Office of Citizen Services and Innovative Technologies

GSA Federal Citizen Information Center

USA.gov/consumer

2012

Consumer 

Action

Handboo k

be a

s m a r t e r 

co n su mer
contributors

American Cleaning Institute

American Express Company

American Financial Services Association 

Education Foundation

Bridgestone Retail Operations, LLC

The Colgate-Palmolive Company

Consumer Product Safety Commission

Department of Veterans Affairs

Federal Deposit Insurance Corporation

Federal Trade Commission

Financial Industry Regulatory Authority

General Services Administration

Government Printing Office

Kellogg Company

LeadingAge

Mozilla Firefox

National Futures Association

The Procter & Gamble Company

Securities and Exchange Commission

Society of Consumer Affairs Professionals 

International

The Federal Citizen Information Center would like to express its gratitude 

to the partners listed below who helped make possible the publication of 

the 2012 Consumer Action Handbook:
GSA Administrator

January 2012

Welcome to the 2012 edition of the Consumer Action Handbook. The U.S. General 

Services Administration’s (GSA) Office of Citizen Services and Innovative Technologies 

updates this resource annually to help you be an informed consumer. 

As we all become busier and balance more responsibilities, it’s very important to get

reliable information quickly and easily. This Handbook helps you do just that, by 

combining valuable consumer information from across many Government agencies into

one practical book. A variety of topics, such as retirement, funding college education, 

online safety, and energy efficient appliances are all covered here. This same

information can also be found online at USA.gov. 

The Handbook is just one way that GSA strives to make access to Government

information easy. To get answers to all your Government questions, visit USA.gov and 

GobiernoUSA.gov, or phone 1-800-FED-INFO (333-4636). You can also download or 

order this Handbook and other printed Government resources at the new

Publications.USA.gov. 

Sincerely, 

Martha Johnson

Administrator

 December 9, 2011

Welcome to the Consumer Action Handbook.

Each day, families across America navigate complex decisions, from buying a home or 

car to paying off a loan or using a credit card. That is why protecting American 

consumers remains a top priority for my Administration. With new credit card rules and

the Dodd-Frank Wall Street Reform and Consumer Protection Act, we have taken

concrete steps to empower the American consumer. We understand how crucial it is for

consumers to be able to make the best choices for their families, and these commonsense reforms will protect both consumers and our economy as a whole.

The annual handbook published by the General Services Administration provides clear 

and practical information to help Americans make informed consumer decisions. From

information on using credit wisely and preventing identity theft to filing a consumer

complaint, this guide brings you the latest information about your consumer rights and

responsibilities.

I encourage you to take full advantage of this valuable resource. 
II www.USA.gov To contact an organization, use the directory beginning on page 62.

Table of contents

PART I: Be A Savvy Consumer ............................... 2

Buyer Beware............................................................. 2

Before You Buy .......................................................................2

Service Contracts And Extended Warranties.................2

Product Safety Recalls .........................................................2

Identifying And Stopping Fraud.........................................3

After You Buy..........................................................................3

Banking...................................................................... 3

ATM/Debit Cards ..................................................................3

Prepaid Cards.........................................................................4

Savings And Checking .........................................................4

Unsolicited Checks And Credit Offers ............................5

Cars............................................................................. 6

Buying A New Car..................................................................6

Buying A Used Car ...............................................................6

Dealer Versus Private-Party Purchases...........................7

Financing..................................................................................7

Leasing .....................................................................................8

Recalls, “Lemon” Laws, And Secret Warranties............8

Renting......................................................................................9

Repairs......................................................................................9

Car Repossessions ...............................................................9

Credit.........................................................................10

Credit Cards ..........................................................................10

Credit Reports And Scores............................................... 11

Dealing With Debt ..............................................................13

Loans.......................................................................................15

Financing Your Education........................................15

Paying For College 101 ........................................................15

Student Financial Aid .........................................................16

Employment..............................................................17

Employment Agencies........................................................17

Work-At-Home Companies ..............................................17

Unemployment .....................................................................18

Food And Nutrition ..................................................18

Healthy Food Choices.........................................................18

Food Safety............................................................................18

Grocery Shopping ...............................................................19

Going Green ..............................................................19

Buying Green ........................................................................20

Reusing And Recycling .....................................................20

Health Care ..............................................................20

Choosing A Doctor.............................................................21

Choosing A Health Care Facility .....................................21

Prescription Drugs .............................................................22

Medicare Prescription Drug Coverage ...........................22

Housing ....................................................................23

Buying A Home.....................................................................23

Avoiding Foreclosure..........................................................24

Moving Companies..............................................................25

Home Improvement And Repairs ....................................25

Renting/Leasing...................................................................27

Insurance...................................................................27

Auto Insurance.....................................................................28

Disability Insurance.............................................................28

Health Insurance..................................................................28

Health Care Plans ................................................................29

Homeowners’/Renters’ Insurance ...................................29

Life Insurance........................................................................30

Long-Term Care Insurance................................................30

Other Insurance ...................................................................30

Internet......................................................................31

Choosing Service Providers..............................................31

Wireless Computing ...........................................................32

Online File Sharing ..............................................................32

Online Copyright Issues.....................................................33

Preventing Online Fraud.....................................................33

Spam ......................................................................................34

Investing....................................................................35

Online Trading ......................................................................36

Financial Brokers And Advisors ......................................37

Investing In Gold .................................................................37

Retirement Planning............................................................37

Phones.......................................................................38

Slamming And Cramming.................................................38

Cell Phones ...........................................................................39

Smart Phones .......................................................................40

Pay-As-You-Go Plans.........................................................40

VoIP.........................................................................................40

Privacy Protection & Identity Theft .......................40

Reporting Identity Theft.....................................................41

Protecting Your Privacy......................................................41

Financial Privacy...................................................................42

Medical Privacy.....................................................................42

Online Privacy .......................................................................42

Smart Home Shopping ...........................................43

Your Rights: Shopping From Home.................................43

Your Rights: 3-Day Cooling-Off Rule..............................43

Online Shopping ..................................................................44

Online Auctions And Sellers............................................44

Telemarketing & Unwanted Mail ............................45

National Do Not Call Registry...........................................45

Pre-Recorded Messages....................................................45

Telemarketing Sales Calls..................................................45

Travel ........................................................................46

Resolving Air Travel Problems .........................................47

Passports...............................................................................48

Travel Safety..........................................................................48

TV..............................................................................49

Cable.......................................................................................49

Satellite...................................................................................49

Internet TV.............................................................................49

TV Options............................................................................49

Utilities .....................................................................49

Electricity And Natural Gas...............................................49

Water.......................................................................................50

Wills & Funerals .......................................................50

Planning For The End Of Life ............................................50

Wills ........................................................................................51

Choose An executor ...........................................................51

Funerals..................................................................................51

Veterans Cemeteries...........................................................52

PART II: Filing A Complaint....................................53

Contact The Seller...............................................................53

Contact Third Parties..........................................................53

Dispute Resolution Programs...........................................55

Small Claims Court..............................................................55

Legal Help And Information..............................................55

Report Fraud & Safety Hazard...........................................56

Sample Complaint Letter...................................................57

PART III: Key Information Resources ....................58

Emergency Preparedness..................................................58

For Teachers..........................................................................58

For Persons With Disabilities...........................................59

For Military Personnel.........................................................59

PART IV: Consumer Assistance Directory............62

Index........................................................................ 147
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 1

Quick Consumer Tips

Tips for Using 

This Handbook

This everyday guide to being a smart shopper is 

full of helpful tips about preventing identity theft, 

understanding credit, filing a consumer complaint, 

and more. Use the margins to make notes, write 

questions, or record other useful information. The 

information and resources you’ll need are arranged 

as follows:

Part I—Be A Savvy Consumer

Read this section for advice before you make a 

purchase. To quickly locate specific topics and 

information, look in the Table of Contents and 

Index (p. 147).

Part II—Filing a Comp laint

Turn to this section for suggestions on resolving 

consumer problems. The sample complaint letter 

on page 57 will help you present your case.

Part III—Key Informati on

Resources

Look here for a list of public resources and contact 

information.

Part IV—Consumer Assistance

Direct ory

Here you’ll find contact information for corporate 

offices, consumer organizations, trade groups, 

government agencies, and more. 

visit us online

A searchable version of this Handbook is available 

online at USA.gov and in Spanish at 

GobiernoUSA.gov. You can also order or download 

an electronic version of th Handbook and hundreds 

of other consumer publications at

Publications.USA.gov.

As a savvy consumer, you should always be on the 

alert for shady deals and scams. To avoid becoming 

a victim, keep these things in mind: 

 1. A deal that sounds too good to be true usually is! 

Be wary of promises to fix your credit problems, 

low-interest credit card offers, deals that let you 

skip credit card payments, work-at-home job 

opportunities, risk-free investments, and free 

travel.

 2. Don’t share personal information with someone 

you don’t know or trust. Learn how to recognize 

fraud. 

 3. Beware of payday and tax refund loans. Interest 

rates on these loans are usually excessive. A cash 

advance on a credit card may be a better option. 

 4. Read and understand any contract or legal 

document you are asked to sign. Do not sign a 

contract with blank spaces or where the terms are 

incomplete.

 5. Get estimates from several contractors for home 

or car repairs. Make sure the estimates are for the 

exact same repairs for a fair comparison. 

 6. When paying for your purchases, watch the cash 

register screen. If you think the price that has been 

charged is incorrect, speak up. 

 7. Before you buy, make sure you understand and 

accept the store’s refund and return policies, 

especially for services and facilities that charge 

monthly fees. 

 8. Don’t buy under stress. Avoid making big-ticket 

purchases during times of duress (e.g., coping 

with a death or debt).

 9. When shopping online, look for the padlock icon 

in the bottom corner of your screen or a URL that 

begins with “https” to ensure that your payment 

information is transmitted securely.

10. If you are having difficulty making payments on 

loans, notify your lender immediately so that you 

can work out a payment plan.
2 www.USA.gov To contact an organization, use the directory beginning on page 62.

Part I: Be A Savvy Consumer

Buyer Beware

BEFORE YOU BUY

To avoid problems and make better decisions, use 

this checklist BEFORE you make a purchase:

•	 Decide in advance exactly what you want and what

you can afford. 

•	 Do your research. Ask family, friends, and others

you trust for advice based on their experience. 

Gather information about the seller and the item 

or service you are purchasing.

•	 Review product test results and other information

from consumer experts. See general resources in 

Part III (p. 58) or check the Handbook index 

(p. 147) for specific information.

•	 Get advice and price quotes from several sellers.

•	 Make sure that the seller has all appropriate

licenses. Doctors, lawyers, contractors, and other 

service providers must register with a state or 

local licensing agency (p. 112).

•	 Check out a company’s complaint record with your

local consumer affairs office (p. 112) and Better 

Business Bureau (p. 66).

•	 Get a written copy of guarantees and warranties.

•	 Get the seller’s refund, return, and cancellation

policies. 

•	 Ask whom to contact if you have a question or

problem. 

•	 Read and understand any contract or legal

document you are asked to sign. Make sure there 

are no blank spaces. Insist that any extras you are 

promised be put in writing.

•	 Consider paying by credit card. If you have a

problem, you can dispute a charge made on your 

credit card (p. 11).

•	 Don’t buy on impulse or under pressure. This

includes donating to charity. 

Service Contracts and

Extended Warranties

Service contracts or “extended warranties” can 

add hundreds to your purchase price and are rarely 

worth the cost. Some duplicate warranty coverage 

you get automatically from a manufacturer or dealer. 

Ask these questions before you agree to one of 

these contracts:

•	 Does the dealer, the manufacturer, or an

independent company back the service contract?

•	 How are claims handled? Who will do the work,

and where will it be done? 

•	 What happens to your coverage if the dealer or

administrator goes out of business?

•	 Do you need prior authorization for repair work?

•	 Are there any situations when coverage can

be denied? You may not have protection from 

common wear and tear, or if you fail to follow 

recommendations for routine maintenance.

Product Safety Reca lls

Before you buy a used vehicle or other second-hand 

product, check to be sure it hasn’t been recalled for 

safety reasons. Some recalls ban the sale of an item, 

while others ask consumers to return the item for 

replacement or repair. Sometimes, a seller provides 

a part that reduces the danger of using the product.

If you’re buying a product for a child, be especially 

vigilant. Each year, there are about 300 recalls of 

children’s products such as toys, clothing, cribs, 

and costume jewelry. Visit the websites in the 

“Check Here for Recalls” box for the latest safety 

recalls. Download the app from Recalls.gov onto 

your mobile phone to stay informed about recalled 

products while you are on the go. You can also sign 

up for free e-mail notifications at www.cpsc.gov/

cpsclist.aspx. 

Check Here 

For Recalls

•	 www.recalls.gov lists 

government-initiated 

recalls from federal 

agencies.

•	 www.nhtsa.gov lists recalls and safety information on vehicles 

and equipment.

•	 www.fsis.usda.gov lists recalls that involve meat, poultry, or 

processed egg products.

• www.fda.gov lists recalls that involve food, medicines, medical 

devices, cosmetics, biologics, and pet food.

• Report incidents and safety concerns with consumer products, 

search for incidents, reported by others at Saferproducts.gov.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 3

BANKING

Identifying and Stopping Fraud

Look for these warning signs to avoid fraud:

• You are asked for your bank account or credit card

number. 

•	 Someone you don’t know offers you the chance to

receive a credit card, loan, prize, lottery, or other 

valuable item, but asks you for personal data to 

claim it.

•	 The solicitation looks like a government document

and suggests that contest winnings or unclaimed 

assets are yours for a small fee. (The government 

doesn’t solicit money from citizens.)

•	 Someone you don’t know asks you to send money

or money orders to claim a prize, lottery, credit 

card, loan, or other valuable offer.

• An unknown caller claiming to be a lawyer or in

law enforcement offers to help you get your money 

back (for a fee).

•	 The deal is only good “for today” or a short time.

•	 A “repair person” suddenly finds a dangerous

defect in your car or home.

•	 You are given little or no time to read a contract.

• 	A sale item is suddenly unavailable, but a “much

better item” is available for slightly more money. 

•	 Someone is trying to scare you into purchasing

credit protection plans.

To learn more about avoiding identity theft and 

fraud, go to page 41.

After You Buy

Even careful buyers can run into unforeseen 

problems later on. To minimize them, follow these 

steps after you buy:

•	 Save all papers that come with your purchase.

Keep all contracts, sales receipts, canceled 

checks, owner’s manuals, and warranty 

documents. 

•	 Read and follow product and service instructions.

The way you use or take care of a product might 

affect your warranty rights.

BANKING

ATM/Debit Cards

With a debit card and personal identification 

number (PIN), you can use an Automated Teller 

Machine (ATM) to withdraw cash, make deposits, 

or transfer funds between accounts. Some ATMs 

charge a fee if you are not a member of the ATM 

network or are making a transaction at a remote 

location.

Retail purchases can also be made with a debit 

card. You enter your PIN or sign for the purchase. 

Although a debit card looks like a credit card, the 

money for the purchase is transferred immediately 

from your bank account to the store’s account. 

When you use a debit card, federal law does not give 

you the right to stop payment. You must resolve the 

problem directly with the seller. 

If you suspect your debit card has been lost or 

BANKING

Quick Tips For Avoiding Fraud

There are many varieties of consumer frauds, 

but the most common ones are variations of fake 

check scams, credit repair, free trips offers, and 

sweepstakes. Here are some tips to help you 

avoid being a victim:

•	 Don’t give out personal information. Be 

suspicious of anyone you don’t know who asks 

for your Social Security number, birthdate, 

credit card number, bank account number, 

password, or other personal data. 

•	 Don’t be intimidated. Be suspicious of calls 

or e-mails that want you to provide or verify 

personal information immediately. Tell them 

you’re not interested and hang up or don’t reply 

to the e-mail.

•	 Monitor your accounts. Review bank and 

credit card statements carefully, and report 

unauthorized transactions to your financial 

institution immediately.

•	 Use a shredder. Tear or shred credit offers 

you receive in the mail, bank statements, 

insurance forms, and other papers with 

personal information.

Protect Your PIN

Beware of “shoulder surfers.” Be suspicious of anyone lurking 

around an ATM or watching over your shoulder while you use 

your card. Some thieves even put a device over the card slot of 

an ATM to read the magnetic strip and record your PIN; this is 

known as “skimming”. If you suspect criminal activity, walk away 

and use a different ATM. 
4 www.USA.gov To contact an organization, use the directory beginning on page 62.

BANKING

stolen, call the card issuer immediately. While 

federal law limits your liability for a lost or stolen 

credit card to $50, your liability for unauthorized 

use of your ATM or debit card can be much greater, 

depending on how quickly you report the loss. 

•	 If you report a debit card missing before it is used,

you are not responsible for any unauthorized 

withdrawals. 

•	 Your liability is limited to $50 if you report the loss

within two business days after you realize your 

debit card is missing and to $500 if you report the 

loss between two and 60 days. 

•	 If you have not reported an unauthorized use

of a debit or ATM card within 60 days after your 

bank mails the statement documenting the 

unauthorized use, you could lose all the money in 

your bank account as well as the unused portion 

of your line of credit established for overdrafts.

Check the policies of your card issuer. Some offer 

more generous limits on a voluntary basis. 

Federal Reserve rules give debit and ATM card 

users additional protections covering overdrafts. 

Generally, banks cover your overdrafts by charging 

you a fee or offering an overdraft protection 

plan, similar to a line of credit. If your bank pays 

overdrafts, you have the option to opt in to this 

service for most ATM and debit card transactions. 

Banks must disclose this option, the amount of the 

overdraft fee, and the customer’s right to cancel this 

service. For more information, go to

www.federalreserve.gov/consumerinfo.

Prepaid Cards

Prepaid cards issued by banks and other 

government-regulated organizations offer 

consumers a way to make payments and conduct 

other financial transactions. There are plenty of 

situations where a prepaid card might be the most 

convenient choice, but be sure you understand the 

key terms and conditions BEFORE you buy. 

Many cards carry protections similar to credit and 

debit cards. To obtain these benefits, you must 

follow the instructions for registering and activating 

your card. Be sure to record your card information, 

including the customer service telephone number 

listed on the back of the card in a separate place, so 

you can get a replacement if yours is lost or stolen. 

If you have a problem with a prepaid card, first 

contact the customer service number. If the problem 

still isn’t resolved, you may want to file a complaint 

with the proper authorities:

•	 For cards issued by retailers, contact the FTC

(p. 106). You may also file a complaint with your 

local consumer protection office (p. 112).

•	 For cards issued by national banks, contact the

Office of the Comptroller of the Currency (p. 104).

•	 For cards issued by state banks, contact the FDIC

(p. 106) or state banking authority (p. 126).

Savings And Checking

When it comes to finding a safe place to put your 

money, there are a lot of options. Savings accounts, 

checking accounts, certificates of deposit (CD), and 

money market accounts are popular choices. Each 

has different rules and benefits that fit different 

needs. When choosing the one that is right for you, 

consider:

Minimum deposit requirements. Some accounts 

can only be set up with a minimum dollar amount. 

If your account goes below the minimum, the 

bank may not pay you interest on the money you 

deposited and you may be charged extra fees.

Limits on withdrawals. Can you take money out 

whenever you want? Are there any penalties for 

doing so?

Interest. How much (if anything) is paid and when? 

Daily, monthly, quarterly, yearly? To compare rates 

offered locally to those from financial institutions 

around the nation, visit www.bankrate.com.

before you swipe your debit card

Although both credit cards and debit cards are easy ways to pay 

for your purchases, debit cards have some different levels of 

consumer protection and potential for consumer fees. Debit cards 

are directly connected to your bank account, so when you swipe 

your card, make sure that you have the money in your account to 

pay immediately. If you don’t have enough money in your account, 

your bank may “lend” you the 

money and pay the overage. 

However, it may charge you up 

to $35 for this courtesy, even 

if the dollar amount the bank 

covered was small. Some banks 

also charge you a monthly fee for 

making purchases with your debit 

card.

Debit cards don’t offer as much 

protection against fraudulent use, 

or if your card is lost or stolen. 

Also, if you need to dispute a 

purchase, you are in a weaker 

position because the merchant already has the money and will only 

return it if you win the dispute.

Another fact to keep in mind is that when you use your debit card 

to make reservations for hotels or rental cars, a hold is placed on 

your card (and your checking account), which can affect your other 

pending transactions. Even if the hold is removed, it may take as 

long as a week until the funds are available to you again.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 5

banking

Deposit insurance. Make sure your bank is 

a member of the Federal Deposit Insurance 

Corporation (FDIC). This agency protects the 

money in your checking and savings accounts, 

certificates of deposit (CDs), and IRA accounts up 

to $250,000. For more information, see page 106 or 

visit www.fdic.gov.

Credit unions. A credit union is a nonprofit, 

cooperative financial institution owned and run 

by its members. Like the FDIC does for banks, 

the National Credit Union Share Insurance Fund 

(NCUSIF) insures a person’s savings up to $250,000. 

Convenience. How easy is it to put money in and 

take it out? Are there branches or ATMs close to 

where you work and live? Can you bank by phone or 

Internet? 

If you are considering a checking account or another 

type of account with check-writing privileges, add 

these items to your list of things to think about:

Number of checks. Is there a maximum number 

of checks you can write per month without incurring 

a charge?

Account and check fees. Is there a monthly fee for 

the account or a charge for each check you write? 

Debit card fees. Are there fees for using your debit 

card?

Holds on checks. Is there a waiting period for 

checks to clear before you can withdraw the money 

from your account? 

Overdrafts. If you write a check for more money 

than you have in your account, what happens? 

You may be able to link your checking account to a 

savings account to protect yourself. 

Bounced checks. It’s your responsibility to have 

sufficient funds in your account to cover checks that 

you write. Your bank will charge you for insufficient 

funds. Bounced checks can also blemish your credit 

record, so you may want to talk to your bank about 

overdraft protection.

Unsolicited Checks And

Credit Offers

If you cash an unsolicited check you’ve received in 

the mail, you could be agreeing to pay for products 

or services you don’t want or need. In addition, 

those “guarantees” for credit cards or loans, without 

consideration of credit history, are probably a 

scam. Legitimate lenders never guarantee credit. 

For more information on how to identify fraudulent 

solicitations, visit www.ftc.gov. 

Legitimate offers of credit often come in the form of 

“convenience checks,” which credit card companies 

enclose with your monthly statement. However, 

these convenience checks may carry higher fees, 

a higher interest rate, and other restrictions. If you 

don’t want the checks, be sure to shred them to 

protect yourself from “dumpster divers” and identity 

thieves.

Contact the proper regulatory agency below.

Type of Institution Regulatory Agency

State-chartered 

banks and trust 

companies 

Federal Deposit Insurance 

Corporation (p. 106) 

and state banking 

authorities (p. 126)

Banks with National 

in the name or N.A. 

after the name 

Office of the Comptroller 

of the Currency, U.S. 

Department of the Treasury 

(p. 104)

Federal savings and 

loans and Federal 

savings banks

Office of the Comptroller of 

the Currency, Department 

of the Treasury (p. 104)

Federally chartered 

credit unions

National Credit Union 

Administration (p. 107)

State-chartered banks 

that are members of 

the Federal Reserve 

System

Federal Reserve System 

(p. 106)

banking

Beware: CASH TOP -UP Scams

Cash top-up cards can be a convenient way to 

transfer money to other accounts. They are not 

designed to be used directly with retailers or 

online merchants; rather they are used to reload 

money on accounts that you control, such as your 

debit card. 

Unfortunately, scammers know the ease and 

convenience of using these cards. They persuade 

you to share your top-up card number directly 

with them instead of using a wire or escrow 

service. However, if you send the top-up number 

you’ll be left without the merchandise you were 

promised or your money. To protect yourself from 

these scams:

•	 Guard your top-up card like it is cash.

•	 Be wary of advertisements where you are asked 

to pay with a cash top-up card.

•	 Don’t share your top-up card number with 

someone you don’t know, even if a merchant 

asks you to e-mail it to them.

•	 Never use these cards to pay taxes or fees on 

lottery or sweepstakes winnings. It’s likely that 

you haven’t won anything. Dumpster 

divers sift 

through trash 

in search of 

your personal 

information.
6 www.USA.gov To contact an organization, use the directory beginning on page 62.

cars

CARS

Whether you are buying or leasing a vehicle, 

these tips will help you get the best deal and avoid 

problems:

•	 Decide what kind of vehicle best suits your needs

and budget. 

•	 Check out the seller. For car dealers, check with

your state or local consumer protection agency 

(p. 112) and Better Business Bureau (p. 66). If 

you’re buying from an individual, check the title to 

make sure you’re dealing with the vehicle’s owner. 

•	 Take a test drive. Drive at different speeds and

check for smooth right and left turns. On a straight 

stretch, make sure the vehicle doesn’t pull to one 

side.

•	 Handle trade-ins and financing separately from

your purchase to get the best deal on each. Get a 

written price quote before you talk about a trade-in 

or dealer financing.

•	 Shop in advance and compare financing options

at your credit union, bank, or finance company. 

Look at the total finance charges and the Annual 

Percentage Rate (APR), not just the monthly 

payment.

•	 Read and understand every document that you are

asked to sign. 

•	 Don’t take possession of the car until all

paperwork is final.

• Choose an auto insurance policy that is right for

you (p. 28).

Buying A New Car

Do your research first and compare vehicles. Four 

key resources that offer vehicle performance, 

service, and safety information are: Consumer 

Reports (www.consumerreports.org), Motor Trend

(www.motortrend.com), Car and Driver 

(www.caranddriver.com), and Edmunds automotive 

books and network (www.edmunds.com). 

•	 Research the dealer’s price for the car and

options. It’s easier to get the best price when you 

know what the dealer paid for a vehicle. The dealer 

invoice price is available on a number of websites 

and in printed pricing guides. Consumer Reports

offers the wholesale price: this figure factors in 

dealer incentives from a manufacturer and is a 

more accurate estimate of what a dealer is paying 

for a vehicle.

•	 Find out whether the manufacturer is offering

rebates that will lower the cost. For more 

information, visit www.carsdirect.com and 

www.autopedia.com/html/Rebate.html.

•	 Get price quotes from several dealers. Find out if

the amounts quoted are the prices before or after 

rebates are deducted.

•	 Avoid low-value extras such as credit insurance,

extended warranties, auto club memberships, 

rustproofing, and upholstery finishes. You do 

not have to purchase credit insurance in order to 

get a loan. See Service Contracts and Extended 

Warranties (p. 2).

• Hybrid-electric cars are becoming popular

among consumers interested in fuel economy 

and reducing their negative impact on the 

environment. These cars combine the benefits of 

gasoline engines and electric motors and can be 

configured to achieve different objectives such 

as improved fuel economy, increased power, or 

additional auxiliary power. Tax breaks may also 

be available for qualifying vehicle purchases. 

For more information about hybrids, electric 

vehicles, alternative fuels, and tax incentives, 

visit www.fueleconomy.gov. 

Buying A Used Car

•	 Learn what rights you have when buying a

used car. Contact your state or local consumer 

protection office (p. 112).

•	 Find out in advance what paperwork you will need

to register a vehicle. Contact your state’s motor 

vehicle department. See www.usa.gov/Topics/

Motor_Vehicles.shtml.

•	 Check prices of similar models using the NADA

Official Used Car Guide (www.nadaguides.com) 

published by the National Automobile Dealers 

Association (p. 65) or the Kelley Blue Book

GOVERNMENT FUEL ECONOMY WEB PAGES

•	 www.epa.gov/emissweb is a green vehicle guide that can 

help you identify vehicles that are fuel-efficient and have cleanrunning engines. 

•	 www.fueleconomy.gov compares the miles-per-gallon ratings 

of different vehicle models manufactured since the mid-1980s. 

• www.fueleconomy.gov/feg/savemoney.shtml calculates 

annual fuel estimates.

Be wary of gas-saving automotive devices or gas or oil additives.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 7

cars

 (www.kbb.com). These guides are usually 

available at local libraries.

•	 Research the vehicle’s history. Ask the seller

for details concerning past owners, use, and 

maintenance. Next, find out whether the car has 

been damaged in a flood, involved in a crash, been 

labeled a “lemon,” or had its odometer rolled back. 

The vehicle identification number (VIN) will help 

you do this.

•	 Your state motor vehicle department can research

the car’s title history. Inspect the title for “salvage,” 

“rebuilt,” or similar notations. 

•	 The National Highway Traffic Safety

Administration’s (NHTSA) website 

(www.nhtsa.gov) lists VINs of its crash-test 

vehicles and will let you search an online database 

of manufacturer service bulletins. 

•	 The websites www.carfax.com and 

www.autocheck.com sell information on the 

history of vehicles gathered from state motor 

vehicle departments and other sources. These 

reports are helpful but do not guarantee that a 

vehicle is accident-free.

•	 The Center for Auto Safety (www.autosafety.org) 

provides information on safety defects, recalls, 

and “lemons” as well as service bulletins.

•	 Make sure any mileage disclosures match the

odometer reading on the car. 

•	 Check the warranty. If a manufacturer’s warranty

is still in effect, contact the manufacturer to make 

sure you can use the coverage. 

•	 Ask about the dealer’s return policy. Get it in

writing and read it carefully.

•	 Have your mechanic inspect the car. Talk to the

seller and agree in advance that you’ll pay for 

the examination if the car passes inspection, 

but the seller will pay if significant problems are 

discovered. A qualified mechanic should 

check the vehicle’s frame, tires, air bags, and 

undercarriage as well as the engine.

•	 Examine dealer documents carefully. Make sure

you are buying—not leasing—the vehicle. Leases 

use terms such as “balloon payment” and “base 

mileage” disclosures.

Dea ler Versus Private -Party

Purchases

In general, buying a used car from a dealer is a safer 

option because you are dealing with an institution, 

which means you are better protected by law. The 

Federal Trade Commission (FTC) requires dealers 

to post a Buyer’s Guide in the window of each used 

car or truck on their lot. This guide specifies whether 

the vehicle is being sold “as is” (in the current 

condition of the vehicle, without a warranty) or with 

a warranty, and what percentage of repair costs a 

dealer will pay under the warranty. Keep in mind that 

private sellers generally have less responsibility than 

dealers do for defects or other problems. FTC rules 

do not apply to private-party sales.

Expect to pay higher prices at a dealer than if you 

buy from an individual. Many dealers inspect their 

cars and provide an inspection report with each 

one. However, this is no substitute for your own 

inspection. Some dealers provide limited warranties, 

and most sell extended warranties. Watch out for 

dealer warranties that are “power train” warranties 

only, and not “bumper-to-bumper,” full-coverage 

warranties. It’s best to compare warranties that are 

available from other sources.

Some dealers provide “certified” cars. This 

generally means that the cars have had a more 

thorough inspection and come with a limited 

warranty. Prices for certified cars are generally 

higher. Be sure to get a list of what was inspected 

and what is covered under the warranty.

Purchasing a car from a private seller may save 

you money, but there are risks. The car could be 

stolen, damaged, or still under a finance agreement. 

If a private seller lies to you about the condition of 

the vehicle, you may sue the individual if you have 

evidence and you can find him or her. An individual 

is very unlikely to give a written warranty.

FINANCING

Most car buyers today need some form of financing 

to purchase a new vehicle. Many use direct lending, 

that is, a loan from a finance company, bank, or 

credit union. In direct lending, a buyer agrees to pay 

the amount financed, plus an agreed-upon finance 

charge, over a specified period. Once a buyer and a 

vehicle dealership enter into a contract to purchase 

a vehicle, the buyer uses the loan proceeds from the 

direct lender to pay the dealership for the vehicle. 

cars
8 www.USA.gov To contact an organization, use the directory beginning on page 62.

cars

Another common form is dealership financing, 

which offers convenience, financing options, and 

sometimes special, manufacturer-sponsored, lowrate deals. Before you make a financing decision, it’s 

important to do your research:

•	 Decide in advance how much you can afford to

spend and stick to your limit.

•	 Get a copy of your credit report and correct any

errors before applying for a loan.

•	 Check buying guides to identify price ranges and

best available deals.

More information about vehicle financing, deciding 

what you can afford, and consumer protections is 

available at www.ftc.gov/bcp/menus/consumer/

autos/finance.shtm.

Leasing

When you lease, you pay to drive someone else’s 

vehicle. Monthly payments for a lease may be lower 

than loan payments, but at the end of the lease you 

do not own or have any equity in the car. To get the 

best deal, follow these points of advice in addition to 

the general suggestions for buying a car (p. 6):

•	 To help you compare leasing versus owning,

the Consumer Leasing Act requires leasing 

companies to give you information on monthly 

payments and other charges. Check out 

www.leaseguide.com and www.leasecompare.com

for information on leases and current deals.

•	 Consider using an independent agent rather than

the dealer; you might find a better deal. Most 

financial institutions that offer auto financing also 

offer leasing options.

•	 Ask for details on wear and tear standards. Dings

that you regard as normal wear and tear could be 

billed as significant damage at the end of your 

lease.

•	 Find out how many miles you can drive in a

year. Most leases allow 12,000 to 15,000 miles a 

year. Expect a charge of 10 to 25 cents for each 

additional mile.

•	 Check the manufacturer’s warranty. It should

cover the entire lease term and the number of 

miles you are likely to drive.

•	 Ask the dealer what happens if you give up the car

before the end of your lease. There may be extra 

fees for doing so. 

•	 Ask what happens if the car is involved in an

accident.

•	 Get all of the terms in writing. Everything included

with the car should be listed on the lease to avoid 

your being charged for “missing” equipment later.

The Federal Reserve System offers a consumer 

guide to auto leasing at www.federalreserve.gov/

pubs/leasing.

Reca lls, “Lem on” Laws, And

Secret Warranties

Sometimes a manufacturer makes a design or 

production mistake on a motor vehicle. A service 

bulletin notifies the dealer of the problem and how 

to resolve it. Because these free repairs are not 

publicized, they are called “secret warranties.” The 

National Highway Traffic Safety Administration 

(www.nhtsa.dot.gov) maintains a database of 

service bulletins filed by manufacturers.

If you have a problem with a vehicle that is a safety 

hazard, check whether the manufacturer has 

recalled your vehicle. Go to 

www-odi.nhtsa.dot.gov/recalls/recallsearch.cfm

or call NHTSA at 1-800-424-9393. You should 

report hazards that aren’t listed to your dealer, the 

manufacturer of the vehicle (p. 63), and NHTSA. If a

Choose 

a Safe

Vehicle

Crash tests 

can help you 

determine how 

well a vehicle 

will protect you 

in a crash. Here 

are different 

organizations 

that perform 

crash tests and 

rate vehicles: 

•	 The National Highway Traffic Safety Administration

Each year, NHTSA (www.nhtsa.gov) crashes vehicles headon into a wall and bashes them broadside to test their ability to 

protect their occupants. NHTSA focuses on evaluating vehicle 

restraints such as air bags and safety belts.

•	 The Insurance Institute for Highway Safety A different 

test by the IIHS (www.hwysafety.org) uses offset-frontal car 

crashes to assess the protection a vehicle’s structure provides.

•	 Consumers Union Published by CU, the annual auto issue of 

Consumer Reports (www.consumerreports.org) rates vehicles 

in terms of overall safety. Its safety score combines crash test 

results with a vehicle’s accident avoidance factors—emergency 

handling, braking, acceleration, and even driver comfort.

To find out whether a manufacturer has recalled a car for safety 

defects, contact NHTSA (p. 104). If a vehicle has been recalled, 

ask the dealer for proof that the defect has been repaired. Used 

vehicles should also have a current safety inspection sticker if 

your state requires one.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 9

cars

safety-related defect exists, the maker must fix it at 

no cost to you—even if your warranty has expired. 

If you have a vehicle with a unique problem that just 

never seems to get fixed, you may have a “lemon.” 

Some states have laws concerning “lemons” that 

require a refund or replacement if a problem is 

not fixed within a reasonable number of tries or 

you haven’t been able to use your vehicle for a 

certain number of days. Contact your state or local 

consumer protection office (p. 112) to learn whether 

you have such protections and what steps you must 

take to get your problem solved. If you believe your 

car is a “lemon”:

•	 Give the dealer a list of the problems every time

you bring it in for repairs.

•	 Get and keep copies of the repair orders listing the

problems, the work done, and the dates that the 

car was in the shop.

•	 Contact the manufacturer, as well as the dealer, to

report the problem. Check your owner’s manual or 

the directory for the auto manufacturer (p. 63). 

The Center for Auto Safety (p. 109) gathers 

information and complaints concerning safety 

defects, recalls, service bulletins, and state 

“lemon” laws. 

Renting

Federal law does not cover short-term car and truck 

rentals, but some state laws do. Contact your state 

or local consumer protection office (p. 112) for 

information or to file a complaint.

•	 Ask what the total cost will be after all fees are

included. There may be an airport surcharge 

or drop-off fees, insurance fees, fuel charges, 

mileage fees, taxes, additional-driver fees, 

underage-driver fees, and equipment rental fees 

(for items such as ski racks and car seats). 

•	 Ask whether the rental company checks the

driving records of customers when they arrive at 

the counter. If so, you could be rejected, even if 

you have a confirmed reservation.

•	 Check in advance to be sure you aren’t duplicating

insurance coverage. If you’re traveling on 

business, your employer may have insurance that 

covers accidental damage to the vehicle. You 

might also have coverage through your personal 

auto insurance, a motor club membership, or the 

credit card you use to reserve the rental.

•	 Carefully inspect the vehicle and its tires before

renting.

•	 Check refueling policies and charges.

•	 Ask the rental company whether a deposit is

required. If so, ask for a clear explanation of the 

deposit refund policies and procedures.

Repairs

Whenever you take a car to the repair shop:

•	 Choose a reliable repair shop. Family, friends, or

an independent consumer-rating organization 

should be able to help you. Look for shops that 

display various certifications that are current. You 

should also check out the shop’s record with your 

state or local consumer protection office (p. 112) 

or Better Business Bureau (p. 66). 

•	 Describe the symptoms. Don’t try to diagnose the

problem.

•	 Make it clear that work cannot begin until you have

an estimate (in writng, preferably) and you give 

your okay. Never sign a blank repair order. If the 

problem can’t be diagnosed on the spot, insist 

that the shop contact you for authorization once 

the trouble has been found.

•	 Ask the shop to return the old parts to you.

•	 Follow the warranty instructions if a repair is

covered under warranty.

•	 Get all repair warranties in writing.

•	 Keep copies of all paperwork.

Some states, cities, and counties have special 

laws that deal with auto repairs. For information on 

the laws in your state, contact your state or local 

consumer protection office (p. 112). A consumer 

guide to auto repair is available at www.ftc.gov/bcp/

edu/pubs/consumer/autos/aut13.shtm. 

CAR Rep ossessi ons

When you borrow money to buy a car or truck, 

the lender can take your vehicle back if you miss a 

payment or in some other way violate the contract. 

You should also be aware that the lender: 

•	 Can repossess with cause without advance

notice.

•	 Can insist you pay off the entire loan balance in

order to get the repossessed vehicle back.

•	 Can sell the vehicle at auction.

•	 Might be able to sue you for the difference

between the vehicle’s auction price and what 

you owe.

•	 Cannot break into your home or physically

threaten someone while taking the vehicle.

If you know you’re going to be late with a payment, 

talk to the lender to try to work things out. If you 

and the lender reach an agreement, be sure to get 

the agreement in writing. Contact your state or 

local consumer protection office (p. 112) to find out 

whether your state gives you any additional rights.

cars
10 www.USA.gov To contact an organization, use the directory beginning on page 62.

credit

CREDIT

Like everything else you buy, it pays to comparison 

shop for credit. For up-to-date interest rate reports 

on mortgages, auto loans, credit cards, home 

equity loans, and other banking products, visit 

www.bankrate.com. The Equal Credit Opportunity 

Act protects you when dealing with anyone who 

regularly offers credit, including banks, finance 

companies, stores, credit card companies, and 

credit unions. When you apply for credit, a creditor 

may not:

•	 Ask about or consider your sex, race, national

origin, or religion.

•	 Ask about your marital status or your spouse—

unless you are applying for a joint account or 

relying on your spouse’s income, or you live in a 

community property state (Arizona, California, 

Idaho, Louisiana, Nevada, New Mexico, Texas, 

Washington, or Wisconsin).

•	 Ask about your plans to have or raise children.

•	 Refuse to consider public assistance income or

regularly received alimony or child support.

•	 Refuse to consider income because of your sex or

marital status or because it is from part-time work 

or retirement benefits.

You Have the Right to: 

•	 Have credit in your birth name, your first name

and your spouse/partner’s last name, or your first 

name and a combined last name.

•	 Have a co-signer other than your spouse if one is

necessary.

•	 Keep your own accounts after you change your

name or marital status or if you retire, unless 

the creditor has evidence that you are unable or 

unwilling to pay.

•	 Know why a credit application is rejected—the

creditor must give you the specific reasons or 

tell you where and how you can get a copy of the 

credit report it used to determine its rejection, if 

you ask within 60 days.

•	 Have accounts shared with your spouse reported

in both of your names.

•	 Know how much it will cost to borrow money.

For additional information on credit, see Buying 

a Home (p. 23) and Cars (p. 6). Other sources of 

information include the HUD Housing Counseling 

Clearinghouse at 1-800-569-4287, the FTC (p. 106), 

and the National Consumer Law Center (p. 110). You 

have the right to a FREE annual Credit Report (see 

“FREE CREDIT REPORTS” box, p. 13).

Credit Cards

Chances are, you’ve received “pre-approved” 

credit card offers in the mail. Examine the fine print 

carefully before you accept any offer for a credit or 

charge card. Look for:

•	 The Annual Percentage Rate (APR). If the 

interest rate is variable, how is it determined, and 

when can it change?

•	 The periodic rate. This is the interest rate used 

to figure the finance charge on your balance each 

billing period.

•	 The annual fee. While some cards have no 

annual fee, others expect you to pay an amount 

each year for being a cardholder. 

•	 The grace period. This is the number of days you 

have to pay your bill before finance charges start. 

Without this period, you may have to pay interest 

from the date you use your card or the date the 

purchase is posted to your account. 

•	 The finance charges. Most lenders calculate 

finance charges using an average daily account 

balance, which is the average of what you owed 

each day in the billing cycle. Look for offers that 

use an adjusted balance, which subtracts your 

payment from your beginning balance. This 

method usually has the lowest finance charges. 

Check whether there is a minimum finance charge.

•	 Other fees. Ask about fees when you get a cash 

advance, make a late payment, or go over your 

credit limit. Some credit card companies also 

charge a monthly fee.

Consumer Financial

Protect ion bureau

The Consumer Financial Protection Bureau 

(CFPB) is now up and running. This agency has 

authority to set clear rules for banks, mortgage 

companies, payday lenders, credit card lenders, 

and other financial service firms. Contact the 

CFPB to file credit card or mortgage complaints. 

For more information go to 

www.consumerfinance.gov. 
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 11

credit

The Fair Credit and Charge Card Disclosure Act 

requires credit and charge card issuers to include 

this information on credit applications. The Federal 

Trade Commission (p. 106) offers a wide range of 

free publications on credit and consumer rights at 

www.ftc.gov. The Federal Reserve Board 

(p. 106) provides a guide to choosing a credit card 

and credit protection laws at 

www.federalreserve.gov/consumerinfo. 

Comparing Cards

•	 Bank Rate (www.bankrate.com) provides free 

credit card tips and information.

•	 Consumer Action (www.consumer-action.org) 

features credit card surveys of interest rates, fees, 

and other terms from dozens of credit cards as 

well as free brochures and guides on choosing 

and using credit cards.

•	 Card Trak (www.cardtrak.com) lists credit cards 

and offers e-mail newsletters for consumers, 

answers to frequently asked questions, and online 

credit card calculators.

•	 Card Ratings (www.cardratings.com) lists and 

reviews credit cards, and offers tips and credit 

card calculators.

Complaints

To complain about a problem with your credit card 

company, call the number on the back of your card 

or try to resolve it or with the CFPB (p. 96). If you 

fail to resolve the issue, ask for the name, address, 

and phone number of its regulatory agency. See 

the chart on page 5 to find the best federal or state 

regulatory agency to contact.

To complain about a credit bureau, a department 

store that offers credit, or other Federal Deposit 

Insurance Corporation (FDIC)-insured financial 

institution, write to the agency’s Consumer 

Response Center (p. 106). You may also file a 

complaint with the FTC at www.ftc.gov. 

Credit Card Billing Disputes 

Under the Fair Credit Billing Act, you have the right 

to dispute charges on your credit card that you didn’t 

make, are incorrect, or are for goods or services you 

didn’t receive.

•	 Send a letter to the creditor within 60 days of the

statement date of the bill with the disputed charge. 

