Complaints

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

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  DocuSign, Inc.

  221 Main St Ste 1550 San Francisco, CA 94105

• 

  DocuSign, Inc.

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

• 

  DocuSign, Inc.

  999 3rd Ave Seattle, WA 98104-4019

• 

  DocuSign, Inc.

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/13/2024

  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:The renewal charge was processed on November 11, 2023.Amount Paid:The total amount charged was for a Standard - Annual Plan with DocuSign. ($300)What the Business Committed to Provide:DocuSign provides an e-signature platform, which I initially signed up for. As a consumer in **********, I expected to receive a renewal reminder before being charged and to have easy access to manage or cancel my subscription as per Californias Automatic Renewal Law (ARL).Nature of the Dispute:I was charged for a renewal without receiving any advance notification. When I logged into my DocuSign account to investigate, I found that the options to downgrade or cancel the subscription were intentionally difficult to find and not straightforward, creating confusion. *********** *** requires companies to notify consumers before auto-renewing a subscription and mandates that cancellation options be clear and accessible. DocuSign has failed to meet both of these legal obligations.Attempts to Resolve the Problem:I reached out to DocuSigns customer support multiple times to explain the situation and request a refund, highlighting the lack of renewal notice and the misleading language surrounding the cancellation process. Unfortunately, DocuSigns representatives insisted on their no refund for renewals policy, despite my concerns about the renewal notification and cancellation difficulties.Desired Resolution:I am seeking a refund for the unauthorized renewal charge and a clearer process for canceling subscriptions to prevent similar issues for other consumers.

  Business Response

  Date: 11/13/2024

  Dear *******,
  
  Thank you for reaching out to us and for sharing your feedback. We understand your frustration and sincerely apologize for any inconvenience this billing situation may have caused.
  
  I reviewed the details of your complaint and it seems the annual renewal payment of $300 was taken as expected. Please note that annual subscriptions will automatically renew each year unless you CANCEL your subscription explicitly before the start of the next period. Our terms of service outline the structure of our billing and subscription system, which is designed to automatically renew to prevent interruptions in service. We are transparent about this process and make information about it available at the time of sign-up in terms and conditions on our website where you sign up for the plans. You can access the T&Cs from below link -
  
  ************************************************************************egw78a*_gcl_au*MTcxMjM2NTQzMi4xNzMwODU4ODIw
  
  Normally our billing system sends out a reminder 30 days before the renewal is due for the account. Having said that I had a close look at your account and I cannot see any renewal reminder emails being sent to you before the renewal which is a bit odd. It may be due to the reason that you opted out from all DocuSign emails in November'23. But even then you should have received the renewal reminder email because unsubscribing only applies to marketing emails. I have flagged this issue with our internal Billing team so they can investigate it further.
  
  I also reviewed the case ******** that you have logged with our support team for this issue. You have been a dedicated user and supporter of ********************** and we really value your business. I can see that today your account was already approved to be refunded by support Manager for $300.00 as a One time exception to refund policy. The refund will be processed using your original payment method. Once this refund is processed from our end it may take another ***** business days to appear in your account. Hope it resolves the issue to your satisfaction.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.
  
  Best regards,
  
  DocuSign ****************

• Initial Complaint

  Date:11/06/2024

  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.

  I subscribed to DocuSigns E-signature Standard Plan at $45 per month recently. Each monthly charge was supposed to be billed on the 1st of the month. However, in late September 2024, I decided I would not need DocuSigns services in October, and, as it is a monthly subscription plan, I did not make a payment for October, assuming I could re-subscribe as needed. Moreover, on October 18, 2024, I received Suspension Notice from DocuSign.Despite this, DocuSigns system continued to attempt automatic charges, and on October 27, 2024, when funds became available on my card, DocuSign charged me $45 for October. I did not have access to their services from October 1 to October 27 and did not use them during this period, yet I was billed for the entire month.Upon noticing the charge on November 1, I contacted DocuSigns customer service to request either a refund for October or the application of my October payment toward November. DocuSign refused both requests and informed me they would attempt to charge me again for November. Despite my requests to halt further charges, they have been unresponsive and both declined my refund request and also tried to charge me on November 2 once again.

  Business Response

  Date: 11/06/2024

  Dear *******,
  
  Thank you for reaching out to us and for sharing your feedback. We understand your frustration and sincerely apologize for any inconvenience this billing situation may have caused.
  
