Charged incorrectly

Question

Good afternoon,I’m new to a DocuSign membership and opted into the $57 account.To complete a task, I needed more envelops than what was provided, so I contacted support (before they completely digitize, which I really stress has created an unhelpful support for account users).I made it clear to support, I solely need more envelops as an adjustment (1 time) to complete a task. They instructed me on a process through admin, which for a fee would increase the amount of envelops. They did not inform me that doing so would increase the users. I have now been charged my monthly fee 3 times and cannot get in touch with a representative.I was clear with what I was looking for and have been fed bad advise which has costed me, with no ability to contact a real person (even through the case management process), to stop this. At this rate, I’ll be charged this ridiculous fee for a service which, based on this experience, would like to opt out of.

Vinicius.Rodrigues · Accepted Answer

Hi ​@Frustrated12321!I’m really sorry about this situation, but here (in Community) we can’t support you directly with billing questions. In this case, I strongly suggest you open a case on Docusign Support Center, choosing the category “Account Billing, Terms & Conditions”, and you’ll get a chance to describe what happened and choose your preferred contact method. By doing this, you’ll be able to contact a ‘real person’ to help you directly.If you need more information how to open a case, please check this article:Open a case in the Docusign Support CenterLet me know if you could open the case and/or need assistance!

Jenny.Martin · Answer

Hello ​@Frustrated12321,I hope you are doing well.I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful. If so, please mark it as the "Best Answer✅"by clicking “Select as Best” to make it easier for other users to find. Otherwise, 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.

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