Absolutely horrific service from docusign

I am writing to formally raise a complaint regarding the handling of our account and, in particular, the level of service we have received from your sales team.

Firstly, the sales representative, Dooa Handy, provided us with information regarding the cost of our renewal which was incorrect. I have the email correspondence to evidence this and am happy to provide this as part of the complaint.

Since then, I have been trying to obtain some fairly basic information from Dooa to enable us to make an informed decision about which agreement we wish to take forward. Despite contacting and chasing him on numerous occasions, I have received no response.

I have also raised this with his manager, Omar Khaled, but unfortunately this has not resulted in the issue being resolved either.

What is particularly frustrating is that our account has now been stopped, despite the fact that we have not signed a new agreement because we are still trying to establish the information we need in order to decide which agreement is appropriate for us. We therefore do not feel it is reasonable for the account to have been stopped while we are still awaiting information from your team.

At this stage, I would like someone senior to please take ownership of this issue and look into:

• The incorrect information provided to us regarding the renewal cost.
• The emails and repeated chasers that have gone unanswered.
• Why our account has been stopped when we have not yet agreed or signed a new agreement.
• The information we have requested so that we can make an informed decision about which agreement to proceed with.
• The overall level of customer service we have received throughout this process.

I have been more than patient in trying to resolve this directly with the sales team, but unfortunately I have now reached the point where I feel this needs to be escalated.

Please could someone who is able to take ownership of this matter contact me directly, review the correspondence and provide a clear response on how this is going to be resolved.

I would also appreciate our account being reinstated while this matter is being investigated, as we should not be disadvantaged while waiting for your team to provide the information we have repeatedly requested.

I look forward to hearing from someone who can actually take ownership of this and get it resolved.

Kindest Regards,

Helen