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

  
• 

  LegalShield

  1680 NW 10th Ave Homestead, FL 33030-2950

• 

  PrePaid Legal Service/All Northeast Florida Locations

  All Northeast Florida Locations Jacksonville, FL 32256

• 

  LegalShield

  1680 NW 10th Ave Homestead, FL 33030-2950

• 

  Prepaid Legal Services Inc.

  94-36 Puanane Pl Mililani, HI 96789

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:09/17/2024

  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 canceled their services since 07/23/2024 but they are still using my Credit Card.They should not be allowed to keep Credit Card information and charge with authorization.

  

  Business Response

  Date: 09/19/2024

  Response is in attached document.

• Initial Complaint

  Date:09/05/2024

  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.

  Call to get services and when they couldn't help me called back to cancel within the 1st month was told that the service was canceled. I was not told that I needed a written request at the time. I was then charged for a second month. I called in to find out why I was charged and was told then that they would cancel it over the phone and to send email for refund. I called back in weeks after the email to find out why I hadn't got my refund and was told I wasn't getting one because they needed a written cancelation and the email was it and the plan I was on did not have refund even though I should not have been charged at all and to dispute the charges through my bank. This is so shady! I just want my refund for a charge I should have never gotten

  

  Business Response

  Date: 09/11/2024

  Response is in attached document.

  Customer Answer

  Date: 09/16/2024

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

  

  Business Response

  Date: 09/19/2024

  Response is in attached document.

  Customer Answer

  Date: 09/20/2024

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

• Initial Complaint

  Date:09/02/2024

  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.

  I have a prepaid, monthly plan with LegalShield for $30. I reached out to ************************************** on 08/22/24 to cancel my plan as per their cancellation policy on their website- *******************************************. I followed all the instructions to cancel. The ONLY response I have received from their team - "Thank you for your email, we are working to complete your request." I have reached out to their team twice regarding the status of my cancellation and have not been given a status or response. I have been charged for the next month showing that my plan was never canceled. The website advertises that you can cancel at any time but it is a false advertisement. I want a refund for the charge and plan cancellation.Below is their cancellation policy:"What is your cancellation policy?LegalShield is a pre-paid monthly subscription service, and our members have the right to cancel at any time. Per our company policy, all cancellation requests must be provided in writing. The easiest way to cancel is by emailing us at ************************************** with your name, membership number, phone number, and your request to cancel the membership.For annual memberships, you may cancel any time after your first 12 months. If you would like to speak to someone about options to maintain your membership, please call as soon as possible to keep any pre-trial hours or other benefits you may have accumulated at ************** between 7-7 CST Monday-Friday, and a member of our team would be happy to help."

  

  Business Response

  Date: 09/11/2024

  Response is in attached document.

• Initial Complaint

  Date:08/24/2024

  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.

  I requested the cancellation of membership in March. I called and spoke to someone who said they could not cancel (funny how they can start a membership that way) and I needed to send an email. On March 20th I received an email requesting I respond with an email notification including my membership number, which I did, within 24 hours.I then discovered just this past week that Legal Shield has continued to draw $29/month out of my account from April until August. I am horrified that I missed that charge and that my request was ignored.I called and spoke to someone 3 days ago who again told me to send an email that contained my membership number. I did that immediately. Today I discovered yet another email requesting I once more email with the word Cancellation and the membership number. I have included those items every time. This is three times plus several phone calls. They still have not canceled my membership and continue to charge me.

  

  Business Response

  Date: 08/26/2024

  Response is in attached document.

• Initial Complaint

  Date:08/24/2024

  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 tried to cancel services with legal shield multiple times and they still refuse to cancel the service I was paying for now I have had my bank stop payment for this service that I no longer want and am being harassed for a much larger amount of money than the service was originally supposed to cost from 29 dollars per month to 359 dollars they need to cancel my service and leave me alone stop harassing people

  

  Business Response

  Date: 08/26/2024

  Response is in attached document.

• Initial Complaint

  Date:08/20/2024

  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.

