LegalShield

Complaint: ***
I am rejecting this response because:First off quit your lieing. I will never send anyone my personal information by mail to a thief like you. Second I did answer the question correcltly you are just trying to rip me off. so you lost my business for being an ignorant business
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/10) */
June 10, 2015
Revdex.com
Attn: [redacted]
17 South Dewey
Oklahoma City, OK 73102

RE: [redacted] Complaint Case No. XXXXXXXX
Membership No. XXXXXXXXXXX
This letter is in response to the above referenced...

complaint.
Mr. [redacted]'s complaint is that he was recently asked to agree to terms and conditions that were not the same as when he enrolled for the Identity Theft Shield plan. He does not agree with the clause in the terms regarding waiving rights to a jury trial for disputes, and that monitoring of his information should not be discontinued because he does not agree. He states he did not feel as a valued customer and that having to agree to these new terms is a way to hide and excuse poor business. Mr. [redacted] is requesting all fees be refunded because he wasn't made aware of the terms until just recently.
Mr. [redacted] first became a member with Identity Theft Shield (IDT) on 4/16/15. His online application was processed with his authorized credit card account for $39.95, which was for the first month membership fee of $29.95 and included a $10.00 enrollment fee. The membership is drafted from the credit card for monthly payments on the 16th of the month.
The Identity Theft Shield website, idshield.com, provides the terms and conditions of LegalShield. After his membership was processed, Mr. [redacted] set up an online account on myidshield.com to begin the monitoring of his personal information. In order to authorize access needed for monitoring, when creating this account, the member would have agreed to the terms and conditions for Kroll. When Mr. [redacted] created the account 4/16/15, Kroll's terms and conditions contained the same clause regarding waiver to jury trial for disputes regarding the monitor service agreement. When Mr. [redacted] received a Kroll alert notice, and logged in to view the alert, there was a reminder of terms and conditions which required member agreement to proceed. As Kroll provides the monitoring, their company policies are independent from LegalShield ; Kroll's specific terms and conditions apply only to Kroll.
We feel the IDT plan provides invaluable service to our members. It efficiently notifies the member of changes which may indicate a possible breach of their personal information, as well as provides critical assistance should a breach occur. After less than 2 months of monitoring, Mr. [redacted] has already experienced an alert notice, which
gave immediate opportunity to take action to halt subsequent potential damages to his identity.
Our Member Service explained to Mr. [redacted] that although does not agree with the Kroll policies for continuing his monitoring service, he might consider maintaining the membership for the restoration assistance. Mr. [redacted] has elected to submit his request to cancel his membership. Refunds are on a pro rata basis of the unused service at the time of written cancelation. As he has had on-going monitoring which resulted in an alert, services have been provided. After review, there is no refund due. We hope that Mr. [redacted] will review the services have already been provided, and may reconsider the benefits of the plan. Should you have any further questions regarding this matter, please feel free to contact our office.

Respectfully,
[redacted]
Consultant, Regulatory Compliance
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry but I have not been provided with any terms and conditions signed or agreed to by myself. I have asked for proof of this fact and I will be glad to withdrawal my complaint and completely agree with the above description. The fact that this company says that this is a condition of signing in to the online portal but can not or will not provide the exact terms and conditions that I agreed too is a little strange. I don't believe I agreed to this term on the original sign up. It is also strange that I was asked to agree to a new set of terms and conditions just 2 months into my monitoring. Again I agree to withdrawal this complaint if I did mistakenly agree to those exact terms and conditions at the original sign up and will be satisfied if this company can prove that. I don't believe any one should ask a client to sign away their right to a trail. This is not standard practice at all.
[redacted]
Final Business Response /* (4000, 9, 2015/06/24) */
June 24, 2015
Revdex.com
Attn: [redacted]
17 South Dewey
Oklahoma City, OK 73102

