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:10/10/2023

  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.

  Docusign is an online service that supports eContracts.I intended to sign up for a one month service to send a single document.The design of their website makes it too easy to sign up for a year instead of a month. I did not look at the site closely enough and on Sept 23rd accidentally signed up for a year which cost $120. I requested a refund from Docusign on Sept 23rd using their online support portal. They proceeded to deflect this request by asking a number of unnecessary questions over the next few days. I believe their hope was that I would give up.I finally was able to get them to commit to providing the refund on October 4th. They told me they processed it but provided no verifiable evidence. Today is October 10th and I still have not seen the refund hit my credit card account. Despite repeated requests they have not provided me any verifiable evidence the refund was processed. (They gave me an internal Docusign memo as proof but nothing on this indicated my credit card was credited for the refund).I have the transcript from our interaction available and have uploaded that.

  Business Response

  Date: 10/10/2023

  Hi *****,

  Apologies for the experience you've had, we will look into it and ensure that it doesn't happen again. Per case 12361233, we see that you've confirmed that you've received the refund now and the case is closed. 

  Please let us know if you have any further questions or concerns. 

  Best,
  DocuSign Customer Service

• Initial Complaint

  Date:09/25/2023

  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.

  I ASKED FOR MY DOCUSIGN ACCOUNT TO BE CANCELLED EFFECTIVE THE MAY BILLING, DOCUSIGN, DID NOT CLOSE MY ACCOUNT, AND THEY CONTINUED TO CHARGE ME ***** EACH MONTH. I CALLED AND THEY STATED THAT I WOOUL GET A REFUND OF MY MONEY MINUS TAXES, I ADVISED I NEEDED THE WHOLE AMOUNT GIVEN AS I DID NOT AUTHORIZE THE PAYMENTS PAST APRIL. MAY-SEPT AMOUNTS ARE TO BR RETURNED IN FULL, I WAS TOLD 2 TIMES THAT THE REFUND WAS APPROVED AND I STILL HAVE NOT RECEIVED THE REFUND

  Business Response

  Date: 10/02/2023

  Hi Saferrah,

  Apologies for the experience you have had and delays with processing your refund. We have checked our system and refunds for the months of May - August have now been processed and should be credited tp your CC ending with ****. The base amount per month is USD 45, which when subjected to taxation and proration adjusts to USD *****. Hence the total refund amount for the 4 months so far is USD **** x 4 = 190.80.

  We are currently working on the refund for the month of September for the same amount and it should get processed by the end of this week. We will let you via your open support cases as soon as we have an update. 

  Thank you for your patience,

  DocuSign Customer Service

• Initial Complaint

  Date:09/15/2023

  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 had two Docusign accounts, one business and one personal. The business account is ***************************** and that account number is ********. I cancelled my personal account. I thought I cancelled my business account. After I cancelled my personal account, I continued to receive emails at my personal email address, ******************************* indicating billing was continuing. I was very confused and finally checked my business account, which DID NOT cancel and was billing was being sent to my personal email address, not my business email address. I requested cancellation through the online bot because a continual buffering on the account page prohibited my direct cancellation request. Through their bot, Docusign finally agreed to reduce the account to the free status but not to refund the latest charge. This is dissatisfactory to me. Docusign is essentially holding my choice to have an account with them or not hostage.I want a total cancellation of their service and a refund of one monthly charge. Thank you.

  Business Response

  Date: 09/15/2023

  Hello ********,

  Thank you for sending us this information regarding the closing of your DocuSign accounts. We will look into this issue and see why your most recent monthly charge was not refunded. Once we have had a chance to review this issue we will get back to you with a decision and the next steps that can be taken to resolve this issue.

  Because of the BBB communication protocol please reply back to this message so we will have the option to reply to you though the BBB format.

