Complaints

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

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  DocuSign, Inc.

  221 Main St Ste 1550 San Francisco, CA 94105

• 

  DocuSign, Inc.

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

• 

  DocuSign, Inc.

  999 3rd Ave Seattle, WA 98104-4019

• 

  DocuSign, Inc.

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

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

• Initial Complaint

  Date:11/30/2023

  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.

  Their website and billing does not show how many envelopes are provided for fee paid which is $300.00 that I paid for the year, in 2021 to current I was told it was unlimited when I signed up. Today I get a notice stating am out of envelopes (my renewal is in April) and I was told by ******* in the sales department that I have always had 100 envelops per year, I asked her how many did I send last year and she told me 200 envelops for the same price, I still have about 4.5 months left on my term and now they want me to pay more. This is not okay and they are not being transparent about their pricing. I then asked so how is someone suppose to know how many envelops they have, I was told "You have to call in" which I did when I first signed up.

  Business Response

  Date: 12/05/2023

  Hi *****,
  
  Thanks for reaching out to us. I reviewed your request. First of all let me apologise for the confusion and any inconvenience you have experienced. Our Standard plan comes with 100 Envelopes per User per Year. This is clearly documented in "DocuSign plans & pricing FAQs" section of the plans and pricing page (*********************************************************). I have attached a screenshot for your information. I can check why the envelope usage has been exhausted if you still have 4.5 months left on your plan. Please share your account ID so that I can check your account information and get back to you. Please review this article for how to find the Account number information *****************************************************************************************************************************. Please let me know if you have any questions on this.
  
  Thanks.
  
  DocuSign **************** Team 

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - In September, I was contacted about upgrading our already existing DocuSign account. After several communications, I agreed to move forward because of a discount that was offered. I signed the contract on 9/29/23.- On 9/30/23 I receive an invoice via email. I did not send a payment because we have a corporate card on file which Docusign had always charged.- On 10/11/23 I receive a past due email. I address this via email with the rep who upgraded our plan, ***************************, asking if DocuSign can just charge the card on file. He responds with "Yes it can be the same card you just simply have to update that card on file." So I went ahead and updated it that same day. - On 10/12/23 I begin receiving emails from DocuSign Collections. I address this multiple times with them and ******. I have a long email thread documenting everything, even the fact that they claim I am past due on paying the $2,499.00 invoice, yet they have charged a total of $2,821.80 from 9/28 to 10/26 (with the credit card they claim they do not have on file, mind you). - The last two email communications I have sent to both ****** and Collections (11/22 and today) have gone unanswered. I also called ****** twice this morning and the call was quickly sent to voicemail. I left him a message stating I wanted a resolution today. I have yet to hear from him.

  Business Response

  Date: 12/07/2023

  Hi *****, 

  Apologies for the experience you've had. We have connected with ****** and determined why your invoice is showing as past due even though you've already made payments from your account. ****** would be getting in touch with you and sharing the details as well as the next steps to resolve this issue. 

  Best, 
  DocuSign Customer Service

• Initial Complaint

  Date:11/25/2023

  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.

  I am writing to express my continued concern regarding the unresolved issue with my duplicate seat cancellation and associated refund and free account re-establishment.In April 2023, I contacted DocuSign support to inquire about canceling our account and changing the card on file. I was informed that the specific DocuSign version depended on our requirements and that our current plan might be compatible with our website.In June 2023, I expressed my dissatisfaction with the compatibility issue and requested a refund for the unused seats. I was only offered a partial refund for the latest invoice and instructed to remove the extra user on my account.In September 2023, I contacted DocuSign support again, expressing my dissatisfaction with the partial refund and subsequent billing. I requested a full refund for the two unused seats in 2022 and the $964.00 debited on August 4th, 2023. My case was closed without a resolution, and I was forced to file a credit card dispute.I am deeply disappointed with the handling of this matter. I was not informed of the compatibility issue before purchasing the DocuSign Pro plan, and I was not given the option to purchase a single seat at the Pro plan fee. I am also frustrated by the lack of a full refund and the subsequent billing.I kindly request that you reopen my case and escalate it to a manager. I urge you to immediately process a full refund for the two unused seats in 2022 and the $964.00 debited on August 4th, 2023. Additionally, I request compensation for the time, effort and cost of a new tech soup license to resolve this issue Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.Sincerely,********************************* Owner

  Business Response

  Date: 11/28/2023

  To ensure that all of the information regarding this refund request is consistent I would ask that you refer to the active Support case of ******** here you can monitor the status of the refund request that was submitted by our customer support team for $457.71 USD.
  To ensure that you are able to retrieve all of the envelopes that you have created since you opened your account on 10/8/2021 I have included a list of the 341 envelopes you have created while your account has been active.
  Standard and Business Pro annual plans include an allowance of up to 100 sent envelopes per user per year.

