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Sarah carrier 's avatar
Sarah carrier
New member | Level 2
2 years ago

My debit card is being charged and I want to cancel the subscription, but all my accounts are free

I am being charged on my debit card and I want to cancel the charges. All accounts that I have say there is no plan linked to them, so I don't know why I am being charged. There is nothing to cancel....
Billing
cancellations
Berneen 's avatar
Berneen
Explorer | Level 3
6 days ago

I have been billed by DropBox for an account that has no login details. I have provided the credit card details (even though they debited it), together with the previous card's details (apparently where my login might be hidden). All I get is "we can't find an account attached to your email". I have sent many personal emails, corresponded with Jimmy and still no solution. Does anyone know an actual human who can take control of this error. I cannot get this debit reversed - which is tantamount to paying for something that cannot be provided.

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    6 days ago

    Hi there Berneen   - thanks for bringing this to our attention.

     

    Since you've already contacted our support team about this, could you please share your ticket ID so that we can look it up in our system?

     

    Thanks so much! 

  • Berneen 's avatar
    Berneen
    Explorer | Level 3
    6 days ago

    Thanks Walter

    My ticket number is 24292893. I was dealing with Jimmy before he disappeared.

    Thanks for your help.

    • Walter's avatar
      Walter
      Icon for Dropbox Staff rankDropbox Staff
      6 days ago

      Thanks for the ticket ID Berneen    

       

      I can see that Jimmy provided you with an update on your ticket on the 30th of September and since there was no update for some time on that ticket, the ticket was automatically closed by our system. 

       

      Would you like me to open a new ticket for you from my end perhaps? 

      • Berneen 's avatar
        Berneen
        Explorer | Level 3
        5 days ago

        Yes please Walter.

        Jimmy asked for the credit card details on my expired card (thinking the account might be linked to a different credit card than the one that was debited?), which I supplied by return of email.

    • Megan's avatar
      Megan
      Icon for Dropbox Staff rankDropbox Staff
      5 days ago

      Hey @Berneen !

       

      Did you have the chance to check, and reply back to the email my colleague Walter sent you yesterday? 

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