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.

  999 3rd Ave Seattle, WA 98104-4019

• 

  DocuSign, Inc.

  221 Main St Ste 1000 San Francisco, CA 94105-1925

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:03/17/2025

  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 signed up for a plan w/ Docusign for my new business - I chose a higher plan (which was $45/mo) in order to do what I needed. In looking on their site - it appeared to be perfect for me - it was not clear that you are limited to 'sends' in the plan until you click down into another menu. I went based of their info listed (which is what I attached to this complaint). *Note that the cheapest plan DOES clarify how many 'sends' - which is why I opted for a more expensive option. I utilized extra 'sends' not knowing I would be charged for each one. I then got a charge on my bank statement for $286.20 -- in addition to their plan cost of $45. I tried to call - but you have to submit a ticket. It said I would hear back within 3 hours - but it was 3 days before I heard back. I requested a call - and again, no call ... they emailed. I again requested a call and finally got one 10 days later! **** informed that he could not refund the charge. I requested a supervisor - he declined, but then finally said he would have one call me after I told him to cancel my account. It's been 2 hours - and no call, but he again sent an email saying that he was advised by his team that they would not refund the charges as a one-time courtesy. They have now lost a client for life! They misrepresented their plans, hiding pertinent details - and then did not follow through with customer service requests. What a scam - and a terrible company! 10/10 DO NOT RECOMMEND DOCUSIGN - EVER!

  Business Response

  Date: 03/17/2025

  Dear *****,
  
  Thank you for reaching out to us and sharing your concerns regarding your recent experience with Docusign. We apologize for any frustration or inconvenience you have encountered.
  
  We understand that you signed up for a higher plan at $45 per month and were not aware of the limitations on the number of sends included in the plan. We strive to provide clear and transparent information about our plans and services in our website and documentation to ensure that all pertinent details are easily accessible and clearly communicated. To your concerns about envelope allowance not being clear on Docusign website; I wanted to note that on the Plans and Pricing page, envelope limits are clearly described in two different sections:
  
  1. If you click on "Show All Features" for any plan on "Plans and Pricing", under "eSignature core features", the "Send agreements for eSignature" is clearly listed as "Annual Plan: 100/user | Monthly Plan: 10/user " for "Standard" 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?". Please find below the information relevant to your account:
  
  "eSignature Standard and Business Pro: We believe that send volume (i.e. number of envelopes sent for signature) should not be a deciding factor in selecting your eSignature provider, and we understand that you may not know how many envelopes youll need to send for signature in your first year with Docusign. Based on historical usage of our existing customer base, we know that 100 envelopes per seat per year far exceeds the needs of most customers. Therefore, Standard and Business Pro annual plans include an allowance of up to 100 sent envelopes per seat per year."
  
  The additional charge of $286.20 that you are referring to in your complaint is the overage charge related to sending 53 extra envelopes over your allowed monthly envelopes limit. Your monthly plan comes with a limit of 10 envelopes. It seems you had sent 53 extra envelopes over your allowed limit during the period from 02/04/2025 - 03/03/2025.
  
  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 -
  
  *************************************************************************************************************
  
  Unfortunately the overage charges can't be refunded because the charges are valid and in accordance with our updated policies.
  
  Regarding your feedback on your support experience please note the support team aims to respond to inquiries promptly in the priority order, and we regret that there was a delay in addressing your ticket. We are committed to improving our response times and ensuring that our customers receive timely and effective support. We apologize for any inconvenience this may cause and appreciate your understanding. 
  
  We regret that this experience has led to your decision to cancel your account and no longer use our services. Your feedback is valuable to us.
  
  If you have any further questions or concerns, please do not hesitate to reach out.
  
  Sincerely,
  
  Docusign *****************

• Initial Complaint

  Date:03/17/2025

  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.

  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,
  
  ******* *******d be no further charges to my account unless I chose a new ********** Calls:March 3, 2025: I called DocuSign to request a full refund for the $45 charge.March 5, 2025: I placed a follow-up call to DocuSign, reiterating my request for a full refund.Resolution Attempts: DocuSign's support team acknowledged my request but did not issue a refund for the subscription charge.Additional Actions: I called my Business credit card company **** to file a dispute regarding this charge this morning. I am now reporting this incident to the Better Business Bureau (BBB) to ensure proper resolution.Additional Information to Include:Account ID: #********* Case Number: ******** Customer Support Contact: ******* from ********************** Customer Support Email Address for Correspondence: ***********************************************

  Business Response

  Date: 03/17/2025

  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. 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 for your understanding.
  
