Complaints

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

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  DocuSign, Inc.

  221 Main St Ste 1550 San Francisco, CA 94105

• 

  DocuSign, Inc.

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

• 

  DocuSign, Inc.

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

• 

  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:02/02/2025

  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.

  On December 28, 2024, I opened an account with ********************** to send consent forms for a childrens book I am writing. My book includes photos of childrensome living and some who have passedand my attorney advised me to obtain written consent from their *********** facilitate this, I purchased a $65 subscription, which I understood would allow me to send one envelope to multiple recipients. However, when I attempted to do so, I encountered numerous technical issues. The system required me to create a CSV file which I did, but then I was prompted to use version 2.0. After complying, I repeatedly received error messages preventing me from sending my one *********** a result, I had no choice but to send the same consent form multiple times individually, leading to additional charges totaling hundreds of dollarsall due to a failure on DocuSigns end. When I reached out to customer support, I was told that refunds are not allowed per policy, even though they acknowledged my situation and fully understood what actually happened. Furthermore, when I requested to escalate the issue to a supervisor, I was informed that no one was available to speak with **** am a single mother who has faced significant hardship, including nearly losing my own child. This book is deeply meaningful to me and to the families involved. It is unacceptable that, despite paying for a subscription, I was forced into excessive charges due to a technical issue beyond my control. Worse, there appears to be no recourse for speaking with a decision-maker who can resolve this fairly.I urge DocuSign to reconsider its stance and issue a refund for the unnecessary additional charges. I trusted their platform for an important project, and I am now left struggling to provide for my children simply because I attempted to do the right thing.I appreciate your prompt attention to this matter and look forward to your resolution.Sincerely,***** ********

  Business Response

  Date: 02/03/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns. We appreciate your feedback, and we fully understand the importance of your project. However, after thoroughly reviewing the details of your case, we must respectfully inform you that we are unable to offer a refund or reverse the additional charges you incurred.
  
  You have written -
  
  "When we attempted to send one document to multiple people your system gave us an error code".
  
  DocuSign is meant for sending documents to one or multiple signers. Without knowing the full details of how you created/designed the envelope and how you were trying to send the document to multiple signers it is hard to say why you were getting the error. You could have tried to reach our support team at that stage and our support team could have tried to help you overcome your technical issues. DocuSign paid account users can always request a phone call on the Docusign *************** Please review the below Docusign Support article for details -
  
  *******************************************************************************************************************
  
  However, it seems as a workaround you have already used the bulk send feature, where each row of the bulk recipient CSV file generates a new envelope. Your Business Pro monthly plan comes with a limit of only 10 envelopes per month and it seems you had sent 48 extra envelopes over your allowed monthly limit. You were charged overage charges of $374.40 for these 48 extra envelopes sent @$7.80 per envelope as described here -
  
  Please also refer -
  
  *************************************************************************************************************
  
  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.".
  
  Unfortunately the overage charges can't be refunded as per our refund policy. 
  
  You also requested for the refund of monthly fee of $65 for the two monthly subscription charges that were charged to your account. Please note that monthly plans are not eligible for any refunds as per our refund policy described here -
  
  *********************************************************************************************************
  
  You can cancel or downgrade to a Free plan as described in the above document to avoid any further charges. 
  
  We understand that this situation is frustrating but we must adhere to our established policies and guidelines. 
  
  We truly appreciate your understanding.
  
  Best regards.
  
  DocuSign ****************

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22890348
  
  I am rejecting this response because: it was docusign's program that failed and i could not do the work i was trying to send out. This was an error on their end, as i have already explained in the initial complaint. This is completely unacceptable from docusign. This company is obviously scamming people. They are taking people's money when their system is not working properly. On top of it, they won't refund anything to the customer, let alone even let the customer get in contact with a manager. shame on you docusign.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/10/2025

  Dear *****,
  
  Thank you for your feedback. I discussed your specific issue with our internal product team. It seems at the moment we don't have any warning in our product which alerts users about exceeding the envelope limits when using the Bulk Send feature. Product team has said that they will remove overage envelopes sent via Bulk Send from our billing until we have inbuilt product warning to warn customers about it.
  
  I am going to request a one time courtsey refund for you. Please note that the refund request will still be subjected to finance team approval. 
  
  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. 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 ****************

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22890348
  
  I am acknowledging this response because: I JUST WANTED TO RESPOND AND SAY THANK YOU. The case that is opened though on docusign is just the $65 charge. It's the ******* charge that isn't showing up on the open case. I did respond on the case though. (I had two cases open)

  Thank you for moving forward in trying to remove these charges. 

