Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially signed up with Legalzoom.com on July 30th, 2022, in order to create an LLC business ****************** The amount I was charged for this service was $528, which also included the fees for a Register Agent for the 1st year. However, without being informed, my credit card was charged an additional $249 on July 31st, 2022. When I called and spoke with a representative from Legalzoom, they advised me that the $249 was for the Register Agent fee. I request via email and phone calls on July 31st, 2022, to stop the application process for my LLC business. Unfortunately, my request was denied on several attempts. *****************.I filed a dispute with my *********** credit card against Legalzoom on July 31th,2022. I continued to ask Legalzoom to stop the LLC processing of my application without any success. I recently ask Legalzoom to dissolve the business **************** but also without any success. I received *************** business Docs via *********** on Friday August 5th, 2022, around 5 P.M.I have included copies of payment receipts, and multiple emails to Legalzoom Support Team. Also included are copies of *********** charges made from LegalZoom and *********** disputed letters. Thank you.**************
  

  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Hi*******, thank you for reaching out. We'd love to help resolve this for you, we will have a member of our Executive Escalations Team reach out to you within one business day to address your concerns.
  
  
  Consumer Response /* (3000, 7, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I spoke with a Representative from Legalzoom today August 24th, 2022. Her name is **************** and she stated that Legalzoom will not refunded the complete amount that was initially charged to my Capital one card ($528 plus $249). She also stated that Legalzoom was not willing to dissolve the LLC that was created under my name ****************** They are also not willing to pay the $129.00 to dissolve the LLC.
  
  **************
  
  
  Business Response /* (4000, 9, 2022/08/30) */
  Hi*******, we're sorry we not able to meet all of your request. If our Executive Escalations Team can be of any further assistance you are able to contact them directly for support.

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday morning I started to file for divorce using Legalzoom, I paid $469 and only filled out a page of questions and never submitted it. When I tried to speak to my soon to be ex husband I realized that I needed to get a lawyer involved as opposed to using legal zoom. When I requested a refund I was told I would only get 50% back even though I never saw any disclaimer that I could not receive a full refund. As a single mother with two children on a single income that other 50% is the difference between groceries and no groceries. I am extremely disappointed and feel very taken advantage of in my situation when I just needed help.
  

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/16) */
  *********, thank you for reaching out. We'd love to help resolve this for you, we will have our partners from Complete Case reach out to you and discuss your concerns with your divorce.

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have placed an order with Legal Zoom to manage my business meeting notes. I have filed to separate meeting notes with Legal Zoom. I am not able to see my meeting notes for review and to track resolutions. I am not able to use archived notes for upcoming meetings. I am required to document all of my meetings for the LLC. I have called numerous times and emailed the company several times. I was told trouble tickets were initiated. I was told someone would get back with me. Legal Zoom has failed to do anything. I cannot file other meeting notes until I get some resolution from Legal Zoom. Legal Zoom is is having a detrimental effect on my business. I pad for the service and Legal Zoom is not performing their duties.
  

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Hi *******, thank you for reaching out, and we certainly apologize for the inconvenience here. We want to help find a solution as quickly as we can. We will have a member of our Executive Escalations Team reach out to you within one business day to address your concerns.
  
  
  Consumer Response /* (3000, 7, 2022/08/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been told that someone will reach out to me every time I called LegalZoom. No one ever calls. I usually get an email saying that I need to contact customer service and the whole thing starts over again. Never getting anything done.
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  Hi *******, we do apologize, we assure you that the member of our Executive Escalations Team who is assigned to your case will reach out by end of business day today.
  
  
  Consumer Response /* (4200, 11, 2022/08/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A representative did talk with me. The rep promised to get back with me when resolved. The rep has not called back. The problem has not been resolved.
  
  
  Business Response /* (4000, 13, 2022/08/23) */
  Hi *******, we do apologize, we will have the member of our Executive Escalations Team who is assigned to your case follow up with you to address your concerns.
  
  
  Consumer Response /* (4200, 15, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the same response I keep getting, words and promises but no action and resolution.
  
  
  Business Response /* (4000, 17, 2022/08/24) */
  Hi *******, we see that a member of our Executive Escalations Team who is assigned to your case has reached out to you, they will be your point of contact until this matter is resolved. Please reach out if they can be of any support.

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number: ********
  Date: 6/9/2022
  
  I spent over $1000 on this order for a design patent. In the past two years I have spent over 10K with this company. The issue here is a lawyer working for their firm resigned. They sent me forms which I signed to stay with Dunlap and Ledwig and be assigned another attorney. However i was dropped and have heard nothing on my design patent.
  

