Business Profile

Document Scanning Services

DocuSign, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Document Scanning Services.

Important information

Customer Complaint:
DocuSign came to the BBB's attention in April 2013. A review of the company’s complaints was completed in October 2024. Complaints on file state issues with reoccurring membership charges and membership plan allowances.

BBB highly recommends consumers to review Downgrade or close your DocuSign account and DocuSign plans & pricing FAQ (near the bottom of the page) with special attention to the following:

- Will my subscription renew automatically?
- DocuSign plans & pricing FAQ
- What are ‘Envelopes’ and how do they relate to my service subscription plan?
- How many Envelopes can I send for signatures each month or year?

For additional support, please visit Help & Support.

Complaints

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

Customer Complaints Summary

291 total complaints in the last 3 years.
162 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/27/2025
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.
Been with DocuSign for 6+ years.DocuSign Tech Support changed drastically.Just had major issues with DocuSign so I called Tech Support that no longer ************ Tech Support has taken three weeks and transferred me to three different people and the issue is still not been resolved
Business Response
Date: 05/27/2025
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 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 ****************
Initial Complaint
Date:05/24/2025
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.
**** of their sneaky marketing tactics I inadvertently signed up for a service. Then after painstakingly getting them to cancel the subscription, they illegally kept my credit card data (don't allow customers to remove it). then they continued to charge my card the next month. *BEST PART* I'm a "free account" user so I can't even open a case! they reserve that for paying customers (even tho they fraudulently took your money). I've made 6 different attempts to contact this company and they refuse to respond other than saying to open a case (which they willfully removed the feature on) . I've had to freeze my credit card and launch a fraud claim with **** due to their Extremely fraudulent behavior. No wonder they are not accredited. This is what they make their own customers go thru to be treated with any ethical integrity.
Business Response
Date: 05/26/2025
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 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: 05/26/2025

Complaint: 23372945

The account is under the same name but under ************************************************

Sincerely,

*************************
Business Response
Date: 05/27/2025
Dear ******,

Thank you for your providing the correct email address associated with your account. I reviewed your account details internally. I can see that you had logged case ******** to cancel subscription immediately in April'25. Support downgraded the account to free and also provided a refund for CAD(57.00) for invoice INV56422983 for April month. It seems you have been charged again in May month, Invoice INV57131782 for CAD(57.00).

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.

We sincerely regret any frustration or inconvenience this situation may have caused.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Customer Answer
Date: 05/31/2025
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:05/22/2025
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.
I am submitting this complaint regarding an ongoing issue with DocuSign that has persisted for nearly a year. Despite repeated requests, DocuSign has continuously overcharged me for three user licenses that are not in use. The amount in question totals approximately $4,680 in losses due to their refusal or failure to take appropriate action to resolve this matter.Over the course of the past year, I have reached out to DocuSigns support team multiple times, asking for the removal of these inactive users from my account. Instead of resolving the issue, I was sent a generic link with instructions on how to remove users myself. Unfortunately, the link they provided does not work, and the process outlined is either outdated or broken. I informed DocuSign that the instructions were ineffective, and yet no one has taken ownership or followed through on resolving the issue.Every subsequent time Ive contacted them, Ive been told by various representatives that they do not have permission to remove users or process account adjustments. This has become a never-ending loop of deflection and inaction, where each support agent passes the responsibility to someone else, and nothing ever gets ******* is beyond frustrating to be continuously billed for a service I am not using, especially after making good-faith efforts to resolve the issue through their own customer support channels. Ive acted in good faith by reporting the problem, following their instructions, and communicating clearly. DocuSign has not upheld its responsibility to correct inaccurate billing or provide meaningful ********** this point, I am seeking immediate action to remove the three unused users from my account, issue a full refund of $4,680 for the charges accumulated due to their negligence, and ensure that no further unauthorized charges are applied.
Business Response
Date: 05/23/2025
Hello *****,