•	 Include your name and account number, the

date and amount of the disputed charge, and a 

complete explanation of why you are disputing 

the charge.

To ensure it’s received, send your letter by 

certified mail, with a return receipt requested.

•	 The creditor or card issuer must acknowledge

your letter in writing within 30 days of receiving it 

and conduct an investigation within 90 days. You 

do not have to pay the amount in dispute during 

the investigation.

•	 If there was an error, the creditor must credit your

account and remove any fees. 

•	 If the bill is correct, you must be told in writing

what you owe and why. You must then pay it, along 

with any related finance charges.

If you don’t agree with the creditor’s decision, file 

an appeal with the Consumer Financial Protection 

Bureau (p. 96).

Credit Reports And Scores

A credit report contains information on where you 

work and live, how you pay your bills, and whether 

you’ve been sued or arrested, or have filed for 

bankruptcy. Consumer Reporting Agencies (CRAs) 

gather this information and sell it to creditors, 

employers, insurers, and others. The most common 

type of CRA is the credit bureau. There are three 

major credit bureaus: Equifax: 1-800-685-1111 or 

www.equifax.com or fraud alert 1-888-766-0008; 

Experian: 1-888-397-3742 or www.experian.com; 

TransUnion: 1-800-916-8800 or www.transunion.com

or fraud alert 1-800-680-7289. 

FICO

The information in your credit report is used to 

calculate your FICO score, a number generally 

between 300 and 850. The acronym stands for Fair, 

Isaac and Company. The higher your score, the less 

risk you pose to creditors. A high score, for example, 

makes it easier for you to obtain a loan, rent an 

apartment, or lower your insurance rate. Your FICO 

score is available from www.myfico.com for a fee. 

Free credit reports do not contain your credit score, 

although you can purchase it when you request your 

free annual credit report through

www.annualcreditreport.com.

Tips for Building a Better Credit Score

•	 Pay your bills on time. Delinquent payments and

collections negatively impact your score.

•	 Keep balances low on credit cards and other

“revolving credit.” High outstanding debt lowers 

your score.

•	 Apply for, and open, new credit accounts only

as needed. Don’t open an account just to have 

a better credit mix; it probably won’t raise your 

score.

•	 Pay off debt instead of moving it around. Owing

the same amount, but having fewer open 

accounts, may lower your score.

You don’t rebuild your credit score; you rebuild your 

credit history. Time is your ally in improving credit. 

There is no “quick fix” for a bad credit score, so be 

suspicious of any deals that offer you a fast, easy 

solution.

credit
12 www.USA.gov To contact an organization, use the directory beginning on page 62.

credit

Negative Information in Your Credit Report

Negative information concerning your use of credit 

can be kept in your credit report for seven years. A 

bankruptcy can be kept for 10 years, and unpaid tax 

liens for 15 years. Information about a lawsuit or an 

unpaid judgment against you can be reported for 

seven years or until the statute of limitations runs 

out, whichever is longer. Inquiries remain on your 

report for two years.

Anyone who denies you credit, housing, insurance, 

or a job as a result of a credit report must give you 

the name, address, and telephone number of the 

credit reporting agency (CRA) that provided the 

report. Under the Fair Credit Reporting Act (FCRA), 

you have the right to request a free report within 60 

days if a company denies you credit based on the 

report. 

If there is inaccurate or incomplete information in 

your credit report:

•	 Contact the CRA and the company that provided

the information.

•	 Tell the CRA in writing what information

you believe is inaccurate. Keep a copy of all 

correspondence.

Under the Fair Credit Reporting Act, the information 

provider is required to investigate and report the 

results to the CRA. If the information is found to 

be incorrect, it must notify all nationwide CRAs to 

correct your file. If the investigation does not solve 

your dispute, ask that your statement concerning 

the dispute be included in your file. A notice of your 

dispute must be included whenever the CRA reports 

the negative item. 

CARD Act Protect ions for Consumers

The Credit Card Accountability Responsibility and 

Disclosure (CARD) Act brought about sweeping 

protections for consumers. Among other things, your 

credit card company must comply with the rules below:

Fees

•	 Cannot change rates or fees without sending you a

notice 45 days in advance in most cases.

•	 Must give you the option of rejecting a fee increase, but

be aware that the credit card company may close your 

account if you reject the fee increase and may require a 

higher monthly payment. 

•	 Cannot charge you a late payment fee of more than $25,

regardless of how much you owe—unless one of your 

last six payments was late or the credit card company 

can justify a higher fee based on the cost of late 

payments.

•	 Cannot charge a late payment fee that is greater than

your minimum payment.

•	 Cannot charge you an inactivity fee for not using your

card.

•	 Cannot charge you more than one fee for a single

late payment or any other violation of your cardholder 

agreement.

•	 Cannot charge you over-the-limit transaction fees unless

you opt in, stating that you want to allow transactions 

that take you over your credit card limit. If the credit card 

company allows the transaction without your opt in, it 

cannot charge you a fee.

•	 Can impose only one fee per billing cycle for

transactions that take you over your credit limit if you opt 

in to over-the-limit transactions. You can revoke your opt 

in at any time. 

•	 Cannot impose annual fees, application fees, or other

charges that total more than 25% of your initial credit 

limit; this does not apply to late fees or other penalties. 

Payments

•	 Has to tell you how long it will take to pay off your

balance if you make only minimum payments. 

•	 Must mail or deliver your credit card bill at least 21 days

before your payment is due.

•	 Must apply any payments above the minimum required

amount to the balance with the highest interest rate, if 

you have more than one rate.

Interest Rates

•	 Cannot increase your rate for the first 12 months after

you open an account unless you have a variable interest 

rate or an introductory rate; you are more than 60 days 

late paying your bill; or you are in a workout agreement 

and don’t make payments as arranged. 

•	 Cannot charge higher rates for purchases made before

you receive notice of a new rate. 

•	 Cannot use the double-cycle billing method when

calculating interest; interest can only be charged on 

balances within the current billing cycle. 

•	 Cannot increase your Annual Percentage Rate (APR)

without explaining why it is doing so. If your credit 

card company increases your APR, it generally must 

re-evaluate that rate increase every six months. Under 

some circumstances, it may have to reduce your rate 

after the evaluation. 

What’s more, a credit card company can grant credit cards 

to consumers under age 21 only if they can show they are 

able to make payments or have a cosigner for the card. 

More information about CARD Act protections is available 

from www.federalreserve.gov/creditcard.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 13

credit

If the information is accurate, only time, hard work, 

and a personal debt repayment plan will improve 

your credit report. Credit repair companies advertise 

that they can erase bad credit for a hefty fee. Don’t 

believe it. Under the Credit Repair Organizations 

Act, credit repair companies can’t require you to pay 

until they have completed promised services. They 

must also give you:

•	 A copy of the “Consumer Credit File Rights Under

State and Federal Law” before you sign a contract.

•	 A written contract that spells out your rights and

obligations.

•	 Three days to cancel without paying any fees.

Some credit repair companies promise to help you 

establish a whole new credit identity. You can be 

charged with fraud if you use the mail or telephone 

to apply for credit with false information. It is also 

a federal crime to make false statements on a loan 

or credit application, to give a false Social Security 

Number, or to obtain an Employer Identification 

Number from the Internal Revenue Service under 

false pretenses. If you have lost money to a credit 

repair scam, contact your state or local consumer 

affairs office (p. 112).

Dealing With Debt

The Fair Debt Collection Practices Act applies 

to those who collect debts owed to creditors for 

personal, family, and household debts—these 

include car loans, mortgages, charge accounts, and 

money owed for medical bills. A debt collector is 

someone hired to collect money you owe. 

Within five days after a debt collector first contacts 

you, the collector must send you a notice that tells 

you the name of the creditor, how much you owe, 

and what action to take if you believe you don’t owe 

the money. If you owe the money or part of it, contact 

the creditor to arrange for payment. If you believe 

you don’t owe the money, contact the creditor in 

writing and send a copy to the collection agency 

with a letter telling it not to contact you. 

A debt collector may not:

•	 Contact you at unreasonable times, for example,

before 8 am or after 9 pm, unless you agree.

•	 Contact you at work if you tell the debt collector

your employer disapproves.

•	 Contact you after you write a letter telling the

collector to stop, except to notify you if the 

collector or creditor plans to take a specific action.

•	 Contact your friends, relatives, employer, or

others, except to find out where you live and work.

•	 Harass you with repeated telephone calls, profane

language, or threats to harm you.

•	 Make any false statement, or claim that you will be

arrested.

•	 Threaten to have money deducted from your

paycheck or to 

sue you, unless 

the collection 

agency or 

creditor intends 

to do so and it is 

legal.

free credit reports

You can request a free credit report once a year 

from the three major credit reporting agencies—

Equifax, Experian, and TransUnion. You may 

want to request your credit reports one at a time, 

every four months, so you can monitor your credit 

throughout the year without having to pay for 

a report. (If you ask the credit bureaus directly, 

they will charge you a fee to obtain your report.) 

To order your free report, you must go through 

www.annualcreditreport.com or 

call 1-877-322-8228.

be alert: ‘credit repair’ scams

Beware! Before you sign up for fee-based credit repair services, 

beware. Many of the promised services are either illegal or are 

ones you can do for free by yourself. Before you sign up to work 

with these companies, here are some tidbits to keep in mind:

•	 A credit repair company must give you a copy of the

“Consumer Credit File Rights under State and Federal Law” 

before you sign a contract. 

•	 The company cannot perform any services until you have

signed a written contract and completed a three-day waiting 

period, during which time you can cancel the contract without 

paying any fees.

•	 The company cannot charge you until it has completed

the promised services, according to the Credit Repair 

Organizations Act. 

•	 It is illegal to erase timely and accurate negative information

contained in your credit history. 

•	 Suggestions that you create a new credit history (also called

file segregation) by requesting an Employer Identification 

Number from the IRS are also illegal.

•	 You can solve your own credit challenges by requesting a free

copy of your credit report through www.annualcreditreport.

com, and by working with creditors to dispute incorrect 

information. 

credit
14 www.USA.gov To contact an organization, use the directory beginning on page 62.

credit

To file a complaint, contact your state or local 

consumer protection agency (p. 112) and the Federal 

Trade Commission (p. 106).

Out-of-Control Debt

Counseling services are available to help people 

budget money and pay bills. Credit unions, 

extension offices, military family service centers, 

and religious organizations are among those that 

may offer free or low-cost credit counseling. 

Local, nonprofit agencies that provide educational 

programs on money management and help in 

developing debt payment plans operate under 

the name Consumer Credit Counseling Service 

(CCCS). They are members of the National 

Foundation for Credit Counseling (NFCC), an 

organization that supports a national network of 

credit counselors.

Typically, a counseling service will negotiate lower 

payments with your creditors, and then make the 

payments using money you send to it each month. 

The cost of setting up this debt-management plan is 

paid by the creditor, not you. Ask these questions to 

find the best counselor for you:

•	 What services do you offer? Look for an

organization that offers budget counseling and 

money management classes as well as a debtmanagement plan. 

•	 Do you offer free information? Avoid

organizations that charge for information or 

make you provide a lot of details about your 

problem first.

•	 What are your fees? Are there set-up and/or

monthly fees? A typical set-up fee is $10. If you’re 

paying a lot more, you could be the one being set 

up. 

•	 How will the debt-management plan work? What

debts can be included in the plan, and will you get 

regular reports on your accounts?

•	 Ask whether the counselor can get creditors to

lower or eliminate interest and fees. If the answer 

is “yes,” contact your creditors to verify this.

•	 Ask what happens if you can’t afford to pay. If an

organization won’t help you because you can’t 

afford to pay, go somewhere else for help.

•	 Will your counselor help you avoid future

problems? Getting a plan for avoiding future debt 

is as important as solving the immediate debt 

problem.

•	 Ask for a contract. All verbal promises should be

in writing before you pay any money.

•	 Are your counselors accredited or certified?

Legitimate credit counseling firms are affiliated 

with the National Foundation for Credit 

Counseling (p. 145) or the Association of 

Independent Consumer Credit Counseling 

Agencies (p. 143). 

Check with your local consumer protection agency 

(p. 112) and the Better Business Bureau (p. 66) to see 

whether any complaints have been filed about the 

counseling service you’re considering.

If you have concerns about approved credit 

counseling agencies or credit counseling providers, 

please contact the U.S. Trustee Program, visit 

www.usdoj.gov/ust, or call 202-514-4100.

Personal Bankruptcy

Bankruptcy generally is considered the debt 

management option of last resort because the 

results are long-lasting and far-reaching. The 

Bankruptcy Abuse and Prevention Act of 2005 

established more stringent rules for consumers 

and attorneys. 

The filing process may be difficult for debtors:

•	 Debtors must file documents, including itemized

statements of monthly net income, proof of 

income (pay stubs) for the last 60 days, and tax 

returns for the preceding year (four years for 

Chapter 13 bankruptcies).

•	 Debtors must take a pre-filing credit counseling

and post-filing education course to have debts 

discharged.

•	 Debtors face increased filing fees, plus fees for

credit counseling/education.

•	 The bankruptcy petition and process are

complicated, so it’s very difficult to file without an 

attorney. 

Lost and Stolen Credit Cards

Immediately call the card issuer when you suspect a credit or 

charge card has been lost or stolen. Once you report the loss or 

theft of a card, you have no further responsibility for unauthorized 

charges. In any event, your maximum liability under federal law is 

$50 per card.

Debt Collect ion e-mails

Third party debt collection agencies can 

use e-mail as a means for contacting you to 

collect a debt. However, your privacy could 

be compromised if e-mails with sensitive 

information (social security number, account 

numbers) are intercepted. If you agree to accept 

e-mail from a debt collection agency, ask that all 

e-mails are encrypted. 
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 15

education

The filing process for lawyers:

•	 An attorney’s signature on a petition certifies

that the attorney has performed reasonable 

investigation into circumstances giving rise to the 

petition.

•	 Attorneys must carefully review documents such

as tax returns and pay stubs as well as ask clients 

for credit reports.

•	 Attorneys are more apprehensive about

sanctions.

LOANS

Home Equity Loans

A home equity loan could be a smart way to pay 

off high-interest debt or pay for home repairs. But 

consider carefully before taking out a home equity 

loan. If you are unable to make payments on time, 

you could lose your home.

Home equity loans can be either a revolving line 

of credit or a lump sum. Revolving credit lets you 

withdraw funds when you need them. A lump sum 

is a one-time, closed-end loan for a particular 

purpose, such as remodeling or tuition. Apply for 

a home equity loan through a bank or credit union 

first. These loans are likely to cost less than those 

offered by finance companies.

Please see the Housing section (p. 23) for helpful 

information about buying, leasing, renting, or 

repairing a home.

Installment Loans

Before you sign an agreement for a loan to buy a 

house, a car, or other large purchase, make sure 

you fully understand all of the lender’s terms and 

conditions, including: 

•	 The dollar amount you are borrowing.

•	 The payment amounts and when they are due.

•	 The total finance charge, including all interest

and fees you must pay to get the loan.

•	 The Annual Percentage Rate (APR), the rate of

interest you will pay over the full term of the loan.

•	 Penalties for late payments.

•	 What the lender will do if you can’t pay back

the loan.

•	 Penalties if you pay the loan back early.

The Truth in Lending Act requires lenders to 

give you this information so you can compare 

different offers.

FINANCING YOUR

ED UCATION

Paying for College 101

There’s no way around it. A college education can 

be expensive. The cost of education after high 

school depends on several factors including the 

college you choose. Once you’ve narrowed your 

college choice, contact the school(s) to find out how 

much the total cost will be and what scholarships 

and types of financial aid are available. 

High schools often hold free seminars on choosing 

and paying for college. The U.S. Department of 

Education’s website, www.studentaid.ed.gov

bewaRE : offers to skip a PaymenT

If your credit company invites you to skip a 

monthly payment without a penalty, it is not doing 

you a favor. You will still owe finance charges 

on your unpaid balance, and interest could be 

adding up on any purchases you make after the 

due date you skipped. 

education

Payday And Tax Refund Loans

Payday loans are illegal in some states. Changes 

in the law for payday lenders have also made 

payday loans illegal for members of the military. 

With a typical payday loan, you might write a 

personal check for $115 to borrow $100 for two 

weeks, until payday. The Annual Percentage Rate 

(APR) in this example is 390%! If you can repay 

the loan quickly, it may not appear such a bad 

deal. But if you can’t pay off the loan quickly, that 

relatively small loan can grow into a major debt. 

At 390% interest, a $100 loan will become $490 in 

a year and $2,401 in two years.

Another high-cost way to borrow money is a 

tax refund loan. This type of credit lets you get 

an advance on a tax refund—for a fee. APRs as 

high as 774% have been reported. If you’re short 

of cash, avoid both of these loans by asking for 

more time to pay a bill or seeking a traditional 

loan. A cash advance on your credit card may 

cost less.
16 www.USA.gov To contact an organization, use the directory beginning on page 62.

provides information on preparing for and funding 

education beyond high school with details on the 

federal aid programs and how to apply for federal 

student aid. Another source of information on 

financial assistance is www.finaid.org. Both sites 

offer calculators to help you determine how much 

school will cost, how much you need to save, and 

how much aid you will need.

Many state governments have created programs to 

make it easier for families to save for their child’s 

education. Visit www.collegesavings.org for links to 

information on the various state programs, such as 

529 plans.

Student Financia l Aid

Student financial aid is available from a variety 

of sources, including the federal government, 

individual states, colleges and universities, and 

other public and private agencies and organizations. 

The four basic types of college aid are:

•	 Grants. Gift aid that does not have to be repaid 

and is generally awarded according to financial 

need.

•	 Work-Study. The Federal Work-Study Program 

(FWS) is a federally funded source of financial 

assistance used to offset financial education 

costs. Students who qualify earn money by 

working while attending school. The money does 

not have to be repaid.

•	 Loans. Funds are borrowed and must be repaid 

with interest. As a general rule, federal student 

loans have more favorable terms and interest rates 

than traditional consumer loans.

•	 Scholarships. Offered by the school, local/

community organizations, private institutions, and 

trusts. Scholarships do not have to be repaid and 

are generally awarded based on specific criteria.

Applying for Aid

You must complete and submit a Free Application for 

Federal Student Aid (FAFSASM) to apply for federal 

student aid. FAFSA on the WebSM is the quickest 

and easiest method of applying. Go to 

www.fafsa.gov to apply.

Federal Student Aid Information Center

The Federal Student Aid Information Center 

(FSAIC) can answer your federal student financial 

aid questions and can give you all the help you need 

for free. You can also use the FSAIC automated 

response system to find out whether your FAFSASM

has been processed and to request a copy of your 

Student Aid Report (SAR). For FSAIC contact 

information, see page 97.

Federal Loan Program Repayment Information

•	 Public Service Loan Forgiveness Programoffers forgiveness for outstanding federal loans 

education

Federal Student Aid

•	 You can order many helpful publications at

www.edpubs.gov, or by calling 1-800-433-3243.

•	 The U.S. Department of Education’s federal

student aid website, www.studentaid.

ed.gov.

•	 The U.S. Department of Labor’s Occupational 

Outlook Handbook, www.bls.gov/oco, 

provides information on various careers and 

their earning potential.

•	 The National Association of Student Financial

Aid Administrators provides Cash for College 

with advice, tips, and information on financing 

your education at www.nasfaa.org.

college acc reditation

You can check a school’s accreditation with the Department of 

Education at www.ope.ed.gov/accreditation or search 

the Council for Higher Education Accreditation’s database at 

www.chea.org/search.

Beware: Scholarship and Financial Aid Scams

Scholarships and financial aid do not require up-front fees. While 

there are legitimate companies that will help guide you through the 

financial aid and college application process for a fee, disreputable 

companies may ask you for money up front and provide nothing in 

return. Red flags to watch out for include the following:

•	 A “money-back guarantee” to secure a scholarship. Don’t

believe it. Unscrupulous companies attach conditions that make 

it impossible to get the refund. 

•	 “Secret scholarships.” If a company claims to have inside

knowledge of scholarship money, it’s lying. Information on 

scholarships is freely available to the public. Ask your librarian or 

school counselor.

•	 Telling students they’ve been selected as “finalists” for awards. If

a company asks for an up-front fee, head for the nearest exit. 

•	 Asking for a student’s checking account to “confirm eligibility.”

If a company wants bank account information or your credit card 

number to confirm or reserve a scholarship, it’s a scam.

•	 Quoting a relatively small “monthly” or “weekly” fee, then

asking for authorization to debit your checking account for an 

unspecified length of time. Ongoing fees are a sure sign of a 

scam.

•	 Unsolicited offers. Whether it’s an e-mail or phone call, or it

arrives in your mailbox, if you didn’t request the information, 

ignore the offer.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 17

Employment

for individuals working full time in public service 

jobs. 

•	 Income-Based Repayment Plan- helps to 

make repaying education loans more affordable 

for low-income borrowers. 

Both programs offer generous benefits, but the 

rules may seem complex, so it is important to get 

all of the details. For more information on these 

programs as well as other repayment options: 

•	 U.S. Department of Education/Federal Student

Aid: www.studentaid.ed.gov/repaying.

•	 National Association of Student Financial Aid

Administrators: www.nasfaa.org.

Employment

Times have changed for job searching, and 

numerous websites are now available that post jobs 

for private industry. Many companies also offer a 

way to apply online. However, these sites and new 

methods do not replace traditional and proven jobhunting approaches such as networking, personal 

contacts, business organizations, and interviewing.

Emp loyment Agencies

If you’re looking for a job, you may come across ads 

from employment agencies that promise wonderful 

opportunities. While some companies honestly 

want to help you, others are more interested in 

taking your money. Be wary of:

•	 Promises to get you a job and a guaranteed

income.

•	 Up-front fees, even when you are guaranteed a

refund if you are dissatisfied.

•	 Employment agencies whose ads read like job ads.

•	 Promotions of “previously undisclosed”

government jobs. All federal jobs are announced 

to the public at www.usajobs.gov.

Get a copy of the employment agency contract and 

review it carefully before you pay any money. Check 

with your local consumer protection agency 

(p. 112) and the Better Business Bureau (p. 66) to 

see whether any complaints have been filed about a 

company. 

The Federal Trade Commission (p. 106) investigates 

businesses that fraudulently advertise employment 

openings and guarantee job placement. Contact the 

FTC if you have a complaint.

Work -At-Home Companies

Not all work-at-home opportunities deliver on their 

promises. Some classic work-at-home schemes are 

medical billing, envelope stuffing, and assembly or 

craftwork. Ads for these businesses say, “Be part 

of one of America’s Fastest-Growing Industries. 

Earn thousands of dollars a month from your home!” 

Legitimate work-at-home program sponsors should 

tell you, in writing, what’s involved in the program 

they are selling. Here are some questions you might 

ask a promoter:

•	 What tasks will I have to perform? (Ask the

program sponsor to list every step of the job.)

•	 Will I be paid a salary, or will my pay be based on

commission?

•	 Who will pay me?

•	 When will I get my first paycheck?

•	 What is the total cost of the work-at-home

program, including supplies, equipment, and 

membership fees? What will I get for my money?

The answers to these questions may help you 

determine whether a work-at-home program is 

appropriate for your circumstances and whether it is 

legitimate.

Multi-Level Marketing 

Some multi-level marketing plans are legitimate; 

however, others are illegal pyramid schemes. In 

pyramids, commissions are based on the number 

of distributors recruited. Most of the product sales 

are made to these distributors, not to consumers in 

general. The underlying goods and services, which 

vary from vitamins to car leases, serve only to make 

the schemes look legitimate. Most people end up 

with nothing to show for their money except the 

expensive products or marketing materials they were 

pressured to buy.

If you’re thinking about joining what appears to be 

a legitimate multi-level marketing plan, take time to 

learn about the plan:

•	 What is the company’s track record?

•	 What products does it sell?

•	 Does it sell products to the public at-large?

•	 Does it have the evidence to back up the claims it

makes about its product?

employment
18 www.USA.gov To contact an organization, use the directory beginning on page 62.

EMPLOYMENT

•	 Is the product competitively priced?

•	 Is it likely to appeal to a large customer base?

•	 How much does it cost to join the plan?

•	 Are monthly minimum sales required to earn a

commission?

•	 Will you be required to recruit new distributors to

earn your commission?

Net-Based Business Opportunities

The Federal Trade Commission says that many 

Internet business opportunities are scams that 

promise more than they can possibly deliver. The 

companies lure would-be entrepreneurs with false 

promises of big earnings for little effort. Some tips 

for finding a legitimate opportunity:

•	 Consider the promotion carefully.

•	 Study the business opportunity’s franchise

disclosure document. 

•	 Get earnings claims in writing and compare them

with the experience of previous franchise and 

business opportunity owners. 

•	 Visit previous franchise and business opportunity

owners in person, preferably at their places of 

business. 

•	 Check out the company with the local consumer

protection agency (p. 112) and Better Business 

Bureau (p. 66). See whether there have been any 

complaints. 

•	 If the business opportunity involves selling

products from well-known companies, verify 

the relationship with the legal department of the 

company whose merchandise you would promote. 

•	 Consult an attorney, accountant, or other

business advisor before you put any money down 

or sign any papers. 

•	 Take your time. Promoters of fraudulent business

opportunities are likely to use high-pressure 

sales tactics to get you to buy in. If the business 

opportunity is legitimate, it will still be around 

when you’re ready to decide.

Unemp loyment

The government’s Unemployment Insurance 

Program provides benefits to eligible workers who 

become unemployed through no fault of their own 

and who meet other eligibility requirements. Each 

state administers its own program under federal 

guidelines. Eligibility requirements, benefit amounts, 

and length of benefits are determined by the states. 

For more information, go to www.dol.gov/dol/topic/

unemployment-insurance/index.htm. 

FOOD AND NUTRI TION

Hea lthy Food Choices

To help you make healthy food choices, the federal 

government posts dietary guidelines at 

www.health.gov/dietaryguidelines. Federal 

regulations also require many foods to identify fat 

content, fiber, and nutrients on their labels.

Food Safety

Food safety in the home revolves around three main 

functions: food storage, food handling, and cooking. 

Most experts agree that practicing a few simple 

rules focused on cleaning, separating, cooking, 

and chilling can prevent most food-borne illness in 

the home. The website www.foodsafety.gov is your 

gateway to government food safety information, 

including publications you can download or request. 

You can also visit www.recalls.gov for the latest food 

safety alerts and recalls.

Before You Apply for a job

Are you in the market for a new job? If so, 

remember that potential employers aren’t just 

reading your resumé; they are also reviewing 

your social media profiles, blogs, pictures, and 

videos. In 2011, the FTC ruled that background 

investigation companies can keep your social 

media history for as long as seven years. Even if 

you clean up your profiles, companies can still 

have access to older content that you posted 

publicly. To err on the side of caution:

•	 Use the privacy settings to manage who has 

access to your profile.

•	 Refrain from making defamatory comments 

about current or past employers. 

•	 Avoid making statements that are 

discriminatory or demonstrate intolerance.

•	 Untag yourself in pictures or posts that are

inappropriate.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 19

going green

For more information, here are some additional 

resources:

•	 Centers for Disease Control and Prevention

(p. 99).

•	 FDA’s Food Information and Seafood Hotline,

1-888-SAFEFOOD (723-3366).

•	 Partnership for Food Safety Education at

www.fightbac.org.

•	 American Cleaning Institute at

www.cleaninginstitute.org.

•	 U.S. Department of Health and Human Services

(p. 98).

•	 USDA Food Safety and Inspection Service,

www.fsis.usda.gov.

•	 USDA Meat and Poultry Hotline, 1-888-674-6854.

grocery shopping

As the cost of food continues to rise, it can be a 

challenge to make healthy food choices and stay 

within your food budget. Here are some tips to help 

you get the most from your grocery budget:

•	 Take an inventory of the food you already have in

your home. Plan your meals for the week, keeping 

in mind what you already have in your pantry.

•	 Make a shopping list and stick to it.

•	 Eat BEFORE going to the grocery store to avoid

making impulse purchases. When you are hungry, 

everything looks good.

•	 Compare unit prices (cost per ounce or pound) to

determmine if you are getting the best deal. 

•	 Buy the generic store brand versions of foods.

•	 Take advantage of store loyalty savings programs,

as well as clipping coupons and online discounts. 

Only take advantage of the deal if you know you 

will eat the discounted item. It’s not a deal if the 

food goes to waste.

•	 Shop the perimeter of the store for nutrient dense

foods. Processed and packaged foods tend to be 

more expensive.

•	 Visit your local farmer’s market to find fresh

produce. Arrive early to get the best selection or 

late to get the best deals. Fresh food spoils quickly 

so don’t buy more than you can eat or freeze. Find 

your local farmers market at 

search.ams.usda.gov/farmersmarkets

•	 Shop for foods that are in season. When the

supply is plentiful, the prices tend to be lower.

•	 Bring sturdy canvas bags and transport your food.

Some stores offer discounts to customers for 

bringing their own bags.

•	 Reuse leftovers for lunch or casseroles.

For more grocery shopping tips visit

www.extension.org and www.choosemyplate.gov.

GOING GREEN

“Going Green,” a relatively new term, means 

practicing an environmentally friendly and 

ecologically responsible lifestyle as well as 

making decisions to help protect the environment 

and sustain natural resources. There are lots 

of reasons to consider going green—too much 

trash, greenhouse gases, air and water pollution, 

damage to the ozone layer, and saving money. For 

example, switching all the light bulbs in a home from 

conventional incandescent light bulbs to compact 

fluorescent light (CFL) bulbs could save about $40 

over the life of the bulb. Other examples include:

•	 Turning your thermostat down two degrees in

winter and up two degrees in summer. 

•	 Making sure your walls and ceilings are well

insulated.

•	 Replacing bathroom and kitchen faucets with lowflow models.

Food for Thought

Check out these resources for advice, tips, and information 

on food shopping and nutrition:

•	 U.S. Department of Agriculture (p. 96).

•	 U.S. Food and Drug Administration (p. 100).

•	 Nutrition.gov (www.nutrition.gov).

•	 MedlinePlus (click on F for Food or N for Nutrition at

www.nlm.nih.gov/medlineplus).

•	 Center for Nutrition Policy and Promotion

(www.choosemyplate.gov).

going green
20 www.USA.gov To contact an organization, use the directory beginning on page 62.

going green

Buying Green

Buying environmentally friendly products is also an 

important step in going green. Many such 

products can be identified by the Energy Star Logo 

at www.energystar.gov or the Green Good 

Housekeeping Seal of Approval at www.

goodhousekeeping.com/product-testing/history.

You can also choose to buy organic or locally 

produced food and eco-friendly clothing. For more 

information about national standards covering 

organic food, go to the U.S. Department of 

Agriculture’s Agricultural Marketing 

Service at http://www.ams.usda.

gov/AMSv1.0/nop. There are no 

national standards for organic 

clothing, but some fabrics to 

consider include organic cotton, 

bark cloth, bamboo, and organic wool. 

Reusing and Recyc ling

Other good ways to go green include reusing 

products, instead of throwing them away, and 

recycling items made of materials such as glass, 

metal, plastic, or paper. 

It is estimated that 75% of our waste is recyclable, 

and most of the U.S. population has access to 

curbside or recycling programs. It is easy to safely 

dispose of many products. Others, such as car 

batteries, cell phones, televisions, paints, oils, and 

solvents, require special handling. Many of these 

products can be donated or recycled through 

local government recycling centers and hazardous 

household item collection days, charitable 

organizations, or even electronics retailers. 

For more information about safely disposing of 

products that contain hazardous ingredients, visit 

the Environmental Protection Agency’s (EPA) 

website: www.epa.gov/epawaste. 

Many utility companies now offer curbside recycling 

programs that provide U.S. households with a 

responsible and convenient way to recycle materials. 

To locate information on recycling services and 

efforts in your area, call the Earth 911 toll free hotline, 

1-800-CLEANUP (253-2687) or visit 

www.earth911.org.

HEALTH CARE

Thousands of resources are now available to help 

you make health care decisions. Be wary of websites 

sponsored by companies that are trying to sell you a 

particular treatment. It’s better to contact reputable 

associations or visit sites run by government 

agencies and recognized organizations such as the 

Mayo Clinic or the American Medical Association 

(AMA). This information should complement, not 

replace, what you receive from a doctor. Here are 

some sites that are generally recognized as reliable 

information sources:

•	 HealthFinder.gov and MedlinePlus (www.

medlineplus.gov) provide information on health 

issues, health care programs, and organizations.

•	 Mayo Clinic (www.mayoclinic.com) and

American Medical Association 

(www.ama-assn.org) offer an index of diseases 

and much more.

•	 Medical Library Association (www.mlanet.org) 

links to websites suggested by librarians.

•	 National Institute of Mental Health 

(www.nimh.nih.gov) provides information on 

Beware: Green Marketing Claims

You have probably seen products with labels 

claiming that they are “eco-friendly”, “all-natural”, 

or “made from recycled materials”. The challenge 

with these statements is that there is no clear 

definition of these terms. Here are some tips to 

help you sort through green marketing:

•	 Look for specific (ex. “contains 75% postconsumer recycled materials”) rather than 

vague statements about environmental impact.

•	 Determine whether the green marketing claims 

apply to the packaging, the product, or both.

•	 Beware of fake third-party certification. Visit 

Consumer Reports’ website 

www.greenerchoices.org/eco-labels to find 

reliable environmental labels.

For more information about environmental 

advertising, contact the FTC (p. 106).
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 21

HEAL TH CARE

research about understanding and treating 

mental illness.

•	 Substance Abuse and Mental Health

Services Administration (www.samhsa.gov) 

provides information on prevention, treatment, 

and recovery from substance abuse or mental 

health issues. 

For information on health care plans or the 2010 

Affordable Care Act, see page 28.

Choosing A Doct or

When searching for a primary care doctor, dentist, 

specialist, or other health care professional:

•	 Find out whether the health care professional

is licensed in your state. A state or local 

occupational and professional licensing board will 

be able to give you this information.

•	 Research whether the health care professional is

board-certified in the appropriate specialty. Visit 

www.ama-assn.org and www.abms.org for more 

information.

•	 Ask how often the health care professional has

done the procedure you need and his or her 

success rate. You may be able to find some of 

this information on the Internet. For example, 

the Centers for Disease Control and Prevention 

(CDC) reports the success rates and number of 

procedures performed by fertility clinics at 

www.cdc.gov. Some states also collect and post 

data on the success of heart-bypass surgery.

•	 Check whether there have been any complaints or

disciplinary actions taken. Visit www.docboard.

org and www.healthcarechoices.org for more 

information.

There are also pay-for-use sites with similar 

information, including www.Docinfo.org and 

www.checkbook.org.

Visit www.healthfinder.gov for more advice on 

identifying providers.

Filing a Complaint

If you have a complaint about the medical services 

you received from a physician, you may file a 

complaint with your State Medical Board. For a 

complete directory from the Federation of State 

Medical Boards, visit www.fsmb.org/directory_smb.

html. You can also call the Federation at 817-868-4000 

get the phone number of your state medical board.

Choosing A Hea lth care Faci lity

Report cards on the Internet can help you compare 

health care facilities. Three private websites that 

rate hospitals based on information collected 

from Medicare records and other sources are 

www.usnews.com, www.checkbook.org, and 

www.healthgrades.com. 

The Joint Commission (p. 145)accredits hospitals 

as well as nursing homes and other health care 

organizations. Specially trained investigators assess 

whether these organizations meet set standards. 

At www.jointcommission.org you can check on a 

local facility, including how it compares with others. 

The Joint Commission also accepts consumer 

complaints. You can post a complaint on its website.

If you are looking for a nursing home or other 

assisted-living facility, these organizations can help:

•	 Nursing Home Compare, operated by the U.S.

Department of Health and Human Services, will 

help you compare the facilities in many states. Go 

to www.medicare.gov/nhcompare/home.asp or 

call 1-800-MEDICARE (633-4227).

•	 Eldercare Locator (www.eldercare.gov) provides 

information and referral services for those seeking 

local and state support resources for the elderly 

(p. 99).

•	 LeadingAge (www.leadingage.org) is a trade 

group that represents many nonprofit facilities 

that serve and support the elderly (p. 145).

•	 The Assisted Living Federation of America

(www.alfa.org) represents both for-profit and 

nonprofit assisted-living facilities; call 

703-894-1805 (p. 143).

•	 The Commission on Accreditation of

Rehabilitation Facilities (www.carf.org) gives 

its seal of approval to qualifying facilities; call 

1-888-281-6531 (p. 143).

Naming a Durable Power of Attorney 

for Health Care 

A durable power of attorney for health care 

(sometimes called a durable medical power of 

attorney) specifies the person you’ve chosen to 

make medical decisions for you. It is activated when 

you’re unconscious or unable to make medical 

decisions, or when you have otherwise specified. 

You need to choose someone who meets the legal 

requirements in your state for acting as your agent. 

State laws vary, but most states disqualify anyone 

HEALTH CARE

Examine Your Local Medical Facilities

Get statistics on medical facilities at these sources:

•	 www.hcup.ahrq.gov is a free online query system that 

provides access to national-, regional-, and state-level health 

statistics and information.

•	 www.usa.gov offers information on health facilities in your 

area and health by age group.

•	 www.aha.org is the website of the American Hospital 

Association.
22 www.USA.gov To contact an organization, use the directory beginning on page 62.

health care

under the age of 18, your health care provider, or 

employees of your health care provider.

The person you name as your agent must:

•	 Be willing to speak and advocate on your behalf.

•	 Be willing to deal with conflict among friends and

family members, if it arises.

•	 Know you well and understand your wishes.

•	 Be willing to talk with you about these issues.

•	 Be someone you trust with your life.

Prescripti on Drugs

Pharmacies may charge widely different prices 

for the same medicine, so it is a good idea to 

comparison shop:

•	 Ask your physician and pharmacist whether a

generic drug may be appropriate. Generics usually 

cost less than brand-name drugs. Many insurance 

companies use a multi-tier co-payment plan for 

prescription drugs. Be sure to ask before filling the 

prescription.

•	 Consider using a mail-order or online pharmacy,

especially if you will be taking a drug for a long 

time; they often charge less.

An increasing number of consumers are replacing 

a trip to the pharmacy with a trip on the Internet. 

While there are online pharmacies that provide 

legitimate prescription services, there are also some 

questionable sites that make buying medicines 

online risky. Do business only with a licensed U.S. 

pharmacy. Check with the National Association of 

Boards of Pharmacy to determine whether the site is 

licensed and in good standing. Visit www.nabp.net

or call 847-391-4406.

An online pharmacy should offer you access 

to a registered pharmacist who can answer any 

questions you might have about drug interactions, 

side effects, and other safety precautions. Be wary 

of sites that:

•	 Sell medications without a prescription.

•	 Sell medications not approved by the FDA.

•	 Advertise quick cures.

•	 Tell stories of “amazing results.”

If you suspect a site is not a licensed pharmacy, 

report it and any complaints to the Food and Drug 

Administration (p. 100) at www.fda.gov/Safety/

ReportaProblem/ucm059315.htm.

Want to know the side effects of a particular 

medication? Curious whether a drug has been 

approved by the Food and Drug Administration? For 

answers to these questions and other information 

on approved prescription and over-the-counter 

and discontinued drugs, visit www.accessdata.

fda.gov/scripts/cder/drugsatfda. For general drug 

information, you can also contact the FDA (p. 100).

Medicare Prescripti on

Drug Coverage

Medicare offers prescription drug coverage to help 

you get the prescription drugs you need. Everyone 

with Medicare can join a drug plan to get this 

coverage. If you aren’t sure whether a drug plan is 

approved by Medicare, call 1-800-MEDICARE 

(633-4227). Look for the “Medicare Approved” seal 

on drug discount cards to make sure you are getting 

the best deal. 

MEDICAl identity theft

Medical identity theft can occur when someone steals your 

personal information number to obtain medical care, buy 

medication, or submit fake claims to your insurer or Medicare in 

your name. In order to prevent medical identity theft, you can:

•	 Guard your Social Security, Medicare and health insurance

idenfication numbers. Only give your number to your physician 

or other approved health care providers.

•	 Review your explanation of benefits or Medicare Summary

Notice to make sure that the claims match the services you 

received. Report questionable charges to your health insurance 

provider or Medicare.

•	 Request and carefully review a copy of your medical records for

inaccuracies and conditions that you don’t have.

If you believe that you have been a victim of medical identity theft, 

file a complaint with the FTC at 1-877- 438-4338 or 

https://ftccomplaintassistant.gov. If you suspect that you 

have been the victim of Medicare fraud, contact the Department of 

Health and Human Services’ Inspector General at 1-800-447-8477 

or by e-mail at HHSTips@oig.hhs.gov.

For more information about Medicare fraud, visit

www.stopmedicarefraud.gov.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 23

housing

Like other insurance, if you decide not to enroll in a 

drug plan when you are first eligible, you may pay a 

penalty if you choose to join later. If you have limited 

income and resources, you may get extra help to 

cover prescription drugs for little or no cost. For 

more information, contact the Centers for Medicare 

& Medicaid Services (p. 100). 

HOUSING

The U.S. Department of Housing and Urban 

Development (HUD) funds housing counseling 

agencies throughout the country. These 

organizations can give you advice on buying a home, 

renting, defaults, foreclosures, credit issues, and 

reverse mortgages. To contact the agency nearest 

you, call 1-800-569-4287 or visit www.hud.gov. 

Homeowners with problems that could result in 

default of their mortgage or foreclosure on their 

property are encouraged to contact a HUDapproved housing counseling agency immediately.

If, in your housing search, you believe you are 

being discriminated against on the basis of your 

race, color, nationality, religion, sex, familial status, 

or disability, contact HUD’s Office of Fair Housing 

and Equal Opportunity (p. 101).

Buying A Home

Buying a home is one of the most complex financial 

decisions you’ll ever make. In addition to the 

financial and legal issues involved, real estate 

agents and lenders may not be acting in your best 

interest.

•	 Real estate agents represent the seller, not the

buyer. Consider hiring a buyer’s agent who works 

for you, not for the seller. 

•	 Get prices on other homes. Knowing the price of

other homes in a neighborhood will help you avoid 

paying too much.

•	 Have the property inspected. Use a licensed home

inspector to carefully inspect the property before 

agreeing to buy it.

Mortgages

When shopping for a home mortgage, make sure 

you obtain all of the relevant information:

•	 Research current interest rates. Check the real

estate section of your local newspaper, use the 

Internet, or call at least six lenders for information. 

•	 Check the rates for 15-year, 20-year, and 30-year

mortgages. You may be able to save thousands of 

dollars in interest charges by getting the shortestterm mortgage you can afford.

•	 Ask for details on the same loan amount, loan

term, and type of loan from multiple lenders so 

that you can compare the information. Be sure 

to get the Annual Percentage Rate (APR), which 

takes into account not only the interest rate, but 

also points, broker fees, and other credit charges 

expressed as a yearly rate.

•	 Ask whether the rate is fixed or adjustable.

The interest rate on adjustable-rate mortgages 

(ARMs) can vary a great deal over the lifetime of 

the mortgage. An increase of several percentage 

points might raise payments by hundreds of 

dollars per month.

•	 If a loan has an adjustable rate, ask when and how

the rate and loan payment could change.

•	 Find out how much of a down payment is required.

Some lenders require 20% of the home’s purchase 

housing

Before Choosing A Lender, 

Do Your Research

•	 Get recommendations: Ask friends and 

family members for suggestions, especially if 

they’ve obtained a loan recently.

•	 Check credentials: Mortgage bankers 

are regulated by your state’s department 

of banking or division of real estate. Check 

with the one appropriate to your state to see 

whether a lender is in good professional 

standing. Mortgage brokers may or may not 

be state regulated. If not, check with the local 

chapter of the Mortgage Bankers Association 

of America or the Better Business Bureau 

(p. 66) to see whether your mortgage banker’s 

record is clean. 

•	 Do your homework: Learn about typical 

mortgages and ask a question when something 

looks amiss; a broker may be trying to pad 

closing costs or other fees at your expense.

•	 Be cautious online: There are plenty of 

attractive deals online, but first make sure 

you’re dealing with a reliable broker or lender.
24 www.USA.gov To contact an organization, use the directory beginning on page 62.

housing

Fixed-rate and adjustable-rate mortgages are the two main types of mortgages, but there is a wide variety of other 

mortgage products available. Below are pros and cons of some of the mortgage products you want to consider:

Type of Mortgage Pros Cons

Fixed-rate mortgage No surprises. Interest rate stays the same over 

the entire term, usually 15, 20, or 30 years.

If interest rates fall, you could be stuck paying 

a higher rate.

Adjustable-rate (ARM) or 

variable-rate mortgage 

Usually offers a lower initial rate of interest than 

fixed-rate loans. 

After an initial period, rates fluctuate over 

the life of the loan. When interest rates rise, 

generally so do your loan payments. 