  I reviewed the details of your complaint and it seems all the payments were taken as expected and there was no error at our end. Please note that monthly subscriptions will automatically renew every month unless you CANCEL your subscription explicitly before the start of the next month. 
  
  With our subscription model, if payment isn't made on the first of the month, accounts are temporarily suspended to allow for reinstatement once payment is received. This is why our system made attempts to bill your account automatically, resuming services once the October payment went through. However, we understand that since you didn't intend to use the service in October, you feel that charge shouldnt have applied.
  
  Unfortunately, as our policy currently stands, we are unable to issue a refund or apply the October payment to November. Our billing system operates on an automated monthly cycle, and any unpaid period within a billing cycle is restored once payment is received, even if usage was minimal or unintended.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22520101
  
  I am rejecting this response because: ************** behavior is in violation with FTC Act, specifically regarding deceptive billing and failure to disclose clear terms of service. In laymen's terms it is called cheating. You charged for something that you didn't provide at all. You charged for the period of October 1-27, during which period I didn't have access to your services because you didn't let me. It is a gross violation of contractual law, and basically I didn't receive the consideration of the contract: You took money (without my consent) and you didn't provide me the service for the full month. I already approached to ************************ and unless I will not get the full refund I will also approach to California's Attorney General and will widely publicize in social media warning about this which is basically a scam.
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 11/07/2024

  Hi *******,
  
  Thanks for your response. I am sorry that you feel that way. Docusign takes pride in being transparent and trustworthy. I can assure you that DocuSign is not cheating you. Please let me clarify. You wrote -
  
  > ************** behavior is in violation with FTC Act, specifically regarding deceptive billing 
  > and failure to disclose clear terms of service. In laymen's terms it is called cheating. 
  
  Please note that monthly subscriptions will automatically renew every month unless you CANCEL your subscription explicitly before the start of the next month. Our terms of service outline the structure of our billing and subscription system, which is designed to automatically renew to prevent interruptions in service. We are transparent about this process and make information about it available at the time of sign-up. This is clearly described in terms and conditions on our website where you sign up for the plans under this section -
  
  ************************************************************************egw78a*_gcl_au*MTcxMjM2NTQzMi4xNzMwODU4ODIw
  
  "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)."
  
  Also on the main web page under "Choose Your Plan" where you subscribe for a plan, if you scroll down, there is  "Docusign plans & pricing FAQ" section. One of the questions there is "Will my subscription renew automatically?". There also it clearly says -
  
  "Yes, your subscription will automatically renew each month for monthly plans, and each year for annual plans."
  
  Here is the link for your reference -
  
  *********************************************************************************spvptq*_gcl_au*NTc2NDAyOTQ2LjE3MjM3NzI1MzM.
  
  This automatic renewal is commonly used across industry which prove similar subscription based services, as it ensures our users can continuously access their benefits without manual renewal each month. The automatic billing system was implemented following industry-standard practices and is based on the consent provided upon account setup. Each charge is authorized according to our agreed terms, and customers are always able to cancel their subscriptions or adjust their billing settings. We strive to make this process as straightforward as possible.
  
  > You charged for something that you didn't provide at all. You charged for the period of October
  > 1-27, during which period I didn't have access to your services because you didn't let me. 
  
  You did not cancel your subscription for October month therefore your subscription was still active and you were liable for the monthly subscription fee. If payment isn't made on the first of the month, accounts are temporarily suspended to allow for reinstatement once payment is received. Our system made attempts to bill your account automatically, resuming normal services once the October payment went through. 
  
  We understand that you feel strongly about this matter. We want to ensure that any confusion or concerns about our subscription model are taken very seriously by our company and are addressed promptly and transparently. 
  
  We value your feedback and your experience with our service. Thank you for allowing us the opportunity to address your concerns.
  
  Best regards.
  
  DocuSign ****************

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22520101
  
  I am rejecting this response because:

  1. I am confused. Today, your colleague ****** (from the email address ************************************************ informed me that DocuSign has decided to issue a refund and requested the last four digits of my card and billing address, which I provided in my reply to his email. Is this some sort of miscommunication or deception on your part? My concern is that you may be expecting that ************** email will pacify me into inaction, only for you to later renege on your promise to issue the refund.
  
