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Forum Discussion
Complaint Regarding Support Ticket #24753768
I am writing to express my deep dissatisfaction with the handling of my recent support request (Ticket Number: 24753768). My experience with your customer service has been exceptionally frustrating, and I feel compelled to bring these issues to your attention in hopes of a prompt and satisfactory resolution.
Last week, I contacted your support team concerning my inability to access my account due to an outdated email address.
My old email is no longer in use, and I sought assistance on how to recover or delete the associated Dropbox account.
During our correspondence, the support representative asked me to answer several security questions.
However, before I provided my responses, I was not informed that these security questions were solely intended to suspend the one-time verification code.
Moreover, the representative failed to mention that updating or changing the email address associated with my account was not possible before answering the security questions.
As a result of this oversight, my account's one-time verification code has been deactivated, leaving my account security in a more compromised state than before our interaction.
Since I am still unable to log in to my account, I respectfully request that you re-enable the one-time verification code.
Additionally, after the support representative escalated my ticket to another department, I have not received any further communication. This lack of response is highly unprofessional and suggests a disregard for customer concerns.
I would also like to address another matter that remains unresolved.
In my previous emails, I inquired about your company's inactive account policy.
My account has been inactive for over two years, which, according to your policy, should have led to its deletion. I have yet to receive a satisfactory explanation as to why this has not occurred.
This entire experience has been exceedingly disappointing. Not only was there a failure to provide essential information upfront, but there also appears to be an attempt to evade responsibility by ignoring my follow-up communications. I expect better from a company of your stature.
I urge you to take this complaint seriously and provide a clear and timely response. Specifically, I seek:
- Re-enable of the one-time verification code so I can regain access to my account.
- A detailed explanation of why critical information was withheld during my initial support interaction.
- Clarification regarding your inactive account policy, and why my account was not deleted after exceeding the inactivity threshold.
I appreciate your prompt attention to these matters and look forward to a resolution that addresses my concerns fully.
- Nancy
Dropbox Staff
Thanks for posting this on our Community today, anonymous.
I was able to locate your support ticket in our system and I’ve left an internal note on your behalf, so that our team can also see your comments here and take them into account.
As for the issue you’re experiencing with the one-time code, can you please clarify what you see exactly when trying to sign in to the Dropbox account now (after the security code requirement has been lifted) in order to delete it?
In general, please keep in mind that our support team has an average response time of one business day due to their workload, so it may not always be possible to reply back immediately.
Now, regarding your question about your Dropbox account’s inactivity, I’m afraid I can’t provide much either as this is a public forum and we don’t have any account visibility here in order to access such info. So, in this case, I’d definitely recommend waiting for our team’s reply on that.
Hope this clarifies things a bit and please let me know once you have more info regarding accessing your Dropbox account.
Thanks!
I've forgotten my password, so it is something like "invalid username or password".
I know exactly that according to your security rules, there may be no possibility to regain the access to the account or to delete the account without the email address.
That is why I just asked for re-enabling one-time verification code.
I do not think that it is a unresonable request since I passed the security questions.
If you can lift it, you can re-enable it.- Nancy
Thanks for clarifying that, anonymous! I will certainly pass this to our team and they'll take it from there.
I can see you've also created a separate thread in the meantime, so I'll check your comments there, too.
