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:04/15/2025

  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.

  Bait and switch tactics I was paying a little more than $1,600 a year Got a call from a smooth sales guy, trying to talk me into uping our package, as we just expanded locations I thought it was a good idea.He told me it was $******** for the term, which was 2 years Well we are a year in and the charged my card again, I sent an email wondering why, well its turns our it was ******** PER YEAR!!!!!!!! Thats a crazy amount of money that if were ever laid out on the original phone call I would have NEVER agreed to Instead you buried it in the contract Absolutly disgusting tactics, I signed the agreement so I am on the hook I understand but I do not tolerate dirty bait and switch tactics.I will NEVER use your services again and will ensure everyone I know will never use your services.And if anyone I know trys to send me a DocuSign I will decline and demand paper services to ensure you no longer have my support

  Business Response

  Date: 04/15/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any inconvenience you have experienced. 
  
  We have escalated this matter internally and contacted your account team to address your situation promptly and work towards finding a resolution that meets your needs and expectations. They will be reaching out to you shortly to discuss your options and assist you further.
  
  We appreciate your patience and understanding as we work to resolve this matter. Your satisfaction is our priority, and we are committed to ensuring you have the best possible experience with our services.
  
  Thank you for your understanding.
  
  Best regards.
  
  DocuSign ****************

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23207418
  
  I am rejecting this response because:

  DocuSign reached out, with no solutions just excesses on how I didn't read the contract before I signed it.

  What was on the contract is not what was told on the phone, typical bait and switch. 

  I will follow through with the term as disgruntled customer, and run far away from this company as soon as possible 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 04/16/2025

  Hi *****,
  
  Thank you for your feedback. We understand your frustration and regret that you feel this way about your experience.
   
  I reached out to your account team internally and they have provided following clarification -
  
  "At the time of upgrading the account from web (April 15th, 2024), The account was sending close to 400 envelopes, and was going to expand the usage to the new store. We chatted a few times over the phone, and agreed on a 2-year plan, for 600 envelopes per year, as clearly stated in the Order Form (see attachment).
  
  Order form very clearly states in bold lettering "Grand Total: $8,929.44" with a term start and end date of April 15, 2024 - April 14, 2026.". 
  
  We assure you that we have acted in accordance with the agreed terms and have not engaged in any misleading practices. We value our customers and aim to provide the best possible service.
  
  Please let me know if you have any other questions, or if you need further clarification. 
  
  Thank you for your understanding.
  
  Best regards.
  
  DocuSign ****************

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23207418
  
  I am rejecting this response because I have stated my reasons in previous emails, also asked for someone to call me but you dont feel the need or want to call me.

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

• Initial Complaint

  Date:04/10/2025

  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 have an "eSignature Personal" account which gives me 5 envelopes per month. My 30 day billing cycle renews every month on the 29th. When my account renews on the 29th, no matter how many envelopes I have used in that 30 day cycle, my envelopes should reset/refill back to 5 envelopes. March 28, 2025 - I had only 2 envelopes remaining. March 29, 2025 - Billing cycle renews, my credit card was charged (Transaction P-32481791) my envelopes did NOT reset/refill back to 5 envelopes.March 29, 2025 - I still only had 2 envelopes remaining. (I was supposed to have 5 envelopes available).April 7 & 9, 2025 - I used my only 2 available envelopes.April 9, 2025 - my envelope balance was at 0 (ZERO). Docusign still owes me 3 envelopes for this billing cycle.April 9, 2025 - I created a case with Docusign "******** - Envelopes, Status: Open | Date created: 04/09/2025"."My account renewed on 3/29/2025. It should have refilled my envelopes to 5 envelopes. It did NOT refill. I used only 2 envelopes and now I have 0 (*ZERO*) envelopes remaining. This is not the first time this has happened. This is happening every month. I AM REQUESTING A PHONE CALL. at ###-###-####April 9, 2025 - during the AM hours I Requested a callback from a customer support. I received a popup message that I would receive a phone call within 3 hours. I NEVER received a phone call from Docusign on April 9, 2025.April 10, 2025 - Requested a 2nd callback at 10:45am (CST). April 10, 2025 - Still no phone call AND my recurring envelope issue has NOT been resolved.

