Business Profile

Document Scanning Services

DocuSign, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Document Scanning Services.

Important information

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

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

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

For additional support, please visit Help & Support.

Complaints

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

Customer Complaints Summary

291 total complaints in the last 3 years.
162 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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 -

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

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 ****************
Initial Complaint
Date:03/04/2025
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 subscribed to DocuSigns Standard annual plan under the guidance of a sales representative, who failed to properly explain the Realtor-specific plan that would have better suited my needs. Due to this misinformation, I was placed on a poorly suited plan, leading to unexpected overage charges.After multiple frustrating interactions with customer support, a ********************** representative explicitly approved a refund of $436, which I have in writing. However, days later, another representative retracted the refund, claiming it was denied by their finance teamdespite the fact that it was already granted and promised to me.This bait-and-switch refund denial is an example of deceptive business practices. If a company formally grants a refund, they cannot retroactively revoke it due to internal miscommunication. If an error was made, it should be the companys responsibility to honor its commitmentsnot pass the burden onto the customer.I have written proof of the approved refund, and DocuSigns refusal to honor it is unacceptable. I am seeking the immediate processing of my $436 refund, as originally promised. If this issue is not resolved, I will escalate further, including public awareness campaigns to thousands of realtors who may reconsider using DocuSign due to its unethical practices.I am requesting BBB assistance to hold DocuSign accountable for its misleading business practices and ensure my approved refund is rightfully issued.
Business Response
Date: 03/04/2025
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.

Thanks for providing the case reference. I reviewed your old support case ********. I can see that support engineer ****** ****** made a mistake when he claimed that one-time refund exception for $436 was already approved. At this stage it was only approved by the support leadership but it was still subjected to Finance team's approval which was later denied by the finance team because overage charges are never refundable as per DocuSign's refund policy.

Anyway, 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 again with our finance team and if there is any applicable refund they will process it **** 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.
Please note that we are not confirming that refund of $436 will definitely be granted this time but we are giving it another try on your behalf.

Thank you for your understanding.

Sincerely,

DocuSign Customer Service
Initial Complaint
Date:03/04/2025
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.
Hello:I was a docusign user for a few years. About nine months ago I decided to cancel my recurring membership with docusign in 2024 through my online account with them which is their policy. Also, their policy is if you cancel before the 30 days you won't be charged the yearly membership fee. On March 3, 2025 I was billed the $457.64 for another year's membership. I have tried to reach out to docusign but since I have been demoted to a "free member" I don't qualify for any support services unless I pay them which they did take money from me but I guess that does not count. I have contacted my bank, spent about ten hours trying to reach them through the 800 number, their online forum, their website and through their instagram account. I also sent a letter to their San Francisco office. From viewing other user's comments of ********************** online this seems to be their way of keeping your money after cancellation as they make it impossible to reach anyone to cancel. They just hope that you either don't see the charges or you will give up.
Business Response
Date: 03/04/2025
Dear *****,

Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.

I have created a new support case ******** on your behalf with our support team responsible for handling such issues. Our support team will review this request as a priority and if there is any applicable refund they will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.

We sincerely regret any frustration or inconvenience this situation may have caused.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Initial Complaint
Date:03/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my Docusign account several months ago, but they continue to charge me and change the date of the membership ending on the account. I have screenshots of it ending than March 24th, though that I currently what is listed on my account.
Business Response
Date: 03/04/2025
Hello Sanaz,

