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I was charged even after canceling subscription

Forum|Forum|1 year ago
April 17, 2025
30 replies
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My DocuSign subscription was going to renew 04/16/2025 so I cancelled the subscription on February 26, 2025. I received confirmation that the subscription was going to be cancelled April 15th 2025 (Subscription Cancellation attached). I checked my account today April 04/17/2025 and I see that the renewal amount $591.78 was charged to my account.

I have tried to submit a case to DocuSign Support to get the refund, however, my account is now a free account and DocuSign only allows paid accounts to create cases, not free accounts. They downgraded my account to a free account the minute the subscription ended, but still took the money for the renewal right away.

Trying to get in contact with anyone has been practically impossible and incredibly frustrating. This is a very deceptive business practice. If I don’t have a response in a timely manner I will be getting in contact with my bank to initiate a chargeback.

DOCUSIGN CANCELLATION.pdf

Billing

Best answer by Ma.Cubio

Hello @DSAccount,

Your concerns are very important to us. However, due to the sensitive nature of billing issues, we cannot address them in this public forum. Please submit a support case so a Docusign support can review and assist you with both your access issues and billing questions. To create a case without logging into your account, please use the section at the bottom of the page: https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

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. Let us know if you need further assistance with this. Thank you!

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

Show previous replies

M

Ma.Cubio

Community Moderator

Hello @Lipton Law Office,

Kindly try this option submit a support case so a Docusign support can review and assist you with both your access issues and billing questions. To create a case without logging into your account, please use the section at the bottom of the page: https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

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. Thank you!

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

D

DSAccount

New Voice

I made an account here to say the same thing.

Docusign tried charging me after I cancelled the subscription. Fortunately, I was able to block the transaction. Shady practices indeed. Will stay away from the platform going forward.

C

Carla Lopez

Author

Conversation Starter

This has been one of the most frustrating situations I’ve had to deal with in a while. The account was downgraded the moment the subscription ended, however they still charged the money regardless even after it was cancelled. Then they make it impossible for people to contact them to demand the refunds. That’s outright stealing and extremely unethical.

L

Lipton Law Office

Active Voice

@Ma.Cubio still no response to your “work around” to create a case. This is getting ridiculous. This is starting to feel like outright theft.

L

Lipton Law Office

Active Voice

I have now disputed this with our bank and have used this conversation as evidence. We will be considering legal action as a next step.

M

Ma.Cubio

Community Moderator

Hello @Carla Lopez,

May I know if you’re able to create a support case? If yes, may I have the support case number so I can follow up for you.

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

M

Ma.Cubio

Community Moderator

Hello @Lipton Law Office,

May I know if you’re able to create a support case? If yes, may I have the support case number so I can follow up for you.

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

M

Ma.Cubio

Answer

Community Moderator

Hello @DSAccount,

Your concerns are very important to us. However, due to the sensitive nature of billing issues, we cannot address them in this public forum. Please submit a support case so a Docusign support can review and assist you with both your access issues and billing questions. To create a case without logging into your account, please use the section at the bottom of the page: https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

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. Let us know if you need further assistance with this. Thank you!

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

L

Lipton Law Office

Active Voice

@Ma.Cubio No, as we all have said before we are unable to create a support case. It would probably help if you reread the conversation before you ask us the same question again.

As soon as you cancel your subscription, you are unable to create a case. Both of your work arounds did not work.

M

Ma.Cubio

Community Moderator

Hello @Lipton Law Office,

I’m sorry to hear that you are still unable to create a support case. You have to make sure you are not currently logged in to your account to create the case using the workaround.
If you are still unable to do create, may I have a screenshot of how you are doing it on your end?

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

Show more replies

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