Business Profile

Document Scanning Services

DocuSign, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Document Scanning Services.

Important information

Customer Complaint:
DocuSign came to the BBB's attention in April 2013. A review of the company’s complaints was completed in October 2024. Complaints on file state issues with reoccurring membership charges and membership plan allowances.

BBB highly recommends consumers to review Downgrade or close your DocuSign account and DocuSign plans & pricing FAQ (near the bottom of the page) with special attention to the following:

- Will my subscription renew automatically?
- DocuSign plans & pricing FAQ
- What are ‘Envelopes’ and how do they relate to my service subscription plan?
- How many Envelopes can I send for signatures each month or year?

For additional support, please visit Help & Support.

Complaints

This profile includes complaints for DocuSign, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

270 total complaints in the last 3 years.
151 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/30/2025
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.
We were not aware of the capability of this account going over as last year we have discuss migrating to our HR account.That time we were not able to get refund on our plan as it was more that 3month passes renewal, but at that time the *** informed us that our account will expire on renewal date or when we use up all the envelope.on there website there were no contacts available. got email from sales *** ******** who gave email address of **** were email address is no longer valid. requested ******** for different contact, but no ***ly. Set up a appointment to talk to him but he canceled last minute.
Business Response
Date: 05/01/2025
Hello ****,

Thank you for raising this issue to Docusign customer support team through **********************.

Upon investigating your details internally, we found that your email is linked to two active Docusign accounts. One of the accounts is on Business Pro - Annual plan that renews every year on the 7th of May. You are an active eSign Admin on this account. The second account is on Enterprise Pro - Annual plan which has a valid purchase order until the 30th of July, 2026. You are a normal user, not an eSign Admin on this account. I could not find any recent open cases with Docusign customer support on either of these accounts that relates to your inquiry.

If your inquiry is related to the Business Pro - Annual account on which you are an active eSign Admin, you could self-serve to Downgrade or close your Docusign account [1], or to Cancel your Docusign account and request a refund [2] before the renewal date, to stop any recurring charges on your annual subscription. Please note that if you exceeded your annual envelopes limit on your plan you may be subject to additional charges at the end of your billing term per Docusigns envelopes overage charges [3]. Please also refer to Docusign Refund Policy [4] for information on your rights for a refund.

If however your inquiry is related to the Enterprise Pro - Annual account, please discuss this issue with one of the eSign Admins on this account and they should be able to Open a case in the Docusign ************** [5] to seek assistance from Docusign customer support team.

On the other hand, regarding the Disputed Amount on this BBB complaint $23.20, I can see it relates to invoice# INV56700400 that was issued on the 25th of April, 2025 against your Business Pro - Annual account, concerning exceeding your envelopes allowance. These charges cannot be refunded, as they pertain to envelopes you used over your annual limit and are considered valid charges per "DOCUSIGN SITES & SERVICES TERMS AND CONDITIONS" [6]. If you have further questions regarding this matter, you could Open a case in the Docusign ************** [5] after logging into your account and a member of the customer support team will assist you.

Reference Links:
[1] Downgrade or close your Docusign account: *****************************************************************************************************************;
[2] Cancel your Docusign account and request a refund: *******************************************************************************************************************************************
[3] Docusign-overage-charges: ******************************************************************************************************************;
[4] Docusign Refund Policy: *******************************************************************************************************************************************************************************************;
[5] Open a case in the Docusign **************: *******************************************************************************************************************************************************************************************************************************;
[6] DOCUSIGN SITES & SERVICES TERMS AND CONDITIONS: **********************************************************************;

Best Regards,
Docusign Customer Support
Customer Answer
Date: 05/01/2025

Complaint: 23270700

I am rejecting this response because:
the account was already mark for closure, so docusign should have not when over. Also, there website does not provide category for invoice dispute for me to open a case.

