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My credit card has been billed by Docusign in January 2025 and I would like to know why? No Docusign service was recieved, at all.  I am on Freemium after downgrading from a subscription plan in October 2024.  No invoice for the January 2025 bill was received by email and no invoice for the amount taken of the credit card shows in the “Billing History” section as the “Billing History” section does not show.  I have tried to raise a support case but there is no means of doing this.  I also tried to contact Sales but the menu options on the telephone call did not provide a solution.  I am met with a rabbit warren of menu options and would rather speak to someone within your company as I am being billed yet not receiving a service.  It is totally unsatisfactory.

Hello ​@Tracker,

Thank you for reaching out to the Docusign Community.

I apologize for the inconvenience. To better assist you, can you provide me with the email linked to the account and the account number via DM? Please do not post here as a public comment since it is Private, Identifiable Information that cannot be discussed in a public post.

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.

Hello Christopher

 

I have private messaged you with the details.

 

Thanks

Hello ​@Tracker,

I sent you a new DM,

 

Best regards,

Christopher | Docusign Community Moderator

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

I have followed your instructions contained in your private message.  However, once again, I am going around in circles.  Please remedy by escalating this issue and asking one of your colleagues to call me with answers.  It is not unreasonable to ask for an invoice and justification as to why a payment was taken of (months after I last used a Docusign service),  There is also the issue of storing credit card details without permission over a certain period.

Hello ​@Tracker,

I sent you a new DM requesting the confirmation of some information that cannot be disclosed in this public forum.

 

Best regards,

Christopher | Docusign Community Moderator

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

Hello Christopher

 

All the information is provided to you by PM.  I would be grateful if you could expedite my query, to the relevant team, as to why we were charged months afterwards and please provide a supporting invoice/receipt?

 

Thank you

Hello

Is there any update as to why an amount was charged/billed to the credit card months later, without warning and without a suporting invoice/receipt?

Many thanks

 

Hello ​@Tracker,

The case 14899025 is currently under review, did you received an email on February 14th, 2025?

 

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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