RE: [redacted] Complaint Case No. XXXXXXXX
Membership No. XXXXXXXXXXX
This is in response to further correspondence you received regarding the above referenced complaint.
Mr. [redacted] requests proof of Kroll's Terms and Conditions that he would have had to accept in order to active his credit monitoring. Upon completing and submitting a web application for an IDT membership, the applicant is sent a confirmation email by our company which provides an assigned membership number and information for activating their credit monitoring. The email also provides a link to the IDT website to in order to create their personal account. The site requires basic information: name, address, phone number, email address, and social security number. In order to submit this information and create the account, Kroll's terms and conditions screen appears, and the member must click to agree to proceed. After creation of this personal account , the member can view any alerts regarding the membership information, helpful tips and FAQ's; it also provides steps to obtain a copy of their credit report which may also be viewed online, as well as, a contact number to speak to a licensed investigator. In May 2015, the IDT website for creating an account was updated from "idtplan.legalsheild.com" to "myidtshield.com". The first time an IDT member logged into their account after the May 18, 2015 update, they were redirected to the updated site, the Kroll Terms and Conditions were again displayed and required to be accepted. I am mailing a complete copy of Kroll's Terms and Conditions to Mr. [redacted], which is current, as reflected by the "effective date January 16, 2015". Due to the data limit for this complaint response, only the pertinent portions relative to this Mr. [redacted]'s complaint are referenced below:
Terms & Conditions
Please login to access your account SIGN IN
1. Your Use of the Web Portal, Services, and Products
By enrolling, accessing, and/or using the products and/or services ("Services") offered by Kroll Information Assurance, Inc. ("Kroll," "we," "you," "our," or "us") and this web portal (the "Portal") you represent that you are over eighteen (18) years of age, and acknowledge that you have read, understood, and agreed to the terms herein ("Agreement"), and will follow all applicable laws and regulations.
9. Applicable Law and Jurisdiction; Jury Waiver; Class Action Waiver
A. This Agreement shall be governed, interpreted, and enforced according to the laws of the State of Tennessee, regardless of Tennessee conflict of laws.
B. You irrevocably and unconditionally consent and submit to the exclusive jurisdiction of the federal and state courts located in Davidson County, Tennessee for any dispute or litigation arising out of, relating to, or the use or purchase of Services from Kroll via this Portal.
C. Jury Waiver.
i. You and Kroll agree that, to the fullest extent permitted by law, you and Kroll knowingly, voluntarily, and intentionally waive the right to a trial by jury in any action or other legal proceeding arising out of or relating to the Agreement, the Portal or the Services. The foregoing waiver applies to any action or legal proceeding, whether sounding in contract, tort or otherwise. You also agree not to include any employee of Kroll as a party in any such action or proceeding.
D. Class Action Waiver. You and Kroll knowingly, voluntarily, and intentionally agree that each may bring claims against the other only in your or its individual capacity, and not as a plaintiff or class member in any purported class or representative proceeding.
12. Miscellaneous
A. No waiver of any breach of any provision of this Agreement or of any agreement with us will constitute a waiver of any prior, concurrent, or subsequent breach of the same or other provisions. All waivers must be in writing. If any court of competent jurisdiction finds any part or provision of this Agreement or of any other agreement between you and us to be invalid or unenforceable, such findings will have no effect on any other part or provision of this Agreement or any other agreement between you and us.
B. We are not responsible for delay or failure to perform due to causes beyond our reasonable control.
C.This Agreement constitutes the whole legal agreement between you and us and govern your use of the Services (but excluding any services which we may provide to you under a separate written agreement), and completely replaces any prior agreements between you and us in relation to the Services. Kroll may update this Agreement or any related policy (such as the Privacy Policy) from time to time by posting revisions on the Portal.
D. Except as otherwise provided, we may send any notices to you to the most recent e-mail address you have provided to us or, if you have not provided an e-mail address, to any e-mail or postal address that we reasonably believe is your address. If you wish to update your registration information, please log in to your account and update your information.
E. When you provide us with comments, suggestions, or ideas (collectively, "Feedback"), such Feedback is not considered confidential and becomes the property of Kroll. We are not obligated to you for any reason if you provide such Feedback. We are free to use, copy, or distribute the Feedback to others for any purpose.
F. We are not a credit repair organization or similarly regulated organization under other applicable laws, and do not provide credit repair advice.
G.Our credit monitoring offerings monitor only the credit file associated with the purchasing consumer, and do not monitor, compare or cross-reference the credit file associated with the purchasing consumer to any other credit file(s) maintained by the applicable credit bureau(s).
Effective Date: January 16, 2015
Copyright (c) 2015 KROLL
Kroll provides the portals for access to monitor various areas for information, and does require the member's agreement for use of this service.
Again, although we regret Mr. [redacted]'s decision not to continue his IDT membership, we do feel the IDT plan is a vital service which will only increase in importance as technology provides more and more access to every individual's personal information. As we have received Mr. [redacted]'s cancel request and his IDT membership has been discontinued, this matter now considered closed.
Respectfully,
[redacted]
Consultant, Regulatory Compliance

This is in response to further correspondence you received
regarding the above referenced complaint.The response our office received by
Ms. [redacted]'s son, [redacted], states the Provider Attorney still spelled
names incorrectly after he called and instructed on corrected spelling. He is
demanding the documents be revised and sent.Timeline of legal
services of the estate planning documents is as follows; 9/5/17, the Provider Attorney received the [redacted]
questionnaire worksheet, on 9/8/17, the Provider spoke with Ms. [redacted] and son, [redacted]
[redacted] and confinned spelling of names. Completed [redacted] sent out to Ms. [redacted]
on 9/11/1 7. LegalShield received a faxed
cancellation request on 9/15/17. The membership was cancelled without the
Provider Attorney being contacted regarding any error. On 9/26/17, eleven days
after cancelling the membership, Ms. [redacted] and Mr. [redacted] called our Member
Services with the complaint that names were misspelled on [redacted] documents. When
they requested a refund of the membership fee, they were infonned it would be
reviewed by management and could take up to I 5 days.Thorough research shows that the
Provider Attorney was not notified of any corrections needed on the [redacted]
documents sent out until well after the membership was cancelled. Although we
do apologize for any miscommunication or inconvenience in the handling of this
matter, no further services can be provided on an inactive membership. After
reconsideration, in pursuit of good customer relations, we have issued a refund
for the month's membership fee of $26.00 back to the credit card on file. This
credit should reflect on the next credit card statement.This is to confirm that the
membership is cancelled, a refund has been issued, and we now consider this
file closed.

Complaint: [redacted]
I am rejecting this response because:LEGAL SHIELD IS TWISTING MY WORDS AROUND.  I DID NOT SAY THAT I DID NOT THINK IT WAS NECESSARY TO RETAIN AN ATTORNEY.  I DON'T UNDERSTAND WHAT THEY MEANT BY I DID NOT AGREE THAT A...

LETTER WAS NOT APPROPRIATE.  I FELT THEY DID NOT ASSIST ME IN THE WAY THEY SHOULD HAVE.  FOR MY LEGAL ISSUE OF CHILD CUSTODY I WAS GOING THROUGH MEDIATION.  I FELT THAT THE ATTORNEY COULD HAVE, AND SHOULD HAVE WROTE ME A LETTER ON MY BEHALF, AND/OR DID A PHONE CALL ON MY BEHALF TO MY CHILDREN'S ATTORNEY.  THAT WHAT MY UNDERSTANDING WAS THAT LEGAL SHIELD WAS TO DO.  I DIDN'T RECEIVE THAT.  IT WAS MY UNDERSTANDING THAT LEGAL SHIELD ASSISTED ANY LEGAL ISSUE INSIDE OR OUTSIDE OF COURT.  IT WAS MY UNDERSTANDING THAT THEY ASSIST WITH ANY LEGAL ISSUE WITHOUT YOU HAVING TO GO TO COURT.  I FELT MISLED BY LEGAL SHIELD, AND THEY WERE WRONG.  I WON'T BE COMING TO THEM FOR ANYMORE ASSISTANCE.  THEY DON'T DO THEIR JOB, AND THEY DON'T DO A GOOD JOB.  THEY ARE NOT A CUSTOMER SERVICE COMPANY.  I HAD ANOTHER LEGAL ISSUE WITH AMERICORPS THAT I FELT THEY SHOULD HAVE ASSISTED ME WITH.  THIS COMPANY HAD ME DO ORIENTATION OUT IN ELYRIA FOR 2 DAYS.  I WENT FOR A DRUG TEST, AND BACKGROUND CHECK.  I HAD ISSUES IN PERFORMING THE DRUG TEST, AND SO I QUIT.  THEN THE COMPANY DID NOT WANT TO PAY ME FOR MY 2 DAYS OF ORIENTATION.  I FELT LEGAL SHIELD SHOULD HAVE, AND COULD HAVE ASSISTED WITH THAT, BUT IT WAS THE OPPOSITE.  THEIR ATTORNEYS ARE UNCARING, INCONSIDERATE, AND DON'T LISTEN.  HASN'T ANYONE HEARD OF THE SAYING THE CUSTOMER IS ALWAYS RIGHT?  NOT LEGAL SHIELD!  I"M GOING TO PASS THE WORD AROUND JUST HOW MUCH OF A SO CALLED COMPANY LEGAL SHIELD IS.  THIS COMPANY NEEDS TO BE SHUT DOWN!  THEY ARE NO GOOD!  PLEASE MARK THIS COMPANY AS A BAD COMPANY IN YOUR RECORDS.THANKYOU!
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/07) */
October 7, 2015
Revdex.com
Attn: [redacted]
17 South Dewey
Oklahoma City, OK XXXXX

