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:05/13/2025

  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.

  This account was setup for use while I was at a different company using the then current work email address. I no longer have access to the email on file therefore I do not have access to login to the support website to cancel the service. I have attempted to contact customer service consistently over the last 2 years to no resolve by phone or by trying to reset my password online.The account has not been accessed in more than 2.5 years. I would like a refund for the past 2 years and for the autorenewal to be cancelled since I have not been able to contact a representative.

  Business Response

  Date: 05/14/2025

  Hello ******,
  
  Thank you for raising this issue to Docusign customer support through **********************.
  
  Upon investigating your account internally, I see that you initiated a chat on December 16th, 2022, requesting to change the email address on your account, as you lost access to the registered email address. ******* from Docusign customer support tried to help you recover access to your account, but your chat seems to have disconnected.
  
  Since you have been experiencing this issue for quite a long time and you have not been able to cancel your Docusign subscription, as you can no longer access your account, I filed a new customer support case on your behalf and currently working on getting a billing subject matter expert to investigate this issue. Please expect to hear back from a billing expert soon relating to your new case# ********.
  
  After you hear from the Docusign customer support team, if you have further inquiries I highly suggest that you work with them directly through the case.
  
  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:05/12/2025

  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 filing a complaint against DocuSign for deceptive billing practices, excessive charges, and refusal to issue a refund.I originally signed up for a free trial and later upgraded to a paid plan for one month. I was not aware that exceeding usage limits would result in $835.07 in overage fees ($7.80 per envelope) nor was this pricing clearly disclosed or communicated. I was also charged $68.90 for a subscription renewal I did not intend to authorize.When I discovered the charges, I canceled my account immediately and contacted DocuSign. They refused to refund me, citing internal policy, despite the fact that I was unaware I had incurred such extreme fees. Additionally, their system made it unnecessarily difficult to file a complaint they did not accept my email to billing support, and I had to watch a tutorial video just to figure out how to reach their dispute form.I have also filed a dispute with my credit card provider (***** Fargo), and I am requesting a full refund of $903.97. DocuSigns upgrade process, overage pricing, and complaint handling are misleading and deeply problematic from a consumer protection standpoint.

  Business Response

  Date: 05/13/2025

  Hello *******,
  
  Thank you for raising this issue to Docusign customer support through **********************.
  
  Upon investigating your account internally, we found the customer support case you created yesterday (May 12th) raising concerns about Docusigns account renewal process, envelope overage policy and the difficulty to dispute billing charges related to your subscription.
  
  Mounika from the customer support team has been in contact with you through your open case# ******** and I have now asked a billing subject matter expert to take over and answer any questions you may have around the charges incurred on your account since March, 2025, and to ensure the request to downgrade your account to a Free plan, which you initiated on May 10th, 2025, will be completed soon. This should stop incurring any further charges pertaining to renewing your Business Pro subscription.
  
  While a subject matter expert will be in touch soon, I wanted to set expectations regarding your subscription renewal and account overage fees. Unfortunately, the overage fees are non-refundable according to Docusigns Terms & Conditions, as you have consumed envelopes above your allowed monthly limit. For Business Pro - Monthly plan, the allowance is 10 envelopes per month per user. As for the most recent subscription renewal charge of USD *****, which you received in invoice# INV56735294, we most likely can get an approval from finance to issue a refund, as our records show that you have not sent any envelopes since your subscription was renewed on April 27th, 2025. However, as you filed a dispute with your credit card provider (***** Fargo), Docusign finance team has been notified and the billing expert will follow-up with you on the decision and next steps soon.
  
  You can read more about the renewal terms in DOCUSIGN SITES & SERVICES TERMS AND CONDITIONS: *****************************************************************, clause 4.4.2.  Renewals and 4.4.6. Recurring Charges. For overages you can review clause 4.4.4.  Overages, 4.4.6. Recurring Charges and 4.4.9. Billing Cycles.
  
  For any further inquiries we highly suggest that you work directly with the assigned expert on your open case.
  
