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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: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.
      I currently pay for services on a credit card for an annual subscription.I have tried to find ways to communicate with Dropbox over the years to terminate the service.The process is tedius and there is no way to call an individual or a call center to cease the relationship. They require you to go to an account utilized by your email address and password. The account that ********************** suggests I have does not exist, and I will not sign up and authenticate and confirm a new account. All I want to do is terminate the service. I am currently disputing this with **** as I did last year. I know it will be ultimately charged back. All I want to do is cancel the service an stop them from billing my amex.

    • Initial Complaint

      Date:11/22/2024

      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, ***** *******, am being billed monthly for DropBox. The service is still wanted, but the DropBox account is billed to the wrong credit card. The DropBox account cannot be accessed because the email address used to open the DropBox account is no longer available. How can the DropBox account be accessed? How can the payment method for DropBox be changed? The ***** credit card account number ends in 5722. I suspect I have paid the business perhaps $1,274.00 over the past four years. That is an estimate. It might be more or less. ************************* might be the Hushmail email address used to open the DropBox account.

    • Initial Complaint

      Date:11/20/2024

      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.
      Dated 11/20/24: I received an email from DropBox sign on 11/12/24 informing my that the free trial of their services would end on 11/20/24 (user name: *************************** I cancelled my free trial and account on this date to avoid any charges as I did not want to continue using the service. DropBox sign still charged me $20 for 1 month of services on 11/20/24. Given the unclear nature of the company's policies and messages sent to me, I am requesting support to receive a refund of the fees to my original card on file. Thank you for your help,

    • Initial Complaint

      Date:11/18/2024

      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.
      This company has been charging my credit card for $19.99 a month for the past 6 months. I have no knowledge of an account with them. I emailed I want them to stop but they continue to charge my account. I have repeatedly asked for a phone number to call them and they will not provide one. They want me to give them my credit card number over an open email and I refuse to give this fraudulent company that information. All I want is for them to stop charging my card as I have no account with them but they will not provide any me with any information

    • Initial Complaint

      Date:11/12/2024

      Type:Sales and Advertising 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.
      Due to Dropbox's changing the software used on their community forum, I have been receiving NONSTOP email notifications EVERY FEW MINUTES today 11/12/24 regardless of my turning off ALL emails under my forum account settings. Others have also complained on the forum regarding this, yet Dropbox has not only not responded, they have out right REFUSED to listen to any DO NOT EMAIL requests.

    • Initial Complaint

      Date:11/09/2024

      Type:Sales and Advertising 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 a customer with drop box since 2018. I recently had surgery this year and was unable to answer email regarding account being in a ************. My files were deleted. I attempted to retrieve files with company to no avail. Each time i followed their instructions i was led down a rabbit hole. At the end of this process i was told they were unable to retrieve my files as it had been over 90 days and **** kept stating it was resolved. When you try to call company you are unable to speak with a human being and have issues resolved.

    • Initial Complaint

      Date:11/08/2024

      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.
      On 11/7/2024, I signed up on my computer for a 30 day free trial on Dropbox. I had to give them my credit card number. The site said I could cancel any time before my free trial expired, after which I would automatically be charged a monthly fee on my credit card. After looking at the site for a few minutes, I immediately decided to cancel my trial, and attempted to follow the directions on the site to cancel my account. Once I was logged into my account, I was instructed to "click on MANAGE ACCOUNT, scroll down to CANCEL, and click on CONFIRM." I was able to get to "MANAGE ACCOUNT," and scrolled down. There was no "CANCEL," or "CONFIRM" option on the page. The only way to contact Dropbox about an account problem is to send an email to "Customer Support." I sent them an email, and informed Dropbox that I wanted to cancel my free trial, and receive confirmation that this was done. I also informed them that I have instructed my credit card company to deny any charges from Dropbox. I have not gotten a response from Dropbox. Could you please help me cancel my account with **********************, and get a confirmation from them that this has been done? Thank-you.

    • Initial Complaint

      Date:11/06/2024

      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.
      Summary of Issue with Dropbox Enterprise Account:In 2023, I was paying $90 per month for an enterprise plan that provided unlimited storage for three users, amounting to $1,080 annually. Later, I was informed that this plan was no longer available, and I was advised to upgrade to a new plan costing $2,000 per year for seven users, an 85% increase over my previous rate. Despite only needing storage for three users, I had no option but to agree to the new plan to avoid disruptions.Since the upgrade, I have faced numerous customer service issues. After multiple attempts with four different sales representatives, a representative reviewed my account and suggested that my needs could have been met for $900. When I inquired about compensation and an adjustment to my plan, I was met with silence, with no follow-up or resolution provided.After four attempts to receive clarification, I finally received the following message:*"Hi ****,Thank you for your patience. I spoke with our Finance team and in order to stay on Enterprise, you will need to maintain the 7 licenses for your renewal. The upcoming renewal was showing 3 as an error - it populated based on your current users but needed to be adjusted to reflect the minimum agreement. I apologize for the ************ it stands, your upcoming renewal for 12/1/2024 will be for 7 licenses.Let me know how you'd like to proceed."*Despite being told that a $900 plan would suffice, this message reconfirmed the requirement to pay for seven licenses, with no explanation or compensation offered for the overcharges Ive already incurred. This lack of transparency, conflicting information, and inadequate customer service have left me frustrated. I am seeking compensation for the previous overcharges, an appropriate plan adjustment, and a commitment to improved support.Thank you for your assistance in resolving this matter.

    • Initial Complaint

      Date:10/23/2024

      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.
      drop box offered free storage for years. I have had folders there for a long time. Now they send notice that my account is "almost full" and I must pay monthly for an upgrade. I've tried to remove my files but they now do not function without dropbox involved. (see attachment) They claim help or support to get my files is unavailable (at this level). I have spent hours trying to solve this. This is extortion. I want my files back working properly. I do not want or need to pay for their system. 2 years of my work is now tied up.

    • Initial Complaint

      Date:10/22/2024

      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.
      10 yrs. ago I paid Dropbox using my Discover card. I never signed any agreement with them. I closed my real estate brokerage over 5 years ago. Dropbox had been charging my cc $12.72 monthly despite my not having an acct. I. I could not contact Dropbox. The cc/website telephone ************. is "unmonitored". Their phone msg. requires their website. Dropbox blocks customer communication without my account name, "administrator" and password There is no way to obtain that information. Subsequently I contacted Discover and stopped the revolving charge in February 2023. At that point Dropbox had been charging my Discover account erroneously $12.72/mo. I filed a complaint with ******** and was credited $'s going back 6 months. Discover blocked Dropbox. Dropbox never responded to my Discover card dispute. I was refunded going back 6 mos. To prevent any fraudulent future charges Discover changed my credit card. Somehow Dropbox obtained my new Discover card and resumed billing. Discover said that "someone had to have provided the new card information" to Dropbox allowing Dropbox to bill me. How? I disputed the charges again! Dropbox once again never contacted ******** and the $'s were refunded a second time by Discover who changed my credit card number a third time. The same scenario reoccurred. I had to completely cancel my Discover card. I have refused to open another Discover card fearing Dropbox can hack Discover's site. Dropbox subsequently started billing a secondary account on my old **** PLLC credit card of my wife's- ***** ********. How? Today I contacted ******** ****. **** would only go back six months. I have written to Dropbox at ******************************************* informing them that I have never used their service or authorized them to bill me. They have never responded. I am writing them again today. -a certified letter this time. Dropbox owes me $12.72 times the many months that they have charged me. Dropbox has falsely charged me between $1400+-$1500+.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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