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:02/20/2024

  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.

  The yearly billing states $120/year. They take my credit card and charge me $228.53, the proceed to tell me this is a new rate. When I ask why my bill says $120.00 no one can answer. I called several times, asked for a supervisor, none of which are available ever, and never call me. Then I email and they just say nothing. Do not explain why my bill is one amount and they charge me another amount. Very unethical and refuse to do anything. If I cancel I will lose my data in files so they do not care.

  Business Response

  Date: 02/20/2024

  Hi *****,
  
  I'm truly sorry to hear about your frustrating experience with your billing. It's completely reasonable to expect transparency and clarity when it comes to billing, and I empathize with your frustration at not receiving a satisfactory explanation despite your efforts to reach out multiple times.
  
  I checked and noticed that you have been working with our support team through case ******** and ******** (Closed as duplicate of case ********). First let me apologize for a support manager not calling you as was promised in the case ******** and I have already passed on your feedback to the support manager.  
  
  I checked your account account history as well and it seems support was right when they told you that the 120 dollars that were billed to your account in the past was the old price of your DocuSign account plan for realtors. The price of the plan may increase year by year, and that is what you agree on as per the DocuSign terms and conditions described here in "******************************************************************************17adno4*_gcl_au*NzU0NjAxMTg0LjE3MDg0ODQ3NDI.*_ga*MjAzOTg2MzYyMC4xNzA4NDg0NzQy*_ga_1TZ7S9D6BQ*MTcwODQ4ODI4OS4yLjEuMTcwODQ4ODM2NS40OC4wLjA.&_ga=2.17392958.626457930.1708484742-2039863620.1708484742".
  
  On checking your payment history I can see that the prices have been going up annually since ************************************************************* past you had paid following amounts for your plan renewal -
  
  $120.00
  1/10/2018
  
  $138.00
  1/10/2019
  
  $158.70
  1/10/2020
  
  $158.70
  1/10/2021
  
  $158.70
  1/10/2022
  
  $190.44
  1/11/2023
  
  $228.53
  1/29/2024
  
  So $228.53 you paid this time is the current price of your plan and you have not been overcharged.
  
  I hope it clarifies. If there's anything else I can assist you with, please don't hesitate to let me know.
  
  Thanks.
  
  DocuSign ****************

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21320606
  
  I am rejecting this response because:  It states right on my account the bill is $120/year.  No where does it state this is an old amount, why is it even on my account if it is not the correct billing amount?  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/22/2024

  Hi *****,

  Thanks for your response. 

  Our Billing team has clarified that the information on the Plan and Billing page does not update the new pricing.

  This is a known issue that engineering is aware of and has stated that they will not fix it as they intend to eventually replace the entire page with a new interface in near future. As such, the customer needs to get their current information from the invoice, not the billing page. Hope it clarifies.

  I want to apologize for the confusion on behalf of DocuSign. Please let me know if you have any further questions. 

  Thanks.

  DocuSign Customer Service

• Initial Complaint

  Date:02/14/2024

  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.

  On 02/13/2024 I needed to electronically sign a document .I found DocuSign and they posted information about a 30 day feee trial. During the process I found that I was required to purchase a program. I found the cheapest plan they had was for $10 a month. Figuring I needed one document I would pay $10 and then cancel after I was done. I completed my process and when I looked at the email invoice to cancel the subscription I discovered that I was billed $120 for 1 year. I reached out to the company and told them about the problem. They responded that this was my own fault and showed me the fine print that stated this was a 1 year plan. They refused to make this right. There are other services out there that do not pull the bait and switch (twice in my case)

  Business Response

  Date: 02/14/2024

  Hi ***,
  
  I'm sorry to hear about the frustrating experience you've been having regarding your DocuSign subscription. I will be more than happy to look into this issue in more detail and help out in anyway I can. I tried to find your DocuSign account based on your email address ************************ but I couldn't find anything in our system. It seems you may have registered with a different email account. Can you please share your DocuSign account number or the email address associated with your account so I can investigate it further. Please refer to following article which may help -
  
  *****************************************************************************************************************************
  
  Please let me know if you have any questions.
  
  Thanks.
  