  ****(The children's books I have created are designed to be in all the hospitals around the world (in the **** and PICU's) I have a thank you page for all the businesses, hospitals, etc that has helped make this book possible as well as anyone that played a part in my **** child surviving. If your team is interested in me adding docusign onto this page, please have someone reach out to me. *********************** )*****
  
  I appreciate the refund, (well in hopes of a refund, as you said it has to pass through the financial team)  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Docusign is using the wrong identity for me. This has caused problems in July 2024 with *************, in October 2024 with ****** Advisors, in November 2024 again with ****** advisors (please see screenshot attached of Docusign questions to me that have nothing to do with my life, and that fail to verify me over and over) and a fourth time in with ******************** in January 2025. Fidelity gave me a phone number to call Docusign for help, but I cannot get help by phone or on their website because I am not a paying customer. Unless you intervene, ******************** will continue using the wrong identity to verify me and cause undo stress, delays and frustration. Please get Docusign to correct my identity in their system, so their generating questions actually apply to me.

  Business Response

  Date: 02/02/2025

  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.
  
  We understand your concerns about the support experience and sincerely apologize if you encountered difficulty navigating our website or reaching a representative. Your feedback is important to us. 
  
  Docusign Support is fully digitizing our support process. Moving forward, only 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 -
  
  *******************************************************************************************************************
  
  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. 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.
  
  Best regards.
  
  Sincerely,
  
  DocuSign ****************

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22885150
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/10/2025

  Dear ******,
  
  In your previous response you have just written "I am rejecting this response because:" but forgot to add any details so I am not sure about what you wanted to say. 
  
  Anyway I reviewed the support case ******** again and I can see that support has already answered all the questions that you have asked in the support case. Support has already clarified that we are basing our security questions on the public records provided by ***** nexis as they are our trusted third party partner. You will need to check with ***** nexis if there's any information that needs to be corrected. We really don't have any control over their information. Hope it clarifies.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worst customer service I have ever dealt with. After canceling my subscription, I still got charged for another month of service. When I contacted customer service through a chat, which is the only option you have, I was informed that it was per their policy to never refund a month-to-month account. I will never do business with this company again. Worst customer service policy ever!!

  Business Response

  Date: 01/31/2025

  Hi ********,

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

  I found the support case that is associated with your chat with a Docusign Support Expert on January 26th, 2024. Case ******** is currently still open.

  Reviewing your account "******** *. - 141714269-na2", I see that the Account Plan Start Date was on December 26th, 2024, and as the system did not record any attempts where you tried to cancel your account prior to your reach out to Docusign Support on January 26th, 2024, Jubany Alcano the Support Expert who was assisting you provided correct guidance that you are not entitled for a refund, based on Docusign Refund Policy[1] , as well as Docusign Terms and Conditions[2].

  However, given the circumstances you explained in your chat with Jubany, I contacted ****************** in an attempt to process a one-time courtesy refund as an exception. Please expect to hear back from a Support SME with the final decision soon. You should receive an update through case ******** shortly.

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

   

  Reference Links:

  [1] Docusign Refund Policy: *********************************************************************************************************

  [2] Docusign Terms and Conditions: *****************************************************************

   

  Best Regards,
  Docusign ********************* 

  Customer Answer

  Date: 02/01/2025

  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:01/30/2025

  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 have filed multiple online requests to have an agent call me back, so I can resolve having 2 accounts. I have tried repeatedly to close one account, where ********************** is trying to charge me $240 for renewal. My bank has kept the charges from going through at my direction, but its causing my credit card to be on temporary fraud hold, now for several days.

  Business Response

  Date: 01/31/2025

  Hello ****,

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

  I checked the email address ******************** that is associated with this complaint in our internal system and can see that it's linked to 2 active accounts. The number you provided however (*********) is not the account number for any of these 2 accounts. Account "*********" is a Free account that is linked to a different email address.

  Please confirm the account number for the account you need to close by following the instructions on this page: **********************************************************************************************************************************************************************************************************************************.

  Once you locate the account number share it here and we will advise with the next steps to address your issue.

  If you believe that "*********" is the correct account number, please share the email address that is linked to it, so that we open an internal support case on your behalf and have a Support SME get in touch with you as soon as possible. Please note that for security reasons we need you to verify your relationship to the account in question by providing this information.,

  Looking forward to hearing back from you soon.

  Best Regards,
  Docusign ********************* 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22875887
  
  I am rejecting this response because:

  Somehow there is a 3rd account - which I am unable to access - with an account number of ********, according to your agent ******.  I have attempted to log in and locate this account, and continue to be unable to do so.

