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:05/05/2025
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 had a DocuSign account for a few years. I have not used the account in several months as my business needs have changed. I never received a notification of renewal and then on 5/1/2025, I had a charge for renewal of my account. I had requested to ****** my account and issue a refund. They have refused because it has been more than 30 days since I opened the account.Also, they processed the payment on a credit card that has been cancelled. The new card was not even on file with DocuSign. Attached is a screen shot from DocuSign saying my card had expired and a screen shot of the old card information, but they were still able to process the renewal.I should have be forced to continue to pay for service that I have no intentions on using any longer.
Business Response
Date: 05/06/2025
Hello *******,

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 5th asking to cancel your plan and issue a refund. Heaven from the customer support team has been assisting you with your case# ******** and to ensure your request for a refund is looked at by a subject matter expert we just escalated your case to the billing support team.

Please expect to hear back from a billing subject matter expert shortly through the case to clarify the circumstances around your refund and to assist you with cancelling your subscription with Docusign. In the meantime, for any further inquiries I highly suggest that you work directly with Docusign customer support through the case.

Best Regards,
Docusign Customer Support
Customer Answer
Date: 05/08/2025
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.

Sincerely,

******* ***********
Initial Complaint
Date:05/05/2025
Type:Customer Service 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 upgraded my plan without my knowledge or consent, and drafted $653.25 from my account. They have no customer support number or email. I spoke to a sales *** that said a case has been opened, but that was a lie. She referred me to a person that she said would help me, but that person (**** ****: ************************************* said that my only recourse was to open a case by following the link he provided. That link only went to an FAQ page. The link to open a case takes me to a login page that does not allow me to log in, and instructs me to contact customer support, which I can't do without opening a case, which I can't do because I can't log in. My credentials work to log in to my account, but not to start a case. This is deliberate. I tried to post to the support community and got an error (404) message after logging in. There is no way to actually open a case or access support.Pertinent details:*Account number on the invoice: ********* (This is NOT my account number.)*Email on the invoice: ***************************** (This is NOT my email address. This address has NOT been in use SINCE 2017.)*DocuSign added a user to my account without my knowledge or consent. This person has not been with us for over 2 years. The email they added to the account no longer exists.*Unable to open a case. Not allowed to log in.*Unable to post to community. Not allowed to log in.*Unable to use the Support Chat feature. It does not allow you to type a message and closes the chat automatically.Seeking: Either a full refund, or to be downgraded to my original 1-member plan and be refunded the difference (50%).The only contacts I have at DocuSign: ****** *****, Docusign Market Development C: ************ E: *************************************** **** ****, DocuSignAccount Executive C: ************ E: ************************************
Business Response
Date: 05/05/2025
Dear *******,

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# ********. I have escalated this support case internally to expedite it. 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 ****************
Initial Complaint
Date:05/05/2025
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 had been trying to cancel my subscription since January after I realized I still had it and was not actively using it. When trying to access the ***** portal to submit the request I was met with glitches and frozen screens. This also happened when I tried to submit a ticket. I do not have a PC just my smartphone. I emailed in to Docusign for help and asking to have the product canceled on 1/31/2025 after multiple failed attempts and never received a response. Last week realizing I am still being billed and still can not cancel I was able to submit a ticket finally. The *** ***lied after I submitted proof of my email in January stating I wasnt eligible for a refund and only sent instructions to cancel. I explained I have followed those steps and Everytime it glitches. My phone is up-to-date, iOS updated, cache cleared still no success. Id simply like to help canceling this service and a refund since February.
Business Response
Date: 05/05/2025
Dear ******,