RE: [redacted] Complaint Case No. XXXXXXXX
Membership No. XXXXXXXXXXX

This letter is in...

response to the above referenced individual's complaint.
Ms. [redacted] originally enrolled as a member of LegalShield (LS), June 1, 2013, by submitting an online web application. Ms. [redacted] authorized for LegalShield to draft $27.00 from her credit card for the first month's $17.00 membership fee and a non-refundable enrollment fee of $10.00. On June 6, 2013, Ms. [redacted] sent in a written request to cancel with a refund request. LegalShield canceled her membership per her request on June 7, 2013 and she was refunded the $17.00 membership fee.

Ms. [redacted] recently submitted an on-line application to reinstate her LS membership on September 28, 2015. She authorized for a total of $27.95 to be drafted; her first month for $17.95 monthly membership fee and a nonrefundable $10.00 enrollment fee. When LegalShield attempted the $27.95 charge to process her application, the payment on the credit card was declined. Later that same day, Ms. [redacted] emailed LegalShield that she was no longer interested in the services, and her credit card was not attempted again.
Ms. [redacted]'s complaint states that she called within 24 hours to cancel and requested full refund. She further stated LegalShield only gave her back a partial refund and did not refund the enrollment fee. She is requesting a refund of $27.95.
Per review of her membership file, our records shows that Ms. [redacted] was appropriately refunded $17.00 for the membership fee the first time she enrolled and canceled 6/6/13. The $10.00 enrollment fee is nonrefundable, as stated on the web application. With the most recent application, LegalShield did attempt to draft $27.95, however, that payment was declined. LegalShield did not receive any payment regarding her enrollment, the membership was not completed; therefore, there are no fees to consider for a refund.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
[redacted]
Consultant, Regulatory Compliance

Initial Business Response /* (1000, 5, 2015/08/12) */
August 12, 2015
Revdex.com
Attn: [redacted]
17 South Dewey
Oklahoma City, OK XXXXX

RE: [redacted] Complaint Case No. XXXXXXXX
Membership No. XXXXXXXXXXX IDT No. XXXXXXXXXXX
This letter is in response to the...

above referenced individual's complaint.
Mrs. [redacted] became a member with LegalShield (LS) 1/1/15. She was enrolled through her employer, with her LS membership fees of $18.95 a month, and Identity Theft membership fees of $9.95 a month, being taken out as a payroll deduction.
Mrs. [redacted] states she has received incorrect advice and poor attorney service regarding her adoption issue. She says the Provider Attorney told her they weren't experienced with that subject, and could not assist her. She had to hire her own attorney and is wanting a refund of $5000, which she says is less than half of the attorney fees so far. Mrs. [redacted] also wants a refund of all her membership fees paid.

Our Provider Attorney, Wagner, Falconer & Judd, LTD, provides the contract benefits for our South Dakota members. The first call by Mrs. [redacted] to our LS Member Services was on 7/21/15, when she had questions regarding her benefits. A formal complaint was entered when she indicated she had not been assisted by the Provider Attorney. We have a very efficient attorney complaint resolution system, in which LegalShield investigates all complaints filed by members against Provider Law Firms and Provider Attorneys. Determinations for resolving these complaints are made based on the provisions of the membership contract.
LS has investigated the Provider Attorney inquiry regarding the matter of Mrs. [redacted]'s complaint to your office. Per review of her membership files, Mrs. [redacted] contacted the Provider Firm 6/30/15, for assistance with an out of state adoption. Our membership contract provides services for an uncontested adoption where all parties have agreed in writing to the adoption, all required consents are obtained and the adoption is not contested or challenged. Upon discussion with the Provider Attorney over the basics of the adoption, Mrs. [redacted] indicated there was uncertainty of consent by a potential party. As the adoption was out of state, laws from both states would affect requirements. In order to determine if Mrs. [redacted] was eligible for this specific benefit, the Provider Attorney requested her to obtain additional information regarding the other party in question. Records show that Mrs. [redacted] did not communicate with the Provider Attorney after this consultation. Per the complaint filed through our Member Service, Mrs. [redacted] stated when she had not heard from the Provider, she hired an attorney outside of LegalShield. Only after incurring her legal fees from the attorney did she contact our company after the initial intake. In response to the in-office complaint, the Provider Attorney has spoken to Mrs. [redacted] regarding legal assistance. Ultimately, she chose to continue with the attorney she hired.
We apologize to Mrs. [redacted] for any misunderstanding regarding the legal services available under her plan. Based upon our review of her issue, it appears that she was provided guidance and information from the Provider Attorney. Mrs. [redacted] did not provide necessary information needed for the uncontested adoption benefits to apply. As our contract does not provide for services rendered by attorneys outside of the LegalShield network, reimbursement for those services will not be made.
Our company received Mrs. [redacted]'s cancellation request to cancel her membership. That information has been forwarded to her employer in order for them to stop her payroll deductions. Her membership is being cancelled and reviewed for possible pro-rated refund. In accordance with her contract (General Provisions, "R"), 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 Contract.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
[redacted]
Consultant, Regulatory Compliance
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no further information required. IF the provider attorney knew the law, they would have known that in the birthmoms state, it is not required to notify potential birth fathers. Even though I did give the names of potential fathers to the attorney. Therefore this is an uncontested adoption. The contract with my current attorney shows the $6700 I paid is for an uncontested adoption. The $5000 I paid for the adopting state attorney also shows it is for an uncontested adoption. I was told that provider firm doesn't have experience in adoptions. Therefore I went elsewhere, as there was a risk of preterm labor and we had to move fast with homestudy and legal documents.
Final Business Response /* (4000, 10, 2015/08/24) */
August 24, 2015
Revdex.com
Attn: [redacted]
17 South Dewey
Oklahoma City, OK XXXXX

