LegalShield

Complaint: [redacted] I am rejecting this response because: I canceled my memembership in the month of March I received a refund in the month of April Thereafter, Legal Shield illegal deducted membership fees from my account without authorization for the last past four months while I was away from my account Now, I have received a check in the amount of instead of Sincerely, [redacted] ***

April 18, 2016 [redacted] RevDex.com 17 South Dewey Oklahoma City, OK 73102 RE: ***... *** Case No. [redacted] Member No. [redacted] This letter is in response to the above referenced individual’s complaint. Ms. [redacted] enrolled as a member of LegalShield (LS) March 2, 2016, by an online application. An initial draft on her credit card for $27.00 was authorized for first month’s membership fee of $17.00, and included a non-refundable $10.00 enrollment fee. The application also authorized for on-going monthly member fees of $17.00 a month. Ms. [redacted] states that when she called to get legal assistance, but did not get to speak to an attorney. She says that when she later called our company about her concerns, she was told she must send her cancellation and refund request in writing. She wants a full refund and that the service were impossible. Ms. ***’s application listed her address to be located in Missouri. Upon enrollment, a member is assigned to a Provider Law Firm, which provides legal services to our members within a given area. Ms. [redacted] called LS Member Service on 3/8/16 and relayed she needed an attorney in Florida. She was informed to contact her Missouri Provider, as assigned by her membership, to be referred to Florida. Instead, she wanted her information to be updated to a Florida address which she indicated to be an additional residence. Although our system showed the new address to be incomplete, Ms. [redacted] would not give any additional information. She was upset upon finding that the new address on her membership assigned her to our North Florida Provider, not the South Florida Provider. A member must contact the Provider by with membership is assigned according to the address on file. Our service procedures outline that an attorney call a member within eight business hours from the time the initial call from a member is entered. All calls to the Provider Attorney and to LS Member Service are logged either in a membership file, or if a new membership is not yet processed, in an alternate file. Per research of all files, there was no call made to our Missouri, North Florida or South Florida Provider Firms; therefore, no intake for legal assistance was entered. Ms. [redacted] then stated she wanted to cancel, relaying her dissatisfaction of the staff and that she had not received any service, and demanded a full refund. She was directed to a representative who began to explain the $10 enrollment fee was non-refundable and a written cancellation is required. In accordance with her contract (General Provisions, “R”), “the member may cancel the Contract at any time by giving written notice to the Company. The member shall be entitled to be reimbursed by the Company the unused portion of the membership fees paid for this Contract, the amount to be calculated on a pro-rata basis over the period of the Contract. Any enrollment fees are considered earned when paid and will not be refunded should this Contract be cancelled.” When a member calls to cancel, a temporary 30-day courtesy hold is placed on the account to allow time for us to receive the written request by mail, fax or e-mail, and then process the cancellation. Our procedure is to transfer a member who wishes to cancel to a special IVR line that explains the process to them. As the call was disconnected before the transfer was complete, our system sent out a cancellation waiver to Ms. [redacted] by mail. It is noted that both the membership packet of information which was mailed, as well as, the cancellation waiver, were both returned by the post office as the address being vacant.The review of this complaint has been completed, and we have found no evidence that Ms. [redacted] ever called the appropriate office for legal assistance. She declined giving a available phone number or valid mailing address for contact. Without obtaining additional information to further investigate and resolve her complaint, nothing more can be done regarding this matter. To date we have not received a written cancel request from Ms. ***. We will consider this RevDex.com complaint as Ms. ***’s written request to cancel her membership; there are no fees being considered for a refund. Should you have any further questions regarding this matter, please feel free to contact our office.Respectfully, [redacted] Consultant, Regulatory Compliance

This letter is in response to the above referenced individual's complaint.On 7/8/17 Ms. [redacted] enrolled on an on-line web application for a Legal Plan membership. The application authorized a draft in the amount of $29.95 from her bank account to pay for the first month's LegalShield... (LS) membership fee of $ l9 .95 (LS) and included a non-refundable $10.00 enrollment fee. Her application was processed on 7/10/17, the next business day after she submitted the application.Ms. [redacted] called LS Member Services on 7/10/17, before the membership was completed in our system, wanting to cancel the membership. She indicated she had decided not to keep the services. She was infonned we require a written cancellation to be sent, and given our email address to send that request. Per our contract General Provision R, upon written request, the Member shall be entitled to be reimbursed the unused portion of the membership fees paid for this Contract, the amount to be calculated on a pro-rata basis over the period of the Contract. Any enrollment fees are considered earned when paid and will not be refunded should this Contract be cancelled. Our system sends an auto reply to the sender of any email sent to our member services or support departments, which confinns their email has been successfully delivered to our company.The next time Ms. [redacted] contacted our company was on 7/25/17. Per the call to Member Services, she was infonned the membership was still active and LS had not received her email to cancel. Our email address was verified and Ms. [redacted] immediately sent her cancel request. Receipt of that email was confirmed by the Member Service Professional. When Ms. [redacted] inquired about getting a refund for the membership fees paid, it was explained it would be reviewed for a prorated refund based on date cancel was received, which was 7/25/17. As Ms. [redacted] disputed the receipt date as being in January, it was suggested that she could send her reply receipt from her earlier email to be considered.Upon receipt of this RevDex.com complaint, we have reviewed Ms. [redacted] membership file. We want Ms. [redacted] to know that we take our responsibilities very seriously, and take pride in making sure that our business is conducted in accordance with the terms of our membership contracts and with our policies and procedures. We find our billing and cancellation procedures were correctly follow ed. We regret that Ms. [redacted] had difficulty in sending her email to cancel, but assure her that her request was logged and email posted when it was received. By normal procedure a refund would be prorated from the date her cancel was received on 7/25/17. ln behalf of good customer relations , we are refunding the month's membership fee of $19 .95, which is being issued by check . As stated on the online enrollment application which authorized the fee to be drafted, and in the membership contract, the $10.00 enrollment fee is for processing and non-refundable. There are no further funds to be considered for a refund. Should you have any further questions regarding this matter, please feel free to contract our office.