Sincerely,

**** Min
Business Response
Date: 05/06/2025
Hello ****,
I double checked the details on your account and located your account downgrade attempt on July 9th, 2024. I can also see that you managed to create support case# 15242649 on May 1st and ****** from the customer support team has been assisting you.
I just escalated this case to have a billing subject matter expert to take over and review the account history to determine if you could be eligible for a refund of USD ***** for your most recent account overage invoice# INV56700400. I understand that this invoice was issued on April 25th, 2025, which is after your subscription cancellation attempt on July 9th, 2024, however as your account was on "Business Pro - Annual" plan, any overage invoices normally process at the end of the billing term. Accordingly, the overage charge seems legit and according to Docusign policy.
Please expect a customer support expert to be in touch shortly confirming the status of your refund request. 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
Initial Complaint
Date:04/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was on a paid plan with DocuSign, which renewed on March 23, 2025. Shortly after, I canceled my plan. However, I recently noticed that there were two separate charges to my card one on March 23 and another on March 29, both for the same amount.When I attempted to access my billing information through my DocuSign account to verify these charges, I discovered that my billing history was no longer available. Furthermore, DocuSign restricts customer support access to only active paid plan members, making it impossible for me to reach out for clarification or assistance unless I resubscribe which I should not have to do simply to dispute or understand a billing issue.All I am requesting is:Proof of both transactions/receipts.An explanation of why I was charged twice.A resolution, which may include a refund if the second charge was made in ******** this point, the lack of transparency regarding my billing records and the inability to contact support without an active subscription is extremely concerning. I am requesting DocuSign to address this matter promptly.Resolution Requested:Provide full billing receipts for the charges on March 23, 2025, and March 29, 2025.Clarify why two charges were made.Issue a refund for any erroneous or duplicate charge.Restore basic access to billing information for canceled accounts.Thank you.
Business Response
Date: 04/29/2025
Hello ********,

Thank you for raising this issue to Docusign customer support team through **********************.

To help explain the latest charges on your account before you downgraded it to a Free plan on March 26th, 2025, I created customer support case# ******** and asked for a subject matter expert from our Billing support department to contact you on your email ************************ and contact number **************.

Please expect a reach out from our customer support team shortly and if you have any further inquiries I highly suggest that you work directly with Docusign through the case.

Best Regards,
Docusign Customer Support
Initial Complaint
Date:04/27/2025
Type:Sales and Advertising 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.
Docusign posted in our Docusign account that we had an expired card on file. I reviewed the card on file for the account this notice was posted in and which we use and the card is not expired. Additionally, the notification stated that we were due for renewal in April but the only account we use renews in July. Docusign agrees that our account isnt due for renewal until July but says its a different account that they were able to successfully pull the April renewal for. Docusign will only send emails to the primary contact person they have on file and wont tell us who the contact person is for the account they took our money for. No current employees of the company received any emails and the only people that would have had access to the financial account number had been terminated from our company in 2024. Docusign will not work with us in any capacity to shut down whatever account it was and their only version of helping the situation is saying we should check with coworkers to see who received the email. This is less than helpful. In short, according to Docusign, there is nothing we can do but sit here and let them steal our money every year because they wont work with us and obviously the Docusign account isnt being used being no active employees know about it. We are seeking to have whatever account they charged us $300 for to be shut down and the $300 refunded being no one at our company uses that one account. We only use one account that renews in July for $1200.
Business Response
Date: 04/28/2025
Hello *******,

Thank you for raising this issue to Docusign customer support team through **********************.

Upon investigating your account internally, I can see that you initially raised this issue on an email thread with Docusign customer support through case# ******** on April 25th, 2024. As you were unable to share any information related to the account where your card is being charged USD 300 for subscription renewal, ******* ***** **** from Docusign customer support advised you on May 1st, 2024 to dispute the payment with your bank, so that customer support gets more details on the account in question to stop any recurring charges. It doesnt seem you followed customer support guidance at that time and thats why your card got charged again for account renewal.

Case# ******** was originally created by one of the eSign Admins on account ************ on April 23rd, 2024, raising an issue with the number of seats on this account. ****, ****** ******** ****** ****** ***, ******* ***** **** and Ivy from the customer support team helped you and the eSign Admin reduce the number of seats on this account from 5 to 3 and a refund of amount USD ****** was processed on May 4th, 2024. This case was closed on May 16th, 2024, as there had been no further responses from you, or the eSign Admin.

