to help the situation as much as I possibly can, I have left an internal note to the agent working on your case, and shared any info with them from our communication in order to expedite the situation.

Keep in mind that I also changed the priority to "High" and made sure your feedback has been noted, and shared internally.

If anything else comes up, please don't hesitate to reach out.

jadulhaque

Hello Megan,

Thank you for reaching out and providing a swift response and show of concern, means a lot at this point.

As you may have noted in the ticket, I get one (1) response a day without getting answers on all my queries.

Second was the attitude without showing care or concern as if no effort was put in towards a customer and dare I say, if that is how a veteran customer is treated how are customers who are fairly new treated.

Thank you again for responding to me and showing concern pushing my request to a "HIGH" priority, I appreciate it.

Best Regards,

Jad Ul Haque

jadulhaque

Hey Megan,

Please see the response below, again such a monotone without answers.

ConnorDropbox Support • 5 days ago

Hi Jad,

Thank you for reaching out to Dropbox Support again.

I just saw that you shared your concerns with community.

I will go ahead and reply on all the concerns both on that thread and also on your reply to the ticket.

As you mentioned that you wanted a refund on the previous responses and that you were eligible to receive it and you also confirmed earlier, so I processed it.

In order to buy the Family plan you would need to follow this link https://www.dropbox.com/family and then select the option to get the plan.

Discounts and coupons are becoming available with automated system if you dont see them as pop up you are not eligible, moreover different vendors and collaborators offers coupons and discounts but I do not have a full list of them available.

I am so sorry to hear that you are sad, I understand that you are a loyal customer, the only way to change region and currency however is via downgrade and re upgrade which ended up losing any grandfathered benefits you may had.

While I am at the highest point of hierarchy, I am actively working with my team so you can receive the best support experience possible.

The difference between 119.88 and 131.87 is only tax which we just collect to give to the needed authorities.

The explanation of the free trial is to have at least a month free of a plan so you would not pay for that month while you can move the data between Dropbox accounts.

I do not have a precise timeline of data deletion, unfortunately.

If your account goes over your storage space quota, our support team may contact you and let you know that you need to remove files to get back under quota.

If you don’t bring your account under quota, your least recently modified files first may be deleted to bring your account under the limit. Only files you own will be removed. We’ll notify you before this happens to give you an opportunity to save your files. Learn more about exceeding your storage.

Regarding your second reply

The discounts are offered via your Dropbox account and presensted as a pop up.

You can view your Dropbox invoices and transaction history on the Billing tab under Manage account:
https://www.dropbox.com/manage/billing

Please note that there will be two links per transaction: one for your receipt and one for your invoice. If you'd like to see an invoice or receipt for a specific transaction, click on the respective links for that payment entry.

Please keep in mind that I'm only an email away so feel free to reply to this message, letting me know if you have any additional questions, and we can take it from there.

Regarding your community thread response.

I totally understand your case and your position, I really do, and I am really working on direction to assist you, that was the intention and efforts put from the very first moment.

Please keep in mind that I'm only an email away so feel free to reply to this message, letting me know if you have any additional questions, and we can take it from there.

Regards,
Connor

PS: Check out our library of quick videos that’ll teach you how to get the most out of your account:
https://help.dropbox.com/learn/video-tutorials

jadulhaque

Below is my response to him

XXXXXXXXXXXXXXXXXXXX

Hey Connor,

Just mentioning I am a loyal customer and moving on does not suffice and good to know about your treatment of customers who are means to an end only without the due respect, automated discounts are just to pull new customers and I am not a new customer.

Also, Connor please learn to respect customers by reading their concern to the fullest before copy pasting generic responses, my concern was with the old billing pre 2025 not showing up in my account anymore and all you did was direct me to the billing page from where I was looking and sharing my concern for.

Where are my invoices and receipts from 2014 onwards? I ONLY see 2025 and 2026 now.

So you are the CEO? you do not have a supervisor, team lead, department manager, regional manager, director, CEO none of them above you in your hierarchy?

Please connect me with someone?
Best Regards

XXXXXXXXXXXXXXXXXXXXXX

I am amazed that DropBox has nothing for customer loyalty, does not go into the effort of treating the veteran customers right and Connor is the CEO of DropBox.

Only way for the DropBox is if I get a popup for a discount or else nothing, so I am just a number in your balance sheet with no emotion?

Funniest thing was I feel like I was treated like a baby when I was told how to check my receipts when my question was about the old invoices and receipts that are no longer visible.

This is the respect, no value for loyal customers not even the curtesy to read the message and respond accordingly to the query and not just copy paste generic responses.

P.s. Please look at the invoices where I am told that the value difference is due to the TAX but look at this below is 2025

and now below is 2026

The pricing changes where Connor insists that the price difference is the TAX ONLY not the price of the plan.

I am not sure if it is stubbornness or an ego thing at this point.

Best Regards,

Jad Ul Haque

Hannah

Thanks for keeping us updated here, @jadulhaque.

I've passed all your feedback to the agent working on your case, so make sure to keep an eye on the email chain for further updates.

jadulhaque

Hello @Hannah,

I am ever so grateful for your help in escalation and Ned in assisting in the right manner making me feel valued in his tone and support.

Thank you from your DropBox loyal customer

Jad Ul Haque

Hannah

Thanks for the update here, Jad!

I'm very happy to see that you got the help that you wanted and that your issue was resolved.

If anything else comes up, don't hesitate to let us know.

Have a great day!