Complaints

This profile includes complaints for Dropbox, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dropbox, Inc.

  1800 Owens St San Francisco, CA 94158-2381

• 

  Dropbox, Inc.

  333 Brannan St San Francisco, CA 94107-1810

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:11/14/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  After searching both within the Dropbox website's page, including thoroughly searching **********************************************, and looking rather thoroughly online on Nov 14, 2023, I find no way to contact their support or billing offices to ask for a refund.I have found no way to ask for a refund, even from within my account when logged in.

• Initial Complaint

  Date:11/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Cannot cancel my account. Instructions for how to cancel do not lead to a successful cancellation. Instructions appear to be deliberately misleading

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have not paid the business anything.I have used Dropbox for the last 10 years or so and my recent email was disabled by ****** because of personal reasons and now that I can't log into Dropbox to get all my family photos and memories I'm very sad. Some family members that have passed away are in the photos that I have stored in Dropbox and now I can't get to them because my old email is no longer active. ************************ is my old email. And I can't get into it to verify my Dropbox account because I have a new one. And Dropbox support is non existent. One of the worst companies to rely on for your files.

• Initial Complaint

  Date:11/02/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Drop Box is intentionally engaged in billing practices that are solely intended to confuse customers into extending overpriced subscriptions out of fear of loosing data.If you want to make changes to your account or billing they make you cancel your account first. In order to cancel the account you have to go through numerous screens that attempt to scare you away from cancelling - implying you will loose access to files and data. If you want to make changes to your account you have to do so 30 days PRIOR to subscription renewal date, otherwise you have to go through this cancellation routine. Then after cancelling you can reinstate your account with a different subscription.They are obviously doing it this way because most consumers will not know about the 30 days before newel requirement.Dropbox was trying to charge me for 5 memberships I did not need or want, at a cost of over $1.2k.Many frustrated consumers almost certainly would just overpay rather than go through their difficult abusive process for changing their subscription.This is obviously an abusive and fraudulent billing practice.

• Initial Complaint

  Date:11/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 2019 Dropbox advertised an "unlimited' storage plan, I reached out to confirm it was unlimited because I have a large amount of data. At the time I had 3TB and was storing it on ****** Drive. In a bid to win over ****** customers, Dropbox falsely advertised unlimited storage. When I reached out to confirm if it was truly unlimited and if that would ever change, they said it would never change. At that time I made the decision to take on the time consuming task of migrating my 3 Terabytes of data to Dropbox and purchasing their unlimited plan for $75USD a month. More than 6 times what I was paying ******, but the unlimited advertisement induced my decision as I knew I would be creating a lot more in the coming years. I paid this amount every month until they starting taking more out without any advanced notice.Then, I received a notice that they would no longer offer unlimited and all customers they falsely advertised to and baited to switch from ****** were now subject to incredible increases. For me, I have **** TB. They said after 15, I'd have to buy increments of 5. When I reached out to complaint about the unethical business practices and breach of contract, they ignored my requests and simply copied and pasted the plan changes. This illegal and false advertisement induced my purchase, had I known there was a possibility they would change their plan, I NEVER would have migrated my files and data to them. Now not only can I not afford to continue my storage, I have to seek another solution, pay for that which may cost thousands if I have to move to a server, and spend the time replacing all of my file links for tens of thousands of pieces of data. Dropbox knew when it advertised to potential consumers about an unlimited plan that it was unsustainable. Dropbox willfully induced thousands of US consumers to switch to their company promising an unsustainable plan it never intended to offer forever, but instead, promised, in writing, to do so.