MsBaptise [redacted] became a member of Lega!Shield (LS) formerly known as Pre-Paid Legal Services, Inc., effective August 2, The web application authorized payment of $36.00, which was $for the first month of LS membership, and$I for a non-refundable enrollment feeThe $ membership fee is authorized to be drafted on her bank account on the Ith of each month.Ms***'s complaint is regarding the legal service by her Provider AttorneyShe states the Provider Attorney's did not provide timely or proper legal assistanceShe is requesting her document to be reviewed at no charge due to lack of service and due to that she is grandfathered in, which allows for a page document to be reviewed free.Upon receipt of this Revdex.com complaint, we have researched Ms***'s membership informationHer file shows that she contactedthe Provider AttorneyFirm on 5/30/17and requested a document to be reviewed; she was advised to submit the documentThe Firm received her document on 5/31/17; the document was pages longThe Provider Attorney contracted Ms [redacted] on 6/3/17, three business days from receiving the document, and relayed that due to its length, a review would be under discounted rate servicesIt was explained that her membership contract provided a review ofup to IO pages at no feeMs [redacted] declined servicesA supervising attorney later contacted Ms [redacted] as a follow-up, again offering services at the discountThe referral was refusedMs [redacted] did not contact the Provider Firm again regarding this matter.It is unclear what is meant by Ms***'s statement of being grandfathered in and being entitled to benefits of a review of a document over IO pages Her contract benefits have remained the same throughout the time she has held the LS membership, which include a document review of up to IO pages We do offer a current Legal Plan membership which has benefits of a document review ofup to pages, although Ms [redacted] has not upgraded to that plan Ms***'s page document would not be eligible for a free review under either Legal Plan.On review of this membership file and this complaint, we have determined that Ms [redacted] was adequately assisted and was provided benefits according our contractual responsibilityShould she decide to proceed with legal services by a referral attorney for discount benefits, she would contact the Provider Attorney, OSK LawWe cannot further assist in this matter and consider this matter closed

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ September 24, Revdex.com Attn: [redacted] South Dewey Oklahoma City, OK XXXXX RE: [redacted] Complaint Case NoXXXXXXXX Membership NoXXXXXXXXXXX This letter is in response to the above referenced individual's complaint Mr [redacted] enrolled for a LegalShield(LS) membership 3/27/An initial payment for $was authorized by credit card for the first month's membership fee of $and included a non-refundable $enrollment feeFuture drafts for monthly fees of $were set for the 27th of each month Mr***'s complaint is that he had expected a letter be drafted by the Provider Attorney for his legal issue, but didn't receive or get a follby the attorneyHe missed his deadline with the other party and has jeopardized his positionHe states the communication between the Provider Attorney and also with the main LS office, is ineffective and unhelpfulHe is requesting a full refund for all membership feesHe also says he wants misleading advertising to stop and demands better assistance regarding member service issues Our Provider Attorney, Parker Stanbury LLP, provides the contract benefits for our California membersWe want to assure Mr [redacted] our Provider Attorneys are carefully selected based on a number of factors, including recommendations from other lawyers in the area, bar association standing, client references, evaluation of education, experience and areas of practice of the lawyers within the firm, and on-site evaluations by our managementMost importantly, the Provider Law firms are evaluated on the firm's customer service philosophyAll of these factors contribute to assuring that our members receive the highest quality of legal services available in their area On August 27th the draft for payment was declined, and subsequently on 9/14/15, Mr***'s membership went into a pre-cancel statusA pre-cancel notice was mailed, and a phone call made on 9/14/Mr [redacted] responded to the call and stated he was having a communication issue with the attorneyWhen the Member Service Professional informed him that LS has a team to assist on service issues, he indicated he would call back at a later timeThe next contact by Mr [redacted] to our Member Services was on 9/22/He was upset, stating he had sent numerous emails and received no responseThe Member Service Professional entered filed a service complaint regarding his Provider AttorneyWe have a very efficient attorney complaint resolution system, in which LegalShield investigates all complaints filed by members against Provider Law Firms and Provider AttorneysPer available information in Mr***'s file, his legal issue was discussed with a Provider Attorney and agreed a letter would be written; additional information was needed from Mr [redacted] to draft the letterMr [redacted] was upset when he later found that his email with information was not receivedHe resent the email, but again did not receive a copy of the attorney's letterAfter contact from our office, it was verified that the attorney had sent out correspondence to the other party and that Mr [redacted] has now received his copyAs he still needed assistance on this matter, he agreed to continue to discuss with the Provider AttorneyHe also added he has a new legal issue and was told that his membership would need to be brought out of pre-cancel in order to assist after an initial consultation Since the receipt of this Revdex.com complaint in our office, an attorney in the firm has contacted and is assisting Mr***It does not appear as further action regarding this complaint is needed at this time Should you have any further questions regarding this matter, please feel free to contact our office Respectfully, [redacted] Consultant, Regulatory Compliance Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although Legal Shield has been responsive following my Revdex.com complaint the focus of my complaint are the issues prior to Revdex.com and not addressed in their reply The reply does not address the misleading advertising which suggests with Legal Shield you have an attorney available 24/Or the difficulty in establishing a line of communication with a provider attorneyThe system in place for communicating is frustrating, inefficient and lethargic This reply doesn't adequately address the draft I requested which was never receivedIn fact I never received a copy of the letter until 9/22/ And yes I stopped paying for membership based on ineffective assistanceI'm sure they'd be happier if members paid and didn't use the service however at some point I decided enough was enough This is and this system can and should be seamless and fruitful rather than frustrating and inefficient Their reply does say I called on 9/14/and again on 9/22/but fails to address the inability to reach member services or the long hold times in excess of minutes from 9/14/to 9/22/which prevented me from reaching anyone for days on endThey apologized and said it is a problem they are working onSo Im not the first or only person to bring it to their attention I wish to ad, when I finally reached Member Services they declined (refused) to connect me to [redacted] CustRelations supervisor or provide her e-mail or identify a supervisor by name to speak with meWhen I was able to reach [redacted] , Member Services Supervisor who was understanding and helpful but declined a method by which to contact her should additional problems arise - effectively inserting a well designed smokescreen to frustrate and prevent a member from receiving assistance in an efficient and expeditious manner Their reply claims to have an efficient complaint system in place yet fail to identify it or address my accurate statements which complain about unanswered e-mails and long hold timesIn fact, no efficient system exists that I am aware of to this dateIf there was an accessible & efficient method to get things back on track this Revdex.com complaint wouldn't be necessaryIt was only after I became exhausted with efforts leading nowhere did I decide to contact Revdex.com I now have a copy of the letter sent on my behalf (9/22/15)I note the letter shows no research or statutes sited on which I can rely or base my legal position, causing concern as to the effectivenessIn my opinion, one contacts a lawyer for legal opinion and applicable law to support their position, not just an impressive letterheadShowing you've done your homework with a legal position is the best way to prevent an issue growing into a matter for litigationI remain hopeful for the desired resultTime will tell Thank you, [redacted] Final Business Response / [redacted] (4000, 9, 2015/10/02) */ October 2, Revdex.com Attn: [redacted] South Dewey Oklahoma City, OK XXXXX RE: [redacted] Complaint Case NoXXXXXXXX Membership NoXXXXXXXXXXX This is in response to further correspondence you received regarding the above referenced complaint Mr [redacted] has responded that his concerns were not addressedIn regard to extended phone hold time when calling Member Services; we understand the frustration when seeking assistance for whatever the reason for the callAll Member Service calls are monitored for servicing aspects including being reviewed for possible adjustments in staffingWe do apologize for the inconvenience of Mr [redacted] having to wait on holdUnfortunately, we cannot control the volume of incoming calls for any set period of timeIt is our ongoing primary goal of LegalShield Member Service to reduce hold time as well as continuing to provide quality serviceOur Member Service line is open A.M- P.MM-F, with the busiest time generally being lunch timeWe do have hrstaff who assist by email, which may be a better option for Mr***Our hrphone line is for emergency accessAny service problems reported by the member are forwarded to a Member Service Professional trained to assist and resolve those issues As to Mr***'s complaint that he emailed to have a draft of his letter by the Provider Attorney before mailing has been thoroughly researchedMr***'s email requested that he be sent a copy of the letter before mailingThe attorney did email the letter, and later the letter was mailed to the other partyThe procedure is to mail a copy of an outgoing letter to a memberAs Mr [redacted] did not receive a mailed hard copy until a complaint was filed has been addressed with the appropriate staffMr [redacted] continues that the Provider Attorney did not include legal statutes or other support for his position in the letter written, and was ineffectivePer out contract benefits, it is the Provider Attorney's judgment whether a letter will be helpful and offeredAny information contained in the letter is at the discretion of the Attorney LegalShield continuously strives to improve efficiency and provide high quality servicesSuggestions by our members in specific areas are always appreciated and consideredWe hope Mr [redacted] has a satisfactory conclusion to his current legal matter and will find his membership beneficial for future issues when neededWe consider this matter closed Respectfully, [redacted] Consultant, Regulatory Compliance