RE: [redacted] Complaint Case No. XXXXXXXX
Membership No. XXXXXXXXXXX IDT No. XXXXXXXXXXX
This is in response to further correspondence you received regarding the above referenced complaint.
After a thorough review of this complaint, Ms. [redacted] did not provide sufficient information for the Provider Attorney to verify eligibility of uncontested adoption benefits for her legal situation, rather she sought outside legal counsel. Futhermore, there was no indication of having any service issues by Ms. Orien with the Provider Attorney made through our office until after she had retained outside legal representation.
We have concluded that LegalShield has fullfilled the membership contract by providing access to her Provider Firm for legal benefits. LegalShield has an agreement with our Provider Attorney Firms to provide legal service according to benefits under the membership contract. We do not provide legal advice, that being a service of an attorney. Per our contract, General Provision P, the Provider Attorney reserves the right to make independent professional judgments and decisions on any matter. Our Company will in no way influence or attempt to affect the rendering of professional services of the Provider Attorney, that prerogative being reserved by the Provider Attorney. As Ms. [redacted] has concerns about the Provider Attorney's knowledge of adoption law, that is a matter she would have to pursue through other sources, as we do not provide those benefits through our offices. As there is nothing further we can do to assist Ms. [redacted], we consider this complaint to be closed with our office.

Respectfully,
[redacted]
Consultant, Regulatory Compliance

Complaint: [redacted]
I am rejecting this response because: I can open the attached but nothing is enclosed.  No monies has been refunded to my card. I withdrew my consent in 2015 for the credit card not be be used as of the date of cancellation. I also sent a fax requesting cancellation. 
Sincerely,
[redacted]

Mr. [redacted] enrolled on 12/20/16 for an IDShield membership. The
application authorized$9.95 from his credit
card to pay for the membership fee and ongoing monthly drafts of $9.95 on the
20th of each month.Mr. [redacted] called our
company on 7/10/17,
wanting to cancel his membership. In...

accordance with the General Provision of
the 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 Contract. Our
procedure is to transfer a member who wishes to cancel to a special JVR line
that explains the process and gives options of how to send their request. We
received Mr. [redacted]'s emailed cancel request later the same day, 7/10/17, and
the request was sent to be posted to his membership. An automatic confirm
receipt email was sent in response.On July 13, we received a 2nd cancellation email from Mr. [redacted].We assure Mr. [redacted]
that his cancellation was been posted and membership is terminated. A
confirmation of his cancelled membership was also mailed. Should you have any
further questions regarding this matter, please feel free to contract our
office.

This letter is in response to the above referenced
complaint.Ms. [redacted] states her bank account
was billed even though she had sent in a cancel request. When she called to
check on the billing, she was told it would take 15 days to process for a
refund. Ms. [redacted] is upset that it would...

take
this amount of time to receive a refund and that our company would not reverse
the draft charges. She demands to have her money refunded immediately.Ms. [redacted] enrolled for a
LegalShield (LS) and an IdentityShield (IDS) membership by an online
application on 4/28/16. The application authorized a draft in the amount of
$37.90 from her bank account to pay for the first month's LegalShield (LS)
membership fee of $17.95 (LS), the first month of IDS for $9.95, and included a
non-refundable $10.00 enrollment fee. Her ongoing drafts were set for the 28th of each month. The IDShield membership was cancelled on 9/5/17, per her
written request.Ms. [redacted]
called LS Member Services on 1/26/18, wanting to cancel the LS membership. She
was informed we require a written cancellation to be sent, and was given our
email address to send that request. Per our contract General Provision P, 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. LegalShield received Ms.
[redacted]'s cancel request on Friday 1/26/18, which was sent to be processed. As
the bank draft was set for 28th, the electronic transmission had
already been initiated when the cancellation was posted to the account.  Ms. [redacted] called our Member Services on
1/30/18 after finding her account had been drafted. It was explained that with
processing time, the draft was not able to be stopped, but that a request for a
refund of the draft was entered. She demanded an immediate refund of the draft
and the call was transferred to a supervisor. The supervisor acknowledged a
refund request and explained that the process could take up to two weeks to
complete. Part of our normal procedure regarding refunds is wait time to assure
that a draft does not return for insufficientfunds.Per the
receipt of this Revdex.com complaint, a review of Ms. [redacted]'s
file, shows all company policies and procedures where correctly followed. A
refund of $17.95 on the LS membership is being issued by check. As Ms. [redacted]'s membership is cancelled and fee refunded,
there are no further actions to be taken by our company.Should you have any further
questions, please feel free to contract our office.

