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.

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

• 

  DocuSign, Inc.

  999 3rd Ave Seattle, WA 98104-4019

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:05/03/2024

  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.

  Docusign requires users to email requests to downgrade subscriptions, I emailed Docusign on December 1, 2023 to downgrade from the $65 monthly plan to the $45 monthly plan. I received a response on December 2, 2023 confirming my subscription was downgraded (case number: ********). The following month in January, I was still charged $65 and have been charged $65 from January 2024-April 2024. Throughout this time, I have contacted Docusign and spoke with the customer service department on two separate occasions where I was informed I would be refunded (case number ********). I have not received a refund as of yet, and we are approaching another billing cycle and I will be forced to cancel. I would like a refund and for this to be resolved immediately.

  Business Response

  Date: 05/10/2024

  Hi *******, 
  
  I can see where your account is set to the Standard plan for $45 per month but you are being charged $65 in error. I will work with our Support and Finance teams to get this corrected and immediately refunded. Your new case number is ******** as your previous case was already closed. Please look for additional communication from our support team via the case email. 
  
  I really apologize for any frustration this has caused you. I will make sure this is handled with urgency. 
  
  Regards,
  *****
  
  

  Customer Answer

  Date: 05/11/2024

  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:05/02/2024

  Type:Sales and Advertising 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.

  Business reached out to process our renewal. I requested a change for same. They informed that because renewal was 30 days away we could not make any changes. No where was that indicated in any paperwork we signed. I then requested to cancel the renewal and was promised a response within 3 days. I did not hear back from anyone.

  Business Response

  Date: 05/08/2024

  Hello ******, 
  
  Your account is managed with an account team and is governed by a contract. As such, your issue with billing and contract terms must be handled by your account team and not something that can be resolved in this forum. I see there is an email thread that includes members of your account team as well as our renewals email address. It will be necessary for them to resolve this for you. I have notified that team of your BBB message to help move things forward. 
  
  Best,
  *****
  
  

• Initial Complaint

  Date:04/28/2024

  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.

  I renewed a basic account on 03/30/2024 for $319.80. In April I decided to upgrade to Business Pro and was charged an additional $464.06 - the full price for the upgraded account without credit or refund for the basic account I had just paid for. I was only prorated a single month, but that means I was charged a total of $783.86 for this year, while the Business Pro should only have charged me $480 for the year, less the applicable credit for one month of my subscription that was basic plan. Please issue a full refund of my March invoice payment of $319.80 since I upgraded from that plan and fully paid for Business Pro. To date the company has ignored my messages and I cannot get in touch with a person, only their online bots. The attached invoices, both having been paid, show that I was charged for the same service period twice!

  Business Response

  Date: 04/28/2024

  Hi ******,

  Thank you for contacting Docusign Customer Support. 
  
  I am sorry to hear that you were double charged and are having difficulty with getting the refund for this double charge. I will do my best to find you a quick resolution for this issue.
  
  I checked your account. I can see that you have already logged a support case ******** for this issue and they have already provided you the details of what happened. It seems when you did the upgrade from the Standard to the Business Pro plan, $283.11 USD were already credited to your account.
  
  We can submit the refund request for this credit. You just need to let us know in the support case if is it okay to issue the refund to the same payment method originally billed or to the one that has been updated on the system.  Also you need to provide us with the last 4 digits of it in your update in the support case so we can confirm it on our end that payment is going to the right channel. You can just reply back to support's case email update with this information. Hope it helps.
  
  Please let us know if you need any further help with this issue.
  
  Thanks.
  
  Docusign Customer Support 
  
  

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21636342
  
  I am rejecting this response because: Docusign claims they "have already provided you the details of what happened." This is a complete lie. I filed a complaint with the company and they have not reached out in any way nor have they replied to the complaint. I have attached a screenshot of the support case which is still unanswered and unresolved. To the suggestion in the company's BBB reply, yes, refunding the first charge from March to it's original payment method would be preferred. I'm quite frustrated that I have to go to the BBB to get Docusign to reply to a double charge complaint rather than getting in touch with me by their support website. I was double charged and have not been credited, refunded, or even replied to outside of the BBB forum. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/01/2024

  Hi ******,
  
  Thank you for contacting Docusign Customer Support. 
  
  I checked your support case ******** that you have logged for this issue and I can see that you have responded yesterday by providing this confirmation in the support case "Yes I want issued to original payment card. So I AGREE TO RECEIVE ON THE **** ENDING IN << *0798>> THE PARTIAL REFUND FOR THE PAYMENT ORIGINALLY CHARGED TO THE **** ENDING IN <<0798>>". Also please note that your account has not been downgraded to free, and is on the Business Pro - Annual subscription. Hope it clarifies.
  
