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:11/22/2022

  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 old email has been deleted and I cannot update my new email in Dropbox.They do not let you talk to a real person. They ask me to log in and I cannot.Dropbox wants me to open a new account which means I would lose all my info in my old account. I am getting charged for an account I cannot have access to. I tried for over 30 minutes using their Chat and they keep asking me to sign in. Which is impossible to do with an invalid email.

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service 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 to update my billing information for Dropbox, so I went onto the Dropbox website, naively thinking it would be a simple matter. That proved to be delusional. I did a very through search through the website without finding any access to the way to update my billing information. I even queried the site, which was just as delusional, because every time I did a search, I was taken to a site that had a lot of writing, but nowhere did it ever direct me to a location on the site in which I could do what I wanted to do. I spent a ridiculous amount of time searching and trying to find it, but the site is set up to discourage even the most determined user. I really had a hard time believing any business would go through such lengths to create a website that was that good at hiding the location for programming billing information, but Dropbox would win the prize for doing just that. I am no novice to using the Internet nor using websites that can be complex, but this one left me wondering how it could possibly be that the ability to program updated payment information would be so successfully hidden from a user. I started out with a rather depressed attitude because I had to update because someone had used my debit card fraudulently, so the card was deactivated and a new card has been issued, but that meant I had to program a new card in. I did not expect what I found; it's as if I have to wait until I am notified that the old card has been declined before I can take any action at all. Then again, I have said many times that **************** in ***************** has taken its place next to the ***** for being just one more thing that once existed but now is nowhere to bo found.

• Initial Complaint

  Date:11/22/2022

  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 been a paying user of ********************** for several years now, recently they sent a beta app save to dropbox which i installed- not only did it not work it has now caused many issues that prevent me from using the service correctly and has cost me time and money since just in the past week I have spent 30 hours trying to get it resolved but their support service is horrendous- only email is available which is useless and slow and the chat they tell you to use never works, this issue has caused problems with my PC as well, a week has gone by and the problem continues where I receive task bar prompts ***** times a day to update and the email support said to do an update but I am unable to do so, they keep sending me in a loop of useless information I already know- I keep requesting what every other company has - Phone support, which they refuse leaving me with many issues and the inability to use their service which has all my files in their cloud so if I quit I lose years of saved files for my work including my music, art and writings. This is a very stressful issue and today while I was online during legal proceedings for my mother's death, the prompts interfered with the probate online court which is directly on dropbox - NONE of this is right, their product has made the product compromised and is affecting my computer as well and they are not providing any real tech support which as I said every other app/tech company provides and this issue is not going to resolved when email is no way to solve anything- to slow and inhuman. If the chat worked that might help but it is not working hence unbelievable frustration and the reason for this complaint. All the tech ***************** does is send info found on the site NOT HELPFUL and was in a rush to be done with me closing the case even though it was not resolved- POOR UNPROFESSIONAL SUPPORT

• Initial Complaint

  Date:11/17/2022

  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 double billing me for one subscription. I cancelled the auto subscription last year on a dropbox account and they billed me for that dropbox account anyway this year. Why would I have two dropbox accounts? I want a refund for one of the dropbox accounts. I have tried to email and call them and there is not way for a consumer to talk to an individual at dropbox. I complained about them last year when they auto billed me for two subscriptions and I was told that I could cancel one subscription which I did and they billed me this year for two subscriptions anyway even though I changed my credit card so that they could not. Please know that their website is very misleading about cancelling a subscription. First it states that you can cancel and they send you to an article on how to do it except my screen does not show a cancel option. The phone number on the dropbox charge on my debit card gives a phone number and once you call they say you can go to your dropbox account and find a link so that you can put in your telephone number and they will call you and that is not true. There is no such number. Then they say that if they charged your card, you will receive an invoice and that is not true. I believe it is so the consumer does not know what they are being charged for. I was on a chat with dropbox last year and this year and the chat is only designed to sell the consumer an account and not to help you with billing issues. I do not know what to do. It is not fair that they again charged me for 2 subscriptions and because I did not know they were going to bill for 2 subscriptions, I was unable to pay my electric bill. I had to get an extension to pay it. Their website is very misleading and I believe is designed not to have contact with the consumer and avoid having to refund people their money. I want a refund of one subscription.

• Initial Complaint

  Date:11/11/2022

  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 been a dropbox customer for over 10 years. In 2015 I inadvertently began making double payments to Dropbox. I set up two different automatic payments for approximately $120, for a total of $240 in payments made annually for a $120 a year subscription.I recently discovered this mistake and canceled one of the auto payments. I have the records which prove total over payments of $536.76.I contacted Dropbox support multiple times. I opened 4 different tickets on the same issue. Three of the tickets were closed with absolutely no resolution. On the fourth ticket, I was refunded the amount of $119.88 but was told they wouldn't refund the remaining amount.I simply would like a refund or credit for the remaining $416.88 in extra payments I have made to Dropbox.

• Initial Complaint

  Date:11/10/2022

  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.

  This was a monthly subscription account that was initiated under a prior email address that I no longer have access to. The number on my CC statement was called to cancel the account however the number directs you to a website. The website directs you to long into an account to update your account, down grade or cancel. Without access to the email, I am stuck in a vicious circle with no one to assist in canceling the account. I have emailed through support which states a response within 1-2 business days, however without access to that old email account, I have no way to know if they have ever responded. Another charge has appears on my CC statement and the CC dispute redirects me to contact the vendor.

• Initial Complaint

  Date:11/08/2022

  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 CHARGED ME TWICE ON JAN 27, 2022, IT CHARGED ME ***** FOR THE ***** AND THEN AGAIN ON JULY 31, 2022.I WANT ONE OF THE CHARGES REVERSED

• Initial Complaint

  Date:11/07/2022

  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 June of 2022 I purchased a subscription from dropbox. There was supposed to be a 30 day cancellation policy with no fees. However, upon cancelling, they continued to charge my card $11.99 per month and have been charging it for months now. There is no contact phone number for refunds or billing corrections unless you have an active account. I do not have an active account (as I cancelled) and therefore have no way to contact the company except via the website chat (which takes you in circles) and an email box. I have submitted two requests to get this remediated with no response to either. This company is a scam. They are still charging my account. DO NOT SUBSCRIBE!

• Initial Complaint

  Date:10/28/2022

  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.

  No where in their sign up process does it list there is a limit on uploads. today I had tried to upload a larger file and it said there is a limit. First im hearing about this. The only workaround is to download their application, giving them more control of my computer and taking up space on my physical drive. This defeats the purpose of having them as an online storage platform and is a massive bait and switch. I'm now going to lose about 60 hours of my life contacting clients to download all their files, finding a solution that actually does what it says, and uploading everything to a new service. I would like dropbox to issue a full refund of any money I have paid them as this is terrible business practice to offer 2TB of storage and then impose limitations after someone has used it and built their business around it.

• Initial Complaint

  Date:10/25/2022

  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 canceled my subscription to Dropbox in June and have been charged as if the account hasn't been canceled. My account has been deleted as I manually canceled my subscription and deleted my account to get dropbox to stop charging my debit card. In order to contact customer service I need to log in to my account(THAT HAS BEEN DELETED). So they have been charging me non stop without the ability to access my deleted account to reach customer service. This has been going on since June.