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:07/08/2024

  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.

  We requested that our account be canceled. They did not comply. We responded to multiple emails asking us to confirm the cancellation, and we complied. After they went through various confirmations for their account, they still did not cancel it.

  Business Response

  Date: 07/15/2024

  Hi ******, 
  
  I apologize for the inconvenience in trying to cancel your subscription before it renewed. There was a system issue that prevented our automated process from letting you do it, followed by human error in manually processing, but in the end your account was canceled and you were not charged for the renewal. 
  
  Again, sorry for any frustration this has caused. 
  
  Best,
  Docusign Customer Support
  
  

  Customer Answer

  Date: 07/16/2024

  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:07/03/2024

  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 on acct ********* is 07/03/2024.The amount requesting back $240.00 service is document signatures on line.I requested to discontinue service and refund today. Also requested to speak w manager and was denied.Service rep ***** says they do not make any refunds.

  Business Response

  Date: 07/03/2024

  Dear *****,
  
  Thank you for reaching out to us regarding the transaction on your account *********** dated 07/03/2024 for the amount of $240.00 related to your DocuSign for REALTORS-Seats renewal.
  
  Firstly, I apologize for any inconvenience and frustration you may have experienced. We strive to ensure our customers are satisfied with our services.
  
  I understand that you requested to discontinue the service and seek a refund, as well as to speak with a manager but were informed by our service representative, ****, that refunds are not typically issued. I was able to locate the support case ******** in relation to the interaction you had with our support person **** earlier today. I have escalated this case ******** internally and I have requested one of the supervisors to review your refund request and see if anything can be done from our end. I am not promising anything as any applicable refunds will only be processed in line with the publicly available DocuSign's refund policies. You will be contacted by our support team with an outcome directly through case updates regarding this so please keep any eye out for that. 
  
  Please let us know if you have any further questions on this.
  
  Best regards,
  
  DocuSign **************** Services

• Initial Complaint

  Date:07/02/2024

  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.

  My account was set to auto-renew without my knowledge. A couple days after noticing that DocuSign had billed my credit card for 12 months of additional service, I attempted to contact the company to address the issue and request a refund. I quickly realized that DocuSign makes it extremely difficult to cancel the service and request a refund. The steps were confusing and almost impossible to find on their website. Eventually, I discovered a video that outlined the exact steps to cancel the service and request a refund.Following the video instructions, I canceled my service and opened a support case (Case Number: ********) to request a refund. A few days later, a customer support representative asked for my email, account details, billing address, and the last four digits of my credit card to process the refund. However, a few hours later, I received a follow-up email stating that DocuSign does not issue refunds and that I should enjoy my next 12 months of service.

  Business Response

  Date: 07/03/2024

  Hi ***,
  
  Thanks for bringing this to our attention. I will do my best to help you with this request.
  
  I reviewed the support case ******** that you have logged for this issue. The latest update in the case today seems to indicate that after discussing your refund request with the manager, we've made an exception and agreed to process your refund as a one-time courtesy. 
  
  Support wants to clarify and confirm few things which are mentioned in the latest email to you sent today by our support team. Please respond to support's email ASAP with your feedback so the request can be completed. Please continue to follow-up on the issue with our support team in case# ******** if you have any questions or comments about this. Hope it helps.
  
  Best regards.
  
  DocuSign **************** Services

• Initial Complaint

  Date:06/29/2024

  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.

  Purchased Businesses Pro Plan. On the pricing page it says the lowest plan has five envelopes, but the other plans have a tick, effectively meaning they should be unlimited. The issue arises that they write three quarters of the way through one of the middle faqs on that page that there is a 100 envelope limit per year, effectively charging $5 per sent envelope, greatly increasing the costs required to send out an envelope. This was initially obscured until 100 envelope limit was hit.

  Business Response

  Date: 07/01/2024

  Dear ****,
  
  Thank you for bringing this to our attention. We apologize for any confusion and inconvenience caused by the information on our pricing page. We value transparency and customer satisfaction, and we regret any frustration this may have caused. 
  
  We understand that you were not able to easily find the Businesses Pro Plan's envelope limit. While the pricing page indicates that our higher-tier plans include envelopes, it is indeed mentioned in the *** section that there is a 100-envelope limit per year. 
  
