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:03/23/2023

  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.

  Yesterday I called DocuSign at 8:45 PM EST and the customer care rep confirmed he processed our refund of $1088 for an authorized charge. I upgraded the plan to business and at the checkout page it didn't show that there was a charge of $1088 AUD so I was surprised when I saw the huge amount that was charged. Today I called again and spoke with a rude agent named ***** who kept overtalking and refused to pass me on to his manager. I explained that I was informed that refund will be processed in 24 hours but he said it will be ***** business days on their end and another 5-7 business days with the bank. RESOLUTION REQUIRED:Refund of $1088 AUD today as promised and listen to my call with the rude agent named ***** today at 8:07 AM EST. Docusign Account Details: *********************** ******************** Account #******** Evergrande Properties *******

  Business Response

  Date: 03/27/2023

  Hi April,

  Apologies for the experience you have had and the inconvenience it has caused you. We value our customers and their satisfaction is our top priority. We assure you that we have taken immediate steps to investigate this matter and ensure that it doesn't happen again in the future. 

  We have processed a full refund amount of AUD ******, which is subject to change due to taxation/proration and it will take ***** business days to get credited to your account. If you don't see the refund amount or have any further questions about it, please reply to the open support case ******** and we would be happy to address them. 

  Regards,

  Karan

   

• Initial Complaint

  Date:02/27/2023

  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 signed up for the annual plan instead of the monthly plan and immediately contacted the support department as instructed to change the payment. After numerous emails back and forth I was told that I would get refund minus the monthly subscription in ***** days however this has not happened as promised and my case has been closed. What kind of business is this?????

  Business Response

  Date: 02/27/2023

  Hello ****,

  Your support case was created on Feb 10th 2023 but they were not able to file your Credit/Cancelation Request CCR0877606 until Feb 14th 2023. With the 10-14 business day processing time your refund should be issued by tomorrow at the latest but I have a note into our billing department and I am just waiting for their response in order to confirm.

  Thank you again for your patience with this issue,

   

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

  Senior Technical Escalation Support Manager
  

• Initial Complaint

  Date:02/27/2023

  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.

  I have had an account with Docusign for a year now. My renewal came up on 2/22/23. During the last year, on two separate occasions, I attempted to add two separate office managers for access to my account. NEITHER accepted and both invitations were still PENDING in docusign. No one but me has utilized the account. Docusign debited $900 instead of the $300 renewal from my account. Upon realizing this, because they overdrafted my account, I called. I have spoken to them everyday for the last 5 days and they continue to tell me it will take ***** business days to return my money. This is ABSURD, it did not take them that long to debit the account and they already have the credit memo in their system, why does it take 14 days to return something it took literal seconds to take in the first place. TERRIBLE customer service. I am steady accruing NSF charges and they are completely unwilling to even try expediting the return of my funds.

  Business Response

  Date: 02/27/2023

  Hello *****,

  We are doing everything we can to speed this issue along for you. We do apologize that the refunding process can be so slow. I have asked and received an escalated refund approval that should shorten this wait to 3-5 days but this wait will be due to your bank accepting and posting the funds. I will check on this on Wed morning to ensure that it is still in progress for you. Again my apologies for the trouble that this has caused you.

  Kindest Regards,

  *****

  DocuSign

  Sr. Escalation Manager

• Initial Complaint

  Date:02/22/2023

  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 have a DocuSign account through my association which I pay for yearly. I did not realize this until recently so I have had 2 accounts with the same exact information but the difference is the account number and I have been paying for one out of pocket monthly. There should be no reason that I was allowed to create a duplicate account and find out I have been paying for it and should not have been. I spoke with customer support who was very nasty and dismissed me like it was nothing to them. I have been paying out of pocket for this for 2-3 years and it'd ridiculous that I did along with being allowed to have multiple accounts with the same exact info. I told support I would be opeia claim and they did not care, I told them how I paid out of pocket even though I have a paid membership that is paid yearly. No one cared all they kept saying was you signed up for it you signed up for it. Not only was the support rude and disrespectful but they just there me to the curb like they were laughing and did nothing to help nothing to offer and just left me hanging. I pay a yearly subscription that includes a few membership and one of them is my DocuSign. I didn't realize I had 2 accounts until recently bc they allowed it. I am basically paying double for something I should not be

