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:03/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not able to close my account with **********************. There is no place to do that online. All I can do is submit a request to which the company does not respond. All the while they continue to try to charge my card.

  Business Response

  Date: 03/26/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the inconvenience you've experienced while trying to close your Docusign account. Your feedback is important to us, and we are committed to resolving this issue promptly.
  
  Please follow the steps from below note to Cancel Your Subscription or Close your Docusign Account-
  
  **********************************************************************************************************************************
  
  Hope it helps.
  
  Thank you for your understanding and for being a valued customer.
  
  Best regards,
  
  ******************** Customer Service
  
  

• Initial Complaint

  Date:03/26/2025

  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.

  Hello BBB and DocuSign, I am writing this message as I am very much not happy about the product DocuSign provides and I am looking to get a reimbursment for the insane cost for services. I began using Docusign back in February and after I ran out of signages- I proceeded to purchase a bundle. It was back on Feb. 1, 2025 . It was for $124. 62. After using the service for just a few days I began to run into issues and tried to find a customer support team and there was not one to find. They had a number that I had to do major digging for and then when I called it said it was only available to paying customers- thats when I paid for the product but then it did not work. I continued to use the virtual assistance - which was hard to navigate and I could not even solve the challenge I had to create completely new documents for individuals to sign. Because of this I had to upgrade the account I was charged another $182.83 dollars to get more signages. There are so many frustrating attributes about this product and then I went to go get a refund for the total $307.45 and they said that I cannot get a refund as it is passed the 30 days- I have been in and out of hospitals for my mom for the past 3 weeks and finally had some time to sit down to cancel my account with ******************** and now they are saying I cannot receive a refund. This is not a high quality company or high caliber company. If a customer is not happy with services provided and has had trouble with the product they should be able to return it. It is just barely 9 days after the "30 day ***** period. " I asking the company to give me a full refund as this is not ok. Thank you and blessings and abundance

  Business Response

  Date: 03/26/2025

  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 can see that you have already logged a case 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.
  
  Thank you again for your patience, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  Docusign ****************

• Initial Complaint

  Date:03/26/2025

  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 account with ********************** #*********. I am being charged $45/month through my ****** account. I wasn't aware that the subscription was automatically renewing. The last ****** charge has a transaction ID of *****************, paid on 3/23/25 through my Golden1 account ending *****. I tried to go into my Account Settings in DocuSign and could not find anywhere in my profile where to go to do the cancelation. I am the administrator on the account, and all of the DocuSign help videos reference a control panel for some version of a manage subscription tool. I spent about the last hour trying to research this to no avail. So I figured out I should just open a case with DocuSign. Upon doing so, someone in their call center called me and proceed to inform me that he could not process the cancelation because he says my order is being run through my ****** account. He said I would need to get ****** to authorize the cancelation, but when I went into my Intuit account, I do not see anywhere to do this. It feels like this is a merry-go-round exercise by design, with the intent to frustrate customers into not canceling or postponing doing so. Can you please help? Seems to me the easy thing for them to do is just cancel on their end. I asked the person I spoke with on the phone if DocuSign and ****** are the same company, he said no, but he still could not help me. I then got a second callback from DocuSign and spoke to a lady who disconnected the line under a minute and never proceeded to call me back. This just happened. I have the email I sent to DocuSign earlier and can include it in this complaint, if needed.

  Business Response

  Date: 03/26/2025

  Hello *****,
  
  Thank you for raising this issue to Docusign customer support team through **********************.
  
  Upon investigating your account# ************* internally, we found the support case you filed this morning (March 26th) asking to cancel your monthly subscription of $45.

  Docusign support advised you through case# ******** that you need to contact Intuit, the reseller of your subscription, to make the necessary amendments to your account in order to cancel the recurring auto-renewal charges.

  On further checking your account, I see that you are listed as a user, not an eSign admin under a different email address which you used to file the support case. An active eSign admin exists on your account with an email address under domain "@**********", accordingly the existing eSign admin should be able to help you with closing, or downgrading your account to a Free subscription.

  We kindly request that you reach out directly to Intuit with your request. In the meantime, to help expedite the process I will ask customer support team to send an email to the listed eSign admin to have them contact you to discuss this matter.

  It is also important to note that your refund request could potentially be denied, as you have not contacted ****** to cancel your subscription plan, or terminate your account at least five business days before the end of your subscription term. This is something that you will have to discuss with Intuit.