FHA (Federal Housing 

Administration) loans

Allows buyers who may not qualify for a home 

loan to obtain one with a low down payment. 

The size of your loan may be limited. 

VA loan Guaranteed loans for eligible veterans, active 

duty personnel, and surviving spouses. Offers 

competitive rates, low or no down payments. 

The size of your loan may be limited.

Balloon mortgage Usually a fixed-rate loan with relatively low 

payments for a fixed period.

After an initial period, the entire balance of 

the loan is due immediately. This type of loan 

may be risky for some borrowers. 

Interest-only loan Borrower pays only the interest on the loan in 

monthly payments for a fixed term. 

After an initial period, the balance of the loan 

is due. This could mean higher payments, 

paying a lump sum, or refinancing. 

Reverse mortgage Allows seniors to convert equity in their homes 

to cash; you don’t have to pay back the loan and 

interest as long as you live in the house. 

Subject to aggressive lending practices and 

false advertising promises, particularly by 

lenders that prey on seniors. Check to make 

sure the loan is Federally insured. 

price as a down payment. But many lenders now 

offer loans that require less. In these cases, you 

may be required to purchase private mortgage 

insurance (PMI) to protect the lender if you fall 

behind on payments.

•	 If PMI is required, ask what the total cost of the

insurance will be. How much will the monthly 

mortgage payment be when the PMI premium is 

added, and how long you will be required to carry 

PMI?

•	 Ask whether you can pay off the loan early and

whether there is a penalty for doing so.

There is a long list of sources for mortgages loans: 

mortgage banks, mortgage brokers, banks, thrifts 

and credit unions, home builders, real estate 

agencies, and Internet lenders. 

For more information on home buying and 

mortgages, visit www.hud.gov. Other good sources 

include the Mortgage Bankers Association at 

www.homeloanlearningcenter.com and the National 

Association of Realtors at www.realtor.org.

Mortgage Transfers

CFPB rules help mortgage borrowers by requiring 

that mortgage companies notify them when their 

loans are transferred to another company. Before 

the new rules, if your loan was sold or transferred 

from your current lender to a new lender, the new 

lender did not have to tell you that it acquired your 

loan. The new rules ensure that you know who owns 

your loan, which is important information if you have 

questions or payment disputes or want to discuss 

loan modifications. 

Under the new rules, the company that takes over 

your loan must send you a notice within 30 days 

of acquiring it. Even with a new loan owner, the 

company that “services” or handles your loan might 

not change and you might continue to send your 

mortgage payments to the same address. If that loan 

servicer changes, you will receive a separate notice. 

For more information about servicing companies, 

read the Federal Trade Commission’s publication, 

Mortgage Servicing: Making Sure Your Payments Count

at

www.ftc.gov/bcp/edu/pubs/consumer/homes/rea10.

shtm.

Avoiding Forec losure

If you miss your mortgage payments, foreclosure 

may occur. This is the legal means your lender 

can use to repossess your home. If you owe more 

than your property is worth, a deficiency judgment 

is pursued. Both foreclosures and deficiency 

judgments have a negative impact on your future 
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 25

housing

credit. You should avoid foreclosure if at all 

possible.

These steps can help:

•	 Do not ignore the letters from your lender. If you’re

having problems making your payments, call or 

write to your lender’s Loss Mitigation Department 

immediately. Explain your situation. Be prepared 

to provide financial information, such as your 

monthly income and expenses. Without this 

information, the lender may not be able to help.

•	 Stay in your home for now. You may not qualify

for assistance if you abandon your property. For 

example, the Hope for Homeowners program 

offers 30-year, fixed-rate mortgages only to owneroccupiers.

•	 Contact a HUD-approved housing counselor.

Call 1-800-569-4287 or TDD 1-800-877-8339 for the 

housing counseling agency nearest you. These 

agencies are valuable resources. 

• Contact Making Home Affordable for help. Call

1-888-995-4673 to talk to a HUD-approved credit 

counselor who will guide you through your 

options for free.

HUD counselors frequently have information on 

services and programs offered by government 

agencies as well as private and community 

organizations that could help you. The housing 

counseling agency may also offer credit counseling. 

These services are usually free of charge.

For more information, resources are available at the 

following agencies:

•	 The U.S. Department of Housing and Urban

Development (p. 101).

•	 The Federal Trade Commission (p. 106).

Additional advice, resources, and tips for 

homeowners can be found under Home Equity 

Loans (p. 15), Insurance (p. 29), and Home 

Improvement and Repairs (p. 25).

Moving Companies

Not all moving companies are the same. Although 

many are legitimate, some attempt to take advantage 

of their clients. Follow these guidelines to help you 

choose the right mover: 

Get a written estimate from several movers. Be 

wary of very low estimates. Some companies use 

the low price to get a contract and later ask for more 

money before they will remove your belongings from 

their truck.

Make sure the mover has an operating license.

For moves from one state to another, visit 

www.protectyourmove.gov to verify a mover’s 

license. For moves within a state, check your state, 

county, or local consumer affairs agency (p. 112).

Make sure the mover has insurance. If furniture 

is damaged during the move, the mover’s insurance 

should cover it. Ask how to file a complaint if there 

are limits to the coverage.

Check the mover’s track record. Contact your 

state or local consumer protection agency (p.112) or 

Better Business Bureau (p. 66) to see whether there 

is a history of complaints.

If you have a dispute with a moving company, you 

can file a complaint with the Federal Motor Carrier 

Safety Administration by calling 1-800-832-5660 or 

by visiting www.fmcsa.dot.gov.

Home Impr ovement And Repairs

Home improvements and repairs can cost 

thousands of dollars and are the subject of frequent 

complaints. 

housing

Mortgage Refinancing

Consider refinancing your mortgage if you can 

get a rate that is at least one percentage point 

lower than your existing mortgage rate and if 

you plan to keep the new mortgage for several 

years. When comparing mortgages, don’t forget 

to include the extra fees you must pay for the 

new mortgage. You may be able to get some 

fees waived if you are able to refinance with your 

current mortgage holder.

Beware of Foreclosure Rescu e

Sc ams—Help Is Free! 

•	 Beware of anyone who asks you to pay a

fee in exchange for a counseling service or 

modification of a delinquent loan.

•	 Scam artists often target homeowners who are

struggling to meet their mortgage commitment 

or are anxious to sell their homes. Recognize 

and avoid common scams.

•	 Assistance from a HUD-approved

housing counselor is free. Visit 

www.makinghomeaffordable.gov 

or call 1-800-569-4287. 

•	 Beware of people who pressure you to sign

papers immediately or who try to convince you 

that they can “save” your home if you sign or 

transfer the deed to your house over to them.

•	 Do not sign over the deed to your property to

any organization or individual unless you are 

working directly with your mortgage company 

to forgive your debt.
26 www.USA.gov To contact an organization, use the directory beginning on page 62.

housing

When selecting a contractor:

•	 Get recommendations and references. Talk to

friends, family, and others who have used the 

contractor for similar work.

•	 Get at least three written estimates. Insist the

contractors come to your home to evaluate what 

needs to be done. Be sure the estimates are 

based on the same work so that you can make 

meaningful comparisons.

•	 Check contractor complaint records with your

state or local consumer protection agency (p. 112) 

or Better Business Bureau (p. 66).

• Make sure the contractor meets licensing and

registration requirements. Your state or local 

consumer protection agency (p. 112) can help you 

find out what the necessary requirements are.

•	 Get the names of suppliers and ask them whether

the contractor makes timely payments.

•	 Contact your local building inspection department

to check for permit and inspection requirements. 

Be wary if the contractor asks you to get the 

permit; it could mean the firm is not licensed.

•	 Be sure your contractor is insured. The contractor

should have personal liability, property damage, 

and workers’ compensation insurance for workers 

and subcontractors. Also check with your 

insurance company to find out whether you are 

covered for any injury or damage that might occur.

•	 Insist on a written contract that states exactly

what work will be done, the quality of materials 

that will be used, warranties, timetables, the 

names of any subcontractors, the total price of the 

job, and the schedule of payments.

•	 Try to limit your down payment. Some states

have laws limiting the amount of down payment 

required.

•	 Understand your payment options. Compare the

cost of getting your own loan versus contractor 

financing.

•	 Don’t make a final payment or sign a final release

until you are satisfied with the work and know that 

subcontractors and suppliers have been paid. 

Some state laws allow unpaid subcontractors and 

suppliers to put a lien on your home for bills the 

contractor failed to pay.

•	 Pay by credit card when you can. You may have

the right to withhold payment to the credit card 

company until problems are corrected (see p. 11).

Be especially cautious if the contractor:

•	 Comes door-to-door or seeks you out.

•	 Just happens to have material left over from a

recent job.

•	 Offers you discounts for finding other customers.

•	 Quotes aprice that’soutoflinewithother estimates.

•	 Pressures you for an immediate decision.

•	 Can only be reached by leaving messages with an

answering service.

•	 Drives an unmarked van.

•	 Has out-of-state license plates.

•	 Asks you to pay for the entire job up front.

With most home improvements, federal law gives 

you three business days to cancel without penalty. 

See 3-Day Cooling-Off Rule (p. 43). Of course, you 

would be liable for any benefit already received. 

Mortgage & FORECLOS URE SCAMS

•	 Lease-back or rent-to-buy scams: You are asked to 

transfer the title to your home “temporarily” to the scam 

artist who promises to obtain better financing for your 

mortgage and allow you to stay in your home as a renter 

with the option to purchase the home back. However, 

if you do not comply with the terms of the rent-to-buy 

agreement, you will lose your money and be evicted like 

any other tenant. 

•	 Fake “government” modification programs: These 

scams claim to be affiliated with the government or 

require that you pay high fees in order to benefit from 

government modification programs. Remember that you 

do not have to pay any fees to participate in governmentapproved programs. Some frauds may even use words 

like “Federal” or “government-approved” or acquire 

website names that make consumers think they are 

associated with the government.

•	 Refinance fraud: The scam artist offers to be an 

intermediary between you and your mortgage lender to 

negotiate a loan modification. The scam artist may even 

instruct you to make payments directly to him or her, 

which the scammer will send to the lender. However, the 

scam artist will not forward the payments to your lender 

and you could still lose your home.

•	 “Eliminate your debt” claims: Some companies may 

make false legal claims that you are not required to repay 

your mortgage or that they know of “secret laws” that can 

eliminate your debt. Do not believe these claims.

•	 Refinance scams: You are encouraged to sign 

“foreclosure rescue” loan documents to refinance your 

loan. In reality, you have surrendered ownership of your 

home because the loan documents are actually deed 

transfer documents. You may falsely believe that your 

home has been saved from foreclosure until you receive 

an eviction notice months or even years later.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 27

insurance

State laws may also provide some protection. And 

remember, if you finance home improvements with 

a home equity loan (p. 15) and don’t make your 

payments, you could lose your home.

Renting /Leasing

A lease is an agreement that outlines the 

obligations of the owner and the tenants of a house 

or apartment. It is a legally binding document that 

courts will generally uphold in legal proceedings, so 

it is important for you to know the exact terms of the 

lease agreement before you sign it. Some things to 

look for in a lease:

•	 Clauses that allow the landlord to change the

terms of the lease after it is signed.

•	 Requirements/responsibilities of the tenants to

do routine repairs such as lawn maintenance, 

cleaning, or notification about repairs.

•	 Restrictions that would prevent you from living

normally or comfortably in the home.

•	 Term of the lease and any important dates such as

when the rent is due or garbage pickup days.

Read the lease carefully and discuss anything you 

don’t understand or any issues you might have. All 

landlord responsibilities should be clearly stated. 

Always get a copy of the signed lease to keep in 

your records. Any clause or terms in the agreement 

affects ALL parties who sign.

Tenants who lease or rent property are protected by 

the Fair Housing Act. If you think your rights have 

been violated, you may write a letter to or call the 

HUD office nearest you (p. 101). You have one year 

after the alleged violation to file a complaint with 

HUD, but you should file as soon as possible.

Each state has its own set of tenant rights, laws, and 

protections. For a state-by-state directory, visit 

www.hud.gov/local. You can also find available 

public housing at www.hud.gov. The agency 

(p. 101) offers several housing assistance programs 

for tenants and landlords as well as information on 

rights of residents and displaced tenants. 

Ten Tips for Renters

 1. The best way to win over a prospective landlord 

is to be prepared by bringing a completed rental 

application with you; written references from 

previous landlords, employers, friends, 

and colleagues; and a current copy of your 

credit report.

 2. Carefully review all of the important conditions 

of the tenancy before you sign.

 3. To avoid disputes or misunderstandings with 

your landlord, get everything in writing.

 4. Ask about your privacy rights before you sign 

the lease. 

 5. Know your rights to live in a habitable rental 

unit—and don’t give them up.

 6. Keep communication open with your landlord.

 7. Purchase renters’ insurance to cover your 

valuables.

 8. Make sure the security deposit refund 

procedures are spelled out in your lease or 

rental agreement.

 9. Learn whether your building and neighborhood 

are safe, and what you can expect your landlord 

to do if they aren’t.

10. Know when to fight an eviction notice and when 

to move. Unless you have the law and provable 

facts on your side, fighting an eviction notice is 

usually shortsighted.

INSURAN CE

General sources of insurance information include 

the American Council of Life Insurers (p. 142), the 

Insurance Information Institute (p. 144), the National 

Association of Insurance Commissioners (p. 145), 

and your state insurance department (p. 130). You 

can also visit www.insure.com. 

When buying insurance, whether it’s home, life, 

auto, rental, or other:

•	 Find out whether your state insurance department

(p. 130) offers any information concerning 

insurance companies and rates. This is a good 

insurance

Making Home Affordable

The Making Home Affordable Program offers opportunities 

to modify or refinance your mortgage to make your monthly 

payments more affordable. It also includes the Home Affordable 

Foreclosure Alternatives Program for homeowners who are 

interested in a short sale or deed-in-lieu of foreclosure. Visit 

www.makinghomeaffordable.gov or call 

1-888-995-HOPE (4673). 
28 www.USA.gov To contact an organization, use the directory beginning on page 62.

insurance

way to get a feeling for the range of prices and the 

lowest-cost providers in your area. 

•	 Check several sources for the best deal. Try

getting quotes online, but be aware that many 

online services may provide prices for just a few 

companies. An independent insurance agent who 

works with several insurers in your local area may 

be able to get you a better deal.

•	 Make sure the insurance company is licensed and

covered by the state’s guaranty fund. The fund 

pays claims in case the company defaults. Your 

state insurance department (p. 130) can provide 

this information.

•	 Check the financial stability and soundness of

the insurance company. Ratings from A.M. Best 

(www.ambest.com), Standard & Poor’s 

(www.standardandpoors.com), and Moody’s 

Investors Services (www.moodys.com) are 

available online and at most public libraries.

•	 Research the complaint record of the company.

Contact your state insurance department (p. 130), 

or visit the website of the National Association of 

Insurance Commissioners (www.naic.org), which 

has a database of complaints filed with state 

regulators.

•	 Find out what others think about the company’s

customer service. Consumers can rate 

homeowner insurance companies at 

www.jdpower.com/insurance.

•	 Once you pay your first insurance premium,

make sure you receive a written policy. This tells 

you that the agent forwarded your premium to 

the insurance company. If you don’t receive a 

policy within 60 days, contact your agent and the 

insurance company.

If you suspect fraud, call the National Insurance 

Crime Bureau’s hotline at 1-800-835-6422. For more 

information, check out www.insurancefraud.org.

Auto Insurance

The requirements for auto insurance vary from state 

to state. Check with your state insurance regulator 

(p. 130) to learn more about individual requirements 

as well as insurers you may be considering for your 

policy. 

To get the best coverage at the best price, get 

several quotes from insurance companies. It may 

save you hundreds of dollars a year. Other ways to 

reduce your insurance premium are:

•	 Raise your deductible on collision and

comprehensive coverage. If you have an older car, 

you might want to drop this coverage altogether.

•	 Take advantage of discounts. You may be eligible

for a discount based on the number of miles 

you drive; your age (turning 25 or 50); your good 

grades if you are a student; your driving record 

(no moving vehicle violations or accidents in three 

years); or if you’ve taken a safe-driving course. 

You might also be able to get discounts if you 

insure more than one vehicle, insure your vehicle 

and your home with the same company, have 

anti-theft devices, or have safety features such as 

air bags or anti-lock brake system.

You can also find valuable information about car 

ownership in the Cars section (p. 6).

Disabi lity Insurance

Disability can be more disastrous financially than 

death. If you are disabled, you lose your earning 

power, but you still have living expenses and often 

huge expenses for medical care. When purchasing 

disability insurance, ask:

•	 How is disability defined? Some policies 

consider you disabled if you are unable to perform 

the duties of any job. Better plans pay benefits if 

you are unable to do the usual duties of your own 

occupation. 

•	 When do benefits begin? Most plans have a 

waiting period after an illness before payments 

begin.

•	 How long do benefits last? After the waiting 

period, payments are usually available until you 

reach age 65, though shorter or longer terms are 

also available.

•	 What dollar amount is promised? Can 

benefits be reduced by Social Security disability 

and workers’ compensation payments? Are the 

benefits adjusted for inflation? Will the policy 

provider continue making contributions to your 

pension plan so you have retirement benefits 

when the disability coverage ends? 

For more information on disability insurance, visit 

www.iii.org and www.ahip.org.

Hea lth Insurance

More Coverage, More Choices 

The 2010 Affordable Care Act puts in place 

comprehensive health insurance reforms that will 

roll out over several years. Some new provisions 

are already in place; most changes will take affect 

by 2014. The law puts into place comprehensive 

health insurance reforms that will hold insurance 

companies more accountable and will lower health 

care costs, guarantee more health care choices, and 

enhance the quality of health care for all Americans. 

Major provisions affecting consumers include:

•	 Coverage for seniors who hit the Medicare

Prescription Drug “donut hole,” including a rebate 

for those who reach the gap in drug coverage;

•	 Expanded coverage for young adults, allowing
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 29

insurance

them to stay on their parents’ plan until they turn 

26 years old;

•	 Small-business tax credits to help these

companies provide insurance coverage to their 

workers; and 

•	 Providing access to insurance for uninsured

Americans with pre-existing conditions. 

For more information about the law, go to 

www.healthcare.gov.

Group Policies 

Many consumers have health care coverage from 

their employers. Others have medical care paid 

through a government program such as Medicare 

(p. 100), Medicaid (p. 100), or the Veterans Health 

Administration (p. 104). 

If you have lost your group coverage from an 

employer as the result of unemployment, death, 

divorce, or loss of “dependent child” status, you may 

be able to continue your coverage temporarily under 

the Consolidated Omnibus Budget Reconciliation 

Act (COBRA). You, not the employer, pay for this 

coverage. When one of these events occurs, you 

must be given at least 60 days to decide whether you 

wish to purchase the coverage.

Some states offer an insurance pool to residents 

who are unable to obtain coverage because of a 

health condition. To find out if a pool is available 

in your state, check with your state department of 

insurance (p. 130).

Most states also offer free or low-cost coverage for 

children who do not have health insurance. Visit 

www.insurekidsnow.gov or call 1-877-KIDS-NOW 

(543-7669) for more information.

Hea lth care Plans

When purchasing health insurance, your choices 

will typically fall into one of three categories:

•	 Traditional fee-for-service health insurance 

plans are usually the most expensive choice, but 

they offer you the most flexibility when choosing 

health care providers. 

•	 Health Maintenance Organizations (HMOs)

offer lower co-payments and cover the costs of 

more preventive care, but your choice of health 

care providers is limited. The National Committee 

for Quality Assurance evaluates and accredits

HMOs. You can find out whether one is accredited 

in your state by calling 1-888-275-7585. You can 

also get this information, as well as report cards 

on HMOs, by visiting www.ncqa.org.

•	 Preferred Provider Organizations (PPOs)

offer lower co-payments like HMOs, but give you 

more flexibility when selecting a provider. A PPO 

gives you a list of providers you can choose from.

WARNING: If you go outside the HMO or PPO

network of providers, you may have to pay a 

portion or all of the costs.

When choosing among different health care plans, 

you’ll need to read the fine print and ask lots of 

questions, such as:

•	 Do I have the right to go to any doctor, hospital,

clinic, or pharmacy I choose?

•	 Are specialists such as eye doctors and dentists

covered?

•	 Does the plan cover special conditions or

treatments such as pregnancy, psychiatric care, 

and physical therapy?

•	 Does the plan cover home care or nursing home

care?

•	 Will the plan cover all medications my physician

may prescribe?

•	 What are the deductibles? Are there any

co-payments?

•	 What is the most I will have to pay out of my own

pocket to cover expenses?

•	 If there is a dispute about a bill or service, how is

it handled? In some plans, you may be required 

to have a third party decide how to settle the 

problem.

Home owners ’/Renters ’ Insurance

You may be able to save hundreds of dollars a year 

on homeowners’ insurance by shopping around. 

You can also save money by following these tips:

•	 Consider a higher deductible. Increasing your

insurance

Medicare Beneficiaries

Medicare beneficiaries can compare HMO 

programs at www.medicare.gov and 

www.medicarenewswatch.com.
30 www.USA.gov To contact an organization, use the directory beginning on page 62.

insurance

deductible by just a few hundred dollars can make 

a big difference in your premiums.

•	 Ask your insurance agent about discounts. You

may be able to get a lower premium if your home 

has safety features such as dead-bolt locks, 

smoke detectors, an alarm system, storm shutters, 

or fire-retardant roofing material. Persons over 55 

years of age or long-term customers may also be 

offered discounts. 

•	 Insure your house, NOT the land under it. After a

disaster, the land is still there. If you don’t subtract 

the value of the land when deciding how much 

homeowners’ insurance to buy, you will pay more 

than you should.

•	 Don’t wait until you have a loss to find out whether

you have the right type and amount of insurance. 

•	 Make certain you purchase enough coverage to

replace what is insured. “Replacement” coverage 

gives you the money to rebuild your home and 

replace its contents. An “Actual Cash Value” 

policy is cheaper but pays the difference between 

your property’s worth at the time of loss minus 

depreciation for age and wear.

•	 Ask about any special coverage you might

need. You may have to pay extra for computers, 

cameras, jewelry, art, antiques, musical 

instruments, stamp collections, etc. 

•	 Remember that flood and earthquake damage

are not covered by a standard homeowners’ 

policy. The cost of a separate earthquake policy 

will depend on the likelihood of earthquakes in 

your area. Homeowners who live in areas prone 

to flooding should take advantage of the National 

Flood Insurance Program (p. 101). 

•	 If you are a renter, do not assume your landlord

carries insurance on your personal belongings. 

Purchase a separate policy for renters.

Life Insurance

Your need for life insurance will change with 

changes in your life. For example, the arrival of 

children usually triggers a sharp increase in the 

amount you will need. As children grow older 

and leave the nest, you will probably need less 

protection.

Term life insurance policies are the least costly. 

They pay death benefits but have no cash value if 

you decide to stop making payments. As the word 

“term” suggests, these policies are in effect for 

a specific period—one year, or until you reach a 

certain age are common. Visit www.accuquote.com

for online comparisons of term life insurance.

Whole life, universal life, and other cash value 

policies combine a long-term savings and 

investment product with life insurance. Canceling 

these policies after only a few years can more than 

double your life insurance costs.

Long -Term Care Insurance

Medical advances have resulted in an increased 

need for nursing home care and assisted living. 

Most health insurance plans and Medicare severely 

limit or exclude long-term care. Here are some 

questions to ask when considering a separate longterm care insurance policy: 

•	 What qualifies you for benefits? Some 

insurers say you must be unable to perform a 

specific number of the following activities of 

daily living: eating, walking, getting from bed to a 

chair, dressing, bathing, using the restroom, and 

remaining continent.

•	 What type of care is covered? Does the policy 

cover nursing home care? What about coverage 

for assisted-living facilities that provide less client 

care than a nursing home? If you want to stay in 

your home, will it pay for care provided by visiting 

nurses and therapists? What about help with food 

preparation and housecleaning?

•	 What will the benefit amount be? Most plans 

are written to provide a specific dollar benefit per 

day. The benefit for home care is usually about 

half the nursing home benefit, but some policies 

pay the same for both forms of care. Other plans 

pay only for your actual expenses. 

•	 What is the benefit period? It is possible to get 

a policy with lifetime benefits, but this can be very 

expensive. Other options for coverage are from 

one to six years. The average nursing home stay is 

about 2.5 years.

•	 Is the benefit adjusted for inflation? If you buy 

a policy prior to age 60, you face the risk that a 

fixed daily benefit will not be enough by the time 

you need it.

•	 Is there a waiting period before benefits

begin? A 20- to 100-day period is not unusual.

Other Insurance

• Travel Insurance. There are four kinds of 

travel insurance: Travel Cancellation Insurance, 

Baggage or Personal Effects Coverage, 

Emergency Medical Coverage, and Accidental 

Death. One helpful website is 

www.insuremytrip.com. See page 47 for additional 

insight on travel concerns and problems.

•	 Identity Theft Insurance. This type of insurance 

provides reimbursement to crime victims for the 

cost of restoring their identity and repairing credit 

reports. Some companies now include this as part 

of their homeowners’ insurance policy. Others sell 

it as a stand-alone policy. Ask your homeowner 

policy company for information.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 31

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• International Health Care Insurance. A policy 

that provides health coverage no matter where 

you are in the world. The policy term is flexible so 

you can purchase it only for the time you will be 

out of the country. Contact your current health 

care provider for coverage information.

• Liability Insurance. Insurance for what the 

policyholder is legally obligated to pay because 

of bodily injury or property damage caused 

to another person. Search online or ask your 

personal insurance agent for more information.

• Umbrella Insurance. A policy that supplements 

the insurance you already have for home, auto, 

and other personal property. Umbrella insurance 

can help cover costs that exceed the limits of 

other policies.

INTERNE T

Choosing Ser Vice Providers

To connect your computer to the Internet, you’ll 

need an Internet Service Provider (ISP). Some 

ISPs are large and well known, while others are 

literally one-person operations. Some companies 

limit their service to providing Internet access only. 

Others, such as a telephone or cable company, may 

offer Internet access as part of a larger package 

of services. You may also have access to fiberoptic service in your community. It is important to 

compare service providers and options to make sure 

you are getting what you want and the best deal 

possible to meet your needs. 

If you have limited Internet expertise, you may want 

to start with one of the well-known ISPs. They 

usually offer user-friendly startup software. This 

software often includes features such as a browser, 

instant messaging, parental controls, and pop-up 

blockers. Many also offer 24-hour tech support. 

Of course, all of this convenience results in higher 

monthly user fees. Once you are comfortable with 

how the Internet works, you may decide you don’t 

need the “extras” and can switch to a lower-cost ISP.

Whatever your present level of expertise, you will 

want to consider these factors when selecting a 

provider:

•	 Speed. If all you want to do is check e-mail and 

read web pages, a dial-up connection may be 

enough. But most people also want to download 

music or television shows or watch videos. For 

these, you will need a faster connection with 

broadband access, such as a digital subscriber 

line (DSL), a cable modem, or satellite.

•	 Availability. For dial-up service, is there a local 

phone number or a toll free number for access? 

•	 Wireless access. Can you get a wireless 

connection for other computers in your home?

•	 E-mail. How many e-mail accounts come with 

the service? What will be the storage limit on your 

mailbox? How many days does the ISP keep your 

mail before deleting it?

•	 Website space. Do you want to create a personal 

website? If so, find out whether your provider 

offers web space and software to create your 

page.

•	 Software. Is any software required to activate the 

service? How do you get it? What is the capacity 

of this software? Can you use whatever browser 

or e-mail program you’d like?

internet

Bundling and Other Promotions 

Do you want to get Internet, telephone, and TV service from the 

same provider? Buying a bundle of services from one provider 

can be a good deal, but it could make it more difficult to change 

providers for any one service if you’re tied into a long-term 

contract. 

Special promotions such as introductory pricing may be 

enticing, but read the fine print. The promotion price probably 

does not include taxes or the cost of extra equipment or fees. 

Ask the provider to explain all the one-time, recurring, and 

special charges, including taxes and fees. Get all promises in 

writing. Ask when the special promotions end and what the 

post-promotion cost will be. Also find out whether you have to 

install any special equipment and whether the provider will help 

troubleshoot on the phone if you have any problems. 

Some deals are available only online or by phone. Even if you 

have to order online, call the provider first to ask questions. 

When you are online, review any frequently asked questions, 

minimum system requirements, and fine-print terms and 

conditions. Read the entire customer service agreement and 

print a copy for your records. For more information, go to www.

ftc.gov/bcp/consumer.shtm. For help deciding on the best 

values from Internet, telephone, and TV service providers; filing 

a complaint; or learning more about consumer protections, go to 

www.reboot.fcc.gov/consumers.
32 www.USA.gov To contact an organization, use the directory beginning on page 62.

internet

•	 Support. What kinds of support are available—

phone, e-mail, chat, etc.? What are the hours of 

support? Are there any additional charges for 

support?

•	 Special features. What services are provided 

for spam blocking, virus protection, instant 

messaging, and chat rooms?

•	 Terms of service. Is there a limit to the number of 

hours per month you can use the service? 

•	 Cost. What is the monthly fee for the service? Are 

there any additional equipment or set-up fees? 

Wire less computing

Going wireless provides you with freedom to 

use your computer in multiple locations, without 

dragging cables and cords with you. However, 

the privilege of increased freedom comes with 

the danger of increased vulnerability. Wireless 

internet requires that you have access to a wireless 

network via a wireless router. It is important that 

you secure your network so that strangers can’t 

use your network without your knowledge (also 

known as “piggybacking”). In addition, computer 

hackers could use your network to access personal 

information you save or send from your computer. 

This is particularly important if you conduct 

financial transactions online. These reasons 

highlight the importance of taking steps to secure 

your wireless network. If you use the wireless

(“Wi-Fi”) network at bookstores, airports or other 

public places, there are other precautions you 

should take to protect your privacy.

At home:

•	 Turn on encryption. When you buy a wireless 

router, it is important to turn on the encryption 

feature. This scrambles information that you send 

over the Internet so that other people cannot 

access it. 

•	 Rename your router. Change the name from the 

default to something only you would know.

•	 Change the password. Routers come with a 

standard password. Create a new smart one with 

a mix of letters, numbers, and special characters. 

For help creating passwords, see page 41.

•	 Turn off your router when you are not using it.

On public wireless networks:

•	 Don’t assume that the network is secure.

Most public wireless networks don’t encrypt 

information you send. Avoid sending private 

information from public locations.

•	 Use encrypted websites. If you must send 

sensitive information from a public network, make 

certain that URL starts with “https” (“s” means 

secure). Look for that on every page you visit.

•	 Log out of sites after you finish using them rather 

than using “remember me” features. It is better to 

deal with the hassle of logging in again than giving 

away your login credentials to someone else on 

the network.

For more information about wireless computing visit 

www.onguardonline.gov.

Online File Sharing

Every day, millions of computer users share files 

online. Whether it’s music, games, video, or 

software, peer-to-peer (P2P) file sharing allows 

users to share all kinds of content. To share files, 

you download special software that connects your 

computer to an informal network of other computers 

running the same software. The software is often 

free and easy to access.

However, file sharing can have a number of risks. 

For example, when you are connected to file sharing 

programs, you could unknowingly allow others 

to copy private files you never intended to share. 

You could download material that is protected 

by copyright laws and find yourself mired in legal 

issues; you could download a virus or facilitate a 

security breach; or you could unwittingly download 

pornography labeled as something else.

beware: Scareware

If you’ve ever received a “security alert” stating 

that malicious software was found on your 

computer it may have been scareware. These 

messages will persuade you that your computer 

is infected with a virus that you can only eliminate 

by purchasing and installing specific software. 

Don’t follow that advice; shut down your browser 

without clicking in the message. If you believe 

that your computer is infected, you should run a 

scan using a known anti-virus software. For more 

information about scareware and protecting your 

computer, visit www.onguardonline.gov. 

PROTECTING CHILDREN ONLINE

The Children’s Online 

Privacy Protection Act 

requires commercial 

websites to obtain parental 

consent before collecting, 

using, or disclosing 

personal information from 

children under age 13. For 

more information, contact 

the FTC (p. 106)or visit 

www.ftc.gov.
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internet

To secure the personal information stored on your 

computer, the FTC suggests that you:

•	 Set up the file-sharing software very carefully.

•	 Be aware of spyware. Use a good anti-spyware

program.

•	 Close your connection when you’re not using it.

•	 Use an effective anti-virus program and update it

regularly. 

•	 Talk with your family about file sharing.

For more information on P2P, visit 

www.onguardonline.gov.

Online Copyright Issues

Quite simply, it’s illegal to make or download

unauthorized copies of software. Whether you are 

casually making a few copies for friends, lending 

disks, distributing and/or downloading pirated 

software via the Internet, or buying a single software 

program and then installing it on 100 computers, you 

are committing a copyright infringement. It doesn’t 

matter whether you make money doing it or not. If 

you or your company is caught copying software, 

you may be held liable under both civil and criminal 

law.

If the copyright owner brings a civil action against 

you, the owner can seek to stop you from using 

its software immediately and can also request 

monetary damages. The copyright owner can sue 

for as much as $150,000 for each program copied. 

In addition, the government can prosecute you 

criminally for copyright infringement. If convicted, 

you can be fined up to $250,000, or sentenced to jail 

for up to five years, or both.

For more information, visit www.cybercrime.gov, a 

site sponsored by the U.S. Department of Justice 

(p. 102), or www.bsa.org, a site on online piracy 

issues managed by the Business Software Alliance.

Preventing Online Fraud

The Internet gives you easy access to information, 

entertainment, financial offers, and countless other 

services. The flip side, however, is that it can leave 

you vulnerable to online scammers, identity thieves, 

and criminals. To guard against Internet fraud, 

follow these tips: 

•	 Know your seller. If you don’t, do some research.

•	 Company websites often provide information in 

a section called “About Us.” Some online sellers 

participate in programs, such as BBBOnLine, 

that help resolve problems. Look for a logo or 

endorsement seal on the company website; this is 

an indication, but not a guarantee, of the seller’s 

reliability.

•	 Check with state and/or local consumer offices.

•	 Another way to check online sellers is to look for

other consumers’ comments. Some Internet 

auction sites post ratings of sellers based on 

internet

Social Networking 

Social networking sites such as Facebook, 

Twitter, LinkedIn, craigslist, and others continue 

to gain popularity. These sites make it easy to 

re-connect, stay in touch, and even do business. 

But recent reports involving privacy concerns and 

crimes should make users more careful about the 

information they share. Some tips to consider to 

protect your privacy and safety include: 

•	 Make your contact information private.

•	 Limit who can search your profile from Internet

search engines.

•	 Manage who can view your images; untag photos

if necessary.

•	 Create separate lists to manage who can see the

information you’ve posted. 

•	 Be careful about who can see your status

updates. 

•	 Refrain from telling people where you are at any

specific time.

•	 Be cautious about arranging meetings in person

with online acquaintances. 

For more information go to: 

•	 Federal Communications Commission:

www.reboot.fcc.gov/consumers

•	 Federal Trade Commission:

www.onguardonline.gov

•	 GetNetWise: www.getnetwise.org 

•	 Internet Keep Safe Coalition:

www.ikeepsafe.org 

•	 i-SAFE: www.i-safe.org 

•	 National Center for Missing & Exploited Children:

www.missingkids.com. 

•	 National Crime Prevention Council:

www.ncpc.org; www.mcgruff.org 

•	 National Cyber Security Alliance:

www.staysafeonline.org 

•	 Wired Safety: www.wiredsafety.org

To file a complaint about fraudulent, deceptive, 

or unfair business practices, or for additional 

information, visit www.ftc.gov or call 

1-877-382-4357; TTY: 1-866-653-4261.

See page 

51 for tips to 

write a social 

media will.
34 www.USA.gov To contact an organization, use the directory beginning on page 62.

internet

comments from buyers. Beware of too many 

glowing stories that might have been placed by 

sellers themselves.

•	 Protectyourpersonalinformation. Don’t provide 

it in response to an e-mail, a pop-up, or a website 

you’ve linked to from an e-mail or web page.

•	 Take your time and resist any urge to “act now” 

to keep your account open or take advantage of a 

special offer. 

•	 Use anti-virus and anti-spyware software, as 

well as a firewall, and update them all regularly. 

Make sure your operating system and web 

browser are set up properly, and update them 

regularly as well.

•	 Protect your passwords. Don’t share your 

passwords with anyone. Memorize them. 

•	 Back up important files. Copy them onto 

another computer or a removable hard drive such 

as a flash memory stick. 

Learn whom to contact if something goes wrong 

online. Report suspected fraud to your bank, credit 

card company, or relevant authority.

The FTC (p. 106) provides tips to help secure 

your computer, guard against Internet fraud, 

and protect your personal information. Visit 

www.onguardonline.gov for more information. 

To keep up to date with the latest computer threats, 

sign up for alerts from the Department of Homeland 

Security at www.uscert.gov.

Here are some other sources on protecting yourself 

and your family while using the Internet:

•	 GetNetWise (www.getnetwise.org) is a 

public service sponsored by Internet industry 

corporations and public interest organizations 

to help ensure that Internet users have safe, 

constructive, and educational or entertaining 

online experiences. 

•	 Internet Keep Safe Coalition 

(www.ikeepsafe.org) is a coalition of governors/

first spouses, law enforcement, the American 

Medical Association, the American Academy 

of Pediatrics, and other associations dedicated 

to helping parents, educators, and caregivers by 

providing tools and guidelines to teach children 

the safe and healthy use of technology.

•	 National Cyber Security Alliance 

(www.staysafeonline.org) is a nonprofit 

organization that provides tools and resources 

to empower home users, small businesses, and 

schools, colleges, and universities to stay safe 

online.

•	 Staysafe (www.staysafe.org) is an educational 

site intended to help consumers understand 

the positive aspects of the Internet and how to 

manage a variety of safety and security issues that 

exist online.

•	 Wired Safety (www.wiredsafety.org) is an 

Internet safety and help group comprised of 

unpaid volunteers around the world that provides 

education, assistance, and awareness on all 

aspects of cybercrime and abuse, privacy, 

security, and responsible technology use. Wired 

Safety is the parent group of www.teenangels.org, 

FBI-trained teens and preteens who promote 

Internet safety.

Phishing Continues to Be a Problem

“Phishing” is the use of fraudulent e-mail designed 

to steal identities as well as vital personal 

information such as credit card numbers, bank 

account PINs, and passwords. Phishing e-mails 

often ask you to verify this type of information. 

Legitimate companies never ask for your password 

or account number via e-mail. If you’re not sure, call 

the company directly. 

Don’t Take the Bait

Don’t reply to e-mail messages that claim your credit 

card information or other personal information 

needs to be updated. They may even threaten to 

disable your account. Don’t believe it!

Spam

E-mail spam is not just unwanted; it can be 

offensive. Pornographic spam causes many 

consumer complaints. Decrease the number of 

spam e-mails you receive by making it difficult for 

spammers to get and use your e-mail address:

•	 Don’t use an obvious e-mail address, such as

JaneDoe@isp.com. Instead use numbers or other 

digits, such as Jane4oe6@isp.com.

•	 Use one e-mail address for close friends and

family and another for everyone else. Free 

addresses are available from Yahoo!, Gmail, and 

Hotmail. You can also get a disposable forwarding 

address from www.spammotel.com. If an address 

attracts too much spam, get rid of it and establish 

a new one.

•	 Don’t post your e-mail address on a public web

page. Spammers use software that harvests text 

addresses. Substitute “janedoe at isp.com” for the 

“janedoe@isp.com,” or display your address as a 

graphic image, not text.

•	 Don’t enter your address on a website before you

check its privacy policy.

•	 Uncheck any checked boxes. These often grant

the site or its partners permission to contact you.

•	 Don’t click on an e-mail’s “unsubscribe” link

unless you trust the sender. This action tells the 

sender you are there. 
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 35

investing

•	 Never forward chain letters, petitions, or virus

warnings. All could be a spammer’s trick to collect 

addresses.

•	 Disable your e-mail “preview pane.” This stops

spam from reporting to its sender that you’ve 

received it.

•	 Choose an Internet Service Provider (ISP) that

filters e-mail. If you get lots of spam, your ISP may 

not be filtering effectively. 

•	 Use spam-blocking software. Web browser

software often includes free filtering options. 

You can also purchase special software that will 

accomplish this task. 

•	 Report spam. Alert your ISP that spam is slipping

through its filters. The Federal Trade Commission 

also wants to know about “unsolicited commercial 

e-mail.” Forward spam to spam@uce.gov. For 

more information, visit www.ftc.gov/spam.

INVESTING

If you have a financial goal in mind, such as saving 

for retirement, paying for college, or buying a new 

house, then you have some homework to do before 

you invest your money. What is your tolerance for 

risk? What do you want to invest in: stocks, bonds, 

mutual funds? Do you want to open an IRA or buy 

an annuity? Does your employer offer a 401(k)? You 

must investigate before you invest—and remember, 

every investment involves some degree of risk. Most 

securities are not insured by the Federal government 

if they lose money or fail, even if you purchase them 

through a bank or credit union that offers Federally 

insured savings accounts. Make sure you have 

answers to all of these questions before you invest:

•	 How quickly can you get your money back?

Stocks, bonds, and shares in mutual funds usually 

can be sold at any time, but there is no guarantee 

you will get back all the money you paid for them. 

Other investments, such as limited partnerships, 

certificates of deposit (CDs), or IRAs, often 

restrict your ability to cash out your holdings.

•	 What can you expect to earn on your money?

While bonds generally promise a fixed return, 

earnings on most other securities go up and 

down with market changes. Keep in mind that just 

because an investment has done well in the past, 

there is no guarantee it will do well in the future.

•	What type of earnings can you expect? Will 

you get income in the form of interest, dividends, 

or rent? Some investments, such as stocks and 

real estate, have the potential for earnings and 

growth in value. What is the potential for earnings 

over time?

•	 How much risk is involved? With any 

investment, there is always the risk that you 

won’t get your money back or the earnings 

promised. There is usually a trade-off between 

risk and reward—the higher the potential return, 

the greater the risk. The Federal government 

insures bank savings accounts and backs up U.S. 

Treasury securities (including savings bonds). 

See FDIC on page 106 and the chart on page 5 for 

regulatory information. Other investment options 

are not protected. 

•	 Are your investments diversified? Some 

investments perform better than others in certain 

situations. For example, when interest rates go 

investing

Beware: Investment Fraud

Deceptive pitches for investments often misrepresent or leave 

out facts in order to promote fantastic profits with little risk. 

No investment is risk-free, and a high rate of return means 

greater risk. Before investing, get written information such as a 

prospectus or annual report. Beware if a salesperson:

•	 Encourages you to borrow money or cash in retirement funds

to invest.

•	 Pressures you to invest immediately.

•	 Promises quick profits.

•	 Says the disclosure documents required by Federal law are

just 

a formality.

•	 Tells you to write false information on your account form.

•	 Sends material with typos or misspellings or not printed on

letterhead.

•	 Does not send your money promptly.

•	 Offers to share inside information.

•	 Uses words such as “guarantee,” “high return,” “limited

offer,” or “as safe as a CD.”

•	 Uses the phrase, “this investment is IRA-approved.”

• Claims that “off-shore investments are tax-free and

confidential.”
36 www.USA.gov To contact an organization, use the directory beginning on page 62.

investing

up, bond prices tend to go down. One industry 

may struggle while another prospers. Putting your 

money in a variety of investment options can help 

to reduce your risk.

•	 Are there any tax advantages to a particular

investment? U.S. Savings Bonds are exempt 

from state and local taxes. Municipal bonds are 

exempt from Federal income tax and, sometimes, 

state income tax as well. For special goals, such 

as paying for college and retirement, tax-deferred 

investments are available that let you postpone or 

even eliminate paying income taxes.

For more information about investing, check out 

the Securities and Exchange Commission’s (SEC) 

website: www.investor.gov. Be sure to note specific 

tips at http://investor.gov/avoid-fraud/get-the-factsthe-secs-roadmap-to-saving-and-investing. The 

SEC requires public companies to disclose financial 

and other information to help you make sound 

decisions. View the text of these files at

www.sec.gov/edgar.shtml, or call the SEC toll free 

Investor Information Service at 1-800-732-0330 to 

obtain free publications and investor alerts, or to 

learn how to file a complaint.

The Financial Industry Regulatory Authority 

(FINRA) also provides up-to-date market data 

and information for a wide range of stocks, bonds, 

mutual funds, and other securities through its 

Market Data Center at www.finra.org/marketdata.

The following companies rate the financial condition 

of corporations and municipalities issuing bonds. 

