Need to escalate an issue -unable to send any envelopes despite having an unlimited envelope account - no help from support!

Question

I raised an issue with my unlimited envelope account on 16th September where I could not send any envelopes as I had exceeded my limit - despite having an unlimited account. They (eventually) came back to me saying I had sent too many in a month and it would reset in 2 days. That was 25th September and here we are now still unable to send envelopes. I constantly chase them and it has now been sent to an internal engineering team but I have heard nothing since 3rd October. This is massively affecting our ability to trade and we have now sought out alternative providers for e signatures to ensure that we can operate our business legally. Where is the support? How can I escalate this as this is not acceptable?

Ma.Cubio · Accepted Answer

Hello ​@Phil NealWe’ve confirmed the issue, and our engineering team is actively investigating under ticket ID COMINTEG-3732. We know how disruptive this can be and really appreciate your patience.Since you already have an existing open support case referencing the ticket number,you will get notified of updates:—Ma. Cassandra | Docusign Community ModeratorIf this helped, don’t forget to click “Best Answer”!

Ma.Cubio · Answer

Thank you for reaching out, and welcome to the Docusign Community!

I’m sorry to hear that you’ve had difficulty resolving this billing issue, especially after speaking with several support representatives. I completely understand how frustrating that must be, and I genuinely appreciate your patience as we work to make this right.

To help me look into this further, please send me a private message with the following details:

Account name
Account number in question
Email address associated with your account
Case number (if one has already been created)

Once I have this information, I’ll follow up to address your concern appropriately.

Sincerely,

Ma. Cassandra | Docusign Community Moderator

If this helped, feel free to Like and click "Best Answer"

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