  In the "Docusign plans & pricing ***" section which is just below the "Choose Your Plan" section it is clearly mentioned in this *** "How many envelopes can I send for signatures each month or year?"-
  
  "eSignature Standard and Business Pro
  We believe that send volume (i.e., number of envelopes sent for signature) should not be a deciding factor in selecting your eSignature provider, and we understand that you may not know how many envelopes youll need to send for signature in your first year with Docusign. Based on historical usage of our existing customer base, we know that 100 envelopes per user per year far exceeds the needs of most customers. Therefore, 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. Once an envelope is sent, it will count toward this allowance whether or not the envelope is signed or completed. You will be able to correct an envelope in flight before completion without having it count toward the plan allowance. The number of envelopes sent for signature using PowerForms or Bulk Send will also count toward this allowance. Should you need more envelopes than the allowance on your plan, you can purchase additional envelopes by logging in to your account and going to the Plans and Billing section of the Settings tab. There, you can purchase and start sending additional envelopes immediately.".

  Hope it clarifies. If you have any questions, our sales team can also help consult on the best plan to meet your needs.
  
  Please let us know if you need any further information on this.
  
  Thanks.
  
  DocuSign Customer Support Team

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21919096
  
  I am rejecting this response because:

  Thank you for your prompt response and for clarifying the details regarding the envelope limits for the Business Pro Plan.

  
  While I appreciate your explanation, my concern remains that the critical information about the 100-envelope limit per year is not prominently displayed on the pricing page. The checkmark suggesting unlimited envelopes is misleading and could be interpreted as such by many customers.

  This discrepancy between the prominently displayed information and the details buried in the *** section has led to confusion and unmet expectations on my part.

  
  Due to this misleading information, I have incurred unexpected costs. Therefore, I am requesting a refund for the Business Pro Plan. I believe it is only fair to receive a refund given that the plan's limitations were not clearly communicated at the time of purchase.

  
  Please process this refund at your earliest convenience and let me know if there are any additional details you require from me to facilitate this process.

  
  Thank you for your understanding and cooperation. I look forward to your positive response.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/03/2024

  Hi ****,
  
  Thanks for your feedback. 
  
  Upon checking internally I can see that you have already reached out to our support team which deals with these type of issue through support case# ********. I will escalate this support case internally and will request for it to be reviewed by a supervisor to see what can be done from our end to come to a resolution for this issue. Please note that I am not promising any refund. This will be subjected to review by our relevant support team in line with the publicly documented Docusign's refund policies.   You will be notified about the outcome and any next steps through an email update by our support team. Please continue to follow-up on the issue with our support team in case# ******** if you have any questions or comments about this. 
  
  Best regards.
  
  DocuSign Customer Support Services
  
  

• Initial Complaint

  Date:06/28/2024

  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.

  Yeah, these are some crooks. Its been over a month since I started disputing the fact I never used a free trial because I DIDNT sign up for one. My work email is what I used AFTER they claimed I can get a free trial. It never worked. Ive called, chatted, & emailed several inexperienced poor customer service experts who keep giving me the run around. They refuse to let me talk to a supervisor or have one call me back as requested. They literally have two different email addresses of mine because they asked for it to troubleshoot & apparently signed me up for something I didnt ask for as I cannot use either for a free trial. Then their so called tech support gave me a reference number that NO ONE recognizes although they KEEP emailing me with the reference number in the subject line. They keep saying theyll handle the issue. I hope they get caught for these fraudulent acts ASSP.. Seems to be a trend going on here. Please do something about this & DO NOT fall for their fake responses. THEY ARE DOING NOTHING BUT duping FOLKS & doing something fishy with folks email addresses. BBB, please follow the pattern & help us out. Thanks,

  Business Response

  Date: 07/01/2024

  Dear ***,
  
  Thank you for bringing this to our attention. We deeply regret the frustration and inconvenience you've experienced. Your feedback is important to us, and we are committed to resolving this issue promptly.
  
  Firstly, we apologize for any confusion regarding the free trial and for the inadequate support you received. This is not the standard of service we strive to provide, and we are taking your concerns very seriously. Upon checking our internal systems I was able to locate the support case ******** that you have logged with our support team.  I have reviewed the support case and I can see that case is assigned to the right support team which deals with this kind of issues. I have escalated the support case internally and requested for this case to be assigned to a subject matter expert. I have specifically requested them to call you during your business hours and work with you to resolve this issue promptly to your satisfaction. Hope it helps.
  