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

Upon investigating your account internally, we found the support case you filed this morning. Rest assured that we will escalate support case# 14976982 to have a senior member of our team investigate this matter and to get in touch with you as soon as possible.
As you selected your preferred contact method *********************** when you created the case, please expect an update via support center shortly. In the meantime, if there is any additional information that you would like to share, we recommend that you add it in your open case.
Best Regards,
Docusign Customer Support
Customer Answer
Date: 03/05/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Initial Complaint
Date:03/02/2025
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.
Complaint Against DocuSign - Unauthorized Overusage Charges and Unfair Account Ban I am filing a complaint against DocuSign due to unauthorized overage charges and unfair account termination. On February 1, 2024, DocuSign started charging a new $3 per additional envelope usage fee and sent me an email notification. They also provided a link to upgrade my plan to avoid these overage fees (see attachment 1). My plan includes 100 envelopes, and I purchased an additional 100 envelopes, bringing my total available envelopes to 200 during the subscription period. My actual usage was less than 200 envelopes (see attachment 2), so I should not have incurred any overage fees. However, after a month, DocuSign charged me an overage fee of $93 (see attachment 3), despite my usage being within my paid plan. I contacted customer support multiple times, but they failed to provide a sufficient explanation. They only stated that the charge was automatically calculated by their system but could not justify why I was charged. Since DocuSign refused to resolve the issue, I had no choice but to dispute the charge with my credit card company. As a result of my dispute, DocuSign banned my account, even though I had already paid a $300 subscription fee for the following year. This is unfair, as I have important data stored in my account and should not be penalized for disputing an unjust charge. I am requesting: 1. A full refund of the $93 overage fee. 2. A full refund of the $300 subscription fee for the following year. 3. Immediate reinstatement of my account, as I have an active subscription and critical documents stored. DocuSign's handling of this situation has been unprofessional and unfair. I expect them to resolve this matter promptly.
Business Response
Date: 03/03/2025
Dear Sibo,

Thank you for reaching out regarding your concerns. We have reviewed your complaint and the details provided.

It seems you already filed a Chargeback Dispute through your credit ************ on payment of $93 to your OVERAGE INVOICE "INV47406780" FROM SERVICE PERIOD 03/04/2023 TO 03/03/2024. Your credit card issuer already took the payment from DocuSign against the charge $93.00 on this overage invoice INV47406780 and credited it back to the card owner of this card. From our side this overage charge of $93 remained outstanding and your account was subsequently closed due to the non-payment of this valid overage charge as per our terms and conditions. If you require any further clarification on our policies, we encourage you to review our terms of service *****************************************************************.

Anyway, I have created a new support case ******** on your behalf for our support team to check if there is any way possible so you can download your documents. I am not sure if it is possible now as it has been more than 90 days since the account was closed and documents would have already got purged by now but support team will definitely check it and see if there is anything possible from our end. 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.

We understand that this may not be the outcome you were hoping for; however, our decision remains final.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Customer Answer
Date: 03/04/2025

Complaint: 23010917

I am rejecting this response because:
Dear DocuSign Customer Service,

I appreciate your response, but it fails to address the core concerns I raised.

I repeatedly contacted your customer support team regarding the $93 overage charge, yet I never received a clear or reasonable explanation for why I was billed. Since your team failed to provide proper justification, I had no choice but to dispute the charge with my credit card company. However, in response, you permanently banned my account, preventing me from accessing my documents. Even now, you have still not provided any logical justification for why this charge was valid. Instead, you continue to insist that I must pay it without offering any factual basis or policy reference to support this demand.

Additionally, I paid for a full-year subscription ($300) but was only able to use it for less than three months before my account was closed. When my account was first suspended, your team agreed to refund the remaining 9 months of my subscription, yet in this latest response, you have completely ignored this issue. Your team also previously assured me that they would follow up with a response, but in reality, this matter was simply left unresolved without any further communication. I expect DocuSign to honor its commitment and issue the refund.

I understand that account reinstatement may no longer be possible due to your internal policies. However, I need a way to access my documents, which were stored in my account while I was an active, paying subscriber. This is a fundamental obligation for any service provider handling customer data.

Requested Resolution:
1. Refund the remaining 9 months of my subscription ($300 prorated amount), as previously agreed.
2. Provide a solution for me to access my stored documents, as they were uploaded and maintained during my active subscription period.
As a company of DocuSigns size and reputation, I would expect a more responsible approach to customer service. I urge you to find a fair resolution to this issue instead of avoiding key concerns.

I look forward to your prompt response.