Their ratings are available online and at many public 

libraries:

•	 Standard & Poor’s (www.standardandpoors.com)

•	 Moody’s Investors Services (www.moodys.com)

For ratings of mutual funds, consult personal 

finance magazines such as Kiplinger’s Personal 

Finance, Money, Consumer Reports, Smart Money, and 

Worth. To compare expenses, use the Financial 

Industry RegulatoryAuthority (FINRA) Mutual Fund 

Expense Analyzer at 

https://apps.finra.org/fundanalyzer/1/fa.aspx.

Online Trading

Stocks can now be bought and sold with a mouse 

click from a wide range of online brokers, often with 

low transaction fees. However, the price of some 

stocks can instantly go from high to low. Online 

trading is quick and easy, but online investing takes 

time. Before you trade, ask questions and learn how 

to limit losses in this fast-moving marketplace by:

•	 Knowing what you’re buying.

•	 Understanding why you’re buying or selling.

Type of Investment What is It? Risk Level

Traditional IRA Traditional IRA is a personal savings plan that gives tax advantages 

for savings for retirement. Investments may include variety of 

securities. Contributions may be tax-deductible; earnings are not 

taxed until distributed.

Risk levels vary according 

to the holdings in the IRA.

Roth IRA A personal savings plan where earnings that remain in the account 

are not taxed. Investments may include a variety of securities. 

Contributions are not tax-deductible.

Risk levels vary according 

to the holdings in the IRA.

Money Market Funds Mutual funds that invest in short-term bonds. Usually pay better 

interest rates than a savings account but not as much as a certificate 

of deposit (CD). 

Low risk.

Bonds and Bond Funds Also known as fixed-income securities because the income they pay is 

fixed when the bond is sold. Bonds and bond funds invest in corporate 

or government debt obligations.

Low risk.

Index Funds Invest in a particular market index such as the S&P 500 or the 

Russell 2000. An index fund is managed passively and mirrors the 

performance of the designated stock or bond index.

Risk level depends on 

which index the fund uses. 

A bond index fund involves 

a lower risk level than an 

index fund of emerging 

markets overseas.

Stocks Stocks represent a share of a company. As the company’s value rises 

or falls, so does the value of the stock.

Medium to high risk.

Mutual Funds Invest in a variety of securities, which may include stocks, bonds, and/

or money market securities. Costs and objectives vary. 

Risk levels vary according 

to the holdings in the 

mutual fund.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 37

INVESTING

•	 Being aware of how quickly trading changes

during fast markets.

Financia l Brokers And Advis ors

When selecting a broker or investment advisor, 

research the person’s education and professional 

history as well as the firm the person works for. Ask:

•	 Has the person worked with others who have

circumstances similar to yours? 

•	 Is the person licensed in your state?Your state

securities regulator (p. 134) lists individuals and 

firms that are registered in your state. Ask if 

the regulatory office has any other background 

information. You can find out how to reach your 

state securities regulator by visiting www.nasaa.org.

•	 Has the person had any run-ins with regulators or

received serious complaints from investors? Call 

your local state securities regulator or the SEC 

(p. 107). You can also check out 

www.finra.org/brokercheck or call FINRA at 

1-800-289-9999 to find licensing, employment, 

and disciplinary information.

•	 How is the person paid? Is it an hourly rate, a

flat fee, or a commission that depends on the 

investments you make? Does the person get 

a bonus from his or her firm for selling you a 

particular product?

•	 What are the fees for setting up and servicing

your account?

Additional organizations that could be

helpful are: 

•	 The Commodity Futures Trading Commission

(CFTC) provides consumer alerts and advisories. 

Visit www.cftc.gov/ConsumerProtection. The 

Commission oversees the Reparations Program 

that resolves disputes between commodity 

customers and commodity professionals. You 

can institute “reparations” proceedings against 

commodity professionals registered with the 

Commission if they violate the anti-fraud or other 

provisions of the Commodity Exchange Act. To 

ask a question, report information, or submit a 

complaint, contact the CFTC (p. 108).

•	 Both the North American Securities

Administrators Association and the National 

Futures Association (p. 146) can offer helpful 

information.

Investing in Gold

Many financial experts recommend buying gold as 

part of a balanced portfolio. Some suggest buying 

only a small amount because values can fluctuate; 

others recommend heavier investments.

There are a number of ways to invest in gold; 

common ones include bullion, certificates, and 

coins. Most people depend on an investment 

advisor or company to help them choose. Make 

sure the person or company you choose is licensed 

with your state securities 

administrator (p. 134).

Also be aware that the U.S. 

Mint’s American Eagle 

Gold Bullion Coins are the 

only gold coins guaranteed 

by the U.S. government 

in terms of purity, weight, 

and content. They’re available from precious metal 

or collectible coin dealers, certain banks, and 

brokerage houses. If you’re considering investing in 

gold, do your homework first. Check the U.S. Mint 

website at www.usmint.gov. 

Another useful source for information on protecting 

yourself against scam artists touting coins and 

precious metals as safe investments to hedge 

against bad economic times is www.ftc.gov/bcp/

edu/pubs/consumer/alerts/alt186.shtm.

Retirement Planning

Part of smart investing is planning for retirement. 

The average American spends 20 years in 

retirement, but less than half of Americans calculate 

how much they need to save for their retirement 

years. Regardless of your age, it’s never too early or 

too late to start. 

The three major components of a retirement 

portfolio are generally benefits from pensions, 

savings and investments, and Social Security. 

If you are still working and your employer offers a 

plan, find out how it works. If your employer has a 

401(k) type plan and offers to put some money in 

if you do (called a match), this should be the first 

place that you save. Make sure you understand how 

a job change might affect your employer-based 

retirement plan and what your options are for saving 

that money. If you switch jobs before you are fully 

vested, you may lose a significant amount of money. 

As you approach retirement, there are many factors 

to consider. Experts advise that you will need 

about 80% of your pre-retirement income in your 

retirement years. The exact amount, of course, 

depends on your individual needs. For example:

•	 How old do you plan to be when you retire?

•	 Will your spouse or partner retire when you do?

•	 Where do you plan to live? Will you downsize,

own, or rent?

•	 Do you expect to work part time?

•	 Will you have the same medical insurance you had

while working? Will coverage change?

•	 Do you want to travel or pursue a new hobby that

might be costly? 

INVESTING

If you need more information 

or have an investment advisor 

problem that you are unable to 

resolve directly, you can contact 

the SEC (p. 107) or FINRA (p. 144).
38 www.USA.gov To contact an organization, use the directory beginning on page 62.

phones

•	 If you have a financial advisor, talk to him or her

about your plans. 

For more information go to:

•	 AARP: www.aarp.org 

•	 American Savings Education Council:

www.asec.org

•	 Certified Financial Planner Board of Standards:

www.cfp.net

•	 Investopedia:

www.investopedia.com/university/retirement

•	 Department of Labor: www.dol.gov/ebsa 

•	 The Investor’s Clearinghouse:

www.investoreducation.org

•	 MyMoney.gov: www.mymoney.gov

•	 Securities and Exchange Commission:

www.sec.gov

•	 Social Security Administration:

www.socialsecurity.gov

PHONES

The choices for phone service have never been 

greater. Most consumers are now able to buy 

local and long-distance phone service from their 

telephone company, cable or satellite TV provider, 

or Internet service provider. Services such as voice 

mail, call waiting, caller ID, and wireless service 

may be offered as a package deal or sold separately. 

Before you buy, compare services and prices, and 

think about what you really need:

•	 Whom do you call most often?

•	 What time of day or day of the week do you call?

•	 Do you want to get messages? If so, do you need

voice mail or will an answering machine do?

•	 Do you want call waiting and/or caller ID?

•	 How important is it for you to have your phone

with you when you are away from home?

Find out how each company prices its services. 

Are there minimum use, time-of-day, or distance 

requirements; flat monthly fees; or special plans? 

For example, wireless service may be cheaper 

than regular local service if you don’t make many 

calls. Make sure you’re comparing prices on similar 

plans and features. Understand that many service 

providers offer contracts for specific periods. Read 

the fine print and ask questions if there is anything 

you’re not clear about. 

The FCC (p. 105) offers consumer information about 

choosing a long-distance carrier, understanding 

new phone fees and taxes, and more at www.

fcc.gov/cib. The National Consumers League 

also maintains a web page (http://nclnet.

org/technology/88-telecommunications/228-

understanding-your-phone-bill) to help you 

understand phone charges and recognize fraud.

Slamming and Cramming

“Slamming” occurs when a phone company 

illegally switches your phone service without your 

permission. If you notice a different company name 

on your bill or see phone charges that are higher 

than normal, take action:

•	 Contact the company that slammed you and ask

to be switched back to your original company. 

Tell the company you are exercising your right to 

refuse to pay charges.

•	 Report the problem to your original company and

ask to be enrolled in your previous calling plan. If 

you’re unable to resolve your complaint, contact 

the FCC (p. 105).

Beware: Caller ID Spoofing

Scammers have adopted the practice of Caller 

ID spoofing to obtain personal information from 

consumers. In this fraud, someone calls you 

using a false name and phone number for the 

Caller ID screen. During the call, the scammer 

describes an urgent scenario, such as the 

cancellation of an account. The caller may say 

you can avoid the cancellation if you provide your 

bank account or credit card number to pay the 

company. If you give the sensitive information, he 

can use it to steal your identity, or use your bank 

accounts.

You can prevent being a victim of caller ID 

spoofing. Don’t give out personal information on 

an incoming call. Hang up and call the customer 

service phone number printed on your statement, 

the company’s website or in the phonebook.

Report caller ID spoofers to the Federal 

Communications Commission at 

fcc.gov/complaints or 1-888-225-5322.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 39

pHONES

“Cramming” occurs when companies add charges 

to your phone bill without your permission. These 

charges may be for services such as voice mail, 

ringtones, or club memberships. You may not notice 

these monthly charges because they are relatively 

small, $5 to $30, and look like your regular phone 

charges. 

Take These Steps to Avoid Slammers 

and Crammers:

•	 Block changes to your phone service. Ask 

your telephone service provider if it offers a 

blocking service, which usually requires the 

company to notify you before making any changes 

to your service.

•	 Read the fine print on contest entry forms and 

coupons. You could be agreeing to switch your 

phone service or to buy optional services.

•	 Watch out for impostors. Companies could 

falsely claim to be your regular phone company 

and offer some type of discount plan or change in 

billing. They may also say they are taking a survey 

or they may pretend to be a government agency.

•	 Beware of “negative option notices.” You can 

be switched or signed up for optional services 

unless you say “NO” to telemarketers.

•	 Examine your telephone bill carefully, 

including pages that show the details, and look for 

suspicious charges.

Your phone service cannot be shut off for refusal to 

pay for unauthorized services. For help, contact your 

local or state consumer protection agency (p. 112), 

state public utilities commission (p. 138 ), or the FCC 

(p. 105).

Cell Phones

Before you sign a contract and choose a plan and 

a company that meets your needs, you should ask 

these types of questions:

Where can you make and receive calls? Most 

providers now offer a choice of local, regional, or 

national plans. A local plan offers low-cost options 

if most of your calls are near your home. Regional 

plans cover a larger geographic area—sometimes 

several states. If you call outside the area covered by 

these plans, you will pay long-distance and roaming 

charges in addition to the airtime used. National 

plans are the most expensive, but they let you use 

your phone anywhere in the country for a single perminute price. 

How frequently will you use the phone? If you 

just want a phone for emergencies, an economy plan 

with a few minutes a month may be all you need. On 

the other hand, if you are going to be a heavy user, a 

plan with several free hours and the lowest airtime 

rate is a wiser choice. If you plan to use texting, pick 

a plan that will meet your needs and avoid surprises 

on your bills. Most services allow you to upgrade a 

plan without an added one-time charge.

Is a family plan option available? Instead 

of individual cell phone plans for each member 

of the family, you can share one cellular service 

plan and a pool of monthly usage minutes among 

several phones. The cost of the additional numbers 

per month is usually less than if you purchased 

individual accounts. 

Is there a trial period? Many people experience 

“dead spots” where a cell phone doesn’t work. 

A trial period lets you test your service and try 

the features of the phone without incurring a 

termination fee.

Know your options. Make sure you are only buying 

the options or features you really need. It is always 

easier to upgrade a plan later if you feel you need 

another feature. 

What if you want to cancel your service? Most 

providers have a penalty. This is a concern if you 

have to move out of the area covered by your plan.

PHONES

APPS FOR YOUR SMARTPHONE

“Apps”, short for applications, are tools that 

help you accomplish tasks or find information 

when you are on the go. Apps are designed to 

work on smart phones and may be downloaded 

or accessed using your phone’s web browser. 

Some apps are designed for specific platforms 

(Android, Blackberry, or iPhone), so make sure 

that you purchase apps that are compatible with 

your phone’s software requirements.

While some apps are free, many of them do 

charge a small fee. Before you click “download”, 

keep in mind that the cost of your purchases are 

automatically deducted from your bank account 

or charged to your credit card or phone bill. Keep 

track of the amount of money that you spent on 

apps, to avoid shock when you receive your bill.

Visit Apps.usa.gov to download free apps from 

the government. Look for some of the consumer 

apps for product recalls, fuel economy, food 

safety, nutrition, and health information.

Bundling, Promotions, and Deals 

For information about bundling Internet, telephone, and TV 

service, along with special promotions and deals, see Bundling 

and Other Promotions on page 31.
40 www.USA.gov To contact an organization, use the directory beginning on page 62.

phones

Smart Phones

Smart phones are like miniature computers; they 

provide basic phone functions, along with advanced 

features, including browsing the Internet, accessing 

e-mail, interacting on online social networks, 

listening to music, watching videos, uploading 

pictures, and managing your calendar. They also 

allow use of a QWERTY keyboard to facilitate texting

and e-mailing. (The keys are arranged the same way 

they would be on your computer keyboard.)

When shopping for a smart phone, consider 

these tips:

•	 Consider the shape and size of the phone.

•	 Make sure you can easily use the keypad to make

calls or send messages.

•	 Do you need to access the Internet with your

phone? If so, ask whether a data plan is required 

and how much it costs; compare options carefully. 

Data plans govern use and costs associated 

with mobile access for e-mail, text messaging, 

web browsing, social networking, and other 

applications. 

•	 Take advantage of special pricing and promotions.

•	 Learn the return and cancellation policies.

•	 Be wary of buying phone insurance, which may

sound tempting, but consumer groups generally 

advise against it. 

Since smart phones are like miniature computers, 

many of the same privacy and safety concerns apply; 

however, unlike computers, these devices do not 

have anti-virus software to protect your phone from 

malware attacks. For more information on how to 

protect yourself from these concerns, see the Online 

Privacy (p. 42) and Internet (p. 31) sections.

Pay-As-You-Go Plans

If you want cell phone service only for emergencies 

or aren’t sure how much you will actually use a cell 

phone once you get it, you may want to consider a 

prepaid cell phone before you commit to a long-term 

wireless contract. With a prepaid cell phone, there 

is no contract to sign and no monthly bill to worry 

about. You will know exactly how much you spend. 

The downside of prepaid plans is that you pay more 

per minute, and, if you don’t use the phone for an 

extended period, you may lose the money in your 

account.

VoIP

Voice over Internet Protocol (VoIP) phone service 

is an option for anyone with a broadband Internet 

connection. Most telephone and cable companies 

offer VoIP service, as do private companies. Some 

VoIP services only work using special phones, 

while other services allow you to use a traditional 

phone through an adaptor. For more information on 

whether VoIP is right for you, visit www.ftc.gov.

For help deciding on the best values from 

telephone, TV, and Internet service providers; filing 

a complaint; or learning more about consumer 

protections, go to www.reboot.fcc.gov/consumers.

PRIVACY PROTECTION &

IDEN TITY THEF T 

Identity thieves steal your personal information to 

commit fraud. They can damage your credit status 

and cost you time and money to restore your good 

name. To reduce your risk of becoming a victim, 

follow these tips:

Beware: GPS enabled apps

GPS enabled apps on mobile phones make it 

easy to share your fun adventures through social 

media. Some apps let others know your general 

vicinity, while others allow you to virtually “check 

in” at your favorite places so that you can earn 

free merchandise. Beware: this same information 

in the wrong hands can make you vulnerable 

to stalking, home burglary, or worse. Take 

advantage of the privacy settings on these apps 

and only share your location with people that you 

know and trust.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 41

PRIVACY

Tips for Preventing Identity Loss

•	 Don’t carry your Social Security card in your 

wallet or write your number on your checks. Only 

give out your SSN when absolutely necessary.

•	 Protect your PIN. Never write a PIN on a 

credit/debit card or on a slip of paper kept in your 

wallet. 

• 	Watch out for “shoulder surfers.” Use your 

free hand to shield the keypad when typing your 

passwords on computers and at ATMs.

•	 Collect mail promtptly. Ask the post office to 

put your mail on hold when you are away from 

home for more than a day or two.

•	 Pay attention to your billing cycles. If bills or 

financial statements are late, contact the sender.

•	 Keep your receipts. Ask for carbons and 

incorrect charge slips as well. Promptly compare 

receipts with account statements. Watch for 

unauthorized transactions. 

• Tear up or shred unwanted receipts, credit 

offers, account statements, expired cards, etc., 

to prevent “dumpster divers” (see page 5) from 

getting your personal information.

•	 Store personal information in a safe place at 

home and at work. Don’t leave it lying around.

• Don’t respond to unsolicited requests for 

personal information in the mail, over the phone, 

or online.

•	 Install firewalls and virus-detection software on 

your home computer. 

•	 Check your credit report once a year. Check 

it more frequently if you suspect someone has 

gained access to your account information. See 

Credit Reports (p. 11).

Rep orting Identity Theft

If you suspect or become a victim of identity theft, 

follow these steps:

•	 Report it to your financial institution. Call the 

phone number on your account statement or on 

the back of your credit or debit card. 

•	 Report the fraud to your local police. Keep a 

copy of the police report, which will make it easier 

to prove your case to creditors and retailers. 

•	 Contact the credit-reporting bureaus (p. 11) 

and ask them to flag your account with a fraud 

alert, which asks merchants not to grant new 

credit without your approval. 

If your identity has been stolen, you can use an 

ID Theft affidavit to report the theft to most of the 

parties involved. All three credit bureaus and 

many major creditors have agreed to accept the 

affidavit. Request a copy of the document by 

calling toll free 1-877-ID-THEFT (438-4338) or visit 

www.ftc.gov/idtheft. You can also use this website 

to file a complaint with the FTC.

The FTC also publishes a series of publications 

about the importance of personal information 

privacy. To download copies, go to www.ftc.gov

or request free copies of brochures by calling 

1-877-FTC-HELP (382-4357).

Protecting Your Privacy

Getting a credit card approved, transferring money 

from one account to another, renewing your 

driver’s license, getting a prescription from your 

doctor at your local pharmacy: think about how 

easily and quickly you can do these things today. A 

downside of this convenience is that there are more 

opportunities for your personal information to be 

changed, stolen, or reported inaccurately. To help 

protect your privacy, follow these tips:

•	 Look for privacy statements on websites, sales

materials, and forms you fill out. If a website 

claims to follow a set of established voluntary 

standards, read the standards. Don’t assume it 

provides the level of privacy you want.

•	 Ask what information will be collected and how it

may be used. 

•	 Be selective in what you put on warranty

privacy

Create secure passwords

In an effort to protect your privacy and personal information, 

many websites require you to login with a username and 

password to access your account. The number of passwords 

that you need on a daily basis can be overwhelming. It is 

tempting to use the same password across several sites. 

However to get the most protection available, you should use 

different passwords on each site and change your passwords 

periodically. The goal for creating passwords is to strike a 

balance between being something that is easy to remember, yet 

random and unique.

Some general tips for creating a secure password include:

•	 Use a mix of uppercase and lowercase letters, numbers, and 

special characters.

•	 The longer the password, the better it is.

•	 Don’t use your name, birthday, license plate, favorite sports 

teams or other facts that are easily guessed.

•	 Create a password based on a phrase. For example “A stitch 

in time saves nine” can be translated into the password 

“Ast!Ts9”, where each character represents a word in the 

phrase.

•	 If you must use the same password on several websites, add a 

prefix or suffix. For example, use “Ast!Ts9:4bnk” for your bank 

account and “Eml: Ast!Ts9” for your email account.

See page 22 

for tips to 

prevent 

medical 

identity theft.
42 www.USA.gov To contact an organization, use the directory beginning on page 62.

privacy

registration forms. The company only needs the 

purchase date, model/serial numbers, and how 

you can be contacted if there is a product recall. 

You can ignore questions not related to your 

purchase, such as your income and hobbies.

•	 Discuss privacy with others in your home.

Everyone, even children, should understand 

what information is not appropriate to share on 

the phone, while using a computer, and in other 

situations.

Check with your state or local consumer agency 

(p. 112) to find out whether any state laws help 

protect your privacy. Some companies and industry 

groups have also adopted voluntary policies that 

address privacy concerns.

Financia l Privacy

The Federal Deposit Insurance Corporation 

(p. 106) and other federal regulators require banks, 

insurance companies, brokerage firms, and certain 

businesses that share financial information to tell 

you their privacy policies. They must give you this 

information when you open an account and at least 

once every year. This includes:

•	 The kinds of information being collected.

•	 How the confidentiality and security of this

information will be protected.

•	 What types of businesses may be provided this

information.

If a business is going to share the information with 

anyone outside its corporate family, it must also give 

you the chance to “opt out” or say no to information 

sharing. Even if you don’t opt out, your account 

numbers may not be shared with third parties for 

marketing purposes.

Your credit information has additional privacy 

protections under the Fair Credit Reporting Act. 

Only people with a legitimate business need can 

get a copy of your report. An employer can only 

get your report with your written consent. For more 

information on your rights under this federal law 

and to find out how you can get a copy of your credit 

reports, see Credit Reports and Scores on page 11.

Medica l Privacy

Personal information you give to your doctor is 

shared with insurance companies, pharmacies, 

researchers, and employers based on specific 

regulations. The privacy of your health records 

is protected by federal law (the Health Insurance 

Portability and Accountability Act, also known as 

HIPAA), which:

•	 Defines your rights over your health information.

•	 Sets rules and limits on who is allowed to receive

and/or see your health information.

The U.S. Department of Health and Human Services, 

Office for Civil Rights (www.dhhs.gov/ocr or 1-800-

368-1019) is an excellent resource for complete 

details and advice about the HIPAA ruling. Along 

with fact sheets and educational materials, the 

Office for Civil Rights provides a listing of resources 

for consumers, providers, and advocates. 

The Medical Information Bureau (MIB) is a data 

bank used by insurance companies that collects and 

shares information. You can request a copy of your 

file by writing to MIB, Inc., 50 Braintree Hill Park, 

Suite 300, Braintree, MA 02184-8734 or call toll free 

1-866-692-6901 (TTY: 1-866-346-3642). There is a fee 

to obtain a copy of your file.

If you believe that a person, agency, or organization 

covered under the HIPAA Privacy Rule violated 

your health information privacy rights or committed 

another violation of the Privacy Rule, you may be 

able to file written complaints with the Department 

of Health and Human Services, Office for Civil 

Rights (p. 98).

For more information on how the federal 

government protects your personal health 

information, visit the Department of Health and 

Human Services, Office for Civil Rights website at 

www.hhs.gov/ocr/privacy. 

Online Privacy

In addition to following the general advice on 

protecting your privacy, make sure you only use 

websites with acceptable privacy policies.

•	 Look for a privacy policy statement or seal that

indicates the site abides by privacy standards. 

Take time to read how your privacy is protected.

•	 Look for signals that you are using a secure

web page. A secure site encrypts or scrambles 

personal information so it cannot be easily 

intercepted. Signals include a screen notice that 

says you are on a secure site, a closed padlock or 

unbroken key in the bottom corner of your screen, 

or the first letters of the Internet address you are 

viewing changes from “http” to “https.”

Beware: E-mail Breach

Do you ever share your e-mail address with your favorite 

retailer to be notified of sales, coupons, and new arrivals? What 

happens if the company’s e-mail database is hacked? You should 

receive a notice from the company to let you know about the data 

breach. After that, you may see an increase in phishing e-mail 

you receive. Your best advice is to “do nothing”: don’t respond 

or verify personal information. For more detailed information, 

see the “Phishing Continues to Be a Problem” section (p. 34). 
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 43

SMART SHOPPING

Another threat to your privacy is spyware, which is 

sneaky software that rides its way onto computers 

when you download screensavers, games, music, 

and other applications. Spyware sends information 

about what you’re doing on the Internet to a third 

party, usually to target you with pop-up ads. 

Browsers like Internet Explorer and Firefox, and 

search engines like Google and Bing, enable 

you to block pop-ups. You can also install antispyware to stop this threat to your privacy. For more 

information, see the Internet section on page 31.

SMART HOME SHOPPING

Late delivery, shipment of wrong or damaged items, 

and hidden costs are common home shopping 

complaints. To avoid problems and resolve them 

more easily, follow the advice in the “Before You 

Buy” checklist (p. 2). In addition:

•	 Be wary of post office boxes and sellers in 

other countries. It may be difficult to find the seller 

to resolve a problem later.

•	 Know the total price. Make sure it includes all 

charges, shipping, handling, insurance, and taxes. 

Coupons and other discounts should be properly 

deducted.

•	 Make sure you are clear on what you are

buying. Watch for words such as “refurbished,” 

“reconditioned,” “closeout,” or “discontinued.”

•	 Use your credit card, debit card, or bank 

account number for payment only, never to prove 

your identity. 

•	 Keep a record of your purchase. Save any 

information the seller gives you, such as product 

description, delivery date, cancellation policy, 

privacy policy, warranties, and order confirmation 

numbers. 

•	 Keep track of your order. If it’s late, you have the 

right to cancel and demand a refund.

Your Rights : Shopping From Home

When you order something by mail, phone, fax, or 

computer, the Federal Trade Commission (FTC) 

requires the company to:

•	 Ship the merchandise within the time promised,

or if no specific delivery time was stated, within 30 

days of receiving your order.

•	 Notify you if the shipment cannot be made on

time and give you the choice of waiting longer or 

getting a refund.

•	 Cancel your order and return your payment if the

new shipping date cannot be met, unless you 

agree to another delay.

If you cancel, your money must be refunded within 

seven days (or your account must be credited 

within one billing cycle if you charged the order). 

The company can’t substitute a store credit. If you 

applied for a charge account with the merchant 

at the same time that you placed your order, 

the company has an extra 20 days to ship the 

merchandise to allow time for processing your 

application.

These FTC rules only apply to the first shipment 

of magazine subscriptions or other merchandise 

that you receive repeatedly. Orders for services (for 

example, photo finishing), sale of seeds and growing 

plants, collect-on-delivery (C.O.D.) orders, and 

transactions, such as books and music clubs, are 

covered by a different FTC rule. There could also be 

laws or regulations in your state that apply. Report 

suspected violations to your state or local consumer 

protection agency (p. 112) and to the FTC (p. 106).

Your Rights : 3-Day

Cooling-Off Rule

This federal law, which dates back to 1972, was 

intended to protect consumers in their homes 

during door-to-door sales pitches or at sales in 

temporary business locations. According to the 

FTC, the 3-Day Cooling-Off Rule does NOT apply 

to the purchase of new automobiles or items sold 

online. It only applies when a company is selling 

something that costs $25 or more at a location other 

than its regular place of business.

To comply with the 3-Day Cooling-Off Rule, a seller 

must inform buyers of their right to cancel the sale 

and receive a full refund within three business days.

Be aware that there are situations in which the 

Cooling-Off Rule does not apply:

•	 You made the purchase entirely by mail or

telephone.

• The sale was the result of prior contact you had at

the seller’s permanent business location.

•	 You signed a document waiving your right to

cancel.

SMART SHOPPING
44 www.USA.gov To contact an organization, use the directory beginning on page 62.

SMART SHOPPING

•	 Your purchase is not primarily for personal, family,

or household use.

•	 You were buying real estate, insurance, securities,

or a motor vehicle.

•	 You can’t return the item in a condition similar to

how you received it. 

•	 You bought arts or crafts at a fair, shopping mall,

civic center, or school.

Remember, if you paid by credit card and are having 

difficulty getting your refund, you may also be able 

to dispute the charge with your credit card company 

under the Fair Credit Billing Act. See Credit Card 

Billing Disputes (p. 11).

Online shopping

Online shopping websites often offer great deals, 

variety, and convenience. But consumers need to 

be careful and make informed decisions about their 

purchases. Some tips for shopping safely online:

•	 Stick to websites that are known or recommended.

•	 Compare prices and deals, including free

shipping, extended service contracts, or other 

offers.

•	 Search for online coupons, known as promo

codes, which may offer discounts or free shipping. 

Some sites offer promo codes for coupons to be 

used in bricks-and-mortar stores.

•	 Get a complete description of the item and parts

included, and the price, including shipping, 

delivery time, warranty information, return policy, 

and complaint procedure.

•	 Before you finalize the order, make sure the

quantity and total price are correct; don’t buy 11 

items when you only meant to buy one.

•	 Pay with a credit card. Federal law protects you if

you need to dispute charges, but it doesn’t apply 

to debit cards, checks, cash, money orders, or 

other forms of payment.

•	 Use a secure browser. Look for an address that

starts with “https” rather than “http.” Also look 

for a closed padlock icon, usually in the 

lower right-hand corner of the screen.

•	 Print your purchase order with details

of the product and your confirmation 

number.

For more information, go to www.onguardonline.gov.

Online Aucti ons and Sellers

Many people sell items on the Internet through 

auctions, classified ads, news groups, and chat 

rooms. Review the Internet section (p. 31) for safe 

shopping online as well as the general tips on 

shopping from home (p. 43).

•	 Check how the auction works. Can you cancel

a bid? Don’t assume that the rules used by one 

auction site apply to another. Some sites offer 

step-by-step instructions that will take you 

through the bidding process.

•	 Find out what protections you have. Does the site

provide free insurance or guarantees for items 

that are not delivered or are not what the seller 

claimed?

•	 Follow the strategies used in any auction. Learn

the value of the item before you begin bidding, 

then establish your top price and stick to it.

•	 Don’t bid on an item you don’t intend to buy. If

you’re the highest bidder, you have bought it. 

Auction companies often bar those who back out 

of a deal from future bidding.

•	 If the seller can’t accept payment by credit card,

use an escrow service. A third party holds your 

money until you get your purchase and approve 

Online and Group Coupons

In addition to the traditional coupons found in 

newspapers, coupons can also be found online. 

Online coupons come in a variety of forms; they 

can be found on manufacturers’ websites and on 

dedicated coupon websites. Coupons are also 

available on social media websites for becoming 

a fan of a product, or for sharing your email 

address with the company. 

Group coupons are another online saving tool. 

Here’s how they work: local companies offer 

reduced prices for things like spa services, 

gourmet meals, and outdoor adventures through 

a third party company. If interested, you pay the 

third party company to take advantage of the deal. 

Group coupons allow you to try new experiences, 

by reducing the trial cost. Since your ultimate 

goal when using a coupon is to save money, 

follow some guidelines to that you get your 

money’s worth from group coupons. Ask yourself 

“Am I really going to use this?” If the answer is 

“no”, don’t buy it. A coupon isn’t really a deal if 

you don’t use it. Read the terms and conditions 

of the deal for expiration dates and scheduling 

appointments with the actual business.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 45

release of your payment to the seller. There is a 

small fee, but the peace of mind is worth it. 

For more tips, check out the Federal Trade 

Commission’s Internet Auctions: A Guide for Buyers 

and Sellers at http://ftc.gov/bcp/edu/pubs/consumer/

tech/tec07.shtm.

TELEMARKETING &

UNWAN TED MAIL

What can you do about the growing pile of 

unwanted mail in your mailbox and unwelcome 

telemarketers on your phone? Actually, there’s a lot 

you can do:

•	 Tell companies you do business with to remove

your name from customer lists they rent or sell to 

others. Look for information on how to opt out of 

marketing lists on sales materials, order forms, 

and websites.

•	 Use the services provided by the Direct Marketing

Association (p. 144) to remove your name from 

most national telemarketing, mail, and e-mail lists.

•	 Call the credit reporting agencies’ notification

system at 1-888-567-8688. This will reduce the 

number of unsolicited credit and insurance offers 

you get. All three major credit bureaus participate 

in this program. 

•	 Under U.S. Postal Service (USPS) rules, it is

illegal to send mail that looks like it is from a 

government agency when it isn’t. It is also illegal 

to send mail that looks like a bill when nothing was 

ordered, unless it clearly states that it is not a bill. 

Report violations of this rule to the USPS (p. 108).

Nati ona l Do Not Call Registry

The federal government’s Do Not Call Registry 

allows you to permanently restrict telemarketing 

calls by registering your phone number at 

www.donotcall.gov or by calling 1-888-382-1222. If 

you receive telemarketing calls after your number 

has been in the national registry for three months,

 you can file a complaint using the same web page 

and toll free number.

Placing your number on this national registry 

will stop most telemarketing calls, but not all of 

them. Calls that are still permitted include those 

from political organizations, charities, telephone 

surveyors, and some organizations with which you 

have a relationship.

Pre -rec orded Messages

Pre-recorded sales calls or robocalls are illegal. 

Companies cannot transmit these messages to 

consumers who have not agreed, in writing, to 

accept such messages. Pre-recorded calls may 

only be made to residential telephone numbers in 

the following cases:

•	 Emergency calls needed to ensure your health

and safety.

•	 Non-commercial calls.

•	 Calls that don’t include any unsolicited

advertisements.

•	 Calls by, or on behalf of, tax-exempt nonprofit

organizations.

•	 Calls for which you have given prior consent.

•	 Calls from entities with which you have an

established business relationship.

If you receive pre-recorded telemarketing calls 

but have not agreed to get them, file a complaint 

with the FTC at www.donotcall.gov or by calling 

1-888-382-1222.

Telemarketing Sales Calls

A Federal Trade Commission rule defines what 

telemarketers can and cannot do when making a 

sales call. Callers must:

•	 Provide the seller’s name.

•	 Disclose that the call is a sales call.

•	 Tell you exactly what they’re trying to sell.

•	 Disclose the total cost and other terms of sale

Opting Out

Tired of unwanted e-mail filling up your inbox? You can opt out 

of most unsolicited e-mail lists by going to the “unsubscribe” 

button, usually found at the bottom of the message. Some 

senders make the button difficult to find, so you may have to do 

some searching. 

In addition, the Direct Marketing Association lets you opt out 

of receiving unsolicited commercial mail from many national 

companies for three years. You can register with this service for 

a small fee, but your registration only applies to organizations 

that use the association’s Mail Preference Service. To register 

go to www.dmachoice.org.

TELEMARKETING

TELEMARKE TIN G
46 www.USA.gov To contact an organization, use the directory beginning on page 62.

before you make any payment for goods or 

services.

•	 Tell you if they don’t allow refunds, exchanges, or

cancellations.

If a prize is involved, the caller must give you the 

odds of winning, inform you that no purchase is 

necessary, and tell you how to get instructions for 

entering without buying anything.

It’s illegal for telemarketers to:

•	 Misrepresent what they’re offering.

•	 Call before 8 am or after 9 pm.

•	 Threaten, intimidate, or harass you, or call again if

you ask them not to.

This FTC rule applies even when you receive a call 

from a telemarketer in another state or country. It 

also applies when you make a call to a company 

in another state or country in response to a mail 

solicitation.

The rule generally does not apply when you call 

to order from a catalog or in response to an ad on 

television or radio, or in a magazine or newspaper. 

It also does not apply to solicitations you receive 

by fax or e-mail. Beware that certain types of 

businesses, including nonprofit organizations, 

investment brokers and advisors, and banks and 

financial institutions, are exempt from the rule.

In addition, telemarketers are not allowed to use 

auto dialers to reach cell phones.

If you get a phone call from someone who says he or 

she is with your bank and/or credit company and the 

person asks you to provide or confirm any personal 

information:

•	 Do NOT answer any questions.

•	 Hang up immediately.

•	 Call your bank or credit company directly and

describe what happened. 

TRAVEL

Whether reserving a hotel room, buying plane 

tickets, or making other travel arrangements, these 

tips will help you get the deal you’ve been promised:

•	 Plan as far ahead as you can. Special deals on 

hotel rooms and airline seats often sell out very 

quickly.

•	 Be flexible in your travel plans. Hotels usually 

offer better rates on days when they expect fewer 

guests. Once you get a fare quote from an airline, 

ask if you can save money by leaving a day earlier 

or later, by taking a different flight on the same 

day, or by using a different airport. Changing 

planes during your trip is sometimes cheaper than 

a nonstop flight.

•	 Check out the seller. Ask tour operators 

and travel agents whether they belong to a 

professional association, then check to see if they 

are members in good standing. Contact your state 

or local consumer protection agency (p. 112) and 

the Better Business Bureau (p. 66) to find their 

complaint history.

•	 Comparison shop. Determine the complete cost 

of the trip in dollars, including all service charges, 

taxes, processing fees, etc. 

•	 Beware of unusually cheap prices and

freebies. It could be a scam, and you could end 

up paying more than the cost of a regular package 

tour.

•	 Make sure you understand the terms of the

deal. If you hear you’ve won a free vacation, ask if 

you have to buy something in order to get it. If the 

destination is a beach resort, ask the seller how 

far the hotel is from the beach. Then ask the hotel.

•	 Ask about cancellation policies. You may want 

to look into trip insurance for added protection. 

The website www.insuremytrip.com offers pricing 

and policy information on plans from different 

companies and describes the different forms of 

policies available.

•	 Insist on written confirmations. Ask for written 

proof of reservations, rates, and dates.

•	 Pay by credit card. It’s not unusual to make 

a deposit or even pay in full for travel services 

before the trip. A credit card gives you the 

right to dispute charges for services that were 

misrepresented or never delivered. If a travel agent 

or service provider says you can’t leave for at least 

two months, be very cautious—the deadline for 

disputing a credit card charge is 60 days and most 

scam artists know this. (See Credit Card Billing 

Disputes, page 11).

In some states, travel sellers must be registered 

and insured. Advance payments for travel must 

be placed in an escrow account until services 

are provided. Prizes or “free” gifts may also be 

regulated. Contact your state or local consumer 

protection agency (p. 112) to find out about your 

travel
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 47

rights and how to file complaints. The American 

Society of Travel Agents (p. 143) will also help 

resolve disputes with member agents.

Res olving Air Trave l Problems

No matter how well you plan, you might encounter 

these common air travel hassles.

Delayed and Canceled Flights

Airline delays caused by bad weather, traffic 

control problems, and mechanical repairs are hard 

to predict. If your flight is canceled, most airlines 

will rebook you on the earliest flight possible to 

your destination, at no additional charge. If you’re 

able to find a flight on another airline, ask the first 

airline to endorse your ticket to the new carrier. This 

could save you a fare increase, but there is no rule 

requiring the airline to do this.

Each airline has its own policies about what it will 

do for delayed passengers; there are no federal 

requirements. If your flight is delayed or canceled, 

ask the airline whether it will pay for meals or a 

phone call. Contrary to what many people believe, 

airlines are not required to do so.

Delayed or Damaged Bags

If your bags aren’t on the conveyor belt when you 

arrive, file a report with the airline before you leave 

the airport:

•	 Insist the airline fill out a form and give you a copy,

even if personnel say the bag will be on the next 

flight. 

•	 Get the name of the person who filled out the form

and a phone number. 

•	 Confirm that the airline will deliver the bag to you

without charge when it’s found.

Some airlines will give you money to purchase a few 

necessities. If they don’t provide you with cash, ask 

what types of articles are reimbursable and keep all 

receipts.

If a suitcase arrives damaged, the airline will usually 

pay for repairs. If an item can’t be fixed, the airline 

will negotiate to pay you its depreciated value. 

The same is true for belongings packed inside a 

suitcase. Of course, airlines may refuse to pay for 

damage if it was caused by your failure to pack 

something properly rather than by the airline’s 

handling.

Lost Bags

If your bag is declared officially lost, you will have 

to submit a second, more detailed form within a 

time period set by the airline. The information on 

the form is used to estimate the value of your lost 

belongings. Airlines can limit their liability for delay, 

loss, and damage to baggage; however, they must 

prominently display a sign that explains the limit. 

According to the Office of Aviation Consumer 

Protection and Enforcement (http://airconsumer.ost.

dot.gov/SA_Baggage_Limits.htm), the maximum 

an airline pays on lost bags and their contents 

is limited to $3,300 per passenger on domestic 

flights, and approximately $1,500 per passenger 

for unchecked baggage on international flights. 

See www.thetravelinsider.info/travelaccessories/

lostbaggagerights.htm for more information on 

maximum liability, including special rates that 

change on a daily basis.

If the airline’s offer doesn’t fully cover your loss, 

check your homeowners’ or renters’ insurance to 

see if it covers losses away from home. Some credit 

card companies and travel agencies also offer 

optional or even automatic supplemental baggage 

coverage.

On those trips when you know you’re carrying more 

than the liability limits, you may want to ask about 

purchasing “excess valuation” from the airline when 

you check in. Of course, there is no guarantee the 

airline will sell you this protection. The airline may 

refuse, especially if the item is valuable or breakable.

Overbooked Flights

Selling more tickets than there are seats is not 

illegal. Most airlines overbook their flights to 

compensate for “no-shows.” If there are more 

passengers than seats just before a plane is 

scheduled to depart, you can be “bumped” or left 

behind against your will. Whether you are bumped 

or not may depend on when you officially checked 

in for your flight, so try to arrive early. The U.S. 

Department of Transportation requires airlines 

to ask people to give up their seats voluntarily, in 

exchange for compensation. Airlines decide what to 

offer volunteers, such as money, a free trip, food, or 

lodging.

Federal rules protect you if you are “bumped” 

on most flights within the United States and on 

outbound international flights. Passengers who are 

involuntarily bumped are protected under Federal 

Aviation Administration guidelines (www.faa.gov). 

If you volunteer to be bumped, your agreement 

with the airline is not regulated and will depend on 

negotiating at the gate. 

travel

Travel

AIRLINE fees

Many airlines charge extra fees for checked baggage, advance 

seat assignments, meals, and other services. The Department of 

Transportation has ruled that an airline must prominently disclose 

all potential fees on their websites. The airline must also refund 

baggage fees if they lose your baggage. Airlines are also required 

to include all government taxes and fees in the advertised price. 

For more information, go to airconsumer.dot.gov/subjects.htm.
48 www.USA.gov To contact an organization, use the directory beginning on page 62.

The airline must give you a written statement 

describing your rights, as well as the airline’s 

boarding priority rules and criteria. If the airline is 

not able to get you to your final destination within 

two hours of your original arrival time, you may be 

entitled to a maximum of $800 compensation if they 

are delayed (i.e. over two hours for domestic and 

over four hours for international ) from their original 

arrival time. The amount depends on the price of 

the ticket and the length of the delay. To receive this 

payment, you must have a confirmed reservation. 

You must also meet the airline’s deadlines for 

ticketing and check-in. An airline may offer you a 

free ticket on a future flight in place of a check, but 

you have the right to insist on a check.

Tarmac Delays

Under new federal rules, U.S. airlines operating 

domestic flights must allow passengers to deplane 

after a tarmac delay of three hours. The only 

exceptions allowed are for safety or security, or if air 

traffic control advises the pilot otherwise. Carriers 

are also required to provide adequate food and 

drinking water within two hours of being delayed 

on the tarmac; they must also maintain operable 

lavatories and, if necessary, provide medical 

attention.

There are other protections as well, such as 

prohibiting airlines from scheduling chronically 

delayed flights. For more information, go to 

www.airconsumer.ost.dot.gov, and search for 

Airline Passenger Protections. 

Passports

A valid U.S. passport is required to enter and leave 

most foreign countries. The Passport Services 

Office provides information and services to 

American citizens about how to obtain, replace, 

or change a passport. To obtain a passport for the 

first time, you need to go in person to one of 7,000 

passport acceptance facilities located throughout 

the United States with:

•	 Two photographs of you taken within the last six

months.

•	 Proof of U.S. citizenship.

•	 A valid form of photo identification (such as a

driver’s license).

Acceptance facilities include many federal, state, 

and probate courts; post offices; some public 

libraries; and a number of county and municipal 

offices. There are also 24 regional passport 

agencies, and one Gateway City Agency, that serve 

customers who are traveling within two weeks 

(14 days), or who need foreign visas for travel. 

Appointments are required in such cases.

All American citizens must now have a valid U.S. 

passport to re-enter the country, regardless of what 

nations they have been visiting while traveling. For 

more information on how to get a new passport, visit 

www.travel.state.gov/passport.

Travel Safety

Several federal agencies offer advice and 

information on the Internet that can help you have a 

safe trip. For advice on:

•	 Airline, highway, and rail safety information: 

Check out the U.S. Department of Transportation 

(p. 103) at www.dot.gov. Look up crash-safety 

reports on cars or find out how weather is 

affecting air travel and road conditions.

