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 1000 San Francisco, CA 94105-1925

• 

  DocuSign, Inc.

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

• 

  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:07/17/2024

  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.

  Account Executive wrongfully upgraded our individual account to a commercial account when it was expressed that we did not need it. They charged the credit card on our individual account after we mentioned we DO NOT want the commercial account. Tried to deal with DocuSign directly (spoke to account executive, support center staff & the regional **) no one will help us resolve this issue. I wanted to switch it back to an individual account and have the money refunded, but after the way I was treated by the account executive and the *** I would like to delete my DocuSign account all together and receive the refund that was asked for to begin with. The ** doesn't know their own terms and conditions: "You may terminate your Account at any time upon ten (10) days advance written notice to DocuSign". And they are not complying with their own terms and conditions.

  Business Response

  Date: 07/22/2024

  Dear *****,
  
  Thank you for reaching out. We deeply apologize for the inconvenience and frustration you have encountered. I will try my best to help you with your request.
  
  Based on the information you have provided I checked your DocuSign account internally and all the activity that has happened in this account in last few months. I also got in touch with your account team. They have confirmed that you agreed to the commercial account and signed a corporate agreement on June 14th, 2024. 
  
  Please note that the cooling off period clause  that you have highlighted in your BBB complaint from our Terms and Conditions relates to web accounts only. Unfortunately there is no cooling-off period with Corporate plans. Here is the corporate MSA "***********************************************************************". As you can see from Corporate MSA, it doesn't indicate nor mention any cooling-off period.
  
  You account team has also informed me that your account was in overages and required multiple user licenses to accommodate your usage needs. You would have been billed for additional usage if you remained on the web account. The account executive did what was best for your account in these circumstances and moved you to a corporate plan that fits your needs. The old contract (5 users) was significantly more expensive than the one-user license ($480 billed annually) that you have now. The order form clearly outlines the products you have now and the pricing as well.
  
  Please note that the product you have purchased meets and accomplishes its intended use for the business. It is the responsibility of the client to review anything before they sign to confirm what they are getting is in alignment with what they are requesting. It is really out of our hands at this point, however, we will continue to support you throughout your contract term as best we can. 
  
  Thank you for your understanding and patience.
  
  Best regards,
  
  DocuSign Customer Service 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22003802
  
  I am rejecting this response because:

  You continue to put wrong information in every response I've gotten from DocuSign. This response has the terms and conditions of accounts in the ** but my account is in ****** and the Canadian Terms and conditions show the specific line: You may terminate your Account at any time upon ten (10) days advance written notice to DocuSign. This does not specify to web accounts verses corporate accounts which means it applies to any DocuSign account. 

  We have had this account for years and we have never required multiple user licenses. We recently went over envelopes which is where you guys found your opening to con us into this corporate account that we didn't need. We needed more envelopes, which is what an online rep told us to get. Why did the online rep have our best interest at heart, but your corporate side is wrongfully upgrading accounts after being asked not to???? The product does not meet the need. The account executive and the ** of Canada only care about commission and not what the customer needs. Really bad business ethics and even worse customer service. 

  You can support us by abiding to your own terms and conditions - returning our account back to the web account and issuing us the refund. 

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

  Business Response

  Date: 07/24/2024

  Hi *****,
  
  Thanks for your response. I discussed your feedback internally with your account team. I was told by your account team that ***********************, Regional Vice ***************** had already taken the time to speak with you and to provide clarity on your perspective of the chain of events that led us to this situation. What you keep referring to as terms and conditions in your response is associated with our Web Plans and not applicable to our Corporate Plans MSA. Here is the corporate MSA "*********************************************************************" and it is applicable globally including ******. As you can see from Corporate MSA, it doesn't indicate nor mention any cooling-off period. This was also confirmed to you by **** during your phone conversation with him that we do not offer a cooling-off period for our corporate plans.  
  
  It seems you both also reviewed the following chain of events. *************************** (Account Executive) reached out to you regarding your account going into overages and shared with you the benefits of the corporate plan. You both discussed a prorated credit for your existing web plan to be applied to the new contract. ****** had offered to jump on a phone call to review the proposal which you refused and said you would like to proceed. *************************** from your organization then received the order form to sign, which we assumed he would review with you before committing to the new program. New Corporate plan became effective from 13 June, 2024. You have been using the application and it has been fulfilling its technological requirements for your organization. Based on this summary there is no basis for termination of contract and providing any refund. 
  
