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.

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

• 

  DocuSign, Inc.

  999 3rd Ave Seattle, WA 98104-4019

• 

  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:06/24/2024

  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.

  Docusign charged my credit card $300 for an account that I never activated. This looks to be fraud however, per their policy - they are unable to refund me for this renewal charge due to not having canceled the account within 30 days of opening. This is unfortunate for me, because I was unaware that an account was opened under my name with my credit card and had no opportunity to cancel the account within 30 days of it having been opened. The charge for $300 occurred on June 24th, 2024. I contacted Docusign via customer support # on June 24th, 2024. Was told they would not be able to refund this charge. I don't need nor want Docusign services and I am upset with the fraudulent charge to my account.

  Business Response

  Date: 06/25/2024

  Hi ****,
  
  Thank you for bringing this matter to our attention. We understand your frustration and are committed to resolving this issue promptly. We apologize for any inconvenience caused by the charge to your account.
  
  I reviewed your account internally and noted that you have already engaged our support team for this issue by creating the case ********. From the case notes I can see that support has already started the process of getting the refund for you. The refund request is pending the internal approval. Once the refund is processed it will take about ***** days to reach your account. Hope it helps.
  
  If you have any further questions or require additional assistance, please do not hesitate to contact our customer support team directly.
  
  Thank you for your patience and understanding.
  
  Regards.
  
  DocuSign Customer Support

• Initial Complaint

  Date:06/24/2024

  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.

  Repeated sales emails from DocuSign, now include disrespect for role in organization and involvement in organization despite prior response. Called company to address matter and repeatedly attempted to address concern, was repeatedly transferred to parties who could not support in a different department.

  Business Response

  Date: 06/25/2024

  Dear ***,
  
  Thank you for bringing this to our attention, and I sincerely apologize for the inconvenience and frustration you have experienced.
  
  We take your concerns very seriously. I went through your account history and I can see some sales type emails from our Sales team. However after going through the email in details I can see that these emails provide you "Unsubscribe" option at the bottom to stop receiving these emails in the future, e.g. -
  
  "To unsubscribe from future DocuSign marketing emails please reply to me or click here ( ********************************************************* ).
  
  If you'd like me to stop sending you emails, please click here ( %unsubscribe_url% )".
  
  Have you tried to unsubscribe using these options? Are you still receiving these emails after 30 days of unsubscribing as it may take us to 30 days for you to be removed from marketing emails. 
  
  From myside I am escalating this internally with our Sales team, who will ensure that your email address is promptly removed from our sales communications. 
  
  If you have any further concerns or require additional assistance, please do not hesitate to reach out to us. Thank you for your patience and understanding.
  
  Regards,
  
  DocuSign **************** Team
  
  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21892529
  
  I am rejecting this response because my principal concern is with the sales representative's disrespect of my position, indicating that I did not wish to talk about the success of my organization in the coming year. This is an inappropriate sales tactic that will not be resolved by "unsubscribing."
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/02/2024

  Hi ***,
  
  Thank you for your feedback. You wrote -
  
  > my principal concern is with the sales representative's disrespect of my position, 
  > indicating that I did not wish to talk about the success of my organization in the coming year. 
  
  At DocuSign, we strive to maintain the highest standards of respect for our customers during all forms of communication. Your feedback is invaluable to us as we continuously work to enhance our customer interactions and ensure that every experience is positive and professional.
  
  We understand the importance of acknowledging and respecting your position and preferences. The behavior you experienced is not reflective of our values or the level of service we aim to provide. Please accept our sincere apologies for any inconvenience this may have caused. 
  
  Should you have any further concerns or wish to discuss this matter in more detail, please feel free to reach out to us.

  Best regards.
  
  Docusign Customer Support Services

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair 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 am disputing the theft of money from my account without authorization. That was not the policy when I signed up. Plus I did not agree to automatic renewal further , policy change was not communicated. ***** taken from account I didnt even have when signed up so never could have been authorization of stealing money from that account finally, ********************** has not worked for over 6 months. My notification of problems went without any response. I was finally able to talk with a rep today but she has absolutely no clue what is going on. Put me on hold 5 times. My request to talk to a suoervisor was refused. Last but not least, I was hung up on for my insistence to talk with a suoervisor. You must be losing customers in droves to institute a policy of theft. I am not requesting not to be closed because it should have been closed automatically when I didnt renew. You cant claim both we had an agreement and at the same time that you changed the agreement unilaterally without notification. Sent from Yahoo Mail for iPhone On Monday, June 3, 2024, 4:38 PM, DocuSign Global Support <******************************************> wrote:Case Number: ******** Hello *****,This is ******** from Docusign Global Support and I am here to help. My apologies for the inconvenience that you have experienced.I understand you wanted to close your account and receive a refund for the renewal this year. As I have checked here on our end, there has been an update from Docusign that we cannot process a refund for a renewed account. The ****** policy only applies to a new account that has not used Docusign for 30 days.Please refer to this article for your reference:Docusign Refund Policy Please feel free to reply to this email if you still want to close your account. Thank you for contacting Docusign Customer Support. Best regards, ******************************* | Docusign Customer Support **************************

  Business Response

  Date: 06/05/2024

  Hi *****, 
  
  I apologize for the confusing communication provided. There is no policy update as described in the email; this has always been in our terms and conditions as part of our subscription service. That said, I see your case was escalated with our support team and a full refund is already in process. You should see the funds returned to you within 3-5 business days, depending on your financial institution. Please follow the details and communication via your case 13600060.
  
