Charged $300 remaining balance after cancelling — requesting goodwill refund

Question

Hi, hoping a moderator can help with a billing issue. Account: Clayton Owens, c***@******n.com, Account ID ******8285 (now on Free plan).

Aug 11, 2026: subscribed to eSignature Standard, presented as $30/month billed monthly (Amex ending 1004). Sep 11: charged $30 again. Sep 15: cancelled — confirmation said the subscription would end Oct 10 and switch to Free. Oct 10: charged $300.

I understand this was the remaining balance on an annual-billed-monthly plan. I'm asking for a goodwill refund: the plan was presented as a monthly subscription, I cancelled in good faith before the charge, the account is Free, and I haven't used the paid service since cancelling. In-app chat confirmed my Free status but couldn't connect me to live support, and email cases aren't available on the Free plan. Could someone please help? Thank you.

Noralynn.Niduaza · Answer

Hi ​@owens.235,We appreciate you reaching out to Docusign Community, and I’ll be happy to assist!We understand your concern about the amount charged to your account, and we apologize for the inconvenience this has caused.To help us check the account billing details, please provide the following information via private message:Email Address associated with the accountAccount Name:Last 4-Digit of the card where it was charged:Once I receive your response, I will look into it and send you an update as soon as possible.Best regards,Noralynn | Docusign Community Moderator

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