  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Hi *******, we do apologize for this has happen. We see that you have spoken to a member of our Executive Escalations Team and they working on providing you with a solution.

• Initial Complaint

  Date:08/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called legalzoom 7/27 and requested a refund for my nonprofit order from April. I updated my card number for the refund as my previous card and account were closed out weeks prior to this refund issuance. The rep confirmed refund of $463 would credit the new account in 7 business days. Today I called and was transferred to ***** in billing. ***** was rude and declined to transfer me to a manager or supervisor and was unwilling to help in any way. I hung up and called again and was immediately transferred to a level 2 quality control team member who listened to the call with ***** and immediately apologized for his rude unprofessional behavior and escalated my claim to a hire level. At the end of our call today, ******** who I spoke with confirmed I would receive a check in 14 days. She also apologized as the rep I spoke with on 7/27 incorrectly spoke on being able to send the refund to a new card number and she confirmed he should have offered a check to be mailed initially. She was unable to transfer me to a supervisor or someone who could ensure I would get this taken care of and told me to email support to ensure I get a call back from a supervisor. 2 hours later I get a response email from support telling me to contact the bank again and figure it out and attaching an approval code. The bank has confirmed they do not have the funds nor has there been any attempt at all for a credit from legal zoom. I need assistance with making sure legalzoom takes accountability for their mistakes and mails me my refund check as neither I nor the bank have received the refund from legalzoom.
  

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Hi ******, we apologize for inconvenience, what we would like to do is have a member of our Executive Escalations Team reach out to you and provide more information regarding your request.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 08/05/2020 I started a basic trademark for $809.00. Trademark number ********.
  In January 2021 Legal Zoom contacted me to send any photos I have to prove I have been using the name. I sent them the information Feb 10th 2021 and never heard from them. I figured my Trademark is filed it takes 6 weeks but, at the time was taking months because of COVID
  In calling them 08/04/2022 they say my trademark was never filed and needs to be Attorney Led. So, I stated I want a refund as you guys dropped the ball yet, of course they blamed me. So the representative stated if I do the Business Advisory Plan 6 Month membership for $259.00 I can speak with an attorney which will ask me 5 questions to see IF I can even proceed. Well, seeing as they denied my refund I decided why not so I can file this and not lose any money. So I paid for the attorney consult (order #********)
  On 08/05/2022 I was expecting a call from the attorney I had a confirmation from yesterday with a set time at 1:00 PM Pacific Time and no attorney called me.
  It is sad to say that even after giving them MORE money they dropped the ball yet again and here I am out the $809.00 because, they refuse to give me back the money for a service they could NOT provide..
  

  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Hi *******, thank you for reaching out. We'd love to help resolve this for you, we will have a member of our Executive Escalations Team reach out to you within one business day to address your concerns.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response from the business because, no one from LegalZoom has reached out to me and it has been over one business day.
  
  
  Business Response /* (4000, 9, 2022/08/11) */
  Hi *******, we apologize that you have yet to receive the outreach. We have reached out to arrange that callback.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for my DBA, EIN & sellers permit on 6/11 it is now 8/4 and have not received any documents or progress from legalzoom to start my new business so I went to the courthouse and got my DBA myself as well as applied for my EIN on the IRS website. I have called legalzoom multiple times to notify them on my actions and trying to get a refund as they are not doing what I paid them to do and they are refusing to give me a refund. It is well over the 20 days they said it's going to take and I just want my money back. I included the documents I obtained myself to show proof I did it myself.
  

  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Hi *******, thank you for reaching out, and we certainly apologize for the inconvenience here. We want to help find a solution as quickly as we can. We will have a member of our Executive Escalations Team reach out to you within one business day to support.

