Dropbox, Inc.

** ***
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 two support tickets that you opened with our team last yearOne of our support agents reviewed
and responded to your most recent request regarding access to your account and two factor authentication, however it doesn't look like we heard back from you with the additional requested informationIf you would like to continue working with our team to recover access to your account or to cancel your account, please contact us directly by visiting dropbox.com/support or emailing [email protected] team will be happy to assist
Thank you for taking the time to reach out to us and the Revdex.com
Regards,
***

Hi there,
Thanks for your response!
As mentioned in the previous message, please reach out to us at *** for us to look into your case furtherOne of our agents will be happy to help you
Regards,
***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We have responded to your complaint in our support systemPlease refer to ticket #*** for further resolution

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
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 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 takenOur records indicate that you have been refunded through PaypalThank you for taking the time to contact us and the Revdex.com.Regards,***

Complaint: ***I am rejecting this response because: I tried dealing with Dropbox by email and that did not work I need an phone number to actually talk to someoneSincerely,*** ***

Complaint: ***I am rejecting this response because: There is no response offeredSincerely,*** ***

Hi there,Thanks for your response.I have reviewed your ticket and there are no additional actions that can be taken on your account at this time, as explained by our agentYour auto-renewal has been cancelled and you will not be charged again at the end of the current billing cycle. Thank you for taking the time to reach out to us and the Revdex.com. Regards,***

Hi there,Thanks for your quick response.If you have have further questions or concerns, please reply to that request or contact us again at ***.Thank you for taking the time to reach out to us and the Revdex.com.Regards,*** Dropbox Customer Experience Specialist

Initial Business Response /* (1000, 7, 2016/01/19) */
Thanks for writing in and bringing this request to our attentionWe deeply value our customers and take these issues very seriously
We have contacted the user directly and will discuss this issue with them
Initial Consumer Rebuttal /*
(3000, 9, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 12/31/I received this response from Dropbox via this Revdex.com complaint:
"Hi ***,
We received notice of the Revdex.com case filed by you in response to Pro purchase from the Apple iTunes store
Unfortunately, because of the way Apple handles transaction data, we are unable to provide refunds for Apple App Store purchasesIf you would like to request a refund for this transaction, please get in touch with Apple directly
To view the history of your purchases, please follow the steps outlined here:
http://support.apple.com/kb/ht
Apple should get back to you with regard to your inquiry
From this page, you will be able to click on "Report a Problem" and request a refund where appropriate
Your feedback has been submitted to the appropriate team and is being taken into consideration for potential product adjustments in the futureAt this time, however, we are not able to offer recompense for this situation
We do appreciate your candid response to this change as it assists us with keeping a pulse on our user communityThank you for taking the time to reach out to us and the Revdex.com
Regards,
***"
On 1/6/I replied to their message with:
"I've already attempted to contact Apple and have had no responseI contacted them sometime in late November, well after no progress was being made with Dropbox support."
To explain further, I already contacted Apple in regard to this matterIn fact, before contacting Apple, I contacted Dropbox directly to resolve this issueAfter a couple weeks of practically zero progress, I contacted Apple via their "Report a problem" through my iTunes/App Store account but received zero response from them eitherI'm assuming that I haven't heard from Apple because they don't offer refunds for the Dropbox app
*** ***

Hi there,Thanks for your response!Please reach out to us directly at ***Our team will be able to look into the charges on your account and determine what email it is associated with.Regards,***

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 *** Our Customer Experience team will be happy to assist you
Thanks for taking the time to reach out to the Revdex.com
Regards,
***

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 tickets you opened with our team beginning in JanuaryAs our agents explained, when a
user enables two factor authentication, we are unable to make any changes to the number submittedIf you did not receive the access code on your phone, than a different number was submitted when two factor authentication was enabled
At this time, there are no additional actions that can be taken due to our security policies
Thank you for taking the time to reach out to us and the Revdex.com
Regards,
***

Complaint: ***I am rejecting this response because: I have not heard from the resolution agent as claimed by the respondent.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/11) */
Hi ***,
Thanks for reaching out!
Our records show that you have two separate support tickets open with Dropbox support and have been actively corresponding with two separate agents regarding both your issues with using the Dropbox
application and another regarding the payment for your Dropbox Pro subscription
Your issue regarding your Dropbox desktop application appears to have been resolved by our agent named ***
I am the agent personally reviewing your refund request, however, I am still awaiting verification of your billing information in order to identify the charge in question
Once I have confirmed these details, I will be able to assist you further
Regards,
***

Hi there,
Thanks for reaching out to the Revdex.com. My name is [redacted] and I am a member of the Dropbox Customer Experience team.
At this time, your ticket has been reviewed by the Dropbox Customer Experience team and there are no additional actions that can be taken. When...

you signed up for the Dropbox trial, you agreed to pay the full subscription price after the trial date lapsed, based on the number of licenses you selected. We are unable to provide a refund in this case.
 
