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:08/27/2023

  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 cancelled a monthly subscription with DocuSign 8/24/23, and the monthly subscription was set to expire on 8/25/23.On 8/26/23, which was after I had cancelled, and after my final month had expired, DocuSign charged my card again as if I hadn't cancelled my subscription. I immediately contacted them to request a refund. After 4 emails with them, they eventually informed me that I was not eligible for a refund. This doesn't make sense, because they charged me for something I did not agree to, then told me I couldn't have my money back.Please help me get my $15 back. I don't understand why they have been so difficult.

  Business Response

  Date: 08/31/2023

  Hi ********,

  Apologies for the experience you have had. We reviewed your request and as mentioned in case 12214452, the refund amount of $15 (subject to taxation and proration) has now been processed and your account would be converted to a Free account. The credit usually takes around ***** business days to get reflected in your bank account.

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

  Best,
  DocuSign Customer Service

• Initial Complaint

  Date:08/21/2023

  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.

  Billed me $1900 and my bill should be $900. No explanation and no response.

  Business Response

  Date: 08/29/2023

  Hi ******,

  Our records indicate that your account with "eSignature Business Pro Edition" annual subscription was upgraded to 4 seats (users) in November 2022. Note that the amount was prorated since your subscription begins in August. Following that your subscription was renewed on 08/17/2023 (valid upto 08/17/2024) and you were charged $1920. 

  As mentioned on our Plans and Pricing page (********************************************************), the annual charge per user is $480 and since your subsription has 4 users, you were charged $480 x 4 = $1920. 

  If you would like to view the Invoices and Billing details of your account then please follow the instructions mentioned in this KB article: ***********************************************************************************************************************

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

  Best,
  DocuSIgn Customer Service

• Initial Complaint

  Date:08/15/2023

  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 am filing a complaint against DocuSign. I had an account but no longer had access to the email. I was told that they couldn't help me because I needed to have access to the email that I signed up with. Eventually, on August 22, 2022, I received an email from ****************************************** asking me to declare I would not file a dispute if they agreed to close my case. I responded that I agreed and I received a refund of $90. On September 10, I responded to the email, letting them know they had charged my account again. This is coming up to a year that they keep charging my account, and I want it to stop. I've had my banking account for over 13 years, and all of my living expenses and transactions go through this account and. I don't want to be forced to close it because this company can't correctly close my account.I want a full refund from September 2022 -August 2023. My original case number and account number for reference are below. Case Number: ******** Account Number: *********

  Business Response

  Date: 08/23/2023

  Hi ********, 

  Apologies for the experience you have had. We have opened a new support case 12187347 on behalf you to process this request. Our support team has reached out to you and shared the refund details and the next steps. Once we have your written consent, we will proceed with the refund and downgrade the account. 

  Please let us know if you have any further questions. 

  Best,
  DocuSign Customer Service

   

  Customer Answer

  Date: 08/24/2023

  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:08/09/2023

  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 contacted DocuSign on 07-19-2023 to alert them that I wished to cancel my account so that I wouldn't be charged in August as scheduled. They responded to me giving me Case Number: ******** on July 19 telling me the information they needed from me to get this accomplished. I immediately provided this information. They offered me a free account versus closing it. I agreed on July 19. 2023. I then was charged the monthly fee of $48.83 08-05-23. I contacted them via the original email chain so that the conversation in which the account was downgraded to a free account would be clearly visible. The response I received was:The case you have replied to has been closed.If you require further assistance, log in to the DocuSign ************** and create a new case. Important: Add a reference to Case #******** so we can review your case history if your issue is related to a previous case.Visit docusign.com/support to view our additional Support resources.Thank you,DocuSign Support The issue is that I now have a free account and the options to contact them about this are no longer available because I have a free account. The *** is no help either. I did try to contact them via other avenues with no response whatsoever. I simply want a refund and assurance that I will no longer be charged for a service that I no longer have and have email confirmation that I cancelled well before the deadline to avoid this charge. They will not respond to reasonable requests and make it impossible to contact them about anything via their website.

