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:07/07/2023

  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.

  This is a ********* Word copy of the content I have entered as my complaint on BBBs website, in case that content loses its format. Perhaps reading it on a Word document Ive been paying $45/mo. starting 04/2020 02/01/23 DocuSign email: You surpassed your ENVELOPE limit Add ENVELOPES02/03/23 DocuSign email: Youve surpassed the ENVELOPES tied to your plan Add ENVELOPES* * *I opened Case ******** on 02/03/23. I reached ****** by phone. Call was quickly disconnected, he didnt call back.02/03/23 11:30 am ****** emailed me: We are adding SEATS to your acc't.I had NO CLUE what is a SEAT. Very confusing! I didn't understand it. 11:33 am ***** wrote 3 mins later: I'm happy to hear your concern was solved! Thank you for that confirmationStill at 11:33, while I was reading ***** 1st email, she wrote again: It was a pleasure working with you. I have closed the following case.Case ******** Acc't ********* Subject envelope limit 4:23 pm An automated email came as an Order Confirmation to indicate that I have been charged $90.00. They processed without conversation, without my full understanding or consent. * * * * * *DocuSign continued to charge me double in the following months, I filled a survey about my conundrum. Nobody replied.07/05/23 I opened Case ******** and complained about being double-charged for six months and asked for a refund. ******************* responded and accused me of having ordered one additional SEAT and ceased communication.What he claims is NOT TRUE. SEAT means CHAIR to me. Why would I order seats from DocuSign. He ignored my questions 07/06/23 ******* wrote to say he is taking over. I explained everything again in my email and in subsequent followup emails. No reply.07/07/23 I emailed ******* to follow up. No answer. I am owed a refund of $45 X 6 = $247 They charged me $90 on July 5, while I was complaining about it. Pointing fingers at me when ***** instantly processed it on her own is even worse.SOS!

  Business Response

  Date: 07/13/2023

  Hi Mandy,

  Apologies for the experience you have had. We have now reduced the total number of users from 2 to 1 in your account and also processed a refund for the charges for the additional user, for the past 6 months. The refund amount is $270, which is subject to taxation and proration and should be reflected in your bank account within the next 3-5 business days. 

  "seat" is a terminology that we use for users in an account, as stated in the support case 11108550 on February 3rd, 2023:
  Seats are the users that you can register in your account and who will be able to send envelopes. Each seat will give you 100 envelopes per year for your entire account. If you want to purchase another seat, follow the instructions in the email you received or contact sales at **************.

  The number of users was not increased by our support team and it was done via the link from the email that was sent to you. We can assure you that we don't process any changes to the account plan without the written consent from the customer. 

  Thank you for your patience while we worked through this issue. Please let us know via this complaint or the open support case 11907483 if you have any further concerns about your refund. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 07/14/2023

  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:06/29/2023

  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.

  Since March I have been trying to change the email address and password on our account. My employee resigned and the account was in his email adress, to which I have no access.I have tried many times and get no help. Docusign renewed my subscrition, charged my credit card and I haven't been able to use the product. ( which I oreviosly enjoyed)Please refund my money and let me cancel

  Business Response

  Date: 07/10/2023

  Hello *******,

  Currently we can only find one account that is using the email address ****************** and it is an expired Free Trial account. This may explain why you are not able to update the email address in the desired account. Could you provide me more details as to the account you are looking to be added to or close, like the account number or an existing email within this account? Once we are able to isolate it we can work with the administrator of this account to proceed with the changes you are requesting. 

   

  Regards,

   

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

  Senior Technical Escalation Support Manager

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20257599
  
  I am rejecting this response because: The email regarding this complaint is ********************************
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/20/2023

  Hi *******,

  We searched our system and couldn't find any account linked to ********************************** email address. Can you please verify this email or let us know the support case number for this issue?

  Best,
  DocuSign Customer Service

• Initial Complaint

  Date:06/07/2023

  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.

  Hello,On June 6th, 2023, I wrote to Docusign requesting that they cancel a document.I have not heard back from them.I am asking that they cancel my document.The Envelope ID ************************************ The document ID ********************************* The business that created the document is called 33rd. They said they canceled this document but it still shows up as active.Thank you.