  Business Response

  Date: 04/10/2025

  Hi *****,
  
  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. The support case has been assigned to a subject matter expert now. 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 Service
  
  

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23187118
  
  I am rejecting this response because :

  A Docusign representative contacted me on 4/10/25 around11;00PM. He explained that my envelopes do NOT refill back to 5 envelopes on the 29th of every month when Docusign charges my credit card. As per the representative, my envelopes refill back to 5 envelopes on the 12th of every month. Well today is April 12, 2025 and my envelopes have NOT refilled back to 5 envelopes (see photo). This is issue that Docusign won't fix. EVERY month my envelopes "DO NOT REFILL AUTOMATICALLY" and I have to spend a lot of time creating a case and waiting for a phone call from customer support that never happens. I just want the service that I am paying for. Please fix the problem of "my envelopes will not refill automatically every month and the same date every month".  Thank you.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 04/14/2025

  Hi *****,
  
  Thank you for reaching out again and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I have reached out to our support team internally to look into it. Support will contact you directly from your open case ******** so please keep an eye out for support emails. Hope it helps.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:04/09/2025

  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 Against: DocuSign, Inc.Date of Incident: 04/07/2025 DocuSign Invoice: INV56275024 Case Number with DocuSign: ******** Nature of Complaint: Unauthorized Charges / Poor Customer Support I am filing this complaint due to a highly frustrating and unacceptable experience with DocuSign. I signed up for a plan to use their platform for a single project. At no point was I made aware that my use of the platform could result in overage fees, let alone charges totaling $842.00. There was no warning, notification, or explanation provided ahead of time indicating that I had exceeded any usage limits, or that I would be billed such a substantial amount.Upon discovering the charge, I immediately sought assistance through DocuSigns online support system and have submitted four separate call-back requestsall of which have been ignored. There is no viable customer service phone number to call, and the lack of response is entirely unacceptable for a company handling sensitive business transactions and ********** make matters worse, when I initially attempted to cancel my account shortly after signing up, I was convinced by a representative to stay and continue using the service. I feel misled, as it now appears that this was only a tactic to ensure I would be subjected to these excessive and unexpected charges.I am requesting the following resolution:A full refund of the $842.00 in overage charges.Immediate cancellation of my DocuSign account.A written acknowledgment from DocuSign confirming that I will not be billed further.This experience has caused me significant inconvenience and financial concern, and I believe it reflects an unethical billing practice and a serious failure in customer service. I hope the ******************** can assist in holding DocuSign accountable and facilitating a swift resolution.

  Business Response

  Date: 04/09/2025

  Hi *******,
  
  Thank you for reaching out regarding your concerns about the additional $842.40 charge on your account. We have thoroughly reviewed your account details and also the support case ******** that you have created for this issue. 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 108 extra envelopes over your allowed limit during the period from 03/07/2025 - 04/06/2025. The monthly envelope limits for all the plans are very clearly described in two different sections on our Plans and Pricing page at the time of sign up, i.e.-

  1. when you click on "Show All Features" for any plan on "Plans and Pricing" page under "eSignature core features", the "Send agreements for eSignature" is clearly listed, e.g. "Annual Plan: 100/user | Monthly Plan: 10/user " for "Business Pro" plans.
  2. Under "Docusign plans and pricing FAQ", more details about envelope limits can be found in answer to question "How many envelopes can I send for signatures each month or each year?". 
  

  You have written -

  > There was no warning, notification, or explanation provided ahead of time indicating that I had exceeded any usage limits

  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 -
  
  *******************************************************************************************************************************************************************************;
  
  Unfortunately the overage charges can't be refunded because the charges are valid and in accordance with our updated policies.
  
  We understand that this may not be the outcome you were hoping for; however, our decision remains final. 
  
  If you would like to downgrade or cancel the account you can do that using the self-service option as described in below article -
  
  **********************************************************************************************************************************
  
  Please let us know if you have any further questions or need any assistance with your account, we would be happy to help.
  
  Thanks for your understanding.
  
  Best regards,
  
  DocuSign Customer Service

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23181973
  
  DocuSigns response is unacceptable and avoids the core issue: I was charged $842.40 in overage fees without any direct warning or notice. While they point to fine print and in-app messages, they failed to send any clear, proactive alertsespecially by emailbefore billing my card for nearly $900.

