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Question

Complaints Team

  • July 3, 2026
  • 4 replies
  • 80 views
H
Newcomer
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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.

4 replies

L
Community Moderator
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  • Luke.CervantesCommunity Moderator
  • Community Moderator
  • July 3, 2026

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 team internally,  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

L
Community Moderator
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  • Luke.CervantesCommunity Moderator
  • Community Moderator
  • July 13, 2026

Hello ​@Halpert, 

I hope you are doing well! I wanted to follow up and see if you still need help with this post.

Please let us know if you do. We’re here to help! 

Best regards,
Luke | Docusign Community Moderator

H
Newcomer
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  • HalpertNewcomer
  • Author
  • Newcomer
  • July 14, 2026

Morning Luke, 

Thanks for the follow up.

As discussed via Private Message as requested, I made contact with various members of Docusign to progress the renewal and was ignored repeatedly over a 2 month period.

We eventually progressed the renewal and are committed for a further 2 years - hopefully the next renewal process will be smoother.

Really disappointing and resulted in additional cost to the business due to lack of attention from Docusign “Renewal Coordinator(s)” this time around.

Best.

L
Community Moderator
Forum|alt.badge.img+6
  • Luke.CervantesCommunity Moderator
  • Community Moderator
  • July 15, 2026

Hello ​@Halpert, 

Thank you for your feedback.

Once again, please accept our apologies for the communication delays you experienced. We appreciate your continued commitment for the next two years. We have duly noted this situation, and we are focused on making your next renewal seamless.

We want to ensure you have the best possible experience with Docusign.

Thank you, and have a great day ahead! 

Best Regards, 

Luke | Docusign Community Moderator

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