What about other intakes that were not addressed that pertains to me? one is with the Hilton Insurance Company about a huge scratch on my honda, the other one is with Gieco Auto Insurance pertain that I own the Honda and I have proof of this too. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/09) */
July 9, 2015
Revdex.com
Attn: [redacted]
17 South Dewey
Oklahoma City, OK XXXXX

RE: [redacted] Complaint Case No. XXXXXXXX
Membership No. XXXXXXXXXXX
This letter is in response to the above referenced...

complaint.
Ms. [redacted]'s complaint is that she had not received appropriate services and that the attorneys were not knowledgeable or helpful. She says she had been referred to two separate attorneys for a traffic matter, but ended up hiring an outside attorney. Ms. [redacted] wants to be refunded for the fee paid to the attorney she had to retain. She states also she and her spouse had problems when he needed an attorney for a pension issue, and that the letter the attorney wrote a letter only escalated the situation.
Ms. [redacted] first became a member with LegalShield (LS) formerly Pre-Paid Legal Services Inc. on 3/4/99. She cancelled in 2001, and later reinstated on 1/2/14. Her application was processed for $59.00, which was for the first month's LegalShield (LS) membership fee of $49.00 and included a $10.00 enrollment fee. Her application authorized to have the $49.00 a month for the membership to be drafted on her credit card, occurring the 20th of every month.
Per her membership files, Ms. [redacted] contacted the Provider Attorney in March 2015, after receiving a traffic citation. Per normal procedures, the Referral Attorney who was assigned, informed Ms. [redacted] he had contacted the prosecutor and could get supervision for the ticket without a court appearance. Ms. [redacted] did not agree to this, responding she wanted to take the ticket to trial. As the referred attorney did not want to pursue a trial, she requested and received a 2nd assigned LS attorney. She contacted the 2nd attorney the evening before the citation court date and was told that pictures or documentation were required to dispute the ticket. On the court date, Ms. [redacted] did not provide any support to the attorney, yet insisted that the citation be taken to trial. The attorney again recommended that Ms. [redacted] accept the offer of supervision, adding that there would be a fee if she was determined to proceed to trial. A continuance was granted; again Ms. [redacted] requested a different attorney. She was told she could be re-referred but at this point, services would be at a discounted rate. She refused the referral and hired an outside attorney. Subsequently, the last attorney found a court scheduling fault which resulted in the ticket being dismissed.
The additional complaint problem is regarding her spouse's pension board demanding repayment within a few months for an overpayment on his pension. The Provider Attorney offered to write a letter on their behalf, but the [redacted]'s preferred to discuss with a pension attorney. The matter was assigned to a referral attorney , when they contacted, told them he was not familiar with that area of law. While waiting to be reassigned to someone knowledgeable to appeal a pension with a union, Mr. [redacted] decided to accept having a letter with a settlement offer written. Later when the response to the Provider's letter was received, the pension board indicated that the rule cited by the LS attorney was not applicable and that the pension board was being more generous than set in criteria. The letter did not affect the initial guidelines set for the repayment of the overpaid pension funds.
[redacted]
July 9, 2015
Our Provider Attorney, Evans, Loewenstein, Simanovski & Moscardini, LTD, provides the contract benefits for our Illinois members. We have a very efficient attorney complaint resolution system, in which LegalShield investigates all complaints filed by members against Provider Law Firms and Provider Attorneys. Determinations for resolving these complaints are made based on the provisions of the membership contract. LegalShield has investigated the Provider Attorney inquiry regarding the matters referred to in the Johnsons'complaint made to our company and now to your office. Based upon our review of her issue, it appears that Ms. [redacted] was provided guidance and information from the Provider Attorney, and was assigned to referred attorneys for additional service according to the contract benefits. Normal procedures were followed regarding the traffic violation issue. The attorney contacts the prosecutor and attempts to negotiate to get the best outcome for the citation without addition expense to the member. Regarding the pension matter, we apologize that Mr. [redacted] was not referred to specific attorney familiar with pension appeals. This is a specialized area of law, which may require additional time for an attorney to be assigned. Although the Provider Attorney's effort to resolve the dispute by writing a letter to the pension board was not successful, correct contract benefits were provided. Mr. [redacted] may have opted to retain a specialized attorney to appeal, although it is indicated that it may not be most cost effective resolution for this situation.
After a review of this complaint and of her membership files, we have determined the Johnsons' service complaints have been appropriately researched and addressed with the attorneys involved. Every effort has made to review and improve procedures and to resolve the service complaints. We apologize for any delay or misdirected referrals, and are confident that the Johnsons will find our service valuable for any future legal needs. We feel that the legal services provided by our Provider Firm to be efficient and beneficial, and hope that the [redacted]'s will continue to use their membership. Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
[redacted]
Consultant, Regulatory Compliance
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no knowledge of a LegalShield membership from 1999 to 2001. I'm not sure how that is relevant to my complaint, but I would like to see paperwork to prove this. My married name is very common so they may have mistaken me for another former member. How is this relevant to my complaint?
LegalShield continues to present only the facts that give the appearance they've fulfilled their obligation to give you an attorney, however they don't address the issue of referring attorneys that are unable to assist us with our problems.
The purpose of my membership is to utilize an attorney and their legal expertise when we need legal assistance. Providing us with the names of attorneys that don't specialize in the area of law required to solve the problem is counterproductive and can delay a response in matters where time is of the essence.
Matter 1 - LegalShield referred the 1st attorney & told me to call for another referral if I wasn't satisfied with the 1st referral. The 1st attorney told me I'd probably get supervision before he asked me for the details of my case. I only spoke with him once & he called me within a couple of hours of the referral to get the ticket info. During our one phone call, he never mentioned to me that he talked to the prosecutor about my case. Revdex.com and I are getting this information at the same time because this is the first time I'm being made aware of this.
My whole point from the beginning is I could get supervision on my own with a good driving record. If the attorney is only going to court with me to ensure I get supervision and not go to trial, then I didn't need one.
I called LegalShield while there was still plenty of time for me to speak with a new attorney. I called and requested a new attorney referral. LegalShield made an error with my request and called and called me 2-3 days later with the name of the same attorney they'd referred me to previously. They've continued to ignore this error on their part, every time I've asked them to resolve this issue.
When I informed them of this error, they called me 2-3 days later (possibly Thursday) with the name of a new attorney. I was swamped with work and meetings on Friday and though the new attorney would call me just like the 1st attorney did. When this did not happen I called the new attorney on Monday. The attorney asked for several pieces of evidence I could not gather the night before court. When we arrived to court, the new attorney was not dressed in a suit because in her own words "she figured it was a simple traffic violation." Because of this & the fact that she said she needed a large amount of evidence and documentation, I asked that we continue it so I could get another attorney.
I thought when LegalShield was made aware of what happened to one of their members they would do what they could to ensure I got an attorney for the next court date that could assist me. What I received was the exact opposite.
When I hired my own attorney with no affiliation to LegalShield, he immediately noticed that my court date was not in compliance with an Illinois law. He was more than willing to take it to a trial, with NONE of the documentation the 2nd LegalShield lawyer asked for. The new lawyer was able to pull up the street map and picture on his smart phone.
Even though he prepared me for a trial, he was able to get the ticket dismissed in less than 5 minutes before the judge.
Why were these not results achieved utilizing 2 LegalShield attorneys?
Matter 2.
There was a deadline for my husband to respond to the letter he received from his pension. The lawyer LegalShield referred us to did not respond to my husband's 1st two phone calls. When my husband finally reached him, he told us he did not handle pension law and could not assist us.
When LegalShield offered to refer my husband to another attorney their representative told him they could not guarantee the attorney would handle pension law. At that point my husband opted for a letter to the pension board because it was close to the response deadline and so much time had already been wasted trying to reach the 1st attorney LegalShield referred us to.
Had LegalShield informed us they did not have a pension attorney to refer us to, we would've sought out our own attorney and not wasted valuable time.
Also, LegalShield isn't addressing the fact that their attorney quoted a law that wasn't relevant to the pension matter at hand. Therefore, they caused us to miss the opportunity to respond appropriately before the deadline.
Instead, of getting an attorney to research the appropriate pension law and sending a 2nd response, they are now in what appears to be in agreement with the pension board in their response to Revdex.com. How is this posture of agreeing with the opposing side being an advocate for us as members. Or do they simply want us to drop it so they don't have to address the fact that their attorney quoted the wrong law for this matter.
There was a 3rd matter where LegalShield wrote a letter on our behalf and we received the same response as my husband's pension matter, that the law cited was not relevant to the legal matter.
In closing, now that these inconsistencies in service have been brought to LegalShield's attention, they have an opportunity to make this right.
They can make the point that they gave us an attorney & that's all they are required to provide based on the contract. However, a reasonable person/member would believe and rely upon the assumption that the attorneys referred are fully capable and willing to handle their case at the pre-negotiated LegalShield rates and not provide substandard service as compared with non-LegalShield attorneys.
My reliance upon LegalShield promises of good service has cost me at least several thousands opportunities foregone due to inadequate responses and the retention of an attorney to provide services promised by LegalShield.
I'm only asking for my $350 to be credited to my LegalShield account.
Final Business Response /* (4000, 9, 2015/07/20) */
July 20, 2015
Revdex.com
Attn: [redacted]
17 South Dewey
Oklahoma City, OK XXXXX

