DocuSign
Reviews and Complaints

Terrible company, the service they provide is alright but the customer service is unserviceable. Additionally, the website's design is either hilariously incompetent or intentionally malicious. I needed to go through extreme lengths in order to cancel my subscription as the website logged me out several times in the span of minutes for no apparent reason and the ability to cancel my subscription was not even available via the website for another unknown reason. The only way to cancel my subscription was to contact customer service which was another difficult and unpleasant endeavor.

I called customer service 2 times and got 2 people who barely spoke english. I told them the issue, they put me on hold, then proceeded to hang up. I haven't used the service in years and wanted to cancel. The email on the account was long gone and I needed to change the email so I can verify the account and change my settings to cancel. Very frustrating service. I run my own company and do not have the time for poor service. I still have not been able to cancel and will deny the charges if I get billed again. They really have gone downhill in service when the tools to be great are accessible.

I was very happy with their service for several years. Out of the blue I was contacted about their "reasonable use" policy. Apparently there was some serious fine print. I was told that, in order to continue using DocuSign, I'd need to pay 10x the amount I was currently paying. When I did some research and found a truly unlimited plan with another company, I was offered no refund for my unused time. Bye, Docusign. See you never. Also- hope it was worth the couple hundred bucks you gained from not refunding my unused plan. That will cost you more than that in all the negative word I'm going to spread to anyone who will listen, including the many small business networks I'm in.

Very poor customer service. Another big company who has lost touch with the average user. We have a premium plan and, even with that, can't speak to someone. The "chat" button leads you in an endless loop of "contacting support" via their chat-bot and never progresses the situation. Furthermore, my account is now showing that it is scheduled to be deleted (not requested) and to contact support which, see above. I was able to find a phone number online which connected me with their support agent; although, in the background, I could hear chickens and other animals while I attempted to understand extremely broken English. I'm extremely dissatisfied and let down by their customer service, or lack there of.

Worst customer service ever! I was charged 3 times and still don't have access to the premium account. Shortly after noticing that I was charged three times, I asked them to cancel everything and reverse the charges. This was approved through one of their customer service reps on the live chat on the DocuSign website. It's been a month since this interaction and no refund yet! So I had to reinitiate the process and ask them again. Now they're saying only one charge has been approved for refund. The platform they offer is good but this is the worst service I've encountered from any company ever. If you're looking for an online signing platform I say save yourself the headache and go explore some alternatives such as HelloSign or Adobe sign. If we could give them negative stars I certainly would. STAY AWAY.

I've had very similar interactions with their Customer Service as most of the other people here. I normally don't leave reviews, but this has been so incredibly frustrating, I just needed to vent if nothing else. Basically, we signed up for service. Our account rep told us that someone would be contacting us to walk us through setting up our account. No one ever contacted us. I reached out to our rep several times and received no response. I asked them to cancel our account - no response. Now we're getting collection emails from them, and regardless of whom I email, I get no response. I know they're a legitimate company, but this almost feels like a scam. They respond to you just long enough to get a commitment out of you, then once you're on the hook for the money, they just skip town. I would say to avoid these shysters at all costs.

Impossible to downgrade. We have a DocuSign corporate account that currently costs almost $900 per year. Since we only need a few e-signatures per year, I tried to downgrade the plan to a standard plan that would be $300 per year. I called customer service and the rep proceeded to argue with me about how many current users we have and that there should be a "change plan" button on the plans and billing screen (there was not). He finally concluded that he would submit a request to downgrade the account and he created a case ID. A few days later I received an email that they were working on it and then another email that they sent the request to our account *** I received an email from our account rep asking what he could help with. So I emailed him back and repeated the request to let him know I wanted to downgrade and that I hadn't paid for the renewal yet. He replied that it was impossible to downgrade until next year's renewal date.

I had been using Docusign for about a year before the Pandemic. I normally met clients in person but during 2020 had to resort to electronic filing and signatures. My fee when signing up, initially I as $300 for the year which equaled 100 signatures. During 2020 my e-doc signatures went up to 300, which exceeded their limit. The initial sales agent informed me that my new subscription would increase from $300 a year to $3,300 a year. That made zero sense to me, and angered me. Why would a company try to do that to a small business during these hard time!? So I held off on moving forward with that increase. Over the next several months, over 5-10 sales people from different, emails and phone numbers harassed me repeatedly. I ended up canceling the service and going with PandaDoc. But during that canceling process Docusign sent cancellation notices to all my 300 clients saying their files were being deleted. This caused a panic with my clients, as you can imagine. This is the most unprofessional company Ive ever worked with. Never again.

