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.

  999 3rd Ave Seattle, WA 98104-4019

• 

  DocuSign, Inc.

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

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:08/19/2025

  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 opened an account with ******************** for professional use, using my employment email address *************************** *******************). At some point, ******************* started using Docusign for internal signatures, and they took over this account. I was not informed by either Docusign or Columbia of this change at any time, so I have no way of knowing the date when this occurred. When this occurred, my personal credit card was left attached to the account and has been used to pay subscription fees. Most recently this included an invoice for $130.85 dated 8/2/2025.I contacted Docusign support opening two support cases, 8/1/25 #******** and 8/18/25 #********. The first ticket was closed without resolving anything. With the second ticket, Docusign offered to refund ONLY the most recent charge, and offered to close the account. Unfortunately they refused to remove my credit card from the account, told me I need to request that Columbia do so. I took them up on the offer to close the account, but ******** will simply reopen it with my credit card intact, so the charges will continue - potentially for many years. I also submitted a ticket to ******** IT but so far I have not been able to get even an acknowledgment of the situation. In any case this is Docusign's issue to resolve, not Columbia's.Desired resolution: I want Docusign to remove my credit card details from the account, close the account, inform me of the date that Columbia took over the account, and refund all charges from that date.

  Business Response

  Date: 08/20/2025

  Hello *********,
  
  Thank you for raising this issue to Docusign customer support through **********************.
  
  Upon investigating your account internally, we located the two customer support cases that you created on August 2nd and August 18th, reporting that you personal credit card is being billed for a company account.
  
  **** from the customer support team has been in contact with you through your older case# ********. On August 10th, Jeri confirmed that you are the sole admin of your account, therefore you should be able to manage the account and billing details when you login using email address ************************** In his response, **** asked for a snapshot of the error you were getting when you try to access the Admin menu, so that he investigates further. However, as you were unresponsive for the next 7 days, the case was automatically closed by the system on August 17th.
  
  On your most recent open case# ********, I see that Pureti ********* explained that you are not eligible for a refund per Docusign Refund Policy: *********************************************************************************************************. A courtesy refund was however offered for your latest charge on August 2nd, 2025. ****** also asked for your written confirmation to either close your account completely, or downgrade it to free to preserve the stored documents.
  

  *** To clarify a few points ***
  - To your point regarding the 30-day window to request a refund; Please refer to the note on the Docusign Refund Policy page which states: Note: The 30-day refund request window applies to the initial term of annual plans only. Month-to-month plans are not eligible for refunds except in the ************** and ******:
  - The 30-day window of the initial term of your annual plan has already passed, as your plan started on August 2nd, 2021, the 30-day window was until September 1st, 2021. Respectively, Pureti's feedback was correct. 
  - As for your request to remove the credit card details from your account, so that no one else can reopen it after it has been closed, which concerns you of future charges on your credit card; Since only email address ************************* has access to your account, no one else is authorized to make, or request any changes to it. Accordingly, when the account is closed, ******************* wouldn't be in a position to requset to reopen it, unless they make this request using the registered email address **************************
  - Its also important to note that only you, as an account admin, can change the billing details.
  

  *** Next steps ***
  - I see that you confirmed on case# ******** to close your account, therefore I have asked a billing subject matter expert to take over the case and continue to assist you with your request.
  - Since you are experiencing some challenges with accessing the Admin menu, I also asked the billing expert to investigate this as well, so that you could update the billing details before closing the account.
  - When the issue with Admin menu is resolved, If you choose to downgrade the account instead of completely closing it, I highly recommend that you change the email address to your personal email address, to ensure that if you lose access to your ******************* email address, you would be able to access and manage your account using your personal email address. 
  - Regarding the refund; We see that the last usage on your account was April 7th, 2024. Respectively, I am negotiating internally the possibility of refunding your last 2 invoices for 2024 and 2025 (INV50657595, INV59002800), since there has been no usage. The billing expert will confirm back shortly.