RE: [redacted] Complaint Case No. XXXXXXXX
Membership No. XXXXXXXXXXX
This is in response to further correspondence you received regarding the above referenced complaint.
Ms. [redacted] states she has no knowledge of having signed up for a membership initially in 1999 and asked for proof. A copy of [redacted]'s 1999 application and check (former name [redacted] Hicks) is being mailed to Ms. [redacted] per her request. We acknowledge the records of the earlier membership enrollment is not a factor in her current complaint. Please note: the basic information on the individual's membership, such as effective date, payment amount and type, as well as, draft date, is given as background as part of our response to every complaint from the Revdex.com to our office.
Upon enrollment, a member is assigned to a Provider Law Firm, which provides legal services to our members within a given area. We do not provide legal services, but rather our plan provides for certain benefits which are provided by the member's Provider Law Firm or an attorney that they might refer him to for particular matters. We want to assure Ms. [redacted] that complaints regarding the procedures outlined by LS for obtaining complete intake information and referring to an appropriate type of attorney have been entered as a formal complaint through our office and the matter has been addressed with the Provider Firm. As Ms. [redacted] has concerns about the legal assistance she was rendered by the Provider Attorney, that is a matter she would have to pursue through other sources, as we do not provide those benefits through our offices.
After review of this complaint, we find that LegalShield has provided the services with access to her Provider Firm per her membership contract. Her request for reimbursement for hiring her own attorney has been reviewed and denied. We consider this complaint to be closed with our office.
Respectfully,
[redacted]
Consultant, Regulatory Compliance

This is in response to further
correspondence you received regarding the above referenced complaint.Mr. [redacted] states he did not
receive communication as indicated in our response from the attorneys involved.
He says that the contact was not done in a timely manner and did not give...

the
necessary information he needed that his document review would be at an
additional cost.Wesincerely apologize for any miscommunication or misunderstanding regarding this legal matter. Perthe filing of our in-housemember resolution file, the procedures taken with your case have been
discussed with all the Provider Attorney staff as an opportunity to be more
efficient and effective regarding legal intakes.As relayed in our initial response,
we have refunded Mr. [redacted]'s full fee to his credit card account; this credit should show on his next credit account statement. As there are no further actions to be taken, we consider this complaint closed.

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

This letter is in response to the above referenced
individual's complaint.Ms. [redacted] enrolled for a LegalShield membership (formerly Pre-PaidLegal Services Inc.) on July
14, 2010. The membership was cancelled per Ms. [redacted]'s request in August 2010,
then subsequently reinstated in October 20I...

0.
On November 22, 2010, our company received another cancel request. April 7,
2011 Ms. [redacted] requested the membership to be reactivated and was reinstated.
The membership remained active until we received a third cancel request on
September 9, 2011.LegalShield was requested that this
membership be reinstated in March 2013. It was our company option to decline
Ms. [redacted]'s request. Per our contract General Provision "X", it is the
company's option whether to reinstate a member.Recently we received a web
application submitted by Ms. [redacted]. We have declined to process her information
for a membership, and have notified her of our decision. We have concluded that
there is nothing further we can do to assist Ms. [redacted], and suggest she seek
legal counsel from other sources.

Mr. [redacted] became a member of
LegalShield (LS) on 11/6/17. His application authorized an initial draft of
$29.95, which was the first month member fee of $19.95 and a non­ refundable
$10.00 enrollment fee. Ongoing monthly membership fees were to be drafted on
the 6th of each month for...

