Business Profile

Legal Services

LegalShield

Headquarters

Complaints

This profile includes complaints for LegalShield's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

344 total complaints in the last 3 years.
113 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/08/2024
Type:Order 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.
LegalShield sells a product where you get to speak to attorneys for assistance and the attorney I spoke to googled the answer to my question and gave me the wrong answer and then argued with me about it. I tried to point this out to LegalShield as an accountability matter but they just told me that I could get a second opinion from the same office. I need to know how it's legal for returning to just tell you the absolute incorrect information and I paid for that and then when I'm trying to get help against the attorney I'm just told somebody else in the office can tell me the correct information I'm just told somebody else in the office can tell me the correct information MAYBE. Then another encounter with the same office the attorney left me a message on my answering machine and told me he wasn't going to write a letter for me which is what I pay these service to do and I also don't pay it to talk to my voicemail I paid to talk to me that's what an attorney consultation is not talking to someone's voicemail.
Business Response
Date: 05/14/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Ms. ******
received legal advice on her legal matter from two separate Provider Lawyers. Ms. ****** opened a Member
Resolution file, which the Provider Law Firm was unable to reach Ms. ****** to address her concerns on. The
advice provided by the Provider Lawyers may not be the answer Ms. ****** was looking for, however, the
services were provided to her. Ms. ******’s membership cancelled on April 30, 2024, and was paid to April 27,
2024. The membership was not paid forward, so no refund is due at this time.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc
Initial Complaint
Date:05/02/2024
Type:Sales and Advertising 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 joined legal shield for them to help me with the process of adoption. The only requirements was for it to be an uncontested adoption and I had to wait a 90 day waiting period for me to start the process. I waited and paid to receive these services but when the 90 day period was over I was made aware by a lawyer that due to Utah laws adoption process involves biological parents making it a contested adoption which legal shield did not cover. I called customer service to cancel my membership and to reimburse the money I paid for the services that was never given. The costumer rep asked me to email the amount I had paid and they will send me a check. The total amount was $89.85. A week goes by and I receive a check of $3.99. I called costumer service again and asked why wasnt the check the full amount. They said they probate $1 a day and that refunds were final. This was not told to me before. I explained that I didnt want to cancel my membership but with the Utah laws they couldnt help me. I was scammed into paying for services that I never recieved.
Business Response
Date: 05/08/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Ms. ***** has
been given a two-month refund as a courtesy. The membership contract states in part in General Provision J that
“The Member has the right to be reimbursed by the Company the unused part of the membership fees paid for
this Contract. The total refund will be calculated on a pro-rata basis over the payment period.” This language is
the reason she initially received a pro-rated refund, prior to receiving the two-month refund as a courtesy. Upon
further review by management, Ms. ***** will be receiving a refund of the remaining two-months of payment
as well.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Initial Complaint
Date:05/01/2024
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.
Refund on a balance that I paid. I attached the files.
Business Response
Date: 05/07/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Ms. *******
enrolled in the LegalShield and IDShield memberships and signed up to be an independent sales associate on
January 31, 2024. When Ms. ******* signed up as an associate, she agreed to the associate policies and
procedures which states in part in Section 12 that “Associate fees will not be refundable unless the Associate
Agreement is terminated by the Associate within the first 5 days after the effective date, so long as the Associate
has not sold any members or recruited any other Associates.” The first time Ms. ******* sent a cancellation
request to PPLSI was February 12, 2024. No refund is due on the Associate Agreement. Ms. ******* has been
given the appropriate refund for her LegalShield and IDShield memberships.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc
Initial Complaint
Date:04/28/2024
Type:Service or Repair 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.
Ive been charged 3 times a month from September 2023-April 2024 and need them to refund me.
Business Response
Date: 04/29/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Ms. **** was
paying for a membership for two other members during that time. As a courtesy, Ms. **** was refunded one
payment from each of those memberships. No further refund is due at this time.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Customer Answer
Date: 04/30/2024

Complaint: ********

I am rejecting this response because: the only membership that I had during this time was member number ending in 7444. As you can see in the three photos marked Exhibit A, my bank statements, the charges are all for member number 7444 (highlighted for reference).
My understanding is that my membership cost is $26/month. That is what I agreed to pay and have paid since signing up as a loyal member over a decade ago.
I have asked the company to provide me with, and am again requesting, documentation with my signature agreeing to pay for multiple memberships.

Or continued to agree to pay for those memberships. I have asked them to stop charging me in multiple emails, as early as January, if not sooner. Ive attached a photo of one of many emails Ive sent in good faith to get them to stop charging me. My requests should have been honored, as I was unable to find another way to stop the charges.