Thank you for raising this issue to Docusign customer support through **********************.
We couldn't find any customer support cases, contacts, or ******************** accounts associated with the email address linked to this complaint "**********************************".
To investigate your issue further we need a reference to any of the case(s) you previously had, or still working through with the Docusign customer support team, your ******************** account Id, or the email address you use to login to your Docusign account. Unfortunately, without this information we cannot help you further.
Looking forward to your response.
Best Regards,
Docusign Customer Support
Initial Complaint
Date:05/22/2025
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.
A former employee of our company, *************************, created a personal DocuSign account using our company credit card. That employee (***** *******) has not been employed by our company since March 2023, and her associated email has been permanently deactivated.We submitted written cancellation of the account in November 2024, clearly notifying DocuSign that she no longer had authorization to use our companys funds. Despite that, DocuSign charged our credit card $2,400 in April 2025 to renew the account.We have repeatedly contacted DocuSign Support for over two years. Every time, they state that only the original account holder (the former employee) can cancel the accountdespite us being the business that paid for it and owns the card. We have no access to the account or the email tied to it.We have also attempted to contact escalation and legal teams via official DocuSign email addresses. All bounced back or responded with auto-replies.This is a clear case of unauthorized billing, and we are requesting:Immediate cancellation of the account tied to the former employee A full refund of $2,400 charged in April 2025 We are a small business that should not be charged for an account we neither authorized nor control.
Business Response
Date: 05/23/2025
Hello *****,

Thank you for raising this issue to Docusign customer support through **********************.

Upon investigating your account internally, we found the customer support case which your Renewal Specialist created on your behalf on May 14th, 2025, asking to cancel the subscription on account ************ and to issue a refund of $2,400 pertaining to invoice# INV56473982 for the Docusign plan subscription renewal on April 15th, 2025.

Jobelle from the Docusign customer support team has been assisting you on case# ********, however as the matter remains unresolved I asked a billing subject matter expert to take over and investigate how we could help you resolve this issue.

Please expect to hear back from a billing expert soon. In the meantime, if you have further inquiries I highly suggest that you work with Docusign customer support directly through the case.

Best Regards,
Docusign Customer Support
Initial Complaint
Date:05/15/2025
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.
The DocuSign product I use for file storage (Workspaces) is malfunctioning on their site. I contacted DocuSign on April 24, 2025 to find out what the problem was. My case # is ********. There have been about 28 email exchanges with at least two HAR "appointments" set to discuss the issue with a tech. No one called at the appointed times. The email responses have been runarounds with "solutions" that don't apply to my concerns. I can only assume they are deliberately ignoring the problem. There is no phone number I can call...only email exchanges and most responses come over night. I need to have access to my documents so I can print out and upload documents within Workspaces. The solution might be simple or it may take the techs a while to figure it out. Regardless, I do not understand why this company won't allow someone to help a paying customer. I would appreciate assistance and, perhaps, an explanation as to why I've been given the runaround. Maybe in helping me, other DocuSign customers with the same issue will be helped as well. I would like to be contacted by a qualified tech who can work with me through my computer ASAP. If it helps, the error message I get when trying to log in is: "An error has occurred. Please contact support." Thank you.
Business Response
Date: 05/15/2025
Hello ******,
We have reviewed this case and want to apologize for the length of time it has taken to get your case to this point. However we can report that this case is being reviewed by some of the senior support **** now and they are trying to find a solution as to why this feature would be working on one of your devices and not the other since they are part of the same account. We are sorry to have to ask this but please allow us a bit more time to review this feature in more detail to see if our engineering team is able to determine why this may be occuring for you. We will contact you through your open support case as soon as we have a solution available for this issue. We appreciate your continued patience on this matter.
Docusign Customer Experience Team
Customer Answer
Date: 05/16/2025

Complaint: 23334937

I am rejecting this response because: The complaint needs to remain open until a satisfactory resolution is reached. This is the same type of response I've been receiving for three weeks...just something to placate me. Yes, after I filed this complaint, someone did contact me. It is unfortunate I had to file a complaint to get action, but at least I hope someone is now working on my behalf. Until I get a resolution, I consider this complaint still open so others might benefit from my experience with the DocuSign support system by reading the updates.

