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

  • May 18, 2026
  • 1 reply
  • 15 views
L
Newcomer
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I'm posting here because I've exhausted every other channel and I want both the Docusign team and the community to see what is happening.

Two systemic problems I want to call out

1. The billing/account system is designed against the user.
- Auto-renewal is processed without any fresh consent or confirmation step.
- There is no option in the account UI to unbind or remove a credit card once it has been added. The only "option" is to contact Support — which, as you'll see below, is its own problem.

The combination of these two design choices means a user who wants to stop paying Docusign cannot actually stop paying Docusign through the product itself. That is not a UX oversight. That is a deliberate friction wall around the exit, and it directly enabled what happened to me.

2. Customer Support is non-functional for billing disputes.

 

*information removed due to PII*


I cancelled my subscription on 15 October 2025 and have proof of that cancellation. I did not authorize, request, or interact with any renewal afterwards. Despite that, my card was auto-charged on 18 April 2026. I have spent the last two weeks trying to get someone at Docusign to acknowledge this, with full documentation attached to every ticket. The result is below.
 

*information removed due to PII*

 

Full timeline


3 May 2026 — Case #17271609
First ticket opened with full evidence of the October 2025 cancellation. Support rep Yesenia replied that the charge was "non-refundable per policy" — without engaging with the fact that the underlying transaction was unauthorized in the first place. After my reply on 4 May, no further response. Silent since.

 

4 May 2026 onwards
I sent multiple follow-up emails to Docusign Support. Zero replies. Two weeks of silence as of today.


10 May 2026 — Case #17347161
Opened a second ticket. In the live chat, the agent confirmed the cancellation and refund would be processed immediately because the transaction was unauthorized. One day later the ticket was closed as "Duplicate" with no follow-up email, no cancellation confirmation, and no refund.

 

*information removed due to PII*

 

18 May 2026 — Callback under Case #17347161
Requested a callback. The agent on the call committed to clearing the account: removing the stored card, cancelling all subscriptions, and processing the refund. I replied to the confirmation email approving the cancellation and downgrade to a free plan. Waiting to see whether this one actually goes through.

 

*information removed due to PII*

 

Where this leaves me

Because Docusign provides no way to remove my card from the account, and because Support has ignored documented evidence of an unauthorized charge for two weeks, I have had to contact my bank to freeze the card and file a formal dispute. That is the only mechanism available to me to stop Docusign from charging a card I cannot remove, for a subscription I cancelled seven months ago.
 

I'm posting this for two reasons:

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.
 

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.
 

I will not be using Docusign again after this is resolved, and I will not be recommending it. I'd genuinely rather not have to say that, but here we are.
 

Happy to share the full email chain and screenshots with any staff member who actually wants to look into this.

1 reply

N
Community Moderator
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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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