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.

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

• 

  DocuSign, Inc.

  999 3rd Ave Seattle, WA 98104-4019

• 

  DocuSign, Inc.

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

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:06/15/2025

  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.

  My Bank Debit card was compromised in May. Docusign attempted to charge this card however, the card was canceled. I went online to cancel my Docusign account however ******************** would not allow me to cancel my account until another card replaced my canceled card. Horrible business practice.I attempted to create a ticket to receive assistance with canceling my account but the ******************** system did not allow me to create a ticket. I tried multiple times, and on multiple occasions. There is no telephone number nor an email for support. Just a system that does not work. I went online to trouble shoot but saw that other customers were experiencing the same.I changed my card to attempt to cancel but instead of cancelling, my card was charged.I want my $15.00 refunded, my account cancelled and all cards removed from the Docusign system.

  Business Response

  Date: 06/16/2025

  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:06/01/2025

  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 am writing to formally request a refund for an unauthorized charge made to my credit card on May 14, 2025, in the amount of $409.32.I had closed my DocuSign account, and received confirmation of this closure via email on March 5, 2025. Despite this, I was charged after the account was no longer active. This charge appears to have been made in error.I have attempted to resolve this issue by calling DocuSign customer service line, but I was unable to reach a live representative.I am requesting a refund of $409.32 to the credit card that was charged. I have attached the account closure confirmation email for your reference as well as credit card statement.

  Business Response

  Date: 06/02/2025

  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 logged this case ******** with our support team in March this year and you were provided the confirmation that account had been already closed. I have reopened the support case ******** and escalated this support case internally. Support will investigate to find out why your account was charged again for renewal. It seems like a system glitch on our end but support will investigate and confirm it ASAP. If there is any applicable refund support 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.
  
  We sincerely regret any frustration or inconvenience this situation may have caused. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************

• Initial Complaint

  Date:05/31/2025

  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.

  An online signing program called Docusign provided their online service to me for several years. I ordered the service based on an annual payment and annual subscription. I did not agree to auto renew the subscription automatically, especially without any notice or reminder of upcoming payments, and also without any receipts provided. This company provided no notice of upcoming payments or renewals to me. While I was still using the program, I would notice after the fact, that they charged me automatically without notifying me. I would only see the transaction on my credit card statement. I should have investigated but as I was busy using this program for my work, I got distracted and didn't follow up. I now have not used the program for several months and of course was no longer thinking about this program. Once again, I checked my credit card statement and saw they had charged me $250.80. I contacted them immediately and requested cancellation and refund. They refused to provide me a refund even though I no longer need the program and again I hadn't used it for months. Why would they insist on keeping my money for an annual subscription for the next year, that i won't be using? I have read many other online complaints about this same issue with this company not being transparent, and not providing notice of upcoming changes nor receipts. I also tried to remove my credit card information from their website and they would not allow me to delete it, even after cancelling the subscription.

  Business Response

  Date: 06/01/2025

  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 details internally. I can see that you are already actively working with our support team in case# ********. I have escalated this support case internally to expedite it. Please be rest assured we are here to help, and we will follow up with you from the support case as soon as we have an update.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23400676
  
  I am rejecting this response because: Docusign still has not cancelled the charge and processed the refund.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/03/2025

  Hi *****,
  
  I can confirm that refund for $240.00 USD for invoice (INV56796155) has been already processed from our end today. You should see this in your bank account in ***** business days. Hope it resolves the issue.

  Sincerely,
  
  DocuSign Customer Service

   

   

  Customer Answer

  Date: 06/08/2025

   
  Complaint: 23400676
  
  I am rejecting this response because: Once the credit is received, this case can be closed. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/29/2025

  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 was recent charged $600 for a two seat DocuSign account when I only have one seat. In addition, I never authorized an annual reoccurring payment to their company! I reached out to the company directly a few times to try to resolve the matter directly with them, but they insist they cannot refund me but can only reply to a credit. I explained to them that they should not have never drafted any form of annual payment and as a result they are making it seem as if it is all my fault. They never should have drafted and did not even give any kind of advanced notice.