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid LegalZoom.com $600 dollars to file a trademark for my company. I have literally done everything they've asked me to do to get the trademark filed. They come to me with issues about my trademark submission and I have to pay an artist to fix it every time they raise an issue. Then when I resubmit the work, they come back to me with more issues. I have been trying to file this trademark for two years now and I still haven't had success with them because every time I submit my samples they say they are wrong or something else has to be changed. It's happened several times to the point that I know they are taking me around a loop because they give me issues that I've already fixed but are recreated because I have to abide by their other fixes. So it creates a weird rubrics cube game that you never get out of and it is costly for the customer/me. I have literally written down the steps they ask me to take to fix the issues and I do them verbatim to a tee to make sure it gets done right since it cost me. But when I submit, they come back to me with a whole other set of issues. Now the issue is that I can't submit for the trademark at all anymore without a lawyer present. IT'S ALWAYS SOMETHING. I just want a full refund since they obviously don't want to do this for me for whatever reason, even though it was clearly advertised to me that they could and were able to. But when I complain and tell them the issue that was clearly their fault, they either don't want to refund me or only want to partially refund me, which isn't fair. I have spent money on making the corrections they said to make and I also spent time and effort to get it all done and I still don't have a trademark because they are unorganized, unprofessional, and clearly uneducated on the subject matter on their end and we as customers suffer for it. This type of business should be illegal. If I need a lawyer present, why wouldn't I have just gotten one in the first place? Why even use LegalZoom? False Ad!
  

  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Hi******, thank you for reaching out, and we certainly apologize for the inconvenience here. We want to help find a solution as quickly as we can. We will have a member of our Executive Escalations Team reach out to you within one business day to address your concerns.

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I places an order to have my nonprofit dissolved on 02/2022. I contacted them a couple week after in 03/2022 inquiring about its progress. I was told to wait to hear back from them. Months have gone by I've heard nothing and received no information via mail or phone calls. Now I get an email in 08/2022 saying that if I did not reach out my order would be placed on hold. I reached out only to learn that I'd have to do the work that I paid them to do myself and when I requested a refund because I've had no contact from them in months regarding my order as their email suggested I was told my order is older than 120 days and cannot be refunded. They waited this out without contacting me until it's late. My order number is ********. I'm never using this company again and will be sure not to recommend them to others. I want my refund so I can complete my order myself since it's been pending almost 6 months now.
  

  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/04) */
  Hi ******** we apologize for any inconvenience, we see there were multiple attempts to reach you by phone and even mail. At this time we have cancelled the order. You will receive a refund in the amount of $143.95 back to the original form of payment. You should receive an email confirmation of the order being cancelled. Please note it can take up to 7 business days for the financial institution to release the funds. Please let us know if we can be of any additional support.

• Initial Complaint

  Date:08/03/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/16 there was a charge from Legal Zoom in the amount of $163.33. I called to let them know that we do not have an account with them. I also contacted our bank regarding the fraudulent charge and they reversed the charges; however, I had to destroy our old credit card and wait several days to receive a new one. Then on 8/3 I noticed another charge from Legal Zoom, this time for $280.00. I called to let them know on 8/1. I was told they would look into this and called it a "mystery charge". Today I looked at our bank account and the charge was still on our account so I called again. I was told they can't do a reversal of charges because we don't have an account with Legal Zoom and the supervisor refused to speak with me. Their solution is for me to close our bank account. I told them that's not something I can do for the closest *************** is more than 2 hrs. away from where we live and it would be difficult to go in person and open a new bank account due to the drive. I have never dealt with any business that knows that you didn't subscribe to their service and yet they are unwilling to remove this charge from our account.
  

  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/08/08) */
  Hi *****, thank you for reaching out, we want to help find a solution as quickly as we can. We will have a member of our Executive Escalations Team reach out to you within one business day to address your concerns.
  
  
  Consumer Response /* (3000, 11, 2022/08/22) */
  I received this email yesterday which is incorrect and I let them know.
  
  
  
  Good morning,**************,
  
  I have reached out to our billing team and they have reviewed the refunds issued for the charges we discussed. I've provided all the information we have below.
  
  Per the information we have, it appears your financial institution did accept the electronic refunds. They've provided us an approval code for both. These approval codes are also included.
  
  $163 refunded to **** ending **** on 7/27
  ***
  ***********************
  Approval Code
  ******
  $163 refunded to **** ending **** on 7/27
  ***
  ***********************
  Approval Code
  ******
  
  $163 Refunded to **** ending **** on 7/27
  ***
  ***********************
  Approval Code
  ******
  
  
  Please feel free to reach out if you have any questions or concerns. I am happy to help.
  
  *************** (they/them)
  Executive Escalation Specialist, Customer Care
  
  
  Business Response /* (4000, 13, 2022/08/23) */
  Hi *****, we will have the member of our Executive Escalations Team who is assigned to your case follow up with you to address your billing concerns.
  
  
  Consumer Response /* (3000, 16, 2022/08/25) */
  *****, these are the two responses I sent to *******:
  
  *******, I just checked my account and saw yet another new charge from Legal Zoom for $163.33.
  
  
  
  I would appreciate a phone call today to resolve this issue once and for all. I am continuing to follow up with the ********************** regarding these emails and charges.
  