  Best Regards,
  Docusign Customer Support

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23321425
  
  I am rejecting this response because:

  It does not address my full refund request. DocuSign charged me $903.97 including $835.07 in overage fees and $68.90 for a renewal I did not knowingly authorize. I canceled the account immediately after noticing the unauthorized renewal charge on my credit card, yet DocuSign still processed the payment.

  DocuSign has received multiple similar complaints, and this appears to be a broader issue. I have filed formal complaints with the ****, the Pennsylvania Attorney General, and the BBB, all of which will remain open until I receive a full refund. I will not settle for partial reimbursement.

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

  Business Response

  Date: 05/14/2025

  Hi *******,

  Following up on your open customer support case# ********, I can see that your request for a refund of $903.97 has been approved by **************************** As ***** and Rozza explained in writing, Docusign needs a confirmation from you of the dispute reversal from your bank to make sure finance won't be processing duplicate refunds. As soon as you respond to Support by email with confirmation, they will initiate the refund process and will keep you posted as soon as it's completed.

  We are glad that the matter is on the way to be resolved, in the meantime if you have further inquiries please continue to work with Docusign customer support through the case.
  
  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:05/08/2025

  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.

  Hi BBB, I am writing to formally express my dissatisfaction with the way DocuSign has rejected my recent subscription renewal refund request. Please review the evidence and explanation below: First, Misleading Subscription Banner Prior to April 30th, when I logged into my account, I saw a banner stating:Your subscription cancellation will take effect on 4/30/2025. To keep your subscription, undo cancellation. I thought the cancellation request has been done.However, on April 30th, I was charged for a renewal, and the banner was updated to:Your subscription cancellation will take effect on 4/30/2026. This change was made after the charge occurred, and I find this messaging to be misleading and contrary to what was originally communicated. It suggests that DocuSign did not honor its prior statement regarding the cancellation. In addition, the Manage Subscription Details feature was not available on my end, making it impossible for me to make any changes or independently confirm the cancellation status. This further demonstrates that the banner information was completely misleading and that DocuSign system may have been experiencing a technical glitch at the time. Second, Inaccessible Cancellation Option As I mentioned above, the cancellation option within the account has been consistently greyed out, leaving me unable to manage their own subscriptions through the portal. DocuSign website indicates that users can cancel online, yet in reality, it forces them to contact customer supportan unfair and obstructive process that limits consumer rights. Third, Timely Refund Request with No Usage I requested a refund and cancellation of the renewal within an hour of receiving the transaction notification. During this time, I did not use any part of the service or send any envelopes. Given the immediate action on my part and the fact that no service was consumed, I believe my refund request is completely reasonable. Best,***

  Business Response

  Date: 05/08/2025

  Hello Qiyan,
  
  Thank you for raising this issue to Docusign customer support team through **********************.
  
  Upon investigating your account internally, we found the customer support case you created on May 1st, 2025, asking to cancel your plan and issue a refund. Nemturi from the customer support team has been assisting you with your case# ******** and to ensure your request is looked at by a subject matter expert we escalated your case to the billing support team.
  
  I can see that ******, a billing subject matter expert, sent you an email moments ago through the case confirming that your request to downgrade your account and process a refund of CAD ****** (USD ******) pertaining to invoice# INV56822416 for the most recent subscription renewal charges is in process.
  
  While customer support team is actively engaged on your case, for any further inquiries we highly suggest that you work directly with Docusign through the case.
  
  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:05/06/2025

  Type:Order 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 would like to dispute a charge with Docusign. First, I signed up for a free trial and was charged $65. Next, I was charged $210.60 and I'm not sure why. I already cancelled my account and they have no phone number to call if you have cancelled your account. I really just want the $210.60 back. I am the President of the *** and signed up for the account on behalf of that organization. I'm not sure why I was charged so much. At most I thought I would be charged $65, however, I cancelled my account within 30 days, so I shouldn't even be charged that much. My account was under ********************************

  Business Response

  Date: 05/07/2025

  Hi *****,
  
  Thank you for reaching out regarding your concerns about the $210.60 additional charges. We have thoroughly reviewed your account details. The charges that you are referring to are due to overage charges related to sending extra envelopes over your allowed envelopes limit. Your monthly Business Pro plan comes with a limit of 10 envelopes per month. It seems you had sent 27 extra envelopes over your allowed limit during the period from 03/24/2025 - 04/23/2025 when you subscription was still active. Please see the attached invoice INV56677218 for your reference. 
  
