Dropbox, Inc.

Initial Business Response /* (1000, 5, 2015/10/06) */
Hi ***,
Thanks for your message
I understand that a former employee's Dropbox account was on a yearly subscription to Dropbox Pro and the billing information on file was removed by ***, per your request
Please be aware that
Dropbox Pro is a subscription service which renews automatically until cancelledTherefore, if the owner of the account did not cancel their Pro subscription, the subscription will remain active
I apologize for any inconvenience this may cause, but we are unable to refund this transaction as our pricing terms state that we cannot provide any kind of refund for Dropbox Pro subscriptions
You can find our terms for billing by following the link below:
https://www.dropbox.com/terms#pricing_terms
Please contact us at ***@dropbox.com if you have any other questions
Regards,
Guy
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Drop Box continues to refuse to make any accommodation in this matterWe are just one customer, and I am certain that there are many other customers who don't realize that their accounts are set up for annual renewal and end up having to pay for services they no longer need for an entire year
What I would like to see happen is for Drop Box to either change their unfair billing terms or have the Revdex.com look closer at the company's unreasonable terms

Initial Business Response /* (1000, 5, 2015/10/20) */
***,
Thanks for your feedback
Please note that when you signed up for your day trial for Dropbox for Business, you had agreed to our Terms of Service, which stated that the billing information that you submitted when beginning
the trial would be charged if the trial was not cancelled by the end of the days
Additionally, our Terms of Service also state that we cannot provide refunds
However, our records show that your account has been modified to no longer automatically renew your Business subscription and no further charges will be applied
I hope this helps to clarifyPlease feel free to reach back out to us with any further questions
Regards,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
I had clearly mentioned to the Dropbox business that I was on vacation from August 19th to September 8th I went out of the country on vacationSo, I have no access to my emails or the dropbox service when I was on vacationThe 30-day free trial ended on Sept.4th I was on vacation at that timeSo Dropbox renewed my subscription automatically on Sept.5th when I was on vacationI noticed the dropbox renewal charge after I received my credit card statementI immediately notified dropbox to cancel my service as I am not interested in renewing the serviceI was not aware of the dropbox auto renewals at the end of the 30-day free trialThe customer should be given freedom to chose the service renewal at his own if s/he wants to continue with it after the end of the 30-day free trialThe business should not auto renew it when I was on vacationSo, please refund my money
Thanks,
***
Final Business Response /* (4000, 9, 2015/10/26) */
***,
Thanks for your response
I understand that you were on vacation during the date in which your day trial to Dropbox for Business had expired
As it happens, when you began your trial to our Business subscription, you had agreed to our Terms of Service which stated that unless the trial is cancelled within the days, that the first charge would be processed according to the billing information that you had provided
I'm sorry to hear about any confusion that this may have caused, but we are unable to refund this transaction as our pricing terms state that we cannot provide any kind of refund for Dropbox Pro subscriptions
You can find our terms for billing by following the link below:
https://www.dropbox.com/terms#pricing_terms
Your Dropbox subscription will remain active until your current subscription expires at the end of your billing period
Please contact us if you have any other questions at ***@dropbox.com
Regards,
***
Final Consumer Response /* (4200, 11, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
As I said I have never used dropbox service regularly and I was not interested in renewing the serviceI was very busy at work and at home before going on vacation and I had plenty of things to do before going on vacationOn top of that we get hundreds of emails every daySo I realized about the dropbox AUTO renewal service only after I got my credit card statementI immediately notified dropbox customer service to cancel my service
I want Revdex.com to step in and resolve this refund issue for meDropbox charged me even when I am not using their service and AUTO renewed the service when I was not in this countryThis is not a good customer service from the dropbox
Thanks,
***

Hi there,
Thanks for your response
At this time, your ticket has been reviewed by the Dropbox Customer Experience team and there are no additional actions that can be takenPlease do not hesitate to reach out to us with any future questions you may have
Regards,
***

Initial Business Response /* (1000, 5, 2015/08/03) */
Hi ***,
Thanks for reaching out!
My name is *** and I am a billing specialist for Dropbox and I would be happy to look further into your Dropbox for Business subscription charge
If you could please submit a support request to
***@dropbox.com or at the following page:
https://www.dropbox.com/support
Once we have received your request we will be able to assist you further
Thanks!
Regards,
***

