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:08/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 26 2024 I inadvertently signed a document, sent it, then canceled the document before it was sent. Your site said that it was canceled. Then It was sent to the company. Why was it sent. And how if I did not want it sent can I revoke it. I tried to contact you via your web site, and my password has mysteriously changed. and login in is the only way to ask a question. The chat window is useless unless your question is one of the preselected ones. Again useless.

  Business Response

  Date: 08/09/2024

  Hi ******, 
  
  Apologies for any inconvenience this has caused. I have created case ******** to have a support expert contact you. 
  
  Regards,
  Docusign Customer Support
  
  

• Initial Complaint

  Date:08/06/2024

  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 am in the middle of closing a real estate purchase transaction and have been using DocuSign almost daily for the past 6 months using an account I created back in 2016 (2016-12-30).On 3 August, I sent DocuSign a CCPA privacy request that they not sell or share my data. On 6 August, I received a confirmation from DocuSign's privacy team (<**********************************> (sent by ************************************* saying that my request had been processed. Shortly after, I signed a new mortgage document and was invited to create an account, which didn't make sense because I already had an account.That's when I learned that my account had been deleted without confirmation or even notification from DocuSign! All of my signed offer letters and mortgage documents and everything else (security settings and more) are just gone.

  Business Response

  Date: 08/07/2024

  Dear ******,
  
  I sincerely apologize for the inconvenience caused by the deletion of your DocuSign account. I understand how essential access to your documents is, and I deeply regret the impact this has had on your process.
  
  Based on the information that you have provided here I was able to find the support case 13928400
  that you have logged with our support team for this same issue. I can see from the latest updates in the case that they have reinstated your account already. They have sent you a message to guide you on how to access your documents. Hope it helps.
  
  Again, I apologize for the inconvenience and thank you for your patience and understanding.
  
  If there is any further assistance you need or additional information required, please do not hesitate to contact us again.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  DocuSign Customer Service
  
  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22103260
  
  I am rejecting this response because:

  Someone reached out stating that the account was reinstated but there's a technical issue and the restoration process didn't work as described.

  I think the issue needs escalation to a technical team. None of the documents are available.

  
  Sincerely,
  
  Collin El-hossari

  Business Response

  Date: 08/11/2024

  Hi Collin,
  
  Thanks for your response. This issue has been escalated within the product team to get the issue fixed.  They are actively working on resolving the matter and making progress. Its probably going to take a few days. Rest assured that we are committed to finding a solution and will keep you informed of any developments through the support case ********. Additionally, the relevant team may also be reaching out to you directly to gather further details and address your concerns as needed.
  
  Thank you for your patience and understanding. 
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22103260
  
  I am rejecting this response because:

  Thanks for the update, but let's keep this complaint open until the issue is actually resolved.

  
  Sincerely,
  
  Collin El-hossari

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22103260
  
  I am rejecting this response because:

  The person that was helping, ********************* (************************************************), is no longer working at DocuSign according to an email I received. She stated that they were still investigating how to fix the issue but it is unresolved and I have no idea about next steps.

  
  
  Sincerely,
  
  Collin El-hossari

  Business Response

  Date: 08/18/2024

  Hi Collin,
  
  Thanks for your response. We are already aware that ********************; is no longer working at DocuSign. We have someone else who is looking into this issue now. We are sorry for the time it is taking to resolve this issue. Our engineering team is actively working on this issue and you will be notified by email as soon as we have any update/resolution from them. Our support team is already aware about this escalation so please engage with our support team through case ******** if you have any questions or concerns.  
  

  Thanks for your patience and understanding.

  Regards.
  