Please do not hesitate to reach out to us with any future questions you may have.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/17) */
Hi [redacted],
Thanks for your message.
I understand that you had signed up for our Dropbox Business subscription plan and had decided to cancel after your first annual charge had been processed.
Please note that when signing up for a...

Business subscription with a free 30 day trial from the following page:
https://www.dropbox.com/business/try
You will first be asked to create an account and then fill out your billing information.
Before submitting your billing information, there is a section titled "Choose your plan" which allows you to select how many licenses you wish to purchase for your Business team, which begins at a minimum of 5 users for either $750 per year or $75 per month.
Once you have chosen your plan and selected the price that you will agree to pay, the next step is to provide your billing information.
Additionally, on this page, there is a header which states "Will my credit card be charged now?" followed by "Don't worry, you won't be charged now. You'll only be charged if you don't cancel your trial before it ends on
November 12, 2015."
Finally, before submitting your billing information, you are required to agree to the Dropbox Business Agreement and Terms, which can be found here:
https://www.dropbox.com/business_agreement
https://www.dropbox.com/terms
The Business Agreement states:
"Customer will pay, and authorizes Dropbox to charge using Customer's selected payment method, for all applicable fees. Fees are non-refundable except as required by law. Customer is responsible for providing complete and accurate billing and contact information to Dropbox. Dropbox may suspend or terminate the Services if fees are past due."
and
" IF CUSTOMER'S ACCOUNT IS SET TO AUTO RENEWAL OR IS IN A TRIAL PERIOD, DROPBOX MAY AUTOMATICALLY CHARGE AT THE END OF THE TRIAL OR FOR THE RENEWAL, UNLESS CUSTOMER NOTIFIES DROPBOX THAT CUSTOMER WANTS TO CANCEL OR DISABLE AUTO RENEWAL."
I hope this information helps to clarify.
Please feel free to contact us at [redacted]@dropbox.com with any further questions.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted] -
First, I attempted to log on in 11/10/15 at night and downgrade my account. I believed that had gone through successfully and did not believe I would still be charged by your business.
I started off trying to find your company by googling Dropbox. The first link that says "www.dropbox.com" brings you to the business site for signup. Being unfamiliar with your business I believed that this was the most basic version that you offered.
Underneath the billing plan it said $12.50 per user per month. I believed that would be the amount charged on a monthly basis. I did not agree to pay for the whole $750 annual fee.
Finally, I am a student who was attempting to use this program once, to see what it was about. This has been a horrible experience and will require me to take out a loan to pay. I believe a fair settlement would be charging me $75 for one month and refunding me $675.
Please consider this resolution and act as a fair and ethical business should. After graduation I am starting my own company and believe Dropbox would ultimately benefit from a mutual relationship going forward, instead of a one $750 time fee and me never using the program again out of spite.
Thank you,
[redacted]
Final Business Response /* (4000, 9, 2015/11/20) */
Hi [redacted],
Thanks for your response.
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 Business 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 at [redacted]@dropbox.com if you have any other questions.
Regards,
[redacted]

Initial Business Response /* (1000, 16, 2015/07/21) */
The user has had several email and phone communications with a Dropbox for Business representative.
The latest response received was as follows:
I apologize for any confusion regarding what we spoke about when you called in to cancel your...

Dropbox for Business account today.
I was under the impression that you wanted to cancel the Dropbox for Business team that your account associated with "[redacted]@hotmail.com" was a member of. I canceled this team and issued a refund.
By canceling the team, I did not delete any of your accounts. The only account of yours that was affected was the account that was a member of your team, "[redacted]@hotmail.com." This account was downgraded to a basic account with a 2 GB storage limit, and none of your files stored in this account were modified or deleted.
You can access these files by logging into our website, or by browsing your Dropbox folder on your computer. Here is the path to your Dropbox folder:
/Users/seanolsen/Dropbox (How to Be a Grown Up)
If you think files have been deleted, those can be restored from your Events log. For instructions on restoring deleted files from the Events page, please see this article in our Help Center:
https://www.dropbox.com/help/400
I hope this information helps! Please let me know if you have any further questions.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 18, 2015/07/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the response and I notified the Revdex.com that I was able to rescue my files within an hour of canceling the business Dropbox. However, there was an hour when I could not access either account and was cause for concern. What exacerbated my frustration was the lack of tech support from Dropbox - I could get NO ONE on the phone to help me. Dropbox NEEDS better tech and help support. It offers a good service but fails miserably in that category. Thank you.
Best,
**