I have never left a negative review on Complaintsboard.com but this is a scary company. I cannot even believe the service I have gotten from DocuSign this past week. Long story short I'm in a "basic" plan for around $300+ a yr and I wanted to upgrade so that I can enable KBA Authentication. The first sales rep I spoke with advised me they do not offer that for under $250 a month and it wouldn't be worth it for my business. I did some research and talked to a few professionals locally who all confirmed they have DocuSign's "Business Pro Plan" (roughly $480 a YEAR) and KBA is enabled. I have called back several times to get a response and no one is knowledgeable about the service at all, answers are different every time. One agent sent me a written email to answer a list of questions about my business before he would even "schedule" me to talk to a sales rep (job title, business revenue, etc.). I have spent hours on the phone with DocuSign trying to get a service and I can truly say I've never had anything happen to me with a software provider that's happening now. I asked to speak with a supervisor or manager and was told my business is not large enough and doesn't qualify for escalation. I am completely blown away.

Awful service and policy in place, especially FOR THEIR DOWNGRADE or GETTING YOUR MONEY BACK. I just wanted to downgrade to the Standard plan, but your team made it very difficult and confusing. I was initially told that it would take 10-14 days for this downgrade to happen and get a refund. In reality, it took 10-14 days just to close the account, and then I was told it would take ANOTHER 10-14 days to get the money in my account!? Why was my account going to close in the first place, when all I wanted was to downgrade. I am not being downgraded, basically, you are closing my account. This is very inconvenient! I could just have been refunded the DIFFERENCE in the price for the accounts and not have my account closed as I need it for work! I AM now OUT $800 dollars because I have to wait for my refund and I have to purchase the STANDARD account since my account will be completely closed!? I am very upset. Not to mention, I have had to call many times to make sure everything is ok because I kept getting emails throughout the waiting process about having my case closed because I have not responded! In reality, I responded to every email and have called like 4-5 times. I have been very patient and understanding but how is it legally possible to take this long for a refund of service? What are they really doing?

DocuSign does not allow you to cancel their services, even if you have never used your account and have no need for it. I had a need for an account during the initial days it took to get the account, but once it was set up, I no longer even needed it and never used it. An account executive wrote to me, "There is no cancellation clause within the signed order form as we operate on such a large scale it would not be a sustainable business model." If a business operates on a large scale - for example, having millions of customers - it shouldn't be any loss to them to lose one through a single cancellation. I have never dealt with any other business - large or small - that refuses to allow cancellation for services never used.They also don't communicate - or don't communiate clearly - from one representative to another, so you have to re-explain to different people the same issue. I talked to rep *** who transferred me to rep *** on the phone, and one of them wrote my reasons for requesting cancellation in a follow-up email to me. Then rep 3 emailed me asking why I need to cancel. It would be great if one rep would consistently share their written communication with the next rep so you don't have to explain the same thing to each new person. They should be able to pull up your case number and see all relevant information. I replied the same day to rep 3, and about a week went by without me hearing anything, exept for a previous rep emailing me that the case is closed. I email rep 3 asking if I'm going to get a reply, then rep 4 emailed me saying they have no cancellation clause and that my account is for a year. I have a month-to-month payment plan they're going to make me stay with for a year despite never having used the account, having no need for the account, and having asked multiple times to cancel the account.

