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:04/24/2025

  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.

  Complaint Title:DocuSign Disabled Paid Features, Ignored Support Requests, and Disrupted My Business Complaint Description:I signed up for DocuSign, completed setup, added a credit card, and paid for serviceincluding SMS delivery, which is critical to my business for distributing NDAs. I was initially able to send five SMS messages. Then suddenly, the feature was locked.The platform prompted me to pay $12.81 for 30 monthly SMS credits, which I did. Yet access remained blocked. When I tried again, it showed $0.00 due, and I was still locked out. Its now been over 2.5 days without access to a feature I paid for.I submitted two urgent support cases (******** and ********), both requesting call-backswhich DocuSign claims happen within 3 hours. I received no contact, no support, and no resolution.The only response I got was a vague email saying theyd do their best, which redirected me to their sales line. I called and was tolddespite being a paying customerthat sales cant help with support. The *** acknowledged my situation but could only pass it along, with no accountability or direct assistance.This has delayed sensitive business agreements and created unnecessary stress. I paid for a tool I cannot use, and DocuSign has failed to provide the basic support *********** requesting:Immediate restoration of SMS functionality Refund or service credit for lost access A direct call from a support *** within 24 hours A formal acknowledgment of the failure and resolution plan

  Business Response

  Date: 04/28/2025

  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. Please be rest assured we are here to help, and we will follow up with you from the support case as soon as we have an update. 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:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a paid member of DocuSign Account #******* since March 31, 2017. On April 13, 2025 DocuSign automatically deducted $240 from my account for an annual plan. Unfortunately I had to take a medical leave from my business to focus on my health. I am currently undergoing treatment for advance stage 4 breast cancer. My DocuSign account has been inactive. I made several attempts to contact Docusign through DocuSign Bot, Online Help Chat, Open New Case and Support Email, but to no avail. In the past years I grew accustom to the company's surperb customer service experience. I was able to speak with a live person, got issues resolved and questions answered. However, DocuSign has now replaced these systems and adopted AI generated system that provide no measure of help whatsoever. I am truly disappointed after all these ******** of today on April 22, 2025, I have canceled the annual plan in order for DocuSign to no longer take automatic payments from my account. I believe we could find resolution if a live person- representative of DocuSign could review my account, see that there has been no activity and that I am within the 30 day period. Maybe they will consider to grant me a $240 refund? Thank you kindly.

  Business Response

  Date: 04/22/2025

  Dear ******,
  
  I am deeply sorry to hear about the challenges you are facing, both with your health and with your DocuSign account. Your situation is incredibly difficult, and I understand how frustrating it must be to deal with these issues during such a trying time.
  
  Firstly, I want to express my sincere sympathy for your medical condition. Battling stage 4 breast cancer is undoubtedly a tough journey, and I hope that your treatment is going as well as possible under the circumstances.
  
  Regarding your DocuSign account, I apologize for the inconvenience and disappointment you have experienced with our customer service. It is disheartening to hear that our current support systems have not met your expectations, especially after years of satisfactory service. Your feedback is invaluable, and I assure you that it will be taken seriously.
  
  Given your situation and the fact that your account has been inactive, I understand your request for a refund of the $240 annual plan fee. 
  
  I have created a new support case ******** on your behalf with our support team responsible for handling such issues. I will escalate your case to ensure that a support representative reviews your account and considers your refund request. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.
  
  Thank you for bringing this to our attention, and I appreciate your patience as we work towards a resolution. If there is anything else we can do to assist you, please do not hesitate to let us know.
  
  Wishing you strength and better health.

  Sincerely,
  
  DocuSign Customer Service

  Customer Answer

  Date: 04/26/2025

  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.   I received a prompt and compassionate response from DocuSign that aligns with the good customer service resolution they've always presented in the past.  I do regret that I had to file a complaint on BBB, however I am more than happy with Docusign willing to review my case and quickly gave me a full refund.  I would use DocuSign again in the future.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/18/2025