  Please expect to hear back from a billing expert soon. We kindly ask that you monitor your mailbox and to reply back to Docusign customer support with any required details that could be helpful to resolve the issue.
  
  For any further inquiries, we highly suggest that you keep in touch with the assigned expert on your open case# ********.
  
  Best Regards,
  Docusign Customer Support

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23770006
  
  I am rejecting this response because the responder did not indicate that my credit card details would be removed from the account when it is closed.   Otherwise, the remedies indicated by the response are satisfactory.

  I would like to make clear that I am not happy with Docusign's policy of requiring credit card details at all times, even for an account that is closed.   This allows them to continue charging a card even after service is terminated.  This is precisely what happened in this instance; although this WAS my personal account, that was no longer the case after ******************* took over as the owner; this was effectively a cancellation of service.   If my card details are left intact, charges will likely continue and I"ll have to go through this song and dance every year.  There needs to be an option to remove credit card details once an account is downgraded to free or closed.  This is a serious issue as recurrent charges are nearly impossible to block.  Docusign is not the only merchant that engages in this practice, but that doesn't make it right.

  I note also some factual misstatements, for example:  In the first support case, **** did not read my initial support request and did not understand that I was no longer the account owner. I responded to **** again explaining this, and that I am therefore unable to access the "manage subscription" menu - I even included a screenshot showing that the "manage subscription" menu is grayed out.  The case was closed while I waited for her response.

  Finally, I note the suggestion of changing the email address on the account.  Not sure what that would accomplish, and it was not previously suggested to me, but I did so if that will help prevent future recurrent charges.   Best of all of course would be to do as I asked and remove my card details from the account.
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 08/21/2025

  Hi *********,

  Following up on your open case# ******** this morning, I can see that ****** ***, Pureti ********* and Angelifa from Docusign customer support team processed a refund of $261.30 relating to your last 2 invoices for 2024 and 2025 (INV59002800 and INV50657595). This amount has been refunded to the card that was originally charged. If you do not see the refund in your account within 17 business days, please contact Docusign customer support and reference your case number: ********. Your account has also been closed based based on your request.

  With regards to storing your credit card details, as Pureti ********* explained, once the account is closed, the card will also be removed, and no one will have access to the account anymore.

  To your concern that the account was taken over by ******************* and they could reopen the account, I don't see how this is possible, as the only user on your account was ************************** respectively no one else had access to the account before it was closed except for anyone who could access this mailbox. This is however not an issue, as the account is now closed.

  Lastly, my suggestion to change your email address on your account to your personal email was a recommendation in case you had chosen to keep your account active on a Free plan, which would have allowed you access to your stored documents. This is also not an issue now, as you chose to close the account.

  For any further inquiries, we highly suggest that you keep in touch through your open support case# ********.

  Best Regards,
  Docusign Customer Support

  Customer Answer

  Date: 08/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you for your help with this matter!

  I don't understand exactly how it happened that ******** took over this account, but it definitely did....you might want to review your records.    Columbia staff was using it for university business, including the last 4 documents signed using the account, and I was unable to access the "manage subscription" menu, which is consistent with my not being the owner of the account any longer.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:08/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a paying customer of **********************, but for the past several weeks, I have been unable to cancel my subscription or access proper customer support.The ********************** website and interface repeatedly crash or block me when I attempt to cancel my account through the **************** page. The support portal will not allow me to log in, despite repeated attempts across different browsers and devices. The published phone number is for sales and explicitly states it does not accept support inquiries. As a result, I have had no way to contact support directly to resolve this. I recorded my user experience on video to document the repeated denial of access to account cancellation and support. Because of these failures, DocuSign has continued to charge my payment method against my will, effectively trapping me in a subscription I cannot ********* desired resolution is the immediate cancellation of my subscription and refund for charges incurred since I first attempted to cancel. I also want assurance that DocuSign will provide accessible and reliable methods for account cancellation and customer support to prevent this from happening to other customers.Why This Matters This is not only a billing issue but a pattern of obstructive practices that make it nearly impossible for customers to exercise their right to cancel. By preventing access to cancellation and support, DocuSign is engaging in unfair business practices.