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# ********. I have escalated this support case internally to expedite it. 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 ****************
Initial Complaint
Date:05/03/2025
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.
Subject: Urgent Complaint Forged Document Activity via DocuSign Using My Identity To Whom It May Concern:I am writing to report fraudulent activity involving DocuSign, in which documents and system reports have been sent using my personal identity and email without my consent or knowledge.On May 3, 2025, I received multiple emails from *********************************** titled:1.Envelope Status Report 2.Recipient Authentication Report ******** Subscription Confirmation All of these messages listed me ******* ******* ********************** as the sender and recipient, despite the fact that I did not initiate, authorize, or subscribe to these DocuSign services. This misuse of my identity raises serious concerns about the security of DocuSigns authentication and verification process.The documents or reports associated with these emails may involve forged or manipulated agreements falsely attributed to me. I am formally requesting:A complete forensic audit of all documents, reports, and envelopes involving my name or email within the DocuSign system.A list of all IP addresses, account IDs, and time stamps linked to this activity.Written confirmation that these activities were not authorized by me and that I bear no responsibility for any fraudulent documents.Immediate removal or quarantine of any suspicious envelopes or reports bearing my identity.Identification and reporting of the individual(s) responsible for setting up or using my information.I am submitting this complaint to the Better Business Bureau (BBB), the **** and preparing legal documentation for use in an active civil matter.Please respond with urgency and direct your security/legal team to contact me with confirmation and *************: ******* A. ******* Email: ******************** Phone: ************ Location: *******, ********** ********** has accessed my data without authorization. Ive detected suspicious activity linked to my IP. resolution and immediate action.
Business Response
Date: 05/04/2025
Dear *******,

Thank you for bringing this urgent matter to our attention. We take reports of fraudulent activity very seriously and are committed to ensuring the security and integrity of our services.

Upon further checking I don't see any DocuSign account associated with your email address "*****************************".

We understand your concerns regarding the unauthorized use of your identity and email address in connection with DocuSign documents and system reports. We apologize for any distress this situation has caused you.

Docusigns trust is a top priority and reports of suspicious activity are taken seriously. Its imperative that security concerns are shared with us to ensure issues are addressed timely and appropriately. Please go to our security portal "************************************************************************".

The above page provides resources on how to identify genuine Docusign activity, how to recognize imitation or improper use of Docusign and how to report any suspicious activities.
Our security team will thoroughly investigate the issue and take appropriate action.

If you have any further questions or concerns, please do not hesitate to contact us.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Initial Complaint
Date:05/01/2025
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.
I set-up a DocuSign account on my own email address - *************************** however my boss had also set me up with a seat on his account - also connected to ************************** DocuSign charged both of us for 19 months before we discovered the double-charges. When I asked them to sort it out, their solution was to "cancel" my account and then re-instate it, then they tried to placate me with a 1 month refund - despite double charging us $100+ per month for 19 months. I had the complaint escalated to a manager, who then offered me $200. When I advised that it still felt crooked to not refund the entire amount, they blocked my email address and stopped responding to my emails asking for help. So, I forwarded the correspondence from a different email address and they are still choosing to just ignore me.
Business Response
Date: 05/04/2025
Dear ******,

Thank you for reaching out and sharing your experience with Docusign. I understand your frustration regarding the double charges and the subsequent handling of your complaint.

Firstly, I want to clarify that your email address was not blocked. The reason you did not receive a response is that your support case ******** was already closed when you replied. Unfortunately, support agents do not get notified about replies to closed cases, which might have led to the impression that your emails were being ignored.

I apologize for any inconvenience this has caused and appreciate your patience. To address the issue, I have reopened your support case ********. I have escalated this support case internally to expedite it. Our support team will review this request again as a priority, and if there is any further applicable refund as per our refund policy, they will process it ASAP. 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.

Best regards,

DocuSign ****************
Customer Answer
Date: 05/05/2025

Complaint: 23275219

I am rejecting this response because:
Your customer service ************* wrote me an "oh we're sorry, here's 3 months" to placate me, asserting that's what I'm due. I'm due EIGHTEEN MONTHS of refund. He stated in his response that the account was active & used which is why they can't refund the full amount. Did he even read the history? We were paying from TWO SOURCES FOR THE SAME ACCOUNT. Both our sources paid full Docusign membership fees to be able to use that email address. Docusign received payment for 19 months from BOTH SOURCES despite it being only one account. You have literally robbed me for 18 months of subscription service, while my broker paid for the exact same service. To now try to placate me with 1, 2, or 3 months of refund is absurd and criminal.

