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:05/06/2023

  Type:Customer Service 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.

  *********************************************************************************************** Saturday, May 6th, 2023 c/o V.I.P. Corporate Executive DOCUSIGN, INC.221 ************************************************************************************* ******************************* Regarding: Very Serious Complaint Dear DocuSign, Inc. Executive:Good morning or good afternoon to You!How is your day today in sunny *************, ********** and/or wherever else You are in the World?My day is going fine, thank you, except due to the Fact that I tried to open up this document below that I had signed for and had No Luck in doing so.I am Not sure why Not, but I am worried that I could have trouble in opening up future DocuSign documents if I am already having this problem to begin with.I would appreciate it very much if somebody can please contact ME back directly to help ME fix this problem.Enclosed, below, please find an example of the latest DocuSign document that I tried to open up Unsuccessfully for your reference and further review. Thank you.If You would like to contact ME back directly in order to discuss my letter of Very Serious Complaint in further detail, then please call me at: Voice/Messages/Text: **************.You may also email ME back at: ************************** or [email protected] am more than looking forward to hearing back from You with a Positive Response some time in the very near future.Thank you.Sincerely yours,****** ******************* Angry And Upset Docusign, Inc. Customer /HPS Enclosure: Please See Below For An Example Of The Latest DocuSign Document That I Tried To Open Up Unsuccessfully For Your Reference And Further Review. Thank You.======================================================================================================================================---------- Forwarded message ---------From: DocuSign via DocuSign <**********************************>Date: Sat, May 6, 2023 at 6:04?AM Subject: Verify a New Device

  Business Response

  Date: 05/12/2023

  Hi ******,

  We couldn't find a DocuSign account linked to the **************************** or ***************************** email address. Can you please clarify the email linked to your account or provide your account number per the instructions in this KB article: *************************************************************************************************************************************************************************************

  Best,

  DocuSign Customer Service

  Customer Answer

  Date: 05/12/2023

   They're not telling the truth. This company never even called near the phone to discuss it. Of course I had the count while. Would I live up that it was a free account with the email address that it provided? I can't deal with liars.
  Complaint: 20027332
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/18/2023

  Hi ******,

  We understand your concern but we don't have any accounts linked to the 2 email addresses that you have provided -  "**************************" or ****************************** This makes it challenging for ** to view your usage of our product or interactions with our support team. 

  In an effort to assist you in the most efficient way and connect you with a specialist, can you please share the correct email linked to your DocuSign account or the one that was used to sign the document? If you can, please also share your Account ID or Envelope ID as that would significantly help ** in addressing your issue efficiently. Following are the links to the KB articles to retrive those IDs:
  Account ID: *************************************************************************************************************************************************************************************
  Envelope ID: ***********************************************************************************************************************

  We apologize for any inconvenience this issue may have cause and greatly appreciate your patience during this process. We look forward to getting the above details from you so that we can resolve the issue. 

  Best, 
  DocuSign Customer Service

  Customer Answer

  Date: 05/19/2023

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

   

   I know that I have used your service before because people have actually had me. ****** signed documents in fact I did this within the last 2 months with a company.

  So I'll try to figure out who it is but right now. I don't really need your services? But. I guess? If I. Ever? Do I will let you know have a nice day?yecaewutlIorIfsuItscrrdylt'nIwttstoteuioyrl'Io
  

• Initial Complaint

  Date:05/04/2023

  Type:Order 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.

  Hi.I have tried other agencies, but was directed here.From time to time I receive documents to be e-signed. I am signingthem blind because Docusign sends them to me in Hebrew. I speak English exclusively.Docusign is telling me that the senders, including: ************************** ********* various building contractors are sendingthem in Hebrew and there is nothing they can do! ********** legal ***** had a good laugh, when I asked them to please resend me the contract in English.I went to Bestbuy to see if there was something in my computer causing this and they said nope. I,myself, looked for anyDocusignfiles on it and there are none.Docusignis putting me at jeopardy, signing documentsI can't read andthat don't give me the opportunity to translate to English. It offers a page full of languages and English is not one of them!Please tell me what can be done? Do I need to go to court to ask for injunctive relief, ordering Docusign to seizesending me Hebrew documents.I can forward their emails to me, if you would like.Thank you.***********************

  Business Response

  Date: 05/04/2023

  Hello *****,

  By default DocuSign allows the users to select what language they wish to utilize when signing documents using the DocuSign platform. The only exception to this is when the sender (or creator) of an envelope uploads a document created in another language. Depending on the file type we may not be able to translate this information on a document. To check and see what language your account is using, log in to DocuSign, and go to the Profile Picture drop down menu > My Preferences > Regional Settings > Language. This should set the default language for you as a user.  