  Best,
  Docusign Customer Support
  
  

  Customer Answer

  Date: 06/06/2024

  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:06/03/2024

  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 was not informed that there was no cancellation window for the account I was signing up for. After signing up for the account I was unsatisfied with the service and wished to cancel according the the 30 day cancellation policy stated on the Docusign website. Was told that didn't apply to commercial accounts despite the fact that it does not say that on the website. After I informed them that I wanted to cancel and I was unhappy with their services they have failed to respond to my emails and are ignoring me. Fearing that I might be literally stuck using their services because it is so expensive I decided I would try to meet with an onboarding specialist to get the product to work. I scheduled an appointment and set aside time in my day for it and was no showed. I have zero trust for this company and just want to cancel my account and get my money back. What a waste of time and money.

  Business Response

  Date: 06/03/2024

  Dear ****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you have experienced. I will try my best to help you with your request.
  
  I noticed that you have already created a case ******** for this issue with our ******* services team who are the right team to help you with your refund request. I can see from the case updates that account services team have reached out to your account owner **************************** to contact you directly regarding your concern and discuss the options with you. On your behalf I will internally escalate this with account owner and request them for the prompt action on this. Hope it helps. Please let us know if you have any questions.
  
  Thank you for your understanding.
  
  Best regards,
  
  Docusign ****************

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21795809
  
  I am rejecting this response because:
  I have reached out to Peri and she has failed to get back to me for multiple days. My account team has done a poor job handling my concerns as they have ignored me and not responded for nearly a week now. I just want my money back and to part ways.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/05/2024

  Hi ****,
  
  I had internally contacted your account team about this issue and I was told that ******************* from the account team has been in contact with you as of May 29 and explained to you that there isn't a cancellation window for commercial plans. 
  
  I am requesting the manager from team to contact you as well so he can answer any questions or concerns you have. 
  
  I know this is not the outcome you were expecting but unfortunately we cannot provide a refund since there isn't a cancellation window for commercial plans. Please let us know if you have any questions.
  
  Thanks.
  
  Docusign Customer Service
  
  

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21795809
  
  I am rejecting this response because:

   It clearly states on your website that there is a 30-day cancellation policy and it does not differentiate between any type of account. When being told about the account it was never explained at any point that there was no cancellation window. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/25/2024

  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.

  Docusign charged me on the last day of my renewal date. I dont want to continue but they are not refunding the money.

  Business Response

  Date: 05/26/2024

  Dear *****,
  
  Thank you for bringing this issue to our attention. I understand your concern regarding the recent charge on the last day of your renewal date and your desire to discontinue the service. I will try my best to help you with your request.
  
  I noticed that you have already created a case ******** for this issue with our support team who are in the best position to help you with your refund request. I can see from case updates that you have agreed to downgrade the account. On your behalf we have also raised your concern to support Manager and requested for a courtesy refund for you which is under consideration. Hope it helps. Please continue to engage with our support team through support case ********. Please let us know if you have any questions.
  
  Thank you for your understanding.
  
  Best regards,
  
  Docusign ***************

• Initial Complaint

  Date:05/16/2024

  Type:Order 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 have been a client of Docisgn for over a decade, below are some of teh invoice numbers and charges. I signed up with a Realtor discount of $180 a year, for various renewals they re able to see it on their statements.I am now being charged $240.00 because I addded an additional member- and I understand that the new member can pay full prices as he is not a Realtor, but I am an no w they claim that if you add another seat to your account, this cancels your promo. They have not been able to provide evene any fine print as to where this is stated. The representative also said it is not stated anywhere and just sorry for the inconvenience and they will update their website so that this is clear going forward. That doesnt help me. I will not be charged $240 a seat.05/31/2023 Invoice INV41459762 $180.00 05/31/2022 Invoice INV33666778 $180.00 05/31/2021 Invoice INV25776905 $180.00 05/31/2020 Invoice INV18940740 $180.00 06/01/2019 Invoice INV13870859 $180.00

  Business Response

  Date: 05/20/2024

  Hi *******, 
  
  I am sorry for any confusion caused by the invoices as I show you do, indeed, have a $60 discount that will be applied. The cost is $240 per user, but looking at future invoice previews, I can see where the $60 discount will be applied. The renewal email we sent you on May 1 shows the discounted renewal price - assuming no plan or subscription changes are made, your account will renew on May 31 for $420, which is inclusive of the $60 discount you have. 
  
  I hope this answers your questions and alleviates any concerns you may have. 
  