  DocuSign Customer Service 

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21294001
  
  ****************************
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/18/2024

  Hi ***,
  
  Thanks for providing the email details. I was able to find your account in our system. It seems you only signed up for this account on 02/13/2024 so you are still within the 30-day window to request a refund. If you cancel your DocuSign account before 30 days pass, you may request a refund for the full purchase price by contacting Support. This Risk-Free offer is available one-time only to any person or entity.  Note: The 30-day refund request window applies to annual plans only. Month-to-month plans are not eligible for refunds. I see that you have already created a support case for it in case ********. I have requested them to process a refund for you. They would ask you to provide a written consent by replying back in the support case to process your refund without that consent they will not be able to process the refund.
  
  Once again sorry for the confusion and any inconvenience caused. Hope that you will continue to be a valued DocuSign customer in future.
  
  Please let me know if you have any questions.
  
  Thanks.

  
  DocuSign Customer Service 

• Initial Complaint

  Date:02/09/2024

  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 July 25, 2023, HR CORP Servios Conexos Ltda. formally requested the cancellation of its online subscription service with DOCUSIGN ****** due to a significant service interruption in early July lasting nearly ten days, causing substantial inconvenience.HR CORP, a tax consultancy in ******, specializing in structuring judicial demands for the reversal of undue taxes, faced delays in essential hiring processes due to this interruption. This delay jeopardized our representation of clients before the ************** potentially causing financial losses in the millions for our clients and, by extension, our company.The service interruption was attributed to an unpaid monthly fee of 250 Reais ($50.00) by our administrative department, which upon notification immediately settled the outstanding payment and submitted proof. Contrary to our expectations, the platform remained inaccessible for nearly ten days post-communication. DOCUSIGN ******'s administration cited delays in payment confirmation by their external billing provider, a process typically instantaneous within ********* banking systems, as the cause.Faced with the imminent risk of client loss and potential legal repercussions, we opted to terminate our contract with DOCUSIGN ******, seeking a more reliable service provider. Despite promptly notifying DOCUSIGN ****** of our decision via email, we received no acknowledgment and they keep sending us monthly invoices. The continued billing for a canceled service, coupled with threats of negatively impacting our credit scorea critical factor for participating in competitive bidscan be very harmful.As a founding partner of HR CORP, currently residing in the ***, I urge the company's headquarters to address this matter with its ********* subsidiary promptly. Our goal is to halt the unwarranted charges and prevent any adverse effects on our credit score. Failure to resolve this issue may compel us to seek judicial recourse in both jurisdictions.

  Business Response

  Date: 02/18/2024

  Hello *******,

  Thank you for reporting this issue to us. We are conducting an internal investigation into this matter and will follow up with you by this week.

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21271482
  
  Please find attached the latest invoices. Don't know the reason, but invoices are always sent in pairs. One of R$ ****** and other of R$ 22.73.

  Looking forward to hearing from you soon.

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

  Business Response

  Date: 02/23/2024

  Hi *******,

  Thank you for your patience while we conducted the investigation.
  
  As you are aware, your account was temporarily suspended due to past due monthly payments. Upon reviewing the account history, it appears there were delays in reactivating the account following the suspension. We understand this has caused frustration and inconvenience, and we sincerely apologize for any inconvenience this may have caused.
  
  However, we would like to clarify that the delays in reactivating your account were primarily due to partial payments being made, compounded by a weekend in between, which impacted the processing time required to reinstate the account fully. Once the remaining balance was received, the account suspension was lifted within 24 business hours.
  
  Also, according to the T&C outlined in your contract, it cannot be terminated prematurely due to the account suspension caused by overdue payments. The service discontinuity experienced was a result of partial payments made, which affected the timely reinstatement of your account.
  

  Please let us know if you have any further questions, or contact our Collections team at *************************************************** to resolve this matter. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21271482
  
  I am rejecting this response once again in response to your recent communication regarding the temporary suspension of our account due to past due payments and the subsequent delays in reactivating our service. While I appreciate your efforts to explain the situation from your perspective, I must firmly reiterate the position of HR CORP Servios Conexos Ltda. regarding this matter.