Sincerely,

Sibo Li
Business Response
Date: 03/10/2025
Hi Sibo,
Thanks for your patience. I want to acknowledge the challenges youve faced and sincerely apologize for the inconvenience and frustration this has caused. Our immediate priority is resolving this satisfactorily but this is proving very challenging. I have been working on your request internally with our Finance and support team. Please let me clarify few points here -

> Refund request for Overage charge of $93

Since its been confirmed the overages were real envelope consumption above their allowance, this cannot be refunded and you have to pay the outstanding amount as it appears on the invoice. These extra envelopes had already been consumed so the overage charges are valid as per our terms of service.

> Refund the remaining 9 months of my subscription ($300 prorated amount)

I am working on getting this approved and I am very hopeful that the refund for 9 months of subscription left will be approved. We will notify you about the outcome by email update from support case ******** very soon.

> Provide a solution for me to access my stored documents

This is proving out to be the most difficult. Please note that the account was closed due to non-payment of overage invoice which still remains outstanding against your account. This invoice will have to be paid first if the account needs to be unsuspended. I am not sure if the documents will be there even if the account was reinstated as it has been more than 90 days since the account was closed and documents would have already got purged by now as per our document retention 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.

Thank you for your understanding.

Sincerely,

DocuSign Customer Service
Customer Answer
Date: 03/16/2025

Complaint: 23010917

I am rejecting this response because:
Dear DocuSign Customer services,
I appreciate your response, but I must strongly dispute both the overage charge and the handling of my account access.

Your team informed me that the $93 charge was due to exceeding my envelope limit by 31 envelopes. However, this calculation is incorrect. On January 29, 2024, I received an email from your company (see Attachment 1) stating that overage charges would begin, and I was given the option to purchase additional envelopes to avoid such charges. I promptly upgraded my plan on February 4, 2024 (see Attachment 2), which, according to your terms, should have provided me 200 envelopes (2 seats 100 envelopes per seat). Your support teams claim that I exceeded my allowance by 31 envelopes, reaching a total of 131, completely ignores my paid upgrade. Therefore, the overage charge is invalid.

You cited a 90-day retention policy as the reason my documents may be permanently lost. However, I was never notified of such a policy. It is not stated in the terms of service. If this policy exists, please provide the specific clause in your official documentation.
Even if such a policy did exist, I contacted support within the 90-day window (see Attachments 3 & 4), but your team failed to provide a timely resolution. The lack of action on your part directly caused this delay, and I should not be penalized for your companys failure to address the issue earlier.
Please confirm whether my documents can still be recovered. If data has been lost due to support delays rather than an enforced and clearly communicated policy, I expect a resolution, not excuses. I urge you to handle this matter promptly and fairly, as any further delays will only escalate my dissatisfaction. I expect a written response with a clear resolution plan.
Sincerely,

Sibo Li
Business Response
Date: 03/17/2025
Dear Sibo,

Thank you for your detailed response. We appreciate the opportunity to address your concerns regarding the overage charge and the handling of your account access.

Regarding the overage charge, we understand your frustration and have reviewed the information provided in detail. Our records clearly indicate that the $93 charge was applied due to exceeding the envelope limit by 31 envelopes. Please note that these 31 extra envelopes were already consumed before you upgraded your plan on February 4, 2024 so the overage charges were still applicable. Extra envelopes that you added on February 4, 2024, will only count towards the future envelopes that you send after the upgrade.

Concerning the document retention policy, we regret any inconvenience caused by the lack of a formal communication regarding this policy. These terms are in our Terms and conditions which you agreed on when you signed up for our service. Please refer "*****************************************************************" and specifically "4.6. Term and Termination for Docusign Services."

As you know we did reopen your account temporarily so you can check if any documents are still there but as you have confirmed that these documents have already been purged because the account has been closed for longer than 90 days since *************************** is that the total amount of ***** USD has been already successfully credited back to your account towards unused subscription period charges. Hope it helps.

I understand this is not the outcome that you were expecting but unfortunately we can't do anything further about it.

Thank you for your understanding.

