LegalShield

Initial Business Response /* (1000, 5, 2015/10/15) */
October 15, 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] has been a LegalShield(LS) (f/k/a Pre-Paid Legal Services Inc.) member since enrolling on 5/4/09. She later added an Identity Theft (IDT) membership on 12/12/11 for $9.95 a month. Her bank account was authorized to be drafted for $15.95 a month for LS membership fees 4th of the month and for $9.95 a month for IDT on the 12th of each month.
Ms. [redacted]'s complaint is that she state she did not get legal assistance for her son's traffic matter. She had expected it to be covered under benefits without any additional fees. The attorney was requiring a $500 fee to take the case, and feels she was misled on what the service covers. Dissatisfied, she had called to cancel and had to repeat herself several times. She says she has not received any assistance by having the membership and is waiting on a confirmation that she is cancelled.
We have a very efficient attorney complaint resolution system, in which LegalShield investigates all complaints filed by members against Provider Law Firms and Referral Attorneys. Our Provider Attorney, Framme Law Firm P.C., provides the contract benefits for our Virginia members. Research of available information in Ms. [redacted]'s file show the Provider Firm was first contacted on 9/29/15, regarding a traffic matter. On 9/30/15, the Provider Attorney consulted with Ms. [redacted]'s son Landon, who was the driver in the traffic incident. Landon was cited for reckless driving which resulted in an accident. As reckless driving is a criminal matter under Virginia law, coverage was under the 25% discount benefit of the membership contract. It has been explained to Ms. [redacted] that MotorVehicle Related Benefits are not available for this issue because only specific criminal charges, Manslaughter, Involutary Manslaughter, Negligent Homicide or Vehicular Homicide, are eligible for coverage under this benefit.
On 9/30/15 Ms. [redacted] called Member Services to cancel her memberships. In regard to the call, a 30-day hold was placed as a courtesy on the membership file to stop the draft from her bank account scheduled for the October payments. Ms. [redacted] was informed we require written request to be received to complete cancellation. In accordance with the General Provision "R" 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. LegalShield received an emailed request from Ms. [redacted] on 9/30/15 to cancel both the LS and IDT memberships. An email confirming receipt was sent in response.
Per review of her files, appropriate services were provided under the membership contract for her son's traffic issue. Although, we regret Ms. [redacted] did not find our services helpful for her legal needs, we feel the services we offer are a valuable resource to our members. To confirm, Ms. [redacted]'s memberships are cancelled, and being considered for a pro-rated 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 complaint. Mr. [redacted] states he was improperly billed in 2016, even after he complained in 2015. Mr. [redacted] further stated he reported this to LegalShield and a refund was not offered for almost half a year. Mr. [redacted] initially enrolled for a...

Legalshield (LS) membership on 1/24/2007. After a lapse period he reinstated his membership on 1/21/2009. When he reinstated he authorized $300.00 to be drafted annually. Mr. [redacted]'s file shows LS Member Services called him regarding a survey where he noted he was dissatisfied. Mr. [redacted] stated he was dissatisfied with the services due to the length of time it took to get things completed. At that time, Mr. [redacted] did not request any additional assistance. LS would like to note that Mr. [redacted] did not contact LS in 2015. On 1/22/2016 Mr. [redacted]'s credit card was charged for his annual payment of $300.00. On 7/12/2016 Mr. [redacted] sent LS Member Services an email requesting to cancel his membership and requested a refund of $300.00. His cancel request was processed on 7/29/2016, however, the refund was not processed. Mr. [redacted] cal led LS Member Services on 12/21/2016 inquiring about his refund. The consultant that he spoke to re-submitted the refund request. On 12/22/2016 Mr. [redacted]'s credit card was refunded $157.49. This refund was prorated from 7/13/2016, the date Mr. [redacted]'s cancel request was received, to his paid to date of 1/21/2017. In accordance with the General Provision "R" of his membership contract, you may cancel at any time by giving 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. In regard to Mr. [redacted]'s membership, the last payment for fees was drafted on 1/22/2016, which paid the membership until 1/21/2017. Mr. [redacted]'s cancel request was received on 7/12/2016; therefore, a pro-rated refund was processed. 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. Per our review, we find our billing procedures were correctly followed for this membership. A refund review was overlooked, and we apologize for the delay. There are no additional funds to be considered for a refund. 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
individual's complaint.Ms. [redacted] states she
cancelled the membership right after enrolling because she found she couldn't
access a local attorney for services. She says she has called LegalShield
several times but the membership didn't get...