  Best,
  *****
  
  

• Initial Complaint

  Date:05/15/2024

  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 set us up for an account that did not work. They/We canceled the account because they were unsuccessful in setting it up They keep billing us for last year and just sent another bill for this year..., and continue to bill us for an account we do not have. We have tried to reach out and they won't speak to me..said i must login to my account. I don't have an account because it was canceled..its circular and they are unwilling to speak to me or have anyone call me to resolve the issue

  Business Response

  Date: 05/15/2024

  Dear *****,
  
  Thank you for bringing this to our attention, and we appreciate your patience as we work to correct this situation. I have checked our system and I have noticed that you have created a case ******** for this same issue. This support case ******** is assigned to our account services team who are in the best position to address your issue. I am going to internally escalate this case and ask them to respond to you promptly. Please work with the support team through case updates and hopefully we can resolve this issue soon for you to your satisfaction.
  
  Please let us know if you have any questions.
  
  Best regards,
  
  Docusign Customer Service
  
  

• Initial Complaint

  Date:05/14/2024

  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.

  Docusign charged my business card $1500 without my permission back in November. I have had this platform since 2022. and I renew annually at about $300 a year. I am cleaning up my books and find a random 1 time UNAUTHORIZED charge of $1500 that I would have NEVER signed up for knowingly. I am requesting a full refund, and also going to have my lawyers further investigate as I do not feel this is fair and I am a person who cherished integrity. Docusign has become more known for the lack of integrity it has for its users and I will not tolerate this any bit,

  Business Response

  Date: 05/15/2024

  Dear ******************,
  
  Thank you for bringing this to our attention, and we appreciate your patience as we work to correct this situation. I have checked our system and I have noticed that you have already created the case 13513252 for this issue. This case 13513252 is assigned to our support team who are in the best position to address your issue. I am going to internally escalate this case and ask them to respond to you promptly. Please work with the support team through case updates and hopefully we can resolve this issue soon for you to your satisfaction.
  
  Please let us know if you have any questions.
  
  Best regards,
  
  Docusign Customer Service
  
  

• Initial Complaint

  Date:05/10/2024

  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.

  On 5/10/24, Docusign used my business debit card to take out $1042.56 for a plan I did not agree to. According to the billing in my account, they invoiced me on 5/10/24 and debited my account on 5/20/24. I did not receive an email prior to this transaction notifying me of the "renewal" transaction and I have NEVER paid this much for docusign. The most I have been billed is $323.00

  Business Response

  Date: 05/16/2024

  Hi *******, 
  
  I am sorry for the frustration youve experienced due to your renewal. I show that the amounts and detail provided are all correct: 
  
  5/10/2023 - current subscription started
  INV41038419 - Personal plan - $130.32
  5/26/2023
  INV41373569 - Upgrade to Business Pro - $373.88
  1/17/2024
  INV46396758 - Purchase envelope pack (also called a seat) - $162.37
  This amount is prorated for the time left on your annual subscription 01/17/2024-05/09/2024 only
  5/10/2024 
  INV48865482 - Subscription renewal - $1,042.56
  If you open the invoice in your account you can see this is for 2 seats, each seat is $480+tax
  
  In reviewing your account, I see that you contacted our Support team and have agreed to downgrade your account and receive a refund. I will continue to watch your case ******** to ensure that it processes in a timely manner. 
  
  Again, I am very sorry for any confusion or frustration this has caused. 
  
  Best, 
  *****
  
  

• Initial Complaint

  Date:05/04/2024

  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.

  My company created a docusign account last year for which I assigned my personal credit card using the my company's general email address. When the dollar amount is small (<$300, I can be reimbursed from ***** cash). Later, in order to purchase additional envelopes, I was forced to add an additional user so i linked my personal work email account. Because our envelope usage is so high, I was contacted by a sales rep to discuss our needs and the possibility of upgrading our companys plan. I warned the sales rep that Id need to switch the credit card information over to my companys credit card before they charged for the upgraded plan because I couldnt afford to pay nearly $2k on behalf of my company and await reimbursement. I updated the credit card information under the account login we do all of our business from (our companys general email login). Then, for some reason, docusign used my personal work email login information to pay for the upgrade (I'm assuming? - because I'd already updated the general email login account). If I'd have known that the information needed to be updated under both logins even though it is the same account, inwoukd have done it. *** opened a ticket and asked them to escalate the issue. I said Id be happy to call and provide the other card information via phone. The support case has been open for over a week, the rep basically told me they wont do a refund. I cant afford this on my personal credit card. It was supposed to be billed to my companys credit card.

  Business Response

  Date: 05/09/2024

  Hi *******, 
  
  It looks like in the time since sending this through the BBB your credit card has been refunded as of May 6th and a new payment method has been charged for your upgraded account. Please let me know if that is not the case. 
  
  My sincerest apologies for any issues this has caused you. 
  
  Regards,
  **********;
  
  

  Customer Answer

  Date: 05/09/2024

  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,
  
  *************************