Complaints Team

Question

Could a DocuSign representative please advise on the process for raising an official complaint?

I've been trying to renew our contract with two Renewal Coordinators at DocuSign for over a month, yet we're no closer to getting our agreement renewed.

In the meantime, we've exceeded our allocated envelope allowance from our original term and are now being charged overage fees simply because our renewal hasn't been processed.

Despite repeatedly trying to progress the renewal—and being ready to commit to a further two-year agreement with DocuSign—I've received minimal response, with previous communications repeatedly being ignored by the same Renewal Coordinator!

This has been an extremely disappointing experience from a company that I'd expect to be professional, responsive and customer-focused.

I'd appreciate it if someone from DocuSign could escalate this matter and help bring it to a resolution as soon as possible.

Luke.Cervantes · Answer

Hello ​@Halpert,Thank you for reaching out here in the Docusign Community. I appreciate you bringing this matter to our attention. I understand your frustration regarding the delay in your contract renewal, the minimal communication you have experienced, and the resulting overage fees. This is certainly not the level of service we aim to provide.We want to get this resolved for you as quickly as possible. To help me escalate this to the correct teaminternally, could you please let me know if you currently have an ongoing support case number for this issue?If you do, please reply to me via Private Message (PM) with the case number, along with the email address and Account ID associated with your Docusign account. Once I have those details, I will immediately raise this to the appropriate channel for a swift resolution.Thank you for your patience and for your continued commitment to us. Let me know if you have any questions.Best Regards,Luke | Docusign Community Moderator

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