Complaints

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

close

Find a Location

Dropbox, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/29/2023

  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 have had a monthly subscription to Dropbox for their **** services for years, at least 5 probably closer to 10 years. The last time dropbox is showing a payment is on Dec 17th, 2022, somewhere on their site it said I cancelled their services so they downgraded me to the free version of the app. The problem is, I have been paying, every month Apple Pay takes $12.98 dollars from my account on the 17th or 18th of every month, the most recent payment being on March 18th. Dropbox has not allowed me access to any of my files until I upgrade. This is an issue because I am paying for a service I am not receiving. It's becoming a major problem because I am supposedly a free customer I can't talk to anyone at **********************. They will only let me go to their community group postings or to work with the Bot. The problem is the Bot wants a *********************** which Apple does not offer, their transaction ID's are only 9 or 10 digits long which doesn't work. I have tried emailing their customer support, but it tells me I can't do this since I am supposedly a free customer and not a paid customer. I must have access to my files asap, it's getting serious. I have spent days, multiple days trying to get access to my account by every way you can imagine and have not been able to do so. Dropbox needs to have customer service for those of us that are paying. I am at a loss as to why they are saying I cancelled my account and as to why they would close my **** account, downgrade me to Basic yet still take my money every month. Please help me with this.

• Initial Complaint

  Date:03/27/2023

  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.

  Dropbox took $119.83 out of my bank account without authorization. I have made 7 attempts to contact them regarding this issue only to be switched around and disconnected or told I am contacting the wrong department after they transfer me to that department. Today I received an email from ******************************* telling me the form I filled out last week is for sales and not the help department it stated and that I should contact another department. When I tried I was told I had to register.They clearly do all they can to delay and frustrate the client. This company has NO customer service and operates unscrupulous. I want my money back!!!

• Initial Complaint

  Date:03/27/2023

  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.

  Over the past 2 1/2 weeks, I've consistently and continuously communicated with the Dropbox Sign (formerly HelloSign) technical support team/department about the inability of being able to duplicate signed documents. Dropbox Sign does not have a consumer or customer support phone number. As a result, customers, like myself, have to await for our emails to be answered in their queue. In Dropbox Sign's terms and conditions, it clearly states that the technical support team's/department's turnaround/response time is 24 hours. On the contrary, throughout the back and forth unproductive and non-constructive email correspondence, there's been several lapses in which the response time has been 4 to 5 days and subsequently closing out my tickets three times without any further prioritization or identification of the glitch, bug, server issue, or related obstacle creating the problem. On several occasions, I've requested to speak with a supervisor at his or her earliest convenience. On the first request, the technical support team/department closed out my ticket and marked it as resolved. During the second request, I was informed that the supervisor was trying to "do his own work" and was escalating my issue to the technical support team/department - which is nothing less of "right back where we started with no resolve." After asking once more for the supervisor to contact me at his or her earliest convenience, the representative finally recorded my number and requested for me to be on the lookout for a call. After a few days, I still haven't received any contact from a supervisor. On multiple occasions, I've provided the Dropbox support team with 7-8 error message screenshots on their server(s) as well as completed all of the troubleshooting steps requested - to not to receive nothing more than my tickets being repeated closed with no resolution & subsequent requests of providing the same 7-8 screenshots while insinuating they never received them and/or I hadn't replied.