Checking further, I see that a new case (********) was filed by the same eSign Admin on account ************ on April 22nd, 2025, inquiring about USD 300 charges on the account. Reyace and ***** ***** from customer support have been assisting you and the eSign Admin since then, and the last email was ~11h ago from ********************** confirming they will try to locate the account that is relevant to these charges. There has been no further responses since then and the case remains open.

To move forward with this case, I will escalate internally to get a billing subject matter expert take over the investigation, try to get in contact with the owner of the account your card is being charged for and will keep you posted with the findings and next steps through your open case# ********.

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: 04/28/2025
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, despite the details in the response being erroneous, Docusign did, indeed, provide a loosely helpful response this morning advising to refute the payment via the bank. ******* already confirmed yesterday that she would go to the bank today to dispute the charges. Docusign did not provide any helpful response until after BBB reached out to them for a solution in which Docusign decided to tell us to refute the payment via the bank this morning. Docusign continues to be difficult to work with and we'll likely be finding an alternate solution for the one account we actually do use through them.

Sincerely,

******* *****
Initial Complaint
Date:04/25/2025
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 have been wrongly charged $45/month by DocuSign for over 12 months for a duplicate monthly subscription linked to my email ******************** which I have asked to cancel multiple times. I have an active annual subscription of $240 as a Realtor for the past 8 years, which is the only subscription I use and need.Despite more than 40 hours of effort through calls, chats, and emails, DocuSign has repeatedly promised to cancel the duplicate subscriptionbut has failed to do so. This reflects DocuSigns repeated failure to resolve a billing issue that has now persisted for over 14 months. Despite my continuous efforts to correct this matter, I have been met with unfulfilled promises, inaction, and what I consider to be fraudulent and unauthorized charges on my bank account.I opened four cases:#******** (6/12/24)#******** (7/29/24)#******** (12/28/24)#******** (2/21/25)In the latest case, on 2/25/25, a representative named **** confirmed in writing that the monthly subscription would be canceled at the end of the month. That never *********** February 2025, I canceled my debit card to stop the charges, but DocuSign continued to withdraw funds from my bank account without authorization:$45 on 3/24/25 $102.60 on 4/22/25 $45 on 4/23/25 This is more than negligenceit is unethical and fraudulent. I have requested refunds many times, only to be told that DocuSign "does not issue refunds." DocuSigns continued inaction and unauthorized withdrawals are deeply disappointing. I am requesting:1) Full refund of all $45 monthly charges from Feb 2024 to Feb 2025 (duplicate billing),2) Refund of the 3 unauthorized charges in March and April ******) Compensation of $1,000 for the 40+ hours spent trying to resolve this with no results.4) BBBs help in resolving this serious issue.
Business Response
Date: 04/28/2025
Dear Francisco,

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 ****************
Customer Answer
Date: 04/28/2025

Complaint: 23250082

I am rejecting this response because:
1) Offering a reimbursement of $45 is an insult. Your company has charged me $192 just in the last month, and your proposed solution is completely unreasonable. I will not accept anything other than what I clearly requested in my initial communication.
2) In February, your company confirmed in writing that my duplicate account had been closed and that no further charges would be made. (see attached document) It is clear from your latest response that you did not even review my message carefully. I respectfully request that you take this matter seriously.
To be absolutely clear:
1) I only need the annual account (Realtor subscription at $240/year) that I have maintained for the past eight years.
2) In this account, I have all my documents and envelopes from the last 8 years. You must guarantee that none of these documents or my access to this account will be deleted or affected.
3) All other duplicate or erroneous accounts must be fully closed and eliminated.
4) Please address my concerns properly and stop wasting more of my time with inadequate responses.
Sincerely,

********* *****
Business Response
Date: 04/29/2025
Dear Francisco,

Thank you for your response. We understand the importance of addressing your concerns thoroughly and sincerely.

Regarding your points:

> 1) Offering a reimbursement of $45 is an insult. Your company has charged me $192 just in
> the last month, and your proposed solution is completely unreasonable.