  Business Response

  Date: 06/01/2025

  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 details internally. I can see that you are already actively working with our support team in case# ********. I have escalated this support case internally to expedite it. Please be rest assured we are here to help, and we will follow up with you from the support case as soon as we have an update.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23394736
  
  I am rejecting this response because it does not include a resolution to the complaint filed. 
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 06/02/2025

  Hi ***,
  
  Thank you for your update. I checked the latest update in the support case ******** that you have open with us for this same issue. It seems support has already changed your plan from Standard Annual to Standard Monthly and reduced the seats to one. However, in order to proceed with the refund on our end, we will need confirmation from you that you have cancelled the dispute with your bank, as this may result in a double refund.  Please reply back to the support's email with your confirmation and support can process the refund for you. 
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23394736
  
  I am rejecting this response because: I recently asked to cancel both seats due to and receive a full refund due to the lack and effective communication of customer service by ********************** including the unauthorized draft. At this point my request is for a full refund in the amount of $600.  
  
  Sincerely,
  
  *** *****

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23394736
  
  I am rejecting this response because:

  Complaint: 23394736
  
  I am rejecting this response because: I recently asked to cancel both seats due to and receive a full refund due to the lack and effective communication of customer service by ********************** including the unauthorized draft. At this point my request is for a full refund in the amount of $600.  
  
  Sincerely,
  
  *** *****

  
  
  

  Business Response

  Date: 06/03/2025

  Hi ***,

  please be advised that account number ************ is your only web account on which you have been charged $600.00. We can process a refund for this amount once we have written confirmation from you that you have cancelled the dispute with the bank, and we'll verify it with the chargeback team to proceed. We need written confirmation from you that you have cancelled the dispute with your bank, as this may result in a double refund. Please provide the confirmation back by replying to support's email from the case 15342366 that was sent to you yesterday. Once we get your written confirmation we will promptly process the refund for you. Hope it helps.

  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign Customer Service

• Initial Complaint

  Date:05/27/2025

  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.

  Been with DocuSign for 6+ years.DocuSign Tech Support changed drastically.Just had major issues with DocuSign so I called Tech Support that no longer ************ Tech Support has taken three weeks and transferred me to three different people and the issue is still not been resolved

  Business Response

  Date: 05/27/2025

  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 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 ****************

• Initial Complaint

  Date:05/24/2025

  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.

  **** of their sneaky marketing tactics I inadvertently signed up for a service. Then after painstakingly getting them to cancel the subscription, they illegally kept my credit card data (don't allow customers to remove it). then they continued to charge my card the next month. *BEST PART* I'm a "free account" user so I can't even open a case! they reserve that for paying customers (even tho they fraudulently took your money). I've made 6 different attempts to contact this company and they refuse to respond other than saying to open a case (which they willfully removed the feature on) . I've had to freeze my credit card and launch a fraud claim with **** due to their Extremely fraudulent behavior. No wonder they are not accredited. This is what they make their own customers go thru to be treated with any ethical integrity.

  Business Response

  Date: 05/26/2025

  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 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 Answer

  Date: 05/26/2025

   
  Complaint: 23372945
  
  The account is under the same name but under ************************************************
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/27/2025

  Dear ******,
  
  Thank you for your providing the correct email address associated with your account. I reviewed your account details internally. I can see that you had logged case ******** to cancel subscription immediately in April'25. Support downgraded the account to free and also provided a refund for CAD(57.00) for invoice INV56422983 for April month. It seems you have been charged again in May month, Invoice INV57131782 for CAD(57.00). 
  
  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.
  
