Refund not received after subscription cancellation (Ticket #24953311)

Hey Ecost, thanks for joining our Community.

I took a look at your ticket and I see that the process has been followed correctly.

Have you reached out to your bank to see if the amount is perhaps in a pending state, and that's why you do not see it in your available funds?

Let me know what you find.

Hey Hannah! 

Yes, we went directly to our bank and we have no pending data.

Thanks.

Hi from me too, Ecost! Is there any chance you have another bank account from which the money was initially withdrawn in order to pay for Dropbox? 

In general, all refunds are returned to the payment method/bank account that was used for the upgrade or last renewal of your subscription.

Hi, Nancy​  thank you for your message.

We can confirm that we do not have any other bank account from which the Dropbox payment could have been made. The transaction was processed using our main account, and we kindly ask you to proceed with the refund accordingly.

Please let us know if you need any further details.

Best regards,

Ecost Team

I see, thanks for keeping us in the loop, Ecost! The next step is to log a new ticket for you, so that our support team can investigate what may have happened. 

Can I go ahead and message you to the email address you’ve linked here on the forum?

Yes, of course — feel free to message us through the email linked here. We appreciate your support and look forward to hearing from you.

Thanks Nancy​ 

No problem at all, Ecost! I've just emailed you, so please reply back to me, as soon as you get the chance.

Hello,
  I am in a similar situation to Ecost.  Per my Dropbox account billing records, I was supposed to have received a refund on October 09th 2024, however, this amount still shows as pending. I discovered this when double checking to ensure that my account was still just the Basic/free version that I downgraded to after the free trial, but was wrongly charged for. I contacted my bank and they confirmed that there was no refund processed or shown pending for that date.  Any assistance you are able to provide in resolving this issue is greatly appreciated.

Hi adambeck​ - I’m sorry to hear about this.

I was able to locate your previous support interaction about this in our system and I could see that the refund was normally processed back in October. 

That said, I’d be more than happy to have a further look into this for you, so I just sent you an email to investigate, so please  have a look at your inbox and we’ll take it from there.

Thank you!