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:09/25/2024

  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.

  When I signed up for the service and pre paid annually for the year, I was under the assumption that I could send as many docusigns as I wanted within the year why I paid $300 dollars and are receiving a suspension email now for exceeding envelope limit, no where in the features list did it say when signing up for the service that there was an envelope limit when paying my annual fee, which is a deceptive business practice by Docusign since its hidden in a link that you must click on to view. If you cannot honor the remaining term of my account please refund my prorated amount left since I only used 5 months of service or allow me to continue until my plan ends in April 2025. I send about 10 Docusigns a month which is not many so why did I pay $300 for the year just to be suspended less than half way into the year I paid for.

  Business Response

  Date: 09/25/2024

  Dear ***,
  
  Thank you for reaching out to us and sharing your concerns. We take all feedback seriously and are committed to addressing any issues that arise.
  
  DocuSigns Standard annual plans include an allowance of up to 100 sent envelopes per user, per year. This is 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?".
  
  I'm sorry to let you know that we won't be able to process any refund for you because your account is not eligible as per our Refund Policy. Only eligible accounts for refund are first Annual subscriptions requesting refund within 30-day period after subscription. For more information about our Refund Policy please review "*********************************************************************************************************".
  
  From the email address that you have provided we were able to find your DocuSign account associated with the email. After reviewing your account I can see that your Docusign account has been suspended on 20th September'24 due to issues with the payment method associated with your account. 
  
  Please update your payment method by logging into Docusign and following the below instructions to reactivate your subscription-
  
  ********************************************************************************************
  
  Also I can see that youve exceeded your Envelope limit. You were notified about this on Aug 29, 2024 10:36 PM by an account alert email. Please add Envelopes now to update your plan to the appropriate number based on your needs and volume and youll avoid any overage charges in future with immediate access to your new Envelopes. Please note that the customers exceeding their contractual allotment are charged a per-envelope overage fee. The overage fee per envelope for customers on Standard Annual plan is $3.00 per envelope.
  
  Customers requiring additional envelopes can visit the Plans & Billing page and add more envelopes to their current subscription. Any customer can view their envelope usage and account allotment in the Plans & Billing page within Settings. Customers can self-serve by following this eSign Admin Guide to Add Envelopes and Seats "********************************************************************************************************************************************************". 
  
  This is also explained in this FAQ document which you can access here "*************************************************************************************************************".
  
  Hope it clarifies.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:09/23/2024

  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 was fraudulently charged almost $2,000 by this business. They claimed it was for an "overage charge". I asked where in my agreement that they had my signature on file agreeing to be billed for overage charges, or where it was even broken down what the overage charge would be. They said they didn't have it on file and had no record of me agreeing to these charges. They refused to refund me or provide any type of proof that I accepted terms and conditions that outlined this charge. I believe this to be fraud.

  Business Response

  Date: 09/23/2024

  Dear ****,
  
  Thank you for reaching out to us and sharing your concerns. We take all feedback seriously and are committed to addressing any issues that arise.
  
  From the invoice that you have provided we were able to find your DocuSign account associated with the email ********************************* After reviewing your account and our records, we found that the charges in question were made in accordance with the terms and conditions that govern your digital agreement. This is not a change to existing Docusign policy - it appears in our Terms of Use available on the Docusign website. See Terms of Use ? Docusign Sites and Services Terms and Conditions ? Schedule 2 ? Paragraph 6 Subscription Plans & Prices. You can access the full T&Cs here "*****************************************************************". 
  
  DocuSigns Standard annual plans include an allowance of up to 100 sent envelopes per user, per year. Customers exceeding their contractual allotment will be charged a per-envelope overage fee. The overage fee per envelope for customers on Standard Annual plan is $3.00 per envelope. It seems you have sent 612 extra envelopes over your yearly limit and were invoiced accordingly for overage charges. You can track your envelope sending volume by going to Settings > Plan and Billing.
  
  Upon checking your account email communication history we can also confirm that you were first warned about exceeding your Envelope limit as early as Apr 30, 2024. From this date there were at least 12 more email reminders sent to you about this. Last reminder was sent to you on Sep 13, 2024.