•	 Safe travel by air, land, and sea: Contact the 

Transportation Security Administration (p. 101) 

at www.tsa.gov/travelers. It posts tips on dealing 

with airline security checks, traveling with kids, 

and warnings on prohibited items. 

•	 What to do before, during, and when you

return from a trip overseas: Visit the U.S. 

Department of State (p. 103) at www.state.gov/

travel. You can also get warnings on locations to 

avoid and what to do in an overseas emergency.

•	 Health-related travel information: Consult the 

Centers for Disease Control and Prevention 

(p. 99) at www.cdc.gov/travel. Research 

vaccination requirements, find information on how 

to avoid illnesses caused by food and 

water, and review inspection scores on specific 

cruise ships.

travel

check bus safety records

Some travelers have turned to commercial buses as an 

inexpensive option for traveling long distances. Before planning 

a trip on a commercial bus or hired motorcoach, you should 

research the company’s record. The Federal Motor Carrier 

Safety Administration (FMCSA) recommends that you contact 

the company and ask these questions:

•	 Do the drivers hold valid Commercial Driver’s Licenses with a

“passenger” endorsement?

•	 Does the company comply with the Department of

Transportation’s drug and alcohol testing requirements for 

drivers?

•	 Does the company conduct safety inspections of their buses?

You can find more information on interstate travel safety and 

use the FMCSA’s (p. 104) bus safety database at 

www.fmcsa.dot.gov/safety-security/pcs/Index.aspx. If 

you would like to file a safety complaint call 1-888-368-7238.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 49

TV

Many changes have taken—and are continuing to 

take—place in the industry. Savvy consumers need 

to keep up with new rules, products, and services 

to make sure they are getting the best quality and 

taking advantage of the best offers. 

Cable

You can start with a basic lineup of channels and 

go from there. The more channels you want, the 

more it will cost. You may want to consider video 

on demand so you can order movies and sports 

events and watch them when you like (usually within 

a 24-hour window). You can also buy a bundle of 

services that includes digital TV, digital phone, and 

broadband Internet access at discounted rates. Bear 

in mind, however, that you may be asked to sign a 

contract for bundled services. 

Sate llite

This requires a dish that’s mounted outside (service 

requires an unobstructed view of the satellite) and 

a receiver that’s placed by your television. Satellite 

TV may offer more channels than cable TV, and you 

can add a digital video recorder to record shows 

for viewing later. One downside to satellite TV is 

occasional interference during periods of rain or 

snow. Check with your satellite TV provider for 

channel options and prices. As with cable TV, you 

may be asked to sign a contract for a package of 

services.

Internet TV

If you have a high-speed Internet connection, 

you’re already able to watch thousands of videos 

on your computer. But movies and TV shows 

are also available and becoming more prevalent 

as large online companies start distributing TV 

programming. 

TV Options

There are many choices for consumers looking to 

buy new televisions today.

Before buying a new TV, do your homework. Visit 

stores and online sites to compare prices, models, 

and features. It is important to see the monitors 

in person before buying to make sure the one you 

select will meet your needs. For independent ratings 

and reviews, check out Consumer Reports at

www.consumerreports.org. Additional information 

is also available at www.energystar.gov/index.

cfm?c=home_elec_details.fap_tv_whatelse.

UTILI TIES

In many states, consumers can choose their telephone 

and energy service provider. Contact your state utility 

commission (p. 138) to find out whether you have a 

choice. Some commissions will provide a list of service 

providers and advice on making a choice. Most state 

utility commissions will also take any complaints you 

have concerning utility sales and service.

Electricity And Natura l Gas

If you have a choice of suppliers, ask:

•	 How much will it cost? How long can I depend 

on this rate? Will I be charged any other fees?

•	 Are there any other terms or conditions? For 

example, is there a fee if I cancel my agreement 

before the service period is up?

• Whom do I contact if I have a problem? Do 

you have a local customer service office?

For advice on how to save money on your energy 

bills, visit the U.S. Department of Energy at 

www.energysavers.gov or www.energystar.gov. 

You’ll find information to help save energy at home 

and work. The Energy Savers site also provides 

utilities

utilities

Bundling, Promotions, and Deals 

For information about bundling Internet, telephone, and TV 

service, along with special promotions and deals, see Bundling 

and Other Promotions on page 31.

Tv
50 www.USA.gov To contact an organization, use the directory beginning on page 62.

the latest updates on efficient, EPA-approved, and 

renewable energy, with links that take you directly to 

available federal resources. 

Water

The majority of consumers rely on local utilities to 

provide a safe and ample supply of water. Your local 

water agency is responsible for sending you an 

annual Consumer Confidence Report that should 

list the source of your water, what contaminants may 

be in the water, and information on the safety levels 

of contaminants and their effects on health.

For more information, call the Environmental 

Protection Agency’s Safe Drinking Water Hotline 

at 1-800-426-4791 or visit EPA’s website at 

www.epa.gov/safewater.

Wills & Funerals 

Planning For The End Of Life

It’s unfortunate how many people believe that 

estate planning is only for the wealthy. People at all 

economic levels benefit from an estate plan. Upon 

death, an estate plan legally protects and distributes 

property based on your wishes and the needs of 

your family and/or survivors with the fewest tax 

consequences.

Advance Medical Directives 

We all face the possibility that sometime during 

our lifetime, we may become incapacitated. This 

often happens when nearing death, but it can also 

be the result of a temporary condition. Many people 

assume their spouses or children will automatically 

be allowed to make financial and/or medical 

decisions for them, but this is not necessarily true.

Advance directives are written documents that tell 

your doctors what kind of treatment you’ll want if 

you become unable to make medical decisions (for 

example, if you’re in a coma). Forms and laws vary 

from state to state, so it’s a good idea to understand 

the laws of the state where you live when you write 

advance directives. It’s also a good idea to make 

them before you are very ill. Federal law requires 

hospitals, nursing homes, and other institutions 

that receive Medicare or Medicaid funds to provide 

written information regarding advanced care 

directives to all patients upon admission.

A living will is one type of advance directive that 

goes into effect when a person is terminally ill. 

A living will does not give you the opportunity to 

select someone to make decisions for you, but it 

does allow you to specify the kind of treatment you 

want in specific situations. For example, you might 

choose to specify that you do not want to be treated 

with antibiotics if death is imminent. You can, if you 

choose, include an advance directive that you do not 

wish to be resuscitated if your heart stops or if you 

stop breathing. In this case, a Do Not Resuscitate 

(DNR) order would be entered on your medical chart.

utilities

ENERGY STAR appliances

ENERGY STAR-qualified appliances 

use about 33% less energy than standard units. 

You can find the 

ENERGY STAR 

logo on TVs, 

clothes washers 

and dryers, water 

heaters, furnaces 

and many other 

products.

Home electronics 

that have earned 

the ENERGY STAR rating deliver exceptional 

features, while using less energy. Saving energy 

helps you save money on utility bills and helps to 

protect the environment by reducing greenhouse 

gas emissions to counter climate change. For 

more information, go to www.energystar.gov.

WATERSENSE MAKES SENSE

The EPA WaterSense 

program can help 

protect the future of 

our nation’s water 

supply by promoting 

water-efficiency and 

enhancing the market 

for water-efficient 

products, programs, 

and practices. To learn 

more and see what you can do to conserve water, 

visit www.epa.gov/watersense.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 51

Wills

A will is the most practical first step in estate 

planning. It makes clear how you want your property 

to be distributed after you die. 

Writing a will can be as simple as typing out how 

you want your assets to be transferred to loved 

ones or charitable organizations after your death. If 

you don’t have a will when you die, your estate will 

be handled in probate, and your property could be 

distributed differently from what you would like.

It may help to get legal advice when writing a will, 

particularly when it comes to understanding all 

the rules of the estate disposition process in your 

state. For information about legal issues, see page 

55. Some states, for instance, have communityproperty laws that entitle your surviving spouse 

to keep half of your wealth after you die no matter 

what percentage you leave him or her. Fees for the 

execution of a will vary according to its complexity.

Choose an execut or

An executor is the person who is responsible for 

settling the estate after death. Duties of an executor 

include:

•	 Taking inventory of property and belongings.

•	 Appraising and distributing assets.

•	 Paying taxes.

•	 Settling debts owed by the deceased.

Most important, the executor is legally obligated to 

act in the interests of the deceased, following the 

wishes provided by the will. Here again, it could 

be helpful to consult an attorney to help with the 

probate process or offer legal guidance. In most 

states, any person over the age of 18 who hasn’t 

been convicted of a felony can be named executor of 

a will. Some people choose a lawyer, accountant, or 

financial consultant based on his or her professional 

experience. Others choose a spouse, adult child, 

relative, or friend. Since the role of executor can be 

demanding, it’s often a good idea to ask the person 

if he or she is willing to serve.

If you’ve been named executor in someone’s will 

but are not able or do not want to serve, you need 

to file a “declination,” which is a legal document 

that declines your designation as an executor. The 

contingent executor named in the will then assumes 

responsibility. If no contingent executor is named, 

the court will appoint one.

Funera ls

One of the most expensive purchases many 

consumers will ever make is the arrangement of a 

funeral. A traditional burial, including a casket and 

vault, costs about $7,000. Extras such as flowers, 

obituary notices, cards, and limousines can add 

thousands of dollars more. At such a highly 

emotional time, many people are easily swayed to 

believe that their decisions reflect how they feel 

about the deceased and wind up spending more 

than may be necessary.

Most funeral providers are professionals who work 

to serve their clients’ needs and best interests. 

Unfortunately, some do not. They may take 

Wills & Funerals

Wills & Funerals

Rules To Remember When Writing AWill

•	 In most states, you must be 18 years of age or older.

•	 To be valid, a will must be written when you are of sound

judgment and have adequate mental capacity.

•	 The document must clearly state that it is your will.

•	 An executor of your will, who ensures your estate is

distributed according to your wishes, must be named.

• It is not necessary to notarize or record your will, but doing

so can safeguard any claims that it is invalid. To be valid, you 

must sign a will in the presence of at least two witnesses.

Write a social media will

Social media is a part of daily life, so what 

happens to the online content that you created 

once you die? If you are active online you should 

consider creating a statement of how you would 

like your online identity to be handled, like a 

social media will. You should appoint someone 

you trust as an online executor. This person 

will be responsible for the closure of your email 

addresses, social media profiles, and blogs after 

you are deceased. Take these steps to help you 

write a social media will:

•	 Review the privacy policies and the terms and

conditions of each website where you have a 

presence.

•	 State how you would like your profiles to be

handled. You may want to completely cancel 

your profile or keep it up for friends and family 

to visit. Some sites allow users to create a 

memorial profile where other users can still see 

your profile but can’t post anything new.

•	 Give this person a document that lists all the

websites where you have a profile, along with 

your usernames and passwords.

•	 Stipulate in your will that the online executor

should have a copy of your death certificate. 

The online executor may need this as proof in 

order for websites to take any actions on your 

behalf.
52 www.USA.gov To contact an organization, use the directory beginning on page 62.

wills & funerals

advantage of clients by insisting on unnecessary 

services and overcharging consumers. That’s why 

there is a federal law, called the Funeral Rule, that 

regulates the actions of funeral directors, homes, 

and services.

Many funeral providers offer a variety of package 

plans that include products and services that are 

most commonly sold. Keep in mind, you are not 

obligated to buy a package plan; you have the 

right to buy the individual products and services 

you prefer. 

As outlined by the Funeral Rule:

•	 You have the right to choose the funeral goods

and services you want (with some exceptions).

•	 The funeral provider must state this “Rule” in

writing on the general price list.

•	 If state or local law requires you to buy any

particular item, the funeral provider must disclose 

it on the price list, with a reference to the specific 

law.

•	 The funeral provider may not refuse, or charge a

fee, to handle a casket that you bought elsewhere.

•	 A funeral provider who offers cremations must

make alternative containers available.

•	 For more information about the Funeral Rule, visit

www.ftc.gov/bcp/edu/microsites/funerals.

Planning ahead is the best way to make informed 

decisions about funeral arrangements. An 

advance plan also spares your family from having 

to make choices in the middle of grief and under 

time constraints. Every family is different, and 

funeral arrangements are influenced by religious 

and cultural traditions, budgets, and personal 

preferences.

You are not legally required to use a funeral home 

to plan and conduct a funeral, but most people find 

that the services of a professional funeral home 

make it easier. 

Comparison shopping, either in person or by phone, 

can save you money and is much easier when done 

in advance. Many funeral homes will also send 

you a price list by mail, but this is not required 

by law. If you have a problem concerning funeral 

matters, it’s best to try to resolve it first with the 

funeral director. If you are dissatisfied, the Funeral 

Consumers Alliance (p. 110) may be able to advise 

you on how best to resolve your issue. You can also 

contact your state or local consumer protection 

agencies (p. 112) or the Funeral Service Consumer 

Assistance Program at 1-800-662-7666. Most states 

have a licensing board that regulates the funeral 

industry. You can contact the board in your state for 

information or help.

Veterans Cemeteries

All veterans are entitled to a free burial in a national 

cemetery and a grave marker. This eligibility also 

applies to some civilians who have provided militaryrelated service and some Public Health Service 

personnel. Spouses and dependent children 

also are entitled to a lot and marker when buried 

in a national cemetery. There are no charges for 

opening or closing the grave, for a vault or liner, or 

for setting the marker in a national cemetery. For 

more information, visit the Department of Veterans 

Affairs (p. 104) at www.cem.va.gov.

The Funeral Rule

A federal law makes it easier for you to choose 

only the goods and services you want or need 

when planning a funeral, and to pay only for 

those you select. The Funeral Rule, enforced by 

the Federal Trade Commission, requires funeral 

directors to give you itemized prices in person 

and, if you ask, over the phone.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 53

Part II : filing a complaint

filing a complaint

Even the savviest consumer has problems with a 

good or service at one time or another. It is your 

right to complain if you have a genuine consumer 

problem. It is also your responsibility. A problem 

can’t be fixed if no one knows it exists.

Contact The Seller

The first step in resolving a consumer problem 

is contacting the seller. You can solve most 

consumer problems by talking to a salesperson or 

customer service representative. Do this as soon 

as possible because some retailers have time limits 

on returns and refunds. If this doesn’t work, ask 

for a supervisor or manager. If this fails, try going 

higher up, to the national headquarters of the seller 

or the manufacturer of the item. Many companies 

have a special customer relations or consumer 

affairs division whose primary function is solving 

consumer problems. Many companies provide a toll 

free number or address for this office on the product 

label, warranty, or other papers, you received at the 

time of purchase. If this is not the case:

•	 Check the Corporate Consumer Directory portion

of this Handbook for the contact information of 

several hundred corporations (p. 71).

•	 Visit the company’s website, and look for a

“Contact Us” link.

•	 Dial the directory of toll free numbers at

1-800-555-1212 to see whether the company has a 

toll free number listed.

•	 Ask your local librarian to assist you. Most public

libraries have reference books with contact 

information.

•	 As you do your search, keep in mind that the

name of the manufacturer or parent company is 

often different from the brand name. The Thomas 

Register of American Manufacturers, a book available 

at many public libraries, lists the manufacturers of 

thousands of products.

•	 With each person you contact, calmly and

accurately explain the problem and what action 

you would like to be taken. A written letter is a 

good strategy because you will have a record 

of your communication with the company. The 

sample letter (p. 57) will help you prepare a written 

complaint.

•	 Be brief and to the point. Note all important facts

about your purchase, including what you bought, 

serial or model numbers, the name and location of 

the seller, and when you made the purchase. 

•	 State exactly what you want done about the

problem and how long you are willing to wait for a 

response. Be reasonable.

•	 Don’t write an angry, sarcastic, or threatening

letter. The person reading your letter probably was 

not responsible for your problem but could be very 

helpful in resolving it.

•	 Send your letter as certified mail or request

delivery confirmation.

•	 Include copies of all documents regarding your

problem. Keep the originals.

•	 Provide your name, address, and phone numbers.

If an account is involved, be sure to include the 

account number.

•	 Keep a record of your efforts to contact the seller;

include the name of the person with whom you 

spoke and what was done, if anything.

Contact Third Parties

Don’t give up if you are not satisfied with the seller’s 

response to your complaint. Once you have given 

the seller a reasonable amount of time to respond, 

consider filing a complaint with one or more of these 

outside organizations:

State or local consumer protection offices

(p. 112). These government agencies mediate 

complaints, conduct investigations, and prosecute 

those who break consumer laws.

State regulatory agencies that have jurisdiction 

over the business. For example, banking (p. 126), 

securities (p. 134), insurance (p. 130), and utilities 

(p.138) are regulated at the state level.

Local politicians. Your local and state politicians may 

be able to help you get your complaint addressed.

STEPS to Follow TO RESOLVE A Complaint

•	 Before starting, start a file or

log to record all contacts and 

documents.

•	 Contact the seller.

•	 Contact the manufacturer.

•	 Contact industry trade

associations.

•	 Contact local and state

consumer protection/

regulatory/licensing officers.

•	 Contact the local BBB.

filing a complaint
54 www.USA.gov To contact an organization, use the directory beginning on page 62.

filing a complaint

State and local licensing agencies. Doctors, 

lawyers, home improvement contractors, auto 

repair shops, debt collectors, and child care 

providers are required to register or be licensed. 

The board or agency that oversees this process may 

handle complaints and have the authority to take 

disciplinary action. Your state or local consumer 

protection office (p. 112) can help you identify the 

appropriate agency.

Better Business Bureaus (p. 66). This network 

of nonprofit organizations supported by local 

businesses tries to resolve buyer complaints against 

sellers. Records are kept on unresolved complaints 

as a source of information for the seller’s future 

customers. The umbrella organization for the BBBs 

assists with complaints concerning the truthfulness 

of national advertising and helps to settle disputes 

with automobile manufacturers through the BBB 

AUTO LINE program (p. 65).

Trade associations. Companies selling similar 

products or services often belong to an industry 

association that will help resolve problems between 

its members and consumers (p. 142).

National consumer organizations. Some of 

these organizations assist consumers with 

complaints. Others may be unable to help 

individuals but are interested in hearing about 

problems that could influence their education and 

advocacy efforts (p. 109).

Media programs. Local newspapers, radio 

stations, and television stations often have 

Action Lines or Hotline services that try to resolve 

consumer complaints they receive. To find these 

services, check with your local newspapers or broadcast 

stations. See the “Call for Action” box above.

Call for Action, Inc.

11820 Parklawn Dr., Suite 340

Rockville, MD 20852

Phone: 240-747-0229

Web: www.callforaction.org

Call for Action, Inc., is a nonprofit network of 

consumer hotlines that educate and assist consumers 

with consumer problems. Listed below are hotlines in 

major markets staffed with trained volunteers who offer 

advice and mediate complaints at no cost to consumers. 

Consumers in locations not listed should call the 

Network Hotline at 240-747-0225 (T, W, F 10 am–2 pm). 

WTAJ–TV

Altoona, PA

814-944-9336

M–F 1–3 pm

WJW–TV

Cleveland, OH

216-578-0700

M, W, Th 10 am–1:00 pm

M 5:30–6:30 pm

KSHB–TV

Kansas City, MO

816-932-4321

T–Th 10 am–1 pm

KPNX–TV & KNAZ–TV & 

The Arizona Republic

Phoenix, AZ

602-260-1212 or

1-866-260-1212

M–F 11 am–1 pm

WAGA–TV

Atlanta, GA

404-879-4500

M–F 11 am–1 pm

KKTV–TV

Colorado Springs, CO

719-457-8211

M–Th 11 am–1 pm

KTNV–TV

Las Vegas, NV

702-368-2255

M–F 11 am–1 pm

WPRI–TV

Providence, RI

401-228-1850

M–Th 11 am–1 pm

WRDW–TV

Augusta, GA

803-442-4550

T–Th 11 am–1 pm

WSYX-TV

 Columbus, OH

614-821-9799 

T-Th 11 am-1 pm

WKOW–TV

Madison, WI

608-661-2727

M–F 11 am–1 pm

KTVI–TV

St. Louis, MO

636-282-2222

1-800-782-2222 (IL)

M–Th 11 am–1 pm

WBRC-TV

Birmingham, AL

205-583-4321

M-F 11 am- 1 pm

WXYZ–TV

Detroit, MI

248-827-3362

M–Th 11 am–1 pm

WTMJ–TV

Milwaukee, WI

414-967-5495

M–Th 11 am–1 pm

WTOL–TV

Toledo, OH

419-255-2255

T–Th 11 am–1 pm

WBZ Radio

Boston, MA

617-787-7070

M–F 11 am–1:30 pm

WINK–TV

Fort Myers, FL

239-334-4357

T–Th 11 am–1 pm

WQAD–TV

Moline, IL

309-764-2255

M–F 11 am–1 pm

WTOP AM & FM

Washington, DC

301-652-4357

T–F 11 am–1 pm 

WIVB–TV

Buffalo, NY

716-879-4900

M–F 11 am–1 pm

WHTM–TV

Harrisburg, PA

717-214-9187

T–Th 11 am–1 pm

WTAE–TV

Pittsburgh, PA

412-244-4698

T–Th 9 am–1 pm
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 55

filing a complaint

Dispute Resolution Programs

Some companies and industries offer programs 

to address disagreements between buyers and 

sellers. The auto industry (p. 65) has several of 

these programs . The Financial Industry Regulatory 

Authority (FINRA) offers a program to resolve 

investment-related disputes (p. 144). Some small 

claims courts also offer a dispute resolution 

program as an alternative to a trial.

Mediation, arbitration, and conciliation are three 

common types of dispute resolution. During 

mediation, both sides involved in the dispute meet 

with a neutral third party and create their own 

agreement jointly. In arbitration, the third party 

decides how to settle the problem. Conciliation 

is similar, however you and the other party would 

meet with the conciliator separately (not a group 

meeting). Request a copy of the rules of any 

program before making a decision to participate. 

You will want to know beforehand whether the 

decision is binding; some programs do not require 

both parties to accept the decision. Also ask 

whether participation in the program places any 

restrictions on your ability to take other legal action. 

The American Bar Association (p. 142) publishes 

a directory of state and local dispute resolution 

programs.

Sma ll Claims Court

Small claims courts resolve disputes over small 

amounts of money. While the maximum amount 

that can be claimed differs from state to state, 

court procedures are generally simple, inexpensive, 

quick, and informal. Court fees are minimal, and you 

often get your filing fee back if you win your case. 

Typically, you will not need a lawyer—some states 

do not permit them. If you live in a state that allows 

lawyers, and the party you are suing brings one, 

don’t be intimidated. Most judges make allowances 

for consumers who appear without lawyers. Even 

though the court is informal, the judge’s decision 

must be followed.

If you file a case and win, the losing party should 

give you what the court says you are owed without 

further action on your part. But some losers refuse 

to follow the court’s decision. When this happens, 

you can go back to court and ask for the order 

to be enforced. Depending on local laws, law 

enforcement officials might sell a person’s property 

or take money from a bank account or business 

cash register. If the person who owes the money 

receives a salary, the court might order an employer 

to garnish (deduct money from) each paycheck to 

pay you.

Check your local telephone book under the 

municipal, county, or state government headings for 

small claims court offices. Ask the clerk how to use 

the small claims court. Before taking your own case 

to court, observe a small claims court session and 

ask the court if it has information that will help you 

prepare your presentation to the judge.

Legal Help And Inf ormati on

If you need an attorney to advise or represent you, 

ask friends and family for recommendations. You 

can also contact the Lawyer Referral Service of your 

state, county, or city bar association listed 

in your local phone directory. Websites such as 

www.abalawinfo.org (American Bar Association) 

and www.nolo.com can help you with answers to 

general legal questions.

Tips for Choosing an Attorney

Many lawyers who primarily serve individuals and 

families are general practitioners with experience 

in frequently needed legal services, such as divorce 

and family matters, wills and probate, bankruptcy 

and debt problems, real estate, and criminal and/

or personal injury. Some have a narrower focus. Be 

sure the lawyer you are considering has experience 

in the area for which you are seeking help.

Once you’ve identified some candidates:

•	 Call each attorney on the telephone, describe your

legal issue, and find out if he or she handles your 

situation.

•	 Ask if you will be charged for an initial

consultation.

•	 Ask for an estimate of what the lawyer usually

charges to handle your kind of case.

filing a complaint

file a complaint using social media

Social media offers an alternative to filing a formal consumer 

complaint. The customer relations staff at many major 

corporations monitor posts and complaints about their 

company’s service. Someone may respond to your problem 

quiickly, to avoid negative perceptions of their performance by 

other potential customers. While there is no guarantee that 

you’ll get your problem resolved, it can be a worthwhile effort.
56 www.USA.gov To contact an organization, use the directory beginning on page 62.

filing a complaint

•	 Ask whether there are hourly charges or your

attorney accepts a percentage of the settlement 

as a fee contingency.

The initial consultation is an opportunity for you and 

the lawyer to get to know each other. After listening 

to the description of your case, the lawyer should be 

able to outline your rights and liabilities as well as 

alternative courses of action. The initial consultation 

is the lawyer’s opportunity to explain what he or she 

can do for you and how much it will cost. You should 

not hesitate to ask about the attorney’s experience 

in handling matters such as yours. Also, do not 

hesitate to ask about the lawyer’s fees and the likely 

results. If you are considering going beyond the 

initial consultation and hiring the lawyer, request a 

written fee agreement before proceeding.

What If You Can’t Afford a Lawyer?

If you cannot afford a lawyer, you may qualify for 

free legal help from a Legal Aid or Legal Services 

Corporation (LSC) office. These offices generally 

offer legal assistance for such things as landlordtenant relations, credit, utilities, family matters 

(for example, divorce and adoption), foreclosure, 

home equity fraud, Social Security, welfare, 

unemployment, and workers’ compensation. 

If the Legal Aid office in your area does not handle 

your type of case, it may refer you to other local, 

state, or national organizations that can provide 

help. Additional resources may be found at 

www.lawhelp.org or www.freeadvice.com.

•	 To find the Legal Aid office nearest to you, check

a local telephone directory or contact:

National Legal Aid and Defender Association

1625 K St., NW, 8th Floor

Washington, DC 20006

Phone: 202-452-0620

: info@nlada.org

www.nlada.org

•	 To find the LSC office nearest you, check a local

telephone directory or contact:

LSC Public Affairs

3333 K St., NW, 3rd Floor

Washington, DC 20007

Phone: 202-295-1500

www.lsc.gov

Free assistance could also be available from a law 

school program where students, supervised by 

attorneys, handle a variety of legal matters. Some 

of these programs are open to all, others limit their 

service to specific groups, such as senior citizens or 

low-income persons. Contact a law school in your 

area to find out whether such a program is available.

Rep ort Fraud & Safety Hazard

If you suspect a law has been violated, contact your 

local or state consumer protection agency (p. 112). 

This agency may take action or refer you to another 

state organization that has authority where you live. 

A local law enforcement officer could also be able 

to provide advice and assistance.

Violations of federal laws should be reported to the 

federal agency responsible for enforcement. While 

federal agencies are rarely able to act on behalf 

of individual consumers, complaints are used to 

document patterns of abuse, allowing the agency to 

take action against a company. 

Throughout Part I of this Handbook, you will find 

references to federal agencies you can contact for 

more information, which is usually the same agency 

to contact with your complaint. You can also find 

the appropriate federal agency by using the Federal 

Agency Directory (p. 96).

People who have no intention of delivering what is 

sold, misrepresent items, send counterfeit goods, 

or otherwise try to trick you out of your money are 

committing fraud. If you suspect fraud, there are 

some additional steps to take:

•	 Contact the Federal Trade Commission (p. 106).

•	 Scams that use the mail or interstate delivery

service should also be reported to the U.S. Postal 

Inspection Service (p. 108). It is illegal to use the 

mail to misrepresent or steal money.

Reporting fraud promptly improves your chances 

of recovering what you have lost and helps law 

enforcement authorities stop scams before others 

are victimized. 

If you suspect you have a product that poses a 

safety hazard, report the problem to the appropriate 

federal agency:

•	 Animal Products. Food and Drug 

Administration (p. 100)

•	 Automobiles. National Highway Traffic Safety 

Administration (p. 104)

•	 Consumer Household Products. U.S. 

Consumer Product Safety Commission (p. 97)

•	 Drugs, Cosmetics, and Medical Devices.

Food and Drug Administration (p. 100)

•	 Food. Food and Drug Administration (p. 100), 

U.S. Department of Agriculture (p. 96)

•	 Household Chemicals. Environmental 

Protection Agency (p. 105)

•	 Seafood. Food and Drug Administration (p. 100), 

U.S. Department of Commerce (p. 97)

•	 Toys, Baby, and Play Equipment. U.S. 

Consumer Product Safety Commission (p. 96)
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 57

Download a copy of the sample complaint letter at: 

www.usa.gov/topics/consumer/complaint/complaint-letter.shtml

Your Address

Your City, State, ZIP Code

Date

Name of Contact Person, if available

Title, if available

Company Name

Consumer Complaint Division (if you have no specific contact)

Street Address

City, State, Zip Code

Dear (Contact Person):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or had repaired) a (name of the 

product, with serial or model number or service performed) at 

(location, date and other important details of the transaction).

Unfortunately, your product (or service) has not performed well 

(or the service was inadequate) because (state the problem). 

I am disappointed because (explain the problem: for 

example, the product does not work properly, the service 

was not performed correctly, I was billed the wrong 

amount, something was not disclosed clearly or was 

misrepresented, etc.).

To resolve the problem, I would appreciate your (state the 

specific action you want—money back, charge card credit, repair, 

exchange, etc.). Enclosed are copies (do not send originals) of my records 

(include receipts, guarantees, warranties, canceled checks, contracts, 

model and serial numbers, and any other documents).

I look forward to your reply and a resolution to my problem and will 

wait until (set a time limit) before seeking help from a consumer 

protection agency or Better Business Bureau. Please contact me at 

the above address or by phone at (home and/or office numbers with 

area code).

Sincerely,

Your name

Enclosure(s)

• describe 

purchase

• name of product, 

serial number

• include date 

and place of 

purchase

• state 

problem

• give history

• ask for 

specific action

• enclose copies 

of documents

• allow time 

for action

• state how you can 

be reached

Keep copies of all of your letters, faxes, e-mails, receipts and related documents.

samplE complaint lett er

SAMPLE COMPLAINT LETTER
58 www.USA.gov To contact an organization, use the directory beginning on page 62.

PART III : keY INFORMA TION RESOURCES

KEY INFORMATION

RESO URCES

Federal Citizen Information Center (Fcic)

FCIC is a one-stop source that provides government 

information and services directly to the public. 

FCIC offers information across various channels, 

including websites USA.gov and 

GobiernoUSA.gov (in Spanish), telephone at 

1-888-333-4636, print publications available through 

the Consumer Information Catalog and at 

Publications.USA.gov, and via social media on 

Facebook at: facebook.com/USAgov and 

Twitter: @USAgov.

Center for the Study of Services

www.checkbook.org Evaluates quality and price for 

local services in major metropolitan areas. See page 

109.

Consumers Union (Cu)

www.consumerreports.org Researches and 

tests goods and services such as automobiles, 

appliances, food, clothing, luggage, and insurance. 

See page 110.

Consumer World

www.consumerworld.org A public service website 

with links to hundreds of consumer resources, 

corporations and government agencies.

National Institute of Food and Agriculture 

(Nifa )

Programs cover food and nutrition, housing, 

gardening, budgeting, using credit, saving for 

retirement, and more. Visit www.nifa.usda.gov or 

www.extension.org. See page 96.

Libraries

Publications from many of the organizations 

mentioned on this page are available at your local 

public library or by visiting www.publiclibraries.com.

EMErgency preparedness

Disasters can strike in many forms—fires, 

floods, hurricanes, tornadoes, and even national 

emergencies. Protecting yourself, your family, your 

pets, and your home or your business requires 

advance planning. It is equally important to know 

where to turn for help and information. You may 

even be eligible for government assistance. 

There are numerous sources of information to help 

you prepare. To get started, check out these sites: 

• www.disasterassistance.gov

• www.fema.gov/areyouready 

• www.ready.gov

• www.redcross.org

For Teachers

Teachers often use the Consumer Action Handbook

to teach essential information about credit, 

insurance, major purchases, complaint letters, 

saving and investing, and other consumer topics. 

For classroom copies of the Handbook, e-mail action.

handbook@gsa.gov; include the name and address 

of your school and the number of copies you would 

like to receive. 

Services And Resources For Consumers With

Disabilities

Relay Services: Telecommunications relay services link 

telephone conversations between individuals who use standard 

voice telephones and those who use text telephones (TTYs). 

Calls can be made from either type of telephone to the other type 

through the relay service.

Local Relay Services: States provide relay services for local 

and long-distance calls. Consult your local telephone directory for 

information on use, fees (if any), services, and dialing instructions 

for that area.

Federal Relay Service: The FRS, a program of the U.S. General 

Services Administration (GSA), provides access to TTY users 

who wish to conduct official business nationwide with and within 

the Federal government. The toll free number is 1-866-377-8642. 

For more information on relay communications or to obtain a 

brochure on using the FRS, call 1-800-877-0996.

Other Services: Consumers who are deaf or hard of hearing, or 

who have speech impairment, and use a TTY may receive operator 

and directory assistance for calls by calling 1-800-855-1155. Check 

the introductory pages of your local telephone directory for 

additional TTY services.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 59

KEY INFORMA TION RESOURCES

For Persons with Disabi lities

National Council on Disability

www.ncd.gov A federal agency whose mission is 

to improve the quality of life for Americans with 

disabilities and their families; see page 107.

National Disability Rights Network

www.ndrn.org Provides legally based advocacy 

services for people with disabilities.

Department of Education

www.ed.gov Provides training and information to 

parents of disabled children and to people who work 

with them; see page 97.

Department of Housing and Urban 

Development

www.hud.gov/offices/fheo/disabilities Learn more 

about the housing rights of people with disabilities, 

and the responsibilities of housing providers and 

building and design professionals; see page 101.

National Library Service for the Blind and 

Physically Handicapped

www.loc.gov/nls Administers a free loan service of 

recorded and Braille books and magazines, music 

scores in Braille and large print, plus specially 

designed playback equipment. 

For Military Pers onne l

Today’s military families face many common 

consumer challenges as well as the additional 

stress associated with frequent separation. To ease 

such difficulties, Family Centers, along with the 

other programs described below, provide help and 

support for military families. 

U.S. Military Family Centers

Located on most military installations, Family 

Centers provide information, life skills education, 

and support services to military members and their 

families. One key function of the Family Center is to 

link customers with appropriate services available 

in the local community and/or through state and 

federal assistance programs such as those related 

to health and human services, school systems, 

employment assistance, law enforcement, and 

recreation. 

If you cannot locate a Family Center, please contact 

your respective military branch’s headquarters 

office listed below. The designation “DSN,” 

preceding some of the phone numbers, refers to 

the military phone system and does not apply to the 

civilian sector.

Air Force Community Readiness and 

Family Support

AF/A1SF 4E235

Force Sustainment Division

1040 Air Force Pentagon

Washington, DC 20330-1040

Phone: 703-697-0067

www.afcrossroads.com 

Air Force Crossroads is a comprehensive resource 

for Air Force members and their families relating to 

nearly every aspect of personal and professional life. 

With topics that cover, among others, health and 

wellness, finances, family matters, and recreation, 

the network includes access to the Air Force 

Spouse Forum, chat rooms, an employment forum, 

and a flea market, and links to news sources.

Marine Corps Community Services (Mccs )

3280 Russell Rd.

Quantico, VA 22134-5103

703-784-0275

DSN: 278-0275

Toll free: 1-800-627-4637

www.usmc-mccs.org 

The Personal and Family Readiness Division (MR) 

provides a number of Marine Corps personnel 

service programs, such as Casualty Assistance, 

DEERS Dependency Determination, Voting 

Assistance, Postal Services, and Personal Claims.

KEY INFORMATION RESOURCES

Bett er Business Bureau

Military Line

The BBB Military Line, www.military.bbb.org, 

offers consumer education and advocacy to 

service members and their families. Five servicespecific sites contain current military-related 

consumer news as well as links to local BBBs and 

other sites with useful consumer information:

www.bbb.org/us/Military/Army

www.bbb.org/us/Military/Navy

www.bbb.org /us/Military/Air-force

www.bbb.org/us/Military/Marine

www.bbb.org/us/Military/Coast-guard

Users may request reports, file complaints, and 

sign up for a custom consumer newsletter. At 

the local level, area BBBs provide educational 

briefings for military personnel and their families, 

and work with local businesses to promote 

ethical treatment of military consumers.
60 www.USA.gov To contact an organization, use the directory beginning on page 62.

KEY INFORMA TION RESOURCES

Fleet and Family Support Programs

Commander, Navy Installations Command 

2713 Mitscher Rd., SW, Suite 300

Washington, DC 20373-5802

Toll free: 1-800-372-5463

www.nffsp.org 

The Fleet and Family Support Program delivered by 

Commander, Navy Installations Command, provides 

support, references, information, and a wide 

range of assistance for members of the Navy and 

their families to meet the unique challenges of the 

military lifestyle. Up-to-date news, messages, links, 

and resources are provided, including assistance 

with relocation, employment, career and benefits, 

healthy lifestyles, casualties, domestic violence, and 

retirement.

Family and Morale, Welfare and Recreation 

Command Family Programs

Directorate, Army Community Service 

4700 King St.

Alexandria, VA 22302

Phone: 703-681-5375

DSN: 761-5375

MyArmyLifeToo

www.myarmylifetoo.com

This portal is the single gateway to comprehensive 

information on the support available to Army 

personnel and families, including resources to 

strengthen home and family life, Army basic 

training, lifelong learning, finances, employment, 

and relevant news, along with links to other key 

resources.

U.S. Coast Guard

2100 Second St., SW, Room 6320

Washington, DC 20593

Phone: 202-267-6160

Toll free: 1-800-368-5647 (Safety)

Toll free: 1-877-669-8724 (Recruiting)

www.uscg.mil 

The U.S. Coast Guard can provide key resources, 

including core publications, career information, and 

related news, as well as comprehensive background 

about its mission, community services, history, 

photos, and reports.

Military HOMEFRONT

www.militaryhomefront.dod.mil 

Military HOMEFRONT is the official Department 

of Defense website for information to help improve 

the quality of life for troops and their families. 

Members of all branches of the military service and 

their families will find reliable, up-to-date details 

and advice on such topics as education, housing, 

legal matters, parenting, personal finances, pay 

and benefits, relocation, and health care. Military 

HOMEFRONT also makes it easier for leaders to 

locate official quality-of-life program information 

and resources for its troops and families. In 

addition, service providers can access desk guides, 

policies, forms, and other resources.

Military Sentinel

www.ftc.gov/sentinel/military 

Military Sentinel is a gateway to consumer 

education materials covering a wide range of 

consumer protection issues, from auto leasing, 

to identity theft, to work-at-home scams. It allows 

members of the U.S. Armed Forces to enter 

consumer complaints directly into a database that is 

immediately accessible by over 500 law enforcement 

organizations throughout the United States, 

Canada, and Australia. These law enforcement 

agencies use this complaint data to target cases 

for prosecution and other enforcement measures. 

Members of the Judge Advocate General’s staff 

and others in the Department of Defense can 

also use this information to help protect armed 

services members and their families from consumer 

protection–related problems.

Predatory Lending Restrict ions

As of October 1, 2007, the Talent-Nelson Amendment to the 

John Warner National Defense Authorization Act allows the 

Department of Defense to regulate the terms of payday loans, 

vehicle title loans, and tax refund loans to active-duty service 

members and their dependents. These three products have high 

interest rates, coupled with short payback terms.

The rule for service members and their dependents limits the 

Military Annual Percentage Rate (MAPR) on these loans to 

36%. All fees and charges should be included in calculating 

the rate. The rule also prohibits contracts requiring the use of 

a check or access to a bank account, mandatory arbitration, or 

unreasonable legal notice. Any credit agreement subject to this 

regulation that fails to comply with the regulation is void and 

cannot be enforced. The rule further provides that a creditor or 

assignee who knowingly violates the regulation shall be subject 

to certain criminal penalties.

The Department of Defense strongly encourages service 

members and their families to choose alternatives that are 

specifically designed to help resolve financial crises, rebuild 

credit rating, and establish savings for emergencies. Payday 

loans, vehicle title loans, and tax refund loans can propel an 

already overextended borrower into a deeper spiral of debt.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 61

Military OneSource

www.militaryonesource.com 

Toll free: 1-800-342-9647

Military OneSource is an excellent hub of 

information and assistance for military personnel 

and their families. This 24/7 resource offers a variety 

of services and tools to meet the special needs 

and improve the lives of service men and women, 

both personally and professionally. In addition to 

in-person counseling and direct links to all of the 

armed services home sites, Military OneSource 

offers advice and whom-to-contact information on 

matters such as health, education, training, moving, 

shopping, legal issues, and finances. Podcasts, 

webinars, discussion boards, and news feeds cover 

special topics and provide answers to help resolve 

problems.

Commissaries and Exchanges

Consumers who shop at military commissaries and 

exchanges and who have a question or problem 

should contact the local manager before contacting 

the regional office. If your problem is not resolved 

at the local level, then write or call the regional 

office nearest you. Be sure to discuss the problem 

with the local and regional offices of a commissary 

or exchange before contacting the national 

headquarters.

Wounded Warrior Resource Center

www.woundedwarriorresourcecenter.com

The Wounded Warrior Resource Center website 

(WWRC) provides wounded service members, 

their families, and caregivers with information they 

need in the areas of military facilities, health care 

services, and benefits. It supports access to the 

Wounded Warrior Resource Call Center and trained 

specialists who are available 24 hours a day, 7 days 

a week by phone at 1-800-342-9647 or by e-mail at 

wwrc@militaryonesource.com. Information is also 

available on how to connect to other families for 

support and recreation.

National Resource Directory

www.nationalresourcedirectory.gov

The National Resource Directory provides 

wounded, ill, and injured service members, veterans, 

their families, and those who support them, with 

a web-based “yellow book.” It has information on, 

and access to, the full range of medical and nonmedical services and resources needed to achieve 

their personal and professional goals across 

the transitions from recovery to rehabilitation to 

community reintegration. The National Resource 

Directory, an online partnership of the departments 

of Defense, Labor, and Veterans Affairs, provides 

links to the services and resources of federal, state, 

and local government agencies; veterans’ service, 

non-profit, community-based, and philanthropic 

organizations; professional associations; and 

academic institutions. 

key information resources

key information resources

Help from the Consumer Financial 

Protect ion Bureau

The Consumer Financial Protection Bureau 

(CFPB) offers resources specifically for 

servicemembers and their families. The Office of 

Servicemember Affairs is dedicated to helping 

military personnel plan for their financial futures, 

as well as protect themselves from frauds that 

are targeted at military communities. For more 

information visit, 

www.consumerfinance.gov/servicemembers.
62 www.USA.gov To contact an organization, use the directory beginning on page 62.

Automotive Manufacturers......................................63

Automotive Dispute Resolution Programs....................65

Better Business Bureaus..........................................66

Corporate Consumer Contacts................................71

Federal Agencies

Commission on Civil Rights ..............................................96

Consumer Financial Protection Bureau .........................96

Consumer Product Safety Commission.........................96

Department of:

Agriculture..........................................................................96

Commerce...........................................................................97

Education.............................................................................97

Energy...................................................................................98

Health and Human Services ...........................................98

Homeland Security..........................................................101

Housing and Urban Development...............................101

Interior................................................................................102

Justice................................................................................102

Labor..................................................................................103

State....................................................................................103

Transportation .................................................................103

Treasury.............................................................................104

Veterans Affairs ..............................................................104

Environmental Protection Agency.................................105

Equal Employment Opportunity Commission.............105

Federal Communications Commission........................105

Federal Deposit Insurance Corporation.......................106

Federal Maritme Commission.........................................106

Federal Reserve System...................................................106

Federal Trade Commission..............................................106

General Services Administration...................................106

National Council on Disability ........................................107

National Credit Union Administration..........................107

Office of Personnel Management ..................................107

Pension Benefit Guaranty Corporation........................107

Securities and Exchange Commission.........................107

Small Business Administration......................................107

Social Security Administration ......................................107

U.S. Commodity Futures Trading Commission..........108

U.S. Postal Service ............................................................108

National Consumer Organizations........................ 109

State, County & City Consumer 

Protection Offices .................................................. 112

State Banking Authorities ..................................... 126

State Insurance Regulators ................................... 130

State Securities Administrators............................ 134

State Utilities Commissions .................................. 138

Trade & Professional Associations....................... 142



Email

KEY:

Provided financial support for the publication 

of the 2012 Consumer Action Handbook.

