Complaints

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

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• 

  LegalShield

  1 Prepaid Way Attn Regulatory Compliance Ada, OK 74820-5813

  
• 

  PrePaid Legal Services, Inc.

  7108 Beracasa Way PMB 275 Boca Raton, FL 33433-3448

• 

  Legal Shield

  1307 Little Creek Cir Pensacola, FL 32506-8263

• 

  LegalShield

  5534 Oak Grove Ct Sarasota, FL 34233-5205

• 

  LegalShield

  1458 Battlefield Parkway Fort Oglethorpe, GA 30742

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:02/14/2024

  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 am in the process of seeking legal assistance for harassment and reached out to Legal Shield for assistance back in 2022 and in 02/2024. I requested that an employee of legal shield not be part of the intake due to previous conflicts and was not signed up for my membership:The representative on the phone took all of my payment information but I do not see any charges. As there were issues with the employee that signed me up for my membership in 2022, I requested to cancel with a refund as I was not able to make progress. I expressed my frustrations with the staff. I understand Legal Shield may not take my membership seriously but I encourage them to consider that being harassed daily is difficult and being provoked to frustrations by employees leads to larger issues. I also called the law firm they assigned me and was told that my membership was cancelled. I am only reporting this as it is part of a larger harassment case I hope to resolve, and maybe, with Legal Shield assistance. I also received an email on 02/13 that conflicted with the information I was given by the rep on the phone, prompting me to think this may be more harassment. The subject of the email Did you forget something, Ebony?I perceive this, after the many conversations Ive had with both of the reps I spoke with, as not professional at all and intentionally unhelpful.

  

  Business Response

  Date: 02/16/2024

  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. *********
  had a LegalShield membership briefly in 2022 prior to her request for cancellation. She submitted a request to
  be reinstated on February 13, 2024, which LegalShield has exercised its option not to reinstate the membership.
  Ms. ********* will not see any charges to the payment method she provided with her reinstatement request. If
  Ms. ********* was on LegalShield’s website looking at the legal plans, she may have added something to her
  cart that triggered an email asking if she forgot something.
  Respectfully,
  Anna ****
  Staff Attorney
  Pre-Paid Legal Services, Inc.

• Initial Complaint

  Date:02/08/2024

  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.

  ******** has been charging me twice each m*nth f*r a c*uple m*nths under a m*nthly membership. Im *nly supp*sed t* be charged *nce a m*nth. Im n*t under any type *f c*ntract with this merchant, and this isnt a prepaid service. *** sp*ke with ****** a supervis*r trying t* escalate this, and she wasnt *f any assistance at all. Please issue a refund *f $29.95 each f*r b*th m*nths *f *ct*ber, and January.

  

  Business Response

  Date: 02/12/2024

  Dear Ms. ********:
  
  This letter is in resp*nse t* the ab*ve referenced individuals’ c*mplaint.
  Up*n receipt *f this Better Business Bureau C*mplaint, we have reviewed the membership file. Ms. ********
  membership is behind *n payment, causing tw* payments t* draft *n *ccasi*n. The LegalShield membership,
  which benefits are pr*vided based *n the c*ntract, is a pre-paid m*nthly membership. Ms. ******** payment
  date is at the end *f each m*nth, and may sh*w up *n her statement at the beginning *f the next m*nth. Ms.
  ****** has als* missed *r been behind *n s*me payments, that has caused her membership t* n* l*nger be paid
  f*rward and may als* cause tw* payments t* sh*w in *ne m*nth. Her membership is currently paid t* January
  4, 2024. Ms. ****** can fix this issue and change her payment date if she wishes by c*ntacting Member
  Services at 800-654-7757 between 7 a.m. – 7 p.m. CST M*nday thr*ugh Friday.
  Sh*uld y*u have any further questi*ns regarding this matter, please feel free t* c*ntact *ur *ffice.
  Respectfully,
  Anna ****
  Staff Att*rney
  Pre-Paid Legal Services, Inc.