  Business Response

  Date: 03/03/2023

  Hi ****,

  We allow creating multiple accounts so that customers can keep their data separate for privacy reasons. For instance, a Personal account separate from a Corp managed account can be used for sending private documents not relevant to the company. On looking at the account history, we see that your personal account *************** was opened in 2020 while the Corp managed account was opened several years before that. 

  The personal account was on an annual plan and in October 2021 we received a request from you to convert this to a monthly plan. The plan was changed to monthly and we had given you a prorated refund for $217.30 since the annual plan was cancelled.

  Monthly plans are not eligible for a refund per our T&C (*****************************************************************************************************************************************************************************************************). We also see that the account has been actively used every month since it was created.

  We will thereby not be able to offer you a refund but can help you with closing this account and downgrading it to a Freemium plan. Please let us know if you would like to proceed with it and I can ask our Support team to help you with the process in the case which is already open -- 11239167.

  Best,

  Karan

• Initial Complaint

  Date:02/20/2023

  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 was charged a monthly fee when I didn't sign up monthly. I was told I would be given a full refund (I have the email to prove it), then they dropped by refund. The employees hung up on me when I tried to call back to get a refund. Their online services trick customers to upgrade services and then don't offer the services that you pay for. I'm owed $577.80 for services I didn't use or sign up for, and they continue to charge me more money when I asked to cancel all services two months ago. I am having to cancel my debit card in order to stop them from charging me. The employees of Docusign have pretended to open up refund cases and then drop the case without notice.

  Business Response

  Date: 02/23/2023

  Hi *****,

  Sorry for the delays with processing the refund. The refund request ****** was submitted on 02/21/2023 and it will ***** days to get credited to your Credit Card ending with ****. Please contact our support team and reference case number 11221847 if you don't see the credit in the next ***** days. 

  Best,

  Karan

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19436972
  
  I am rejecting this response because:
  

  I have received similar responses from Docusign on 4 different occasions stating that they have accepted my refund request and that they will be looking into it.  The problem is that they never follow through and return my money.  They make you wait a full month, with no further communication and then drop the refund request.

   

  I am not satisfied with this response, I reject this method of closure since there is no resolution, no refund, it is just another way of prolonging an inevitable lack of looking into the fact that they charged me for three similar services on the same day and continue to charge my credit card monthly when I have asked to cancel all services and refund my entire payments.  They are not giving me a refund at all.  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/03/2023

  Hi *****,

  I've attached a screenshot, which confirms that the refund amount of $595.74 for CC ending **** was processed by AMEX on 02/28/2023. As mentioned in my previous response, out of the total charge $2978.68, $2382.94 was already debited from DocuSign when a dispute was filed with AMEX for credit card ending with ****. With this latest refund we have completed refunded the charge on credit card ending with ****.

  The charge of $2978.68 on credit card ending with **** is valid and not eligible for refund since your contract is still active. Please let me know if you have any further queries. 

  Best,

  Karan

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19436972
  
  I am rejecting this response because:

  
  

  First of all, these account numbers are not my account.  I do not own an **************** CC.  My Bank RI account **** was charged $577.80.  I was approved to get my refund sent back to ACCOUNT NUMBER ENDING IN **** FOR $577.80.

  
  

  I have been given the run around for 3 months now starting on 1/4/23.  Docusign has sent me 17 emails telling me that they will refund my money but I never have received my refund. 