  Business Response

  Date: 08/15/2023

  Hello *****,

  Thank you for sharing this information with us. I am going to have our team verify this information and if we can confirm then I will ask them to refund the amount that you were charged after your account was downgraded to the free account. Please reply back to this message so that I am able to message you again once this information has been confirmed by our team. My apologies if there was an oversight on our part and we appreciate the opportunity to correct it with you.

  Thank you again for letting us know about this issue,

  *****

  DocuSign Customer Service

  Customer Answer

  Date: 08/15/2023

  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:08/07/2023

  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 have been trying to get a question about my account answered for MONTHS. I have tried multiple avenues of contact, and all have failed. They say they will call and dont. They send you messages saying they have sent me a message and they have not. I JUST WANT TO TALK TO SOMEONE, and they refuse.

  Business Response

  Date: 08/15/2023

  ***********,

  Apologies for the experience you've had and please be assured that we will be investigating this issue internally and taking steps to ensure that this doesn't happen again. We were going through your account activity and found that you've now gotten in touch with our technical support and sales teams and they are helping you with your issues. 

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

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 08/16/2023

  Better Business Bureau:
  

  I had to reach out to one of DocuSign's regional VPs to finally get action. But yes, they finally replied.

  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:08/04/2023

  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.

  For the second time in one year Docusign has without warning or notice billed me DOUBLE the price of the plan I signed up for. They continue to act fraudulently by overcharging.They need to immediately credit me the ~$250 from the $511 they just fraudulently charged me to get back to the plan I have always had.

  Business Response

  Date: 08/08/2023

  Hi *******,

  Our records show that your account had 2 active users when you were charged for the annual plan. Per our pricing page (********************************************************************************), each user costs $240 per year, which is why you were charged $511.68 (including taxes) for 2 users.

  Please note that each email login counts as an individual user account. If you don't require the extra user, then please close it by going to "Settings > Users > Actions > close" from your account. Once the extra account has been closed we can start processing a refund for the closed user. 

  Please let us know if you have any further concerns or update your open support case 12084973.

  Best,
  DocuSign Customer Service

• Initial Complaint

  Date:07/10/2023

  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.

  110 a year for subscription to use service is paid in advance the billed me ****** and tried to claim it is for previous years and open balance which is complete lie!! They are thieves I always paid for my service or they cut it off this back billing is criminal behavior. That would mean they are trying to bill me for 9 previous years they are scam artist

  Business Response

  Date: 07/18/2023

  Hi *****,

  Apologies for the experience you have had. Our support team has now clarified the charges in case 11846502 and also processed the refund amount of $960 (subject to proration and taxation), which will be credited to your card ending with 3850. 

  Please let us know if you have any further questions. 

  Best,
  DocuSign Customer Service

• Initial Complaint

  Date:07/07/2023

  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.

  This is a ********* Word copy of the content I have entered as my complaint on BBBs website, in case that content loses its format. Perhaps reading it on a Word document Ive been paying $45/mo. starting 04/2020 02/01/23 DocuSign email: You surpassed your ENVELOPE limit Add ENVELOPES02/03/23 DocuSign email: Youve surpassed the ENVELOPES tied to your plan Add ENVELOPES* * *I opened Case ******** on 02/03/23. I reached ****** by phone. Call was quickly disconnected, he didnt call back.02/03/23 11:30 am ****** emailed me: We are adding SEATS to your acc't.I had NO CLUE what is a SEAT. Very confusing! I didn't understand it. 11:33 am ***** wrote 3 mins later: I'm happy to hear your concern was solved! Thank you for that confirmationStill at 11:33, while I was reading ***** 1st email, she wrote again: It was a pleasure working with you. I have closed the following case.Case ******** Acc't ********* Subject envelope limit 4:23 pm An automated email came as an Order Confirmation to indicate that I have been charged $90.00. They processed without conversation, without my full understanding or consent. * * * * * *DocuSign continued to charge me double in the following months, I filled a survey about my conundrum. Nobody replied.07/05/23 I opened Case ******** and complained about being double-charged for six months and asked for a refund. ******************* responded and accused me of having ordered one additional SEAT and ceased communication.What he claims is NOT TRUE. SEAT means CHAIR to me. Why would I order seats from DocuSign. He ignored my questions 07/06/23 ******* wrote to say he is taking over. I explained everything again in my email and in subsequent followup emails. No reply.07/07/23 I emailed ******* to follow up. No answer. I am owed a refund of $45 X 6 = $247 They charged me $90 on July 5, while I was complaining about it. Pointing fingers at me when ***** instantly processed it on her own is even worse.SOS!