Sincerely,

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

Thank you for reaching out and sharing your concerns regarding the refund for your Docusign Account# **********. We understand that this situation has caused frustration, and we appreciate the opportunity to address it.

After thoroughly reviewing the account history and payment records, we have confirmed that the account was active and utilized during the period in question. Our records indicate that services on this account were accessed and used, which is why a full refund for the entire duration cannot be issued.

Enclosed, you will find the evidence supporting the account's activity and usage during the disputed period. You can see that the latest usage record we have is from 11/29/2024. I have only included a snapshot in the report for your reference. We hope this clarifies the matter and provides transparency regarding our decision.

As a gesture of goodwill and to address the inconvenience caused, we offered a refund equivalent to three months of service.

We value your business and regret any dissatisfaction this may have caused. If you have any further questions or require additional assistance, please do not hesitate to contact us.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Customer Answer
Date: 05/05/2025

Complaint: 23275219

I am rejecting this response because:
Again, you are obscuring the point: YES, the account was being used. Also YES: We were paying from two different sources. My refund is requested based on FACT that you collected payment in full for subscription service, from both myself and my broker - for the identical account & email address. Refunding me 3 months is absurd. You charged us for 19 months twice! I'm not asking for any more than you over charged. Look at the situation with open eyes - offering me 3 months is offensive & missing the point entirely.
Sincerely,

****** ******
Initial Complaint
Date:05/01/2025
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.
I was trying to find a way to sign a document online in Dec because my printer was not working. I found docusign online, did a trial subscription and it didn't do what I wanted so I started trying to cancel the subscription. I have tried and tried emailing any email address from them that has emailed me. Months later it is May 1 and I'm still trying to cancel to stop the charges. I sent another email and today was told to go to a link. I did and it eventually sent me to a page that step by step how to cancel membership. I followed and got to the part where it said cancel reason and submit. I hit submit and then it takes me to a support page that says step 2 of 4, saying "we're here to help...chat with an expert...start chat". that chat is only a bot and it can't do it saying go to self service or start a new chat. I go to chat start new and the bot comes up, which it can't cancel and says to submit a ticket for support, and it doesn't let me log in with my same user id/password. I've followed all the steps listed by business. I can't get a real person. Their chat is a bot and says it sends me to a support chat, but that recently the business moved everything to a self service portal and to see that portal or request a callback...which there is no where to even do that. I'm just wanting this closed. My next step is to call ****** and get a stop on that payment somehow. it keeps charging me
Business Response
Date: 05/04/2025
Dear *****,

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 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 ****************
Initial Complaint
Date:04/30/2025
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.
We were not aware of the capability of this account going over as last year we have discuss migrating to our HR account.That time we were not able to get refund on our plan as it was more that 3month passes renewal, but at that time the *** informed us that our account will expire on renewal date or when we use up all the envelope.on there website there were no contacts available. got email from sales *** ******** who gave email address of **** were email address is no longer valid. requested ******** for different contact, but no ***ly. Set up a appointment to talk to him but he canceled last minute.
Business Response
Date: 05/01/2025
Hello ****,

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

Upon investigating your details internally, we found that your email is linked to two active Docusign accounts. One of the accounts is on Business Pro - Annual plan that renews every year on the 7th of May. You are an active eSign Admin on this account. The second account is on Enterprise Pro - Annual plan which has a valid purchase order until the 30th of July, 2026. You are a normal user, not an eSign Admin on this account. I could not find any recent open cases with Docusign customer support on either of these accounts that relates to your inquiry.

If your inquiry is related to the Business Pro - Annual account on which you are an active eSign Admin, you could self-serve to Downgrade or close your Docusign account [1], or to Cancel your Docusign account and request a refund [2] before the renewal date, to stop any recurring charges on your annual subscription. Please note that if you exceeded your annual envelopes limit on your plan you may be subject to additional charges at the end of your billing term per Docusigns envelopes overage charges [3]. Please also refer to Docusign Refund Policy [4] for information on your rights for a refund.

