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Business Profile

Data Storage

Dropbox, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Storage.

Important information

  • Customer Complaint:

    Dropbox Inc. came to BBB’s attention in June 2011. A review of complaints was completed in September 2024.  

    Consumers are encouraged to review the links below for information pertaining to billing, plans and cancellation.

    https://help.dropbox.com/

    https://help.dropbox.com/plans

     

Complaints

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

Find a Location

Dropbox, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 262 total complaints in the last 3 years.
    • 81 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/25/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 a free trial for Dropbox sign and didnt ask or meant to continue. I never got any email letting me know I will be charged monthly. After 8 months I noticed I am charged every month! I was not even using the service and they could have notified that and alerted me but they havent. I opened a support ticket but they couldnt trace the charges even though I provided the correct card details.

    • Initial Complaint

      Date:01/22/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 had utilized Dropbox's free services for electronic file storage space a long time ago (I can't recall when), and then I received a warning that I had virtually run out of storage space. So I signed up for additional storage and paid by Discover Card at $11.99 per month. When I tried to close down my account in September 2024 (because my university uses Dropbox as its corporate account--with ample storage), I would find out that I had only used 1.6 out of 2 Gigabytes. So I didn't really even have to pay the $11.99 since I still had a decent amount of storage. But Dropbox made it sound like it was a pressing issue.The most galling issue is this: I wrote a cancelation letter to Dropbox. Dropbox does not allow online cancelation, which makes the process all the tedious and untidy. To cancel, they require a filled-out hard-copy form letter to be sent via US ************** to Dropbox (which I did send 24 September 2024). Yet they have kept billing me. I called Discover to block them from billing me. Yet in October, November, and December 2024, Drobox was still billing me. In order to still bill me, Dropbox would have to (and did) change their vendor number to bypass Discover's attempt to block Dropbox from billing me further. (See the attached document from Discover Card's investigation into Dropbox, though resolution from their end is still pending.) At any rate, Dropbox's actions look underhanded and cunning. Given all of the time and hassle with Dropbox and my repeated calls to Discover to block them from billing me, they should not only cease and desist. They should also offer an appropriate remuneration; $500 would be fitting. The check can be sent to **** or ********** *****, ********************************************************************************************** . Thank you.

    • Initial Complaint

      Date:01/21/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 was initially a free 60 day trial that started last year but you had to give the ** info to get the "free" trial. I tried to cancel service after that period with no success. Several attempts were made but the monthly charge kept coming. It has been on my credit card now for more the 7 months. Contacting them is impossible. Phone or on-line just continues to give you an endless labyrinth of BS with no way to talk to a person that might be able to help. Answers as to how to stop a service and get a credit is impossible. This company is practicing fraudulent policy that traps people into an ongoing billing trap with no chance of stopping the charges. Cancelling my **** account may not work because I'm told that companies can find the new account and start charging it without my permission.

    • Initial Complaint

      Date:01/17/2025

      Type:Order Issues
      Status:
      Unanswered
      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.
      Today I was charged ******. I cancelled my trial. I want a refund

    • Initial Complaint

      Date:01/16/2025

      Type:Product Issues
      Status:
      Unanswered
      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 being charged $11.99 per month for a dropbox subscription I ordered with a previous email address. I no longer have access to that address. I have the user name and password, but to log in, it wants me to put in a four-digit code - which is sent to the prior address.I want to cancel. I've tried every option on their website. I've tried working with the chatbot they provide on the website. I've tried calling the corporate office. I've tried calling sales. I've tried their community forum. I need to cancel and this company literally won't let me. It keeps telling me to contact the *** server for the previous email address, which is not an option. I can provide credit card information, address, name, and all sorts of other data to verify my identify and that I no longer want the service. Please help!

