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 ComplaintThe 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:12/12/2023
Type: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 july11, 2023 I faxed a CANCELLATION letter to Legal Shield per their instructions. Then I called to follow up and confirm cancellation. The Legal Shield automated system confirmed my cancellation.When I called to them they are in receipt of my letter and phone call. Legal Shield has collected Aug thru Dec 2023 premiums and will NOT Refund me.They TOOK the money from my bank account I did NOT Authorize
Business Response
Date: 12/14/2023
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. ********
faxed request to cancel was not received in July. On December 12, Ms. ****** spoke with a Customer Service
Representative regarding cancellation. The membership is being cancelled per this call and a three month refund
is being provided.
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: 12/15/2023
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:12/11/2023
Type: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.
My husband and I signed up with legal shield in September of this year because we were going to be needing legal services in family court. Everytime we have tried to get help with legal services it is a run around. They will close the cases we open without even talking to us, then we have to submit another case and wait days for them to resubmit paperwork. Meanwhile WE have to be the ones calling their offices because NO ONE will reach back out to us. Each person we talk to has a different story and honestly sounds like they are just making stuff up. They take our money every month but I've yet to ACTUALLYSPEAK TO A LAWYER. I honestly believe they try to make it hard for you so you give up trying to call and hopefully forget that they are charging your bamk account every month. The customer service people that answer the phone (ESPECIALLY ***** IN THE ******** OFFICE) are extremely rude and unhelpful. I had to ask her multiple times to please stop interrupting me while I was talking. When I asked for someone higher up so I could file a complaint on her she said she could give me the customer service phone number but that was all. What a joke. These guys are thieves. I'm trying to get my money back for all the services they've never provided us even though we've done all the leg work to try and get them to help us. My husband finds better help and Information from ******* These people are crooks. Stay away. In the meantime my husband's son is being held from him by the child's mother (they have joint custody) and he hasn't seen his 8 year old son in almost 3 months. We have had shared custody of him since he was a baby. Now we can't see our boy. We paid for these services to get help with this and all they have done is make the situation worse. The money I've been giving them needs to be refunded. They've done nothing and are completely useless. I know they will respond with something patronizing too because that is how they talk to their paying customers.Business Response
Date: 12/15/2023
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 an intake
is opened, The Provider Law Firm will attempt to contact the member by phone at least twice before sending a
notification that they have tried reaching the member and the intake is closed. A member can have this intake
reopened and can schedule a call with a Provider Lawyer. For the most recent intake, the Provider Law Firm
made a referral to another, out of state Provider Law Firm on December 11. On December 12, a Provider
Lawyer consulted with the member regarding their legal matter. If the member wishes to continue their
membership, they may contact the referral for continued consultation on this legal matter. If the member wishes
to cancel the membership, they may do so through this BBB complaint, or by providing written notice to
Member Services.
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:12/08/2023
Type: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 need a refund Immediately! I have only had the service 2 or 3 days and it is NOT what I was told. Before I signed up I called to make sure you all h*** with EEOC cases noone told me you assign lawyers and ***** told me only ONE law firm is available for the WHOLE **************. that doesnt even make sense. The lawyer was rude biased and never let me talk just assumed what I wanted. I had a questiom a out a form the supervisor told me they should be able to answer the question the lawyer wouldnt. I was also told I could be switched to a different firm before finding out it's only one firm for ***** which sounds like a lie and if not I could get a refund NOW your rep says I cant. I am making a co plaint about your staff the way they talk to people, the inconsistency in information AND I WANT MY MONEY BACK. I Sent an email and ***** wants to respond now. Return my money to me now and cancel my account. All the did was give me a headache and never ONCE answered a question or was helpfulBusiness Response
Date: 12/14/2023
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. **********
membership has been cancelled and a refund was issued on December 11.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, IncInitial Complaint
Date:12/05/2023
Type: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 hired legal shield to help with a cat case and their sales associate *************************** is lying and commiting perjury saying she didn't transfer ownership of cat to me and business is refusing to have her stop lying and commiting perjury against meBusiness Response
Date: 12/07/2023
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. Manusevitz
cancelled her LegalShield membership via written request in August 2023. In addition, the issue Ms.
********** has with this independent associate is a personal matter that is outside the scope of the independent
associate’s connection with PPLSI. PPLSI cannot get involved in an active legal case and does not interfere with
personal matters between associates and/or members.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, IncCustomer Answer
Date: 12/07/2023
Complaint: ********
I am rejecting this response because: they need to contact this associate if not they need to refund me all the money I spent on attorney fees from legal shield this is fraud
Sincerely,
***** *********Business Response
Date: 12/14/2023
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
No refund is due on this matter. This is a personal matter between Ms. ********** and the associate who she
enrolled in the membership with. Ms. ************ LegalShield membership cancelled in September 2023 so
the LegalShield benefits are not available for her to use in this legal matter. LegalShield does not get involved in
personal matters between members and associates.
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: 12/14/2023
Complaint: ********
I am rejecting this response because: I paid money to legal shield if you don't tell malka to stop commiting perjury hopefully il file a dispute over the money I gave legal shield with credit card company you need to tell malka to stop coming perjury against me this is fraud I will also warn people of the fraud legal shield is doing
Sincerely,
********************Initial Complaint
Date:11/25/2023
Type: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.
Legal shield was charging me double every month. They would not give me my money back. I never use this service it's a waste of money. Then I caught them still charging me after I canceled it. Cancle the prescription now or I will take you to court with my current legal plan.Business Response
Date: 12/01/2023
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. Holmes had
both a Legal Plus plan and a CDLP plan. LegalShield requires a written request to cancel a membership, this
BBB complaint will be considered Mr. Holmes written request to cancel both the Legal Plus and CDLP plans.