Please let me explain why $45 refund is the correct amount. Your monthly subscription renews on 21st of every month. You opened a support case ******** to cancel your subscription and support confirmed to you on 26th February that account cancellation request was submitted, and account will be canceled at the end of the subscription month which in your case will be 20th March based on your renewal cycle. After that you were invoiced for $45 for subscription renewal for the period 03/21/2025 - 04/20/2025. Support processed a refund of $45 for this payment in case ********. Subsequently you have been again invoiced for the next period 04/21/2025 - 04/20/2025 as per invoice INV56614653 because your account was not closed due to a system error on our end which went unnoticed. This new $45 refund is being provided to you for this latest renewal payment towards INV56614653.

In this same period there was also another charge of $102.60 as per Invoice INV56606457 on 04/21/2025. The $102.60 charge is due to overage charges related to sending extra envelopes over your allowed envelopes limit for the month. Your monthly plan comes with a limit of 10 envelopes per month. It seems you had sent 19 extra envelopes over your allowed monthly limit during the period from 03/21/2025 - 04/20/2025.

Our eSignature Standard plan includes an envelope allowance of up to 10 envelopes per user per month. Once an envelope is sent, it will count towards this allowance whether or not the envelope is signed or completed.

We have the following built-in warning in our product which warns you when you are about to be hitting your envelope limit-

"Youre close to hitting your envelope limit. Add more now and save 20% or pay as you go for envelopes sent beyond your limit."

and also another warning as mentioned below once you actually hit the envelope limit -

"you've hit your envelope limit. Add envelopes to your plan now and save 20%. Or keep sending and pay as you go for envelopes sent beyond your current plans limit."

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 terms of service.

Please work with our support team in your open case ******** and they can help you with downgrading your account to Free so the access to all your documents and envelopes from the past eight years will be preserved. Please refer below article for more information -

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

If you have any further questions or concerns, please do not hesitate to contact us directly.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Customer Answer
Date: 05/01/2025

Complaint: 23250082

I am rejecting this response because I need solutions, not case numbers:

Sincerely,

********* *****
Initial Complaint
Date:04/24/2025
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.
Complaint Title:DocuSign Disabled Paid Features, Ignored Support Requests, and Disrupted My Business Complaint Description:I signed up for DocuSign, completed setup, added a credit card, and paid for serviceincluding SMS delivery, which is critical to my business for distributing NDAs. I was initially able to send five SMS messages. Then suddenly, the feature was locked.The platform prompted me to pay $12.81 for 30 monthly SMS credits, which I did. Yet access remained blocked. When I tried again, it showed $0.00 due, and I was still locked out. Its now been over 2.5 days without access to a feature I paid for.I submitted two urgent support cases (******** and ********), both requesting call-backswhich DocuSign claims happen within 3 hours. I received no contact, no support, and no resolution.The only response I got was a vague email saying theyd do their best, which redirected me to their sales line. I called and was tolddespite being a paying customerthat sales cant help with support. The *** acknowledged my situation but could only pass it along, with no accountability or direct assistance.This has delayed sensitive business agreements and created unnecessary stress. I paid for a tool I cannot use, and DocuSign has failed to provide the basic support *********** requesting:Immediate restoration of SMS functionality Refund or service credit for lost access A direct call from a support *** within 24 hours A formal acknowledgment of the failure and resolution plan
Business Response
Date: 04/28/2025
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. Please be rest assured we are here to help, and we will follow up with you from the support case as soon as we have an update. 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:04/22/2025
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 have been a paid member of DocuSign Account #******* since March 31, 2017. On April 13, 2025 DocuSign automatically deducted $240 from my account for an annual plan. Unfortunately I had to take a medical leave from my business to focus on my health. I am currently undergoing treatment for advance stage 4 breast cancer. My DocuSign account has been inactive. I made several attempts to contact Docusign through DocuSign Bot, Online Help Chat, Open New Case and Support Email, but to no avail. In the past years I grew accustom to the company's surperb customer service experience. I was able to speak with a live person, got issues resolved and questions answered. However, DocuSign has now replaced these systems and adopted AI generated system that provide no measure of help whatsoever. I am truly disappointed after all these ******** of today on April 22, 2025, I have canceled the annual plan in order for DocuSign to no longer take automatic payments from my account. I believe we could find resolution if a live person- representative of DocuSign could review my account, see that there has been no activity and that I am within the 30 day period. Maybe they will consider to grant me a $240 refund? Thank you kindly.
Business Response
Date: 04/22/2025
Dear ******,

I am deeply sorry to hear about the challenges you are facing, both with your health and with your DocuSign account. Your situation is incredibly difficult, and I understand how frustrating it must be to deal with these issues during such a trying time.

