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:11/21/2022

  Type:Sales and Advertising 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 Support Case: ******** I paid $268.06 on July 13, 2021 for my annual subscription related to my business email address through my business debit card. During the same time oeriod Docusign also charged me an average of $45+ Per month for the past 16 months for a second account related the same email address which i had already gotten an annual subscription for. I had no idea about the existence of the second account nor did i have any access to it. Whenever I logged into docusign using this email it only logged me into the account i had knowingly gotten an annual subscription to. Not like i can sign in differently into separate accounts using the same email address.I have provided proof multiple times via email to docusign customer support of the following:1. File consisting of all the excess charges for an unauthorized account related to an email address i already had a yearly subscription and downgraded to free after end of subscription. All these added up to $720+. Docusign manager apparently out of courtesy can only refund me $490 of the money they wrongly charged me.2. They keep asking me for confirmation that i would not dispute the charges in order to confirm that they will refund me. And i have confirmed over 4 times that I would not disput anything if they refund me the due amount.3. I had a legal name change during the previous year. Both my current account name and the personal credit card which was charged in excess is reflective of the update. Provided proof multiple time to docusign support. They keep asking me to change my name back to previous one over and over again.Everytime I am emailing, a different docusign customer service seems to reply with the request for the same old information i mentioned above as if they have no idea about the case log. Just creating more difficulties and harassment to get my money. So far about 7 different docusign agents have handle my case and repeatedly asked me the same info over and over again.

  Business Response

  Date: 11/30/2022

  Hi *******,
  
  I apologize for the mishandling of your case. I have reached out to leadership to ensure we get a senior expert to expedite your refund for the duplicate account. Again, I am sorry for the frustration this is causing. 
  
  Thanks, 
  **********;
  
  

• Initial Complaint

  Date:11/02/2022

  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 have a small business and had signed up with Docusign. I realized they were charging me for 5 users and contacted them. They changed this on 07/07/2022 to 1 user since it is just me. I had a renewal notice. The page showed $300 for two years and one user. I screenshot all of the information. I clicked renew, gave the credit card information. Then received an invoice that $1,500.00 was charged to my card for 5 users. I contacted them the afternoon of October 31, 2022 within **** minutes of the payment for them to cancel the payment. The lady assured me I would have my money in my account withing ***** hrs. and that she would send me an email and I had her word. November 2, 2022, my money is not in my account and no email. I called again and this time the agent was kind. He changed my account to free trial until they could refund the money. He wanted me to sign a document that I WOULD NOT DISPUTE THE AMOUNT TO MY BANK. I would not sign this due and instead sent that I would not dispute the $1,500.00 being deposited back to my account. He says ***** days before I get my money. I am reall afraid I have lost my money. It didn't take them **** minutes to take my money but ***** days to get my money. The other thing is it is fraudulent activity to show the 2 years for $300.00, show 1 user and then bill someone for 5 users and $1,500.00. I want a refund immediately as well as compensation for overdraft fees and my trouble since I was expecting $300.00 to be deducted, not $1,500.00. This is their mistake.

  Business Response

  Date: 11/08/2022

  *************,
  
  I apologize for the delay in processing your refund. I found your case and the communication with *****. I have reached out to his leaders to have him follow up and expedite your refund. 
  
  Best regards,
  **********;
  
  

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18348987
  
  I am rejecting this response because they are wanting me to agree to not dispute with the bank when they issue a refund.  They are not saying they are refunding my $1,500.00.  If they do not put the $1,500.00 in the form I will not sign.  The way they want it they could only issue me $100.00 and I could not say anything.  I will be getting in touch with my attorney.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/18/2022

  *************,
  
  I am a manager with DocuSign Support and I can ensure that you will get your full refund of $1500 that you paid. I have reached out to expedite the processing of your refund and I will see to it that the full amount is processed correctly. 
  
  Best regards,
  **********;
  
  

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18348987
  
  I am rejecting this response because:  I will not accept anything less than my money being put back in my account.  This is unacceptable that you have used my money to operate on while I have had to put money into this business account to compensate for the $1,500.00 that you have kept. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/01/2022

  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 pre paid for a year of service to expire in Dec. a few months ago I called to add an email address or change and they said ok and they charged me for a second account when I specifically did not want a second account and NO where agreed to pay for a second account. they suspend my account and I called and they walked me through to delete the second account and I did. then they said they would reinstate my account and wipe away the charges within 24 hours. well its been a week and there is still charges and suspension.attached is email stating outcome before

  Business Response

  Date: 11/08/2022

  Hi ***, 
  
  I apologize for the delay in clearing the outstanding balance. I can see the case history where this was promised and not followed up on. I have reached out to ******** and now ****** leadership to clear the balance and reach out to you through the case. Please look for that within a day or so. 
  