  We apologize for any confusion and regret that you feel this matter was not properly communicated. However, after thorough investigation, we do not have grounds to issue a refund as the charges were valid and consistent with the terms of the agreement. We understand this may not be the resolution you were hoping for. Thank you for your understanding.
  
  Regards.
  
  DocuSign Customer Service

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22323728
  
  I am rejecting this response because:

  When I signed up for docusign the terms and conditions I accepted did not include that clause. Perhaps later you amended the terms which I did not agree too. 

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

  Business Response

  Date: 09/24/2024

  Hi ****,

  This is not a change to existing Docusign policy. Our Terms and Conditions have always had this policy explicitly mentioned. 
  
  DocuSigns Standard annual plans include an allowance of up to 100 sent envelopes per user, per year. In an effort to support our customers growing business needs, we have previously allowed a ***** period for customers who send envelopes beyond their contract limits. However, we are enforcing this policy now, customers exceeding their contractual allotment will be charged our standard per-envelope fee for each extra envelope sent. 

  Customers requiring additional envelopes can visit the Plans & Billing page and add more envelopes to their current subscription. Any customer can view their envelope usage and account allotment in the Plans & Billing page within Settings. When a customer starts nearing their limit, they are prompted with an alert banner and a call-to-action to add more envelopes to their plan. In addition to the in-product messages, customers also receive a series of ongoing marketing communications across email and in-product banners. Customers can self-serve by following this eSign Admin Guide to Add Envelopes and Seats "********************************************************************************************************************************************************". 
  
  This is also explained in this FAQ document which you can access here "*************************************************************************************************************".
  
  Hope it clarifies.
  
  Best regards.
  
  DocuSign Customer Service
  
  

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22323728
  
  I am rejecting this response because:

  This was never communicated to my email. You should do the right thing and refund or I'll just have to file suit and stop payment. 

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

• Initial Complaint

  Date:08/28/2024

  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.

  On August 14, 2024, I paid $65 for a Docusign subscription for my business. I also registered my Docusign account under my business name, River Of Life Lending Solutions. I spent hours learning and setting up my client forms that I need to send out to my business clients within my Docusign account. Then, on August 27, 2024, I made multiple attempts at logging into my Docusign account, but the attempts failed. I tried resetting my password by using the reset password email option, but I never received the reset password emails from Docusign. I submitted a case to Docusign Support on August 27, 2024. On August 28, 2024, Docusign Support provided me with case# ******** and told me that they closed my account, without clarifying why my account is closed and that is why I cannot log in. I suspect they closed my account because my account is registered under my business name, but they didnt specifically state this to me in the email. I responded back via email to let them know that I, ************************* iLevbare am the owner of River Of Life Lending Solutions and thus the owner of my Docusign account that I paid for. I provided my State ID and business registration documents. I also followed up with a phone call and was told to file an incident, not knowing which incident type best suited my situation I filed a privacy incident report that now has Request ID: **********. Failing to inform a customer that their account is closed after they have paid for the account is an unethical business practice and very unprofessional. If there was a problem with my account you could have contacted me before closing my account and I would have gladly corrected what you need me to correct. I do not want a refund, I would like to access my Docusign account. I need to speak with someone today who will make this situation right without me being pass over to multiple departments/people.

  Business Response

  Date: 09/05/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced in trying to access your Docusign account. We completely understand how important it is for you to have uninterrupted access to your business tools, and we deeply regret that this situation has affected your ability to serve your clients.
  
  Upon reviewing your account, it appears that your account was indeed closed, and we sincerely apologize for the lack of clear communication around this action. While we are still investigating the specific reason behind the closure, we want to assure you that your concerns are being taken seriously. We have escalated your support case ******** internally. You will be notified about any new update from our internal investigation through this support case ******** by email.
  
  We understand that being transferred between departments is frustrating, and we will make sure that the person who contacts you will be fully equipped to resolve this matter without unnecessary delays.
  
