Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up an account on monthly payments for a trial period. The trial came and went and they charged my account for an entire year at once. I reached out to cancel and they advised they can't cancel or issue out refunds. I advised my company already has an account set up for me that I didn't originally know about and I dont need 2 accounts. Still haven't heard anything. They charged me 589 for nothing and they can easily look up my other account. BAD BUSINESS

  Business Response

  Date: 11/04/2024

  Hi ****,

  I am reaching out in regards to your Box dispute filed with BBB. I am the Team Lead for our Billing and Cancellation's Team here at Box and have reviewed your account details in addition to your cancellation/refund ticket #*******.

  After review, I do see there have been internal notes made on your ticket that authorizes a full refund of $589.95 back on your ***** Once it is processed, you will be notified. Please note that once processed, it will take 3 to 6 days to appear on your end. 

  Thank you for raising this and I apologize for the initial pushback you received. Being that you already have a company Box account, it is not necessary for you to have 2. That said, if you'd like to free up your email from the account that is being cancelled, I recommend you ask them to downgrade to A free individual account. That way, the admin of the company Box account can invite you as a user in that account. 

  Hope that helps! If you have any questions, please do not hesitate to ask.

  Kind Regards,

  *****

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not sure of the exact date. It was a trial period to use their cloud services. I wanted to download a doc, and I was sent a link. When tge trial expired, or if you didn't cancel, your "subscription" would begin. I think it was supposed to be $20 for a month. I was charged $1980 for several accounts! I haven't been given a viable contact when I've called, only instructions to cancel the sub in an email, and then they would cancel. I'm not sure why I have to cancel something I didn't sign up for. Even if I didn't cancel the trial, it certainly doesn't amount to 1980!! Their "invoice" shows several month subscriptions!! My failure to "cancel" doesn't imply that I want 10 accounts!!I am beside myself--and poor. This is a lot of money to me, and it's a ridiculous notion that I would put $1980 into this type of thing.

  Business Response

  Date: 11/04/2024

  Hi *****,

  I am reaching out in regards to your dispute filed against Box with the BBB. I am the Team Lead for our Billing and Cancellation's team here at Box. I have reviewed your account details as well as the related ticket #******* for the refund. 

  Upon review, it does look like we have issued the full refund of $1,981.80 back on your **** card. The refund was processed on October 29th and takes about 3 to 6 days to appear on your end. As for why you were charged, I do believe there was some sort of oversight -- and apologies, I can only relay the things I see on my end.

  On my end, it looks like on August 16th you had signed up for a 14 day trial for 10 Business licenses (each license is $180). Trials will automatically convert to a "live" paid subscription after the 14 days unless we are notified prior of the intent to cancel. Unfortunately because we never received that notice prior to August 31st (the live date), the system automatically converted you. This is standard. 

  Based on the circumstances however, we do believe there was never any intention to utilize our services and that is why we issued a full refund. 

  Hope this helps and please let me know if you have any questions.

  Kind Regards,

  *****

  Team Lead

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22461430
  
  I am rejecting this response because:

  I still don't have my money.

  A credit may have been put through, but that card was cancelled when I reported the $1980.00 charge on my account as fraud. 

   

  I don't believe there was any oversight or typo or mistake at all.

  After dealing with this company for a short time, I am stunned and in disbelief they are in business.

  This is by far not the first complaint. Let's see just what their "terms" allow them to extort. Someone should really take a look.

  I could go on but I won't. I'll be investigating what I can do to change things so this doesn't happen to people.

  So see, I can't give my new card. But my bank said that they (the bank) should have noted my account was closed, but still processed the credit.

  I have really been without my money long enough. 

  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/07/2024

  Hi *****,

  I appreciate your response but unfortunately there is nothing further I can do as we have already actioned everything possible in-line with your request. In regards to the refund, as long as the credit card account still exists, the card number, exp. date, etc. can change. The refund will go through and post as normal. If the account no longer existed, the credit card company would have rejected our attempt to process the refunds.
  
  An analogous example is if a woman gets married and changes her last name, she is the still the same person. The same goes for credit card accounts. If the credit card information is changed, the account is still the same. Our end shows the refund successfully went through.

  Your account has been cancelled, a full refund has been issued, and there is nothing further we can assist with. 

  Thank you,

  *****

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22461430
  
  I am rejecting this response because: my bank hasn't received the credit.

