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:01/24/2023

  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.

  We canceled our account back in November 2020 Attached is when we got ahold of them in march 2021 when they were supposed to give us a refund for the amount charged at that time: $650.40 They claimed the account was closed and a refund would be issued that never came through.Then they charged us 2021 $651.00 Then they charged us again 2022 $651.00 We need to be refunded for all of these charges.

  Business Response

  Date: 02/01/2023

  Hi ******, 
  
  I apologize for the issues with your account and the charges stemming from what was clearly our mistake. The refund has already been fully processed on our side and the funds should be available with your financial institution in the next few days. If you dont see it by the end of the week, please reach out to your financial institution. 
  
  Regards, 
  *****
  
  

  Customer Answer

  Date: 02/03/2023

  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:01/07/2023

  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.

  9/06/22, 10/06/22, 11/06/22:I contacted Docusign via telephone to report issues with the account not working when I initially reactivated it; I had numerous issues with the software not working. Therefore, I was told by Anythony (I have emails to prove all of this) that I would receive a full refund since he could see that I was never able to use the account since I had reactivated it back on 9/06/22. ******* told me I would receive a full refunded for all charges from 9/06/22. In addition, Docusign keep charging my credit card even after the plan had been canceled and changed back to a FREE account. I contacted Docusign again to get those fees refunded for 10/06/22 ($65.00)and 11/06/22 ($65.00), as well as the refund for 9/06/22 ($68.90) because it was never refunded, as I was promised. I finally received refunds in the amount of $130.00 (on 11/07/22) and $65.00 (on 11/08/22) for the initial charge and the erroneous charges on my credit card. I was then reassured that my credit card would no longer be billed and that it was removed by Docusigns billing department. As an aside, I have no way of deleting the credit card on file because Docusign doesnt allow the consumer any options to delete credit cards from their account. Once a credit card is entered only the last 4 digits on the card is visible and doesnt allow you to delete the credit card. You can only change the credit card on file, so I was never able to delete it myself. In addition, I never received the full refund that I was promised for 9/06/22. I was charged $68.90, but I only received a partial refund of $65.00. Docusign stills owes me $3.90 which ******* had approved to be refunded. To date, I never received it. After reassurance that I would no longer be billed and my credit card being charged erroneously would never happen again, I just discovered 2 more charges from Docusign on 12/06/22 ($65.00) and 1/06/23 ($65.00). I expect a full refund of $133.90 immediately. The account is closed!

  Business Response

  Date: 01/13/2023

  Hi ********, 
  
  I apologize for the issues with your account cancellation and refund. It looks like you have been in contact with our support team and the refund is being processed and expedited. I will be sure to follow your refund to make sure it processes properly and the subscription is canceled. Again, I am very sorry for any inconvenience this has caused. 
  
  Regards, 
  *****
  
  

  Customer Answer

  Date: 01/14/2023

  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- as long as Docusign follows through with what theyve promised. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/05/2023

  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.

  Docusign used deceptive business practices offering an esignature solution for seven users for $224.63 per month and restricted sending esignatures after they reached 100 documents sent per user account. We resold the product through our partnership with ****** Micro and Docusign. The client paid for services and was then restricted via account suspension from using for over a week and a half. Docusigns provided solution was for the client to pay $17498.40 for **** envelopes to have the account suspension lifted and begin using e-signature services again. Because the client is a law firm and needed to retain the data we reluctantly paid the $17498.40 to Docusign through ****** Micro via credit card on 12/30/2022 and services were still not restored 6 days later on 01/04/2023. We have since cancelled services, filed a credit card dispute and were instructed over the phone that our monies would not be returned by Docusign.Docusign representatives involved - ***************************, *************************

  Business Response

  Date: 01/13/2023

  Hi ***, 
  
  There is nothing deceptive about DocuSigns business practices. It is stated clearly on our website as well as marketplace for ****** Micro that there is a 100 envelope per seat limit on seat based plans: 
  
  ********************************************************************************************;
  
  **************************************************************;
  
  Your customer was in excess of that limit and it was determined in conjunction with all parties that the most cost effective course of action would be to convert to an envelope-based purchase order plan. 
  
  Your client has seemingly indicated that they still want to use DocuSign in this manner and has already activated the new envelope-based account. If you have any additional questions or concerns, please reach out to ****** Micro. If your client has any questions or concerns, please have them reach out to our support team by creating a case on the DocuSign Support Center. 
  
  Regards,
  *****
  
  

• Initial Complaint

  Date:12/20/2022

  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 auto renewed without my permission or knowledge and charged my credit card $300. Would not cancel, furnish receipt, respond to chat, respond to email, or call after I submitted online request for them to call and I furnished my phone number. They don't have a phone number on their website. I want the$300 charge refunded and future autorenewals cancelled.

