Skip to main content

I started emailing and calling to have my plan downgraded weeks before my renewal, but my account rep and her backups were unavailable. Customer service told me that they couldn’t change the account and kept opening tickets and cases for an account rep to help. It has been four weeks now, and the auto-renewal has been processed. I am now being told by customer service that the plan can not be changed since the auto-renewal just went through and to speak to an account rep. How do you get a hold of someone who can help in this company?

Hi @SabrinaEP,

 

Thank you for reaching out to the Docusign Community.  

The easiest way to downgrade your plan is doing it through your account settings, in Settings>Plan and Billing. You can find detailed steps on this process, here:

Change Account Plan Type
Regarding your experience with our support team, I apologize for any delay caused, and would like to take a closer look at the issue. To do so, please include your case ID as part of your next comment and I will follow up as soon as possible.

Feel free to let us know if you need further assistance with this. 

 

Best regards,

Alejandro R. | Docusign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

 

Hi Alejandro,

When we log in, that is not an option. We were told that we would have to go through our account specialist to make the changes since this is a commercial account. However, we have never been able to reach our account specialist or her backups.

Case numbers 14232469 & 14289610

Hi @SabrinaEP,

 

Thank you for sharing more details.

After reviewing the cases provided, I see that the Account Services Expert handling your case has escalated the situation caused by the lack of response from your Account Team to our Sales Management team, and we are waiting for them to reply to our request. 

These escalations usually take up to 2 business days to be answered, in the worst scenario. Please let me know if this doesn’t happen so I help in correcting the situation as soon as possible.

Feel free to let us know if you need further assistance with this. 

 

Best regards,

Alejandro R. | Docusign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

 

Hi Alejandro,

I am still waiting for a resolution. Someone emailed me on 10/15 to set up a call either that day or the next. I replied that I was available that day between 1 and 3 p.m. I have not heard back from them since.

Reply


Code of Conduct