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refund

Forum|Forum|1 year ago
March 3, 2025
6 replies
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I canceled my yearly membership months ago during 2024. I was just charged the yearly renewal fee on March 3 I’ve reached out to DocuSign and no one has called me back I’ve also reached out to my bank I am just looking to get a refund process, but it seems like you have to jump through hoops and you can’t speak to anyone unless you’re opening a new account When you log into my account, it says I have a free account so I don’t have an account anymore, but I’m still being charged the yearly fee. I am looking for help and obtaining my refund

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Best answer by Melanie.Panguito

Hello @Dolly

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 am truly sorry to hear about the issue you're facing with your subscription and your request for a refund. I want you to know that your concern is important to us. However, due to the sensitivity of billing matters, we are unable to discuss them on this public forum. Please open a support case so our expert team can review your account.:

How do I contact Docusign Customer Support?

Important Changes to Docusign Support

If you already have a case and received no response, please send me a private message with your name, email address linked to the account and account number. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

M

Melanie.Panguito

Answer

Docusign Employee

Hello @Dolly

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 am truly sorry to hear about the issue you're facing with your subscription and your request for a refund. I want you to know that your concern is important to us. However, due to the sensitivity of billing matters, we are unable to discuss them on this public forum. Please open a support case so our expert team can review your account.:

How do I contact Docusign Customer Support?

Important Changes to Docusign Support

If you already have a case and received no response, please send me a private message with your name, email address linked to the account and account number. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

D

Dolly

Author

New Voice

A support case was open and closed but there is not a response to the out come of the case it’s just closed.

But I am still charged and told I have a free account so I would have to pay for support.

I called your 800 number and was hung up on

Stay Klassy Docusign!

M

Melanie.Panguito

Docusign Employee

Hello @Dolly,

I sincerely apologize. I have forwarded your details to our internal support. I assure you that your case is under review, and we are working diligently to resolve it. 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

M

Melanie.Panguito

Docusign Employee

Hello @Dolly,

I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

A

Ant22

Newcomer

I’m in the same boat here, I had a substantial amount charged to my credit card, and despite following all the steps to cancel my subscription and request a refund, I am still waiting for a refund. The account is now free of charge but the issue has not been resolved. Of course, they don’t offer any way to talk to anyone at all. I think you would expect to at least be able to find a phone number, especially when you factor in how much we pay for this service; which, by the way, is more expensive than the competition.

I’m going to give them until Friday. If I don’t hear anything by then, I’m going to take matters into my own hands and ask Mastercard for a refund.

M

Melanie.Panguito

Docusign Employee

Hello @Ant22,

Thank you for reaching out to the Docusign Community. I see that you have billing issues. I sincerely apologize that your recent experience has been less than ideal. It looks like you already have an open case about the refund request, correct? While billing concerns are handled by Support, if you can send me a private message with your case number along with your account details, I can check the status and help you with the follow up.

Sincerely,

Melanie | Docusign Community Moderator

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

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