  We value you as a client and will continue to support you during your contract term. If you so choose to not continue this partnership, you can do so upon renewal.
  
  Thank you for your understanding and patience.
  
  Best regards,
  
  DocuSign Customer Service 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22003802
  
  I am rejecting this response because:
  

  You continue to reference things that did not happen. I did NOT refuse a meeting with ******; I told him to call me if it was necessary. All I needed was a price breakdown from ****** before the contract was sent out (which he did not provide to me AT ALL). I don't know how you think this is ethical. Both ****** and **** treated me very poorly, again not sure why you're standing behind employees who degrade people and bully them into things they don't need. 

  I had two Zoom calls with **** and both times he had no idea what he was talking about so even if I were to have a call with ****** would I be getting the right information? I've gotten conflicting information from everyone at DocuSign and it is actually embarrassing as a VP to have to reschedule a meeting to "review our terms and conditions" just to have another meeting and he still didn't know the Terms and Conditions.

  All I want is to cancel the contract now because there are plenty of other similar businesses to DocuSign and I would prefer to use them. 

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

• Initial Complaint

  Date:07/15/2024

  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.

  My subscription is for a yearly plan, C$300/year + taxes, C$336, with a mandatory auto-billing on March 17 each year. On March 17, 2024 Docusign charged my credit card for C$360 + taxes, total $403.20. I checked my account a few days before to make sure there are no changes, still today my account shows my subscription is C$300/year.I haven't been able to solve this with the support department, the manager is not taking my calls.This is very unethical and dishonest. I want a billing adjustment. Thank you.

  Business Response

  Date: 07/15/2024

  Hi *******,
  
  Hope you are well. Thanks for bringing this to our attention. I will do my best to help you with this issue.
  
  I've checked your account details here and it seems you are on "eSignature real estate" plan. The reason why you were charged CAD ****** at last renewal on 3/17/2024 was due to price increase. Your latest invoice clearly shows the breakup of this amount $****** which includes $360 plan fee and $43.20 local taxes.  
  
  It is clearly stated in our terms and conditions that Docusign reserves the right to change the prices for or alter the features and options in a particular Subscription Plan without prior notice. You can refer to terms and conditions using the below link -
  
  ***********************************************************************
  
  Please refer to below section in terms and conditions -
  
  "7.2       Payment Terms.
  
  7.2.1    Subscription Plan. The prices, features, and options of the DocuSign Services depend on the Subscription Plan selected as well as any changes instigated by Customer. ********************** does not represent or warrant that a particular Subscription Plan will be offered indefinitely and reserves the right to change the prices for or alter the features and options in a particular Subscription Plan without prior notice.".
  
  The information in the Plan and Billing page that you are seeing does not update to the new pricing. This is a known UI issue that our engineering team is aware of and has stated that they will not fix as they intend to eventually replace the entire page with something new very soon. Hope it clarifies.
  
  Please let me know if you have any questions.
  
  Thanks.
  
  DocuSign Customer Service 
  
  

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21993004
  
  I am rejecting this response because: The invoice didn't show any amount, attached. The amount showed on the RECEIPT only AFTER my credit card was charged. So there was no way for me to know that Docusign is going to charge me a higher amount than what is still stated on my account. ******************** decided to increase their prices months ago, I would assume that their technical department would have found a way by now to correct the amount on subscribers' accounts. I find their billing very misleading, customers deserve transparency.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/19/2024

  Hi *******,
  
  Thanks for you response. I will try my best to help you with your concerns.
  
  Upon checking internally I have noted that you have been working for this same issue with our support team which handles such requests through case ********. I have internally escalated this case and requested for a manager to review your refund request. Please note that any refund request will be considered by the support manager in line with our published terms and conditions and you will be notified about the next steps by email updates from the case ********. Please continue to keep an eye on any emails from our support team and engage with them directly if they request any information from you. Hope it helps.
  
