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.

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

• 

  DocuSign, Inc.

  111 Sutter St Ste 1000 San Francisco, CA 94104-4545

• 

  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:09/10/2025

  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.

  On 8/23/24, I purchased 1 seat and 100 envelopes with DocuSign. I ran out of envelopes and on 1/15/25 I purchased additional 2 seats and 200 envelopes for $269.60. I thought I was giving myself 100 envelopes to the current seat and adding one other seat. Come in Aug for my renewal, they wanted to charge me $958.50 for 3 seats and 300 envelopes. I was not aware that I would have three seats now. I thought it was for 2. My card was declined due to the high payment and I got in touch with customer service who connected me to ***** ***** to resolve the issue because we had a remaining 192 envelopes left to use that we paid for in Jan. I contacted ***** ***** on Sept 2nd 2025. He said he would open up a case for me to try and get some of my envelopes back to my account. After a week, ***** ghosted me. He would not return my calls or email. I contacted the support specialist who connected me to ***** and that person too has not returned my email. ***** we paid for the seats and envelopes in Jan we should have access to those envelopes at the very least until Jan. ***** my card did not go through in August they suspended my account completely not allowing me access my account without updating my payment method. I updated my payment method but I do not want to be charged $900. I want to change my plan. It will not give me the option to change my plan either without paying first. This company scammed me out of the product I rightfully purchased and should still be able to use. All while trying to get $900 out of me on a plan I do not want. This company is a scam.

  Business Response

  Date: 09/10/2025

  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 have already logged a case with our support team in case# ********. I have escalated this support case internally to expedite it. Please be rest assured we are here to help, and we will follow up with you from the support case as soon as we have an update.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

• Initial Complaint

  Date:09/09/2025

  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.

  I am filing this complaint regarding DocuSign's refusal to refund a monthly subscription fee for services that proved incompatible with my needs within one hour of purchase.9/6/25 6am: Purchased DocuSign's monthly "Standard Plan" subscription One hour later 9/6/2025 7am: Contacted customer support after determining the platform would not meet my business requirements 9/6/2025 7am: Requested immediate refund given the minimal time elapsed and lack of service utilization 9/9/2025: Request denied by both initial support representative and escalated manager 9/9/2025: Case closed without resolution 9/9/2025: Account closed although I have been told that if I close my account a refund cannot be issued.Issue Details:Within one hour of purchasing the monthly subscription, I conducted a thorough evaluation of the DocuSign platform and determined it would not fulfill my specific business needs. I immediately contacted customer support to request a refund of the subscription fee, given the extremely short timeframe and my inability to use the service effectively. Despite the fact that only one hour, both the initial customer service representative and the supervising manager denied my refund request, stating I was "not eligible". Requested Resolution:I am requesting a full refund of the monthly subscription fee paid for DocuSign's Standard Plan. Given the one-hour timeframe between purchase and my determination that the service was unsuitable, this refund request is reasonable and should be honored as a matter of good customer service.Consumer Protection Concern:This billing practice appears to exploit consumers who are evaluating whether a service meets their needs. Denying refunds for subscriptions cancelled within hours of purchase, before any meaningful use of the service, may violate reasonable consumer expectations and fair business practices.Thank you for your assistance in resolving this matter.

  Business Response

  Date: 09/10/2025

  Hello ********,
  
  Thank you for raising this issue to Docusign customer support through **********************.
  
  Upon investigating your account internally, I found the support case that was submitted on the back of your call with a Docusign customer support agent on September 7th. I understand that on your call with ******* ***, you asked to talk to a supervisor to discuss your request for a refund, as you determined that Docusign is not suitable for your business after you had paid for a "Standard - Monthly" plan.
  
  I want to confirm that Tiffanys clarification that the 30-day refund request window applies only to the initial term of annual plans, and that month-to-month plans are not eligible for refunds, is accurate as it aligns with Docusign Refund Policy (1), as well as our Terms and Conditions (2). I also see that a customer support lead (Jojiemar) tried to call you yesterday (September 9th) to discuss your request further, but it appears that you were in a meeting at that time. As a follow-up on Tiffanys email to you on September 7th, Jojiemar sent you an email confirming the same information and shared support article: Cancel Your Subscription or Close your Docusign Account (3), to help you either downgrade your account to Free, which preserves any documents you have on the account, or to close your account completely, where you will lose access to any stored documents. It doesnt seem that you replied to the customer support team after that, but I can confirm that your case is still open and customer support team was waiting to hear back from you.
  
