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I am writing to express my utter frustration and disappointment with the appalling level of customer service I received from your company.

On June 30,2024 , I purchased a DocuSign product and, less than fifteen minutes later, called to cancel my order. To my shock and dismay, I was met with a refusal to process my cancellation. The reasons provided by your support team were inadequate and unconvincing.

Moreover, the lack of clear and comprehensive information on your screens only compounded my frustration. It is unacceptable for a company of your stature to provide such subpar service and inadequate support to your customers. The lack of transparency and the inability to remedy the situation reflects poorly on your commitment to customer satisfaction.

I demand an immediate resolution to this issue. I expect a full refund for the product and an explanation as to why such poor service was provided. Failure to address this matter promptly will leave me with no choice but to escalate my complaint to higher authorities and consider further action.

Hello @IMAC,

 

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community.

 

I sincerely apologize for the frustration and disappointment you experienced with our customer service. Thank you for bringing this matter to our attention, I understand that on June 30, 2024, you purchased a DocuSign product and attempted to cancel your order within fifteen minutes. I am sorry to hear that your cancellation request was denied and that the reasons provided by our support team were inadequate.

 

To better assist you can you provide the case number?

 

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

 

Let us know if you need further assistance.

 

Best regards,

 

Christopher | Docusign Community Moderator

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

I am also beyond frustrated with the lack of customer service with Docusign. I also was billed a recurring payment that I did not agree to. Within 5 minutes of being charged I contacted Docusign customer support only to be told that it is against policy for a refund. So i’m being charged $16+ for a service that I have not used and don’t intend to use. When trying to navigate to the refund policy page on the Docusign website I receive a “Page not found”. 

This all seems rather shady for a company as well known as Docusign. It amazes me that a company that’s been around as long as them has such poor customer service and policies. I will dispute with my credit card company as long as it takes to reverse this payment. 

Do better Docusign!

Hello @AntCat,

 

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community.

 

I apologize for the frustration and inconvenience you've experienced. It's concerning to hear about the unexpected charge and the difficulty in obtaining a refund. Our goal is to provide excellent customer service, and it’s clear we fell short in this instance. Thank you for bringing this to our attention.

 

I can only provide you with general information about this, you can view our Refund Policy at Docusign Refund Policy or https://support.docusign.com/s/articles/DocuSign-refund-policy?language=en_US

 

If you cancel your Docusign account per the Terms and Conditions before 30 days pass, you may request a refund for the full purchase price by contacting Support, this 30-day refund request window applies to annual plans only. This Risk-Free offer is available one-time only to any person or entity for first time buyers.

 

The Monthly plans are not eligible for refunds.

 

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

 

Let us know if you need further assistance.

 

Best regards,

 

Christopher | Docusign Community Moderator

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

Hi @AntCat ,

 

I hope you are doing well.

 

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

 

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

 

Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.

 

Best regards,

 

Christopher | Docusign Community Moderator

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

It took a couple of calls and finally got a good rep on a chat that gave me a courtesy refund. I am still not thrilled with Docusign and would be hesitant to recommend...

Hi @AntCat ,

 

I hope you are doing well.

 

I apologize for any inconvenience this might cause you, I am glad to hear that you were able to get the refund.

 

Best regards,

 

Christopher | Docusign Community Moderator

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

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