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How can your request a refund or get customer service without having to pay again for a service that didn’t work for you to begin with? We would love to hear from anyone with success in refund issuance, or anyone that was charged an amount incongruent with the posted fees, & managed a resolution. Our experience is below, & thanks in advance for any advice.
Immensely frustrated with DocuSign in its current state. I had DocuSign for years through my other company & loved it. When the need arose for electronic signatures in the fall of 2024, following Hurricane Helene, I immediately turned to my previously trusted resource, DocuSign. I used many of their apps & services, including Salesforce for years! Now it has been a few years, but in my wildest imagination, I could not have expected a 180° departure from the culture that I had experienced for all those years.
It didn’t take long to realize after one month that we needed to upgrade from 5 envelopes a month to 100, since now envelopes and signatures are basically the same thing. Years ago, you could send an envelope with one document to many signers and that was counted as 1. Now, envelopes to mean signatures. Still, my Data Coordinator & I looked at options together, and decided to upgrade. We figured with the higher subscription level offering in-person support, we could sort out what we needed to provide storm relief documents for signature. It says something when a company has to make how-to videos on getting support! Being injured from a fall after the storm, I am relegated to a smartphone for access, so I sat down with my Data Coordinator to try to sort out some customer service & support. We just kept getting pushed back to the beginning of the effort, logged out of the website, & continued in circles for over an hour. We did this on 3 separate occasions, thinking the site was malfunctioning the first time, we were just missing a vital step or process the second time, & finally the third time realizing we had no choice but to cancel. Even cancelling was difficult, with the app not allowing account management, & the email confirmation not coming through the first time we tried to cancel. You might be thinking neither of us know our way around a computer, but that isn’t true. She is a recent college grad in public relations and has a strong background in technology. I spent 26 years in a very tech reliant industry, manage 3 online businesses, and we could not reach a human being for support.
We had no choice to cancel our subscription in late December, seeing their policy which states refunds are issued in the next billing cycle. So we expected that refund to happen in January, or at the latest February. No refund has ever arrived. DocuSign charged an amount we cannot figure out how they arrived at a total of $1259.42 over 3 transactions. We only had 2 months of service; one at the basic level & the second at the upgraded level. We cannot figure out where these numbers are coming from, how they can get away with providing ZERO live support, and just hold onto money well after services are cancelled. We have had to dispute the charge with our bank. Next, we will be filing complaints with regulatory agencies, as well as completing reviews on Google, Yelp, etc. I am so sad to see a company go from easy chats with humans, a support number to call, when chats weren’t convenient, & a WORKING email for support (which the auto response claim has been shutdown right around when we signed up due to security concerns from bad actors) to creating ridiculous, insurmountable processes, obstacles & even logout cues to keep customers from cancelling and/or getting support.
Corporate should be ashamed to even claim they offer any customer service at all. The poor folks that actually still work for DocuSign must feel this crunch, & huge shift in corporate culture. I have learned a very expensive lesson to now check any previously trusted relationships in the corporate arena to see how far they have fallen before trusting them again.
