I was charged after Canceling My account.

Hello ​@Jbail 

Thank you for reaching out here in Docusign Community.

We apologize for any inconvenience that this charge may have caused. Rest assured that we’ll do our best to help. 

You can still open a case at the get support page, located at the bottom part where it says More support options > I can’t access my account.

This allow you to open a case and request for a refund.

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.
 

Best regards,
Marco Paulo | Docusign Community Moderator

Hello,  I did do this, and it has been over 24 hours and I have not received a call or email…. how long should  I be waiting? 

Thank you. 

Hello ​@Jbail,

I don’t know what the turnaround time will be for this may vary depending on the volume of the cases.

Rest assured that as soon as someone is assigned to your case someone will reach out to you.

If you found my response to be a useful solution to open a case for you concern, could you please click the "Best Answer ✅" button at the bottom of the post? It helps other community members who might have similar questions.

Best regards,
Marco Paulo | Docusign Community Moderator

Someone reached out after 48 hours, for my basic information, and its been another 48 hours after I have given it to them. Is this how the customer service operates?

Hello ​@Jbail,

I’m sorry to hear that you’re not getting a timely response.

As mentioned, the turnaround time for the response may vary depending on the volume of the cases.

If you found the response a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

I have sent several request for assistance on my account.  Need to talk with a specialty department on all the details of the procedure that the account we have is correct.  Also to redirect the correct billing that should be set up.   I saw there were points given and the next thing was it was put into a dollar increment on my credit card.  Please contact me about these details.

Scooter

Hello ​@Scooter,

Thank you for reaching out here in Docusign Community.

I understand that you need assistance on your account and you want to be contacted. 

This is not the best platform to raise your issues for billing or request to make changes on your account. 

You need to open a case by following the steps provided in the link below. 

Open a case in the Docusign Support Center

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

What a complete mess this has been.

I have been asked only through email “ my name, email address and last 4 digits of the card used for payments on my account” Which I have given to them, also included screen shots of my accounts page which shows my account number.  I only receive an email every couple days, saying “sorry we can not verify the information” and thats it. 

I literally have the email confirmation from 3 weeks before my subscription was to be renewed that it was cancelled and I would not be charged yet I have been charged $850

These seems so incredibly slow in inefficient as this is how customer support is handled. there must be another way to look into this other than marking the payment as fraud with my credit card company right?

Hello ​@Jbail,

I suggest that you request a callback on that case so this can be sorted all at once. 

Send me a private message providing the case number and your preferred day and time for the call.

Please include the time zone and phone number so I can provide it to the case owner directly. 

Again, send it via private message and not in this post as this is visible to everyone. 

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

Hello ​@Jbail ,

I hope you are doing well. 

Just checking to see if you are able to provide the information that we previously requested? 

If so, please do so in a reply to this question so that I can further assist you with your issue.

Best regards,
Marco Paulo | Docusign Community Moderator

That sounds frustrating! Try reaching out to Docusign’s support via their online chat or social media. If that doesn’t work, you might need to dispute the charge with your credit card provider. Hope you get it resolved soon!