  As previously communicated on July 25, 2023, we formally requested the cancellation of our subscription service with DOCUSIGN ******. This decision was not made lightly but was a direct consequence of a significant service interruption that lasted several days in early July. This interruption severely impacted our operations, delaying critical hiring processes and jeopardizing our representation of clients, potentially leading to substantial financial losses.

  It is important to clarify that we dispute the characterization of the service interruption as a short-term issue resolved within 24 business hours of payment. The reality we experienced was a prolonged inability to access the services we depended on, despite immediate settlement of the outstanding payment and submission of proof thereof. Since our formal request for cancellation, we have not utilized your services, operating under the belief that our contract was effectively terminated as of July 25, 2023.

  The ongoing billing and threats of negatively impacting our credit score are not only unwarranted but also unacceptable, given our clear communication regarding the termination of our service agreement. The lack of acknowledgment of our cancellation request and the continuation of these charges constitute a serious concern for us. Therefore, we once again request the immediate termination of our agreement with DOCUSIGN ******. We expect a prompt cessation of all billing from the date of our initial cancellation request and a formal acknowledgment of this termination. Additionally, we seek assurance that no adverse actions will be taken against our credit score as a result of this dispute.

  We hope to resolve this matter amicably and without further delay. However, should we fail to find a satisfactory resolution, we are prepared to explore all necessary legal avenues to protect our interests.
  Please consider this matter with the urgency and seriousness it warrants. I look forward to your prompt response and a resolution to this issue.

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

• Initial Complaint

  Date:02/07/2024

  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 am being charged for a subscription that I have been trying to reach-out to the company to about. They have given me every excuse: they cannot locate the account, hangs up on me or tell me they will contact me back. They offer me a refund back of 1 month each time and tell me that is all they can do and when I do not accept they hangup the phone. I have asked for a manager repeatedly and I am always hung-up on.

  Business Response

  Date: 02/08/2024

  Hi *******,
  
  I'm sorry to hear about the frustrating experience you've been having regarding your subscription charges. I will be more than happy to look into this issue in more detail and help out in anyway I can. I tried to find your DocuSign account based on your email address ************************** but I couldn't find anything in our system. It seems you may have registered with a different email account. Can you please share your DocuSign account number or the email address associated with your account so I can investigate it further. Please refer to following article which may help -
  
  *****************************************************************************************************************************
  
  Please let me know if you have any questions.
  
  Thanks.
  
  DocuSign Customer Service 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21262476
  
  I am rejecting this response because: They requested more information no solution yet. I have never used the account. I called bank and it is being billed through Pay Pal Account. Email for Pay Pal is ************************** I last asked to speak with manager and was told they would refund 1 year but this has been ongoing for 2 years. Please help because they hung up after I insisted to speak with manager.
  
  Sincerely,
  
  Tequila *****

  Business Response

  Date: 02/11/2024

  Hi Tequila,
  
  I tried to find your DocuSign account based on your Paypal email *************************** but I still couldn't find anything in our system. It seems you may have registered with a different email account. Can you please share your DocuSign account number or the email address associated with your account so I can investigate it further. Please refer to following article which may help -
  
  *****************************************************************************************************************************
  
  Please let me know if you have any questions.
  
  Thanks.
  
  DocuSign Customer Service 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21262476
  
  I am rejecting this response because:
  I needed to provide more info. I am unsure either but I have given emails and a two reps were able to locate. One of the attachments has case # that helped the 2nd agent to locate. They just do not want to refund me when I have been trying to help you all locate the account because it is paid through Pay Pal. This has been ongoing for almost 2 years. I have a Work DocuSign so I would not need this one. Hope this helps locate I just want this over with and my money back.

  
  Sincerely,
  
  Tequila Grace

• Initial Complaint

  Date:02/06/2024

  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 signed up with Docusign on an annual standard plan.At the time, Docusign were advertising "unlimited envelopes"I signed up on this basis as I was unsure how many envelopes my business would need. I estimated that about 500 documents per annum would be required.Recently I've received notification that we are over our 100 envelope limit.I contacted support - Case ID ******** and requested them to update their records to show ************* envelopes.They have responded by saying that we only ever had 100 envelopes and they will not correct the account to show unlimited.

