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:12/31/2024

  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 sent numerous email with this company and have gotten the run around. A former employee stored our credit card on this site and they charged the card. We reached out to them to let them know about this and they have refused to give back the money. The employee no longer works for the company and they have been made aware. The transaction took place on December 1st.

  Business Response

  Date: 12/31/2024

  Hello *****,

   

  My name is ***** ******* and I am from the ********************* team at Docusign.

   

  First of all, we would like to thank you for bringing this issue to our attention. Rest assured that we are actively investigating your concerns and will get back to you as soon as possible with our findings.

   

  At this stage of the investigation, I believe I found the Docusign support case that was created in relation to closing your Docusign account, issue a refund for your renewed contract and to stop further auto-renewal charges from incurring on your payment method. I am currently investigating case# 14630088 with your Account Team and will continue to follow-up internally to ensure you receive an update soon.

   

  In the meantime, if you have any questions, or if your concern is related to a different Docusign support case than the one mentioned above, we appreciate to let us know as soon as possible.

   

  Regards,

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

  Lead Escalation Manager

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My automatice renewal came up on December 21, 2024. I termninated the services of DOcusign on December 21, 2024. According to their website in the refund section, it states that my refund of $318.75 will be deposited into my account within 24 to 48 hours. It has not bee redeposited yet. You cannot speak to a person at Docusign there is no telephone number only web access.

  Business Response

  Date: 12/30/2024

  Hi *********,
  
  Thank you for sharing your experience. I can understand how frustrating this situation must be for you.
  
  I checked your account details internally. I can see that you have already reached out to our support team in Case Number: 14698997. 
  
  A refund request has been already submitted to start the refund process.  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 get in touch with our support team and reference your case number 14698997.
   
  We hope this is helpful to you. Feel free to let us know if you need any more help. 
   
  Best regards,
   
  Docusign Customer Service
  
  

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22745615
  
  I am rejecting this response because:  On their website where you go to to get the refund, it states the refund will be deposited within 24 to 48 hours.  I could not find anywhere that said 10 to 14 days.  Additionally, it is now 10 days according to their response.  Still dont have my refund.

   

   

   

   

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

  Business Response

  Date: 01/01/2025

  Hi *********,
  
  I have checked your account again. I can confirm that the refund for USD ****** was already processed from our end on 30 December. It may take few days for it to appear in your bank account. We don't have any control over how long bank's take to process it on their end. Hopefully it will be soon.

  We hope this is helpful to you. Feel free to let us know if you need any more help. 

   
  Best regards,
   
  Docusign Customer Service
  

  
  

• Initial Complaint

  Date:12/27/2024

  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.

  The representatives reached out and told me I had exceeded the usage amount and either had to upgrade or discontinue use of the account. The amount they quoted was too high and I couldn't proceed. I asked how I needed to handle it and they told me I just needed to discontinue using the account. I did so and thought my service was canceled. It renewed in Nov 2024 at which time I reached out only a day later and followed up. I was told I could cancel and get my money back. When I tried to follow the instructions, the website told me I wasn't eligible for a refund. When I tried to follow up with my **** he was rude and refused to assist me or show any remorse for misleading me. DocuSign should reimburse me the fee instead of charging for a service I have not used since being directed not to nor will be using in the next year.

  Business Response

  Date: 12/30/2024

  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 the refund was not provided by our system when you tried to cancel your account because the 30 day refund window only applies to initial subscription and not to any subsequent renewals. This is described in our Terms and Conditions *****************************************************************.
   
  I have created a support case ******** on your behalf with the team responsible for handling refund requests. I have requested them to process a refund for your last renewal payment 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. 
  
  Hope this is helpful. Please let us know if you have any questions or concerns.
  
  Best regards.
  
  DocuSign ****************

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22738744
  
  I am rejecting this response because: the refund has not yet been processed and is pending approval. Once it's approved and the refund is being processed, I will accept their response. Thank you for all your efforts on our behalf.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/01/2025

  Hi *******,
  
  I have checked your account internally. I can confirm that the refund for USD ****** was already processed from our end on 31st December. It may take few days for it to appear in your bank account. We don't have any control over how long bank's take to process it on their end. Hopefully it will be soon. We hope this is helpful to you. Feel free to let us know if you need any more help. 
   
