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:12/13/2023

  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.

  Docusign makes it incredibly difficult to cancel subscriptions to its service. I tried to cancel on several occasions only to get billed again. They purposely great help to the Cancel option and make you go through customer service.

  Business Response

  Date: 12/20/2023

  Hi *******,
  
  Thanks for your email. First of all let me apologize on behalf of DocuSign for difficulties you have faced in cancelling your subscription. I reviewed your request and I can see that you have been in contact with our support team through chat in case# ********. Support team has already processed your cancellation request and your Account # ************ has been downgraded to free. Hope it helps. Please let us know if you any questions or concerns and I will be glad to assist you further.
  
  Best regards.
  
  DocuSign Customer Support Team

• Initial Complaint

  Date:12/12/2023

  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.

  I signed up with DocuSign 12/12/2022 hoping to digitize a form to use in my business. I started with the free version and was told by customer service all the functions I wanted were part of a paid membership. But, NOT TO WORRY, I could cancel at anytime during my year for a refund if I was not satisfied. I signed up and spent EIGHT MONTHS trying to get this to do what I wanted. In the end, this was NOT going to work. In August 2023 I cancelled and was assured by DocuSign there was nothing further I needed to do. I did not downgrade, I CANCELLED. Fast forward to 12/10/2023 on a Sunday when I was notified that an attempt was made on my credit card for $508.80 to renew for a full paid membership to DocuSign! I was very upset, but started a chat immediately with DocuSign regarding the account so as to prevent a charge. ***** via chat assured me that this would be cancelled, and assured me that I would NOT incur the charge on my card. In writing, I told her, they do NOT have my permission to charge my card any further as I had already cancelled and DocuSign did not have authority to re-activate my account! They do not have anything in writing regarding a re-activation but yet here we are "trying" to cancel my account again. On 12/10/2023 I let ***** know I wanted a call back from a supervisor regarding this as I did not want them taking anymore money from me. After 48 hours, I still have not had a call back. What I DID receive was an email to tell me, from *****, that they took my money and charged my card $508.80, did I want it back. ARE YOU KIDDING ME. I called and spoke with *****, a manager, who said that it will now possibly take up to TWO WEEKS for them to give me my money back. This is credit card fraud. There is NO WAY it takes 2 weeks to refund this money, and I feel someone should look into anti-trust and how they are handling credit card information.

  Business Response

  Date: 12/20/2023

  Dear *******,
  
  I hope this message finds you well, and I sincerely apologize for the frustrating experience you've had with DocuSign. Your concerns are important to us, and we are committed to resolving this matter promptly. 
  
  I reviewed your account details and I was able to find the related support case ******** for this request. I can confirm that we have closed your account as per your request and a total estimated refund of ****** USD has already been processed to your AMEX card ending in **** on 12/13/2023. It may take up to ***** business days for the refund to appear in your account which is the time taken by financial institutions to process the refund request and is not in our control. Hope it helps.
  
  Once again thank you for bringing this to our attention, and I appreciate your understanding.
  
  Best regards,

  DocuSign Customer Support Team

  Customer Answer

  Date: 12/26/2023

  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:12/08/2023

  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.

  On October 30th our company was charged $956 by Docusign (a recurring billing plan that had not been charged in 3 years). We reached out and asked for refund since we are only using 1 of 3 seats (the other 2 people on the account have left the ******************************* has been very difficult to work with - there is no number to call on the website for assistance. The instruction (see below) say its self-service to change a plan but our account did not have that option. Our account also show a per seat charge of $240 (so we were overcharged for our plan)They are very difficult to get any kind of reasonable response (support ticket required creating a new account on another system). The only refund they have provide is $311 pro-rated. I reached out within 14 days of the charge and think this is completely unfair that they won't refund 2 complete seats. This is company has dishonest policies for refunds and makes it very difficult to cancel !I have now asked them to completely cancel my account and give me a complete refund since I do not want to work with them. I have not used the website since the October billing,. They are only offering me $297 rather than full refund. I would like a complete refund since I have not used software and I reached out as soon as I got my CC bill.

  Business Response

  Date: 12/13/2023

  Hi *****,

  Hope you are well. I have reviewed your request. First of all let me apologize for the difficulty you have faced with getting the refund and closing your account. I noticed that you have been working with our support team in case ******** on these issues for the past one month. It seems a refund of USD ****** was approved and processed on 18th November. Subsequent to that we have also got an approval for an additional refund of USD ****** on 9th December. This refund amount has been calculated as per the DocuSign Refund Policy which is documented in this article *********************************************************************************************************. It may take ***** business days for this additional refund to get processed. If you do not see the refund in your account within 10 to 14 business days, please contact us by providing an update in case# ******** and our support team can follow up on that. I can also confirm that your account has also been closed as per request. Hope it addresses all your concerns. Please let us know if you still have any questions or concerns.