  We sincerely regret any frustration or inconvenience this situation may have caused. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************

  Customer Answer

  Date: 05/31/2025

  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:05/22/2025

  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 am submitting this complaint regarding an ongoing issue with DocuSign that has persisted for nearly a year. Despite repeated requests, DocuSign has continuously overcharged me for three user licenses that are not in use. The amount in question totals approximately $4,680 in losses due to their refusal or failure to take appropriate action to resolve this matter.Over the course of the past year, I have reached out to DocuSigns support team multiple times, asking for the removal of these inactive users from my account. Instead of resolving the issue, I was sent a generic link with instructions on how to remove users myself. Unfortunately, the link they provided does not work, and the process outlined is either outdated or broken. I informed DocuSign that the instructions were ineffective, and yet no one has taken ownership or followed through on resolving the issue.Every subsequent time Ive contacted them, Ive been told by various representatives that they do not have permission to remove users or process account adjustments. This has become a never-ending loop of deflection and inaction, where each support agent passes the responsibility to someone else, and nothing ever gets ******* is beyond frustrating to be continuously billed for a service I am not using, especially after making good-faith efforts to resolve the issue through their own customer support channels. Ive acted in good faith by reporting the problem, following their instructions, and communicating clearly. DocuSign has not upheld its responsibility to correct inaccurate billing or provide meaningful ********** this point, I am seeking immediate action to remove the three unused users from my account, issue a full refund of $4,680 for the charges accumulated due to their negligence, and ensure that no further unauthorized charges are applied.

  Business Response

  Date: 05/23/2025

  Hello *****,
  
  Thank you for raising this issue to Docusign customer support through **********************.

  We couldn't find any customer support cases, contacts, or ******************** accounts associated with the email address linked to this complaint "**********************************".

  To investigate your issue further we need a reference to any of the case(s) you previously had, or still working through with the Docusign customer support team, your ******************** account Id, or the email address you use to login to your Docusign account. Unfortunately, without this information we cannot help you further.

  Looking forward to your response.

  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:05/22/2025

  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.

  A former employee of our company, *************************, created a personal DocuSign account using our company credit card. That employee (***** *******) has not been employed by our company since March 2023, and her associated email has been permanently deactivated.We submitted written cancellation of the account in November 2024, clearly notifying DocuSign that she no longer had authorization to use our companys funds. Despite that, DocuSign charged our credit card $2,400 in April 2025 to renew the account.We have repeatedly contacted DocuSign Support for over two years. Every time, they state that only the original account holder (the former employee) can cancel the accountdespite us being the business that paid for it and owns the card. We have no access to the account or the email tied to it.We have also attempted to contact escalation and legal teams via official DocuSign email addresses. All bounced back or responded with auto-replies.This is a clear case of unauthorized billing, and we are requesting:Immediate cancellation of the account tied to the former employee A full refund of $2,400 charged in April 2025 We are a small business that should not be charged for an account we neither authorized nor control.

  Business Response

  Date: 05/23/2025

  Hello *****,
  
  Thank you for raising this issue to Docusign customer support through **********************.
  
  Upon investigating your account internally, we found the customer support case which your Renewal Specialist created on your behalf on May 14th, 2025, asking to cancel the subscription on account ************ and to issue a refund of $2,400 pertaining to invoice# INV56473982 for the Docusign plan subscription renewal on April 15th, 2025.
  
  Jobelle from the Docusign customer support team has been assisting you on case# ********, however as the matter remains unresolved I asked a billing subject matter expert to take over and investigate how we could help you resolve this issue.
  
  Please expect to hear back from a billing expert soon. In the meantime, if you have further inquiries I highly suggest that you work with Docusign customer support directly through the case.
  
  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:05/15/2025

  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.