  While the agent, ******, confirmed this account would be moved to the "free" version, I am still receiving notices of charges attempted against my credit card.  There have been two attempts each day by Docusign to put through a charge of $240.  I'm basically being held hostage by Docusign:  if I tell my bank I recognize the charge, they will allow the $240 payment, which then means I have to invest additional hours at attempting a refund.  Instead I am having to keep my card on fraud alert, meaning I am unable to use it.  I can't even cancel the card, because Docusign will then begin attempting to charge that card.

  Please help - this is incredibly frustrating and because of Docusigns unfriendly and inefficient customer service practice, nothing is getting resolved.

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

  Business Response

  Date: 02/04/2025

  Hi ****,

  Thank you for providing additional information!

  By looking up account# ************ internally, I was able to locate the case number you opened with Docusign Support on January 29th.

  On case# ********, I see that ****** Ysulan and ****** *** Bonbon have been helping you downgrade your account to Free and to stop the renewal charges of $240 incurred on your account from processing. I can confirm that the request is in process and you should be notified as soon as it's fully completed.

  To expedite providing you with an update and for an estimate on when your request should be completed, I escalated the case internally and asked that a subject matter expert contact you by phone during Portland, US business hours. Please expect a call from Docusign Support today and rest assured that the Docusign ********************* Team will continue to follow-up on your case until the matter is resolved.

  If you have any follow-up questions in the meantime, we recommend that you continue to work with Support through your open case.

  Best Regards,
  Docusign ********************* 

• Initial Complaint

  Date:01/29/2025

  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.

  We signed up with DocuSign 4 years ago and were told at the time that our price would never go up more than 5% on renewals. We renew every 2 years and our first renewal went smoothly. Now they are trying to say we have to switch to another plan which is taking our current cost from $5k up to $8,500 and pushing us to do it now even though our renewal isn't until May 2025. That is much higher than 5%, however if we choose not to do it then every one of our documents which are essential to our line of work will be lost. This feels like we are being held ****** by our own business documents and have no choice but to pay the higher amount which doesn't feel fair and also goes against what they offered originally which is a cap on the annual increase. Also I think it is ironic that with this new deal they are forcing on us we are being guaranteed ANOTHER 5% maximum cap per year for increases to the cost, even though they already guaranteed that the last time and are not honoring their end of the deal.When I try to speak with anyone other than the sales *** it gives me no option and the sales *** keeps insisting that this is the only option and they cannot make it cheaper.

  Business Response

  Date: 01/29/2025

  Dear ****,
  
  Thank you for sharing your concerns with us. We completely understand how frustrating this situation must be for you, and we appreciate your loyalty to Docusign over the past four years.
  
  We want to clarify that while we strive to honor all terms and agreements, changes in pricing and plans can sometimes occur as part of the evolving nature of our offerings and business. That being said, we believe its important to address your concerns directly with your account team, as they have the most detailed understanding of your specific situation and can work with you to explore potential alternatives or adjustments.
  
  To help resolve this matter, we kindly ask that you reach out to your account team directly. They are best equipped to look at the full scope of your account and, hopefully, find a solution that aligns with both your needs and expectations. Your account team contact details are given below -
  
  ********** *****, Email: ******************************************** Mobile: ************
  
  Thank you for your understanding, and we look forward to working with you to find a resolution.
  
  Best regards,
  
  DocuSign ****************

• Initial Complaint

  Date:01/23/2025

  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 has made it extremely difficult to speak with a representative and receive support. Their website just leads to a series of frustrating loops and I could not figure out how to reach service from their CS number, or on their website. On December 2, 2024, we paid $180.00 for an annual plan, which should cover us until December 2, 2025. However, on January 22, 2025, DocuSign charged us an additional $258.08 and we are unsure why. We need this payment refunded immediately, along with compensation for my time and any potential fees incurred due to overdraft from our bank. I was not informed of this charge, and it was made in error. Please arrange for DocuSign to refund our account promptly!Our account is under my husbands name, ******* ****** and the email address for the account is ********************************** want to keep our plan with the $180 that we already paid, but need to be refunded at least $258.08, which was an unwarranted charge.

  Business Response

  Date: 01/23/2025

  Dear *********,
  
  Thank you for reaching out to us regarding your recent concerns. We understand how frustrating it can be to encounter challenges while seeking support, and we appreciate the opportunity to review your case.
  
  After a thorough investigation of your account and the transaction in question, we found that the charge of $258.08 was applied correctly under the terms of your service agreement. You signed up for an annual eSignature Standard Edition Plan for 1 user/Seat on 12/02/2024 for 1 year period "12/02/2024-12/01/2025". The standard charge for this plan is $300 per year for each user. You got a promotional discount at the time of sign-up of $120 so you paid only $180 for the plan (Refer Invoice INV53317616).
  
