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I asked Docusign support by phone (before they eliminated the phone option on 12/12/24) to cancel an unneeded seat after we ran out of envelopes and I had purchased a new seat w/additional envelopes. Support cancelled the wrong one and now I am showing that I’m out of envelopes and being charged per envelope used - meanwhile, they haven’t refunded me the amount I paid for new envelopes. So I’m leery of adding yet another seat until I hear from them. I spoke to support twice by phone via callback requests, and she did not resolve the issue and punted me to sales. Now I’ve asked for callbacks three times via the support page/case manager and only heard from sales by email (not the call I requested), and who offered to schedule a meeting via calendar link, but did NOT include the link in the email, so no way to reach them either.  I would add another seat w/envelopes - but we’re about to renew and I don’t want to be overcharged and then try to cancel a second seat and get a refund when it is absolutely impossible to hear from their support team.  This is absolutely ridiculous and completely subpar service.  

Hello ​@mollyWP , 

Thank you for reaching out here in the DocuSign Community. 

 

I apologize for your experience with customer support so far, but I would be more than glad to help.

Can you please provide the case number for me to review and follow up with the team?

 

Best regards, 
Rodolfo| DocuSign Community Moderator 

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

Hi ​@mollyWP,

 

I am also in need of a refund for a different issue and just posted my own question here in the community forum. Support is not helpful / pretty much not available. I am having much better success with a different esignature company that I probably can’t mention here with getting blocked. Sorry I can’t be of any help, just saying I’m right there with you and am sorry you are having struggles. I am fed up myself.

Hello ​@enroutearts, 

I’m sorry to hear that you are also having issues with Customer Support.

Can you please let me know if you have already been assisted by another expert on your post?

If not, I’d be glad to help. Kindly send me the link or the case number for us to check what needs to be done to get the refund.

Best regards, 
Rodolfo| DocuSign Community Moderator 

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

Hello ​@rodolfo.napay,

Thank you for replying to me! It seems that posting here in the community forum is helping me reach support after all, and I am grateful for that.

I have received an email and a private message from two different DocuSign reps who say they will help me. One was 3 days ago and the other was 2 days ago. I haven’t heard anything else since then, so I just reached back out to both of them to follow-up. I hope they get back to me again soon. If not, yes I may ask for your help!

The one who emailed me assigned me a case number: 14715967. I hope something is being done about my case. Thank you!

Hello ​@EnRouteArts,

Thank you for the information, I have reviewed your case and sent a follow up to the expert and his lead that is currently handling your case.

I will continue to monitor the case and give you an update once I hear back from them.

Let us know if you need further assistance.

Best regards,

Rodolfo | Docusign Community Moderator

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

Thank you, I look forward to hearing back from you, ​@rodolfo.napay.

Hello ​@EnRouteArts,

I see that one of our Leads has replied to you on the case. 

Do let us know if you need further assistance from us.

Best regards,

Rodolfo | Docusign Community Moderator

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

Hello ​@rodolfo.napay,

I received an email from DocuSign Support this morning saying they will refund only part of what they stole from me. They are sending me back $441.97, when DocuSign actually stole $471.14 from me. The email also says that the refund amount is “subject to change due to taxation or proration,” and that they have submitted a downgrade request for me. But I had already successfully downgraded to the free plan before the subscription renewal date and never signed up for a paid plan again. That’s what start this whole thing… I got charged months after I had canceled my subscription. DocuSign has already admitted that this was a system error. They should send me back the whole amount and not keep some illegally. This is what I said in my reply to the support email this morning:

 

I have three questions:

 

1. That is the incorrect amount for the refund. I was charged $471.14 months after I had canceled my subscription. I downgraded to the free plan at the beginning of 2024 before the subscription's renewal date, and I NEVER signed up for another paid plan again.

 

2. Speaking of never signing up for a paid plan again, why are you saying that you made a downgrade request for me? Why did another downgrade request need to be made at all, when I already downgraded to the free plan at the beginning of 2024 and NEVER signed up for another paid plan again? The whole point of this refund is that I was charged $471.14 months after I had canceled.

 

3. I don't understand why the refund amount would be "subject to change" due to taxation or proration. Again, I never signed up for another paid plan after canceling before the renewal date in 2024. DocuSign stole from me $471.14. Therefore, DocuSign should return that exact amount or else DocuSign is still committing theft.

 

In summary, I should be refunded the correct total amount that I was illegally charged: $471.14. There is no reason for DocuSign to keep some of it. I was wrongfully charged. Again, this is theft and incredibly wrong.

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