cancelled and she didn't get a
refund. She is requesting a full refund.Ms. [redacted] became a member
ofLegalShield (LS) effective November 1, 2017, by enrollment on a web
application. On that date, a draft in the amount of $27.95 was completed from
the credit card account authorized for the monthly payments, to pay for the
first month's membership fee $17.95 and also included a non-refundable $10.00
enrollment fee. Payments were set to be drafted on the 1st of each month.Our records show Ms. [redacted] called our
company on November 3, and was given our support email address to send her
cancellation. She said she had sent a previous email to cancel two days before;
but it was verified that LS did not receive it. An email to cancel and
requesting a refund from Ms. [redacted] was received later that day. · On
11/6/17, LegalShield sent Ms. [redacted] an email confirming that we had received
her cancel request and it was being sent to process. Ms. [redacted] called our
Member Services on 11/13/17 and reconfirmed her cancel email was received. The
cancellation was posted to the membership on 11/20/17. In accordance with the
contract (General Provisions, "P") the member may cancel the Contract
at any time by giving written notice to the Company. Any enrollment fees are
considered earned when paid and will not be refunded should this Contract be
cancelled.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. The LegalShield
membership benefits are provided by a Provider Attorney Firm in the member's
state. After consultation with the Provider Attorney, should a member need a local
attorney for further assistance, a LS network attorney may be assigned. After a
review of this complaint and of this membership file, we have determined that
Ms. [redacted]'s cancellation was handled according with company policies and
procedures. Dependent upon the quantity of correspondence received during any
period, processing time for cancellation and refund reviews may vary.This is to confirm that
Ms. [redacted]'s membership is cancelled and a refund regarding the draft of $17.95
has been issued to her credit card. Should you have any further questions
regarding this matter, please feel free to contact our office.

Complaint: [redacted]
I am rejecting this response because: this company has been known to writing bad checks so my financial institution will not cash or deposit a check wrote by them. 
Sincerely,
[redacted]

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.
It took them seven paragraphs to do what could have been done in seven words. I joined Prepaid Legal clearly not Legal Shield!
Sincerely,
[redacted]

This letter is in response to the above referenced
individual's complaint.Mr. [redacted] became a member
of LegalShield (LS) effective on February 23, 2017. The web enrollment
authorized $39.00. The application also authorized the $39.00 membership fee to
be drafted on his credit card on or...

around the 2Jfd of each month.Mr. [redacted]'s complain is that he did
attempt to sign up for a membership, however did not receive an email
confirmation that the application went through. Mr. [redacted] is requesting all
membership fees paid on the membership to be refunded.Upon receive of this RevDex.com complaint, we have research Mr. [redacted]'s file. Our records show Mr. [redacted] submitteda web application on February 23, 2017 for a Small Business plan for $39.00 a month. Our recrods indicate that
LegalShield emailed  Mr. [redacted] the
membership contract and membership cards on March 1, 2017 to  [email protected]. 
The email did not return or bounce back to LegalShield. Mr. [redacted]'s
credit card was charged $39.00 on February 23, 2017, March 24, 2017 and April
23, 2017. On April 24,2017, Mr. [redacted] contacted Customer Service to cancel the
membership and requested a full refund. 
The Customer Service Representative informed Mr. [redacted] to send an email
to cancel and request refund.  On that
same day of April 24, 2017, LegalShield received an email to cancel and review
request ofrefund. Due to Mr. [redacted]'s credit card being charged on April 23,
2017 and LegalShield receiving the cancellation request on April 24, 2017, LegalShield refundedthe last draft of$39.00 back to the credit card on April 25, 2017.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 enrollment and processing procedures were correctly followed on
this membership. However, due to Mr. [redacted] having submitted a different web
application days before and stating he did receive that email confirmation that
was sent to a different email address, and not receiving the email confirmation
on this particular membership, in pursuit of good customer services, we are
refunding the remaining two payments, total of $78.00, back to the credit card
ending in 9234. Once the refund is processed that will have the membership refunded
in full.Should you have any further
questions regarding this matter, please feel free to contact our office.