  Thanks.

  DocuSign Customer Support Team

• Initial Complaint

  Date:11/30/2023

  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.

  Their website and billing does not show how many envelopes are provided for fee paid which is $300.00 that I paid for the year, in 2021 to current I was told it was unlimited when I signed up. Today I get a notice stating am out of envelopes (my renewal is in April) and I was told by ******* in the sales department that I have always had 100 envelops per year, I asked her how many did I send last year and she told me 200 envelops for the same price, I still have about 4.5 months left on my term and now they want me to pay more. This is not okay and they are not being transparent about their pricing. I then asked so how is someone suppose to know how many envelops they have, I was told "You have to call in" which I did when I first signed up.

  Business Response

  Date: 12/05/2023

  Hi *****,
  
  Thanks for reaching out to us. I reviewed your request. First of all let me apologise for the confusion and any inconvenience you have experienced. Our Standard plan comes with 100 Envelopes per User per Year. This is clearly documented in "DocuSign plans & pricing FAQs" section of the plans and pricing page (*********************************************************). I have attached a screenshot for your information. I can check why the envelope usage has been exhausted if you still have 4.5 months left on your plan. Please share your account ID so that I can check your account information and get back to you. Please review this article for how to find the Account number information *****************************************************************************************************************************. Please let me know if you have any questions on this.
  
  Thanks.
  
  DocuSign **************** Team 

• Initial Complaint

  Date:11/30/2023

  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.

  - In September, I was contacted about upgrading our already existing DocuSign account. After several communications, I agreed to move forward because of a discount that was offered. I signed the contract on 9/29/23.- On 9/30/23 I receive an invoice via email. I did not send a payment because we have a corporate card on file which Docusign had always charged.- On 10/11/23 I receive a past due email. I address this via email with the rep who upgraded our plan, ***************************, asking if DocuSign can just charge the card on file. He responds with "Yes it can be the same card you just simply have to update that card on file." So I went ahead and updated it that same day. - On 10/12/23 I begin receiving emails from DocuSign Collections. I address this multiple times with them and ******. I have a long email thread documenting everything, even the fact that they claim I am past due on paying the $2,499.00 invoice, yet they have charged a total of $2,821.80 from 9/28 to 10/26 (with the credit card they claim they do not have on file, mind you). - The last two email communications I have sent to both ****** and Collections (11/22 and today) have gone unanswered. I also called ****** twice this morning and the call was quickly sent to voicemail. I left him a message stating I wanted a resolution today. I have yet to hear from him.

  Business Response

  Date: 12/07/2023

  Hi *****, 

  Apologies for the experience you've had. We have connected with ****** and determined why your invoice is showing as past due even though you've already made payments from your account. ****** would be getting in touch with you and sharing the details as well as the next steps to resolve this issue. 

  Best, 
  DocuSign Customer Service

• Initial Complaint

  Date:11/25/2023

  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 express my continued concern regarding the unresolved issue with my duplicate seat cancellation and associated refund and free account re-establishment.In April 2023, I contacted DocuSign support to inquire about canceling our account and changing the card on file. I was informed that the specific DocuSign version depended on our requirements and that our current plan might be compatible with our website.In June 2023, I expressed my dissatisfaction with the compatibility issue and requested a refund for the unused seats. I was only offered a partial refund for the latest invoice and instructed to remove the extra user on my account.In September 2023, I contacted DocuSign support again, expressing my dissatisfaction with the partial refund and subsequent billing. I requested a full refund for the two unused seats in 2022 and the $964.00 debited on August 4th, 2023. My case was closed without a resolution, and I was forced to file a credit card dispute.I am deeply disappointed with the handling of this matter. I was not informed of the compatibility issue before purchasing the DocuSign Pro plan, and I was not given the option to purchase a single seat at the Pro plan fee. I am also frustrated by the lack of a full refund and the subsequent billing.I kindly request that you reopen my case and escalate it to a manager. I urge you to immediately process a full refund for the two unused seats in 2022 and the $964.00 debited on August 4th, 2023. Additionally, I request compensation for the time, effort and cost of a new tech soup license to resolve this issue Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.Sincerely,********************************* Owner

  Business Response

  Date: 11/28/2023

  To ensure that all of the information regarding this refund request is consistent I would ask that you refer to the active Support case of ******** here you can monitor the status of the refund request that was submitted by our customer support team for $457.71 USD.
  To ensure that you are able to retrieve all of the envelopes that you have created since you opened your account on 10/8/2021 I have included a list of the 341 envelopes you have created while your account has been active.
  Standard and Business Pro annual plans include an allowance of up to 100 sent envelopes per user per year.