SOCAP International Member

TTY Numbers for people with hearing disabilities. 

For more information see the box on page 58.



 SOCAP IN TERNATIONAL

Many of the companies listed in this Handbook

are members of the Society of Consumer Affairs 

Professionals International (SOCAP). A professional 

organization established in 1973, the Society’s goal is to 

improve the marketplace for consumers by improving 

customer care through education and networking. 

SOCAP members are identified in the automotive and 

corporate directories by the SOCAP logo (see Key at 

right). For more information, contact SOCAP (p. 111). 

PART IV : consumer assistance directory
Automotive

1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 63

Acura

Customer Relations Department

1919 Torrance Blvd.

Mail Stop 500-2N7E

Torrance, CA 90501-2746

310-783-2000

Toll free: 1-800-382-2238

www.acura.com

Alfa-Romeo

7454 Brokerage Dr.

Orlando, FL 32809

407-856-5000

www.alfaromeo.com

American Honda Motor 

Company, Inc. 

Honda Automobile Customer 

Service

1919 Torrance Blvd.

Mail Stop 500 - 2N7D

Torrance, CA 90501-2746

310-783-2000

Toll free: 1-800-999-1009

www.honda.com

American SuzukiMotor

Corporation 

Customer Relations Department

PO Box 1100

Brea, CA 92822-1100

714-572-1490 (Motorcycle/ATV/

Marine)

Toll free: 1-800-934-0934 

(Automotive)

www.suzuki.com

Aston Martin

Customer Relations Department

U.S. National Headquarters

One Premier Pl.

Irvine, CA 92618

949-341-5800

www.astonmartin.com

Audi of America, Inc. 

Customer Relations

3800 W. Hamlin Rd.

Auburn Hills, MI 483226

Toll free: 1-800-822-2834

: auditalk@audi.com

www.audiusa.com

BMW

Customer Relations

300 Chestnut Ridge Rd.

Woodcliff Lake, NJ 07677-7731

201-307-4000

Toll free: 1-800-831-1117

www.bmwusa.com

Buick

Customer Assistance Center

PO Box 33136

Detroit, MI 48232-5136

Toll free: 1-800-521-7300

TTY: 1-800-735-2900

www.buick.com

Cadillac

Customer Assistance Center

PO Box 33169

Detroit, MI 48232-5169

Toll free: 1-800-458-8006

TTY: 1-800-255-2683

www.cadillac.com

Chevrolet

Customer Assistance Center

PO Box 33170

Detroit, MI 48232-5170

Toll free: 1-800-222-1020

TTY: 1-800-833-2438

www.chevrolet.com

Chrysler 

Chrysler Group, LLC

Customer Assistance Center

PO Box 21-8004

Auburn Hills, MI 48321-8004

Toll free: 1-800-992-1997

www.chrysler.com

Dodge

Toll free: 1-800-992-1997

www.dodge.com

Ferrari North America, Inc.

Corporate Office

250 Sylvan Ave.

Englewood Cliffs, NJ 07632

201-816-2600

www.ferrari.com

Ford Motor Company 

Customer Relationship Center

PO Box 6248

Dearborn, MI 48126

Toll free: 1-800-392-3673

TTY: 1-800-232-5952

www.ford.com

GMC 

PO Box 33172

Detroit, MI 48232-5172

Toll free: 1-800-462-8782

TTY: 1-800-462-8583

www.gmc.com

Hyundai Motor America 

PO Box 20850

Fountain Valley, CA 92728-0850

714-965-3000

Toll free: 1-800-633-5151

: consumeraffairs@hmausa.com

www.hyundaiusa.com

Infiniti

See: Nissan North America, Inc.

Toll free: 1-800-662-6200

www.infiniti.com

IsuzuMotorsAmerica,Inc.

Owner Relations Department

1400 S. Douglass Rd., Suite 100

Anaheim, CA 92806

714-935-9300

Toll free: 1-800-255-6727

www.isuzu.com

Contacting Your Automotive Manufacturer

If you have a problem with a car purchased from a local dealer, first try to work 

it out with the dealer. If the problem is not resolved, contact the manufacturer’s 

regional or national office. Ask for the Consumer Affairs Office. 

If you are still unsuccessful, consider contacting the automotive dispute resolution 

resources listed at the end of this section. The method used to resolve your 

dispute may be mediation, arbitration, or conciliation. Decisions of arbitrators 

are usually binding and must be accepted by both the customer and the business. 

Ask for a copy of the rules of the program before you file your case. See page 55 

for an overview of ispute resolution programs.

A local or state consumer agency (p. 112) could also be a useful resource in 

resolving problems with your vehicle. If you have a new vehicle, be sure to ask 

whether you have any protection under a state “lemon” law.

AUTOMO TIVE MANUFAC TURERS
64 www.USA.gov 

Jaguar Cars

555 MacArthur Blvd.

Mahwah, NJ 07430-2327

Toll free: 1-800-452-4827

www.jaguarusa.com

Jeep

See: Chrysler

Toll free: 1-800-992-1997

www.jeep.com/en

Kia Motors America, Inc. 

PO Box 52410

Irvine, CA 92619-2410

Toll free: 1-800-333-4542

www.kia.com

Land Rover

Customer Relationship Center

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll free: 1-800-637-6837

www.landroverusa.com

Lexus

A Division of Toyota Motor Sales, 

USA, Inc.

PO Box 2991

Mail Drop L201

Torrance, CA 90501-2732

Toll free: 1-800-255-3987

TTY: 711

www.lexus.com

Lincoln

See: Ford Motor Company

www.lincoln.com

MazdaNorthAmerican

Operations

PO Box 19734

Irvine, CA 92623-9734

Toll free: 1-800-222-5500

www.mazdausa.com

Mercedes Benz USA,LLC

Customer Assistance Center

Three Mercedes Dr.

Montvale, NJ 07645

Toll free: 1-800-367-6372

www.mbusa.com

Mercury

See: Ford Motor Company

www.mercuryvehicles.com

Mitsubishi Motors North 

America, Inc.

Customer Relations

PO Box 6400

Cypress, CA 90630-0014

Toll free: 1-888-648-7820

www.mitsubishicars.com

Nissan North America, Inc. 

PO Box 685003

Franklin, TN 37068-5003

Toll free: 1-800-647-7261

www.nissanusa.com

Oldsmobile

Customer Assistance Center

PO Box 33171

Detroit, MI 48232-5171

Toll free: 1-800-442-6537

TTY: 1-800-833-9935

www.oldsmobile.com

Peugeot Motors 

of America, Inc.

Overlook at Great Notch

150 Clove Rd.

Little Falls, NJ 07424

973-812-4444

www.peugeot.com

Pontiac

See: GMC

Toll free: 1-800-762-2737

TTY: 1-800-833-9935

www.pontiac.com

Porsche Cars North 

America, Inc. 

Owner Relations

980 Hammond Dr., Suite 1000

Atlanta, GA 30328

Toll free: 1-800-767-7243

www.porsche.com/usa

Saab Automobile USA

Customer Assistance Center

PO Box 33166

Detroit, MI 48232-5166

Toll free: 1-800-955-9007

www.saabusa.com

Saturn 

See: GMC

Customer Assistance Center

Toll free: 1-800-553-6000

www.saturn.com

Smart USA

2555 Telegraph Rd.

Bloomfield Hills, MI 48302

Toll free: 1-800-762-7887

www.smartusa.com

Subaru of America, Inc. 

Customer/Dealer Services

Subaru Plaza

PO Box 6000

Cherry Hill, NJ 08034-6000

Toll free: 1-800-782-2783

www.subaru.com

Toyota Motor Sales 

USA, Inc. 

Customer Experience Center

Department WC 11

19001 S. Western Ave.

Torrance, CA 90501

310-468-4000

Toll free: 1-800-331-4331

TTY: 1-800-443-4999

www.toyota.com

Volkswagen Group of 

America, Inc. 

Customer Care

2200 Ferdinand Porshe Dr.

Herndon, VA 20171

Toll free: 1-800-822-8987

www.vw.com or

volkswagengroupamerica.com

Volvo Cars of North America

Customer Care Center

One Volvo Dr.

PO Box 914

Rockleigh, NJ 07647

Toll free: 1-800-458-1552

www.volvocars.com

Yamaha Motor Corporation

Customer Relations

6555 Katella Ave.

Cypress, CA 90630

714-761-7435

Toll free: 1-800-962-7926 

(Customer Relations)

Toll free: 1-800-252-5265 (Yamaha 

Card)

www.yamaha-motor.com

AUTOMO TIVE MANUFAC TURERS
Automotive

1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 65

BBB Auto Line

Council of Better Business 

Bureaus, Inc.

4200 Wilson Blvd., 8th Floor

Arlington, VA 22203-1838

703-276-0100

Toll free: 1-800-955-5100

TTY: 703-276-1862

: info@cbbb.bbb.org

www.bbb.org

Third-party dispute resolution 

program for automobile 

manufacturers.

DOT Auto Safety Hotline

1200 New Jersey Ave., SE

West Building

Washington, DC 20590

Toll free: 1-888-327-4236

TTY: 1-800-424-9153

www-odi.nhtsa.dot.gov/

contact.cfm

Consumers can contact the 

DOT Auto Safety Hotline to 

report safety defects in vehicles, 

tires, and child safety seats. 

Information is available about 

air bags, child safety seats, seat 

belts, and general highway safety. 

Consumers who experience a 

safety defect in their vehicle are 

encouraged to report the defect 

to the Hotline in addition to the 

dealer or manufacturer.

International Association of 

Lemon Law Administrators

www.ialla.net

This organization supports 

and promotes government 

agencies that administer motor 

vehicle warranty and related 

laws, through consumer and 

industry education and other 

intergovernmental activities.

Motorist Assurance 

Program(MAP)

201 Park Washington Ct.

Falls Church, VA 22046

703-538-3557

: map@motorist.org

www.motorist.org

MAP accredits those auto repair 

shops that apply and follow 

industry developed standards 

for inspecting vehicles as well 

as meet other requirements. 

MAP handles inquiries/disputes 

between accredited shops and 

customers and offers information 

to consumers about how to 

locate a repair shop, how to talk 

to a technician, and how to work 

successfully with auto repair 

shops.

National Automobile 

DealersAssociation(NADA)

8400 Westpark Dr.

McLean, VA 22102

Toll free: 1-800-252-6232

: nadainfo@nada.org

www.nada.org

NADA is a third-party dispute 

resolution organization. The 

national office makes referrals to 

state auto dealer associations.

RV Consumer Group

PO Box 520

Quilcene, WA 98376

www.rv.org

RV Consumer Group is a 

non-profit organization dedicated 

to the safety of recreational 

vehicles. This group is not 

aligned or affiliated with the RV 

industry. It offers books and 

memberships to help consumers 

select the best RV for them.

Contacting Automotive Dispute Resolution Programs

An automotive dispute resolution program is another resource to consult if 

you need to solve a problem with your car’s manufacturer or dealership. If you 

have been unable to reach an agreement your manufacturer, consider contacting 

the automotive dispute resolution resources listed here. The method used to 

resolve your dispute may be mediation, arbitration, or conciliation. Decisions of 

arbitrators are usually binding and must be accepted by both the customer and 

the business. Ask for a copy of the rules of the program before you file your case.

Read the contract that you signed when you purchased your car. Manufacturers 

and dealers may have included a clause that requires you to agree to mandatory 

arbitration, waiving your right to sue or settle a disagreement in a court of law.

AUTOMOTIVE DISPU TE RESOLU TION PRO GRAMS

See page 

55 for more 

information 

about dispute 

resolution 

programs.
66 www.USA.gov 

Council 

Council of Better Business 

Bureaus, Inc.

4200 Wilson Blvd., 8th Floor

Arlington, VA 22203-1838

703-276-0100

Alabama

Birmingham

1210 S. 20th St.

Birmingham, AL 35205

Toll free: 1-800-824-5274 (AL)

205-558-2222

Cullman

202 1st Ave., SE, Suite I

Cullman, AL 35055

256-775-2917

Decatur

254 Moulton St. E, 3rd Floor

Decatur, AL 35601

256-355-2226

Dothan

1971 S. Brannon Stand Rd.

Suite 1

Dothan, AL 36305

334-794-0492

Huntsville

107 Lincoln St., SE

Huntsville, AL 35801

256-533-1640

Mobile

960 S. Schillinger Rd., Suite I

Mobile, AL 36695

251-433-5494

Montgomery

4750 Woodmere Blvd., Suite D

Montgomery, AL 36107

334-273-5530

Alaska

Anchorage

341 W. Tudor Rd., Suite 209

Anchorage, AK 99503

907-562-0704

Arizona

Phoenix

4428 N. 12th St.

Phoenix, AZ 85014-4585

602-264-1721

Prescott

1569 W. Gurley St.

Prescott, AZ 86305

928-772-3410

Siera Vista

2160 E. Fry Blvd.

Suite C5 PMB 172

Siera Vista, AZ 85635

520-888-5353

Tucson

434 S. Williams Blvd., Suite 102

Tucson, AZ 85711

520-888-5353

Arkansas

Little Rock

12521 Kanis Rd.

Little Rock, AR 72211

501-664-4888

California

Bakersfield

1601 H St., Suite 101

Bakersfield, CA 93301

661-322-2074

Culver City

6125 Washington Blvd., 3rd Floor

Culver City, CA 90232

310-945-3166

Fresno

4201 W. Shaw Ave., Suite 107

Fresno, CA 93722

559-222-8111

Long Beach

3363 Linden Ave., Suite A

Long Beach, CA 90807

562-216-9242

Los Angeles

315 N. La Cadena Dr.

Colton, CA 92324

909-825-7280

Oakland

1000 Broadway, Suite 625

Oakland, CA 94607

510-844-2000

Placentia

550 W. Orangethorpe Ave.

Placentia, CA 92870

714-985-8922

Sacramento

3075 Beacon Blvd.

West Sacramento, CA 95691

916-443-6843 

Contacting Your Local Better Business Bureau

Better Business Bureaus (BBBs) are non-profit organizations that encourage honest 

advertising and selling practices and are supported primarily by local businesses. 

BBBs offer a variety of consumer services, including consumer education 

materials; business reports, particularly unanswered or unsettled complaints or 

other problems; mediation and arbitration services; and information about charities 

and other organizations that are seeking public donations. They also provide 

ratings (A, B, C, D, or F) of local companies to express the BBB’s confidence 

that the company operates in a trustworthy manner and demonstrates a willingness 

to resolve customer concerns.

Complaints should be submitted in writing so that an accurate record exists of 

the dispute. The BBB will then present the complaint to the company involved. If 

the complaint is not resolved, the BBB may offer an alternative dispute settlement 

process. BBBs do not judge or rate individual products or brands, handle employer/

employee wage disputes, or give legal advice.

If you need help with a consumer question or complaint, call your local BBB or 

visit its website.

BBBOnLine (www.bbb.org/online) provides Internet users an easy way to verify 

the legitimacy of online businesses. Companies carrying the BBBOnLine seal have 

been checked out by the BBB and agree to resolve customer concerns.

The Council of Better Business Bureaus, the umbrella organization for the BBBs, 

can assist with complaints about the truthfulness and accuracy of national 

advertising claims, including children’s advertising; provide reports on national 

soliciting charities; and help to settle disputes with automobile manufacturers 

through the BBB Auto Line program (p. 65).

Bett er Business Bureaus
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 67

Better Business Bureaus

Bett er Business Bureaus

San Diego

5050 Murphy Canyon Rd.

Suite 110

San Diego, CA 92123

858-496-2131

San Jose

1112 S. Bascom Ave.

San Jose, CA 95128

408-278-7400

Santa Barbara

PO Box 129

Santa Barbara, CA 93101

805-963-8657

Stockton

11 S. San Joaquin St., 8th Floor

Stockton, CA 95202

209-948-4880

Colorado

Colorado Springs

25 N. Wahsatch Ave.

Colorado Springs, CO 80903

719-636-1155

Denver

1020 Cherokee St.

Denver, CO 80204-4039

303-758-2100

Fort Collins

8020 S. County Rd. 5, Suite 100

Fort Collins, CO 80528

970-484-1348

Connecticut

Wallingford

94 S. Turnpike Rd.

Wallingford, CT 06492-4322

203-269-2700

Delaware

Wilmington

60 Reads Way

New Castle, DE 19720

302-221-5255

District of Columbia

Washington

1411 K St., NW, Suite 1000

Washington, DC 20005-3404

202-393-8000

Florida

Clearwater

2655 McCormick Dr.

Clearwater, FL 33759

727-535-5522

Jacksonville

4417 Beach Blvd., Suite 202

Jacksonville, FL 32207

904-721-2288

Longwood

1600 S. Grant St.

Longwood, FL 32750

407-621-3300

Miami Lakes

14750 N.W. 77 Ct., #317

Miami Lakes, FL 33016

561-842-1918

Pensacola

912 E. Gadsden St.

Pensacola, FL 32501

850-429-0002

Stuart

101 S.E. Ocean Blvd., Suite 202

Stuart, FL 34994

772-223-1492

West Palm Beach

4411 Beacon Circle, Suite 4

West Palm Beach, FL 33407

561-842-1918

Georgia

Atlanta

503 Oak Place, Suite 590

Atlanta, GA 30349

404-766-0875

Augusta

1227 Augusta West Parkway

Suite 15

Augusta, GA 30909

706-210-7676

Columbus

PO Box 2587

Columbus, GA 31902

706-324-0712

Macon

277 Martin Luther King, Jr. Blvd. 

Suite 102

Macon, GA 31201-3495

478-742-7999

Savannah

6555 Abercorn St., Suite 120

Savannah, GA 31405-5817

912-354-7521

Hawaii

Honolulu

1132 Bishop St., Suite 615

Honolulu, HI 96813

808-536-6956

Idaho

Boise

1200 N. Curtis Rd.

Boise, ID 83706

208-342-4649

Idaho Falls

453 River Parkway

Idaho Falls, ID 83402

208-523-9754

Illinois

Chicago

330 N. Wabash Ave., Suite 2006

Chicago, IL 60611-7621

312-832-0500

Peoria

112 Harrison St.

Peoria, IL 61602

309-688-3741

Rockford

810 E. State St., 3rd Floor

Rockford, IL 61104-1001

815-963-2226

Indiana

Evansville

3101 N. Green River Rd., Suite 410

Evansville, IN 47715

812-473-0202

Fort Wayne

4011 Parnell Ave.

Fort Wayne, IN 46805

260-423-4433

Indianapolis

151 N. Delaware St., Suite 2020

Indianapolis, IN 46204-2599

317-488-2222

Merriville

7863 Broadway, Suite 124

Merriville, IN 46410

219-791-9550

Osceola

10775 McKinley Highway, Suite B

Osceola, IN 46561

574-675-9315

Iowa

Bettendorf

2435 Kimberly Rd., Suite 260 N

Bettendorf, IA 52722-4100

563-355-6344
68 www.USA.gov 

Des Moines

505 5th Ave., Suite 950

Des Moines, IA 50309

515-243-8137

Kansas

Wichita

345 N. Riverview St., Suite 720

Wichita, KS 67203

Toll free: 1-800-856-2417

Kentucky

Lexington

1460 Newtown Pike

Lexington, KY 40511

859-259-1008

Louisville

844 S. Fourth St.

Louisville, KY 40203

502-583-6546

Louisiana

Alexandria

5220-C Rue Verdun

Alexandria, LA 71303

318-473-4494

Baton Rouge

748 Main St.

Baton Rouge, LA 70802

225-346-5222

Houma

801 Barrow St., Suite 400

Houma, LA 70360

985-868-3456

Lafayette

4007 W. Congress St., Suite B

Lafayette, LA 70506

337-981-3497

Lake Charles

2309 E. Prien Lake Rd.

Lake Charles, LA 70601

337-478-6253

Monroe

212 Walnut St., #210

Monroe, LA 71201

Toll free: 1-800-960-7756

318-387-4600

New Orleans

710 Baronne St., Suite C

New Orleans, LA 70113

504-581-6222

Shreveport

401 Edwards St., Suite 135

Shreveport, LA 71101

318-222-7575

Maryland

Baltimore

502 S. Sharp St., Suite 1200

Baltimore, MD 21201

410-347-3990

Massachusetts

Marlborough

290 Donald Lynch Blvd., Suite 102

Marlborough, MA 01752

508-652-4800

Worcester

340 Main St., Suite 802

Worcester, MA 01608

508-755-2548

Michigan

Grand Rapids

40 Pearl St., NW, Suite 354

Grand Rapids, MI 49503

616-774-8236

Detroit

26777 Central Park Blvd., Suite 100

Southfield, MI 48076-4163

248-223-9400

Minnesota

St. Paul

2706 Gannon Rd.

St. Paul, MN 55116-2600

651-699-1111

Mississippi

Ridgeland

601 Renaissance Way, Suite A

Ridgeland, MS 39157

601-707-0960

Missouri

Kansas City

8080 Ward Parkway, Suite 401

Kansas City, MO 64114

816-421-7800

Springfield

430 S. Glenstone Ave., Suite A

Springfield, MO 65802

417-862-4222

St. Louis

211 N. Broadway, Suite 2060

St. Louis, MO 63102

314-645-3300

Nebraska

Lincoln

3633 O St., Suite 1

Lincoln, NE 68510

402-436-2345

Omaha

11811 P St.

Omaha, NE 68137

402-391-7612

Nevada

Las Vegas

6040 S. Jones Blvd.

Las Vegas, NV 89118

702-320-4500

Sparks

4834 Sparks Blvd., Suite 102

Sparks, NV 89436

775-322-0657

New Hampshire

Concord

48 Pleasant St.

Concord, NH 03301

603-224-1991

New Jersey

Trenton

1700 Whitehorse-Hamilton 

Square Rd., Suite D-5

Trenton, NJ 08690-3596

609-588-0808

New Mexico

Albuquerque

2625 Pennsylvania St., NE

Suite 2050

Albuquerque, NM 87110-3658

505-346-0110

Farmington

308 N. Locke Ave.

Farmington, NM 87401-5855

505-326-6501

New York

Amherst

100 Bryant Woods South

Amherst, NY 14228

716-881-5222

Farmingdale

399 Conklin St., Suite 300

Farmingdale, NY 11735

516-420-0500

Bett er Business Bureaus
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 69

Better Business Bureaus

Bett er Business Bureaus

New York

257 Park Ave. S, 4th Floor

New York, NY 10016

212-533-6200

Rochester

55 St. Paul St.

Rochester, NY 14604

716-881-5222

Tarrytown

150 White Plains Rd., Suite 107

Tarrytown, NY 10591-5521

914-333-0550

North Carolina

Asheville

112 Executive Park

Asheville, NC 28801

828-253-2392

Charlotte

13860 Ballantyne Corporate Place 

Suite 225

Charlotte, NC 28277

704-927-8611

Greensboro

3608 W. Friendly Ave.

Greensboro, NC 27410-4895

336-852-4240

Raleigh

5540 Munford Rd., Suite 130

Raleigh, NC 27612-2655

919-277-4222

Winston-Salem

500 W. 5th St., Suite 202

Winston-Salem, NC 27101-2728

336-725-8348

Ohio

Akron

222 W. Market St.

Akron, OH 44303

330-253-4590

Canton

1434 Cleveland Ave., NW

Canton, OH 44703

330-454-9401

Cincinnati

Seven W. 7th St., Suite 1600

Cincinnati, OH 45202

513-421-3015

Cleveland

2800 Euclid Ave., 4th Floor

Cleveland, OH 44115

216-241-7678

Columbus

1169 Dublin Rd.

Columbus, OH 43215-1005

614-486-6336

Dayton

15 W. Fourth St., Suite 300

Dayton, OH 45402-1830

Toll free: 1-800-776-5301

937-222-5825

Lima

219 N. McDonel St.

Lima, OH 45801

419-223-7010

Toledo

Integrity Place

7668 King’s Pointe Rd.

Toledo, OH 43617

419-531-3116

Youngstown

International Towers

25 Market St.

Youngstown, OH 44501

Toll free: 1-866-887-9222

330-744-3111

Oklahoma

Oklahoma City

17 S. Dewey St.

Oklahoma City, OK 73102-2400

405-239-6081

Tulsa

1722 S. Carson Ave., Suite 3200

Tulsa, OK 74119

918-492-1266

Oregon

Lake Oswego

4004 S.W. Kruse Way Pl., Suite 375

Lake Oswego, OR 97035

503-212-3022

Pennsylvania

Bethlehem

50 W. North St.

Bethlehem, PA 18018-3907

610-866-8780

Harrisburg

1337 N. Front St.

Harrisburg, PA 17102

717-364-3250

Scranton/Wilkes-Barre

4099 Birney Ave.

Moosic, PA 18507

570-342-5100

Philadelphia

1880 John F. Kennedy Blvd.

Suite 1330

Philadelphia, PA 19103

215-985-9313

Pittsburgh

400 Holiday Dr., Suite 220

Pittsburgh, PA 15220

412-456-2700

Puerto Rico

San Juan

530 Avenida De La Constitución, 

#206

San Juan, PR 00901

787-289-8710

South Carolina

Columbia

1515 Burnette Dr.

Columbia, SC 29210

803-254-2525

Conway

1121 3rd Ave.

Conway, SC 29526

843-488-2227

Greenville

408 N. Church St., Suite C

Greenville, SC 29601-2164

864-242-5052

South Dakota

Sioux Falls

300 N. Phillips Ave., #202

Sioux Falls, SD 57104

605-271-2066

Tennessee

Chattanooga

1010 Market St., Suite 200

Chattanooga, TN 37402

423-266-6144

Clarksville

214 Main St.

Clarksville, TN 37040

931-503-2222

Columbia

502 N. Garden St., Suite 201

Columbia, TN 38401

931-388-9222
70 www.USA.gov 

Cookeville

18 N. Jefferson St.

Cookeville, TN 38501

931-520-0008

Franklin

367 Riverside Dr., Suite 110

Franklin, TN 37064

615-250-7431

Knoxville

255 N. Peters Rd., Suite A

Knoxville, TN 37923

865-692-1600

Memphis

3693 Tyndale Dr.

Memphis, TN 38125

901-759-1300

Murfreesboro

530 Uptown Square

Murfreesboro, TN 37129

615-242-4222

Nashville

201 4th Ave. N., Suite 100

Nashville, TN 37219

615-242-4222

Texas

Abilene

3300 S. 14th St., Suite 307

Abilene, TX 79605-5052

325-691-1533

Amarillo

720 S. Tyler St., Suite B112

Amarillo, TX 79101

806-379-6222

Austin

1005 La Posada Dr.

Austin, TX 78752

512-445-2911

Beaumont

550 Fannin St., Suite 100

Beaumont, TX 77701-2011

409-835-5348

College Station

418 Tarrow St.

College Station, TX 77840-1822

979-260-2222

Corpus Christi

719 S. Shoreline, Suite 304

Corpus Christi, TX 78401

361-852-4949

Dallas

1601 Elm St., Suite 3838

Dallas, TX 75201-3093

214-220-2000

El Paso

720 Arizona Ave.

El Paso, TX 79902

915-577-0191

Fort Worth

101 Summit Ave., Suite 707

Fort Worth, TX 76102-5978

817-332-7585

Harker Heights

445 E. Central Texas Expressway 

Suite 1

Harker Heights, TX 76548

254-699-0694

Houston

1333 W. Loop South, Suite 1200

Houston, TX 77027

713-868-9500

Longview

2401 Judson Rd., #102

Longview, TX 75605

903-758-3222

Lubbock

3333 66th St.

Lubbock, TX 79413-5711

806-763-0459

Midland

10100 Liberator Ln.

Midland, TX 79711

432-563-1880

San Angelo

3134 Executive Dr., Suite A

San Angelo, TX 76904

325-949-2989

San Antonio

1800 Northeast Loop 410

Suite 400

San Antonio, TX 78217-5296

210-828-9441

Tyler

3600 Old Bullard Rd.

Building 1, Suite 101

Tyler, TX 75701

903-581-5704

Weslaco

502 E. Expressway 83, Suite C

Weslaco, TX 78596

956-968-3678

Wichita Falls

4245 Kemp Blvd., Suite 900

Wichita Falls, TX 76308-2830

940-691-1172

Utah

Salt Lake City

5673 S. Redwood Rd., Suite 22

Salt Lake City, UT 84123-5322

801-892-6009

Virginia

Norfolk

586 Virginian Dr.

Norfolk, VA 23505

757-531-1300

Richmond

720 Moorefield Park Dr., Suite 300

Richmond, VA 23236

804-648-0016

Roanoke

31 W. Campbell Ave.

Roanoke, VA 24011

540-342-3455

Washington

DuPont

1000 Station Dr., Suite 222

DuPont, WA 98327

206-431-2222

Spokane

152 S. Jefferson, Suite 200

Spokane, WA 99201

509-455-4200

West Virginia

Charleston

1018 Kanawha Blvd. E, Suite 301

Charleston, WV 25301

304-345-7502

Wisconsin

Milwaukee

10101 W. Greeenfield Ave.

Suite 125

West Allis, WI 53214

414-847-6000

Bett er Business Bureaus
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 71

Corporate CONSUMER CONTACTS

A

A&W Restaurants, Inc.

See: YUM! Brands, Inc.

Toll free: 1-866-456-2929

www.awrestaurants.com

AAMCO Transmissions, Inc.

Consumer Affairs

201 Gibraltar Rd.

Horsham, PA 19044

610-668-2900 ext. 224

Toll free: 1-800-523-0401

Toll free: 1-800-292-8500 ext. 224

www.aamco.com

Abbott Nutrition Products 

Division 

Consumer Relations

625 Cleveland Ave.

Columbus, OH 43215-1754

Toll free: 1-800-227-5767

www.abbottnutrition.com

Abercrombie & Fitch 

Customer Service

720 5th Ave., 8th Floor

New York, NY 10019

614-219-5380

: abercrombie@abercrombie.com

www.abercrombie.com

Accor North America

PO Box 326

Worthington, OH 43085

Toll free: 1-800-557-3435

www.accor-na.com

Adidas USA

Customer Service

5055 N. Greeley Ave.

Portland, OR 97217

Toll free: 1-800-448-1796

: consumer.relations@adidas.com

www.adidas.com

Adobe Systems, Inc.

345 Park Ave.

San Jose, CA 95110-2704

408-536-6000

Toll free: 1-800-833-6687 

(Customer and Technical 

Support)

www.adobe.com

Aetna, Inc.

151 Farmington Ave.

Hartford, CT 06156

860-273-0123

www.aetna.com

Aflac

1932 Wynnton Rd.

Columbus, GA 31999

Toll free: 1-800-992-3522

www.aflac.com

AirTran Airways

Customer Relations

1800 Phoenix Blvd., Suite 104

Atlanta, GA 30349

Toll free: 1-866-247-2428

Toll free: 1-800-965-2107 ext. 8900 

(Baggage)

www.airtran.com

Alamo Rent A Car

Customer Service

600 Corporate Park Dr.

Saint Louis, MO 63105

Toll free: 1-800-445-5664

TTY: 1-800-522-9292

www.alamo.com

Alaska Airlines

Customer Care

PO Box 24948-SEAGT

Seattle, WA 98124-0948

Toll free: 1-800-654-5669

Toll free: 1-877-815-8253 (Baggage)

TTY: 1-800-682-2221 

www.alaskaair.com

Alberto Culver Company 

Consumer Relations

2525 Armitage Ave.

Melrose Park, IL 60160

708-450-3000

Toll free: 1-800-333-0005

: actesting@alberto.com 

(Testing Hair Products)

www.alberto.com

Albertson’s

Customer Service

157 S. Howard St.

Spokane, WA 99201

208-395-6200

Toll free: 1-877-932-7948 (Customer 

Service)

www.albertsons.com

Alcon Laboratories, Inc. 

Technical Consumer Affairs

6201 South Freeway, TC-24

Fort Worth, TX 76134-2099

Toll free: 1-800-862-5266

: consumeraffairs.ft.worth@

alconlabs.com

www.alconlabs.com

Allied Van Lines, Inc.

Customer Service

700 Oakmont Ln.

Westmont, IL 60559

Toll free: 1-800-470-2851 

(Customer Service)

: custsvc@alliedvan.com

www.allied.com

Contacting Corporate Consumer Affairs Departments

The following directory lists the addresses and phone numbers for hundreds of 

corporations. Many companies have a consumer affairs department that handles 

consumer questions and concerns. Consumer affairs offices are set up within 

companies because they want to hear from you. If you do not find the company you 

are looking for, try checking your public libraries for the following resources:

•	 The Standard & Poor’s Register of Corporations, Directors and Executives 

•	 Trade Names Directory

•	 Standard Directory of Advertisers

•	 Dun & Bradstreet Directory 

To identify the name of a company that manufactures a specific product, check 

the product label and other documents given to you at the time of your purchase. 

The Thomas Register of American Manufacturers, another resource available at many 

public libraries, might also be helpful. It lists the manufacturers of thousands 

of products.

If you have a complaint about an item or service, it is usually best to go back to the 

seller BEFORE you contact the companies in this directory. Follow up with a letter, 

phone call, or e-mail message to the consumer affairs department of the company 

to let it know about your complaint and whether the seller was able to resolve 

your problem. 
Corporate CONSUMER CON TAC TS

72 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Allstate Insurance Company

PO Box 12055

1819 Electric Rd., SW

Roanoke, IL 24018

847-402-5000

Toll free: 1-800-255-7828 (Claims)

www.allstate.com

Amana Appliances

Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll free: 1-866-616-2664

www.amana.com

Amazon.com,Inc.

Customer Service

PO Box 81226

Seattle, WA 98108-1226

Toll free: 1-800-201-7575 

www.amazon.com

AMC Entertainment, Inc.

PO Box 725489

Atlanta, GA 31139-9923

: CustomerService@

MovieTickets.com

www.amctheatres.com

American Airlines, Inc.

Customer Relations

PO Box 619612 Mail Drop 2400

Dallas/Fort Worth Airport, TX 

75261-9612

817-967-2000

Toll free: 1-800-535-5225 (Baggage)

www.aa.com

American Automobile 

Association(AAA)

Member Relations

1000 AAA Dr., Mail Space 61

Heathrow, FL 32746

407-444-8402

www.aaa.com

American Eagle Outfitters

Customer Service

150 Thorn Hill Dr.

Warrendale, PA 15086

Toll free: 1-888-232-4535

: custserv@ae.com

www.ae.com

American Express 

Company 

Customer Service

PO Box 981540

El Paso, TX 79998-1540

Toll free: 1-800-528-4800

Toll free: 1-877-297-4438 (Gift 

Cards)

TTY: 1-800-221-9950 

www.americanexpress.com

American Girl 

PO Box 620497

Middleton, WI 53562-0497

Toll free: 1-800-360-1861

: im_cs@americangirl.com

www.americangirl.com

American Greetings 

Corporation

Consumer Relations

One American Rd.

Cleveland, OH 44144

Toll free: 1-800-777-4891 

(Consumer Products)

: consumer.relations@

amgreetings.com

www.americangreetings.com

American Tourister

See: Samsonite Corporation

Toll free: 1-800-765-2247

Toll free: 1-800-262-8282 (Warranty 

and Repair)

: Questions@

AmericanTourister.com

www.americantourister.com

America Online, Inc.

Member Services

22000 AOL Way

Dulles, VA 20166

Toll free: 1-800-827-6364

www.aol.com

Amtrak

Customer Relations

60 Massachusetts Ave., NE

Washington, DC 20002

Toll free: 1-800-872-7245

TTY: 1-800-523-6590

www.amtrak.com

Amway Corporation

Customer Service - North 

American Business Region

7575 Fulton St., E

Ada, MI 49355-0001

616-787-6000

Toll free: 1-800-253-6500 

Toll free: 1-800-529-8772 

(Personalized Health)

TTY: 1-800-548-3878

www.amway.com

Andersen Corporation 

Window Care Call Center

100 4th Ave., N

Bayport, MN 55003-1096

Toll free: 1-888-888-7020 (Service)

www.andersenwindows.com

Angie’s List

1030 E. Washington St.

Indianapolis, AK 46202

Toll free: 1-888-888-5478

www.angieslist.com

Anheuser-Busch, Inc.

Customer Relationship Group

One Busch Pl.

St. Louis, MO 63118

Toll free: 1-800-342-5283

www.anheuser-busch.com

Anthem

2015 Staples Mills Rd.

Richmond, VA 23230

804-354-7000

www.anthem.com

Applebee’s

11201 Renner Blvd.

Lenexa, KS 66219

Toll free: 1-888-592-7753

www.applebees.com

Apple Computer, Inc.

One Infinite Loop

Cupertino, CA 95014

408-996-1010

Toll free: 1-800-676-2775 (Customer 

Service)

Toll free: 1-800-275-2273 (Technical 

Support)

www.apple.com

Arby’s Restaurant Group, Inc.

1155 Perimeter Center W

12th Floor

Atlanta, GA 30338

678-514-4100

www.arbys.com
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 73

Corporate CONSUMER CONTACTS

Atlas World Group, Inc.

Customer Service

1212 Saint George Rd.

Evansville, IN 47711-2364

Toll free: 1-800-638-9797

www.atlasvanlines.com

AT&T, Inc.

Customer Relations

175 E. Houston St.

San Antonio, TX 78205

210-821-4105

Toll free: 1-800-464-7928 (Wireless 

Customer Service)

www.att.com

Avis RentACar System, LLC

Customer Service

Tulsa, OK 

Toll free: 1-800-352-7900

TTY: 1-800-331-2323

: custserv@avis.com

www.avis.com

Avon Products, Inc.

Customer Service

1345 Avenue of the Americas

New York, NY 10105

212-282-7000

Toll free: 1-800-367-2866 

Toll free: 1-800-445-2866 (Product 

Information)

www.avon.com

B

Bacardi USA, Inc. 

Consumer Affairs

890 Mountain Ave., Suite 105

New Providence, NJ 07974

Toll free: 1-800-222-2734

www.bacardi.com

Bally Total Fitness Corporation

Member Services

PO Box 1090

Norwalk, CA 90651-1090

Toll free: 1-866-402-2559 

www.ballyfitness.com

Banana Republic

Customer Services

5900 N. Meadows Dr.

Grove City, OH 43123

Toll free: 1-888-277-8953

TTY: 1-888-906-1345

: custserv@bananarepublic.com

www.bananarepublic.com

Bank of America Corporation

Toll free: 1-800-432-1000

TTY: 1-800-288-4408

www.bankofamerica.com

Barnes & Noble

Toll free: 1-800-843-2665

www.bn.com

Baskin-Robbins

Toll free: 1-800-859-5339

: support@baskinrobbins.com

www.baskinrobbins.com

Bassett Baby Furniture

3525 Fairystone Park Highway

PO Box 626

Bassett, VA 24055

Toll free: 1-877-308-7485

www.bassettfurniture.com

Bayer HealthCare, LLC

Consumer Care

36 Columbia Rd.

PO Box 1910

Morristown, NJ 07962-1910

Toll free: 1-800-331-4536

www.consumercare.bayer.com

Becton, Dickinson and 

Company 

Customer Service

One Becton Dr., Mail Code 376

Franklin Lakes, NJ 07417

201-847-6800

Toll free: 1-888-237-2762 

www.bd.com

Beech-Nut Nutrition 

Corporation 

Consumer Affairs

100 Hero Dr.

Amsterdam, NY 12010

314-436-7667

Toll free: 1-800-233-2468

: beech-nut@beech-nut.com

www.beechnut.com

Beiersdorf, Inc. 

Consumer Relations

Wilton Corporate Center

187 Danbury Rd.

Wilton, CT 06897

Toll free: 1-800-227-4703

www.beiersdorf.us

Bellisio Foods, Inc.

Consumer Affairs

PO Box 16630

Duluth, MN 55816

: info@bellisiofoods.com

www.bellisiofoods.com

Ben & Jerrys

Homemade, Inc.

Consumer Services

30 Community Dr.

South Burlington, VT 05403-6828

802-846-1500

www.benjerry.com

Benihana, Inc.

Customer Relations Manager

8685 N.W. 53rd Terrace

Miami, FL 33166

Toll free: 1-800-327-3369

: CustomerService@benihana.

com

www.benihana.com

Best Buy Company, Inc.

Customer Care

7601 Penn Ave. S

Richfield, MN 55440

612-291-1000

Toll free: 1-888-237-8289

www.bestbuy.com

Best Western International, 

Inc.

Customer Service

PO Box 10203

Phoenix, AZ 85064

Toll free: 1-800-528-1238 

TTY: 1-800-528-2222

: customerservice@

bestwestern.com

www.bestwestern.com

BIC Corporation 

Consumer Affairs

One BIC Way, Suite 1

Shelton, CT 06484-6299

Toll free: 1-800-546-1111

www.bicworld.com

Big Lot Stores, Inc.

Customer Service

300 Phillipi Rd.

Columbus, OH 43228-5311

Toll free: 1-800-877-1253

: talk2us@biglots.com

www.biglots.com
Corporate CONSUMER CON TAC TS

74 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Birds Eye Foods, Inc. 

See: Pinnacle Foods Group, LLC

www.birdseyefoods.com

Bissell Homecare, Inc.

Customer Service

PO Box 3606

Grand Rapids, MI 49501

Toll free: 1-800-237-7691

www.bissell.com

BJ’s Wholesale Club, Inc.

Member Care

25 Research Dr.

Westborough, MA 01581

Toll free: 1-800-257-2582

www.bjs.com

Black & Decker, Inc. 

Customer Service

101 Schilling Rd.

Hunt Valley, MD 21031

410-716-3900

Toll free: 1-800-544-6986

www.blackanddecker.com

Blockbuster Entertainment 

Corporation

Customer Care

3000 Redbud Blvd.

McKinney, TX 75270

Toll free: 1-866-692-2789 

(Blockbuster Online)

Toll free: 1-800-406-6843 (In-Store)

: online.consumerrelations@

blockbuster.com

www.blockbuster.com

Bloomingdale’s, Inc.

Customer Service

PO Box 8215

Mason, OH 45040

Toll free: 1-888-529-2254

www.bloomingdales.com

Bob Evans Farms, Inc. 

Consumer Relations

3776 S. High St.

Columbus, OH 43207

Toll free: 1-800-939-2338

www.bobevans.com

Bojangles Restaurants, Inc.

Customer Relations

9432 Southern Pine Blvd.

Charlotte, NC 28273

Toll free: 1-888-300-4265

www.bojangles.com

BP Corporation

Consumer Relations

28301 Ferry Rd.

Warrenville, IL 60555

Toll free: 1-800-333-3991

: bpconsum@bp.com

www.bp.com

The Breathe Right Company

Toll free: 1-800-858-6673

www.breatheright.com

Bridgestone Retail Operations, 

LL C 

Consumer Affairs

PO Box 6397

Bloomingdale, IL 60108

Toll free: 1-800-367-3872

www.

firestonecompleteautocare.com

Brinker International

6820 LBJ Freeway

Dallas, TX 75240

972-980-9917

www.brinker.com

Brio Tuscan Grill

Guest Feedback

777 Goodale Blvd.

Suite 100

Columbus, OH 43212

Toll free: 1-888-452-7286

www.brioitalian.com

Bristol-Myers Squibb 

Company 

Customer Relations

345 Park Ave.

New York, NY 10154

Toll free: 1-800-321-1335

: drug.information@bms.com

www.bms.com

British Airways

Customer Relations

PO Box 300686

Jamaica, NY 11430-0686

Toll free: 1-800-247-9297

Toll free: 1-800-828-8144 (Baggage 

Claims)

Toll free: 1-800-403-0882 (Online 

Support)

TTY: 1-866-393-0961 

www.britishairways.com

Brown-Forman Beverages 

Worldwide

Consumer Support

3310 West End Ave., Suite 600

Nashville, TN 37203

502-585-1100

Toll free: 1-800-753-4567

www.brown-forman.com

Brown Shoe Company, Inc.

Consumer Care

8300 Maryland Ave.

St. Louis, MO 63105

314-854-4000

Toll free: 1-800-766-6465

: info@brownshoe.com

www.brownshoe.com

Buca di Beppo

1300 Nicollet Mall, Suite 5003

Minneapolis, MN 55403

Toll free: 1-866-328-2822

: famiglia@bucainc.com

www.bucadibeppo.com

Budget Rent A Car 

System, Inc.

Customer Service

Six Sylvan Way

Parsippany, NJ 07054

Toll free: 1-800-214-6094 

TTY: 1-800-826-5510

www.budget.com

Bulova Corporation

Customer Relations

One Bulova Ave.