  
  I attempted to cancel my account early on and was talked into staying by a DocuSign repwith no mention of envelope limits or potential overage charges. Since then, *** submitted four support requests for a callback, all ignored. Their self-service cancellation link is not customer service.

  
  This isnt just poor communicationits a predatory billing practice. I am requesting:
  1. A full refund of the $842.40;
  2. Immediate cancellation of my account;
  
  ********************** has chosen to lose a lifelong law firm clientsomeone who could have brought them years of businessrather than do the right thing in a clear-cut situation.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/14/2025

  Dear *******,
  
  Thank you for reaching out to us again regarding your concerns. We understand your frustration and appreciate the opportunity to address your complaint.
  
  Payments are taken when they become due as per the terms of service, and we do provide an invoice which documents the charges. The overage fees you incurred are outlined in the terms of service and are also communicated through Built-in product messages. Please refer to full terms and conditions at "*****************************************************************". When you sign up for a Docusign eSignature subscription plan, you agree to the Terms & Conditions and Privacy Notice for use of the Docusign service. 
  
  Regarding your attempt to cancel your account and the subsequent interactions with our representative, we apologize if there was any misunderstanding or lack of clarity about envelope limits and potential overage charges. We strive to ensure all our customers are fully informed about their account details and any associated fees.
  
  We regret that your support requests for a callback were not addressed in a timely manner. We are currently experiencing heavy case volume which is delaying our response in some cases. Our self-service cancellation link is designed to provide a fast and convenient way for customers to manage their accounts.
  
  While we cannot offer a refund for the overage fees, we can assist you with the immediate cancellation of your account if you still wish to proceed. I can see that you have an open case ******** with our support team for this same issue. Please let them know in the support case if you still wish to proceed with the immediate cancellation of your account and they will be able to help you with the cancellation of your account.
  
  Thanks for your understanding.
  
  Sincerely, 
  
  DocuSign ****************

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was gifting my Son an older vehicle and paid $1.99 for a bill of sale so that he could get his ********** over the insurance in his name. It was a short form. I had trouble & was helped. I noticed that immediately they had me on subscription. I wrote to cancel and I received a notice that it was cancelled on March 25, 2025. I received on my bank statement on April 1, that the charge was pending so I called only to be told I couldnt talk to billing that I had to reply by message. I did just that, sending where they had supposedly cancelled my account. I have tried numerous times calling and sending messages multiple times and gotten no response whatsoever. Im retired and $ ***** is a lot of money. This is a racket! I certainly would appreciate your assistance on this matter. Its wrong on how they take advantage of people.

  Business Response

  Date: 04/03/2025

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

  Checking the snapshot attached to this BBB complaint, I see that it's from an email sent to you from a company called "Documentify" (domain: "@***************"). This company isn't related to Docusign and doesn't appear to be a Docusign partner. You will need to contact this company on their support email address appearing in the email ************************* to discuss these charges, or you could possibly find other contact details on their website "************************".

  On the other hand, I looked up your email address ******************* in our internal system and can see that it is associated to a "Business Pro Trial - 30 Days" account that appears to be valid from April 2nd, 2025 to May 1st, 2025. During this period, as this is a trial account, ******************** will not charge you for any subscription fees. If you received any communication from Docusign, or from any other entity claiming that Docusign is charging you a subscription fees, please attach this email to your BBB complaint and we will be happy to review.

  We hope the above guidance is sufficiently helpful to resolve your issue.

  Best Regards,
  Docusign Customer Support

  Customer Answer

  Date: 04/03/2025

  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:04/03/2025

  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 am writing to file a formal complaint regarding unauthorized charges totaling $8,407.67, reflected in invoice number INV56136154, for purported additional DocuSign envelope usage. I am profoundly distressed and concerned by this exorbitant charge, which was incurred without any prior notification or warning.Upon initial account setup, I explicitly inquired about usage limits and potential overage fees. The DocuSign representative assured me that upon reaching my allocated envelope limit, the ability to send documents would be automatically suspended. I was explicitly not informed of any "pay-as-you-go" plan or any mechanism that would allow for continued envelope usage beyond the initial limit, resulting in such significant charges.Furthermore, I have received no emails or notifications regarding plan changes or payment policy updates. This situation is particularly egregious as my typical DocuSign usage is minimal. I generate approximately $25 in revenue per client, requiring only 2-3 envelopes. The charge of $8,407.67 is utterly disproportionate and financially devastating, far exceeding my revenue generated through your service.This unexpected and unauthorized charge has placed me in a severe financial crisis. I am now facing the prospect of obtaining a loan to cover this exorbitant and, in my opinion, unjustifiable expense. I find the payment policy to be unreasonable and deeply disheartening, particularly for someone with a **********.Therefore, I demand the following immediate actions: - Cancel all my DocuSign subscriptions.- Remove the $8,407.67 charge from my account.- Provide a detailed explanation of how these charges were incurred and why I was not notified, including a clear timeline of policy changes and their implementation.