Complaint: ***
I am rejecting this response because:
The provider has submitted and defamatory claims not supported by their actions or the record.The number one point being the dates of undisclosed activity on the part of the attorney who phoned on the 24th
and lied about the issue disclosed by the customer service persons as not being issued by the attorney, who was instead engaging in exactly what the defamatory language claims the victims are "mentally incompetent about" as illegally self contradictory.The attorney does so to protect itself in sheer malicious malpractice and harassment where the attorney was required to cease and desist on the 23rd.Where the firm was asked for information for a time sensitive matter they in fact acted like a violent sexual rival in a bar towards the client about and continue to, and refused refused to provide timely information so the victims could pursue lawful legal services elsewhere.Further, under the law in the State of Illinois, the attorney conducting the day disruption with offensive defamation she contradicts by her own actions and repeated calls ongoing the 24th, as the law firm continues to, has no standing to make any such claims and is expressly forbidden to do so based on the nature and content of its extremely limited contact.Also its constant ongoing prohibited and unnecessary offensive defamation and disturbance creation since the 23rd which is acting like the attorney had contact with one of the recipients.They are required to Cease and Desist, withdraw the defamation, expunge any and all documents and information provided only for the legal services, and terminate my ongoing harassment as it looks like this got provided to third persons for ongoing defamatory harassment.The law in State of Illinois requires the attorney and Legal Shield to be held accountable for consumer disputes per regulatory action which they inappropriately complain about and consider "threats" and that they be restrained from conduct like the day "whoopee" they conducted if need be by the police.Their language indicates their actions are consistent with being persons who are lawfully and appropriately submitted for regulatory corrective action, defamation, and damages.The attorney should have stopped contacting me on the 23rd and has had not one contact that was not for offensive malicious purposes misleading and misgudiing victims in a time sensitive legal matter with the malicious intent of doing the victims as much damage as possible.Their letter indicates a complete illegal unlawful disregard for the time, resources, and legal services requirements of the victims they are expressly removed from doing other than respectfully cooperate with.I am also asking the law firm be required to provide a complete and full disclosure of its claims about how it claimed it determined the victims of the day disturbance damage infliction "could not benefit from its services" and why its attorney lied about doing so as well as continued to send letters and contact the victim to lie and mislead and set the victims up for another day or so.I am also asking the law firm be required to pay all legal fees for a replacement attorney at the stated rates they were engaged in through Legal Shield and that they be formally ordered to Cease and Desist unprofessional illegal prohibited defamation that sounds like an ugly drunk in a bar
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I haven't received any reimbursement from Legal shield for my membership and I had to cancel the debit card I used to purchase the memberships because the card was lostDo I need to give them my bank information
for a full refund or will they mail me a check with a full refundThank you
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/23) */
July 23,
Revdex.com
Attn: *** ***
South Dewey
Oklahoma City, OK XXXXX
RE: *** *** Complaint Case NoXXXXXXXX
Membership NoXXXXXXXXXXX
This letter is in response
to the above referenced individual's complaint
LegalShield previously received Mr***'s initial complaint through the Revdex.com on 10/ /LegalShield reviewed his complaint and responded promptlyMr*** sent a rebuttal which we also addressed, on 10/29/The current complaint just received is essentially the same correspondence that Mr*** filed in October
Mr*** is requesting payment refunded and to reinstate his membershipHe states he was not assisted with his legal matters in a professional mannerAfter receiving Mr***'s reinstatement application on 8/27/12, it was found it that legal assistance for him was not possible, and that a membership was not beneficialOn 10/15/a total refund of $for Mr***'s two months membership fees ($each) and $enrollment fee, was credited back to his credit cardMr*** continues to contact our company for assistanceThere are no additional funds for refund considerationAs in our prior response, LegalShield, per company option, elects not to reinstate his membershipWe suggest Mr*** seek other avenues for legal assistance he may needWe consider this matter to be closed
Respectfully,
*** ***
Consultant, Regulatory Compliance
Initial Consumer Rebuttal /* (3000, 7, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Legal Shield formerly pre-paid legal spoke about saving associates or consumers lives in their presentationsThey ignored the issues brought to their attention during the initial month membership
There were definitely very difficult hardships and experiences post the inactivityTherefore, I requested they refund all payments to their organization due to this inactivityNot keeping the larger of the two payments to their companyIt appears, that the multiple issues, which were brought to their attention were too much during the second stintI am not aware of their work loadBut, as a client I was ignored in the beginning and once (my) legal shield membership and issues required more attention they balked at the issues wrote a letter or twoThen became verbally aggressive over the phone towards me
Prior to dealing with this unforeseen change in mood by a single attorneyIt was the mounting legal issues, which were my main concernNever someone actions over the phone or attitude
During the initial membership I was sexually harassed by an executive via a former employer; not once did they per-paid legal ask any questions about the circumstance or situation
Honestly, all document requests made by the provider attorney were promptly acted uponBut, they again left me holding the bagUnfortunately, for me I have a very ethnic voice, which has hindered my ability to conduct business in this current climateThey kept the original payment then blacklisted me from participating in either the associate program or the legal protections offered thru their fee based serviceIt might have more to do with not having a sales representative to mediate any unsatisfactory behavior by legal shield representativesI contacted them again to see if someone within the organization understands a true perspective
I am aware that they have company options to deny membershipsI just found it strange that once my legal awareness increased they rescinded the smaller stint and didn't offer a warning or a solution to anything brought to their attention prior to the second stint
To their credit, I spoke with *** *** supervisor, tooBut, again the focus is always on addressing the legal issues, which were mounting and beyond my controlProfessionally, I am willing capable, and able to understand legal their legal adviceHowever, there requests were minimal during the second stint
Final Business Response /* (4000, 9, 2015/07/28) */
July 27,
Revdex.com
Attn: Anna Robinson
South Dewey
Oklahoma City, OK XXXXX
RE: *** *** Complaint Case NoXXXXXXXX
Membership NoXXXXXXXXXXX
This is in response to further correspondence you received regarding the above referenced complaint
To reiterate the history of Mr***'s LegalShield membership: Mr*** held a membership from 3/15/thru 7/15/Records show that Mr*** did contact the Provider Attorney regarding an employment issue and had several consultations; subsequently Mr***'s membership cancelled for non-paymentOur company did not have contact from Mr*** until receiving his emails in May He continued to correspond by email from May through April 2011, inquiring about possibly reinstating his membership and wanting information on plans currently offeredDuring per his call to Member Services on 4/21/11, Mr*** indicated he had a previous legal issue he felt had not been resolvedOur Member Service staff explained that even if he reinstated his membership, there was no guarantee that the Provider Attorney could help with his employment matter from six years earlierMr*** continued to email and to call LegalShield until August Per his call on 8/27/12, his request for reinstatement was submitted and processedMr*** contacted the Provider Attorney insisting on pursuit of his former employment matterThe result of this communication found that legal assistance would not be availableAs it was found our services would not be beneficial to him, his membership was rescinded per company option, and fees were refunded back to the date of reinstatement
Mr*** now request refund of his fees paid for his membership from through We find that LegalShield provided the services with access to his Provider Firm per his membership contract; furthermore, the Provider Attorney provided benefits according to his contractThere are no additional funds for refund considerationWe have concluded that there is nothing further we can do to assist Mr***
Respectfully,
*** ***
Consultant, Regulatory Compliance