  Sincerely,
  
  DocuSign ****************

• Initial Complaint

  Date:03/16/2025

  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 signed up for DocuSign for one year subscription. After the year, I decided to move on from DocuSign and use another company. On the day of March 6th when my subscription ended I ended, I noticed there was a charge of $480 from DocuSign. I immediately called, did not receive a call back. I realize that DocuSign had automatically sign me up for another year old subscription that I already canceled. On their site I canceled again on the exact same day never using their services for the new year. However, I immediately filed for a refund of my $480 for the new year that I never signed up for, after a length time I was contacted by email, to provide DocuSign with authorization to refund me and also if I decide to have my refund return to the car that was on file. I replied yes to all. I was then contacted by DocuSign that my refund was denied because of their refund policy. I am not asking for a refund I want my money back because I did not use their product and I canceled on the same day that they took my money out of my account. I noticed ********************** using the same reply letter to everybody apologizing and saying they understand the situation, I don't want a AI written letter I want my money back that they should have never take it out of my account for a year of service that I did not sign up for. I know what is going to happen next they are going to reply to this notice to say that they have to have upper manager review this account this is a strategy to find a way to not return or refund customer's money. I'm asking the ******************** to please help me get back my money that they should have never taken for service that I had not used or as to have

  Business Response

  Date: 03/17/2025

  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. Our support team will review this request as a priority and if there is any applicable refund they will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.
  
  We sincerely regret any frustration or inconvenience this situation may have caused. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************

• Initial Complaint

  Date:03/15/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have since received email communication regarding the matter and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******ompany continues to try and take money. I have since canceled that card and got a new one and I still receive alerts that they are trying to take my money. Even after I filed a case to request account deletion. Therefore this is why I am here to request that they stop attempting to take my money and to permanently delete my account so that they do not have access to any of my information.

  Business Response

  Date: 03/16/2025

  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 reviewed your account details internally. I can see that you already contacted our support team by chat 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. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************

• Initial Complaint

  Date:03/14/2025

  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 makes it nearly impossible to cancel their monthly subscription. I have been trying to cancel my monthly subscription for three months straight and enough though their website says it is canceled they still charge me. This should be illegal.

  Business Response

  Date: 03/14/2025

  Hello Nitai,
  
  Thank you for raising this issue to Docusign customer support team through **********************.
  
  Upon investigating your account internally, we found the 2 support cases you filed on February 9th and yesterday (March 13th) reporting that you've been incorrectly charged for the months of January, February and possibly March, 2025, although you cancelled your Docusign subscription.

  On case# 14869221, I see that ****** and ******* *** from the customer support team asked that you provide evidence of cancelling your "Real Estate Starter - Monthly" subscription before the billing date on January, 2025, as they couldn't find any records to confirm that you may have cancelled the subscription in December, 2024, or January, 2025, which should have stopped the recurring payments on the following months. As you wrote to support on February 10th, I understand that you have not saved any records of your subscription cancellation apart from the snapshot you attached to the case, which confirms that you should not be charged after your subscription expires on March 8th, 2025. This case was automatically closed by the system on February 17th, as support did not hear back from you after their last email on February 10th.

  To investigate these charges further, I escalated your new case# 15015929 internally to have a billing expert review your account, invoices and all your current & previous cancellation requests, to determine if there was a billing error that may have resulted in these charges. Rest assured that the billing expert will get in touch with you shortly through your open case to discuss the issue further and possibly ask some more questions to clarify the situation. You will then receive customer support findings as soon as the investigation is concluded.

  I will personally monitor the progress of your open case to ensure the investigation doesn't lose momentum and that you receive timely updates from the Docusign customer support team. 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:03/12/2025

  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.

  May of 2024 after the busyness of tax season I assessed the usefulness of docusign over adobe signatures and Intuit Profile Signatures. I did the 30 day trial of Docusign and reached out to both of the other two to compare. After trialing Docusign & learning my needs I was able to better compare and although Docusign was far more expensive it had the ability to add other pages not just from the tax software in order to send to a client. I carefully reviewed all spoke to my IT department and clients for information . I was able to see the one option had one seat while others had more seats and since I am a sole proprietor I only needed the one seat (license) Since the annual fee would bring me to May 2026 after tax season I felt it was justifiable to spend this amount for a year although I did it with much hesitation.I used it throughout the year & last month it notified me that I only had 6 envelopes left. Even if they let me know at 50 left would have been better. I was in shock at no time was I made aware of the limitation. I immediately went back to the compare page and looked for this. Finally I searched 100 envelopes and found out that a seat was only 100. I contacted Docusign and immediately sought out a remedy explaining that since I was not made aware of the limitation I had used the service for each year I did for a client rather than combining all years into one envelope. Had they been transparent about a rather limiting feature I likely would have purchased from one of the other companies who offered unlimited or a minimum been more cautious with the usage. They offered no remedy except to say that I had to buy more at over 100$ expense. I felt something like this should have been more noticeable and I should not have had to search for the information. even my clients and IT who use it did not know of the limitation. They offered no discount and did not make any effort to rectify the situation. In fact they seem to only want to profit from their error.