  I am filing a complaint regarding the services provided by LegalShield, which I joined on January 16, 2024, paying $29.95/month. I was repeatedly misled about the coverage of my plan, leading me to upgrade in May 2024, paying $44.90 for LegalShield and $19.95 for IDShield, but received no meaningful assistance. Despite being promised legal support, the attorneys failed to respond or follow up on my cases, causing me significant stress during a time of identity theft and legal issues.When I requested to cancel my membership on June 21, 2024, my request was ignored, and my account was wrongfully charged again on August 19, 2024, without my consent. When I contacted customer service, I was informed by representatives that I needed to submit a written request to cancel, a requirement that was never communicated to me when I joined. This unauthorized charge has overdrawn my account, causing further financial strain.I am a single parent on governmental assistance and cannot afford these unnecessary expenses for services that have failed to resolve my legal matters. I demand the immediate cancellation of my services and a full refund of all payments made this year, totaling $334.30. If this issue is not resolved, I will pursue further action to recover my funds.

  

  Business Response

  Date: 08/26/2024

  Response is in attached document.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  I want to clarify that I was never provided with a contract that I agreed to, nor did I sign any document that included the stipulations you have referenced, including the requirement for a written cancellation request. Without a contract bearing my wet signature, I do not consider myself bound by the terms you have outlined.
  Furthermore, I invoke my rights under UCC *****, which allows me to reserve all rights and avoid any unintended waiver of my rights or acceptance of terms not expressly agreed to.
  Please be advised that I am prepared to escalate this matter further if a satisfactory resolution is not reached promptly. I would appreciate your cooperation in resolving this matter in good faith, without the need for additional legal action.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/28/2024

  Response is in attached document.

  Customer Answer

  Date: 09/03/2024

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

   

  Thank you for your recent response. However, I must reiterate that my experience with LegalShield has been unsatisfactory, and I maintain my position on this matter.
  
  As you have noted, I have had eleven intakes since enrolling in the LegalShield membership. Unfortunately, these intakes remain unresolved due to the inadequate service I received. I have experienced the following issues:
  
  Attorneys repeatedly informed me that they could not assist with the services I needed and advised me to upgrade my plan, which I did to no avail.
  Attorneys failed to call back at scheduled times or return my calls or texts, particularly concerning an ongoing court case.
  Despite multiple attempts to resolve these issues, including a conversation with your representative *************************** in April, my concerns were not adequately addressed. It is incorrect to state that I never raised these issues before requesting cancellation.
  
  Given these unresolved issues, I once again invoke my rights under UCC *****, which allows me to reserve my rights without being bound by terms to which I did not expressly agree. I maintain that the service I received did not meet the expectations set when I enrolled in the membership, and I believe I am entitled to a full refund of all payments made this year, beyond what has already been issued.
  
  I urge you to reconsider my request for a full refund of $334.30, considering the unsatisfactory service and unresolved issues I have experienced. I look forward to your prompt response and resolution of this matter.
  
  Thank you for your attention to this issue.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/19/2024

  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.

  in February of 2024 I signed up for a monthly membership with LegalShield for $29.95 per month.. they charged me $350 some dollars for the whole year in one lump sum.. of course I called for a refund and to cancel the whole membership since they made such a huge unauthorized deduction from my bank account.. I just now found out that they've been charging me a monthly fee of $29.95 from March, ****** may, june, July and August for a total of $149.75.. I called and asked for a supervisor and got ***** in *** ******** who says that the only thing she can refund is for one month for $29.95.. this company has made nothing but mistakes and I do not trust them since the mistaken February.. LegalShield refuses to acknowledge the fact that they've been charging me even though I canceled my membership in February due to their mistake.. when I ask to speak to a supervisor of ***** she says that no one else takes calls.. in other words there are no other supervisors according to her.. she could clearly see that I have never used this membership because I thought it was canceled and yet she didn't seem to care or have the authority or think anything of this mistake that was clearly theirs.

  

  Business Response

  Date: 08/21/2024

  Response is in attached document.

• Initial Complaint

  Date:08/19/2024

  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.

  I Cancelled my subscription with Legal Shield. I was notified by the referred attorneys office *************** that a response from the company was received. In the email notification PDF TX-D9T-9JX it said 4 pages was included but I was unable to view 2-4. By law I should still receive any response from my client profile for my records and moving forward with a real legal firm. This company Legal Shield is a scam. If you are not a member at the time of any request of documents they wont help you. But you already paid for the documents.