  On 01/22/2025 you added a "SECOND" ********* to your plan. The amount of $258.08 that was charged was the prorated amount for this second ********* that was added to your subscription as clearly shown in the new Invoice INV54547212 which was sent to you on 01/22/2025. This is not an overcharge or a billing mistake. I have attached both the invoices in my reply for your reference. Hope it clarifies. 
  
  We understand your concerns about the support experience and sincerely apologize if you encountered difficulty navigating our website or reaching a representative. Your feedback is important to us. Docusign Support is fully digitizing our support process. 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 more details -
  
  *******************************************************************************************************************
  
  Please let us know if you have further questions about your account or need clarification regarding your subscription. We are here to assist you.
  
  Thank you for being a valued customer, and we appreciate your understanding.
  
  Best regards,
  
  Docusign ****************

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22849603
  
  I am rejecting this response because:

  1  I never added a second seat to my plan.  We do not need a second seat. This is another error.   We havent sent out a single envelope this year.  Please remove the second seat and refund our $258.08 immediately.

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

  Business Response

  Date: 01/27/2025

  Dear *********,
  
  Thank you for clarification.
  
  I have created a new support case 14813137 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 14813137 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 Customer Service
  

• Initial Complaint

  Date:01/22/2025

  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 purchased a Docusign annual plan after using their free trial because I initially enjoyed the features of the program. However, after using it for another few weeks I discovered that Docusign does not offer any product/tech support over the phone. All support requests need to be manually written out and awaited for a response by opening a case.The nature of my business requires that if I am having an issue which prevents my client from being able to sign a document, I need it resolved immediately. I lost several sales due to technical or product issues and not being able to get ahold of anyone so I decided Docusign wasn't the right product for my needs.I found an alternative and subsequently sent a request to Docusign requesting a pro-rated ********* this point I had only used Docusign for 10 signatures since starting my paid plan.They emailed me back informing me that since 30 days had passed I was no longer eligible. Now while I understand company policies, I find this one to be ridicules and to show complete disregard for clients. At the end of the day, I am not receiving the product support required in order for me to viably use Docusign in my business. Therefore, I don't see a justification for them keeping my annual payment when I only used it for a month with 10 signatures.I would appreciate help resolving this as their **************** team was extremely unhelpful.

  Business Response

  Date: 01/22/2025

  Dear Eden,
  
  Thank you for taking the time to share your feedback regarding your experience. We understand your concerns and sincerely regret any frustration youve experienced.
  
  After reviewing your request carefully, we must respectfully confirm that our policy clearly states that refunds are not available after 30 days from the start of the initial subscription. This policy is disclosed during the purchase process and clearly outlined in our Terms of Service, which all customers agree to upon subscribing. Please refer *****************************************************************.
  
  We recognize that our support model may not align with the specific needs of every business. While we strive to provide timely and efficient email support for all users, we understand that some customers may require a different approach. We continuously evaluate feedback like yours to enhance our services and offerings, and your input will be considered in future improvements.
  
  However, since your request falls outside the eligibility period for a refund, we are unable to provide a pro-rated reimbursement. While we regret that Docusign did not meet your expectations, we encourage you to take full advantage of your remaining subscription period and all its features. 
  
  Thank you again for your feedback. We value your business and wish you continued success with your endeavors.
  
  Best regards,
  
  DocuSign ****************

• Initial Complaint

  Date:01/20/2025

  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.

  In August of 2023 I signed up for Docusign services for my business thinking I would need that service. Our business decided to not use this service and in August is 2024 Docusign auto renewed our service. I cancelled the service in August of 2024 and requested a refund. I was never contacted and the refund was never given. I emailed them again Dec 2024 which I realize I should have touched bases with them sooner. I finally received a response in Jan of ******************************** a timely manner when they can see it cancelled the service as soon as I noticed the auto renewal in my bank account which was the same month. I have never once used their service and Im being refused a refund. The email they sent me stated they do not refund accounts that are set up on an auto renewal account. That makes zero sense to me. This is ridiculous.

  Business Response

  Date: 01/21/2025

  Hello ******,

  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 January 18th requesting cancellation of your account and to issue a refund for the account renewal charges processed on August 16th, 2024. A Support SME has taken over your case# ******** and we managed to get you an exception based on that you haven't used your account since the renewal date.

