Complaints

This profile includes complaints for DocuSign, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DocuSign, Inc.

  221 Main St Ste 1550 San Francisco, CA 94105

• 

  DocuSign, Inc.

  999 3rd Ave Seattle, WA 98104-4019

• 

  DocuSign, Inc.

  111 Sutter St Ste 1000 San Francisco, CA 94104-4545

• 

  DocuSign, Inc.

  221 Main St Ste 1000 San Francisco, CA 94105-1925

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.

• Initial Complaint

  Date:07/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This company went into my personal banking account and pulled a total of $1,011.40 from my account. When I reached out to them, they show no records of me having an account with them. ******* has put a stop payment to this company, but they tried this in May and then again in June and July. It needs to stop.

  Business Response

  Date: 07/09/2025

  Hello Jasmine,
  
  Thank you for raising this issue to Docusign customer support through **********************.
  
  Upon investigating your account internally, we found the customer support case you created on July 7th, 2025, reporting that your personal banking account was charged over $1000 for what seems to have been Docusign transactions, despite having no paid subscription with Docusign.
  
  M D from the customer support team have been assisting you on case# ******** and as I can see, you were requested to provide additional details around your account on which these changes were applied, so that the team tries to locate these tractions in our billing system.
  
  I will now escalate this case to have a billing subject matter expert take over the investigation, determine if these were charges issued by Docusign, and if it is confirmed, to investigate what they are for.
  
  Please expect to hear back from a billing expert shortly. In the meantime, if you have further inquiries I highly suggest that you continue to communicate with customer support team directly through the case.
  
  Best Regards,
  Docusign Customer Support

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23574890
  
  I am rejecting this response because:  How much more information you need?  According to Docusign, you don't show any subscription with me; yet you were able to access my personal banking information to charge of $1000.  How do you access individuals personal banking information without a subscription?
  
  Sincerely,
  
  ******* ********-*******

  Business Response

  Date: 07/11/2025

  Hello Jasmine,
  
  First of all, I want to apologize for the typo in my previous response.
  
  I am personally following up on your customer support case and overseeing your email exchanges with our subject matter experts.
  
  I want to assure you that Docusign does not access someones personal banking information without having a legit transaction.
  
  We checked your email address *************************** in our internal system and can see that it is only associated with a Free Docusign account. The account name is **** ***** ******* and Id *********. Email address ************************** is the only user on this account and the user name is similar to the account name **** ***** *******. As this is a Free account, ******************** does not charge any fees to keep it open.
  
  - To access your Docusign account, follow the instructions in this support article: *************************************************************************************************************************************************************;
  

  - If you experience issues logging into your Docusign account, check these troubleshooting steps: ********************************************************************************************************;
  

  - If in doubt and you choose to permanently close your Docusign account, heres how you can do that: ***************************************************************************************************************************;
  *** Note: It's recommended to download any documents or templates you want to keep before closing your Docusign account, as they will not be accessible after the account is closed. ***
  
  Coming back to the transactions you see on your personal banking account; As ****** *** and ***** ******* confirmed on your support case# ********, and as I explained above, email address *************************** does not have any active Docusign paid subscription, accordingly customer support team couldn't locate any transactions using the given information, respectively we cannot confirm what these payments relate to unless we have additional information.

  A different email address could have been used to purchase a Docusign subscription using your payment details, respectively it is advisable that you check with any person who may have access to your personal banking details, such as close friends, colleagues, or family members, if they used these payment details to make any Docusign transactions. If you still cannot confirm this, Docusign customer support needs additional information, as Cherry and Shine asked you on case# ********, to investigate further and to provide you with a conclusive answer.

  I also see that Cherry offered to set up a phone call to discuss this issue further, but you were not inclined to have a phone conversation with Docusign customer support team. I highly recommend that you accept a call with our billing subject matter experts, as they will explain the situation in more details, clarify the need for additional information to investigate further and will be able to answer any questions you have around this subject.
  
  I hope the above information is helpful and explains the situation a bit more clearly. Please continue to work with Docusign customer support team through your open case to ensure you receive a timely response and a closure to your complaint.
  