  On the other hand, I checked your account usage and can see that you did not send, or receive any envelopes from the time your subscribed to the service on September 7th and until now (September 10th). Accordingly, I asked a billing subject matter expert to issue a courtesy refund, as a one-time exception for your subscription payment. I see that ******* from the billing team contacted you and explained that we have approved a refund. Were now waiting on the final approval from the finance team to complete the process. Once this is finalized, you should hear back from the billing team through your open case# ********.
  
  While were working internally on your request for a refund, could you let us know where Docusign service may have failed to meet your expectations, which drove you to make a decision to cancel your subscription? I may be able to connect you with one of our Sales team, if you wish to discuss your business requirements in more details to help you find a suitable subscription that could benefit your business. This way we will also have the privilege to keep you as a valued customer. If you wish to talk to a Sales representative, please share your contact details and availability times, and I will be more than happy to raise an internal request on your behalf.
  
  In the meantime, for any further inquiries I highly suggest that you work directly with the Docusign customer support team through your open case.
  
  Reference Links:
  (1) Docusign Refund Policy: *********************************************************************************************************
  (2) Terms and Conditions: *********************************************************************************
  (3) Cancel Your Subscription or Close your Docusign Account: **********************************************************************************************************************
  
  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:09/05/2025

  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.

  August 29, 2025 date of transaction.I was told I would have 100 envelopes a month for a $65.00 monthly ******* I have discovered that it's 100 envelopes per year and once I have gone over 100 envelopes it's $6.50 per envelope. I have spent 5 hours on phone calls trying to change my plan and am currently on hold for a supervisor. One of the docusign representatives advised that docusign is currently having problems providing adequate **********'s difficult to understand the telephone representatives who are changing the tone of their voice to avoid answering questions. I am being told that their is a cooling off period of 10 days to change the account. Please provide support to get Docusign to helpw with changing my account.

  Business Response

  Date: 09/07/2025

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

• Initial Complaint

  Date:09/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was just deceived by well known DOCUSIGN of ********************** this morning into thinking someone from the State of NJ needed me to electronically sign something by way of their platform. It was all a scam and this sort of thing NEEDS TO STOP. Well known companies like DOCUSIGN should be entrusted to be a leader of the right way of getting customers and instead, THEY ARE THE PROBLEM!!. Shame on them for hijacking even more of my personal information when trying to see whos trying to reach me from the state. Shame on them for such sad ways of trying to lure new customers. They really have to stoop to this level of scamming. BBB, your the only ones that can stop this c*** They should be leaders but they are a joke! and I wont sit idly by this corporation scam from big wigs who are supposed to do things the right way. A bunch of weasels they are as every single executive has no email listed on their corporate website because they know they are part of such a deceptive practices just like 99% of corporations. Shame on them! Yeah I said it! BBB, please put them on notice! Decent humans wont stand for this any longer. Thanks for your due diligence in advance.

  Business Response

  Date: 09/07/2025

  Dear ****,
  
  Thank you for taking the time to share your concerns. We are very sorry to hear about your experience and understand how upsetting it is to be targeted by a scam, especially when it involves the misuse of a trusted platform like Docusign.
  
  Docusign is committed to the security and privacy of all users. Unfortunately, as with many widely used technology services, there are instances where bad actors attempt to impersonate legitimate organizations and misuse our platform to carry out fraudulent activities. Please know that Docusign does not send unsolicited requests for signatures or personal information, and we never ask individuals to provide sensitive information outside of a secure transaction initiated by a trusted party.
  
  We strongly encourage anyone who receives a suspicious Docusign email or signing request to verify its authenticity before taking any action. You can find helpful tips and resources on our website, ************************************************************************, about how to recognize and report phishing or fraudulent activity. If you believe your personal information has been compromised, we recommend contacting your local law enforcement authorities and taking steps to protect your identity.
  
  We take these matters very seriously and are continuously working to enhance our security measures and educate users about online safety. If you have any details about the fraudulent request you received, please share them with us at ************************************************************************, so we can investigate further and take appropriate action.
  
