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:01/15/2025

  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 regularly use DocuSign to send electronic agreement to clients to obtain their signature. I paid $45 a month for their services which included a set amount of envelopes. On January 7th, I navigated their website to purchase additional envelopes since my allottmment had run out. I was provided a promotion code that lowered my price to $1.53 for these extra envelopes. The next day, a charge for $142.29 was attempted from Docusign for an upgraded monthly plan that I did not authorize. I was able to start a chain of emails with their customer service department on 1/9/25 which told me they would have to escalate this to their billing department. I receive attempted charges of $142.29 multiple times a day even though I have contacted them about this matter in addition to canceling my account with them. **************** has followed up and stated that they will be writing off the amount, but it would take time. No other resolution or change has occurred even after asking to have this escalated to management. I am now filing this complaint as a way to escalate things on my end and to bring to light their delayed customer service response in matters such as this.

  Business Response

  Date: 01/15/2025

  Hi *******,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account details internally. I can see that you are already actively working with our support team in case# ********. I can see from internal updates in the support case that a request has already been filed with our finance team to write off the balance for INV54220053. This requesting is waiting for Finance team's approval which can take upto 7 business days. Support will let you know as soon as the refund request is approved and processed.
  
  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:01/15/2025

  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.

  We cancelled our subscription on October 15, 2024 at 10:28am with Sales representative ****** ********. Since then they have been charging us and still have not cancelled the subscription

  Business Response

  Date: 01/15/2025

  Hi *****,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account details internally. I can see that you are already actively working with our support team in case# ********. I have escalated this support case internally to expedite it. Please be rest assured we are here to help, and we will follow up with you from the support case as soon as we have an update.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

• Initial Complaint

  Date:01/14/2025

  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.

  DocuSign charged my credit card after I canceled my subscription.On December 30, 2024, I canceled my monthly subscription for account ********. I have an email confirming this cancellation, along with screenshots from the DocuSign dashboard.However, on January 13, 2025, my credit card was charged $46.45 again without any prior notification.I couldnt find a way to contact their support. Their online chat only offers AI support, and I couldnt find any email addresses or phone numbers to reach them.

  Business Response

  Date: 01/14/2025

  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 your credit card was charged $46.45. Let me try to clarify all the recent charges below which will explain why -
  
  You were on a monthly standard edition plan for 1 Seat which was on a billing cycle of 13th of every month. Last such regular monthly invoice was -
  
  INV54326848 on 01/13/2025
  You paid $45 for eSignature Standard Edition monthly Subscription for 1 Seat for the period "12/13/2024- 01/12/2025" and your plan was to be renewed on 13th day of every month.
  
  It seems you added a second seat to your plan on 12/29/2024. The below invoice was sent for the additional seat added -
  
  INV54023458 on 12/29/2024
  
  You were charged additional $17.42 for 2 seats on a prorated basis for the period "12/29/2024 - 01/12/2025". As a result of this change the new Billing cycle was reset to 28th of every month.
  
  Your subscription was Cancelled on  12/29/2024 and it became effective from 01/29/2025 only at the end of the current already paid subscription month. 
  
  The last invoice you got was "INV54326848 on 01/13/2025" and this was for "eSignature Standard Edition Subscription for 2 Seats -- Prorated amount for the remaining period "01/13/2025 - 01/28/2025" till the date when the subscription ends.
  
  As you can see there was no overcharging here. Hope it clarifies.
  
  Please let me know if you have any questions. Thank you again for your patience.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22808455
  
  I am rejecting this response because:

  Your dashboard was already showing the Freemium Plan on January 13, 2025. (See the attached screenshot).
  If the cancellation becomes effective on January 29, 2025, why did my account switch to the Freemium Plan on January 13, 2025?

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

  Business Response

  Date: 01/15/2025

  Dear *********,
  
  Thank you again  for reaching out and sharing your concern. I would like to provide some clarification regarding the display of your accounts plan status on our dashboard.
  
  Your cancellation is scheduled to become effective on January 29, 2025 at the end of current subscription period. Once a cancellation is initiated, the dashboard may display the new Plan status, even though the Previous Plan remains active until the end of your current billing cycle. 
  
