ComplaintsforDocuSign, Inc.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Docusign has been billing me for an inactive account. I called their billing service today and spoke with ******* and she had me on hold for over 20 mins. Refused to refund my account although it's inactive. I can't log in unless I activate it. She didn't even cancel the account as she kept telling me she couldn't. I am headed towards another billing cycle and she refused to stop the service before I am billed again.

  Business response

  04/14/2024

  Hi *****,
  
  I'm really sorry to hear about the frustrating experience you've had with Docusign's billing service. It's disappointing that support wasn't able to provide the assistance you needed and kept you on hold for such a long time.
  
  It's definitely important to ensure that you're not being charged for a service you're not using. I can confirm to you now that we have successfully processed the refund for your account and closed it as per your request. The refund for $210 has been issued back to your payment method, and you should see the amount reflected in your account shortly.I hope this resolves your concerns. Please let us know if you have any concerns or questions.
  
  Best regards.
  
  Docusign ****************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was wrongly charged monthly for a service that I already had through my *********** Brokerage OnPath Realty. somehow 2 profiles were created and when I attempted to send out an envelope I was given a hard stop and had to upgrade my plan to send out an envelope which needed to be sent that night. I attempted customer service for assistance as I did not think this was correct but kept getting rerouted and disconnected. Docusign is a great service but this monthly charge was issued in error and should be refunded to me.

  Business response

  04/17/2024

  Hi *****, 
  
  I see where the duplicate account was located and canceled. For that duplicate account it looks like you paid a total of $70 - I will get all of that refunded to you since it was clearly in error. You should see the funds returned to your payment method on file within 3-5 business days, depending on your financial institution. 
  
  To make sure, are you now able to login and use your company account that you were trying to get into before? 
  
  Thank you, 
  *****
  
  

  Customer response

  04/18/2024

  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

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was never notified of the charging per document amount or the change in pricing I have been paying 48 dollars for 2 years now you are way over charging me without notifying me of a change in pricing I will be filing a complaint against your company with the BBB and the **** I do not authorize you to continue to wrongful without authorization charge my credit card for more then the plan I signed up for! I have been trying to contact your company regarding these wrongful amounts I have been charged. You did not notify me of any price change. I signed up for a ***************************************************************** and your company will not respond I have tried to contact support 3 times I will be disputing these charges with my bank and filing a complaint with the BBB and the ****

  Business response

  04/05/2024

  Hi ***** - 
  
  Apologies for the trouble youve had. I am unable to locate an account using your name or your provided email address of *********************. I also cannot locate an account by your provided phone number of **************. I am happy to look into this further to find out what may be going on with your account. Please provide me with the email address you use to log into DocuSign, or an account or case number, or possibly an invoice number. 
  
  Best,
  *****
  
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my second year with this service, and I have had a horrible experience. The salesperson sells you a package to receive a commission, you never receive any formal training on using their software, and when you complain, it is impossible to speak with someone. One day last month I attempted to speak with a supervisor and was hung up on twice, the friendly people I did speak with weren't able to help me, and although I put in a request to be called back by a supervisor, that never happened; however I received a notice that my case was being closed although there was no resolution. Now the company is calling to sell me another package because I was never informed that voided contracts counted as used contracts. Again, this is because I was only sold a package but never offered training. Therefore, we've voided 82 contracts! When I advised the new salesperson we were never told that, all she did was try to sell me another package for $2k after we had just paid them $1,200 less than 2 months ago.

  Business response

  04/05/2024

  Hi ********, 
  
  Your account is governed by a contract and as such, any issues with billing or your contract must be addressed by your account team. I see your account executive has reached out via email recently. Your best course of action is to reach out to ******************************* ********************************************* or just respond to the email she sent a couple weeks ago. I will also send her a message to relay your concern. 
  
  Best regards,
  *****
  
  

  Customer response

  04/06/2024

   
  Complaint: 21516632
  
  I am rejecting this response because:
  In February, I spent the entire day on the phone trying to speak with someone, however, got hung up on twice, and spoke with several people whom were unable to help me. I requested a call back from a supervisor, which I never received. The only reason I was assigned an account manager was to sell me another package. When I advised her that my package still had envelopes remaining, because we'd voided some contracts out, all she did was told me voided contracts counted and attempted to sell me another package for $1800 or $2k. She didn't offer a resolution regarding the 80 plus contracts we'd paid for and thought we could void and resend. Your company offered us no formal training that taught us that voided contracts would count, therefore we didn't know. Your company's only concern is selling products and once that task is completed, it's impossible to reach anyone. If you do, they can't help, and you're unable to speak with a supervisor. My experience with this company was unreal! How could a company this large operate with such limited resources for its customers? 