  Again, we apologize for the inconvenience and are committed to resolving this as quickly as possible. Thank you for your patience, and we will be in touch very soon.
  
  Sincerely,
  
  DocuSign ****************

  Business Response

  Date: 09/05/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced in trying to access your Docusign account. We completely understand how important it is for you to have uninterrupted access to your business tools, and we deeply regret that this situation has affected your ability to serve your clients.
  
  Upon reviewing your account, it appears that your account was indeed closed, and we sincerely apologize for the lack of clear communication around this action. While we are still investigating the specific reason behind the closure, we want to assure you that your concerns are being taken seriously. We have escalated your support case ******** internally. You will be notified about any new update from our internal investigation through this support case ******** by email.
  
  We understand that being transferred between departments is frustrating, and we will make sure that the person who contacts you will be fully equipped to resolve this matter without unnecessary delays.
  
  Again, we apologize for the inconvenience and are committed to resolving this as quickly as possible. Thank you for your patience, and we will be in touch very soon.
  
  Sincerely,
  
  DocuSign ****************

• Initial Complaint

  Date:08/28/2024

  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 previously worked for New American Funding up until April 2024. When I joined my new company, they had a corporate account that we can use. Back in May 2024, I contacted Docusign to notify them of my separation and that I needed my email on my account changed so I can access my account and cancel my personal subscription (as it was no longer needed). It was at that time that Docusign claimed they updated my email, and assured me that my account will be cancelled. Since then, I learned that my account was not cancelled and my credit card was charged Aug 10th 2024. I called Docusign immediately, and was informed by their customer service *** they will work with their manager, and to expect an email and refund asap. Again, that never happened. No email. No follow up. No refund. I wrote Docusign again, in the same email thread back from May, on Aug 21 (last Wednesday) and still, yet again, no ***ly. No follow up. It's become clear they just don't care to follow up to resolve my erroneous charge. To date, I still do not know if my account has been cancelled, and my card was not refunded of the $480.00 This is absolutely unacceptable and terrible customer service. I did not want to resort to this manor, and gave Docusign several opportunities over the last 3 months to rectify the matter. Moving forward with this complaint, I expect with this complaint that my personal account subscription is cancelled and my card is refunded.

  Business Response

  Date: 08/28/2024

  Dear *****,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you've experienced with the cancellation of your DocuSign account and the subsequent charges to your credit card. This is certainly not the level of service we strive to provide.
  
  Upon checking internally I was able to find the latest support case ******** that was created on 14th August for this issue. I can see from the case updates that the refund request was already approved by the support manager. As per part of our standard refund process support had sent the below email to you on the email address *********************** on the same day -
  
  "Hello *****,
   
  Thank you for contacting Docusign Customer Support. 
  
  I am pleased to inform you that my manager has approved your request. As part of our process, we need written confirmation from you regarding the following concerns:
  
  You agree that we will be refunding the same payment method that was originally billed to your account.
  
  Just reply " I agree".
   
  Best regards,
   
  ******** | Docusign Customer Support".
  
  Support waited for a week for your reply to the above email and after a week case was automatically closed by our system due to no response. 
  
  Anyway I have reopened the support case ******** and escalated it internally. You should receive a response from our support team soon by email. Please keep an eye on emails coming from our support team to *********************** and respond to it ASAP as requested. Support will make sure that your account subscription is cancelled and your card is refunded ASAP.
  
  Thank you for your patience, and we appreciate your understanding as we correct this issue.
  

  Please let me know if you have any further questions or concerns about this.
  
  Best regards.
  
  DocuSign Customer Service

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22207342
  
  I am rejecting this response because:
  
  As per that email from May, I no longer am employed with new American funding, thus do not have access to that email. I communicated to Docusign back in May my new email address with my new employer and it was never communicated to me from there. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/29/2024

  Hi *****,

  Thanks for your prompt response. I have requested our support team to change your contact email address to ************************ in our system and send all future case email updates to this new email ************************ address instead. Sorry for any inconvenience it may have caused.

  Please let us know if you have any further questions.

  Regards.