  DocuSign Customer Service

• Initial Complaint

  Date:08/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made three requests to close my Docusign account and receive a refund, but unfortunately, I have not received any response. I initially emailed on 2-I4-24 and followed up on 3-4-24, but no one addressed my concerns. Due to recent health issues and the passing of my aunt, I was unable to pursue this matter further until I noticed the charges on my account again.This morning at 7:00 am on 8-6-24, I spoke with "*********" who informed me that she could not take any action due to company policy. She mentioned that she could only cancel the membership going forward. I was placed on hold for around 10 minutes, and ********* assured me that her supervisor would call me within 1-2 hours. However, as of 12:35 pm, I have not received a callback.I am requesting that my account be closed and that I receive a refund for the charges incurred from 1-3-24 to today, totaling $720.00 ($90.00 per month).

  Business Response

  Date: 08/07/2024

  Dear *******,
  
  I apologize for the inconvenience and frustration you have experienced with your account closure and refund request. We deeply regret that our response has not met your expectations.
  
  Based on the details you have provided here I was able to find the support case ******** that you have logged for this issue. I can see from the latest update in the support case that support team's supervisor, ******* has reviewed your refund request and provided a response in the case which you must have already seen. The support representative ******** who assisted you originally was correct in her response. You have signed an agreement with us containing the terms and conditions, which clearly state that we do not process refunds for monthly subscriptions and renewals. You can access the full terms and conditions from this link "*****************************************************************".
  
  Please also review this support article "*********************************************************************************************************" which provides more details about Docusign Refund Policy and your options.
   
  However, for a one-time exemption, supervisor has agreed to process a refund for you for a maximum of 3 months only. Let us know your thoughts by replying to the email from *******, supervisor in the support case and we can start the refund process based on your approval. It takes roughly 10 to 14 business days for Docusign to process a refund. Once we process your refund, it may take several days for your bank to make the funds available to you.
  
  If there is any further assistance you need or additional information required, please do not hesitate to contact us again.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  DocuSign ****************

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22101796
  
  I am rejecting this response because:

  Although I understand your offer of a three month refund ($270.00), I want to express my disappointment regarding the handling of my refund request. Despite my initial request for a refund in February and subsequent attempts to communicate my desire to cancel the account and cease further charges since February 14, 2024, I did not receive a response until now, when I have escalated the matter.
  
  I find it concerning that, after multiple attempts to address the issue, the resolution offered is limited to a three-month refund. Given the circumstances and the extended period during which my concerns were not addressed, I do not believe that this proposed resolution is fair and just.
  
  In light of the delayed responses and the prolonged period during which my concerns were not addressed, I believe a more appropriate resolution would be a six-month ($540.00) refund.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/11/2024

  Hello *******,
  
  Thanks for your response. I can confirm that after further review the refund team has agreed to provide a six month refund for you as an exception. Request is currently being processed. The process will take a few days. You will be notified about it from the support case ******** when the request is processed. Hope it resolves your concerns.
  
  Best regards,
   
  Docusign ****************

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I look forward to receiving  the approved six month refund ($540.00) as an exception.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Docusign does not tell the user that they are being charged, explicitly. According to their phone agent, it is against policy for docusign to send monthly notifications about recurring bills.was charged 7 months before noticing the recurring charge. Phone agent was snarky and conceited and almost happy to express there was no refund option.I find it incredibly deceptive to intentionally avoid informing a customer they're being billed.

  Business Response

  Date: 08/01/2024

  Hi *******, 
  
  I am unable to locate an account based on the email address provided here. If you have a different email address or an account number I would be happy to look into this further for you. 
  
  Regarding your comments here I can confirm that, in general, monthly plans are not eligible for refund. Similar to other subscription services, usage is not taken into consideration when looking for an exception to our refund policy. 
  
  Again, if you can provide me with additional details, I will be able to look into your specific case. I will then be able to see your account details and see what options we have. 
  
  Best, 
  Docusign Customer Support
  
  

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22048151
  
  I am rejecting this response because:

  the core issue is not frequency of use but rather it being DocuSigns intentional policy to not provide regular communication regarding subscriptions. It is intentional deceit to blatantly state you dont inform customers that they are subscribed or send monthly notice. There is no benefit to customers to in being intentionally underinformed, is it exclusively a greed-supported action,

   

  the PayPal this was being charged to is ************************ if that is of any assistance.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/05/2024

  Hi *******, 
  
  Thank you for the additional information. I was able to locate your account and case# ********. I see your issue was already addressed by a support lead and your account is due to be closed. You will not be charged again. 
  