Sincerely,

****** ******
Business Response
Date: 05/21/2025
Hello Violet,
We have escalated your support case (********) to one of our Technical Support Engineers and they are working directly with the product engineering team to help resolve this issue for you. Thank you again for sharing the *** files and meeting with our support engineer to provide the screenshare evidence we needed to proceed with this investigation. The product engineering team has a separate case open as well (DTRTRI-1245) and is working in conjunction with the Technical Support Engineer that you have been speaking with. We appreciate your patience as we work with you to rectify this issue.
Customer Answer
Date: 05/21/2025
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. It is unfortunate that it took about a month of back and forth, wasted emails and a BBB complaint to get any action. Even though I had requested the *** weeks ago, I was ignored. Once my BBB complaint was filed, an engineer finally requested a *** and, miraculously, a solution was found in just a few days. I understand that systems can go down and fixes can't happen in a day. But, to be strung along for no reason is unacceptable. I would hope that when the next problem occurs for me, or any other customer you have, you will be more proactive in solving the issue. My thanks to the engineer(s) who assisted with the fix.

Sincerely,

****** ******
Initial Complaint
Date:05/14/2025
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.
Date of transaction: 04/06/2025 Amount paid to this business: $120.00 Business committed to provide: 12-months of online access to e-signing documents I send/receive Nature of dispute: just need DocuSign Tech Support to change the login e-mail address to ********************************************************** since this is my "business bank account" (**********************) that paid for the access (business credit card ending in ** 0463).Tried to resolve the problem more than 5 times- they do not allow a "phone numbers support" for this type of request. They ONLY allow "phone calls" for new purchases. Their online support just sends you in an endless loop with no resolution.DocuSign's attempts resolve the problem: Yes but each time they just e-mail instructions that only link back to the online instructions that do not work, which does not resolve the problem that e-mail address must be changed.
Business Response
Date: 05/15/2025
Hello *****,

Thank you for raising this issue to Docusign customer support through **********************.

Upon investigating your account internally, we found the customer support case you created on May 13th through a webform asking to change the email address on you Personal - Annual account to your current email address **********************************************************.

******* from the Docusign customer support team has been assisting you on case# ********, however as the matter remains unresolved I asked a billing subject matter expert to take over and investigate how we could help you resolve this issue.

Please expect to hear back from a billing expert soon. In the meantime, if you have further inquiries I highly suggest that you work with Docusign customer support directly through the case.

Best Regards,
Docusign Customer Support
Initial Complaint
Date:05/13/2025
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.
This account was setup for use while I was at a different company using the then current work email address. I no longer have access to the email on file therefore I do not have access to login to the support website to cancel the service. I have attempted to contact customer service consistently over the last 2 years to no resolve by phone or by trying to reset my password online.The account has not been accessed in more than 2.5 years. I would like a refund for the past 2 years and for the autorenewal to be cancelled since I have not been able to contact a representative.
Business Response
Date: 05/14/2025
Hello ******,

Thank you for raising this issue to Docusign customer support through **********************.

Upon investigating your account internally, I see that you initiated a chat on December 16th, 2022, requesting to change the email address on your account, as you lost access to the registered email address. ******* from Docusign customer support tried to help you recover access to your account, but your chat seems to have disconnected.

Since you have been experiencing this issue for quite a long time and you have not been able to cancel your Docusign subscription, as you can no longer access your account, I filed a new customer support case on your behalf and currently working on getting a billing subject matter expert to investigate this issue. Please expect to hear back from a billing expert soon relating to your new case# ********.

After you hear from the Docusign customer support team, if you have further inquiries I highly suggest that you work with them directly through the case.

