CUSTOMER SERVICE NOT SUPPORTIVE OF THE CUSTOMER

Hello ​@jamiebrockway, 

Thank you for reaching out to the Docusign Community. 

I understand how frustrating and disruptive it is to deal with a sudden account suspension, especially while you are in the middle of trying to upgrade your services. We want to help get this looked into for you as quickly as possible. 

To help us investigate what happened and escalate this to the appropriate internal teams, could you please send us the following details via Private Message: 

• Account Name: 
• Email Address:
• Account ID:
• Case Number (If you have already opened a support case regarding this issue)

Once we have these details, we will raise this internally to review the suspension and help you get back on track. 

Best Regards, 

Luke | Docusign Community Moderator

Accouont Name  *information removed due to PII*

*information removed due to PII*

Account *information removed due to PII*

*information removed due to PII*  (duplicate ticket case *information removed due to PII*)

I started working with the DocuSIgn team back in early March to renew/upgrade our services.  Worked with Farah Khurshid, Jake Gotler and a Lena Younger.  Needed a quote to increase our envelopes and we want the quote from Carahsoft and not through SHI.  There seemed to be a number of internal issues with DocuSign an d SHI.  I have tried over and over to get updates but it appears Farah no longer works for DocuSign?   Lena and Mr. Gotler have not been polite enough to respond to my request.  This morning our employees started receiving emails telling them  that their account has been suspended with no communication with the administrators for the City of Grand Island, causing a number of issue and disruption in business.

Hello ​@jamiebrockway, 

Thank you for providing us with the necessary account details. 

We have reached out to our internal support teams to flag the matter as a priority and expedite it through the appropriate channels. We sincerely apologize for the delay and any disruption this has caused to your operations. We are working to get you updated as quickly as possible. 

Let me know if you have any other concerns in the meantime. 

Thank you. 

Best Regards, 

Luke | Docusign Community moderator 
 

my concern is how quickly can we get this resolved

Hello ​@jamiebrockway, 

Thank you for your reply. I apologize, but we can only check the case status here in the Community. For contract processing and contacting your Account team, keep in touch with the case owner for updates and follow-ups. 

Thank you. Let us know if you have any other questions. We'll do our best to help. 

Best Regards, 

Luke | Docusign Community Moderator