Hello ​@Dolly 

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and want to assure you that we are fully committed to providing you with the best service possible. 

I am truly sorry to hear about the issue you're facing with your subscription and your request for a refund. I want you to know that your concern is important to us. However, due to the sensitivity of billing matters, we are unable to discuss them on this public forum. Please open a support case so our expert team can review your account. See below steps:

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.

​If you already have a case and received no response, please send me a private message with your name, email address linked to the account and account number. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

A support case was open and closed but there is not a response to the out come of the case it’s just closed.

But I am still charged and told I have a free account so I would have to pay for support.   

I called your 800 number and was hung up on

Stay Klassy Docusign!

Hello ​@Dolly,

I sincerely apologize. I have forwarded your details to our internal support. I assure you that your case is under review, and we are working diligently to resolve it. You can reply to the email once Docusign Support sends you an update for the case. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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Hello ​@Dolly,

I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

I’m in the same boat here, I had a substantial amount charged to my credit card, and despite following all the steps to cancel my subscription and request a refund, I am still waiting for a refund. The account is now free of charge but the issue has not been resolved. Of course, they don’t offer any way to talk to anyone at all. I think you would expect to at least be able to find a phone number, especially when you factor in how much we pay for this service; which, by the way, is more expensive than the competition.

I’m going to give them until Friday. If I don’t hear anything by then, I’m going to take matters into my own hands and ask Mastercard for a refund.

Hello ​@Ant22,

Thank you for reaching out to the Docusign Community. I see that you have billing issues. I sincerely apologize that your recent experience has been less than ideal. It looks like you already have an open case about the refund request, correct? While billing concerns are handled by Support, if you can send me a private message with your case number along with your account details, I can check the status and help you with the follow up.

Sincerely,

Melanie | Docusign Community Moderator

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