  For more details about auto-renewals, please refer to section "4.4.2.  Renewals" of Docusign Terms and Conditions: *****************************************************************.

  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:03/20/2025

  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 have been trying to contact Doc u sign since Sept. no one calls back and they call at 3:00 am and they will not help. They dismissed their glitches and refused to help us. They refused to help us get in another yearly package deal. They gave egregious charges of $832 dollars when a yearly packages would only be $300. They wouldnt help us and kept charging our credit card and wouldnt see their error. We chose to stop business and get our credit card off their site as this is not how business normally run. Their customer service , Ruby and another man was absolutely rude and unhelpful. We would never trust them again and would want our well deserved refund. All trust is lost and would never want someone else to experience this

  Business Response

  Date: 03/20/2025

  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.
  
  Unfortunately I am not able to find any DocuSign account associated with the email address ********************* Please share the account number or correct email address associated with your DocuSign account and I will investigate it further and get back to you ASAP. Please refer-
  
  *****************************************************************************************************************************
  
  Best regards,
  
  DocuSign ****************

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23088796
  
  I am rejecting this response because:

  I am rejecting the response from Docusign because they requested more information in order to identify 

  our account.   Our account # is ******** belonging to S-R&R ************** of ***********, *** 

  The email:  ****************** was changed during this debacle due to consequences from the fallout.

  The email was changed to *********************************** are available by phone at **************

  or ************** from 9 AM to 9PM **************************************************setdir="false" dir="ltr" style="margin: 0px; padding: 0px; font-size: 16px; font-family: arial; font-stretch: inherit; border: 0px; line-height: inherit;">
  

  This whole issue need not  have occurred if standard **************** had been the company policy. 

  Here is the reality:

  1. It  was only possible to reach a human being by calling the *********************************setdir="false" dir="ltr" style="margin: 0px; padding: 0px; font-size: 16px; font-family: arial; font-stretch: inherit; border: 0px; line-height: inherit;">2. When transferred to Support, you were subjected to endless hoops and queues. 

  3. The Chat feature has only certain prompts, none of which can answer a customer's question.

  4. If our employees were able to find out the consequences of being "Out of Envelopes" we would have addressed the problem right away. 

  5. The supposed email that the company said was sent in July of 2024 that changed the terms of our contract never reached us.  

  6. The  Support Center announced proudly that they were "Fully Automated" which only meant that the human touch had been eradicated. 

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

  Business Response

  Date: 03/28/2025

  Dear ********,
  
  Thanks for providing the account information as requested. I reviewed your account details internally.  I can see that you are already actively working with our support team in case# ******** for this same issue.
  
  You have written in your complaint -
  
  > They gave egregious charges of $832 dollars when a yearly packages would only be $300.
  
  The charges that you have mentioned in your complaint are due to overage charges related to the below three invoices -
  
  Invoice Date: 12/17/2024
  Invoice #: INV53652442
  Total $121.80
  Overage Charge for 21 extra envelopes sent for period "11/17/2024-12/16/2024" @$5.80 per envelope.
  
  Invoice Date: 01/17/2025
  Invoice #: INV54437895
  Total $191.40
  Overage Charge for 33 extra envelopes sent for period "12/17/2024-01/16/2025" @$5.80 per envelope.
  
  Invoice Date: 02/17/2025
  Invoice #: INV55129707
  Total $220.40
  Overage Charge for 38 extra envelopes sent for period "01/17/2025-02/16/2025" @$5.80 per envelope.
  
  The above charges are the overage charges for sending extra envelopes over your allowed envelopes limit. Your Business Pro - Annual plan comes with a limit of 100 envelopes per year. 
  
  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 -
  
  *************************************************************************************************************
  
  This is not a change to existing Docusign policy - it was always there in our Terms of Use available on the Docusign website. Docusign digital plans always had envelope limits but they had not been strictly enforced in the past. However, beginning July 2024, customers exceeding their contractual allotment will be charged our standard per-envelope fee for each extra envelope sent.
  
  Please note that our pricing and policies are subject to periodic updates, and such changes are communicated through our standard notification channels, including our website and customer notices. Back in July'24 we did notify all our customers about these plan changes and overage charges. 
  
  On Feb 8, 2025 4:00 AM we have also sent an email with the subject "you've hit your subscriptions envelope limit." to ********************************* This email provided the options to help you manage your envelope needs for future. Please see the attached email for reference. 
  
