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Double Billed and Need a Refund

  • June 25, 2025
  • 6 replies
  • 33 views
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New Voice
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We were downgraded in June 2024 and we were double billed today June 2025.

No way to get in touch with support and Support page won’t let me log in. 

We ONLY NEED THE ONE SEAT. Someone needs to call me back ASAP!

Best answer by Jenny.Martin

Hello ​@chevster55 

Thank you for reaching out, and welcome to the Docusign Community! We're sorry to hear about the billing issues, and the situation is understandably frustrating. We’re here to help where we can, but because this Community space focuses on general guidance, any billing inquiries and disputes will need to go through our Support team directly.

Since you encountered an error creating a case, can you please try to clear your cache and use another browser or device? Should the issue persist, Here are the steps and other options to reach out for customer support:
How do I contact Docusign Customer Support?
Important Changes to Docusign Support
Open a case in the Docusign Support Center

I understand that the situation has caused you some inconvenience, and I sincerely apologize. I hope the instructions are helpful and will help you resolve things. Please let us know if you need further assistance. Thank you!

 

Best,
Jenny | Docusign Community Moderator
If this pointed you in the right direction, go ahead and click “Best Answer”!

6 replies

J
Community Moderator
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  • Jenny.MartinCommunity Moderator
  • Community Moderator
  • Answer
  • June 25, 2025

Hello ​@chevster55 

Thank you for reaching out, and welcome to the Docusign Community! We're sorry to hear about the billing issues, and the situation is understandably frustrating. We’re here to help where we can, but because this Community space focuses on general guidance, any billing inquiries and disputes will need to go through our Support team directly.

Since you encountered an error creating a case, can you please try to clear your cache and use another browser or device? Should the issue persist, Here are the steps and other options to reach out for customer support:
How do I contact Docusign Customer Support?
Important Changes to Docusign Support
Open a case in the Docusign Support Center

I understand that the situation has caused you some inconvenience, and I sincerely apologize. I hope the instructions are helpful and will help you resolve things. Please let us know if you need further assistance. Thank you!

 

Best,
Jenny | Docusign Community Moderator
If this pointed you in the right direction, go ahead and click “Best Answer”!

C
New Voice
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  • chevster55New Voice
  • Author
  • New Voice
  • June 25, 2025

​@Jenny.Martin This was of no assistance. I previously followed those steps and still could not log in to submit a ticket of any kind. I had to call the sales line to get transferred to a general support person that opened a ticket on my behalf and said i would get a call back in 2 hours, which has not happened. In the mean time, you still have my money from double billing, which appears to be a trend in this community and at Docusign.

Plus, I have NEVER seen a company that hides behind a chat bot but doesn’t allow you to reach support without a ticket, that require a login that doesn’t work. Nice way to commit fraud. How many people are not seeing that they have been double billed and just lose their money???

 

Peter

J
Community Moderator
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  • Jenny.MartinCommunity Moderator
  • Community Moderator
  • June 25, 2025

Hello ​Peter,

I understand your frustration, and I sincerely apologize for the inconvenience caused. While Community Moderators have limited access to accounts for billing-related concerns, we can follow up with the support team on your behalf. If you have a case number, you can share it here, and we’ll do our best to escalate your concern with the appropriate team.

 

Regards,
Jenny | Docusign Community Moderator

C
New Voice
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  • chevster55New Voice
  • Author
  • New Voice
  • June 25, 2025

​@Jenny.Martin Which one do you want???? 15500658 was created after having to verify via email with the phone support. Then, after replying back to the case to see why I did not get my call back as expected, it opened a new case (1550658) and had to verify again. Your system is flawed and now I’m just getting the run around. I just want my money back.

 

And obviously, your executive team doesn't care, as they have ignored my email as well.

J
Community Moderator
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  • Jenny.MartinCommunity Moderator
  • Community Moderator
  • June 26, 2025

Hello Peter,

I’ll make sure to escalate this case. Can you provide the new case number?  It should appear in the email subject.

 

Regards,
Jenny | Docusign Community Moderator

J
Community Moderator
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  • Jenny.MartinCommunity Moderator
  • Community Moderator
  • July 11, 2025

Hello ​Peter,

I hope you are doing well. I want to confirm if you need further assistance. Feel free to let me know, and I will gladly help you address the situation as soon as possible.

 

Regards,
Jenny | Docusign Community Moderator

 

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