  Regards, 
  *****
  
  

• Initial Complaint

  Date:10/22/2022

  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 have several unauthorized charges from this company. I'm requesting a full refund.

  Business Response

  Date: 10/27/2022

  Hi Mo, 
  
  I apologize for any inconvenience this may have caused. The only account I can find under this email address is related to ****** Play, and as such, I cannot see any billing information at all. When signing up through one of the app stores, all billing is handled through them. All subscriptions are subject to auto renewal, and to cancel your subscription, you would manage it through ****** Play: 
  
  https://support.docusign.com/s/articles/Cancelling-your-DocuSign-subscription-through-******-Play?language=en_US
  
  It looks like you have already canceled your subscription through the app at this time. I hope this helps. 
  
  Best regards,
  *****
  
  

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18299808
  
  I am rejecting this response because: I have made several attempts to contact this company and have also requested they stop making unauthorized charges to my account. I have not utilized any service to pay for a subscription fee with this company and I'm further prepared to take legal action against this company if all charges have not been refunded within 72hrs. Thanks again,

   

  **************;

  President/CEO 

  ******************* 

   

  ****************** 

  ********************* 
  
  
  

  Business Response

  Date: 11/03/2022

  Hi Mo, 
  
  Again, the only account I found was related to one setup through ****** Play. If you are still being charged, please provide another email address, or the following information: 
  
  First name and last name
  First name and last name on card (if different)
  Billing address
  All alternate email addresses
  Business name
  Exact date of charge
  Exact amount of charge
  If CC:
  First 6 of CC
  Last 4 of CC
  Type of card (e.g.Visa)
  If PayPal:
  PayPal email address
  
  I want to get this resolved for you. 
  
  Regards,
  *****
  
  

• Initial Complaint

  Date:10/09/2022

  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.

  October 9, 2022. We have cancelled our subscription with docusign about 2- 3 months ago and have spoken to multiple agents. We have not used docusign in over 2 months and we received a charge of $300 in our account. Docusign should not be charging suddenly from any businesses. We need the refund as soon as possible.

  Business Response

  Date: 10/14/2022

  Hi *******, 
  
  I see you contacted Customer Support on 10/9 and a refund was processed at that time. Your subscription was also canceled, so you wont renew going forward. I trust this resolves your issue. 
  
  Regards,
  *****
  
  

• Initial Complaint

  Date:09/23/2022

  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.

  Purchased DocuSign July 2021, it renewed July 29, 2022. The DocuSign account auto-billed to my credit card and was tied to a previous email address. I can't unlock the account because the notice to unlock the account goes to an old email. In trying to resolve the matter--multiple emails have gone back and forth because I can't reach anyone on the phone. They are asking for the expiration date on the card I used to renew the account. The card expired last month so the dates don't match. I have tried to explain it multiple times to *** at DocuSign. i want to cancel the service and get a full refund. I don't want to deal with a company that I can't speak with.

  Business Response

  Date: 10/01/2022

  Hi ********, 
  
  I apologize for the troubles youve had with our Support team. Im not sure where the disconnect is as I see the updated card information in our system. We use updating services provided by the various financial institutions to make sure we always have the most up to date information, and yours seems to have been updated. 
  
  Regardless, your email indicates that you disputed the charge with AMEX, in which case this becomes moot. You will get your payment back via the dispute process, and the account and card will be closed on our side so as not to be charged again. 
  
  If you still want to talk to someone, we have support available 24x7 and the phone numbers are published on our support site. As you are in North America, you can call ************** at your convenience. 
  
  Regards,
  *****
  
  

  Customer Answer

  Date: 10/03/2022

  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 will add that they NEVER communicated to me that they had updated credit card info. They kept asking me to send them info from an expired card. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/18/2022

  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.

  Hello, I cancelled my docusign subscription in the first week of August as I no longer need it. I received an email saying my subscription was cancelled, but since then I've now been charged $50 twice to my credit card. This amount is actually more than what I was paying when I had the subscription ($40) per month. I've sent a couple emails after the first withdrawal and haven't received any response back from them yet. This is especially frustrating because I'm currently traveling in Europe and cannot use my phone to call them about this. I would like someone to help me so I can finally have my subscription cancelled and payment withdrawals stopped, and I want a refund of $100 for the 2 payments they've taken. I'm not in any sort of contract with them, so I shouldn't have to keep paying for this.If someone can please get back to via email it would be greatly appreciated.