  As per the terms and conditions which you agreed to upon subscribing to our service these overage charges are valid. Please refer ***************************************************************** -
  
  "4.4.4.  Overages.  We may charge overage fees for use or access of the Docusign Service when your use and/or access exceeds entitlement units purchased with your Subscription Plan. For any usage-based Subscription Plan you purchase, you will be invoiced on a monthly basis for any usage over the purchased entitlement units (Overage), if any, incurred during the preceding month.".
  
  Please also refer -
  
  *************************************************************************************************************
  
  Unfortunately the overage charges can't be refunded because the charges are valid and in accordance with our updated policies.

  The 30-day refund request window applies to the initial term of annual plans only. Month-to-month plans are not eligible for refunds. Please refer -

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

  I can confirm that your account is already cancelled on our side so you will not incur any additional charges in the future. 
  
  We understand that this may not be the outcome you were hoping for; however, our decision remains final. 
  
  Thanks for your understanding.
  
  Best regards,
  
  DocuSign Customer Service

• Initial Complaint

  Date:05/05/2025

  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.

  I have had a DocuSign account for a few years. I have not used the account in several months as my business needs have changed. I never received a notification of renewal and then on 5/1/2025, I had a charge for renewal of my account. I had requested to ****** my account and issue a refund. They have refused because it has been more than 30 days since I opened the account.Also, they processed the payment on a credit card that has been cancelled. The new card was not even on file with DocuSign. Attached is a screen shot from DocuSign saying my card had expired and a screen shot of the old card information, but they were still able to process the renewal.I should have be forced to continue to pay for service that I have no intentions on using any longer.

  Business Response

  Date: 05/06/2025

  Hello *******,
  
  Thank you for raising this issue to Docusign customer support team through **********************.
  
  Upon investigating your account internally, we found the customer support case you created on May 5th asking to cancel your plan and issue a refund. Heaven from the customer support team has been assisting you with your case# ******** and to ensure your request for a refund is looked at by a subject matter expert we just escalated your case to the billing support team.
  
  Please expect to hear back from a billing subject matter expert shortly through the case to clarify the circumstances around your refund and to assist you with cancelling your subscription with Docusign. In the meantime, for any further inquiries I highly suggest that you work directly with Docusign customer support through the case.
  
  Best Regards,
  Docusign Customer Support

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:05/05/2025

  Type:Customer Service 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 upgraded my plan without my knowledge or consent, and drafted $653.25 from my account. They have no customer support number or email. I spoke to a sales *** that said a case has been opened, but that was a lie. She referred me to a person that she said would help me, but that person (**** ****: ************************************* said that my only recourse was to open a case by following the link he provided. That link only went to an FAQ page. The link to open a case takes me to a login page that does not allow me to log in, and instructs me to contact customer support, which I can't do without opening a case, which I can't do because I can't log in. My credentials work to log in to my account, but not to start a case. This is deliberate. I tried to post to the support community and got an error (404) message after logging in. There is no way to actually open a case or access support.Pertinent details:*Account number on the invoice: ********* (This is NOT my account number.)*Email on the invoice: ***************************** (This is NOT my email address. This address has NOT been in use SINCE 2017.)*DocuSign added a user to my account without my knowledge or consent. This person has not been with us for over 2 years. The email they added to the account no longer exists.*Unable to open a case. Not allowed to log in.*Unable to post to community. Not allowed to log in.*Unable to use the Support Chat feature. It does not allow you to type a message and closes the chat automatically.Seeking: Either a full refund, or to be downgraded to my original 1-member plan and be refunded the difference (50%).The only contacts I have at DocuSign: ****** *****, Docusign Market Development C: ************ E: *************************************** **** ****, DocuSignAccount Executive C: ************ E: ************************************

  Business Response

  Date: 05/05/2025

  Dear *******,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account details internally. I can see that you are already actively working with our support team in case# ********. I have escalated this support case internally to expedite it. Our support team will review this request as a priority and if there is any applicable refund they will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.
  