  Business Response

  Date: 08/19/2025

  Dear *******,
  
  Thank you for reaching out to us regarding the issue with your Docusign account. We understand your frustration and apologize for any inconvenience this has caused.
  
  Unfortunately, we are unable to locate your DocuSign account based on the email address provided, i.e. ************************ To assist you further, we kindly request that you provide additional information such as the account number or the actual email address associated with your DocuSign account that might help us identify the account in question. Please refer -
  
  *****************************************************************************************************************************
  
  Once we have this information, we will promptly investigate the matter and work towards resolving it.
  
  We appreciate your patience and cooperation in this matter. Please feel free to contact us with the requested details at your earliest convenience.
  
  Best regards.
  
  DocuSign ****************

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23768116
  
  I am rejecting this response because it is leading me back to a dysfunctional user interface and still refuses to offer a direct support number to this very large and well resourced company ($14b valuation on ***********). This lack of basic corporate responsibility is unacceptable, and the necessity of continued correspondence through BBB shows their lack of care. 
  

  My account number is #********* under the email address ***************************************

  Thank you BBB.

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

  Business Response

  Date: 08/20/2025

  Hi *******,
  
  Thank you for providing the addition details which helped me in finding your Docusign account.
  
  I have created a new support case ******** on your behalf with our support team responsible for handling such issues. Our support team will review this request as a priority and if there is any applicable refund they will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23768116
  
  I am rejecting this response because the case remains open, with multiple customer service agents from ********************** requesting repeated information, receiving it, and not yet addressing the case.
  

  It is also very disappointing to see no specific acknowledgement of my concerns and experience besides  generic wanting to make things right rhetoric.
  

  My user experience trying to access basic and needed support with DocuSign was highly unethical, and inexcusable when they are charging $45/mo.
  
  Sincerely,
  ******* *****

  Business Response

  Date: 08/21/2025

  Hi *******,
  
  Thank you for your feedback. I want to acknowledge the challenges youve faced and sincerely apologize for the inconvenience and frustration this may have caused. 
  
  I checked the support case ******** and I can see that support is already actively engaged and working on your issue. In their last update to you they have asked for the below confirmation -
  
  "For us to proceed, I would also like to confirm if we are going to CLOSE or DOWNGRADE your account to FREE? If you choose to CLOSE, you agree that you will no longer have access to the documents inside the account and will no longer have access to the account itself. If you choose to DOWNGRADE to FREE plan, you will have online storage of your documents and will still be able to send out 3 envelopes for a lifetime, and you can upgrade it anytime when the need arises. 
  
  Please reply to this email with "YES/APPROVE to CLOSE or DOWNGRADE to FREE" and I will get that account closed/downgraded for you. 
  
  Since the affected account is associated with ****************************** email, kindly use this email to reply with your approval."
  
  Can you please reply back to support's email ASAP so they can change the account status accordingly and process your refund? 
  
  Thank you again for your patience.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23768116
  
  I am rejecting this response because I had already responded to Docusign hours before this message around closing my account *********.
  

  I am awaiting resolution and the refund for this months payment. 
  
  Sincerely,
  ******* *****

  Business Response

  Date: 08/24/2025

  Hi *******,
  
  Thank you for sharing your feedback with us. We truly appreciate your input and will use it to enhance our customer experience moving forward.
  
  I can confirm that your account has been closed as requested, and a refund of $45 has already been processed on our end. You should see the refund reflected in your account within 10 to 14 business days, depending on your bank.
  
  We hope this resolves your concern. Thank you again for your patience and understanding.
  
