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.

  999 3rd Ave Seattle, WA 98104-4019

• 

  DocuSign, Inc.

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

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:02/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had DocuSign service since 2022, and each year I paid around 318 USD using their envelop service.I have similar usages from 2022, 2023, and 2024, but in 2024, they suddenly changed their police without notifying me nor having my confirmation.They start to keep charging me for unreasonable and single-decision from them at a very high rate. Upon this reason and circumstance, I kindly ask for 2024 period unreasonable charges refunds.

  Business Response

  Date: 02/17/2025

  Dear *****,
  
  Thank you for reaching out regarding your concerns about the additional charges for the 2024 period. 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. Your annual plan comes with a limit of 100 envelopes per year. It seems you had sent 188 extra envelopes over your allowed limit during the period from 10/11/2024 to 02/10/2025. I have attached all the four invoices related to the overage charges for this period for your reference.
  
  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 -
  
  *************************************************************************************************************
  
  Please note that our pricing and policies are subject to periodic updates, and such changes are communicated through our standard notification channels, including our website and customer notices. Our records show that back in September'24 we did notify you have about these plan changes and overage charges. 
  
  Unfortunately the overage charges can't be refunded because the charges are valid and in accordance with our updated policies.
  
  However, if you have any further questions or need assistance with your account, we would be happy to help.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22953345
  
  I am rejecting this response because:

   

  like I said both in the email and claim, I have the similar usages for *********,*********, and *********.

  but only ********* got unreasonable extra charge, please see the billing history I have attached.

  so I am here to request, docusign should refund those extra charges of $500 etc. for *********. 
  

  It doesnt make any sense ********* not only charged me the plan price but also extra $500 with the similar usages of ********* and ********* year

  and you guys changed the policy without my consent, this is not ok at all

  
  Sincerely,
  
  ***** **

  Business Response

  Date: 02/18/2025

  Dear *****,
  
  Thank you for your response. 
  
  This is not a change to existing Docusign policy - it was always there in our Terms of Use available on the Docusign website. Docusign digital plans have envelope limits but they have not been strictly enforced in the past. However, beginning July 2024, customers exceeding their contractual allotment will be charged our standard per-envelope fee for each extra envelope sent.

  DocuSigns Standard annual plans include an allowance of up to 100 sent envelopes per user, per year, that far exceed the needs of most customers. Customers requiring additional envelopes can visit the Plans & Billing page and add more envelopes to their current subscription.
  
  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.
  
  Thanks for your understanding.
  
  Best regards,
  
  DocuSign Customer Service

• Initial Complaint

  Date:02/17/2025

  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 canceled our subscription, both online and by emailing our account manager, and the cancellation was done before the account was to be billed for the following year.Docusign proceeded to charge us $660 anyway. After complaining to our account **** I have heard nothing in response. I have issued a complaint with our credit card company and they have refused to respond to them as well. Apparently, without an active subscription, there is no way to contact support, either via email or via phone. So, I have no way to contact them directly anymore.

  Business Response

  Date: 02/17/2025

  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:02/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a product for DOCUSIGN, and when I needed help there is absolutely no phone number for support. They send you to different pages and back again in circles online. This is horrible when your business (realtor) depends on getting documents out in a time sensitive manner. This company has gotten too big and unable to provide ANY customer service. In fact, they want you to go to a "community" for other non Docusign customers to answer your questions, which may never come.

  Business Response

  Date: 02/17/2025

  Dear *****,
  
  Thank you for reaching out and sharing your feedback. We sincerely regret any frustration youve experienced while seeking support. 
  
  We understand your concerns about the support experience and sincerely apologize if you encountered difficulty navigating our website or reaching a representative. As the industry evolves, most of the companies, including ours, are transitioning towards online support models to provide faster and more efficient assistance. This approach allows us to offer 24/7 access to self-service resources, live chat, and community forums where customers can find solutions from both experts and fellow users. While traditional phone support is becoming less common across the industry, we are continuously refining our support channels to ensure customers receive the help they need.
  
  Starting November 2024, Docusign is fully digitizing our support process to offer customers an enhanced experience and better service routing for paid account users. 
  
  Moving forward, paid account users can request a phone call on the Docusign *************** and all users can access our self-service resources.
  