$19.95.Mrs. [redacted]'s complaint
is that they were told by their representative that he had sent in a letter to
discontinue the membership but they just got drafted again. They are requesting
a refund and to stop the service.Per information on the bank
authorization on the LS application, a written request from the member is
required to change or stop the bank draft payment. This information is also in
the emailed LegalShield contract. In accordance with the General Provision "R"
of the membership contract, you may cancel at any time by giving written notice
to the Company. 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 Contract.
Any enrollment fees are considered earned when paid and will not be refunded
should this Contract be cancelled.LegalShield membership sales are made
by independent contractors, also known as independent sales associates. These
independent sales associates are responsible for contacting and enrolling
prospective new members in a plan. These associates are not employees of our
company, but instead are paid on a commission basis. Upon receipt of this correspondence
through the Revdex.com, a formal complaint was filed on the
associate who enrolled Mr. [redacted] for the membership. The associate has been
made aware of the complaint issue and that it will become a part of his record.
Any independent sales associates that do not abide by our Company's Policies
and Procedures will subject their associate agreement held with our Company to
termination.Wewant Mr.& Mrs. [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. As of receipt of this Revdex.com
complaint, we had not received a written cancellation from Mr. [redacted];
therefore, we have cancelled this membership per this complaint as a written
request. The recent draft taken on 12/6/17 for $19.95 has been processed as a
refund and issued by our check no. [redacted].We regret that they have decided not
take the opportunity to use the legal services provided under membership. Our
LegalShield plan contract provides many valuable benefits under the nominal
monthly fee, and we hope Mr. [redacted] will consider reinstating the membership in
the future.As Mr. [redacted]'s membership is now
cancelled, and refund has been processed, we consider this file closed. Should
you have any further questions regarding this matter, please feel free to contact
our office.

Complaint: [redacted]
I am rejecting this response because:The August call was the second time I called. The first time was May 1st 2015 I waited on hold for over an hour waiting for someone to tell I wanted to cancel the account. They then told me that I had to send an...

email saying cancel my account and the account number I don't remember the email address. I noticed that was still being charged, so I called again and August talk to another guy and this time they put a hold on it, and told me to do the same thing send an email that said cancel my account with my account number to whatever the email address was. This time it worked, I did not see a charge for 2 months then in October I started to be charged again. That prompted me to send a complaint to the Revdex.com. The customer service end of LegalShield is very un- customer friendly.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
July 24, 2015
Revdex.com
Attn: [redacted]
17 South Dewey
Oklahoma City, OK XXXXX

RE: [redacted] Complaint Case No. XXXXXXXX
Membership No. XXXXXXXXXXX Associate No. XXXXXXXXX
Ms. [redacted] became a...

member with LegalShield (LS), on 6/22/15. The membership was $19.95 a month, with a $10 enrollment fee. She also enrolled as a selling associate at that time, which required a sign up fee of $149. The applications came through our system as web app entries. The fees were set up as drafts on bank account information included in the applications. The monthly LS membership fee was scheduled as an ongoing draft on the 22nd of every month. A membership packet and an associate kit were both sent out upon processing of the applications. Both the packet and kit are normally received in 7-10 days from mail out date.
Ms. [redacted]'s complaint is that she although she spoke to the LS associate regarding becoming a sales associate, she did not enroll. She states the associate told her he would pay for her sign up fee. Instead he enrolled her and charged her account without permission. She is requesting a refund of $185 for initial sign up fees and overdraft charges she incurred because of the $149 withdrawal. She also wants a refund of the $29.95 fee taken for the LS membership.
LegalShield membership sales are made by independent contractors, also known as independent sales associates. These independent sales associates are responsible for contacting and enrolling prospective new members in a LegalShield plan and also offer the business opportunity to become an associate. These associates are not employees of our company, but instead are paid on a commission basis.
Ms. [redacted] called our LS Associate Services Department on 7/9/15 regarding being unhappy with her associate who had signed her up, and wanted to change her sponsor on her associate agreement and her membership. She was emailed the sponsor change guidelines and her information was entered as a complaint against her enrolling associate. The associate has been made aware of the complaint issue and that it will become a part of his record. Any independent sales associates that do not abide by our Company's Policies and Procedures will subject their associate agreement held with our Company to termination.
On 7/21/15 Ms. [redacted] called our company to request her LS membership be cancelled. A 30-day hold was placed as a courtesy on the membership file to stop the 7/22 draft on the credit card account for the July payment. The member service representative informed Ms. [redacted] we require written request to be received to complete cancellation. In accordance with the contract (General Provisions, "S") the member may cancel the Contract at any time by giving written notice to the Company. In addition, upon written request, 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 the Contract be cancelled.
Our procedure is to transfer a member who wishes to cancel to a special IVR line that explains the process to them and sends out a cancellation waiver.
[redacted]
July 24, 2015
Page 2
Ms. [redacted] chose to receive the cancellation waiver by email. If we do not receive the written cancellation request within 30 days, it is assumed the member has decided to keep the membership, the hold lifts, the account is reactivated, and drafts resume.
Should Ms. [redacted] want to cancel her associate agreement, her associate kit would need to be returned. Upon receipt of the kit, her refund request for the associate sign-up fee will be reviewed.

As of this response letter, we have not received a written cancel from Ms. [redacted]. We will consider this complaint as her written request to cancel; there are no fees to be refunded for the LS membership.
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. Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
[redacted]
Consultant, Regulatory Compliance

Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Legal Shield only considered their rep's position regarding the case. When I filed the complaint, they advised the rep of the complaint, listened to his side of the story, then closed the complaint without ever conducting any type of investigation. They also never advised me that the matter was closed. I only discovered it was closed when I called the corporate headquarters. They are trying to sweep it under the rug.
Because the company pays Mr. [redacted], they have a means to ensure that he does not do this again, but they are not assuming any responsibility for Mr. [redacted]'s actions.
Final Business Response /* (4000, 9, 2015/07/31) */
July 31, 2015
Revdex.com
Attn: [redacted]
17 South Dewey
Oklahoma City, OK XXXXX