  Kindest Regards,

  DocuSign Customer Support Team

• Initial Complaint

  Date:11/13/2023

  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.

  DocuSign has produced a system that baits people into "trying" their service with claims of being "Number 1 in electronic signatures and contracts" only to make it extremely hard to cancel when people instantly realize that they are more expensive and harder to use than many of their competitors. When it's not possible to find the process of cancellation on their website, unsuspecting victims will undoubtedly email their customer support about cancelling and that's when they start their typical email chain which first requests the following: Kindly provide the following account information for the impacted accounts in order to proceed: "Account ID number Email address Full name/Account name We will be waiting for your update. "After this information is sent, instead of cancelling, they again respond with the following request for yet more information: Hello *****, Thank you for contacting DocuSign customer support."You must reply to this email in order for us to proceed with your request, and your response will be considered your written approval before we cancel the account.Are you giving DocuSign your permission to cancel the account?Are you upgrading the account or closing it?You agree that we will be refunding the same payment method that was originally billed?Kindly provide the last 4 digits of the credit card on file:Lastly, your full billing address is:"What should've taken 10 minutes (to realize they are abusing their name and popularity) has now taken hours and days because they obviously hope that people won't follow this a-typical process for cancellation and by default, they will be able to steal monthly subscription fees while their victims focus on other more pressing business issues, or simply can't find the information they request as a part of their arduous processes for cancellation.

  Business Response

  Date: 11/13/2023

  Hello *****,

  The steps you are describing are not meant to prolong your cancelation request they are their to verify that the request is coming from the same user that opened the account. Only a user that submits a request such as this and can verify the last 4 of the credit card associated to this account will have the proper authority to make such a request. The support agent is merely following DocuSign's policies and procedures for this type of request to ensure that this request is legitimate and confirmed. If you reply to this request via the support case that was opened then they support agent will proceed with closing your account and begin the refunding process. 

  There is more information about canceling your account here on our support site - **********************************************************************************************************************

  Thank you,

  DocuSign Support

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20865191
  
  I am rejecting this response because:

  They first baited me in with a "free trial of their service" only to give me no options unless I "upgraded" which I did, only to discover that I still could not (at the $15 per month subscription) produce the document I needed. I immediately tried to cancel my subscription from inside of my account (after adding my password and getting through their security authentication). There is no easy way to cancel. This is intentional. Once you've paid them, they actively work to prevent cancellation in the hopes that consumers will let it go and they can take monthly subscription fees. 

  When I emailed their support asking them to cancel me (we are now at 45 minutes after signing up for a service that I immediately knew was a bait and switch), they emailed me and told me to provide my "account ID #, Email address, and Full Name & Account Name" claiming that's what was needed to cancel the account." I provided the requested information through email as demonstrated in exhibit 1, and do you think they cancelled me? Surprise, surprise, they didn't. They sent a second email asking for even more information, which I provided through email as demonstrated in exhibit 2. I'm still not sure they've cancelled me at this point. I still haven't received a refund. What should have been a 5 minutes cancellation with any decent ethical company took 2 days (more if you include the weekend). I have already filed a complaint with Consumer Affairs, and will be filing other complaints because I believe their practices are deceptive and predatory. 

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

  Business Response

  Date: 11/21/2023

  On November 16th our support team responded to your case and explained that the refund would be processed.