If however your inquiry is related to the Enterprise Pro - Annual account, please discuss this issue with one of the eSign Admins on this account and they should be able to Open a case in the Docusign ************** [5] to seek assistance from Docusign customer support team.

On the other hand, regarding the Disputed Amount on this BBB complaint $23.20, I can see it relates to invoice# INV56700400 that was issued on the 25th of April, 2025 against your Business Pro - Annual account, concerning exceeding your envelopes allowance. These charges cannot be refunded, as they pertain to envelopes you used over your annual limit and are considered valid charges per "DOCUSIGN SITES & SERVICES TERMS AND CONDITIONS" [6]. If you have further questions regarding this matter, you could Open a case in the Docusign ************** [5] after logging into your account and a member of the customer support team will assist you.

Reference Links:
[1] Downgrade or close your Docusign account: *****************************************************************************************************************;
[2] Cancel your Docusign account and request a refund: *******************************************************************************************************************************************
[3] Docusign-overage-charges: ******************************************************************************************************************;
[4] Docusign Refund Policy: *******************************************************************************************************************************************************************************************;
[5] Open a case in the Docusign **************: *******************************************************************************************************************************************************************************************************************************;
[6] DOCUSIGN SITES & SERVICES TERMS AND CONDITIONS: **********************************************************************;

Best Regards,
Docusign Customer Support
Customer Answer
Date: 05/01/2025

Complaint: 23270700

I am rejecting this response because:
the account was already mark for closure, so docusign should have not when over. Also, there website does not provide category for invoice dispute for me to open a case.

Sincerely,

**** Min
Business Response
Date: 05/06/2025
Hello ****,
I double checked the details on your account and located your account downgrade attempt on July 9th, 2024. I can also see that you managed to create support case# 15242649 on May 1st and ****** from the customer support team has been assisting you.
I just escalated this case to have a billing subject matter expert to take over and review the account history to determine if you could be eligible for a refund of USD ***** for your most recent account overage invoice# INV56700400. I understand that this invoice was issued on April 25th, 2025, which is after your subscription cancellation attempt on July 9th, 2024, however as your account was on "Business Pro - Annual" plan, any overage invoices normally process at the end of the billing term. Accordingly, the overage charge seems legit and according to Docusign policy.
Please expect a customer support expert to be in touch shortly confirming the status of your refund request. In the meantime, for any further inquiries I highly suggest that you work directly with Docusign customer support through the case.
Best Regards,
Docusign Customer Support
Initial Complaint
Date:04/28/2025
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.
I was on a paid plan with DocuSign, which renewed on March 23, 2025. Shortly after, I canceled my plan. However, I recently noticed that there were two separate charges to my card one on March 23 and another on March 29, both for the same amount.When I attempted to access my billing information through my DocuSign account to verify these charges, I discovered that my billing history was no longer available. Furthermore, DocuSign restricts customer support access to only active paid plan members, making it impossible for me to reach out for clarification or assistance unless I resubscribe which I should not have to do simply to dispute or understand a billing issue.All I am requesting is:Proof of both transactions/receipts.An explanation of why I was charged twice.A resolution, which may include a refund if the second charge was made in ******** this point, the lack of transparency regarding my billing records and the inability to contact support without an active subscription is extremely concerning. I am requesting DocuSign to address this matter promptly.Resolution Requested:Provide full billing receipts for the charges on March 23, 2025, and March 29, 2025.Clarify why two charges were made.Issue a refund for any erroneous or duplicate charge.Restore basic access to billing information for canceled accounts.Thank you.
Business Response
Date: 04/29/2025
Hello ********,

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

To help explain the latest charges on your account before you downgraded it to a Free plan on March 26th, 2025, I created customer support case# ******** and asked for a subject matter expert from our Billing support department to contact you on your email ************************ and contact number **************.

Please expect a reach out from our customer support team shortly and if you have any further inquiries I highly suggest that you work directly with Docusign through the case.

