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

If this helped, feel free to Like👍and click "Best Answer"

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

If this helped, feel free to Like👍and click "Best Answer"

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

If this helped, feel free to like 👍 and click "Best Answer."

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

If this helped, feel free to like 👍 and click "Best Answer."

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

If this helped, feel free to like 👍 and click "Best Answer."

Thank you. Did you receive a reply at all?

Kind Regards

Clair Ball