  2. You mentioned your terms of service, which require cancellation before the start of the next month. This policy is unreasonable: why would anyone cancel a subscription and forfeit using a service they have already paid for? For example, if a customer pays on January 1, according to your policy, they would need to cancel by January 29 and not use the remaining days of the month. This is despite having paid for a monthly subscription, which, by any reasonable standard, means at least 30 days (except for February). Additionally, even after canceling my subscription and repeatedly contacting ****** (at least three times) to ensure no further charges, I received an automated notification from *************************************** stating:
  
  Your payment was declined. Dear *******, thank you for being a DocuSign subscriber. We are unable to process your payment of USD ***** due since 11/01/2024 for your DocuSign subscription because the payment information we have on file is incorrect or outdated. To avoid account suspension, please update your payment information by logging in to your DocuSign account and following these instructions.
  
  Please stop disregarding my requests and insulting my intelligence.
  
  3. You stated in your last response: Each charge is authorized according to our agreed terms, and customers are always able to cancel their subscriptions or adjust their billing settings. However, in my case, even after requesting cancellation multiple times and manually canceling my subscription, your system is still attempting to charge me. I urge you to reconsider your position; otherwise, it appears as if my intelligence is being insulted.
  
  4. Your response also mentioned: You did not cancel your subscription for October, therefore your subscription was still active, and you were liable for the monthly fee. If payment isnt made on the first of the month, accounts are temporarily suspended until payment is received. Our system made attempts to bill your account automatically, resuming services once the payment was successful. This is inaccurate. Your system did not allow me to use your service until I was charged on October 27. Only then did access to the service become available, which I did not utilize at all. Thus, I was charged for something I did not want or use. For 27 days, I had no access to your services, yet I was still charged. Claiming that my subscription was active is misleading. How can one be held liable for services they did not use? Charging for days during which access was restricted is unjust. This policy may make sense for an annual subscription but not for a monthly one.
  
  5. To summarize, either you fulfill the promise made by your colleague ****** (as outlined in point 1) and refund me by COB (California time) on November 11, 2024, or I will escalate this matter further, including approaching relevant state and district law enforcement authorities in **********. Additionally, I reserve the right to publicize this issue on social media and reach out to media outlets. The decision is now in your hands.
  
  Regards,
  *******
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:11/01/2024

  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 landlord and sign up for the month to month personal plan every summer when I need to renew leases. I attempt to downgrade the plan to the free plan every Sept or Oct (if I cancel the plan, I will lose all records). I have saved screenshots of confirmations that my plan will be cancelled at the end of the billing period. Despite this, Docusign continually autosubscribes me to another month. This has happened every year for the past 4 years. Every year, I have to call Docusign for them to manually change my plan, and submit supporting documents. They will tell me on the phone that they can credit me for one month, and I have to prove that they have overcharged me for several months. Sometimes, even after calling them and them telling me that they have made the change, I will still find another charge on my credit card. Docusign continues to charge me every month despite my online attempts to downgrade my account to the free one, despite my phone calls, and despite my receiving written and verbal confirmation that billing will end at the end of the cycle. I have to check my credit card statement every month and call Docusign again to go through this whole process again every month until they finally stop billing me, usually after 4 or 5 months. This is not an annual error but a deliberate business strategy of Docusign. The billing practices are exploitative. This is class action material waiting to happen.

  Business Response

  Date: 11/03/2024

  Hi *****,
  
  Thank you for bringing this to our attention. We apologize for the repeated frustrations you've experienced with the billing and downgrade process. I will try my best to make sure your concerns are addressed promptly. 
  
  Based on the details that you have shared in your complaint I have created the support case ******** with the team responsible for these type of issue at Docusign. I have also escalated this issue internally with the support team. The support case has been assigned to an internal subject matter expert. I have requested them to investigate why you are still getting charged even after changing to free plan and also process any refund applicable for the months for which you should not have been charged as per our terms and conditions. Support team will investigate this and contact you directly from the case ******** by email. Please monitor the emails coming from our support team and respond to them promptly when they ask you for any additional information or approvals so we can resolve this issue ASAP.
  
  Thank you for your patience and feedback; its essential for helping us enhance our service. Were here to support you every step of the way.
  
  Please feel free to reach out to us if theres anything further we can assist you with.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:10/30/2024

  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.

  We have had Docusign at our law firm in ********, but cancelled the service as their pricing was becoming excessive; we now use Adobe Sign. However, when we reviewed our **************** bill for September/October 2024 we saw a $480 charge from Docusign. We called customer service at ******************** to ask that they remove this "auto-renewal charge" but they would not....we presumed it was an autocharge from the account we had cancelled. Their customer service (which is NOT based in the *************) was infuriating. They said that the $480 charge was not linked to any of our emails, but was a differenct Docusign account which "happens to be charged to our AMEX". Docusign's foreign representative refused to transfer us to a supervisor (saying there was no supervisor) and refused to process our refund (and continued automatic charging) unless we gave them the email linked to the "account".******************** makes makes it nigh on impossible to deal with billing errors or mistakes from their end. They will continue to charge our AMEX $480/yr. forever, even though they acknowledge that this "mysterious" docusign account has never been used.We must now resort to reporting the matter to ****************.