  Thank you again for bringing this to our attention. If there is anything further we can do to assist you, please let us know.
  
  Sincerely,
  
  Docusign ****************

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23844088
  
  I am rejecting this response because: Its all lies. It brings me to your proven website. Apparently you dont know the IT departments own schemes. I'm in IT. It's your IP address that published info. I'm not new at this. Quit lying and quit your deceptions. PERIOD...There is no need for your PRE WRITTEN Response. YOU KNOW YOU SCAM. PERIOD. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 09/14/2025

  Dear ****,
  
  Thank you for your follow-up message. We understand your frustration and take your concerns seriously. However, we must firmly reiterate that Docusign does not engage in deceptive practices or scams. Our company is committed to maintaining the highest standards of security and integrity for all users.
  
  We recognize that cyber criminals sometimes attempt to misuse trusted platforms like Docusign to carry out fraudulent activities. This is an industry-wide challenge, and we are continuously working to combat these threats through advanced security measures, user education, and close cooperation with law enforcement.
  
  Your claim that Docusign is intentionally involved in such schemes is unfounded. We do not send unsolicited requests for signatures or personal information, and we do not condone or participate in any form of deceptive activity. If you have specific evidence of wrong doing by Docusign, we encourage you to provide it through the appropriate channels so it can be thoroughly investigated.
  
  We remain committed to supporting our users and addressing any legitimate concerns. If you have further information about the incident you experienced, please report it at ************************************************************************ so our security team can review it in detail.
  
  We appreciate your understanding and cooperation as we work to protect all users from fraudulent activity.
  
  Sincerely,
  
  Docusign ****************

• Initial Complaint

  Date:09/04/2025

  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 was defrauded out of $21,000 and the fraudsters used DocuSign 0n 05/09/2025 for my sales documents. The business they posed as does not exist and they should not have been able to use the service, where is the ***? I have significant documentation. Please feel free to reply and possibly schedule a call to ********** a retired Detective, veteran and consultant to technology companies, maybe I was overconfident in vetting this transaction. I believed I had done my due diligence on the seller and the vehicle with online searches and over 60 emails with the alleged representative of the company. There were an incredible number of detailed photos, videos and documents related to the car, the criminals used a *************** account and **********************, giving added legitimacy and integrity to the sale. I even paid for my own ****** and all the information matched.I decided to purchase, as I felt there were no red flag pressure tactics, just 60 or so emails of questions/answers; I signed a sales agreement. I received the invoice with the wire instructions for a *************** branch in *******, *******. This matched with the area where the dealership was located, I did a map search, being satisfied, I wired the money.Once I made the purchase, I was given an Offer# that was visible on their website. They promised to deliver the car in an enclosed car carrier on a specified date, and I was told that 24 hours before delivery, the driver would call me. I never received a call and when I emailed my **** who was using the name ******* *****, the status on the website changed to delayed. The next day the delivery was pushed out further and I emailed my request to cancel the purchase. The offer on the site then updated to cancel, refund in process. Of course, what I know now is that the recall of a wire transfer must be done in 24 hours or recovery is less likely.

  Business Response

  Date: 09/04/2025

  Dear ****,
  
  We appreciate your reaching out and are sorry to hear about your experience. However, Docusign is not a party to the transaction between you and the seller. Docusign is a technology provider that enables the electronic signing of documents and does not participate in, validate, or oversee the underlying business transactions or the parties involved.
  
  Docusign does not conduct Know Your Customer (KYC) or background checks on users who send or sign documents through our platform. Our service is similar to other electronic signature providers and is used by a wide range of individuals and organizations for a variety of purposes. The responsibility for verifying the legitimacy of the parties and the transaction rests with the participants.
  
  We recommend that you continue to work with your financial institution and local law enforcement authorities regarding this matter. If you require any documentation or technical information from Docusign to assist in your investigation, please let us know, and we will do our best to support you within the scope of our capabilities.
  
  Thank you for your understanding.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23840413
  
  I am rejecting this response because:

  The Docusign landing page displays all the companies that use their service, this marketing reflects the alleged integrity and trust users should be able to rely on. Your response reflects that you are ok with criminals using your service to steal and are also ok with victims relying on your reliability. It is incredible that your organization just excuses itself, its simply about profit at the end of the day. It is a sad state of affairs that there is no compliance to regulate your actions. Caveat Emptor comes to mind, I will continue to pursue making myself whole and share with the public my experience as a victim.

