Need to request a phone call

Hello ​@Honeymic,

I hope you are doing well. I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Melanie | Docusign Community Moderator

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

This is ridiculous. You can’t get to request a call and o e is not listed. I do t have this service and they charged me $495. Then when I tried to go in cancel it wouldn’t let me login because it said I wasn’t a paying customer. Duh. I’m not then why are you charging me. I placed to tickets and they said hi online and cancel. I CANT!  My next step is a complaint with the better business bureau. You just make it to where you refuse to handle it until the 30 days to cancel is up

Hello ​@Mvillarreal39,

Thank you for reaching out, and welcome to the Docusign Community! We understand that dealing with unknown charges can be frustrating. I am so sorry to hear about your experience with Support, and thank you for bringing this to our attention. I hope you can give us a chance to help. Could you please send me a private message with your email address, account number, and case number?

Regards,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"!

Hello ​@Mvillarreal39,

How are you? I'm checking in to see if you still need assistance. Let us know so we can address it as soon as possible. Thank you!

Regards,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"!

I am experiencing a similar issue. Our company paid $300 for services never rendered and the frontline chat bots are restricting access to the account. This is totally unacceptable and unprofessional for any business to conduct itself.

 We are paying customers, many who operate on a professional level and to be treated as if we aren't entitled as paying business owners and customers to cancel srrvices or request changes to an existing account, is absolutely absurd!

 I asked this morning to speak with a supervisor after the chat bot was not able to resolve my issue, despite providing every single detail she asked for, she then proceeded to tell me she was unable to fully verify me. Well...this isn't the case when it came to charging my credit card. After asking for her to provide the 800 number available to paying customers only, I was told there is no such thing. I then request to speak with a supervisor. Allegedly someone will be calling me back today within the hours requested, but since I have little faith, this is step 2. A professional second forwarning, if I don't hear from someone by this afternoon, I will be left with no other alternative to escalate this matter through the proper channels. I'm sorry to say, this community is probably not intended for this matter, but because this is how the business chooses to operate, this is the game we're playing. I have little faith I'll even receive a call back or my issue will be resolved without further extensive follow up on my end. Therefor, I'm giving a three hour window from the time our chat ended this morning and if no call back is received, I'll be firing off the my formal complaint to the BBB which is pre drafted and ready to go.  

Hello ​@DA123,

We appreciate you reaching out to the Docusign Community. I’m sorry you are having an issue with your account plan and the experience you're having getting this resolved. That's not the level of service we want for our customers.

To further check, could you please provide the following information via private message? 

• Account ID:
• Registered Email Address:
• Case ID (if any):

Once I receive your response, I will look into it and check with our internal team.

Thank you, and I look forward to hearing back from you.

Best regards,

Jenny | Docusign Community Moderator

Hello ​@DA123,

I hope everything is going smoothly for you. I just wanted to check in to see if you still need any help. You may reply here so we can continue supporting you.

Best regards,

Jenny | Docusign Community Moderator