  Business Response

  Date: 10/30/2024

  Dear *****,
  
  Thank you for reaching out and sharing your experience. I will try my best to resolve this matter to your satisfaction.
  
  Our team takes billing transparency seriously, and we apologize if any communication or procedural issues have caused you inconvenience. 
  
  Upon checking internally I was able to find the support case ******** which you ahd logged with our support team for this issue. As our support team had told you, based on the email address ************************ linked to your account we were not able to find any active account where you were charged $480 using the **************** payment method. 
  
  Upon digging further in our system based on the name of your firm "****** Law Firm" from your email domain I was able to find another account which is listed as "******* ******" and it may be the account that is what is causing the automatic debit. I will need some form of ID verification to make sure that this account "******* ******" is the right account. Can you please provide the following information for verification purpose to make sure we are referring to the right account -
  
  1. Last four digit of the **************** card that was billed $480
  2. Exact date of the transaction when you were billed $480 in your **** account
  3. Email address associated with "******* ******" account
  
  Once we can verify your account I will connect you with a dedicated representative who will be able to process the refund for you and close/downgrade your account so you don't get billed again in future. Please share additional details ASAP and well work diligently to sort out this error.
  
  Thank you for allowing us the chance to make this right. We appreciate your patience and are committed to ensuring a better experience for you.
  
  Regards.
  
  Docusign ****************

• Initial Complaint

  Date:10/14/2024

  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.

  Docusign does not have an agreement from me to charge my credit card in recurring basis, and they have been charging it for the last couple of years. I have that in writing from them accepting that they can not bill me and to update my information if I want to continue services. I attempted to speak to a representative about adjusting my plan back in July, but representative took a full month to answer to me, at the time I was on vacations, and representative did not reach out at my return which was already too late for me to make changes. No one in the office attempted to reach out to me, knowingly that I do not use even 20 percent of my service, contrary to when I started using more envelopes they did not stop to reach out until they charged me. There is no place for me to cancel my contract in their website, nor any card information they have or authorization from me to charge every year. Most of my suscriptions have that in writing but not docusign. The emails from docusign since they are several go to spam making it super hard to fish out, no one takes the time to call on the phone, and if you call there are not representatives. I fixed this with representative, and when she submitted the ammendment to the contract, she got rejected by her superiors, however she had already offered ammendment .All I wanted is the same courtesy as the client I have been for several years to update my contract to the amount of services I used. When I contracted service ********* did not take a month and they applied retroactively.

  Business Response

  Date: 10/15/2024

  Hi *******,

  Thank you for bringing this to our attention, and I sincerely apologize for the frustration and inconvenience you've experienced. 
  
  We appreciate your loyalty over the years and deeply regret the delays in addressing your request to adjust your plan. We take your concerns seriously and will do our best to resolve your concerns promptly.
  
  I have thoroughly review you account details. It seems you are on our corporate plan. Please note that for our corporate plans only the account team assigned to the account is able to make any changes to the account and process any  refunds etc. I have contacted your account team and escalated the issue with their managers to get your concerns addressed ****. I will internally follow-up on this issue with your account team until a resolution is found. Well work to resolve this promptly and ensure your service plan aligns with your current needs.
  
  Thank you again for your patience, and your account team will be in touch with you shortly to confirm next steps. Meanwhile, please let us know if you have any other questions or concerns.

  Best regards.

  Docusign Customer Service

• Initial Complaint

  Date:10/11/2024

  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.