  Best Regards,
  Docusign Customer Support

  Customer Answer

  Date: 07/14/2025

  Please make this make any sense.  In your email below you assure that you have no ones personal banking information but an email sent you to me you have located the charges but security reason you are unable to make any changes.  This is my personal banking information that I never authorized Docusign to access and charge my account.  Yet you did go into my account not once you did a total of 6 times.  Now I want to see the authorization Docusign has that made it ok to ACCESS MY PERSONAL BANKING INFORMATION.   
  Complaint: 23574890
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********-*******

  Business Response

  Date: 07/15/2025

  Hi Jasmine,

  I see that you shared the last 4 digits of your bank card with Docusign customer support team. Thank you for your cooperation.

  **** ****** from customer support managed to locate the payment this card was used for and found the account that was created using it. However, as your email address is not associated with this account, customer support team cannot disclose any details, or make any changes without consent from the account admin.

  Additionally, the name on the card used to purchase the Docusign subscription was found to be for a different customer. Our billing system shows a different name associated with this card (not ******* ********).

   Accordingly, we regret to inform you that Docusign customer support would not be able to help you with these charges and as **** suggested in his email to you on July 11th, you could check with family members, or friends who have access to your payment information to find out if someone used this card to pay for a Docusign account. You could also reach out to the issuing bank to learn what options they could offer regarding these charges.

  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 canceled Docusign 1.5 years ago when I stopped being a realtor. They have tried twice to charge me annual fees of $240.00 even though Ive cancelled. It is impossible to reach anyone. The computer generated customer service keeps you going in circles. My realtor email has been non existent for over a year and I cant re-cancle my account without it. I have heard this is a scam they have perpetrated on many people who have tried to cancel.

  Business Response

  Date: 07/04/2025

  Dear *****,
  
  Thank you for reaching out to us regarding the issue with your Docusign account. We understand your frustration and apologize for any inconvenience this has caused.
  
  Unfortunately, we are unable to locate your DocuSign account based on the email address provided, i.e. ************************* To assist you further, we kindly request that you provide additional information such as the account number or the actual realtor email address associated with your Docusign account that might help us identify the account in question. Please refer -
  
  *****************************************************************************************************************************
  
  Once we have this information, we will promptly investigate the matter and work towards resolving it.
  
  We appreciate your patience and cooperation in this matter. Please feel free to contact us with the requested details at your earliest convenience.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 paid for a subscription for the esignature account for ********************** on June 28, 2025 in order to be able to send a document to be electronically signed by 9 people. I have been unable to send this document. I was informed by the sales division that this was due to a system issue that the *** tried to correct. The issue persisted. The *** opened a case on June ******* and I have yet to hear from someone at DocuSign and the issue persists. I am unable to submit a case through their support channels due to their internal system issue that has been ***orted to their online support community (linked here) *********************************************************************************************************************************************************** and the problem continues to be an issue. I have paid for a subscription that I cannot utilize and I cannot get support from DocuSign regarding this issue. I have reached out twice (6/29 & 6/30) and I have yet to receive a call or any support from DocuSign. I would like for them to make this right and contact me to fix this issue.

  Business Response

  Date: 07/01/2025

  Hi *****,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account "*********" and checked the details internally. I can see that you are already actively working with our support team in case# ********. Support has already provided below update in the case about your issue-

  
  "You are currently in a personal monthly plan, and in a personal monthly plan, DocuSign allows you to send 5 envelopes per month. If you need to send more than that, you'll need to upgrade to a Standard or Business Pro plan.".
  
  Our eSignature Standard and Business Pro annual plans include an envelope allowance of up to 100 envelopes per user per year, with options for monthly plans that include an allowance of up to 10 envelopes per user per month. If your Envelope usage in your Standard or Business Pro Docusign plan exceeds the plan allowance, each Envelope used in excess will be considered an additional Envelope that will be billed in a Pay-As-You-Go manner, where Docusign will charge a set, per-envelope fee. This ensures you can continue using your Docusign eSignature service without interruption to your business. Note: This does not apply to Personal plans. Please refer to below note for more information-
  
  *************************************************************************************************************
  
  Hope it helps. Please let us know if you have any questions.
  