  If you have send 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 aricle for more information -
  
  **************************************************************************************************************************************************************************
  
  Unfortunately the overage charges can't be refunded because the charges are valid and in accordance with our terms of service.

  If you want to change your plan from Business Pro-Annual to some other plan type then please refer following note which may help -

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

  We sincerely regret any frustration or inconvenience this situation may have caused. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  DocuSign Customer Service

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23088796
  
  I am rejecting this response because: 

  From: ************************* <*************************>
  

   

  
  

  Here is my response to Docusign's response of 3/28/25. Code # *************

  
  

  
  

  I am rejecting this response from Docusign because they failed to acknowledge the EGREGIOUS CUSTOMER SERVICE ISSUE that 

  I outlined in my first response. I am presenting more evidence for that grievance here.

  
  

  1. I have attached a screenshot of my ************** history which tells a story of its own.  In spite of the limitations that AI has 

  created in making everything look professional, the truth is between the lines. Case# ******** was created on 2/9/23. 

  There are no more cases.  I was called and it was fixed.  In contrast Case #******** of 9/24/24 was not resolved until 1/30/25.

  It took 4 months until someone finally called me during working hours, CDT. The agent admitted that the problem was internal and that 

  their support team had not resolved it yet. They were just fixing it for folks who complained.  

  
  

  2.  The difference in **************** that we were accustomed to from 2021 when we began was very obvious.  They started 

  enforcing the "Out of Envelopes" policy  in JULY 2024, and they quit servicing their customers at the same time.   

  
  

  Obviously, the company upper management philosophy had changed, and not for the better.   If we do no AT LEAST get some compensation for the 4 months where this problem was not resolved, my next letter will be addressed to ******** ********, Chief People Officer, Docusign Headquarters,

  ***************************************************. It will include all of the first two complaints, plus a history of the scare tactics that were used

  to get me to switch from the $300/yr plan to the $480. 

  
  

  Please do not insult me with another boilerplate reply. 

  
  

  ******** ****, COO

  S R&R Counseling, Inc

  
  

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

  Business Response

  Date: 03/30/2025

  Dear ********,
  
  Thank you for your detailed feedback and for providing additional evidence regarding your experience with Docusign's customer service. We sincerely apologize for any inconvenience you have encountered and appreciate the opportunity to address your concerns.
  
  In your last response you have written-
  
  > In contrast Case #******** of 9/24/24 was not resolved until 1/30/25.
  > It took 4 months until someone finally called me during working hours, CDT. 
  
  I investigated about case #******** and I can see that this case was opened on 24th September'24 and it was closed on 2nd October'24 due to no response from your side. You logged another new case ******** as continuation of the Case #******** on 20th October'24 and it was also closed on 7th November'24, within 2 weeks, after support provided you with a clear workaround/resolution for your problem in their last case update. I am not sure why you are saying that the issue was not resolved for 4 months until 1/30/25. 
  
  Our goal is to provide timely and effective support to all our customers, and we regret if we did not meet your expectations in some instance. While our support team strives to call customers during requested hours, there are times when they may be tied up with other urgent issues, which is the nature of the support job. We aim to balance our resources to address all customer concerns as promptly as possible.
  
  Regarding the "Out of Envelopes" policy enforced in July 2024, we acknowledge that changes in policy can impact customer experience. These changes are implemented to ensure the sustainability and quality of our services. We strive to communicate these changes clearly and provide support to help our customers adapt.
  
  While we understand your frustration, we must respectfully decline your request for any compensation . 
  
  We value your feedback and will use it to improve our services in future. If you have any further questions or require additional assistance, please do not hesitate to contact us. We are committed to ensuring your satisfaction and hope to continue serving you in the future.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Docusign ****************

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23088796
  
  I am rejecting this response because:

  From: "******** ****" <**************************************************************************************>
  Sent: 4/1/25 1:43 PM
  To: ******************************************************************************************************, "******************************************************************" <******************************************************************>
  Subject: Complaint 23088796

   

  Please load this response into the portal as a rejection of the response from Docusign of 3/31/2025.

   

  Complaint 23088796

   

  I am rejecting this response because I am directing my concerns to ******** ********, Chief People Officer, 

  Docusign Headquarters, ***********************************************. It is clear that all agents in 

  Customer Service and the ************** are rewarded for eliminating and silencing customers, rather than

  servicing them. If this philosophy is shared at the corporate level, than I will know that Docusign has become

  too big to actually qualify as a "Service" at all. My disappointment will be channeled in another direction. 

