Forum Discussion

patino's avatar
patino
New member | Level 2
4 years ago

Please cancel my subscription, can afford it and I've been trying to cancel for the last couple weeks, but it is very difficult to talk to anybody in the company. I submitted to many requests to have somebody to call me back and no answer 

  • Lusil's avatar
    Lusil
    Icon for Dropbox Staff rankDropbox Staff
    4 years ago
    Thanks for nudging us here, patino and TBdennis. 

    If you've already submitted a ticket via this link (from an incognito window), could you let us know the ticket ID (eg. #1234567)?
    • broke1's avatar
      broke1
      Explorer | Level 3
      4 years ago

      I'm trying to cancel my account but don't have the cancel button.  Your chatbot is useless and I'm beyond frustrated.  My chatbot case number is #12263828.  I'm close to reaching out to my CC company.  

      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        4 years ago
        Hi broke1, if you're not seeing an option to cancel the plan, then it means you're not on a paid account.

        What plan do you see on this page? Can you see any recent payments on your account here?

        Did you upgrade via the Dropbox site or the mobile app?

        This will help me to assist further!
  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    4 years ago
    As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

    You can do this by logging into your current account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible.

    Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.
    • broke1's avatar
      broke1
      Explorer | Level 3
      4 years ago

      Ticket #12268619 - Apparently you've been billing me for this for 3 years for a total of $375 according to my card company.  I've actually received a new card during that time and there's no evidence of other fraud.  Sounds like a billing issue on your side.  

      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        4 years ago
        Thanks for the ticket ID, I've added your comments to it and have prioritized it to expedite matters on your behalf.

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