  
  
  Furthermore, you never responded to my email below on 8/10/22.
  
  ***** *********
  
  
  Business Response /* (4000, 18, 2022/08/30) */
  Hi *****, we see that you were contacted by our Executive Escalations Team member who is assigned to your case. They will be able to assist you further with your concerns. Please let them know if they can be of any further assistance.
  
  Consumer Response /* (3000, 26, 2022/09/13) */
  ***Document Attached***
  The previous report I made about Legal Zoom has not been resolved. They billed us a third time for $163.33 on 8/19 and I have been trying to get them to resolved this and the other two charges on 7-19 of $163.33 and on 7-28 of $280. I had to call our bank and report this as fraud, they closed our account and re-issued a new credit card twice. I am not willing to go through this a third time and need your help.
  
  
  Business Response /* (4000, 28, 2022/09/19) */
  Hi *****, we see that you have been communicating via email with the member of our Executive Escalations Team who is assigned to your case and currently waiting on a response so that we can resolve this matter. We look forward to your email reply.
  
  
  Consumer Response /* (4200, 30, 2022/09/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yesterday they charged us a fourth time for $163.34. I read on your website about others who have had this same issue with Legal Zoom. I am not the only person that has been subject to their fraud. I sent them another email this morning and told them this has to stop. Their escalation people call and email you but don't do anything.
  
  
  Business Response /* (4000, 32, 2022/09/22) */
  Hi *****, we see that you were contacted by our Executive Escalations Team member who is assigned to your case. It appears when they contact you via telephone and email however you're not responding to the emails. In order to support you regarding this matter we would need to confirm some information. Can you please reply to the email sent on 9/19/22?
  
  Thank you and we look forward to hearing from you soon.
  
  
  Consumer Response /* (4200, 34, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Below was my response to ****** on 9/19/22. There has not been any other phone calls or emails from them past this date.
  
  ******, thanks for the phone call; however, I was at the doctors office and couldn't answer my phone,.
  
  There have actually been 4 charges to our account now. Today there is one pending for $163.34.
  
  The one you are missing was for $280 on 7/28. I have been dealing with this since 7/19 and am really tired of the emails, phone calls and promises to rectify this.
  
  I don't only want Legal Zoom to reimburse us for the charges made but also to quit charging our account.
  
  I looked at the reports with the ********************** and have read complaint after complaint that other customers have about your doing the same thing to them.
  
  I am not one to threaten lightly; however, I will tell you this. If this doesn't stop and I don't receive the money either as a credit to our credit card account or check/s in the mail by Monday, September 26th, I will hire an attorney to get this resolved once and for all.
  
  You have acknowledged more than once that we don't have an account yet Legal Zoom continues to make charges on our account. This is just WRONG and is fraudulent activity!
  
  In contacting **************** whom we hold our credit card account with, they told me you can credit our account. I gave **************************** our latest credit card so this should be easy to do. I don't know which credit card you are trying to credit; however, it's because of your charges that we have had to close our account and have new credit cards issued to us only to have your charge us again and again for an account that we don't have with you.
  
  I have spent so much time and energy on this and have had to contact our utility companies and others with a new credit card each time we had to do this because of you fraudulent charges.
  
  I am sick and tired of promises that were made ********** and now you about sending us checks and at this point don't believe anything that I am told by phone or email
  
  Your company currently owes us $770.
  
  I have reported you once again to the ********************** and I will also contact the state of ********** to report your company.
  
  ***** *****************************************************************
  
  
  
  
  
  From: *************************************
  Sent: Monday, September 19, 2022 4:40 PM
  To: ************************
  Cc:***********************
  Subject: RE: Regarding your investigation with LegalZoom ref:_**************************
  
  Hello *****,
  
  My name is ****** and I am with the Executive Escalations Team at LegalZoom. I called and was unable to reach you.
  
  I am assisting with your issue while ******* is out of the office. I attempted to refund three payments of $163.33 which equal $490.00, however, the refund is still declining on your card. As ******* had advised before, I am able to issue the refunds as a manual check.
  
  Reviewing your previous correspondence with *******, please confirm if the manual check will be mailed to:
  
  ******************************************************************
  
  Thank you,
  
  ****** ****** (she/her)
  Executive Escalation Specialist, Customer Care
  
  **************************************************************************************
  
  
  
  
  
  --------------- Original Message ---------------
  From: ******* ******************************
  Sent: 9/13/2022 2:02 PM
  To: ************************
  Subject: Regarding your investigation with LegalZoom ********************************
  
  Good afternoon, Ms. *********,
  
  I am attempting to issue refunds to your card, however the refunds are declining.
  