  Best regards,
  Docusign ****************

  Customer Answer

  Date: 08/25/2025

  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:08/18/2025

  Type:Delivery 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.

  Have received a email with this info

  Business Response

  Date: 08/19/2025

  Hello ******,
  
  Thank you for raising this issue to Docusign customer support through **********************.
  
  Upon investigating your account internally, we found a customer support case that was created yesterday (August 18th) when you called Docusign customer support team.
  
  ********* from the customer support team has been in contact with you through your open case# ******** and I have now asked a billing subject matter expert to take over the investigation and check invoice# ********* which resulted in the reported charges $387.75.
  
  Please expect to hear back from a billing expert soon. We kindly ask that you monitor your mailbox and to reply back to Docusign customer support with any required details that could be helpful to locate this transaction.
  
  For any further inquiries, we highly suggest that you keep in touch with the assigned expert on your open case.
  
  Best Regards,
  Docusign Customer Support

  Customer Answer

  Date: 08/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and WILL WAIT TO HEAR BACK FROM DOCUSIGN 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/14/2025

  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 City of ************ recently upgraded our Docusign account to facilitate remote notary, and since implementing it has not functioned or performed as it was conveyed. The City wishes to revert back to its original account before upgraded and be refunded. Docusign has conveyed that a refund is not an option despite acknowledging the software was not working property. Attached are copies of correspondence through their ticket support manager.

  Business Response

  Date: 08/14/2025

  Hi ****,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account details internally. I have requested your Docusign account executive ***** ******** ******************************************* to reach out to you directly regarding this issue so you can discuss about finding a resolution for your concerns. I have further escalated this issue internally with account team leadership to expedite it. Please be rest assured we are here to help. Your account team will follow up with you as soon as they have an update.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23746758
  
  I am rejecting this response because:

  Our account representative ***** ******** has offered a partial credit for the software upgrade and the City wishes a full refund. The feature we purchased was misrepresented as we have spent months trying to make it work with Docusign support tickets and emails supporting this claim.

  Please do the right thing and refund the City's money in an amount of $5,023.53.

  Sincerely,
  
  **** *****

  Business Response

  Date: 08/19/2025

  Hi ****,

  Thank you for your patience as we continue to review your concerns internally with the relevant teams. We understand that you are seeking a refund and feel that the software was misrepresented to the City. It seems your account team has made several attempts to discuss and resolve the issues you have raised, including offering alternative times to address your concerns, but we understand that you are not interested in pursuing these options.
  
  At this time, our records indicate that the contract terms do not provide for a refund under these circumstances. However, we take your concerns seriously and want to ensure a thorough review. To that end, we are escalating your request for further evaluation, which may include a review of the pre-sales process to address your concerns about misrepresentation.
  
  Please note that this review may take some time, as it requires input from our legal team. Your account team will keep you updated on the progress and reach out as soon as they have more information.
  
  If you have any additional information or documentation you would like us to consider as part of this review, please feel free to share it with your account team.
  
  We appreciate your understanding and patience as we work through this process.

  Best regards,
  
  DocuSign Customer Service

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23746758
  
  I am rejecting this response because:

  Hello,

  I have been coordinating with our new account manager ***** ******** who had replaced ***** *******. This was also not conveyed to the City until after we had requested termination of the contract. Since our initial conversation, we have been very clear that we wish for a refund and not a credit. It has not been due to a lack of correspondence from either party.

  Section 7.2 of the agreement states that is Customer terminates the Agreement for ********************'s breach, that is incapable of cure, Docusign will provide a prorated refund to the Customer for any prepaid fees received. As of today, we will do not have a functioning notary product. I can provide additional email correspondence outlining our continued problems dated July 29th with ****** ******* if you wish to see.

  Again, I ask that Docusign please be reasonable and refund the City's money.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 08/21/2025

  Hi ****,
  
  Thank you for your feedback.
  