  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 paid for a one-month Standard - Monthly Docusign subscription for $45 on March 17, 2025. I then began sending "envelopes" for signature. At one point, I noticed a banner pop up at the top of my screen saying, "You are approaching your envelope limit. Upgrade now to send more envelopes." - but I never received a notice on the website that I had fulfilled my allotted envelope amount and that I had passed into the territory where each envelope costs an additional $5 to send. I expected that my sending would be blocked, or a new banner would read that I had exceeded my allowance, and ask if I consented to additional charges on my card on file. This never happened, and the banner went away, so I kept sending envelopes. Yesterday, I was charged $166.39 of over-usage fees. I believe this is a UDAAP violation as it is unclear and deceptive business practice. I signed up for only a month of Docusign because that is all I can afford and all I needed the service for. I have now paid over $200 to literally press a button 29 times (the number of envelopes I sent over my allotment). I have been a customer for a few years and, as far as I know, this is a new policy implemented by Docusign within the last few months. I need my money back. I feel like this is coercive and directly ***** ********** customers, does not breed brand loyalty, and makes me think they are building business off of swindling one-time customers rather than maintaining long-term relationships. It is also virtually impossible to reach customer service directly - the email address and phone number they provide on their invoice are outgoing-only contacts, and there is no phone number to call on their website. I received a response to my request for customer service help saying they cannot offer a refund, but could provide a credit for future purchase. I do not want a credit as they have lost my business. I firmly believe Docusign needs to make refunds readily achievable. They currently do not. Thank you.

  Business Response

  Date: 04/21/2025

  Dear ******,
  
  Thank you for reaching out regarding your concerns about the 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. Our eSignature Standard plan includes an envelope allowance of up to 10 envelopes per user per month. It seems you had sent 29 extra envelopes over your allowed monthly limit during the period from 03/17/2025 - 04/16/2025.
  
  You were warned by email about hitting your subscriptions envelope limit on Apr 4, 2025 3:00 AM. Please see the attached warning letter that was emailed to you for your reference. According to our records you have opened this email twice on Apr 4, 2025 3:03 AM and Apr 6, 2025 10:59 PM.
  
  Also 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."
  
  If you have sent more than the envelope allowance on your subscription plan, Docusign by default will charge you for additional envelopes used beyond your allowance in a Pay-As-You-Go manner (see "*************************************************************************************************************" for more information on Pay-As-You-Go fees). This ensures you can continue using Docusign eSignature without interruption to your business. Please see below article for more information -
  
  *******************************************************************************************************************************************************************************;
  
  For the most current information on your envelope management options, please see "*************************************************************************************************************".

  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.".
  
  Unfortunately the overage charges can't be refunded because the charges are valid and in accordance with our terms of service.
  
  However, if you have any further questions or need assistance with your account, we would be happy to help.

  Thanks for your understanding.
  
  Best regards,
  
  DocuSign Customer Service

• Initial Complaint

  Date:04/18/2025

  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.

  over the last few months my employer has been trying to cancel his DocuSign. The user who held the sign-on no longer works for the company and no one has access to their email. They were recently charged another $1,400.00 while attempted to resolve this issue with the company who has been mostly unresponsive and unhelpful. We are asking for this account to be closed as it is no longer being used and a refund of the last $1,400.00 charge.

  Business Response

  Date: 04/21/2025

  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: 04/22/2025

   
  Complaint: 23221583
  
  I am rejecting this response because:

  There is additional information to provide. The account was set up for Norwalk seasonal Services.

  The employee who setup the account no longer works at the company and the company no longer has access to their information and/or email.

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

  Business Response

  Date: 04/22/2025

  Dear *****,
  
  Thanks for providing the additional information.
  
  I checked our system and still could not find any account with the name *************************** in our system. It is possible that the person who set it up used a different name, personal name, or an abbreviated name as the account name. Do you have the invoice or any other document that could help us identify the account? Can you please provide the name and the old email address of the employee who set up the account, which may help with the identification? If not, please provide the card information and exact transaction details from the account where you saw the $1,400.00 charge, as that may help with the identification of the correct account. We will wait for the additional details.
  
  Thanks.
  
  DocuSign ****************

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23221583
  
  I am rejecting this response because:

  I wanted to add details to the transaction but it appears it may have been resolved through the bank. Is there a way to confimr the docusign account is now permanently closed and no charges will appear in the future?
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23221583
  
  I am rejecting this response because:

  Complaint: 23221583
  
  I am rejecting this response because:

  I wanted to add details to the transaction but it appears it may have been resolved through the bank. Is there a way to confimr the docusign account is now permanently closed and no charges will appear in the future?
  