  Docusign Customer Service

• Initial Complaint

  Date:08/27/2024

  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 was told that we would not be billed for test envelopes and now you guys have back billed me.

  Business Response

  Date: 08/27/2024

  Hi ******,
  
  Thanks for reaching out. I would try my best to help you with your issue. I need more information to be able to help you with your issue. You have written -
  
  "I was told that we would not be billed for test envelopes and now you guys have back billed me."
  
  Can you please provide which Docusign account number this issue relates to? Please refer "*****************************************************************************************************************************".
  
  2. Can you please provide more information or links to where you saw that you would not be billed for test envelopes?
  
  3. Can you please provide some evidence of how/when you were billed, any invoices etc.?
  
  I will look into it promptly once I receive the above requested information from you.
  
  Best regards.
  
  DocuSign Customer Service
  
  

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22204950
  
  I am rejecting this response because:

   

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

  It was via a phone call w multiple representatives. 

  You can see the invoices in my account. 

   

  Best Regards,

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

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

  Business Response

  Date: 09/05/2024

  Hi ******,

  Thanks for providing the email address linked to your DocuSign account. I was able to find your DocuSign account linked to the email address that you have provided. Please note that the Test envelopes are free only on developer accounts. Any envelopes sent from your paid production account are always counted towards your envelope allocation. I can see from email correspondence history in the account that *********************************** from our Commercial Sales team has already clarified this. Currently, your DocuSign plan allows for 6 users and 600 envelopes per year. It seems you sent out envelopes over the limit in the paid subscription. Within the last year, your team has sent over 835 envelopes. Unfortunately there is nothing we can do for your reimbursement on your "test" envelopes. Please feel free to reply to email from  with *********************************** or schedule a call using the link he has provided in his email communication so he can go through the options to help you best with your current situation. Hope it helps.

  Best regards.
  
  DocuSign Customer Service

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22204950
  
  I am rejecting this response because:

  It was via a phone call w multiple representatives.   email from ******

  You can see the invoices in my account. 

   

  email from Account ID: ********

   

  We will be disputing these charges if not resolved in a timely manner.  We should not be getting charged for 6 seats when we only have 2 active.  ***************************** <*************************>

   

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

  Business Response

  Date: 09/12/2024

  Hi ******,
  
  Thanks for reaching out again. I have already clarified in my previous response that your company has sent way over the allowed envelope allowance for your current subscription and will be charged 4.80 cents per envelope over your limit. There is nothing we can do for your reimbursement on your "test" envelopes.
  
  *********************************** from our Commercial Sales team has also clarified this to you in his recent emails. ***** has offered to set up a call with your team to resolve this situation and discuss the suitable commercial plan options going forward.  Please feel free to reply to email from ********* and schedule a call using the link he has provided in his email communication so he can go through the options. You can also contact him directly using the below contact details -
  
  ***************************************************
  Day Time Phone: ************ 
  
  Hope it helps.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:08/20/2024

  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 had to create a Docusign account because I accepted a job offer where they asked me to send id over email. This was the ONLY reason I signed up for the account. It was supposed to be a free trial and I could cancel before being charged, so I did this. I then cancelled the account BEFORE the renewal date, but they still charged me and showed me account as active. I'm not sure if this is because of their ********************************************************************* if they are just completely fraudulent. I immediately contacted them and complained since I had cancelled this and they tried to refuse refund, and finally agreed to refund me. They did send the refund. However, I went through hoops and again attempted to cancel the account, but online there are 50 pages and I still did not receive proper confirmation of cancellation. I contacted them and I have now spoken to about 5 different ***** ***** being the latest one, who REFUSE to confirm cancellation. I have saved all the emails. I have asked REPEATEDLY, at least 8 times now, for them to make absolutely certain this has been cancelled and to send me written confirmation that it is cancelled. However, they tell me "this is how to cancel" and to reach out if I have more questions. I respond EVERY TIME that this is not satisfactory and for them to explicitly confirm cancellation, but they still will not confirm and it has been going on for 2 straight weeks now of this nonsense and their deceptive practices and fraudulent behavior. I simply want written confirmation that they have cancelled the account and NO MORE CHARGES OR GAMES. This is the most deceptive and fraudulent company I have ever dealt with. At this point, I am also reporting to the **************************************************************** and also to my congress members so that legal civil and criminal action can be pursued against this company. This is illegal.