  For the last two years, Docusign has attempted to autorenew my subscription with them, in spite of my clearly stating to them that I wished to terminate that subscription. Last year (2023) I had ongoing email communication with one of their representatives, in the course of which I unequivocally expressed my intent to terminate my subscription with them, due to no longer needing their services. In spite of this extended communication, my subscription was renewed for the year, for $300. When the charge went through my account, I contacted that same representative, who said there was nothing they could do. This year, they are trying to do the same thing. I got "suspended" notices from them, with an email now stating I owe them money yet again, with an outstanding balance. When I attempt to communicate with their representative that I no longer need the service (and haven't needed it for almost two years), I am deflected with another email stating this is a "technical" issue (billing is not a technical issue). I attempt to follow the link to communicate with another department, and said link only leads me to a "splash" page to log into my accountI have no log-in since I haven't used it in almost 2 years! I believe I may have changed my card number since they last charged me, so hopefully a charge won't go through. But at this rate, I am concerned they will attempt to sue me for the money they think they are owed. What is deeply unfortunate about this is that this is a quality service that was very useful to me for several years, but there is a disconnect between the quality of the service and their ruthless tactics at collecting money from customers who no longer need them. Please help, and thanks for reading. Like most people, I can't simply burn money like this. The signature block of the last representative to communicate with me is as follows: ******* ****** | ************************** Digital Consultant, ************************************ (no phone number given)

  Business Response

  Date: 10/13/2024

  Hi ****,
  
  Thank you for reaching out and sharing your experience with us, and we sincerely apologize for the frustration this situation has caused. 
  
  We want to assure you that we take your concerns seriously and will take immediate steps to resolve this. To address your issue urgently I have created a new support case ******** with our support team responsible for these type of issues. Our support team will look into your case and make sure that your concerns are addressed promptly and appropriately. Please keep an eye on any email updates that you receive from our support team coming from the support case ********. Hope it helps.
  
  Again, we apologize for the inconvenience, and we greatly appreciate your patience and past support of our service.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:10/09/2024

  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 purchased a vehicle using ****** out of state on 9/26/24. The seller on ****** claiming to be a dealership used DocuSign to send me over contracts and documents. After completing the documents and wiring the money the the dealership, the documents were completely removed. I no longer had access to the signed and completed sales agreement, bill of sale, warranty, title transfership, or copy of pink slip. The seller was able to use DocuSign to commit fraud and leave me with little to no repercussions or evidence of the transaction. Luckily I downloaded and printed a copy of everything to prove this statement is true, but Im still out tens of thousands for the car I thought I purchased. Since then police have verified actual dealership has been out of business for years. DocuSign should be held liable for not providing the security or legitimacy the platform markets. Theres no way either party should be able to remove the view of any completed document from the other party.

  Business Response

  Date: 10/10/2024

  Hi Grant,
  
  Thank you for contacting Docusign Customer Support. Our customers’ trust and security is a top priority. We recommend reporting this improper use of Docusign accounts using the “Report This Email” link found at the bottom of the Docusign envelope email notification you received or through your account using these instructions "https://support.docusign.com/s/document-item?bundleId=yca1573855023892&topicId=uec1690221505200.html&_LANG=enus". 
  
  If you don’t have access to the email notification or the envelope in your account, you can file a report through the Docusign i-Sight portal directly via this link "https://docusign.i-sight.com/portal/reportonline?lang=en_US&theme=DocuSign". 
  
  When filling up the form it’s critical that you provide the envelope ID or security code (envelope access code) in the portal questionnaire.  This assists the Fraud Investigations team in accurately identifying the account and expedites the review of the reported activity. Please refer to following articles for more information -
  
  How to locate a Docusign envelope ID
  https://support.docusign.com/s/articles/Where-do-I-find-my-envelope-ID?language=en_US&rsc_301
  
  How to locate an envelope access code to sign
  https://support.docusign.com/s/articles/I-need-an-access-code-to-sign-a-document-Where-do-I-find-it?language=en_US&rsc_301
  
  If you have additional questions please visit our Incident Reporting page-
  
  https://www.docusign.com/trust/security/incident-reporting
  
  Please feel free to contact us if you have any other questions.
  
  Best regards.
  
  DocuSign Customer Service

• Initial Complaint

  Date:10/04/2024

  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 initially purchased Docusign in October 0f 2023 for $300. In February, I purchased the Bulk Send feature of an extra $180. I had several calls with DocuSign and they could never fix the issue. In July I was told they were changing their policy and charging extra for envelopes and that would start going forward on 10/3/24. This would triple my cost which I had no intention of doing, so I cancelled via phone on $480 and have attached the email as proof. I was still charged $480 and then an erroneous amount of $350.40. Upon contacting DocuSign I was told they were charging me for extra envelopes. I was NEVER told that, otherwise I never would have continued using the service up to renewal. I am demanding the $480 be returned as well as the $350.40.

  Business Response

  Date: 10/06/2024

  Dear Kimberly,
  
  Thank you for reaching out and sharing your concerns. We have carefully reviewed your account and the details surrounding your cancellation and charges.
  
