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:12/14/2024

  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.

  on trying to sign legal document i believed i was using their free app

  Business Response

  Date: 12/15/2024

  Dear *******,
  
  Thank you for reaching out to us about your billing concern. Im sorry to hear about the inconvenience this has caused, and I appreciate you bringing this to our attention. 
  
  I noticed that you have been working with our support team through support case ******** on this same issue. Support is already looking into this refund request.
  
  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 ******** 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:12/11/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my DocuSign account several months ago, however they continue to charge me. There is no capacity on their website to contact customer support or to find an email address, unless you have a paid account. I have called every number that I can find and each person transfers me to another person who tells me it's not their role. In the meantime, every month they continue to charge my credit card.

  Business Response

  Date: 12/11/2024

  Dear ****,
  
  Thank you for reaching out and sharing your concerns regarding your recent experience with our Billing processes. We appreciate the opportunity to address your feedback.
  
  Upon reviewing your account we have confirmed the extra charges on your account. I have created the support case ******** on your behalf. Our support team will work on this request as a priority and will process any applicable refund as per our refund policy. They will coordinate with you by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information to process your refund claim. 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: 12/12/2024

  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:12/05/2024

  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 signed up with docusign, a $300 service for docusign envelopes back in 12/2/2023... I had to pay for additional docusign envelopes for $300 in September. They put me on an automatic subscription service for $600. They charged me on 12/2/2024 without my consent or knowledge.. I called today for a refund and to cancel they told me they will not. I am requesting a full refund.

  Business Response

  Date: 12/05/2024

  Dear ***,
  
  Thank you for reaching out and sharing your concerns regarding your recent experience with us. We appreciate the opportunity to address your feedback.
  
  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. 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)."
  
  Please note that a reminder about the renewal was sent to the email associated with your account 30 days prior to the renewal date on Nov 2, 2024 and you had ample opportunity to change/downgrade/cancel your plan before the next renewal happened.
  
  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 Service

• Initial Complaint

  Date:12/01/2024

  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.

  Date: 12/1/24, Case Number: 14580297.Amount: $300.Nature of the Dispute: I paid for a 1 year subscription to Docusign last year. It renewed November 28 and I noticed a charge to my card. I did not want to renew, and expected an email alerting me of the renewal or upcoming payment. All I see in my inbox history are a few aggressive reminders to migrate off my trial plan a year ago, and a few onboarding emails. There was NO REMINDER that my renewal was coming up (email history attached). We have not used our account for over 3 months now, and we do not plan to use it at all in the future.Resolution Attempts: I emailed docusign on December 1 as soon as I noticed the charge. I corresponded with ******, who told me I could downgrade to a free plan instead of cancelling. This would be effective November 28 2025, so we would have to pay for the full year. I replied asking to downgrade effective immediately, at least to get a credit or something for the remaining 11 months or ideally the full 12. She did not acknowledge my request to escalate to a supervisor, or take into consideration any courtesy credit or refund, instead replying immediately on her own simply stating: "I would love to offer a refund in this case, but it will only be declined."Conclusion: I have used Docusign for both of my previous companies for the past 3 years. I'm fine paying a $50 penalty or something, but I believe we should at least get $250 back of our $300 for this predatory renewal without notice during Thanksgiving holiday weekend. I do not want to use Docusign ever again, for any of my future companies, and this support from ****** was extremely upsetting.

  Business Response

  Date: 12/01/2024

  Dear ******,
  
  Thank you for reaching out to us about your billing concern. Im sorry to hear about the frustration this has caused, and I appreciate you bringing this to our attention. 
  
  I noticed that you have been working with our support team through support case ******** on this same issue. I can confirm that full refund of ****** USD has been already approved as a one-time courtesy.
  
  We are now processing your request and once this is complete, the account will also be downgraded to free to avoid further charges.
  
  Support will write back to you from the support case email thread as soon as they have an update. Please update the support case if you have any questions or concerns. 
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 12/02/2024

  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:12/01/2024

  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 canceled my subscription in July. I was not charged in August but they charged me September. I didn't realize this until they tried charging for October and I received a fraud alert on my card so when I look back at my statement I seen it was also charged in September. I've been trying to get my money back since October and they are refusing to help. Can you please help me resolve this matter?

  Business Response

  Date: 12/01/2024

  Dear ******,
  
  Thank you for reaching out to us about your billing concern. Im sorry to hear about the frustration this has caused, and I appreciate you bringing this to our attention. I will do my best to assist in resolving this matter promptly.
  
  I understand that you canceled your subscription in July and were not charged in August, but you noticed charges for September and an attempted charge in October. I checked your account and noticed that reason you were not charged in August because a Promotional Discount was applied to your account which is clearly shown in the Invoice INV51218966 dated 08/28/2024. I thoroughly checked your account information and I could not find any record of any account cancellation request from July against your account. 
  
  To investigate and resolve this for you promptly, could you please provide a copy or screenshot of your cancellation confirmation, if available?
  