Initial Business Response /* (1000, 5, 2015/12/22) */
December 22, 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.
Mr. [redacted] complaint states LegalShield did not process his reinstatement for his membership within the timeframe he had expected. He later decided he did not want the membership but found his bank account had been drafted. He sent in a cancel statement and has not received a refund although he was told he would within 24 hours.
Per review of his filed, Mr. [redacted] called LegalShield (LS), December 10, 2015, requesting his membership to be reinstated. His contact information was updated, and he authorized his credit card to be drafted for $27.95, which was the first month LS membership fee of $17.95 and a $10.00 non-refundable processing fee. Mr. [redacted] was informed it would take 24-48 hrs. to process the reinstatement. He stated he also wanted to reinstate his associate agreement, and was directed to LS Associate Services. Records show Mr. [redacted] called three hours later regarding the membership; it was confirmed as processed, and his provider attorney information and his membership number would be sent by email. Mr. [redacted]'s associate agreement (AA) files show he also called our LS Associate Services regarding the status of his associate file. He was told as soon as they could verify his LS membership and his AA activated, he would be called. Later that same day, our Member Services then received a third call from Mr. [redacted]. He stated he wanted to cancel the reinstatement he had authorized earlier. In regard to the call, the payment for reinstatement had already transmitted. Mr. [redacted] was informed we require written request to be received to complete cancellation. In accordance with the General Provision "P" of the membership contract, you may cancel at any time by giving written notice to the Company. 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 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. Shortly after, our company received his completed waiver. His cancellation and refund request has been forwarded to the appropriate department to be posted and for review.
We apologize to Mr. [redacted] if there was any confusion regarding the reinstatement of his membership plan and activation of his associate agreement or payment procedures. We assure Mr. [redacted] that we take our responsibilities very seriously, and take pride in making sure that our business is conducted efficiently and accurately. The processing of his LS membership reinstatement were according to our company's guidelines and procedures, and showed as reinstated the same day as his call request. As to his request for a refund, per Automatic Clearing House ( ACH) rulings, a consumer may have as much as 60 days to revoke the draft on their account. A consumer has the option of disputing the charge with their financial institution; this would allow for funds to be received from that institution. If the draft is still honored at the end of that period, their request for a refund will be considered. We have received Mr. [redacted]'s cancellation and his refund is being reviewed. 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, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It sounds like the run around.MY banker called them yesterday and she said they told her that it takes 15 business days to process the refund. She advised that they could handle it through ACH but that would take 10 business days. THEY ARE SAYING MY REFUND IS UNDER REVIEW. WHICH IS IT. THIER COMPANY TOLD MY BANKER IT WAS BEING PROCESSED. IT IS ALL A BIG RUN AROUND. A very poor way of doing business. With this information I am asking my banker to start proceeding because it looks like they have no intention of making the refund. I don't appreciate them lying to my banker.
Final Consumer Response /* (4200, 11, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1st I payed 27.95 so the refund they issued is $10.00 short. There should be no processing fee seeing how the cancellation was within a few hours of the request and was because THEY HAD NOT PROCESSED THE ORDER IN A TIMELY MANOR. In addition my upline sponsor did not respond to my request for help in the matter on two occasions. I never received a receipt for my payment. So they are still giving the same old run around and fake excuses for not doing the right thing. [redacted]
Final Business Response /* (4000, 13, 2016/01/15) */
January 15, 2016
Revdex.com
Attn: [redacted]
17 South Dewey
Oklahoma City, OK XXXXX