  Business Response

  Date: 02/08/2024

  Dear *****,
  
  Thank you for bringing this matter to our attention. We understand your frustration regarding the recently advertised "unlimited envelopes" plans and the notification of exceeding the 100-envelope limit for your account.
  
  We apologize for any confusion or inconvenience this situation has caused you. Our intention is always to provide clear and accurate information to our valued customers.
  
  Upon reviewing your case (ID: *********, we recognize that there seems to be a misunderstanding. The recent promotion of "Unlimited Envelopes" on "Standard Plan" was a limited time offer for new customers only and the promotion has already ended. After checking internally with our Billing team we can confirm that this offer was not applicable when you signed up for the plan in October'23. You are on a standard annual plan which has a limit of 100 envelopes per user per year. We sincerely apologize if there was any confusion regarding the terms of your plan. We strive to ensure transparency in our offerings and want to rectify any discrepancies promptly.
  
  Please feel free to reach out to us if you have any further questions or concerns. We value your feedback and remain committed to providing excellent service to our customers.
  
  Thank you for choosing DocuSign.
  
  Sincerely,
  
  DocuSign Customer Service 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21256641
  
  I am rejecting this response because:

  When I signed up, I signed up under ************* promotion.

  There are no circumstances under which I would accept a 100 envelope limit per year as this is wildly insufficient for my business.

  They have made an error when setting up the account and need to honor what I signed up for.

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

  Business Response

  Date: 02/11/2024

  Dear *****,
  
  Thank you for feedback. We understand your frustration regarding the 100-envelope limit for your account.
  
  As we have informed you before that we have checked with our Billing team and they have confirmed that promotion of "Unlimited Envelopes" on "Standard Plan" was a very recent limited time offer for new customers only and the promotion has already ended on 02/09/2024. There was no such promotion applicable at the time when you signed up for DocuSign on 10/03/2023, therefore ************* envelops are not available for your account. 
  
  You are on a standard annual plan which has a limit of 100 envelopes per user per year. We sincerely apologize if there was any confusion regarding the terms of your plan. 
  
  Please feel free to reach out to us if you have any further questions or concerns. 
  
  Thank you for choosing DocuSign.
  
  Sincerely,
  
  DocuSign Customer Service 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21256641
  
  I am rejecting this response because: The promotion was absolutely available when we signed up.

  I signed up for an unlimited plan a that was suitable for my business.

  There are no circumstances where a 100 envelope limit would have been acceptable to us.
  We started trading properly in November/December. We have used 100 envelopes in just under 3 months.

  I never would have signed up if there was a 100 envelope limit. I signed up because it was advertised as unlimited.

  You have falsely advertised and will not honor what you have advertised.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:01/26/2024

  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.

  Date of DocuSign unauthorized $480.00 Transaction: Jan. 26, ********************************************************************************************* the amount of $480.This transaction was not authorized.I've tried to contact a live person to no avail and the line was disconnected several times as I pressed the appropriate ext for billing issues.There was a previous dispute on Jan. 26, 2023, case number ******** for which our nonprofit business was refunded, that too was an unauthorized withdrawal.

  Business Response

  Date: 01/30/2024

  ***************, 
  

  Weve reviewed the previous case ******** and your request was to only reduce the additional 2 seats and not to cancel the subscription. After closing the additional seats we had refunded the prorated amount in Feb 2023. 
  

  As your subscription is still active, you were charged for the following year on Jan 26th, ****. Since youve now requested to cancel your subscription in the new support case ********, weve submitted a refund/cancellation request and the amount will be credited to your bank within ***** business days. Please reply directly to the support case or let us know if you have any further questions.
  

  Best,
  DocuSign Customer Service. 
  

  
  

  Customer Answer

  Date: 01/30/2024

  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. Based on my communication with a DocSign representative on Jan. 29, our organization will be refunded $480 for the unauthorized withdrawal.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/24/2024

  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.

