You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.
Forum Discussion
Upgrade paid for and not activated for my account.
Yesterday I paid ~£100 to upgrade to DB Plus via my laptop browser directly on the DB website. The money left my account and the subscription showed as changed on my account page but the storage limit did not change from the free account limit I had.
Logging in today my subscription no longer shows as a Plus account - now it says a free account and there is no record of my having upgraded it aside from the ~£100 that has left my bank account.
I do not have multiple accounts or multiple emails addresses registered with DB. I have attempted to re-login via both laptop browser and my iOS app.
The customer service chat bot will not let me speak to any agents as that privilege is reserved for paying subscribers. The bot will also not provide me with any complaints contact information.
To sum up, DB has taken my money then given me nothing and told me I can't complain because I haven't given them any money.
Please respond to help
- Rich
Super User II
steverice102 wrote:
Yesterday I paid ~£100 to upgrade to DB Plus via my laptop browser directly on the DB website. ... the storage limit did not change from the free account limit I had.
What was the payment method that you used? No details... just the type; credit card, PayPal, etc. Is there any record of the transaction on this page?
Hi Rich
I used a debit card. There is no record of the transaction on that billing management page - which is strange as the money is showing in my banking app as having been transacted to Dropbox.
If it helps, there was a significant lag in the transaction on the DB website - it took a long time to generate the approval request via my banking app (which I approved).
If the transaction somehow stalled or failed I would understand - the part I don't get is why the money still went out to DB.
Following HOURS of time wasted navigating this community - I'm unable to come to any other conclusion other than Dropbox has stolen my money. To get my stolen money back will now take further hours of time, most likely spread over weeks going through the banks to resolve. Before you consider that statement dramatic - the facts are:
Having been hounded by pop-up banners for months to upgrade, as I was nearing my free space limit, I finally clicked to pay for DB Plus. I opted to pay for the full year. This was via the website itself on a browser - not apple or any other middle man - using a debit card. The transaction completed and the money left my account marked as 'Dropbox' on my online banking.
24+ hours later and NOTHING changed to my account - I am still marked a 'free' account with no more storage AND no record of the transaction on my billing page. As my login is classed incorrectly as a 'free' subscriber, I am not allowed to engage directly with DB customer support - NOT EVEN BY EMAIL. I do not have multiple emails or old emails associated with my account - it is one account with one email - no account confusion at the bottom of this.
I'm left with literally no alternative other than to report the transaction as fraud to my bank (which in fairness, it absolutely is) in the hopes I can recover the lost funds and find an alternative provider. Make no mistake, irregardless of it being a well known and established company - this is by definition theft, as they've built a very deliberate wall around themselves to block any form of contact, even after ripping people off.
If anyone on here can explain why this may have happened or knows how to resolve it would be much appreciated. If not, I'm left only with action via my bank.
- Rich
steverice102 wrote:
I am still marked a 'free' account with no more storage AND no record of the transaction on my billing page.It's not fraud, or theft, or anything else malicious. Either there's a glitch and Support will need to assist you, or Dropbox simply hasn't received the funds yet (not all transaction types are instant).
First, I'd look at your statement for the charge and see if it has a transaction number. If it does, enter it on this page and verify you've upgraded the correct account.
If you don't have a transaction number, are unable to look it up, or anything else, you need to contact Support directly and they'll take care of you.
To contact Support, 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.
- Already tried this route while logged out Rich (I found another of your response offering this advice to someone else) - all I found was yet another elaborate click loop that takes you to another series of FAQs.
There is no direct contact route of any kind I can see, even when logged out.
Hence my clear and justified outrage at being taken for a large sum of money with no way to even reach the company.
I entirely agree it’s not likely to be malicious or even deliberate - but that doesn’t make it not theft and the lack contact route any less aborant business practice.
