DocuSign billing issues unresolved after months

What are the best aspects of this product?

E-signing softwares are helpful to small businesses in doing business online.

What aspects are problematic or could work better?

I've had a very frustrating experience with DocuSign Billing Support team and wanted to let fellow small business owners know why I recommend against using DocuSign:

DocuSign fraudulently charged our small business credit card for $324 that I had not authorized.

Upon following up, their support staff acknowledged their overcharge error and gave excuses after excuses to delay processing the refund.

It's been months and yet something that should have been a simple erroneous charge to refund has taken a lot of my time and yet it's not resolved.

They have exhibited nothing but horrible customer service and all they have to offer was:

"I understand that this billing system is disappointing. Unfortunately, we do not have the estimated time for the billing issue to be fixed. This issue have already been requested and escalated."

And that was months ago.

I will likely end up disputing the charge on my credit card provider but I just want small business owners to be aware of these malpractices and be prepared for what they sign up for.

What features/services would you like to see in future versions of this product?

Have some moral decency and empathy about customer's pain. Refund overcharges expeditiously.

What specific problems in your company were solved by this product?

E-signing documents.

Are you a current user of this product?

Yes