  Best regards,
  
  DocuSign Customer Service

• Initial Complaint

  Date:06/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 originally purchased an annual DocuSign plan with the clear expectation that I would have full access to the features outlined in the plan at the time of purchase. However, upon attempting to use the software for a time-sensitive document, I discovered that I did not have access to the critical functionality required functionality that should have been included under my subscription.Due to this limitation, and under the pressure of a fast-approaching deadline, I had no choice but to pay an additional monthly fee in order to gain access to the features I had already paid for. This situation was both frustrating and unacceptable, especially considering that the issue was clearly caused by a failure on DocuSigns side to correctly configure my account.Despite multiple communications with customer support, the problem has not been properly resolved. Instead of returning my account to its original state under the annual plan and issuing a credit or refund for the forced monthly fee, I have been presented with confusing and unacceptable alternatives that appear to prioritize billing over resolving a customer service failure.This situation has not only caused unnecessary stress and additional cost, but also reflects poorly on DocuSigns commitment to its paying customers. At this point, I am requesting the following:A full return or credit of the additional monthly charge I was forced to incur due to your system error.Immediate reversion of my account to the original annual plan I selected and paid for without any further interruptions or changes.Written confirmation that my billing has been corrected and my account is functioning as promised.

  Business Response

  Date: 06/26/2025

  Hello *****,
  
  Thank you for raising this issue to Docusign customer support through **********************.
  
  Upon investigating your account internally, we found the customer support case you created on June 23rd, 2025, reporting an issue with your subscription changing from REALTORS - Annual to Standard - Monthly, due to an issue upon renewal, even though you had paid the yearly fee for your REALTORS - Annual plan. K ******* from the Docusign customer support team has been assisting you on case# ******** and has already offered to issue a credit memo of $193.54, as a compensation for the difference between what you had paid on April 9th, 2025, for renewing your REALTORS - Annual subscription (invoice# INV56327328, total amount USD ******) and what you paid on June 9th, 2025, for the change of plan to Standard - Monthly (invoice# INV57752261, total amount USD 45.00).
  
  As K ******* explained in their last email yesterday, June 25th, 2025, you can either:
  - Accept to receive a credit memo on your account for $193.54, which will remain active and can be used to purchase the REALTORS plan. It will be deducted from the total cost, and you will need to pay the remaining balance; Or
  - Choose to receive a refund for the credit memo amount of $193.54 to your bank account, then you would need to repurchase your original REALTORS plan and pay the full amount.
  
  As for the reason why your plan was changed mid-term, while your REALTORS - Annual contract was still active, I can see you had a call with a Docusign customer support agent on June 1st (Ma ****), raising concerns that you cannot send envelopes. To resolve the issue, it seems that you purchased extra seats on your account. Depending on how you purchased the extra seats, this might have been what caused the change in your subscription. To investigate further, could you please explain the steps you followed to purchase the extra seats?
  
  On the other hand, I noticed that you mentioned experiencing issues with accessing some features outlined in the REALTORS - Annual plan, which drove you to pay additional monthly fees in order to gain access to these features. Could you please explain what features you couldnt access and how you paid these additional monthly fees, so that we investigate this issue further?
  
  Finally, I wanted to clarify that you can see all eligible features for the REALTORS plan in Docusign Plans & Pricing page: *********************************************************************. When you click See All Features button, this takes you to the ******************* plan features section of the page, which lists the core features available for each of the *********** plans. It is important to note that REALTORS plan allows unlimited envelope sends, however, as highlighted, this is subject to reasonable use policy. You can learn more about this process by visiting the Reasonable Use Policy page: ********************************************************************.
  
  We will be waiting for your input regarding the questions above, to see how we can improve our services. In the meantime, I highly advise that you continue to work directly with Docusign customer support team through your open case# ********, to resolve your subscription change issue as soon as possible.
  
  Best Regards,
  Docusign Customer Support

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23519464
  
  I am rejecting this response because:

  Subject: Response to Your Follow-up on Subscription Issue Case #********
  Dear Docusign Support Team
  Thank you for your thorough response and reviewing the issue with my account. I appreciate your willingness to work toward a resolution. After reviewing your response, I would like to clarify a few points and provide the requested details to assist in further investigation.
  Subscription Plan Change & Credit Memo:
  I acknowledge your offer to issue a credit memo for the difference between my previous "REALTORS - Annual" plan and the new "Standard - Monthly" plan.
  Extra Seats Purchase:
  Regarding the issue of extra seats being added to my account, I did contact your support team on June 1st with concerns about my ability to send envelopes. At that time, I was advised to purchase additional seats, which I did through the process outlined by your team. However, Im unsure if this action caused the unintended change in my subscription plan. Could you please clarify how this change may have occurred when I added seats or why it was necessary to add seats to my plan in order to gain the functionality I had paid for? If you look at the initial issue the sole reason for this purchase of extra seats was due to the inability to send an envelope under my purchased yearly subscription plan at no point have I raised an issue with your team with requiring extra seats for my account.  As previously stated the additional seats were neither needed nor requested and this action was done solely to remedy the issue with your system not recognizing my paid yearly subscription.  Immediately while on the phone with your *** and regaining the ability to send my lost functionality to my time-sensitive document I requested a refund of the monthly charge and to restore my original plan which the *** had documented on the separate case number provided. 
  Access to Features:
  In reference to the features I couldnt access, I encountered difficulties with using the strikethrough functionality that I had under my Realtor plan and I then immediately checked the status of my account to see that I was still under the changed monthly plan.  I was unaware that I would end up paying the additional monthly fees on June 9th, 2025 as your *** mentioned previously would have been refunded, I do understand from your point this was part of the transition to the "Standard - Monthly" plan.  But this fact completely disregards that the whole reason for switching to the plan was simply to gain access to send an envelope which I should have been able to do under my original plan and could not and was in no way done to gain extra seats.  Your customer lines are reviewed for quality and assurance and I am confident you can review this from your end to understand the duress I was under in making this decision.
  Reasonable Use Policy:
  Ive reviewed the link you provided regarding the "Reasonable Use Policy" and the information on the plans and features page. Its helpful to have that context, and Ill keep it in mind as I move forward with my account. If there are any further guidelines I should be aware of to avoid any confusion or service interruptions, Id appreciate the clarification.  Again I am simply requesting my plan to be restore to its original plan that was purchased on June 1st to expire a year from that point. I do not feel this request is unreasonable given the nature of this circumstance.  I have been a customer for many years and would hate to jeopardize this business relationship over a trivial amount when I am clearly only requesting the restoration of my originally purchased plan and nothing more.
  Once again, thank you for your attention to this matter. I look forward to resolving the issue with my subscription, and I appreciate your prompt follow-up and support.

  
  Best regards,
  ***** ****
  
  

  Business Response

  Date: 06/27/2025

  Hi *****,

  Thank you for the additional context regarding this issue and for answering my questions!

  This is to confirm that I'm liaising internally with a billing subject matter expert to reinstate your account to it's original plan (REALTORS - Annual) and billing term (April 9th, 2025 to April 9th, 2026), then to issue a refund for the payment you've made on June 9th in an attempt to resume sending envelopes, which is highly likely what resulted in the account plan changing to Standard - Monthly.

  Please expect to hear back from our billing support team through your open case# 15489614 soon. We will closely monitor the progress of your case to ensure the issue is resolved as soon as possible. in the meantime, for any further inquiries we highly suggest that you work directly with the assigned expert on your open case.

  Best Regards,
  Docusign Customer Support

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 want my account closed and a $110 refund I tried to cancel my account via the site but I couldn't. I never met you sign up for a $120 charges.

  Business Response

  Date: 06/17/2025

  Dear *****,
  
  Thank you for reaching out to us regarding the issue with your Docusign account. We understand your frustration and apologize for any inconvenience this has caused.
  
  Unfortunately, we are unable to locate any DocuSign account based on the email address provided, i.e. ************************ To assist you further, we kindly request that you provide additional information such as the account number or the actual email address associated with your account that might help us identify the account in question. Please refer -
  
  *****************************************************************************************************************************
  
  Once we have this information, we will promptly investigate the matter and work towards resolving it.
  
  We appreciate your patience and cooperation in this matter. Please feel free to contact us with the requested details at your earliest convenience.
  
  Best regards.
  
  DocuSign Customer Service 

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Docusign's intentionally poor customer service is never available after they charge me without consent on "autopay." I have tried to reach their customer service only to come against another paywall that requires me to upgrade my plan to file a support ticket - ridiculous! Further, I paid $120 for the personal plan and was charged (without consent) for an additional $240 with no invoice. It is obvious that Docusign is all frontend lip service (sales) and no backend support. They must know this at the senior management level but they have to keep "revenue" on the financials. I know this as an accountant from a long line of accountants. I seek only to caution and warn any new customers that may be considering ********************. They are a terrible company that is not consumer centric. I had to file a dispute on my credit card and use PDFs of my account and emails to substantiate the dispute. Truly a waste of time to get back ill spent money.

  Business Response

  Date: 06/17/2025

  Dear ****,
  
  Thank you for sharing your experience with Docusign. We sincerely apologize for the frustration and inconvenience you have encountered. Your feedback is invaluable and highlights areas where we may need to improve. I understand that you are not requesting any settlement from DocuSign and reason for this complaint is for BBB information only.
  