  Business Response

  Date: 12/27/2022

  Hi *****, 
  
  I see you have been in contact with our support team and the refund process has started. Our service is a subscription-based service that auto-renews unless you cancel in Settings -> Plan Change. We typically send an email a month before renewal as a reminder, but it would appear that didnt happen with your account. I apologize for the inconvenience it has caused. 
  We have contact methods you indicated, by creating a case or by chatting in, but we also have our phone numbers published on our support site: 
  
  North America
  **************
  
  *********
  ****************
  
  **************
  ****************
  
  ******
  *************** (09:00 - 17:00 CET/CEST)
  
  ******
  **************** (08:00 - 19:00 BRT/BRST)
  
  *******
  **************** (09:00 - 17:00 CET/CEST)
  
  ***********
  *************** (09:00 - 17:00 CET/CEST)
  
  I will follow your refund request to make sure it processes correctly and timely. 
  
  Regards, 
  *****
  
  

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18615008
  
  I am rejecting this response because:

  1) I don't understand the response. There were instructions on how to cancel autorenew, but I followed them and the "change plan" button is greyed out and when I/user to click on it, nothing happens. In the response, docusign furnished a phone number but I already chatted with a rep who could not handle the problem. Are they going to refund me? My credit card has not been credited as of this morning. I am confused about what is supposed to happen next. Why did they furnish instructions on how to cancel after the attached message was sent to me? Which message applies?

  2) I was never furnished with a receipt, which I must present to Exponent's accounting department by tomorrow, the end of our fiscal month and fiscal year. I have never had a charge from a vendor who neglected to furnish one.  I requested it last week.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/13/2023

  Hi *****, 
  
  As previously indicated, your refund processed fully and your account was closed. The refund processed on our side on 12/29 to your Mastercard ending in **** (screenshot attached) and generally takes 3-5 business days to be available, depending on your financial institution. Please follow up with your card issuer if you continue to have problems. 
  
  Regards,
  *****
  
  

• Initial Complaint

  Date:12/12/2022

  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 contacted Docusign on 11-28-2022 for a refund to a subscription to a service that I do not use. Case # ******** They charged my amount $240 for the past 2 years. I requested a refund which they agreed to process. I look at my account and realized they never credited me back. I sent an email still no credit back. I called customer service held for 1hr for a supervisor called back got ******* who was extremely rude. The worst customer service I have ever experienced. Still waiting on a refund.

  Business Response

  Date: 12/15/2022

  Hi *****,
  
  I can confirm that your account has been closed and you were refunded on 12/12. This is within the ***** business day expectation the support expert should have set when you originally contacted us on 11/28. If they didnt let you know, I apologize. In any case, your subscription is canceled and you wont be charged again. Apologies for any inconvenience this has caused. 
  
  Regards,
  *****
  
  

  Customer Answer

  Date: 01/17/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  From: *********************** <**********************>
  Sent: Sunday, January 15, 2023 8:27 PM
  To: info <************************************>
  Subject: Fwd: You have a New Message from BBB **********************************************************************************************, Complaint #********

   

  it is January 15th I have yet to receive a refund from this company. They lied and said I was issued a refund. I still have not received a refund. What is the next step?

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

  Please provide proof of the refund.

  Business Response

  Date: 01/19/2023

  Hi *****, 
  
  Your refund was processed back to your PayPal on 12/13/22. Please see the attached screenshot for evidence. You will need to look in your PayPal account to verify as PayPal doesnt necessarily automatically transfer the money to your associated bank account. 
  
  Thank you,
  *****
  
  

• Initial Complaint

  Date:12/08/2022

  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.

  on 10/16 I saw a charge of $480 posted to my credit card. It turns out is associated with an account at a former company I no longer work for. I never logged in to that account, as in fact I no longer have access to the email address associated with it. I opened a case with them as requested and they said they would process the refund and send me confirmation. They never did that. I asked repeatedly for an update and was sent this: Hello, Thank you for contacting DocuSign Support. Your request is important to us. The case you have replied to for assistance has been closed. You will need to open a new case with our Support Team for assistance. If your reply is in regard to the same issue, please reference Case #********. This company clearly is trying to make this process so difficult in order to keep money for a service I didn't want and couldn't access even if i wanted to. Most customer service organizations care and get the job done, this one doesn't. I had to call my credit credit company to dispute the transaction. There are other companies that offer this same service and I will be using those.

  Business Response

  Date: 12/09/2022

  Hi ********, 
  
  I apologize for the mishandling of your case and issues with the refund that was promised. As you state that you already disputed the charge with your credit card, no other action is needed on your part. Again, I am very sorry for the inconvenience this has caused you. 
  
  Regards,
  *****
  
  

• Initial Complaint

  Date:12/02/2022

  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 charged me ****** dollars for a service I did not request and a service I did not receive. I also did not receive an explanation of charges. When I contacted them I was passed around on the phone to a few different numbers and then finally asked to answer specific information unrelated to my refund request by at least 2 different emails over the course of a week. I have not received the requested refund and that is all I want. Im tired of the run around and poor customer service. I dont understand how they can just charge me for something I have not requested.

  Business Response

  Date: 12/08/2022

  Hi *******, 
  
  Based on your most recent email with our support team, you have already received your funds back through the dispute process with your financial institution. No other action is needed. 
  