This letter is in response to the correspondence you
received regarding the above referenced complaint.Mr*** states he has tried to
contact the Florida Provider Attorney several times to follow up on his legal
matter which included having a letter writtenHe says he has not heard back
from
the firm at all on this and is considering cancelling the membership.Mr*** *** became a member of
LegalShield effective 9/15/Upon receipt of this RevDex.com complaint we have researched the basis of his service issuesHis
membership file indicates Mr*** contacted isr Illinois Provider Finn in June
2017, regarding a legal issue in FloridaAn intake was entered for him to have
consultation with the Florida Provider FirmAfter discussion, the Firm agreed
to send a demand letter on his behalfThe letter was sent to the opposing
party on 7/20/17, as well as, a copy to Mr***The Florida Finn received an
email from Mr*** on 8/17/17, inquiring if the demand letter had gotten a
response from the opposing partyOn 8/21/17, the Provider Attorney called him
and advised that no response had been receivedWith the exception of the email
received, there is no record of any other contact to the Florida Provider by
Mr*** since the demand letter was written.After review, it has been determined
that the follcontact by the attorney was outside the hour
time frame for call backWe sincerely regret Mr***'s experience was less
than positive, and apologize for any inconvenience that was caused regarding
this legal matterWe would like to assure him that we take our
responsibilities very seriously, and take pride in making sure that our
business is conducted in accordance with the terms of our membership contracts
and with our policies and proceduresIn order to meet our expected high
quality of services, the procedures taken on this legal issue has been
addressed and discussed with the appropriate staffShould Mr*** need
further assistance on this matter regarding possible subsequent legal actions
he may consider, we would direct him to contact the Provider Finn.Should you have any further
questions regarding this matter, please feel free to contact our office