   

   

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

  Business response

  04/11/2024

  Hi ********, 
  I apologize for the issues youve been having. If you need help getting the most out of your account, you can view many how-to guides or create a case on the Docusign ************** here: 
  **************************************************************************************
  As I previously mentioned, our support team is not able to assist with contract adjustments or credits. For those issues you will need to contact your account executive. 
  If youd still like to be contacted by a support manager I will be happy to arrange that, but keep in mind they will not be able to assist with anything related to your contract. Please let me know how youd like to proceed. 
  Regards,
  *****
  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been receiving a charge of ***** monthly to my Pay Pal from this company and my attempts to stop it have gone ignored. I am told they cannot locate the account. The email address listed never receives a response. I have been calling for years only to be told they cannot locate an account.I filed a complaint here, only for them to say they cannot locate account and STILL charging me. One individual located something and told me they could refund half my money instead of all and then hung up when I asked to speak with manager. Case # ********. I just want my money back and this company to stop stealing from me.

  Business response

  03/28/2024

  Hello, 

  I believe that I have located an account under an email that hasn't been discussed yet. I have created case# 13291441 and I will email the PayPal billing contact as well as the admin email address to confirm your status as the account owner. Please respond to that email to verify and I will be able to then discuss account details. 

  Best,

  **********;

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  March 18th, 2024 I was charged $195 (3 seats), but had downgraded my plan prior to the renewal date, and received a confirmation from Docusign, that my new amount is $130 (2 seats). See the confirmation attached from Docusign that effective March 17th, 2024 I was on a 2 seat plan for $130.Docusign has since made the correction to my plan, but has refused to issue refunds on a monthly plan. This is not a refund of a plan change post-date. This is an error on Docusign's part for invoicing me for 3 seats on March 18th instead of the confirmed 2 seats. Please issue a credit to my bank for your error in the amount of $65. Not a billing credit for next month's statement, but a full refund of the $65. I have gone back and forth several times, I just want this to get resolved.

  Business response

  03/25/2024

  Hi Amantha - 
  
  Apologies for any confusion, your case is being handled by an expert that knows to refund you the full amount of $65 (+tax, as applicable). You should have the funds available to you within ***** business days, though it should process much sooner than that as I have escalated this with our Customer Support leadership. 

  Thank you,

  **********;

  Customer response

  03/25/2024

  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

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  You can clearly see on my account it says "annual billing automatic renewal for $120/year). then you can clearly see they charged my credit card $228.53. Then I continue to get emails saying "we changed our billing amounts for your service". When they bill you for one amount how on earth are you allowed to bill something else, then use the excuse we can not credit you. Anyone can credit an account, and you should as you billed one amount as reflected on my account. When you do an autmatic renewal and it states $120.00 then how do you bill another amount. If anyone else here is having the same issue, I wish an attorney would looks at the deceptive business practices as I am sure I am not the only person having billing issues with this company. Instead of doing the right thing they keep saying "too bad our prices changed". Then why is my account reflect $120 for the 2024 billing period and you have a right to charge me $228.53.

  Business response

  02/26/2024

  Hi *****,
  
  Hope you are doing well. I noticed that you filed this new BBB complaint "********" for this exact same issue which has been already addressed in the other BBB complaint, Complaint ID: ******** that you filed on 2/20/2024. We have already povided a detailed response in the other Complaint ID: ********. 
  
  Please let us know if you need any other information.
  
  Thanks.
  
  DocuSign ****************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The yearly billing states $120/year. They take my credit card and charge me $228.53, the proceed to tell me this is a new rate. When I ask why my bill says $120.00 no one can answer. I called several times, asked for a supervisor, none of which are available ever, and never call me. Then I email and they just say nothing. Do not explain why my bill is one amount and they charge me another amount. Very unethical and refuse to do anything. If I cancel I will lose my data in files so they do not care.

  Business response

  02/20/2024

  Hi *****,
  
  I'm truly sorry to hear about your frustrating experience with your billing. It's completely reasonable to expect transparency and clarity when it comes to billing, and I empathize with your frustration at not receiving a satisfactory explanation despite your efforts to reach out multiple times.
  
  I checked and noticed that you have been working with our support team through case ******** and ******** (Closed as duplicate of case ********). First let me apologize for a support manager not calling you as was promised in the case ******** and I have already passed on your feedback to the support manager.  
  