  Best regards,
   
  Docusign Customer Service
  
  

  Customer Answer

  Date: 01/02/2025

  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:12/24/2024

  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 am a yearbook teacher in *****. I have a document that I need parents to sign to give their student permission to be in the yearbook. Each document needed to have the students id# and name on it before the parent could sign it. To save myself some time, on December 5th, I subscribed to ************************** for 1 month for $69.29 using my own personal money because a support article and ****** search claimed that I could send out the document to recipients and use an excel file to fill out the document and then have parents sign it. Unfortunately, even though a web article said this was possible, I was unable to find the feature stated in the article and was forced to spend multiple hours typing up the document and emailing it out. I requested a refund from docusign, since I was unable to use their service, but was denied simply because I subscribed with a monthly account and not an annual **************************** is not a good company and will do anything to avoid giving a refund.

  Business Response

  Date: 12/30/2024

  Hi ******,
  
  Thank you for sharing your experience. Im sorry Docusign didnt work out for you. 
  
  I checked your account details internally. I can see that you have already reached out to our support team in Case Number: 14678387. 
  
  A refund request has been already submitted to start the refund process. The 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 get in touch with our support team and reference your case number 14678387.
   
  We hope this is helpful to you. Feel free to let us know if you need any more help. 
  
  Thank you for using Docusign. If you ever need help exploring alternatives or navigating similar options in the future, theres a whole community of DocuSign educators and tech-savvy folks who would love to support you at DocuSign community "*********************************************". Hope it Helps. 
   
  Best regards,
   
  Docusign ****************

• Initial Complaint

  Date:12/22/2024

  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 21, 2024, I received an email from DocuSign stating I reached the limit of my envelopes. Fearing my annual subscription with DocuSign may be disrupted, I checked my subscription status on DocuSign's web site and it did not reflect that my annual subscription, due December 11, 2024, had been renewed. DocuSign's site did not reflect that my subscription was current or renewed, even though and unbeknownst to me, my renewal payment to DocuSign had been processed by DocuSign on December 11, 2024 without my knowledge. I never received notification from DocuSign or a receipt from DocuSign showing that the payment on December 11, 2024 had been processed. It was not until after I made the duplicate erroneous annual renewal payment that I contacted my credit card company, and I was informed that an annual renewal payment HAD ALREADY BEEN PROCESSED BY DOCUSIGN ON DECEMBER 11, 2024.DOCUSIGN NEVER SENT NOTIFICATION OR A RECEIPT ON DECEMBER 11, 2024, THAT A CHARGE TO MY CREDIT CARD HAD BEEN PROCESSED NOR THAT MY ANNUAL FEE HAD BEEN RENEWED. DOCUSIGN SENT ME AN EMAIL ON DECEMBER 21, 2024, STATING THAT I HAD REACHED MY SUBSCRIPTION LIMIT -- SUGGESTIMG THAT MY ANNUAL SUBSCRIPTION HAD NOT BEEN RENEWED. I WAS UNAWARE OF THE PRIOR RENEWAL CHARGE TO MY CREDIT CARD BY DOCUSIGN BECAUSE DOCUSIGN ACTED DECEPTIVELY BY FAILING TO NOTIFY ME OF THEIR ACTIVITY INVOLVING MY SUBSCRIPTION RENEWAL AND CREDIT CARD. After learning of the duplicate erroneous payment on December 11, 2024, I immediately opened a case by contacting customer support at ********************** and asked for a refund of the duplicate erroneous payment -- on the same day, that the duplicate erroneous payment had been made. I received a response ****** at DocuSign customer support which said I merely had to change the number of seats from two to one and a refund for the duplicate erroneous payment would be issued. After this failed, I opened another case with DocuSign customer support but was told they don't issue refunds.

  Business Response

  Date: 12/23/2024

  Dear *****,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and frustration youve experienced regarding your subscription renewal.
  
  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.
  
  It seems you are on our Annual Standard plan and your account automatically renews on 11th December every year. You were charges $318.75 on 12/11/2024 for this year's renewal for 1 seat for the period "12/11/2024- 12/10/2025". Our records show that you have added another seat to this subscription plan on 12/21/2024 and you were charged $248 for this additional seat on prorate basis for the remaining subscription term. This additional payment was not a duplicate payment and there was no error from our billing side because the additional payment was for this second  seat that you purchased. 
  
  You wrote -
  
  >  I never received notification from DocuSign or a receipt from DocuSign showing that the payment on December 11, 2024 had been processed.
  
  We don't provide any separate receipt when we process the payment. You will see the funds debited from your credit card upon processing and it will show up in your Bank statement. In your bank statement you should see a charge of $318.75 on 12/11/2024 for this year's renewal. 
  
