DocuSign

We renewed our account with Docusign this year in April. We are a non-profit organization, so we purchase our Docusign subscription through Techsoup. We provide Docusign with the promo code that is given to us by TechSoup (which is equivalent to purchasing perpetual license for the standard edition), and they invoice us for $0. When renewing our account this year, we were incorrectly upgraded to Business Pro. We were charged $55.23 on 4/6/22 (inv32411576) and $480.00 on 5/18/22 (inv33390229), totaling $535.23. When I spoke to a Docusign rep (on 5/19), they informed me that the first charge was the prorated rate to upgrade and the second charge was the full rate for the Business Pro account. I told them that we should not have been charged anything at all, because we were not upgrading to Business Pro and that the deal they have with Techsoup covers the entire year (in fact, it covers indefinitely because it is a perpetual license). The rep told me that they would downgrade our account back to Standard Edition, and we would receive a refund. *** issue was labeled case#***. We were refunded $179.50 on 5/31/22, so we still need to be refunded $355.73. I reached out through the case portal, and a rep emailed back stating we needed a new code from Techsoup so that the year can be covered. We do not need a new promo code though, because our account already has a perpetual license (never expires). I informed the *** rep of this, added it to the portal along with the Techsoup purchase details and a transaction I had with a Techsoup rep. *** was done on 6/9/22, and Docusign has not contacted me back in regards to the case since. On 6/16, I reached out on the portal to follow up and on 6/23, I called to follow up and spoke with ***. She told me that the only way to get a refund would be to cancel our account (we still would not receive the entire refund) and she claimed that we purchased through Docusign (incorrect and can be proven in billing history).

We were paying $40/month for the service. Then after 3 years of using the service they called and stated they needed $10, 000 up front to keep our account active because we were out of the minimum sends. Andy Phan is the sales representative that delivered this information. Although, not only does their system no prevent you from using the service paid for (as advertised), but if this was a valid violation, it is not disclosed at the time of signing up for the service and processing the transaction. This is a violation in the Truth In Advertising. Also, every time I call I spend hours, not exaggerating, on being transferred between departments. Today I have been transferred through 5 departments and not only are they not aware of the feature they offer, DocuSign Retrieve, but no one can assist me in paying them for this service so that we can extract our documents in bulk. This company is a joke, don't have price integrity, outsource customer service internationally and are violating disclosures for Truth In Advertising.

andy.[protected]@docusign.com