  I checked your account account history as well and it seems support was right when they told you that the 120 dollars that were billed to your account in the past was the old price of your DocuSign account plan for realtors. The price of the plan may increase year by year, and that is what you agree on as per the DocuSign terms and conditions described here in "******************************************************************************17adno4*_gcl_au*NzU0NjAxMTg0LjE3MDg0ODQ3NDI.*_ga*MjAzOTg2MzYyMC4xNzA4NDg0NzQy*_ga_1TZ7S9D6BQ*MTcwODQ4ODI4OS4yLjEuMTcwODQ4ODM2NS40OC4wLjA.&_ga=2.17392958.626457930.1708484742-2039863620.1708484742".
  
  On checking your payment history I can see that the prices have been going up annually since ************************************************************* past you had paid following amounts for your plan renewal -
  
  $120.00
  1/10/2018
  
  $138.00
  1/10/2019
  
  $158.70
  1/10/2020
  
  $158.70
  1/10/2021
  
  $158.70
  1/10/2022
  
  $190.44
  1/11/2023
  
  $228.53
  1/29/2024
  
  So $228.53 you paid this time is the current price of your plan and you have not been overcharged.
  
  I hope it clarifies. If there's anything else I can assist you with, please don't hesitate to let me know.
  
  Thanks.
  
  DocuSign ****************

  Customer response

  02/21/2024

   
  Complaint: 21320606
  
  I am rejecting this response because:  It states right on my account the bill is $120/year.  No where does it state this is an old amount, why is it even on my account if it is not the correct billing amount?  
  
  Sincerely,
  
  *************************

  Business response

  02/22/2024

  Hi *****,

  Thanks for your response. 

  Our Billing team has clarified that the information on the Plan and Billing page does not update the new pricing.

  This is a known issue that engineering is aware of and has stated that they will not fix it as they intend to eventually replace the entire page with a new interface in near future. As such, the customer needs to get their current information from the invoice, not the billing page. Hope it clarifies.

  I want to apologize for the confusion on behalf of DocuSign. Please let me know if you have any further questions. 

  Thanks.

  DocuSign Customer Service

• Initial Complaint

  02/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 02/13/2024 I needed to electronically sign a document .I found DocuSign and they posted information about a 30 day feee trial. During the process I found that I was required to purchase a program. I found the cheapest plan they had was for $10 a month. Figuring I needed one document I would pay $10 and then cancel after I was done. I completed my process and when I looked at the email invoice to cancel the subscription I discovered that I was billed $120 for 1 year. I reached out to the company and told them about the problem. They responded that this was my own fault and showed me the fine print that stated this was a 1 year plan. They refused to make this right. There are other services out there that do not pull the bait and switch (twice in my case)

  Business response

  02/14/2024

  Hi ***,
  
  I'm sorry to hear about the frustrating experience you've been having regarding your DocuSign subscription. I will be more than happy to look into this issue in more detail and help out in anyway I can. I tried to find your DocuSign account based on your email address ************************ but I couldn't find anything in our system. It seems you may have registered with a different email account. Can you please share your DocuSign account number or the email address associated with your account so I can investigate it further. Please refer to following article which may help -
  
  *****************************************************************************************************************************
  
  Please let me know if you have any questions.
  
  Thanks.
  
  DocuSign Customer Service 

  Customer response

  02/15/2024

   
  Complaint: 21294001
  
  ****************************
  
  Sincerely,
  
  *********************

  Business response

  02/18/2024

  Hi ***,
  
  Thanks for providing the email details. I was able to find your account in our system. It seems you only signed up for this account on 02/13/2024 so you are still within the 30-day window to request a refund. If you cancel your DocuSign account before 30 days pass, you may request a refund for the full purchase price by contacting Support. This Risk-Free offer is available one-time only to any person or entity.  Note: The 30-day refund request window applies to annual plans only. Month-to-month plans are not eligible for refunds. I see that you have already created a support case for it in case ********. I have requested them to process a refund for you. They would ask you to provide a written consent by replying back in the support case to process your refund without that consent they will not be able to process the refund.
  
  Once again sorry for the confusion and any inconvenience caused. Hope that you will continue to be a valued DocuSign customer in future.
  
  Please let me know if you have any questions.
  
  Thanks.

