Dropbox

Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ Hi [redacted] , Thanks for reaching out! Unfortunately, we are not equipped to provide phone support at this timeI 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 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, ***

Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ Hi [redacted] , Thanks for reaching out! My name is [redacted] and I am a billing specialist for Dropbox and I would be happy to look further into your charges and assist you with cancelling any active Dropbox subscriptions If you could please submit a billing support request from the following https://www.dropbox.com/support Once we receive your request, we can identify the Dropbox accounts that are still being charged and assist you with downgrading the accounts to our free Basic plan I hope this helps! Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have submitted multiple requests through "https://www.dropbox.com/support" and have never had anyone respondI will try again but I am very unsatisfied by this "response" above because no actual person has ever responded through their supposed support systemOur credit card company said these charges should be considered fraud Final Business Response / [redacted] (4000, 9, 2015/07/31) */ Hi [redacted] , Thanks for reaching back out! Unfortunately, our records show that we have not received a support request associated with the email address [redacted] @codaworx.comI apologize for any confusion this may have caused If for any reason you were unable to submit a request through the Dropbox website, I would recommend emailing us directly at [redacted] @dropbox.com Once we have received your email, we will be happy to look further into your charges Thanks! [redacted] Final Consumer Response / [redacted] (2000, 11, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dropbox did not refund the charges which is disappointing, but we finally were contacted by a real person who at least cancelled all the accounts so future billing should not happen

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.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] with details of the problem you are experiencing and we will be happy to look into it furtherThanks for taking the time to reach out to the Revdex.com Regards,***

Complaint: [redacted] I am rejecting this response because: Apparently, the "response" didn't come through or I couldn't access itIn any case, the problem still existsI, almost daily, get requests to renew my dropbox account.Sincerely, [redacted]

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

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

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ Hi [redacted] , Thanks for reaching out! Unfortunately, we are not equipped to provide phone support at this time However, in addition to our support section of the Dropbox website, you may also email us directly at [redacted] @dropbox.com Additionally, you can update your billing information for your Dropbox Pro subscription here: https://www.dropbox.com/billing_info This page is also available from the main "Account" page within the Settings on the Dropbox website For more info, check out our Help Center guide: https://www.dropbox.com/help/ I hope this information helpsPlease feel free to contact Dropbox support directly if you have any further questions [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/10/07) */ Hi [redacted] , Thanks for reaching out! Our records show that on 10-05-2015, you submitted a support request to Dropbox regarding a charge that you had received on 10-04- Our agent named [redacted] responded to your request via email on XX-XX-XXXX and issued a refund for your charge I hope this helps to clarify If you have any further questions, please contact us at [redacted] @dropbox.com Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund was processed the day after correspondence Final Consumer Response / [redacted] (2000, 9, 2015/10/08) */ Dropbox customer support has since contacted me about the transactionThey have begun the process of refunding the charge, and it seems that my credit card number was used for a Dropbox account with an e-mail I do not recognize

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] Thanks for taking the time to reach out to the RevDex.com.Regards, [redacted] Dropbox Customer Experience Specialist

Initial Business Response / [redacted] (1000, 6, 2015/11/17) */ Hi [redacted] , Thanks for your message I understand that you had signed up for a yearly subscription to Dropbox Business and during your day free trial period, you had contacted Dropbox support on XX-XX-XXXX requesting to switch to a monthly Business subscription As it happens, we cannot make this adjustment for you from our endHowever, we had provided you with instructions to first cancel your current trial so that you would not be charged for a full year, and then once your trial had ended, you could then resubscribe to our monthly Business plan However, our records show that you had not cancelled your trial and as a result, remained on the yearly subscription plan Because your yearly Business subscription charge has already been processed, we will not be able to adjust your Business team to a monthly subscription until your current yearly billing cycle has ended I'm sorry to hear about any inconvenience that this may cause Please feel free to contact us at [redacted] @dropbox.com with any additional questions regarding your Business subscription Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive the instructionsDropbox did not provide proof of reception of those instructions with time stampI called Dropbox after my initial chat session with them on Sept9th to ask if the change could be done on Dropbox end and was told it could "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." They should be able to trace call with the pin I generated and perhaps even find the call recording and listen to itOn sept14th I entered the hospital for a major surgery and was in recovery until November I could not follow up on this like I would have normallyDropbox also did not sent a reminder before charging the credit cardThe terms for this trial/service were not available after the initial subscription to the trial in "my account" section Dropbox sets the default option to Yearly instead of Monthly and makes it difficult after for us to change and don't accept chat request of phone call? This is unethical and immoralI do not believe there is any coincidence in how they have sthis system, it is designed to ensnare people in unforeseen and poorly explained financial commitments Even though the email they sent us informing us of the successful billing tells us there is, and gives a link to a page where you can cancel your subscription at any time, but no such option exists on the page the link sends you to I would like a refund of the 850$ charge and be billed 85$ per month

Complaint: [redacted] I am rejecting this response because: I don't have any new (within the last 1/year) response from Dropbox They can call me at [redacted] or email me at [redacted] Or they could just refund my credit card for the year's business subscription for the company I did not work for anymore and which went out of business 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 meAs you can see there is no way to talk to someone from DropboxI have told them via your communications that they are not authorized to charge any further for there services.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 meMy issue was resolved quickly and appropriately Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Instead of resolving the issue (which was that another account somehow swallowed my paid subscription with their trial version), the suggestion they made was that I was in error for not knowing that's how Dropbox worked I went ahead & followed their instructions to get my account back to normal, sure enough there was no account & all my data was gone I did back it up prior to that, I knew that's what was going to happen They didn't listen to one thing I said about it, and sure enough I was right it's a glitch on their end of things that they refused to acknowledge in the first place 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 themI found the support ticket you opened with our teamOne of our support agents has reviewed and responded to your request [redacted] sent you the steps to update your account with your Plus subscription to the correct email addressIf 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,***

Initial Business Response / [redacted] (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 usersI 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 TB at $per month or $per year You can view our current plans and prices at the following 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 / [redacted] (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 $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 DropboxUnfortunately, your contact e-mail system does not provide proof of such e-mailYour records ought to indicate that I had not used your service after 05/28/

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

Hi [redacted] My name is [redacted] 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 see that your most recent ticket [redacted] has been received by our team and is currently being reviewedOne of our agents will be reaching out to you shortly with additional informationPlease respond directly to that ticket with any additional information or questions you may have Regards, [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 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] Dropbox Customer Experience Specialist

Final Consumer Response / [redacted] (2000, 9, 2016/01/06) */ The business contacted me and offered a refundThank you