DocuSign has deceptive and false pricing information on their pricing page to the website. I purchased an annual Standard plan in September . Last week, I was contacted by a sales rep saying that I exceeded the maximum allowed documents for my plan. I would need to upgrade to a commercial plan that costs over 4x what I paid for my annual plan. I paid $300 for my original plan. Now I would have to pay $1,300 to keep using the service. They have a "reasonable use policy" of 100 documents per year per user to their online subscriptions. This is not made clear on the subscription pricing page. Under eSignature Plans and Pricing, I currently see this: Personal: Send documents for eSignature: 5/month Standard: Send documents for eSignature Business Pro: Send documents for eSignature As you see, both Standard and Business Pro leave out the document limits, implying unlimited documents. I had another colleague check the page and they saw the same information. The sales rep claimed that he saw a different page that said "Send documents for eSignature: 100 documents/user/year." I'm not sure how or why they would have two different pricing pages floating around but the one that I can see grossly misleads consumers. In conversations with the sales rep and now customer service, they won't even acknowledge or apologize for their misleading practices. A website doesn't conveniently glitch to drop critical limits to the service from the pricing page. At some point, someone thought it was a good idea to publish the pricing page that excludes document limits per year for these plans. This page is still accessible to at least some consumers. It is creating a bait-and-switch. I never would have purchased this product if I knew the document limits from the start. I'll now have to find a new provider and continue fighting docusign for a total refund.

DONT SIGN UP! COVID hit us really hard as a company so we decided to try DocuSign out. They stated that you'd have 30 days to decide whether they were the right fit. That's not enough time to gage anything during the pandemic. I reached out to them 2 months after stating that we were trying everything to make it work but it was a challenge for our clientele. They set me up with a support specialist to see if they could help us make it more efficient for us and realized it really wasn't the right fit. The support team stated that they'd reach out to management since they want to make sure they were doing everything they could to help businesses out etc. I waited another two weeks to hear from the management team. Finally, I emailed support to see what was taking so long and they responded with this: "I reached out to my revenue operations team who is in charge of billing and the team we go to, to inquire about refunds and cancellations. While I completely understand your request for a refund, unfortunately we are unable to provide a refund or cancellation of your contract. I do apologize for this." The management team didn't even have a care in the world to hear us out with how Docusign wasn't working for us. They kept me waiting for weeks and then I had to follow up to see why I hadn't heard from them. Now I understand that a contract was signed but most businesses we work closely with have been great with the pains of running a business during a pandemic and have been so helpful. DocuSign doesn't care if their product works for you or not. They may try to help you make it work but if it doesn't they could care less and will still collect their money because they really don't care about you or your business. The management team won't give you their time of day to make you feel heard either. NOT WORTH THE RISK OR THE $5.80 PER SIGNED SIGNATURE. $THOUSANDS OF DOLLARS LOST.

Horrible business practice like many others have experienced. I've been a customer since 2016 with no limitations on my # of documents I could send. Low and behold earlier this month I get contacted by a rep telling me I have violated my terms. This was surprising and I was taken aback to have the info forced upon me. After a day when I had time to circle back the contract the rep had sent me was for post 2017 and I had been in complete compliance with my contract. So they lied and tried to make me feel like I had done something wrong. However they are telling me the Terms and Conditions change annually when they "automatically" renew you and they changed their # of documents I can send in my account and now I am only allowed 100 which is ridiculous. So the "Great Deal" they are offering me on the new plan is going from a flat $480 a year to $6,000+ with a set # of documents. Talk about a bait and switch. The rep did admit they went Public in 2018 so that does explain why they no longer care about their long term customers any more. They are now out to pad the pockets of the shareholders and no longer care about their customers. THEY ARE NOT YOUR ONLY OPTION SO DO YOUR RESEARCH. *** is just as good or better without all the harassing. Oh on top of all of this I was told I had until a set date to downgrade so I did not get renewed. I did not trust them so I downgraded well in advance and they STILL charged my credit care in excess of what my renewal bill was. Upon calling their billing I was informed I would get my refund in 10-14 days. This is how this big companies work and it's a ***. Take thousands of clients unauthorized payments and hold them hostage for 10-14 days. This way they can collect interest on your payments for 2 weeks, make money, and then give you back your money they never should have taken in the first place. Bad business, and even worse service after they *** you into their service.

DocuSign is forcing our company to continue our contract after the original 1 year contract is set to expire because we requested a change or cancellation of services 20 days before the contract renewal date when they say all contracts must be changed or cancelled over 30 days before the renewal date.

I have emailed them multiple times as this is not usual, to force a company to remain on the exact same contract if they have submitted desired changes weeks before the contract is set to renew.

Their response is, it is listed, somewhere down below, in the contract so we have to continue with the contract with no changes or cancellations.

