Hi @DCJ,

Thank you for reaching out to the Docusign Community.  

Signing a document in eSignature is free, as well as storing it in your Docusign account unless you have manually requested to enroll in a paid plan. Regarding how to cancel your subscription, if you can’t access your email on file the only other option Docusign Support could offer would be validating your identity by requesting you the account’s billing details. To create a new support case, please fill out the form provided below:

https://support.docusign.com/en/contactSupport 

If you can’t open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account.", you will be able to fill out the form. 

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 ​@DCJ,

I hope you are doing well.

I would like to confirm if the suggested solution answers your question?           

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,   

Alejandro R. | Docusign Community Moderator   

"Select as

Alejandro, Thank you for your help.

You will notice I had tio create a new identify to respind to you about your solid advice because my former sign in name is no longer accessible.

After well more more than a dozen back-and-forth emails I got DocuSign to close the free account and also the paid account created by the crooks who tried to steal our house.

As you can imagine, I’m upset that DocuSign won’t remove the $129 charge for a sign in that we never used, especially since we never ould download the document e signed and DocuSIgn told us at the time that they could not give us a copy of the document we signed without permission from the other side -- the crooks.

How absurd is that? You cannot get a copy of a document you signed?

The difficulty in simply closing an account is awful, unbusinesslike and reeks of dishonesty.

I will in any future transactions spend the money on overnight delivery, not on DocuSign,  a company run by unethical people whose so-called terms of service allow thenm to collect money for doing nothing and to refuse to pay it back. That is not what honest companies do.

Hi ​@DCJ,

Thank you for sharing your experience.

I do apologize for any delay caused during the account closure process, however, the requirements needed to help you close an account are security measures aimed to help protect your personal data and documents.

I also understand your position with regards to the fee being charged, Docusign strives to facilitate the reversal of any undesired charges as well as preventing them, by offering Free Trial accounts without the need of having a credit card linked to them. The option to request a refund will be available by default if your cancellation date falls within our refund policy. More details on our Refund Policy can be found below:

Docusign Refund Policy
And, if your cancellation has passed the default 30 refund request time frame you are still able to have your request be reviewed by our management team. They will be in the best position to analyze if an exception can be granted under these circumstances.

Please don't hesitate to let me know if you have any other questions or concerns and I will address them as soon as possible.

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!

Alejandro,

Here’s where it gets sticky. If someone deceives you and THEY set up an account in your name as part of their scheme then you only find out about the account with the charge when it appears as a “pending” on your credit card. When I called I was told by DocuSIgnls agent that nothing could be done until the charge was actually on my card. (They were able to get our credit card information through part of their scheme to steal our home, but we didn't know that at the time, earlier this year.)

We never used this account. There was no document signed (that was at the free account set up properly so we could sign documents).

Your response doesn't consider that there are crooks who do things like this.

Hi ​@DCJ,

Thank you for following up.

If the charge was not yet processed by your bank, unfortunately, the option to reverse the transaction does not show from our end because the money hasn’t been received by our system at that point in time.

In the case that the charge would actually be collected and your cancellation request date falls within our 30 day refund policy, there should not be any inconvenience in reversing the charge from our end.

To address your other concern, we are always thankful for feedback that might help us prevent bad actors from taking advantage of our users through the eSignature platform. However, access to personal identifiable information such as your email, billing address and credit card information will be (in most cases) what is needed to create a paid account or make requests to Docusign Support to update your setup. From a Docusign Support perspective, whenever access to these details has been compromised it would be almost impossible for us to tell that someone else could be impersonating you.

Nevertheless, we have made available different communication methods to escalate potential fraud cases to our specialized teams, depending on their nature. You can find more details on where to route your feedback and how to approach potential fraud scenarios, here:

Incident Reporting - Security Concerns

As always, don't hesitate to let me know if I can help with anything else in the meantime and I will lend a hand as soon as possible. 

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!