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Explorer | Level 4

2 years ago

Solved

Support for rogue billing charges

Hello, I have charges on my credit card from dropbox, but do not have an active account with a paid plan. Since I do not have a paid plan I cannot get support in any way. I tried using the "Billing...

Billing

Payments

ArchiJo

New member | Level 2

2 years ago

This is just like what happened to me!

I have just realised that I have been charged £8.99 each month on my credit card - it shows up as Apple.com/bill - we don't have any Apple devices or subscriptions - I spoke to Apple and they confirmed (eventually) that it is for a Dropbox subscription. I only have Basic Dropbox, as does my husband and my son, so cannot see any reason for this charge. I was (eventually) able to stop future charges (hopefully).

However £8.99 has been charged to my credit card every month since October 2019, and (while there is clearly a lesson in there for me to check my credit card bills more carefully) we clearly have not used this subscription, so now I want to find out how to get a refund.

I would really appreciate any help on how to speak to an actual person at Dropbox.

Thanks!

Megan
Dropbox Staff
2 years ago
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Hi ArchiJo, thanks for posting here today!

Based on the info you provided, you mentioned that the charge was coming from the App Store from an iOS mobile device.

Due to the way that App Store purchases are handled, we are unable to provide refunds directly for iOS in-app purchases. I would have to redirect you back to Apple in order to pursue a refund.

Thank you so much!
- ArchiJo1
  Explorer | Level 4
  2 years ago
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  I already spoke to Apple and they said that because it is a 'subscription' it needs to be refunded by Dropbox, not them.
  You at Dropbox will be able to see that none of the storage that was presumably available through this erroneous Dropbox Plus subscription has been used.
  Also - why could I not log back in to this forum using the same name as before?
  When I type in my username I keep getting the message 'That username is already taken.'
  I know that shouting at the computer, 'Yes, it is taken, by me - let me in!' won't help - can you tell me what would?
  Thanks.
  ArchiJo/ArchiJo1
  - Rich
    Super User II
    2 years ago
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    ArchiJo1 wrote:
    
    When I type in my username I keep getting the message 'That username is already taken.'
    
    You likely weren't trying to sign in. You were creating a new account and the system wouldn't let you because the name you entered is already taken. Make sure you're using the correct form to sign in.
KAYEMARIE
New member | Level 2
2 years ago
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YES, ArchiJo,
How did you get this stopped? I too have-not noticed the billing for years.. .my bad for not being Detailed.

It is impossible to connect with a real person from this site! SO FRUSTRATING.
- Jay
  Dropbox Staff
  2 years ago
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  HI KAYEMARIE, did you try the steps provided by Rich to contact the billing team for them to investigate this matter in more detail?
Laura52
New member | Level 2
2 years ago
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Same here, frustration at an all time high. And cannot get anywhere online. And no I do not want to chat with your BOT!!!
- Hannah
  Dropbox Staff
  2 years ago
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  Hey Laura52, sorry to hear about this.
  
  If you'd like to reach out to our support team about a billing issue, please open a private browsing/incognito window and go to the following page:
  
  https://www.dropbox.com/support/billing-issues
  
  Do send us your ticket number, once you have it, so we can look it up on our end too.
  
  I hope this helps.
  - Simina1
    Helpful | Level 6
    2 years ago
    Copy Link
    none of these messages help at all. What percentage of dropbox's revenue comes from people who are unable to cancel their accounts/

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Since I do not have a paid plan I cannot get support in any way. I tried using the \"Billing...","body@stringLength":"629","rawBody":"

Hello, I have charges on my credit card from dropbox, but do not have an active account with a paid plan. Since I do not have a paid plan I cannot get support in any way. I tried using the \"Billing Help Request\" page, but my submission thus far has been ignored for over 2 weeks. If my credit card is being charged how can I get to talk with someone (phone, etc) to sort out this issue? There is no phone number for support, and no way to submit a ticket without a paid plan.

This is most likely an old business email account that still is active, but I no longer have access to.

