Dropbox payment taken twice through fault in system

whatuk65

Hi, I was wondering if someone could help me. 
I use a web service called dropbox, and last year through a fault in their system I started to be charged twice. I have an email saying that one of the payments had been canceled, so I thought nothing more about it, but I recently realised that it hadn't worked, and for the last 10 months they'd been charging me £19.99 twice. I didn't realise because the payments were far enough apart in time on my statement for me to think it looked right. 
They are saying their refund policy doesn't allow them to provide a refund, even though I canceled the service and have the email to prove it. 
Can anyone give me any advice on how to approach this? It seems crazy that they took £200 from me, and they're just saying "sorry, we can't give it back". I've been using them for 8 years, and I would leave them as a service if they don't give me my money back, or at least 10 months free. 
Thanks

Aylesbury_Duck

I'd speak to your bank.  Presumably there isn't a second direct debit mandate agreed by you?  In that case, the money was taken without your authorisation.

whatuk65

hi, 
It was a reoccurring card payment rather than a direct debit. 
They did say "In some cases, your bank or online payment vendor may be able to help." But I was assuming that was just them palming me off onto the bank, where I'd spend hours going round in circles. 

Ectophile

I'm sure they are palming you off.  But there's nothing to stop you talking to your bank and asking for a chargeback.

whatuk65

So my bank said they can try to reclaim 120 days, which is 3 payments. Better than nothing I suppose. I've gone back to dropbox to see if they will offer me anything as a customer for the past 15 years. After the way they've been so far I doubt it.