  Business Response

  Date: 03/13/2025

  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 on February 1st expressing concerns about the envelope limits on your "Standard - Annual" plan. I see that Docusign Support has been actively engaged on your case# 14836776 until March 3rd, when the case was automatically closed by the system due to receiving no response from your side to ******* ******* email on February 24th.

  To your concerns about envelope allowance not being clear on Docusign website; I wanted to note that on the Plans and Pricing page [1], envelope limits is described in 2 sections:

  1. Under "eSignature core features", the "Send agreements for eSignature" is clearly listed as "100/user" for "Standard - Annual" 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?". Please find below the information relevant to your account:
  "eSignature Standard and Business Pro: We believe that send volume (i.e. number of envelopes sent for signature) should not be a deciding factor in selecting your eSignature provider, and we understand that you may not know how many envelopes youll need to send for signature in your first year with Docusign. Based on historical usage of our existing customer base, we know that 100 envelopes per seat per year far exceeds the needs of most customers. Therefore, Standard and Business Pro annual plans include an allowance of up to 100 sent envelopes per seat per year."

   

  To add more envelopes to your allowance you can purchase additional users, each user adds 100 envelopes to your annual allowance. You could also consider upgrading your plan if you believe your envelopes usage exceeds what is offered in your current plan. Check article "How do I make changes to my Docusign plan?" [2] for more information on how you can upgrade, or add users to your Docusign account.

  Please be aware that if you exceed your envelope allowance you may continue to send envelopes, but your account will be subject to overage charges. Check article "What happens if I exceed the envelope allowance on my Docusign eSignature plan?" [3] for more details. You can also find more details around Docusign "Pay-As-You-Go fees on page "Docusign charges for additional envelopes" [4].

  On the other hand, please note that Docusign is constantly evolving the way information is being displayed on our website, to allow our customers easier access to information related to products and services that we offer, as well as details around available plans and pricing for the different customer segments. Accordingly, rest assured that your concerns will be raised to customer support management to be considered as part of improving our service offerings.

  Reference Links:

  [1] Plans and Pricing page --> *****************************************************************************************************

  [2] How do I make changes to my Docusign plan? --> ******************************************************************************************************************************

  [3] What happens if I exceed the envelope allowance on my Docusign eSignature plan? --> **************************************************************************************************************************************************************************

  [4] *************************************************************************************************************

  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:03/12/2025

  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.

  My problem is that I can not access my account and can not use the service at all. I have been a customer with ********************** for 8 years. I opened a ticket and have a support case but there has been very little response from them. They sent me an initial email on Feb. 20th telling me steps to take. I did those and emailed back same day. It took til March 10th to get another email with no solution to my issue. Ive called to speak to sales and they escalated my case but then I got an email saying that they called me with no response and I dont have a missed call at all. I dont think it even rang or anything! Thats no effort to contact me. Im not even sure they truly attempted to call. But either way.. the customer support process at ********************** is terrible. I have a matter thats pretty simple. I need to access my account that I have but I lost access to the email address I used and now I can not get on.. it keeps trying to send a verification code to the old email that I dont have access to anymore. I have kept DocuSign because it was simple to use but I will be canceling and using another service. I would like to submit a request for a refund and to cancel my account and any future charges!

  Business Response

  Date: 03/13/2025

  Hello *****,
  
  Thank you for raising this issue to Docusign customer support team through **********************.
  
  Upon investigating internally, we found the support case you filed on February 19th reporting that you can not access your account, as you need to use it for your business. I escalated case# 14921349 internally to get an SME to assess the situation and advise on the next steps.