  Business Response

  Date: 06/08/2023

  Hello ****,

  Just so you are aware DocuSign's policies and procedures prevent us from taking these kinds of actions on a customers account without signed legal authorization from the account administrator of the account in question. Much for the same reason that you would not want a signer of a document you created and send out for signature to have the authority to have us delete your document from an account that you own and pay for. If you have a good working relationship with the sender of this document you can send them this support article that explains how they can delete the document you mentioned in your message and use our purge feature to permanently remove the document for good - *********************************************************************************************************************************************************************
  
  Kind Regards,

  DocuSign | Customer Support

• Initial Complaint

  Date:06/05/2023

  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 renewed our annual contract with Docusign in April and approved them to charge to our company credit card. Weeks later, they sent our company a bill stating that our payment was late. Our billing staff paid the bill though our bank bill pay account. A couple days later, Docusign then charged the same amount to our credit card as well. I have since spent plenty of time on the phone, resulting in them saying they are not able to help me because I am a corporate account. They were not able to provide me a better number to call. I have sent a ticket, which they say they have replied to, but they have not. I am simply seeking a refund of the amount overcharged, which was $1662.21. My account number is ********.

  Business Response

  Date: 06/05/2023

  Hello *****,

  We can see why this was an issue for our support department to investigate and resolve. Typically billing and billing inquiries are routed though an active user or an administrator for a ********************** account. In this case you are neither a user or an admin on the account you have listed so our security procedures would limit how much information is shared with you about this account even if your name is on the credit card being used. You also provided some additional information about you on the support case other than the email address that the agent asked for so they likely acted on the side of caution here and opted not to proceed. We can see that you also have an active case open at the moment and we are going to ask them to share this case with our ******* Services and Billing team to look into and get a financial transactional history of this event. Once they verify everything this we can proceed with the refund. We apologize for the difficulty that this has caused but we will be happy to settle this with you as soon as we can.

  Thank you again for your patience in this matter,

  DocuSign | Customer Service

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20144826
  
  I am rejecting this response because:
  

  Thank you for your response.  I own the company and ***************************** is my business manager.  She uses Docusign every day and I do not, so she is the admin on that account.  Her Email address is ******************************* and the account number is *********.  This is not an issue of verification of who is who within the company.  This is an issue of Docusign taking too much money and not refunding it back to the customer in a timely manner.  You are not sending the check to me personally.  You are sending it back to the company to which it was charged.  All other talk of verification, documentation and permissions is just a delay to your taking action and doing the right thing. 

  Thank you in advance for promptly refunding the money to Lake Country Associates.
  

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

• Initial Complaint

  Date:05/27/2023

  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.

  Used the DocuSign service with no problem. I was billed in full and have changed providers. I connected with them to cancel for a refund based on the remainder of the year. I got confirmation and have completed everything they asked. Over teh past month I get randoms emails that make no sense. They are addressing me by the wrong name and continue to do so. I ask Stright forward questions and don't get answers. I am just looking to confirm I am canceled and for them to refund my monies. I was in about a month when we requested to cancel. I believe they have a 30 day cancellation process. So I should be refunded roughly 10 months. My 12-month price paid was $900. I am also certain the random **** daily emails I get from them that make absolutely no sense are automated. They are all random and not related to anything. Please each out to them and have a real person call or email me with confirmation and the refund. The account I use their service is under my business *********************** out of **. I have given 3-4 warnings that I am going to report them but they do nothing but generate more spam emails. Once refunded I am happy to remove any complaint.

  Business Response

  Date: 05/30/2023

  Hello ****,

  I was able to start looking into this case for you today and found that using the email you provided there were 3 different accounts that were inactive but it did not appear that any of these had billing associated to them. I am writing to see if you *** be able to help us locate this account by providing some additional information such as the account number or a different email address that *** have been used for this account? Once I am able to identify the account and the billing history associated to it I will be happy to see if we can help resolve this issue for you. 

  Thank you for reporting this issue to us,

  DocuSign | Customer Service

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20112458
  
  I am rejecting this response because:
  
  

  THey have been communicating with me via email. They have this information but am appy to provide. Their communication is all over the place and extremely inconsistent.
  
  
  My personal name is ******************* and cell number is ************. My business in reference to is ***********************. That should be tired to my cell as well. If not the business number is ************. Also please see account number for reference - Account #********.
  