  As we mentioned in our previous reply, please know that we are taking your concerns very seriously and are conducting a thorough internal review to address your concerns about misrepresentation. This review may take some time, as it requires input from our legal team.
  
  Your account team will keep you updated on the progress and will reach out as soon as they have more information.
  
  If you have any additional information or documentation you would like us to consider as part of this review, please feel free to share it with your account team.
  
  We appreciate your understanding and patience as we work through this process.
  
  Best regards,
  
  DocuSign Customer Service
  
  

• Initial Complaint

  Date:08/13/2025

  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.

  Docusign has been auto renewing my plan for years without any verification sent to me. My account is associated with an old email that I no longer have access to. The only way I'm able to use Docusign is through my Zipforms account that I use for real estate transactions. The two are linked all in one place; so I never have an issue when I need to use Docusign. The probelm is there's no way to login directly at the website without that old email address I cannot access to obtain verification codes that Docusign sends when I try to reset the password and login. I've tried contacting the company via phone, but there is no way to talk to a real person, it's all recorded messages telling you to login to your account and submit a request for support. I tried submitting the online request for a call many times with no return email or phone call. You can't even submit a request without logging in! It's more than frustrating. I want to cancel my subscription. My credit card has changed, and they still found a way to charge me the past two years. I haven't used Docusign since 2023.

  Business Response

  Date: 08/13/2025

  Dear *********,
  
  Thank you for reaching out to us regarding the issue with your Docusign account. We understand your frustration and apologize for any inconvenience this has caused.
  
  Unfortunately, we are unable to locate your DocuSign account based on the email address provided, i.e. ****************************** To assist you further, we kindly request that you provide additional information such as the account number or the old email address associated with your Docusign account that might help us identify the account in question. Please refer -
  
  *****************************************************************************************************************************
  
  Once we have this information, we will promptly investigate the matter and work towards resolving it.
  
  Please note that DocuSign support center "***********************************************************" has the option for customers to chat with a live Support Expert. You can try the Chat to contact a live support agent to discuss your issue.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:08/12/2025

  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 doesnt allow you to cancel auto-renew on your own. Its 2025, this shouldnt still be an issue. Instead, you have to contact customer support and wait endlessly just to get it resolved. There should always be a simple option to turn off auto-renew. The platform is extremely frustrating and user-unfriendly. Many other e-signature services exist, yet DocuSign charges the most while being the most inconvenient. I would of possibly stayed. The *** and ***'s state it should be as easy to cancel auto renew as it is to sign up. I'd like the company to contact me and not let this happen again.

  Business Response

  Date: 08/12/2025

  Hi ****,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account details internally. I can see that you are already actively working with our support team in case# ******** for this issue. I have escalated this support case internally to expedite it. Please be rest assured we are here to help, and we will follow up with you from the support case as soon as we have an update.  Please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.
  
  Best regards,
  
  DocuSign ****************

• Initial Complaint

  Date:08/07/2025

  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 sent an email stating how much they would charge my account for my renewal and then they charged me nearly $400 more than they stated. I have tried to contact them about this refund but they are refusing to provide the refund. This is deception and incorrect financial account charges and they need to be held responsible for it.

  Business Response

  Date: 08/07/2025

  Hi ****,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I can see that you are already actively working with our support team in case# ******** for this same issue. Support has already initiated a refund request on your behalf and it is waiting for approval from our finance team.
  
  Once we have an update, you will be notified via email from your support case.
  
  We appreciate your cooperation and understanding.
  
  Thank you for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

• Initial Complaint

  Date:08/05/2025

  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.

