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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.

*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.

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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:10/16/2024

      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.
      I signed up for a dropbox account many years ago (4+ years) using an email address from a former employer, and the subscription was billed to my personal credit card. I no longer work at that employer, and have not for years (since 2022), so I lost access to that email address, and no longer can access my dropbox account as a result in order to cancel my subscription.I opened a support case (ID #********* with dropbox on this on April 14, 2022, gave them all of my information to identify the account and cancel billing. I was clear to state to them I have no interest in accessing the account, I just want billing stopped. The issue was left unresolved. I then tried to submit another ticket (ID #********* on this on 10/15/24, and it was immediately set to "solved", without even getting a reply from a dropbox support resource.There is no way for me to contact dropbox via phone to get this resolved, and I've tried every automated chat method in order to resolve it, including speaking with a sales representative, with no resolution. They pointed me to the same automated customer service system that leads in a loop of no resolution, and no ability to even submit a support ticket ********** addition, the debt card I signed up with has since expired, and somehow dropbox was able to find my new card number and expiration date and begin billing that. I find this extremely concerning and even fraudulent. Since at least April 2022, I have been charged $11.99 a month without any ability to cancel the subscription, after attempting multiple paths.

    • Initial Complaint

      Date:10/16/2024

      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 sign up with Dropbox, a company that sends faxes. I signed up to send a fax. I have since tried to cancel. There is no way to cancel. The instructions they provide lead me down a rabbit hole. The contact links are grayed out, ie, chat, email,etc. I have tried multiple times to cancel the subscription and the charges keeps coming. They are taking my money every month with no way to cancel. The phone number is busy 24 hours a day. This is total scam and Dropbox should refund my money and be stopped from doing this to other people.

    • Initial Complaint

      Date:10/15/2024

      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 never signed up for dropbox and am being charged monthly for it. Since I never signed up, I do not have login information. The only way it is possible to reach them to even cancel the account is to log in (they do not have representatives via phone or chat). I can't log in and even cancel this service which I never signed up for.

    • Initial Complaint

      Date:10/08/2024

      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.
      Ive had my Dropbox account for years, a rough estimate of 7-8. I got a new phone so I went to login to my account and it wouldnt let me. When I attempted to have an email sent to reset my password it said that my account has been disabled. I have never had any issues before, theres nothing inappropriate uploaded and now Ive lost ALL of my pictures from years ago until now and it makes no sense to me at all. Ive sent 3 tickets requesting help and have had no response. This is ridiculous. I would like my account back so I can get my photos back and will be not be using Dropbox ever again.

    • Initial Complaint

      Date:10/07/2024

      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 billing me for years. I have no way of contacting them directly and I can stop them from billing me. they are unresponsive and have no way of contacting a live ****

    • Initial Complaint

      Date:10/03/2024

      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 have on several occasions reported to Dropbox that they have been overbilling my account. They will only speak with you directly if you have a Business Account. I can only imagine the number of Consumers who feel ignored, as I do.

    • Initial Complaint

      Date:09/30/2024

      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.
      Our issue is with "Dropbox", an email service usually using a cell phone. An unknown former employee signed up for this service over a year ago at $19.99 per month. About 3 months ago, we started trying to contact Dropbox to have this service discontinued. Any phone number we aquire is fully automated with no option to speak to a PERSON and the automated service is only accessable with the email used to open the account, which we do not have. We have written letters to the address provided, but still absolutely no response from them. Please help us resolve this.

    • Initial Complaint

      Date:09/30/2024

      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.
      I discontinued my account with dropbox in 2023. I am still getting charged about $21.00 per month. I can't contact Dropbox on the telephone number the bank gave me because it is "unmonitored". I can't get into my account because it was discontinued and now they ask me to create an account to contact them. I used Dropbox for several years in relation to a job I no longer have. I deleted all my files before I discontinued my account. The last communication I have in my mailbox is from July 2023 and it does not concern my discontinuation, so I do not have a confirmation.But I no longer have an account and have not had one for a long time, so I think Dropbox is fraudulently charging me every month. My bank is stopping payment. Thank you, **** ******

    • Initial Complaint

      Date:09/29/2024

      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.
      I signed up for the free account and i already started to get junk unsolicited emails with NO unsubscribe and it also says 1 of 9 ....

    • Initial Complaint

      Date:09/28/2024

      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 previously subscribed to the Dropbox service but was dissatisfied with the company's service and product. In February of 2023 I cancelled my subscription and received the enclosed confirmation that my subscription was indeed cancelled. For months prior to my cancellation, I had no service or contact with the company, and finally just canceled due to lack of service and access to Dropbox. I have not been able to locate a contact number or email address to discuss this with the company. I therefore have not contacted nor received further contact with the company.I was surprised to see that I've now been charged for another renewal of the subscription, and have not been able to reach the company, locate an email address, or find a telephone number that I can use to contact a customer service representative. I am, at the least, dissatisfied that the company renewed the subscription without my knowledge. Please block the company's access to my card and return my funds.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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