Dropbox, Inc.

The company has resolved this issue. Thank youSent from my iPhone

Hi there,My name is [redacted] I’m a specialist on the Dropbox Customer Experience team. We received notice that you recently filed a case with the Revdex.com case.We’d like to help you with the issue you’re experiencing. However, I couldn’t find a Dropbox support request from...

the email you used with the Revdex.com. If you’d like help with your issue, please reach out to us directly at [redacted].Thanks for taking the time to reach out to the Revdex.com.Regards,[redacted]s, Dropbox Customer Experience Specialist

Hi there,My name is [redacted] and I’m a specialist on the Dropbox Customer Experience team. The Revdex.com let us know that you recently filed a case with them.I found the support ticket you opened with our support team. One of our support agents has reviewed and responded to your request. If you have have further questions or concerns, please reply to that request or contact us again at [redacted]Thank you for taking the time to reach out to us and the Revdex.com.Regards,[redacted] Customer Experience Specialist

Initial Business Response /* (1000, 5, 2015/08/13) */
Hello [redacted],
I apologize for any confusion this process has caused, however, I have responded to every support ticket that you have submitted and had not received a direct response from you which contained the billing information that I had...

requested. I have requested that you resubmit this information so that I may look further into the charges associated with your Dropbox Pro subscriptions.
If you are not willing to provide this information, you can also manually cancel your Dropbox Pro subscriptions by signing in to the accounts in question and downgrading the account from the following page:
https://www.dropbox.com/downgrade
Please let me know if there's anything else I can assist you with. You can contact us at [redacted]@dropbox.com
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have submitted the information he has asked for at least 3 times. I have asked for a phone number so I can verbally give him the information which he will not provide.
Y. [redacted]
Final Business Response /* (4000, 10, 2015/08/17) */
Hi [redacted],
Thanks for your response!
Unfortunately, we are not equipped to provide phone support at this timeI apologize for any inconvenience this may cause.
Additionally, as it happens, we have not received a response from you which contains the requested information required to verify the payments associated with your Dropbox accounts. Therefore, in order to proceed, you will just need to resubmit the following information:
Card type
First six digits of the card
Last four digits of the card
Full name on the credit card charged
Date of charge
Amount charged
Billing postal code
You can contact us at [redacted]@dropbox.com or at the following page:
https://www.dropbox.com/support
Please let me know if you have any further questions.
Regards,
[redacted]
Final Consumer Response /* (3000, 13, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent the following information to GUY three times.
Card type
First six digits of the card
Last four digits of the card
Full name on the credit card charged
Date of charge
Amount charged
Billing postal code
They just do not want to resolve this issue. I am tired of repeating myself. If he cannot call me by phone and take the info then I don't know what else to do. I can provide EVERY email I have sent to him with the above information that they say they have not gotten. He sends me an email saying he has not gotten my info which I respond to with the info and he responds back to the same email saying he has not gotten my info. From the other complaints I have seen I take this as fraud and a way to take advantage of us. Legal action should be taken against this company.
Y. [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/28) */
Thanks for writing in and bringing this request to our attention. We deeply value our customers and take these issues very seriously.
We have contacted the user directly and will discuss this issue with them

Final Consumer Response /* (2000, 9, 2016/01/06) */
The business contacted me and offered a refund. Thank you.

Hi there,My name [redacted] and I’m a specialist on the Dropbox Customer Experience team. The Revdex.com let us know that you recently filed a case with them.I found the support ticket you opened with our support team. One of our support agents has reviewed and responded to...

your request. If you have have further questions or concerns, please reply to that request or contact us again at [redacted].com.Thank you for taking the time to reach out to us and the Revdex.com.Regards,[redacted], Dropbox Customer Experience Specialist

Complaint: [redacted]
I am rejecting this response because:I have been told many times that they would resolve issue but they never do. it has been seven weeks.
Sincerely,
[redacted]