   

  Thank you for giving us the opportunity to review and resolve this issue for you,

  DocuSign Customer Support

  Customer Answer

  Date: 09/16/2023

   
  Complaint: 20610020
  
  I am rejecting this response because:

  Docusign repeatedly sent billing notices for my commercial account to my personal email address, an account that I had closed.  I finally checked my business account, which was NOT closed, and had to request closure because of continual buffering in my account choices.  I was pressured to retain a free account which I now reject and had to request permission to close through the Bot feature and further, was informed through the Bot feature that Accounting would decision whether or not the September charge would be refunded.  
  

  This is all quite unacceptable.  

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

  Business Response

  Date: 09/23/2023

  Hello ********,

  I have been following your case and it appears that they are working on Credit Rebill for your request. I am going to check back with this team next week and provide another status update for you as soon as I can confirm this. Again if you choose not reply to this BBB complaint I will contact you using your email address. My apologies that this issue has taken so long to resolve.

  Thank you again for your patience,

  DocuSign Customer Support

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20610020
  
  I am rejecting this response because:
  

  I have heard from DocuSign and according to the complaint resolution division, they are not taking action because I filed a BBB complaint.  This is ironic because their inaction is the reason I filed a BBB complaint.  So until we have an actual resolution, i.e., my September charge is returned because I am receiving no services for September, I will keep this Complaint open.  

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

• Initial Complaint

  Date:08/27/2023

  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 cancelled a monthly subscription with DocuSign 8/24/23, and the monthly subscription was set to expire on 8/25/23.On 8/26/23, which was after I had cancelled, and after my final month had expired, DocuSign charged my card again as if I hadn't cancelled my subscription. I immediately contacted them to request a refund. After 4 emails with them, they eventually informed me that I was not eligible for a refund. This doesn't make sense, because they charged me for something I did not agree to, then told me I couldn't have my money back.Please help me get my $15 back. I don't understand why they have been so difficult.

  Business Response

  Date: 08/31/2023

  Hi ********,

  Apologies for the experience you have had. We reviewed your request and as mentioned in case 12214452, the refund amount of $15 (subject to taxation and proration) has now been processed and your account would be converted to a Free account. The credit usually takes around ***** business days to get reflected in your bank account.

  Please let us know if you have any further questions or concerns.

  Best,
  DocuSign Customer Service

• Initial Complaint

  Date:08/21/2023

  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.

  Billed me $1900 and my bill should be $900. No explanation and no response.

  Business Response

  Date: 08/29/2023

  Hi ******,

  Our records indicate that your account with "eSignature Business Pro Edition" annual subscription was upgraded to 4 seats (users) in November 2022. Note that the amount was prorated since your subscription begins in August. Following that your subscription was renewed on 08/17/2023 (valid upto 08/17/2024) and you were charged $1920. 

  As mentioned on our Plans and Pricing page (********************************************************), the annual charge per user is $480 and since your subsription has 4 users, you were charged $480 x 4 = $1920. 

  If you would like to view the Invoices and Billing details of your account then please follow the instructions mentioned in this KB article: ***********************************************************************************************************************

  Please let us know if you have any further questions or concerns. 

  Best,
  DocuSIgn Customer Service

• Initial Complaint

  Date:08/15/2023

  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 am filing a complaint against DocuSign. I had an account but no longer had access to the email. I was told that they couldn't help me because I needed to have access to the email that I signed up with. Eventually, on August 22, 2022, I received an email from ****************************************** asking me to declare I would not file a dispute if they agreed to close my case. I responded that I agreed and I received a refund of $90. On September 10, I responded to the email, letting them know they had charged my account again. This is coming up to a year that they keep charging my account, and I want it to stop. I've had my banking account for over 13 years, and all of my living expenses and transactions go through this account and. I don't want to be forced to close it because this company can't correctly close my account.I want a full refund from September 2022 -August 2023. My original case number and account number for reference are below. Case Number: ******** Account Number: *********

  Business Response

  Date: 08/23/2023

  Hi ********, 

  Apologies for the experience you have had. We have opened a new support case 12187347 on behalf you to process this request. Our support team has reached out to you and shared the refund details and the next steps. Once we have your written consent, we will proceed with the refund and downgrade the account. 

  Please let us know if you have any further questions. 