  Business Response

  Date: 04/03/2025

  Hello *****,

   

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

   

  Upon investigating your account internally, we found the support case you filed yesterday (April 2nd), expressing concerns with the most recent invoice "INV56136154" on your account "************" totaling $8,407.67, as you described. Case# ******** (Dispute of Invoice - Account #******** - Unauthorized Charges) is in Docusign Support queue and will be assigned to an available Support Expert to assist you with your inquiry soon. We will monitor the case to ensure a Support Expert gets in touch with you as soon as possible. I also found an email thread between you and ****** ******* from the Docusign Account Team yesterday (April 2nd), where you also raised these concerns, accordingly we will loop ****** on your open case to make sure the communication with Docusign is streamlined.

   

  On the other hand, checking your account "************" further, I see that you are currently on a "Business Pro - Monthly" plan that allows you 10 free envelope sends per user per month. As you have only 1 user on this account you are entitled to only 10 free envelope sends per month. Any envelopes sent above this allowance will automatically be added to your invoice as a "Pay-As-You-Go" over usage charge. I can also see in the Admin Console that you sent 741 envelopes in the last 30 days only, which explains the overages and confirms these to be per policy legitimate "Pay-As-You-Go" charges, accordingly a refund cannot be approved.

  Check this article for more details on envelopes allowance and "Pay-As-You-Go fees: **************************************************************************************************************************************************************************
  

  Since your envelopes usage is high, to add more envelopes to your allowance you must purchase additional users, each user adds 10 envelopes to your monthly allowance. You could also upgrade your plan if you believe your envelopes usage exceeds what is offered in your current plan. Check this article for more information on how you could upgrade your account, or add users to your Docusign account: ******************************************************************************************************************************.

   

   It is important to note that on the Plans and Pricing page: **************************************************************************., the envelope limit is described in 2 sections:

  1. Under "eSignature core features"; the "Send agreements for eSignature" is clearly listed as "10/user" for "Business Pro - Monthly" plan.
  2. Under "Docusign plans and pricing FAQ"; more details about envelope limits can be found in answer to "How many Envelopes can I send for signatures each month or year?".

  Specific to your account, here's a snippet of the information provided:
  "Our eSignature Standard and Business Pro annual plans include an Envelope allowance of up to 100 Envelopes per user per year, with options for monthly plans that include an 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. The number of Envelopes sent for signature using PowerForms or Bulk Send will also count towards this allowance. 
  

  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 ******************* options, please see here. Docusign may run promotional discounts from time to time, which will be offered through email notifications. "

   

  I hope the above information explains the situation in more details. In the meantime, for any further inquiries I highly suggest that you work directly with the Docusign customer support team through your open case.
  
  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:03/31/2025

  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.

  Product is not delivering as promised. I run a real estate office and was told that I would have the same features as my other program. This is not the case. This product is not delivering and I want to cancel. Docusign is trying to force me to stick with this program for 3 years and I am requesting to be let out.

  Business Response

  Date: 04/01/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any inconvenience you have experienced. 
  
  We have escalated this matter internally and contacted your account team to address your situation promptly and work towards finding a resolution that meets your needs. They will be reaching out to you shortly to discuss your options and assist you further.
  
  In the meantime, you can directly contact your account owner **** ****** **************************************** for immediate assistance.
  
  We appreciate your patience and understanding as we work to resolve this matter. Your satisfaction is our priority, and we are committed to ensuring you have the best possible experience with our services.
  
  Thank you for your understanding.
  
  Best regards.
  
  DocuSign ****************

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23141099
  
  I am rejecting this response because:

  I emailed **** ****** on 3/28. He did not respond to my email. 