• Initial Complaint

  Date:10/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  For at least two years, I have been trying to log into the **************** simply to see what files I have in there and then decide if I want to cancel the service. I am charged $15.98 per month for a Drop Box account that I cannot use, and I cannot use it simply because the email address for my DropBox account, ******************************** no longer exists, and I cannot change the email address unless I log into DropBox. The problem is, with a defunct my email address, I cannot pass the second step of two-factor authentication, where DropBox sends a 6-digit code to my account email as well as to any other linked devices. Since there are no linked devices and the email address no longer exists, I am not able to receive the 6-digit code and log in, even though I know the password and I know the email that I used to use for the DropBox account. ********************** does not have a phone number I can call, as their phone number is only for sales and directs me to the online ************ which sent me to the above link which does not answer my question. There is an AI ChatBot which does not know the answer to my question. I would like DropBox to allow me to access my account, retrieve all my files, and then let me cancel my account. I would also like DropBox to refund me $383.52, which is $15.98 times 24, for the past 2 years in which they have charged me for an account I cannot access.Sincerely,**** ******** ******, ** Cell: **************** ************************

• Initial Complaint

  Date:10/27/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 9/30/23 I was charged $119.88 on my **************** card for an annual subscription to DropBox. I am not looking for a refund but I've been trying for 2 years to end my account (I had 2 at one point) and cannot do it. I have eliminated all my documents to which they say if you don't exceed a certain amount of mg's it's free. There is no one to reach or talk with and I want all accounts with my name on it eliminated and the yearly fees to stop. This is rediculous and I will never use any dropbox product ever again....it's tech gone too far and they seem to hold you prisioner. Thanks for your help! *****

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello, 10/24 I went to access my Dropbox account to find that it had been disabled. I reached out to Dropbox support. They asked me why I think it may be disabled. I answered; I'm not exactly sure why my account is disabled. I am a long-time user and have been paying for extra storage for quite some time(5+ years). The application/storage is used for both business and leisure. This is but not limited to Being a content creator/working with content creators for Onlyfans, and other social sharing networks. I use it for storing unreleased MP3 files/music that I create as an artist. Also, saving and creating memories of myself as well as my loved ones along with other memories from my child's 1st steps to my mother's obituary I created. Nonetheless, I went to upload some music so I could share a link with someone who was to be featured on the song, and it said my account was disabled. Earlier in the day today I got notifications that my passwords may be compromised across several websites, not exactly sure how but I believe those websites along with this Dropbox may be compromised. At the time I took no action but currently getting emails to change my passwords on multiple things. Dropbox replied by stating "The account has been disabled for a violation of Dropboxs Terms of Service and Acceptable Use Policy." In the 5 years that I have dealt with Dropbox I have never violated the terms of service. I asked Is there any proper channel or I can go through to correct this? I can provide whatever verification is needed. They stated that the account would not be re-enabled. There is no investigative techniques to help the actual user. I only get copy & paste responses. Treated unfairly and unjustly. The only thing I'm concerned about is gaining access to the memories of my life. My child's 1st steps, remnants of my mother's funeral, and important business data is gone forever. It's not right! My attorney will intervene if a resolution cannot be reached!

• Initial Complaint

  Date:10/20/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 decided to re try Drop box for 30 day free trial. I emailed the company and cancelled the service on 8/7/2023, tree days before the 30 day trail period. I received an email back from ****************************************** where *** ( last name was not given) informed me that the I will be cancelled and that no fees wlll be charged. I have this email document. When I reviewed my bank statement in August and in September, I noticed ***** per month charged. I contacted them via the same Email and communicated with one ******* a few times and even shared the email from *** with a case # to prove that they received my request for cancellation and said they will cancel and not charge me. Dropbox notified me today that they are unable to refund me and to contact the bank to dispute it.

• Initial Complaint

  Date:10/20/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 have lost access to my email address that my Dropbox account is connected to. My credit card was charged for service. When I tried to login to cancel service I could not. I attempted to reach out to customer service but they said I have to login to my account to receive service. When I finally got a ticket put in to access my account they said I had to login to my account to view the ticket information for not being able to login to my account (cant access that either). I attempted to call multiple phone numbers to contact them to help with this issue but all customer service claims must be made after logging in (I cannot login so I cannot get customer service). I tried creating a new account to get customer service but you have to pay to get customer service so there is no way for myself to resolve the issue other than to dispute the charge with my bank.I included an email they sent me telling me to login to the account (that I dont have access to) in order to see their solution.