  Please review the below Docusign Support article for details -
  
  *******************************************************************************************************************

  Your feedback is valuable, and we are continuously working to enhance our support options to better serve our customers.
  
  Thanks for your understanding.
  
  Best regards,
  
  DocuSign Customer Service
  

  
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22952634
  
  I am rejecting this response because:

  If you operate a business and people are paying for that product they have the right to SPEAK to a person when needed. I work with contracts which are time sensitive. I spent HOURS looking through a multitude of pages for the answer. Which I never found. Your community is sad, you expect people not employed by your company to try and answer questions. Any and ALL businesses should offer customer service hotlines. ALL, businesses should stand behind their product. When I needed you, no one could be found. I still cant fix the problem which may be very simple, but I have no guidance. I see that you now offer plans where you have to PAY extra to talk to a real person. REALLY? Your answer passed the ***** your answer was ask others for the answer, not our employees. I don't care if other companies are doing it, You should stand apart by offering what should comes free with your product. Extremely disappointed in your answer and your company. I will be looking for another option and share this with others. Guess since you save money by not providing service to your clients it doesn't matter if you lose a few right?
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/19/2025

  Dear *****,
  
  We appreciate your feedback and understand your frustration. However, we must respectfully reject this response, as it does not align with the nature of our support process. We recognize the importance of timely solutions, and we are always working to improve our support offerings. 
  
  Our support model is designed to provide customers with multiple avenues for assistance, including comprehensive self-service resources and community engagement. While we understand that direct access to a representative may be preferable in certain cases, our structure ensures efficiency and accessibility for a broad range of customers.
  
  Please note that paid account users can still request a phone call from our support team on the Docusign ************** for their issues.
  
  Please review the below Docusign Support article for more details -
  
  *******************************************************************************************************************
  

  If you require further assistance with your issue, we encourage you to reach out through one of the available channels, and we will do our best to assist you.

  Thanks for your understanding.
  
  Best regards,
  
  DocuSign Customer Service

• Initial Complaint

  Date:02/14/2025

  Type:Sales and Advertising 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 have been a customer of ********************** for several years, my account id ********. I have dealt with issues of them raising my seats and automatically over charging my account. I was able to successfully get my money refunded in the past. After more issues in January, I decided to not renew my subscription on March 4, 2025. I have an email dated Jan 27, 2025 saying they were processing my cancellation for March 3, 2025 and then would automatically be switched to a free account. The next time I went to send a DocuSign, my account was already closed, all my envelopes were gone and I was unable to use it. I have a tax preparation office and it is crucial to my business that I can get electronic signatures and get returns e-filed for my clients. I had aprx 130 envelopes remaining at $3/envelope some of which I had just purchased in January to get a 20% discount, which was just a mess and when I finally decided I have had enough. Nobody will respond to my requests. I expect to have my money refunded for the 130 envelopes I lost due to their error.

  Business Response

  Date: 02/16/2025

  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# ******** for this same issue. 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 ****************

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22941651
  
  I am rejecting this response because: It is a slap in the face and doesn't begin to compensate me for illegally shutting down my paid account which contained at least $390 worth of unused paid envelopes. At first all I wanted was for them to give me access to my account so I could use up my paid envelopes, but I never got a response to that request. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/17/2025

  Hi *****,

  Thanks for your response. We understand your frustration regarding the closure of your account and the unused envelopes. 
  
  However our support team carefully checked all your account history. Please note that the only refund we can offer you is for the last payment made and a prorated amount from your annual subscription payment. 
  
  Additionally, we have checked your usage and there is an estimate of 156 envelopes sent already from the beginning of your annual subscription on on March 4, 2024 - Feb 8, 2025. If you have any additional details or proof regarding your account and envelope usage, please feel free to share them with support team in case ******** and they can check on it further. 
  
  Our goal is to ensure that your concerns are thoroughly addressed. 
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign Customer Service

  Customer Answer

  Date: 02/18/2025

  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. 

  I have attached their email response of our settled on amount. Thank you for your help.  They wouldn't give me the time of day until you got involved. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/13/2025

  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 have been trying to cancel my subscription and created a case number with docusign. I have received auto emails with instructions, but when I follow instructions I continue to get the same auto emails. They have names on them and I reply and there is zero response. I have bee trying to get a refund of $300 that they took from my account and I cannot get any proper response. It seems impossible to even speak with someone and I suspect the emails are simply AI generated. I have seen a lot of chatter online about other people being unable to speak with someone and get their money back.