  We sincerely regret any frustration or inconvenience this situation may have caused. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************

• Initial Complaint

  Date:05/05/2025

  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 had been trying to cancel my subscription since January after I realized I still had it and was not actively using it. When trying to access the ***** portal to submit the request I was met with glitches and frozen screens. This also happened when I tried to submit a ticket. I do not have a PC just my smartphone. I emailed in to Docusign for help and asking to have the product canceled on 1/31/2025 after multiple failed attempts and never received a response. Last week realizing I am still being billed and still can not cancel I was able to submit a ticket finally. The *** ***lied after I submitted proof of my email in January stating I wasnt eligible for a refund and only sent instructions to cancel. I explained I have followed those steps and Everytime it glitches. My phone is up-to-date, iOS updated, cache cleared still no success. Id simply like to help canceling this service and a refund since February.

  Business Response

  Date: 05/05/2025

  Dear ******,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account details internally. I can see that you are already actively working with our support team in case# ********. I have escalated this support case internally to expedite it. Our support team will review this request as a priority and if there is any applicable refund they will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.
  
  We sincerely regret any frustration or inconvenience this situation may have caused. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************

• Initial Complaint

  Date:05/03/2025

  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.

  Subject: Urgent Complaint Forged Document Activity via DocuSign Using My Identity To Whom It May Concern:I am writing to report fraudulent activity involving DocuSign, in which documents and system reports have been sent using my personal identity and email without my consent or knowledge.On May 3, 2025, I received multiple emails from *********************************** titled:1.Envelope Status Report 2.Recipient Authentication Report ******** Subscription Confirmation All of these messages listed me ******* ******* ********************** as the sender and recipient, despite the fact that I did not initiate, authorize, or subscribe to these DocuSign services. This misuse of my identity raises serious concerns about the security of DocuSigns authentication and verification process.The documents or reports associated with these emails may involve forged or manipulated agreements falsely attributed to me. I am formally requesting:A complete forensic audit of all documents, reports, and envelopes involving my name or email within the DocuSign system.A list of all IP addresses, account IDs, and time stamps linked to this activity.Written confirmation that these activities were not authorized by me and that I bear no responsibility for any fraudulent documents.Immediate removal or quarantine of any suspicious envelopes or reports bearing my identity.Identification and reporting of the individual(s) responsible for setting up or using my information.I am submitting this complaint to the Better Business Bureau (BBB), the **** and preparing legal documentation for use in an active civil matter.Please respond with urgency and direct your security/legal team to contact me with confirmation and *************: ******* A. ******* Email: ******************** Phone: ************ Location: *******, ********** ********** has accessed my data without authorization. Ive detected suspicious activity linked to my IP. resolution and immediate action.

  Business Response

  Date: 05/04/2025

  Dear *******,
  
  Thank you for bringing this urgent matter to our attention. We take reports of fraudulent activity very seriously and are committed to ensuring the security and integrity of our services.
  
  Upon further checking I don't see any DocuSign account associated with your email address "*****************************". 
  
  We understand your concerns regarding the unauthorized use of your identity and email address in connection with DocuSign documents and system reports. We apologize for any distress this situation has caused you.
  
  Docusigns trust is a top priority and reports of suspicious activity are taken seriously. Its imperative that security concerns are shared with us to ensure issues are addressed timely and appropriately. Please go to our security portal "************************************************************************". 
  
  The above page provides resources on how to identify genuine Docusign activity, how to recognize imitation or improper use of Docusign and how to report any suspicious activities.
  Our security team will thoroughly investigate the issue and take appropriate action. 
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************

• Initial Complaint

  Date:05/01/2025

  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.

  I set-up a DocuSign account on my own email address - *************************** however my boss had also set me up with a seat on his account - also connected to ************************** DocuSign charged both of us for 19 months before we discovered the double-charges. When I asked them to sort it out, their solution was to "cancel" my account and then re-instate it, then they tried to placate me with a 1 month refund - despite double charging us $100+ per month for 19 months. I had the complaint escalated to a manager, who then offered me $200. When I advised that it still felt crooked to not refund the entire amount, they blocked my email address and stopped responding to my emails asking for help. So, I forwarded the correspondence from a different email address and they are still choosing to just ignore me.