This letter is in response to the above referenced complaint. Mr*** states the services were misrepresented, and he was going to be charged for services which should be freeHe says the attorney did not complete the job as requiredHe is requesting a refund of$for membership
fees. Mr*** initially enrolled for a Legalshield (LS) membership on 3/6/After a lapse period he reinstated on 6/19/by an online applicationThe application authorized $29.95, which was $for the first month for LS membership and a $enrollment feeIt also authorized ongoing payments of $a month for the membership on his credit card. Our Provider Attorney, *** *** *** *** PLLC, provides the contract benefits for our Arizona membersUpon receipt of this Revdex.com complaint, a review of his membership file shows Mr*** had contacted the Provider Attorney and received advice regarding three different subjects after reinstating the membershipMr*** was not specific on which legal issue his complaint was regardingThe records show that in addition to consultation, on one of those legal matters the Provider Attorney had sent a letter to an opposing party on his behalfThe letter was returned as undeliverableThe Provider Firm contacted Mr*** but he did not have an updated address in order to resend the letter, he did indicate he would like to speak with the attorney againHe did not receive a follcall from the attorney, subsequently Mr*** did not contact the firmPossible additional fees for further services were not discussed with the Provider FirmThe Provider Firm has been made aware of this service complaintIt has been noted per our investigation, that the proper procedure of giving the member a call in order to close the file was not followedAdditional training on procedures has been recommended. Mr***'s cancel request has been received and processedHe has requested a refund of his membership feesIn accordance with the General Provision "S" of his membership contract, you may cancel at any time by giving notice to the CompanyThe Named Member shall be entitled to be reimbursed by the Company the unused portion of the membership fees paid for the Contract, the amount to be calculated on a pro-rata basis over the period of the ContractIn regard to Mr***'s membership, the last payment for fees was drafted on 9/19/16, which paid the membership until 10/19/Mr***'s cancel request was received on l l /3/ 16; therefore, there were no prorated fees to be considered for a refund. While we empathize with Mr*** that his legal issue was not resolved as he had expected, we do find that our Provider Attorney provided services according to the contractThe membership is now cancelled, his refund request was considered and not found to be applicableWe feel there are no further actions to be taken by our company

Initial Business Response /* (1000, 5, 2015/07/23) */
July 23,
*** ***
Revdex.com
South Dewey
Oklahoma City, OK XXXXX
RE: *** *** Case NoXXXXXXXX
This letter is in response to the above referenced individual's complaint
As Ms*** stated, she
is not a LegalShield member, which we have confirmed, as we are unable to locate *** *** in our membership database at the address referencedUpon receipt of this complaint, we have forwarded her information to our Provider Firm that services our LegalShield members in Oregon, Kivel & Howard LLPDue to confidentiality, Ms*** would need to contact Kivel & Howard LLP regarding any legal matterKivel & Howard LLP may be reached at XXX-XXX-XXXX
Thank you for your assistance in this matterShould you have any further questions, please feel free to contact our office
Respectfully
*** ***
Consultant Regulatory Compliance
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted them only to be told they are not authorized to speak to meInteresting there was no authorization needed for them to call and harass me including giving me a phone number they refuse to respond to me at and an email that is not readThere is nothing reputable about your service or the attorney you associate yourself with
Final Business Response /* (4000, 9, 2015/07/27) */
July 27,
*** ***
Revdex.com
South Dewey
Oklahoma City, OK XXXXX
RE: *** *** Case NoXXXXXXXX
This is in response to further correspondence you received regarding the above referenced complaint
As in our previous response, as Ms***' complaint was indicated to be regarding contact by an attorney with the law firm of Kivel & Howard LLP, her information was forwarded to that firmAlthough Kivel & Howard are contracted to provide services for Oregon members of LegalShield, LegalShield members are not their total client baseAs Ms*** is not a LegalShield member, our company would not have any information regarding any contact made to herAs this may be the result of a legal issue being handled by Kivel & Howard, any questions would need to be addressed to that firmMembership services by our company would not be involved in this complaint
We have concluded that there is nothing further we can do to assist Ms***
Respectfully
*** ***
Consultant Regulatory Compliance