  Best regards.
  
  DocuSign ****************

• Initial Complaint

  Date:07/10/2024

  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.

  My renewal date was July 10th. I canceled on July 10th but they wont refund the auto billing. They said they reached out at least 3 times about renewal per their policy. I received none of those contacts.

  Business Response

  Date: 07/10/2024

  Dear *****,
  
  Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced.
  
  Regarding your concern, we understand that you canceled your subscription on July 10th, which is also your renewal date. Our policy indicates that we send out multiple notifications regarding the upcoming renewal. We regret to hear that you did not receive any of these notifications.
  
  I checked internally and noticed that you have reached out to our support team in case ********. I have escalated this support case internally and asked them to review it again. They are reviewing your account and the possibility of issuing a refund for the recent charge. You will be kept informed about the outcome through email updates from the case ********. Please continue to engage with our support team and hopefully we can find a resolution for this issue soon.
  
  We appreciate your patience and understanding in this matter. If you have any further questions or require immediate assistance, please do not hesitate to contact our customer service team.
  
  Thank you for your understanding.
  
  Best regards,
  
  DocuSign Customer Service 

• Initial Complaint

  Date:07/09/2024

  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 am filing a complaint against DocuSign for the challenges we faced with their training process and communication delays. Inconsistent training, prolonged response times, and lack of support have hindered our ability to effectively use the services we paid for. Our team faced confusion due to different trainers and delays when our initial trainer went on maternity leave. It took six months to go live with the product. Despite our efforts to address issues and request a contract extension, we received dismissive responses. DocuSign's delayed responses and lack of timely communication have further frustrated us. We are not seeking a refund but requesting a six-month contract extension to fully utilize the services. The term should be 1 year from date of onboarding, not from date of contract signing. Your assistance in facilitating a resolution with DocuSign is appreciated.

  Business Response

  Date: 07/16/2024

  Hi *****,

  Thank you for reporting your experience and we apologize for any inconvenience caused to you. As conveyed by your Accounts team today, we've decided to offer a credit that equates to the 6 month extension. Our Billing team will be following up with you soon to discuss how the credit should be applied to your account. 

  Thank you for continuing to chose Docusign. Please let us know if you have any further questions. 

  Best,
  Docusign Customer Service

  Customer Answer

  Date: 07/16/2024

  Dear Docusign Customer Service,

  
  I would like to express my gratitude for promptly addressing my concerns. Your swift response is truly appreciated, and we are eager to continue our partnership by renewing our contract in December. We are pleased with the excellent Docusign product and are delighted that we together have progressed positively following a ***** onboarding process.

  
  Warm regards,
  ************************
  

  
  

• Initial Complaint

  Date:07/08/2024

  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.

  We requested that our account be canceled. They did not comply. We responded to multiple emails asking us to confirm the cancellation, and we complied. After they went through various confirmations for their account, they still did not cancel it.

  Business Response

  Date: 07/15/2024

  Hi ******, 
  
  I apologize for the inconvenience in trying to cancel your subscription before it renewed. There was a system issue that prevented our automated process from letting you do it, followed by human error in manually processing, but in the end your account was canceled and you were not charged for the renewal. 
  
  Again, sorry for any frustration this has caused. 
  
  Best,
  Docusign Customer Support
  
  

  Customer Answer

  Date: 07/16/2024

  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:07/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction on acct ********* is 07/03/2024.The amount requesting back $240.00 service is document signatures on line.I requested to discontinue service and refund today. Also requested to speak w manager and was denied.Service rep ***** says they do not make any refunds.

  Business Response

  Date: 07/03/2024

  Dear *****,
  
  Thank you for reaching out to us regarding the transaction on your account *********** dated 07/03/2024 for the amount of $240.00 related to your DocuSign for REALTORS-Seats renewal.
  
  Firstly, I apologize for any inconvenience and frustration you may have experienced. We strive to ensure our customers are satisfied with our services.
  