","kudosSumWeight":1,"postTime":"2023-03-31T13:07:00.322-07:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:Billing","text":"Billing","time":"2022-10-10T09:34:32.059-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:Payments","text":"Payments","time":"2018-07-16T04:16:22.804-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:673310_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":22459},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[],"body":"

This is most likely an old business email account that still is active, but I no longer have access to.

"},"Conversation:conversation:673310":{"__typename":"Conversation","id":"conversation:673310","solved":true,"topic":{"__ref":"ForumTopicMessage:message:673310"},"lastPostingActivityTime":"2024-02-10T07:30:24.049-08:00","lastPostTime":"2024-02-10T07:30:24.049-08:00","unreadReplyCount":43,"isSubscribed":false},"ModerationData:moderation_data:673310":{"__typename":"ModerationData","id":"moderation_data:673310","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":"member"},"Revision:revision:673310_1":{"__typename":"Revision","id":"revision:673310_1","lastEditTime":"2023-03-31T13:07:00.322-07:00"},"ForumReplyMessage:message:674813":{"__typename":"ForumReplyMessage","id":"message:674813","conversation":{"__ref":"Conversation:conversation:673310"},"author":{"__ref":"User:user:1664141"},"revisionNum":1,"uid":674813,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001018"},"subject":"Re: Support for rogue billing charges","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:674813"},"parent":{"__ref":"ForumTopicMessage:message:673310"},"body":"

This is just like what happened to me!

I would really appreciate any help on how to speak to an actual person at Dropbox.

Thanks!

","body@stringLength":"876","rawBody":"

This is just like what happened to me!

I would really appreciate any help on how to speak to an actual person at Dropbox.

Thanks!

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Thanks for the ticket number, blac0177!

I was able to locate the communication and I can see that one of our agents has already contacted you.

If you need anything else, please let us know.

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Thanks for the ticket number, !

I was able to locate the communication and I can see that one of our agents has already contacted you.

If you need anything else, please let us know.

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Support for rogue billing charges","moderationData":{"__ref":"ModerationData:moderation_data:674819"},"body":"

Hi ArchiJo, thanks for posting here today!

Based on the info you provided, you mentioned that the charge was coming from the App Store from an iOS mobile device.

Due to the way that App Store purchases are handled, we are unable to provide refunds directly for iOS in-app purchases. I would have to redirect you back to Apple in order to pursue a refund.

Thank you so much!

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"218","kudosSumWeight":0,"postTime":"2023-04-06T04:03:59.381-07:00","lastPublishTime":"2023-04-06T04:03:59.381-07:00","metrics":{"__typename":"MessageMetrics","views":20156},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:673310/message:674819","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDUyOjF8aW50LDY3NDg1Niw2NzQ4NTY","node":{"__ref":"ForumReplyMessage:message:674856"}}]},"customFields":[],"editFrozen":false,"body@stringLength":"747","rawBody":"

Hi , thanks for posting here today!

Based on the info you provided, you mentioned that the charge was coming from the App Store from an iOS mobile device.

Due to the way that App Store purchases are handled, we are unable to provide refunds directly for iOS in-app purchases. I would have to redirect you back to Apple in order to pursue a refund.

Thank you so much!

I already spoke to Apple and they said that because it is a 'subscription' it needs to be refunded by Dropbox, not them.

You at Dropbox will be able to see that none of the storage that was presumably available through this erroneous Dropbox Plus subscription has been used.

Also - why could I not log back in to this forum using the same name as before?

When I type in my username I keep getting the message 'That username is already taken.'

I know that shouting at the computer, 'Yes, it is taken, by me - let me in!' won't help - can you tell me what would?

Thanks.