   

  ********

  ******** ****, Office Manager, Co-founder

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

• Initial Complaint

  Date:03/19/2025

  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.

  They auto charged my account despite attempts to cancel their service. **************** is hard to reach.I missed one call from them and they sent an email stating that my issue was resolved it isn't.I want my money back and the auto renewal stopped. I do not have access to the original email used to create the account.Please help.

  Business Response

  Date: 03/20/2025

  Hello ******,
  
  Thank you for raising this issue to Docusign customer support team through **********************.
  
  Upon investigating your account internally, we found that you raised several cases regarding this issue.

  Please find the cases breakdown below for reference:
  
  Case# ******** - You called Docusign Sales line on March 10th asking to close your account ************ that is linked to email address ******************** and stop auto-renewal. *** ***** from the Sales team created this support case on your behalf and I can see that Eldriz ****** from Dousing Support sent an email the next day (March 11th) to email address ********************, as the eSign account admin, asking for confirmation to close the account. This is a standard procedure, as only account admins can authorize account change requests. Because theres been no response, the case was systematically closed on March 18th.
  
  Case# ******** - You created this case by submitting a Docusign webform on March 14th reporting that you were charged for auto-renewal without your consent and that you no longer have access to the email (********************) associated to your account ************. You asked that someone from Docusign contact you on your personal phone number "************", or on your personal email *********************** I see that ******* from Dousing Support tried to call you the next day (March 15th), but as they were unable to reach you they sent an email to your personal email address referring you to the original case (********), then ******* closed this case as a duplicate, as the original case was still open. I get the oversight here, as ******* referred you to reply to the original case, however you clarified that you dont have access to the email address that Eldriz ****** reached out to you on. We apologize for this oversight and will make sure to provide the necessary coaching to the Support agent to avoid similar misses going forward.
  
  Case# ******** - You created this case by submitting a Docusign webform on March 15th as a follow-up on the previous 2 cases, but unfortunately as the original case ******** was still open Support closed this case as a duplicate. This is the second oversight by Docusign Support in addition to closing the case without replying to you, we apologize for this poor experience and will make sure to provide the necessary coaching to the Support agent to avoid similar misses going forward.
  
  Case# ******** - You created this case 12h ago (March 19th) as a follow-up on all your previous cases. This case is still open, but it has not been assigned to an available Support agent yet. Rest assured that we will escalate this case internally to Support Leadership, referring to your repeated requests in the previous cases and raising a flag on the identified misses by Support agents. We will also continue to monitor this case closely to ensure you receive a reach out by phone (************), or email ************************ from a subject matter expert soon.

  In the meantime, for any further inquiries I highly suggest that you work directly with the Docusign customer support team through your open case.
  
  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:03/19/2025

  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.

  On March 11, I contacted DocuSign after my client experienced issues completing a document. I followed up on the 12th, 13th, and 14th; DocuSign promised a call every day that never came. My client watched his phone for 4 days, waiting for a call that never happened creating frustration and damaging confidence in doing business with me.When DocuSign finally reached out, their *** falsely told my client I had incorrectly applied "optional" and "required" fields which was untrue. The document clearly instructed the signer to use "N/A" where applicable. Had DocuSign guided my client, they would have seen no error existed. Instead, they let my client believe the mistake was mine, wasting his time and creating the impression I caused him an ongoing, never-ending task.When I spoke with DocuSigns ***resentative **** *******, instead of helping resolve the issue, he shamed me for not having my client call in directly. I was stunned by his tone, especially since even I a paying customer cannot simply call ********************** for support. **** mis***resented my options and shifted blame onto me, despite the failure being entirely on DocuSigns end.I paid DocuSign upfront for a year of service running until May 2025. Given the damage to my business and the false information provided to both me and my client, I believe its reasonable to expect DocuSign to refund two months of that payment. This is the least they could do after damaging my professional ***utation and undermining my client relationship.This reflects a complete failure in customer service and product support. **********************'s actions have strained a business relationship I had carefully built over time. As a small business owner, I rely on secure and professional signing services to maintain client trust. DocuSign has recklessly compromised both.I expect a formal acknowledgment of this complaint and an explanation of why my client was misled. A refund for two months of my payment would reflect the damage caused.

  Business Response

  Date: 03/19/2025

  Dear *****,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience you and your client may have experienced. We understand how critical it is for your business to rely on secure and professional signing services, and we deeply regret that our support did not meet your expectations.
  
