Dissappointed with Refund Policy and Customer Service

I am extremely disappointed with the lack of customer service and this “make a case” process that does not work well. When I started with DocuSign, I was told it would be mobile phone and tablet friendly. It is not in my experience so far. I tried to appeal the refund policy as we paid for the whole year and would to cancel after only using it for 5 months. I am so disturbed by the person I spoke to on the phone, named “Charlie” from sales. I called Sales because it was the only way to speak to an actual person. I submitted 3 cases on the same issue and have not received a single call back after I provided the number. I got an email that says “we can’t help you,” but they will take my business’s money. DocuSign please take responsibility for false advertising and for poor customer service. I'm sure not every employee that works for Docusign is like “Charlie,” but because of him, it has worsened my experience. I would like a refund for the months I was used