  If you go to Settings > Regional Settings > Default Language. This should allow you to set the default language for the entire account.

  If you find that this issue remains I am willing to set up a troubleshooting call with you next week and we can start a screen share, run some test envelopes and correct your account settings. 

  NOTE: Changing these settings may not change the envelopes that you have already signed but we can review these in the troubleshooting call if you like. Please feel free to respond to me here to let me know if updating these settings correct your issue or if you would like to proceed with scheduling a troubleshooting call.

  Thank you,

  *****

  DocuSign | Customer Service

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20019389
  
  I am rejecting this response because:

  I would have accepted it, if they had given me a way to contact them to go forward with the resolution they suggest of my problem - one that I would like.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2023

  We were able to contact this customer and set up a screen share meeting for this Thursday May 9th to address this issue. It is our intent to review the events that caused this to occur and work with this customer to find a solution. We look forward to the opportunity to address this problem with this customer.

  ********************** | Customer Service

  Customer Answer

  Date: 05/09/2023

  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.

  The scheduled Zoom ifor Thurs May 11th  - not the 9th. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/26/2023

  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 was asked to sign documents electronically by my realtor using Docusign.com. I clicked to command only necessary cookies be allowed and clicked the "do not sell my personal information". Suddenly on 4-21-2022 I started receiving emails from Updater.com telling me to confirm my account sent from my realtor, to active my account today. I don't know who Updater.com is and never opened any account. My realtor told me he did not sanction this and didn't know who Updater.com is. I did not respond figuring this was spam email, until I received a 2nd email 4-21-2022 telling me my realtor set me up w/ a "premium updater.com account". I do not want, nor did I ever ask to open any account. 4-23-2022 I received a 3rd email reminding me to activate my updater account. Again, I never made any account w/ them to begin with. Each time after I signed a document, Docusign would try to trick me into creating an account in order to get a copy of the document I just signed making it look like if I didn't I wouldn't be able to get a copy but that wasn't true. I did not fall for this trick and I did not create or pursue any account w/ ******************** or Updater. Docusign's privacy policy is too long and does not name Updater.com or that Docusign will sign me up for an account w/ Updater.com. I only discovered the two were partners (Docusign.com and Updater.com) after doing a www search on both names together. I do no appreciate these shady creepy practices.

  Business Response

  Date: 05/04/2023

  Hi ****,

  Updater is one of our many integration partners and DocuSign doesn't directly share your data with them. The data would be synced only if the sender has an integration setup as outlined in this article: ********************************************************

  A DocuSign account is also not needed if you have received a request to electronically sign a document. After signing, all signers are offered to create a free DocuSign account to store and access any documents you've signed. 

  If you believe your data has been incorrectly shared then please file a report with our fraud investigations team via this portal: *************************************************

  Please let ** know if you have any further questions. 

  Best,

  DocuSign Customer Service

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19987955
  
  I am rejecting this response because:

  This response is manipulative gaslighting and doesn't address or fix my problem.  Absolutely no concern shown that I received emails fraudulently stating my realtor signed me up for an account w/ Updater which was a lie, and the fact that Updater obtained both my, and my realtors, name and contact info from Docusign.

  1. I emailed Docusign before filing this BBB complaint asking about Updater and did not receive a reply.

  2. "Updater is one of our many integration partners and DocuSign doesn't directly share your data with them."  Key word being *directly*.  I don't care if it's directly or indirectly, it's not okay. 