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

In response to the most recent correspondence received on above referenced individual's complaint.
Mr. [redacted] has acknowledged receiving the $17.95 credit on his account as the refund issued for his payment billed for his membership's reinstatement. He continues to dispute not being reimbursed for the $10.00 non-refundable enrollment fee. Mr. [redacted] states he is due to receive the enrollment fee because his order had not been processed in a timely manner.
Our company procedure for reinstating a membership, although very efficient, is not instantaneous.
Upon Mr. [redacted]'s call at 12/10/15 at 10:56 to reinstatement, his information was immediately forwarded to the appropriate department for processing. By 2:02 that afternoon, when Mr. [redacted] called the second time, it was confirmed the process had completed and his membership had been activated. Less than an hour after this confirmation was given, Mr. [redacted] called a 3rd time wanting to cancel the membership and demanded the charge be stopped. As the charge had already been transmitted, the membership processed, we could not comply with his request. All company procedures were correctly followed on this membership.
After reconsideration, in the sake of good customer service, the $10.00 enrollment fee has been refunded on 1/14/16 to Mr. [redacted]'s credit card account. We trust this resolves this complaint and we are closing our file.
Respectfully,
[redacted]
Consultant, Regulatory Compliance

Initial Business Response /* (1000, 8, 2016/01/14) */
January 14, 2016
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.
Ms. [redacted] states she was pressured to fill out an application for membership. When informing the sales associate she had changed her mind, she was assured the application would be destroyed. She later found the application had been processed. Ms. [redacted] is upset that the membership was processed after being told it would not be, and wants to be removed from our file.
On 12/17/15, the opportunity to sign up for a LegalShield (LS) and an Identity Theft IDT) membership was presented to a group of employees at Ms. [redacted]'s workplace. A paper application was completed, with membership fees to be payroll deducted through the employer. On 12/18/15 when Ms. [redacted] contacted the associate to say she had changed her mind and did not want the memberships, she was told the enrollment would not go through. Unfortunately, the group applications, having been.faxed to our company the same day, had started the process of completing a membership file. The associate did call and attempt to stop the process although that could not be done once started. The associate also contacted the group employer to relay that Ms. [redacted] did not want the membership and payroll deduction should not be done for her. Once processed, only the member can cancel a membership.
LegalShield and IDTmembership 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 an IDT plan. These associates are not employees of our company, but instead are paid on a commission basis. Upon receipt of this correspondence, a formal complaint was filed on the associate who enrolled Ms. [redacted] for membership. The associate has been made aware of the complaint issue and that it will become a part of her 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.
Our company takes pride in the services we offer to our members and believe they provide many valuable benefits to the individuals who enroll. We regret that Ms. [redacted] has decided not to utilize our membership. Currently, Ms. [redacted]'s files have been inactivated; no fees have been deducted through her payroll. We apologize for any inconvenience this may have caused Ms. [redacted], and now consider this file closed. 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, 2015/07/02) */
July 2, 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 called to cancel in December 2014, faxed a cancel request, and thought her membership was cancelled. She recently realized she still had payments coming out of her account. She states the payments were not authorized and that she should be refunded fees since 1/1/2015. She is expecting a refund of $150.00.
Ms. [redacted] first became a member with LegalShield (fka Pre-paid Legal Services Inc.) on 7/13/09. Her application was processed for $35.00 for the first month's LegalShield (LS) membership fee of $25.00 and included a $10.00 enrollment fee. Her application authorized to have the $25.00 a month for a LS membership drafted from her bank account; the draft date was set up for the 13th of every month.
On 12/9/14, Ms. [redacted] called our company wanting to cancel her membership. In regard to the call, a 30-day hold was placed as a courtesy on the membership file to stop the draft from her bank account for the December 13th payment. Ms. [redacted] was then informed we require written request to be received to complete cancellation. Cancellation requests are required in writing so that we know it is the member making the request. 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.