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 09/07/2025

  Dear ****,
  
  Thank you for your response and for sharing your perspective with us. We are truly sorry for the distress and loss you have experienced as a result of this fraudulent activity. We understand how upsetting and frustrating this situation must be, and we take your concerns very seriously.
  
  Docusign is committed to the security and integrity of our platform, and we continuously work to enhance our systems to help prevent misuse. While we strive to provide a secure environment for electronic signatures, unfortunately, as with many technology platforms, there are instances where bad actors attempt to misuse legitimate services. We deeply regret that our platform was used in this way.
  
  We appreciate your feedback regarding our marketing and the trust that users place in our service. Please know that we are constantly reviewing our policies and procedures to improve user safety and to educate our customers about best practices for identifying and avoiding fraud.
  
  If you have any documentation or information related to the fraudulent transaction that you believe would be helpful for our internal review, please feel free to share it with us at ******************************************************************************;
  
  We are also able to provide any technical records or documentation that may assist law enforcement or your financial institution in their investigation, within the limits of our privacy and security policies.
  
  Once again, we are very sorry for your experience. If there is anything further we can do to support you in your efforts to resolve this matter, please let us know.
  
  Sincerely,
  
  Docusign ****************

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23840413
  
  I am rejecting this response because:

  This is not necessarily a rejection, but I do not want the case closed. I will follow and instructions in the response and also DocuSign user.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 09/09/2025

  Hi ****,

  Thanks for your response. Please let us know if you have any further questions.

  Regards.

  Docusign Customer Service

  Customer Answer

  Date: 09/10/2025

   
  Complaint: 23840413
  
  I am rejecting this response because:

  I tried using ************************************************************************ as you suggested and there is no upload function for my documentation. Unless its buried in your website somewhere, it certainly isnt intuitive to locate. Maybe someone from your organization should reach out to me directly.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 09/10/2025

  Hi Mark,

  You can submit a report directly through our online web portal i-Sight (*************************************************) where you can upload file attachments as well. Link for this portal is also provided in the main web page at ****************************************************************************************.

  Hope it helps. 

  Regards.

  Docusign Customer Service

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23840413
  
  I am rejecting this response because:
  I have submitted the documents and referenced the second case number.

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 09/11/2025

  Sounds good. Our security team will investigate.

  Please let us know if you have any other questions.

  Regards.

  Docusign Customer Service

  Customer Answer

  Date: 09/12/2025

   
  Complaint: 23840413
  
  I am rejecting this response because:

  Again not a full rejection, just keeping this case open until I get a response based on the information I provided and results of an investigation. I have more documentation if necessary.

  Sincerely,
  
  **** *****

  Business Response

  Date: 09/16/2025

  Hi ****,
  
  Docusign takes allegations of fraud seriously, investigates where appropriate and takes action up to closing an account. Our Terms & Conditions restrict us from disclosing user data and please understand that for privacy reasons we do not respond to complainants with investigation status or outcomes. Hope it clarifies. 
  
  Thank you for taking the time to share your concerns.
  
  Regards.
  
  Rakesh

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23840413
  
  I am rejecting this response because: No Rakesh, I do not understand or accept your disclosures of face value. What youre telling me supports the fact that criminals will use your platform because they dont have to be concerned about anybody investigating.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/02/2025

  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 access to the DocuSign Transaction Rooms and the Florida Realtors Forms Library on July 3rd, 2025, through a REALTOR membership portal. The product was advertised as including access to specific forms libraries essential to my professional real estate work in ********Despite completing payment and providing all required credentials, I have never received access to the forms. It has now been over two months of ongoing support requests, Zoom calls, screenshots, and screen recordings documenting the issue yet the problem remains unresolved.DocuSign support has failed to provide a clear explanation or a working solution. I was told my account is linked to the forms library, but I still see no forms available. Ive asked for confirmation, step-by-step access instructions, and proper escalation with no results. No one has taken responsibility or provided a timeline for resolution.I purchased this service for professional use as a Florida REALTOR, and the lack of access has directly impacted my ability to work. Support responses are vague, repetitive, and unhelpful. Escalation requests are ignored or go unanswered. Due to these delays, *** had to purchase additional signing services from other providers just to continue working.Nature of dispute: Paid for digital product with promised access to forms; access never granted; no resolution after 2 months Payment date: July 3rd, 2025 Amount paid: NAR subscription price as advertised Desired resolution: Immediate provisioning of access OR full refund This is a formal complaint due to DocuSigns failure to deliver the purchased service and their ongoing lack of support.