  Please understand that this is a difficult situation, as only authorized users on an account are allowed access to it, or to request changes on the account level (account downgrade, closure, refund, etc...). Unfortunately, as your personal email address ********************** does not have any active memberships on your "REALTORS" account, ******************** Support will naturally have very limited to offer in this situation. Account Management and keeping users of an account updated is the customer's responsibility. It is crucial in circumstances like yours that you change the email address of the admin on your account to the email address you will be using after leaving the company.

  I will work closely with a Support SME to examine the case and see what options you could be offered in this situation. In the meantime, if you have any follow-up questions, we recommend that you continue to work with Support through your open case.

  Best Regards,
  Docusign Customer Support 

• Initial Complaint

  Date:03/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a monthly plan from DocuSign on 1/4/2025. When I log into my DocuSign account the "Manage Your Subscription" drop down menu, and the "Upgrade Plan" buttons are dimmed out -- meaning that the website is blocking me from being able to manage my subscription or change my plan. Because I am not allowed to manage my subscription DocuSign is not allowing me to cancel my subscription and has billed me for February, and March. As the attachment states, they will renew my subscription again on 4/4/2025 against my will. Their "customer service" is a doom loop of self help articles that don't lead to any actual contact to a human inside the company who can help resolve the issue.

  Business Response

  Date: 03/09/2025

  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 have created a new support case ******** on your behalf with our support team responsible for handling such issues. Our support team will be in contact with you directly by email from case ******** so please keep an eye out for support emails and respond to them **** 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:03/08/2025

  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.

  Company: DocuSign Date of Transaction: Jan 19, 2025 Date of Cancelation: Feb 23, 2025 Product: Personal Dispute amount: $100 Dispute: I accidently signed up for the annual subscription billed at $120/year. I canceled the subscription on Feb 23 but was refused a refund policy stating that even for annual subscription any refund is possible only if canceled before 30 days. I am willing to the pay two months of monthly fee of $15/month and asking for partial refund of $90 from my annual subscription. Their cancelation policy for annual subscription is unfair and forces me to pay for the full year even if I am not satisfied with their product.

  Business Response

  Date: 03/09/2025

  Dear Balaji,
  
  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. Please note that the annual plan can be refunded only within first 30 days of initial subscription. Since you cancelled after the 30 days were over your account is not eligible for any refund as per our Terms of Service. Please refer "*********************************************************************************************************".
  
  I will see what I can from my side do to get you a one time courtesy refund for partial amount for the remaining subscription period. 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 for your understanding.
  
  Sincerely,

  DocuSign Customer Service

  
  

• Initial Complaint

  Date:03/06/2025

  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 to the Better Business Bureau (BBB) Against DocuSign Inc.Customer Name: Geicha ******* Email Address: ********************* Phone Number: ************ Address: 356 QUARRY ROCK CIR KISSIMMEE FL ***** Date of Unauthorized Charge: February 28, 2025 Amount of Disputed Charge: $652.50 DocuSign Account Number: ******** Description of the Problem:I have been a customer of ********************** since April 7, 2017, and have always paid a fixed monthly fee of $45.00 for the service I contracted. However, on February 28, 2025, an unauthorized charge of $652.50 was made to my credit card (ending in 2164) under the description "PURCHASE DOCUSIGN **** ON 02/28/************** DE."At no point was I notified of a change in my plan, nor did I authorize this additional charge. Furthermore, I use a tax program that already includes similar service at no additional cost, making this charge even more unjustified.Attempts to Resolve the Issue:I have requested from DocuSign the following:A copy of the contract or agreement that justifies this new charge.An immediate refund of the unauthorized charge.A guarantee that no future charges will be made for amounts other than the $45.00 monthly fee agreed ******* far, I have not received a satisfactory resolution. I believe this practice may be illegal, as I was neither informed in advance nor did I give my explicit consent.I request that the BBB investigate this matter and help me obtain a fair solution, including the refund of the unauthorized charge and the correction of any improper practices by DocuSign.I appreciate your prompt attention to this issue.Sincerely,Geicha *******

  Business Response

  Date: 03/07/2025

  Hi Geicha,
  
  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. You are on a monthly $45 DocuSign standard plan that comes with a limit of 10 envelopes per month. It seems you have sent 145 extra envelopes over your allowed monthly limit during the period from 01/28/2025-02/27/2025 as shown in the invoice INV55417525 dated 02/28/2025. Please note that all the envelopes limits are clearly specified on our website for each plan so you can decide on appropriate plan for your needs before subscribing to any plan. 
  
  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 -
  
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  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 as these extra envelopes were already sent.
  
  Thanks for your understanding.
  
  Best regards,
  
  DocuSign ****************