  I understand that you requested to discontinue the service and seek a refund, as well as to speak with a manager but were informed by our service representative, ****, that refunds are not typically issued. I was able to locate the support case ******** in relation to the interaction you had with our support person **** earlier today. I have escalated this case ******** internally and I have requested one of the supervisors to review your refund request and see if anything can be done from our end. I am not promising anything as any applicable refunds will only be processed in line with the publicly available DocuSign's refund policies. You will be contacted by our support team with an outcome directly through case updates regarding this so please keep any eye out for that. 
  
  Please let us know if you have any further questions on this.
  
  Best regards,
  
  DocuSign **************** Services

• Initial Complaint

  Date:07/02/2024

  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.

  My account was set to auto-renew without my knowledge. A couple days after noticing that DocuSign had billed my credit card for 12 months of additional service, I attempted to contact the company to address the issue and request a refund. I quickly realized that DocuSign makes it extremely difficult to cancel the service and request a refund. The steps were confusing and almost impossible to find on their website. Eventually, I discovered a video that outlined the exact steps to cancel the service and request a refund.Following the video instructions, I canceled my service and opened a support case (Case Number: ********) to request a refund. A few days later, a customer support representative asked for my email, account details, billing address, and the last four digits of my credit card to process the refund. However, a few hours later, I received a follow-up email stating that DocuSign does not issue refunds and that I should enjoy my next 12 months of service.

  Business Response

  Date: 07/03/2024

  Hi ***,
  
  Thanks for bringing this to our attention. I will do my best to help you with this request.
  
  I reviewed the support case ******** that you have logged for this issue. The latest update in the case today seems to indicate that after discussing your refund request with the manager, we've made an exception and agreed to process your refund as a one-time courtesy. 
  
  Support wants to clarify and confirm few things which are mentioned in the latest email to you sent today by our support team. Please respond to support's email ASAP with your feedback so the request can be completed. Please continue to follow-up on the issue with our support team in case# ******** if you have any questions or comments about this. Hope it helps.
  
  Best regards.
  
  DocuSign **************** Services

• Initial Complaint

  Date:06/29/2024

  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.

  Purchased Businesses Pro Plan. On the pricing page it says the lowest plan has five envelopes, but the other plans have a tick, effectively meaning they should be unlimited. The issue arises that they write three quarters of the way through one of the middle faqs on that page that there is a 100 envelope limit per year, effectively charging $5 per sent envelope, greatly increasing the costs required to send out an envelope. This was initially obscured until 100 envelope limit was hit.

  Business Response

  Date: 07/01/2024

  Dear ****,
  
  Thank you for bringing this to our attention. We apologize for any confusion and inconvenience caused by the information on our pricing page. We value transparency and customer satisfaction, and we regret any frustration this may have caused. 
  
  We understand that you were not able to easily find the Businesses Pro Plan's envelope limit. While the pricing page indicates that our higher-tier plans include envelopes, it is indeed mentioned in the *** section that there is a 100-envelope limit per year. 
  
  In the "Docusign plans & pricing ***" section which is just below the "Choose Your Plan" section it is clearly mentioned in this *** "How many envelopes can I send for signatures each month or year?"-
  
  "eSignature Standard and Business Pro
  We believe that send volume (i.e., number of envelopes sent for signature) should not be a deciding factor in selecting your eSignature provider, and we understand that you may not know how many envelopes youll need to send for signature in your first year with Docusign. Based on historical usage of our existing customer base, we know that 100 envelopes per user per year far exceeds the needs of most customers. Therefore, Standard and Business Pro annual plans include an allowance of up to 100 sent envelopes per user per year. Monthly plans include an allowance of up to 10 sent envelopes per user per month. Once an envelope is sent, it will count toward this allowance whether or not the envelope is signed or completed. You will be able to correct an envelope in flight before completion without having it count toward the plan allowance. The number of envelopes sent for signature using PowerForms or Bulk Send will also count toward this allowance. Should you need more envelopes than the allowance on your plan, you can purchase additional envelopes by logging in to your account and going to the Plans and Billing section of the Settings tab. There, you can purchase and start sending additional envelopes immediately.".

  Hope it clarifies. If you have any questions, our sales team can also help consult on the best plan to meet your needs.
  
  Please let us know if you need any further information on this.
  
  Thanks.
  