  Best,
  DocuSign Customer Service

   

  Customer Answer

  Date: 08/24/2023

  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:08/09/2023

  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 contacted DocuSign on 07-19-2023 to alert them that I wished to cancel my account so that I wouldn't be charged in August as scheduled. They responded to me giving me Case Number: ******** on July 19 telling me the information they needed from me to get this accomplished. I immediately provided this information. They offered me a free account versus closing it. I agreed on July 19. 2023. I then was charged the monthly fee of $48.83 08-05-23. I contacted them via the original email chain so that the conversation in which the account was downgraded to a free account would be clearly visible. The response I received was:The case you have replied to has been closed.If you require further assistance, log in to the DocuSign ************** and create a new case. Important: Add a reference to Case #******** so we can review your case history if your issue is related to a previous case.Visit docusign.com/support to view our additional Support resources.Thank you,DocuSign Support The issue is that I now have a free account and the options to contact them about this are no longer available because I have a free account. The *** is no help either. I did try to contact them via other avenues with no response whatsoever. I simply want a refund and assurance that I will no longer be charged for a service that I no longer have and have email confirmation that I cancelled well before the deadline to avoid this charge. They will not respond to reasonable requests and make it impossible to contact them about anything via their website.

  Business Response

  Date: 08/15/2023

  Hello *****,

  Thank you for sharing this information with us. I am going to have our team verify this information and if we can confirm then I will ask them to refund the amount that you were charged after your account was downgraded to the free account. Please reply back to this message so that I am able to message you again once this information has been confirmed by our team. My apologies if there was an oversight on our part and we appreciate the opportunity to correct it with you.

  Thank you again for letting us know about this issue,

  *****

  DocuSign Customer Service

  Customer Answer

  Date: 08/15/2023

  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:08/07/2023

  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 have been trying to get a question about my account answered for MONTHS. I have tried multiple avenues of contact, and all have failed. They say they will call and dont. They send you messages saying they have sent me a message and they have not. I JUST WANT TO TALK TO SOMEONE, and they refuse.

  Business Response

  Date: 08/15/2023

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

  Apologies for the experience you've had and please be assured that we will be investigating this issue internally and taking steps to ensure that this doesn't happen again. We were going through your account activity and found that you've now gotten in touch with our technical support and sales teams and they are helping you with your issues. 

  Please let us know if you have any further questions or concerns. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 08/16/2023

  Better Business Bureau:
  

  I had to reach out to one of DocuSign's regional VPs to finally get action. But yes, they finally replied.

  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:08/04/2023

  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.

  For the second time in one year Docusign has without warning or notice billed me DOUBLE the price of the plan I signed up for. They continue to act fraudulently by overcharging.They need to immediately credit me the ~$250 from the $511 they just fraudulently charged me to get back to the plan I have always had.

  Business Response

  Date: 08/08/2023

  Hi *******,

  Our records show that your account had 2 active users when you were charged for the annual plan. Per our pricing page (********************************************************************************), each user costs $240 per year, which is why you were charged $511.68 (including taxes) for 2 users.

  Please note that each email login counts as an individual user account. If you don't require the extra user, then please close it by going to "Settings > Users > Actions > close" from your account. Once the extra account has been closed we can start processing a refund for the closed user. 

  Please let us know if you have any further concerns or update your open support case 12084973.

  Best,
  DocuSign Customer Service

• Initial Complaint

  Date:07/10/2023

  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.

  110 a year for subscription to use service is paid in advance the billed me ****** and tried to claim it is for previous years and open balance which is complete lie!! They are thieves I always paid for my service or they cut it off this back billing is criminal behavior. That would mean they are trying to bill me for 9 previous years they are scam artist

  Business Response

  Date: 07/18/2023

  Hi *****,

  Apologies for the experience you have had. Our support team has now clarified the charges in case 11846502 and also processed the refund amount of $960 (subject to proration and taxation), which will be credited to your card ending with 3850. 

  Please let us know if you have any further questions. 

  Best,
  DocuSign Customer Service