I looked at my bank account on 5/22/2023 and it showed $329.25 withdrawn from my bank account by docusign. I have not used docusign in quite some time, as I no longer work in the mortgage industry. I have tried repeatedly to get a refund from them for this withdrawal, and they are wanting some email address from apparently one of my former jobs, but I have not had that in years. The could see obviously there is no activity, but they won't refund my money. I went through this with them a year ago, and they assured me that all accounts had been closed. This company is obviously a total scam.

I had asked Zoom for an estimate for monthly services vs the same services paid for in a single annual payment. Both estimates were sent as DocuSign emails. I opted for the annual payment, provided my payment info to my already existent Zoom account. But the Docusign emails for the monthly estimate just keep coming. There is no way to turn them off, delete them or make them stop. I have contacted Zoom repeatedly, and they are not helpful. When I try to fill out a complaint at Docusign, their form fails to work every single time once I've completed the captcha or wharever it is. I've tried every few days for weeks. This is just awful customer service, never mind annoying to keep receiving unwanted email with no way to make it stop. Perhaps a complaint here will get Docusign's attention. I do see I'm not the only one unhappy with their very poor customer service.

Hello, I cancelled my docusign subscription in the first week of August as I no longer need it. I received an email saying my subscription was cancelled, but since then I've now been charged $50 twice to my credit card. This amount is actually more than what I was paying when I had the subscription ($40) per month. I've sent a couple emails after the first withdrawal and haven't received any response back from them yet. This is especially frustrating because I'm currently traveling in Europe and cannot use my phone to call them about this. I would like someone to help me so I can finally have my subscription cancelled and payment withdrawals stopped, and I want a refund of $100 for the 2 payments they've taken. I'm not in any sort of contract with them, so I shouldn't have to keep paying for this.If someone can please get back to via email it would be greatly appreciated.

I contacted Docusign customer svc via phone on Tuesday, 10/19 in the a.m. to get assistance on getting back onto my account. Apparently, when the cache / cookies to the browser were cleared, the account was requiring verification, which I was ok with, but the session would time onver the phone. She did a zoom mtg w/ me where I shared the screen where she saw the delay on my end w/ my email. She suggested that I changed my password bc the timeout would be an hour so I would have more than sufficient time to enter the verification code which didn't work. I shared my screen to my email & the docusign. At this point I asked if a manager who could help where I wouldn't have to be on the phone for another hour because I am losing time on something that I believe on their end should be an easy fix. She said she would have one call me. I still haven't rcv'd a call. I still have NO access to our account.

I am writing to dispute 18 recurring charge with $35 each, total in the amount of $630 on my account. I tried DocuSign e-sign service ONE time using their 30 days free trial in 2019. I have never used their service after the ONE time trial use. Since then, I was charged secretly with $35 per month. I found this charging in Dec 2020 when I reviewed credit card statements. I called DocuSign, but they refused to credit back. My account was closed then. I never subscribed to DocuSign service, and I DID NOT know they charged me. I never received any invoice, rescript or statement through mail or email from them. These type of charge is sneaky and I cannot imagine if I did not find it through credit card statement. I am requesting that the issue to be corrected, that any finance charges related to the disputed amount be credited back to my account. There were total 18 such charges from 5/31 to 10/31. Please help! Thank you!

On JUL 1 2021, I contacted DocuSign Inc, which had continued to charge me for a BUSINESS Acct, after I had previously called in, several months prior, to ask them to downgrade the account to a Personal Account. I carefully, methodically detailed for the DocuSign Rep, that my account was supposed to have been downgraded, and that my account had been charged, but needed to be refunded immediately. Jessa *** said she knew exactly what was wanted and needed that it would take *** days. After 2.5 weeks, I inquired why no refund was credited. I was told Jessa *** had processed the refund incorrectly. Rep *** said he would process my refund, after speaking to supervisor *** they agreed refund would arrive in 3 bus. days. 8 bus. days elapsed w/no refund delivered. After calling back a 3rd time, Anjello, promised he would get the refund done. It's now been over 1 month w/ no refund. ***' pages seem to be extracted from the support thread.

Account ID: [Redacted] I upgraded to a Realtor account with my personal email [Redacted], but can't send documents. Contacted Docusign; they were puzzled but didn't follow up. It's been 6 months, and I still can't send more docs. Created a new account with my work email, incurring another $120 charge. I've paid thrice to send just a few docs, and customer service is unhelpful. I seek a refund for the @kw.com account or transfer the Realtor upgrade to it and cancel the @me.com account. All my account details match across accounts.