Firstly, I want to express my sincere sympathy for your medical condition. Battling stage 4 breast cancer is undoubtedly a tough journey, and I hope that your treatment is going as well as possible under the circumstances.

Regarding your DocuSign account, I apologize for the inconvenience and disappointment you have experienced with our customer service. It is disheartening to hear that our current support systems have not met your expectations, especially after years of satisfactory service. Your feedback is invaluable, and I assure you that it will be taken seriously.

Given your situation and the fact that your account has been inactive, I understand your request for a refund of the $240 annual plan fee.

I have created a new support case ******** on your behalf with our support team responsible for handling such issues. I will escalate your case to ensure that a support representative reviews your account and considers your refund request. 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.

Thank you for bringing this to our attention, and I appreciate your patience as we work towards a resolution. If there is anything else we can do to assist you, please do not hesitate to let us know.

Wishing you strength and better health.
Sincerely,

DocuSign Customer Service
Customer Answer
Date: 04/26/2025
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. I received a prompt and compassionate response from DocuSign that aligns with the good customer service resolution they've always presented in the past. I do regret that I had to file a complaint on BBB, however I am more than happy with Docusign willing to review my case and quickly gave me a full refund. I would use DocuSign again in the future.

Sincerely,

****** ****
Initial Complaint
Date:04/18/2025
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 paid for a one-month Standard - Monthly Docusign subscription for $45 on March 17, 2025. I then began sending "envelopes" for signature. At one point, I noticed a banner pop up at the top of my screen saying, "You are approaching your envelope limit. Upgrade now to send more envelopes." - but I never received a notice on the website that I had fulfilled my allotted envelope amount and that I had passed into the territory where each envelope costs an additional $5 to send. I expected that my sending would be blocked, or a new banner would read that I had exceeded my allowance, and ask if I consented to additional charges on my card on file. This never happened, and the banner went away, so I kept sending envelopes. Yesterday, I was charged $166.39 of over-usage fees. I believe this is a UDAAP violation as it is unclear and deceptive business practice. I signed up for only a month of Docusign because that is all I can afford and all I needed the service for. I have now paid over $200 to literally press a button 29 times (the number of envelopes I sent over my allotment). I have been a customer for a few years and, as far as I know, this is a new policy implemented by Docusign within the last few months. I need my money back. I feel like this is coercive and directly ***** ********** customers, does not breed brand loyalty, and makes me think they are building business off of swindling one-time customers rather than maintaining long-term relationships. It is also virtually impossible to reach customer service directly - the email address and phone number they provide on their invoice are outgoing-only contacts, and there is no phone number to call on their website. I received a response to my request for customer service help saying they cannot offer a refund, but could provide a credit for future purchase. I do not want a credit as they have lost my business. I firmly believe Docusign needs to make refunds readily achievable. They currently do not. Thank you.
Business Response
Date: 04/21/2025
Dear ******,

Thank you for reaching out regarding your concerns about the 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. Our eSignature Standard plan includes an envelope allowance of up to 10 envelopes per user per month. It seems you had sent 29 extra envelopes over your allowed monthly limit during the period from 03/17/2025 - 04/16/2025.

You were warned by email about hitting your subscriptions envelope limit on Apr 4, 2025 3:00 AM. Please see the attached warning letter that was emailed to you for your reference. According to our records you have opened this email twice on Apr 4, 2025 3:03 AM and Apr 6, 2025 10:59 PM.

Also we have the following built-in warning in our product which warns you when you are about to be hitting your envelope limit-

"Youre close to hitting your envelope limit. Add more now and save 20% or pay as you go for envelopes sent beyond your limit."

and also another warning as mentioned below once you actually hit the envelope limit -

"you've hit your envelope limit. Add envelopes to your plan now and save 20%. Or keep sending and pay as you go for envelopes sent beyond your current plans limit."