  From support case ******** I can see that you have reached out to us on the same day when the payment for this additional seat was taken. You were advised to reduce the seat to '1' using the self service option from our web site. Once you remove the extra seat, your account will be prorated, and you will receive a credit for the additional seat reduction that can be applied to your next billing cycle only as per our refund policy described here *****************************************************************.
  
  As per our T&Cs, the 30-day refund request window applies to the initial term of annual plans only.  This is not applicable to subsequent renewals and addition of seats etc.  As per our record your initial subscription started on 12/11/2018 so this 30 day refund request window doesn't apply in your case.
  
  Thank you for your patience and for giving us the opportunity to address this matter. We value your business and are committed to ensuring your experience with us is positive moving forward.
  
  Please feel free to reach out if you have any further concerns.
  
  Best regards.
  
  DocuSign ****************

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22720957
  
  I am rejecting this response because: As my complaint very clearly points out and as you acknowledge in your response this was a duplicate payment for the same subcription period as the one you charged my credit card on December 11, 2024. It was your email to me which  stated that I had reached the limit in my plan that caused me to believe my subscription had not been renewed. Moreover your web site did not show my subscription as current or renewed -- further leading me to believe that my account was unpaid. Reducing the number of seats as you suggest is only beneficial for the following year; not to receive a credit or refund for the current year's duplicate payment -- making your statement  blatantly false and misleading -- like so many other statements you  make.  I am demanding a refund of the duplicate payment; the first payment being on December 11, 2024 the duplicate payment  for the same subscription period made on December 21, 2024. You dance around using symantics and false statements in your response despite acknowledging that I asked for a refund of the duplicate and erroneous payment ON THE VERY SAME DAY that the duplicate payment was made (December 21, 2024). Further you acknowledge that you don't provide any confirmation that you have charged a subscriber's account and suggest they rely on their credit card statement -- who doesn't issue a receipt in this day and age?  Due to the close proximity between the date you charged my credit card (December 11) and the time I made the duplicate payment (10 days on December 21), there was no statement for me to confirm your payment -- making your suggestion a fool's errand and an insincere gesture. Again, what bona fide company doesn't issue a receipt when charging a customer's credit card or alert their customer that they have done so?

  For the reasons outlined above, I hereby demand a refund of the duplicate and erroneous payment made on December 21, 2024 in the amount of $248.00 without proration,  reduction or adjustment.

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

  Business Response

  Date: 12/30/2024

  Dear *****,
  
  Thank you for your response. I can see that you still strongly feel that there was a duplicate payment for the renewal. I have already tried to clarify it in my previous response that there was no duplicate payment. This additional payment of $248 was not a duplicate payment and there was no error from our billing side because the additional payment was for this second seat that you have added to the current subscription plan on 12/21/2024. 
  
  I can see that you have been a DocuSign customer since ************************************************************************** our product. I have escalated the support case ******** which you have logged with our support team internally and requested them to process a courtesy refund for $248 for the Invoice INV53864028. The refund request is currently being reviewed and waiting for approval from our finance team. Our support team will provide you an update from case ******** as soon as the request is processed.
  
  Thank you for your patience and for giving us the opportunity to address this matter. We value your business and are committed to ensuring your experience with us is positive moving forward.
  
  Please feel free to reach out if you have any further concerns.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:12/19/2024

  Type:Billing 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 signed up with Docusign for a monthly service one Nov 19th and I attempted to use the service. I found it to be very difficult to use and decided to cancel the same day. This company makes it very difficult to cancel your account. I believe they do this on purpose. I have received notification on my bank statement today that I am still been bill for this account. I have submitted another request for cancellation again today. They state the cancellation is suppose to take effective 1/18/25. If this company keeps billing me for this account I will be forced to take further measures. Unfortunately, before puchasing this account I didnt realize customer service in handled by Chat Bot. Waste of money! Save yourself the headache

  Business Response

  Date: 12/23/2024

  Dear ******,
  
  Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration youve encountered while trying to cancel your subscription. Please know that we take your concerns seriously. 
  
  I reviewed your account details internally. I can confirm that we have received a request from you to Downgrade the account to Free on 20th December. From what I can see this is the only cancellation request which arrived in our system. This request is currently under processing. There is no further work required from your end to cancel this account. Your subscription will be cancelled at the end of this subscription period on 01/18/2025. You will not be billed anymore from next month onward. 
  