  I also noticed that you have been working with our support team through support case ******** on this same issue. I have escalated this support case and requested them to review your request for a refund of your account charges for the month of September as a courtesy. This request is under consideration and support will inform you about the outcome by email from case ******** so please keep an eye out for the emails from our support team.
  

  Please note that your account has now been closed from our end and you will not be charged in future.

  Thank you for your patience and understanding. Please let me know if you have any questions.
  
  Best regards,
  
  DocuSign Customer Service

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22623268
  
  I am rejecting this response because: as soon as they tried taking October payment my bank flagged it as fraud that is when I realized I was charged September and I've been calling and speaking to representatives and I get a different answer each time.  I was never sent any invoice for aug or September.  I also have told them that I don't want the account and even today they keep attempting to charge me monthly but I block it which charges me $25 per time by my bank.  They are illegally trying to take money.  I just want to be refunded for September or I will seek legal action. I thought going through the BBB would be easier so that way they are not responsible for my legal fees as well.  When I canceled my account in July I was on a recorded line.  My phone records for to owning our business and they asked if I wanted a free month I said no and the person said ok your account has been canceled.  I didn't think I would have to check again especially after not being charged in August.  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/05/2024

  Dear ******,
  
  Thank you for your response. We sincerely apologize for the frustration and inconvenience you have experienced.
  
  I can now confirm that the refund for September month has been approved by our finance team. Please be informed that the refund will be returned to the charged card. You will see the fund within ***** business days in your account. 
  
  Please note that your account has now been closed from our end and you will not be charged in future.
  
  Thank you for your patience and understanding.

  
  Best regards,
  
  DocuSign Customer Service

  Customer Answer

  Date: 12/10/2024

  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.

  Thank you for your help with this matter 

   

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

• Initial Complaint

  Date:11/27/2024

  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.

  When it was time for renewal of my Docusign Account. I signed into my account to terminate my account and I was given an option that if I continued my account I would receive a 50% discount. This offer was sent to my email. Upon the time of renewal Docusign charged my account the full amount. I contacted Docusign to complain and request my refund and they said I was charged the wrong amount and I would be refunded in ***** days. I never received the refund and contacted Docusign again and was given no clear answer when they would be refunding my money even though they sent me an email saying they would refund me within ***** days. I then contact **************** and disputed the charge they found merit that docusign had over charged me and refunded the over charged amount. Docusign then canceled my entire account even though I paid for the year of service in full. I was given no reason for my account being terminated even though it was paid in full it appears it was terminated in retaliation to my complaint to the credit card company and the refund of the overcharged amount. Docusign now has received a payment for a full year of services and disabled my account without cause. Terminating services that have been paid for in full is fraud. If my account is not reinstated or my money refunded I will have no choice to file legal actions against this company. Docusign should have to be accountable for their fraudulent business practices.

  Business Response

  Date: 11/27/2024

  Dear Amari,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience you have experienced with your account renewal and subsequent interactions. We value your feedback and the opportunity to address this issue. 
  
  I had checked your account details internally based on the information that you have provided. I can see that you filed a billing dispute with your credit card provider for refund of $300 against Invoice# INV52211887 dated 10/13/2024 and a refund of $300 has been already processed on 11/25/2024 to your **************** card ending in ***2006.
  
  Your DocuSign account has been suspended due to an issues with the payment method associated with your account. It seems the payment method using this **************** card ending in ***2006 was closed either by you or your credit card provider. I can see that you have already logged a support case ******** to clarify why your account was suspended. I am going to escalate this support case internally so they can look into it in detail of why the account was suspended. They will investigate it and provide you an email update from support case ******** directly. Please keep an eye on emails coming from our support team. Sometimes the support emails can end up in Spam/Junk folder so please don't forget to check it there as well. Hope it helps.

  Meanwhile, please let us know if you have any other question or concerns.
  
  Regards.
  
  DocuSign Customer Service

• Initial Complaint

  Date:11/26/2024

  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.

  Someone was using Docusign to send spam emails to others I do not know using my email address. I only found out about this because I received bounced return emails from my email server showing a few were sent to invalid email addresses and bounced back.These emails could have contained a Docusign attachment with a virus to hack into the recipients computer but I have not seen the actual emails being sent out - only a report when undeliverable. They all had one thing in common. They were sent with a return through DOCUSIGN and were using an email return address cloned to my email.I CONTACTED DOCUSIGN to inform them of this breach in their system and that Docusign was being used for illicit purposes using their system to possibly send viruses also using my email address even though I do not have a Docusign account and I never sent them. I asked Docusign to please look into it and secure their system.I RECEIVED A NASTY EMAIL BACK saying since I do not have a paid account I cannot get any support. I send a reply email with a copy of one of the return emails I received showing it came through Docusign with the codes necessary to trace and I immediately received a reply email back saying, "CASE CLOSED".This is totally unacceptable where Docusign is being used with my email for illicit activity and not only do they not care they refuse to look into it because I do not have a paid account.BEWARE USING **********************, This shows that Docusign does not care about their security and does not want to bother securing their website.SETTLEMENT REQUESTED: I want Docusign to contact me and support their system - not me being an unpaid user. I assume because of ********************'s lack of interest in providing security to their system hackers use it. I can again send copies of the illicit email codes being sent using their system either directly or as a clone (I have no way to tell) and to please secure it so no more emails can be sent by others using their system with my email.

