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Hi forum.
We are moving company and had our service agreement with docusign ending at the end of January. We planned to re-subscribe in a month or two but in the meantime I decided to downgrade to “free” until we could re-subscribe at that time.
Despite my having moved the plan to free a few days prior to the renewal date I was charged the full renewal amount.
I noticed this, went into my account which still showed as the Freemium… no billing at all showing for these new charges.
I sent in an email to their support about it and got an email back saying “no problem, we will issue a refund for the whole amount and it may take 10 business days.”
Today I noticed another pending charge for the whole subscription renewal amount, again, so I have now been charged twice for a subscription renewal that I actively did not sign up for.
I sent in a message. The same person responded, ignored my question about the second charge and stated that they are unable to refund taxes (????) so they would only be refunding me partially and that it could take 10 business days.
Sorry, what the? I tried to call in and the billing support directs you to only go to the online where the support is limited if you are not actively on a paid account, which is crazy. I could see it working if people did their jobs properly and the service is tight… but if it’s re-subscribing people who downgraded and then you are double charging and not refunding it’s gonna be a mess.
I ended up calling their commercial sales and having to forcefully ask a young woman how on earth you actually get support. She said she would send an internal email to the case worker.
Is there seriously no way to just speak to someone in billing? These hoops must be costing an absolute fortune.