  Upon investigation, I can confirm that your DocuSign account # 29810687 was already approved to be refunded $480 for the latest invoice INV51984518. Refunds will be processed between 10-14 business days. Also I can confirm that your account has been downgraded to Free as per your request 
  
  I have checked your other invoice INV52000137 for $350.40 which is for  Overage Charges for 73 extra envelopes over the plan limit for the period 3rd September'24 to 2nd October'24. 
  
  I can see from our communication history that you were clearly alerted about this issue on "Aug 7, 2024" by email which said -
  
  "Your subscription includes 100 envelopes per user per year. In your current billing cycle, you sent 620 envelopes beyond your subscription limit. We’re more than happy to honor these extra envelopes at no charge.
  
  Please note, starting September 4, 2024, a standard $4.80 per envelope charge will apply to each additional envelope sent beyond your subscription limit. "
  
  You were also given a limited-time 20% discount to increase your envelope subscription limit.

  We understand you may not have anticipated these costs, but based on your continued usage of the service up until your renewal date, these charges are valid. As the charges reflect services provided prior to your cancellation, we are unable to issue a refund for the amount $350.40. Unfortunately there is nothing we can do about refunding these overage charges. 
  
  If you have any further questions or require additional clarification, we’d be happy to assist.
  
  Thank you for your understanding.

  Best regards,

  Docusign Customer Service

  Customer Answer

  Date: 10/07/2024

   
  
  Complaint: 22380620
  
  
  
  I am rejecting this response because:

  I was clearly told by more than one representative that the overage charges would not start until AFTER my annual billing in October There is NO WAY I would continue using the service if the new fee had taken affect mid subscription. What kind of ethics do you have to make something effective immediately. $350 is such an exorbitant cost when I can and have gotten the service for unlimited envelopes for $180 for a year. This is predatory and does not make business or common sense on my part. 
  
  Sincerely,
  
  
  
  Kimberly Jones

  Business Response

  Date: 10/07/2024

  Dear Kimberly,
  
  Thanks for your response. You wrote -
  
  > I was clearly told by more than one representative that the overage charges would 
  > not start until AFTER my annual billing in October 
  
  Can you please provide the names of any representatives that you spoke to who gave you this information so I can clarify with them internally? I very much doubt that they would have given you this assurance as this in not in line with the official communication that was sent to you on "Aug 7, 2024 3:15 AM" from our company to your email address with this subject line "Important account update—please read". I can see in our system that this email was opened three times on the same day by someone who had access to this email address on your end at below times -
  
  open Important account update—please read
  Aug 7, 2024 7:28 PM
  open Important account update—please read
  Aug 7, 2024 7:23 PM
  open Important account update—please read
  Aug 7, 2024 3:19 AM
  
  In the email it was clearly stated that "starting September 4, 2024, a standard $4.80 per envelope charge will apply to each additional envelope sent beyond your subscription limit. "
  
  You were also given a limited-time 20% discount to increase your envelope subscription limit and you had almost a month to do that. 
  

  Your subscription included 100 envelopes per user per year. In your current billing cycle, you have sent 620 envelopes beyond your subscription limit. We’re more than happy to honor these extra envelopes at no charge. You were only charged for 73 extra envelopes sent after 3rd Septmeber'24.

  As the charges reflect services provided prior to your cancellation, we are unable to issue you any refund for the overage amount $350.40. Unfortunately there is nothing we can do about refunding these overage charges. 
  
  On a positive note I can confirm that your account was already approved to be refunded $480 of annual fee that was charged towards the invoice INV51984518. This refund will be processed between 10-14 business days. Your account has also been downgraded to Free as per your request. 
  
  Thank you for your understanding. 
  
  Best regards,
  
  Docusign Customer Service

  Customer Answer

  Date: 10/08/2024

   
  
  Complaint: 22380620
  
  
  
  I am rejecting this response because: there is NO WAY I would have gone over by $350 for envelopes if I was told it would start until the new billing cycle. What reputable company changes terms in the middle of a contract!!! Your reps on multiple occasion told me I had until the new billing cycle. I can get a contract with another company that charges $180 per year for UNLIMITED envelopes. Why in the world would I use $350 in envelopes in 30 days. Makes no sense. Do the honorable thing and refund my money. Train your employees properly and you won’t have these issues.  
  