Hi there,My name is [redacted] I’m a specialist on the Dropbox Customer Experience team. The Revdex.com let us know that you recently filed a case with them.I found the support ticket you opened with our support team. One of our support agents has reviewed and responded to...

your request. If you have have further questions or concerns, please reply to that request or contact us again at [redacted].com.Thank you for taking the time to reach out to us and the Revdex.com.Regards,[redacted], Dropbox Customer Experience Specialist

Hi there,My name is [redacted]s and I’m a specialist on the Dropbox Customer Experience team. The Revdex.com let us know that you recently filed a case with them.I found the support ticket you opened with our support team. One of our support agents has reviewed and responded to...

your request. If you have have further questions or concerns, please reply to that request or contact us again at [redacted].com.Thank you for taking the time to reach out to us and the Revdex.com.Regards,[redacted]s, Dropbox Customer Experience Specialist

Hi there,
My name is [redacted] and I’m a specialist on the Dropbox Customer Experience team. The Revdex.com let us know that you recently filed a case with them.
I found the support ticket you opened with our team. One of our support agents has reviewed and responded to your request....

Please continue to work with our agent and respond to your open ticket with any additional questions you may have.
Thank you for taking the time to reach out to us and the Revdex.com.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/06) */
Hi [redacted],
Thanks for reaching out and providing feedback about your experience with Dropbox.
Our records show that your Dropbox account under [redacted]@99giants.com was upgraded to our monthly 1 TB subscription at 7.99 GBP.
Currently,...

we no longer offer a 5 TB plan for new subscribers, however, per your request in which you had stated:
"I confirm I would like 5tb of storage for $50 per month."
Our agent was able to make an exception and convert your account to our older 5 TB plan, and you were charged a pro-rated amount of 32.26 GBP on 09-26-2015, and then your account continued at new new rate and you were charged 39.99 GBP on 10-16-2015.
You can view your transaction history from the following page in your account settings:
https://www.dropbox.com/payments
Additionally, I'm sorry to hear about any confusion that you have experienced when sharing a folder with another Dropbox user. Please note that when you share a folder, any user that has joined the folder, by default has the ability to add, remove, or edit files. However, this does not give anybody access to your actual Dropbox account.
You can read more about sharing folders with Dropbox at the following page in our Help Center:
https://www.dropbox.com/[redacted]
Additionally, if you accidentally delete files from your Dropbox folder, the files or folders can be restored for up to 30 days.
You can read more abour recovering deleted files in our Help Center here:
https://www.dropbox.com/[redacted]
I hope this information helps.
Please contact us at [redacted]@dropbox.com if you have any further questions.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is totally unacceptable.
As you stated above we agreed this:
"I confirm I would like 5tb of storage for $50 per month."
Today the exchange rate for $50 USD = £33.14 Sterling.
Why are you charging me £39.99. This is not what we agreed.
Every month you are over charging me £7.
Final Business Response /* (4000, 9, 2015/11/13) */
Hi [redacted],
Thanks for writing back.
Please be aware that Dropbox Pro or Business subscription prices are non-negotiable and are subject to our current outlined plans and prices, which can be viewed at the following page:
https://www.dropbox.com/plans
Please note that your account under [redacted]@99giants.com has not been billed $50 US Dollars but rather 39.99 British Pounds per month, which was the standard rate for a 5 TB plan.
You can view your transaction history and receipts at the following page in your account settings:
https://www.dropbox.com/payments
I hope this helps to clarify. Please contact us at [redacted]@dropbox.com if you have any further questions.
Regards,
[redacted]
Final Consumer Response /* (4200, 11, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
This is not what agreed. Before you deleted my account in September I was happily paying $50 a month.
You deleted my account and forced me to set up a new one and we had agreed a price of $50 a month.
Now you refuse to honour that agreement and you are over charging me about £7 every month, that is totally unacceptable and I want refund.
Regards,
[redacted]

Hi there,
Thanks for your response.
I see that you opened a new support ticket with our team. As explained by our agents, you can update the email address associated with the account using the instructions provided, as we can not make this change to your account on your behalf. 
We currently do not offer phone support to our Plus users. Our support offerings can be found at:[redacted]
Regards,
[redacted]

