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Docusign keeps charging despite having cancelled subscription

Forum|Forum|1 year ago
February 14, 2025
17 replies
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Hi all,

I cancelled my docusign subscription in December and it confirmed the cancellation on the Website (see screenshot), but it keeps charging me every month. Can’t open a support ticket and all emails remain unanswered. What should I do to cancel my subscription?

Thanks,

Felix

Best answer by FelixR89

Update: Month 6 – DocuSign Plot Twist Edition 🎬

Guess what, everyone? The saga continues! After 6 months, multiple support agents, countless emails, a forum post, and a confirmed cancellation + approved refund, DocuSign decided to surprise me with… drumroll please… yet another charge! 💸

Yes, you read that right. Despite all the promises, case monitoring, apologies, and patient-friendly emails, my subscription magically resurrected itself and charged me again in April. As if nothing ever happened.

Oh, and the refund I was told had been processed over 20 business days ago? Still missing in action. Maybe it's traveling the world. Or maybe it was never sent at all—who knows?

At this point, I’m thinking of turning this into a documentary: “How NOT to Cancel a DocuSign Subscription.” Featuring:

Plot twists
Lost refunds
Ghost cancellations
And a never-ending monthly billing cliffhanger

Anyway, just a friendly reminder to never cancel your subscription the normal way—it clearly doesn’t work. Might be faster to cancel your credit card or start a new identity. Stay safe out there! 💁‍♂️

Looking forward to updating you all again in May 😅

P.S.: Don’t trust any of those “Community Moderator” Bots out here. They are just here to calm you down and give you hope that something is happening behind the curtain.

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F

FelixR89

Author

Conversation Starter

Howdy Docusign community,

Quick update from my end: surprise surprise—my subscription still hasn’t been canceled, and I’ve been charged yet again. Because, you know, when you cancel a subscription, it totally makes sense that you keep paying for it indefinitely.

And the best part? DocuSign requires me to provide proof that I canceled. Apparently, their system marking it as canceled isn’t enough. So, lesson learned: if you ever deal with these guys, make sure to take lots of screenshots—maybe even record a video—because otherwise, they'll act like it never happened.

Looking forward to next month’s totally unexpected charge. Stay vigilant, folks!

F

FelixR89

Author

Conversation Starter

Friendly reminder for what you’re getting yourself into here: https://www.trustpilot.com/review/docusign.com

F

FelixR89

Author

Conversation Starter

Update: 5 Weeks Later – Still Paying for My “Canceled” Subscription!

Well folks, here we are—March 21st, more than 5 weeks after opening this case on February 14th, and guess what? I still haven’t been able to cancel my $14 DocuSign subscription! Incredible, right?

In that time, I’ve provided screenshots, explanations, and endless patience while DocuSign has provided… well, nothing but excuses and delays. Their latest genius move? Asking for my billing address—yes, the one they’ve been happily charging without issue for months.

At this point, I feel like I’m competing in the DocuSign Cancellation Olympics, except the only event is Jumping Through Hoops, and DocuSign keeps adding more obstacles just to keep me in the game.

So, my advice to anyone thinking of signing up for DocuSign: Be absolutely sure you want this subscription forever, because canceling is harder than canceling a gym membership in 2003.

See you all next month when I post my next update after being charged yet again! 😃💸

M

Melanie.Panguito

Docusign Employee

Hello @FelixR89,

I sincerely apologize for the frustration and inconvenience you have experienced while trying to cancel your DocuSign subscription. I apologize for the delays and obstacles you have faced in the process. I wanted to let you know that I have reached out to the expert handling your case to prioritize. I hope that your situation is resolved promptly.

Best regards,

Melanie | Docusign Community Moderator

F

FelixR89

AuthorAnswer

Conversation Starter

Update: Month 6 – DocuSign Plot Twist Edition 🎬

Guess what, everyone? The saga continues! After 6 months, multiple support agents, countless emails, a forum post, and a confirmed cancellation + approved refund, DocuSign decided to surprise me with… drumroll please… yet another charge! 💸

Yes, you read that right. Despite all the promises, case monitoring, apologies, and patient-friendly emails, my subscription magically resurrected itself and charged me again in April. As if nothing ever happened.

Oh, and the refund I was told had been processed over 20 business days ago? Still missing in action. Maybe it's traveling the world. Or maybe it was never sent at all—who knows?

At this point, I’m thinking of turning this into a documentary: “How NOT to Cancel a DocuSign Subscription.” Featuring:

Plot twists
Lost refunds
Ghost cancellations
And a never-ending monthly billing cliffhanger

Anyway, just a friendly reminder to never cancel your subscription the normal way—it clearly doesn’t work. Might be faster to cancel your credit card or start a new identity. Stay safe out there! 💁‍♂️

Looking forward to updating you all again in May 😅

P.S.: Don’t trust any of those “Community Moderator” Bots out here. They are just here to calm you down and give you hope that something is happening behind the curtain.

Z

Zoom056

New Voice

I am also getting charged over and over despite having cancelled my account, 3 times and raising a case and confirming it is cancelled and I have just been charged again. This company is an actual scam. How can I contact anyone to talk to

M

Melanie.Panguito

Docusign Employee

Hello @Zoom056,

We're sorry to hear about the billing dispute. As your issue seems to be related to the other thread you posted, I kindly ask you to utilize and reply to that thread. This will help us keep the discussion in one place and provide you with support. Thank you!

Regards,

Melanie | Docusign Community Moderator
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