  However if you do change your mind and want us to investigate and provide a proper response then I will be more than happy to look into this. Unfortunately, we are unable to locate any DocuSign account based on the email address provided, i.e. ********************** To assist you further, we kindly request that you provide additional information such as the account number or the actual email address associated with your account that might help us identify the account in question. Please refer -
  
  *****************************************************************************************************************************
  
  Once we have this information, we will promptly investigate the matter and work towards resolving it.
  
  We appreciate your patience and cooperation in this matter. Please feel free to contact us with the requested details at your earliest convenience if you want us to investigate further.
  
  Best regards.
  
  DocuSign Customer Service 
  
  

• Initial Complaint

  Date:06/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 canceled my account on 8/20/2024, after speaking with "Iris". She advised that my credit card would not be charged when that current billing cycle was up. On 6/14/2025 i was billed $130.65 for this service that Iris canceled, and i no longer use. DocuSign refuses to give me a refund, and judging from their reviews this is common practice.

  Business Response

  Date: 06/17/2025

  Hi ******,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account details internally. I can see that you are already actively working with our support team in case# ********. Support has already logged a refund request for the last renewal charge and it is being processed. Please be assured that you will receive the refund in ***** days. Your account will also be cancelled once the refund is processed.
  
  Thank you for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I'm not sure why it took my filing a BBB complaint for them to agree to a refund. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Docusign randomly upgraded my yearly account 3 months before it expired. So I was over charged $50 for 3 months. They also dont have a complaint department or a refund policy on these overcharges. It shouldnt be this hard to get an explanation for overcharges and get a refund.

  Business Response

  Date: 06/17/2025

  Dear ****,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I have created a new support case ******** on your behalf with our support team responsible for handling such issues. Our support team will review this request as a priority and if there is any applicable refund they will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Detailed Complaint:I maintained a paid DocuSign subscription for two consecutive years at $300 per year, totaling $600. During that time, I used the platform to upload, sign, and store sensitive business and legal documents.Without warning, explanation, or justification, DocuSign permanently closed my account and cut off all access to my files. I was not told of any violation or given any chance to resolve an issue. All of my documents covering two full years are now locked away from me.Ive reached out to DocuSign support and received no meaningful response. They have not offered access to my documents, any form of data export, or even a partial refund.This is a paid service that handled important legal documents. Blocking access to everything I paid for with no due process is unethical and possibly illegal.Desired Resolution:Restore full access to my account and all documents,OR Issue a full refund of $600 for the two years of service that were taken from me

  Business Response

  Date: 06/17/2025

  Hi *******,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account details internally. I can see that you are already actively working with our support team in case# ********. Support is already working on your request to restore full access to your account and all documents and it is being processed. Support will send you an update as soon as they have the confirmation from the relevant team that the renewal payment will no longer be collected. Once they receive this approval and a confirmation from the relevant team that the system will no longer attempt to collect payment, they will complete the reinstatement process.
  
  Thank you for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign Customer Service
  
  

• Initial Complaint

  Date:06/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was unable to cancel my account as I don't work for the company any longer and don't have access to that work email, however the email is ************************ and I incurred a $10 renewal charge that I can't get support for because I no longer have access to the account. The ** number ends in x0918

  Business Response

  Date: 06/16/2025

  Dear *****,
  
  Thank you for reaching out to us regarding the issue with your Docusign account. We understand your frustration and apologize for any inconvenience this has caused.
  
  Unfortunately, we are unable to locate any DocuSign account based on the email address provided, i.e. *************************** To assist you further, we kindly request that you provide additional information such as the account number or the actual email address associated with your account that might help us identify the account in question. Please refer -
  
  *****************************************************************************************************************************
  
  Once we have this information, we will promptly investigate the matter and work towards resolving it.
  
  Also the screenshot that you have attached with your BBB complaint is just a blank screen. I am not sure if it was supposed to contain any additional information. Please check.
  
  We appreciate your patience and cooperation in this matter. Please feel free to contact us with the requested details at your earliest convenience.
  
  Best regards.
  
  DocuSign ****************

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23472025
  
  I am rejecting this response because there may be an account listed under the following email: ******************************** or **************************************************.

  Please attempt to locate the accounts using that information and reply back as to what you find. Thanks.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/17/2025

  Dear *****,
  
  Thank you for providing the additional information. I was able to find an account associated with your email address **************************************************************.
  
  I have created a new support case ******** on your behalf with our support team responsible for handling such issues. Our support team will review this request as a priority and if there is any applicable refund they will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************