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

  Business Response

  Date: 04/27/2025

  Dear *****,
  
  Thanks for your response. You wrote -
  
  >Is there a way to confimr the docusign account is now permanently closed and no charges will appear in the future?
  
  Based on the information you have provided so far in your complaint, we have been unable to locate the concerned Docusign account in our system. For this reason, it is not possible for us to confirm that the Docusign account is now permanently closed and that no charges will appear in the future.
  
  We will wait for the additional details as requested before which may help us with identifying the related Docusign account. 
  
  Thanks.
  
  DocuSign ****************

• Initial Complaint

  Date:04/17/2025

  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.

  Docusign charged me over $700.00 without permission and they have no lines where you can contact someone, the only available numbers hang up on you leaving you no option for help. They overdrafted my account

  Business Response

  Date: 04/21/2025

  Dear *******,
  
  Thank you for reaching out regarding your concerns about the additional charges. We have thoroughly reviewed your account details. The extra charges that you are referring to are due to overage charges related to sending extra envelopes over your allowed envelopes limit. Our eSignature Standard plan include an envelope allowance of up to 10 envelopes per user per month. It seems you had sent 115 extra envelopes over your allowed monthly limit during the period from 04/14/2025 - 05/13/2025, please see the attached invoice "INV56454717" for more details.
  

  You were warned by email about hitting your subscriptions envelope limit on Mar 23, 2025. Please see the attached warning letter that was emailed to you for your reference .

  Also, 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 -
  
  *************************************************************************************************************
  
  If you have sent more than the envelope allowance on your subscription plan, Docusign by default will charge you for additional envelopes used beyond your allowance in a Pay-As-You-Go manner (see "*************************************************************************************************************" for more information on Pay-As-You-Go fees). This ensures you can continue using Docusign eSignature without interruption to your business. Please see below article for more information -
  
  *******************************************************************************************************************************************************************************;
  
  If your envelope usage exceeds your plan allowance, each envelope used in excess is considered an "additional" envelope that will be billed in a "Pay-As-You-Go" manner, where Docusign will charge a set, per-envelope fee. This ensures you can continue using your Docusign eSignature service without interruption to your business. To increase your subscription allowance you can pre-purchase envelopes on the Plans & Billing page of your account. This allows you to plan ahead and save more as your business grows.
  
  For the most current information on your envelope management options, please see "*************************************************************************************************************". Docusign may run promotional discounts, from time to time, that will be offered through email notifications. 
  
  Unfortunately the overage charges can't be refunded because the charges are valid and in accordance with our terms of service.
  
  However, if you have any further questions or need assistance with your account, we would be happy to help.

  Thanks for your understanding.
  
  Best regards,
  
  DocuSign Customer Service

• Initial Complaint

  Date:04/16/2025

  Type:Customer Service 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 cancelled my Docusign subscription THREE TIMES. The screen always shows a message that subscription will cancel the following month but every month I get a charge to my credit card. This is deceptive practice on part of Docusign and needs to stop immediately. I need refund of past two months of subscription fee that was cancelled and was collected without my consent.

  Business Response

  Date: 04/16/2025

  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.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 04/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the promise of a resolution is satisfactory to me. I may need to reopen this case if the business does not follow through on the resolution to refund my March and April subscription fee. 
  

  additionally, this is a systematic scheme by the business to not allow people to cancel their subscription without an escalation. Ive attached the screenshot that I saw in April and prior in March and still got charged. That is not right!!

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

  Business Response

  Date: 05/16/2025

  Hi ********, 

  We really apologize for the inconvenience again and are investigating as to why the subscription didn't get cancelled. 

  We have opened a new Support case 15315621 for this issue and also sent you an email via it for tracking. We will make sure to cancel your subscription and also process a refund for the past couple of months. 

  If you have any questions till then, please feel free to respond to the case or this complaint. 

  Thanks,
  Docusign Customer Service

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23211304
  
  I am rejecting this response because I have been trying to get the subscription cancelled since Feb 2025. I was given similar assurance in March and April that the issue will be handled. But not much has changed. I have screen shots of online attempts of cancellation. Happy to take this forward as my credit card continues to be charged without my consent. 
  

  please keep this complaint open until Docusign provides proof in writing that they have cancelled the subscription for good. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 05/21/2025

  Hi ********,

  In the previous case we had processed the refunds for the months of March and April but unfortunately due to an error on our side, the account downgrade request was not completely processed. We have now deligently checked our internal systems and can confirm that your account has been downgraded to a Free plan already and the subscription in our Billing system has been cancelled. We have also processed the refund for the month of May and as you have confirmed in the new case (********), you have already received a credit for it. 