  Please let us know if you need any further help with this issue.
  
  Thanks.
  
  Docusign Customer Support 
  
  

• Initial Complaint

  Date:04/19/2024

  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.

  Ive had Docusign for many years and been a loyal client . Last year as I was going away for a long break I took my docusign off auto renewal as I knew i was not going to use it for almost 3 months . When I returned I paid $240 and re joined .Now they are trying to bill me three months early and say I had a subscription and I did not .I spoke to two supervisors and their customer service for Billing is the worst !!!I want a credit for the 3 months or I want the use of the year I paid for .Docusign Service wants me to pay even though I had no service I want this resolved asap as I will not oh for something I did not get .Im furious at the attitude and ignorance of their employees who can do nothing to resolve a problem as I wasted 2 hours .It also amazes me that they are hiding with no No e mail contact .Shame on you .If need be and I hear nothing I will arbitrate and complain to consumer complaints as this is Very Bad Business practice and Im sure not legal .

  Business Response

  Date: 04/24/2024

  Hi *****, 
  
  Your subscription auto-renewed in May of last year but the payment was not taken until July. This does not change the billing term, still being May to May each year. 
  
  That said, I can understand that the invoice may not have been clear when payment was made. As a one time courtesy, I will work with our support experts to put a $60 credit on your account. This way when the account renews in May, you will only be charged $180 to account for the 3 months difference. Please look for an update from the case owner, ******. 
  
  Thank you for your patience, 
  *****
  
  

  Customer Answer

  Date: 04/25/2024

  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:04/12/2024

  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 has been billing me for an inactive account. I called their billing service today and spoke with ******* and she had me on hold for over 20 mins. Refused to refund my account although it's inactive. I can't log in unless I activate it. She didn't even cancel the account as she kept telling me she couldn't. I am headed towards another billing cycle and she refused to stop the service before I am billed again.

  Business Response

  Date: 04/14/2024

  Hi *****,
  
  I'm really sorry to hear about the frustrating experience you've had with Docusign's billing service. It's disappointing that support wasn't able to provide the assistance you needed and kept you on hold for such a long time.
  
  It's definitely important to ensure that you're not being charged for a service you're not using. I can confirm to you now that we have successfully processed the refund for your account and closed it as per your request. The refund for $210 has been issued back to your payment method, and you should see the amount reflected in your account shortly.I hope this resolves your concerns. Please let us know if you have any concerns or questions.
  
  Best regards.
  
  Docusign ****************

• Initial Complaint

  Date:04/11/2024

  Type:Order 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 was wrongly charged monthly for a service that I already had through my *********** Brokerage OnPath Realty. somehow 2 profiles were created and when I attempted to send out an envelope I was given a hard stop and had to upgrade my plan to send out an envelope which needed to be sent that night. I attempted customer service for assistance as I did not think this was correct but kept getting rerouted and disconnected. Docusign is a great service but this monthly charge was issued in error and should be refunded to me.

  Business Response

  Date: 04/17/2024

  Hi *****, 
  
  I see where the duplicate account was located and canceled. For that duplicate account it looks like you paid a total of $70 - I will get all of that refunded to you since it was clearly in error. You should see the funds returned to your payment method on file within 3-5 business days, depending on your financial institution. 
  
  To make sure, are you now able to login and use your company account that you were trying to get into before? 
  
  Thank you, 
  *****
  
  

  Customer Answer

  Date: 04/18/2024

  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:04/04/2024

  Type:Customer Service 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 never notified of the charging per document amount or the change in pricing I have been paying 48 dollars for 2 years now you are way over charging me without notifying me of a change in pricing I will be filing a complaint against your company with the BBB and the **** I do not authorize you to continue to wrongful without authorization charge my credit card for more then the plan I signed up for! I have been trying to contact your company regarding these wrongful amounts I have been charged. You did not notify me of any price change. I signed up for a ***************************************************************** and your company will not respond I have tried to contact support 3 times I will be disputing these charges with my bank and filing a complaint with the BBB and the ****

  Business Response

  Date: 04/05/2024

  Hi ***** - 
  
  Apologies for the trouble youve had. I am unable to locate an account using your name or your provided email address of *********************. I also cannot locate an account by your provided phone number of **************. I am happy to look into this further to find out what may be going on with your account. Please provide me with the email address you use to log into DocuSign, or an account or case number, or possibly an invoice number. 
  