  Unfortunately we cannot provide any refund for past months. As per our refund policy, Month-to-month plans are not eligible for refunds. We can only process cancellations and refunds according to the terms specified in the Terms & Conditions described here ***********************************************************************;
  
  Thank you for giving us the opportunity to address this situation. Please feel free to reach out if you have any further concerns.
  
  Best regards.
  
  DocuSign ****************

  Customer Answer

  Date: 12/25/2024

  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:12/18/2024

  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 Nov 14 DocuSign verified my signature for a wire transfer of over $91,000 from savings account. It was not me. On Nov 18 they verified my signature for a wore trans fer of over $29,000. It was not me. Their verification process requires the answering of a number of questions with multiple choice answers. A 100% response is not required. I have sent about 12 emails to DocuSign asking for information as well as stating in every email that my signature is not to be used through their company for any type of transactions. Their response has been to follow reports, which I have done four times. They have never acknowledged my direction that my signature bot be used again. Today they informed me they have closed my case numbers. To my knowledge, no action has been taken. Worse customer service ever.

  Business Response

  Date: 12/18/2024

  Dear *******,
  
  Thank you for bringing this serious matter to our attention. We sincerely apologize for the frustration and distress this situation has caused you. I will try to do my best to address your concerns. 
  
  I have created a new support case ******** with the support team responsible for these type of issue. I have also escalated this support case ******** internally so you get priority help. A senior member of our support team has been assigned to your case to ensure all your concerns are addressed promptly. Support will write back to you from the support case email thread as soon as they have an update. Please keep an eye out for any emails coming out from our support team from this case ******** to your email address **************** and make sure that you respond to them promptly if they request any other additional information from you. Please update the support case if you have any additional questions or concerns. 
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  DocuSign Customer Service
  
  

• Initial Complaint

  Date:12/17/2024

  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.

  On November 25, 2024 Docusign billed me for service that I didn't receive, need or agree in the amount of $84.24. Despite canceling service on 11/21/24 for the Standard Plan billed at $45, prior to the monthly auto-renewal date on 11/25/24. Current status of my account shows ********, proving that I'm not receiving any agreed upon upgraded service. Here is the email confirmation of cancelation:"Were processing your subscription cancellation Your subscription to Standard will be canceled on November 24, 2024 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."I'm am filing a complaint through the BBB because their customer service is an autobot who can

  Business Response

  Date: 12/18/2024

  Dear *****,
  
  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience and frustration this has caused.
  
  Based on the details youve provided, it seem that you canceled your subscription prior to the auto-renewal date and were incorrectly billed. I have created a support case ******** with the support team responsible for these type of issue. I have also escalated this support case ******** internally so you get priority help. Support will write back to you from the support case email thread as soon as they have an update. Please keep an eye out for any emails coming out from our support team from this case ******** to your email address ******************** and make sure that you respond to them promptly if they request any other additional information from you. Please update the support case if you have any questions or concerns. 
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  DocuSign ****************

• Initial Complaint

  Date:12/17/2024

  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 had me on an account that changed terms as in the amount to be billed increased. I never provided updated billing information, i never gave consent to the increased charge, i had never paid close t that amount closest i ever came to it was half. the day of the charge i was alerted by my bank of potential fraud because they had outdated billing information. i tried to resolve directly with docusign and the best they offered me was a sorry we do not give refunds. even after stating that i was illegally charged. they did not have my permission to charge my credit card and fraudulently did so anyway. no true support provided to obtain help with my billing matter. I've uploaded the entire chat conversation from support that transpired

  Business Response

  Date: 12/18/2024

  Dear *******,
  
  Thank you for reaching out and sharing your concerns regarding the billing matter. We understand your frustration. However, we must clarify the following points after thoroughly reviewing your account and the information youve provided.
  
  As per the terms of your subscription, which you agreed to upon subscription, billing terms, including automatic renewal and potential rate adjustments, are outlined. As outlined in our Terms and conditions Docusign reserve the right to change the prices for or alter the options to Subscription Plans available for purchase without prior notice.  
  
  Please refer to Section "4.4. Payment Terms" for details in Terms and Conditions, ***********************************************************************;
  
  The payment method on file is authorized for subscription charges unless explicitly removed or updated by the account holder. While your card issuer flagged the charge as unusual, the charge itself was processed in accordance with the agreement terms.
  
  As stated in our refund policy described in Section "4.4.5. No Refunds" in Terms and Conditions, charges for active subscriptions are non-refundable once processed. This policy ensures consistency and fairness across all customers.
  