  We acknowledge the issues you faced, including the missed calls. We are committed to addressing these concerns and ensuring that such situations do not recur. After checking your account details internally I was able to found 4 different cases that you opened for the same issue in last one week, i.e. Case numbers ********, ********, ******** and ********. Regarding the multiple cases, please note that opening multiple cases for the same issue can complicate and delay the resolution process and should be avoided. We are going to consolidate your concerns into your latest open case ******** to streamline communication and expedite support. All other support cases will be closed to avoid the confusion.
  
  We will review the interactions you had with our support representative so far to understand the specifics of the conversation and to ensure that our team provides accurate and respectful support in the future.  We apologize if the tone and guidance provided were not up to our standards. We will mentor and coach the support **** concerned for the future.
  
  Given the impact on your business and the relationship with your client, we are considering your request for a refund of two months of your remaining subscription period but that will be subject to the approval by our Finance team. We will provide a formal acknowledgment of your complaint and a detailed explanation of the situation involving your client through your open case ********.
  
  Our support team will review this request as a priority. Support will coordinate with you directly by email and Phone call from case ********. Please keep an eye out for support emails and respond to them **** if they request any additional information. Hope it helps.
  
  Thank you for your patience and understanding. We value your business and are committed to restoring your confidence in our services.
  
  Sincerely,
  
  DocuSign ****************

• Initial Complaint

  Date:03/18/2025

  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.

  Docusign no longer has a live person to talk to in customer service. I left a messages twice on chat.I wanted to cancel one of my two accounts, ********************************* and have some measure of accountability for payments. Different sums of money is taken from my checking, all the time with no statements. In the last year over $500 was taken from my checking. I have no recourse. How many others is this happening to?See ************ statement #9 account, 10/18, debit to docusign for $236. Every month since then $90 has been debited on the 21st of each month.If I want to modify or close my accounts, there is no way to do it.

  Business Response

  Date: 03/18/2025

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

  To ensure your issue will be handled by a subject matter expert in our ******************* I created case# 15036178 on your behalf linking it to the active account associated with your email address in question ********************************** and will escalate it internally to make sure it is prioritized.

  Best Regards,
  Docusign Customer Support

• Initial Complaint

  Date:03/17/2025

  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 signed up for a plan w/ Docusign for my new business - I chose a higher plan (which was $45/mo) in order to do what I needed. In looking on their site - it appeared to be perfect for me - it was not clear that you are limited to 'sends' in the plan until you click down into another menu. I went based of their info listed (which is what I attached to this complaint). *Note that the cheapest plan DOES clarify how many 'sends' - which is why I opted for a more expensive option. I utilized extra 'sends' not knowing I would be charged for each one. I then got a charge on my bank statement for $286.20 -- in addition to their plan cost of $45. I tried to call - but you have to submit a ticket. It said I would hear back within 3 hours - but it was 3 days before I heard back. I requested a call - and again, no call ... they emailed. I again requested a call and finally got one 10 days later! **** informed that he could not refund the charge. I requested a supervisor - he declined, but then finally said he would have one call me after I told him to cancel my account. It's been 2 hours - and no call, but he again sent an email saying that he was advised by his team that they would not refund the charges as a one-time courtesy. They have now lost a client for life! They misrepresented their plans, hiding pertinent details - and then did not follow through with customer service requests. What a scam - and a terrible company! 10/10 DO NOT RECOMMEND DOCUSIGN - EVER!

  Business Response

  Date: 03/17/2025

  Dear *****,
  
  Thank you for reaching out to us and sharing your concerns regarding your recent experience with Docusign. We apologize for any frustration or inconvenience you have encountered.
  
  We understand that you signed up for a higher plan at $45 per month and were not aware of the limitations on the number of sends included in the plan. We strive to provide clear and transparent information about our plans and services in our website and documentation to ensure that all pertinent details are easily accessible and clearly communicated. To your concerns about envelope allowance not being clear on Docusign website; I wanted to note that on the Plans and Pricing page, envelope limits are clearly described in two different sections:
  
  1. If you click on "Show All Features" for any plan on "Plans and Pricing", under "eSignature core features", the "Send agreements for eSignature" is clearly listed as "Annual Plan: 100/user | Monthly Plan: 10/user " for "Standard" 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?". Please find below the information relevant to your account:
  
  "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 seat 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 seat per year."
  