  Best,
  *****
  
  

• Initial Complaint

  Date:04/01/2024

  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.

  This is my second year with this service, and I have had a horrible experience. The salesperson sells you a package to receive a commission, you never receive any formal training on using their software, and when you complain, it is impossible to speak with someone. One day last month I attempted to speak with a supervisor and was hung up on twice, the friendly people I did speak with weren't able to help me, and although I put in a request to be called back by a supervisor, that never happened; however I received a notice that my case was being closed although there was no resolution. Now the company is calling to sell me another package because I was never informed that voided contracts counted as used contracts. Again, this is because I was only sold a package but never offered training. Therefore, we've voided 82 contracts! When I advised the new salesperson we were never told that, all she did was try to sell me another package for $2k after we had just paid them $1,200 less than 2 months ago.

  Business Response

  Date: 04/05/2024

  Hi ********, 
  
  Your account is governed by a contract and as such, any issues with billing or your contract must be addressed by your account team. I see your account executive has reached out via email recently. Your best course of action is to reach out to ******************************* ********************************************* or just respond to the email she sent a couple weeks ago. I will also send her a message to relay your concern. 
  
  Best regards,
  *****
  
  

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21516632
  
  I am rejecting this response because:
  In February, I spent the entire day on the phone trying to speak with someone, however, got hung up on twice, and spoke with several people whom were unable to help me. I requested a call back from a supervisor, which I never received. The only reason I was assigned an account manager was to sell me another package. When I advised her that my package still had envelopes remaining, because we'd voided some contracts out, all she did was told me voided contracts counted and attempted to sell me another package for $1800 or $2k. She didn't offer a resolution regarding the 80 plus contracts we'd paid for and thought we could void and resend. Your company offered us no formal training that taught us that voided contracts would count, therefore we didn't know. Your company's only concern is selling products and once that task is completed, it's impossible to reach anyone. If you do, they can't help, and you're unable to speak with a supervisor. My experience with this company was unreal! How could a company this large operate with such limited resources for its customers? 

   

   

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

  Business Response

  Date: 04/11/2024

  Hi ********, 
  I apologize for the issues youve been having. If you need help getting the most out of your account, you can view many how-to guides or create a case on the Docusign ************** here: 
  **************************************************************************************
  As I previously mentioned, our support team is not able to assist with contract adjustments or credits. For those issues you will need to contact your account executive. 
  If youd still like to be contacted by a support manager I will be happy to arrange that, but keep in mind they will not be able to assist with anything related to your contract. Please let me know how youd like to proceed. 
  Regards,
  *****
  
  

• Initial Complaint

  Date:03/27/2024

  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 have been receiving a charge of ***** monthly to my Pay Pal from this company and my attempts to stop it have gone ignored. I am told they cannot locate the account. The email address listed never receives a response. I have been calling for years only to be told they cannot locate an account.I filed a complaint here, only for them to say they cannot locate account and STILL charging me. One individual located something and told me they could refund half my money instead of all and then hung up when I asked to speak with manager. Case # ********. I just want my money back and this company to stop stealing from me.

  Business Response

  Date: 03/28/2024

  Hello, 

  I believe that I have located an account under an email that hasn't been discussed yet. I have created case# 13291441 and I will email the PayPal billing contact as well as the admin email address to confirm your status as the account owner. Please respond to that email to verify and I will be able to then discuss account details. 

  Best,

  **********;

• Initial Complaint

  Date:03/25/2024

  Type:Product 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.

  March 18th, 2024 I was charged $195 (3 seats), but had downgraded my plan prior to the renewal date, and received a confirmation from Docusign, that my new amount is $130 (2 seats). See the confirmation attached from Docusign that effective March 17th, 2024 I was on a 2 seat plan for $130.Docusign has since made the correction to my plan, but has refused to issue refunds on a monthly plan. This is not a refund of a plan change post-date. This is an error on Docusign's part for invoicing me for 3 seats on March 18th instead of the confirmed 2 seats. Please issue a credit to my bank for your error in the amount of $65. Not a billing credit for next month's statement, but a full refund of the $65. I have gone back and forth several times, I just want this to get resolved.

  Business Response

  Date: 03/25/2024

  Hi Amantha - 
  
  Apologies for any confusion, your case is being handled by an expert that knows to refund you the full amount of $65 (+tax, as applicable). You should have the funds available to you within ***** business days, though it should process much sooner than that as I have escalated this with our Customer Support leadership. 

  Thank you,

  **********;

  Customer Answer

  Date: 03/25/2024

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