Dropbox, Inc.

Complaint: [redacted]
I am rejecting this response because:  Though a member of our company has been in contact with Dropbox, Inc., the support they have provided has not been satisfactory.  We have received some clarity on why we were charged the amount we paid, but we still do not believe it is justifiable to charge our company for an entire year when we set up the initial trial to bill monthly.  I accept that we should pay Dropbox, Inc. for one month of service, but charging us a full year is not acceptable.  Their policy for no refunds whatsoever is fraudulent and their customer support personnel are trained to not work with you in any way to handle monetary complaints.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
Hi [redacted],
Thanks for your message!
I understand that you are interested in preventing your Dropbox account from auto-renewing your upgrade to Dropbox Pro.
Please be aware that Dropbox Pro is a subscription service that renews...

automatically until cancelled.
However, if you prefer to not automatically renew your Dropbox Pro subscription, you'll need to mark your account for downgrade on the following page on our website:
https://www.dropbox.com/downgrade
Please note that when you cancel your subscription to Dropbox Pro, you will remain on your current Pro account until your next scheduled renewal date, at which point your account will be automatically downgraded to our free Basic service and no further charges will be applied to this account.
Once your current subscription has expired, your billing information will no longer be kept on file and you can resubscribe to our Pro subscription at any time from the following page:
https://www.dropbox.com/upgrade
You can review our Terms of Service regarding billing here:
https://www.dropbox.com/terms#pricing_terms
You can view your Dropbox invoices and transaction history on the Payments page here:
https://www.dropbox.com/payments
I hope this information helps. If you have any further questions, please feel free to reach out to us at [redacted]@dropbox.com or at the following page:
https://wwww.dropbox.com/support
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks to both Revdex.com and Dropbox for acknowledging my concern. Guy at Dropbox seems to be addressing my concern about auto renewal while I am concerned about them storing my credit card on file.
I would like to know if Dropbox is allowed to do this. If they are there is probably not much I can do. If they are not allowed to do this please remove my credit card from the system.
As for middle ground there must be a middle ground. I cannot think of a middle ground. If I do what Guy suggests I think they will still be holding my card on file which I don't like. When I go shopping the retailers don't keep my card details so why should Dropbox?
Many thanks.
Final Business Response /* (4000, 9, 2015/07/28) */
Hi [redacted],
Thanks for reaching out!
Please be aware that Dropbox Pro is a subscription service that renews automatically until cancelled.
Therefore, during the time that your subscription is active, you will be required to keep your billing information on file to maintain your renewing service.
However, if you prefer to no longer automatically renew your Pro subscription, you can mark your account to downgrade at the following page from your account settings:
https://www.dropbox.com/downgrade
Please note that when you cancel your subscription to Dropbox Pro, you will remain on your current Pro account until your next scheduled renewal date, at which point your account will be automatically downgraded to our free Basic service and no further charges will be applied to this account.
I hope this helps to clarify. If you have any further questions, please feel free to contact us at [redacted]@dropbox.com or at the following page:
https://www.dropbox.com/support
regards,
[redacted]
Final Consumer Response /* (4200, 11, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no resolution. This is the second response. It seems Dropbox are continually reiterating that I have to keep my credit card on file with them whether I like it or not. They say nothing about removing my card details. It seems Dropbox have no regard for customer concerns. Surely downgrading my account will do nothing for taking my card off their files? I still don't know if I have the right to have my card details removed?

Complaint: [redacted]I am rejecting this response because:
Hi [redacted],
 
I've attached several screenshots that shows what happens when I try to contact them.  I've described them and listed a description below. 
 
1.  The chat is closed
2.  You have to click on the email link to email them, I did that and I asked for an update on my ticket number.
3.  I submit the email and it takes me to another screen with no confirmation of the email
 
Now, please keep in mind that I've let the business be well known that I did not wish to subscribe and I wanted it cancelled, and I wanted refunded in full.  They told me it was cancelled, it wasn't so I went in and cancelled it myself, and it was cancelled, but they've reactivated it!
 
4.  Billing still shows an active account
5.  It shows it will even be renewed on 5/18/2017!!
 
Please do not let my case close until they have refunded my monies.  I want to continue my complaint and I will take this as far as necessary, even if I have to sue Dropbox for fraud.  I'm an IT admin for multiple law firms in my area and any one of them would love this case.
 
[redacted]
Sincerely,[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 feel free to reach out to us at [redacted].
 
