Complaints
Customer Complaints Summary
- 49 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
It took 4 months for Metlife Legal to activate my account (associated with my name and address). For those 4 months, I did not have access to the service when I needed it. I was not offered a reimbursement for the premium I paid in those months while not having access to the service.
Now that I finally have access to the service, I find it is insanely dysfunctional. I need a lawyer to create a letter of demands for me, a relatively simple legal matter. I set the corresponding parameters in the MetLife legal search engine and I called more than 25 lawyers in my area. As it turns out, not a single one of them worked on this type of issue aka they were mislabeled in the metlife legal website. Metlife offered for me to find a non contracted lawyer and they will reimburse the fee up to $75. That is so ridiculous. There is no lawyer in this country that will make a letter of demands for that sum. I asked for the customer service to help me find a lawyer in network and they said "we have the same list as you we can't help you. This is awful service and quite simply misleading.
I want my premium refunded for the missed months and I want the service to do what they promised to do moving forward.
Business Response
Date: 06/20/2025
Greetings:
We have reviewed this information and will contacted the complainant directly under separate cover in response to the
stated matter due to privacy concerns. We appreciate your assistance in
bringing this matter to our attention and will work with the consumer to reach a prompt resolution.Thank You.
Business Response
Date: 07/03/2025
Hello:
Thank you for bringing this matter to our attention. We offered the consumer the Fee Reimbursement option to seek legal services from an provider outside of the attorney network- that is the final offer we are able to offer the consumer at this time. We will continue to assist the consumer as we are able. We look forward to being of assistance to the consumer in the future.
Thank You.
Customer Answer
Date: 07/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The reimbursment fee is ridiculous. No lawyer will ever accept to make a letter of demands for 75$
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
********* ******
Initial Complaint
Date:04/30/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After being laid off last April 11, 2024, I reached out to MetLife Legal to look into any continuation post employment and confirmed they have was a way to extend the plan through prepayment in advance. Unfortunately, I was misquoted the employer + spouse cost, & told I did not have to include the parent + plan like I had leading up to being laid off. This was great because my mother was moving out of state and my father had passed away. I was later told I had to pay for that even though it could not be utilized or needed and that would make up part of the annual paid in full cost, so roughly $100 above the previous quote, & I’m unemployed now with no idea when I might be working again. To top that off, there were delays getting the plan started; they claimed my credit card payment had to clear, despite ample available credit—it’s not a check. Then later a technical issue. Fast forward to bring reemployed again, & I was told if next company offered MetLife or similar plan, that wouldn’t be an issue & I wouldn’t be double charged, although I’ve paid a year in advance. Well, unfortunately again, I’m up to $63 dollars as of last pay check that MetLife Prepaid Legal has collected through my current employer despite the fact that my earlier paid in full a year in advance plan—the one with the unneeded parent supplement with one parent out of state and the other deceased, and so are my spouse’s parents as well, so neither of us have a need & that basically maxed out my credit card that near additional $100, then we lost a month roughly in delays getting the account back up and running where it’s fully operational by June, now I’ve been paying since January 1, 2025, for a plan I lost time to start and never began utilizing it although it was running sometime by like mid-June, I have paid into for years and for the first time I used it in November 2024, and I’m double paying, something I was told wouldn’t happen, but no one can tell me how to not get duplicate billed…Business Response
Date: 05/23/2025
Greetings:
Thank you for bringing this matter to our attention. The consumer should receive a check next week as requested. We will follow up with the consumer early next week to confirm delivery.
Thank You.
Customer Answer
Date: 05/29/2025
********** ********* ******* *********
***** ******* ****** **************************
***** **** *** *** **** ** **** **
******** *** *** **** * *** ******* **** *** *** ******* ******* ********* ********* ********* **********
*** ****** ******** ****** ***************************
*** *** ****** ********************** ** * **************************
I would like to updated that we accept now and this has been satisfactorily resolved.
*** ******
**** **** ** ******Initial Complaint
Date:04/11/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have tried several times to get legal assistance for an issue and every attorney has told me they can't help me or has not returned my calls. When I speak to MetLife legal, I'm told I should seek an attorney out of network. I was also told they would escalate my issue and someone would get back to me. What good is the plan if the participating attorneys will not provide the services that fall under the coverage of the plan. I'm just wasting my money every pay period with nothing in returnBusiness Response
Date: 05/07/2025
Hello:
We have resolved the complaint with the consumer. He instructed us via email to close the BBB complaint.
Thank You.
Customer Answer
Date: 05/07/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response provided by the business regarding complaint ID ********* and I find the resolution is satisfactory.
Regards,
******* *****Initial Complaint
Date:03/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've been paying for the MetLife Legal Plan through an employer for over a year now. Recently, a family business was sued and I searched MetLife Legal Plan's site for local attorneys who could provide defense. Three attorneys were listed under this criteria. We contacted all three. One said it was a "mistake" being listed. One said she couldn't help us as a part of the Legal plan program. One never called back.Business Response
Date: 04/09/2025
Greetings,
We have reviewed this
information, and we will contact the complainant directly under separate cover in
response to the stated matter due to privacy concerns. We appreciate your
assistance in bringing this matter to our attention.Initial Complaint
Date:03/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am paying for this service and can't even get a call back from any lawyer on the list! I feel like I should be able to cancel this service as it is wasted money. I have called everyone in the area and always get the same response. The attorney that handles Metlife will call you back. Never once has anyone called. I called one who told me he's not taking new clients. It is taking my money for absolutely NOTHING. I feel I should be compensated and able to cancel. It's free money for your company to not provide a serviceBusiness Response
Date: 04/09/2025
Greetings:
Thank you. We have reached out to the consumer, and we were able to provide assistance.