On June 4, I reported a significant issue that occurred on my account that DocuSign has failed to resolve due to a bug/breach that they are responsible for and NEEDS to make RIGHT. For two days - June 3rd and June 4th, all of my merchant payment transactions that were handled thru DocuSigns payment module (of which there were five) had an *** issue in which ALL of these payment transactions (approx. $4,000) were routed to a different merchant (not me). This is DocuSign's problem and not one that Authorize.net can fix, resolve or make right because DocuSign initiated the *** call to the wrong merchant account (not mine). I have worked with DocuSign support, technical support and acct manager with no resolution nor any refund of $4,000 in these lost funds. DocuSign says they cannot investigate further without the authorization token that was used to send this envelope. They instructed me to delete the token in order to fix their bug. It sounds like fraud on the part of DocuSig

Docusign fraudulently baited me and charged me in a subscription ring for two separate accounts using two emails. When I called the support cant even find an account. We had to dig for over an hour. About 8 months ago an email I used on Docusign would not let me login. I called numerous times with no help or luck. They said I had no plan. So I was essentially forced to open another account through a new email *** I learn that I have been billed $60 per account and this company charged me $120 / month for over a year. The total charge is $2000.00! I am a single business owner trying to revive my company from COVID and do not use docusign. I had not even used the service but for *** times and my original agreement was on a trial period NOT a subscription. Buyer beware. Do NOT sign up for docusign. I closed all accounts and will not use them again. I have to now attempt to get a refund in some way as our business cant take a big hit. Buyer beware!

I was originally told on the phone I was going to be given a refund of $405, approved on May 31. Then after exiting the call, I was sent an email from Docusign stating that I would be refunded only $217.74 for me being overcharged. I was told to wait *** days. That way on May 31, 2022. I was also told that I would not be charged $135 moving forward either.The very next day I was charged $82.50 and today I was charged $45 (my regular monthly premium for service). I called in to check the status of my previous refund as well as well as why I was charged $82.50. I was then told at this point that I would NOT BE ISSUED A REFUND AS WAS PREVIOUSLY EMAILED TO ME. We are CURRENTLY on the phone with Docusign speaking to a representative named Jenaica. She has stated that she is a supervisor and she has REPEATEDLY refused to honor the emails that have been exchanged between myself and their company.THIS IS TOTALLY UNACCEPTABLE. WE ARE REQUESTING A REFUND FOR $300.24. *** IS THE REPRESENTATIVE.

I have been a customer this company for 7 years. I have always used the service as needed for my company I just received a call from *** and I was told that I have a review of my account coming up and I have been over using my account for years and that he wants to raise my price to double and a half for the same service. Chad proceeded to tell me I have been going over for years and I told him I have never been asked to reduce and or change price ever. *** then says we can set up a call with my manager David *** and he can explain in more detail. I advised this is price gouging during a pandemic and he started to tell me my usage over last 30 days and said I am still in business I advised if he averaged the last 3 months he will find that my business has significantly reduced and we are not even doing half the business we once were. I advised to Mr *** that if going to raise my price over double what we currently pay that I will not be in agreement *** pretended to be empathetic but said we would have to sever ties as a partner if we cannot come to terms.

I opened a free trial Docusign account to complete paperwork from NJ. Since then, I've been trying to cancel my free trial before it ends in 6 days, but the website offers no direct way to close it, despite having cancellation instructions. Following the steps leads to offers to upgrade, not cancel. The 'Support' section is unhelpful, lacking phone or email contacts, and the chat was fruitless. They repeated the same ineffective cancellation steps. After being transferred to another department, I was interrupted by my doorbell and lost patience with Docusign. The cancellation should be a simple click, but instead, it's a runaround, making cancellation impossible. When my trial ends, they'll charge my card, forcing me to dispute the charge. This is an unnecessarily time-consuming cancellation process.

