Pandadoc Hit Us With a Blind 6828 USD Charge
Our company has been using Pandadoc for a long time, and the past few months have been nothing short of unbelievable. We are a large organization with a formal procurement center, clear approval paths, and strict requirements around any commercial or contractual change. Nothing moves fast in a structure like ours, and Pandadoc was well aware of that. In August we received an email stating that beginning in October Pandadoc would start charging 2 USD for every document created. Not signed. Not completed. Simply created. This was on top of an already active annual business subscription that we had fully paid. The new charge made no sense to us, so we entered negotiations. After lengthy discussions the fee was lowered to 0.5 USD per document, which is the highest amount our procurement would even consider. To put this in context, Zoho starts at 0.5 USD with clear public pricing and no surprises. We forwarded everything to procurement for their assessment, exactly as required by our internal processes. Despite that, on 7 November Pandadoc suddenly charged our card 6828 USD for October usage. They did this without sending the invoice to our email. The timing and method suggest they expected us to block the card if we saw the invoice first. The most concerning part is that they did not provide any breakdown of where this amount came from. The number of documents they claim we created does not appear anywhere in the Pandadoc dashboard, so we have no way to verify or even understand what they believe we used. We have now escalated this matter to our legal department, and a full investigation is in progress. At this point our trust in Pandadoc as a partner has been seriously damaged, and we strongly urge any company with structured procurement processes to be extremely cautious before committing to this platform.