  Business Name: DocuSign, Inc.Complaint Type: Services Not Rendered / Breach of Contract Date of Incident: JulyAugust 2025 Total Amount Paid: $14,152.32 Account Type: Institutional / 3-Year Contract Complaint Summary:We entered into a 3-year contract with DocuSign, paying $14,152.32 for the first year. However, despite full payment, we have been unable to access our institutional DocuSign account for more than a month.Repeated attempts to resolve the issue have failed, with no access granted and no explanation provided. As a result, our institution has been unable to proceed with essential electronic documentation. This delay has directly impacted our operations and represents a clear violation of the terms of the ************ date, we have received no usable service from DocuSign and no communication about resolution or status updates. We consider this a breach of contract.Desired Resolution:Immediate access to our paid DocuSign account Confirmation that services will be rendered per our contract Failing that, a full refund for $14,152.32 for services not rendered

  Business Response

  Date: 08/06/2025

  Hi ****,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account details internally. I can see that you are already actively engaged with your Docusign account executive *** ******** <*****************************************************************> regarding this issue. I have further escalated this issue internally with account team leadership to expedite it. Please be rest assured we are here to help. Your account team will follow up with you as soon as they have an update.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23703106
  
  I am rejecting this response because: The person emailed for account activation is no longer at our institution and has not been for years- I am not sure how or why this activation email was sent to her. I have received access to the account after asking to have it resent to myself. However, seeing as how we were unable to access our account for an entire month after purchase- I would like one of the following outcomes to happen: I would like an addendum to our contract that moves the contract dates from August to July- rather than the current July to June timeline as we are only just now gaining access. If this is not possible- then I would like a reimbursement for the month of July in the amount of $1,179.36 to account for services not rendered in July. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 08/07/2025

  Hi ****,

  Thank you for your patience while we worked internally to find a fair resolution for you. Your account team has approved a goodwill credit of $2,300, which is equivalent to approximately two months of service. This credit can be provided in one of two ways: issued as a refund check or applied toward your next renewal invoice.
  
  I understand that they have already communicated this offer to you and are awaiting your confirmation on your preferred method.
  
  We believe this is a fair resolution that addresses your concerns and demonstrates our commitment to customer satisfaction.
  
  Please let me know if you have any questions.
  
  Thanks.
  
  DocuSign Customer Service

  Customer Answer

  Date: 08/08/2025

  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. NUNM would prefer to receive the $2,300 as a refund check. I appreciate your effort to make things right and look forward to a better experience moving forward.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/05/2025

  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.

  Docusign has been billing my credit card since Nov of 2024 for no services that I've incurred with their company and will not help resolve this issue now. They don't get on the phone with you. they promised to look into why one of my credit cards has been getting charged only to send me an email about canceling my account which I have already done no. No resolution. They just keep taking my money.

  Business Response

  Date: 08/05/2025

  Hi ******,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account details internally. I can see that you have a support case# ******** opened for this same issue. It seems our support person **** has already addressed the issue and provided this update to you few hours back-
  
  "As discussed, I was able to get approval to process your request to refund the amount from November until June, amounting to 120 USD. We can only process for 8 months since the last charge for July got charged back, and I suggested confirming this with your bank, since it was not processed on our end. Please know that the refund might take up to ***** hours to be processed. As soon as this has been completed, I will close the account as requested, too."
  
  Please be rest assured we are here to help, and we will follow up with you from the support case as soon as we have any further update.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign Customer Service
  
  

• Initial Complaint

  Date:08/05/2025

  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 unable to log in, and I have opened to cases, yet the second case is not being responded to, and no resolution appears to be in place. The password is able to be reset, but still unable to log in via new password, and then unable to reset to the new password due to it already being used which means I know what the password is. No one is resolving my concern. Please see attachments for multiple correspondence. Willing to accept $1,000,000 to resolve all liability regarding this matter.

  Business Response

  Date: 08/05/2025

  Hi ****,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account details internally. I can see that you have a support case# ******** opened for this issue. I have escalated this support case internally to expedite it. Please be rest assured we are here to help, and we will follow up with you from the support case as soon as we have an update.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign Customer Service
  
  

  Customer Answer

  Date: 08/09/2025

  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.
  

  The first thing they tried did not work, but I was then later able to access my account.

  Sincerely,
  **** *****