  3. I'm aware I don't have to sign up for an account w/ ********************. What I said was Docusign *makes it appear* as though you have to sign up for an account if you want a copy of the doc just signed.  I did not sign up for an account.

  4. Why send me to your fraud department when fraud clearly isn't the issue?  DocuSigns and Updaters business practices and policies in combination is the problem.  My realtor is VERY upset his name was used to try and trick me into creating an account w/ Updater when he never asked for that to be done and wouldn't violate my privacy like this.  DocuSign has chosen to do business w/ Updater and associate w/ these dishonest practices.  I do not want Updater to have ANY of my info yet they do and my realtor does not want Docusign to share my info w/ anyone.  And because of this I don't want DocuSign to have any of my info either!

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

  Business Response

  Date: 05/12/2023

  Hi ****,

  We couldn't find any support cases or DocuSign account linked to ************************* Was the case opened with a different email address?

  To clarify, DocuSign does not share any personal details of the signer with Updater.com by default. The details would be only shared if the sender configures an integration to sync details with a 3rd party like Updater.com

  Our Fraud team investigates reports of any suspected improper use of DocuSign or violation of Terms & Conditions. If you could share the Envelope ** with ** we can look into it further and determine if your personal data was shared with Updater via DocuSign when you had signed the envelope. Here are the instructions for locating the ** for reference: ***********************************************************************************************************************

  Best,
  DocuSign Customer Service
  
  
  
  

  
  

• Initial Complaint

  Date:04/14/2023

  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.

  Our account has been suspended for non-payment. We have not paid because we are being overcharged. I have personally reached out to DocuSign several times over the past month with no resolution. DocuSign has acknowledged they are overcharging us, refused to unlock our account and asked us to pay the overcharge to unsuspend our account even though they know it is over the dollar amount we owe. In addition, DocuSign support keeps missing the issue. They keep referring to the number of seats as being wrong which is not correct. The seats shown in our account is the correct number of seats, it is the invoice that is incorrect. DocuSign should not be allowed to force a customer to pay over the correct amount in order to use their product.

  Business Response

  Date: 04/14/2023

  Hello *******,

  I just read though the case you created regarding your issue and I want you to let you know that we are aware that billing is something we are working on and trying to become better at. DocuSign is reviewing ways to update and improve this process but as you can imagine it does take time to evaluate and find the right solution(s) for a growing company. We also understand that it does not make it any less painful for you and  what you are going through right now, but I assure you that we will get your issue resolved and do what we need to do to make this right.

  We appreciate any patience you can continue to utilize while we work on this for you,

  DocuSign | Customer Support

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19937276
  
  I am rejecting this response because:

  The response from DocuSign does not offer a solution nor acknowledge they are forcing us to pay over the amount we owe in order to use their product. I consider this to be an unethical business practice. 

  DocuSign does not need to make organizational-wide changes to assist us with this issue. I simply would like our invoice corrected so that we can pay the correct amount. I have asked this several times with no resolution. We paid the invoice today which is $480 more than we owe. Now I have to seek a refund and have very little confidence it will be handled swiftly. 

  I have wasted at least 16+ hours working on this issue and originally sought help on 3/17/23. 

  How are you going to refund us the money we were forced to overpay?  
  

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

  Business Response

  Date: 04/21/2023

  Hello *******,

  I just checked on the status of this today and saw that the refund was approved. I assume that it is going to take a few days to show up on the credit card listed in the screenshot but please feel to contact us if there are any issues and just reference support case number 11338891 so we can track the credit. Again I will keep an eye on this for you to ensure it goes through and posts back to the card. 

  Thank you again for your patience on this issue,

  DocuSign | Customer Support

  Customer Answer

  Date: 04/27/2023

  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:04/13/2023

  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.

  I have been trying for about one month to get access to the software update impact assessments for DocuSign Part 11. They keep making me fill out these request forms, and I get a case number for them, but then no one contacts me either via email or phone call. I just seat and wait like a dummy, and then get a follow up email stating that my case will be closed because of lack of follow up. It would be funny if it was not so serious.Here is the inforamtion for the last case number they gave me (the third one in a month):Case #: ******** Account #: ************* Subject: Risk Assessment Report Request All I need, is an email or phone call telling me how to access the impact assessments, or someone to send them to me in an email attachment. My company (Sutro Biopharma) pays yearly to use the platform and to have access to the impact assessments. I just need some basic customer service to be able to access the information I need.