  Business Response

  Date: 08/20/2024

  Hi *****,
  
  Thank you for bringing this matter to our attention, and I sincerely apologize for the frustration and inconvenience you have experienced. 
  
  I was able to find the support case ******** that you have logged for this issue.
  
  I have checked internally and I can confirm that your account was successfully CLOSED and you will not be billed for it again. Also the refund for $30.00 was approved and processed, therefore, you should see the money back in your bank account within ***** business days. 
  
  If you still have any issues or questions, please do not hesitate to reply. We'll be more than glad to provide further assistance.
   
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22169533
  
  I am rejecting this response because:

  It took these people multiple emails and multiple complaints in order to receive any form of decent response at all.  They did finally refund the money they illegally stole and defrauded from me.  But then I went through about 8 more emails asking them to verify in writing that they had actually cancelled the account this time since they didn't close it before, and with every email, they gave me the response of "this is how to close the account" but absolutely REFUSED to answer me and confirm that it was closed until after I threatened legal action and filed multiple complaints (there are complaints also pending with Texas attorney general, CFPB, FTC as well) and stopped payment with my bank.  After they were threatened with actual legal and criminal action, they finally responded and told me the account is closed, but with that confirmation, also decided to lecture me on their "policy" of not refunding so this is a courtesy  Of course this is unacceptable and angered me even more since the fact is that they DEFRAUDED ME AND ILLEGALLY STOLE MY MONEY AFTER IGNORING MY CANCELLATION SUBMISSION IN THE FIRST PLACE.  

  ************ is operating illegally and fraudulently and honestly, at this point I am truly considering opening a class action lawsuit against them since they clearly have done this to thousands of other people according to these complaints and reviews.  ************ needs to be investigated, closed down and banned from operating in the ************* ever again since they have no intention of following the law.  They are nothing but scammers and quite honestly, they should all be locked in prison for fraud and criminal theft. 

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

  Business Response

  Date: 08/26/2024

  Hi *****,
  
  Thank you for your response. and for sharing your concerns with us. We take all feedback very seriously, and I want to assure you that your experience is not reflective of the standard of service we strive to provide.
  
  We understand your concerns regarding the account closure and the refund process. Please be assured that your account has now been closed, and the refund was issued as a resolution to your situation. We sincerely apologize for any confusion or delay in communication that may have occurred during this process.
  
  Please know that we are committed to providing the best service and ensuring that our customers receive the support they need. If there is anything further you wish to discuss or if there is any way we can assist you further, please do not hesitate to reach out.
  
  Thank you for your patience and understanding.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:08/15/2024

  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 senior women Who searched to fill out a form for passport this site came up and I filled out the form and I was charged $64.88 when I called Docusign they told me it was a different company who charged me not them. The website is deceiving, it looks and appears that it's unofficial website and it is not the post office told me I should dispute the chargers that is what I'm trying to do. Thank you.

  Business Response

  Date: 08/16/2024

  Hello ****************, 
  
  I am really sorry for your experience, but this is not something Docusign can control. Signing documents with Docusign is always free for everyone; there is no charge to sign a document, ever. 
  
  I have verified that you do not have an active subscription with Docusign and that you have never paid us any amount of money. And while we do have monthly plans available, none of them are for the amount you stated that you paid. If it was a charge from Docusign, it would show our name clearly on your credit card statement and it includes our customer support phone number.  
  
  It is important to be aware of ads and potential scams regarding Docusign and other eSignature companies. We have published on our website general guidelines to help you protect yourself from online security threats. It can be found at the following link: 
  
           ********************************************************************;
  
  Best regards, 
  Docusign Customer Support
  
  

• Initial Complaint

  Date:08/14/2024

  Type:Sales and Advertising 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 ******** receive calls threatening legal trouble. To call Docusign immediately. Left this message on my wifes cell who just had major back surgery, after calling my ************* leave a message. They have even called my wife for me and called my phone stating the same. This has been going on for months.