Hi there,My name is [redacted]s and I’m a specialist on the Dropbox Customer Experience team. The Revdex.com let us know that you recently filed a case with them.I found the support ticket you opened with our support team. One of our support agents has reviewed and responded to...

your request. If you have have further questions or concerns, please reply to that request or contact us again [redacted]Thank you for taking the time to reach out to us and the Revdex.com.Regards,[redacted]s, Dropbox Customer Experience Specialist

Initial Business Response /* (1000, 5, 2015/07/29) */
Hi [redacted],
Thanks for reaching out!
My name is [redacted] and I am a billing specialist for Dropbox and I would be happy to look further into your charges and assist you with cancelling any active Dropbox subscriptions.
If you could please...

submit a billing support request from the following page:
https://www.dropbox.com/support
Once we receive your request, we can identify the Dropbox accounts that are still being charged and assist you with downgrading the accounts to our free Basic plan.
I hope this helps!
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have submitted multiple requests through "https://www.dropbox.com/support" and have never had anyone respond. I will try again but I am very unsatisfied by this "response" above because no actual person has ever responded through their supposed support system. Our credit card company said these charges should be considered fraud.
Final Business Response /* (4000, 9, 2015/07/31) */
Hi [redacted],
Thanks for reaching back out!
Unfortunately, our records show that we have not received a support request associated with the email address [redacted]@codaworx.com. I apologize for any confusion this may have caused.
If for any reason you were unable to submit a request through the Dropbox website, I would recommend emailing us directly at [redacted]@dropbox.com
Once we have received your email, we will be happy to look further into your charges.
Thanks!
[redacted]
Final Consumer Response /* (2000, 11, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dropbox did not refund the charges which is disappointing, but we finally were contacted by a real person who at least cancelled all the accounts so future billing should not happen.

Hi there,
My name is [redacted] and I’m a specialist on the Dropbox Customer Experience team. The Revdex.com let us know that you recently filed a case with them.
I found the support ticket you opened with our team via chat. One of our support agents has reviewed and responded to your...

request, cancelling your auto-renewal. As a Dropbox Business Standard plan subscriber, you are able to contact Dropbox Support via email and chat, or through [redacted] We are unable to provide a refund in this case, as you did not cancel your subscription within the 30 day trial period. 
Thank you for taking the time to reach out to us and the Revdex.com.
Regards,
[redacted]

Hi there,
Thanks for your response!
In order for us to help you further with your Revdex.com case, please reach out to us directly at [redacted] Our Customer Experience team will be happy to assist you.
Thanks for taking the time to reach out to the Revdex.com.
Regards,
Charles

Initial Business Response /* (1000, 5, 2015/10/29) */
Hi [redacted],
Thanks for reaching out!
Unfortunately, we are not equipped to provide phone support at this time.
However, in addition to our support section of the Dropbox website, you may also email us directly at...

[redacted]@dropbox.com
Additionally, you can update your billing information for your Dropbox Pro subscription here:
https://www.dropbox.com/billing_info
This page is also available from the main "Account" page within the Settings on the Dropbox website.
For more info, check out our Help Center guide:
https://www.dropbox.com/help/1942
I hope this information helps. Please feel free to contact Dropbox support directly if you have any further questions.
[redacted]

Hi [redacted],
My name is [redacted] and I’m a specialist on the Dropbox Customer Experience team. The Revdex.com let us know that you recently filed a case and review with them.
I found the support ticket you opened with our team yesterday using the email address you provided the...

Revdex.com, however was not able to locate any previous requests to cancel your subscription. I see that your request is currently be reviewed by our team and you should hear back shortly with additional information. As our agent explained, we currently offer a minimum of three licenses for Business subscriptions, which is confirmed in the sign-up process and why you were billed the $450 for an annual subscription both years.
Thank you for taking the time to reach out to us and the Revdex.com. 
Regards,
[redacted]