  Business Response

  Date: 04/21/2023

  Hi ****,

  We really apologize for the experience you have had so far. We have transferred the support case 11375362 to the appropriate team which handles Risk Assessment requests and we should have an update for you by early next week. 

  Best,

  Karan

• Initial Complaint

  Date:04/11/2023

  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 reduced the number of users on my account on 12/15/2022 from 3 to 2. I am billed monthly on the 18th. As of 12/18/2022, I should have been charged $90 per month instead of $135. As of 3/18/2023, I am still being charged $135. I contacted support via phone on 3/20/2023 and ***** confirmed that when I removed a user in December that it should have automatically closed a seat. She was unsure why it didn't work but asked me to email confirming I wanted the seat closed now. I asked on the email thread to be credited for the past months on 3/21/2023. Every day since I get emails saying they are waiting on the finance department. I asked on 3/30/2023 when this would be resolved but no one is able to give me an estimate on when they will respond. On 4/7/2023 I let them know I was switching to a new provider for signatures due to this issue and they changed who was responsible for the case and tried to close the complaint. I would like my $180 that is owed to me for 4 months of overcharges put back on my card.

  Business Response

  Date: 04/11/2023

  Hello *****,

  Using the email address that you provided *************************** I was only able to find two different individual accounts that only contained single users. If you could help provide us with an account id, support case number (that you spoke with ***** on) or a different email address that would have been associated to this account we will be happy to look into this issue and see about refunding any overcharges that *** be owed to you. I am sorry to hear that this issue was not resolved sooner but we would appreciate the chance to make this right.

  DocuSign Customer Service

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19923589
  
  I am rejecting this response because:

   

  Thank you for the response, I thought you could see the attachments with the case information. The case number is  11362690 and the email associated with the account is **************************.

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

  Business Response

  Date: 04/12/2023

  Hello *****,

  Thank you for sharing your case number and account email with me here , I have our billing team looking into this issue. It appears that this was validated by our support team but we are not able to find the refund request so it was not processed as expected. I am asking the support agent to fill out a new refund request for you and submit it for processing. I am aware that this will delay your refund and I apologize for that but I will make sure that this request makes it to the correct team to be reviewed and resolved as it should have been initially.

  DocuSign Customer Service

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19923589
  
  I am rejecting this response because:

  Thank you for getting the request submitted. When will the refund request be processed? 

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

  Business Response

  Date: 04/18/2023

  Hello *****,

  I am looking into that now to see how we can expedite this for you. I know that the actual monetary exchanges between the banks can only happen so fast but I will make sure that we are not holding anything up on our side for you. 

  Thank you again for your patience,

  DocuSign | Customer Support

• Initial Complaint

  Date:04/06/2023

  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.

  Prior to acquiring an account with DocuSign, I had a chat conversation with a DocuSign sales representative starting on December 27, 2022 on how our company wanted to set up 3 seats. I was provided the instructions on how to do so and received a discount promo code DS80455 (20% | $60 =$240.00 which also discounts the sales tax of $3.75 for a total of $255 per seat) and would be charged when each seat accepted the invitation. In following those instructions, the discount did apply to each for a total of $765.00. When I entered the email address, unaware that DocuSign automatically sets you up with an account when you are a recipient of a document to sign, it wouldn't allow me to proceed. I was then instructed to do an upgrade, which was only was for the individual and not the additional seats and lost the discount for the other 2 seats. I informed the sales rep who then never responded and opened a ticket with customer service. ********************** Support Case: ******** "OVER CHARGED". I've supplied documentation of the entire conversations that it was an error with their system and lack of disclosure. After 4 months of emails back and forth with customer service, each time a different rep on the case responds requesting additional information that was already provided, a response on 4/5/23 stating "The latest notes in your account mentioned that you are expecting the application for the promotion per seats but based from our promotional guidelines, the promotion can only be applied to one seat in the account which has been applied to your first invoice." This is completely bogus and illegal!!! I wish I had screenshot the discount being applied to all 3 seats. There is nothing on their terms and conditions that refer to promotional discounts, nor was id disclosed it was for one seat only. Per the chat box it was lead it would apply to all 3 seats. It is illegal in the US for a business to purposefully publish false or contain untrue, misleading, or otherwise deceptive information. Two seats accepted the invite right away; see INV8217426 adjusting 3 seats to two and removing the discount for one of the seats. The only invoice in our account profile is INV38213416 for the one seat. The refund requested for the 2 seats $60.00 +$3.75 tax for each seat for a total of $127.50.