Woodside, NY 11377

Toll free: 1-800-228-5682

: service@bulova.com

www.bulova.com

Burger King Corporation

Consumer Relations Department

5505 Blue Lagoon Dr.

Miami, FL 33126

305-378-3535 (Consumer 

Relations)

www.bk.com

Burlington Coat Factory Direct 

Corporation

1830 Route 130 N

Burlington, NJ 08016

609-387-7800

Toll free: 1-888-223-2628

www.burlingtoncoatfactory.com
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 75

Corporate CONSUMER CONTACTS

Bush Brothers Company 

Consumer Relations

PO Box 52330

Knoxville, TN 37950-2330

Toll free: 1-800-590-3797

: letters@bushbros.com

www.bushbeans.com

C

Calvin Klein

See: Phillips-Van Heusen 

Corporation 

212-719-2600

Toll free: 1-866-214-6694

www.calvinklein.com

Campbell Soup Company 

Consumer Affairs

One Campbell Pl.

Camden, NJ 08103-1701

Toll free: 1-800-257-8443

www.campbellsoup.com

Canon USA, Inc.

One Canon Plaza

Lake Success, NY 11042-1198

Toll free: 1-800-652-2666

TTY: 1-866-251-3752

www.usa.canon.com

Capital One

General Correspondence

PO Box 30285

Salt Lake City, UT 84130-0285

1-800-955-7070

TTY: 1-800-206-7986

: webinfo@capitalone.com

www.capitalone.com

Captain D’s Seafood

1717 Elm Hill Pike, Suite A-1

Nashville, TN 37210

Toll free: 1-800-314-4819

www.captainds.com

Carfax, Inc.

Consumer Affairs

5860 Trinity Parkway, Suite 600

Centerville, VA 20120

703-218-0340

: carfaxwebsupport@carfax.com

www.carfax.com/help

Carnival Cruise Lines 

Guest Relations

3655 N.W. 87th Ave.

Miami, FL 33178-2428

Toll free: 1-888-227-6482

: guestcare@carnival.com

www.carnival.com

Carrier Air Conditioning 

Company

Customer Relations

PO Box 4808,

Carrier Parkway

Syracuse, NY 13221-4808

Toll free: 1-800-227-7437

www.residential.carrier.com

Carvel Corporation

Retail Stores/Food Service

301 Congress Ave., Suite 1100

Austin, TX 78701

Toll free: 1-800-322-4848

www.carvel.com

Casio, Inc.

570 Mt. Pleasant Ave.

Dover, NJ 07801

973-361-5400

Toll free: 1-800-706-2534 (Repairs)

Toll free: 1-800-435-7732 

(Technical Support)

: memberservices@casio.com

www.casio.com

Casual Male Retail Group

Customer Service

555 Turnpike St.

Canton, MA 02021

Toll free: 1-800-767-0319

: info@casualmale.com

www.cmrginc.com

Chanel, Inc.

Consumer Relations

Nine W. 57th St., 44th Floor

New York, NY 10019

212-688-5055

Toll free: 1-800-550-0005

: consumerrelations@

chanelusa.com

www.chanel.com

Chase Bank(J.P.Morgan

Chase Bank)

PO Box 36520

Louisville, KY 40233-6520

212-270-6000 (Corporate)

Toll free: 1-800-935-9935 

(Checking and Savings)

TTY: 1-800-242-7383

www.chase.com

Chattem, Inc. 

Consumer Affairs

PO Box 22219

Chattanooga, TN 37409

Toll free: 1-888-442-4464

www.chattem.com

Check ‘n Go

7755 Montgomery Rd., Suite 400

Cincinnati, OH 45236

Toll free: 1-888-372-9329

: comments@checkngo.com

www.checkngo.com

The Cheesecake Factory

26901 Malibu Hills Rd.

Calabasas Hills, CA 91301

818-871-3000

www.thecheesecakefactory.com

Chevron Corporation

Consumer Connection Center

PO Box 4000

Bellaire, TX 77402-4000

www.chevron.com

Chick-fil-A, Inc.

Customer Feedback

PO Box 500367

Atlanta, GA 31150

404-765-8000

Toll free: 1-866-232-2040 

www.chick-fil-a.com

Children’s Place

Customer Service

500 Plaza Dr.

Secaucus, NJ 07094

Toll free: 1-877-752-2387

www.childrensplace.com

Chili’s Grill and Bar

See: Brinker International

Toll free: 1-800-983-4637 (Guest 

Relations)

www.chilis.com

Chipotle Mexican Grill, Inc.

1401 Wynkoop St., Suite 500

Denver, CO 80202

303-595-4000

www.chipotle.com

Choice Hotels

Guest Relations

6811 E. Mayo Blvd., Suite 100

Phoenix, AZ 85054

Toll free: 1-800-300-8800

www.choicehotels.com

Church & Dwight 

Company, Inc.

Consumer and Professional 

Relations

469 North Harrison St.

Princeton, NJ 08543-5297

609-683-5900

Toll free: 1-800-524-1328

www.churchdwight.com
Corporate CONSUMER CON TAC TS

76 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Citigroup, Inc.

Client Services

100 Citibank Dr.

San Antonio, TX 78245-9004

Toll free: 1-800-627-3999 (Banking)

Toll free: 1-800-950-5114 (Credit 

cards)

TTY: 1-800-788-0002

www.citibank.com

The Clorox Company 

Consumer Services

Mail Stop 2334

1221 Broadway

Oakland, CA 94612-1888

510-271-7000

Toll free: 1-800-835-4523 (GLAD)

Toll free: 1-800-227-1860 

(Household Cleaners)

Toll free: 1-800-292-2200 (Laundry 

Brands)

Toll free: 1-800-426-6228 

(Insecticides)

www.thecloroxcompany.com

The Coca-Cola Company 

Industry and Consumer Affairs

PO Box 1734

Atlanta, GA 30301

404-676-2121

Toll free: 1-800-438-2653

www.thecocacolacompany.com

Coldwell Banker Real Estate 

Corporation

Customer Service

One Campus Dr.

Parsippany, NJ 07054

Toll free: 1-877-373-3829

www.coldwellbanker.com

The Colgate-Palmolive 

Company ! 

Consumer Affairs

300 Park Ave.

New York, NY 10022

Toll free: 1-800-468-6502

: colgate-palmolive_consumer_

affairs@colpal.com

www.colgate.com

Colonial Penn Life Insurance

Customer Service

399 Market St.

Philadelphia, PA 19181

Toll free: 1-877-877-8052

www.colonialpenn.com

Combe, Inc. 

Consumer Resources 

1101 Westchester Ave.

White Plains, NY 10604-3597

Toll free: 1-800-431-2610

www.combe.com

Comcast Corporation

One Comcast Center

Philadelphia, PA 19103

Toll free: 1-800-266-2278

www.comcast.com

ConAgra Foods 

Consumer Affairs

One ConAgra Dr.

Omaha, NE 68102

Toll free: 1-800-722-1344

: consumeraffairs@

conagrafoods.com

www.conagrafoods.com

Conair Cuisinart Corporation

Consumer Affairs

150 Milford Rd.

East Windsor, NJ 08520

203-351-9000

Toll free: 1-800-326-6247 (Personal 

Care)

Toll free: 1-800-334-4031 (Oral Care)

Toll free: 1-800-726-0190

: feedback@conair.com

www.conair.com

Continental Airlines, Inc. 

Customer Care -NH CCR

900 Grand Plaza Dr.

Houston, TX 77067-4323

Toll free: 1-800-932-2732

Toll free: 1-800-335-2247 (Baggage)

TTY: 1-800-343-9195

: custo@coair.com

www.continental.com

Costco Wholesale Corporation

Member Service

PO Box 34331

Seattle, WA 98124

Toll free: 1-800-774-2678

Toll free: 1-800-955-2292 (Online 

Members)

www.costco.com

Coty Inc. 

Consumer Affairs

118 American Rd.

Morris Plains, NJ 07950

Toll free: 1-800-715-4023

Toll free: 1-800-953-5080 (Sally 

Hansen, N.Y.C., and LaCross 

brands)

Toll free: 1-800-954-5080 (Borghese 

brand)

www.coty.com

Cox Communications

1550 W. Deer Valley Rd.

Phoenix, AZ 85027

www.cox.com

craigslist, Inc.

989 Market St.,

Suite 200

San Francisco, CA 94103

415-278-0404

: info@craigslistfoundation.org

www.craigslist.org

Crayola, LLC

Consumer Affairs

PO Box 431

Easton, PA 18044-0431

Toll free: 1-800-272-9652

www.crayola.com

Cricket Wireless

10307 Pacific Center

San Diego, CA 92121

Toll free: 1-800-274-2538

www.mycricket.com

Crowne Plaza

See: InterContinental Hotels 

Group PLC

Toll free: 1-800-465-2680

www.crowneplaza.com

Curves International

100 Ritchie Rd.

Waco, TX 76712

Toll free: 1-800-848-1096

www.curves.com

CVS Caremark Corporation

Customer Relations Department

One CVS Dr.

Woonsocket, RI 02895

401-765-1500

Toll free: 1-800-746-7287

: customercare@cvs.com

www.cvs.com
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 77

Corporate CONSUMER CONTACTS

D

Dairy Queen Corporation 

Customer Relations

7505 Metro Blvd.

Minneapolis, MN 55439

952-830-0200

www.dairyqueen.com

The Dannon Company, Inc. 

Consumer Response Center

PO Box 90296

Allentown, PA 18109-0296

Toll free: 1-877-326-6668

www.dannon.com

Darden Restaurants

PO Box 695011

Orlando, FL 32859-5011

407-245-4000

: dardeninfo@darden.com 

www.darden.com

Days Inns Worldwide, Inc.

See: Wyndham Hotel Group

Toll free: 1-800-441-1618

www.daysinn.com

Dean DeLuca

Customer Care

4115 E. Harry St.

Wichita, KS 67218

316-821-3200

Toll free: 1-800-221-7714

: customercare@deandeluca.com

www.deandeluca.com

Dell, Inc.

Customer Service

One Dell Way

Round Rock, TX 78682

Toll free: 1-800-624-9897 

(Customer Service)

Toll free: 1-866-243-9297 

(Technical Support)

TTY: 1-877-335-5889

www.dell.com

Del Laboratories, Inc.

Consumer Relations

410 American Rd.

Morris Plains, NJ 07950

Toll free: 1-800-953-5080

www.dellabs.com

Del Monte Foods Company 

Consumer Affairs

PO Box 80

Pittsburgh, PA 15230-0080

415-247-3000

Toll free: 1-800-543-3090

www.delmonte.com

Delta Air Lines, Inc. 

Customer Care

PO Box 20980

Department 980

Atlanta, GA 30320-2980

404-773-0305

Toll free: 1-800-325-8224 

(Baggage)

www.delta.com

Delta Faucets Company

55 E. 111th St.

Indianapolis, IN 46280

317-848-1812

Toll free: 1-800-345-3358

: customerservice@

deltafaucet.com

www.deltafaucet.com

Denny’s Corporation

Call Center

203 E. Main St. P-8-6

Spartanburg, SC 29319

Toll free: 1-800-733-6697 

(Customer Service)

www.dennys.com

The Dial Corporation 

19001 N. Scottsdale Rd.

Scottsdale, AZ 85254-1619

480-754-3425

Toll free: 1-800-258-3425

www.dialsoap.com

Diamond Foods, Inc.

Consumer Affairs

1050 S. Diamond St.

Stockton, CA 95205-7087

209-467-6000

www.diamondfoods.com

Dick’s Sporting Goods

345 Court St.

Caraopolis, PA 15108

Toll free: 1-877-846-9997

: customersupport@

dickssportinggoods.com

www.dickssportinggoods.com

Dillard’s, Inc.

Customer Service Department

PO Box 486

Little Rock, AR 72203

501-376-5200

Toll free: 1-800-345-5273

TTY: 1-800-444-1732

: questions@dillards.com

www.dillards.com

Diners Club International

Customer Service

PO Box 6500

Sioux Falls, SD 57117

702-797-5532

Toll free: 1-800-234-6377

www.dinersclubus.com

DIRECTV Enterprises, Inc.

PO Box 6550

Greenwood Village, CO 80155-6550

Toll free: 1-800-531-5000

TTY: 1-800-779-4388

www.directv.com

Discover Financial 

Services, Inc.

Card Customer Service

PO Box 30943

Salt Lake City, UT 84130-0943

224-405-0900 (Headquarters)

801-902-3100

Toll free: 1-800-347-2683

TTY: 1-800-347-7449

www.discoverfinancial.com

Dish Network

Toll free: 1-888-333-3474

: feedback@customermail.

dishnetwork.com

www.dishnetwork.com

Dole Food Company, Inc. 

Consumer Center

PO Box 5700

Thousand Oaks, CA 91359-5700

Toll free: 1-800-356-3111

: Dole.Consumer.Center@dole.

com

www.dole.com

Dollar Rent A Car, Inc.

Customer Service 2W2

PO Box 33167

Tulsa, OK 74153-1167

918-669-3000

Toll free: 1-800-800-5252 

(Customer Service)

: rhelpdesk@dollar.com

www.dollar.com

Domino’s Pizza,Inc.

Customer Service

30 Frank Lloyd Wright Dr.

PO Box 997

Ann Arbor, MI 48106

734-930-3030

Toll free: 1-888-366-4667

www.dominos.com
Corporate CONSUMER CON TAC TS

78 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

DoubleTree

See: Hilton Hospitality, Inc.

Toll free: 1-800-222-8733

www.doubletree.com

Dr. Pepper/Snapple

Group, Inc. 

Consumer Relations

PO Box 869077

Plano, TX 75086-9077

972-673-7000

Toll free: 1-800-696-5891 

www.drpeppersnapplegroup.

com

DSW

Customer Service

810 DSW Dr.

Columbus, OH 43219

Toll free: 1-866-379-7463

www.dsw.com

Dunkin Donuts 

Consumer Care

130 Royall St.

Canton, MA 02021

Toll free: 1-800-859-5339

www.dunkindonuts.com

DuPont Company

Corporate Information Center

Chestnut Run Plaza 705/GS38

PO Box 80705

Wilmington, DE 19880-0705

Toll free: 1-800-441-7515

: info@dupont.com

www.dupont.com

Duracell North America

Consumer Relations

Berkshire Corporate Park

Bethel, OH 06801

Toll free: 1-800-551-2355

www.duracell.com

E

E. & J. Gallo Winery 

Consumer Relations

3840 Kilroy Airport Way

Long Beach, CA 90806

Toll free: 1-877-687-9463

: consumerrelations@ejgallo.

com

www.gallo.com 

Eagle Family Foods

Consumer Response

One Strawberry Ln.

Orrville, OH 44667

Toll free: 1-888-656-3245

www.eaglebrand.com

Eastman Kodak Company

Kodak Information Center/ 

Consumer Contact Center

343 State St.

Rochester, NY 14650

Toll free: 1-800-235-6325 (Digital 

Cameras, Printer Docks, Photo 

Printers)

Toll free: 1-800-242-2424

www.kodak.com

e-Bay, Inc. 

2065 Hamilton Ave.

San Jose, CA 95125

Toll free: 1-800-322-9266

www.eBay.com

Eddie Bauer, Inc.

Customer Satisfaction Center

PO Box 7001

Groveport, OH 43125

Toll free: 1-800-426-8020

TTY: 1-800-462-6757

: CustomerCare@csc.

eddiebauer.com

www.eddiebauer.com

eHarmony

Customer Care

PO Box 3640

Pasadena, CA 90408

www.eharmony.com

The Electrolux Group

Consumer Assistance Center

250 Bobby Jones Expressway

Martinez, GA 30907

Toll free: 1-877-435-3287

www.electrolux.com

Eli Lilly Company 

Consumer Communications

Lilly Corporate Center

Indianapolis, IN 46285

317-276-2000

Toll free: 1-800-545-5979

www.lilly.com

ElizabethArden,Inc.

Consumer Affairs

309 South St.

New Providence, NJ 07974

Toll free: 1-800-217-2927

: consumer@elizabetharden.com

www.elizabetharden.com

Embassy Suites

See: Hilton Hospitality, Inc.

Toll free: 1-800-362-2779

www.embassysuites.com

Enterprise Rent-A-Car

600 Corporate Park Dr.

Saint Louis, MO 63105-4211

Toll free: 1-800-264-6350

: customerservice@enterprise.

com

www.enterprise.com

Equifax 

Office of Consumer Affairs

PO Box 740241

Atlanta, GA 30374

Toll free: 1-800-685-1111

www.equifax.com

The Estee Lauder Companies, 

Inc. 

Consumer Communications

767 5th Ave.

New York, NY 10153

212-572-4200

Toll free: 1-888-311-3883

: asampogn@estee.com

www.elcompanies.com

Ethan Allen, Inc.

PO Box 1966

Danbury, CT 06813

Toll free: 1-888-324-3571

: orders@ethanallen.com

www.ethanallen.com

The Eureka Company

Consumer Service Department

PO Box 3900

Peoria, IL 61701

Toll free: 1-800-282-2886

www.eureka.com

Expedia, Inc.

Customer Support

333 108th Ave., NE

Bellevue, WA 98004

Toll free: 1-800-397-3342

: travel@customercare.expedia.

com

www.expedia.com

Experian 

National Consumer Assistance 

Center

PO Box 2104

Allen, TX 75013

Toll free: 1-888-397-3742

www.experian.com

ExxonMobil

Customer Relations

PO Box 1049

Buffalo, NY 14240-1049

Toll free: 1-800-243-9966

www.exxonmobil.com
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 79

Corporate CONSUMER CONTACTS

F

Facebook, Inc.

1601 S. California Ave.

Palo Alto, CA 94304

650-543-4800

: info@facebook.com

www.facebook.com

Fairfield Inn

See: Marriott International, Inc.

Toll free: 1-800-721-7033

www.fairfieldinn.com

Farmers Insurance

4680 Wilshire Blvd.

Los Angeles, CA 90010

Toll free: 1-800-435-7764

TTY: 1-888-891-1660 

www.farmers.com

FedEx Corporation 

Customer Relations

3875 Airways Blvd.

Module H3 Department 4634

Memphis, TN 38116

Toll free: 1-800-463-3339

www.fedex.com

Fingerhut Direct 

Marketing, Inc.

Customer Service

6250 Ridgewood Rd.

St. Cloud, MN 56303

Toll free: 1-800-208-2500

: customerservice@fingerhut.

com

www.fingerhut.com

Fisher-Price

Consumer Affairs

636 Girard Ave.

East Aurora, NY 14052

716-687-3000

Toll free: 1-800-432-5437

TTY: 1-800-382-7470

: fpconaff@fisher-price.com

www.fisher-price.com

Florsheim, Inc.

Customer Service

333 W. Estabrook Blvd.

Glendale, WI 53212

Toll free: 1-866-454-0449

: us.consumers@florsheim.com

www.florsheim.com

Flowers Foods, Inc.

1919 Flowers Circle

Thomasville, GA 31757

229-226-9110

www.flowersfoods.com

Food Lion, Inc.

Customer Relations

PO Box 1330

Salisbury, NC 28145-1330

Toll free: 1-800-210-9569

www.FoodLion.com

Forever 21, Inc.

Customer Service

2001 S. Alameda St.

Los Angeles, CA 90058

213-741-5100

Toll free: 1-888-494-3837

www.forever21.com

Fortune Brands

Corporate Affairs Department

520 Lake Cook Rd.

Deerfield, IL 60015

847-484-4400

: mail@fortunebrands.com

www.fortunebrands.com

Frigidaire Home Products

PO Box 212378

Martinez, GA 30917

Toll free: 1-800-374-4432

www.frigidaire.com

Frito-Lay 

Consumer Affairs

PO Box 660634

Dallas, TX 75266-6234

972-334-7000

Toll free: 1-800-352-4477

www.fritolay.com

Frontier Airlines, Inc.

Customer Relations

7001 Tower Rd.

Denver, CO 80249-7312

Toll free: 1-800-432-1359

www.frontierairlines.com

FTD, Inc.

Customer Service

3113 Woodcreek Dr.

Downers Grove, IL 60515

630-719-7756

Toll free: 1-800-736-3383

www.ftd.com

Fuji Photo Film USA, Inc.

Consumer Information Service 

Center

1100 King George Post

Edison, NJ 08837

Toll free: 1-800-800-3854

www.fujifilm.com

G

Gap, Inc.

Customer Relations

100 Gap Online Dr.

Grove City, OH 43123-8605

Toll free: 1-800-427-7895

TTY: 1-888-906-1104

: custserv@gap.com

www.gap.com

Gateway, Inc.

Customer Service

PO Box 6137

Temple, TX 76503

www.gateway.com

GEICO

One GEICO Plaza

Washington, DC 20076

Toll free: 1-877-418-1312 (Car)

Toll free: 1-888-395-1200 (Home)

Toll free: 1-888-532-5433 (Life)

TTY: 1-800-833-8255

www.geico.com

General Electric Company

3135 Easton Turnpike

Fairfield, CT 06828

203-373-2211

Toll free: 1-800-626-2005

www.ge.com

General Mills, Inc. 

Consumer Services

PO Box 9452

Minneapolis, MN 55440

Toll free: 1-800-248-7310

www.generalmills.com

Georgia-Pacific Corporation

Consumer Affairs

133 Peachtree St. NE

Atlanta, GA 30303

Toll free: 1-800-283-5547 

(Consumer Products)

www.gp.com

Gerber Products Company

Consumer Affairs

445 State St.

Fremont, MI 49413-0001

Toll free: 1-800-284-9488

www.gerber.com
Corporate CONSUMER CON TAC TS

80 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Giant Food, Inc.

8301 Professional Pl., Suite 115

Landover, MD 20785

Toll free: 1-888-469-4426

www.giantfood.com

GlaxoSmithKline Consumer 

Healthcare 

Consumer Information

PO Box 13398

Five Moore Dr.

Research Triangle Park, NC 27709

412-200-4000

Toll free: 1-888-825-5249 (Customer 

Response Center)

: consumer.communications@

gsk.com

www.gsk.com

The Golden Grain Company

PO Box 049003

Chicago, IL 60604-9003

Toll free: 1-800-421-2444

www.ricearoni.com

Gold’s Gym International

Customer Care Department

125 E. John Carpenter Freeway

Suite 1300

Irving, TX 75062

214-574-4653

Toll free: 1-866-465-3775

www.goldsgym.com

Goodrich Corporation

Consumer Relations Department

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-877-788-8899

www.bfgoodrichtires.com

The Goodyear Tire & Rubber 

Company

Department 728

1144 E. Market St.

Akron, OH 44316-0001

330-769-2121

Toll free: 1-800-321-2136

: consumer_relations@

goodyear.com

www.goodyear.com

Google.com

1600 Amphitheatre Parkway

Mountain View, CA 94043

650-253-0000

www.google.com

Graco Children’s 

Products, Inc. 

Consumer Services

150 Oaklands Blvd.

Exton, PA 19341

Toll free: 1-800-345-4109

www.gracobaby.com

Greyhound Lines, Inc.

PO Box 660362

Dallas, TX 75266-0362

214-849-8000

214-849-6246 (Baggage)

Toll free: 1-800-231-2222 (Fares/

Schedules)

TTY: 1-800- 345-3109

www.greyhound.com

Guess?Inc.

Customer Service

1444 S. Alameda St.

Los Angeles, CA 90021

213-765-3100

Toll free: 1-877-444-8377

www.guess.com

Guinness Company

801 Main Ave.

Norwalk, CT 06851

203-229-2100

Toll free: 1-800-521-1591

: guinness@consumer-care.net

www.guinness.com

H

H & R Block, Inc.

Customer Support

One H & R Block Way

Kansas City, MO 64105

www.hrblock.com

Hallmark Cards, Inc.

Consumer Affairs

PO Box 419034

Mail Drop #216

Kansas City, MO 64141

Toll free: 1-800-425-5627

www.hallmark.com

Hampton Inn &Suites

See: Hilton Hospitality, Inc.

Toll free: 1-800-426-7866

www.hamptoninn.com

Hanes Hosiery

Consumer Relations

PO Box 3013

Winston-Salem, NC 27102

Toll free: 1-800-225-4872

www.haneshosiery.com

Harry & David

Customer Service

2500 South Pacific Highway

Medford, OR 97501-2675

541-864-2121

Toll free: 1-877-322-1200

: service@harryanddavid.com

www.harryanddavid.com 

HartzMountain Corporation

Consumer Affairs

400 Plaza Dr.

Secaucus, NJ 07094

Toll free: 1-800-275-1414

www.hartz.com

Hasbro, Inc.

Consumer Affairs 

PO Box 200

Dept. C-847

Pawtucket, RI 02862-0200

401-727-6899

Toll free: 1-800-255-5516 

: customersupport@hasbro.

com

www.hasbro.com

HeinzNorthAmerica

Consumer Resource Center/

Consumer Affairs

PO Box 57

Pittsburgh, PA 15230

Toll free: 1-800-255-5750

www.heinz.com

Hershey Food Corporation 

Consumer Relations

100 Crystal A Dr.

Hershey, PA 17033

Toll free: 1-800-468-1714

www.hersheys.com

Hertz Corporation

Customer Relations

PO Box 26120

Oklahoma City, OK 73126

Toll free: 1-800-654-4173

TTY: 1-800-654-2280

www.hertz.com

Hewlett-Packard Company 

3000 Hanover St.

Bldg. 6A Mail Stop 1247

Palo Alto, CA 94304

650-857-1501

Toll free: 1-800-474-6836

www.hp.com

Hilton Garden Inn

See: Hilton Hospitality, Inc.

Toll free: 1-877-782-9444

www.hiltongardeninn.com
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 81

Corporate CONSUMER CONTACTS

Hilton Hospitality, Inc.

Guest Assistance

755 Crossover Ln.

Memphis, TN 38117

901-374-6476

Toll free: 1-800-445-8667

www.hilton.com

Holiday Inn/Holiday Inn 

Express

See: InterContinental Hotels 

Group PLC

Toll free: 1-800-465-4329

www.holiday-inn.com

Home Depot USA, Inc.

Customer Care

2455 Paces Ferry Rd.

Atlanta, GA 30339-4024

770-433-8211

Toll free: 1-800-466-3337

Toll free: 1-800-430-3376 (Website 

Questions)

: customercare@homedepot.

com

www.homedepot.com

HomeGoods

See: TJX Companies, Inc.

Toll free: 1-800-888-0776

www.homegoods.com

Home Shopping Network

Customer Service

PO Box 9090

Clearwater, FL 33758

Toll free: 1-800-284-3900 (Phone 

Orders)

Toll free: 1-800-933-2887 (Online 

Orders)

TTY: 1-800-753-5353

www.hsn.com

Homewood Suites

See: Hilton Hospitality, Inc.

Toll free: 1-800-225-5466

www.homewoodsuites.com

Hoover Company

TTI Floor Care North America

7005 Cochran Rd.

Glenwillow, OH 44139

Toll free: 1-800-944-9200

www.hoover.com

Hormel Foods Company 

Consumer Affairs

One Hormel Pl.

Austin, MN 55912

Toll free: 1-800-523-4635

www.hormel.com

Howard Johnson, Inc.

1910 8th Ave., NE

Aberdeen, SD 57402-4090

Toll free: 1-800-544-9881

www.hojo.com

Humana, Inc.

PO Box 14601

Lexington, KY 40512-4601

502-580-1000

Toll free: 1-800-448-6262

www.humana.com

Hyatt Hotels & Resorts 

Consumer Affairs

9805 Q St.

Omaha, NE 68127

402-592-6465

Toll free: 1-800-323-7249

www.hyatt.com

I

IBM Corporation

One New Orchard Rd.

Armonk, NY 10504-1722

914-499-1900

Toll free: 1-800-426-4968 

(Customer Service)

TTY: 1-800-426-3383

: askibm@vnet.ibm.com

www.ibm.com

Ikea

Customer Relations

420 Alan Wood Rd.

Conshohocken, PA 19428

Toll free: 1-800-434-4532

www.ikea.com

Intel

Consumer Relations

2200 Mission College Blvd.

Santa Clara, CA 95054

916-377-7000

916-356-8080 (Headquarters)

www.intel.com 

InterContinental Hotels 

Group PLC

Guest Relations

PO Box 30321

Salt Lake City, UT 84130-321

Toll free: 1-800 621-0555

www.ihgplc.com

J

Jack in the Box, Inc.

Guest Relations

9330 Balboa Ave.

San Diego, CA 92123-1516

858-571-2121

Toll free: 1-800-955-5225 

www.jackinthebox.com 

Jackson Hewitt Tax 

Service, Inc.

Three Sylvan Way, Suite 301

Parsippany, NJ 07054

Toll free: 1-800-234-1040

www.jacksonhewitt.com 

JanSport, Inc.

2011 Farallon Dr.

San Leandro, CA 94577

501-614-4000

Toll free: 1-800-558-3600

: consumer_relations@vfc.com

www.jansport.com

Janssen Pharmaceuticals, Inc.

PO Box 200

Titusville, NJ 08560

Toll free: 1-800-526-7736

www.janssenpharmaceuticalsinc.

com

Jarden Consumer 

Solutions, Inc. 

Consumer Affairs

2381 Executive Center Dr.

Boca Raton, FL 34331

Toll free: 1-800-458-8407

www.sunbeam.com

JCPenney Company, Inc.

Corporate Customer Relations

PO Box 10001

Dallas, TX 75301-7311

972-431-1000

Toll free: 1-800-222-6161 

www.jcpenney.com

J. Crew

Customer Relations

One Ivy Crescent

Lynchburg, VA 24513-1001

Toll free: 1-800-562-0258

: contactus@jcrew.com

www.jcrew.com
CORPORATE CONSUMER CONTACTS

82 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Jenny Craig, Inc.

Customer Care

5770 Fleet St.

Carlsbad, CA 92008

Toll free: 1-800-597-5366

: WebCustomerService@

jennycraig.com

www.jennycraig.com

JetBlue Airways Corporation

Customer Relations

PO Box 17435

Salt Lake City, UT 84117-7435

Toll free: 1-800-538-2583

TTY: 1-800-336-5530

: promise@jetblue.com

www.jetblue.com

Jiffy Lube International, Inc.

Customer Service

PO Box 4427

Houston, TX 77210-4458

713-546-4100

Toll free: 1-800-344-6933

www.jiffylube.com

John Hancock Financial 

Services, Inc.

601 Congress Street

Boston, MA 02210-2805

617-572-6000

Toll free: 1-800-732-5543

TTY: 1-800-832-5282

www.johnhancock.com

Johnson & Johnson Consumer 

Products, Inc. 

PO Box 726

Langhorne, PA 19047-0726

732-524-0400

Toll free: 1-800-526-3967

www.jnj.com

Just Born, Inc 

Consumer Relations

1300 Stefko Blvd.

Bethlehem, PA 18017

610-867-7568

Toll free: 1-888-645-3453 

(Consumer Relations)

: consumerrelations@justborn.

com

www.justborn.com

JVC Company of America 

Customer Care

3600 Formosa Ave.

Building N

McAllen, TX 78503

973-317-5000

Toll free: 1-800-252-5722

: customerrelations@jvc.com

www.jvcservice.com

K

Kao Brands Company 

Consumer Relations Dept.

2535 Spring Grove Ave.

Cincinnati, OH 45214

www.kaobrands.com

Kawasaki Motor Corporation, 

USA

Consumer Services

PO Box 25252

Santa Ana, CA 92799-5252

949-460-5688

www.kawasaki.com

Kayak

55 N. Water St., Suite 1

Norwalk, CT 06854

www.kayak.com

Kellogg Company 

Consumer Affairs

PO Box CAMB

Battle Creek, MI 49016

269-961-2000 (Corporate)

Toll free: 1-800-962-1413

www.kelloggcompany.com

KFC

PO Box 725489

Atlanta, GA 31139

Toll free: 1-800-225-5532

www.kfc.com

Kimberly-Clark Corporation 

Consumer Services

Dept. INT

PO Box 2020

Neenah, WI 54957-2020

Toll free: 1-888-525-8388

www.kimberly-clark.com

The Kirby Company 

Customer Relations

1920 W. 114th St.

Cleveland, OH 44102

Toll free: 1-800-494-8586

: consumer@kirbywhq.com

www.kirby.com 

KitchenAid

Customer Satisfaction Center

553 Benson Rd.

Benton Harbor, MI 49022

269-923-5000

Toll free: 1-800-422-1230 (Large 

Appliances)

Toll free: 1-800-541-6390 (Small 

Appliances)

www.kitchenaid.com 

Kmart Corporation

Customer Service

847-286-2500

Toll free: 1-866-562-7848

: help@customerservice.kmart.com

www.kmart.com 

Kohler Company

444 Highland Dr.

Kohler, WI 53044

Toll free: 1-800-456-4537 

www.kohler.com 

Kohl’s Corporation 

Customer Service

N56 W 17000 Ridgewood Dr.

Menomonee Falls, WI 53051

262-703-7000

Toll free: 1-866-887-8884

Toll free: 1-800-564-5740 (Credit)

: customer.service@kohls.com

www.kohls.com 

Kona Grill, Inc.

7150 E. Camelback Rd., #220

Scottsdale, AZ 85251

480-922-8100

www.konagrill.com 

Kraft Foods, Inc. 

Consumer Relations

One Kraft Court

Glenview, IL 60025

Toll free: 1-877-535-5666

www.kraftfoods.com 

Kroger Company

1014 Vine St.

Cincinnati, OH 45202-1100

Toll free: 1-800-576-4377

www.kroger.com

L

LA Fitness International, LLC

Member Services

PO Box 54170

Irvine, CA 92619-1300

949-255-7200

www.lafitness.com 

Land O’Lakes, Inc. 

Consumer Affairs

PO Box 64050

St. Paul, MN 55164-9784

Toll free: 1-800-328-4155 

(Consumer Affairs)

www.landolakes.com 
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 83

Corporate CONSUMER CONTACTS

Lands End, Inc.

Customer Service

1 Lands End Ln.

Dodgeville, WI 53595

Toll free: 1-800-963-4816

TTY: 1-800-541-3459

www.landsend.com

Lane Bryant

777 S. State Rd. 7

Margate, FL 33068

Toll free: 1-866-886-4731

www.lanebryant.com

Lane Furniture

Consumer Services

PO Box 1627

Highway 145 South

Tupelo, MS 38802

Toll free: 1-877-405-3745

: service@lanefurniture.com

www.lanefurniture.com

La-Z-Boy, Inc.

Consumer Services

1284 N. Telegraph Rd.

Monroe, MI 48162-3309

Toll free: 1-800-375-6890

: cservice@la-z-boy.com

www.la-z-boy.com

LeapFrog Enterprises, Inc.

Customer Support

6401 Hollis St., Suite 100

Emeryville, CA 94608-1071

Toll free: 1-800-701-5327

: support@leapfrog.com

www.leapfrog.com

Leap Wireless International, 

Inc.

Cricket Communications, LLC

5887 Copley Dr.

San Diego, CA 92111

858-882-6000

Toll free: 1-800-274-2538

www.leapwireless.com

Lee Jeans

Consumer Services

9001 W. 67th St.

Merriam, KS 66202

Toll free: 1-800-453-3348

www.lee.com

L’eggs Products

Consumer Relations

1000 E. Hanes Mill Rd.

Winston-Salem, NC 27105

Toll free: 1-800-925-3447

www.leggs.com

LEGO Systems, Inc 

Consumer Affairs

555 Taylor Rd.

PO Box 1138

Enfield, CT 06083-1138

Toll free: 1-800-838-9647

Toll free: 1-877-518-5346( (Shop at 

Home)

www.lego.com

Lennox Industries, Inc. 

Consumer Affairs

PO Box 799900

Dallas, TX 75379

Toll free: 1-800-953-6669 

www.lennox.com

LensCrafters

4000 Luxottica Pl.

Mason, OH 45040

513-765-6000

Toll free: 1-877-753-6727

www.lenscrafters.com

Levi Strauss & Company 

1155 Battery St.

San Francisco, CA 94111

415-501-6000

Toll free: 1-866-860-8907

: customerservice@levisstore.

com

www.levi.com

Lexmark International, Inc.

740 W. New Circle Rd.

Lexington, KY 40550

Toll free: 1-800-539-6275

www.lexmark.com

LG Electronics, Inc 

Customer Service

PO Box 240007

201 James Record Rd.

Huntsville, AL 35813

256-772-8860

Toll free: 1-800-243-0000 

(Appliances)

Toll free: 1-800-793-8896 (Phones)

www.lge.com

Liberty Mutual Insurance 

Group 

Customer Service

100 Liberty Way

Dover, NH 03820

Toll free: 1-800-398-8924

: Liberty.Service@

libertymutual.com

www.libertymutual.com

Lillian Vernon Corporation

Customer Service

100 Lillian Vernon Dr.

Virginia Beach, VA 23479-0002

Toll free: 1-800-901-9291

TTY: 303-682-7999

: custservice@lillianvernon.

com

www.lillianvernon.com

Limited Brands, Inc.

Customer Service

Three Limited Parkway

Columbus, OH 43230

614-415-7000

Toll free: 1-800-945-5088

www.limitedbrands.com

LinkedIn Corporation

2029 Stierlin Ct.

Mountain View, CA 94043

www.linkedin.com

Little Tikes Company

Consumer Services

2180 Barlow Rd.

Hudson, OH 44236

Toll free: 1-800-321-0183

: littletikes.cares@

littletikescare.com

www.littletikes.com

L.L. Bean, Inc.

15 Casco St.

Freeport, ME 04033-0001

207-552-3028

Toll free: 1-800-441-5713

TTY: 1-800-545-0090

www.llbean.com

Loehmann’s

Customer Service

2500 Halsey St.

Bronx, NY 10461

1-800-366-5634

www.loehmanns.com

Longhorn Steakhouse

See: Darden Restaurants

407-245-4000

www.longhornsteakhouse.com

Long John Silver’s 

Restaurants, Inc.

1900 Colonel Sanders Ln.

Louisville, KY 40213

www.ljsilvers.com
Corporate CONSUMER CON TAC TS

84 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

L’Oreal USA 

575 Fifth Ave.

New York, NY 10017

212-818-1500 (Headquarters)

Toll free: 1-800-322-2036 

www.lorealusa.com

Lowe’s Companies, Inc.

Customer Care

PO Box 1111

North Wilkesboro, NC 28656

Toll free: 1-800-445-6937

: customercare@lowes.com

www.lowes.com

M

MAACO Franchising, Inc.

610 Freedom Business Center

Suite 200

King of Prussia, PA 19406

610-265-6606

Toll free: 1-800-523-1180

www.maaco.com

Macy’s 

Customer Service

PO Box 8113

Mason, OH 45040

Toll free: 1-800-526-1202 (Customer 

Service)

Toll free: 1-877-493-9207 (Credit)

www.macys.com

Magic Chef

Customer Service

777 Mark St.

Wood Dale, IL 49022

Toll free: 1-888-775-0202

www.magicchef.com

Magnavox

See: Philips Consumer Electronics 

North America

Toll free: 1-800-705-2000

www.magnavox.com

Marriott International, Inc.

Guest Relations

1818 N. 90th St.

Omaha, NE 68114-1315

Toll free: 1-800-535-4028

: customer.care@marriott.com

www.marriott.com

Mars Chocolate 

North America

800 High St.

Hackettstown, NJ 07840

908-852-1000

: askus@masterfoodsusa.com

www.masterfoods.com

Marshalls, Inc.

See: TJX Companies, Inc.

Toll free: 1-888-627-7425

www.marshallsonline.com

Massachusetts Mutual 

Insurance Company(Mass

Mutual)

Customer Relations

1295 State St.

Springfield, MA 01111-0001

Toll free: 1-800-272-2216 (Life 

Insurance)

Toll free: 1-800-505-8952 (Long 

Term Insurance)

www.massmutual.com

MasterCard Worldwide

Consumer Inquiries

(Contact your issuing bank first)

2000 Purchase St.

Purchase, NY 10577

Toll free: 1-800-307-7309 

: Consumer_Inquiries@

mastercard.com

www.mastercard.com

Match.com, LLC

PO Box 25472

Dallas, TX 75225

www.match.com

Mattel, Inc. 

Worldwide Consumer Affairs

333 Continental Blvd.

El Segundo, CA 90245-5012

310-252-2000

Toll free: 1-800-524-8697

TTY: 1-800-382-7470

www.mattel.com

Maybelline, Inc.

Consumer Affairs

PO Box 1010

Clark, NJ 07066

Toll free: 1-800-944-0730

www.maybelline.com

Mayflower Transit, LLC

One Mayflower Dr.

St. Louis, MO 63026

636-305-4000

Toll free: 1-800-241-1321

Toll free: 1-800-325-9970 (Claims)

www.mayflower.com

Maytag

Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll free: 1-800-344-1274 

www.maytag.com

McCormick & Schmicks 

Seafood Restaurants

720 S.W. Washington St., Suite 550

Portland, OR 97205

503-226-3440

www.mccormickandschmicks.com

McCormick & Company, Inc.

Consumer Affairs

211 Schilling Circle

Hunt Valley, MD 21031

410-527-6000

Toll free: 1-800-632-5847

www.mccormick.com

McDonalds Corporation 

Customer Satisfaction 

Department

2111 McDonalds Dr

Oak Brook, IL 60523

Toll free: 1-800-244-6227

www.mcdonalds.com

McKee Foods Corporation 

PO Box 750

Collegedale, TN 37315

Toll free: 1-800-522-4499

www.mckeefoods.com

Medco Health Solutions, Inc.

Public Affairs

100 Parsons Pond Dr.

Franklin Lakes, NJ 07417

201-269-3400

Toll free: 1-800-631-7780

www.medco.com

Meineke Car Care Centers, Inc.

Customer Relations Department

PO Box 32401

128 S. Tryon St., Suite 900

Charlotte, NC 28232-2401

704-377-3070

Toll free: 1-800-447-3070

www.meineke.com

Mellon Financial Corporation

BNY Mellon Center

Pittsburgh, PA 15258

412-234-5000

www.mellon.com

The Mentholatum Company, 

Inc.

Consumer Affairs

707 Sterling Dr.

Orchard Park, NY 14127

716-677-2500

Toll free: 1-800-688-9046

www.mentholatum.com
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 85

Corporate CONSUMER CONTACTS

Merck & Co., Inc.

Consumer Relations

One Merck Dr.

Whitehouse Station, NJ 08889

www.merck.com

Merrill Lynch Company, Inc.

(Contact local branch manager 

first)

250 Vesey St.

New York, NY 10080

212-449-1000

Toll free: 1-800-637-7455

TTY: 1-800-657-3323

www.merrilllynch.com

MetLife, Inc.

200 Park Ave.

New York, NY 10166

Toll free: 1-800-638-5433

www.metlife.com

Michelinas

See: Bellisio Foods, Inc.

218-723-5555

: michelinas@bellisiofoods.com

www.michelinas.com

Michelin North America, Inc.

Consumer Relations Department

PO Box 19001

Greenville, SC 29650

Toll free: 1-866-866-6605

www.michelin-us.com

Microsoft Corporation

Customer Service

1 Microsoft Way

Redmond, WA 98052-6399

425-882-8080

Toll free: 1-800-642-7676

TTY: 1-800-892-5234

www.microsoft.com

Midas, Inc. 

Consumer Relations

1300 Arlington Heights Rd.

Itasca, IL 60143

Toll free: 1-800-621-8545

www.midas.com

MillerCoors 

Consumer Affairs

3939 W. Highland Blvd.

Milwaukee, WI 53208

Toll free: 1-800-645-5376

: contact@millercoors.com

www.millercoors.com

Milton Bradley

See: Hasbro, Inc.

Toll free: 1-888-836-7025

: customersupport@hasbro.com

www.hasbro.com/miltonbradley

Mitsubishi Digital Electronics 

America, Inc.

Consumer Relations Department

9351 Jeronimo Rd.

Irvine, CA 92618

Toll free: 1-800-332-2119

: mdeaservice@mdea.com

www.mitsubishi-tv.com

Money Management 

International 

14141 Southwest Freeway

Suite 1000

Sugar Land, TX 77478-3494

Toll free: 1-866-889-9347

www.moneymanagement.org

Morgan Stanley

Client Advocate

1585 Broadway

New York, NY 10036

212-761-4000

Toll free: 1-800-869-3326 

: clientadvocate@

morganstanley.com

www.morganstanley.com

Motel 6

Guest Relations

PO Box 326

Worthington, OH 43085

614-601-4089

Toll free: 1-800-557-3435

www.motel6.com

Motorola Mobility, Inc.

Corporate Communications

600 N. U.S. Highway 45

Libertyville, IL 60048

847-523-5000

Toll free: 1-800-331-6456

TTY: 847-538-7116

www.motorola.com

Motts, Inc.

Consumer Relations

PO Box 869077

Plano, TX 75086-9077

Toll free: 1-800-426-4891

www.motts.com

MozillaFirefox

650 Castro St., Suite 300

Mountain View, CA 94041-2021

www.mozilla.org

Movado Group, Inc.

