Extremely Frustrated Customer!

Question

I have auto-renewal and was charged for 2 seats yesterday (Sunday); however, I needed to cancel 1 of those seats today. Unfortunately, after a lot of searching, I found that customers no longer have access to a phone number to contact customer service/support directly, and the only way is to "open a case" that I can't even log into. After more searching, I finally found the link that said, "unable to login to my account." Much to my dismay, after filling out the form, it said someone would get back to me within 24 hours. I'm not sure when this online only customer support started, but when you have customers paying for a service, they expect immediate and reliable support. Hopefully, DocuSign will see this and realize that online support alone is insufficient for resolving urgent or complex issues.

Melanie.Panguito · Accepted Answer

Hello ​@OLTC,Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and are excited to share knowledge with you.I understand the concern about auto-renewal and the request to remove one of your seats today. I sincerely apologize for the inconvenience caused by being unable to contact support directly. I can only imagine the frustration this has caused.As a paid account user, you canconnect with an expert. They will reach out to you in your preferred channel, be it a phone call, email, or online comments in the Docusign Support Center, as detailed in this article: How do I contact Docusign Customer Support?However,I noted that you've had an issue logging into Docusign Support, and I appreciate your proactive approach to using the alternative case creation process.Could you please share the case number with me in a private message along with your email address and account number? I will help check the status of your case and make some follow-ups to address both access to Docusign Support and billing questions.Note: Due to the sensitive nature of billing issues, we cannot address them in this public forum as outlined in ourCommunity GuidelinesI look forward to hearing back from you. Thank you!Best regards,Melanie |Docusign Community Moderator"Select as Best"below if you find the answer a valid solution to your issue

Melanie.Panguito · Answer

Hello ​@OLTC,I received your message. Thank you for providing the information I requested. I have made a follow-up on your case.You can reply to the email once Docusign Support sends you an update for the case. Thank you!Best regards,Melanie |Docusign Community Moderator"Select as Best"below if you find the answer a valid solution to your issue

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