ArchiJo/ArchiJo1

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"postTime":"2023-04-06T06:25:33.092-07:00","lastPublishTime":"2023-04-06T06:25:33.092-07:00","metrics":{"__typename":"MessageMetrics","views":20144},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:673310/message:674856","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxfDUyOjF8aW50LDY3NDg2Myw2NzQ4NjM","node":{"__ref":"ForumReplyMessage:message:674863"}}]},"customFields":[],"editFrozen":false,"body@stringLength":"640","rawBody":"

I already spoke to Apple and they said that because it is a 'subscription' it needs to be refunded by Dropbox, not them.

You at Dropbox will be able to see that none of the storage that was presumably available through this erroneous Dropbox Plus subscription has been used.

Also - why could I not log back in to this forum using the same name as before?

When I type in my username I keep getting the message 'That username is already taken.'

I know that shouting at the computer, 'Yes, it is taken, by me - let me in!' won't help - can you tell me what would?

Thanks.

ArchiJo/ArchiJo1

ArchiJo1 wrote:
\n
When I type in my username I keep getting the message 'That username is already taken.'
\n

You likely weren't trying to sign in. You were creating a new account and the system wouldn't let you because the name you entered is already taken. Make sure you're using the correct form to sign in.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"repliesCount":5,"postTime":"2023-04-06T06:45:07.293-07:00","lastPublishTime":"2023-04-06T06:45:07.293-07:00","metrics":{"__typename":"MessageMetrics","views":20119},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:673310/message:674863","customFields":[],"readOnly":false,"editFrozen":false,"body@stringLength":"557","rawBody":"

wrote:
\n
When I type in my username I keep getting the message 'That username is already taken.'
\n

YES, ArchiJo,

How did you get this stopped? I too have-not noticed the billing for years.. .my bad for not being Detailed.

It is impossible to connect with a real person from this site! SO FRUSTRATING.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"213","kudosSumWeight":0,"postTime":"2023-08-03T09:49:07.163-07:00","lastPublishTime":"2023-08-03T09:49:07.163-07:00","metrics":{"__typename":"MessageMetrics","views":648},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:673310/message:703774","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDUyOjF8aW50LDcwMzc3Niw3MDM3NzY","node":{"__ref":"ForumReplyMessage:message:703776"}}]},"customFields":[],"editFrozen":false,"body@stringLength":"245","rawBody":"

YES, ArchiJo,

How did you get this stopped? I too have-not noticed the billing for years.. .my bad for not being Detailed.

It is impossible to connect with a real person from this site! SO FRUSTRATING.

HI KAYEMARIE, did you try the steps provided by Rich to contact the billing team for them to investigate this matter in more detail?

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HI , did you try the steps provided by to contact the billing team for them to investigate this matter in more detail?

Same here, frustration at an all time high. And cannot get anywhere online. And no I do not want to chat with your BOT!!!

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"135","kudosSumWeight":0,"postTime":"2024-02-09T07:51:21.493-08:00","lastPublishTime":"2024-02-09T07:51:21.493-08:00","metrics":{"__typename":"MessageMetrics","views":505},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:673310/message:750252","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDUyOjF8aW50LDc1MDI3Miw3NTAyNzI","node":{"__ref":"ForumReplyMessage:message:750272"}}]},"editFrozen":false,"body@stringLength":"140","rawBody":"

Same here, frustration at an all time high. And cannot get anywhere online. And no I do not want to chat with your BOT!!!

Hey Laura52, sorry to hear about this.

If you'd like to reach out to our support team about a billing issue, please open a private browsing/incognito window and go to the following page:

https://www.dropbox.com/support/billing-issues

Do send us your ticket number, once you have it, so we can look it up on our end too.

I hope this helps.

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Hey , sorry to hear about this.

If you'd like to reach out to our support team about a billing issue, please open a private browsing/incognito window and go to the following page:

https://www.dropbox.com/support/billing-issues

Do send us your ticket number, once you have it, so we can look it up on our end too.

I hope this helps.

none of these messages help at all. What percentage of dropbox's revenue comes from people who are unable to cancel their accounts/

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none of these messages help at all. What percentage of dropbox's revenue comes from people who are unable to cancel their accounts/

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