Doing spreadsheets this year for 2024 taxes, and there it is...again. $325.00 charge from DOCUSIGN. I haven’t used Docusign in over 3 years and downgraded both my account years ago to free versions. There is NO help in cancelling an account. The entire process is circular and frustrating, meaning the end-user keeps ending up at the same place with error codes (when trying to login) and non-functional webpages.
I’ve requested Docusign to cancel my account previously. Nothing. No messages, and no notifications. I’m not even being notified of annual billing by email. There’s no receipts or invoices. Users are being charged with ZERO recourse.
When I log into my account it says “FREEMIUM” as the version and yet I’m still being charged.
I’ve even changed my debit card information, and somehow DOCUSIGN is still getting around this and charging. This is downright criminal and grounds for a class-action lawsuit.
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Hello @chatwithmatt,
Thank you for reaching out, and welcome to the Docusign Community!
Your concerns are very important to us. However, due to the sensitive nature of billing issues, we cannot address them in this public forum. To create a case without logging into your account, please select “I can’t access my account” at the bottom of the page and provide complete details of the issue including the details of the charges (Last four of card billed, Date of charge: Last charge, Amount of charge and the Account number and email of the account) in the Case description,
I hope you find this helpful. If you believe this response effectively addresses your question, please click “Select as Best” to help other users with similar questions, locate it more easily. Should you require any additional assistance, feel free to reach out. Thank you!
Best regards,
Jenny | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
Hello @chatwithmatt,
I hope you are doing well. If you found my response to be a useful solution to your question, could you please click the "Best Answer ✅" button at the bottom of the post? It helps other community members who might have similar questions. If you require additional assistance, feel free to let me know, and I will gladly help you address the situation as soon as possible.
Best regards,
Jenny | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
Hi Matt, I am in the same boat. I was charged from April to October 2025 after canceling my subscription in March 2025. I have been working with support trying to get a refund. I have all of my correspondence and assurance from customer service that I would b refunded and that a glitch in their system kept the cancellation from processing. Today I get a message that my case has been closed because I didn't respond if there was anything else I needed. even though I have several messages to customer support that I am still waiting for the refund.
Mind boggling that they can run a company this way.
I keep searching for a class action lawsuit to join. I have water so much time dealing with this.
Hello @JG Frustrated,
We sincerely regret to hear about your disappointing experience with our service and support team. Your concerns about our service process and interactions with our team are taken seriously, and we appreciate you bringing them to our attention.
To better assist you, can you please send me a private message and provide the case number of the support request you created? This will help us investigate your situation more effectively and ensure that we address your concerns promptly.
You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.
You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.
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