Dropbox, Inc.

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]Thank you for taking the time to reach out to us and the Revdex.com.Regards,[redacted] Dropbox Customer Experience Specialist

Initial Business Response /* (1000, 5, 2015/11/18) */
Hi [redacted],
Thanks for reaching out!
I understand that your Dropbox account under [redacted]@gmail.com was on a $199 2 TB subscription to Dropbox Pro and you had requested to switch to the 1 TB plan.
Additionally, you were instructed...

that you could cancel your current 2 TB subscription before it renewed and then resubscribe to the 1 TB plan.
Please note that the method to change your plan requires the user to wait until their current subscription period has ended before any changes will take effect, rather than the plans switching instantly.
However, our records show that per your request, you had received a full refund from our agent named [redacted] for the $199 yearly 2 TB charge and your account was downgraded to our free Basic plan, and then you had successfully resubscribed to our $9.99 monthly 1 TB Pro plan.
Please be aware that our Terms of Service state that Dropbox cannot provide refunds, however, in this case we were able to make an exception.
You can view the details of your transaction history at the following page in your account settings:
https://www.dropbox.com/payments
I hope this helps to clarify. Please feel free to contact us directly at [redacted]@dropbox.com if you have any further questions regarding your account.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/02) */
Hi [redacted],
Thanks for reaching out!
If you have a question regarding billing from Dropbox, please submit a support request to [redacted]@dropbox.com or at the following page:
https://www.dropbox.com/support
Once you have done this, a...

support agent will be happy to review your issue.
Thanks!
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is not a response.
Can you have them respond?
Final Business Response /* (4000, 9, 2015/07/09) */
Hi [redacted],
Thanks for your response.
Our support team would be happy to review your charge for your Dropbox for Business subscription.
However, in order to assist you further, we will first need for you to submit a request to [redacted]@dropbox.com or at the following page:
https://www.dropbox.com/support
Once you have done this, we can look further into your charge and assist you further.
Thanks!
Regards,
[redacted]

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 [redacted] [email protected] you for taking the time to reach out to us and the Revdex.com.Regards,[redacted] Dropbox Customer Experience Specialist

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]

Complaint: [redacted]
I am rejecting this response because: The response stated that their customer support team already took care of my complaint.  They did not.  The reason I filed the complaint with the Revdex.com is because I could not get a satisfactory response from DropBox.  They still have not given me a satisfactory response.
Sincerely,
[redacted]

Final Consumer Response /* (2000, 13, 2015/05/17) */
Business contacted me privately and resolved complaint to my satisfaction.

Complaint: [redacted]I am rejecting this response because the resolution still needs to be worked through email as they requested.  Sincerely,[redacted]

Hi there,Thanks for your response!I see that one of our agents has reviewed and responded to your request. Unfortunately, our refund policies do not allow us to provide a refund in this case. Please do not hesitate to reach out with any future questions you may have.Regards,[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.
 
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] with details of the problem you are experiencing and we will be happy to look into it further.
 
Thanks for taking the time to reach out to the Revdex.com.
Regards,
[redacted]

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], Dropbox Customer Experience Specialist

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. As you can see there is no way to talk to someone from Dropbox. I have told them via your communications that they are not authorized to charge any further for there services.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/10/23) */
Hi [redacted],
Thanks for reaching out!
Unfortunately, we are not equipped to provide phone support at this time. I apologize for any inconvenience that this may cause.
It sounds like you have previously contacted Dropbox Support via...

email, however, I am unable to find a support request associated with your email address [redacted]@yahoo.com.
I would be happy to look further into your issue, if you could please contact us directly from the email address associated with your Dropbox account to [redacted]@dropbox.com or from the following page:
https://www.dropbox.com/support
Once we have received your message, we will be able to assist you further and I will see to it that your request is escalated to our account security team.
Regards,
[redacted]

Hi [redacted]
Thank you for your response. 
I reviewed your ticket and it appears that our team located your account and processed a refund for your subscription last week.
Please do not hesitate to reach out directly with any further questions you may have.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: You have not fixed the issue. Every update is the same "someone is working on it", but there is no proof of progress. The longer it takes, the more likely the news will pick this up as a story for their consumer fraud report.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
[redacted], 
I read the response and I am unable to accept or reject the response.
My number on file as my complaint states is valid and has been for many years. However, Dropbox is not abiding by their own policy and sending the code to the number on file to complete the two step verification process.  
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/23) */
Contact Name and Title: [redacted] solutions specialist
Contact Email: [redacted]@dropbox.com
Hi [redacted],
Thanks for reaching out!
I'm looking through your correspondence with [redacted] at Dropbox for Business support and it looks like he was able to...

process a refund for your monthly renewal for July and your Dropbox for Business subscription has been cancelled.
Additionally, as [redacted] mentioned, Dropbox for Business requires a minimum of five user licences, as our Business plan is not designed for individual users. I apologize for any confusion this may have caused.
However, you may be interested in upgrading to our Dropbox Pro subscription, which increases your space to 1 TB at $9.99 per month or $99 per year.
You can view our current plans and prices at the following page:
https://www.dropbox.com/plans
I hope this information helps!
If you have any further questions, please feel free to contact Dropbox at [redacted]@dropbox.com
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How can you not refund me the $75 charge that you billed my AMEX card on 06/11/15? I cancelled my account after trying out your service on 05/28/15, the same day I started the account, by e-mailing Dropbox. Unfortunately, your contact e-mail system does not provide proof of such e-mail. Your records ought to indicate that I had not used your service after 05/28/15.

[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 with them.
 
I found the support ticket you opened with our team. One of our support agents has reviewed and responded to your...

request, providing a full refund for your subscription. If you have have further questions or concerns, please reply directly to that message.
Thank you for taking the time to reach out to us and the Revdex.com.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: This is the fourth ticket that I have placed. I have sent additional information but am told that they can not find the charge even after I have provided VERA with my email associated with the account and the Paypal transaction number.Sincerely,[redacted]

Final Consumer Response /* (2000, 5, 2015/10/22) */
Dropbox has agreed to refund my money. Thank you for your help!