  My DocuSign service renews annually and renewed 08/31/2024 for $1601.95. I was approached about upgrading my plan because I had used 349 of the 400-envelope limit. I was quoted a new rate for an unlimited plan upgrade and assumed I would be paying the difference in plan prices for a total of $2127.15. Well, it turned out they charged the $2127.15 for another annual plan in addition to the $1601.96 that I had already paid in September for a total of $3729.10. Had I been aware that this would be treated as a separate purchase and not an upgrade I would never have agreed to this but just paid any overage fees if I went over the 400 envelopes.I was just informed by ***************** that there will be no prorated refund for the $1601.96 I had paid.Apparently, I cannot trust the reps at Docusign to be transparent with their upgrade policy.

  Business Response

  Date: 01/25/2024

  Hello,

  Please note that this inquiry is already being tracked via DocuSign support case# 12973852, where DocuSign Support and Account teams are engaged and looking into your request.

  Kindly contact the Account team for updates on the progress of your inquiry and for any additional questions. Thanks!

  Regards,
  ***********************;| Senior Support Escalations Manager | DocuSign

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21194928
  
  I am rejecting this response because:  My first request was January 2nd, **** and they keep saying they have somone working this.  They have also said there would be no prorated refund.  After my filing the compaint with the BBB and within ********************************************** back on the original plan I had already paid $1601.96 for  and to cancel the upgrade, and to refund the $2127.15.  As you can see on Docusigns own web site they give a 30-day window to request a refund   at *************************************************************************************************************************;

  It says 

  "30-day window to request a refund

   If you cancel your DocuSign account per the Terms and Conditions before 30 days pass, you may request a refund for the full purchase price by contacting Support. This Risk-Free offer is available one-time only to any person or entity.  Note: The 30-day refund request window applies to annual plans only. Month-to-month plans are not eligible for refunds."

  My previous plan with DocuSign cost $1435.20 a year or $1,601.95 after taxes and fees per year. that is about $133.49 per month with taxes and fees.  My plan was renewed on August 30th,2023.  August 31st, 2023, I was charged $1601.95 for the renewal. When I requested to upgrade my plan which was made clear in my email Sent December 28th 2023, when I said Lets go ahead and upgrade the ******************** only.  I did not request to purchase a new plan but to upgrade my existing plan. I upgraded my plan December 29th, 2023.  The rate on the plan upgrade is $2001 a year or $2127.15 a year after taxes and fees, that is about $177.27 per month with taxes and fees.

  I was on my prior plan for 4 months prior to the upgrade.  Since you started the upgrade agreement with a fresh 12 months on the upgrade, 12 months plus 4 months is a total of 16 months.   At the rate of $177.27 per month for 16 months that would be a total of $2836.32.  Between the original pan charge on 08/31/2023 of $1601.95 and the upgrade charge on 12-30-2023 of $2127.15 you have charged a total of $3729.10.  $3729.10 divided by 16 months is about $233.06 per month so you are overcharging me $55.59 per month because I upgraded. 
  If you take $3729.10 you charged and subtract the $2836.32 you should have charged in total, you are overcharging me by $892.78.
  

  I will only accept one of two options. 

  Option 1 cancel the upgrade and return me to my original plan I already paid for and refund the $2127.15 paid on 12-30-****. I have sent 4 written notices within 30 days of the signed agreement of the upgrade with this request.

  Option 2 Keep me on the upgraded plan but refund me $892.78 so that I am only paying the total of $2836.32 with taxes and fees or about $177.27 month with taxes and fees I should be paying for the upgraded service.

  Business Response

  Date: 01/26/2024

  Hello,

  Thank you for providing additional information. I see that you've already replied to DocuSign Support with the same details and your response has been recorded in support case# 12973852. Please note that your complaint has already been raised to DocuSign Support, Finance and Account team Leadership to investigate and find a way forward. You will be kept informed with the progress via your open case# 12973852. In the meantime, if you have any further questions, or if you want to share further details please reply back to DocuSign Support via email, add a case comment, or reach out to your Account team.

  We are closely monitoring the progress via support case# 12973852 and will make sure that the investigation and decision making process doesn't lose traction.

  Regards,
  ***********************;| Senior Support Escalations Manager | DocuSign
  

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21194928
  
  I am rejecting this response because:

  I responded to their email with this and have yet to recieve an answer.