  To reassure you, your account continues to have access to all the features until the cancellation date on January 29, 2025.
  
  If you have further questions or need additional assistance, please feel free to reach out.
  
  Best regards,
  
  DocuSign Customer Service
  
  

• Initial Complaint

  Date:01/14/2025

  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 November and December I started getting notifications from Docusign, who I subscribed to at the time, that my card was not working. I checked all my cards and they were working. I attempted to get help from Docusign and was told by a chat bot that their customer service is now fully automated and in order to get help i had to use the automated system. I could not find any way to reach them. I directed the bot to cancel my account. The next day I saw a charge for $90 on my card from Docusign. I attempted to contact customer support and could not find a way to reach anyone. I directed the chat bot to cancel my account again. Just this morning I was charged $90 again, and then right after that $300 by docusign. I tried to sign in and contact any one, again the chat bot tells me that there is no way to contact a human, and ofcourse, the chat bot cannot do refunds or cancel my account. This time however it gave a vague instruction that you can cancel your account on the website. That is all. I scowered the website, there is no way to cancel.

  Business Response

  Date: 01/14/2025

  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 DocuSign account (Account# ********* details internally. I could find only one Invoice "INV54359204" for $300 against this account that was processed on 01/14/2025. I could not find two other payments of $90 which you have mentioned in your complaint. It is possible that you are using this same credit card for some other DocuSign Account Subscription. If you provide more information then we can look into it in more details.
  
  I can see that you are already actively working with our support team in case# ******** for this issue. From last update in the support case I can see that your account has been downgraded to free and refund request amounting to USD ****** has been already processed in our system. If you are still waiting to see your refund in your account after 10 business days, please contact us with the case number mentioned above.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

• Initial Complaint

  Date:01/13/2025

  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 was charged twice (two different amounts) for upgrades with docusign. I did not "upgrade twice". I filed a case with them and they maintain I upgraded twice (see the attached invoices).

  Business Response

  Date: 01/13/2025

  Hi Chelsye,
  
  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. While our records currently indicate that two upgrades were processed, we truly value your feedback and are committed to resolving this matter promptly.
  
  Weve escalated your support case ******** for a thorough review to ensure we address any potential errors accurately. Please 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: 01/14/2025

   
  Complaint: 22803498
  
  I am rejecting this response because: Docusign insists I upgraded twice on one day (I did upgrade once because I needed more signatures); I did not upgrade twice - there was no reason to. All I'm asking is for them to remove the second upgrade.
  
  Sincerely,
  
  ******* ********-******

  Business Response

  Date: 01/14/2025

  Hi Chelsye,

  Thanks for your response. I understand that you wanted to upgrade only once. You were originally on DocuSign Personal Edition plan which costs $120 annually. Can you please confirm what level of plan you wanted to upgrade to, e.g. -

  1. Standard Edition - Charged at $300 annually, 

  The difference between personal edition and Standard plan is $180 annually. If you wanted to upgrade to Standard Edition then you will need to pay prorated amount of $150.91 for the remaining period as per Invoice INV53651669.

  or

  2. Business Pro Edition - Charged at $480 annually
  The difference between personal edition and Business Pro edition is $360 annually. If you wanted to upgrade to Business Pro Edition then you will need to pay prorated amount of $150.91 for the remaining period as per Invoice INV53651669 for upgrade to Standard Edition and also pay prorated amount of $150.90 for the remaining period as per Invoice INV53651690  for upgrade to Business Pro Edition.

  You can learn more about features for different plans by visiting Docusign website. Once I get confirmation from you I can advise the support team accordingly and they can look into it further.

  Hoping to hear back from you soon.

  Best regards.

  Rakesh

   

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22803498
  
  I am rejecting this response because: they've reached out to me privately, as well, and offered a very different solution but are again unresponsive. I am owed a refund after having been billed twice for upgrades. I would like a refund of $150.91.
  