  Please let us know if you have any further questions on this.
  
  Thanks.
  
  DocuSign Customer Support Team

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Docusign is misleading their customers when I sign up for annual plan. Under the annual plan has no information about how much of their service I can use. You need to go faqs page to find out how much of their service I can use. I paid $318 for annual plan which had 0 information under the description of the plan about how many times I can send an envelope and found out after a month my limit was full

  Business Response

  Date: 06/25/2024

  Hi Efe, 
  
  I apologize for the inconvenience. Our Reasonable Use policy does indicate that each seat can send 100 envelopes, and if you need to purchase more envelopes due to consumption, you can add them at a prorated cost based on the time left in your billing term. The number of envelopes is also shown on your dashboard, showing how many sends you are allotted and how many youve used. 
  
  As you indicate that you have disputed the charge with Amex or intend on doing so, this matter can no longer be resolved via our support team and will instead be handled via our billing department. 
  
  Best,
  *****
  
  

• Initial Complaint

  Date:06/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Docusign charged my credit card $300 for an account that I never activated. This looks to be fraud however, per their policy - they are unable to refund me for this renewal charge due to not having canceled the account within 30 days of opening. This is unfortunate for me, because I was unaware that an account was opened under my name with my credit card and had no opportunity to cancel the account within 30 days of it having been opened. The charge for $300 occurred on June 24th, 2024. I contacted Docusign via customer support # on June 24th, 2024. Was told they would not be able to refund this charge. I don't need nor want Docusign services and I am upset with the fraudulent charge to my account.

  Business Response

  Date: 06/25/2024

  Hi ****,
  
  Thank you for bringing this matter to our attention. We understand your frustration and are committed to resolving this issue promptly. We apologize for any inconvenience caused by the charge to your account.
  
  I reviewed your account internally and noted that you have already engaged our support team for this issue by creating the case ********. From the case notes I can see that support has already started the process of getting the refund for you. The refund request is pending the internal approval. Once the refund is processed it will take about ***** days to reach your account. Hope it helps.
  
  If you have any further questions or require additional assistance, please do not hesitate to contact our customer support team directly.
  
  Thank you for your patience and understanding.
  
  Regards.
  
  DocuSign Customer Support

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repeated sales emails from DocuSign, now include disrespect for role in organization and involvement in organization despite prior response. Called company to address matter and repeatedly attempted to address concern, was repeatedly transferred to parties who could not support in a different department.

  Business Response

  Date: 06/25/2024

  Dear ***,
  
  Thank you for bringing this to our attention, and I sincerely apologize for the inconvenience and frustration you have experienced.
  
  We take your concerns very seriously. I went through your account history and I can see some sales type emails from our Sales team. However after going through the email in details I can see that these emails provide you "Unsubscribe" option at the bottom to stop receiving these emails in the future, e.g. -
  
  "To unsubscribe from future DocuSign marketing emails please reply to me or click here ( ********************************************************* ).
  
  If you'd like me to stop sending you emails, please click here ( %unsubscribe_url% )".
  
  Have you tried to unsubscribe using these options? Are you still receiving these emails after 30 days of unsubscribing as it may take us to 30 days for you to be removed from marketing emails. 
  
  From myside I am escalating this internally with our Sales team, who will ensure that your email address is promptly removed from our sales communications. 
  
  If you have any further concerns or require additional assistance, please do not hesitate to reach out to us. Thank you for your patience and understanding.
  
  Regards,
  
  DocuSign **************** Team
  
  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21892529
  
  I am rejecting this response because my principal concern is with the sales representative's disrespect of my position, indicating that I did not wish to talk about the success of my organization in the coming year. This is an inappropriate sales tactic that will not be resolved by "unsubscribing."
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/02/2024

  Hi ***,
  
  Thank you for your feedback. You wrote -
  
  > my principal concern is with the sales representative's disrespect of my position, 
  > indicating that I did not wish to talk about the success of my organization in the coming year. 
  
  At DocuSign, we strive to maintain the highest standards of respect for our customers during all forms of communication. Your feedback is invaluable to us as we continuously work to enhance our customer interactions and ensure that every experience is positive and professional.
  
  We understand the importance of acknowledging and respecting your position and preferences. The behavior you experienced is not reflective of our values or the level of service we aim to provide. Please accept our sincere apologies for any inconvenience this may have caused. 
  