Ms. [redacted] chose the option to receive a cancellation waiver to be sent to her 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. Our company did not receive a written cancel request, and drafts resumed, starting with January's payment.
We did not have any further contact by Ms. [redacted] until 6/26/2015. She stated she had cancelled in December, and had just realized that her account was still being billed. The Member Service Professional explained that our
[redacted]
July 2, 2015
Page 2
company had not received her cancellation request, and relayed the options to submit her cancel request by fax, mail, or email, as well as request to review for refund. Our company verified we had received her cancel request when Ms. [redacted] called again on 6/29/15.
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. Per Automatic Clearing House ( ACH) rulings, a consumer may have as much as 60 days to revoke the draft on their account. A consumer has the option of disputing the charge with their financial institution; this would allow for funds to be received from that institution. If the draft is still honored at the end of that period, their request for a refund will be considered. It is an individual's responsibility to monitor and maintain their bank or credit card account.
Ms. [redacted]'s cancellation and refund request has been processed. After review, a refund for two months at $25 each for membership fees, total of $50, is being sent by Check No. XXXXXX and XXXXXX. As our billing and cancellation procedures were correctly followed for her membership, there are no other fees to be considered for a refund. Should you have any further questions, please feel free to contract our office.
Respectfully,
[redacted]
Consultant, Regulatory Compliance
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I followed their cancellation procedure back in December 2014,I faxed written cancellation three times per their request.I want the full refund from my cancellation date of December 2014
Final Business Response /* (4000, 9, 2015/07/13) */
July 13, 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.
According to review of all Ms. [redacted]'s membership records, she did call regarding cancelling on 12/9/14; however, she did not make a follow up call to confirm our company received her completed waiver. When LS Member Services receives an emailed cancel request, receipt is initially noted in their file, an emailed confirmation that cancel was received is sent back to the member, and lastly the cancel is sent to be processed. When our office did receive her written cancellation request on 6/29/15, after being processed, an email was sent out by LS that confirmed her membership was cancelled. Upon receiving an emailed request in December 2014, she would have received the same LS confirmed cancel, as well as it being noted in her file. Should Ms. [redacted] be able to provide an earlier confirm of cancellation sent by our company, we would be happy to consider additional fees for a refund. Currently, the completed waiver received on 6/29/15 was processed for cancellation. A refund for two months membership fees, total of $50, has been issued. Unless additional supporting documentation of earlier cancel correspondence can be verified, there is no additional funds to be considered. We consider this matter to be closed.
Respectfully,
[redacted]
Consultant, Regulatory Compliance

This letter is in response to the
above additional correspondent received on the above referenced complaint.Mr. [redacted] says he his credit score
went down from 5/2/17 to his recent score on 1/22/18, stating it lowered
considerably. He indicates that this is somehow due to his IDShield...

membership,
and that he was not notified of the change by the IDShield service. Mr. [redacted]
also says that his credit report has him as unemployed when he was paying to be
a LegalShield associate every month. He demands a refund of all fees.Mr. [redacted]'s LS and IDShield
memberships do not impact his credit score. He did not authorize active
monitoring of his credit and therefore it would not be aware of changes on his
credit score. Mr. [redacted] had also enrolled as an independent sales associate
when he became a LS member. Our independent sales associates are not employees,
but rather work on a commission basis. This does not reflect on a credit
history. Although not required as part of being a LS sales associate, Mr.
[redacted] had opted to have an eService account, whereas he could submit online
business; the cost of the eService was $20.95 a month. His records show he had
eService for the months of August, September, and October.Again, per thorough review of all Mr.
[redacted]'s records, all our policies and procedures regarding the LS and IDShield
memberships, and his associate agreement were handled accurately and
appropriately. The memberships and associate agreement have all been cancelled
and the last draft on both the LS and IDShield memberships were refunded. There
are no further actions to be taken at this time and we consider this file
closed.