  I again emailed **** ****** on 4/1. He did not respond to my email.
  

  I received a response from another gentleman stating my account cannot be canceled, meaning I will be stuck with this program that does not perform, for the next THREE years. He said he would escalate but i have not received a response.
  

  This program does not perform as was intended or sold to me. My account manager is unresponsive. The only remedy I want is cancellation of this program moving forward and no further billing.
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 04/02/2025

  Hi ****,

  We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.

  I have now got confirmation from your account team that **** *****, Renewal Account Specialist, will contact you to provide an update. Hope it helps.
  

  Please let us know if you don't hear from **** before the end of this week.

  Best regards,
  
  DocuSign Customer Service
  
  
  

   

   

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23141099
  
  I am rejecting this response because:

   

  **** contacted me on April 1 to advise he contacted the Revenue Opps Team for cancellation. As of this date, I still do not have a response. All i want is my account to be cancelled and no further charges.  Please cancel my account!
  

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

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on Docusign last year in March to cancel my account since you cannot speak to an actual human being with this company. I followed the steps to cancel and just assumed by following the process it would have been cancelled. To my surprise I received another annual fee charge on my card last week. I have spent the entire day trying to get a hold of someone via chat and going through their 'process' to cancel and receive a refund and I cannot get any response other than an email stating my cancellation request is processing. When I go through the 'process' to request a refund it just tells me I am not eligible for a refund. I believe I should be eligible considering I cancelled this service a year ago.

  Business Response

  Date: 04/01/2025

  Hi ******,
  
  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.
  
  Unfortunately I am not able to find any DocuSign account associated with the email address ************************** Please share the Docusign account number or the correct email address associated with your DocuSign account and I will investigate it further and get back to you ASAP. Please refer-
  
  *****************************************************************************************************************************
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23140611
  
  I am rejecting this response because:

  I provided the wrong email address for this account, my apologies. 
  This account is associated with ***************************************************.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/02/2025

  Hi ******,
  
  Thanks for providing the correct email address associated with your DocuSign account. 
  
  I reviewed your account details internally. I can see that you are already actively working with our support team in case# ********.
  
  Your account was already approved to be refunded $255.84 for invoice INV55992608. You can expect the refund to be credited back to your original payment method within 14 days. 
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 04/03/2025

  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:03/31/2025

  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.

  Hello:DocuSign provides a consumer to purchase a block of what are called seats (envelopes). Our company purchased the seats and did not want to exceed these seats. DocuSign charges the consumer for exceeding the seats. Our contention is we are buying a block of usable service. We do not want to exceed that block as we are not able to control our staff use. The only way to control our volume is by purchasing this established seat program.We feel by allowing the account to exceed the seat amount and charge us is misleading. Our account should be frozen until we purchased additional seats.We are disputing 241 envelopes which are sitting in an unused que and totaling $1411.20.This practice is misleading. I have made several attempts to resolve this concern with the support team with an unsuccessful outcome, which is the reason for the complaint.Thank you

  Business Response

  Date: 03/31/2025

  Dear ******,
  
  Thank you for reaching out to us regarding your concerns with the Docusign subscription. We appreciate your feedback and understand the importance of managing your account usage effectively.
  
  We have thoroughly reviewed your account details. The $1411.20 charge that you are referring to is the overage charges related to sending 294 extra envelopes over your allowed envelopes limit. Your  Business Pro annual plan comes with a limit of 100 envelopes per seat per year. It seems you had sent 294 extra envelopes over your allowed limit during the period from 02/05/2025 - 03/04/2025.
  
  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 -
  
  **************************************************************************************************************************************************************************
  
  From your account history I can see that in past also you have been charged for overages for smaller over usage, e.g. -
  
  INV54853759 dated 02/05/2025
  Overage Charge    $4.80 for sending 1 extra envelope during the period 01/05/2025-02/04/2025 
  
  INV54161245 dated 01/05/2025
  Overage Charge    $19.20 for 4 extra envelopes during the period 12/05/2024-01/04/2025
  
  Above past charges confirm that you would be aware of the DocuSign policy regarding overage charges and this should not be unexpected.
  
  We understand your concern about controlling staff usage and the desire to avoid exceeding the purchased seats. However, our system does not currently support freezing accounts when the envelopes limit is reached. Instead, it allows for continued usage with additional charges for the exceeded envelopes, ensuring that your workflow remains uninterrupted.
  