    • Initial Complaint

      Date:01/13/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 trying to get technical help from DropBox for over 2 weeks. Their software (Dropbox) has malfunctioned during a routine copy process. It has been trying to copy the same batch of files since I stared late last year. The copy was proceeding at a ridiculously slow pace (about 5 MB/hour or about 100 times too slowly) and then stalled completely. I tried several times to fix the problem including about an hour on the phone with ********** (the computer is an Apple iMac) with no resolution, There is no customer support phone number listed anywhere or findable on the internet, and although I have had an open "ticket number" with support for over a week (Ticket #********: Dropbox Support Chat), they have stopped responding to repeated emails, rendering my computer almost useless as the DroppBox app is interfering with all other normal operations. The program cannot be stopped (at least by me,) trying everything that ***** Support suggested as well as everything I can find on the internet.

    • Initial Complaint

      Date:12/31/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 used to have a subscription service with **************************, a website/app where you can store digital documents and files. Despite me cancelling my subscription months ago, I continue to be charged monthly to my credit card by them

    • Initial Complaint

      Date:12/26/2024

      Type:Product Issues
      Status:
      Unanswered
      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 a $199 charge from Dropbox on my credit card for an account I am unable to access. I have attempted to contact Dropbox to cancel/refund/research the charge and it seems absolutely impossible to access any help feature without logging-in, which I cannot do. I have been disconnected from their phone bot on several occasions, and spent over an hour trying every help option on their webpage. I cannot even chat with a bot without logging in. This is obviously a broad problem as there are many other complaints that people are unable to cancel subscriptions or even access help to figure out what /where charges are coming from. Fraudulent websites have posted phone numbers for support, which I have called prior to realizing they are fraudulent, in order to capitalize on this problem.I am both requesting a refund and requesting a mandate that customer support is easilty accessible on their site. Thank you.

    • Initial Complaint

      Date:12/09/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 purchasing a yearly personal account with ********************** since March 2016. In March 2021 I opted to not renew my annual subscription because I wasn't using it. In September 2023 I tried to reactivate the account because I had a new collaboration starting with a collaborator who preferred to file share with Dropbox. I believed that I was reactivating my personal account. In December 2024 I logged into dropbox to adjust sharing permissions and found that I was being charged $90 per month for a business account with 5 licenses. I called customer support to find out how this happened and the service representative mocked and blamed me for paying for a service for over a year without realizing it. It took 90 minutes to receive instructions for downgrading to the previous service - a personal account with a yearly subscription. It is a multi-step process. Furthermore, I found no record of signing up for a business account and the customer service representative said that they were not able to provide proof that I signed up for this. His said that because they had my credit card information then by de facto I signed up for the service (that I do not need and had never used prior to 2023, despite using their services from 2016).

    • Initial Complaint

      Date:11/25/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      1. Failure to Resolve the Account Hack Despite multiple communications with Dropbox support, my account remains compromised. I have not received clear updates, solutions, or any assurance that my account is secure. Over a week has passed since the incident of the hack, and my account remains vulnerable.2. Irrelevant Information Requests In addition to the lack of resolution, I have been asked for personal and billing information that seems unrelated to the security of my account. For example:oDocumentation such as the first six digits and last four digits of my card number, and billing postal code, which are irrelevant to the security breach.oNames and external IP addresses of any linked computers.oNames and types of all phones or mobile devices linked to the account. Also, list the cell carrier. **** shared folder names and the email addresses of other members of those folders.3. Lack of Effective Communication Throughout this entire process, I have experienced poor communication from Dropbox. There is no clear customer service contact information provided, and the representative I interacted with failed to provide any meaningful support. This lack of transparency and responsiveness has been highly frustrating.4. No Acknowledgment of Accountability To date, I have not received any acknowledgment from Dropbox regarding the inconvenience, security concerns, and potential harm caused by this situation. As a paying customer, I expect better service and a more urgent response when my account is compromised. The lack of an apology or clear acknowledgment of responsibility is concerning.5. Closure of Support Ticket Without Resolution In an unacceptable move, I received a notification from the representative stating that my case had been resolved, despite no meaningful action having been taken to address the issue. The ticket was closed with no communication or steps taken to secure my account.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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