How do i contact the CEO of Docusign or customer care manager about their extremely flawed Security authentication process of random questions they ask?

Question

I’d like to contact Docusign CEO Allan Thygesen directly or Docusign’s customer care team to address my issue as follows.

Let me explain the problem. Docusign does a great job of trying to authenticate who you are with Truth Challenge questions (series of 3 questions). Good. Examples, what county did you live in when you owned a property, car you bought year, color etc. Good. These questions protect us when signing docs.

The problem is that when docusign challenge questions start asking questions about people whom I have no clue about beyond I know this person was the former owner of my house i currently live in that where the titles on our houses switched during this aquisition. Then the challenge questions i failed “asking questions completely not relevant to a person i don’t know”, forces a reset and then reasking of the question. This is inefficient use of time on all sides.

Docusigns algorithm for grabbing data from Credit bureaus is severely flawed. About 1 out of each 3 challenge questions randomly show up about this person whom I don’t know beyond him previously owning my current house. These questions continue to happen for years for docusign. I’m know of friends who have said the same thing with docusign. My advice is Fix it.

Please feel free to contact me directly Docusign. Not by email, by phone. You have my number

Jenny.Martin · Answer

Hello ​@Brian Boyd,Welcome to the Docusign Community!Thank you so much for sharing your detailed feedback about the authentication process. We truly appreciate your insight and understand how frustrating it can be to see questions about people who aren’t related to your personal history.From what you’ve described, it sounds like you’re going through the Knowledge-Based Authentication (KBA) process. To clarify, this step is managed by a third-party partner that uses publicly available records,something DocuSign doesn’t directly control. In some cases, the system may include what are known as “red herring” questions, which are designed to enhance security. However, we cannot confirm if that applies in your case since we do not generate or have visibility into the specific questions presented.We completely understand your concern and will make sure to review your feedback. If you’d like, we can also create a case on your behalf, just send me a direct message with your email address and phone numberThank you again for your patience and understanding.Best Regards,Jenny | Docusign Community Moderator

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