  I am able to issue manual checks, but I would need a physical address to send these to you.
  
  Would you be able to provide this to me either via email or phone, whichever you're most comfortable with?
  
  ******* ******* (they/them)
  Executive Escalation Specialist, Customer Care
  *************
  **************************************************************************************************************
  
  
  
  
  --------------- Original Message ---------------
  From: ******* ******* **********************
  Sent: 9/13/2022 12:38 PM
  To: ************************
  Subject: Regarding your investigation with LegalZoom *******************************
  
  Good afternoon, Ms. *********,
  
  This is ******* with LegalZoom.
  
  I have forwarded your case, along with all of the details that were gathered from Billing and notes from our conversations, to our Legal team for investigation.
  
  I am happy to continue to be your point of contact here while we work to resolve this situation for you.
  
  As discussed, we will be refunding you the charges that were taken from you and you should receive these refunds within 3-5 business days.
  
  Please feel free to reach out to me if you have any questions or concerns. I will be out of the office beginning Thursday the 15th through Tuesday the 20th but will be back on Wednesday the 21st.
  
  I hope you have a wonderful week!
  
  ******* ******* (they/them)
  *****************************************************************************************************************************************************************************
  
  *******************************
  
  
  
  Business Response /* (4000, 36, 2022/09/28) */
  Hi *****, we will touch base with the member of our Executive Escalations Team member who is assigned to your case. They will be able to assist you further with your concerns.
  
  
  Consumer Response /* (4200, 38, 2022/10/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My biggest concern is will they stop billing me each month? My latest correspondence with them was this email on 9/28. I have not received a response from them to either email on 9/28 nor 9/27.
  
  ******* and ******, I sent you and email yesterday: see below and then today received 3 of these emails? My name isn't ******, it's *****.
  
  You had previously told me that the bank would not let you credit my account. I did receive a check yesterday for $280. Why didn't you send a check for these 3 charges as well?
  
  Please advise.
  
  ***** *********
  From: ***** ********* <************************>
  Sent: Monday, September 19, 2022 7:42 PM
  To: '****** *******************************
  Cc: **********************
  Subject: RE: Regarding your investigation
  
  
  
  ******* and I received three emails from you and all were addressed to ******.
  
  You sent a check that I received on Monday in the amount of $280. Why didn't you send these remaining checks? You told me that the bank wouldn't allow you to make a deposit and now you are saying they will?
  
  Please advise a.s.a.p.
  *****
  
  By the way, my name is not ******. I am ***** *********
  
  ****** and *******, much to my surprise, I did receive on check today for $280. I will try and deposit the check to see what happens.
  
  However, there were three other charges to my account: two for $163.33 and one for $163.33. See the detailed information below.
  
  Therefore, Legal Zoom still owes me a total of $490.
  
  I also want in writing an email stating that Legal Zoom or LZC will not continue to charge us a monthly amount because WE DO NOT HAVE AN ACCOUNT WITH LEGAL ZOOM.
  
  Please advise by the end of business day today.
  Thank you.
  ***** *********
  
  
  
  From: ***** ********* <************************>
  Sent: Monday, September 19, 2022 7:42 PM
  To: '****** *******************************
  Cc: **********************
  Subject: RE: Regarding your investigation with LegalZoom *******************************
  
  ******, thanks for the phone call; however, I was at the doctors office and couldn't answer my phone,.
  
  There have actually been 4 charges to our account now. Today there is one pending for $163.34.
  
  The one you are missing was for $280 on 7/28. I have been dealing with this since 7/19 and am really tired of the emails, phone calls and promises to rectify this.
  
  I don't only want Legal Zoom to reimburse us for the charges made but also to quit charging our account.
  
  I looked at the reports with the ********************** and have read complaint after complaint that other customers have about your doing the same thing to them.
  
  I am not one to threaten lightly; however, I will tell you this. If this doesn't stop and I don't receive the money either as a credit to our credit card account or check/s in the mail by Monday, September 26th, I will hire an attorney to get this resolved once and for all.
  
  You have acknowledged more than once that we don't have an account yet Legal Zoom continues to make charges on our account. This is just WRONG and is fraudulent activity!
  