Complaint: [redacted]
I am rejecting this response because: I have just only received a partial refund of $218.12.  The alert sent to me were false and do not include any useful information when I went to the website to check. I even called their representative to complain and she confirmed that I should ignore the alerts. IDshield should take responsibility and give me a full refund.
Sincerely,
[redacted]

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
Membership No. XXXXXXXXXXX

This letter is in response to the above referenced...

individual's complaint.
Mr. [redacted] first enrolled as a LegalShield(LS) member 6/16/15. His membership is currently drafted for the $24.95 a month fee on the 16th of each month.
Mr. [redacted]'s complaint is that the Provider Attorney refused to assist him with an uncontested name change as a benefit listed on his contract. He states there is no valid reason why his matter would not be covered.
Our Provider Attorney, Bervar & Jones, provides the contract benefits for our Hawaii members. We 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 management. Most importantly, the Provider Law firms are evaluated on the firm's customer service philosophy. All of these factors contribute to assuring that our members receive the highest quality of legal services available in their area. Our attorneys are well versed and knowledgeable in providing all services under the membership contract.
Mr. [redacted] has filed a service complaint through our offices regarding his 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. Per available information in Mr. [redacted]'s file, his complaint was researched and the result discussed between our office, Mr. [redacted], and the Provider Attorney. Per information obtained in the service complaint, Mr. [redacted] had his name changed in 2013, prior to the membership. Currently he is wanting assistance in getting his birth certificate filed New Jersey amended to show his changed name. The legal assistance necessary to change a birth certificate, which is a legal vital statistic document, is covered under our discounted rate benefit of our membership contract. Mr. [redacted] has already completed his name change. Having an existing legal document amended is not the same as an uncontested name change.
After a review of Mr. [redacted]'s complaint regarding his attorney services, it was determined that as he has been offered a referral for assistance at the discount benefit, correct and appropriate services have been provided. It is indicated that Mr. [redacted] has been assigned an attorney, which upon being retained, can assist with this legal issue. 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

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. I was however not told on the phone when I called in that the membership did have a one time...

non-refundable enrollment fee. There is no place on their website regarding refunds and membership cancellation. Part of the reason why I decided to cancel my membership was because their email regarding how to get started and to login didn't work. That's all. If the person who responded to my inquiry about the refund would've stated the enrollment fee that would have been easier, but no matter I still would not rate this company any better.
Sincerely,
[redacted]

