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mathetesbl's avatar
mathetesbl
Explorer | Level 3
2 years ago

Password was hacked

Ok, here is my story - looking for info and/or advice. My Xfinity email account has been hacked several times over the past year. The last time (5 months ago) and yesterday, the hackers were able...
Dropbox Passwords
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mathetesbl's avatar
mathetesbl
Explorer | Level 3

Yes, it was moved to email.

 

Ticket #22488869

 
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
2 years ago

Thanks for the information, have you replied to the email requesting further assistance?

  • mathetesbl's avatar
    mathetesbl
    Explorer | Level 3
    2 years ago

    In reality, there was no reason to reply.  Here are Luis' two responses to me:

     

    Hi Bruce,
     
    Thank you for chatting with Dropbox Support today! This email includes a ticket number for your reference.
     
    As we previously discussed on our chat, you wanted to know why your account has been hacked.
     
    I would like to inform you that we do not have any information on our end regarding why your account was hacked, This has to do with your computer security on which we do not have access to.
     
    Let me know if you need more information, and I will be more than happy to assist. 
     
    Regards,
    Luis

     

    and last email:

     

    Your issue has been marked as solved.

     

    He was NOT helpful in chat, nor email.  I felt as if he did NOT comprehend what I was saying.  Clearly, since I felt he could offer no help, I did not see the point of continuing with him.

     

    That is why I am here.

    • Nancy's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      Hey mathetesbl, I'm sorry to hear about your experience. 

       

      I've checked your convo with our support team, and I'd definitely recommend replying back to them in the same email thread. 

       

      This way, they can send this over to our specialized team for you, and they'll investigate the issue on their end.

       

      Let me know if you have any kind of trouble with this, though. Jay has also left an internal note for you.

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