  Kindest Regards,

  DocuSign Customer Support Team

• Initial Complaint

  Date:11/13/2023

  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 has produced a system that baits people into "trying" their service with claims of being "Number 1 in electronic signatures and contracts" only to make it extremely hard to cancel when people instantly realize that they are more expensive and harder to use than many of their competitors. When it's not possible to find the process of cancellation on their website, unsuspecting victims will undoubtedly email their customer support about cancelling and that's when they start their typical email chain which first requests the following: Kindly provide the following account information for the impacted accounts in order to proceed: "Account ID number Email address Full name/Account name We will be waiting for your update. "After this information is sent, instead of cancelling, they again respond with the following request for yet more information: Hello *****, Thank you for contacting DocuSign customer support."You must reply to this email in order for us to proceed with your request, and your response will be considered your written approval before we cancel the account.Are you giving DocuSign your permission to cancel the account?Are you upgrading the account or closing it?You agree that we will be refunding the same payment method that was originally billed?Kindly provide the last 4 digits of the credit card on file:Lastly, your full billing address is:"What should've taken 10 minutes (to realize they are abusing their name and popularity) has now taken hours and days because they obviously hope that people won't follow this a-typical process for cancellation and by default, they will be able to steal monthly subscription fees while their victims focus on other more pressing business issues, or simply can't find the information they request as a part of their arduous processes for cancellation.

  Business Response

  Date: 11/13/2023

  Hello *****,

  The steps you are describing are not meant to prolong your cancelation request they are their to verify that the request is coming from the same user that opened the account. Only a user that submits a request such as this and can verify the last 4 of the credit card associated to this account will have the proper authority to make such a request. The support agent is merely following DocuSign's policies and procedures for this type of request to ensure that this request is legitimate and confirmed. If you reply to this request via the support case that was opened then they support agent will proceed with closing your account and begin the refunding process. 

  There is more information about canceling your account here on our support site - **********************************************************************************************************************

  Thank you,

  DocuSign Support

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20865191
  
  I am rejecting this response because:

  They first baited me in with a "free trial of their service" only to give me no options unless I "upgraded" which I did, only to discover that I still could not (at the $15 per month subscription) produce the document I needed. I immediately tried to cancel my subscription from inside of my account (after adding my password and getting through their security authentication). There is no easy way to cancel. This is intentional. Once you've paid them, they actively work to prevent cancellation in the hopes that consumers will let it go and they can take monthly subscription fees. 

  When I emailed their support asking them to cancel me (we are now at 45 minutes after signing up for a service that I immediately knew was a bait and switch), they emailed me and told me to provide my "account ID #, Email address, and Full Name & Account Name" claiming that's what was needed to cancel the account." I provided the requested information through email as demonstrated in exhibit 1, and do you think they cancelled me? Surprise, surprise, they didn't. They sent a second email asking for even more information, which I provided through email as demonstrated in exhibit 2. I'm still not sure they've cancelled me at this point. I still haven't received a refund. What should have been a 5 minutes cancellation with any decent ethical company took 2 days (more if you include the weekend). I have already filed a complaint with Consumer Affairs, and will be filing other complaints because I believe their practices are deceptive and predatory. 

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

  Business Response

  Date: 11/21/2023

  On November 16th our support team responded to your case and explained that the refund would be processed.

  A refund request for <<$15.00>> has been submitted since Nov. 9, 2023 to start the refund process. This amount is subject to change due to taxation or proration. This process can take 10 to 14 business days. If you do not see the refund in your account within 10 to 14 business days, please contact us and reference your case number: 12623129
  
  We hope that this will satisfy this issue and apologize for the inconvenience,

  DocuSign Customer Support

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20865191
  
  I am rejecting this response because: They are only mentioning the November 16th date that they finally cancelled me. The cancellation request was made on November 9th, an entire week earlier. They are also not mentioning that what started as a bait to "Upgrade" for $15.99 which after paying still didn't give me the ability to produce the contract I needed without another "Upgrade" for more money yet again. This is a bait and switch and refusal to cancel. It took over a week to cancel, and 2 more to get my money returned. They are practicing predatory business practices in my opinion. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/31/2023