  The additional charge of $286.20 that you are referring to in your complaint is the overage charge related to sending 53 extra envelopes over your allowed monthly envelopes limit. Your monthly plan comes with a limit of 10 envelopes. It seems you had sent 53 extra envelopes over your allowed limit during the period from 02/04/2025 - 03/03/2025.
  
  As per the terms and conditions which you agreed to upon subscribing to our service these overage charges are valid. Please refer ***************************************************************** -
  
  "4.4.4.  Overages.  We may charge overage fees for use or access of the Docusign Service when your use and/or access exceeds entitlement units purchased with your Subscription Plan. For any usage-based Subscription Plan you purchase, you will be invoiced on a monthly basis for any usage over the purchased entitlement units (Overage), if any, incurred during the preceding month.".
  
  Please also refer -
  
  *************************************************************************************************************
  
  Unfortunately the overage charges can't be refunded because the charges are valid and in accordance with our updated policies.
  
  Regarding your feedback on your support experience please note the support team aims to respond to inquiries promptly in the priority order, and we regret that there was a delay in addressing your ticket. We are committed to improving our response times and ensuring that our customers receive timely and effective support. We apologize for any inconvenience this may cause and appreciate your understanding. 
  
  We regret that this experience has led to your decision to cancel your account and no longer use our services. Your feedback is valuable to us.
  
  If you have any further questions or concerns, please do not hesitate to reach out.
  
  Sincerely,
  
  Docusign *****************

• Initial Complaint

  Date:03/17/2025

  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.

  Date of Transaction: March 3, 2025 Amount Paid: $45 Business Commitment: DocuSign committed to providing a subscription service for electronic signatures.Nature of the Dispute: I requested a full refund for the $45 charge made to my credit card after receiving an email confirming the cancellation of my subscription. Despite the cancellation confirmation, the charge was still processed, leading to my request for a ************ Correspondences:February 27, 2025: I received an email from DocuSign confirming the processing of my subscription cancellation.March 3, 2025: I sent an email to DocuSign's support team requesting an immediate refund for the $45 charge made to my credit card.March 3, 2025: I followed up with another email to DocuSign's support team, reiterating my request for a refund.March 12, 2025: I received a response from DocuSign's support team, stating that the downgrade to a free plan was processed, but no refund was applicable for this case. They assured me that there would be no further charges to my account unless I chose a new ********** Calls:March 3, 2025: I called DocuSign to request a full refund for the $45 charge.March 5, 2025: I placed a follow-up call to DocuSign, reiterating my request for a full refund.Resolution Attempts: DocuSign's support team acknowledged my request but did not issue a refund for the subscription charge.Additional Actions: I called my Business credit card company **** to file a dispute regarding this charge this morning. I am now reporting this incident to the Better Business Bureau (BBB) to ensure proper resolution.Additional Information to Include:Account ID: #********* Case Number: ******** Customer Support Contact: ******* from ********************** Customer Support Email Address for Correspondence: ***********************************************

  Business Response

  Date: 03/17/2025

  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. 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 for your understanding.
  
  Sincerely,
  
  DocuSign ****************

  Customer Answer

  Date: 03/18/2025

  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:03/16/2025

  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 signed up for DocuSign for one year subscription. After the year, I decided to move on from DocuSign and use another company. On the day of March 6th when my subscription ended I ended, I noticed there was a charge of $480 from DocuSign. I immediately called, did not receive a call back. I realize that DocuSign had automatically sign me up for another year old subscription that I already canceled. On their site I canceled again on the exact same day never using their services for the new year. However, I immediately filed for a refund of my $480 for the new year that I never signed up for, after a length time I was contacted by email, to provide DocuSign with authorization to refund me and also if I decide to have my refund return to the car that was on file. I replied yes to all. I was then contacted by DocuSign that my refund was denied because of their refund policy. I am not asking for a refund I want my money back because I did not use their product and I canceled on the same day that they took my money out of my account. I noticed ********************** using the same reply letter to everybody apologizing and saying they understand the situation, I don't want a AI written letter I want my money back that they should have never take it out of my account for a year of service that I did not sign up for. I know what is going to happen next they are going to reply to this notice to say that they have to have upper manager review this account this is a strategy to find a way to not return or refund customer's money. I'm asking the ******************** to please help me get back my money that they should have never taken for service that I had not used or as to have

  Business Response

  Date: 03/17/2025

  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. 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 ****************