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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:07/24/2024

      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.
      A charge appeared on my Citi credit card that I did not initiate or authorize . The charge was $127.79 on July 6, 2024. I have a basic (free) dropbox account because I couldn't get the account to do what I wanted it to do so I downgraded to basic. Then suddenly, more than a year later, this charge appears on my credit card which I didn't authorize. I spent 2 hours online trying to find a way to request a refund or find a phone number to talk to customer service, but at the basic level I can't even do an online chat with them. So I am turning to you to try to get a refund on that charge. If I dispute the charge with the credit card company, **** will turn it over to their fraud division and cancel my current credit card account. It will take 10 days to 2 wks for my new card to arrive and I have already been without a valid Citi card for 2 months this year due to 2 earlier fraudulent charges. I get much greater cash back on the Citi card so it costs me money to use another card with a much lower cash back rate.

    • Initial Complaint

      Date:07/23/2024

      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.
      Hello Dropbox,I have an account dated back to 2013 with ************************ and I think I uploaded many travel photos to this account. However, today I'm logging back into this account after a decade, and to my surprise, there was no content inside my Dropbox. Could you please investigate the logs and recover my photos?*************

    • Initial Complaint

      Date:07/21/2024

      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 just noticed that I have been rebuild once again for a service that I don't even remember getting and how I got billed the first time I don't even know but I am being billed again and I do not have a DropBox account anymore. I am wanting my money back as soon as possible. The phone number on my bank statement where I was billed is not even a working number they want you to contact them through internet.

    • Initial Complaint

      Date:07/17/2024

      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 trying to cancel my Dropbox account with no success. There is no phone number to call. I should be able to do so by logging in but the email address I used at the time is no longer active so I cannot log in. I don't want the account any longer or to pay what they are charging me. I feel that the amount is not reasonable but there is no one to speak to to try to resolve the issue. So I would like to just cancel the account and, if possible be reimbursed for my most recent charges in 2024.

    • Initial Complaint

      Date:07/10/2024

      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.
      For the past 24 months, including 7/7/24, I have been charged monthly for a subscription I didn't approve. I thought I was on the basic plan but to see that I wasn't made me very upset. I reached out to Dropbox and they said sorry we cannot help you even though they took money from me just a few days ago.

    • Initial Complaint

      Date:07/09/2024

      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 opened an account with ********************** on October 9, 2023, to help with a new job I started that month. By November 2023, I realized I no longer needed the Dropbox account, so I deleted it from my computer. This year, I learned they have a mail in form to cancel accounts. I have been trying to cancel my account and end the automatic payments for several months. On June 9 I mailed in the proper Dropbox form with everything filled in. Today I saw that Dropbox has charged me yet again, today, for the account they refuse to close.

    • Initial Complaint

      Date:07/08/2024

      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.
      Impossible to cancel account, either on line or via app. I used help chat. I followed the instructions to cancel (click avatar, click manage account, click cancel) but that did not work on-line. So I logged in via the app, and followed those instructions. And those don't work, there is no way to cancel that works, even when I followed their instructions. Clearly they are making it difficult to do.

    • Initial Complaint

      Date:07/01/2024

      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 tried to cancel my account in prior contacts with dropbox. They have billed me ***** for ****** May, and June. That was the annual charge in the past. Now they won't respond to requests for a refund.

    • Initial Complaint

      Date:06/26/2024

      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 purchased a free trial from drop box and before I had the chance to cancel the free subscription, they had charged me falsely of $199.00. I requested a refund and they said it would transfer to my account within 3-5 business days. After that period had passed I emailed them and they said it had been fulfilled. It hadnt, and another week passed. Now its almost a month later and I have sent countless emails and called and even called my bank who said they received nothing. I am hoping you can help me recover my money as it is the end of the month. Thank you.

    • Initial Complaint

      Date:06/21/2024

      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.
      Charged $11.99 by Dropbox on my **** card most recently on June 17. Dropbox has no phone number for public or subscribers. The website has spot for cancellation but it takes you to an upgrade site. Nothing to cancel. I have asked ***** **** to block all further charges & they cant. They said they would file a dispute. Not sure if this works. Bottom line, this is a terrible company not wanting cancellations. Please help. Thanks

    Dropbox, Inc. is NOT a BBB Accredited Business.

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