  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 have been a customer for YEARS. In all that time NO ONE answers the phone or responds to email unless you choose the option that you are a new potential customer and you want to sign up for their services.The document signing service is great. The customer service is non-existent. It's worse than non-existent. They treat you like a criminal.I disputed a PARTIAL charge on my annually paid account, that amounted to $21 or $22 dollars and they suspended my entire account while I am in the middle of three real estate transactions.I canceled the dispute with ***************** so DocuSign has my money. Yet, DocuSign won't reinstate my account unless I pay them. AGAIN. With DocuSign INSISTING that they have refunded my money to ***************** Which **************** denies.In order to expedite things, I updated my **************** card with DocuSign. Paid DocuSign AGAIN and they acknowledge that I paid AGAIN, but they still won't reinstate my account unless I send them in writing (in addition to agreeing to whatever I agreed to when I gave them my new card number) [sic]: " I authorize DocuSign to use my card to repay the outstanding balance and future invoices".They know when they have you "over a barrel" and fully exploit you.

  Business Response

  Date: 11/08/2023

  Hi ******,

  Per our T&C, even if a partial dispute is filed, we will disable the payment method in the account, suspend it and process the refund accordingly. Our records indicate that a partial refund amount of CAD ****** (USD ******) was processed on Oct 20th to your credit card ending with ****. Once processed, it typically takes ***** business days to get reflected in your account by the bank. 

  On Oct 31st you were charged the same amount CAD ****** (USD ******) on your credit card ending with **** to reinstate your account. Presently your account is active and there are no oustanding balances. Our team will be sharing more details in the support case 12532851 regarding the refund that was processed so that you can discuss it with your credit card company.

  Please let us know if you have any further questions via the open support case. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20807039
  
  I am rejecting this response because I NEVER received a credit back. You can see on the attachments I have been charged TWICE. NO CREDIT BACK. Docusign says that even a partial dispute will suspend my service and if I dispute any amount in the future they will cancel my service permanently. So, once again, I am overpaying and they are holding me hostage as I need Docusign to conduct business.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/13/2023

  Hi ******,

  I'm attaching a screenshot of the refund that was processed by your credit card ending in ****, which was also shared in the support case. The dispute may have been cancelled by you now but the refund amount was already processed on October 20th and your credit card company hasn't credited the amount to your account. Please share this with your bank and let us know if they need more details on the refund from us. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20807039
  
  I am rejecting this response because they have never credited me one *****. There are TWO charges from docusign on my **************** account and ZERO credits or refunds.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/20/2023

  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 cancelled my plan with docusign on 10/9/2023 which is one day before my annual renewal. I went through all the steps on the website and it even said I will be on a limited free account. I called ********************** after noticing the $480 charge on my credit card asking them for a refund. **************** on the other line told me the refund will be issued between ***** hours, but it didn't happen. I want my refund of $480 and cancel the plan.

  Business Response

  Date: 10/26/2023

  Hi Jack, 

  As conveyed in case 12504867, your account has been closed and a refund of USD 480 (subject to proration and taxation) has been processed to the credit card ending in ****. The amount should take ***** days to get credited to your bank account. Please let us know if you still don't see it after 14 business days. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 10/27/2023

  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:10/13/2023

  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 signed up for a free account at ********************. I wanted to cancel it and went 6 days in advance. They had a video how to cancel the account. In the video it has a cancel button available. The actual website does not have a button to cancel. I search everywhere on the website wasting an hour. I called and the answering system put me in a loop that takes you nowhere. I then went to the chatbot and it connected me with a human. The human sent an email for cancelation and told me they would cancel it after I replied. It was sent directly to my junk mail dispite every email they ever sent went to my inbox. It wouldnt let me reply so I moved it to my inbox. I replied and went to tell the person as she instructed. They had already logged off saying and had a bogus message from me saying "Okay". I would never spell ok like that.

  Business Response

  Date: 10/20/2023

  Hi *******,

  As mentioned today in Support case 12477714, your account has now been canceled and no further actions are required from your end. Please let us know if you have any other questions or concerns. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 10/22/2023

  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 am glad they cancelled my account. They should be required to put the cancel subscription button back on their website. The company has a video that shows the cancel subscription button,  but when you try to find the button it does not exist. In addition if they don't want you to cancel they should stop having a "free trial".

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

• Initial Complaint

  Date:10/10/2023

  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 an online service that supports eContracts.I intended to sign up for a one month service to send a single document.The design of their website makes it too easy to sign up for a year instead of a month. I did not look at the site closely enough and on Sept 23rd accidentally signed up for a year which cost $120. I requested a refund from Docusign on Sept 23rd using their online support portal. They proceeded to deflect this request by asking a number of unnecessary questions over the next few days. I believe their hope was that I would give up.I finally was able to get them to commit to providing the refund on October 4th. They told me they processed it but provided no verifiable evidence. Today is October 10th and I still have not seen the refund hit my credit card account. Despite repeated requests they have not provided me any verifiable evidence the refund was processed. (They gave me an internal Docusign memo as proof but nothing on this indicated my credit card was credited for the refund).I have the transcript from our interaction available and have uploaded that.

