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Wrongly Charged & Poor Customer Service

Forum|Forum|1 year ago
March 11, 2025
8 replies
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I cancelled my Docusign plan that I’ve had for years in preparation for my maternity leave and not needing the service during that time. I cancelled with plenty of time before my annual renewal was due and received confirmation of such. I have now been charged for another year out of the blue, with not even an invoice to show for it. As I am now on a free plan, I can’t contact anyone to resolve this issue and have been going round in circles trying to figure out how to resolve this. I even resorted to calling sales and they said they would put a case in for me, which they didn’t end up doing. When I called up again to check in, the woman on the phone was rude and dismissive. I would like a refund asap but am at a loss to figure out how to do so.

Best answer by marco.tanglao

Hello @Aest91

Thank you for reaching out here in Docusign Community.

We apologize for any inconvenience this charged may have caused and I understand that you are having difficulties reaching out to a support or creating a ticket to request for a refund.

Please see the options to contact support:

How do I contact Docusign Customer Support?

Important Changes to Docusign Support

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

M

marco.tanglao

Answer

Docusign Employee

Hello @Aest91

Thank you for reaching out here in Docusign Community.

We apologize for any inconvenience this charged may have caused and I understand that you are having difficulties reaching out to a support or creating a ticket to request for a refund.

Please see the options to contact support:

How do I contact Docusign Customer Support?

Important Changes to Docusign Support

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

A

Aest91

Author

New Voice

Thank you Marco, I did this a few days ago and haven’t received a response. Will give it a couple more days and see.

M

marco.tanglao

Docusign Employee

Hello @Aest91,

Please be informed that turnaround time may vary depending on the volume of the cases submitted.

Favor, may you please mark answer as the "Best Answer ✅" by clicking “Select as Best”.

It helps other community members who might have similar questions. Thank you!

Best regards,
Marco Paulo | Docusign Community Moderator

A

Aest91

Author

New Voice

I understand that, but honestly feel I am being ignored and won’t receive a response whatsoever!

M

marco.tanglao

Docusign Employee

Hello @Aest91,

I understand how you feel and we do apologize for any inconvenience that this has caused you.

I think it’s best for you to request a callback and provide your callback information together with your availability so this can be addressed all at once.

You can also send me a private message and give the case number so I can ping the case owner and let him/her know your request.

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

M

marco.tanglao

Docusign Employee

Hello @Aest91

I hope you are doing well.

I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful.

If so, please mark it as the "Best Answer ✅" by clicking “Select as Best” to make it easier for other users to find.

Otherwise, let me know and I will gladly help you address the situation as soon as possible.

Best regards,
Marco Paulo | Docusign Community Moderator

A

Aest91

Author

New Voice

Hello @marco.tanglao,

The issue is not resolved unfortunately. Instead they just closed the case without informing me, and apparently have no record of charging me. I have had to go to my bank to try to resolve instead, but am concerned that Docusign has my bank details and can just charge me again at any point.

Hope you can help.

J

Jenny.Martin

Community Moderator

Hello @Aest91,

I hope you are doing well. We sincerely regret to hear about your disappointing experience with our service and support team. We appreciate you bringing them to our attention.

You may send me a private message with your account information (email address and account number) so I can verify if your account is still active.

Best regards,

Jenny | Docusign Community Moderator

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

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