If you have sent more than the envelope allowance on your subscription plan, Docusign by default will charge you for additional envelopes used beyond your allowance in a Pay-As-You-Go manner (see "*************************************************************************************************************" for more information on Pay-As-You-Go fees). This ensures you can continue using Docusign eSignature without interruption to your business. Please see below article for more information -

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

For the most current information on your envelope management options, please see "*************************************************************************************************************".
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.".

Unfortunately the overage charges can't be refunded because the charges are valid and in accordance with our terms of service.

However, if you have any further questions or need assistance with your account, we would be happy to help.
Thanks for your understanding.

Best regards,

DocuSign Customer Service
Initial Complaint
Date:04/18/2025
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.
over the last few months my employer has been trying to cancel his DocuSign. The user who held the sign-on no longer works for the company and no one has access to their email. They were recently charged another $1,400.00 while attempted to resolve this issue with the company who has been mostly unresponsive and unhelpful. We are asking for this account to be closed as it is no longer being used and a refund of the last $1,400.00 charge.
Business Response
Date: 04/21/2025
Dear *****,

Thank you for reaching out to us regarding the issue with your Docusign account. We understand your frustration and apologize for any inconvenience this has caused.

Unfortunately, we are unable to locate your DocuSign account based on the email address provided, i.e. ****************************** To assist you further, we kindly request that you provide additional information such as the account number or the actual email address associated with your account that might help us identify the account in question. Please refer -

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

Once we have this information, we will promptly investigate the matter and work towards resolving it.

We appreciate your patience and cooperation in this matter. Please feel free to contact us with the requested details at your earliest convenience.

Best regards.

DocuSign ****************
Customer Answer
Date: 04/22/2025

Complaint: 23221583

I am rejecting this response because:
There is additional information to provide. The account was set up for Norwalk seasonal Services.
The employee who setup the account no longer works at the company and the company no longer has access to their information and/or email.

Sincerely,

***** *********
Business Response
Date: 04/22/2025
Dear *****,

Thanks for providing the additional information.

I checked our system and still could not find any account with the name *************************** in our system. It is possible that the person who set it up used a different name, personal name, or an abbreviated name as the account name. Do you have the invoice or any other document that could help us identify the account? Can you please provide the name and the old email address of the employee who set up the account, which may help with the identification? If not, please provide the card information and exact transaction details from the account where you saw the $1,400.00 charge, as that may help with the identification of the correct account. We will wait for the additional details.

Thanks.

DocuSign ****************
Customer Answer
Date: 04/24/2025

Complaint: 23221583

I am rejecting this response because:
I wanted to add details to the transaction but it appears it may have been resolved through the bank. Is there a way to confimr the docusign account is now permanently closed and no charges will appear in the future?

Sincerely,

***** *********
Customer Answer
Date: 04/24/2025

Complaint: 23221583

I am rejecting this response because:
Complaint: 23221583

I am rejecting this response because:
I wanted to add details to the transaction but it appears it may have been resolved through the bank. Is there a way to confimr the docusign account is now permanently closed and no charges will appear in the future?

Sincerely,

***** *********
Business Response
Date: 04/27/2025
Dear *****,

Thanks for your response. You wrote -

>Is there a way to confimr the docusign account is now permanently closed and no charges will appear in the future?

Based on the information you have provided so far in your complaint, we have been unable to locate the concerned Docusign account in our system. For this reason, it is not possible for us to confirm that the Docusign account is now permanently closed and that no charges will appear in the future.

We will wait for the additional details as requested before which may help us with identifying the related Docusign account.

Thanks.