  Customer Answer

  Date: 02/12/2024

  
  C*mplaint: ********
  
  I am rejecting this resp*nse because: A prepaid m*nthly service isnt an annual c*ntract agreement. That w*uld indicate acc*rding t* y*ur resp*nse that the service is paid f*r ahead *f time, p*st payments d*nt apply. I was charged f*r tw* m*nths I wasnt able t* utilize. There w*uldnt be any back payments *wed, because Im n*t under any annual legal c*ntract. Whenever th*se payments were charged t* the wr*ng card, I had n* access t* the service. Y*u cant charge a cust*mer f*r unused service if theres n* applicable c*ntract agreement. Just like ******* *r any *ther prepaid (m*nthly) subscripti*n service. Y*ur acc*unts paused, then charged *nly f*r future services payed in advance. 

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/15/2024

  Dear Ms. ********:
  
  This letter is in resp*nse t* the ab*ve referenced individuals’ c*mplaint.
  Payments are made f*r the c*ming m*nth. Even if a member d*es n*t utilize the service, they have access t*
  their Pr*vider Law Firm and c*verage if s*mething had *ccurred during that m*nth that they then needed *r
  later need legal assistance with. Ms. ****** is currently paid t* January 4, 2024, it is p*ssible Ms. ****** c*uld
  have a lapse in c*verage and c*ntinue t* pay g*ing f*rward. Ms. ****** can fix this issue by c*ntacting Member
  Services at 800-654-7757 between 7 a.m. – 7 p.m. CST M*nday thr*ugh Friday.
  Sh*uld y*u have any further questi*ns regarding this matter, please feel free t* c*ntact *ur *ffice.
  Respectfully,
  Anna ****
  Staff Att*rney
  Pre-Paid Legal Services, Inc.

• Initial Complaint

  Date:02/08/2024

  Type:Customer Service 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.

  Impossible to reach a lawyer in a reasonable timeframe and all they say is that theyre unable to represent me when I get out of my contract sign paperwork saying that they no longer represent me in order attorney letters in my area terrible reviews and Im supposed to get discount but Im not saying Ive already spoken to these people what they told me was that they were going to explain the process to me which I dont care about the process theyre not delivering what they say they were supposed to deliver

  

  Business Response

  Date: 02/12/2024

  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. *******
  opened an intake on January 31, 2024, and received a call back within the SLA window of 8 business hours.
  Through the consultation, the Provider Lawyer determined that Ms. ******* needed a referral under the 25%
  Discount benefit, which referral was made with in the SLA timeframe of 3 business days. If Ms. ******* wishes
  to receive the LegalShield benefit, she may contact the Referral Attorney whose information was provided by
  the Provider Law Firm. All benefits thus far have been provided in accordance with the LegalShield
  membership contract.
  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: 02/12/2024

  Complaint: ********
  
  I am rejecting this response because:
  

  Business merely continues their process which is counter to what is promised in their marketing. Again, they make me sign off saying they will no longer represent me if I ever want to stop paying them. But while Im paying them, they never actually do the work of representing me or anyone that subscribes to their service

  
  Instead of taking feedback and adjusting appropriately, this company will just inform customers of their process , which we already know all too well. They shift us from intake to lawyer that finds a different lawyer which we get to pay for. And LegalShield at no time represents us at all. If anything, this is a local lawyer referral service and Im sure LegalShield gets paid by the local lawyer to do this.

  And their referrals seem to be lawyers that have mixed reviews and probably need the business.

  So how am I paying to get nothing but aggravation and then LegalShield gets paid for the referral, too?

  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 02/15/2024

  Dear Ms. ********:
  
  This letter is in response to the above referenced individuals’ complaint.
  Ms. ********* LegalShield membership includes Consultation Services which include a letter or phone call if the
  Provider Lawyer determines it would be appropriate and document review up to 15 pages, 24/7 Emergency
  Access for covered emergencies, Residential Loan Document Services, Family & Domestic Related Services
  which include uncontested separation or annulment, uncontested divorce, uncontested adoption, and uncontested
  name change, Estate Planning Services, Motor Vehicle Related Services, Trial Defense Services, IRS Audit
  Legal Services, and the 25% Discount benefit for other personal legal matters that are not covered by the
  membership. After the initial consultation, the Provider Lawyer may determine that the member needs a
  Referral Lawyer. The member still receives the same LegalShield benefits with that Referral Lawyer.
  LegalShield does not get paid for referrals. If a member is not satisfied with any lawyer they use through the
  LegalShield membership, they may open a member resolution file through Member Services. Ms. Bastida
  received consultation from a Provider Lawyer and was provided a Referral Lawyer as outlined in her
  LegalShield membership contract.
  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:02/08/2024