response per attachment

Initial Business Response /* (1000, 5, 2015/06/08) */
June 8, 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.
Ms. [redacted]'s complaint is that she had not received adequate services and that the attorneys were not knowledgeable. She adds she received awful treatment by attorneys, staff at the Provider Firm, and by corporate office. Ms. [redacted] states she wants to discuss what happened with the member service department which had sent out a survey.
Ms. [redacted] first became a member with LegalShield (LS) formerly Pre-Paid Legal Services Inc. on 4/15/08. Her application was processed for $27.00, which was for the first month's LegalShield (LS) membership fee of $17.00 and included a $10.00 enrollment fee. Her application authorized to have the $17.00 a month for a LS membership drafted on her credit card, which was later changed to a bank draft date, occurring the 19th of every month.
Our Provider Attorney, Welch, Gold, Siegel & Fiffik, P.C., provides the contract benefits for our Pennsylvania members. Per her membership files, Ms. [redacted] contacted the Provider Attorney in March 2014, regarding a social security matter. The Provider Attorney who was assigned had numerous consults with Ms. [redacted], and also reviewed several documents. On 5/21/14, after the review of a letter by the opposing party, she was advised her consultation benefits were exhausted and she needed to retain an attorney for further legal services on the issue.
On 5/23/14, Ms. [redacted] filed a formal complaint through our corporate offices regarding her 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. Per available information, Ms. [redacted] had called on 5/22/14, and specifically requested for a referral to a social security attorney to review and advise her regarding a 70 page document. On May 23, she was assigned to and called a LS social security attorney. Ms. [redacted] later on 5/23/14, called our office back, upset that she could not have the document reviewed and a consultation by 5:00, which she now indicated as her deadline. She also was not happy that the attorney was not located closer, as she wanted an in office consult. She wanted another referral, adding her deadline to mail a response was May 29. She was given a second referral, but was informed, as this was the Friday before a holiday weekend, it was unlikely to be able to get a consult before Tuesday, the first business day after the holiday. Ms. [redacted] called our company again on Tuesday May 27, stating she had not been called over the weekend by the attorney. She wanted an attorney who could provide what she needed by 5:00 and wanted the attorney to be as close as possible. It was explained both the first two assigned attorneys could have reviewed and consulted by phone , which she had refused. It was relayed the second attorney was the closest in her area and she was encouraged to contact either attorney because of her time limitation. A follow-up call regarding the complaint was made 5/29/14, whereas Ms. [redacted] indicated she had sent her forms back to social security without being reviewed. Our company received Ms. [redacted]'s written request to cancel her membership on 1/29/15. A survey was sent out as part of our service review. Upon receipt, our office unsuccessfully attempted to contact Ms. [redacted] regarding the survey.
[redacted]
June 8, 2015
After a review of this complaint and of her membership files, we have determined that proper company procedures for service were followed, and that Ms. [redacted] was provided benefits according our contractual responsibility. Every effort was made to assist her with her legal matter and to resolve her service complaints. As this membership is now cancelled and further services are unavailable, we consider this matter closed. Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
[redacted]
Consultant, Regulatory Compliance

Complaint: [redacted]
I am rejecting this response because:
I want my money back. Stop using excuses to not refund my money. It wasn't your place to decide that I should keep a membership I did not utilize. Again I'm not a lawyer, it is unfair...

and ethically wrong to take money from a person using legal jargon and tactics.
Sincerely,
[redacted]

March 31, 2016 Revdex.com Attn: [redacted] 17 South Dewey Oklahoma City, OK  73102               RE:      [redacted]     Complaint Case No. [redacted] Membership No....

[redacted] This letter is in response to the above referenced complaint. Mr. [redacted]’s complaint is that he informed several people he wanted to cancel his LegalShield (LS) membership but his membership continued.  He says he first contacted his Provider Attorney in October 2015, and was not satisfied with the services; he states he should be refunded for fees since October. Mr. [redacted] enrolled for a LegalShield membership on 9/17/14, with authorized drafts on his credit card account for $29.90 a month for membership fees.  The first draft was for a total of $39.90, which was $29.90 for the first month membership fee and a $10.00 enrollment fee.  Ongoing payments were scheduled for the 17th of each month.  Mr. [redacted] emailed LS in October 2014, requesting his Provider Attorney information.  The next contact regarding this membership was 11/25/15 by Mr. [redacted]’s sales associate who had enrolled him.  The associate indicated Mr. [redacted] was unhappy with the legal service received and a formal complaint was entered. When Mr. [redacted] was contacted by our Provider Service representative for assistance, he relayed he wanted to cancel services.  Mr. [redacted] declined the LS representative’s offered to transfer to Member Services regarding cancelling, stating he would call back later.  Our company did not have further contact from Mr. [redacted] until his call on 1/20/16 to cancel and request a refund. In regard to the call, as the January 17th payment had already been drafted, a 30-day hold was placed as a courtesy on the membership file to stop the draft fort the upcoming February 17th payment. Mr. [redacted] was informed we require written request to be received to complete cancellation. In accordance with the General Provision “S” of his 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.  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] elected to have the waiver emailed.  We received his emailed response for cancellation and refund request later the same day.   His request was forwarded to appropriate department to be processed and was posted to his membership; the refund request was reviewed for consideration.  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 posted his cancellation request when received.  In behalf of good customer relations, a refund has been issued for $59.80 (2 months payments) to the credit card account and should be reflected on his next credit card statement.   Mr. [redacted]’s membership is currently cancelled and we consider this matter closed.  Should you have any further questions, please feel free to contract our office. Respectfully, [redacted] Consultant, Regulatory Compliance