  Business Response

  Date: 02/14/2025

  Dear *******,

  Thank you for raising this issue to Docusign ********************* team through Better Business Bureau.

  Upon investigating your account internally, we found the support case you filed on February 6th, 2025 through support center webform asking for a refund of $300 that you were charged on 1-27-2025 for renewing your account, as you no longer use Docusign.

  On your open support case ********, our records show that **** Hernanie from Docusign support sent you several emails to your email address ************************* in an attempt to verify your account and asking for confirmation if you are looking to downgrade, or close your account. Jose's email to you were on February 7th, 8th, 10th, 11th and 12th, then a subject matter expert took over from **** and sent you the last email yesterday (February 13th). As I can see, you have not replied to Docusign support reach outs to date.

  If you check your inbox and spam folders, and you don't see emails from Docusign support related to case ********, it is possible that your organization is blocking Docusign email addresses, In that case, you need to contact your email server administrator(s) and ask that they allowlist the Docusign email addresses listed in this support article: ************************************************************************************************************************************************

  Please be mindful that the support case will remain open until February 20th waiting for your feedback, after this date the system will automatically close the case due to no response from your side. You will then need to submit a new case via support center webform to restart the process if your case is closed.

  For reference on the difference between downgrading and closing your account, and to help you decide which option suits you most, please review this support article: ************************************************************************************************************

  Best regards,

  Docusign ********************* 

• Initial Complaint

  Date:02/12/2025

  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.

  Purchased Pro for $240 a year on Auto renewal on 12/13/2024 and was charged for it on 12/16/2024. On 12/17/2024 I changed my Plan to eSignature Personal for $120 a year. I contacted support for a refund of $120. I was notified by **** f the email below:***** **** Docusign, Inc.12/31/2024, 02:16 PM Hello *******,This is ***** **** from DocuSign.I appreciate your response and approval for this request. I already initiated the request and I will keep you updated on the process.Kind regards,***** **** | Core Support Expert ************************** I waited until 1/15/2025 still no refund. Then on 1/20/2025 I get an email as follows: Case Number: ******** Hello *******, Good day! This is Ruby from Docusign Customer Support. We have processed the refund for you and kindly wait for 5-7 business days for it to appear on your account. Thank you and have a great day ahead! Best regards, Ruby | Docusign Customer Support ************************** I emailed back to say still waiting for refund on 2/3/2025, 2/05/2025 and 2/12/2025 with no response. I still have not received a refund to me bank account. I have not received a phone call from them or an email with an explanation either. I simply would like my $120 refunded.

  Business Response

  Date: 02/12/2025

  Hi *******,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I can see that you are already actively working with our support team in case# ********. I have escalated this support case internally to expedite it. 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 ****************

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22932772
  
  I am rejecting this response because: I would like to reserve the right to hold open the case until I have been paid out (***** days.)I also and in communication with them on the amount they owe me. They had promised to follow through before and then dropped me so I am hesitant. See their response email below:

  Case Number: 14699424
  
  Hello *******,
  
  Thank you for contacting Docusign Customer Support. I am happy to assist you.
  
  A refund request for 113.76 USD has been submitted to start the refund process. This amount is subject to change due to taxation or proration. This process can take 10 to 14 business days. If you do not see the refund in your account within 10 to 14 business days, please contact us and reference your case number: 14699424.
   
  We hope this is helpful. Let us know if you need any further assistance. Thank you for using Docusign.
  
  Best regards,
  
  Jan Carlo *  Docusign Customer Support
  **************************
  And here was my response: 

  Case Number: 14699424
  Jan Carlo,
  
  
  There should be no proration as the change happened same day as the renewal. You can see when Docusign changed my package back to eSignature Personal was dated same as the renewal date so no proration should be charged and as for taxes, there has never been a charge for taxes (******) prior in a package and I should not have to pay one now. A flat fee of $120 for the eSignature Personal package compared to the $240 eSignature Pro is a difference of $120. I am expecting $120. And the fact that I have had to wait since 12/16/2024 should warrant any fees associated with that. Also, I have been advised previously (email from Ruby dated 1/20/2025) that refunds should only take 5-7 business days, not 10 to 14.  
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 02/14/2025

  Hello *******,

  Thank your for coming back to **. I reviewed your open case 14699424 and can see that you have been in contact with our subject matter expert Jan ***** until a few hours ago.