  Business Response

  Date: 07/13/2023

  Hi Mandy,

  Apologies for the experience you have had. We have now reduced the total number of users from 2 to 1 in your account and also processed a refund for the charges for the additional user, for the past 6 months. The refund amount is $270, which is subject to taxation and proration and should be reflected in your bank account within the next 3-5 business days. 

  "seat" is a terminology that we use for users in an account, as stated in the support case 11108550 on February 3rd, 2023:
  Seats are the users that you can register in your account and who will be able to send envelopes. Each seat will give you 100 envelopes per year for your entire account. If you want to purchase another seat, follow the instructions in the email you received or contact sales at **************.

  The number of users was not increased by our support team and it was done via the link from the email that was sent to you. We can assure you that we don't process any changes to the account plan without the written consent from the customer. 

  Thank you for your patience while we worked through this issue. Please let us know via this complaint or the open support case 11907483 if you have any further concerns about your refund. 

  Best,
  DocuSign Customer Service

  Customer Answer

  Date: 07/14/2023

  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:06/29/2023

  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.

  Since March I have been trying to change the email address and password on our account. My employee resigned and the account was in his email adress, to which I have no access.I have tried many times and get no help. Docusign renewed my subscrition, charged my credit card and I haven't been able to use the product. ( which I oreviosly enjoyed)Please refund my money and let me cancel

  Business Response

  Date: 07/10/2023

  Hello *******,

  Currently we can only find one account that is using the email address ****************** and it is an expired Free Trial account. This may explain why you are not able to update the email address in the desired account. Could you provide me more details as to the account you are looking to be added to or close, like the account number or an existing email within this account? Once we are able to isolate it we can work with the administrator of this account to proceed with the changes you are requesting. 

   

  Regards,

   

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

  Senior Technical Escalation Support Manager

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20257599
  
  I am rejecting this response because: The email regarding this complaint is ********************************
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/20/2023

  Hi *******,

  We searched our system and couldn't find any account linked to ********************************** email address. Can you please verify this email or let us know the support case number for this issue?

  Best,
  DocuSign Customer Service

• Initial Complaint

  Date:06/07/2023

  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.

  Hello,On June 6th, 2023, I wrote to Docusign requesting that they cancel a document.I have not heard back from them.I am asking that they cancel my document.The Envelope ID ************************************ The document ID ********************************* The business that created the document is called 33rd. They said they canceled this document but it still shows up as active.Thank you.

  Business Response

  Date: 06/08/2023

  Hello ****,

  Just so you are aware DocuSign's policies and procedures prevent us from taking these kinds of actions on a customers account without signed legal authorization from the account administrator of the account in question. Much for the same reason that you would not want a signer of a document you created and send out for signature to have the authority to have us delete your document from an account that you own and pay for. If you have a good working relationship with the sender of this document you can send them this support article that explains how they can delete the document you mentioned in your message and use our purge feature to permanently remove the document for good - *********************************************************************************************************************************************************************
  
  Kind Regards,

  DocuSign | Customer Support