  We do provide a 30-day notice of renewal to our annual customers, and I have taken your feedback to our product team regarding monthly renewal notices. 
  
  Again, apologies for any inconvenience this may have caused. 
  
  Kind regards, 
  Docusign Customer Support
  
  

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22048151
  
  I am rejecting this response because:
  
  Docusign has not taken responsibility for their intentional duplicity, and it fact instead has used language to assign responsibility or blame to me as a wronged consumer instead. Passive aggressive remarks like that are severely disappointing to see from a business espousing professionalism. I still want a refund for the unused and intentionally obscured service.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The firm refreshed their application along with their logo which eliminated key functionality that I depended on (toggling between two different accounts with different email addresses) in order to utilize their document signing services. I worked for hours with their customer service team to get a definitive answer on whether the functionality was eliminated before finally getting a straight answer. I canceled my subscription and then learned that I would not qualify for a refund due to not cancelling within a designated amount of time upon renewing.
  
  This cancellation policy doesn't account for the fact that they reduced functionality of their product that renders it unusable to me. It is dishonorable and unfair that they chose to keep my money when they reduced functionality that renders it unusable for me. I would like a full refund of my subscription. They would lose such a claim in court if it were cost effective enough for me to file a suit. I ask that they simply do the honorable thing here.

  Business Response

  Date: 07/25/2024

  Hi Michael,

  The account switching feature is only available for same-site accounts using the same email and password combination as mentioned in our KB article: ******************************************************************************************************************************. We noticed you have 2 user accounts linked to different email addresses and we have never supported switching between them. Also, the update to our logo was just a branding change and didn't have any impact on our feature for switching between accounts. 

  Moreover, you are currently not eligible for a refund according to our Refund policy *******************************************************************************. Refunds can only be requested within 30 days of the start of the initial subscription and your annual subscription began in April 2022. 

  Please let us know if you have any further questions.

  Best,
  Docusign Customer Service

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email this morning from DocuSign letting me know my payment to DocuSign was not accepted. I went to my DocuSign account and noticed I had a renewal fee of ******. When I went to look at it more closely I realized the package they renewed me at (automatically) was more than I wanted. I tried to downsize and pick the package I needed, but it would not allow me to do that. I contacted chat support and they told me how to do it. When I went it to try to downsize it said I needed to change my billing info. Which I did and then DocuSign charged me not only for the downsize amount(240) but also for the original renewal rate of 600. I tried to contact them several times to ask for a refund but they refused, saying I needed to change the renewal package before renewal date (today is renewal date). They also said that I had notification of renewal which I did not. I again asked for at least a refund of 240 that I accidently purchased thinking I was downgrading, and they refused calling it a renewal rate. The online system to change things is very confusing, they set me up on automatic renewal without my knowledge and then did not inform me ahead of time that renewal fee was coming. I am looking for a refund of the 600 renewal fee that I did not approve of.

  Business Response

  Date: 07/22/2024

  Dear *****,
  
  Thank you for reaching out to DocuSign Support. We apologize for any inconvenience and frustration you have experienced with the renewal and billing process. I will try my best to help you with your request.
  
  I checked your DocuSign account internally. I noticed that you have been working with our support team over last few days through support case ********. From the latest updates in this support case I can confirm that the refund request for refund of the *** $240.00 charge incurred during your downgrade attempt has been approved.
   
  The refunds will be processed to your original payment method within the next 7-10 business days. 
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us directly.
  
  Thank you for your understanding and patience.
  