  
  
  Sincerely,
  
  
  
  Kimberly Jones

• Initial Complaint

  Date:09/26/2024

  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 signed up for their standard plan using their website. I chose it over their personal plan since the features list showed that personal plans can only send 5 per month; I want unlimited. Their chart clearly indicates the 5 limit for the bottom tier, but has a checkmark for all other tiers clearly indicating that there should not be a limit. After clicking "Buy Now" there is nothing there that indicates a limit either. I bought the yearly plan and then spent 2 days setting up automations for my sales pipeline, only to discover on the billing page, that there is a meter and I am only allowed 100 contracts for the whole year! I had already used 16 setting up the workflows. When I reported this in their support chat, they were blaming me for not contacting sales before signing up and just kept pushing me to pay them more.

  Business Response

  Date: 09/27/2024

  Dear *****,
  
  Thank you for reaching out and providing detailed feedback regarding your recent experience with your DocuSign subscription. I sincerely apologize for the confusion and frustration you've encountered.
  
  DocuSigns Standard and Business Pro annual plans include an allowance of up to 100 sent envelopes per user per year. Monthly plans include an allowance of up to 10 sent envelopes per user per month. This is clearly mentioned on our website under the "Docusign plans & pricing FAQ" section which is below the "Choose Your Plan" section in this FAQ "How many envelopes can I send for signatures each month or year?".
  
  It seems that the information regarding this sends limit for the Business Pro plan was not sufficiently clear to you on the pricing page, and I completely understand your disappointment. The fact that you had to search for this important information in the fine print is concerning, and your experience highlights a gap in how we present our plans information. This feedback is incredibly valuable, and we are actively reviewing on how we can better communicate plan limitations upfront to avoid this kind of confusion in the future.
  
  Once again, I apologize for the inconvenience you've faced and appreciate your willingness to provide this value feedback to us. Please let us know if you have any questions or concerns.
  
  Best regards.
  
  DocuSign Customer Service 

  Customer Answer

  Date: 09/29/2024

   
  Complaint: 22342829
  
  I am rejecting this response because:

  My primary objective is to ensure that DocuSign makes their pricing information, specifically the envelope limits, more prominent and clearly visible on their pricing page, instead of misleading people to believe that they are paying for an unlimited plan. A satisfactory resolution would involve DocuSign actually updating their pricing page to highlight these limits upfront, and not just say they are "actively reviewing" which in my experience means it will never happen and is just lip service.
  
  Since DocuSign has not committed to making these specific changes, I find their response unsatisfactory.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *****

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

  Business Response

  Date: 09/30/2024

  Dear *****,
  
  Thank you for reaching out again. Once again I apologize for the confusion and frustration you've encountered.
  
  We have already contacted our marketing team last week and flagged this issue with the team. They have already acknowledged it. They are having an internal meeting on this topic this week. We also have a Supportability ask to improve this pricing page with this part being one area to improve. Hopefully this will be completed soon. 
   
  Once again, I apologize for the inconvenience you've faced and appreciate your willingness to provide this value feedback to us. Please let us know if you still have any questions or concerns.
  
  Best regards.
  
  DocuSign Customer Service 

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While they say they are in the process of fixing the misleading pricing table, I am not truly satisfied until they actually change it. Is there a way for me to follow up in a month or two to see if this is fixed? I don't reject their response because I know changing these things can take a bit of time, however there must be some sort of follow up process for these types of things. Any help would be appreciated.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/25/2024

  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.

  In July 2024, I subscribed to the monthly Business Pro plan for Docusign, since according to their plans and pricing page, it fit my needs. After sending my 30ish bulk contracts, I was very surprised to receive an email that I had gone overa "10 sends plan limit". On August 5th, I sent this message to ************************************************* and received no response: "Hello, I recently signed up and upgraded my account. Your plans and pricing page is very misleading. It shows that the personal plan limits to five sends per month, but does not list the other two levels. After receiving this email, I had to search the webpage to find the 10 send limit down in the fine print. See here: ********************************************************************** use DocuSign for one or two months out of the year to send about 35 contracts. I like Docusign because I find it to be the most secure and reliable, and easy to use for both the sender and the signer. Unfortunately with this misleading pricing, it is just not worth it for me to continue using Docusign. Which is very disappointing."I decided to give it another chance by opening a case on their website, to see if there was another available option for my business. I was directed to call Sales, who reccomended the Annual Standard plan. My issue is: If the sales page had been transparent in the first place, I would have simply chosen that plan to begin with. I asked for a bill credit for what I have already paid, and over two separate phone calls I was passed around between Sales, Billing, Web Sales, ***************** then calling back and being routed to back to Sales, then BACK to ***************** Not one of these folks have any authority to help (while admitting this is an ongoing issue), or the abiity to escalate the problem. The deceptive sales practices combined with the inefficiency is inexcusable. The final straw? Being given a 20% off discount code for the annual plan, with no way to enter it online.