  
  

  I have reported this issue to the BBB and to my bank for fraudulent charges.  Docusign is under investigation.  I have closed my account back in January.  The facts that your company are stating about my refund, my CC number, the amount, and the refund are all untrue.  Your company should be ashamed of the lack of professionalism and the disregard of you charging me $577.80 without authorization.

  
  

  Please advise,

  
  

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

  Business Response

  Date: 03/14/2023

  Hi *****,

  I deeply apologize for providing incorrect details regarding your refund request in our last response. 

  I'm attaching 3 receipts which indicate that the refund was successfully processed on 02/21/23 linked to your Credit Card ending with ****. The total amount of $593.85 was split into 3 separate transactions for amounts $21.40, $128.40 and $444.05. 

  It usually takes around 10 to ********************************************************** your bank and we would suggest on sharing these transaction details with them if you still don't see the amount. 

  Please let us know if you need any further details from us. 

  Best,

  Karan

• Initial Complaint

  Date:02/18/2023

  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 cancelled my DocuSign account via the online platform on July 24 2022. My credit card continued to be automatically charged until Nov 24, 2022. I call DocuSign on 12/17/2022 to request again the account be cancelled and request a refund. A refund of $60 was promised by the agent with whom I spoke to and said the refund would be in 10 to 14 days. The $60 credit was never received. This was explained to DocuSign and they stated the $60 was processed and I needed to speak with my Credit Card. Spoke with the ******************* and a credit was never received from DocuSign. Surprised the cancel my account was not applied when it was submitted. Surprised $60 refund was never issued as promised. There is no telephone number available for Customer Support with ********************** and I can no longer log into my account to resolve this issue.

  Business Response

  Date: 02/27/2023

  Hi *****,

  Apologies for the experience you have had so far. We had promised a $60 refund and $15.90 was refunded on 12/20/2022 to credit card ending with ****. The remaining $45 amount was refunded today (02/27/2023) to the same credit card and it could take upto 5 days for it to get credited to your account. 

  We have also opened a new support case ******** and shared the above details. Please let us know if you have any questions. 

  Best,

  Karan

   

  Customer Answer

  Date: 03/01/2023

  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:02/16/2023

  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.

  Hello,I have responded kindly in attempts to settle this issue in a timely manner with little response from DocuSign. It is extremely clear and I have provided DocuSign with documentation that LKGLOBAL has been charged twice for our annual renewal in the amount of $2,978.68 . Once on the **** card ending in **** in October ************************************** **** in January 23.Due to a dispute I filed with **** in January, since DocuSign charged LKGLOBAL twice for the same expense, **** credited the card ending in **** $2,382.94 but LKGLOBAL is still due an additional credit of $595.74. I have provided DocuSign all the documentation from **************** to show the charges and credits above. I have been trying to resolve this issue for the last two months and DocuSign does not respond to my emails to provide me with a status of my refund.

  Business Response

  Date: 02/24/2023

  Hi ****,

  I just wanted to summarize the issue provide more context:

  1) Oct 2022 invoice was paid with incorrect CC on file (#****)

  2) Jan 2023 a request was submitted to refund incorrect CC ending with **** and to repay with correct CC ending ****

  3) A dispute was filed with AMEX and a refund of $2382.94 was issued by AMEX for CC ending with ****, which was debited from DocuSign

   

  At present we are working on the remaining refund of $595.74 for CC ending with **** and our Collections team will circle back with you next week and provide an update on the **** Please note that the $2978.68 charge on CC ending with **** is valid since the contract is still active. 

   

  Best,

  Karan

  Customer Answer

  Date: 02/26/2023

   
  Complaint: 19416496
  
  I am rejecting this response because:
  

  This matter with DocuSign will be closed when the refund in the amount of $595.74 is paid in full, which it has not.  I was told in mid January that DocuSign was working on processing our credit.  Unfortunately, I have been sent several emails asking Docusign to provide me with a refund status to which they have chosen to not respond to.  So telling me that they are working on processing this refund and that they will circle back to me to provide me an ETA is not acceptable.  