Thank you for bringing this to our attention.
Initial Complaint
Date:03/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I enrolled in a Metlife legal plan in November 2023. I recently used the plan to get legal advice. I called Metlife on 03-17-2025 to cancel the plan and I was told I couldn't cancel until the new enrollment period which was 10-2025 to 11-2025. I was never told when I enrolled that the plan couldn't be canceled until the enrollment period. I did not receive any documents explaining the cancellation policy. I would appreciate any assistance from the BBB to help me resolve this issue.
I would like Metlife to cancel my plan effective 03-17-2025. The monthly payment is $16.50 Metlife is insisting I pay that amount until 10-15-2025 which would be the earliest I could cancel.Business Response
Date: 04/09/2025
Hello:
We have reviewed this
information, and we will work directly with the complainant to reach a prompt resolution. We appreciate your
assistance in bringing this matter to our attention.Business Response
Date: 04/25/2025
Thank you for bringing this to our attention. We will continue to work with the consumer to bring about a resolution.
Thank You.
Customer Answer
Date: 04/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
****** *******
Response taken over the phone by BBB StaffWhen I first signed up there was not a statement on the enrollment that showed I was only able to cancel during October 15- November 15th. I received an email however, I have been with business for more than 12 months. Please honor my request to cancel.
Customer Answer
Date: 05/14/2025
On May 27,2025 I received an email from Metlife saying that April payment had been declined. They said I needed to update my billing info. That failing to do so would result in termination of my legal plan membership and I wouldn't be able to use their services.Business Response
Date: 06/08/2025
Thank You.
We are in receipt of the complaint received by the consumer. We will review and respond directly to the consumer. Thank you for bringing this to our attention.
Thank You.
Business Response
Date: 07/25/2025
Hello:
Thank you. We have terminated the plan member's coverage per his request and provided a refund. The consumer is no longer be billed for this service.
Please let us know if we can be of further service or if the consumer has additional questions.
Thank You.
Customer Answer
Date: 07/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.
Regards,
****** *******Initial Complaint
Date:03/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for their Legal services plan. I paid them in advance the 14th of February, 2025. I was not given access to the legal plan as contracted even though I had paid a month and a half in advance. Spoke with 3 separate phone representatives Vaughn, Pat, and Sammy. None were willing or able to assist me. I cancelled my plan because I was never given access yet they took money straight from my bank account! WHAT A SCAM!! This particular branch of Metlife is a scam! They won't let you create your own pass word to protect your account. They limit your "passwords parameters" to what they want it to be not what the customer wants!Business Response
Date: 03/17/2025
Hello:
Thank you. We have reviewed this information and will contact the complainant directly under separate cover in response to the stated matter due
to privacy concerns.We
appreciate your assistance in bringing this matter to our attentionInitial Complaint
Date:02/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
purchased legal plan under promises of
1. first 30 days of free trials
2. promises of small claims helpfully
3. promises of sending demand letter to other parties.
I enrolled for two specific cases of mine and talked to more than 30 attorneys to get help and none is willing to advise on me or willing to help. attorneys refer outside of the network. after continuous troubles, I called MetLife to cancel my plan and service within 30 days, and on Dec 24th, and enrolled in a federal program for araglegal.com/ metlife must return the money I paid for membership. I am not enough rich to pay for the legal plan that cannot help me for sure and refused service.
thanks
harryBusiness Response
Date: 03/26/2025
Greetings:
We have reviewed this information, and we will contact the complainant directly under separate cover in response to the
stated matter due to privacy concerns. We appreciate your assistance in
bringing this matter to our attention and we will work with the consumer to reach a prompt resolution.Thank You.
Initial Complaint
Date:02/12/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
MetLife Legal Plan Issues:
******* ***** in the escalations department refuses to return my call regarding problems with the
attorneys that I have been referred to.
Other staff members have taken my concerns yet no return call.
A supervisor is never available and never calls me back as well.
Today, Wednesday, February 12, I have spoken with a representative named Chris who transferred me to ******* who sounded like she was sleep. ******* put me on hold for 20 minutes telling me she called the law firm. ******* was supposed to simply located my complains and discussed the matter with me first. This is the most dysfunctional business I have
experienced that has such an outstanding name as MetLife. Services advertised are not actually
available. They only give $70.00 reimbursement if an outside attorney is secured. The service is simply horrible.Business Response
Date: 02/25/2025
Greetings:
Thank you for bringing this matter to our attention. The MetLife Legal Plans Panel Department reached out directly to the consumer to help resolve the concerns raised in the complaint.
The Panel Team is dedicated to working with the consumer to reach a resolution.
Thank You.
Customer Answer
Date: 02/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* ***Initial Complaint
Date:01/25/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Friday January 17, 2025 I contacted Metlife customer service because I did not have access to the account I pay monthly for. I was told they would put in a service order and someone would be in touch after the long weekend due to Martin Luther King day. Which they sent an email to my deceased husband's email saying I should have access. I did and today January 25, 2025 I do not have access again and they just took mt payment of $24.95 on credit card yesterday. I would like them to tell me why this is happening and give.me refunds for a few months due to the inconvenience. And to get.MY account fixed with my email, my phone number and to keep the access available all the time since I do pay them for it.Business Response
Date: 02/17/2025
Hello:
Thank you for bringing this matter to our attention. We are actively working with the consumer to bring about a prompt resolution to the complaint.
Thank you again.
Customer Answer
Date: 02/22/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Waiting on refund for 12 months.
Regards,
**** ******
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