Lack of transparency
In February 2023, we subscribed to the annual Business plan, granting us unlimited monthly envelopes. Everything operated smoothly until November, our busiest period, when we encountered an unexpected obstacle: being locked out of the platform with no capability to send documents for signature. Upon reaching out to our account manager, Desi, we were informed that the business model had been altered, and our subscription now only covered 200 envelopes monthly. This change was implemented without any prior notice or communication.
To accommodate our peak season demands, we were advised to acquire an additional user license, providing us with another 200 envelopes monthly until our contract's conclusion on February 16, 2024.
Once again, without any forewarning or communication, we found ourselves unable to access the platform due to yet another reduction in monthly envelope allocation, this time from 200 to 100. I am profoundly dismayed by the lack of transparency in the company's practices and Desi's reluctance to engage in meaningful communication or provide adequate explanations, aside from stating the company's prerogative to adjust services as deemed necessary. I would advise you obtain written confirmation of subscription terms before committing to an annual plan, yet even then, I would be sceptical of the company's commitment to honouring contractual agreements.