  Business Response

  Date: 09/03/2025

  Hello Francesco,
  
  Thank you for raising this issue to Docusign customer support through **********************.
  
  Upon investigating your account internally, I found the support case that you submitted on July 17th, reporting an issue with accessing your Realtor profile and forms. I see that multiple customer support experts tried to assist you through case# ********, however the issue remains unresolved. A subject matter expert has also been engaged, after you asked to escalate to a supervisor on August 27th. Md ***** ******* tried to call you 10 hours ago, but as you are based in ********, the time of the call was most likely inconvenient.
  
  We apologize for the poor customer support experience youve had so far and to have missed calling you earlier to resolve the problem. I am now in process of escalating your case to a different subject matter expert to arrange a call shortly, where you can discuss the issue in further detail, and to find a fix as soon as possible.
  
  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

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23830442
  
  I am rejecting this response because the problem has not been fixed. I shared multiple times via screenshots, video grabs, and zoom call that I cannot complete the steps they indicate me. There is something wrong that needs to be fixed in the backend and we go back and forth without a resolution
  
  Sincerely,
  
  ********* **********

  Business Response

  Date: 09/04/2025

  Hi Francesco,

  I am personally following up on your open case# ******** and after seeing your last email 5 hours ago I escalated again asking for a subject matter expert to reach out to you for setting up a screen-sharing session, so that the team collects all the data needed to identify the root cause. I see that ****** reached out to you 3h ago asking for your availability and contact details. Please reply back to ****** with a few time-slots that suit you this week, or the next, and I'll continue to follow-up internally to make sure the investigation doesn't lose momentum.

  We apologize for the length of time Docusign customer support is taking to resolve your issue, but it appears that this is an unusual product experience that requires a bit of digging to determine the cause of issue. Rest assured that we will do our best to address this issue and find a solution as soon as possible.

  Please continue to work directly with the Docusign customer support team through your open case.

  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:09/02/2025

  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.

  The company engaged in deceptive trade practices. They Charge you for an annual subscription, but you can not use what you purchase at that time. You can only use 10 envelopes per month even though you paid for100. They do not tell you this, it is not on the invoices that you print out. Then they do not warn you that you have gone over your limit and just charge you for pay per envelope.
  They have not refunded me.

  Business Response

  Date: 09/02/2025

  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. Our support team will review your request as a priority and they will process any applicable refund 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:08/28/2025

  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.

  An account was created using a work email that I haven't had access to for over two years. There is no way to cancel services without access to the email address. The account wasn't used ******* that time. I had to contact the sales department to finally be transfered to a call center that eventually gave me an email address to request cancelation and a refund. In the email chain they agreed to a $700 refund as an exception to their policy. Shortly afterwards they revoked the reimbursment offer and only provided $245. I repeatedly requested my account be canceled and was then charge again in August 2025. I have an email chain of over 45 emailed documenting this. I'm a single mom and I can not continue to be charged for service that I'm not using or even have access to use. Please assist me. Thank you!!

  Business Response

  Date: 08/28/2025

  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. Our support team will review your request as a priority and they will process any applicable refund **** 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 **** 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 ****************

• Initial Complaint

  Date:08/26/2025

  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.

  DocuSign deceptively manipulated me into updating my payment method on file but was immediately charged $300 followed by two other fraudulent attempts on my payment method without authorization or any indication I would be charged anything at that time. After calling to dispute the charge I was told there was no possible way to receive a refund, but , only after explaining I had removed that payment method and replaced it with an invalid debit card to avoid further charges, was told I would receive a refund and needed to call back with the originally charged payment method. However, moments after getting off the call, I received a falsified refund confirmation, stating they have refunded the $300 to the payment method on file. Obviously, they knew the funds would not successfully be received therefore they falsified the receipt to silence me. I never received any sort of refund nor are any refunds pending on any of my accounts. This is deceptive and unethical. If its happening to be, its happening to hundreds or thousands of other consumers and should be met with severe consequences. It should be noted there are several other suspicious charges on my transaction history from DocuSign, ranging in amounts which were not agreed upon by me or familiar to me. Its made clear in the email that I should call back when I had the proper payment method in hand to receive the refund. Instead, they falsified a receipt.