Sincerely,

Docusign Customer Services
Customer Answer
Date: 03/22/2025

Complaint: 23010917

I am rejecting this response because:
Dear DocuSign customer support,
Thank you for your detailed response. I appreciate your effort in addressing my concerns. However, I would like to clarify a few key points that appear to contradict your explanation.
According to your stated policy, the envelope limit enforcement and overage charge policy began on February 1, 2024. You mentioned that the 31 excess envelopes were consumed before my plan upgrade on February 4, 2024. However, based on my email records, I did not send any envelopes between January 29 and February 3, and the envelopes I sent on February 4 were sent after my upgrade. Therefore, your rationale for applying the $93 overage charge is inconsistent with my usage record.
If your system logs indeed show a different usage pattern, I kindly request that you provide a detailed usage report showing the dates and number of envelopes sent during that period.
Regarding your statement about documents being purged after 90 days of account closure, I have carefully reviewed your Terms and Conditions, particularly the section you referenced Section 4.6: Term and Termination for DocuSign Services. Unfortunately, I was unable to locate any clause that explicitly outlines a 90-day document retention policy.
Please provide a direct link or quotation from your official policy that confirms this 90-day rule. General references to your Terms and Conditions are not sufficient.
If you are unable to provide a clear and valid policy clause supporting this claim, I will have no choice but to request appropriate compensation for the permanent loss of my documents due to insufficient notification and unclear terms.
Given that my documents are now permanently deleted due to a policy I was not informed of (nor able to locate in the provided terms), I am requesting appropriate compensation.
I have been a paying customer and have attached invoices totaling $1,159.02 USD. After deducting the recently refunded amount of $225, I am formally requesting a refund of the remaining balance of $934.02 USD, due to the loss of important documents caused by your lack of transparent policy communication.
I hope we can resolve this matter promptly and amicably. I look forward to your detailed response, including:
1. The envelope usage records from January 29 to February 4, 2024
2. The specific policy or documentation outlining the 90-day data retention period
Thank you for your attention and understanding.
Sincerely,

Sibo Li
Initial Complaint
Date:02/27/2025
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.
Hi,I needed to initiate a change in my plan for Docusign, but it is impossible to do so on their website. There is no customer support nor account executive to help me navigate this. Nor is there an easy option to get a refund. I think the only way is to initiate a chargeback despite their refund policy.
Business Response
Date: 02/28/2025
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 reviewed your account details internally. I can see that you have already created the support case# ******** with our support team for this same issue. 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:02/27/2025
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.
Date of the transaction: February 26, 2025 Amount paid: $65.00 The business committed to provide you: I upgraded my account to the PRO level because I wanted to send out more documents then the plan I had allowed. I was at the Free account and moved to the Personal and then to the Pro because after upgrading the first time I still could not send out a document. When I upgraded again and realized that even with have the higher package I still couldn't do the business I needed I tried to reach out to the company to get help resolving the issue. They have no humans available for customers to speak with. I tried the chat, calling the ***** number, reaching out on ******* and leaving feedback on the website. I have not received any assistance. At this time I want a refund for the $65 as I have close my account with them(2/27/25). I have not used the account since upgrading it.
Business Response
Date: 02/28/2025
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 reviewed your account details internally. I can see that you paid $65 for our monthly Business Pro plan for the period 02/26/2025- 03/25/2025. If you don't want to continue with this plan then you can downgrade or cancel it using the steps described in the below article -

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

Unfortunately monthly plans are not eligible for any refund as per our refund policy. Please refer-

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

Thank you for your understanding.