  Business Response

  Date: 04/13/2023

  Hi ****,

  Apologies for the inconvenience. We have reviewed the transactions and will be processing a refund for the over charges on the 2 users. The refund amount would be $120, which is subject to taxation and proration adjustments. 

  We will be following up with you in the support case 11238575 as soon as it has been processed but please let us know if you have any questions till then.

  Best,

  Karan

• Initial Complaint

  Date:04/06/2023

  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 noticed today a charge from Docusign.com for $48.04.Upon further research this has been a recurring charge since October 2022.I do not use Docusign that often and would not have signed up for a monthly charge for that price. They are refusing to refund and have not responded to my requests to investigate the incident.

  Business Response

  Date: 04/13/2023

  Hi ***, 

  Our records indicate that you had signed up for our monthly subscription on 10/5/2022 (service was last used on 12/22/2022) and these recurring charges are in relation to that. As you have filed a dispute with your bank we would not be able to directly refund the payments. 

  We have received the disputes from your credit card ending with **** and have accepted them for the months of January, Febuary and March. The credited funds should be now visible in your bank account. We have also cancelled your subscription and closed your DocuSign account.

  Please let us know if you have any further questions or feel free to respond to the open support case 11448361.

  Best,

  Karan

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19904623
  
  Thank you for refunding however what was the purpose of closing the DocuSign account?  I did not request for that to happen and do not see why it was necessary.  I have documents saved on that Docusign account that I need and am no longer able to obtain. 
  
  Sincerely,
  
  ************

  Business Response

  Date: 04/17/2023

  Hello ***,

  i am sorry to hear that your account was closed and I would like to see if we can restore it back to a free / signer account for you. The BBB site does not share a great deal of information other than your name. If you could let us know what email address you were using for this account we will be happy to look into this for you. We can not promise that we will be able to re open this account but we will be happy to try to do so if I have this information and your permission to do so.

  Respectfully,

  DocuSign | Customer Service

• Initial Complaint

  Date:04/05/2023

  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 downgraded my account in November of 2022 and DocuSign refuses to update my card information and refund my money even though the refund has already been approved by DocuSign. They keep running me in circles and wasting hours of my time. Simple resolution is update my card info and refund the previously approved refund of $140. Thank you

  Business Response

  Date: 04/13/2023

  Hi ***,

  Apologies for the inconvenience. As you've acknowledged in the support case 11139526, $142.70 had already been refunded to you and now the dispute is regarding the total amount that needs to be refunded. We have reviewed the transactions and will be processing with the difference, which would then set the total refund amount to approximately $152.04.

  We will be following up with you in the support case as soon the additional refund has been processed but please let us know if you have any questions till then.

  Best,

  Karan

• Initial Complaint

  Date:04/04/2023

  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.

  I asked DocuSign to downgrade my account in Oct 2022 from the monthly paid version to the free version. Ever since then, when I log in it says that my account has been cancelled, but for the past 5 months they have been continuing to charge me monthly for $65/mo. I have contacted their support center about this issue and been hung up on 4 times.

  Business Response

  Date: 04/10/2023

  Hi *****,

  Apologies for the inconvenience. I can confirm that your account has been downgraded to Free plan now and we have also processed a refund amount of USD 390, which is subject to change due to taxation and proration. The refund was processed on April 5th and should take ***** business days to get credited to your bank account. Please let us know in the open support case ******** if you don't see the amount credited by then.

  Best,

  Karan