The Legal Plus plan has been cancelled and one payment that was drafted on November 25, 2023, has been
refunded. The CDLP plan has been cancelled, no refund is due on the CDLP plan as a payment had not been
made since October.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:11/24/2023
Type: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.
***************************** and Legal Shield are a scam. You will pay them monthly and when you need them most, the will abandon you. I was a victim of domestic violence seeking support from ***************************** to move away from my abuser since we had an apartment lease but instead of helping me, they attempted to bully me into dealing with the police rather than trying to simply terminate my lease. They traumatized me further. They are so unhelpful and rude. When I told them I'd be filing a complaint with Legal Shield they said they would never help me again, yet they keep charging me monthly. Beware! I called Legal Shield for support and I got an email that the law firm would reach out to resolve my issue. They never did. Legal Shield is in the business of making money but not helping clients. They don't return calls. They don't help with legal issues. They abandon their clients when they need them most.Business Response
Date: 11/29/2023
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have searched for the membership file. We were
unable to locate a membership file for Mr. ****** using the information provided. If Mr. ****** can provide a
phone number or email address that may be on the membership, we can research this issue further.
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: 11/29/2023
Complaint: ********
I am rejecting this response because: They have used this excuse a lot to get out of providing me my membership benefits. All they need to do is see that I am attached to my partner *************************** under ID number: ***********
Sincerely,
***************************Business Response
Date: 12/01/2023
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Mr. ****** is not listed on the membership he provided. Mr. ****** is not able to use that membership to
receive LegalShield benefits. PPLSI cannot provide further information regarding the membership provided.
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: 12/01/2023
Complaint: ********
I am rejecting this response because: They removed me so they could say I was not on the membership. However, I am the one paying for the membership and I am attaching numerous pieces of evidence showing I have had the membership and utilized their services for months (it even says my name). This is fraud and if they continue to bill my card I will file a complaint with the Attorney General.
Sincerely,
***************************Initial Complaint
Date:11/16/2023
Type: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 legal shield for about 8 years!!!! now when i need an attorney they say they cant find one!!!! member number *********** please see why they take my money every month and when i need them they can easily say they cant find an attorney ! they need to pay even if i get my own attorney since they cant provide one!!Business Response
Date: 11/20/2023
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. *******
has had a Member Resolution file worked on this complaint. The Provider Law Firm has attempted to refer this
matter to eleven different attorneys, none of which have been willing to accept the referral. Neither LegalShield
nor the Provider Law Firm can make a lawyer take a case. While this Member Resolution file was being
worked, the Provider Law Firm attempted to reach Mr. ******* about this issue. Mr. ******* can contact the
Provider Law Firm regarding next steps.
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:11/07/2023
Type: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 being charged approximately $30 monthly for services. I have been paying into this company for years for pre paid legal and identity fraud protection. I recently tried to reach out to someone regarding fraud issues and every number I tried from the website is not working. I have emailed and have not received any response. Obviously they are no longer in business, but are continuing to charge me monthly for services. I don't use the service often so I don't know how long they've been out of business. I would like to hear from someone to make sure I can cancel. I certainly don't want to pay into a service when it's not readily available for me to use as per the agreement .Business Response
Date: 11/13/2023
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
has been a LegalShield member since 2019 and an IDShield member since 2014. The member may utilize the
LegalShield and IDShield apps or call the Provider Law Firm directly for service. The Provider Law Firm’s
phone number is 800-825-7100 and the IDShield phone number is 1-888-494-8519. If the member has questions
about the benefits, the member can call Member Services at 800-654-7757. PPLSI is not now and has never
been out of business, the phone numbers provided on the websites and apps are up to date. Customer Service
Representatives are available Monday through Friday 7 a.m. – 7 p.m. CST. The member’s email request to
cancel has been received and the membership has been cancelled. The member can reinstate to utilize the
services if they wish.
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:11/03/2023
Type: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 asked LegalShield multiple times through email to cancel my subscription, yet they have not replied to my request. I am still being charged for this subscription that I have asked to be canceled over a month ago!!I want my money back !Business Response
Date: 11/07/2023
Dear Ms. ********:
This letter is in response to the above referenced individual’s complaint.
Upon receiving this Better Business Bureau complaint, we have reviewed this membership file.
LegalShield received a request to cancel this membership on September 26, 2023, and a request to
reactivate the membership on September 29, 2023. A refund was issued with the initial cancel request.
The next cancellation request was received on October 26, 2023. The membership was not paid ahead,
therefore no refund is due.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Legal ServicesInitial Complaint
Date:10/31/2023
Type: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 needed a Lawyer They Said they would give me one charge me then never gave me any service, I called plenty times they said they would schedule me an appointment to talk to an attorney never did but keep charging my bank account and Ive cancelled on many occasions and they still stealing money out my bank accountBusiness Response
Date: 11/07/2023
Dear Ms. ********:
This letter is in response to the above referenced individual’s complaint.
Upon receiving this Better Business Bureau complaint, we have reviewed this membership file. The
Texas Disciplinary Rules of Professional Conduct prohibit the Texas Provider Law Firm from providing us
any information regarding interactions with our members without their consent. We would be happy to
address this complaint more fully if the member would provide us with more information or contact our
Member Resolutions team to give them permission to contact the Provider Law Firm on their behalf.
The member can reach the Member Resolutions department at 1-800-506-4616 Monday through Friday,
8:00 AM to 5:00 PM CT. The only request to cancel that LegalShield has received from the member was
received on Monday, October 30, 2023. The membership has been cancelled and a refund has been
issued.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Legal Services
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