  Business Response

  Date: 05/04/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with Docusign. I understand your frustration regarding the double charges and the subsequent handling of your complaint.
  
  Firstly, I want to clarify that your email address was not blocked. The reason you did not receive a response is that your support case ******** was already closed when you replied. Unfortunately, support agents do not get notified about replies to closed cases, which might have led to the impression that your emails were being ignored.
  
  I apologize for any inconvenience this has caused and appreciate your patience. To address the issue, I have reopened your support case ********. I have escalated this support case internally to expedite it. Our support team will review this request again as a priority, and if there is any further applicable refund as per our refund policy, they will process it ASAP. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23275219
  
  I am rejecting this response because:

  Your customer service ************* wrote me an "oh we're sorry, here's 3 months" to placate me, asserting that's what I'm due.  I'm due EIGHTEEN MONTHS of refund.  He stated in his response that the account was active & used which is why they can't refund the full amount.  Did he even read the history?  We were paying from TWO SOURCES FOR THE SAME ACCOUNT.  Both our sources paid full Docusign membership fees to be able to use that email address.  Docusign received payment for 19 months from BOTH SOURCES despite it being only one account.  You have literally robbed me for 18 months of subscription service, while my broker paid for the exact same service.  To now try to placate me with 1, 2, or 3 months of refund is absurd and criminal.

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

  Business Response

  Date: 05/05/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns regarding the refund for your Docusign Account# **********. We understand that this situation has caused frustration, and we appreciate the opportunity to address it.
  
  After thoroughly reviewing the account history and payment records, we have confirmed that the account was active and utilized during the period in question. Our records indicate that services on this account were accessed and used, which is why a full refund for the entire duration cannot be issued.
  
  Enclosed, you will find the evidence supporting the account's activity and usage during the disputed period. You can see that the latest usage record we have is from 11/29/2024. I have only included a snapshot in the report for your reference. We hope this clarifies the matter and provides transparency regarding our decision.
  
  As a gesture of goodwill and to address the inconvenience caused, we offered a refund equivalent to three months of service.
  
  We value your business and regret any dissatisfaction this may have caused. If you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23275219
  
  I am rejecting this response because:
  

  Again, you are obscuring the point:  YES, the account was being used.  Also YES:  We were paying from two different sources.  My refund is requested based on FACT that you collected payment in full for subscription service, from both myself and my broker - for the identical account & email address.  Refunding me 3 months is absurd.  You charged us for 19 months twice!  I'm not asking for any more than you over charged.  Look at the situation with open eyes - offering me 3 months is offensive & missing the point entirely. 

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

• Initial Complaint

  Date:05/01/2025

  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 was trying to find a way to sign a document online in Dec because my printer was not working. I found docusign online, did a trial subscription and it didn't do what I wanted so I started trying to cancel the subscription. I have tried and tried emailing any email address from them that has emailed me. Months later it is May 1 and I'm still trying to cancel to stop the charges. I sent another email and today was told to go to a link. I did and it eventually sent me to a page that step by step how to cancel membership. I followed and got to the part where it said cancel reason and submit. I hit submit and then it takes me to a support page that says step 2 of 4, saying "we're here to help...chat with an expert...start chat". that chat is only a bot and it can't do it saying go to self service or start a new chat. I go to chat start new and the bot comes up, which it can't cancel and says to submit a ticket for support, and it doesn't let me log in with my same user id/password. I've followed all the steps listed by business. I can't get a real person. Their chat is a bot and says it sends me to a support chat, but that recently the business moved everything to a self service portal and to see that portal or request a callback...which there is no where to even do that. I'm just wanting this closed. My next step is to call ****** and get a stop on that payment somehow. it keeps charging me

  Business Response

  Date: 05/04/2025

  Dear *****,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I have created a new support case ******** on your behalf with our support team responsible for handling such issues. Our support team will review this request as a priority and if there is any applicable refund they will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.
  
  We sincerely regret any frustration or inconvenience this situation may have caused. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************