  It is contradictory - that one would sign up for 10 business licenses, yet at the same time never "intend to sign up."

  What I infer from that is that you know that no one intends to sign up, but too bad, we have our TERMS.

  The math on the invoice  doesn't add up to what was hijacked from my bank account.

  I've been violated. This isn't about "terms."  They throw it out there and see if it sticks. 

  How can we rely o n The Bbb rating, considering this company has a BBB rating of  A+?  

  If the company processed my credit, then it will come through. I dont have much faith that it was processed. So I reject the answer. I still don't have my $2000.00. There's no way it's legal or ethical to just take what they did. I'm a senior citizen who still works because I need the money. This company ignored my pleas, refusing to return my money. 

  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried Box *** and Was dissatisfied for the price 24 hours after the charges came through on my credit card ($575 charged for a year subscription)I Called and then emailed the business asking for refund per their protocol ********************************* They basically emailed back that they wouldnt issue a refund This is ridiculous and their customer service is clearly outsourced and none of the agents can solve any issues regarding billing Emails from ***** and *** came through basically stating that the sale is final even though the cancellation was literally 24 hours after the credit card charges LOOK INTO Case: #******* DO THE RIGHT THING and refund the money

  Business Response

  Date: 10/15/2024

  Hi *****,

  I am reaching out in regards to your BBB dispute filed against Box. I am the Team Lead for our Billing and Cancellation's team at Box and have thoroughly reviewed the related case #******* in addition to your account history. 

  I do see that you had signed up for Box on October 5th and reached out to us on Thursday, Oct 10th. Normally we allow 3 business days for customers to dispute their online transaction in which we would offer a concession (refund) without any pushbacks. In this case, being that Oct 5th was a weekend, you had until October 9th to raise this as an issue. That being said, I am going to approve this as a courtesy.

  I have already relayed my internal notes in case #*******. You will receive confirmation once the refund has been processed.

  Thank you,

  ***** - Team Lead at Box

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2023 I looked at box to see if it was a fit for our organization once of the things it required was to put in a credit card. After looking at the application I felt it was not a good fit and before I left I hit the cancel button. I never went into box again. I was reviewing our transactions from this week and found a charge for $180 reached out to customer service which resulted in unsatisfactory results. I then reached out to the customer service phone line again they just told me that I would have to reach out to the online billers. I asked for a phone call but heard nothing back I hope to resolve this as I feel it is predatory they way they made this transaction happen

  Business Response

  Date: 09/06/2024

  Hi ****,

  I am reaching out in regards to your dispute filed with BBB as I am the Team Lead for our Billing and Cancellations team at Box. I have reviewed your complaint as well as the related ticket (#*******) -- based on my evaluation I do believe there was never any intend to renew. I am approving your request of an immediate cancellation and full refund. You will be communicated to in the ticket, please allow 3 to 6 days for the refund to post back on your credit card.

  Thank you,

  *****

  Team Lead

  Customer Answer

  Date: 09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company reached out about services and I called and stated that I was not interested in continuing. Despite this, they charged my card for almost $600.00 presumably claiming that I extended a trial period. They used the address of my college on the form, I don't even know where this would have come from. This is an absolute scam. I requested charges be removed immediately and for a phone number and they fail to respond. I have disputed with my credit card company, apparently this is a common issue. It's absolutely misleading and fraudulent. They have also not indicated that they have closed my account and are not continuing to bill despite my direction for them to do so. This company is an absolute scam.

  Business Response

  Date: 09/02/2024

  Hi ****,

  I am reaching out as I am the Team Lead for our Cancellations and Billing Team at Box. I reviewed your dispute, in addition to the related tickets #******* and #******* as well as your account details. Apologies for any confusion and frustration your Box trial has created. Our Cancellation Policy is quite simple in the fact that, so long as you request the cancellation within your trial period, it would be cancelled. 

  I see that your "live" conversion date was August 31st, and you had submitted a cancellation ticket (#*******) on August 30th. Unfortunately, unless you were to manually cancel in-app yourself, you risk the "auto-conversion" when submitting the cancellation so close to the trial end date -- this is because all cancellations are manually processed. It takes approx 24-28hrs to handle any ticket requests that get submitted to *********************************. 

