Hi ​@MtgBrokerInvis,

Thank you for reaching out to the Docusign Community!

We understand the error message you've encountered is preventing you from using Docusign, and we know how frustrating it can be when things don't work as expected, especially when trying to accomplish important tasks. We're sorry for the hassle and your experience with your case. Allow me to help you move forward.

May you please send me a private message with the following:

• Name
• Account Number
• Email address associated with the account
• Case number/s

Please send these through private message, since this forum is public. Thank you!

Regards,

Melanie | Docusign Community Moderator

Hi Melanie,  I replied to your private message.  I do not think DocuSign can help me at this point.  I tried all the possible avenues.  My account has been suspended and I had to call every 24-hours to UNSUSPEND it.  At this point, the only solution I received is to create a new Account # and pay for subscription to DocuSign this way.  IT IS VERY DISRUPTIVE to my business.  I do not have a choice because using a different software application / competitor would mean I have to learn their process and establish new templates.  The DocuSign’s customer service is an awful business model.  It is not your fault

Hi ​@MtgBrokerInvis,

Thanks for bringing this to our attention. The experience is understandably frustrating. I replied via private message and sent the case owner a direct message last week. If you still need assistance following up on the case, feel free to check back here anytime.

Sincerely,

Melanie | Docusign Community Moderator

I will not reply via private.  Let us talk about this openly please.  I will post all the unresolved tickets here.  I am being passed around to different Support Agents asking the same questions, troubleshooting the same issues -- almost each email.  I have been dealing with this billing issue since July 28.  Please see the attached screenshots.  Thank you.

I got a call today from DocuSign support.  Here is the latest update.  

Hi ​@MtgBrokerInvis 

Thanks for the update. Due to the sensitivity of billing-related matters, other community members and moderators cannot address this question directly, as additional verification is required to ensure the security of your information, and as this is a public forum, we cannot discuss them here. Billing-related inquiries must be handled via case. Please refer to DocuSign Community Guidelines and Code of Conduct

I have already escalated your case and shared feedback regarding your experience. We sincerely apologize for the inconvenience caused, but I'm glad to hear there has been some progress on your case. While we cannot address this specific issue here, if any help is needed with the follow-up, please let us know.

Thank you and take care always!

Sincerely,

Melanie | Docusign Community Moderator

Please ensure that the appropriate DocuSign team performs their duties properly. I will update this community accordingly.  I will not post any billing information, but I will begin posting the names of the DocuSign Support team members who have been giving me ‘lip service’ over the past four weeks.  I am unable to use DocuSign effectively, and my business relies on it daily. This issue has significantly impaired our business processes. As a result, I feel compelled to take this step.  Thank you for your understanding.

Hello ​@MtgBrokerInvis,

I want to acknowledge your frustration regarding the ongoing situation, and I completely understand how important it is to get this resolved. I see that you have two active cases, and I want to assure you that follow-up has already been sent to the team responsible for addressing them. We are actively working to get to the bottom of this for you.

We appreciate your patience and understanding.

Sincerely,

Melanie | Docusign Community Moderator