  Business Response

  Date: 11/26/2024

  Dear Clave,
  
  Thank you for bringing this matter to our attention. We understand your concerns about the misuse of your email address and the potential involvement of our service in this activity. The privacy and security of our customers information, documents, and data is a top priority for Docusign.
   
  Based on the information you have provided, it appears that your email address may have been spoofed. Email spoofing is a common practice where malicious actors falsify the "From" address in emails to make it appear as if the messages originated from someone else. It does not require access to your email account or our systems and can occur without a breach of our platform.
  
  As you acknowledged, you do not have an account with our service. While we strive to maintain the security of our platform, our ability to provide direct support is limited to registered and verified users only.
  
  Please be assured that we are committed to maintaining the integrity of our systems and protecting against misuse. However, email spoofing is an external issue that must often be addressed at the domain or server level by the email provider of the affected address. I will suggest that you contact Your Email Provider. Your email provider may assist in implementing security measures like SPF, DKIM, and DMARC records to reduce the likelihood of spoofing.
  
  You can also share any suspicious emails with an appropriate security entity in your jurisdiction for further analysis.
  
  While we regret any inconvenience you have experienced, our investigation does not indicate a breach of our systems. If you have additional, verified evidence that suggests otherwise, we encourage you to share it with us through our standard security reporting channels as described in the below article -
  
  ************************************************************************
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:11/25/2024

  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.

  I tried to login into my DocuSign account and the password did not work. I successfully reset my password and the new password does not work. Please rectify this matter.

  Business Response

  Date: 11/25/2024

  Dear ******,
  
  Thanks for reaching out. Were sorry to hear about your experience. I will try my best to help you with getting a resolution for your login issue ASAP.
  
  I checked our internal system and it seems like you are already being helped by our customer support team through support case ******** which you logged earlier today. Glad you are connected with customer support now. It seems our support team is already actively engaged with you for this login issue. I will escalate this support case internally and request one of the support SME to reach out to you to help you with your login issue. Please let us know if theres anything else we can do.
  
  Regards,
  
  DocuSign Customer Service 
  
  

• Initial Complaint

  Date:11/22/2024

  Type:Customer Service 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.

  Overcharging on multiple dates in 2024 Would like a review of account customer service is a joke - have been waiting weeks and now hours on hold

  Business Response

  Date: 11/24/2024

  Hi *******,
  
  Thank you for reaching out and sharing you concern. I will be more than happy to help you with your request and do my best to resolve the issue for you ASAP.
  
  I check the support case details for support case ******** in our system. It seems this case ******** was closed as duplicate of support case ******** which you opened recently for the same issue. I apologize for the long hold time when you called our support team. I can see that you have already provided the approval to reduce the seats from 3 to 1. I have escalated the support case ******** internally and requested the support team to process the seat reduction request and process any applicable refund as per our refund policy promptly. Hope it helps.
  
  Please let us know if you have any further questions.
  
  Best regards.
  
  DocuSign Customer Service 

• Initial Complaint

  Date:11/21/2024

  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 11/20 I checked my business bank account and saw a charge on 11/12 from Docusign for $312 to auto renew my annual subscription. I immediately canceled my subscription and requested a refund. Per Docusign, they're supposed to notify me 60 days in advance of renewal, and their website says you have 30 days to cancel. I was advised by Docusign, that I was ineligible for a refund, but they would downgrade me to a free account. So they're keeping my money, and giving me less of a product to use instead, which makes no sense.I'm requesting a refund of $312.

  Business Response

  Date: 11/24/2024

  Dear *******,
  
  Thank you for reaching out to us regarding your recent renewal charge for $312. We understand your concern and appreciate the opportunity to review your situation.
  
  After a thorough review of our records and policies, we regret to inform you that we are unable to provide a refund for the subscription renewal. According to the terms and conditions agreed upon at the time of your initial subscription, the account was set to auto-renew annually unless canceled prior to the renewal date. Please note that annual Docusign subscription renews automatically on the billing anniversary date to the latest equivalent plan until customer downgrade to a free account or cancel the ******************** account. Please refer -

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

  Please note that NO renewal notifications are sent out before the renewal of web plans. Under terms and conditions, customers agree that accounts will be auto-renewed when the term comes.
  
  Also please note that 30 day cancellation window is only applicable for the initial subscription and does not apply to any plan renewals. 
  
  Please refer to our full Terms and Conditions on ***********************************************************************;
  

  I can see from your latest update in support case 14503572 that you have advised to keep your account as it it and not downgrade it to Free or cancel it. I can confirm that your account will remain active and fully operational until you advise us otherwise. If you want to cancel or downgrade your plan in future please follow the steps from below note -

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

  If you have further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  
  DocuSign Customer Service