  This is why you had been charged $583.20 as your cancellation ticket was not yet addressed prior to converting to a paid subscription. I do see that you have since been issued a full refund of $583.20 back on your credit card today (Sept 2nd). Please allow 3 to 6 days for the refund to post on your end. 

  If there is anything else I can assist with, please do not hesitate to reach out. And enjoy your cruise!! I have never been on one but my sister really wants me to do the Alaska cruise with her.... something about it makes me nervous! I hope you are enjoying it, especially if it is your first time! I know the food would be divine.

  Kind Regards,

  *********************

  Team Lead

• Initial Complaint

  Date:08/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked Box to cancel my subscription last year and it was set to pending deactivation. There was a possible breach into my account in May, and ********************** decided that they would sign me up for a renewal based on this. They did not provide notice that my account was switched back to renewal status.I have not used Box's services in over a year.Box sent an invoice on 8/20 and a notice that I was being charged on 8/26. I replied on the same day.Box support refuses to cancel my account and will not get rid of the charge or pro-rate it.

  Business Response

  Date: 08/30/2024

  Hi *******,

  I am following up with your dispute filed with the BBB as I am the Team Lead for our Billing and Cancellations team at Box. I have reivewed your complaint in addition to the related case 3159924 and the account details.

  Based on the circumstance, I do believe there was never any intention to renew. I apologize for the back and forth you received -- while we do have a strict auto-renewal policy, there are circumstances that should be considered. Ultimately, your case should have been pushed up the ladder based on your outline and I am sorry this was not the case.

  I have left internal notes in the ticket, approving an immediate cancellation. Side note, you were never charged for this. The invoice is open on the account and we are having it removed. Should you wish to downgrade to our free Lite subscription, you may do that as well. This allows you to keep all your content intact, as it is limited to 10GB of free storage space. Up to you! No charges incur with that subscription. When your account is deactivated, at the 120 mark it is no longer accessible if you ever wanted to retrieve any files/folders. That is why I advise to downgrade to free Lite because... why not?! It is free and you get to keep your stuff! Simply just follow up in the ticket and mention you'd like to downgrade to free Lite instead :)

  Hope that helps and have a great weekend!

  *****

  Team Lead

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Box, Inc. regarding their egregious failure to cancel my account despite multiple requests over the past two years. I am deeply frustrated and disheartened by their continued disregard for my clear instructions and their refusal to honor my cancellation requests, in addition to further not agreed upon charges made with fraudulent malicious intent, failure to respond to my request in a timely fashion that then put me in breech of contract due to their delay in response. In addition to not receiving any prior notifications as a representative of the company claims. For the past two years, I have consistently requested that Box cancel my account and cease all billing. Despite my repeated attempts to resolve this matter directly with the company, including written requests and follow-ups, my account remains active and has been auto-renewed against my expressed wishes.Recently, I received a response from Box indicating that my account renewal is due to their "Online Terms," which, according to them, I agreed to at registration. This response is not only dismissive but also fails to address the core issue of their non-compliance with my explicit requests to cancel the account. The most recent communication from Box (referenced below) is unacceptable and does not resolve the issue at hand. I request your help in resolving this matter.

  Business Response

  Date: 08/06/2024

  Hello,

   

  We have honored this request and the account has been refunded and cancelled as of 8/1/2024 and was confirmed back to the customer in support ticket *******. 

   

  No further action is needed.

   

   

  Customer Answer

  Date: 08/09/2024

   
  Dear Better Business Bureau,
  
  I am writing to express my dissatisfaction with the business's response to my complaint, identified by Complaint ID ********.

  Despite my efforts to resolve the issue amicably, the company did not make any prior contact with me before deleting all my files, the option of transferring the account to 1 seat instead of the unnecessary 3. Nor did they address that I am not a business, but an individual user. I am not a corporation. I do not employ others. I am one woman struggling with freelance work, This deletion of the account has caused significant disruption to my work and has made it impossible for me to retrieve any of my files even while the account was active.

  I am deeply troubled by the company's actions, which I believe to be fraudulent. The handling of my account and files has been extremely unprofessional, and I am considering the possibility of a class action lawsuit as I have discovered that at least six of my colleagues have experienced similar issues with this company.

  While I acknowledge that the company has canceled my account and that the reimbursement process is underway, I am concerned that the refunded amount is not complete. The reimbursement received is short by a few dollars, and no explanation has been provided for this discrepancy.
  I urge you to reconsider your ratings of this business and conduct a thorough investigation into their practices.
  Thank you for your attention to this matter. I will only accept the business' response when all funds are registered as returned to my bank account.
  