Initial Business Response /* (1000, 6, 2015/09/21) */
September 21,
Revdex.com
Attn: *** ***
South Dewey
Oklahoma City, OK XXXXX
RE: *** *** Complaint Case NoXXXXXXXX
Membership NoXXXXXXXXXXX
This letter is
in response to the above referenced individual's complaint
Ms*** *** enrolled as a member of LegalShield (LS), September 8, 2015, by submitting an online web applicationShe received an email confirmation that her application had been received and was being processed; it also informed her that typically it takes only one business day to process, and that she would receive a 2nd email when the membership was completedUpon processing, it was found that the amount authorized for $on Ms*** application was an incorrect amount for any plans available in her state of FloridaHer application was held until further authorization was received for the correct membership planMs*** called our Membership Service to confirm her membership on 9/11/and was informed of the incorrected payment draftShe verbally authorized for the correct plan and monthly amount; the membership process was completedOn 9/13/15, LS sent Ms*** an email confirming active membership along with her Provider Attorney contact information
Ms***'s complaint states LegalShield did not follow through with processing of one business day as was representedShe is dissatisfied that her membership was not available as informed by the LS email
Per review of her membership file, an incorrect amount was authorized on Ms*** application, which held up the membership from being completely processedWith most web applications, processing is completed in one business day from receiptUnfortunately, the plan selected for $on Ms*** application, was not available in the state of FloridaUpon receiving her authorization, processing was resumed for the available plan of $a month
We apologize if there was any confusion with any website information regarding membership plan or payment proceduresWe assure Ms*** that we take our responsibilities very seriously, and take pride in making sure that our business is conducted efficiently and accuratelyOur Membership Service Professionals can be reached by our toll-free number, or by email, from Monday - Friday, 7-CSTShould you have any further questions regarding this matter, please feel free to contact our office
Respectfully,
*** ***
Consultant, Regulatory Compliance
Initial Consumer Rebuttal /* (3000, 8, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business is responsible to adhere and comply with the policy setThe payment for enrollment was accepted and processedNow we need the business to follow through with all related inquiries and services as need or require to all customersA week is to lengthy to review or take action on any customer's requestThank you!
Final Business Response /* (4000, 10, 2015/09/22) */
September 22,
Revdex.com
Attn: *** ***
South Dewey
Oklahoma City, OK XXXXX
RE: *** *** Complaint Case NoXXXXXXXX
Membership NoXXXXXXXXXXX
This is in response to further correspondence you received regarding the above referenced complaint
One of our company goals is to make the enrollment process for membership as easy and timely as possible for the applicantUpon submitting a web application, procedures check various areas of information to assure the proper plan, fees, and residence address all co-ordinate for a correctly processed membership
The plan and fee selected for Ms*** listed address was not availableAs Ms*** information was not able to be verified until the phone call on 9/11/when it was confirmed with her the appropriate plan and costThe application subsequently was completed as a membership on 9/13/15; the LegalShield email with her membership number, Provider Attorney name, and phones and business hours was sent to Ms*** on 9/13/
We again apologize to Ms*** for any inconvenience by the delay regarding her membership enrollment and want to assure our company continuously strives to streamline the technical procedures necessary to process all types of submitted information, including web applications
Should Ms*** have any questions regarding her membership, our Membership Service would be happy to assistAs there are no further actions to be taken on this complaint, we consider this file as closed
Respectfully,
*** ***
Consultant, Regulatory Compliance

This letter is in response to the above referenced
individual's complaint.On 11/8/we received an on-line web
application for Mr*** ***The application was for a Personal Legal Plan + HBS, and IdentityShield membership
Mr*** also enrolled as an independent association in order to
sell our
productsThe membership application authorized a draft in the amount of
$$from his credit card to pay for the first month's LegalShield
membership for $(LS),$for IdentityShield, and
included a non-refundable $enrollment feeThe associate agreement
authorized $for that enrollment.We received Mr***'s emailed cancel
request on 11/15/17, and the LS and IDShield membership have been terminatedA
refund of $$was issued to his credit card on 12/4/As stated on the
enrollment application and in the membership contract, the $10.00enrollment fee is for processing and non-refundablePer our contract General Provision Q, upon
written request, the Member shall be entitled to be reimbursed the unused portion of the membership fees paid for this
Contract, the amount to be calculated on a pro-rata basis over the period of
the ContractAny enrollment fees are considered earned when paid and will not
be refunded should this Contract be cancelledThe $99.oo fee for the associate
agreement is also being refunded back to his credit card as well, and should be
reflected on his next credit card statement.We regret that Mr*** has decided
not to utilize LS services at this time and hope he may reconsider the value of
having a membership in the futureWe feel this resolves this complaint and are
closing our fileShould you have any further questions regarding this matter,
please feel free to contract our office

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I only got half of my refund

