Unable to receive refund although I have a 14-day right of withdrawal in the EU for iDEAL payment

Question

Hello, I need help with my current situation. I bought a Dropbox subscription and shortly thereafter I realized I didn’t need it so I immediately cancelled it. I’ve requested a refund and contacted support multiple times but they keep telling me to contact my bank. Because I paid with iDEAL my bank cannot provide a refund and Dropbox has to provide it. This is also clearly stated on the iDEAL official website, but still I keep getting the same automated answer from support despite me explaining how the bank cannot provide a refund. This conduct is not complying with EU consumer law and I honestly feel scammed. I would like to get a solution and refund instead of being redirected to my bank by support.

Hannah · Answer

Thanks for your update, @Geïrriteerd.

Your comments have been passed along to our team and like my colleague Nancy suggested, if you want to continue pursuing this, please reply back to your ticket with our support team, to see if there's anything else that can be done.

Let me know if you have more questions.

Geïrriteerd · Answer

Hello Nancy, thank you for your reply. I have already contacted my bank multiple times and the response has consistently been: “We cannot process a refund because the payment was made with iDEAL.”

Nancy · Answer

Hi @Geïrriteerd, thanks for posting this on our Community and I'm sorry to hear about your experience.

I’ve already located your support ticket in our system and left an internal note to our team on your behalf. So, if you have any follow-up questions, I'd definitely recommend getting back to them in the same email thread.

Other than that, can you please clarify if you’ve already double checked this directly with your bank, and they also said they couldn’t issue a refund for this charge?

I know you mentioned that you can see the no-refund policy on the iDEAL official website; I just wanted to confirm what your bank has said as well, and go from there.

Let me know.