Also, earlier this year I cancelled my debit card for this reason and ordered a new one, adding the new card ONLY to MY membership ending in 7444.
So how could I have agreed twice to being charged for someone elses account?
Who goes through the absolute HASSLE of cancelling a bank card to stop unauthorized payments, only to agree to them again?
My only agreement for my card to be used was on MY OWN MEMBERSHIP.
Sincerely,

*******************
Business Response
Date: 05/07/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
When Ms. **** changed her card number, the card carrier automatically updated the card number for all
memberships Ms. **** was paying for. The earliest email PPLSI received regarding this matter was April 24,
2024. PPLSI management has reviewed Ms. ****’s request for a full refund for the two memberships not in her
name and has decided to provide a full refund for each of the two memberships to Ms. **** as a courtesy.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Initial Complaint
Date:04/23/2024
Type:Order 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 was referred to attorney ******************* who through the ******** law firm which is through legal shield referred me to this lawyer who was sub par. The lawyer did not fight in court what so ever; instead she sent an email to the opposing counsel to which I have a copy of that was a misrepresentation of me as a client as I did not agree to the terms of a stipulation. I have called legal shield, the law firm that is supposed to represent me and spoke with ******* through corporate and was told that theres nothing they could do. ******* also proceeded to lie about things I never said and was supposed to have her supervisor call me as of Friday 4/19/2024. This has been two weeks without answers since contacting legal shield about the issues. The lawyer they referred me to lost every case, put me into financial hardship, lost my custody time and caused me to have to pay more in child support. I am very displeased with this service and the fact that no one is taking the issue seriously. Instead *** been passed around, ignored, and told that theres nothing that can be done. When I ask to speak to someone higher up in the company Im ignored or asked why do you want to speak with them and as a consumer I feel that legal shield has stolen from me and falsely advertised, along with knowingly misleading me about representation for a custody lawyer.
Business Response
Date: 04/29/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Mr. ********
opened a Member Resolution file, however, he did not give permission to contact the Referral Lawyer his
complaint is regarding. This decision is completely at the discretion of the member, however, without
permission to speak with the Referral Lawyer, the Member Resolutions team is not able to resolve a member’s
complaint. Mr. ******** has indicated that he wants a refund of the fees paid to the Referral Lawyer. He has
been told on multiple occasions that this will need to be taken up with the Referral Lawyer themselves. Another
referral has been offered to Mr. ******** to work on appealing the decision in his legal matter, which he has
declined.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Customer Answer
Date: 04/30/2024

Complaint: ********

I am rejecting this response because:
I was never asked about legal shield speaking with the referral attorney. I have been misled, hung up on and told that this matter will be taken very seriously; which has been lip service. I did state that I am no longer willing to speak with anyone from the ******** law firm as far as their lawyers. I never stated or was asked about the law firm or legal shield contacting the law firm of **********************. I have requested numerous times to be put in contact with someone above the resolution team and was refused, I have been refused any solutions and instead been given a script. I have requested phone calls and received emails instead. My concerns have been ignored and the statements I have made have been twisted. I have also been informed that there is not a vetting process put in place for the lawyers that are being referred which is bad for customers. I have asked to be switched to another law firm instead of ******** and I was denied. Legal shield and their bad legal advice and bad representation has caused an undue hardship for me and my family, caused strain on relationships and caused a family to be even more divided. I am requesting that legal shield take responsibility based on these reasons alone. The fact that legal shield has misrepresented my own words to cover their shortcomings is disgusting and insulting at best. Legal shields response is based on lies and misinformation. Legal shield has not done their own investigation and has not requested any documentation to support the claims as I have copies of the poor representation and the fact that ********************** decided to take the legal matter into her own hands and misrepresent me by sending emails to opposing counsel that was never discussed or disclosed to me by her. L.S. has not reported this to the board or the bar association as misconduct of a lawyer.

Sincerely,
*********************************
Business Response
Date: 05/07/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Every Member Resolution file that is opened includes asking the member if the Provider Lawyer can be
contacted about the matter. PPLSI does have a vetting process for it’s Provider and Referral Lawyers. Provider
Law Firms are assigned based on where a member lives, another Provider Law Firm cannot be assigned. Mr.
******** discharged the Referral Lawyer prior to the custody trial. Any communication from the Referral
Lawyer to the opposing party was authorized by Mr. ********.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Customer Answer
Date: 05/07/2024

Complaint: ********

I am rejecting this response because: no resolution has been provided or received and I am not satisfied with the response. I am standing firm on the issues at hand. Legal shield has been negligent with their handling of this issue and they are not willing to provide resolve for their part in this situation. I am aware that there is a malpractice insurance that each company and lawyer holds $120,000 at minimum. If there is no resolve I will have no choice to follow suit. To include charging each one of the persons on the board $10,000 per person for allowing this nonsense to continue. This once again has caused a hardship due to their lack to provide true legal representation. Instead they have taken from me and my family. I am owed damages as well.