  DocuSign Customer Support Team

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21919096
  
  I am rejecting this response because:

  Thank you for your prompt response and for clarifying the details regarding the envelope limits for the Business Pro Plan.

  
  While I appreciate your explanation, my concern remains that the critical information about the 100-envelope limit per year is not prominently displayed on the pricing page. The checkmark suggesting unlimited envelopes is misleading and could be interpreted as such by many customers.

  This discrepancy between the prominently displayed information and the details buried in the *** section has led to confusion and unmet expectations on my part.

  
  Due to this misleading information, I have incurred unexpected costs. Therefore, I am requesting a refund for the Business Pro Plan. I believe it is only fair to receive a refund given that the plan's limitations were not clearly communicated at the time of purchase.

  
  Please process this refund at your earliest convenience and let me know if there are any additional details you require from me to facilitate this process.

  
  Thank you for your understanding and cooperation. I look forward to your positive response.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/03/2024

  Hi ****,
  
  Thanks for your feedback. 
  
  Upon checking internally I can see that you have already reached out to our support team which deals with these type of issue through support case# ********. I will escalate this support case internally and will request for it to be reviewed by a supervisor to see what can be done from our end to come to a resolution for this issue. Please note that I am not promising any refund. This will be subjected to review by our relevant support team in line with the publicly documented Docusign's refund policies.   You will be notified about the outcome and any next steps through an email update by our support team. Please continue to follow-up on the issue with our support team in case# ******** if you have any questions or comments about this. 
  
  Best regards.
  
  DocuSign Customer Support Services
  
  

• Initial Complaint

  Date:06/28/2024

  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.

  Yeah, these are some crooks. Its been over a month since I started disputing the fact I never used a free trial because I DIDNT sign up for one. My work email is what I used AFTER they claimed I can get a free trial. It never worked. Ive called, chatted, & emailed several inexperienced poor customer service experts who keep giving me the run around. They refuse to let me talk to a supervisor or have one call me back as requested. They literally have two different email addresses of mine because they asked for it to troubleshoot & apparently signed me up for something I didnt ask for as I cannot use either for a free trial. Then their so called tech support gave me a reference number that NO ONE recognizes although they KEEP emailing me with the reference number in the subject line. They keep saying theyll handle the issue. I hope they get caught for these fraudulent acts ASSP.. Seems to be a trend going on here. Please do something about this & DO NOT fall for their fake responses. THEY ARE DOING NOTHING BUT duping FOLKS & doing something fishy with folks email addresses. BBB, please follow the pattern & help us out. Thanks,

  Business Response

  Date: 07/01/2024

  Dear ***,
  
  Thank you for bringing this to our attention. We deeply regret the frustration and inconvenience you've experienced. Your feedback is important to us, and we are committed to resolving this issue promptly.
  
  Firstly, we apologize for any confusion regarding the free trial and for the inadequate support you received. This is not the standard of service we strive to provide, and we are taking your concerns very seriously. Upon checking our internal systems I was able to locate the support case ******** that you have logged with our support team.  I have reviewed the support case and I can see that case is assigned to the right support team which deals with this kind of issues. I have escalated the support case internally and requested for this case to be assigned to a subject matter expert. I have specifically requested them to call you during your business hours and work with you to resolve this issue promptly to your satisfaction. Hope it helps.
  
  Please let us know if you have any further questions on this.
  
  Thanks.
  
  DocuSign Customer Support Team

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Docusign is misleading their customers when I sign up for annual plan. Under the annual plan has no information about how much of their service I can use. You need to go faqs page to find out how much of their service I can use. I paid $318 for annual plan which had 0 information under the description of the plan about how many times I can send an envelope and found out after a month my limit was full

  Business Response

  Date: 06/25/2024

  Hi Efe, 
  
  I apologize for the inconvenience. Our Reasonable Use policy does indicate that each seat can send 100 envelopes, and if you need to purchase more envelopes due to consumption, you can add them at a prorated cost based on the time left in your billing term. The number of envelopes is also shown on your dashboard, showing how many sends you are allotted and how many youve used. 
  
  As you indicate that you have disputed the charge with Amex or intend on doing so, this matter can no longer be resolved via our support team and will instead be handled via our billing department. 
  
  Best,
  *****