DocuSign - Reviews and experiences

I'm done with DocuSign. I signed up for their API/developer plan thinking it would be straightforward, but it wasn't. I tried to cancel through a sales rep mid-January and then tried every route on the site and support — couldn't even log in, which was odd because my password worked elsewhere. They charged me $75 on Jan 5, so I opened a credit card dispute. Then on Feb 5 they charged another $75. Two charges, $150, that I didn't authorize after trying to cancel. I used the live chat on Feb 7 and the agent, Jeri, did confirm the account was closed on Feb 5 — that was the only clear thing that stood out, oddly reassuring for a second. But when I asked for a refund for both charges she said I had to withdraw the dispute first. Basically give up my leverage before they would consider refunding me. Then the chat was cut off while I was still replying. No resolution. No refund. So yeah, the product wasn't delivered, billing continued, and support ended the conversation. My advice: keep screenshots, escalate quickly, and be ready to dispute charges — I wish cancellation actually worked like it should.

Funny thing — I woke up to an automatic renewal charge on our account and it was for three seats instead of one. Bit of a shock because two people no longer work here and we certainly didn't plan to pay for them. The notification email showed up right away and the charge posted immediately, so on delivery it was flawless. Customer service folks were polite and explained their policy, but kept refusing a refund or to patch me through to a manager after a few asks. I was annoyed — it's a real hit for a small business — but compared to other companies I've dealt with, they at least weren't rude. Not perfect, but it works.

I almost didn't go for the annual option — felt like a lock-in, y’know? I was using it for small stuff at home and for my side gig (rental agreements, contractor waivers, the odd NDA) and I kept thinking “do I really need this much?” But after a week of templates and being able to sign from my phone while I was running errands, those doubts slowly faded. The interface is pretty bare-bones but fast, and the templates actually saved me a bunch of time; I send the same lease forms every month so that part paid for itself quick. Not gonna lie, I still grumble about the price when I see the bill, and I double-checked the renewal fine print before I hit confirm, because automatic renewals are annoying. Service responses were straightforward when I messaged support — not friendly-chit-chat, just the info I needed. Overall it turned from “do I need this?” into “okay, this is useful” which is surprising coming from me. Little things could be better — clearer renewal notices, maybe a cheaper tier for casual users — but the daily convenience and reliability won me over. So yeah, skeptical at first, mostly satisfied now.

I appreciate the person who helped me, but overall this was a bad experience and I want the full refund. Okay, so the support agent actually followed up and confirmed USD 450 was refunded — that was a pleasant surprise, I did not expect such a quick acknowledgement. Still, that doesn’t erase the fact that I paid for a service I couldn’t use. I signed up, tried to get work done, and two days later my account was closed. Two days. I never got to finish anything because of errors on their side, not mine, and that’s really frustrating. I’m not fussing about the $15 as a number — it’s principle. The total charge was USD 465 and while USD 450 was approved for refund, that lingering USD 15 subscription fee wasn’t addressed properly. From where I stand, that fee represents money paid for a product that never functioned for me. I do want to be fair: the individual I dealt with was courteous and responsive, and I said so — their follow-up was solid, and they kept me informed. That’s why I’m not giving this a one-star rant; it’s mixed. But the company’s handling overall, the automated problems that shut me out, and the lack of complete resolution leave a poor impression. If you’re considering this service, my advice is to be cautious: maybe test with the shortest possible commitment, and make sure you can actually use it before paying. Also, ask explicitly about prorated refunds for short-lived subscriptions, because that’s the bit that slipped through for me. I’d like confirmation that the remaining USD 15 will be returned so we can truly close this. I’ll share my experience candidly so others know what happened. Hopefully they tighten up their process — and if they do, I might reconsider sometime, but for now I’m disappointed.