  Regards, 
  *****
  
  

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18513711
  
  I am rejecting this response because:

  You have not cancelled my account and removed my credit card information from your database to insure I am not improperly charged again in the future. Cancel my account and remove any of my information from your database and then we can discuss resolutionand seriously, on a side note maybe dont use such predatory unethical behavior when dealing with customers. I know that is probably too much to ask for a corporation that only cares about the bottom line and not their employees or customers but maybe try, just try to make the world a better place.

  
  Sincerely,
  
  *******

  Business Response

  Date: 12/15/2022

  Hi *******, 
  
  I can confirm your account is closed and your subscription has been canceled. Im sorry if you found our service "predatory" - it is a standard subscription service similar to most others in the Software as a Service space, much like ******* and others. Unless you contact us to cancel your subscription, we have no way of knowing that you wanted it canceled. Again, apologies for any inconvenience this has caused. 
  
  Regards,
  *****
  
  

• Initial Complaint

  Date:11/25/2022

  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 cancel my account 10/21 and the customer service tell me I will get my refund in 15 days. I reply to all the emails they send to me. Well is 11/25 and they say well the case is close and you didnt respond to our last email. Wtf?!!! They dont want to give my money back, the customer rep was very rude and say its all I can do. Ask to speak to a supervisor and she say we dont have any supervisor. Scam scam!! I need my money back a soonest possible. This company shouldnt be in business.

  Business Response

  Date: 12/02/2022

  Hello ******, 
  
  I am looking at your case history and I see that you contacted us and we canceled your account. You are well within the 30-day policy for a full refund, but no refund was processed. The support expert noted that the reason for this is that you were going to dispute the charge with your bank. If you can confirm that has not happened, I will see to it that the refund is processed expeditiously. 
  
  Best regards, 
  *****
  
  

• Initial Complaint

  Date:11/22/2022

  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.

  My office had individual annual DocuSign accounts for 7 employees. They were purchased in March of 2021. At the advice of DocuSign, we transitioned to a group account in October. They told us we would all the refunded the pro rata amount of our remaining individual accounts when we transitioned to the group account. That did not happen.I opened a support ticket in early November. It was closed due to no response; even though I responded. I opened antoher ticket. It came from a do not repsond e-mail address, so I could not respond to their requests. I opened another ticket. I was approved for a refund. Then they started asking repeatedly for infomation that they already have (address, cc information, authorization, etc.) I responded with all that information. I never got the refund. They stopped responding. I opened another ticket. Same exact scenario. Got approved for a refund, they stopped responding, no refund. I started calling their customer service line. About 50% of the time, I get disconnected. When I do stay connected, the customer service agent opens yet another ticket & the same scenario occurs of approval, questions, and then no response. Today, I called again twice. Both times, I was denied speaking to a supervisor. Both times, I was disconnected. I was on the line for over 1.5 hours with no solution. So I filed an Consumer Protection Complain with *** & this complaint with BBB. Any help is appreciated. I would like to be issued the refunds we are due.A copy of my most recent Support Case correspondence is attached.

  Business Response

  Date: 12/01/2022

  Hi *****, 
  
  I apologize for the delay in providing your refund, but as of yesterday it has fully processed. You should see the funds available to you in 3-5 business days, depending on your financial institution. 
  
  Regards, 
  *****
  
  

  Customer Answer

  Date: 12/02/2022

  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 just checked my **************** statement, and the credit has posted.  

  Thank you for offering a service that holds businesses accountable.

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

• Initial Complaint

  Date:11/21/2022

  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.

  On November 7th, our Business initiated the purchased of DocuSign Services via Online Chat. When received our email receipt, we noticed we were charged for 5 Users/Seats and not 1 User/Seat. We immediately notified ********************** via Online Chat the amount charged was incorrect, and requested a refund for the overcharge. We were told we would receive information within 24 hours regarding our refund. On November 16th, we realized that we had NOT received any information or our Refund. We contacted DocuSign again on November 16th, and requested our Refund. DocuSign apologized and said that their Representative had NOT started a "Case" for our Refund and a new "Case" would need to be started, filed, and then approved by their ****************** before we could receive our Refund. During this interaction, I was told I would receive email which required required me to agree to the following terms before my Case could be filed and I would receive information regarding our Refund within 2-3 days. The terms were:1. I agree the refund can be made using the same payment method that was originally billed. 2. I haven't filed or I will not file a chargeback/dispute. 3. I authorize to close the case (ticket) once the request is processed. I responded with Yes to the terms, and waited for an email indicating our Refund was processed. At 8:15pm on the same day, I received an email from a third Representative asking me to agree to their terms again which I responded at 9:15pm with Yes, again. Throughout these interactions with three different DocuSign Representatives, I was told the entire process would take ***** days.It has been ***** days without Resolution, and we would like to terminate DocuSign Services completely. We have NOT used any of the DocuSign Services since we have been disputing the overcharges from the first day we purchased their Services. Of course, we were informed that to request a Full Refund would require the filing of another Case.