Initial Business Response /* (1000, 5, 2015/09/14) */
Hi ***,
Thanks for reaching out!
Please note that we are unable to transfer Pro subscriptions between individual Dropbox accounts
Our records show that your account under ***@amplatinumcleaning.com was upgraded to a monthly $
subscription to Dropbox Pro on XX-XX-XXXX and has now been downgraded back to our free Basic planNo further renewal charges will be applied from this account
I apologize for any inconvenience this may cause, but we are unable to refund this transaction as our pricing terms state that we cannot provide any kind of refund for Dropbox Pro subscriptions
You can find our terms for billing by following the link below:
https://www.dropbox.com/terms#pricing_terms
Please contact us if you have any other questions at the following page:
https://www.dropbox.com/support
Regards,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I keep repeating myselfI DO NOT WANT A REFUNDWhy can't I speak to someone This texting is to difficult to keep repeating My $was unable to use because you guys were trying to fix the problem I want to renew my monthly but I just want the $I was unable to use be placed on my acct so I can renewWhat part don't you understand I paid $and was not able to use acct
Please can't someone call meXXX-XXX-XXXX***

Hi***
My name is *** and I am a member of Dropbox's Customer Experience teamThe Revdex.com let us know that you recently filed a case with them
We take your account security seriously and want to help you resolve this issue. I couldn’t find a Dropbox support
request from the email you used with the Revdex.comIn order for our team to look into this for you, please reach out to us directly at *** with details of the problem you are experiencing and we will be happy to look into it further
Thank you for taking the time to reach out to the Revdex.com
Regards,
***

Complaint: ***I am rejecting this response because: I have not been contacted by anyone, and the error has not been fixed. I requested a full refund and that got ignored as well. Sincerely,*** ***

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

Complaint: ***
I am rejecting this response because: This is an arrogant company that has no intentions of playing fair My guess is there are millions of people like me who they overcharged for years and have no intentions of making it right They have offered nothing in any of their responses They are gaming that it's not worth my time to challenge them........and all the while they get rich by stealing money from all of us I'll bet a class action suit that puts them in the spotlight would get their attention
Sincerely,
*** * ***

Complaint* ***I am rejecting this response because:
I have reached out numerous times, you should have that on record! I refuse to "reach out again"In your previous response, you indicated that a staff from your support team had responded to me, WHICH WAS NOT TRUE as you are now saying that I need to send you the email.
This is a public forum and we need to reach a resolution at this forum because I tried the emailing your support email route, which was just a huge waste of timeSo, I am not going to spend any more energy into that.
DropBox clearly knows what the issue is and what I would like to happen as per my Original compliant!
Sincerely,*** ***

Hi there,My name is *** and I’m a specialist on the Dropbox Customer Experience teamThe Revdex.com let us know that you recently filed a case with them.We’d like to help you with the issue you’re experiencingHowever, I couldn’t find a Dropbox support request from the
email you used with the Revdex.comIf you’d like help with your issue, please reach out to us directly at *** 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,***

Hi there,
Thanks for reaching back out to the Revdex.com
Unfortunately, as explained in the previous message, our security policies do not allow us to make changes to the two factor authentication that you createdIf you are not receiving the recovery code, the phone number
associated with the account is different than the one you are attempting to useOur agents would be happy to assist with transferring any bonus space you may have had in your current account, however are unable to transfer files that may have been in your accountIf you have any further questions, please do not hesitate to reach out to ***
At this time, there are no further actions or review that can be taken on your account
Regards,
***

Hi there,My name is *** and I’m a specialist on the Dropbox Customer Experience teamWe received notice that you recently filed a case with the Revdex.com case.We’d like to help you with the issue you’re experiencingHowever, I couldn’t find a Dropbox support request from
the email you used with *** *** *** *** ** *** *** *** *** *** *** *** *** *** ** ** *** ** ***.Thanks for taking the time to reach out to the Revdex.com.Regards,***, Dropbox Customer Experience Specialist

