Verified Company
Poor customer service
I called legalshield on 02/20/2025, on or around 2:37 pm PST. I got to legalshield's Interactive Voice Response system ("IVR"). I pressed 0 and the IVR willfully and
deliberately disconnected the call on me. It said "Please call legalShield later, good bye." This is egregious. Under no circumstance should an IVR purposely disconnect the call on a customer. The IVR is by design and is inappropriate. I then called back and the IVR transferred me to the wrong department. I spoke to Oscar in sales. He said I needed to be transfered to the membership department so l can make a payment. I asked to be transferred to membership, however, he refused. He said I have to give him my PlI and membership number in order to be transferred. I said no thank you, l'd rather authenticate in the membership department. Oscar again refused to transfer and disconnected the call on me. In addition, he interrupted me multiple times while I was speaking even when asked not to. I asked Oscar to get a supervisor and he said none were available. I was forced to call back a third time. I spoke to a female supervisor in the membership department by the name of Breanna in Oklahoma and complained about the IVR issue and Oscar disconnecting the call on me.
She showed no empathy or sympathy. I then asked her to remove my existing debit card on file and she refused. She said not until l add a new card on file. I provided my new debit card and she said legalshield doesn't accept prepaid cards (yet their business is called "prepaid legal services"). This is egregious and I'm shocked at legalshield's poor customer service. This gives legalshield a bad look. Moreover, this is not a one-time isolated event, it is a pattern and practice. I have experienced poor customer service from legalshield in the past and filed a complaint with the BBB. Legalshield responded apologizing. Stay away from legalshield.
