ComplaintsforDropbox, Inc.
Additional Complaint Information
Dropbox came to BBB’s attention in June 2011. A review of the company’s complaints was done in September 2023.
Complaints concerning cancellations.
BBB suggests users refer to the company’s article on how to cancel or downgrade a Dropbox subscription.
Via the link provided:
https://help.dropbox.com/plans/downgrade-dropbox-plus-professional-plans
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
We dropped our service at DropBox in Dec 2023. They have continued to bill us.Initial Complaint
08/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I tried Dropbox Pro so I could see my son's wedding photos. I forgot to cancel. I was billed $199. and I have tried every possible way to reach this company to ask for a refund. It is a continuous loop with absolutely no help. I cannot find a phone number, email, or address to address this. I am so very frustrated. I paid this through my ****** account on credit and it is coming due. Any help you can provide will be appreciated.Initial Complaint
08/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have a dropbox account that have been free for years. However, during a review of our account, we noticed monthly dropbox charges for $21.19. Upon further investigation, we noticed that dropbox have been charging our account $21.19 since 2023. We tried to reach a live person at dropbox, but could not reach anyone. I believe that their automated system is deliberately set up to prevent customers from getting a live person. I also tried to cancel my dropbox account, but it is not possible to do so. The system tells me that I cannot cancel as my account is free and I have never been charged. We ended up reaching out to our bank (Bank of America) and they advised us to destroy my ATM card and to get a new card to stop the charges. We did so and the charges have since stopped. We asked *** to open up a fraud claim. They came back to us to tell us that they can only give us partial refund because the charges have been ongoing for some time. I have asked *** to reopen the claim. However, I am also asking BBB to do an investigation into this fraudulent practice and to get dropbox to refund me what is owed - $169.52.Initial Complaint
07/29/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I am trying to cancel my subscription to Dropbox. I filled out the template that they provided and that arrived at their location probably exactly a week ago. I have yet to hear from them. Maybe they are in the process of reviewing and putting through the cancellation request. But I am suspicious that they are in a position to ignore my request and charge my **** account $199 on August 8th because I have found no other means of communicating with them either through their website or on their app. So I would like the BBB to check into this situation for the reasons I have just described. Thank you and have a good day.Initial Complaint
07/24/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
A charge appeared on my Citi credit card that I did not initiate or authorize . The charge was $127.79 on July 6, 2024. I have a basic (free) dropbox account because I couldn't get the account to do what I wanted it to do so I downgraded to basic. Then suddenly, more than a year later, this charge appears on my credit card which I didn't authorize. I spent 2 hours online trying to find a way to request a refund or find a phone number to talk to customer service, but at the basic level I can't even do an online chat with them. So I am turning to you to try to get a refund on that charge. If I dispute the charge with the credit card company, **** will turn it over to their fraud division and cancel my current credit card account. It will take 10 days to 2 wks for my new card to arrive and I have already been without a valid Citi card for 2 months this year due to 2 earlier fraudulent charges. I get much greater cash back on the Citi card so it costs me money to use another card with a much lower cash back rate.Initial Complaint
07/23/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Hello Dropbox,I have an account dated back to 2013 with ************************ and I think I uploaded many travel photos to this account. However, today I'm logging back into this account after a decade, and to my surprise, there was no content inside my Dropbox. Could you please investigate the logs and recover my photos?*************Initial Complaint
07/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I just noticed that I have been rebuild once again for a service that I don't even remember getting and how I got billed the first time I don't even know but I am being billed again and I do not have a DropBox account anymore. I am wanting my money back as soon as possible. The phone number on my bank statement where I was billed is not even a working number they want you to contact them through internet.Initial Complaint
07/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have been trying to cancel my Dropbox account with no success. There is no phone number to call. I should be able to do so by logging in but the email address I used at the time is no longer active so I cannot log in. I don't want the account any longer or to pay what they are charging me. I feel that the amount is not reasonable but there is no one to speak to to try to resolve the issue. So I would like to just cancel the account and, if possible be reimbursed for my most recent charges in 2024.Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
For the past 24 months, including 7/7/24, I have been charged monthly for a subscription I didn't approve. I thought I was on the basic plan but to see that I wasn't made me very upset. I reached out to Dropbox and they said sorry we cannot help you even though they took money from me just a few days ago.Initial Complaint
07/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I opened an account with ********************** on October 9, 2023, to help with a new job I started that month. By November 2023, I realized I no longer needed the Dropbox account, so I deleted it from my computer. This year, I learned they have a mail in form to cancel accounts. I have been trying to cancel my account and end the automatic payments for several months. On June 9 I mailed in the proper Dropbox form with everything filled in. Today I saw that Dropbox has charged me yet again, today, for the account they refuse to close.
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Customer Complaints Summary
251 total complaints in the last 3 years.
108 complaints closed in the last 12 months.