Hello ​@KHall ,

Thank you for reaching out to the Docusign Community.

Have you tried to create a case using the More support options at https://support.docusign.com/s/contactSupport?language=en_US

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Hi ​@KHall and ​@Christopher.Alpizar,

I actually just submitted a question similar to ​@KHall‘s question here in the community forum as well. I see ​@Christopher.Alpizar’s reply and think it’s not helpful; but just to make sure, ​@Christopher.Alpizar are you saying that we should try to submit a support ticket (create a case file) using the “I can’t access my account or invoices” option, even though we can totally access our accounts and that’s not the issue we need help with at all? Will that get us the right kind of help we need (refunds for being wrongfully charged)?

For reference, here is what I wrote in my own post just a few minutes ago:

“I canceled my paid plan before the due date for the next yearly billing payment. I was assured that I would not be charged because I canceled before the renewal date.

“However, surprise! I was charged months later. What?! This is unacceptable, deceptive, and theft. I need someone to refund that money immediately please.

“I tried to call, but phone support is no longer available without submitting a support ticket. But you can’t submit a support ticket without a paid plan, which I don’t have anymore. I tried emailing customersupport@docusign.com but received an automated reply saying “Undelivered: This email address is for communication on open cases only.” There is no way for me to open a case!

“Is there anything else I can do before getting my lawyers involved and taking legal action against DocuSign for deception and theft?”

UPDATE for ​@KHall and anybody else reading this: I followed the instructions ​@Christopher.Alpizar had posted above (thank you for the suggestion, Christopher) and submitted a ticket through the “I can’t access my account or invoices” option, even though that’s not what my issue is about. I was able to reach support.

HOWEVER…

I received an email from DocuSign Support this morning saying they will refund only part of what they stole from me. They are sending me back $441.97, when DocuSign actually stole $471.14 from me. The email also says that the refund amount is “subject to change due to taxation or proration,” and that they have submitted a downgrade request for me. But I had already successfully downgraded to the free plan before the subscription renewal date and NEVER signed up for a paid plan again. That’s what started this whole thing… I got charged months after I had canceled my subscription. DocuSign has already admitted that this was a system error. I have their email that admits it. They should send me back the whole amount and not keep some illegally. This is what I said in my reply to the support email this morning:

“I have three questions:

“1. That is the incorrect amount for the refund. I was charged $471.14 months after I had canceled my subscription. I downgraded to the free plan before the subscription's renewal date, and I NEVER signed up for another paid plan again.

“2. Speaking of never signing up for a paid plan again, why are you saying that you made a downgrade request for me? Why did another downgrade request need to be made at all, when I already downgraded to the free plan and NEVER signed up for another paid plan again? The whole point of this refund is that I was charged $471.14 months after I had canceled.

“3. I don't understand why the refund amount would be "subject to change" due to taxation or proration. Again, I never signed up for another paid plan after canceling before the renewal date in 2024. DocuSign stole from me $471.14. Therefore, DocuSign should return that exact amount or else DocuSign is still committing theft.

“In summary, I should be refunded the correct total amount that I was illegally charged: $471.14. There is no reason for DocuSign to keep some of it. I was wrongfully charged. Again, this is theft and incredibly wrong.”

-------------------

I hope to get this resolved quickly so that I don’t have to get all legal with this. SUPER frustrated over here.