  
  DocuSign Customer Service 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 25, 2023, HR CORP Servios Conexos Ltda. formally requested the cancellation of its online subscription service with DOCUSIGN ****** due to a significant service interruption in early July lasting nearly ten days, causing substantial inconvenience.HR CORP, a tax consultancy in ******, specializing in structuring judicial demands for the reversal of undue taxes, faced delays in essential hiring processes due to this interruption. This delay jeopardized our representation of clients before the ************** potentially causing financial losses in the millions for our clients and, by extension, our company.The service interruption was attributed to an unpaid monthly fee of 250 Reais ($50.00) by our administrative department, which upon notification immediately settled the outstanding payment and submitted proof. Contrary to our expectations, the platform remained inaccessible for nearly ten days post-communication. DOCUSIGN ******'s administration cited delays in payment confirmation by their external billing provider, a process typically instantaneous within ********* banking systems, as the cause.Faced with the imminent risk of client loss and potential legal repercussions, we opted to terminate our contract with DOCUSIGN ******, seeking a more reliable service provider. Despite promptly notifying DOCUSIGN ****** of our decision via email, we received no acknowledgment and they keep sending us monthly invoices. The continued billing for a canceled service, coupled with threats of negatively impacting our credit scorea critical factor for participating in competitive bidscan be very harmful.As a founding partner of HR CORP, currently residing in the ***, I urge the company's headquarters to address this matter with its ********* subsidiary promptly. Our goal is to halt the unwarranted charges and prevent any adverse effects on our credit score. Failure to resolve this issue may compel us to seek judicial recourse in both jurisdictions.

  Business response

  02/18/2024

  Hello *******,

  Thank you for reporting this issue to us. We are conducting an internal investigation into this matter and will follow up with you by this week.

  Best,
  DocuSign Customer Service

  Customer response

  02/19/2024

   
  Complaint: 21271482
  
  Please find attached the latest invoices. Don't know the reason, but invoices are always sent in pairs. One of R$ ****** and other of R$ 22.73.

  Looking forward to hearing from you soon.

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

  Business response

  02/23/2024

  Hi *******,

  Thank you for your patience while we conducted the investigation.
  
  As you are aware, your account was temporarily suspended due to past due monthly payments. Upon reviewing the account history, it appears there were delays in reactivating the account following the suspension. We understand this has caused frustration and inconvenience, and we sincerely apologize for any inconvenience this may have caused.
  
  However, we would like to clarify that the delays in reactivating your account were primarily due to partial payments being made, compounded by a weekend in between, which impacted the processing time required to reinstate the account fully. Once the remaining balance was received, the account suspension was lifted within 24 business hours.
  
  Also, according to the T&C outlined in your contract, it cannot be terminated prematurely due to the account suspension caused by overdue payments. The service discontinuity experienced was a result of partial payments made, which affected the timely reinstatement of your account.
  

  Please let us know if you have any further questions, or contact our Collections team at *************************************************** to resolve this matter. 

  Best,
  DocuSign Customer Service

  Customer response

  02/26/2024

   
  Complaint: 21271482
  
  I am rejecting this response once again in response to your recent communication regarding the temporary suspension of our account due to past due payments and the subsequent delays in reactivating our service. While I appreciate your efforts to explain the situation from your perspective, I must firmly reiterate the position of HR CORP Servios Conexos Ltda. regarding this matter.

  As previously communicated on July 25, 2023, we formally requested the cancellation of our subscription service with DOCUSIGN ******. This decision was not made lightly but was a direct consequence of a significant service interruption that lasted several days in early July. This interruption severely impacted our operations, delaying critical hiring processes and jeopardizing our representation of clients, potentially leading to substantial financial losses.

  It is important to clarify that we dispute the characterization of the service interruption as a short-term issue resolved within 24 business hours of payment. The reality we experienced was a prolonged inability to access the services we depended on, despite immediate settlement of the outstanding payment and submission of proof thereof. Since our formal request for cancellation, we have not utilized your services, operating under the belief that our contract was effectively terminated as of July 25, 2023.

  The ongoing billing and threats of negatively impacting our credit score are not only unwarranted but also unacceptable, given our clear communication regarding the termination of our service agreement. The lack of acknowledgment of our cancellation request and the continuation of these charges constitute a serious concern for us. Therefore, we once again request the immediate termination of our agreement with DOCUSIGN ******. We expect a prompt cessation of all billing from the date of our initial cancellation request and a formal acknowledgment of this termination. Additionally, we seek assurance that no adverse actions will be taken against our credit score as a result of this dispute.

  We hope to resolve this matter amicably and without further delay. However, should we fail to find a satisfactory resolution, we are prepared to explore all necessary legal avenues to protect our interests.
  Please consider this matter with the urgency and seriousness it warrants. I look forward to your prompt response and a resolution to this issue.

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

*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. ↩