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Question

Unauthorized Billing after account closure

B
Newcomer
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I am reaching out in frustration due to an unauthorized charge of $115.13 on my account after I properly canceled my subscription within the first month of use.

 

I initially signed up for a 30-day free trial but realized I needed the Standard monthly plan to access full features. However, after using the service for less than a month, I canceled my subscription, expecting no further charges. Despite this, I was still billed for an account that is now classified as “free”, which has completely restricted my ability to create a support ticket or get assistance.

 

Your lack of accessible support channels for billing disputes is unacceptable, and it feels like DocuSign is deliberately making it difficult for customers to resolve issues. I kindly request an immediate refund of the unauthorized charge and confirmation that my account is fully canceled to prevent any further unexpected billing.

7 replies

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Community Moderator
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Hello ​@BrittneyNHicks,

 

Thank you for reaching out, and welcome to the Docusign Community! We are glad to have you here and can't wait to help share as much knowledge as possible.

 

I understand that you signed up for a 30-day free trial and later opted for the Standard monthly plan. I noted that you canceled your subscription but were still billed for the renewal. We sincerely apologize for the frustration.

 

Because of billing matters sensitivity, we cannot talk about them on this public forum. Please send me a private message with the following information:

  1. The email address associated with your DocuSign account.
  2. Account Number
  3. The date you canceled your subscription.
  4. Any confirmation emails or notifications you received regarding the cancellation.

 

Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

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1 person likes this
  • B
    BrittneyNHicks
B
Newcomer
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​@Melanie.Panguito  - Thanks for your quick response! Just sent you a private message with this information.

M
Community Moderator
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Hello ​@BrittneyNHicks,

 

Thank you for providing the information I requested. I replied to you. Can you please check if you can create a case:

Note: Please make sure you are logged out of your account.

Go here: Get Support > More Support Options > I can't access my account > Product: eSignature > and fill out the form. Provide all the necessary details and describe your issue in detail.

Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

B
Newcomer
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How long will it take to get response. At this point I have enough documentation to file a chargeback with my bank. But I wanted to allow Docusign to do the right thing.

M
Community Moderator
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Hello ​@BrittneyNHicks,

 

I am sorry I am unable to provide an exact timeframe. Can you please send me a private message of your case number? Thank you!

 

Best regards,

Melanie | Docusign Community Moderator

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

B
Newcomer
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​@Melanie.Panguito - it doesn’t give you a case number when you submit the form.

It just says successfully submitted and expect response within 24 hours.

M
Community Moderator
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Hello ​@BrittneyNHicks,

 

Upon review, your case has been received and is waiting to be addressed by the next available representative. There may be some delays due to a high number of cases being handled at the moment. I sincerely apologize for this.

 

Best regards,

Melanie | Docusign Community Moderator

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

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