How do I request a refund after downgrading my account to a free account?

Hello ​@sarahcuda 

Thank you for reaching out here in Docusign Community.

This is not the best platform to raise your concern.

Use the bottom part of the Get Support page to submit a case. 

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

like I said, I can’t open a case because my account doesn’t have that feature
 

Hello ​@sarahcuda 
 

Please log out and go to “Get Support” page.

Scroll down to More support options then from there it will allow you to open a case without logging in to your account.

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

first of all, I would suggest the company to have a better way of contacting support in a free account rather than this unintuitive workaround.

ok I’ve done that yesterday and the response was that I’ve somehow gone over a limit for envelopes and was charged an “overage” fee. He also said to look at the invoice on the Plan and Billing tab, which I did, and there was no invoice when I clicked on that.

He suggested I upgrade my account, which I am not interested in doing. Why would I not be warned in advance of overage and why would it cost this much? I did not do any actions in docusign since I downgraded my account so this is either a mistake or a terrible business policy. Here is what the service representative said:

After carefully checking, I found that the fees and charges you see are due to your overage usage. This happens when you go above your envelope subscription. To prevent this from happening, I suggest upgrading the account. 

I opened a dispute with my credit card company since there doesn’t seem to be any real way of finding out what happened or getting a phone call with a real person from docusign.