Wrong billing and cannot open a new case

Hello ​@CL-Can't Open a Case,

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 understand you have some Billing questions and you wanted to create a case. However, as you have a free account, the option to open a case is not available. I sincerely apologize for any inconvenience this may cause.  

Only users on a paid account can open a support case in the Docusign Support Center: Article: Open a case in the Docusign Support Center

To assist you, can you please share the Account Number and email address associated with me via DM? Rest assured, we take your privacy seriously and will handle your information with the utmost care. Please do not reply here with any Personal Identifiable Information as this is a public forum.

I’m looking forward to hearing back from you. Thank you!

Best regards,

Melanie| Docusign Community Moderator

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

Hello ​@CL-Can't Open a Case,

Thank you for the information. I submitted a case and request to expedite the resolution. I sent you the case number via personal message. 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. 

Let us know if you need further assistance.

Best regards,

Melanie| Docusign Community Moderator

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

Hello ​@CL-Can't Open a Case,

I received your message. Thank you for the confirmation that the issue was resolved. 

Wishing you all the best. Thank you and take care!

Best regards,

Melanie| Docusign Community Moderator

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

Hi Melanie, 

My credit card just notified me that you charged me twice. Please email me and I’ll forward the CC statement. Please remove my credit card number from the account or the bank will note this as fraud. 

Hello ​@CL-Can't Open a Case,

I sincerely apologize for the inconvenience. I was able to escalate this. You can reply to the email once Docusign Support sends you an update for the case. 

Let us know if you need further assistance.

Best regards,

Melanie| Docusign Community Moderator

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

I called my credit card company again and they said it’s a mistake on their part. I’ll wait another day for the pending refund from DocuSign. Thanks for your patience. I’ll report back once I see the official refund on the credit card statement.