  Please note that we cannot keep a BBB complaint open to track the progress of an open support case. Since Docusign support already processed a refund to your account, it takes 57 business days for the process to be completed, as Jan ***** explained in his latest email.

  If you have any follow-up questions, we recommend that you continue to work with Docusign support through your open case.

   Best regards,

  DocuSign Customer Service

• Initial Complaint

  Date:02/12/2025

  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.

  My company ************* was sold to ********** in March 2024. Shepherd's subscription with DocuSign was set to renew in February 2025. A month prior to the renewal, ********** made several attempts to cancel the account and could not because DocuSign did not respond. If you do not have access to the admin account (this person left the company), the only way to contact customer support is through email. Despite these many attempts to cancel. DocuSign charged ********** credit card.After discovering the charge, I also attempted to cancel the account and have been going through customer service back and forth for a week. Worst customer services I have experienced in 35 years of doing business with vendors.

  Business Response

  Date: 02/12/2025

  Hi *********,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I can see that you are already actively working with our support team in case# ********. I have escalated this support case internally to expedite it. 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 ****************

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22930840
  
  I am rejecting this response because:  At this point, this issue not resolved. Even though DocuSign has responded they have not given me a credit nor cancelled the account. Again, I have to walk through complicated procedures involving other individuals from the acquiring company to close the account.  Since February 7th, I have exchanged at least seven emails with various individuals from DocuSign to get this resolved.  I also discovered that the acquiring company of Shepherd, **********, reached out to them in January to close the account without success.

  I will follow their most recent instructions and report back to BBB when the matter is resolved.
  
  Sincerely,
  
  ********* *********

  Business Response

  Date: 02/14/2025

  Hello *********,

  Thank you for providing additional information. I reviewed your open case 14860480 and can see that you have been in contact with our subject matter expert Angelifa. In your last correspondence yesterday (February 13th, 2025), you confirmed that you will coordinate with the account administrators ********* and ****** to create a new support case requesting to close the account and to issue a refund for the renewal charges. At this stage, Docusign support cannot proceed any further until a request has been made by the account administrators, as explained.

  If you have any follow-up questions, we recommend that you continue to work with Docusign support through your open case.

  Best regards,

  DocuSign Customer Service

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22930840
  
  I am rejecting this response because:

  I am still awaiting confirmation of cancellation and credit of funds to my credit card.

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

• Initial Complaint

  Date:02/11/2025

  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.

  Subject: Urgent Complaint Unable to Update Email on DocuSign Account Dear ************************ am reaching out to formally file a complaint against DocuSign due to their lack of customer support and failure to resolve my issue in a timely manner.For the past six days, I have been trying to update the email address associated with my DocuSign account after changing firms. However, I am unable to complete the process because the verification code is being sent to an email address I no longer have access to. I have already opened two support cases and followed the proper channels, yet I have not received any assistance. DocuSigns stated response time is 24 hours, but I have not been contacted, and I have been unable to reach a live representative by phone.This issue is urgent, as I need immediate access to my account with my new email address. I expect DocuSign to provide a resolution promptly and request that a representative contact me as soon as possible.I appreciate your assistance in escalating this *********** regards,Tay Tiwoni Former email is ********************** New email is *******************

  Business Response

  Date: 02/11/2025

  Hi Tay,
  
  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:02/10/2025

  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.

  I called DocuSign around 02/8/25, and asked the Pinoy for a supervisor. He said none were available and said Ill receive a call back. In addition, DocuSign is attempting to charge my debit card $32.40 without my permission. I asked him to stop attempting to charge my card. Today is Monday 2/10/2025, and I have not received a call from a supervisor. In addition, DocuSign has continued to attempt to charge my debit card $32.40. I then called on 2/10/2025 and spoke to a male agent in ******* **********. He said he was the wrong department and transferred the call. I then spoke to a Pinay in the *********** who identified as ****. After providing my account number she did not honor my request to speak with a supervisor and she did not honor my request to stop attempting to charge my debit card. Then she said she was the wrong department and refused to transfer to the correct department. Moreover, her background noise was very loud. The noise was not coming from my phone because the background was quite when I spoke to the American agent in *******. My experience with DocuSign is egregious. I seek to hold DocuSign accountable.