Complaint: [redacted]
I am rejecting this response because: In response to the correspondence from Legal Shield regarding billing, their statements are completely false.  I made monthly on-line payments through my bank in the amount of $19.95 and can provide monthly statements...

that reflect monthly payments made to Legal Shield initiated by me.  They did not automatically deduct payments from my account on the 11th of ANY month.  They invoiced me every month! I have always paid Legal Shield monthly.  I reviewed my online payment history which reflects ALL bills paid monthly through my bank, Chase Bank.  And, I contacted Chase Bank to further ensure there was never a auto-deduct arrangement set up between myself, Legal Shield and Chase Bank and was informed that no, there has never been any auto deduct payments authorized by me for Legal Shield.  Just as I receive my mortgage statement, utility statements, car statements and all other monthly bills, Legal Shield was one of the many invoices I received for payment MONTHLY.  The amount was $19.95 and I paid this monthly. Again, as of the date of this email, Chase Bank has verified the information provided to you, Revdex.com, this date of email.  An accounting of my monthly payments made to Legal Shield provided at the request of the Revdex.com.  Legal Shield is telling a false hood with regard to my billing arrangement, billing history. On the matter of Legal Shield providing me another clients account information via my email address and apologizes for my "dismay," it is not my dismay Legal Shield should be concerned over but the fact that another clients' information has been revealed to me!  Was that client notified of the breach?  He may be in "dismay."  Their lack of concern over a breach of client information is very concerning to me.  To the "wrong" individual, that information can be most lucrative.  It is fortunate that I am not of the criminal mind and am a law-abiding citizen.  But, what about MY account information?  What if, by the carelessness of Legal Shield, my information didn't end up in an upstanding citizens inbox but rather someone that saw the value of another person's personal information.  My life financially could be forever changed. Finally, Legal Shield is to provide, according to their Agreement of Service, a 30-minute consultation with an attorney and I was NOT provided with a 30 minute consultation prior to letters being sent out on my behalf.  As a result of attorneys' cutting the consultation short by approximately 15 minutes, inaccurate letters were sent on my behalf that inflamed and exacerbated a situation causing me to hire counsel, obviously NOT through Legal Shield.  This was a DIRECT cause for legal action taken against me.  When I voiced my concerns and complaint regarding not having the opportunity to review any letters sent out on my behalf, I was informed that "I didn't ask for that." This response is unbelievable to me and completely unacceptable. Several issues were brought to Legal Shield for assistance and each issue was met with challenges and wrought with problems in having a simple attorney letter written on my behalf.  For several years I paid Legal Shield without incident, and upon the purchase of my current home several real estate matters arose which prompted me to contact Legal Shield.  It has been a complete waste of money and it is unfortunate that I have paid for their services that I thought would add a certain level of security for a parent, homeowner, citizen when in reality it has pushed me into a lawsuit and further legal expenses based ENTIRELY upon their inaccurate correspondence. I do not want to hear from Legal Shield again.  I do not want to hear from the attorneys' Legal Shield has partnered with in Columbus, Ohio.
Sincerely,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because:It is obvious to me now again that Legal Shield company is a dishonest unreputable business engaging in false advertising and denying their customers the promised services and benefits outlined in their advertised...

offer and terms of service and membership rules. Customers like me who seek to use our Legal Shield services to any significant degree are treated rudely and roughly by their partner law firms and thereby discouraged from utilizing the services, although Legal Shield still hopes to keep customers on their membership rolls on an inactive basis to continue receiving their revenue flow, while having no intention to service them in good faith. After continued bad treatment from Legal Shield I disputed the previous back months of charges and insisted on a complete refund from my credit card company. 
Very truly,
[redacted]