  Business Response

  Date: 10/10/2023

  Hi *****,

  Apologies for the experience you've had, we will look into it and ensure that it doesn't happen again. Per case 12361233, we see that you've confirmed that you've received the refund now and the case is closed. 

  Please let us know if you have any further questions or concerns. 

  Best,
  DocuSign Customer Service

• Initial Complaint

  Date:09/25/2023

  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 ASKED FOR MY DOCUSIGN ACCOUNT TO BE CANCELLED EFFECTIVE THE MAY BILLING, DOCUSIGN, DID NOT CLOSE MY ACCOUNT, AND THEY CONTINUED TO CHARGE ME ***** EACH MONTH. I CALLED AND THEY STATED THAT I WOOUL GET A REFUND OF MY MONEY MINUS TAXES, I ADVISED I NEEDED THE WHOLE AMOUNT GIVEN AS I DID NOT AUTHORIZE THE PAYMENTS PAST APRIL. MAY-SEPT AMOUNTS ARE TO BR RETURNED IN FULL, I WAS TOLD 2 TIMES THAT THE REFUND WAS APPROVED AND I STILL HAVE NOT RECEIVED THE REFUND

  Business Response

  Date: 10/02/2023

  Hi Saferrah,

  Apologies for the experience you have had and delays with processing your refund. We have checked our system and refunds for the months of May - August have now been processed and should be credited tp your CC ending with ****. The base amount per month is USD 45, which when subjected to taxation and proration adjusts to USD *****. Hence the total refund amount for the 4 months so far is USD **** x 4 = 190.80.

  We are currently working on the refund for the month of September for the same amount and it should get processed by the end of this week. We will let you via your open support cases as soon as we have an update. 

  Thank you for your patience,

  DocuSign Customer Service

• Initial Complaint

  Date:09/15/2023

  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.

  I had two Docusign accounts, one business and one personal. The business account is ***************************** and that account number is ********. I cancelled my personal account. I thought I cancelled my business account. After I cancelled my personal account, I continued to receive emails at my personal email address, ******************************* indicating billing was continuing. I was very confused and finally checked my business account, which DID NOT cancel and was billing was being sent to my personal email address, not my business email address. I requested cancellation through the online bot because a continual buffering on the account page prohibited my direct cancellation request. Through their bot, Docusign finally agreed to reduce the account to the free status but not to refund the latest charge. This is dissatisfactory to me. Docusign is essentially holding my choice to have an account with them or not hostage.I want a total cancellation of their service and a refund of one monthly charge. Thank you.

  Business Response

  Date: 09/15/2023

  Hello ********,

  Thank you for sending us this information regarding the closing of your DocuSign accounts. We will look into this issue and see why your most recent monthly charge was not refunded. Once we have had a chance to review this issue we will get back to you with a decision and the next steps that can be taken to resolve this issue.

  Because of the BBB communication protocol please reply back to this message so we will have the option to reply to you though the BBB format.

   

  Thank you for giving us the opportunity to review and resolve this issue for you,

  DocuSign Customer Support

  Customer Answer

  Date: 09/16/2023

   
  Complaint: 20610020
  
  I am rejecting this response because:

  Docusign repeatedly sent billing notices for my commercial account to my personal email address, an account that I had closed.  I finally checked my business account, which was NOT closed, and had to request closure because of continual buffering in my account choices.  I was pressured to retain a free account which I now reject and had to request permission to close through the Bot feature and further, was informed through the Bot feature that Accounting would decision whether or not the September charge would be refunded.  
  

  This is all quite unacceptable.  

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

  Business Response

  Date: 09/23/2023

  Hello ********,

  I have been following your case and it appears that they are working on Credit Rebill for your request. I am going to check back with this team next week and provide another status update for you as soon as I can confirm this. Again if you choose not reply to this BBB complaint I will contact you using your email address. My apologies that this issue has taken so long to resolve.

  Thank you again for your patience,

  DocuSign Customer Support

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20610020
  
  I am rejecting this response because:
  

  I have heard from DocuSign and according to the complaint resolution division, they are not taking action because I filed a BBB complaint.  This is ironic because their inaction is the reason I filed a BBB complaint.  So until we have an actual resolution, i.e., my September charge is returned because I am receiving no services for September, I will keep this Complaint open.  

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