Best Regards,
Docusign Customer Support
Initial Complaint
Date:05/12/2025
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.
I am filing a complaint against DocuSign for deceptive billing practices, excessive charges, and refusal to issue a refund.I originally signed up for a free trial and later upgraded to a paid plan for one month. I was not aware that exceeding usage limits would result in $835.07 in overage fees ($7.80 per envelope) nor was this pricing clearly disclosed or communicated. I was also charged $68.90 for a subscription renewal I did not intend to authorize.When I discovered the charges, I canceled my account immediately and contacted DocuSign. They refused to refund me, citing internal policy, despite the fact that I was unaware I had incurred such extreme fees. Additionally, their system made it unnecessarily difficult to file a complaint they did not accept my email to billing support, and I had to watch a tutorial video just to figure out how to reach their dispute form.I have also filed a dispute with my credit card provider (***** Fargo), and I am requesting a full refund of $903.97. DocuSigns upgrade process, overage pricing, and complaint handling are misleading and deeply problematic from a consumer protection standpoint.
Business Response
Date: 05/13/2025
Hello *******,

Thank you for raising this issue to Docusign customer support through **********************.

Upon investigating your account internally, we found the customer support case you created yesterday (May 12th) raising concerns about Docusigns account renewal process, envelope overage policy and the difficulty to dispute billing charges related to your subscription.

Mounika 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 and answer any questions you may have around the charges incurred on your account since March, 2025, and to ensure the request to downgrade your account to a Free plan, which you initiated on May 10th, 2025, will be completed soon. This should stop incurring any further charges pertaining to renewing your Business Pro subscription.

While a subject matter expert will be in touch soon, I wanted to set expectations regarding your subscription renewal and account overage fees. Unfortunately, the overage fees are non-refundable according to Docusigns Terms & Conditions, as you have consumed envelopes above your allowed monthly limit. For Business Pro - Monthly plan, the allowance is 10 envelopes per month per user. As for the most recent subscription renewal charge of USD *****, which you received in invoice# INV56735294, we most likely can get an approval from finance to issue a refund, as our records show that you have not sent any envelopes since your subscription was renewed on April 27th, 2025. However, as you filed a dispute with your credit card provider (***** Fargo), Docusign finance team has been notified and the billing expert will follow-up with you on the decision and next steps soon.

You can read more about the renewal terms in DOCUSIGN SITES & SERVICES TERMS AND CONDITIONS: *****************************************************************, clause 4.4.2. Renewals and 4.4.6. Recurring Charges. For overages you can review clause 4.4.4. Overages, 4.4.6. Recurring Charges and 4.4.9. Billing Cycles.

For any further inquiries we highly suggest that you work directly with the assigned expert on your open case.

Best Regards,
Docusign Customer Support
Customer Answer
Date: 05/13/2025

Complaint: 23321425

I am rejecting this response because:
It does not address my full refund request. DocuSign charged me $903.97 including $835.07 in overage fees and $68.90 for a renewal I did not knowingly authorize. I canceled the account immediately after noticing the unauthorized renewal charge on my credit card, yet DocuSign still processed the payment.
DocuSign has received multiple similar complaints, and this appears to be a broader issue. I have filed formal complaints with the ****, the Pennsylvania Attorney General, and the BBB, all of which will remain open until I receive a full refund. I will not settle for partial reimbursement.
Sincerely,

******* ******
Business Response
Date: 05/14/2025
Hi *******,
Following up on your open customer support case# ********, I can see that your request for a refund of $903.97 has been approved by **************************** As ***** and Rozza explained in writing, Docusign needs a confirmation from you of the dispute reversal from your bank to make sure finance won't be processing duplicate refunds. As soon as you respond to Support by email with confirmation, they will initiate the refund process and will keep you posted as soon as it's completed.
We are glad that the matter is on the way to be resolved, in the meantime if you have further inquiries please continue to work with Docusign customer support through the case.