  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 am the *** for my aunt, *************************. On February 7, ****, I saw a pending charge to Legal Shield for $29.95. I called the number on the charge ************ and spoke with ***. She gave me the email address of ************************************************************ to email my ***, cancellation, and refund request with member ID#***********. I sent the email and received a response stating I would be contacted in **** business hours. As of today, February 8, ****, I had not received a response. I called again today at 12:15 p.m. and spoke with Sha'*** who told me that was the incorrect email to submit the information. She told me to email it to *************************************** which I did. I received a simple response that they received my request and are working on it. When I questioned why I was given the wrong information yesterday she said she didn't know. Why is it so difficult to complete a cancellation and refund request? Sha'*** also told me not to, "freak out if it takes a week." I asked why my initial email wasn't forwarded if it was the wrong one. Again, she said she didn't know. How would my request have been addressed if I had not called again? This lack of professionalism is ridiculous.

  

  Business Response

  Date: 02/12/2024

  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. The cancel
  request for Ms. *****’s membership has been received. The refund that was requested with the cancellation is
  being processed. I have placed a flag on the membership to prevent reinstatement in the future. The membership
  is now cancelled and LegalShield will not call or send anything further to Ms. ***** after the refund is sent.
  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: 02/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was told different things on two different phone calls and by email responses from three different departments.  This could have been handled much more professionally and efficiently instead of taking me multiple attempts to get the response I am now receiving on my BBB complaint.  I have not received a refund yet, so I will no confirm satisfaction based on what appears to be a history of this type of customer service.

  I highly suggest that phone representatives be trained to give correct information to assist with issues for resolution.  I would also suggest that email communications be streamlined so that different departments aren't giving various responses with no resolution.  For a business that allegedly provides legal services, the systemic issues of poor customer service, sharing of confidential information, and inconsistent information in responses is quite shocking.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/16/2024

  Dear Ms. ********:
  
  This letter is in response to the above referenced individuals’ complaint.
  The first written request to cancel was processed on February 8, and an email was sent to Ms. *****’s Power of
  Attorney to inform her that the request was received on February 9, around 12:45. I responded to this BBB
  complaint on February 12, and the refund check was issued on February 13. When Support and Member
  Services receive emails, an automatic reply is sent to let the sender know it can take 24-48 hours to process the
  email. If the email needs to be sent to another department, it will be done when processed in the order received.
  Refund requests are reviewed by management and take longer to process than the cancellation request. Ms.
  *****’s membership has been cancelled and a refund has been issued by check.
  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: 02/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was given inconsistent information and had to continually take my time to get a resolution.  Had I received the information in my BBB response in real time I would have no issue.  The communication from customer service definitely needs to be addressed and streamlined so it isn't so time and labor heavy for customers to have their appropriate requests processed in a timely manner.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/07/2024

  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 claims that I signed up to he an associate of their business. When attempting to get answers regarding this is*** and trying to get a refund I have gotten nothing but no call backs and empty promises. I spoke to a woman who advised me that I could *** for the refund if I felt the need but the charges were not refundable. Upon my first call to the company they informed me that I had been charged for two id shield accounts when this should not be possible to have two accounts. For the id shield the company refunded the amount of approximately $80.00 when the charged had been hundreds of dollars. The company is committing fraud on several levels. I would like a refund for the web e service charges on my account due to the fact I was not aware of any such service I had been signed up for. I would like this refund in the full amount not pennies on the dollar like the fraudulent ID shield account the "should not have been possible".

  

  Business Response

  Date: 02/15/2024

  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.
  ********** signed up as a LegalShield associate on September 6, 2019. Upon signing up, all associates receive
  one free month of the e-service access which is $19.95 per month after that. Mr. ********** called LegalShield
  regarding the e-service charge, at which point his e-service was cancelled and will no longer be billed. Mr.
  **********’s refund request is being reviewed at the executive level and we will follow up with him as soon as
  we have an answer.
  Respectfully,
  Anna ****
  Staff Attorney
  Pre-Paid Legal Services, Inc

  Customer Answer

  Date: 02/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The company admitted fault and I have not received a response for resolution. I instead received a call from the id shield portion of the business to find out why my account had been canceled. The lack of communication inside the company is beyond repair. I am hoping for an expedient resolution and refund of all fraudulent charges admitted by the company of legalshield.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 03/01/2024

  Dear Ms. ********:
  
  This letter is in response to the above referenced individuals’ complaint.
  PPLSI has reached a satisfactory resolution with Mr. ********** through communication outside of this
  complaint.
  Respectfully,
  Anna ****
  Staff Attorney
  Pre-Paid Legal Services, Inc.