Complaint: ***
I am rejecting this response because: I'm not sure you guys are actually reading this. I keep saying I have already done what you ask me to do and I don't get a response. Just to be sure, I did exactly what you are asking me to do again yesterday, and still have not received a response. This is now the 4th time I have "reached out to support" and gotten completely ignored. I don't even get a ticket # or an automated response any more. Please provide a full refund since you have been unable to provide support for months
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/10/30) */
Hi ***,
Thanks for your feedback
I understand that you are experiencing issues with the time it is taking to sync files to your Dropbox folder
Syncing your files can take time if you have many files or large filesJust because the
files have been placed into the Dropbox folder doesn't mean the syncing has completed
When Dropbox syncs the files it starts with all of the folders, then uploads files from smallest to largestThus, it may look like the folders are empty or incomplete if you look during the syncing processPlease be patient and the files will syncDo not delete them from the Dropbox folder if the files haven't finished syncing
You can see the sync status by holding your mouse over the Dropbox iconSee here:
https://www.dropbox.com/help/
It will either say "all files up to date" or tell you how many files are left to sync and how long it expects to takePlease note that this is an "instant" estimate based on the current upload speedThis value can change if you check the value just a few seconds later
If the sync time is large then you need to remember to stay logged into your computer and to keep that computer turned on and connected to the InternetDropbox syncs your files in the background
You can also see the status of any file or folder in your Dropbox, if that file or folder is done syncingA green check mark means the file or folder is syncedThe blue arrows means it is still syncing
Finally, please keep in mind that Dropbox can only upload and download as fast as your Internet service provider (ISP) allowsConsumer ISP's normally provide 1/10th the upload speed compared to download speed
Normally Dropbox doesn't use all of your bandwidthHowever, you can change that by manually setting the upload/download speed:
1) Right click the Dropbox icon in the system tray at the bottom right of your screen, by the clock on Windows
or menu bar at the top of your screen on Mac
or menu bar at the top of your screen on Linux
2) Click on the gear icon in the Notifications panel and select "Preferences" from the menu
3) Click the "Network" tab
4) Click Change Settings next to Bandwidth
5) Set the Upload and Download to a specific kB/s limit if you know your connection speed or simply Don't Limit to allow Dropbox to use as much bandwidth as possible
NOTE: Setting your Upload to Don't Limit or a higher number than your connection is capable of will likely cause all other Internet activity on your network to slow significantly
I hope this information helpsPlease feel free to contact us directly at ***@dropbox.com if you have any further questions
Regards,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had already received this response from Dropbox when I complained to them directlyIt does not, in any way, address my complaintI did not complain about sync times or upload speeds, although those are slow as well; but I understand and accept thatIt is the download speeds I am complaining aboutTheir response states that Dropbox can download as fast as the ISP allows; but, in fact, it downloads at only a tiny fraction of what the ISP allowsDownloads that should occur in minutes, instead take hoursI purchased this service as a tool for sharing large files with clients; but, because the downloads take too long, they can't use it effectivelySo I have had to resort to other means for sharing those filesI understand the terms of the agreement I signed when I purchased Dropbox, but that agreement was based on them providing the agreed upon service, which they are not doing
Final Business Response /* (4000, 9, 2015/11/04) */
Hi ***,
Thanks for writing back and I understand that you are not satisfied with the features of the Dropbox application
Please note that Dropbox is a completely free applicationHowever, your purchase was for our Dropbox Pro upgrade, which increased your available storage space to TB
I apologize for any inconvenience this may cause, but we are unable to refund this transaction as our pricing terms state that we cannot provide any kind of refund for Dropbox Pro subscriptions
You can find our terms for billing by following the link below:
https://www.dropbox.com/terms#pricing_terms
Your Dropbox subscription will remain active until your current subscription expires at the end of your billing period
Please contact us if you have any other questions
Regards,
***
Final Consumer Response /* (4200, 11, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am asked to explain why I do not accept the proposed resolution, but Dropbox has not proposed any resolution; they have simply refused my proposed resolution of a pro rata refundSo I will propose an alternate resolutionI would be completely satisfied if Dropbox provided an acceptable level of serviceThat is, to increase download speeds to that allowed by the ISP, as they claim on their website

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. My money has been refunded and I am happy with the outcome. DropBox has been professional and courteous and I think there was just some unlucky timing with the Holidays occurring and this was just unfortunate. Thank you.Sincerely, *** ***

Hi there,My name is *** and I’m a specialist on the Dropbox Customer Experience teamThe Revdex.com let us know that you recently filed a case with them. I found the support ticket you opened with our teamWe have reviewed your refund request as well as our refund policies
and unfortunately a refund isn't possible in your specific caseIn some cases your bank or online payment vendor may be able to help
If you have have further questions or concerns, please reply directly to your support ticket
Thank you for taking the time to reach out to us and the Revdex.com. Regards,***

Hi there,My name is *** and I’m a specialist on the Dropbox Customer Experience teamWe received notice that you recently filed a case with the Revdex.com case.We’d like to help you with the issue you’re experiencingHowever, I couldn’t find a Dropbox support request from
the email you used with the Revdex.comIf you’d like help with your issue, please reach out to us directly at ***.Thanks for taking the time to reach out to the Revdex.com.Regards,*** Dropbox Customer Experience Specialist

Complaint: ***I am rejecting this response because: This is the same site that I initially contacted.Sincerely,*** ***

Hi ***
My name is *** and I am a member of the Dropbox Customer Experience teamThanks for taking the time to reach out to us and the Revdex.com
I was able to locate the ticket that you opened with a member of our support teamAs they explained, it appears that you
have two different Dropbox accounts - one associated with the email address that your wrote in to Dropbox Support with (which is the account you paid for an annual subscription for last September) and one associated with a different email that you upgraded through the app store on your mobile device which is charging you monthlyWe are unable to provide a refund for the annual subscription, however your auto-renewal has been cancelled and you will not be billed further for that accountIn regards to the monthly charges from the app store for the secondary account, you will need to contact the app store directly in order to pursue a refund
Please do not hesitate to reach out to use directly with any additional questions you may have
Regards,
***