  
  Hopefully all of this helps them locate it. From there they will see communication over 30 days old simply trying to cancel and get my refund as I paid in full. They will also see many emails from their team that are inconsistent and make absolutely no sense.
  
  
  I am just trying to cancel and get a refund. At this point due to their terrible service they should give me teh full $900 back. This has gotten out of control. Terrible service.
  
  
  Thank you,
  
  
  *******************
  ************

  Business Response

  Date: 06/07/2023

  Hello ****,

  We apologize for the continued delay in concluding this issue. We did contact the billing department again and asked for an update on this case so that we could get this resolved for you. In order for us to send you another update though this format you will need to reply here but if you are not able to do so we will contact you using the email address that you included in this case. Again our apologies for this delay.

  DocuSign | Customer Service

• Initial Complaint

  Date:05/16/2023

  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 have been a client for more than ten years and always pay my bill quarterly. This year they are trying to bill me annually and i have not been able to speak to anyone that has any idea on how to fix it. I demand a call between **** m-f cst ASAP.Account Number: *****

  Business Response

  Date: 05/18/2023

  Hi *****,

  *******************************, your Account Executive has contacted you today to discuss your account plan and would be able to assist you further with making any changes to it. Please let us know if you have any other concerns. 

  Best,

  DocuSign Customer Service

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20066548
  
  I am rejecting this response because: Who did you speak to? Did you leave a message? If you did then I missed it and need your number to call you back or you can call me again. NOThing Is Resolved Im available **** cst M-F ************
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/23/2023

  Hi *****,

  Your Account Executive, ******* had reached out to you via email today to inform you that we will be making adjustments to your account plan and change it to quarterly billing. A contract has been sent to you and the account plan will be modified once you have signed it.

  Please let ** know if you have any questions. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 05/24/2023

  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:05/16/2023

  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.

  We closed/cancelled our account back in April 2022 with our then account manager *********************. Instructions had been provided to ** as to how to convert over to trial only. We did not consent to renewal or sign any new contract. The owner over here spoke directly to ****. I called Kody yesterday who advised he was no longer with the company and referred me to ***********************. He was the wrong person and could clearly case less about customer service. You can see from our usage we have not been using your product. We have one person who receives contracts from another sender to sign (which we do not need a subscription for) and that is it. For everything else we have been using our new company for over a year. Cheaper, more options, and far superior customer service. Account # ********* Please issue a credit so immediately so we do not have to dispute the charge.

  Business Response

  Date: 05/22/2023

  Hi ****,

  Apologies for all the inconvenience. We can certainly downgrade your account to a Free plan and process the refund. Our support team has followed up with you in case 11637397 with additional details and are waiting for your confirmation so that we can start the process. 

  Please let ** know if you have any questions. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 05/23/2023

  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:05/15/2023

  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.

  Have been seeking a refund for services that were not purchased and erroneously charged for over two months. Have contacted support and account managers 10+ times over the last three months with no resolution.

  Business Response

  Date: 05/16/2023

  Hello ***,

  I have instructed the support agent that is working on this case to go ahead and finish submitting the credit refunding paperwork for this support case. I will watch this case and keep you informed here as to the progress of this case. I am apologize that we were not able to assist better in this instance.

  Kindest Regards,

  DocuSign | Customer Support

  Customer Answer

  Date: 05/23/2023

  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:05/12/2023

  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 Would not Allow me to Add a new Debit card. Delaying contracts to clients. Spending hours on the phone with no results. Docusign Agents are unable to fix this issue!

  Business Response

  Date: 05/15/2023

  Hello *****,

  I just reviewed this complaint and found that your DocuSign account is still active and that you have opened two different support cases that did not resolve this issue for you.

  I am including a support article link here because I did not see this in the previous cases but if this does not help you then please reply to this message here and I can contact you to set up a zoom meeting and we can review your account settings together.  If we are not able to resolve the issue over a zoom meeting then we can file an engineering support ticket to have our engineering team look deeper into this issue and get this corrected for you as soon as possible.