  Sincerely,
  
  ******* ********-******

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/12/24 I emailed a notification to the Account executive of the wish to discontinue the account with ********************. I tried to take out the credit card information so it would not be able to charge the card, I could not take it out. I did not get a response. I made a phone call and talked to someone who referred me to someone else. Attached is a copy of the concern. They do not want to refund us for a service we tried to cancel. You rules do not say that we cannot cancel after the time. We want to cancel the account(My response). No response from Docusign after that. They should pro-rate and refund the balance. Moreover, they cannot control someones credit card information so they can charge it at will. ******* *****, Healing Pathways. On Fri, Dec 27, 2024 at 1:31PM Healing Pathways ****************************** wrote: I sent this message on 12/12 and my account was still charged. No response from you Healing Pathways Counseling, LLC ********************************************************************************** (Office) ************ (Fax) ************ On Thursday 12/12/2024 at 3:45 pm, Healing Pathways wrote: We do not wish to restart with Docusign after 12/18/24. Our EHR allows us to send documents to our clients. ******* ***** Healing Pathways Counseling, LLC ********************************************************************************** (Office) ************ (Fax) ************ On Friday 12/27/2024 at 3:11 pm, ********* *********** wrote:Hello *******,Notice of non-renewal is required at least 30 days before the renewal date. Since your communication was received after November 18, 2024, the auto-renewal was already locked and pending.Happy to connect you with our Success team to consider ways to make use of your subscription this term.Kind regards,**** ********* *********** (she/her) | Account Executive c: ************** Open a Support Case Here [ Image ]

  Business Response

  Date: 01/09/2025

  Dear *******,
  
  Thank you for bringing this matter to our attention. I want to acknowledge the challenges youve faced and sincerely apologize for the inconvenience and frustration this has caused. This experience falls short of the standards we strive to uphold, and I deeply regret that we did not meet your expectations.
  
  Our immediate priority is resolving this issue to your satisfaction. I can see that you opened 3 cases recently for the same issue with our support team. Since yours is a corporate account, unfortunately support team is not in a position to process any refund. Only your account team has the authority to issue any refund or make any changes to your existing contract. To that end, I have escalated this issue with your account team and asked them to reach out to you **** to work out an amicable resolution for this issue with your consent.  I will personally follow-up to ensure it receives the attention it deserves. 
  
  Your feedback is invaluable in helping us grow and improve. If you have additional insights or details youd like to share, please dont hesitate to reach out to us. Were committed to regaining your trust and confidence.
  
  Thank you for your patience and understanding as we work to make things right.
  
  Best regards,
  
  Docusign ****************

• Initial Complaint

  Date:01/08/2025

  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.

  I was automatically renewed for a service that far exceeds my needs. There is no way to talk to a person to assist with resolving my issue. I had one communication via "messaging" and was advised that the service would be downgraded; however, it was never done. I then tried to cancel my account with in 30 days of renewal and am unable to get a refund and will cancel as of 12/2025. I have tried several times to get Customer Support and can now get no further than a BOT. Please help! This is not right! At least communicate with your Customers!!

  Business Response

  Date: 01/08/2025

  Dear ********,
  
  Thank you for bringing this matter to our attention. I want to acknowledge the challenges youve faced and sincerely apologize for the inconvenience and frustration this has caused. 
  
  Thanks for providing the account number in your message. I was able to review your account details. I can see that you are already actively working with our support team in case# ********. I can see that you have closed the other active user as per support team's request. They should now be able to do reduce seat from 2 to 1 and process any applicable refund as per our refund policy. Hope it helps. 
  

  Thank you for your patience and understanding as we work to make things right.
  
  Best regards,
  
  Docusign Customer Service

  Customer Answer

  Date: 01/15/2025

  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:01/06/2025

  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.

  DocuSign billed acct no. ********* for ******* along with 15.00=1138.20 total, for a free trail that was 30 days, no notifications or warnings of the billing, just hit my bank account, can't get a hold of anyone at the company, want my money refunded.

  Business Response

  Date: 01/07/2025

  Dear *****,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and frustration youve experienced regarding your DocuSign subscription.
  
  Based on the details that you have provided I have checked your account details. I have also checked the related support case ******** which you have logged with our support team.
  
  I have escalated the support case ******** which you have logged with our support team internally and requested them to investigate the charge of $1123.20 related to the Invoice INV54161432 due on 01/05/2025. From what I can see this seems to be valid charge due to "Usage Overage Charge" for sending 208 extra envelopes over your allowed monthly limit. Your account comes only with a limit of 5 envelopes send per month. I have asked support team to double confirm the account over usage from our end. Please be rest assure if there is any system error found from our end we will refund any excess charges promptly. Our support team will provide you an email update from case ******** as soon as the investigation is complete from our end.
  
