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Forum Discussion
Dropbox cancelled my subscription of 2TB plan
A week ago, my Dropbox desktop app suddenly stopped syncing files. I checked the problem and found out that Dropbox had canceled my 2TB subscription plan for no apparent reason, downgrading my acc...
Megan
Dropbox Staff
Dropbox StaffHey there, vicjufu_data, let's jump right into this!
I took a look into our system, and I can see that your case is already being handled by our specialists.
I'm referring to ticket number 23443418. I’ve left them an internal note on your behalf, and changed the priority to High. They should get back to you as soon as possible.
I know this isn't ideal, but I trust that we'll do our best to assist, and rectify the issue.
Thanks a bunch!
Hi Megan,
First of all, thank you for your quick response. The issue is not the time that support needs to handle the situation. The problem is that nobody has answered me in 4 days, despite my daily inquiries for information. A brief message like yours (less than 30 minutes after mine) would have been enough for me not to be worried.
I will wait a couple more days. Waiting for over a week just to check the payment, I think, is enough. I have already sent my credit card number, transaction ID, and a screenshot of the invoice. It is not a difficult problem to solve.
I have another question. In case the problem is fixed soon, can I request a refund for the week that I have not had any service? I think it's fair that Dropbox gives me that money back.
Regards,
Víctor.
Well, I'm writing this message to inform the community about the "solution" that the support team has provided to me.
As I mentioned in my first message above, I opened some tickets to restore the subscription I had paid for until January 2024, and suddenly Dropbox downgraded me to the Free-plan without my consent. My inquiry was very clear: "Please, restore my 2TB plan ASAP. I need to sync my files for my job."
Today morning, after a week of waiting, and thanks to Megan, I received an answer from the support team confirming that a refund has been requested and I will receive my money back in 3-4 days.
This is, without any doubt, a declaration of intention. Dropbox is inviting me to take my money and leave. It's a pity after 10 years as a client of Dropbox. In none of the tickets I opened did I request a refund. I just wanted to fix the problem to continue working with my files.
I am worried about the fact that someone inside Dropbox, without my consent, decided to downgrade and cancel the plan that I had paid for.
No apologies, no alternatives provided for my problem, no solutions offered, and no intention shown for me to stay here. I can't say that the support team wanted to solve my problem.
- Megan
Hey vicjufu_data, glad to see that you received a reply back from the agent working on your case!
I will pass on your comments to the relevant departments so that we can further improve our support service so that if you have to get in touch with Dropbox Support again it will hopefully be a much better experience.
If you need anything else, let me know!
- Hi Megan.
I faced with the same situation a couple days ago. My 2TB subscription plan was cancelled for no apparent reason, downgrading my account to the Free Plan, so I cannot use my account as I got used to, and it caused problems.
I have no idea how to contact to support team to solve this problem since it’s impossible with Dropbox’ support policy based on the type of plan.
Due to the situation, I am looking for refund for my Dropbox Plus purchase made on 6/16/2024.- Megan
Hey shar04ka, thanks for letting me know!
I just sent you an email, in order for us to have a closer look into this. I'll see you there.
Cheers!
- I finally had to switch to Google Drive, since no one wanted to fix or explain what happened. It’s not the same as the Dropbox app in terms of sync speed, but it’s good enough for me, cheaper, and above all, the customer service is far more efficient than this.
shar04ka, I wish you better luck than I had.