  Please confirm that you will also be refunding the $2127.15 since that was not included in your email. Also please confirm that I will not be asked to pay anything beyond the $1601.95 that I have already paid when you restore the original contract.

  Their email said

  Hello ****,
  My name is *************************** and I am one of the AVPs here at DocuSign. We received approval to reinstate your last agreement with 400 envelopes and we will cancel your current unlimited plan. We are putting together an order form and will have this to you later this morning. I will keep you updated on the next steps in our process.
  Thank you,
  ********

   

   

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

  Business Response

  Date: 02/01/2024

  Hi ****,

  We are continuously monitoring the progress of your DocuSign support case# 12973852 and after your last comment on January 29th we reached out to ***************************, the Commercial Sales Area Vice President, to confirm that she's aware of your reach out.

  ******** confirmed yesterday (January 31st) that she had already been in contact with you. I understand that ******** sent you the necessary documents to sign and you replied back to her on January 29th confirming that your attorney checked the documents and reassured that everything checks out. You should watch for a credit back to your card.

  If there's anything I'm missing, or in case you have further questions please let me know.

  Regards,
  ***********************;| Senior Support Escalations Manager | DocuSign

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21194928
  
  I am rejecting this response because:

  Still waiting for the $2127.15 to be credited back to the credit card.  Once that is credited I will consider this resolved.

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

• Initial Complaint

  Date:01/23/2024

  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.

  We have had an account with ******************** for several years and upon the last renewal, we have opted not to renew our contract.Contrary to their online claims, they want to close the account and deny us access of our data, instead of allowing us to downgrade to a free or even nominally paid account, to enable us to access our essential data.

  Business Response

  Date: 01/30/2024

  Hi ******,
  

  Direct accounts are eligible to downgrade or cancel their subscription after their term has expired per our T&C (*****************************************************************). As your contract has presently expired, we can downgrade your account to a Freemium plan and you would have access to all your documents indefinitely but you wouldnt be able to send any new documents. The account will also only have only 1 active user and you would only be able to access documents accessible by this user. 
  

  Please open a support case from our support portal using these instructions and our team would be happy to assist you with this request (**************************************************************************************************************************************). Let us know if you come across any issues with opening a case or have any more questions.
  

  Best,
  DocuSign Customer Service
  

  
  

• Initial Complaint

  Date:01/18/2024

  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.

  DocuSign suspended our company's account after failing to send the proper notification about a missed bill payment. Apparently there was a system update that caused our company credit card on file to be lost. We were not made aware of this update and the process to get this corrected has been absolutely horrible. There is no one in customer service that can help. They direct you to an account manager that is unavailable. There is no way to escalate the issue and now we have several employees unable to use the service while they are at Sales Conferences. We understand that there are things that happen but to have a customer service that cannot help in anyway is beyond ridiculous. We just want to update the payment and continue services.

  Business Response

  Date: 01/28/2024

  Hello,

  Sorry to hear about your experience. Can you please share the email linked to your DocuSign account or your account number so that we can investigate the issue? Here is the link to the KB article for locating the account number for reference: *****************************************************************************************************************************

  Best,
  DocuSign Customer Service

• Initial Complaint

  Date:12/21/2023

  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 am writing to address a situation where unauthorized charges were made on my account on the 6th of December 2023, a total of 106$ was deducted from my account. I am not conducting any business with the organization at the moment. They have not reached out to me saying why the amount was deducted and Id like a refund.

  Business Response

  Date: 12/21/2023

  Dear *****,
  
  I hope this message finds you well. I understand the urgency and concern regarding the unauthorized charges on your account on December 6, 2023, totaling $106. I sincerely apologize for any inconvenience this may have caused you.
  
  Based on the email address *********************** in your complaint I am not able to find any related account on our side. It is possible that you have used a different email address when you created your account with **********************. Best will be if you can please send us your account number. You can find your account number using the steps in this article "*****************************************************************************************************************************". Once you are in the account page you may be able to check for yourself why you were billed for this charge using the steps provided in this article "***********************************************************************************************************************". But if you are still not clear about why you were charged then I may be able to help you further once you share your account number information with us.
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  
  DocuSign Customer Support Team