Initial Business Response /* (1000, 5, 2015/12/07) */
December 7,
Revdex.com
Attn: *** ***
South Dewey
Oklahoma City, OK XXXXX
RE: *** *** Complaint Case NoXXXXXXXX
Membership NoXXXXXXXXXXX
This letter is in response to the above referenced
complaint
Ms***'s complaint is that she didn't receive legal assistance for her matterShe states she called the Provider Attorney for help with an out of state property titleShe says she was only told to check with the state bar to get an attorneyShe also says she called to cancel but that LegalShield drafted her account after the callMs*** is requesting the fee drafted and the overdraft charge be refunded
Ms*** *** reinstated her LegalShield (LS) membership on 3/30/Her application authorized a credit card charge of $29.95, which was $for the LS membership and included a $enrollment feeMonthly drafts were authorized to be drafted for the LS fee on the 28th of each month
Per review of her file, Ms*** called her Provider Attorney on 4/14/and was provided a consultation regarding her legal issueIt was explained that this matter would have benefits at a 25% discounted rateAs the matter required an attorney in Arizona, her Ohio Provider Attorney offered to refer her to an appropriate LS attorney in ArizonaMs*** declined being referred and stated she might call back at a future timeRecords show Ms*** did not contact the Provider Attorney after the consultThere was no indication that she was unhappy with the attorney or services
On 11/17/15, Ms*** called our Member Services wanting to cancel the membershipThe Member Services Professional reminded her that she could have her last will completed and offered to send her the will questionnaire needed to startWhen Ms*** agreed to having her will done, she was told that her membership would remain active while she completed it, and was informed of the next draft date on 11/for the membership fee
On 12/1/Ms*** called our offices again wanting to cancel her membershipShe acknowledged she had received the will questionnaire but was upset that the LS fee had been drafted on the 28thIn regard to this call, a 30-day hold was placed as a courtesy on her membership files to stop the draft from her credit card for the December 28th draft for the LS paymentMs*** was informed we require written request to be received to complete cancellation and to be reviewed for a refundIn accordance with the General Provision "T" of her membership contract, you may cancel at any time by giving written notice to the Company, and entitled to be reimbursed the unused portion of the membership fees, calculated on a pro-rata basis over the period of the ContractOur procedure is to transfer a member who wishes to cancel to a special IVR line that explains the process to them as follows:
*** ***
December 7,
Page
Your membership contract requires a written request to cancelWe have placed a temporary day hold on your account and will be sending a cancellation waiver to be completed and returned to our officesIf we do not receive your request within days, the hold will be removed and your payments will resumePLEASE NOTE: it is your responsibility to verify receipt of your request to our officesInstructions for the verification process are explained on our waiverShould you fail to confirm delivery of your request to our offices, LegalShield will not be responsible if further deductions are taken from your account
To repeat the cancellation instructions press To select a delivery method for your cancellation waiver, press For information on sending your own written request to cancel, press To hear these options again, press
Ms*** selected to receive the cancellation waiver by email, which was sent that dayLegalShield received her completed cancel form by email on 12/6/and LS replied with a confirmation of receipt
We want Ms*** to know that we take our responsibilities very seriously, and take pride in making sure that our business is conducted in accordance with the terms of our membership contracts and with our policies and proceduresPer the review of her files, our billing and cancellation procedures were correctly followed for this membershipMs*** was informed the membership would remain active while she proceeded with having the Provider Attorney draft her willThe draft on 11/28/was authorized, therefore, any insufficient fund charge would be Ms***'s responsibility and not considered with a refundProper procedures were also followed by the Provider Attorney and appropriate services offeredOur LS office, nor the Provider Firm, was aware Ms*** had any service problem until she called to cancel and filed the Better Business complaintHer cancellation request and her request for a refund has been received and is in processShould you have any further questions, please feel free to contract our office
Respectfully,
*** ***
Consultant, Regulatory Compliance
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not offered a referral by the provider firm when I initially contacted themI was advised that I would need an attorney form AZWhen I asked how I would go about finding one it was suggested that I check with th ABA in AZIn the telephone call on 11/I made it very clear that I wanted to cancel because their service was of no use to meI was asked if I would still like to make use of the free service to have a will prepared and I consented to that onlyI reiterated I wanted the account cancelledAt no time was I advised that I needed to send something in writin, referred to any cancellation dept etc
that wasn't even brought up until my second phone call and
then they advised me they were going to send forms for refund
and then didn'tIt is quite apparent that any calls to this company are not being answered in a forthright mannerIn the second phone call they were trying to play it off as a miscommunication which I responded to in no uncertain termsThen and only then was I forwarded to a "cancellation department." I was never advised that the account would remain active while the Provider Attorney drafted a willI had no reason to trust themSince I was just getting stonewalled regarding cancelling the account I just told them to send it and get on with cancelling the accountI should also note that I've also filed a complaint with the Federal Trade Commission, Bureau of Consumer Protection ProtectionIf the company was actually honest and up front, instead of stonewalling when someone wants to cancel just tell them up front instead of trying to string them alongIn addition, I was told that they would send send me forms for a refund and would I like them mailed or e-mailedI adivsed via e-mailed which again they lied aboutI don't believe there are any forms nor did they ever intend to send me anythingJust another misstatement in order for me to shut up and go awayI think this organization is questionable at best
Final Business Response /* (4000, 9, 2015/12/14) */
December 14,
Revdex.com
Attn: *** ***
South Dewey
Oklahoma City, OK XXXXX
RE: *** *** Complaint Case NoXXXXXXXX
Membership NoXXXXXXXXXXX
This is in response to further correspondence you received regarding the above referenced complaint
Ms*** disputes that she was unaware that there was to be a draft for the membership fee on 11/28/15, and that draft caused overdraft chargesShe emphasizes she did not know she needed to send a written request to cancel until she was told that info until her second callShe states she was told she would be sent a refund form, and is still awaiting it
Authorization for membership fees must be revoked in writing; this information is specified on each paper application, online application, and announced verbally on phone calls in to change or stop paymentsAll our calls are recorded for quality assuranceUpon review of Ms***'s call on 11/17/15, it is found that the Member Services Professional offered to send her the will questionnaire to have her will done before cancellingMs*** agreed to having her will done, the will information was sent, she was then told that her membership would remain active and informed of the next draft date on 11/28/
On 12/1/Ms*** made a second call to our offices regarding canceling her membershipProcedures were followed by placing a courtesy 30-day hold on the draft info, and sending an emailed cancel waiverA specific form is not necessary for either cancellation or to request a refundThe only requirement being a signed statement from the member that is mailed, faxed, or emailedMs*** acknowledged she did receive the will correspondence, but was upset that the 11/fee had been draftedWhen LegalShield received her completed form back by email, Ms*** was emailed our confirmation that her cancel request had been received and her refund request was being reviewed
After continued review of all available information regarding Ms***'s membership, our company procedures and contract guidelines have been correctly followedWe do apologize for any misunderstanding of any of our billing or cancellation proceduresMs***'s membership is canceled and the request forwarded to the appropriate department for a prorated refundThe process can take up to days, and any refund will be credited back to the credit card on fileUpon completion of the refund process, we consider this complaint to be closed
Respectfully,
*** ***
Consultant, Regulatory Compliance