  We apologize again for the inconvenience and want to assure you that this issue wouldn't happen again. 

  Best,
  Docusign Customer Service

  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.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:04/15/2025

  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.

  Bait and switch tactics I was paying a little more than $1,600 a year Got a call from a smooth sales guy, trying to talk me into uping our package, as we just expanded locations I thought it was a good idea.He told me it was $******** for the term, which was 2 years Well we are a year in and the charged my card again, I sent an email wondering why, well its turns our it was ******** PER YEAR!!!!!!!! Thats a crazy amount of money that if were ever laid out on the original phone call I would have NEVER agreed to Instead you buried it in the contract Absolutly disgusting tactics, I signed the agreement so I am on the hook I understand but I do not tolerate dirty bait and switch tactics.I will NEVER use your services again and will ensure everyone I know will never use your services.And if anyone I know trys to send me a DocuSign I will decline and demand paper services to ensure you no longer have my support

  Business Response

  Date: 04/15/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any inconvenience you have experienced. 
  
  We have escalated this matter internally and contacted your account team to address your situation promptly and work towards finding a resolution that meets your needs and expectations. They will be reaching out to you shortly to discuss your options and assist you further.
  
  We appreciate your patience and understanding as we work to resolve this matter. Your satisfaction is our priority, and we are committed to ensuring you have the best possible experience with our services.
  
  Thank you for your understanding.
  
  Best regards.
  
  DocuSign ****************

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23207418
  
  I am rejecting this response because:

  DocuSign reached out, with no solutions just excesses on how I didn't read the contract before I signed it.

  What was on the contract is not what was told on the phone, typical bait and switch. 

  I will follow through with the term as disgruntled customer, and run far away from this company as soon as possible 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 04/16/2025

  Hi *****,
  
  Thank you for your feedback. We understand your frustration and regret that you feel this way about your experience.
   
  I reached out to your account team internally and they have provided following clarification -
  
  "At the time of upgrading the account from web (April 15th, 2024), The account was sending close to 400 envelopes, and was going to expand the usage to the new store. We chatted a few times over the phone, and agreed on a 2-year plan, for 600 envelopes per year, as clearly stated in the Order Form (see attachment).
  
  Order form very clearly states in bold lettering "Grand Total: $8,929.44" with a term start and end date of April 15, 2024 - April 14, 2026.". 
  
  We assure you that we have acted in accordance with the agreed terms and have not engaged in any misleading practices. We value our customers and aim to provide the best possible service.
  
  Please let me know if you have any other questions, or if you need further clarification. 
  
  Thank you for your understanding.
  
  Best regards.
  
  DocuSign ****************

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23207418
  
  I am rejecting this response because I have stated my reasons in previous emails, also asked for someone to call me but you dont feel the need or want to call me.

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

• Initial Complaint

  Date:04/10/2025

  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 have an "eSignature Personal" account which gives me 5 envelopes per month. My 30 day billing cycle renews every month on the 29th. When my account renews on the 29th, no matter how many envelopes I have used in that 30 day cycle, my envelopes should reset/refill back to 5 envelopes. March 28, 2025 - I had only 2 envelopes remaining. March 29, 2025 - Billing cycle renews, my credit card was charged (Transaction P-32481791) my envelopes did NOT reset/refill back to 5 envelopes.March 29, 2025 - I still only had 2 envelopes remaining. (I was supposed to have 5 envelopes available).April 7 & 9, 2025 - I used my only 2 available envelopes.April 9, 2025 - my envelope balance was at 0 (ZERO). Docusign still owes me 3 envelopes for this billing cycle.April 9, 2025 - I created a case with Docusign "******** - Envelopes, Status: Open | Date created: 04/09/2025"."My account renewed on 3/29/2025. It should have refilled my envelopes to 5 envelopes. It did NOT refill. I used only 2 envelopes and now I have 0 (*ZERO*) envelopes remaining. This is not the first time this has happened. This is happening every month. I AM REQUESTING A PHONE CALL. at ###-###-####April 9, 2025 - during the AM hours I Requested a callback from a customer support. I received a popup message that I would receive a phone call within 3 hours. I NEVER received a phone call from Docusign on April 9, 2025.April 10, 2025 - Requested a 2nd callback at 10:45am (CST). April 10, 2025 - Still no phone call AND my recurring envelope issue has NOT been resolved.

