Complaint Review: Dropbox.com - San Francisco California

Dropbox kept my files for 10 years. All of my business files from 2 businesses, and all of my children photos and now will not let me access my files or dropbox account.

10 years ago I started using dropbox.com as my file cloud storage.   I started, ran, operated and sold 2 businesses.   I also had two children... All of the documents and pictures from this 10 year time period were on my dropbox.com account.  I was feeling comfortable that my documents were safe in the cloud.   Between selling the 2nd business I moved into a an area with a new phone area code.   I started to use my dropbox account less and less for file storage becaues I was no longer running that 2nd business on a day to day basis and I knew it was ok because my files were supposedly "safe" with dropbox.     

Eventually since I had moved to a new area I updated my cell phone number to reflect my new area code.   A few months later my laptop was damaged and I lost access to my laptop, went out and bought another one.   I was feeling pretty good that I could just login to dropbox and do a selective sync of the files that I needed for my new current situation.   But I could not login to dropbox.com   It was set up with two factor authentication and I could not get past it.    I could not get an incoming text because I had changed my phone number.    I still had the same email address, I knew the User Name and the Password, I have a legal name of the dropbox account that matches my state drivers license and passport.  I may even still be using the same debit card.     All of these verificaton methods and options were presented and discussed with dropbox at several times with their extra poor quality support team.   They would not accept any of them.   I tried to communicate and work with support 3 different times to resolve the problem.   I had a similar problem at one point with facebook.com and they just asked me to upload a picture id and then I was able to reaccess my account.   Not with dropbox.  They dont have a process for it.   I am going to have to file a lawsuit against dropbox just to access my files back again.  I dont have a choice as I have tax returns that I need to file for these businesses and these images and videos that I thought were safe from 10 years of my childrens childhood are now locked behind a cloud that I cannot access.   They are being 100% unhelpful in getting me access to my dropbox account.   The three times I tried to work with their support team they told me different stories each time.   They said that I setup a 10 digit pin when I frist opened an account with them, however my account is 10 years old and I was not offered to set one up - this was before they had this practice.   The dont have the process for account recovery so they are saying thats the end of it those files are gone to me, but this is not acceptable and frankly I have to keep pushing even to a lawsuit because I have to file the coroporate return for that second business and I have no choice.