  Business Response

  Date: 02/11/2025

  Dear ******,
  
  Thank you for reaching out regarding your recent experience with Docusign. We have reviewed your concerns and would like to provide clarification on this matter.
  
  I reviewed you account details. Based on our investigation, our representatives followed standard protocols when handling your request. While we regret any inconvenience you may have experienced, we found no evidence of misconduct or improper handling of your concerns. Regarding your request for a supervisor, while we strive to accommodate such requests when possible, immediate escalation is not always available. Our agents are trained to assist and provide accurate information based on the situation at hand.
  
  I also investigated about the charge of $32.40 that you mentioned which DocuSign has been attempting to charge on your credit card. This charge is overage charge for 9 extra envelopes that you have sent over your allowed envelopes limit. 
  
  You were notified by email about hitting 100% of your subscriptions envelope limit on January 13. It seems you opened that email on the same day as per our record. I have attached it here again for your reference. 
  
  Our Reasonable Use policy does indicate that each seat can send 100 envelopes in one year, and if you need to purchase more envelopes due to consumption, you can add them at a prorated cost based on the time left in your billing term. The number of envelopes is also shown on your dashboard, showing how many sends you are allotted and how many youve used. 
  
  These overage charges are in accordance with the agreed terms of service and are valid charges. Please also refer to below clause in our T&Cs "*****************************************************************" which you agreed upon to at the time of subscribing to DocuSign -
  
  "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.  Overage fees (including but not limited to Pay-As-You-Go fees) are billed in arrears at the per unit fee indicated in the Subscription Plan in effect at the time such Overage occurred.  Overage fees are due and payable immediately upon invoice, and you will be charged the payment method associated with your Account automatically at time of invoice. Late payments for Overages, including due to an invalid payment method being on file or any other reason,  may result in interest charges at our sole discretion.  "
  
  If you believe there is an unauthorized charge, we encourage you to review the Terms and Conditions again or reach out to your financial institution for further assistance.
  
  As we consider this matter resolved on our end, no further action will be taken. However, if you require further clarification regarding our policies or billing procedures, please let us know.
  
  Sincerely,
  
  Docusign ****************

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22923944
  
  I am rejecting this response because: Ive asked multiple agents to stop attempting to charge my debit card. You do not have permission to charge my card on file. If you continue to attempt to charge my debit card, I will retain an attorney and file legal action.

  In addition, I still have not received a phone call from a supervisor. 

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

  Business Response

  Date: 02/14/2025

  Hello ******,

  Thank you for the additional details. Checking our internal ticketing system, I found an open case associated with your email address (*************************************).

  You created case 14868456 on February 9th through a ************** Webform, asking for a supervisor to call you any day after 2PM PST. KEZ from our Support team sent you an email the next day (February 10th) asking for additional details to verify the account, which is a standard protocol Docusign support follows before facilitating a call with a supervisor. As I can see, you have not replied back to support's reach out as of yet. This case is still open and I highly advise that you respond to the questions from *** as soon as possible to have a call scheduled with a supervisor, as requested.

  I will add a note in the case to ensure that a supervisor engages as soon as you reply back with the required details. If you have any follow-up questions, we recommend that you continue to work with Support through your open case.

   Sincerely,

   Docusign Customer Service

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22923944
  
  I am rejecting this response because:

  Today is February 17, 2025, DocuSign is still attempting to charge my debit card without my consent. I have previously asked DocuSign to stop attempting to charge my debit card and has so far refused. In addition, as of 2/17/2025, I have not received any phone calls from a Supervisor. Both of my foregoing requests were in January 2025. This is egregious. Due to DocuSigns refusal, I will call my card issuer to block DocuSign from charging my debit card. Furthermore, Im reaching out to my attorney to send a formal demand letter. 