  Best regards,
  
  DocuSign Customer Service 
  
  

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22010020
  
  I am rejecting this response because: I went online to look at my account and I see I only have one seat for this new billing season. The cost of one seat is ******. I do see that 240 was refunded to me for an extra seat I accidently paid for.  I paid a total of 840 (two invoices) for 3 seats. 600 (2 seats)on the automatic renewal (that I did not authorize) and 240 for another seat. You have refunded one of the seats (240 ), but my account only shows one seat left going forward for this next year. I have paid for two (600). My original request was to be billed for one seat only. (300). If you can not do that, then I at least need to have two seats in my account. Right now I have only one. 

  So, I am asking  for another 300 dollars be refunded or that you add another seat to my account. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/22/2024

  Dear *****,
  
  Thank you for your response. 
  
  I reviewed your account and  I confirmed that there is only 1 seat and 1 user in your account. Since we cannot manually add a seat, we are going to issue a refund of USD $300.00 due to the incorrect amount charged for extra seat in your account which was due to human error on our end. The refund will be processed to your original payment method within the next 7-10 business days. 
  
  We apologize for any inconvenience and frustration you may have experienced due to this.
  
  Thank you for your understanding and patience.
  
  Best regards,
  
  DocuSign Customer Service 
  
  

  Customer Answer

  Date: 07/23/2024

  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:07/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account Executive wrongfully upgraded our individual account to a commercial account when it was expressed that we did not need it. They charged the credit card on our individual account after we mentioned we DO NOT want the commercial account. Tried to deal with DocuSign directly (spoke to account executive, support center staff & the regional **) no one will help us resolve this issue. I wanted to switch it back to an individual account and have the money refunded, but after the way I was treated by the account executive and the *** I would like to delete my DocuSign account all together and receive the refund that was asked for to begin with. The ** doesn't know their own terms and conditions: "You may terminate your Account at any time upon ten (10) days advance written notice to DocuSign". And they are not complying with their own terms and conditions.

  Business Response

  Date: 07/22/2024

  Dear *****,
  
  Thank you for reaching out. We deeply apologize for the inconvenience and frustration you have encountered. I will try my best to help you with your request.
  
  Based on the information you have provided I checked your DocuSign account internally and all the activity that has happened in this account in last few months. I also got in touch with your account team. They have confirmed that you agreed to the commercial account and signed a corporate agreement on June 14th, 2024. 
  
  Please note that the cooling off period clause  that you have highlighted in your BBB complaint from our Terms and Conditions relates to web accounts only. Unfortunately there is no cooling-off period with Corporate plans. Here is the corporate MSA "***********************************************************************". As you can see from Corporate MSA, it doesn't indicate nor mention any cooling-off period.
  
  You account team has also informed me that your account was in overages and required multiple user licenses to accommodate your usage needs. You would have been billed for additional usage if you remained on the web account. The account executive did what was best for your account in these circumstances and moved you to a corporate plan that fits your needs. The old contract (5 users) was significantly more expensive than the one-user license ($480 billed annually) that you have now. The order form clearly outlines the products you have now and the pricing as well.
  
  Please note that the product you have purchased meets and accomplishes its intended use for the business. It is the responsibility of the client to review anything before they sign to confirm what they are getting is in alignment with what they are requesting. It is really out of our hands at this point, however, we will continue to support you throughout your contract term as best we can. 
  
  Thank you for your understanding and patience.
  
  Best regards,
  
  DocuSign Customer Service 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22003802
  
  I am rejecting this response because:

  You continue to put wrong information in every response I've gotten from DocuSign. This response has the terms and conditions of accounts in the ** but my account is in ****** and the Canadian Terms and conditions show the specific line: You may terminate your Account at any time upon ten (10) days advance written notice to DocuSign. This does not specify to web accounts verses corporate accounts which means it applies to any DocuSign account. 

  We have had this account for years and we have never required multiple user licenses. We recently went over envelopes which is where you guys found your opening to con us into this corporate account that we didn't need. We needed more envelopes, which is what an online rep told us to get. Why did the online rep have our best interest at heart, but your corporate side is wrongfully upgrading accounts after being asked not to???? The product does not meet the need. The account executive and the ** of Canada only care about commission and not what the customer needs. Really bad business ethics and even worse customer service. 

