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.
Hello @CDCharterhouse,
Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and want to assure you that we are fully committed to providing you with the best service possible.
I understand your concerns were about the renewal charge you did not sign up for, and the refund that does not include the tax. I can see how upsetting this situation has been for you, and I apologize wholeheartedly.
Users only on a paid account can open a support case Open a case in the Docusign Support Center. But I see that you already have a case.
While we cannot discuss specific billing cases in this public forum, please be assured that I am here to assist you. I will escalate your case for further review.
Can you please send me a private message with your name, account number, and email address linked to the account?
I look forward to hearing back from you. Thank you!
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
Hello @CDCharterhouse,
I hope you are doing well.
Just checking to see if you are you able to provide the information that I previously requested? If so, please do so in a reply to this question so that I am able to further assist you with your issue.
Let us know if you need further assistance. Thank you!
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
I’m having the same issue. I downgraded in December to a free plan and then was charged on January 23rd for a prorated amount. I was unable to contact support b/c I had a free plan (and was unable to view the invoice through my admin portal) so I signed up for a monthly individual plan to open up the ability to open a case, but that open does not show for me either.
This is a very frustrating way to do business and borderline fraudulent.
Please get in touch with me to discuss this issue.
@LIft Orlando,
Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and want to assure you that we are fully committed to providing you with the best service possible.
I read your message. I see your concern is regarding billing. I understand that your recent experience has been less than ideal, and for that, I sincerely apologize.
Due to the sensitivity of billing matters, we cannot discuss them on this public forum. For some reason, we cannot see any Docusign accounts linked to the email you provided. Please send me a private message with your account number, email address linked to the account, and specific details of the issue, and allow me to escalate this for you.
Article: Where do I find my Docusign account number?
Let us know if you need further assistance. Thank you!
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
Hello @LIft Orlando,
Just checking to see if you are you able to provide the information that I previously requested? If so, please send me a private message of your account number, email address linked to the account, and specific details of the issue so I am able to further assist you with your issue.
Thank you!
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
HI @Melanie.Panguito - I’ve sent you 2 messages with the information requested.
Thanks in advance for any help you can provide.
Lift Orlando
Hello @LIft Orlando,
I received your message. Thank you for promptly providing the information I requested.
I submitted a case and request to expedite the resolution. I assure you that it is currently under review. You can reply to the email once Docusign Support sends you an update for the case. Thank you!
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
Thank you @Melanie.Panguito - - I received an email from them and hopefully will have a resolution soon.
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