Paid for Legal Help, Got Confusion Instead
My experience with LegalShield from start to finish was an absolute disaster. I am genuinely surprised the company is still in business because no one I spoke with seemed to know what was going on, and I was repeatedly given conflicting information. The problems started when I signed up for a **personal** LegalShield membership and submitted documents for a legal matter. Shortly afterward, I received a call informing me that my issue was considered a **business matter** and that I would need a business membership instead. Following those instructions, I canceled my personal plan, opened a business membership the next day, resubmitted all of my documents, and waited to hear from an attorney. Later that same day, I received another call telling me the exact opposite; that my issue was actually a **personal matter** and that the business membership could not assist me. When I explained that I had already opened a personal account first and had been instructed to switch to a business plan, the representative sounded confused and surprised. She acknowledged that something was clearly wrong but ultimately told me they still could not help. To make matters worse, when I called seeking clarification about my business membership, I was told my account didn't even have a business name attached to it, even though I had entered my business name, submitted my EIN, and could see the information in my online profile. I was transferred to another department to correct the issue, only to be told that because the account was less than 24 hours old, no changes could be made. I was simply passed between departments and left on hold without any resolution. At that point, I decided I wanted nothing more to do with LegalShield and called to cancel the business membership. Ironically, the representative actually laughed and commented on how absurd the situation was. While she found it amusing, I certainly did not. I was then told that canceling over the phone was not enough and that I also needed to submit my cancellation request in writing via email. I sent the cancellation request to the email address I was specifically instructed to use. Later, I contacted customer support through chat to confirm it had been received, only to be told I had been given the **wrong email address**. Once again, I had received incorrect information from LegalShield. I then sent the same cancellation request to a different email address that I was told was the correct one. Another consistent issue was the quality of the live chat support. The chat representatives always seemed to be in a hurry to end the conversation, repeatedly asking whether there was "anything else they could help me with" even though my issue had not actually been resolved. Rather than taking the time to investigate the problem or ensure I had received accurate information, the interactions felt rushed and focused on closing the chat as quickly as possible. This only added to the frustration and reinforced the impression that resolving customer issues was not a priority. Even after all of that, the problems continued. This morning, I received another call from the assigned law firm attempting to move forward with my case even though I had already been told that both memberships were being canceled. After countless phone calls, multiple chat conversations, repeated transfers between departments, conflicting instructions, and multiple cancellation emails, I have now been told that my accounts are canceled and that I should receive a refund. At this point, however, I have very little confidence that I have finally been given accurate information. This was one of the most disorganized and frustrating customer service experiences I have ever had. Instead of receiving legal assistance, I spent days being bounced between departments, given contradictory instructions, and correcting mistakes made by LegalShield representatives. I would not recommend this service to anyone.