Why did Docusign charge my card 26 times when they should have only charged me once?

Hi ​@Mike at H Real Estate — thanks for reaching out.

We’re here to help where we can, but billing or account changes must be requested from a Docusign account administrator. If that’s not you, we recommend checking with your company’s admin to get started.

For any billing-specific questions, you (or your admin) can open a support case directly here: Open a Support Case.

If you are having trouble creating a case, I can help you with that. You can send me a private message with your Name, Account number in question, email address linked to your account, and case number if you have already created a case, so  I can follow up on your behalf.

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Ma. Cassandra | Docusign Community Moderator
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I don’t think that I am part of a company. I should be on my own account so that would make me the admin. Can you check that for me?

I am only one person so why does it say seats? I’m trying to figure out what Docusign charged me $30 26 times and they would probably have charged me more if there would have been more to get. Can anyone help me understand?  As far as I know, I have never been part of a group. Please help me get my money back!!!!

Docusign will not let me create a case. I watched the video and it doesn’t give me those specific screens and/or choices. Please open a case for me.

I am beyond frustrated with Docusign!!

Hello ​@Mike at H Real Estate 

I created a case on your behalf using the information you provided via private message. For your reference, the case ticket number is 15740111.
I also sent you an email for you to check and respond to moving forward. Thank you.

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Ma. Cassandra | Docusign Community Moderator
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I’m sorry it took me so long to respond. I have been in meetings at work but I just responded to your email and gave you authorization to check my account. 

I see that my Docusign account is fixed. I can now log in as the administrator. When will the 26 payments of $30 (which is $780) be credited back to my account?  

Hi ​@Mike at H Real Estate 
It’s okay; no worries. I received your email response, and we’re now checking on your account. Once I receive feedback from our internal Team, I’ll keep you posted.

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Ma. Cassandra | Docusign Community Moderator
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How long does that process normally take?

The previous payment method was my wife’s debit card. After it was charged the $30 26 times, she had her card cancelled and is getting a new one so that old card number is no longer good. I have updated my account with my debit card so that you can process my refund. Out debit cards go to the same bank account. 

Now that I have updated my payment information, how long will it take to get my refund?

I guessing that there isn’t anyone there on the weekend to help me or answer any questions. I really need my money back. This is a big deal to me and my family. We need to buy groceries!

Hello ​@Mike at H Real Estate 
I understand your perspective. I’m working on your request, and we are making sure that we prioritize it.

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Ma. Cassandra | Docusign Community Moderator
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Hi ​@Mike at H Real Estate 
I sent you an email about your refund request and to confirm whether we can close the case moving forward. I would appreciate it if you could check and respond. Thank you!

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Ma. Cassandra | Docusign Community Moderator
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Hello ​@Mike at H Real Estate 

How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved. 

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

Sincerely,

Ma. Cassandra | Docusign Community Moderator
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