  Should you have any further concerns or wish to discuss this matter in more detail, please feel free to reach out to us.

  Best regards.
  
  Docusign Customer Support Services

• Initial Complaint

  Date:06/04/2024

  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 disputing the theft of money from my account without authorization. That was not the policy when I signed up. Plus I did not agree to automatic renewal further , policy change was not communicated. ***** taken from account I didnt even have when signed up so never could have been authorization of stealing money from that account finally, ********************** has not worked for over 6 months. My notification of problems went without any response. I was finally able to talk with a rep today but she has absolutely no clue what is going on. Put me on hold 5 times. My request to talk to a suoervisor was refused. Last but not least, I was hung up on for my insistence to talk with a suoervisor. You must be losing customers in droves to institute a policy of theft. I am not requesting not to be closed because it should have been closed automatically when I didnt renew. You cant claim both we had an agreement and at the same time that you changed the agreement unilaterally without notification. Sent from Yahoo Mail for iPhone On Monday, June 3, 2024, 4:38 PM, DocuSign Global Support <******************************************> wrote:Case Number: ******** Hello *****,This is ******** from Docusign Global Support and I am here to help. My apologies for the inconvenience that you have experienced.I understand you wanted to close your account and receive a refund for the renewal this year. As I have checked here on our end, there has been an update from Docusign that we cannot process a refund for a renewed account. The ****** policy only applies to a new account that has not used Docusign for 30 days.Please refer to this article for your reference:Docusign Refund Policy Please feel free to reply to this email if you still want to close your account. Thank you for contacting Docusign Customer Support. Best regards, ******************************* | Docusign Customer Support **************************

  Business Response

  Date: 06/05/2024

  Hi *****, 
  
  I apologize for the confusing communication provided. There is no policy update as described in the email; this has always been in our terms and conditions as part of our subscription service. That said, I see your case was escalated with our support team and a full refund is already in process. You should see the funds returned to you within 3-5 business days, depending on your financial institution. Please follow the details and communication via your case 13600060.
  
  Best,
  Docusign Customer Support
  
  

  Customer Answer

  Date: 06/06/2024

  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:06/03/2024

  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 was not informed that there was no cancellation window for the account I was signing up for. After signing up for the account I was unsatisfied with the service and wished to cancel according the the 30 day cancellation policy stated on the Docusign website. Was told that didn't apply to commercial accounts despite the fact that it does not say that on the website. After I informed them that I wanted to cancel and I was unhappy with their services they have failed to respond to my emails and are ignoring me. Fearing that I might be literally stuck using their services because it is so expensive I decided I would try to meet with an onboarding specialist to get the product to work. I scheduled an appointment and set aside time in my day for it and was no showed. I have zero trust for this company and just want to cancel my account and get my money back. What a waste of time and money.

  Business Response

  Date: 06/03/2024

  Dear ****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you have experienced. I will try my best to help you with your request.
  
  I noticed that you have already created a case ******** for this issue with our ******* services team who are the right team to help you with your refund request. I can see from the case updates that account services team have reached out to your account owner **************************** to contact you directly regarding your concern and discuss the options with you. On your behalf I will internally escalate this with account owner and request them for the prompt action on this. Hope it helps. Please let us know if you have any questions.
  
  Thank you for your understanding.
  
  Best regards,
  
  Docusign ****************

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21795809
  
  I am rejecting this response because:
  I have reached out to Peri and she has failed to get back to me for multiple days. My account team has done a poor job handling my concerns as they have ignored me and not responded for nearly a week now. I just want my money back and to part ways.

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

  Business Response

  Date: 06/05/2024

  Hi ****,
  
  I had internally contacted your account team about this issue and I was told that ******************* from the account team has been in contact with you as of May 29 and explained to you that there isn't a cancellation window for commercial plans. 
  
  I am requesting the manager from team to contact you as well so he can answer any questions or concerns you have. 
  
  I know this is not the outcome you were expecting but unfortunately we cannot provide a refund since there isn't a cancellation window for commercial plans. Please let us know if you have any questions.
  
  Thanks.
  
  Docusign Customer Service
  
  

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21795809
  
  I am rejecting this response because:

   It clearly states on your website that there is a 30-day cancellation policy and it does not differentiate between any type of account. When being told about the account it was never explained at any point that there was no cancellation window. 
  
  Sincerely,
  
  *************************