  Sincerely,
  *************************

  Business Response

  Date: 08/09/2024

  Hi *******,

  I am following up with your dispute as I am the Team Lead for our Billing and Cancellations team at Box. 

  I have reviewed the history as well as your account details. I would offer to dismantle your account to our free Lite subscription, but unfortunately it is limited to only 10GB of storage space. Being that your account has over 500GB of content, you are already subscribed to our cheapest plan which has unlimited storage (if you wished to reactivate). 

  I re-opened case #******* and am approving a full refund. I see you were issued a full refund of $180 for one charge, and there was a second charge of $540 in which you were only refunded $536.05. I have having our team issue the remaining dollars so you get the full $540. This will be actioned out on Monday and will take 3 to 6 days to appear on your end. 

  If you would like to download any content off your account, please email ********************************** and we can temporarily reactivate the account for you at no charge in order for you to download your files/folders. Hope that helps and have a great weekend!

  Kind Regards,

  *********************

  Team Lead

  Customer Answer

  Date: 08/10/2024

  Complaint: 22067568

  Dear *****,

  Thank you for your prompt response and for confirming the details. I will contact the billing department using the email address you provided.

  Given the history of non-compliance, poor communication, and uncooperative behavior from the billing team, I am concerned that this issue may not be resolved effectively without your involvement. Therefore, would you prefer to be included in the correspondence with the billing department? 

  I regret that I must formally reject the complaint until the outstanding funds are returned and all necessary files are retrieved. Once these agreed upon conditions are met, I will proceed with a affirmative response.

  Thank you for your understanding and for assisting in resolving this matter. I look forward to a positive resolution with your support.

  
  Best regards,

  *************************

  Business Response

  Date: 08/12/2024

  Hi *******,

  That is understandable (and not the first someone wanted to make sure I was looped in!).

  I have responded directly in the ticket :)

  Thanks!

• Initial Complaint

  Date:07/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has repeteadly charged my credit card for services not rendered. I canceled my account with them on April 15, 2024, but they attempted to charge me for multiple months of services on July 1st. They are refusing to cancel my account and claim that I "owe them" more money for services rendered. It speaks volumes about their unethical business practices that I am not their only victim.

  Business Response

  Date: 07/04/2024

  Hi *******,

  I am reaching out in regards to your BBB dispute against Box. I am the Team Lead for our Billing and Cancellation's team and would like to assist. I have thoroughly reviewed the case, including the initial ticket where you had reached out to cancel on April 15th after your account had converted to a "live" paid subscription on April 14th.

  Normally when customers reach out to cancel, they indicate whether or not they expect a refund. In your case, you had just asked to cancel the account which is why we had sent out in-app instructions on how to process the cancellation on your end. This would allow you to utilize your subscription until the end of the monthly term. Apologies if that is an inconvenience -- some customers prefer cancelling the subscription themselves. 

  We do offer a "3 day grace ******* from the conversion date. If you had asked to be refunded, Box would have gone ahead and cancelled your account effective immediately and issued a retroactive refund. It is not possible to assume what the expectations are when customers ask to cancel when they are not specific with their request. Many of our customers ask to cancel and expect to utilize the remaining period they had paid for.

  In any case, I am approving your request of a retroactive refund from when your account has converted to a "live" subscription. I have left my approvals in an internal note on your open ticket #*******. Once this gets processed, you'll be communicated that the refunds have been issued and your account immediately deactivated.

  Thanks and hope you have a great upcoming weekend!

  Kind Regards,

  *********************

  Team Lead

• Initial Complaint

  Date:06/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To review attorney documents, I had to create an account with them but never signed up for a trial. When I noted they sent an email about trial period, I immediately reached out to the person who sent me that email to cancel it as I never signed up for it. Instead she shuffled me to a different department that never responded back. I thought I wont be charged anything as I notified them about my intent NOT TO SIGN UP for a full subscription but instead they still went ahead and charged my credit card $540 something that I noted while reviewing credit card statements. I reached out again but they said its too late basically as me reaching out was past the trial period but they completely ignored my email/written intent not to sign up that I did send the day they told me trial started/sign up occurred. With these kind of business tactics, I am surprised they do not have a class action lawsuit against them yet and that they are still in business. AVOID!