  You should have received an email from Ellimuel ~1h ago confirming that a request for a One-Time Courtesy refund of $480.00 (subject to change due to taxation or proration) will be sent on your behalf to our ******************* as soon as it's approved you should expect the refund to be completed within 17 business days Before Support starts with the refund process, we kindly ask that you review Ellimuel's email and reply back on the questions. If you wish to discuss this case with Docusign Support over phone, you could follow the callback request process[1].

  On the other hand, we would like to remind you that the 30-day refund request window applies only to the initial term of annual plans. This is described in more details in the Docusign Refund Policy page[2], as well as in the Docusign Terms & Conditions page[3]. Docusign also sends renewal notifications / reminders before the billing end date, so that customers are given the option to upgrade, downgrade, or cancel their account before it renews automatically on the current plan.

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

   

  Reference Links:

  [1] Callback Request Process: ********************************************************************************************************************************************************************

  [2] Docusign Refund Policy: *********************************************************************************************************

  [3] Terms & Conditions: *********************************************************************************************************

   

  Best Regards,

  Docusign ********************* 

• Initial Complaint

  Date:01/20/2025

  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.

  In late winter 2021 my company needed to start acquiring electronic signatures for our contracts. We did what we thought was sign up for a free trial of docusign. We used the service one time only in Jan 2021 and then decided that Panda Docs (a free service) would meet our needs moving forward. The oversight, on my part, as the owner of the company, was not looking at my credit card statements. Last Friday, Jan 18th, I happened to notice a charge from docusign for ***** and wondered how long wed been paying for that. My book keeper said she never thought to bring g it up to me knowing we used a service to get contracts signed. We went back and realized we e been being billed monthly for 4 years! I spoke to my credit card company and they told me to contact docusign and start and appeal. I did that on Friday. My first response from Docusign told me that I was out of luck- they would not refund me (even though my account clearly shows I used their service for 1 transaction) I wrote back and said that was unacceptable and that I also wanted to know why they had continued to bill my expired credit card for a year- whiteout any kind of updated authorization from me. Their response (to that email) was that they would now (miraculously) refund me for 6 months.This morning I received another email from Docusign stating that my refund of ***** had been credited to my card on file. They have siphoned ****** from my credit card over 4 years and they are making it nearly impossible for me to seek restitution. ***** Ink, my credit card, will only help me dispute 4 months of charges.Any help with this matter would be greatly appreciated!Happy to forward the correspondence Ive had with them.

  Business Response

  Date: 01/20/2025

  Dear *****,
  
  Thank you for reaching out and providing detailed information about your experience. We understand your frustration and appreciate the time youve taken to share your concerns.
  
  I thoroughly reviewed your account and the circumstances described. I also found the support case ******** that you have logged for this issue.
  
  Our records indicate that you activated a subscription on 12/06/2021. Upon sign-up, users agree to our terms of service, which include automatic monthly billing unless the subscription is canceled.
  
  Monthly charges were processed as outlined in our terms, and receipts were issued for each transaction to the email address associated with your account, i.e. ********************************* It is the sole responsibility of the account holder to monitor account activity and request cancellation if the service is no longer needed.
  
  Charges may still be processed under updated payment methods provided by your card issuer, as is common industry practice. While we understand your concern, this process is outside of our control and determined by agreements between financial institutions and cardholders.
  
  As a gesture of goodwill, you will be refunded six months of charges, totaling $90+Taxes, to the payment method on file. Unfortunately, we cannot issue refunds beyond this, as services were active and accessible during the entire subscription period.
  
  I can see that a refund for one month amounting to $15.94 was already provided. I will contact our support team to make sure that you get the refund for 5 more months as was promised to you in the support case ********. We will follow up with you from the support case as soon as we have an update.
  
  If there are additional questions or concerns, please do not hesitate to reach out.
  
  Sincerely,
  
  Docusign ****************

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted DocuSign on three occasions since September of 2024 looking to cancel my service with them. I was told each time my service would be cancelled, but then on the next month, I am billed again - $35/month.After discovering the latest reoccurring charge, I tried to contact DocuSign *********, I cannot call them directly, I need to file an online ticket. However, I can't get past the submit a ticket screen -- I am asked a question about which CLM I am using and I am stuck on that screen, either selection just freezes up my *********** this point, I will have to go to my ************ and work with them since I am unable to even contact a company who keeps taking money from me. This experience seems financially predatorial in my opinion, I don't understand why I can't ********* addition to the monthly, when I first signed up I was charged both the monthly and for the entire year...So they double billed me for the same product that I cannot cancel now!

  Business Response

  Date: 01/16/2025

  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 was able to verify your account details internally. I have created a new support case# ******** on your behalf for this issue with the team responsible for handling such requests. I have escalated this support case internally with the team 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 ****************