  We acknowledge your feedback regarding the support experience. However, our team made every effort to provide clarity and assistance in accordance with our policies.
  
  While we regret that this situation has caused dissatisfaction, we must reiterate that the charge was applied in line with the terms you agreed to. 
  
  Thank you for taking the time to share your concerns. We value your feedback.
  
  Regards,
  
  DocuSign ****************

• Initial Complaint

  Date:12/15/2024

  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.

  *Date of transaction: November 2024 *They did not want to resolve the situation.

  Business Response

  Date: 12/15/2024

  Dear ***,
  
  Thank you for reaching out and for bringing this matter to our attention. We understand your frustration regarding the billing issue you experienced.
  
  Upon reviewing your account and our records, we have confirmed that the charges on your account align with the terms and conditions agreed to at the time of your initial subscription.
  
  You initially subscribed to our Standard - Annual plan for one seat on 2nd Dec'19 and were billed $300 per year for this annual subscription every year. You added a second seat to your subscription on 5th Nov'23 and this resulted in an additional charge of $24.85 on a pro*rated basis for this additional seat for the remaining subscription period until 1st December'23. 
  
  On your annual plan renewal date on 2nd Dec'23 your subscription was auto-renewed for 2 Seats for another year for the period from "12/02/2023- 12/01/2024" and your were charged $600 for 2 seats for the whole year at the rate of $300 per seat. 
  
  The automatic renewal of your subscription was outlined during the sign-up process and included in the terms and conditions you consented to. Please refer ******************************************************************
  
  "4.4.2.  Renewals.  If you purchase a Subscription Plan you agree to pay the then-current fee associated with the Subscription Plan, and understand it will automatically renew for the same time period (Renewal Term) unless: (a) you cancel your Subscription Plan or terminate your Account at least five (5) business days in advance of the end of the then-current Subscription term; (b) you set your Account not to auto-renew through the administrative console in the Docusign Service (if such capability is available) or contacting us here: (************************************************************); (c) we terminate your Subscription Plan or Account in accordance with the Terms;  (d) we decline to renew your Subscription Plan; or (e) these Terms are terminated by either party as otherwise permitted in these Terms, prior to the end of the then-current period of the Subscription Plan (Subscription Term)."
  
  Unfortunately, we are unable to issue a refund for the most recent charge as per our refund policy. 
  
  We understand this may not be the resolution you were hoping for, and we sincerely regret any frustration or inconvenience this situation may have caused. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22689366
  
  I am rejecting this response because: Docusign is lying. The Docusign representative was sorry that I was charged double and they showed no record where I added another person to my account. After reading several Docusign one star reviews of overcharging or double charging it's apparent that this is a dishonest company. That is why I found a better e-signature company called Adobe sign. I would like to have the $300 overcharges credited back to my card and a apology letter from Docusign.
  
  Sincerely,
  
  *** *********

  Business Response

  Date: 12/17/2024

  Dear ***,
  
  Thank you for reaching out and sharing your concerns. We take all feedback seriously and strive to ensure transparency and fairness in our operations.
  
  After thoroughly reviewing your account and our records I can confirm that our system shows clear documentation of the changes made to your account, including the addition of an extra user on 5th Nov'23. I can't tell you who added that extra seat to your annual subscription.  That is something for you to explore and investigate on your end. Obviously someone who has access to your account has made these changes to your subscription plan.
  
  We are confident that all charges to your account are accurate and correspond to the services rendered. There is no evidence of overcharging or double charging in your case. Our billing system undergoes rigorous checks to prevent such occurrences.
  
  While we understand you have seen some negative reviews online, they do not reflect the majority of our customers' experiences or the standards we uphold as a company. We firmly reject any suggestion of dishonesty.
  
  Based on our findings, we are unable to issue a credit for the charges as the charges applied were valid and consistent with your account activity.
  
  We understand this may not be the resolution you were hoping for, and we sincerely regret any frustration or inconvenience this situation may have caused. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign ****************

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22689366
  
  I am rejecting this response because:  Docusign is lying. I did not add another person to my account because my business is mine alone and I do not have any employees. Docusign's own representative told me when I called them that Docusign has made the mistake by charging me double and they will not issue any overcharges to their customers because their policy is not to refund any monies to their customers even though it was ********************'s mistake.

  I encourage anyone searching for an e-signature business to try: ***** e-signature services, I am very pleased with them. They even give you a few days to try it out before you buy. They charge me $13 a month. And please take a look at Docusign's online reviews.
  
  Sincerely,
  
  *** *********