DocuSign ****************
Initial Complaint
Date:04/17/2025
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.
Docusign charged me over $700.00 without permission and they have no lines where you can contact someone, the only available numbers hang up on you leaving you no option for help. They overdrafted my account
Business Response
Date: 04/21/2025
Dear *******,

Thank you for reaching out regarding your concerns about the additional charges. We have thoroughly reviewed your account details. The extra charges that you are referring to are due to overage charges related to sending extra envelopes over your allowed envelopes limit. Our eSignature Standard plan include an envelope allowance of up to 10 envelopes per user per month. It seems you had sent 115 extra envelopes over your allowed monthly limit during the period from 04/14/2025 - 05/13/2025, please see the attached invoice "INV56454717" for more details.
You were warned by email about hitting your subscriptions envelope limit on Mar 23, 2025. Please see the attached warning letter that was emailed to you for your reference .
Also, we have the following built-in warning in our product which warns you when you are about to be hitting your envelope limit-

"Youre close to hitting your envelope limit. Add more now and save 20% or pay as you go for envelopes sent beyond your limit."

and also another warning as mentioned below once you actually hit the envelope limit -

"you've hit your envelope limit. Add envelopes to your plan now and save 20%. Or keep sending and pay as you go for envelopes sent beyond your current plans limit."

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 -

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

If you have sent more than the envelope allowance on your subscription plan, Docusign by default will charge you for additional envelopes used beyond your allowance in a Pay-As-You-Go manner (see "*************************************************************************************************************" for more information on Pay-As-You-Go fees). This ensures you can continue using Docusign eSignature without interruption to your business. Please see below article for more information -

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

If your envelope usage exceeds your plan allowance, each envelope used in excess is considered an "additional" envelope that will be billed in a "Pay-As-You-Go" manner, where Docusign will charge a set, per-envelope fee. This ensures you can continue using your Docusign eSignature service without interruption to your business. To increase your subscription allowance you can pre-purchase envelopes on the Plans & Billing page of your account. This allows you to plan ahead and save more as your business grows.

For the most current information on your envelope management options, please see "*************************************************************************************************************". Docusign may run promotional discounts, from time to time, that will be offered through email notifications.

Unfortunately the overage charges can't be refunded because the charges are valid and in accordance with our terms of service.

However, if you have any further questions or need assistance with your account, we would be happy to help.
Thanks for your understanding.

Best regards,

DocuSign Customer Service
Initial Complaint
Date:04/16/2025
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.
I have cancelled my Docusign subscription THREE TIMES. The screen always shows a message that subscription will cancel the following month but every month I get a charge to my credit card. This is deceptive practice on part of Docusign and needs to stop immediately. I need refund of past two months of subscription fee that was cancelled and was collected without my consent.
Business Response
Date: 04/16/2025
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.

Thank you again for your patience, and we appreciate the opportunity to make things right.

Best regards,

DocuSign ****************
Customer Answer
Date: 04/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the promise of a resolution is satisfactory to me. I may need to reopen this case if the business does not follow through on the resolution to refund my March and April subscription fee.
additionally, this is a systematic scheme by the business to not allow people to cancel their subscription without an escalation. Ive attached the screenshot that I saw in April and prior in March and still got charged. That is not right!!

Sincerely,

******** ********
Business Response
Date: 05/16/2025
Hi ********,
We really apologize for the inconvenience again and are investigating as to why the subscription didn't get cancelled.
We have opened a new Support case 15315621 for this issue and also sent you an email via it for tracking. We will make sure to cancel your subscription and also process a refund for the past couple of months.
If you have any questions till then, please feel free to respond to the case or this complaint.
Thanks,
Docusign Customer Service
Customer Answer
Date: 05/16/2025

Complaint: 23211304

I am rejecting this response because I have been trying to get the subscription cancelled since Feb 2025. I was given similar assurance in March and April that the issue will be handled. But not much has changed. I have screen shots of online attempts of cancellation. Happy to take this forward as my credit card continues to be charged without my consent.
please keep this complaint open until Docusign provides proof in writing that they have cancelled the subscription for good.

Sincerely,

******** ********
Business Response
Date: 05/21/2025
Hi ********,
In the previous case we had processed the refunds for the months of March and April but unfortunately due to an error on our side, the account downgrade request was not completely processed. We have now deligently checked our internal systems and can confirm that your account has been downgraded to a Free plan already and the subscription in our Billing system has been cancelled. We have also processed the refund for the month of May and as you have confirmed in the new case (********), you have already received a credit for it.
We apologize again for the inconvenience and want to assure you that this issue wouldn't happen again.
Best,
Docusign Customer Service
Customer Answer
Date: 05/21/2025
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,

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

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