  Business Response

  Date: 09/27/2024

  Dear ********,
  
  Thank you for reaching out and providing detailed feedback regarding your recent experience with your DocuSign subscription. I sincerely apologize for the confusion and frustration you've encountered with our plans and customer service process.
  
  *********************** Business Pro-monthly plans come with 10 sent envelopes per user per month limit. This is clearly mentioned on our website under the "Docusign plans & pricing FAQ" section which is just below the "Choose Your Plan" section. Please see the answer to this FAQ "How many envelopes can I send for signatures each month or year?".
  
  The fact that you could not see this important information easily is concerning, and your experience highlights a gap in how we present our plans. This feedback is incredibly valuable, and I will pass it on to the relevant team so they can look into how we can better communicate plan limitations upfront to avoid this kind of confusion in the future.
  
  To make things right, I have escalated the support case ******** that you have opened to the appropriate team who can assist with both the billing issue and the plan selection. I have requested them for following -
  
  1. Cancel your monthly plan. Also check if we can provide you a courtesy refund for the extra month that you were charged for. 
  
  2. Help with signing up for a Standard Annual plan with a 20% discount which was promised to you by the sales team.
  
  Support will contact you about this by email updates from the support case ******** so please keep an eye out for the support's emails and respond to their request ASAP so we can resolve your issue promptly. 
  
  From my side also I will monitor the support case ******** and make sure it is prioritized.
  
  Once again, I apologize for the inconvenience you've faced and appreciate your willingness to give us another chance. We value your business and are committed to ensuring that your future experiences with Docusign are smooth and satisfactory.
  
  Sincerely,
  
  DocuSign ****************

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22341421
  
  I am rejecting this response because:

  My original request and BBB complaint was in response to the misleading plans and pricing page, and the lack of authority for staffers at docusign to offer any assistance or escalation. I have been asking docusign for a bill credit towards what I already paid, and the response has effectively been "if you talk to the right person, you might get a 20% discount" with the party line being "well it's in terms and conditions". If you were to listen to my calls (which were recorded, according to the phone line disclaimers), you would see this is true. Docusign's new business structure and apparent leadership decisions have been very disappointing, leaving small businesses on the hook with a "gotcha". 
  
  I planned to review my billing history to calculate what I have now spent against docusign's 20% discount offered as a "resolution". Unfortunately now being on the "Freemium" plan seems to have removed my access to previous invoices, and I am unable to do so. 
  
  While I was ready to upgrade and make an investment for next year, I am not willing to spend any more time, energy, or money on this issue. Docusign leadership needs to sort out their business without hanging us out to dry. 

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

  Business Response

  Date: 10/02/2024

  Dear ********,
  
  Thank you for sharing your concerns. I understand your frustration regarding the issues you've encountered with our plans, pricing, and the customer service experience. I apologize for any confusion or inconvenience this has caused.
  
  Its clear that the communication you received, and the options presented, did not meet your expectations. We value your feedback and regret that our responses felt dismissive or inadequate, especially regarding the billing inquiries and the authority of our team members to assist you effectively.
  
  Regarding the Plan and Pricing Clarity, we take your feedback for any misunderstanding about our plans and pricing. I have passed on your feedback to our marketing team who is responsible for maintaining this page. They are reviewing the feedback you've provided and will assess how we can improve these aspects moving forward.
  
  I can see from updates in the support case ******** that your account is already on the free plan and also the refund has been processed to the card that is associated with the DocuSign account for $65.00. This may take 3-5 business days to show up in your account, depending on your bank.
  

  I would sincerely request you to reconsider your decision and not leave Docusign. Please give us another chance and remain with us as a valued customer in the future. Our goal is to support small businesses like yours, and we hope we can regain your trust through better communication and resolution in future.

  With regards to signing up a Standard plan, once you're logged in, you can hit the upgrade button on the upper right of your screen and you will be asked to enter promo code to get a 20% discount if you purchase the Standard - Annual plan. Save 20% on annual plans with promo code LUCKY20
  
  You can also visit our plans and pricing page, and you can click the "Buy Now" button under Standard - Annual plan. Please make sure that you enter the promo code to get the 20% discount upon upgrading. (LUCKY20).
  
  Please let us know if you require any further assistance with this issue.
  
  Best regards,
  
  DocuSign Customer Service