  Customer Answer

  Date: 03/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:02/06/2024

  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.

  Two weeks ago, I reported to the ******* Firm that I received a ticket that was in my son's name yet we are both registered owners of both cars. I had a case then I called in a complaint on the original lawyer that was rude and dismissive to me. Afterwards, ********, resolution specialist offered advice that I did not warrant and decided on her own that the case had to be transferred to my son whose name is on the ticket. The ********************* made a mistake and did not place both of our names on the ticket like the ***************. The **************** does not allow a transfer of the name on the ticket yet the ********************* made a mistake. ******** closed my case. My son was given advice to obtain a lawyer to represent him in this case. My son is a college student and the representation would cost more than the ticket. I refuse to throw my son under the bus because my tag is on the ticket yet has his name on it. ******** did not allow me to re-open the original ticket because she stated that I could not talk with a lawyer again in fact she told me the lawyer I complained about was not rude he was just attempting to explain to me that my son has a case which was inaccurate. Who he to dictate when I can talk to a lawyer? I only desired to obtain advice again. ******, an agent in the ******* office stated that she sent an email to explain again and never sent an email. I am disheartened by this ordeal because the customer service has been heinous and unacceptable. What is the point of having this service when people do not attempt to help you? I pay the fee to ask advice from a lawyer not telling what I cannot do with rude disrespectful. Please look at the notes, I no longer desire to communicate with ******** or ******. I was told by ******* that ******* is suppose to contact me.

  

  Business Response

  Date: 02/12/2024

  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
  received consultation from a Provider Lawyer under her LegalShield membership. This is her son’s legal matter,
  and Ms. **** was told by the Provider Lawyer that her son could receive a referral for this matter, but that they
  cannot advise her on another person’s legal matter. The Provider Lawyer advised Ms. **** how she could
  proceed to get the matter in her name rather than her son’s. Unless the matter is moved into her name, there is no
  further advice the Provider Lawyer can give to Ms. ****. Her son may receive a referral if he wishes.
  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: 02/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: I asked for contact via phone by the business in question. This attorney does not have all the details and her response did not address the inappropriate way the matter was handled.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/15/2024

  Dear Ms. ********:
  
  This letter is in response to the above referenced individuals’ complaint.
  Ms. **** received legal consultation from the Provider Attorney. The membership provides legal consultation
  on an unlimited number of personal legal matters to the extent the Provider Lawyer determines the member has
  been adequately advised on the legal matter. The Provider Lawyer cannot provide advice on a legal matter that
  is not the member’s personal matter. LegalShield is required to respond to BBB complaints through the online
  portal. If Ms. **** would like to speak to someone on the phone, she may contact Member Services or Member
  Resolutions. I have let the Member Resolutions team know that Ms. **** is expecting a call back from the
  representative working her 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.

  Customer Answer

  Date: 02/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: The matter has not been addressed regarding the unprofessional demeanor of ********, the resolution specialist, at ************** and ****. This is a complaint of the rude manner in which she attempted to resolve the matter. I have stated this in the prior response. If something happens again, I do not want to deal someone who cannot handle people with respect.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/02/2024

  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.