  In contacting **************** whom we hold our credit card account with, they told me you can credit our account. I gave **************************** our latest credit card so this should be easy to do. I don't know which credit card you are trying to credit; however, it's because of your charges that we have had to close our account and have new credit cards issued to us only to have your charge us again and again for an account that we don't have with you.
  
  I have spent so much time and energy on this and have had to contact our utility companies and others with a new credit card each time we had to do this because of you fraudulent charges.
  
  I am sick and tired of promises that were made ********** and now you about sending us checks and at this point don't believe anything that I am told by phone or email
  
  Your company currently owes us $770.
  
  I have reported you once again to the ********************** and I will also contact the state of California to report your company.
  
  ***** *********
  *******************************************************
  
  
  
  
  
  From: ****** ******************************
  Sent: Monday, September 19, 2022 4:40 PM
  To: ************************
  Cc: **********************
  Subject: RE: Regarding your investigation with LegalZoom *******************************
  
  Hello *****,
  
  My name is ****** and I am with the Executive Escalations Team at LegalZoom. I called and was unable to reach you.
  
  I am assisting with your issue while ******* is out of the office. I attempted to refund three payments of $163.33 which equal $490.00, however, the refund is still declining on your card. As ******* had advised before, I am able to issue the refunds as a manual check.
  
  Reviewing your previous correspondence with *******, please confirm if the manual check will be mailed to:
  
  *****************************************
  ************************
  
  Thank you,
  
  ****** ****** (she/her)
  Executive Escalation Specialist, Customer Care
  
  **************************************************************************************
  
  
  
  
  
  --------------- Original Message ---------------
  From: ******* ******* **********************
  Sent: 9/13/2022 2:02 PM
  To: ************************
  Subject: Regarding your investigation with LegalZoom *******************************
  
  Good afternoon, Ms. *********,
  
  I am attempting to issue refunds to your card, however the refunds are declining.
  
  I am able to issue manual checks, but I would need a physical address to send these to you.
  
  Would you be able to provide this to me either via email or phone, whichever you're most comfortable with?
  
  ******* ******* (they/them)
  Executive Escalation Specialist, Customer Care
  L***************************************************************************************************************************
  
  
  
  
  --------------- Original Message ---------------
  From: ******* ******* **********************
  Sent: 9/13/2022 12:38 PM
  To: ************************
  Subject: Regarding your investigation with LegalZoom *******************************
  
  Good afternoon, Ms. *********,
  
  This is ******* with LegalZoom.
  
  I have forwarded your case, along with all of the details that were gathered from Billing and notes from our conversations, to our Legal team for investigation.
  
  I am happy to continue to be your point of contact here while we work to resolve this situation for you.
  
  As discussed, we will be refunding you the charges that were taken from you and you should receive these refunds within 3-5 business days.
  
  Please feel free to reach out to me if you have any questions or concerns. I will be out of the office beginning Thursday the 15th through Tuesday the 20th but will be back on Wednesday the 21st.
  
  I hope you have a wonderful week!
  
  ******* ******* (they/them)
  Executive Escalation Specialist, Customer Care
  ****************************************************************************************************************************
  
  
  *******************************
  
  
  
  From: ************************************
  Sent: Tuesday, September 27, 2022 5:47 PM
  To: ************************
  Subject: Refund Confirmation - LLC Order #********
  
  A refund was issued to you.
  
  
  
  
  
  Sign in View online
  
  
  
  
  
  
  
  
  
  
  Hi ******,
  
  
  
  
  This is to confirm a refund for the LLC you purchased in the amount of ($163.33) was issued to you in your original form of payment.
  
  If you paid by credit card, your refund will post to your account in 7 business days. If you paid by check, we are mailing you a check. Please allow 14 business days for processing and delivery.
  
  If you have any questions or need further information, please email us at ***************************
  
  We appreciate you choosing LegalZoom and look forward to serving you again soon.
  
  
  
  
  Best regards,
  Your LegalZoom Team
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
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  Business Response /* (4000, 40, 2022/10/13) */
  Hi ***** - we see that you were able to speak with our Executive Escalations Team on 10/10/22 and they were able to resolve your concerns.
  
  
  Consumer Response /* (4200, 42, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have received reimbursement for the three charges of which I am appreciative; however, my biggest concern is that they do not bill me ever again. In looking at my account, they always took the funds from our account on the 19th so I would appreciate waiting until after that date to be sure we don't see a charge this month on our account from them. Please check back with me on the 20th. Thank you.
  
  Below is the email I received from ******* so I can only hope that it is true.