Best Regards,
Docusign Customer Support
Initial Complaint
Date:05/08/2025
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.
Hi BBB, I am writing to formally express my dissatisfaction with the way DocuSign has rejected my recent subscription renewal refund request. Please review the evidence and explanation below: First, Misleading Subscription Banner Prior to April 30th, when I logged into my account, I saw a banner stating:Your subscription cancellation will take effect on 4/30/2025. To keep your subscription, undo cancellation. I thought the cancellation request has been done.However, on April 30th, I was charged for a renewal, and the banner was updated to:Your subscription cancellation will take effect on 4/30/2026. This change was made after the charge occurred, and I find this messaging to be misleading and contrary to what was originally communicated. It suggests that DocuSign did not honor its prior statement regarding the cancellation. In addition, the Manage Subscription Details feature was not available on my end, making it impossible for me to make any changes or independently confirm the cancellation status. This further demonstrates that the banner information was completely misleading and that DocuSign system may have been experiencing a technical glitch at the time. Second, Inaccessible Cancellation Option As I mentioned above, the cancellation option within the account has been consistently greyed out, leaving me unable to manage their own subscriptions through the portal. DocuSign website indicates that users can cancel online, yet in reality, it forces them to contact customer supportan unfair and obstructive process that limits consumer rights. Third, Timely Refund Request with No Usage I requested a refund and cancellation of the renewal within an hour of receiving the transaction notification. During this time, I did not use any part of the service or send any envelopes. Given the immediate action on my part and the fact that no service was consumed, I believe my refund request is completely reasonable. Best,***
Business Response
Date: 05/08/2025
Hello Qiyan,

Thank you for raising this issue to Docusign customer support team through **********************.

Upon investigating your account internally, we found the customer support case you created on May 1st, 2025, asking to cancel your plan and issue a refund. Nemturi from the customer support team has been assisting you with your case# ******** and to ensure your request is looked at by a subject matter expert we escalated your case to the billing support team.

I can see that ******, a billing subject matter expert, sent you an email moments ago through the case confirming that your request to downgrade your account and process a refund of CAD ****** (USD ******) pertaining to invoice# INV56822416 for the most recent subscription renewal charges is in process.

While customer support team is actively engaged on your case, for any further inquiries we highly suggest that you work directly with Docusign through the case.

Best Regards,
Docusign Customer Support
Initial Complaint
Date:05/06/2025
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.
I would like to dispute a charge with Docusign. First, I signed up for a free trial and was charged $65. Next, I was charged $210.60 and I'm not sure why. I already cancelled my account and they have no phone number to call if you have cancelled your account. I really just want the $210.60 back. I am the President of the *** and signed up for the account on behalf of that organization. I'm not sure why I was charged so much. At most I thought I would be charged $65, however, I cancelled my account within 30 days, so I shouldn't even be charged that much. My account was under ********************************
Business Response
Date: 05/07/2025
Hi *****,

Thank you for reaching out regarding your concerns about the $210.60 additional charges. We have thoroughly reviewed your account details. The charges that you are referring to are due to overage charges related to sending extra envelopes over your allowed envelopes limit. Your monthly Business Pro plan comes with a limit of 10 envelopes per month. It seems you had sent 27 extra envelopes over your allowed limit during the period from 03/24/2025 - 04/23/2025 when you subscription was still active. Please see the attached invoice INV56677218 for your reference.

As per the terms and conditions which you agreed to upon subscribing to our service these overage charges are valid. Please refer ***************************************************************** -

"4.4.4. Overages. We may charge overage fees for use or access of the Docusign Service when your use and/or access exceeds entitlement units purchased with your Subscription Plan. For any usage-based Subscription Plan you purchase, you will be invoiced on a monthly basis for any usage over the purchased entitlement units (Overage), if any, incurred during the preceding month.".

Please also refer -

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

Unfortunately the overage charges can't be refunded because the charges are valid and in accordance with our updated policies.
The 30-day refund request window applies to the initial term of annual plans only. Month-to-month plans are not eligible for refunds. Please refer -
*********************************************************************************************************
I can confirm that your account is already cancelled on our side so you will not incur any additional charges in the future.

We understand that this may not be the outcome you were hoping for; however, our decision remains final.

Thanks for your understanding.

Best regards,

DocuSign Customer Service

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Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

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