Sincerely,

*********************************
Initial Complaint
Date:04/21/2024
Type:Order 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 2005 I've called Legal Shield 1 time and they continue to take money over the years without me knowing. I never received anything from them. Now they taking ***** from *****. This company has a habit of auto pay drafting without services of any kind. I'm asking for be refunded all monies taking from my accounts. This company never provided me with no service. Please correct this behavior and pattern of practices to deceived the citizens of UNited State. This is Unfair Trade Practices and fraud. If filed a claim with my bank and they are only going back 4 months. Unfair! I will be speaking with an attorney if this is not resolved
Business Response
Date: 04/24/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Ms. ******* has
had a few lapses in her membership over the years. Most recently, her membership cancelled due to nonpayment
in November 2023. She submitted a reinstatement request on January 2, 2024. The $26.00 plan would not have
been available at that time, prompting the upgrade to the $29.95 plan, which Ms. ******* would have had to
approve payment for upon reinstatement. Ms. *******’s payment is currently paid to March 2, 2024. No refund
is due at this time, but her membership will be cancelled per her request in this BBB Complaint.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc
Initial Complaint
Date:04/18/2024
Type:Service or Repair 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.
I called Legal shield as I pay for the services. I have been trying to get a letter written for weeks now. The first attorney (man) was telling me I should get another attorney and continued stating its ok if I want another attorney. He has a summary of the events and he asked my to summarize the summary, so he could in turn summarize that summary. Which made no sense as I was seeking a summary of the summary I sent from Legal shield. I asked him why he kept saying that and he told me that he doesn't handle these cases and he wanted to consult with another attorney. I told him it was fine if he didn't want the case or wanted to consult someone else. He stated he would put a note that is was him wanting the case moved to another attorney as that isn't his field. He instead put in his notes I requested another person and the case had an absurd number of documents and it didn't. I spoke to a manager as he called asking about it and I told him that I didn't ask for another attorney. The previous attorney kept implying that I should though. It got moved to another attorney (woman) who didn't want to email me a draft letter, but wanted to read it word by word over the phone and make corrections. I advised that Legal shield does send drafts and from what is happening with he say, she say, I want to see the letter before a copy of the final draft is sent. That attorney told me to get another attorney as she doesn't send drafts and I said that was fine. She said she was going to see if it was ok to send a draft and get back to me on the 16th. I called customer service after that and told the representative what happened. She wasn't sure why the attorney stated I couldn't get a draft but Legal shield sends drafts. I awaited the call on the 16th and didn't get one. I call this past monday and explained what happened. That representative stated a request for the draft to be send would be sent to the attorney
Business Response
Date: 04/22/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Ms. ******
spoke with a Provider Lawyer who did not feel a letter would get the results the member wanted. She then spoke
with a supervising lawyer about her concerns and he had another lawyer assigned to the intake. The new lawyer
advised she would write a letter and tried to address the matter over the phone, however Ms. ****** once again
asked for a supervising lawyer who was going to have another lawyer call Ms. ******. It appears this issue was
caused by a miscommunication. If Ms. ****** did not hear back from the Provider Law Firm on Friday and
does not hear from them early this week, LegalShield encourages Ms. ****** to respond to this BBB
Complaint or all the Member Resolutions department at 1-800-506-4616 Monday through Friday, 8:00 AM to
5:00 PM CT.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc
Customer Answer
Date: 04/22/2024

Complaint: ********

I am rejecting this response because it is a lie. The calls can be pulled and listened to. I called customer service which calls are recorded. The first attorney assigned did not state that a letter wouldnt resolve my concern. The first attorney Al advised it isnt his area of expertise. ** advised he would note to transfer the case to an attorney that handles my the scenario. I called customer service to advise no one contacted me after an attorney supervisor yelled at me. A different attorney supervisor called saying ** advised I requested a new attorney. I advised that was a lie. I let him know what ** stayed. That supervisor advised it was weird that ** got the case as thats not his area to advise in. The second attorney **** told me she wouldnt send the draft to me and that legal shield doesnt send drafts. **** told me to get another attorney since I wanted a copy of the draft. I called customer service and explained on a recorded line. The rep advised LegalShield does send draft letters and that rep sent a request for **** to send me a draft letter. **** still refused to send it and put a note in the file that I advised I didnt want my letter anymore. A customer service rep read me the note. A customer service supervisor by the name of *** was supposed to call me back and did not. All of this is recorded.