  Thank you for your patience and for giving us the opportunity to address this matter.
  
  Please feel free to reach out if you have any further concerns.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:01/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a franchisee for a personal training studio that used DocuSign to sign and save legal documents. After this occurred, my email was hacked into and I had to shut down the account. Now that I need to see the documents again and confirm my downloaded versions are correct, I cannot change my password/email for my Docusign account as they are making me confirm and verify the email address I no longer have access to in order to login. I have submitted questions through their online forum and submitted a formal case, and have had no luck getting a hold of someone who can help me. This has now gone on for over a month, and I have had another customer join in on my thread. I would like for someone at DocuSign to contact me and help me get this straightened out.

  Business Response

  Date: 01/06/2025

  Hello ********,
  
  Thank you for reporting this issue to the Docusign escalation management team.
  
  Upon investigating the matter, I see that you reported this issue via 2 cases that you submitted through Docusign support center webform. Sharing my findings below based on investigating each of these cases.
  
  You created case# ******** on December 14th, reporting that you lost access to your previous email address ****************** and asked for assistance in getting access to the documents you previously signed using this email address. Regie from the Docusign customer support team replied to you by email a few minutes later explaining that for security reasons Docusign cannot help you on this matter and suggested that you get in contact with the email domain administrator (AT&T) to help you recover your email address so that you can access your documents on Docusign. To your response on the next day (December 15th), ****** **** also from the Docusign customer support team suggested that if you cant regain access to your email address you could reach out to the senders of the document(s) you would like to retrieve and ask that they send you a copy. As theres been no response back to Jeremys email until December 22nd, the case was closed following Docusign internal support policy.
  
  9 hours ago (on January 6th), you submitted a new case (********) as a follow-up on the original issue and I believe that you received a response from **** ****** from the Docusign customer support team by email a few minutes later advising with the same guidance as you previously received from Regie and ******. I don't see any further responses from you on this case, respectively please be advised that this case will be closed in 7 days if you don't reply back to Docusign customer support with any further inquiries you may have around this issue.
  
  From the escalation management standpoint, apart from the advise given to you by our support experts, unless you regain access to the email address that you used to sign your documents there is not much that Docusign can do to help you access these documents. If it helps, you could also refer to the following support article which explains how you could access a document that you signed using Docusign.
  - How do I access a signed Docusign document? - ***************************************************************************************************************************************************
  
  For any further inquiries I highly suggest that you work directly with the Docusign customer support team through your open case.
  
  Regards,
  Docusign ********************* Team

• Initial Complaint

  Date:01/01/2025

  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 less than 48 hours ago docusign , from my monthly $10 to BUSINESS PRO ( $65 per month, prorated $34.10) so I could test and see if DOCUSIGN would integrate correctly with our zoho CRM. and is does NOT. I tried contacting DOCUSIGN, they loop me round and round with the BOT customer service.I want a full refund of the $34.10 I was charged on invoice INV54044134 and to stop billing me monthly. I only want to remain with the $10 per month charge.

  Business Response

  Date: 01/02/2025

  Dear *****,
  
  Thank you for reaching out. Im sorry to hear about the frustrating experience youve had with your DocuSign account.  I will do my best to address your concern.
  
  Please note that monthly plans are not eligible for any refund as mentioned in our Terms and Conditions. The 30 day refund window applies to initial subscription for annual plans only. This is described in our Terms and Conditions *****************************************************************. Also please review "*********************************************************************************************************".
   
  I have created a support case ******** internally on your behalf with the team responsible for handling refund requests. I have requested them to see if we can process a refund for your last invoice INV54044134 as a one time exception to our refund policy. This request will be subject to approval from our Finance team. Our support team will be in touch with you from support case ******** and will let you know as soon as there is any further update on this. Please make sure that you respond to support emails promptly if they ask your for any information. 
  
  Hope this is helpful. Please let us know if you have any questions or concerns.
  
  Best regards.
  
  DocuSign ****************