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Forum Discussion
Is it possible to get a refund for a Dropbox for Business purchase?
Here's the full story.
In January 2105, I worked for a company and signed up for DropBox for bussiness account using my work email address. In March 2015, I left the company and lost access to that email address. I personally lost access to that service in March 2015.
This January, 5 days after my personal credit was charged $850, I contacted DropBox and asked for a refund over the phone. The person on the other line said there's no way for him to transfer me to the billing department and said that I can only submit a ticket via email.
I submitted a ticket via email and got a response that my concern was escalated. A day later, I was notified that I'm not eligible for any refund. I responded again asking to look into it again and asking for the phone number to call to reach the billing department.
I got the following response:
"I am currently the highest level of support and am more than willing to assist you with your concerns.
This issue has already been escalated and no exception could be made in this case. I do apologize for the inconvenience.
At this point, I would suggest disputing the charge with your bank/credit card company."
There was no easy way for me to remove my credit card information from that account. There was no way for DropBox to notify me about the fact that my card will soon be charged because I lost access to that email account.
Dear DropBox, is this really how you do business? Do you think it's fair to do this?
Please understand, it was impossible for me to prevent this charge and cancel the service on time. At this time, I'm ready to go public about this issue and notify major tech news website about how you treat customers.
thank you
Chicklet5 wrote:
I hope dropbox can help me resolve this issue - the second account was just a mistake.
Have you contacted them yet? If not, you need to.
Open your ticket here: https://bit.ly/cm-support
Track your ticket here: https://dropbox.zendesk.comOr, if you have a Dropbox for Business account, use the phone number found in your admin console under Help.
Replies take approximately 1 - 3 business days with Pro users getting priority (longer for Basic users).
Tom, thanks for your input.
It's strikes me how DropBox support and whoever is making the decision behind the scenes about the refund is failing to see the whole picture.
That’s a bad business practice and lack of common sense. I’m still hoping they will refund the money back onto my credit card. If not, I’ll have to contact my credit card provider.
Cheers
.
Tom H.Super User
Honestly,
Dispute the charge with the credit card company will often be your best result. IMHO, it will also be the best outcome for your time. Its a relatively easy process. It will take a small period of time.
Dropbox has a no refunds policy. Which they have conveyed to you above. The "no exception" portion.
This is the relevant help document https://www.dropbox.com/en/help/532
I am also a paying subscriber. I don't work for Dropbox, I am just a fellow user.
Unauthorized charges could cause issue, if they came at an inopportune time for us (myself and wife).
Best of luck,
I agree bad practice in the long run. I also am trapped in a business account as well, but as a paying customer might as well make sure other's are informed of this trap.
In short, Dropbox has the worst customer service I have ever received. Trying to get in touch with them is next to impossible. WeTransfer is where I will be taking my business. I sent an email to the 5000+ employees who work with my company and we all agree. This place is awful.
- Mark
Super User II
It has been five days and still the charges are pending on my account
That is, unfortunately, your card companies fault. You may want to call them and ask how long they hold the pending for.
If Dropbox has said they've voided it then they wont progress past the pending stage. The card company now needs to release the available credit to you.
I should have posted the resolution to this earlier but here it is.
After a week of calling/emailing/sending tweets I was going nowhere. I submitted a dispute through the credit card company explaining exactly how this happened. A few days later, Dropbox support person responded saying that I'll get a full refund.
It's hard to say whether Dropbox decided to bend their rules a little out of the blue or they felt the pressume from the credit card company.
At the end, I got my money back. Lesson learned - never give Dropbox your credit card. Their combination of rules, policies and auto-renewals is unethical.
Cheers and good luck everyone.
- Thank you evgeny r.!!! Very helpfull!!! I will do the same!!!
I am in the exact same boat but I actually wound up with TWO business accounts which charged me 2 full yearly memberships after my trial expired. 1700 bucks that I never intended to spend.
I wasn't having any luck uploading my files on my original account, the site kept crashing mid-upload. These were 2GB files, tops. Thinking my account simply hadn't been properly upgraded, I made a second throwaway account to test the uploading capacity. It crashed again, and didn't seem to have been upgraded from a basic (free) DB membership.
Fastforward to yesterday, I notice 2 850$ charges on my card - apparently both accounts were automatically upgraded to business without my knowledge. One for the main account (which still shows up as 'basic' not business) the other for the throwaway account.
I hope dropbox can help me resolve this issue - the second account was just a mistake.
- Rich
Chicklet5 wrote:
I hope dropbox can help me resolve this issue - the second account was just a mistake.
Have you contacted them yet? If not, you need to.
Open your ticket here: https://bit.ly/cm-support
Track your ticket here: https://dropbox.zendesk.comOr, if you have a Dropbox for Business account, use the phone number found in your admin console under Help.
Replies take approximately 1 - 3 business days with Pro users getting priority (longer for Basic users).
- Also - would you mind sharing if you live in the EU? I am in Canada and I am not sure we have the 14-day grace period for refunds that they apparently do in the EU.
- MarkChicklet - I'm in the EU (United Kingdom) and while I know this doesnt apply to you it may to others.
The 14 day cooling off period is a consumer right, it does not apply to businesses OR importantly business services/products. So a consumer buying something for a business/aimed at a business would not qualify for the cooling off period.
Unfortunately, I currently find myself in the same situation.
I was charged for a business account (I did not want to continue with the business account) and they issued a void for me because I caught it so early. It has been five days and still the charges are pending on my account. I signed up for a new DropBox Business account using another email address (as to not be charged). I have received no information about my voided charge and they are totally ignoring me. I have sent countless emails, left voicemails and even messaged via Twitter. I do not know what do do .
Thank you SO much Mark. All I wanted was a response from someone who is in the know. Have a great Friday.
- Mark
Note I dont work for Dropbox, I just know that if I process refunds it can take up to 10 days for them to appear / clear holds etc.
Personally - its a con for the card companies holding the money that long but ho-hum.
