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I have had a terrible time onboarding with Rooms - the program does not function the way it was promised to me when I signed up. I am spending double the time trying to do the same work as before - I do not see a cancel option in the Billing section. How can I talk to someone about cancelling my account?

Hello ​@Bethvan,

Thank you for reaching out, and welcome to the Docusign Community! We are thrilled to have you here and look forward to sharing as much knowledge as possible with you.

I understand you would like to talk to someone about canceling your account. I noted that your recent experience has been less than ideal, and for that I sincerely apologize. It's sad to let you go but please know that I am here to assist you in any way I can.

If you do not see the option to cancel as highlighted in: Cancel Your Subscription or Close your Docusign Account, please open a support case so Docusign support can assist you with your billing question. To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case". Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center.

I hope this is helpful. Let me know if you need further assistance. Thank you!

 

Best regards,

Melanie | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

I have emailed 4 different people requesting my cancellation and not a single response from any of them. I just submitted a support ticket as I do not have a cancel option on my account, which is actually a little weird? Someone needs to respond ASAP. This program has been a nightmare for me.

Hello ​@Bethvan,

Thank you for your response. I understand the urgency of your case. Could you please send me a private message with your case number? This will allow me to follow up with the expert handling your case. Thank you!

 

Best regards,

Melanie | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Thank you - I privately messaged you. In case you are wondering what my issues are and why I’m requesting a cancellation - please see below. I removed names to protect privacy of staff:

 

As you know, I have had a rocky start to this program. I have had multiple onboarding calls with XXXX, who has been wonderful. However, I have discovered huge flaws in this program that I had I known prior to our meeting, I would have never signed up.
 
Several issues are as follows and I cannot in good faith continue to use this program.
 
1. I am not able to integrate my brokerage forms and state forms in one place. There is a multiple step process to get the forms in one spot. This is inefficient and time consuming.
 
2. I am not able to prepare documents for printing prior to appointments. I have now spent over an hour of my Friday night preparing for my appointment tomorrow, only to learn I cannot download and print documents I've prepared. This is not acceptable for any platform we need with the office.
 
3. Support is not readily available. Today I opened a ticket. I was called fairly quickly, but I did not recognize the phone number so did not realize it was from Docusign. I was not able to directly call anyone back. I had to send an email as well as update my ticket. I was called back but because I did not have my customer ID number readily available, no one could help me. I requested a call back at 9pm my time and I was told I was scheduled. As of the writing of this email, I still have not received a call from support. There is no direct contact number for support.
 
4. Support in general has been rocky from the moment I signed up. Honestly, had it not been for XXXX I would have requested a cancellation right away.
 
All, I am spending an incredible amount of time trying to learn this program. Not only does it not do what I need it to do, it is taking twice as long for me to complete simple tasks that I was able to do in my other program. This is causing me a huge deal of stress and frustration. I cannot continue to work like this and neither can my office.
 
I have in good faith tried to make this program work and it just does not have the capabilities I need in an office program. I do not want this program any longer; it is not working for me or my office. Please escalate this as appropriate. Thank you.

I am being told by support that they are going to make me stick to this 3 year agreement and I’m barely over a month into this program. Someone needs to help me with this. I have filed a BBB complaint at this point.

Hello ​@Bethvan,

I appreciate you for providing the requested information. I have sent you a private message. Thank you!

 

Best regards,

Melanie | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Thanks for the private message, Melanie. However, the “expert” that responded to me was an automated bot that gave me a generic response stating I cannot get out of my 3-year contract. This is awful and I will continue to escalate until I get a rational customer support person

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