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Forum Discussion
I cancelled my free trial, but I was still charged
I decided to try out Dropbox, so I went for the 30-day free trial. Once that ended, I never upgraded my plan, because as of now I don't use it that often. Anyway as of May 25, I was charged "$139.00" from Droppbox. I was confused because I never renewed anything, and made sure to cancel my 30-day subscription before the time was up.
I looked at my billing account on Dropbox and it said "There were no recent transactions" and looked at what plan I had. It said I had the basic plan, but the basic plan isn't even $139.00 yearly or even monthly. The basic plan is $119 yearly and $9.99 monthly even with the tax, where does the $139 come from?
I tried to dispute this transaction with my bank but my bank said that I needed to take it up with the company, (whichever that means.) I don't know who to contact because, on the Dropbox website, they're no clear email or phone number.
I just want my money back, because as of now I'm unemployed and that $139 could have helped me. The worst part is, is that I don't even need to use Dropbox anymore, because last month I needed it for a project. So why am I being charged for something I don't even use?
- Jay
Dropbox Staff
Hi ensaine, thanks for bringing this to our attention.
As you don't see any payments on your account, did you upgrade to the trial via the Dropbox site directly, or via the mobile app?
According to your bank statement, were you charged by Dropbox, iTunes or Google Play?
This will help me to assist further!
Originally, last month I went on my my desktop computer and went on the Dropbox website and applied for the 30-day free trial. This morning, I checked my bank statement and it said a transaction was made for "$139.00" from Dropbox. I never made this transaction I wasn't even on my computer on May 25th, when the transaction was made to Dropbox.
After finding this out, I was in shock so I went on my Dropbox account and it said I was on the basic plan, which I never signed up for. Even then, the basic plan yearly ain't even 139 so where did the 139 come from?
I tried disputing the transaction with my bank, but they said to dispute it with the company. I don't even know if this is possible but on your end, you can even look into my account, I haven't used Dropbox in a while, so I don't even know where this transaction of $139 came from. None of the plans listed for Dropbox has a $139 fee not even some of the advanced plans, so I don't even know what is happening.
Thank you for responding quite urgently to my message, I appreciate it because I would like to be a returning customer, I only wanted to try the 30-day free plan because I wanted to see if I'd like it.
I forgot to link my email in that post [email removed as per Community Guidelines]
- Hannah
Hey ensaine, I can see in one of the photos that you posted, that you have the transaction ID associated with the payment.
If you've tried searching for it and it doesn't give you an email address, can I send you an email, so we can investigate further?
Perhaps it's an account you forgot you had, or mistakenly created and upgraded.
It does give me the email it's my email. Yes you can send me an email. I only have one account
- Rich
Super User II
ensaine wrote:
It does give me the email it's my email. ... I only have one account
Are you sure? Check the email address reported in the transaction carefully, and compare it to the email address you see on this page. Are they identical? No extra characters in one of them? Look closely.
It gives me an email address, I only have one account. I am sure that I do not have multiple accounts. I only have one. I have not mistakenly upgraded or created. I would not go through all this trouble if I were not telling the truth. I never authorized this payment. How did someone get ahold of my credit card information through a website that is supposed to be secure? Because my email has two zeros in it, but in the transaction ID the email is the same but with three zeros, someone replicated my email. How is it even possible that you guys let it slide where it's possible for someone's credit card information can be used in multiple accounts isn't that suspicious. Additionally, my account still says I'm on the basic plan and I keep getting emails from Dropbox saying to upgrade my basic plan to plus plan. To be honest, it makes me furious, I just want this situation to be resolved because I do highly respect this company.
Is there someone on the Dropbox team that I can call, because it is very time-consuming to keep responding to the forum posts and emails with oddly spaced response times. I am sure it is a headache on your end as well. I'm pretty sure if I was able to talk to someone on the phone, it'd be more resourceful to sort this situation out. Instead of expanding this into days or even weeks just to come to a solution. Because we have been "communicating" since Friday morning and today is Monday afternoon. I also contacted my bank and they are doing their part on their end, and asked me on my part if I could get hold of someone on the phone instead of forum post because of it's unreliable of not talking to a human.
This is happening to me too man, it's a pain. Dropbox needs to improve its security, this is very unfortunate because it shouldn't even be possible for multiple accounts to be associated with the same credit cards. Even Spofity and Netflix and other companies have firewall protection where only one credit card number is associated with so many accounts. Dropbox needs to improve this.