  A refund request for <<$15.00>> has been submitted since Nov. 9, 2023 to start the refund process. This amount is subject to change due to taxation or proration. This process can take 10 to 14 business days. If you do not see the refund in your account within 10 to 14 business days, please contact us and reference your case number: 12623129
  
  We hope that this will satisfy this issue and apologize for the inconvenience,

  DocuSign Customer Support

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20865191
  
  I am rejecting this response because: They are only mentioning the November 16th date that they finally cancelled me. The cancellation request was made on November 9th, an entire week earlier. They are also not mentioning that what started as a bait to "Upgrade" for $15.99 which after paying still didn't give me the ability to produce the contract I needed without another "Upgrade" for more money yet again. This is a bait and switch and refusal to cancel. It took over a week to cancel, and 2 more to get my money returned. They are practicing predatory business practices in my opinion. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/31/2023

  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 have been a customer for YEARS. In all that time NO ONE answers the phone or responds to email unless you choose the option that you are a new potential customer and you want to sign up for their services.The document signing service is great. The customer service is non-existent. It's worse than non-existent. They treat you like a criminal.I disputed a PARTIAL charge on my annually paid account, that amounted to $21 or $22 dollars and they suspended my entire account while I am in the middle of three real estate transactions.I canceled the dispute with ***************** so DocuSign has my money. Yet, DocuSign won't reinstate my account unless I pay them. AGAIN. With DocuSign INSISTING that they have refunded my money to ***************** Which **************** denies.In order to expedite things, I updated my **************** card with DocuSign. Paid DocuSign AGAIN and they acknowledge that I paid AGAIN, but they still won't reinstate my account unless I send them in writing (in addition to agreeing to whatever I agreed to when I gave them my new card number) [sic]: " I authorize DocuSign to use my card to repay the outstanding balance and future invoices".They know when they have you "over a barrel" and fully exploit you.

  Business Response

  Date: 11/08/2023

  Hi ******,

  Per our T&C, even if a partial dispute is filed, we will disable the payment method in the account, suspend it and process the refund accordingly. Our records indicate that a partial refund amount of CAD ****** (USD ******) was processed on Oct 20th to your credit card ending with ****. Once processed, it typically takes ***** business days to get reflected in your account by the bank. 

  On Oct 31st you were charged the same amount CAD ****** (USD ******) on your credit card ending with **** to reinstate your account. Presently your account is active and there are no oustanding balances. Our team will be sharing more details in the support case 12532851 regarding the refund that was processed so that you can discuss it with your credit card company.

  Please let us know if you have any further questions via the open support case. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20807039
  
  I am rejecting this response because I NEVER received a credit back. You can see on the attachments I have been charged TWICE. NO CREDIT BACK. Docusign says that even a partial dispute will suspend my service and if I dispute any amount in the future they will cancel my service permanently. So, once again, I am overpaying and they are holding me hostage as I need Docusign to conduct business.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/13/2023

  Hi ******,

  I'm attaching a screenshot of the refund that was processed by your credit card ending in ****, which was also shared in the support case. The dispute may have been cancelled by you now but the refund amount was already processed on October 20th and your credit card company hasn't credited the amount to your account. Please share this with your bank and let us know if they need more details on the refund from us. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20807039
  
  I am rejecting this response because they have never credited me one *****. There are TWO charges from docusign on my **************** account and ZERO credits or refunds.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/20/2023

  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.

  I cancelled my plan with docusign on 10/9/2023 which is one day before my annual renewal. I went through all the steps on the website and it even said I will be on a limited free account. I called ********************** after noticing the $480 charge on my credit card asking them for a refund. **************** on the other line told me the refund will be issued between ***** hours, but it didn't happen. I want my refund of $480 and cancel the plan.

  Business Response

  Date: 10/26/2023

  Hi Jack, 

  As conveyed in case 12504867, your account has been closed and a refund of USD 480 (subject to proration and taxation) has been processed to the credit card ending in ****. The amount should take ***** days to get credited to your bank account. Please let us know if you still don't see it after 14 business days. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 10/27/2023

  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:10/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free account at ********************. I wanted to cancel it and went 6 days in advance. They had a video how to cancel the account. In the video it has a cancel button available. The actual website does not have a button to cancel. I search everywhere on the website wasting an hour. I called and the answering system put me in a loop that takes you nowhere. I then went to the chatbot and it connected me with a human. The human sent an email for cancelation and told me they would cancel it after I replied. It was sent directly to my junk mail dispite every email they ever sent went to my inbox. It wouldnt let me reply so I moved it to my inbox. I replied and went to tell the person as she instructed. They had already logged off saying and had a bogus message from me saying "Okay". I would never spell ok like that.

  Business Response

  Date: 10/20/2023

  Hi *******,

  As mentioned today in Support case 12477714, your account has now been canceled and no further actions are required from your end. Please let us know if you have any other questions or concerns. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 10/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I am glad they cancelled my account. They should be required to put the cancel subscription button back on their website. The company has a video that shows the cancel subscription button,  but when you try to find the button it does not exist. In addition if they don't want you to cancel they should stop having a "free trial".

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