Docusign Complaints Procedure

Hello ​@Clair Ball 
Thank you for reaching out, and I’m sorry to hear about the experience you’ve had. We understand the importance of having a clear process for raising concerns.
To better assist you, please provide more information about your concern so we can direct you to the appropriate team if needed. Thank you.

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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Thank you for your reply.

In brief which I am happy to go into further details.

We would like to raise a complaint about a grossly mis-sold contract as this did not comply with our requirements.

After three months received an over usage invoice. After several emails between myself, Sean McEvoy and Andrea Wilson, we have received apologies and a discounted invoice which we are grateful for however feel that as the contract did not meet our requirements and this was not advised that the over usage charges should be revoked.

We have asked for the call recording to which our requirements were clearly advised which was at the end of July and unfortunately our call recordings delete after 90 days. 

We would like this matter investigated and ask who would do this.

Andrea and Sean have advised this is the best they can do and that you do not have anyway that handles complaints and any account management complaints are passed to them. Is this correct? We are surprised if you do not have a complaints procedure.

Thank you and we await to hear from you.

Kind Regards

Clair Ball

Chaves LLP

Hello ​@Clair Ball 
Thank you for taking the time to share your concern with us here in the Community. I’m very sorry that you’ve had to experience this. To better assist you, could you please send me a private message with your account details, including the email associated with your account, the account number, and the account name? If you have already created a support case, kindly include the case number as well. Additionally, for clarification, may I ask what your original question was when they responded with:
“Andrea and Sean have advised that this is the best they can do and that you do not have anyone who handles complaints, and any account management complaints are passed to them.”?
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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Please can anyone let me know how I make a complaint about a support case in which the operator is unable to resolve regarding 25 payment issues 

Hello ​@ecrane 
Thank you for reaching out, and welcome to the Docusign Community! I’m sorry to hear about the ongoing difficulty you’ve experienced- especially with something as important as payment issues. I understand how frustrating it must be to go through multiple concerns without getting a resolution.

We appreciate your patience, and I’ll do my best to resolve this issue for you. To begin with, could you please send me your account details via private message, including the account name, account number, email associated with your account, and the case number? 
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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Yes please can you confirm how I send via private message 

Hello ​@ecrane 
Please click on my username and then click “Send private message.” Thank you!  
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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Dear Ma. Cassandra

Do you have an update for me following my private message?

Thank you

Kind Regards

Clair Ball

Hello ​@Clair Ball 
I reached out to the internal Team, and I was told that they will get back to me soon. I haven’t heard from them yet, and I will send a follow-up today.
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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Thank you. Did you receive a reply at all?

Kind Regards

Clair Ball

Hello ​@Clair Ball 

Upon coordinating with the team, they confirmed that feedback has been forwarded to the management team. Andrea leads our Sales team and has taken note of your feedback. We have addressed all related issues, and your contract has been successfully renewed.
Regarding your desire to file a complaint, I want to assure you that it has been acknowledged, and our Sales leadership is aware. If you encounter any ongoing issues or obstacles, please don't hesitate to contact us so we can provide further assistance.
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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Thank you however my complaint was not about a contract renewal it was about over usage charges and mis sold contract? 

Will you investigate the matter? Will I receive a complaint number? A more detailed explanation on the mis-sold contract? Surely you must have phone recordings that you can listen back to?

We are raising an official complaint so will we receive an official response?

I have already discussed this with Andrea however do not feel that this was investigated correctly and raised a complaint regarding a mis sold contract and over usages charges 

I await your urgent response

Kind Regards

Clair Ball

Hi ​@Clair Ball 
Thank you for sharing your concerns. While this community offers general guidance, I want you to know that I'm committed to making sure your feedback reaches the relevant team. I have reviewed and forwarded your latest message to the Team. Please know that response times may be slightly extended due to scheduling differences, but I promise to keep you posted as soon as I receive any news.

Sincerely,

Ma. Cassandra | Docusign Community Moderator

Dear Ma,

I have yet to receive any response and understand that response times maybe delayed however, I would like to receive a copy of docusigns complaints policy as my complaint is official, I would like to know what your response times are aswell as an official complaints number? I would appreciate a response and thank you for your assistance so far.

Kind Regards

Clair Ball