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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

L

Lipton Law Office

Active Voice

@Ma.Cubio This is ridiculous.

First I tried your idea of saying a need an invoice to create a case. Your system just sent over all the invoices. No human interaction.

Then I followed your next steps. No I did not forget to log out. I filled out an “I can't access my account” form and said what the issue was in the details. I submitted Friday right after you suggested it to @Carla Lopez.

As you can see in the screenshots I can not create a case when logged in.

As you can also see in the screenshots I am not logged when trying your “I can’t access your account” option.

L

Lipton Law Office

Active Voice

@Carla Lopez Support finally got back to me. Here is their email if you are still not able to reach them customersupport@help.docusign.com

M

Ma.Cubio

Community Moderator

Hi @Lipton Law Office,

Based on your second screenshot which we removed due to personal identifiable information, I’d like to ask if you’re able to click on the “submit” button?
Were you able to submit the support case?

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 @Carla Lopez, @Lipton Law Office

I hope you are doing well.

I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful.

Let me know and I will gladly help you address the situation as soon as possible.

Best regards,
Ma. Cassandra | Docusign Community Moderator

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

Z

Zoom056

New Voice

I am also being charged month after month despite cancelling my account over and over also raised a case and confirmed account was cancelled then just now a new charge to my card. How do I get a refund

M

Ma.Cubio

Community Moderator

Hello @Zoom056
Thank you for reaching out, and welcome to the Docusign Community! We want you to know that your concerns are significant to us. However, due to the sensitive nature of billing issues, we cannot address them in this public forum. We highly recommend that our customers submit a support case so that a Docusign support representative can review and assist them with their billing concerns. However, as you mentioned that you already created a case before, please provide the case number for me to check. You can just send it through a private message.
Thank you and have a great day!

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

Z

Zoom056

New Voice

Hi Ma

I already raised a case number 15339626 to cancel the subscription for the 3rd time and you have charged me again, please refer to that case

M

Ma.Cubio

Community Moderator

Hello @Zoom056
I'm sorry to hear about your experience, and thank you for taking the time to share it. I completely understand how frustrating things are when things don’t go as you expect them to.
I understand that you don’t want to be charged anymore and that you already requested that your account be cancelled previously, but your card was still charged. Rest assured, we’re here to help.
As your issue seems to be related to the other thread you posted, I kindly ask you to utilize and reply to that thread. This will help us keep the discussion in one place and provide you with support. Thank you!

I keep getting charged even though I have cancelled my account several times

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

Hi @Zoom056 — thanks for reaching out.

We’re here to help where we can, but when it comes to billing or account changes, those requests need to come from a Docusign account administrator. If that’s not you, we recommend checking with your company’s admin to get started.

For any billing-specific questions, you (or your admin) can open a support case directly here: Open a Support Case

You can also send me a private message with your Name, Account number in question, email address linked to your account, and case number if you have already created a case, so I can follow up on your behalf.

—
Ma. Cassanrda | Docusign Community Moderator
If this pointed you in the right direction, go ahead and click “Best Answer”!

M

Ma.Cubio

Community Moderator

Hello @Zoom056
How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved.

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

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