  Business Response

  Date: 09/27/2022

  Hi *****, 
  
  You reached out to have account 38707559-na2 closed and I can confirm it was closed at that time. The issue stems from you having a second account that is your paid account. That one continued to charge you, however rather than attempting to contact us by phone, chat, or case, you continued to email on your closed case, so nobody was aware that you were trying to reach back out. Your choice of vulgar language was highly inappropriate and unprofessional. Please rethink how you interact with customer support representatives in the future. Regardless, I will provide a full refund for the charges incurred since your original contact. 
  
  Regards,
  *****
  
  

• Initial Complaint

  Date:09/13/2022

  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 am a real estate Broker, who signed up to use docusign to do a transaction.I accidentally signed up for a year, although it was only a 30 day transaction..After about 60 days, I called to be refunded for the rest of the amount that I had paid.They referred me to the questions & answer page of their website...Their refund policy is clearly hidden from public view, and should be in a straight forward location,on their site.. They clearly have hidden this information from the public..Thank you for calling this deceptive practice to their attention, and have them refund the $200 that they owe..team ******* ************************* ************

  Business Response

  Date: 09/20/2022

  Hi *****, 
  
  Thank you for reaching out. Our refund policy is clearly posted on our product page in the Frequently Asked Questions, not hidden at all. That said, I am willing to make an exception in this case. I have started the refund process to provide $200. You should see the funds returned to you within 3-5 business days. 
  
  Regards,
  *****
  
  

• Initial Complaint

  Date:08/21/2022

  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 subscribed to a free trial with Docusign, after the trial period was up I cancelled my subscription. I never use it after Jan. 2021. I noticed recently August 2022, that my credit card was being charged monthly for the service. I contacted the company and they stated that they would refund a portion but I needed to sign a document that I would not dispute the charges with my credit card holder. I think that's ethical for a company to take away my rights to dispute any allegations about them.

  Business Response

  Date: 08/26/2022

  Hi ******, 
  
  Im sorry for the experience you had with our support team. When you contacted us, it looks like we were waiting on a response from you about not disputing the charges. As you ended up disputing the charges, you got your last several payments back, but unfortunately that causes your payment method to be closed in our system so no additional refund can be provided. 
  
  Best regards,
  *****
  
  

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17707999
  
  I am rejecting this response because: Docusign offered me a refund of two payments once I signed a statement to not contest the issue with my credit card company. They gave me an ultimatum. It was never a conversation about negotiations. This company has a history of overcharging customers and them pressuring them into a take it nor leave it situation.

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

  Business Response

  Date: 09/01/2022

  Hi ******, 
  
  As mentioned, you actually received the last 4 payments back by disputing the charges, covering the following invoices: 
  
  INV33049411 - May 4, 2022
  INV33761094 - June 3, 2022
  INV34468607 - July 3, 2022
  INV35186646 - Aug 3, 2022
  
  Your account has been active and you have had access to DocuSign services since the inception of your subscription, and there hasnt been any attempt by you to cancel the subscription. Monthly subscriptions are not eligible for any refund, so anything offered would have been an exception to policy. Again, as you disputed the charge, your payment method was closed on our side and no additional refund can be provided. Your subscription was also canceled at that time so you wont be charged any longer. 
  
  Regards,
  *****
  
  

• Initial Complaint

  Date:07/28/2022

  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 have a small business and I signed up for the yearly subscription with DocuSign. Over that year, I would a different way to get my paperwork signed. I allowed my year subscription to expire due to that fact. However, I was still charged $300 even though I cancelled my subscription. I went a head a filed a case with them on June 7th, 2022. That case number was ********. They stated that they would refund the money to me and it would take ***** business days. On July 22nd, I emailed them back notifying that the charge did not come in. I was told that the case was closed and I would need to start a new case. I tried doing that, but I can't because my account was closed and you need an account to file a case. I followed all of the links they sent and can't get a hold of any one.

  Business Response

  Date: 07/28/2022

  Hi *******, 
  
  My apologies for the troubles youve been having. I found your case and the refund - the refund was approved and fully processed by 6/18 (screenshot attached). Assuming 3-5 business days processing by your bank, you should have seen the funds by the 24th or 27th of June at the latest. 
  
  If you still need to contact Support, as you noted, you wont be able to create a new case from your closed account, but Support is always available by phone 24x7 at **************. We also have chat available from 7am - 8pm CT. You can also create a case or request a callback - please go to support.docusign.com and select Get Support at the top to see all your options. 
  
  Regards,
  *****