  You can support us by abiding to your own terms and conditions - returning our account back to the web account and issuing us the refund. 

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

  Business Response

  Date: 07/24/2024

  Hi *****,
  
  Thanks for your response. I discussed your feedback internally with your account team. I was told by your account team that ***********************, Regional Vice ***************** had already taken the time to speak with you and to provide clarity on your perspective of the chain of events that led us to this situation. What you keep referring to as terms and conditions in your response is associated with our Web Plans and not applicable to our Corporate Plans MSA. Here is the corporate MSA "*********************************************************************" and it is applicable globally including ******. As you can see from Corporate MSA, it doesn't indicate nor mention any cooling-off period. This was also confirmed to you by **** during your phone conversation with him that we do not offer a cooling-off period for our corporate plans.  
  
  It seems you both also reviewed the following chain of events. *************************** (Account Executive) reached out to you regarding your account going into overages and shared with you the benefits of the corporate plan. You both discussed a prorated credit for your existing web plan to be applied to the new contract. ****** had offered to jump on a phone call to review the proposal which you refused and said you would like to proceed. *************************** from your organization then received the order form to sign, which we assumed he would review with you before committing to the new program. New Corporate plan became effective from 13 June, 2024. You have been using the application and it has been fulfilling its technological requirements for your organization. Based on this summary there is no basis for termination of contract and providing any refund. 
  
  We value you as a client and will continue to support you during your contract term. If you so choose to not continue this partnership, you can do so upon renewal.
  
  Thank you for your understanding and patience.
  
  Best regards,
  
  DocuSign Customer Service 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22003802
  
  I am rejecting this response because:
  

  You continue to reference things that did not happen. I did NOT refuse a meeting with ******; I told him to call me if it was necessary. All I needed was a price breakdown from ****** before the contract was sent out (which he did not provide to me AT ALL). I don't know how you think this is ethical. Both ****** and **** treated me very poorly, again not sure why you're standing behind employees who degrade people and bully them into things they don't need. 

  I had two Zoom calls with **** and both times he had no idea what he was talking about so even if I were to have a call with ****** would I be getting the right information? I've gotten conflicting information from everyone at DocuSign and it is actually embarrassing as a VP to have to reschedule a meeting to "review our terms and conditions" just to have another meeting and he still didn't know the Terms and Conditions.

  All I want is to cancel the contract now because there are plenty of other similar businesses to DocuSign and I would prefer to use them. 

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

• Initial Complaint

  Date:07/15/2024

  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.

  My subscription is for a yearly plan, C$300/year + taxes, C$336, with a mandatory auto-billing on March 17 each year. On March 17, 2024 Docusign charged my credit card for C$360 + taxes, total $403.20. I checked my account a few days before to make sure there are no changes, still today my account shows my subscription is C$300/year.I haven't been able to solve this with the support department, the manager is not taking my calls.This is very unethical and dishonest. I want a billing adjustment. Thank you.

  Business Response

  Date: 07/15/2024

  Hi *******,
  
  Hope you are well. Thanks for bringing this to our attention. I will do my best to help you with this issue.
  
  I've checked your account details here and it seems you are on "eSignature real estate" plan. The reason why you were charged CAD ****** at last renewal on 3/17/2024 was due to price increase. Your latest invoice clearly shows the breakup of this amount $****** which includes $360 plan fee and $43.20 local taxes.  
  
  It is clearly stated in our terms and conditions that Docusign reserves the right to change the prices for or alter the features and options in a particular Subscription Plan without prior notice. You can refer to terms and conditions using the below link -
  
  ***********************************************************************
  
  Please refer to below section in terms and conditions -
  
  "7.2       Payment Terms.
  