  The DocuSign product I use for file storage (Workspaces) is malfunctioning on their site. I contacted DocuSign on April 24, 2025 to find out what the problem was. My case # is ********. There have been about 28 email exchanges with at least two HAR "appointments" set to discuss the issue with a tech. No one called at the appointed times. The email responses have been runarounds with "solutions" that don't apply to my concerns. I can only assume they are deliberately ignoring the problem. There is no phone number I can call...only email exchanges and most responses come over night. I need to have access to my documents so I can print out and upload documents within Workspaces. The solution might be simple or it may take the techs a while to figure it out. Regardless, I do not understand why this company won't allow someone to help a paying customer. I would appreciate assistance and, perhaps, an explanation as to why I've been given the runaround. Maybe in helping me, other DocuSign customers with the same issue will be helped as well. I would like to be contacted by a qualified tech who can work with me through my computer ASAP. If it helps, the error message I get when trying to log in is: "An error has occurred. Please contact support." Thank you.

  Business Response

  Date: 05/15/2025

  Hello ******,

  We have reviewed this case and want to apologize for the length of time it has taken to get your case to this point. However we can report that this case is being reviewed by some of the senior support **** now and they are trying to find a solution as to why this feature would be working on one of your devices and not the other since they are part of the same account. We are sorry to have to ask this but please allow us a bit more time to review this feature in more detail to see if our engineering team is able to determine why this may be occuring for you. We will contact you through your open support case as soon as we have a solution available for this issue. We appreciate your continued patience on this matter.

  Docusign Customer Experience Team 

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23334937
  
  I am rejecting this response because:  The complaint needs to remain open until a satisfactory resolution is reached. This is the same type of response I've been receiving for three weeks...just something to placate me. Yes, after I filed this complaint, someone did contact me. It is unfortunate I had to file a complaint to get action, but at least I hope someone is now working on my behalf. Until I get a resolution, I consider this complaint still open so others might benefit from my experience with the DocuSign support system by reading the updates.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/21/2025

  Hello Violet,

  We have escalated your support case (********) to one of our Technical Support Engineers and they are working directly with the product engineering team to help resolve this issue for you. Thank you again for sharing the *** files and meeting with our support engineer to provide the screenshare evidence we needed to proceed with this investigation. The product engineering team has a separate case open as well (DTRTRI-1245) and is working in conjunction with the Technical Support Engineer that you have been speaking with. We appreciate your patience as we work with you to rectify this issue.

  Customer Answer

  Date: 05/21/2025

  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.  It is unfortunate that it took about a month of back and forth, wasted emails and a BBB complaint to get any action. Even though I had requested the *** weeks ago, I was ignored. Once my BBB complaint was filed, an engineer finally requested a *** and, miraculously, a solution was found in just a few days. I understand that systems can go down and fixes can't happen in a day. But, to be strung along for no reason is unacceptable. I would hope that when the next problem occurs for me, or any other customer you have, you will be more proactive in solving the issue. My thanks to the engineer(s) who assisted with the fix.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/14/2025

  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.

  Date of transaction: 04/06/2025 Amount paid to this business: $120.00 Business committed to provide: 12-months of online access to e-signing documents I send/receive Nature of dispute: just need DocuSign Tech Support to change the login e-mail address to ********************************************************** since this is my "business bank account" (**********************) that paid for the access (business credit card ending in ** 0463).Tried to resolve the problem more than 5 times- they do not allow a "phone numbers support" for this type of request. They ONLY allow "phone calls" for new purchases. Their online support just sends you in an endless loop with no resolution.DocuSign's attempts resolve the problem: Yes but each time they just e-mail instructions that only link back to the online instructions that do not work, which does not resolve the problem that e-mail address must be changed.

  Business Response

  Date: 05/15/2025

  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 May 13th through a webform asking to change the email address on you Personal - Annual account to your current email address **********************************************************.
  
  ******* from the Docusign customer support team has been assisting you on case# ********, however as the matter remains unresolved I asked a billing subject matter expert to take over and investigate how we could help you resolve this issue.
  
  Please expect to hear back from a billing expert soon. In the meantime, if you have further inquiries I highly suggest that you work with Docusign customer support directly through the case.
  
  Best Regards,
  Docusign Customer Support