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Forum Discussion
Unrecognized charges & how to cancel these?
I need help. Someone managed to get my credit card info and is using it to pay for their dropbox account. I physically cannot find a single way to cancel it and have now been paying it for four months. PLEASE HELP
- So I have almost a dozen fraudulent charges on my bank account and I keep going on circles trying to reach someone. Can anyone offer a contact email or phone number?
- Mark
Super User II
You need to contact your bank - somebody has stolen your card details and so they need to stop it and change it. If they are doing it here, they'll do it elsewhere.
- This has happened to me through PayPal. I need to dispute these charges. Should I do it through my bank or PayPal? Also, I refuse to pay $200 for something I will not and have not used or signed up for. Why is it so hard to find someone to help? Is all this a scam that dropbox does to take your money?
- Megan
Dropbox Staff
Hi Bre14444, let's jump right into this!
Have you tried to contact Dropbox Support directly for this?
You can visit the Support page while you're not signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.
Let me know more!
- Rich
npp26 wrote:
Someone managed to get my credit card info and is using it to pay for their dropbox account. I physically cannot find a single way to cancel it ...
You'll need to contact Dropbox Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank as well.
I'm already talking to the bank, but it seems they managed to get the info through a virtual wallet, so cancelling my card isn't going to do anything (working through that with the bank to figure out how to protect my account).
The issue I'm having with the site that is linked there is that they are searching for the charge associated with the email. Since that is not mine, the email for the ticket goes to the person who owns that account (i.e. not me), so I'm trying to submit one under my email account, but for which there is no charge (since it's not associated with my email, seeing as it's a free account). You can see how this is complicating issues. The fact that Dropbox has NO SUPPORT for this is ridiculous.
- Rich
npp26 wrote:
... they are searching for the charge associated with the email. Since that is not mine, the email for the ticket goes to the person who owns that account ...
Flip the email addresses on the form. Select Other, then enter your email address for the Dropbox account, fill out the rest of the form and be sure to include the other person's email address in the Other Details field, along with any other information. Be sure to mention it's fraud.
When you get a new ticket number, reply here with it and a Dropboxer might be able to check the status.
The fact that Dropbox has NO SUPPORT for this is ridiculous.They do have Support for this, and the steps I posted above is how to get it.
The same thing is happening to me. Can you please share what is being done to stop this? Someone purchased a professional account with my card and I've been trying to figure out what account it was on for the past four months. I finally saw the account it was associated with, but it's not any of mine. There is physically no way to get this cancelled, and it is infuriating.
I am also having trouble cancelling. My situation is a little different, but equally infuriating. I had automatic renewal for my subscription while in grad school. My account was under my school email address because I was using Dropbox for my doctoral dissertation. After I graduated, more than a year ago, my school took away that email address. I couldn't cancel Dropbox through that email, and I've tried calling Dropbox multiple times but don't get a live person. Last week, Dropbox took 214.92 out of my bank account at the automatic renewal time. I called again and again to try to fix the situation. The automated message said I'd have to log in. I can't with that email address! I don't have access to that email account anymore! I had a free Dropbox account, so I tried to access Dropbox help through that, but I could only do the typed chat through the sales department, and they said they had no way of connecting me with billing. They did, however, help me to make a help ticket, but it's been a few days now, and I've heard NOTHING. It seems only right and fair for Dropbox to refund me the 214.92 since I haven't used it for more than a year and because I had no way of cancelling it, either through my school email or over the phone. Getting help from Dropbox has been like repeatedly running into a brick wall. Beyond frustrating. I need this money back in my bank account. I hope someone at Dropbox is reading this and will look up my tickets and help me. There has to be a way to get my money back plus stop future automatic take outs. If you are a potential customer reading this, DO NOT sign up for automatic renewal. You'll get burned. I learned my lesson the hard way. 😞
- Megan
Hey @jjb512, thanks for posting here!
I definitely see where you're coming from and I was able to locate your ticket number reference. Hang tight, and agent will be with you shortly.
Thank you!