  Business Response

  Date: 06/10/2024

  Hi *********,

  I am following up regarding your recent dispute filed with BBB as I am the Team Lead for our Billing and Support team here at Box. 

  I have reviewed the related ticket (#*******) and based on the circumstance, I do not believe you had intended to convert to a live subscription. I also see that on May 13th you let the rep know you did not intend to go through with the subscription. Unfortunately, Box does have many departments and I see there is room for improvement on our end internally as the rep could've notified the cancellations team of your request. 

  I have gone ahead and honored your request - a full refund of $540 will be applied back to your Mastercard. Please allow up to 3 to 6 days for your refund to post. You'll be notified of the immediate cancellation/refund once we have processed it.

  Thank you and your feedback is appreciated as this will help to improve our services -- in this case, our messages are relayed internally between departments.

  Kind Regards,

  *****

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Box.com subscription (Acct **********, I was told I could not cancel online or over the phone! I had to send an email - okay....I sent an email on April 5, 2024 @ 9:58am, requesting to downgrade to a free plan and reimburse charges for ****** Instead, Box.com ignored my email and charged my credit card without my consent on April 5, May 5, and June 5th.This is a subscription you will never be able to cancel - I want a full refund for any and all money I paid to Box.com at this point, along compensated for my time and issues caused due to overdraft fees and other credit card issues I've experienced due to this never ending subscription - this is beyond ridiculous. I'm considering filing with the credit protection bureau as well given the fraudulent charging of my credit card - after I explicitly canceled via the only method they permit **** guess this is what a 38 year old running a "tech" company looks like ... disappointing.

  Business Response

  Date: 06/06/2024

  Hi *******,

  I am following up in regards to your recent dispute filed with BBB over the accumulative Box charges for your Personal Pro subscription. Being the Team Lead for our Billing and Cancellation's team at Box, I'd like to assist.

  I apologize over the hoops and hurdles you had to go through to cancel your account - I can only relay the information I see on my end. While I do not see any request made in April, I am still honoring your request. You will receive full refunds totaling $14 back on your credit card for the months April, May and June. Please allow 3 to 6 days for the refund to appear on your end. Your account will also be downgraded to our free Lite subscription.

  For future reference, please email ********************************** or ********************************* that way we can be sure to action our your request.

  Thank you,

  *****

  Team Lead

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21811054
  
  I am rejecting this response because:

  I did email Box.com in April to cancel, Box.com ignored my email and fraudulently charged me for 2 additional months.

   

  I request a $250 credit to my card to reimburse me for damages incurred by their fraudulent charges, that were unauthorized and unacceptable.

   

  My accounts were damaged due to the unapproved charges which result in great injury to me.  Until this credit is processed, I will not accept this fix.

   

  A company that requires email only cancellation, then refuses to cancel once emailed (as attached in my original complaint) is responsible for any ensuing damages from their actions of fraudulently charging my card.  If this is not satisfied, I will contact the ************* of ******* alongside the ************************************ with subsequent complaints.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/07/2024

  Hi *******,

  I am following up again in regards to your response. Please note that we have issued a 3 month refund despite not having any obligation to. As mentioned, in order to cancel your account to avoid any future charges, you must email ********************************* as this is outlined in our terms. Please see section Section 20 - Fees in our Terms of Service: ***********************************************************

  As a courtesy, I have issued a refund stemming back to April, as you mentioned you said you emailed Box on April 5th. We do not have any records of any email from: ************************** requesting to cancel in April, aside from 2 tickets created yesterday. One in chat, and one via an email. However, despite not receiving any email to cancel in April, I had still approved a retroactive refund.

  We can no longer assist in this case. Your account has been downgraded to our free Lite subscription and you received a total refund of $42. 

  Thank you,

  *****

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21811054
  
  I am rejecting this response because:

   

  This is the most blatant disrespectful response - I sent an email on April 8th asking to be disconnected - you failed to cancel and charged me 2 additional months!  This caused lots of problems for me and you can be fined by the Consumer Protection Beareau for such actions!

  When I asked to cancel - you did not cancel me.  Therefore, I incurred damages to my credit and overcharges I require to be reimbursed, in the amount of $250.  Pay immediately, or face further action against your company.

  
  Sincerely,
  
  *******************************