RE: [redacted] Complaint Case No. XXXXXXXX
Membership No. XXXXXXXXXXX Associate No. XXXXXXXXX
This is in response to further correspondence you received regarding the above referenced complaint.
As noted in our previous response, LegalShield membership sales are made by independent contractors; they are not employees. After receiving the complaint, we opened our own investigation of this associate's practices and have notified him that a complaint has been filed with our offices. We have informed him that the actions described in this complaint violate the company's policies and procedures. We will continue to monitor his activities and have let him know that any further complaints of these types will immediately subject his independent associate agreement with our company to termination.
Ms. [redacted] was advised if she had decided not to pursue the marketing opportunity with LegalShield, she may return her associate kit, whereas the sign-up fee would be considered for refund. As of this date, the kit has not been received by our company.
The review of this complaint has gone through the proper procedures and according to the policies of our company. There is no further assistance which we can offer, and now consider this matter closed.
Respectfully,
[redacted]
Consultant, Regulatory Compliance

Initial Business Response /* (1000, 5, 2015/12/18) */
December 18, 2015
Revdex.com
Attn: [redacted]
17 South Dewey
Oklahoma City, OK XXXXX

RE: [redacted] Complaint Case No. XXXXXXXX
Membership No. XXXXXXXXXXX
This letter is in response to the above...

referenced complaint.
Mr. [redacted]'s complaint is that LegalShield drafted his account and renewed his membership without authorization. He states he had no notice and he was told he would receive a refund, which he hasn't. He sent an email to cancel both his membership and his associate agreement and expects a full refund on both.
Mr. [redacted] first became a member with LegalShield on 11/12/14. His online web application was processed for $249.40, which was for a year LegalShield (LS) membership fee of $239.40 and included a $10.00 enrollment fee. His application authorized to have the $239.40 for his LS membership drafted annually on his credit card; the draft date was set up for the 20th of November.
Mr. [redacted] first called our company wanting to cancel his membership on 12/1/15. He was informed the annual draft had processed on the 11/20/15, and we require written request to be received to complete cancellation. In accordance with the General Provision "S" of the membership contract, you may cancel at any time by giving written notice to the Company. Our procedure is to transfer a member who wishes to cancel to a special IVR line that explains the process to them as follows:
Your membership contract requires a written request to cancel. We have placed a temporary 30 day hold on your account and will be sending a cancellation waiver to be completed and returned to our offices. If we do not receive your request within 30 days, the hold will be removed and your payments will resume. PLEASE NOTE: it is your responsibility to verify receipt of your request to our offices. Instructions for the verification process are explained on our waiver. Should 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 1. To select a delivery method for your cancellation waiver, press 2. For information on sending your own written request to cancel, press 3. To hear these options again, press 4.
Mr. [redacted] chose the option to receive a cancellation waiver to be sent to him by email. Later that day, our company later received his email requesting cancellation and refund. His request was forwarded to be processed and he was emailed LegalShield's confirmation of receipt. Additionally, he was informed that it was not possible to refund the sign up fee for the associate agreement, as any refund unavailable after 30 days from date of process. To date, Mr. [redacted]'s membership has been cancelled and a full refund of $239.40 has been credited back to his credit card account on file. Again, there is no refund due for the termination of his associate agreement.
[redacted]
December 18, 2015
Page 2
We want Mr. [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. Our billing and cancellation procedures were correctly followed for his membership. LegalShield sent an annual remind letter out to the address on file on 10/20/15, that the yearly draft was set to be taken the month of November. Mr. [redacted]'s membership is cancelled, the refund should show on his next credit card statement. We consider this matter closed. Should you have any further questions, please feel free to contract our office.
Respectfully,
[redacted]
Consultant, Regulatory Compliance
Initial Consumer Rebuttal /* (2000, 8, 2015/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It has been resolved. Thank you!

Attached.

Initial Business Response /* (1000, 5, 2016/01/12) */
January 12, 2016
Revdex.com
Attn: [redacted]
17 South Dewey
Oklahoma City, OK XXXXX

RE: [redacted] Complaint Case No. XXXXXXXX
Associate No. XXXXXXXXX
Ms. [redacted]'s complaint is that her name was entered...

incorrectly by the associate who enrolled her. When she discovered the error, she was told by LegalShield she must submit additional documents to correct. She is concerned this incorrect information will affect her credit.
Ms. [redacted] enrolled to become a sales associate for LegalShield (LS), on 12/17/15. The sign up fee of $249.00 was authorized to be billed to her credit card. The online application was processed and the card drafted on 12/21/16. An associate kit was mailed out upon processing of the application. The kit is normally received in 7-10 days from mail out date.
Ms. [redacted] called our LS Associate Services Department on 12/29/15 to confirm her status as an active sales associate and to report her name was misspelled. It was relayed that to update that information on her file, a paper application form with correct spelling be submitted. The referenced form was emailed to Ms. [redacted]. She was unhappy that her sponsoring associate could not complete the correction without additional paperwork submitted by her. She was also concerned that the wrong name entered may effect information on her credit report.
LegalShield membership sales are made by independent contractors, also known as independent sales associates. These independent sales associates are responsible for contacting and enrolling prospective new members in a LegalShield plan and also offer the business opportunity to become an associate. These associates are not employees of our company, but instead are paid on a commission basis. The associate has been made aware of this complaint and this issue has been addressed. Any independent sales associates that do not abide by our Company's Policies and Procedures will subject their associate agreement held with our Company to termination.
On 1/6/16 Ms. [redacted] called our company to request her associate agreement be cancelled and a refund of her sign up fee. She was informed she would need to return the associate kit for the refund to be approved. On 1/7/16 Ms. [redacted] called our Associate Services to explain that she was having a problem with Fed Ex not being able to return the package. It was approved she would be refunded without the kit being returned. On 1/11/16 a credit of $249.00 was issued on Ms. [redacted]'s card, and should be reflected on her next credit card statement. Just as our company does not report missed payments, returned drafts, or cancellations, the initial payment on her credit card made for the $249.00 would not be reported, and would not be reflected on Ms. [redacted]'s credit report.
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. Ms. [redacted]'s associate application was processed as submitted. Company policy of requiring supporting documentation to make corrections regarding a web application was appropriately followed.
[redacted]
January 12, 2016
Page 2
We apologize for any inconvenience this has caused Ms. [redacted]. As her refund has been, and her associate file closed, there is nothing further we can do on this complaint. Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
[redacted]
Consultant, Regulatory Compliance