I canceled my subscription and was promised a refund with in 14 days/ it has been a month with no refund I am now paying interest on the money they charged me. Act# ***. This was the email from them:Case Number: *** Account Number: *** Hello ***, Thank you for contacting DocuSign Customer Support regarding your Account cancellation and Refund request.The account cancellation request and refund of $240 have been approved.Please remember that after the refund is processed, It will take between 10- 14 days to be reflected on your credit/debit card.As Spoken, I will proceed to set your case as Closed- Resolved, I want to inform that once I close the case you will receive a survey where you can provide a score in regards to my performance, and also there is a comment box where you can give us your feedback, I would really appreciate it if you take the time to answer the survey.Since that email is a non-reply email, it may end up on your Junk Email Box depending on your settings, please take a moment and check Junk Email Box as it is very important for us to have your feedback.I reached out and they said file a new complaint. You cant do that unless you have an account and mine is now closed so no one will yak to me.

I use DocuSign during tax season as a tax preparer. This is the third year in a row now that after cancelling my subscription at the end of tax season, there continues to be some type of issue with DocuSign. The prior years have been resolved. But trying to get this years resolved has been dragging on for the past 10 days with no solution in sight. This should be a simple thing to fix. As requested by DocuSign, I emailed DocuSign a screenshot I took on 4/19 that my account was cancelled. The screenshot from DocuSign's website states: "You cancelled your subscription and it's expiring on 5/1/2022. To keep your subscription or change your plan, contact support." Yet I was charged on 5/1/2022 for another month, and assume I will continue to be charged every month on the 1st. The DocuSign website doesn't let me delete my credit card info. So there isn't anything I can do to stop them from continuing to charge me. Why is this so complicated to correct? I think it is a shady process to first off continue to *** and not make getting a corrected refund easy, and further dragging out the process to likely get the customer to give up. Why couldn't this be resolved with a simple 5 -minute phone call? I've now had 2 phone calls and 9 emails back and forth. Still not resolved. Very frustrating.

I have been a loyal customer of a digital signature company since 2019. Docusign was charging me $300/year for 100 envelopes. In early 2022, the sales team contacted me because I used 150 envelopes the previous year and they said I needed to upgrade my plan, which I understood and agreed to. The salesperson told me my only option was to buy 400 envelopes for $1,173. I stated I only needed 200 envelopes, but was told it wasn't available. I signed the contract on January 28, 2022, to start on February 11, 2022. The contract had a clause about withdrawing consent, which I thought meant I could cancel. Before the contract began, I called the sales team to request a 200-envelope contract and was told I could get it by purchasing 2 users at 100 envelopes each, an option not previously offered. I canceled the original contract and requested a new one for 200 envelopes. Afterward, the sales team stopped responding and canceled our meetings. I haven't used Docusign since February 2022, considering the initial contract void, and no new contract was made. They charged my credit card, which I disputed. I was contacted about an unpaid bill, which I believed should have been voided with the contract. They threatened to send the bill to collections. After speaking with an executive in May 2022, I realized I had misunderstood the contract's clause. Regardless, I felt the contract was unfair and overpriced, and I've been unsuccessful in resolving the issue.

Hello,I had a Docusign account created for me due to a misleading webpage that assumed and never confirmed my consent to that relationship.I am a renter attempting to enter a lease agreement and the realtor is using Docusign's online document signing service for that purpose. Docusign allows you to scroll through a document and insert initials and signatures in select fields. After placing the final initials, I selected the button to "finish" at the bottom of the page.This brought me to a webpage instructing me on how to save the document that I was signing. It had my email filled in without my input and asked me to generate and confirm a password before it would save the document. I filled in a passwords and selected "submit" and was met with a page welcoming me and my new account. I had not intended to open an account, only to complete the lease agreement with my initials and signature, but the web pages that Docusign has put together created misled me into entering a supposed agreement that I have never heard of let alone read-through to accept. This process required no email from me, did not need any indication of my consent, and was misleading about what was being offered. I had a good faith belief that I was completing the Document Signing Process, but that process was already complete and a separate Account Initiation + Document Cloud Save process was begun without my knowledge, interest, or consent.This is a predatory business practice and now they have me in their system as having agreed to their Terms and Conditions when they have no such agreement.I have looked everywhere on their site and found no way to expunge my data, close the erroneous account, or contact them regarding this complaint. I did find the number listed by the Complaintsboard.com and called that repeatedly, but there was no answer.Thank you for reading my complaint, I'm sure that this fits within the acceptable set of complaints and that my desired resolutions are also within your scope.