  Business Response

  Date: 04/10/2025

  Hi *****,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I reviewed your account details internally. I can see that you are already actively working with our support team in case# ********. I have escalated this support case internally to expedite it. The support case has been assigned to a subject matter expert now. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  DocuSign Customer Service
  
  

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23187118
  
  I am rejecting this response because :

  A Docusign representative contacted me on 4/10/25 around11;00PM. He explained that my envelopes do NOT refill back to 5 envelopes on the 29th of every month when Docusign charges my credit card. As per the representative, my envelopes refill back to 5 envelopes on the 12th of every month. Well today is April 12, 2025 and my envelopes have NOT refilled back to 5 envelopes (see photo). This is issue that Docusign won't fix. EVERY month my envelopes "DO NOT REFILL AUTOMATICALLY" and I have to spend a lot of time creating a case and waiting for a phone call from customer support that never happens. I just want the service that I am paying for. Please fix the problem of "my envelopes will not refill automatically every month and the same date every month".  Thank you.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 04/14/2025

  Hi *****,
  
  Thank you for reaching out again and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
  
  I have reached out to our support team internally to look into it. Support will contact you directly from your open case ******** so please keep an eye out for support emails. Hope it helps.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:04/09/2025

  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.

  Complaint Against: DocuSign, Inc.Date of Incident: 04/07/2025 DocuSign Invoice: INV56275024 Case Number with DocuSign: ******** Nature of Complaint: Unauthorized Charges / Poor Customer Support I am filing this complaint due to a highly frustrating and unacceptable experience with DocuSign. I signed up for a plan to use their platform for a single project. At no point was I made aware that my use of the platform could result in overage fees, let alone charges totaling $842.00. There was no warning, notification, or explanation provided ahead of time indicating that I had exceeded any usage limits, or that I would be billed such a substantial amount.Upon discovering the charge, I immediately sought assistance through DocuSigns online support system and have submitted four separate call-back requestsall of which have been ignored. There is no viable customer service phone number to call, and the lack of response is entirely unacceptable for a company handling sensitive business transactions and ********** make matters worse, when I initially attempted to cancel my account shortly after signing up, I was convinced by a representative to stay and continue using the service. I feel misled, as it now appears that this was only a tactic to ensure I would be subjected to these excessive and unexpected charges.I am requesting the following resolution:A full refund of the $842.00 in overage charges.Immediate cancellation of my DocuSign account.A written acknowledgment from DocuSign confirming that I will not be billed further.This experience has caused me significant inconvenience and financial concern, and I believe it reflects an unethical billing practice and a serious failure in customer service. I hope the ******************** can assist in holding DocuSign accountable and facilitating a swift resolution.

  Business Response

  Date: 04/09/2025

  Hi *******,
  
  Thank you for reaching out regarding your concerns about the additional $842.40 charge on your account. We have thoroughly reviewed your account details and also the support case ******** that you have created for this issue. 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 108 extra envelopes over your allowed limit during the period from 03/07/2025 - 04/06/2025. The monthly envelope limits for all the plans are very clearly described in two different sections on our Plans and Pricing page at the time of sign up, i.e.-

  1. when you click on "Show All Features" for any plan on "Plans and Pricing" page under "eSignature core features", the "Send agreements for eSignature" is clearly listed, e.g. "Annual Plan: 100/user | Monthly Plan: 10/user " for "Business Pro" plans.
  2. Under "Docusign plans and pricing FAQ", more details about envelope limits can be found in answer to question "How many envelopes can I send for signatures each month or each year?". 
  

  You have written -

  > There was no warning, notification, or explanation provided ahead of time indicating that I had exceeded any usage limits

  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 -
  
  *************************************************************************************************************
  
  If you have sent more than the envelope allowance on your subscription plan, Docusign by default will charge you for additional envelopes used beyond your allowance in a Pay-As-You-Go manner (see "*************************************************************************************************************" for more information on Pay-As-You-Go fees). This ensures you can continue using Docusign eSignature without interruption to your business. Please see below article for more information -
  
  *******************************************************************************************************************************************************************************;
  
  Unfortunately the overage charges can't be refunded because the charges are valid and in accordance with our updated policies.
  
