Dropbox

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ 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

Final Consumer Response / [redacted] (2000, 10, 2016/01/19) */ Company contacted me and provided full refund

Complaint: [redacted] I am rejecting this response because: I have already reached out to the email address provided, multiple times, and don't get a response That's why I went to the Revdex.com in the first place Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ Hi ***, Thanks for your feedback! Our records show that your account under [redacted] @uvu.edu was signed up for a day trial for our Dropbox Business subscription plan on 09-20-2015, which was charged for it's first year on XX-XX-XXXX after the trial had expired without being cancelled However, our records show that you did receive a full refund of $on XX-XX-XXXX and your Business account has been closed Additionally, your Business account has been closed and reverted to a free team If you'd like to leave your free team, you can do so by going here: https://www.dropbox.com/team To leave the team, click the 'X' next to your name in the list of team membersThis will return your account to a personal accountPlease note that when you leave a team, you will no longer have access to any files in your team folder I hope this helps to clarify Please contact us at [redacted] @dropbox.com if you have any further questions Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dropbox refunded me the full amount

Hi there,My name is [redacted] 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 [redacted] [email protected] 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 $ I didn't connect with a person For these reasons, I reject their response on principleI 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 matterSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the response is irrelevant and unrelated to my complaintThe business response reflects a complete refusal to acknowledge the content of the complaintIn effect, this response is a "non-response." Sincerely, [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 / [redacted] (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 TB subscription at GBP Currently, we no longer offer a TB plan for new subscribers, however, per your request in which you had stated: "I confirm I would like 5tb of storage for $per month." Our agent was able to make an exception and convert your account to our older TB plan, and you were charged a pro-rated amount of GBP on 09-26-2015, and then your account continued at new new rate and you were charged GBP on 10-16- 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 userPlease note that when you share a folder, any user that has joined the folder, by default has the ability to add, remove, or edit filesHowever, 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 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 / [redacted] (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 $per month." Today the exchange rate for $USD = £Sterling Why are you charging me £This is not what we agreed Every month you are over charging me £ Final Business Response / [redacted] (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 https://www.dropbox.com/plans Please note that your account under [redacted] @99giants.com has not been billed $US Dollars but rather British Pounds per month, which was the standard rate for a 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 clarifyPlease contact us at [redacted] @dropbox.com if you have any further questions Regards, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear ***, This is not what agreedBefore you deleted my account in September I was happily paying $a month You deleted my account and forced me to set up a new one and we had agreed a price of $a month Now you refuse to honour that agreement and you are over charging me about £every month, that is totally unacceptable and I want refund Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: THE SOLUTION PROVIDED DOES NOT WORKI HAVE RESPONDED TO THE BUSINESS, BUT HAVE NOT HEARD BACK, WHICH IS PRECISELY WHAT HAPPENED IN THE FIRST GO-ROUNDNO WORKABLE SOLUTION HAS BEEN OFFERED.Sincerely, [redacted]

Hi there,My name is [redacted] s 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 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

Complaint: [redacted] I am rejecting this response because: I have already responded to [redacted] twice with no response but your company continues to charge my paypal account Attached is a copy of a charge with a transaction ID number The emails associated with this account are - [redacted] - my name is [redacted] The last four digits to my paypal business mastercard is [redacted] what else do you need? Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I never received a confirmation email that a payment ($750!) had been paid after the trial periodI never used DropBox business functionality and thought I had a free account to use with one account - my activity should be able to be tracked on Dropbox's endDropbox said they could not refund the money ( [redacted] told me that by phone)I do not understand whyI think Dropbox business practices are suspicious as why would someone using a trial want the most expensive, extensive plan as default?? See attached for how I discovered I had a business account...upon renewal March after the one-time payment of $a year earlier Sincerely, [redacted]

Hi there,My name is [redacted] 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 teamI see that our team is currently reviewing your case and working on the next stepsIf you have any additional information to provide in the meantime, please reply directly to that message and continue to work with our support team.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 continue to work with our agent directly via the support ticket you openedOur Customer Experience team will be happy to assist you Thanks for taking the time to reach out to the Revdex.com Regards, [redacted]

Complaint: I am rejecting this response because the business (Dropbox) just stated he found a ticket about the customer service I had called to try to solve the problemHowever, that agent did not solve the problemShe insisted that the full year of dropbox business must be paid in full and last till the end of the yearShe also mentioned that the one year option selected was not reversibleNowadays no business should lock their customer for a full year without having any option to reverse and refund what is not usedIt is also very confusing for single Dropbox users to know the Dropbox business account must include licenses so you are paying for Dropbox account all at once Sincerely, [redacted] ***

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

Complaint: [redacted] I am rejecting this response because: I need assistance with their response and they will not provide a phone number just a complicated computer programming fixWhy do they get away with out responding by phone and offering assistance?Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ Hi ***, Thanks for reaching out! I understand that you were recently charged for a yearly subscription to Dropbox Pro, when you had intended to sign up for our monthly plan My name is [redacted] and I am a billing specialist for Dropbox and I would be happy to assist you with switching to our monthly Pro plan If you could please write to us directly at [redacted] @dropbox.com or from the following https://www.dropbox.com/support Please write to us using the email address that is associated with your Dropbox accountOnce we have received your request, I will be able to assist you further with adjusting your subscription Thanks in advance for your response Regards, ***

Revdex.com: After intense wrangining with DropBox Customer Service, they finally iniiated a refund, which has not yet appeared on my credit card Dropbox is a rather arrogant, obnoxious company and I would not ever trust them again to handle anything related to billingDo not give them a payment methodThey will abuse it Their attitude is heavy-handed, high-minded, etc and their downgrade process has been meticulously designed to thwart the downgrade process I would encourage a more active role on the part of the Revdex.com into investigating their downgrade process, which is no doubt the source of much anxst and confusion 1) Make an account 2) Upgrade to plus 3) Try to downgrade You will plainly see that they force the customer through FOUR separate confirmations, the 2nd of which is an EXIT survey that is conventionally offered AFTER a process is *completed*They're playing games and they need to stop They do not merit an "A' rating with such chicaneryThey merit a D This is the worst form of corporate sleazeinessAs for the Revdex.com, it makes no sense that by filing a complaint I can't also file a ReviewWhy should my review be censored??? That makes no senseThey are a rotten company, playing dirty tricks with paymentsWhy should I be unable to speak the truth of the experience and warn others The Revdex.com's OWN review of Dropbox underscores issues with payments and billingsWhy should I not be able to speak the same? Such censorship is truly not fair and makes the Revdex.com look insincere I can understand, perhaps, saving the review until after the company respond's but why censor it completely? Thank you for your help and kind assistance with the matter Dropbox -- Never againNo wayNo how Bullies in the playground of life Best to you, [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]