Sincerely,

DocuSign ****************
Customer Answer
Date: 02/28/2025

Complaint: 22998521
Dear DocuSign Customer Service,
Thank you for your response. However, your resolution is unacceptable, and we remain unsatisfied with how DocuSign is handling this situation.
As stated in my original complaint, I was completely unable to utilize the service as advertised, and despite multiple attempts, there was no available customer support to help resolve the issue in a timely manner. Because of this failure, I was left with no choice but to purchase the service from another provider.
Your response cites a no-refund policy for monthly plans, but Virginias consumer protection laws override internal company policies when services are not rendered as promised. Specifically, under Virginia Code 59.1-200(A)(14), businesses are prohibited from misrepresenting that services have certain benefits they do not. Additionally, Virginia Code 59.1-200(A)(8) protects consumers from deceptive business practices, including failure to provide services as expected.
At this point, we have no problem escalating this matter further to ensure a proper resolution. Given that I was completely unable to use the service and that DocuSign did not provide adequate customer support to remedy the issue, I am once again requesting a full refund of $65.00 for the unusable subscription.
Please confirm how you will proceed with issuing the refund.

Sincerely,

*** *****
Business Response
Date: 03/04/2025
Dear ***,

Thanks for your response. In your response you wrote -

>I was completely unable to utilize the service as advertised

I have checked your account details further. Our records clearly indicate that in last 30 days you have Sent 2 envelopes and Received 1 Envelope using our service. Since you have been using the service you are not eligible for any refund anyway.

Also please note that features and limits of all the plans we offer are very clearly listed on our website so there should not be any confusion.

We understand that this may not be the outcome you were hoping for; however, our decision remains final.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Customer Answer
Date: 03/05/2025

Complaint: 22998521

Dear DocuSign Customer Service,
Thank you for your response. However, we disagree with your timeline of service usage and request that you provide a copy of the records with specific dates and times for our team to review.
To clarify, yes, we were able to use the service before upgrading the account, but when we were prompted to upgradefor additional envelopes, the upgraded service did not work as expected. Despite making the required payment, we were still unable to utilize the upgraded service. That is the issue we are bringing to your attention.
As we have not been able to use the upgraded service since paying for it, we are once again requesting a full refund of $65.00. We would like to resolve this matter efficiently and move on from this experience.
Additionally, we want to highlight that DocuSigns refusal to issue a refund violates multiple consumer protection laws, including those in ********, ********, and **********, as well as federal statutes:
Virginia **** 59.1-200(A)(14) & (8): Prohibits misrepresentation of services and deceptive business practices.
Illinois Consumer Fraud and Deceptive Business Practices Act (815 ILCS 505/2): Prohibits unfair methods of competition and deceptive business practices.
California Unfair Competition Law ***** Bus. & Prof. **** 17200): Prohibits unlawful, unfair, or fraudulent business acts.
Federal **************** Act (15 U.S.C. 45): Prohibits unfair or deceptive acts affecting commerce.
Your decision to deny a refund for an upgraded service that was never successfully utilized is not only unreasonable but also a violation of our consumer rights under these laws.
We request that you reconsider and process the full refund immediately to avoid any further escalation. Please provide a copy of the usage records as requested, and confirm how you will proceed.
Sincerely,

*** *****
Initial Complaint
Date:02/25/2025
Type:Order 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.
On 2/15/2025 DocuSign sent us an invoice for us to pay $2,884.20, when the only service we needed from them was their standard package which is $300 annually. In the invoice they are charging us for ***** of 'eSignature Business Pro Edition' which isn't described clearly in any of their product information.Unfortunately our employee receiving these invoices left the company during the renewal period and we didn't have a chance to review before being issued this invoice. Trying to work with DocuSign to cancel this renewal and start over, they were dismissive and referred us to the renewal date.Given we want to have a good working relationship with all vendors, it was disheartening that DocuSign isn't understanding of our situation and won't consider prorating or just canceling this renewal so we can right-size our needs.
Business Response
Date: 02/25/2025
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 understand that ******* ********** who looks after your company's account has already contacted ****** ****** from your company to discuss a resolution for this issue. From my side I have also escalated this issue internally with your account team to expedite it. Please feel free to contact Beatriz directly if you have any questions or concerns. Here is their contact information:

Name: ******* **********
Title: Account Specialist
Email: ****************************************************************************************
Thank you again for your patience, and we appreciate the opportunity to make things right.

Best regards,

DocuSign Customer Service
Customer Answer
Date: 02/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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