  Business Response

  Date: 08/15/2024

  Dear *****,
  
  Thank you for reaching out to DocuSign. We appreciate your diligence in bringing this to our attention.
  
  It appears that the message you received, referencing a matter out of ************* with the reference number ******, may be a spam or phishing attempt. We would like to confirm that this communication was not sent by DocuSign, and the contact number provided does not belong to our organization.
  
  For your safety and security, we strongly advise that you do not respond to the message or provide any personal information. Instead, we recommend reporting this incident to your local authorities or the appropriate consumer protection agency in **************
  
  If you have any further concerns or need assistance with your DocuSign account, please feel free to contact us directly through our official channels. We are here to help!
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 08/15/2024

  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:08/14/2024

  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.

  Did not agree to renew account - was not notified of any renewal. Was charged $120.00 in both July 2023 and 2024. Did not use service. Called customer service rep **** and he agreed to refund $120 for 2024 but said he could not refund 2023 charges, even though he acknowledged I did not use the service.Request refund of $120 and request make sure account is closed and no more auto billing.

  Business Response

  Date: 08/14/2024

  Dear *******,
   
  Thank you for reaching out regarding your recent billing inquiry. We understand your concern and appreciate the opportunity to address it.
  
  After reviewing your account, we see that you were indeed charged $120.00 in both July 2023 and July 2024. Our records indicate that the subscription renewal notices were sent to the email address associated with your account prior to each renewal. Additionally, the terms of service, which were agreed to at the time of your initial subscription, specify that the subscription is set to auto-renew annually unless canceled before the renewal date.
  
  We understand that you spoke with our customer service representative, **** (Case# ********), who has already processed a refund for the 2024 renewal as a gesture of goodwill. However, we regret to inform you that we are unable to process a refund for the 2023 charge, as the service was active and available for your use throughout that period.
  
  Please be assured that your account is now Downgraded to free, and you will not be billed further. We apologize for any inconvenience this may have caused and appreciate your understanding.
  
  If you have any further questions or concerns, please feel free to reach out to us.
  
  Best regards,
  
  DocuSign Customer Service
  
  

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22143674
  
  I am rejecting this response because: never used service, did not see any renewal emails - may have went to spam.. Didnt realize I was on auto renewal. Why would you want to charge a customer who did not use the service? Please refund $120.00 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 08/18/2024

  Dear *******,
   
  Your account has been already downgrade to free and you will no longer be charged on the account in future.
  
  We have created a refund request for 2023 charge to be refunded. This refund request is still in progress and needs approval from our Finance team. Currently our support team is monitoring this request and you will be notified about the outcome through email update from support case ******** as soon as possible. Hope it helps.
  
  Thanks for your patience and understanding.
   
  Best regards,
   
  Docusign ****************

• Initial Complaint

  Date:08/12/2024

  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.

  Without any heads up, I was auto-renewed to an annual subscription to their service. This seems 100% unfair and inappropriate. Just because they have some long winded policy on their unfair practice doesn't make it fair. The policy auto-renewed on 8/11 (yesterday) - didn't receive any email pre or post this transaction. I was a loyal and good standing customer of theirs for years and would like to take away good memories and ability to tell others they provide good service. Thank you in advance

  Business Response

  Date: 08/12/2024

  Dear ****,
  
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for any frustration this situation has caused. I will try my level best to resolve this situation to your satisfaction. 
  
  Based on the details that you have shared here I was able to find the support case ******** that was created when you interacted with our support team regarding this issue. I have escalated the support case internally. I have requested the support manager to review your refund request and see if anything can be done from our side as you have been a loyal customer over years. You will be updated about the outcome through the email update from the support case ********.  Hope it helps.  
  
  Thank you for being a valued customer, and we appreciate the opportunity to address your concerns.
  
  Regards.
  
  DocuSign Customer Service