Dishonest pricing and features- customer service repaired somewhat – Box: The Content Cloud Review

Update - 12/23/21 credit where credit is due, after much back and forth customer service has refunded me the money I felt I was owed and has done as much as they could to make things right. I still don’t like the way the subscriptions are advertised but at least they took the steps to correct things in a fair way. Update - 12/19/21 After they responded to this review and asked me to reach out to Box customer service, I did. On the same day they responded here they billed me $79.99 to renew a subscription through the apple store, after I had just subscribed for a year in October (mentioned below). When I asked for a refund of that $79 their service team agreed that I shouldn’t have been billed since I upgraded my subscription, but referred me to apple’s customer service to collect my refund. There is no effort to help me resolve this issue at all, it’s very clear they are trying to do the bare minimum they can while holding on to my money that they shouldn’t have taken in the first place. I subscribed for the $180/yr “personal pro” package in October of 2021 which at the time allowed me to upload files up to 5gb with only 1 user seat and it worked fine for a little over a month. A week ago on 11/24/21 I was able to upload a 4.4gb file no problem. Now I login today on 11/30/21 to upload a similar file and it’s telling me my file size limit per upload is 2gb and my package title in the setting screen reads “starter”. On the upgrade screen the pricing for the business package says “$15/mo paid annually” and includes 5gb file uploads. Since 15x12=180 and I just paid $180 in October and was able to upload files up to 5gb previously, a rational person would assume there’s been some glitch and I should be able to get my old capabilities back with a little help from customer service. No no… I get on the chat with customer service and I am informed that “no the packages haven’t changed” and “you’ll have to upgrade”. I give the receipt number showing what I paid and explain that I was able to upload larger files previously, and ask for them to fix it. I was told “the only way to be able to upload 5gb files is to buy the business package that for $15/mo per user” Come to find out the new package requires a minimum of 3 users, so really it’s not 15x12=180, it’s 15x12x3=$540/year. That’s 3 times more than what I paid in October and they want me to pay that now just to receive the same exact thing I already had. Shady, dishonest advertising and terrible user experience.
Review by LRW09 on Box: The Content Cloud.