  We understand that this may not be the outcome you were hoping for; however, our decision remains final. 
  
  If you would like to downgrade or cancel the account you can do that using the self-service option as described in below article -
  
  **********************************************************************************************************************************
  
  Please let us know if you have any further questions or need any assistance with your account, we would be happy to help.
  
  Thanks for your understanding.
  
  Best regards,
  
  DocuSign Customer Service

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23181973
  
  DocuSigns response is unacceptable and avoids the core issue: I was charged $842.40 in overage fees without any direct warning or notice. While they point to fine print and in-app messages, they failed to send any clear, proactive alertsespecially by emailbefore billing my card for nearly $900.

  
  I attempted to cancel my account early on and was talked into staying by a DocuSign repwith no mention of envelope limits or potential overage charges. Since then, *** submitted four support requests for a callback, all ignored. Their self-service cancellation link is not customer service.

  
  This isnt just poor communicationits a predatory billing practice. I am requesting:
  1. A full refund of the $842.40;
  2. Immediate cancellation of my account;
  
  ********************** has chosen to lose a lifelong law firm clientsomeone who could have brought them years of businessrather than do the right thing in a clear-cut situation.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/14/2025

  Dear *******,
  
  Thank you for reaching out to us again regarding your concerns. We understand your frustration and appreciate the opportunity to address your complaint.
  
  Payments are taken when they become due as per the terms of service, and we do provide an invoice which documents the charges. The overage fees you incurred are outlined in the terms of service and are also communicated through Built-in product messages. Please refer to full terms and conditions at "*****************************************************************". When you sign up for a Docusign eSignature subscription plan, you agree to the Terms & Conditions and Privacy Notice for use of the Docusign service. 
  
  Regarding your attempt to cancel your account and the subsequent interactions with our representative, we apologize if there was any misunderstanding or lack of clarity about envelope limits and potential overage charges. We strive to ensure all our customers are fully informed about their account details and any associated fees.
  
  We regret that your support requests for a callback were not addressed in a timely manner. We are currently experiencing heavy case volume which is delaying our response in some cases. Our self-service cancellation link is designed to provide a fast and convenient way for customers to manage their accounts.
  
  While we cannot offer a refund for the overage fees, we can assist you with the immediate cancellation of your account if you still wish to proceed. I can see that you have an open case ******** with our support team for this same issue. Please let them know in the support case if you still wish to proceed with the immediate cancellation of your account and they will be able to help you with the cancellation of your account.
  
  Thanks for your understanding.
  
  Sincerely, 
  
  DocuSign ****************

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was gifting my Son an older vehicle and paid $1.99 for a bill of sale so that he could get his ********** over the insurance in his name. It was a short form. I had trouble & was helped. I noticed that immediately they had me on subscription. I wrote to cancel and I received a notice that it was cancelled on March 25, 2025. I received on my bank statement on April 1, that the charge was pending so I called only to be told I couldnt talk to billing that I had to reply by message. I did just that, sending where they had supposedly cancelled my account. I have tried numerous times calling and sending messages multiple times and gotten no response whatsoever. Im retired and $ ***** is a lot of money. This is a racket! I certainly would appreciate your assistance on this matter. Its wrong on how they take advantage of people.

  Business Response

  Date: 04/03/2025

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

  Checking the snapshot attached to this BBB complaint, I see that it's from an email sent to you from a company called "Documentify" (domain: "@***************"). This company isn't related to Docusign and doesn't appear to be a Docusign partner. You will need to contact this company on their support email address appearing in the email ************************* to discuss these charges, or you could possibly find other contact details on their website "************************".

  On the other hand, I looked up your email address ******************* in our internal system and can see that it is associated to a "Business Pro Trial - 30 Days" account that appears to be valid from April 2nd, 2025 to May 1st, 2025. During this period, as this is a trial account, ******************** will not charge you for any subscription fees. If you received any communication from Docusign, or from any other entity claiming that Docusign is charging you a subscription fees, please attach this email to your BBB complaint and we will be happy to review.

  We hope the above guidance is sufficiently helpful to resolve your issue.

  Best Regards,
  Docusign Customer Support

  Customer Answer

  Date: 04/03/2025

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