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Forum Discussion
Ilegal credit card usage
My conversation with Kim over someone using my credit card to start an account on Dropbox. Buyer beware.
And if this conversation is deleted, I'll be posting about it on the major news services!
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Ticket #8516958: DB: $99.00 charge on my credit card that I didn't charge! You can add a response by replying to this email. Please be sure to reply with the same email address that you used to originally contact us.
Kim, Nov 4, 9:25 PM PST: However, if you cannot find the charge in question, or if you have additional questions to that charge, I will need all of the following information for security reasons: • Card type
• First six digits of the card • Last four digits of the card • Full name on the credit card charged • Date of charge • Amount charged • Billing postal code Additionally, if you have the 12 character alphanumeric transaction ID shown on your bank account, please send that on. Alternatively, if you paid with PayPal, I will need the PayPal transaction ID. You can find this ID by logging in to your PayPal account and clicking on the transaction in your account history. Thank you in advance, looking forward to your reply! Best regards, Kim
Kim,
I've found out that there's a charge from last year also. At the time, I was in the middle of renovating a new home and had so many charges happening that I didn't catch the first charge from Dropbox.
I've checked several email addresses that I use and none have replied with a password reset email.
Card type xxxx
• First six digits of the card xxxxxx • Last four digits of the card xxxx • Full name on the credit card charged Paul Day • Date of charge 9/30/17 - xxxxxxxxxxxx 10/4/18 - 141-xxxxxxxxx • Amount charged $99.00 $99.00 • Billing postal code xxxxx xxxxx Another reason I know this is not my charge is I NEVER use any auto renewal service.
Thank you,
Paul Day
Hi Paul,
Hi Kim,
Thanks for clarifying that this is not my account and somehow someone was able to use my credit card illegally.
I expect a full refund of $198.00 as this was obviously not me using your service. If I don't receive a full refund I will pursue legal action against Dropbox for not properly verifying the owner of a credit card during purchase. If it's happened once, I'm sure it's happened before to others.
May I suggest that you contact local authorities to track the person who is fraudulently using your system to recover your lost funds. You have their email address and I'm sure that your system tracks their upload IP address also.
Thank you,
Paul Day
Hi Paul,
Excuse me, YOUR NOT EVEN GOING TO GIVE A REFUND? and you know that the charge was ILLEGALLY placed. Oh, and your so unconcerned about the theft that your going to DOWNGRADE the account, not close it and attempt to go after the person who used my credit card illegally. NO, that would make too much sense.
WOW, is that ever smart and how NOT to run a business. BOY, first this email chain will be sent to the credit card company so that they'll see you're at fault and then I'll get my money back. In the mean time I'll start posting about Dropbox and how they're letting stolen credit cards used on their system and then seem totally unconcerned when notified.
As proof, I'll be attaching this email post to all posting. We'll let the public decide, like on the Dropbox forum first.
Paul Day
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Now I ask you, would you expect a FULL refund if you were in my shoes? Also, Kim seems totally unconcerned that Dropbox is not properly venting CC#s when being used on their system.
Paul Day
Hey there Paul ( paulday) - apologies for the inconvenience this has caused so far; I understand where you're coming from and I'd like to help with this as much as possible.
Therefore, I found your existing ticket in our system and escalated it to our Payments department in the hopes that they might be able to help further at this point.
Take a look at your email's inbox for my message and we'll take it from there.
Thanks so much in advance and have a lovely day ahead!
PS: I removed the personal information from your post for security purposes and to align it with our Forum's guidelines too.
- Walter
Dropbox Staff
Hey there Paul ( paulday) - apologies for the inconvenience this has caused so far; I understand where you're coming from and I'd like to help with this as much as possible.
Therefore, I found your existing ticket in our system and escalated it to our Payments department in the hopes that they might be able to help further at this point.
Take a look at your email's inbox for my message and we'll take it from there.
Thanks so much in advance and have a lovely day ahead!
PS: I removed the personal information from your post for security purposes and to align it with our Forum's guidelines too.
- Mark
Super User II
Hang on - somebody has used your card for two years (and your saying illegally as you say you didnt put it in to Dropbox.com) then surly you should be contacting the fraud team of your card company and cancelling the card/getting new numbers etc. as the card is compromised? I'm also sure that the T&Cs will state on the card that you should be checking statements to spot things like this quickly.
Once you contact the card company they can then do the things about chargebacks etc. (although within the UK the limit is 90 days - not sure about the USA).
Dropbox does vet and check all cards but, as you know, cards do get stolen/cloned, or, people sign up and not realise they've done it, forget and then you know say it was an illegal charge...
- Rich
I have to agree with Mark here. You go to Dropbox to cancel the service and allow them to handle the issue internally (they're right not to discuss it any further with you), and then you go to your bank to handle the reversal of the charges.
Your bank will work with Dropbox to resolve the issue using whatever remedies you're entitled to. This is what your bank does, as a service to you. Let them do their job.
Thank you Walter. I've been contacted and funds are being refunded.
FYI, I had to give my CC info over the phone for a custom order a week before the first charge on Dropbox last year, only time I've ever had to do that. Company info is being handed over to the CC company.
Have a good day.
- Walter
No worries Paul - we're always here to help as much as we can from our side - especially in cases of fraud such as this one. I appreciate you circling back to this thread to let me know about the progress on this matter too :slight_smile:
All's well that ends well, right?
Have a lovely day too paulday!
- Hi Paul, my account was also stolen/ hacked, and they have taken two payments already. I hope I get my money back??
- Mark
If your account is stolen/hacked it is the credit card companies responsibility to sort. After all, how many other purchases will they make?
- Hi Mark. I have also contacted the bank, and you are right they have taken other money. But hopefully drop box will be able to work with them and me, to refund this?
Thank you for contacting Dropbox Support! My name is Kim and I'd be happy to help you with this charge!
Dropbox currently only offers phone support for Business Standard, Advanced and Enterprise subscribers however, I am more than happy to assist you via email.
I don't see a charge for your account at [personal information removed for security purposes] — is it possible that you have another account under a different email address?
You can look up a credit card charge with our credit card self-serve lookup tool here:
https://www.dropbox.com/payments/find_receipt