  7.2.1    Subscription Plan. The prices, features, and options of the DocuSign Services depend on the Subscription Plan selected as well as any changes instigated by Customer. ********************** does not represent or warrant that a particular Subscription Plan will be offered indefinitely and reserves the right to change the prices for or alter the features and options in a particular Subscription Plan without prior notice.".
  
  The information in the Plan and Billing page that you are seeing does not update to the new pricing. This is a known UI issue that our engineering team is aware of and has stated that they will not fix as they intend to eventually replace the entire page with something new very soon. Hope it clarifies.
  
  Please let me know if you have any questions.
  
  Thanks.
  
  DocuSign Customer Service 
  
  

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21993004
  
  I am rejecting this response because: The invoice didn't show any amount, attached. The amount showed on the RECEIPT only AFTER my credit card was charged. So there was no way for me to know that Docusign is going to charge me a higher amount than what is still stated on my account. ******************** decided to increase their prices months ago, I would assume that their technical department would have found a way by now to correct the amount on subscribers' accounts. I find their billing very misleading, customers deserve transparency.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/19/2024

  Hi *******,
  
  Thanks for you response. I will try my best to help you with your concerns.
  
  Upon checking internally I have noted that you have been working for this same issue with our support team which handles such requests through case ********. I have internally escalated this case and requested for a manager to review your refund request. Please note that any refund request will be considered by the support manager in line with our published terms and conditions and you will be notified about the next steps by email updates from the case ********. Please continue to keep an eye on any emails from our support team and engage with them directly if they request any information from you. Hope it helps.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:07/10/2024

  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.

  My renewal date was July 10th. I canceled on July 10th but they wont refund the auto billing. They said they reached out at least 3 times about renewal per their policy. I received none of those contacts.

  Business Response

  Date: 07/10/2024

  Dear *****,
  
  Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced.
  
  Regarding your concern, we understand that you canceled your subscription on July 10th, which is also your renewal date. Our policy indicates that we send out multiple notifications regarding the upcoming renewal. We regret to hear that you did not receive any of these notifications.
  
  I checked internally and noticed that you have reached out to our support team in case ********. I have escalated this support case internally and asked them to review it again. They are reviewing your account and the possibility of issuing a refund for the recent charge. You will be kept informed about the outcome through email updates from the case ********. Please continue to engage with our support team and hopefully we can find a resolution for this issue soon.
  
  We appreciate your patience and understanding in this matter. If you have any further questions or require immediate assistance, please do not hesitate to contact our customer service team.
  
  Thank you for your understanding.
  
  Best regards,
  
  DocuSign Customer Service 

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against DocuSign for the challenges we faced with their training process and communication delays. Inconsistent training, prolonged response times, and lack of support have hindered our ability to effectively use the services we paid for. Our team faced confusion due to different trainers and delays when our initial trainer went on maternity leave. It took six months to go live with the product. Despite our efforts to address issues and request a contract extension, we received dismissive responses. DocuSign's delayed responses and lack of timely communication have further frustrated us. We are not seeking a refund but requesting a six-month contract extension to fully utilize the services. The term should be 1 year from date of onboarding, not from date of contract signing. Your assistance in facilitating a resolution with DocuSign is appreciated.

  Business Response

  Date: 07/16/2024

  Hi *****,

  Thank you for reporting your experience and we apologize for any inconvenience caused to you. As conveyed by your Accounts team today, we've decided to offer a credit that equates to the 6 month extension. Our Billing team will be following up with you soon to discuss how the credit should be applied to your account. 

  Thank you for continuing to chose Docusign. Please let us know if you have any further questions. 

  Best,
  Docusign Customer Service

  Customer Answer

  Date: 07/16/2024

  Dear Docusign Customer Service,

  
  I would like to express my gratitude for promptly addressing my concerns. Your swift response is truly appreciated, and we are eager to continue our partnership by renewing our contract in December. We are pleased with the excellent Docusign product and are delighted that we together have progressed positively following a ***** onboarding process.

  
  Warm regards,
  ************************