• Initial Complaint

  Date:03/23/2023

  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 need help disabling the two factor authentication I configured for the DropBox account I opened with email ******************** I no longer have access to email ******************** because I forfeited the cell number with which I activated the account and which also had a two factor authentication, 2FA. However, I have been paying for the DropBox account with my credit card for almost 3 years. I am a victim of persistent targeted hacking and coordinated harassment, and the data stored in this account is evidence of some of the anomalies I experienced.When I activated the 2FA for the DropBox account, I generated a series of *** codes, but for some reason, these are not working. I reached out to Dropbox and explained my problem, and they gave me solutions I can't access.In short, I have the following information which could be used to authenticate me as the person who opened this account:- credit card statements with monthly DroBox charges - current password for Dropbox account - *** 2FA codes that I generated but which are not working (it is possible the hackers who have me persistently hacked are tampering with these codes when I enter them into the login form)- Also, I can state the last two times I was able to login to the DropBox Account with the *** codes successfully along with the *** codes I used A more aggravating factor is that a couple of weeks ago I cancelled my credit card, and DropBox won't be able to charge it, and they may delete the account for payment default. Again, I have very important information stored here; evidence of criminal activity against me. Attached to this complaint, you will find the pdf version of the email I received from DropBox support. In it you will find my original request for help accessing the account, their response and detailed explanation of how I could try to recover a 2FA or previously backed up DropBox account, but again, I have no access to the devices or data their solutions require. Thank you

• Initial Complaint

  Date:03/21/2023

  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 has two accounts in my name from two different email addresses. I have given instructions to cancel the account using ********************* and to keep the account using ************************ However, Dropbox keeps harassing me to increase the volume of the first account while totally ignoring the other account. I received an email from them on March 1 about upgrading to a family plan from the *********************** account but received a threatening email to the ********************* account and obviously they just want to harass me to grab money from me. There is a decent way to do business, but when I have already given explicit instructions regarding the ********************* account that I want it canceled to continue the other account, obviously their greed for money is what matters to them, so they choose instead to threaten me about that account.HOW MANY TIMES MUST I TELL THEM TO CLOSE THAT ACCOUNT AND STOP HARASSING ME?!?!?!? Sure, they will try to plead innocence, but I have said it to them all too many times, and goodwill no longer exists! I am INSISTING that they close the extra account!!! Enough is enough! I can and will maintain the other account, but I do NOT NEED TWO ACCOUNTS!!! End of story; I think I've said more than enough and in clear, plain English!

• Initial Complaint

  Date:03/15/2023

  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 am receiving double billing from Dropbox and have been for 2 years now. I am unable to get account charges stopped because they have no phone support and request CC information to review charge online and my CC has been updated and they don't recognize it. I have tried to login to the account but it wants to send a verification code to a phone that is no longer in service.

• Initial Complaint

  Date:03/06/2023

  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 received an e mail telling me I was going to be automatically resubscribed. There is absolutely no way to cancel and I can only reach a chat line where they will not give me information about my account citing privacy. I have been redirected for over an hour to try and get the infomration I need only to be redirected every time I think I have reached someone. It is impossible to reach anyone and I do not want to have to fight the upcoming charges. I need to speak to someone in person to find out what plan am I on, what happens if I cancel, how would I cancel, and what are the costs associated with the plans. I want a phone conversation not an online chat that redirects me to a link that doesnt help. What a lousy way to do business as their reviews and rating illustrate.

• Initial Complaint

  Date:03/03/2023

  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 sending me notices that an account that is supposed to have been closed is over capacity. I am attaching both a PDF of the chat with Dropbox about closing the ********************* account and a PDF of the notice from Dropbox about over-capacity in the account that should have been closed. They received this information already, so obviously someone is not doing the job that is required.

• Initial Complaint

  Date:03/02/2023

  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.

  I canceled my Dropbox subscription on 12/1/22. My subscription shows as canceled as of that date. They continue to charge me. They do not have a phone number to contact. Their website is blocked at my work so I can't communicate with them during business hours. On their app, there is no chat section, help area, email capability. This is such a scam. Being charged for 4 months after canceling a service is not just bad business, it should be illegal. How are they still in business. SCAM.

• Initial Complaint

  Date:03/01/2023

  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.

  Dropbox is charging me for 2 accounts when the one and only account should be free according to them. Dropbox has been charging me $****** for 3 years now and there is no way for a person to cancel a subscription. I have tried to call, text, email them and now they are so deceptive that they do not even put a transaction number when they take out money from my bank account with **** of America that ends in ****. I am attaching pictures of all that I have tried to do to stop them from charging me. Please help me. I do not have ****** to be spending on 2 dropbox accounts.