Charged without consent after cancelling last October — 2 weeks of silence from Support. Is this normal?

Hi ​@LeonardChengHK,

We appreciate you reaching out to the Docusign Community and are delighted to have you join us.

I'm really sorry to hear about your experience, and thank you for taking the time to share it. I completely understand how frustrating it is when things don’t work the way you expect, especially when you're trying to get work done. Please allow me to help you with this and provide the necessary information.

Let’s tackle a few of the issues you raised:

1. To the Docusign team: the combination of (a) silent auto-renewal, (b) no self-serve card removal, and (c) Support that ignores evidence and closes tickets as "duplicate" is not a series of unrelated bugs. Together they form a pattern that looks indistinguishable from intentional dark-pattern billing. Someone senior needs to look at this.

• As per Docusign Terms and Conditions, 11.17.2. Cancellation rights. If you have purchased a Docusign Service or Subscription Plan, you have a right to cancel the contract within fourteen (14) days from the day after contract conclusion.  If you wish to terminate, you must provide notice, as we may instruct on our website, such as here or by contacting us here: (https://support.docusign.com). We will reimburse you without undue delay, and no later than 14 days after your cancellation request, using the same means of payment as you used for the initial transaction. You will not incur any additional fees in connection with cancellation under this section. For more information, please refer to this: Terms and Conditions 

2. To the community: if you have had a similar experience — unauthorized renewal after cancellation, inability to remove a payment method, tickets closed without resolution — please reply. I'd like to know whether this is an isolated failure or a broader pattern.

• Upon checking, based on the information provided in the screenshot, our Docusign support expert was able to submit a refund request. Once approved and processed, Docusign will notify your bank to process and refund the amount to the same payment method. Once done, your account will be closed, or you may request to downgrade it to a free account so you can still log in and retrieve documents if necessary. Your payment method will no longer be available in our system after the subscription is canceled. Please take note that the refund process might take up to 14 business days. 
• Link for reference: Docusign Refund Policy
• We normally recommend submitting the subscription cancellation request at least 5 to 14 days before the renewal date.
• 4.4.2.  Renewals.  If you purchase a Subscription Plan, you agree to pay the then-current fee for the Subscription Plan and understand that it will automatically renew for the same time period (“Renewal Term”) unless you cancel your Subscription Plan or terminate your Account in advance.

We sincerely apologize for the inconvenience this has caused you. 

Again, I’m sorry your experience hasn’t met expectations so far. I’d love the chance to help turn it around, and the Community is here to support you.

Thank you for your patience and understanding in this matter.

Best regards,

Noralynn | Docusign Community Moderator

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Hi ​@LeonardChengHK,

I hope you’re doing well and having a great day!

I just wanted to check in and see how things are going on your end. 

If anything else comes up or you hit another roadblock, don’t hesitate to reach out here in the Community.

Thanks for being part of the Docusign Community!

Sincerely,

Noralynn | Docusign Community Moderator

Noralynn — thank you for submitting the refund request. For the record, here is the current status, and a new and far more serious development.

1. Partial progress. Following my last phone call with Support, the agent acknowledged that Docusign auto-renewed and charged me without my authorization, and agreed to refund 240 GBP to my Hong Kong bank account, and the refund arrived to my local bank account on 18 May 2026. My Docusign account front-end now shows a Freemium plan with no payment method on file.
 

*information removed due to PII*

2. A SECOND unauthorized charge
Despite my account showing as a free account with no stored payment method, I was suddenly charged HKD $700 by Docusign on 11 May 2026 again. This charge appears nowhere in my Billing History. I received no invoice, no subscription record, and no notification of any kind. I discovered it myself. It was never disclosed or flagged by any of your agents — including during the call in which I was assured my account would be fully cleared.

Let that sink in: your own front-end shows me as a free user with no card on file, while your backend is simultaneously billing a credit card I was never even shown.

*information removed due to PII*

3. This is now clearly a systemic backend failure, not a billing dispute. Multiple of your own agents told me my account shows a "dual identity" in your system. Combined with the above, the evidence points to a serious flaw in how Docusign stores and reconciles subscription state — most likely a mishandled data migration that duplicated accounts and left an orphaned subscription record still actively charging an old, early-bound card, invisible to the customer-facing system.

If that is correct, the implications go well beyond me: it would mean Docusign may have been silently double-charging customers for years, without it ever appearing in billing history, without a single notification, and without detection. That is not a UX problem. That is a fundamental integrity failure in your billing database.
 

4. I have now been locked out of support entirely. Because my account displays as Freemium, I can no longer open a support ticket or request a callback — those are paid-user features. So the very system error that keeps charging me has also stripped me of the only channels to report it.

Where this stands:
• I have instructed my bank to freeze the affected card.
• I have engaged legal counsel and am prepared to pursue this through formal legal channels.
 

My formal demands to Docusign:
1. Conduct a full audit of every charge made to any card associated with my account — and to any duplicate or linked "identity" of it — from account creation to today, and provide me a complete written accounting of exactly how much I have been overcharged.
2. Refund the full overcharged amount, AND pay reasonable compensatory damages for the repeated unauthorized charges, the time and cost I have incurred, and the failure of your support process.
3. Formally acknowledge, in writing, the backend/database error that caused these duplicate charges.
 

I remain willing to provide the full email chain, screenshots, and bank records to any staff member genuinely prepared to investigate.

Hi ​@LeonardChengHK,

I appreciate your response and update.

We apologize that the issue remains unresolved. No worries, I’ll be glad to help and check with our designated team.

To further assist, could we continue our conversation via private message? The Docusign Community is a public forum, and we want to make sure your privacy is protected.

Please check your message, as I need a few pieces of information to proceed.

Thank you for your understanding and cooperation.

Best regards,

Noralynn | Docusign Community Moderator