  *******, *******, 32177][Thoas J ******]*************][2/2/2024 8:58PM][Canceliton Department][legal shield][1 ************. ***, ** *****. ***]Subject: Cancellation Request and Refund Demand - Account Numbers ***********, *********** Dear [Recipient's Name],I hope this letter finds you well. My name is ***************************, and I am writing to formally request the cancellation of the services associated with the following account numbers: *********** and ***********. I am disappointed to inform you that my experience with your company has been unsatisfactory due to various issues, including poor customer service and a lack of professionalism.I want to bring to your attention that I am within my 60-day window for a refund, and I am formally requesting the return of my funds within this month. I believe this is a reasonable timeframe for the resolution of this matter. Failure to comply with this request may result in the escalation of this issue to the ******* ************************** as I believe it is my right as a consumer to receive the services I paid for, or be refunded accordingly.During my interactions with your customer service representatives, I encountered individuals who lacked knowledge and provided inadequate assistance. One instance involved a representative abruptly ending our conversation when I requested to speak to a supervisor. Additionally, my interaction with a cancellation department representative was highly unpleasant, and I felt mistreated during the process.To further protect my interests, I have changed my credit card number to prevent any further billing from your company. I hope that we can resolve this matter promptly and amicably to avoid any negative repercussions for your company. Please be aware that if a satisfactory resolution is not reached promptly, I will be compelled to share my experience on various online platforms, detailing the subpar service I have received.I believe in fair and honest business practices, and I trust that you will take the necessary steps to address my concerns promptly. I appreciate your immediate attention to this matter and hope for a swift resolution.Thank you for your understanding and cooperation.Sincerely,*************************** ********************************************************* [*********************]*************]

  

  Business Response

  Date: 02/06/2024

  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. ********
  written request to cancel and refund the LegalShield memberships has been received. Two payments have been
  refunded for a total refund of $104.75.
  Respectfully,
  Anna ****
  Staff Attorney
  Pre-Paid Legal Services, Inc

• Initial Complaint

  Date:02/01/2024

  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.

  Ive been trying to cancel my subscription with LegalShield since October of 2023. Its now February and they are still charging for services that Ive never used. When you cancel, you have to call and explain yourself so they can guilt trip you into staying with them. They tell you how youve accumulated free lawyer representation hours and all the benefits youll be losing instead of a simple cancellation. Then they have you write an email to another department whose only response is your message is received and we will get back to you. Its ridiculous. There are subscription cancelation laws for this exact thing and they are violating them. Today they charged me again saying that I didnt cancel my business account, just my personal account when I clearly asked to be released from all my subscriptions in the email they are referencing. This company runs a scam show and the cancellation process is a giant robbery scheme.

  

  Business Response

  Date: 02/06/2024

  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. The written
  request to cancel has been received and processed. A refund of the $49.00 payment that was taken on February
  1, 2024, is being processed. The only record LegalShield has regarding communication with the member is
  November 3, 2023, at which time the member chose to continue the LegalShield membership. The first written
  request for cancellation was received on January 19, 2024. If the member can show where earlier written request
  was provided, a further refund will be reviewed.
  Respectfully,
  Anna ****
  Staff Attorney
  Pre-Paid Legal Services, Inc.

• Initial Complaint

  Date:01/27/2024

  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 signed up for this only to find out that they were not helpful in the slightest so after only paying 1 month I cancelled my membership and did it EXACTLY how they told me to through email, they sent me a confirmation email saying it was cancelled, why did I just get billed for $14.95 from legal shield when I no longer have the service!?!

  

  Business Response

  Date: 01/29/2024

  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. The member
  enrolled in both a LegalShield and IDShield membership in November 2023. The member cancelled the
  LegalShield membership in December 2023. The IDShield membership is still active and costs $14.95 per
  month. If the member would like to cancel this membership as well, that can be done by responding to this BBB
  complaint or sending an email with the above referenced member number asking for a refund and to cancel the
  membership.
  Respectfully,
  Anna ****
  Staff Attorney
  Pre-Paid Legal Services, Inc.

• Initial Complaint

  Date:01/24/2024

  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 have been paying for this service since 2009. I reached out to Legal Shield and requested the membership be cancelled during Covid. Funds were tight and I had never used the service. I was told that the membership was cancelled. To my surprise I received an email stating the monthly membership fee was increasing. I was shocked because to my knowledge the membership was canceled several years ago. I am requesting my funds be refunded.

  

  Business Response

  Date: 01/29/2024

  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. LegalShield has
  no record of speaking with or receiving any other communication from Ms. ******* between 2016 and 2024.
  LegalShield requires a written request to cancel a membership, if Ms. ******* can provide a copy of the written
  request sent to LegalShield or LegalShield’s response showing it was cancelled, her refund request will be
  reviewed. Her January 25, 2024, email has been received and the LegalShield membership has been cancelled.
  The membership was paid to January 18, 2024, so no refund is due at this time.
  Respectfully,
  Anna ****
  Staff Attorney
  Pre-Paid Legal Services, Inc.