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

This letter is in response to the above referenced
individual's complaint.Mr*** ***
enrolled for a Legal Plan (LS) membership (tka Pre-Paid Legal Services Inc.) on
5/4/The monthly membership fee of $was authorized as an auto draft
for the 4th of each month.Mr***'s
complaint states he
cancelled by phone in January and was not told he had to do anything more to
have the membership cancelledHe says he continued to be billed and when he
called in April, he found his membership was still activeHe is requesting all
fees be refunded since January.Upon receipt of this
Revdex.com complaint, we have researched all information in this
fileAll calls are recorded for quality assurance, and the files are logged
for activities on the membershipPer review of Mr***'s call to LS Member
Services on 1/3/17, he wanted to cancel his membershipThe Member Service
Professional (MSP) made attempts to save the membership but Mr***
declined. The MSP informed Mr*** she
was placing a temporary 30-day hold to keep the draft scheduled for 1/4/to
be heldShe states we require his written cancellation to be sent, and offers
options to send by email, mail, or faxMr*** chooses email and he is
given our email address to his requestMr*** reads our email address back
to the MSP, who confirmed he had it correctHe says he will send his cancel to
that addressThe MSP states we just need his membership number on the
email requesting to cancel and nothing else needed. She repeats that the 30-day hold on his
payment info will keep his January draft from being billed, that as long as we
get his cancel request within days, he should not get another payment
drafted.Per our contract General Provision M,
the member may cancel at any time by giving written notice to the CompanyThe
Member shall be entitled to be reimbursed the unused portion of the membership
fees paid for this Contract, the amount to be calculated on a pro-rata basis
over the period of the ContractLegalShield did not receive Mr***'s
written cancel request, and after days, the draft was reactivatedOn
2/6/17, 3/6/17, and 4/7/drafts for $were taken for the monthly
membership fee.The next contact by Mr
*** was a call on 4/7/He was upset that he found he had been billed
although he cancelled in JanuaryThe call escalated and was transferred to a
supervisorMr*** argued that he did not need to provide a written cancel
request and that his previous phone call cancelled the membershipMr*** was told the call would be
reviewed for any incorrect infonnation or procedures
he was givenIt was explained written cancel is required, the supervisor
offered to send an email to him, whereas, he could just respond to that email
to have the membership canceled and refunded for the draft just takenMr***
asked about having the total of$drafted since January refundedThe
supervisor relayed he would need to request for management to review on his
cancel statement.We received Mr***'s email to
cancel and for a refund on 4/7/LS sent an email that confinned receipt on
4/10/The request was processed, the membership was cancelled, and the draft
taken on 4/6/for $was refunded.We want Mr*** to know that we
take our responsibilities very seriously, and take pride in making sure that
our business is conducted in accordance with the tenns of our membership
contracts and with our policies and proceduresThe cancellation request was
processed and this membership is tenninatedAs Mr*** did not submit his
cancellation until the draft for April's payment was taken, the refund of$ tfor that draft is appropriate
Although we find our billing and cancellation procedures were correctly
followed, after consideration as a measure for good member relations, we are
refunding for an additional month of $16.00, being issued by checkShould you
have any further questions regarding this matter, please feel free to contact
our office

This letter is in response to the above referenced complaint. Ms***'s complaint states that she expected legal help but the attorney would not assist herShe cancelled her LegalShield (LS) membership, but is still waiting on her refundShe is requesting all fees paid
for $45.95. MsFaye *** became a Legal Shield (LS) member on 10/28/16, with a web application which authorized $on her credit card, which is $for the first month membership fee, and a $10,enrollment feeContinuing monthly drafts of $were set for the 28th of each month. Ms***'s file shows she contacted her Provider Attorney regarding a legal matter concerning foreclosureShe requested the attorney to write a letter on her behalf to resolve the issue, and was disappointed when the attorney informed her that a letter would not be appropriateShe was encouraged by the LS sales associate that had helped enroll her to contact the Provider Firm and request another attorneyShe did this and was assigned back to the first attorney she had spoken toThe attorney explained that a letter would not stop a foreclosure and offered services at a discount if Ms*** decided to be represented for continued assistance in the foreclosure case. Our Membership Services was called by Ms*** on 11/28/16, stating she wanted to cancel her membershipIn regard to the call, Ms*** was informed we require a written cancel requestHer draft scheduled for payment on that same day, had already transmittedIn accordance with the General Provision "Q" of her membership contract, you may cancel at any time by giving notice to the CompanyUpon written request the Named Member shall be entitled to be reimbursed by the Company the unused portion of the membership fees paid for the Contract, the amount to be calculated on a pro-rata basis over the period of the ContractAny enrollment fees are considered earned when paid and will not be refunded should this Contract be cancelled by the memberOur company received Ms***'s emailed cancel on I 1/28/16, which was posted to her membershipHer refund request was sent for review. Ms*** called our company on 12/15/and confirmed her cancellation had been receivedWhen she asked about receiving a refund, she was informed that the request would take time to process. We want Ms*** to know that we take our responsibilities very seriously, and take pride in making sure that our business is conducted in accordance with the terms of our membership contracts and with our policies and proceduresWhile we sympathize with Ms*** that her legal issue could not be resolved as she had expected, we do find that our Provider Attorney provided services according to the contractOur billing and cancellation procedures were also correctly followed for her membershipLega1Shield posted her cancellation and a prorated refund of $for the draft last taken, has now been issued to her credit cardThis credit should be reflected on her next credit card statement. Should you have any further questions, please feel free to contract our office

response in attached file **note, duplicate complaint # ***

Mr*** *** became a member of Lega1Shield (LS) tka Pre-Paid Legal Services Inc., on February Monthly membership fees were authorized to be drafted on the th of each month for $25.00. Mr***'s complaint is that our cancellation procedures are difficult and that it is
unreasonable to have to send in a letter or to go online to discontinue the serviceHe states he attempted He is frustrated that he may have to stop payment at his bank in order to cancel. Mr*** called our Member Services on 2/13/to cancelIn regard to the call, a 30-day hold was placed as a courtesy on the membership file to stop the next draft scheduled on 3//for paymentHe was informed that a written request is required to complete cancellationIn accordance with the General Provision "N" of the membership contract, you may cancel at any time by giving written notice to the CompanyThe Member Service Professional offered contact information to send his cancellation request, which Mr***s declinedOur procedure is to transfer a member who wishes to cancel to a special IVR line that explains the process to them as follows: In order to process your cancelation, we need written noticePlease include your membership number and the word cancel in your correspondenceIt is your responsibility to verify we have received your written requestYou may check the status of your membership through our automated attendant by calling ###-###-####Please allow mail and processing timeTo send to send your cancellation by email, say or press To send your cancellation by fax, say or press To send your cancellation by mail, say or press To repeat this message, say or press 4. As of receipt of this Revdex.com complaint, we had not received a written cancellation from Mr***; therefore, we have cancelled this membership per this complaint as a written requestThere is no refund being considered of any membership fees. We want Mr*** to know that we take our responsibilities very seriously, and take pride in making sure that our business is conducted in accordance with the terms of our membership contracts and with our policies and proceduresPer review of this membership, our cancellation procedures were correctly followed for his membershipWe do appreciate any suggestions as to help make our procedures more efficient and more convenient for our members, and will share this information to the proper department. As Mr***'s membership is now cancelled, we consider this file closedShould you have any further questions regarding this matter, please feel free to contact our office