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

  Again please review this link or reply to this message and we can proceed to the next steps,

  Kind Regards,

  DocuSign | Customer Service

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20052022
  
  I am rejecting this response because:
  It was my idea to cancel my DocuSign account by downgrading then upgrading to the original account. I was on the phone for over 2 hours on the last call to resolve the issue. Not to mention previous phone calls. I would like compensation by refunding my last payment. No other solution would help.
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/16/2023

  Hello *****,

  I have asked the support agent managing this case to proceed with the credit to refund your money regarding this issue. I will send another update when they have determined the amount and submitted this request. Thank you again for your patience on this issue and I apologize that we were not able to offer a better solution for this issue at this time.

  DocuSign | **************** Team

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20052022
  
  I am rejecting this response because:
  I know that my account is now working. The request is for the ineptness solving the issue. Refund my last payment for my hours and hours of wasted time on the phone. The amount of my last payment which is for a 1 year prescription. Does not come close to my lost time.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/12/2023

  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.

  In March of 2023 Docusign charged our credit card $1,920 for a renewal of a yearly subscription which we did not authorize. On 3/21/23 I contacted Docusign and was told to give them permission in writing to cancel our account and close all users. I immediately did the same. Since then, I have emails stating that the refund has been submitted and can take ***** business days. I have contacted them on so many occasions asking for the refund I have honestly lost count. I have also had to go through the process with them to resubmit the refund request. The very last email confirmation of the refund is dated 4/24/23 and it also says about taking the ***** business days. On day 10 I contacted as I still hadn't received the funds. I was, as usual, told i would get the refund by day 14. The person "promised" me we would get the refund before the 14 days. Today is day 14 and I have had it with them. I was promised again that "it is in process" and we will get it. Each rep says the same exact thing and asks me to verify each and every time all contact information, case numbers, account number, last digits of credit card, etc. This is all just a scam. They will not return our funds. I should not have to call for 2 months for the return of our money. Consumers should beware.Our Case No. is ********

  Business Response

  Date: 05/12/2023

  Hello ******,

  It appears that a few different failures happened with the attempt to try to correct this issue for you.

  The first attempt at trying to create a refund the support rep did not understand that they were supposed to exempt the tax from the request and unintentionally submitted the refund for the entire amount. This caused the credit request to be rejected because our refund system will auto calculate and add the tax based on the customers local tax rate (03/04/2023 submission, $1,939.20 USD should have been submitted as $1,920.00 USD + $19.20 USD in tax).

  The second submission was rejected because there were still three active users on your account and there can only be one active user/admin for a free/signer account before we can downgrade and refund the purchase price.

  We see that you currently only have one active user/admin on this account now so we are going to ask the support team to re-submit this refund for the correct amount of $1,920.00 USD. We will keep an eye on this refund process until we know it has been resolved. There is little we can do as to the amount of time that banks take to transfer the funds once the refund has been approved but we will expedite everything up until that point to ensure that this taken care of. I also wanted to point out that the Terms of Service that you agreed to allowed ** to auto renew your membership because we have a very liberal refund policy. This was an unusual case and we appreciate you bringing this to our attention so we can make corrections to our internal policies.

  Thank you again for your patience in this matter,

  DocuSign | Customer Service

   

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20051445
  
  I am rejecting this response because:  DocuSign should make this refund a priority inasmuch as it has been well over 60 days.  I want to be advised in writing when the refund has been issued.  Also, DocuSign states in its response that we cannot have more than one active user in order to downgrade the subscription.  On 4/11/23 DocuSign advised me of this matter and I went onto our account and removed any user I could remove.  I responded the same to DocuSign and was advised that it showed active users on its end.  I sent them a screenshot of the account showing one user.  ********************** still did not issue the refund.  DocuSign should spend less time with its excuses and more time developing customer service.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/19/2023

  Hello ******,

  I just wanted to reach out and let you know that the refund(s) have been approved. For our record keeping they did have to break them up into two different transactions but you will see that the entire amount was refunded. I am not sure how long this will take the banks to transfer from our account and then post back to the credit card on file but I just wanted to send you the screen shot of the approved credit refund to ensure you that this has been addressed and should be resolved shortly. Once again I am sorry that we were not able to offer a more satisfactory outcome.

  Have a wonderful weekend,

  DocuSign | Customer Service

  Customer Answer

  Date: 05/22/2023

  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 in receipt of the refund.
  
  Sincerely,
  
  *************************