Best Regards,
Docusign Customer Support
Initial Complaint
Date:04/27/2025
Type:Sales and Advertising 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.
Docusign posted in our Docusign account that we had an expired card on file. I reviewed the card on file for the account this notice was posted in and which we use and the card is not expired. Additionally, the notification stated that we were due for renewal in April but the only account we use renews in July. Docusign agrees that our account isnt due for renewal until July but says its a different account that they were able to successfully pull the April renewal for. Docusign will only send emails to the primary contact person they have on file and wont tell us who the contact person is for the account they took our money for. No current employees of the company received any emails and the only people that would have had access to the financial account number had been terminated from our company in 2024. Docusign will not work with us in any capacity to shut down whatever account it was and their only version of helping the situation is saying we should check with coworkers to see who received the email. This is less than helpful. In short, according to Docusign, there is nothing we can do but sit here and let them steal our money every year because they wont work with us and obviously the Docusign account isnt being used being no active employees know about it. We are seeking to have whatever account they charged us $300 for to be shut down and the $300 refunded being no one at our company uses that one account. We only use one account that renews in July for $1200.
Business Response
Date: 04/28/2025
Hello *******,

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

Upon investigating your account internally, I can see that you initially raised this issue on an email thread with Docusign customer support through case# ******** on April 25th, 2024. As you were unable to share any information related to the account where your card is being charged USD 300 for subscription renewal, ******* ***** **** from Docusign customer support advised you on May 1st, 2024 to dispute the payment with your bank, so that customer support gets more details on the account in question to stop any recurring charges. It doesnt seem you followed customer support guidance at that time and thats why your card got charged again for account renewal.

Case# ******** was originally created by one of the eSign Admins on account ************ on April 23rd, 2024, raising an issue with the number of seats on this account. ****, ****** ******** ****** ****** ***, ******* ***** **** and Ivy from the customer support team helped you and the eSign Admin reduce the number of seats on this account from 5 to 3 and a refund of amount USD ****** was processed on May 4th, 2024. This case was closed on May 16th, 2024, as there had been no further responses from you, or the eSign Admin.

Checking further, I see that a new case (********) was filed by the same eSign Admin on account ************ on April 22nd, 2025, inquiring about USD 300 charges on the account. Reyace and ***** ***** from customer support have been assisting you and the eSign Admin since then, and the last email was ~11h ago from ********************** confirming they will try to locate the account that is relevant to these charges. There has been no further responses since then and the case remains open.

To move forward with this case, I will escalate internally to get a billing subject matter expert take over the investigation, try to get in contact with the owner of the account your card is being charged for and will keep you posted with the findings and next steps through your open case# ********.

In the meantime, for any further inquiries I highly suggest that you work directly with Docusign customer support through the case.

Best Regards,
Docusign Customer Support
Customer Answer
Date: 04/28/2025
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, despite the details in the response being erroneous, Docusign did, indeed, provide a loosely helpful response this morning advising to refute the payment via the bank. ******* already confirmed yesterday that she would go to the bank today to dispute the charges. Docusign did not provide any helpful response until after BBB reached out to them for a solution in which Docusign decided to tell us to refute the payment via the bank this morning. Docusign continues to be difficult to work with and we'll likely be finding an alternate solution for the one account we actually do use through them.

Sincerely,

******* *****
Initial Complaint
Date:04/25/2025
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 have been wrongly charged $45/month by DocuSign for over 12 months for a duplicate monthly subscription linked to my email ******************** which I have asked to cancel multiple times. I have an active annual subscription of $240 as a Realtor for the past 8 years, which is the only subscription I use and need.Despite more than 40 hours of effort through calls, chats, and emails, DocuSign has repeatedly promised to cancel the duplicate subscriptionbut has failed to do so. This reflects DocuSigns repeated failure to resolve a billing issue that has now persisted for over 14 months. Despite my continuous efforts to correct this matter, I have been met with unfulfilled promises, inaction, and what I consider to be fraudulent and unauthorized charges on my bank account.I opened four cases:#******** (6/12/24)#******** (7/29/24)#******** (12/28/24)#******** (2/21/25)In the latest case, on 2/25/25, a representative named **** confirmed in writing that the monthly subscription would be canceled at the end of the month. That never *********** February 2025, I canceled my debit card to stop the charges, but DocuSign continued to withdraw funds from my bank account without authorization:$45 on 3/24/25 $102.60 on 4/22/25 $45 on 4/23/25 This is more than negligenceit is unethical and fraudulent. I have requested refunds many times, only to be told that DocuSign "does not issue refunds." DocuSigns continued inaction and unauthorized withdrawals are deeply disappointing. I am requesting:1) Full refund of all $45 monthly charges from Feb 2024 to Feb 2025 (duplicate billing),2) Refund of the 3 unauthorized charges in March and April ******) Compensation of $1,000 for the 40+ hours spent trying to resolve this with no results.4) BBBs help in resolving this serious issue.
Business Response
Date: 04/28/2025
Dear Francisco,