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

  We apologize for any inconvenience this may have caused and appreciate your understanding. We recommend implementing internal controls or monitoring mechanisms to better manage your staff's usage and prevent exceeding the allocated envelopes in the future.
  
  If you have any further questions or need assistance with managing your account, please do not hesitate to contact our support team. We are here to help and ensure you have a positive experience with Docusign.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Docusign Customer Service

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23137893
  
  I am rejecting this response because:

   

  With today's technology, advising you cannot restrict an account is baseless and false.  If I exceed those 100 seats, you should require authorization to continue with your service.  My account is suspended currently for intentional non-payment during this dispute process, clearly recognizing your service has the ability to suspend service.  DocuSign is attempting to BAIT AND SWITCH their consumers.

  We purchased 100 seats and no more, allowing these overages is an avenue to mislead and overcharge consumers.  If we paid the overage in the past, it was an oversight and took until this time to recognize this manipulation of charges.

  If this situation is not corrected, I will turn it over to our legal department to expose this corrupt practice.

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

  Business Response

  Date: 04/02/2025

  Dear ******,
  
  Thank you for your message. We appreciate your concerns and want to thank you for giving the opportunity to address them comprehensively.
  
  Firstly, we want to clarify that our service agreements and policies are designed to ensure transparency and fairness for all our paying customers. The ability to manage accounts and envelope allocations is indeed a feature we offer, and we apologize if there has been any misunderstanding regarding this.
  
  Regarding the overages, our system is designed to automatically account for any additional envelopes used beyond the purchased limit. This is to ensure uninterrupted service and support for your team. 
  
  We would like to assure you that there is no intention to mislead or overcharge our customers. Our goal is to provide a service that meets your needs and expectations.

  The overage charges are valid as per our Terms and Conditions which you agreed to upon subscribing to the current plan. Unfortunately we can't provide any refund for these overage charges.
  
  We understand that this may not be the outcome you were hoping for; however, our decision remains final. 
  
  As for your account suspension, it is a standard procedure during disputes involving non-payment. 
  
  We value your business and are committed to maintaining a positive relationship. We are here to assist you and ensure that your concerns are addressed promptly. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  Docusign Customer Service

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23137893
  
  I am rejecting this response because:

   

  Once again, simply said, we bought seats, your overage agreement is misleading and does not protect the consumer.

   

  Stand to your position if you choose.

   

  My complaint to BBB and all social media platforms will continue.

   

  Completely dissatisfied.

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

• Initial Complaint

  Date:03/26/2025

  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.

  Thye kept askign me to update my credit card and sayign I did not have enough envelopes. I though they mean I had used the service to much. I added an envelope. which was essentially doubling the fees. They have no accouting phone number to call. I called thier sales people and I have gotten several suspicious emails. No one has ever called. I cannot get my money back. I asked my back to cancel my card and return my money. Here is a sample of the suspicious email. Case Number: ******** Hello *****, Thank you for your prompt response and patience. I apologize for the inconvenience and the difficulty. Please note that 'Cancelling' your docusign plan and downgrading it to free is not chargeable and it will only reduce your features on sending envelopes, and also, you will still have access to all your previous documents and sent envelopes in your account. If you are opting to 'Close' your docusign account completely then you will not have the access to the account as well as the envelopes after the closure.Also please provided the last four digits of your credit card details. I am looking forward to your response as an approval so as to proceed with making the changes accordingly. I hope you have a great day ahead! Best regards,**** | Docusign Customer Support **************************

  Business Response

  Date: 03/26/2025

  Hi *****,
  
  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 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.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign Customer Service
  
  

• Initial Complaint

  Date:03/26/2025

  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 am not able to close my account with **********************. There is no place to do that online. All I can do is submit a request to which the company does not respond. All the while they continue to try to charge my card.

  Business Response

  Date: 03/26/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the inconvenience you've experienced while trying to close your Docusign account. Your feedback is important to us, and we are committed to resolving this issue promptly.
  
  Please follow the steps from below note to Cancel Your Subscription or Close your Docusign Account-
  
  **********************************************************************************************************************************
  
  Hope it helps.
  
  Thank you for your understanding and for being a valued customer.
  
  Best regards,
  
  ******************** Customer Service