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

• Initial Complaint

  Date:02/09/2023

  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 continues to send me invoices for a product that I have never used and have tried calling and sending emails (probably at least 10 emails and as many voicemails) to notify them that I do not have this service and am not using this service. I have asked them to cancel whatever it is that they think I am using, but they never respond and just keep sending me invoices. No one responds to my emails, and no one answers the phone number I have been given. The person who the emails comes from is *********************** ************. I have sent many emails to **************************************** At one point, I received an email from ***************************************** I have emailed both of them and tried to call that number, but no one will ever answer or respond to me. I cannot reach anyone. They just keep sending me overdue invoices for something I do not use and have never used.

  Business Response

  Date: 02/13/2023

  Hi *******, 

  Unfortunately, this complaint is not something that can be handled in this particular forum. As this is in regards to a signed contract on a commercial account, any dispute or request for exception should be discussed with your account executive. In addition to emailing the people you already listed, you can email **********************************. 
  
  Regards, 
  *****
  
  

• Initial Complaint

  Date:01/27/2023

  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 had changed my monthly plan to a plan for $45 a month for additional features. Within that same month I reached out to DocuSign to adjust my plan back to the standard as I realized I wasnt actually going to need the additional features. It took them so long to get back to me that I was not only charged $45 for one month, but I was then charged $45 for the next month. Mind you, I reached out to them at least three times in the first month. In short, the company still owes me $60 in refund money and every time I would email or reach out, it would bounce or no one would answer, or they would transfer the complaint to a different employee! At one point they told me I was given a $2 credit as my refund. Almost 9 days ago now I was promised my $60 refund as well as to cancel my plan entirely due to their service. They have done neither. To be clear, there is an option to cancel my plan entirely on my own, but customers do NOT have access to switching their monthly plan on their own from the more expensive plan to the lesser one, let alone receiving a refund. They just stole $60 from me because they could. I am more than happy to provide proof if necessary.

  Business Response

  Date: 02/03/2023

  Hi ******, 
  
  I see you were in contact with our support team (case# ********) and we processed a refund of $60 as requested. The refund was complete on Jan. 29 and it usually takes 3-5 business days to see the funds available to you. Please verify you see them early next week. I can also confirm your account has been changed back to the Personal plan. My apologies for the inconvenience and the time it has taken to get this done. 
  
  Regards,
  *****
  
  

• Initial Complaint

  Date:01/24/2023

  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.

  Case #: ******** Account #: ************ Subject: Envelope allowance. In 2022, I used Docusign over 200 times for new business signatures. I have been on the same plan since I signed up with this company. On January 24th, 2023 I received a notice that I have hit my "Monthly Envelope allowance with 10 Envelopes" I have never received this notice before, even though I send around 20 documents a month for my business. I also had the same service in 2021, with 0 issues. Now I am told I am allowed a maximum of 10 a month for $45.00 a month, while I can get 5 for $10 a month on a personal plan. This seems to be fraudulent practice, and I would request that someone review the change in limits placed on accounts in 2023. I was told by the **************** rep I spoke with that I have been "Getting away with it" and it has ALWAYS been like this, and it's not new. I would like a phone call from management explaining WHEN this change occurred, WHY it's 4.5x the cost for 2x envelopes on my account.

  Business Response

  Date: 01/26/2023

  Hi *****, 
  
  I will be sure a manager reaches out to explain the differences in plans and cost. The Personal plan is $10 per month only if you pay the full year up front ($120), otherwise it is $15 per month. If you compare the plan you are on (Standard) vs. Personal, you will see there are several features that you do not get on the Personal that you may be using currently. Please see our Plans and Pricing page for details: 
  
  *********************************************************
  
  Again, I will be sure a manager reaches out to you to explain any specific questions you may have. 
  
  Regards,
  *****