  

  Business Response

  Date: 08/21/2024

  Response is in attached document.

• Initial Complaint

  Date:08/19/2024

  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 signed up 2022 thinking it would be good to have a company in my corner to de-escalate the filing of suits against companies' using unethical practices.I never would have imagined that I would find out that Legal shield is a company that prays on minorities to get monthly subscriptions. They lied about the the discounting of lawyers and the legal services they provide in general. I know 100% that I've submitted to this company several situations that I could have sued companies for but just wanted them to do right instead. I was always willing to pay for a lawyer but this company has failed to respond to every submission. I ended up resolving situations on my own or using other sources after hearing nothing from legal shield. Recently I experienced a situation with an insurance company. LegalShield falsely claimed they contacted me by leaving a note on the portal l that I only looked into after hearing nothing. I reported this and the lawyer called end of business hours but thankfully to ******** was able to intercept the call while he was leaving a message. I said hello several times and he intentionally acted as if he didnt hear me as he said this case will be closed before hanging up in the middle of his message and not calling back. I called to report this and offer proof of the interaction. I later received an email stating he attempted to contact me but got nothing but beeps and then left a voicemail leading to the closing of the submit. Yet I mind you there was no record of a missed called the 1st time around, no email was sent, and the 2nd time he intentionally cut his *************** not finishing his sentence to avoid me. I was then connected to another lawyer who called the day of the complaint on 7/25 and I have heard nothing else. Prior to sending this message to the BBB I checked the portal to obtain dates and see that there was another false attempt noted claiming a call at 7:25 am! 8/11/2024 again with no record of a missed phone call nor VM.

  

  Business Response

  Date: 08/21/2024

  Response is in attached document.

  Customer Answer

  Date: 08/21/2024

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

  they are making up excuses as to why their legal team was dishonest about the communication. I have attached screenshots showing the time the call took place on Mon 8/20 at 5:45 pm which was outside of their business hours according to the recording I received 3 minutes after returning the phone call. I did receive an email after 6pm. I work an 11 hour shift and have attempted to reach out to this company several times on my work schedule. I shouldnt be expected to drop work in addition to everything else for a company whose plan is to ultimately get around my complaint. There are no blocks on my device and if there were that wouldnt prevent the allowing of voicemails and emails in the past. The corporate office is the first time Ive received a phone call and a follow up email from Legal Shield. Legal Shield is also the 1st time Ive received notice of my phone not receiving calls, voicemails and my mail exchange not receiving emails. I will respond 1st chance I get before 5pm Thursday or definitely early morning Friday. Also throughout all the alleged attempts made to contact me through the ghost emails,phone calls and the 1 actual call  outside of business hours, strangely no one ever inquired on the best time to reach me 

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

  

  Business Response

  Date: 08/26/2024

  Response is in attached document.

  Customer Answer

  Date: 08/27/2024

  Complaint: ********

  
  

  I am rejecting this response because:

  I spoke to 2 separate people who unfortunately asked " how can I help you" after explaining every single situation including current opened intake cases their ending response was " I'm sorry you experienced that" no one offered to look into into anything pertaining to my cases directly and get back with me. It appears I'm dealing with a lot of people working from home whose only goal is to get back to their television show. It's pretty obvious that corporate who is responsible for this BBB case is only monitoring calls being placed and not speaking to the company about the true issue at hand which is actually providing services being paid for and not conducting calls to meet the daily requested minimum as if it's a call center. Truth is my initial complaint about their actions is what the company is continuing to display. There may not be any resolution because they can't fulfill the company's mission to service customers.

  
  

  Sincerely,

  
  

  **************************

  
  

  
  

• Initial Complaint

  Date:08/13/2024

  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 3-26-2024, I joined Legal Shield (a network marketing **** I cancelled some stuff I had with them on 7-10-2024, but they kept charging me. Then I cancelled the rest on 8-8-2024 with a phone call followed up with a fax. (Which I can send you if you tell me how). Again, they've taken $24.95 (3 times) in Aug. and $34.95 on 8-12-2024 after these things were cancelled on 8-8-2024. I want a refund on these charges, and I want them to stop taking money they have no right to.

  

  Business Response

  Date: 08/19/2024

  Response is in attached document.