Thank you for taking the time to reach out to us and the Revdex.com.
 
Regards,
[redacted]

Please close this complaint. I have been issued a full refund from the business.
 
Thank you.

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 with them.
I found the support ticket you opened with our team.  It appears from our records that you were billed for an annual Dropbox Plus subscription in October 2017. As explained by our agent, we do not currently offer paid plans less expensive than Dropbox Plus, however all Dropbox Basic accounts receive two free gigabytes. We were unable to provide a refund in this case, however have cancelled your subscription and you will not be billed further.
If you have have further questions or concerns, please reply directly to that message with our agent, and they will be glad to help you further.
Thank you for taking the time to reach out to us and the Revdex.com.
Regards,
[redacted]

Final Consumer Response /* (2000, 6, 2015/06/11) */
On 6/9/15 Dropbox has issued full refund for inapropriate charge against my credit card account. Please consider my issue with this business to be resolved. Thanks a lot for your support!

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]

Hi there,My name is [redacted] and 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].com.Thanks for taking the time to reach out to the Revdex.com.Regards,[redacted], Dropbox Customer Experience Specialist

Hi there,My name [redacted] and 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].com.Thanks for taking the time to reach out to the Revdex.com.Regards,[redacted] Dropbox Customer Experience Specialist

Initial Business Response /* (1000, 7, 2015/08/25) */
Hi [redacted],
Thanks for reaching out to Dropbox!
I understand that you have some questions about the charge that occurred from your Dropbox for Business trial.
Our support team would be happy to look further into your issue, if you could...

please reach out to us directly at [redacted]@dropbox.com or at the following page:
https://www.dropbox.com/support
Once our support team has received your request we will be able to look further into your charge.
Thanks!
[redacted]

Complaint: [redacted]I am rejecting this response because: the response is irrelevant and unrelated to my complaint. The business response reflects a complete refusal to acknowledge the content of the complaint. In effect, this response is a "non-response." Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I was finally told by PayPal that they are holding the $750.00 for what reason I can not figure out. They were passing blame on my discover card that is out of the picture. So what do I do now PayPal is not informing me when they will release funds.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/16) */
Hi [redacted],
Thanks for your feedback.
Our records show that on November 15th, 2015, you had written in a support request to Dropbox.
On November 16th, I had responded to your request and processed a full refund of $750 and cancelled your...

Dropbox Business subscription for your account under [redacted]@yahoo.com.
I hope this helps to clarify. Please feel free to contact us again at [redacted]@dropbox.com if you have any further questions.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/17) */
Hi [redacted],
Thanks for reaching out!
I understand that you were charged after your trial for Dropbox for Business had expired and you're interested in cancelling your subscription.
It sounds like you've already contacted us via phone,...

however, if you could reach out to us using the email address that is associated with your Dropbox for Business account, I will be happy to look further into your charge.
You can contact us directly at [redacted]@dropbox.com or from the following page:
https://www.dropbox.com/support
Once we have received your email support request, I will be happy to review your charge.
Thanks for your response!
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */

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.
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]. Our Customer Experience team will be happy to assist.
 
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].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] 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] Dropbox Customer Experience Specialist

Complaint: [redacted]I am rejecting this response because:  Dropbox does not  openly publish  the process in which a customer can contact them with an issue.  This "request" that I must "open" with Dropbox cannot be found on Dropbox's website.  Therefore, the only alternative I had was to file a complaint with the Revdex.com.  .  It is important to note this as well: Before filing the complaint with the Revdex.com,  I called the phone number listed on my credit card bill that is associated with the unauthorized charge of $750.  I didn't connect with a person. 
For these reasons, I reject their response on principle. I should not have to file a complaint outside of a company because the company refuses to publish a process to address customer issues; including erroneous billing charges.  On practicality,  I accept their response because apparently it is the only way to advance this issue.  I will follow the instructions as outlined in Dropbox's reply and give Dropbox an opportunity to resolve this matter. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:The response was simply that they responded, but there was no content in the response. As an update, I found an older prepaid phone I used on vacation a year ago, and found that an app on that phone was still linked. I retrieved the data and then removed all data from the Dropbox account. Their customer service at no point ever offered a workable solution, and I was able to resolve it myself by sheer accident. At no point following this complaint did Dropbox ever reach out to me by any means to address the complaint or follow up with it. 
Sincerely,
[redacted]