Thank you again for your patience in this matter, This was an unusual case and we appreciate you bringing this to our attention so we can make corrections to our internal policies. I also wanted to point out that the Terms of Service that you agreed to allowed ** to auto renew your membership because we have a very liberal refund policy. There is little we can do as to the amount of time that banks take to transfer the funds once the refund has been approved but we will expedite everything up until that point to ensure that this taken care of. We will keep an eye on this refund process until we know it has been resolved. We see that you currently only have one active user/admin on this account now so we are going to ask the support team to re-submit this refund for the correct amount of $1,920.00 USD. The second submission was rejected because there were still three active users on your account and there can only be one active user/admin for a free/signer account before we can downgrade and refund the purchase price.
This caused the credit request to be rejected because our refund system will auto calculate and add the tax based on the customers local tax rate ( submission, $1,939.20 USD should have been submitted as $1,920.00 USD + $19.20 USD in tax). The first attempt at trying to create a refund the support rep did not understand that they were supposed to exempt the tax from the request and unintentionally submitted the refund for the entire amount. It appears that a few different failures happened with the attempt to try to correct this issue for you. I should not have to call for 2 months for the return of our money. Each rep says the same exact thing and asks me to verify each and every time all contact information, case numbers, account number, last digits of credit card, etc. I was promised again that "it is in process" and we will get it. Today is day 14 and I have had it with them. The person "promised" me we would get the refund before the 14 days. I was, as usual, told i would get the refund by day 14. On day 10 I contacted as I still hadn't received the funds. The very last email confirmation of the refund is dated 4/24/23 and it also says about taking the ***** business days. I have also had to go through the process with them to resubmit the refund request. I have contacted them on so many occasions asking for the refund I have honestly lost count. Since then, I have emails stating that the refund has been submitted and can take ***** business days. On 3/21/23 I contacted Docusign and was told to give them permission in writing to cancel our account and close all users. In March of 2023 Docusign charged our credit card $1,920 for a renewal of a yearly subscription which we did not authorize.
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