   

  Sincerely,

  
  ****** *****

• Initial Complaint

  Date:02/04/2025

  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 switched my account to. Freemium Account ID: ********. I removed my CC from ********************. Without authorization I was charged $4.11 I actually should be provided a refund for the time left on my subscription that was unused.

  Business Response

  Date: 02/04/2025

  Hi ******,
  
  Thank you for reaching out and bringing this to our attention. 
  
  I reviewed your account details internally. I can see that you are were on an Annual Standard Edition plan and you paid $300 on 01/31/2024 for the last subscription period "01/31/2024 - 01/30/2025". You changed your subscription and account was switched to Freemium on 02/05/2025 which was a few days after the previous subscription period which ended on 01/30/2025. That is why you were charged $4.11 prorated amount for the extra period "01/31/2025 - 02/04/2025". This is a valid charge and unfortunately we can't refund it. Hope it clarifies.
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22898221
  
  I am rejecting this response because:

   

  That's not even remotely accurate. The account was converted to "freemium" on 11/18/24. (I have an email from Docusign confirming this).  I removed my credit card from Docusign at this time. So not only did Docusign charge me without in error without my consent, they've retained credit card information fraudulently. And now Docusing has picked an arbitrary date to try to cover the malfeasance. 

   

  I do not understand, as this is absolute false.

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

  Business Response

  Date: 02/05/2025

  Hi ******,

  Thanks for your response. You wrote -

  >The account was converted to "freemium" on 11/18/24. (I have an email from Docusign confirming this)

  I can't find any such email in my system which shows that account was converted to "freemium" on 11/18/24. Can you please forward the Docusign email to me if you still have it. I will be able to get you the refund for $4.11 once I get this confirmation email from you. 

  Also I wanted to clarify about your comment "I actually should be provided a refund for the time left on my subscription that was unused.". Please note that accounts are only canceled at the end of the current subscription period even if you may have canceled it mid term. Your subscription end date was 01/30/2025. So there will be no refund for the the time left on your subscription. Hope it clarifies.

  Best Regards.

  Docusign Customer Service

   

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22898221
  
  It has been forwarded to ***********************************************************************
  
  Sincerely,
  
  ****** ************

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22898221
  
  I am rejecting this response because:

  Last Update 2/6/2025 1:54:47 PM
  Last User G, ******* (*******************************************************************************************************
  
  

  ****** ************, Esq. 
  The Law Guys, APC

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

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

   

  CONFIDENTIALITY NOTICE: This e-mail and any attachments are intended solely for the use of the individual or entity to whom it is addressed and is protected as a transmission under the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521. It may contain information that is privileged, confidential and exempt, or protected from disclosure under applicable law. If the reader of this message is not the intended recipient or the employee or agent responsible for delivering it to the intended recipient, you are hereby notified that any review, use, disclosure, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately and destroy all copies and attachments. Thank you.

   

  ---------- Forwarded message ---------
  From: DocuSign Order Confirmation <****************************************************************************************>
  Date: Mon, Nov 18, 2024 at 11:13 AM
  Subject: Were processing your subscription cancellation
  To: ****** ************ <****************************************************************>

   

  Were processing your subscription cancellation Your subscription to Standard will be canceled on January 30, 2025 and youll automatically switch to a free account. If you think this was a mistake or would like to keep your subscription, contact support. What can you do with your free account? Sign and store agreements View signed agreements Check agreement status Send up to 3 envelopes Thank you for being a valued Docusign customer. If you decide to resubscribe to a paid plan, youre always welcome back.   Refund information Were sorry to inform you that your account is not eligible for a refund. This is either because it's been over 30 days since your purchase or you do not have an annual subscription. For more information on refunds, please review ourTerms and Conditions. Questions? Learn about Our Free Account Contact Support   Contact Us|Terms Of Use|Privacy|Support Copyright 2024 Docusign, Inc. All rights reserved. *************************************************** Powered by

    Sent as additional info to the business by DG

  ---

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

  Business Response

  Date: 02/24/2025

  Dear ******,
  
  Thank you for contacting us. A One time courtesy Refund of $4.11 USD has already been processed as requested on 02/12/2025 from our end.
  
  If you are still waiting to see the refund in your bank account, please contact us and reference your case number ******** and we can check it.
  
  Best regards,
  
  Docusign ****************