  Business Response

  Date: 08/26/2025

  Hi *******,
  
  Thank you for reaching out and bringing this to our attention.
  
  I checked your account details internally. I can see that you are already actively working with our support team in case# ********. As support has already confirmed in the case, please note that your account has been downgraded to free as requested, and the refund of 300 USD has been processed  for you on 08/25/2025, which you will receive within 5-7 business days. Reference ID for the refund is "PM6GKJX98P7HFJP9", so that you can track it with your bank.
  
  I have enclosed the copy of credit memo which was also emailed to you for your reference.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23798513
  
  I am rejecting this response because: I  deserve a full explanation of the $240 attempt which occurred last month as well as the $300 charge prior to that. I never authorized charges of that magnitude to be debited from my account by **********************.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 08/27/2025

  Hi *******,
  
  Thank you for sharing your concerns. We take all customer feedback and allegations very seriously. However, we must strongly reject the assertion that Docusign engaged in deceptive or fraudulent practices regarding your account and payment methods. 
  
  At the time of your initial sign-up, you agreed to Docusigns Terms and Conditions, which clearly outline the auto-renewal policy and the associated charges. These terms specify that your subscription will automatically renew at the end of each billing cycle unless you cancel prior to renewal, and that the payment method on file will be charged accordingly. 
  
  Upon checking I can confirm that $240 payment that you are referring to was for annual renewal of your plan for the service period "07/12/2024 - 07/11/2025"  and it was successfully processed on 7/12/2024. The invoice for $300 for this years auto renewal for service period "07/12/2025 - 07/11/2026"  became due on 07/12/2025 but our system's attempts to process the payment to your ****** payment method kept failing due to error. 
  
  When you updated your payment method, the system successfully processed the renewal charge as per the agreed terms. There was no manipulation or unauthorized action; the charge was a result of the active subscription and the updated payment information you provided. All charges are processed transparently and in accordance with the subscription agreement.
  
  Docusign is committed to ethical business practices and transparency. We do not engage in deceptive or fraudulent activities. Any issues with billing or refunds are handled promptly and in accordance with our policies.  
  
  Thank you again for your patience, and we appreciate the opportunity to address your concerns.
  
  Best regards,
  
  DocuSign ****************

• Initial Complaint

  Date:08/22/2025

  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.

  These are straight up crooks! It all started when my free 30 day trial turned out not to be a 30 day free ********* was forced to pay an inflated monthly price that turned into an annual price. They constantly fail to send documents for signatures in a timely manner, if at all. NO CUSTOMER SERVICE number at all. The online callback request tab is not there as the site claims. When trying to chat online, there are preselected issues that you must click on to proceed & NONE of them are MY issues. When you type in your own issue, chatbot keeps saying it doesnt understand. WOW! So how do you reach out to this expensive service? Scam, scam, scam! But ironically, if you want to talk to the sales department theyre all ears. Wow! Scamming at its finest! BBB please help us consumers. This should be a class action lawsuit. They are stealing money for services not rendered. Just read the complaints on various sites including yours. They are scamming folks out of BILLIONS and smoothly getting away with it.

  Business Response

  Date: 08/24/2025

  Hi Dee,
  
  Thank you for reaching out to us regarding the issue with your Docusign free trial account. We understand your frustration and apologize for any inconvenience this has caused.
  
  Unfortunately, we are unable to locate any open DocuSign account based on the email address provided, i.e. ******************** To assist you further, we kindly request that you provide additional information such as the account number or the actual email address associated with your DocuSign free trial account that might help us identify the account in question. Please refer -
  
  *****************************************************************************************************************************
  
  Once we have this information, we will promptly investigate the matter and work towards resolving your concerns.
  
  We appreciate your patience and cooperation in this matter. Please feel free to contact us with the requested details at your earliest convenience.
  
  Best regards.
  
  DocuSign ****************