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:08/18/2023

  Type:Order 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.

  Dropbox does an automatic subscription renewal. Cancellation must be online, but following the procedures does not allow cancellation.

• Initial Complaint

  Date:08/16/2023

  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.

  My Dropbox account was hacked back in February 2022, I made numerous attempts to contact dropbox to recover my account. I have important documents that I am not able to retrieve due to dropbox disabling my account for violation of terms. They did not ***** me the opportunity to retrieve my important documents such as a will and wedding photos. This has caused a great deal of stress and mental anguish. I've made numerous attempts to reach out to them and they will not respond. I've also opened numerous amounts of support tickets.

• Initial Complaint

  Date:08/14/2023

  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, I purchased an "unlimited" cloud storage plan through Dropbox and suddenly Dropbox is refusing to give space to my business. We need to make important backups which is the whole reason this "unlimited" plan was purchased.

• Initial Complaint

  Date:08/04/2023

  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.

  Dropbox is a cloud storage facilitator who's been stealing out of my Checking Account for the past 9 months. They've been debiting $11.99 per month from my checking account even though I don't have an account with them and never signed up for this company. They have ZERO communication skills, no phone number and do not respond to emails.I'm irate they ever debited from my checking account and now I've had to cancel my Debit Card and have a separate one issued to stop DROPBOX from STEALING from me. I've wasted hours trying to reach this PHONY SCAM Company. Worst and most blatant attempt to steal I've ever seen by any company.

• Initial Complaint

  Date:07/28/2023

  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.

  I have requested copies of the pics I sent to this company for FREE storage a number of years ago. I have informed them that I am not interested in paying for additional storage. However, they have made it impossible to contact them for this purpose without following many steps, which I have been unable to access. I have a very SIMPLE request and have made it numerous times over the past 18 months! They have refused to send me copies of MY pics in their original format! DropBox started out with a simple offer to store a very minimum number of pictures a number of years ago and now it is impossible to get your own pictures back. Instead you are being harassed into becoming monthly paying storage fees that are not necessary. Thank you for any assistance you can provide.

• Initial Complaint

  Date:07/19/2023

  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.

  I signed up for a free 30 day trial. I cancelled the subscription before the end of the 30 day trial. The account was not closed. They bill be $11.99 every month and have done so for eight months. There is no phone number to call. Their website only has bots that give bad links to incorrect web sites. There is no way to contact the business about being refunded.

• Initial Complaint

  Date:07/16/2023

  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 AUTOMATICALLY BILLED MY AMEX FROM JAN 2022 TILL JULY 2023, Eventhough I had clicked to CANCEL.I HAD DISPUTED 2X WITH AMEX AND STILL RECURRING.

• Initial Complaint

  Date:07/11/2023

  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.

  Feb 21, 2023 My ************************* sent me files on his dropbox to use in a project. Dropbox required I enter a valid credit card number to view the files. As project finished I let free trial expire. However I was billed 6/17/2023 Dropbox Professional (6/17/2023 to 7/17/2023)InvoiceReceipt $19.995/17/2023 Dropbox Professional (5/17/2023 to 6/17/2023)InvoiceReceipt $19.994/17/2023 Dropbox Professional (4/17/2023 to 5/17/2023)InvoiceReceipt $19.99 I can not stop them from billing me and then refuse too refund DROPBOX BUSINESSYour ****** files have not synced since May 18 2023Your Dropbox Business trial ended on May 18 2023, and your team files stopped syncing. To keep using Dropbox Business and resume syncing, add your billing info now:Add billing info Why must I pay for this condition you created Me Where did you receive this email?****** ****************** DROPBOX BUSINESSManage your team filesThanks again for trying Dropbox Business! Your free trial ended on May 18 2023, and your team files stopped syncing.If you want to keep using Dropbox as a team, choose one of our Dropbox Business plans:Keep Dropbox Business Me This is regarding a team business trial. However, the subscription you have is the individual Dropbox Professional subscription.****** DROPBOX BUSINESSYour ****** files havent synced since May 18 2023When your Dropbox Business trial ended on May 18, your team files stopped syncing. Manage your plan now to resume file syncing:Manage your plan

• Initial Complaint

  Date:07/01/2023

  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.

  I am seeing in my bank account multiple charges from Dropbox within the same month! I have already had some very serious problems with Dropbox billing accounts that I never opened and the like, but what is the reason for multiple charges instead of one monthly fee? Their website is set up in such a way that reaching a human being for help with billing issues is the Impossible Dream, and when I had problems a few months ago with a Business account set up in my name when I am a 71 year old disabled male who does not work -- it seems that they just do anything that comes to mind and customers are totally unimportant to them as long as they can grab money from them. I am not content that they are making multiple charges from my account without one word of explanation because what they did back in March, April, and *** was truly unforgivable and I did not receive refunds for all the money they grabbed from me from an account that I never set up! I just wonder how many more accounts in my name have been set up because so many charges in the same month cannot possibly be for one solitary account! I'm thinking that stronger measures have to be taken because what they are doing seems to be a free-for-all and the customer is little more than an ATM!

• Initial Complaint

  Date:06/29/2023

  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.

  I signed up for a free 30 day membership in May 2023, which would transition to a monthly membership, charged monthly after 30 days. After 30 days, on June 8, 2023 I was mistakenly charged for an annual membership at a cost of of $299.88. I contacted the company to ask them to bill me for the 1 month price and request a refund of the annual membership price and they declined to send a refund. Copy of the chat dialog is below:"Hello, welcome to Dropbox support. How can we help you? Learn about how we use and protect your data in our privacy policy.I signed up for a monthly subscription but I was charged for an annual subscription I need a refund Me I do not want an annual subscription Me Hello ****, and thank you for contacting Dropbox Support. My name is ******, and I will be more than happy to assist you with your issue, right away.If I understand the issue you mentioned, you would like to switch from an annual billing cycle to a monthly billing cycle, correct?****** yes, and i want to cancel the subscription i do not need it i shouldn't have been charged the annual subscription price Me I am more than happy to help you with this, just kindly note that I can only schedule your account to downgrade to our free Basic subscription, at the end of your current billing cycle. Once your account downgrades to Basic, then you can re-purchase the subscription on a monthly billing cycle.****** I was already charged the annual membership, so I need that refunded. Are you issuing a refund?Me I am afraid it wouldnt be possible to process a refund for you at this point, as we do have a no refund Policy that you can confirm on the following article:help.dropbox.com/plans/refund ****** I did not agree to an annual membership I agreed to a monthly membership I will pay for only 1 month but not the annual memberhsip I did not agree to purchase an annual memberhsip Me It wouldnt be possible to change the type of the subscription you selected from our end. With that being said, the best workaround to your request would be by scheduling your account to downgrade at the end of your current billing cycle. Alternatively, you can try to reach out to your payment vendor or bank to dispute the charge if its possible.************** will be filing a claim with my bank and also filing a claim with BBB as this is unacceptable and fraudulent Me The fact that we do not provide refunds due to our Policy, is information that we share with our users through our articles. I apologize for the inconvenience, and I really wish I could help you more on this, but the best I can do is to schedule the cancellation of your subscription so you wont receive any further charges for an annual subscription that you dont need.****** That doesn't help me at all Me If there is anything else I can do to help you, I am more than happy to.****** I am filing both complants now Me Sure, as it is your right to do so. But I would strongly advise you to reach out to your bank as well.Is there anything else I can help you with today?******"