Sincerely,

***********************
Business Response
Date: 04/29/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Each attorney assigned to this intake does work in the applicable area of law. Each Provider Lawyer that has
spoken with Ms. ****** has provided options for moving forward on the matter. The Provider Law Firm’s
Customer Service Lead spoke with Ms. ****** on April 18 and the new assigned lawyer reached out to Ms.
****** and left a voicemail on April 23.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Initial Complaint
Date:04/17/2024
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.
LegalShield was not able to provide us the requested services due to them repeatedly mismanaging our referral routing as described in supporting documents. We have asked on 3 separate occasions now for a full refund of all fees charged, but have only gotten back about $33 to date out of ~ $120 owed to us. The company has not directly responded to any of our emails other than the same auto reply every time, "Thank you for your email, we are working to complete your request." It has now been over a month since we began requesting the refund. We just want the remainder of our money back.
Business Response
Date: 04/24/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Every
LegalShield member is assigned to a Provider Law Firm based on their location. Every intake is initiated
through that Provider Law Firm. In the event there is a conflict or the member needs a referral, the intake may
be referred to a Referral Lawyer outside of the Provider Law Firm. When two members have a legal matter
involving each other, they are both referred outside of the Provider Law Firm to prevent future possible conflicts
with the Provider Law Firm providing services to either party. A full one month refund has been provided to the
member and the membership has been cancelled. No further refund is due to the member at this time.
LegalShield is not able to provide information about another member’s membership.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Customer Answer
Date: 04/25/2024

Complaint: ********

I am rejecting this response because:
The response does not provide the appropriate refund, does not provide an adequate explanation for why the company repeatedly made the same mistake, and unreasonably refuses to address my partners identical case. Shame on LegalShield. Chargebacks will be filed.

Sincerely,

***************************
Business Response
Date: 05/01/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
The correct refund has already been provided back to the member. Mr. ******** and his partner were referred to
two different Referral Lawyers for their legal matters once they each opened an intake with the Provider Law
Firm. LegalShield cannot give Mr. ******** information on a LegalShield membership he is not listed on.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Initial Complaint
Date:04/15/2024
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.
On Monday April 15th, 2024 I contacted Legal Shield in regards to the Law Firm they assigned me with my subscription. I called because for the last month, I've gone back and forth not accomplishing anything through their antiquated system of assigning cases. It has been a total nightmare. I contacted them and I was met with more disappointment. The customer service agent I spoke to, couldn't answer any question nor provide a solution. He sent me a form which apparently gets sent to the Law Firm I'm filing a complaint about? That is insanely egregious. I do NOT want to be contacted by the Law Firm. I want a new Law Firm assigned or my subscription cancelled and refunded.
Business Response
Date: 04/18/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. When a member
contacts LegalShield regarding an issue they have experienced with the service, in order to fully understand
what happened, the Member Resolutions team needs to speak with the law firm. The law firm cannot provide
any information to the Member Resolutions team without the member’s permission due to attorney-client
privilege. Members are assigned to a Provider Law Firm based on their location, LegalShield cannot reassign a
member to a different Provider Law Firm. LegalShield requires cancel requests to be submitted in writing. If
Ms. Bradbury would like to cancel the LegalShield membership, she may send an email to [email protected].
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc
Initial Complaint
Date:04/15/2024
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.
I became a Legal Shield member in January 2023 . During my time using their services, I was not satisfied, and in April 11 of 2023, decided that I no longer wished to be a member. I called in April 2023 to cancel my membership, at which time they provided an email address to send a formal request for cancellation, and I did. Upon reviewing my credit card statement recently, I was shocked to find that I was still being charged since April of 2023 until January 2024. in spite of requesting the cancellation. I continue to email requests the refund which the email address that they have provided, in addition to making phone calls to customer service. They told me they were working on that for the refund. But one month later on March8,2024, they refunded to me for only one month fee $126.48. I phoned them today again, they told me they can only refund me one more month that all. It is really no honest running business like that. I am requesting a full refund in the amount of $1264.80 since last year April 2023- January 2024
Business Response
Date: 04/18/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. LegalShield has
no record of receiving a request to cancel prior to March 2024. Two payments have been refunded at this time.
If the member can provide a copy of the original request to cancel showing the date it was sent in English, a
further refund will be reviewed.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc
Customer Answer
Date: 04/18/2024

Complaint: ********

I am rejecting this response because:
Please see the attached. I did send the email to request cancel on April 11, 2023. I also phoned in. Did both

Sincerely,

***************
Business Response
Date: 04/24/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Per the screenshot provided with the date of the initial cancellation request, a refund back to April 2023 is being
provided.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.

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