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 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: 04/28/2025

Complaint: 23250082

I am rejecting this response because:
1) Offering a reimbursement of $45 is an insult. Your company has charged me $192 just in the last month, and your proposed solution is completely unreasonable. I will not accept anything other than what I clearly requested in my initial communication.
2) In February, your company confirmed in writing that my duplicate account had been closed and that no further charges would be made. (see attached document) It is clear from your latest response that you did not even review my message carefully. I respectfully request that you take this matter seriously.
To be absolutely clear:
1) I only need the annual account (Realtor subscription at $240/year) that I have maintained for the past eight years.
2) In this account, I have all my documents and envelopes from the last 8 years. You must guarantee that none of these documents or my access to this account will be deleted or affected.
3) All other duplicate or erroneous accounts must be fully closed and eliminated.
4) Please address my concerns properly and stop wasting more of my time with inadequate responses.
Sincerely,

********* *****
Business Response
Date: 04/29/2025
Dear Francisco,

Thank you for your response. We understand the importance of addressing your concerns thoroughly and sincerely.

Regarding your points:

> 1) Offering a reimbursement of $45 is an insult. Your company has charged me $192 just in
> the last month, and your proposed solution is completely unreasonable.

Please let me explain why $45 refund is the correct amount. Your monthly subscription renews on 21st of every month. You opened a support case ******** to cancel your subscription and support confirmed to you on 26th February that account cancellation request was submitted, and account will be canceled at the end of the subscription month which in your case will be 20th March based on your renewal cycle. After that you were invoiced for $45 for subscription renewal for the period 03/21/2025 - 04/20/2025. Support processed a refund of $45 for this payment in case ********. Subsequently you have been again invoiced for the next period 04/21/2025 - 04/20/2025 as per invoice INV56614653 because your account was not closed due to a system error on our end which went unnoticed. This new $45 refund is being provided to you for this latest renewal payment towards INV56614653.

In this same period there was also another charge of $102.60 as per Invoice INV56606457 on 04/21/2025. The $102.60 charge is due to overage charges related to sending extra envelopes over your allowed envelopes limit for the month. Your monthly plan comes with a limit of 10 envelopes per month. It seems you had sent 19 extra envelopes over your allowed monthly limit during the period from 03/21/2025 - 04/20/2025.

Our eSignature Standard plan includes an envelope allowance of up to 10 envelopes per user per month. Once an envelope is sent, it will count towards this allowance whether or not the envelope is signed or completed.

We have the following built-in warning in our product which warns you when you are about to be hitting your envelope limit-

"Youre close to hitting your envelope limit. Add more now and save 20% or pay as you go for envelopes sent beyond your limit."

and also another warning as mentioned below once you actually hit the envelope limit -

"you've hit your envelope limit. Add envelopes to your plan now and save 20%. Or keep sending and pay as you go for envelopes sent beyond your current plans limit."

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 terms of service.

Please work with our support team in your open case ******** and they can help you with downgrading your account to Free so the access to all your documents and envelopes from the past eight years will be preserved. Please refer below article for more information -

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

If you have any further questions or concerns, please do not hesitate to contact us directly.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Customer Answer
Date: 05/01/2025

Complaint: 23250082

I am rejecting this response because I need solutions, not case numbers:

Sincerely,

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

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