Support is nonexistent - case was sent to sales with no way to reach anyone

Hello ​@mollyWP , 

Thank you for reaching out here in the DocuSign Community. 

I apologize for your experience with customer support so far, but I would be more than glad to help.

Can you please provide the case number for me to review and follow up with the team?

Best regards, 
Rodolfo| DocuSign Community Moderator 

"Select as Best" below if you find the answer a valid solution to your issue!

Hi ​@mollyWP,

I am also in need of a refund for a different issue and just posted my own question here in the community forum. Support is not helpful / pretty much not available. I am having much better success with a different esignature company that I probably can’t mention here with getting blocked. Sorry I can’t be of any help, just saying I’m right there with you and am sorry you are having struggles. I am fed up myself.

Hello ​@enroutearts, 

I’m sorry to hear that you are also having issues with Customer Support.

Can you please let me know if you have already been assisted by another expert on your post?

If not, I’d be glad to help. Kindly send me the link or the case number for us to check what needs to be done to get the refund.

Best regards, 
Rodolfo| DocuSign Community Moderator 

"Select as Best" below if you find the answer a valid solution to your issue!

Hello ​@rodolfo.napay,

Thank you for replying to me! It seems that posting here in the community forum is helping me reach support after all, and I am grateful for that.

I have received an email and a private message from two different DocuSign reps who say they will help me. One was 3 days ago and the other was 2 days ago. I haven’t heard anything else since then, so I just reached back out to both of them to follow-up. I hope they get back to me again soon. If not, yes I may ask for your help!

The one who emailed me assigned me a case number: 14715967. I hope something is being done about my case. Thank you!

Hello ​@EnRouteArts,

Thank you for the information, I have reviewed your case and sent a follow up to the expert and his lead that is currently handling your case.

I will continue to monitor the case and give you an update once I hear back from them.

Let us know if you need further assistance.

Best regards,

Rodolfo | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Thank you, I look forward to hearing back from you, ​@rodolfo.napay.

Hello ​@EnRouteArts,

I see that one of our Leads has replied to you on the case. 

Do let us know if you need further assistance from us.

Best regards,

Rodolfo | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Hello ​@rodolfo.napay,

I received an email from DocuSign Support this morning saying they will refund only part of what they stole from me. They are sending me back $441.97, when DocuSign actually stole $471.14 from me. The email also says that the refund amount is “subject to change due to taxation or proration,” and that they have submitted a downgrade request for me. But I had already successfully downgraded to the free plan before the subscription renewal date and never signed up for a paid plan again. That’s what start this whole thing… I got charged months after I had canceled my subscription. DocuSign has already admitted that this was a system error. They should send me back the whole amount and not keep some illegally. This is what I said in my reply to the support email this morning:

I have three questions:

1. That is the incorrect amount for the refund. I was charged $471.14 months after I had canceled my subscription. I downgraded to the free plan at the beginning of 2024 before the subscription's renewal date, and I NEVER signed up for another paid plan again.

2. Speaking of never signing up for a paid plan again, why are you saying that you made a downgrade request for me? Why did another downgrade request need to be made at all, when I already downgraded to the free plan at the beginning of 2024 and NEVER signed up for another paid plan again? The whole point of this refund is that I was charged $471.14 months after I had canceled.

3. I don't understand why the refund amount would be "subject to change" due to taxation or proration. Again, I never signed up for another paid plan after canceling before the renewal date in 2024. DocuSign stole from me $471.14. Therefore, DocuSign should return that exact amount or else DocuSign is still committing theft.

In summary, I should be refunded the correct total amount that I was illegally charged: $471.14. There is no reason for DocuSign to keep some of it. I was wrongfully charged. Again, this is theft and incredibly wrong.

Hello ​@EnRouteArts,

I understand where you are coming from but rest assured you will be refunded the full amount.

The amount mentioned by the expert does not include the taxes which is part of our legal disclosure.

After the taxes are applied, the amount to be refunded would be the amount that was charged off of your card.

Hope this helps.

Best regards,

Rodolfo | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Thank you for the explanation, ​@rodolfo.napay. That is reassuring. I am keeping an eye out for the refund. Another representative on a different thread also explained that the ‘downgrade’ thing is just part of what they do when issuing a refund and I wasn’t re-signed up for any plan. So I’m feeling a little better about this and just waiting for the refund now.

​@rodolfo.napay Thank you for responding. I did finally receive help via email and my issue was resolved, after adding another seat and then taking initiative to cancel my own seat and hoping that it would be the one that had no envelopes left. However, this took 10 days and posting this complaint. I am happier with Docusign’s responsiveness, as I did receive several email responses, and one that led to my issue being resolved so that we were not charged for two seats when we renewed this year.  I am going to suggest three actions on the Think forum that may improve customer service and plan management:

1. For callback requests: Allow for comments or a drop-down menu to note time zones.  I was called back before business hours, after business hours, and on two different holidays, so four times when our office was closed.
2. In sales emails, ,ake sure that sales staff include the actual link to a calendar to schedule a virtual meeting - I was offered a discount on a new plan and was told to click a link to schedule same, but there was no link.
3. If it is not already an option, make it possible to select which seat you’d like to cancel (showing the number of envelopes). I couldn’t find it and just had to hope it worked.

Thank you.

I have received the refund in full. Thank you, ​@rodolfo.napay.