650 From Rd., Suite 375

Paramus, NJ 07652-3556

201-267-8000

Toll free: 1-800-810-2311

www.movadogroupinc.com

Mutual of Omaha Insurance 

Company

Customer Service

Mutual of Omaha Plaza

Omaha, NE 68175

402-342-7600

Toll free: 1-800-228-7104 

Toll free: 1-800-775-1000 (Claims)

: individualclaims@

mutualofomaha.com

www.mutualofomaha.com

Myspace, LLC

8391 Beverly Blvd., #349

Los Angeles, CA 90048

310-969-7400

: info@myspace.com

www.myspace.com

N

Nabisco Foods Group

See: Kraft Foods, Inc.

Toll free: 1-800-622-4726

www.nabiscoworld.com

National Amusements, Inc.

PO Box 9126

Dedham, MA 02027-9126

781-461-1600

: customer_service@nationalamusements.com

www.national-amusements.com

National Car Rental 

System, Inc.

Customer Services

8420 St. John Industrial Dr.

St. Louis, MO 63114

Toll free: 1-800-468-3334

TTY: 1-800-328-6323

www.nationalcar.com

Nationwide Mutual Insurance 

Company

Customer Relations

One Nationwide Plaza

Columbus, OH 43215?220

Toll free: 1-877-669-6877 (Auto and 

Property Insurance)

Toll free: 1-800-882-2822 (General 

Inquiries)

Toll free: 1-800.848-6331 

(Investments)

www.nationwide.com
Corporate CONSUMER CON TAC TS

86 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

NaturaLawn of America

One E. Church St.

Fredrick, MD 21701

301-694-5440

Toll free: 1-800-989-5444

: natural@nl-amer.com

www.nl-amer.com

Nautica Enterprises, Inc.

Consumer Relations

40 West 57th St.

New York, NY 10019

Toll free: 1-866-376-4184

www.nautica.com

The Neiman-Marcus Group, 

Inc. 

Customer Relations

PO Box 650589

Dallas, TX 75265-0589

214-761-2660

Toll free: 1-888-888-4757

www.neimanmarcus.com

Nestlé Purina PetCare 

Company 

Office of Consumer Affairs

Checkerboard Square

St. Louis, MO 63164

314-982-1000

Toll free: 1-800-778-7462

www.purina.com

Nestlé USA 

Consumer Services Center

800 N. Brand Blvd.

Glendale, CA 91203

Toll free: 1-800-225-2270

www.nestle.com

Nestlé Waters North America, 

Inc. 

900 Long Ridge Rd.

Building 2

Stamford, CT 06902-1138

203-531-4100

Toll free: 1-866-676-1672

www.nestle-watersna.com

Netflix Inc.

Customer Service

100 Winchester Circle

Los Gatos, CA 95032

Toll free: 1-866-716-0414

www.netflix.com

Neutrogena Corporation

Consumer Affairs

199 Grandview Rd.

Skillman, NJ 08558

Toll free: 1-800-582-4048

: ntgweb@neuus.jnj.com

www.neutrogena.com

New England Financial

See: MetLife, Inc.

Toll free: 1-800-388-4000

www.nefn.com

Newport News

5100 City Line Rd.

Hampton, VA 23630-5100

Toll free: 1-800-759-3950

: customercare@newportnews.com

www.newport-news.com

Newsweek, Inc.

555 W. 18th St.

New York, NY 10011

Toll free: 1-800-631-1040

: newsweek@

emailcustomerservice.com

www.newsweek.com

New York and Company

Customer Service

450 W. 33rd St.

Fifth Floor

New York, NY 10001

Toll free: 1-800-723-5333

www.nyandcompany.com

New York Life Insurance 

Company

Corporate Compliance 

Department

One Rockwood Rd.

Sleepy Hollow, NY 10591

Toll free: 1-800-710-7945 

www.newyorklife.com

Nexxus Products Company

Toll free: 1-800-444-6399

www.nexxus.com

Nickelodeon

1515 Broadway

New York, NY 10036

212-846-2543

www.nick.com

Nike, Inc. 

Consumer Services

PO Box 4027

One Bowerman Dr.

Beaverton, OR 97005

503-671-6453

Toll free: 1-800-344-6453

www.nike.com

Nikon, Inc.

Consumer Affairs

1300 Walt Whitman Rd.

Melville, NY 11747-3064

631-547-4200

310-414-8107 (Parts)

Toll free: 1-800-645-6687 (Technical 

and Service Repair)

www.nikonusa.com

Nine West Group, Inc.

Customer Relations

9 West Plaza

1129 Westchester Ave.

White Plains, NY 10604

914-640-6400

Toll free: 1-800-999-1877

www.ninewest.com

Nintendo

4820 150th Ave., NE

Redmond, WA 98052

Toll free: 1-800-255-3700

www.nintendo.com

Nokia USA

Customer Contact Center

6021 Connection Dr.

Irving, TX 75039

Toll free: 1-888-665-4228

TTY: 1-800-246-6542

: customercare@nokia.com

www.nokia.com

Nordstrom, Inc.

Customer Service

1700 7th Ave., Suite 300

Seattle, WA 98101

Toll free: 1-888-282-6060

www.nordstrom.com

Norelco Consumer Products 

Company

See: Philips Consumer Electronics 

North America

Toll free: 1-800-243-3050

www.usa.philips.com

North American Van Lines

Claims Department

PO Box 988

Ft. Wayne, IN 46801-0988

Toll free: 1-800-348-2111

www.navl.com
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 87

Corporate CONSUMER CONTACTS

The North Face, Inc.

Customer Service

2013 Farallon Dr.

San Leandro, CA 94577

Toll free: 1-888-863-1968

Toll free: 1-855-500-8639 

(Warranties)

: tnfsupport@vfc.com

www.thenorthface.com

Northwestern Mutual Life 

Insurance Company

Corporate Relations

720 E. Wisconsin Ave.

Milwaukee, WI 53202-4797

414-271-1444

www.northwesternmutual.com

Norwegian Cruise Lines

Guest Relations

7665 Corporate Center Dr.

Miami, FL 33126

Toll free: 1-866-625-1164

Toll free: 1-866-584-9756 (Special 

Needs)

www.ncl.com

Novartis Pharmaceuticals 

Corporation 

Customer Interaction Center

One Health Plaza

East Hanover, NJ 07936-1080

862-778-8300

Toll free: 1-888-669-6682

www.pharma.us.novartis.com

The NutraSweet Company

Customer Service

10 S. Wacker Dr.

Chicago, IL 60606

Toll free: 1-800-323-5321

www.nutrasweet.com

NutriSystem, Inc.

Customer Service

600 Office Center Dr.

Fort Washington, PA 19034

215-706-5300

Toll free: 1-800-585-5483

: feedback@nutrisystem.com.

www.nutrisystem.com

O

Ocean Spray 

Cranberries, Inc. 

Consumer Affairs Department

One Ocean Spray Dr.

Lakeville-Middleboro, MA 02349

Toll free: 1-800-662-3263

www.oceanspray.com

Office Depot, Inc.

PO Box 5009 

Boca Raton, FL 33431-0809

Toll free: 1-800-463-3768

www.officedepot.com

OfficeMax, Inc.

Customer Service

263 Shuman Blvd.

Naperville, IL 60563

630-438-7800

Toll free: 1-800-283-7674

: online@officemax.com

www.officemax.com

Old Navy

Customer Relations

200 Old Navy Ln.

Grove City, OH 43123-8605

Toll free: 1-800-653-6289

TTY: 1-800-449-4253

: custserv@oldnavy.com

www.oldnavy.com

Olive Garden

See: Darden Restaurants

PO Box 695017

Orlando, FL 32869

Toll free: 1-800-331-2729

www.olivegarden.com

Olympus America

3500 Corporate Parkway

PO Box 610

Center Valley, PA 18034-0610

Toll free: 1-800-622-6372 

Toll free: 1-888-553-4448 (Digital 

Cameras)

www.olympusamerica.com

Omni Hotels

Guest Relations

420 Decker Dr.

Irving, TX 75062

Toll free: 1-800-809-6664

www.omnihotels.com

1-800-FLO WERS

Customer Satisfaction 

Department

One Old Country Rd., Suite 500

Carle Place, NY 11514

Toll free: 1-800-356-9377

Toll free: 1-800-716-4851 

(Customer Service)

www.1800flowers.com

On the Border

See: Brinker International

Toll free: 1-800-682-6882

www.ontheborder.com

Orbitz,Inc.

Customer Service

500 W. Madison St.

Chicago, IL 60661

Toll free: 1-888-656-4546

www.orbitz.com

Orkin

Customer Care Center

2170 Piedmont Rd., NE

Atlanta, GA 30324

Toll free: 1-888-675-4662

www.orkin.com

Oster

See: Jarden Consumer Solutions, Inc.

Toll free: 1-800-334-0759

www.oster.com

Outback Steakhouse

2202 N. West Shore Blvd.

Suite 500

Tampa, FL 33607-5761

813-282-1225

: newsoutback@outback.com

www.outback.com

Overstock.com, Inc.

Customer Service

6350 S. 3000 E

Salt Lake City, UT 84121

Toll free: 1-800-843-2446

www.overstock.com

Owens Corning

Consumer Relations

One Owens Corning Parkway

Toledo, OH 43659

Toll free: 1-800-438-7465

: answers@answers.

owenscorning.com

www.owenscorning.com

P

Palm, Inc.

Customer Service

950 W. Maude Ave.

Sunnyvale, CA 94085

408-617-7000

Toll free: 1-877-426-3777 

www.palm.com

Panasonic Company

Consumer Affairs

Panazip 2F-3

One Panasonic Way

Secaucus, NJ 07094

201-348-7000

Toll free: 1-800-211-7262

www.panasonic.com
Corporate CONSUMER CON TAC TS

88 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Corporate CONSUMER CON TAC TS

Papa Johns International, Inc.

PO Box 99900

Louisville, KY 40269-9990

502-261-4987

Toll free: 1-877-547-7272

www.papajohns.com

Pathmark Stores, Inc.

Customer Relations

Two Paragon Dr.

Montvale, NJ 07645

Toll free: 1-866-443-7374

: customers@pathmark.com

www.pathmark.com

Payless ShoeSource, Inc.

Customer Service

3231 S.E. Sixth Ave.

Topeka, KS 66607

Toll free: 1-877-474-6379

: CustomerService@csr.

payless.com

www.payless.com

PayPal.com

2211 N. First St.

San Jose, CA 95131

402-935-2050

www.paypal.com

PearleVision

Customer Service

4000 Luxottica Pl.

Mason, OH 45040

Toll free: 1-800-937-3937

www.pearlevision.com

Pennzoil

See: Shell Oil Company

713-546-4000

Toll free: 1-800-237-8045

www.pennzoil.com

Pep Boys Auto

3111 W. Allegheny Ave.

Philadelphia, PA 19132

Toll free: 1-800-737-2697

: custserv@pepboys.com

www.pepboys.com

Pepperidge Farm, Inc. 

Consumer Affairs

595 Westport Ave.

Norwalk, CT 06851

Toll free: 1-888-737-7374

www.pepperidgefarm.com

Pepsi-Cola Company 

Public Affairs

700 Anderson Hill Rd.

Purchase, NY 10577

914-253-2000

Toll free: 1-800-433-2652

www.pepsico.com

Perdue Farms, Inc. 

Consumer Relations

PO Box 1656

Horsham, PA 19044-6656

Toll free: 1-800-473-7383

www.perdue.com

Petco

Toll free: 1-877-738-6742

www.petco.com

PetSmart, Inc.

Customer Service

1435 International Dr.

Eau Claire, WI 54701

Toll free: 1-888-839-9638

: CustomerCare@petsmart.com

www.petsmart.com

P.F. Chang’s China Bistro, Inc.

7676 E. Pinnacle Peak Rd.

Scottsdale, AZ 85255

Toll free: 1-866-732-4264

www.pfchangs.com

Pfizer,Inc.

Consumer Affairs

PO Box 2219

Chattanooga, TN 37409-0219

212-733-2323

Toll free: 1-800-879-3477 

(Customer Response)

Toll free: 1-800-438-1985 (Medical 

Questions)

www.pfizer.com

Pharmavite Corporation 

Consumer Affairs

PO Box 9606

Mission Hills, CA 91346-9606

818-221-6200

Toll free: 1-800-276-2878 (Nature 

Made)

Toll free: 1-888-676-9569 (Soy Joy)

www.pharmavite.com

Philip Morris USA 

Quality Department

PO Box 18583

Pittsburgh, PA 15236

804-274-2000

Toll free: 1-800-343-0975

www.philipmorrisusa.com

Philips Consumer Electronics 

North America 

Customer Service

3000 Minuteman Rd., Mail Stop 109

Andover, MA 01810

Toll free: 1-888-744-5477 

www.philips.com

Phillips-Van Heusen 

Corporation

Customer Services

1001 Frontier Rd., Mail Stop 44

Bridgewater, NJ 08807

Toll free: 1-800-388-9122 (Van 

Heusen)

Toll free: 1-800-950-2277 (Bass)

Toll free: 1-800-866-7292 (Izod)

Toll free: 1-866-214-6694 (Calvin 

Klein)

www.pvh.com

Pinnacle Foods Group, LLC

PO Box 3900

Peoria, IL 61612

www.pinnaclefoodscorp.com

Pioneer Electronics Service, 

Inc.

Customer Service

Toll free: 1-800-228-7221(Parts)

Toll free: 1-800-421-1404 (General 

Service)

www.pioneerelectronics.com

Pirelli Tire Corporation

100 Pirelli Dr.

Rome, GA 30161

Toll free: 1-800-747-3554

www.us.pirelli.com

PizzaHut

See: YUM! Brands, Inc.

14841 Dallas Parkway

Plano, TX 75054

972-338-7700

Toll free: 1-800-948-8488

www.pizzahut.com

Playskool

See: Hasbro, Inc.

Toll free: 1-800-752-9755

: customersupport@hasbro.com

www.hasbro.com/playskool

PlayStation

See: Sony Corporation of America

Toll free: 1-800-345-7669

www.us.playstation.com
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 89

Corporate CONSUMER CONTACTS

Playtex Products, Inc. 

Consumer Affairs

PO Box 537

Neenah, WI 54957

Toll free: 1-888-310-4290

www.playtexproductsinc.com

Polaroid Corporation

Customer Care Center

4400 Baker Ave.

Minnetonka, MN 55343

Toll free: 1-800-765-2764 (Product 

Support)

Toll free: 1-888-312-2615 (Order 

Support)

: info@polaroid.com

www.polaroid.com

Polo/Ralph Lauren 

Corporation

Consumer Relations

625 Madison Ave., 11th Floor

New York, NY 10022

Toll free: 1-888-475-7674

: customerassistance@

ralphlauren.com

www.polo.com

Popeyes Louisiana Kitchen 

AFC Enterprises, Inc.

Customer Relations

5555 Glenridge Connector, NE 

Suite 300

Atlanta, GA 30342

404-459-4450

Toll free: 1-877-767-3937

: popeyescommunications@

popeyes.com

www.popeyes.com

Prestige Brands 

Office of Consumer Affairs

90 N. Broadway

Irvington, NY 10533

Toll free: 1-800-443-4908

www.prestigebrandsinc.com

Price Chopper 

Supermarkets 

Consumer Services

461 Nott St.

Schenectady, NY 12308

518-355-5000

Toll free: 1-800-666-7667

www.pricechopper.com

Priceline.com, Inc.

800 Connecticut Ave.

Norwalk, CT 06854

Toll free: 1-800-774-2354

www.priceline.com

Princess Cruise Lines

24844 Avenue Rockefeller

Santa Clarita, CA 91355

Toll free: 1-800-774-6237

: customerrelations@

princesscruises.com

www.princess.com

The Procter & Gamble

Company 

Consumer Relations

PO Box 599

Cincinnati, OH 45201

513-983-1100

Toll free: (Toll free numbers 

appear on all labels)

www.pg.com

The Progressive Corporation

Customer Service

6300 Wilson Mills Rd.

Mayfield Village, OH 44143

440-461-5000 (Corporate)

Toll free: 1-800-776-4737

www.progressive.com

Prudential Financial, Inc.

Policyowner Relations Dept.

One Corporate Drive

Shelton, CT 06484

Toll free: 1-800-778-2255 

(Insurance)

Toll free: 1-888-778-2888 

(Annuities)

Toll free: 1-800-732-0416 (LongTerm Care)

TTY: 1-800-526-8061

www.prudential.com

Publishers Clearing House

Consumer Affairs

382 Channel Dr.

Port Washington, NY 11050

516-883-5432

Toll free: 1-800-459-4724

www.pch.com

Publix

Consumer Relations

PO Box 407

Lakeland, FL 33802-0407

1-800-242-1227

Toll free: 1-800-242-1227

www.publix.com

Q

Qdoba Mexican Grill

4865 Ward Rd., Suite 500

Wheat Ridge, CO 80033-1902

720-898-2300

Toll free: 1-888-497-3622

: info@qdoba.com

www.qdoba.com

The Quaker Oats Company 

Consumer Response/QTG

PO Box 049003

Chicago, IL 60604-9003

312-821-1000

Toll free: 1-800-367-6287

www.quakeroats.com

QuikTrip Corporation

PO Box 3475

Tulsa, OK 74101

918-615-7700

Toll free: 1-800-848-1966

www.quiktrip.com

Quiznos

1001 17th St., Suite 200

Denver, CO 80202

720-359-3300 (Headquarters)

Toll free: 1-866-486-2783 

(Customer Comments)

www.quiznos.com

QVC, Inc.

Customer Service

1200 Wilson Drive at Studio Park

West Chester, PA 19380

Toll free: 1-800-367-9444

TTY: 1-800-544-3316

: QVCcares@QVC.com

www.qvc.com

R

Radio Shack Corporation

Customer Care

Riverfront Campus, Mail Stop 

#CF4-216

300 Radio Shack Circle

Fort Worth, TX 76102-1964

817-415-3011

Toll free: 1-800-843-7422

: RadioShack.Customer.Care@

RadioShack.com

www.radioshack.com

Radisson Hotels Resorts

11340 Blondo St., Suite 100

Omaha, NE 68164

Toll free: 1-800-615-7253

www.radisson.com
Corporate CONSUMER CON TAC TS

90 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Ramada Inn

See: Wyndham Hotel Group

Toll free: 1-800-828-6644

www.ramada.com

Reckitt Benckiser, Inc. 

Consumer Relations

PO Box 224

Parsippany, NJ 07054-0224

Toll free: 1-800-228-4722 

: corpcomms@reckittbenckiser.

com

www.reckittbenckiser.com

Red Lobster

Guest Relations

1000 Darden Center Dr.

Orlando, FL 32837

407-245-4000

Toll free: 1-800-562-7837

www.redlobster.com

Regal Ware, Inc.

Consumer Service

1675 Reigle Dr.

Kewaskum, WI 53040

262-626-2121

: info@regalware.com

www.regalware.com

Remington Products Company

Consumer Services

PO Box 1

DeForest, WI 53532

Toll free: 1-800-392-6544

: ContactUs@

remingtonproducts.com

www.remington-products.com

Rent-A-Center

Customer Service

5501 Headquarters Dr.

Plano, TX 75024

Toll free: 1-800-422-8186

www.rentacenter.com

Residence Inn

See: Marriott International, Inc.

Toll free: 1-800-228-2800

www.residenceinn.com

Rich Products

Consumer Relations

PO Box 20670

127 Airport Rd.

St. Simons Island, GA 31522

912-638-5000

Toll free: 1-888-732-7251

: rsp-consumer.relations@rich.

com

www.rich.com

Rite Aid Corporation

Customer Support

PO Box 3165

Harrisburg, PA 17105

717-761-2633

Toll free: 1-800-748-3243

Toll free: 1-888-213-9920 (Rebates)

TTY: 1-800-821-1833

www.riteaid.com

Rolex Watch USA, Inc.

665 5th Ave., 5th Floor

New York, NY 10022

212-758-7700

www.rolex.com

Roto-Rooter Corporation

225 E. 5th Street

Cincinnati, OH 45202

513-762-6690

Toll free: 1-800-438-7686

www.rotorooter.com

Royal Caribbean International

Corporate Guest Relations

1050 Caribbean Way

Miami, FL 33132

Toll free: 1-800-256-6649

Toll free: 1-800-398-9819 (Website)

www.royalcaribbean.com

Rubbermaid

Consumer Services 

3320 W. Market St.

Fairlawn, OH 44333

Toll free: 1-888-895-2110

www.rubbermaid.com

Ruth’s Chris Steakhouse

Ruth’s Hospitality Group, Inc.

400 International Parkway, #325

Heathrow, FL 32746-5500

407-333-7440

www.ruthschris.com

S

Safeway, Inc.

Customer Service Center

MS 10501

PO Box 29093

Phoenix, AZ 85038-9093

Toll free: 1-877-723-3929

www.safeway.com

Saks Fifth Avenue

Customer Relations

PO Box 10327

Jackson, MS 39289

212-940-5027

Toll free: 1-877-551-7257

: service@saks.com

www.saks.com

Sam’s Club

Member Service

608 S.E. Simple Savings Dr.

Bentonville, AR 72716-0745

Toll free: 1-888-746-7726

www.samsclub.com

Samsonite Corporation

Customer Service

575 West St., Suite 110

Mansfield, MA 02048

Toll free: 1-800-765-2247

Toll free: 1-800-262-8282 (Warranty)

: questions@samsonite.com

www.samsonite.com

Samsung Electronics America

Customer Service and Technical 

Support

85 Challenger Rd.

Ridgefield Park, NJ 07660

Toll free: 1-800-726-7864 

Toll free: 1-888-987-4357 (Mobile 

Phones)

TTY: 1-888-899-7608

www.samsung.com

Sanofi-Aventis U.S., LLC

55 Corporate Dr.

Bridgewater, NJ 08807-2854

Toll free: 1-800-981-2491

www.sanofi.us

Sara Lee Foods 

Consumer Affairs

PO Box 756

Neenah, WI 54957-0756

Toll free: 1-800-323-7117 (Bakery)

Toll free: 1-800-925-3326 (Meats)

Toll free: 1-800-392-7733 (Body 

Care)

www.saraleefoods.com

Sargento Foods Inc. 

Consumer Affairs

One Persnickety Pl.

Plymouth, WI 53073

920-893-8484 (Corporate)

Toll free: 1-800-243-3737 

www.sargento.com

Schering-Plough HealthCare 

Products, Inc.

See: Merck & Co., Inc.

www.merck.com
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 91

Corporate CONSUMER CONTACTS

Schering-Plough HealthCare 

Products, Inc.

Consumer Relations

One Merck Dr.

Whitehouse Station, NJ 08889

908-298-4000

Toll free: 1-800-317-2165

www.schering-plough.com

SC Johnson and Son, Inc. 

1525 Howe St.

Racine, WI 53403

Toll free: 1-800-494-4855

www.scjohnsonwax.com

The Scotts Company 

Help Center

14111 Scottslawn Rd.

Marysville, OH 43041

Toll free: 1-888-270-3714

www.scotts.com

Seabourn Cruise Line

Guest Relations

300 Elliott Ave., W

Seattle, WA 98119

206-626-9179

Toll free: 1-866-755-5619

: guestrelations@seabourn.com

www.seabourn.com

Sealy Corporation

Consumer Support

One Office Parkway at Sealy Dr.

Trinity, NC 27370

Toll free: 1-800-697-3259

www.sealy.com

Sears, Roebuck and Company

Sears National Customer 

Relations

3333 Beverly Rd.

Hoffman Estates, IL 60179

847-286-2500

Toll free: 1-800-549-4505 (Retail)

Toll free: 1-800-697-3277 (Online)

TTY: 1-800-659-7017

www.sears.com

Seneca Foods Corporation

Consumer Affairs

3736 S. Main St.

Marion, NY 14505

315-926-8100

Toll free: 1-800-872-1110

www.senecafoods.com

Serta, Inc. 

Customer Service

Three Golf Center #392

Hoffman Estates, IL 60169

847-645-0200

Toll free: 1-888-557-3782

: customer.service@serta.com

www.serta.com

7-Eleven, Inc.

Customer Relations

Location 231

PO Box 711

Dallas, TX 75221-0711

Toll free: 1-800-255-0711

www.7-eleven.com

Sharp Electronics Corporation

Customer Service

Sharp Plaza

Mahwah, NJ 07495

Toll free: 1-800-237-4277

www.sharpusa.com

Shell Oil Company

Customer Care

PO Box 2463

Houston, TX 77252

713-241-6161 (Headquarters)

Toll free: 1-888-467-4355

Toll free: 1-800-331-3703 (Shell 

Card)

: ShellCustomerCare@shell.

com

www.shellus.com

Sheraton Hotels

See: Starwood Hotels & Resorts 

Worldwide, Inc.

www.sheraton.com

Sherwin-Williams Company

Midland Building

101 Prospect Ave., NW

PO Box 647

Cleveland, OH 44115

216-515-4825

Toll free: 1-800-474-3794

www.sherwin-williams.com

Simmons Bedding Company

Consumer Service

One Concourse Parkway

Suite 800

Atlanta, GA 30328-6188

Toll free: 1-877-399-9397

www.simmons.com

Slim-Fast Foods Company

Consumer Services Department

920 Sylvan Ave.

Second Floor

Englewood Cliffs, NJ 07632

Toll free: 1-800-754-6327

: support@slimfast.com

www.slimfast.com

Sonesta International Hotels 

Corporation

116 Huntington Ave.

Boston, MA 02116

617-421-5447

Toll free: 1-800-766-3782

: info@sonesta.com

www.sonesta.com

Sony Corporation of America

Customer Service

Consumer Information Service 

Center

12451 Gateway Blvd.

Fort Myers, FL 33913

239-768-7547 

Toll free: 1-866-456-7669

Toll free: 1-800-345-7669 

(PlayStation)

www.sony.com

Southwest Airlines

Customer Relations Department

PO Box 36647-1CR

Dallas, TX 75235

214-932-0333

Toll free: 1-800-435-9792

TTY: 1-800-533-1305

www.southwest.com

Spiegel Brands, Inc.

Customer Satisfaction

One Spiegel Ave.

Hampton, VA 23630-5367

Toll free: 1-800-222-5680

: clientservices@spiegel.com

www.spiegel.com

Spirit Airlines

2800 Executive Way

Miramar, FL 33025

Toll free: 1-800-772-7117

: customer@spirit.com

www.spiritair.com

Springs Global, Inc.

Public Relations Department of 

Corporate Communication

PO Box 70

Fort Mill, SC 29716

Toll free: 1-888-926-7888

Toll free: 1-800-221-6352 (Window 

Products)

www.springs.com
Corporate CONSUMER CON TAC TS

92 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Sprint Nextel

KSOPHT0101-Z4300

6391 Sprint Parkway

Overland Park, KS 66251-4300

Toll free: 1-888-211-4727 (Sprint 

Phones)

Toll free: 1-800-639-6111 (Nextel 

Phones)

Toll free: 1-800-877-4646 (Wireline 

Service)

www.sprint.com/consumerinfo

Stanley Hardware

Customer Service

480 Myrtle St.

New Britain, CT 06053

Toll free: 1-800-622-4393

www.stanleyhardware.com

Staples, Inc.

Consumer Affairs

500 Staples Dr.

Framingham, MA 01702

Toll free: 1-800-378-2753

www.staples.com

Starbucks

Customer Relations

PO Box 3717

Seattle, WA 98124-3717

Toll free: 1-800-782-7282

www.starbucks.com

Starwood Hotels & Resorts 

Worldwide, Inc. 

Customer Service

PO Box 6020

Lancaster, CA 93539

914-640-8100 (Headquarters)

Toll free: 1-800-625-5144

: customercare@

starwoodhotels.com

www.starwoodhotels.com

State Farm

Executive Customer Service

One State Farm Plaza

Bloomington, IL 61710

309-766-6393

: info@statefarm.com

www.statefarm.com

Stein Mart

1200 Riverplace Blvd.

Jacksonville, FL 32207

904-346-1500

Toll free: 1-888-783-4662

: e-customerservice@

steinmart.com

www.steinmart.com

Stop & Shop Supermarket 

Company

Customer Service Department

1385 Hancock St.

Quincy, MA 02169

Toll free: 1-800-767-7772

www.stopandshop.com

Subway Restaurants, Inc.

325 Bic Dr.

Milford, CT 06461

Toll free: 1-800-888-4848

www.subway.com

Suntrust Banks, Inc.

PO Box 4418 GA-Atlanta-0795

Atlanta, GA 30302-4418

Toll free: 1-800-786-8787

TTY: 1-800-854-8965

www.suntrust.com

Symantec Corporation

Customer Service

350 Ellis St.

Mountain View, CA 94043

Toll free: 1-800-721-3934

www.symantec.com

T

Taco Bell

Customer Relations

1 Glen Bell Way

Irvine, CA 92618

Toll free: 1-800-822-6235

www.tacobell.com

Talbots

Customer Service Department

One Talbots Dr.

Hingham, MA 02043

781-741-4028

Toll free: 1-800-992-9010

TTY: 1-800-624-9179

: customerservice@talbots.

com

www.talbots.com

Target Stores 

Guest Relations and Quality

Assurance

PO Box 9350

Minneapolis, MN 55440

Toll free: 1-800-440-0680

: guest.relations@target.com

www.target.com

TEAC America, Inc. 

Customer Service

7733 Telegraph Rd.

Montebello, CA 90640

323-727-7627 (Service)

: custser@teac.com

www.teac.com

Teleflora

PO Box 60910

Los Angeles, CA 90060-0910

Toll free: 1-800-835-3356

: service@teleflora.com

www.teleflora.com

Terminix

Customer Service

860 Ridge Lake Rd.

Memphis, TN 38120

Toll free: 1-800-837-6464

: customercare@terminix.com

www.terminix.com

Texas Instruments, Inc.

Consumer Relations

PO Box 660199

Dallas, TX 75266-0199

972-995-2011

Toll free: 1-800-842-2737

www.ti.com

T.G.I. Fridays

Guest Relations

4201 Marsh Ln.

Carrollton, TX 75007

Toll free: 1-800-374-4297 (Option 1)

www.tgifridays.com

3M

Customer Relations

3M Center

St. Paul, MN 55144-1000

651-737-6501

Toll free: 1-800-364-3577

www.3m.com

Thrifty Car Rental

PO Box 35250

Tulsa, OK 74153

918-669-2168

Toll free: 1-800-847-4389

TTY: 1-888-332-3677

: customercare@thrifty.com

www.thrifty.com

Time, Inc.

Consumer Affairs

3000 University Center Dr.

Tampa, FL 33612-6408

813-979-6625

Toll free: 1-866-550-6934

: subsvcs@time.customersvc.com

www.time.com
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 93

Corporate CONSUMER CONTACTS

Time Warner, Inc.

One Time Warner Center

New York, NY 10019

212-484-8000

www.timewarner.com

Timex Corporation

Customer Service

1302 Pike Ave.

North Little Rock, AR 72114

501-372-1111

Toll free: 1-800-448-4639

: custserv@timex.com

www.timex.com

T.J. Maxx

See: TJX Companies, Inc.

Toll free: 1-800-926-6299

www.tjmaxx.com

TJX Companies, Inc.

770 Cochituate Rd.

Framingham, MA 01701

508-390-1000

Toll free: 1-800-926-6299 (TJ Maxx)

Toll free: 1-800-888-0776 (Home 

Goods)

Toll free: 1-888-627-7425 

(Marshalls)

www.tjx.com

T-Mobile

Customer Relations

PO Box 37380

Albuquerque, NM 87176-7380

Toll free: 1-877-453-1304 (Customer 

Care)

Toll free: 1-800-866-2453 (Product 

Questions)

TTY: 1-877-296-1018

www.tmobile.com

The Top-Flite Golf Company

Consumer Department

2180 Rutherford Rd.

Carlsbad, CA 92008

760-931-1771

Toll free: 1-866-834-6532

www.topflite.com

The Toro Company 

Consumer Customer Care

8111 Lyndale Ave., South

Bloomington, MN 55420

Toll free: 1-888-384-9939

: consumer.service@toro.com

www.toro.com

Toshiba America

Toll free: 1-800-631-3811

: customer_support@tacp.com

www.tacp.toshiba.com

Totes Isotoner Corporation

Customer Service

9655 International Blvd.

Cincinnati, OH 45246-5658

513-682-8200 (Warranties)

Toll free: 1-800-762-8712

: customerservice@totes.com

www.totes.com

Toys “R” Us, Inc.

Guest Relations

1 Geoffrey Way

Wayne, NJ 07470

973-617-3500

Toll free: 1-800-869-7787

: contactus@toysrus.com 

www.toysrus.com

Trader Joe’s

PO Box 5049

Monrovia, CA 91016

626-599-3700 ext. 3035

www.traderjoes.com

TransUnion LLC

Consumer Solutions

PO Box 2000

Chester, PA 19022

610-546-4600

Toll free: 1-800-888-4213 (Obtain a 

Report)

Toll free: 1-800-916-8800 

(Disputes)

Toll free: 1-800-680-7289 (Frauds)

: fvad@transunion.com

www.transunion.com

Travelers Companies, Inc.

Consumer Affairs

One Tower Square 8MS

Hartford, CT 06183

Toll free: 1-866-336-2077 

(Customer Advocacy)

Toll free: 1-800-252-4633 (Claim 

Inquiry)

www.travelers.com

Travelocity.com LP

Customer Service

3150 Sabre Dr.

Southlake, TX 76092

Toll free: 1-888-872-8356

TTY: 1-800-555-7585

: travelocity@travelocity.com

www.travelocity.com

Travelodge

See: Wyndham Hotel Group

Toll free: 1-800-835-2424

www.travelodge.com

True Value Company

Customer Service

8600 W. Bryn Mawr Ave.

Chicago, IL 60631-3505

773-695-5000

www.truevalue.com

TruGreen Lawn Care

Service Master Company

860 Ridge Lake Blvd.

Memphis, TN 38120

Toll free: 1-877-905-5147

: customercare@trugreenmail.

com

www.trugreen.com

Turtle Wax, Inc.

Consumer Affairs

PO Box 247

Willowbrook, IL 60559-0247

Toll free: 1-800-887-8539

www.turtlewax.com

TV Guide

Customer Relations

11 W. 42nd St.

Sixteenth Floor

New York, NY 10036

Toll free: 1-800-866-1400

: feedback@tvguide.com

www.tvguide.com

Twitter, Inc.

795 Folsom St.

Suite 600

San Francisco, CA 94107

415-896-2008

www.twitter.com

Tyson Foods 

Consumer Relations CP631

2200 Don Tyson Parkway

Springdale, AR 72762

Toll free: 1-800-643-3410 

www.tyson.com

U

U-Haul International, Inc.

Customer Service

2727 North Central Ave.

Phoenix, AZ 85004

602-263-6771

Toll free: 1-800-789-3638 

www.uhaul.com
Corporate CONSUMER CON TAC TS

94 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Uniden America Corporation

Customer Service

4700 Amon Carter Blvd.

Fort Worth, TX 76155

817-858-3300

Toll free: 1-800-297-1023

TTY: 1-800-874-9314

: cservice@uniden.com

www.uniden.com

Unilever 

Consumer Services

920 Sylvan Ave., 2nd Floor

Englewood Cliffs, NJ 07632

Toll free: 1-800-298-5018

: comments@unilever.com

www.unilever.com

Uniroyal Tires

Consumer Care Department

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-877-458-5878

www.uniroyal.com

United Airlines

Customer Relations

PO Box 66100

Chicago, IL 60666

Toll free: 1-800-864-8331

Toll free: 1-800-221-6903 (Baggage)

TTY: 1-800-323-0170

: customervoice9@united.com

www.united.com

United Healthcare

Customer Service

PO Box 740815

Atlanta, GA 30374-0815

Toll free: 1-888-545-5205

www.uhc.com

United Parcel Service(UPS)

Customer Service

55 Glenlake Parkway, NE

Atlanta, GA 30328

Toll free: 1-800-742-5877

TTY: 1-800-833-0056

www.ups.com

United Van Lines LLC

Claim Department

One United Dr.

St. Louis, MO 63026

Toll free: 1-800-948-4885

www.unitedvanlines.com

Uno Restaurant Holdings 

Corporation

100 Charles Park Rd.

Boston, MA 02132

617-323-9200

Toll free: 1-866-600-8667

: mail@unos.com

www.unos.com

US Airways

Customer Relations

4000 E. Sky Harbor Blvd.

Phoenix, AZ 85034

480-693-0800

Toll free: 1-800-428-4322

TTY: 1-800-245-2966

www.usairways.com

U.S. Bancorp

U.S. Bancorp Center

800 Nicollet Mall

Minneapolis, MN 55402

TTY: 1-800-872-2657

www.usbank.com

V

The Valvoline Company

Customer Service

PO Box 14000

Lexington, KY 40512

Toll free: 1-800-832-682

www.valvoline.com

Verizon Communications,

Inc. 

(Contact the Verizon office in your 

geographic area)

Toll free: 1-800-837-4966

TTY: 1-800-974-6006

www.verizon.com

Victoria’s Secret Stores

Customer Service

North American Office

PO Box 16589

Columbus, OH 43216-6589

Toll free: 1-800-411-5116 

TTY: 1-800-695-1788

: customercare@

victoriassecret.com

www.victoriassecret.com

Virgin Atlantic Airways Ltd.

PO Box 570

Canton, MA 02021

Toll free: 1-800-821-5438

TTY: 1 800 847 4641

: customer.relations.us@fly.

virgin.com

www.virgin-atlantic.com

Virgin Mobile USA, L.P.

Customer Resolutions

10 Independence Blvd.

Warren, NJ 07059

Toll free: 1-888-322-1122

: ourteam@virginmobileusa.com

www.virginmobileusa.com

Visa USA, Inc.

(Contact your issuing bank first)

PO Box 194607

San Francisco, CA 94119-4607

Toll free: 1-800-847-2911

: askvisausa@visa.com

www.visa.com

Vonage

Customer Care

23 Main St.

Holmdel, NJ 07733

Toll free: 1-866-243-4357

www.vonage.com

The Vons Companies, Inc.

See: Safeway, Inc.

Toll free: 1-877-723-3929

www.vons.com

W

W Hotels

See: Starwood Hotels & Resorts 

Worldwide, Inc.

www.whotels.com

Walgreen Company

Consumer Relations

200 Wilmot Rd.

Deerfield, IL 60015

Toll free: 1-800-925-4733 (In-store)

Toll free: 1-877-250-5823 (Online)

www.walgreens.com

Wal-Mart Stores, Inc. 

Customer Relations

702 S.W. 8th St.

Bentonville, AR 72716-0117

479-273-4000

Toll free: 1-800-925-6278

Toll free: 1-800-966-6546 (Website 

Questions)

www.wal-mart.com

Walter Drake, Inc.

Customer Service

PO Box 3680

Oshkosh, WI 54903-3680

Toll free: 1-855-202-7393

TTY: 920-231-5506

www.wdrake.com
Corporate CONSUMER CON TAC TS

 SOCAP International Member 2012 Consumer Action Handbook 95

Corporate CONSUMER CONTACTS

Wegmans Food Markets

Consumer Affairs

1500 Brooks Ave.

PO Box 30844

Rochester, NY 14603-0844

Toll free: 1-800-934-6267

www.wegmans.com

Weight Watchers 

International 

Corporate Affairs

11 Madison Ave., 17th Floor

New York, NY 10010

Toll free: 1-800-651-6000

: customerservice@

weightwatchers.com

www.weightwatchers.com

Wells Fargo Company 

Customer Service F4008-080

800 Walnut St.

Des Moines, IA 50309

Toll free: 1-800-869-3557 (General)

TTY: 1-800-877-4833

www.wellsfargo.com 

Wendy’s International, Inc.

One Dave Thomas Blvd.

Dublin, OH 43017

614-764-3100 ext. 2032

Toll free: 1-800-443-7266

www.wendys.com

Western Union Financial 

Services, Inc.

Customer Service

PO Box 4430

Bridgeton, MO 63044

720-332-1000

Toll free: 1-800-325-6000

Toll free: 1-800-448-1492 (Fraud)

www.westernunion.com

Westin

See: Starwood Hotels & Resorts 

Worldwide, Inc.

914-640-8100

Toll free: 1-800-937-8461

www.westin.com

Whirlpool Corporation

Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll free: 1-800-688-2002

Toll free: 1-800-344-1274 (Maytag)

Toll free: 1-800-422-1230 

(KitchenAid)

: whirlpool_

customerexperience@whirlpool.

com

www.whirlpoolcorp.com

Whole Foods Markets, Inc.

550 Bowie St.

Austin, TX 78703

512-542-0878

: customer.questions@

wholefoods.com

www.wholefoods.com

Williams-Sonoma, Inc.

10000 Covington Cross Dr.

Las Vegas, NV 89144

702-360-7000

Toll free: 1-877-812-6235

: CustomerService@williamssonoma.com

www.williams-sonoma.com

Winn-Dixie Stores, Inc.

Customer Service

5050 Edgewood Ct.

Jacksonville, FL 32254

Toll free: 1-866-946-6349

: Svc_WDCustResp@winndixie.com

www.winn-dixie.com

Wrangler

Consumer Relations

PO Box 21488

Greensboro, NC 27420-1488

Toll free: 1-888-784-8571

: wranglerweb@vfc.com

www.wrangler.com

Wyndham Hotel Group

Customer Service

1910 8th Ave., NE

Aberdeen, SD 57401

Toll free: 1-800-347-7559

www.wyndhamworldwide.com

X

Xbox

See: Microsoft Corporation

Toll free: 1-800-469-9269

TTY: 1-866-740-9269

www.xbox.com

Xerox Corporation

Customer Relations

PO Box 4505

45 Glover Ave.

Norwalk, CT 06856

Toll free: 1-877-979-8498

: webmaster@xerox.com

www.xerox.com

Y

Yahoo! Inc.

Customer Care

701 First Ave.

Sunnyvale, CA 94089

Toll free: 1-866-562-7219 (Customer 

Care)

: cc-advoc@yahoo-inc.com

www.yahoo.com

YUM! Brands, Inc.

Customer Relations

1441 Gardiner Ln.

Louisville, KY 40213

Toll free: 1-800-544-5774

www.yum.com

Z

Zappos.com, Inc.

Customer Loyalty

2280 Corporate Circle, Suite 100

Henderson, NV 89074

Toll free: 1-800-927-7671

: cs@zappos.com

www.zappos.com

Zenith Electronics LLC

Customer Service

2000 Millbrook Dr.

Lincolnshire, IL 60069

Toll free: 1-877-993-6484

www.zenithservice.com
federal agencies

96 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Commission on Civil Rights

624 9th St., NW

Washington, DC 20425

202-376-8128 (Publications)

Toll free: 1-800-552-6843 (Complaint Referrals)

TTY: 202-376-8116 (Nationwide Complaint Referral)

: referrals@usccr.gov

www.usccr.gov 

The U.S. Commission on Civil Rights is an 

independent, bipartisan agency charged with 

monitoring federal civil rights enforcement.

Consumer Financial Protection Bureau 

(CFPB)

1500 Pennsylvania Ave., NW

Washington, DC 20220

202-435-7000

Toll free: 1-855-411-2372

TTY: 1-855-729-2372

: info@consumerfinance.gov

www.consumerfinance.gov

The CFPB ensures that financial products and 

services work for consumers. The Bureau helps 

consumers by providing educational materials and 

accepts complaints. They also supervise banks, credit 

unions, and other financial companies. CFPB also 

works to make credit card, mortgage, and other loan 

disclosures clearer so consumers can understand 

their rights and responsibilities.

Consumer Product Safety Commission 

(CPSC)

4330 East West Highway

Bethesda, MD 20814

Toll free: 1-800-638-2772 (CPSC Hotline; 8:00 am - 5:30 

pm, ET)

TTY: 1-800-638-8270

: info@cpsc.gov

www.cpsc.gov

www.recalls.gov (Government Recalls)

www.saferproducts.gov (Report product safety 

incidents, injuries or concerns)

The CPSC protects the public from unreasonable 

risks of serious injury or death from thousands of 

types of consumer products under its jurisdiction, 

including products that pose a fire, electrical, 

chemical, or mechanical hazard or can injure children.

DepartmentofAgriculture(USDA)

Center for Nutrition Policy and Promotion 

(CNPP)

3101 Park Center Dr., 10th Floor

Alexandria, VA 22302-1594

703-305-7600

www.cnpp.usda.gov

www.choosemyplate.gov

The CNPP works to improve the health and well-being 

of Americans by developing and promoting dietary 

guidance that links scientific research to the nutrition 

needs of consumers.

Foodand Nutrition Service (FNS)

3101 Park Center Dr.

Alexandria, VA 22302

703-305-2281

www.fns.usda.gov

FNS provides children and low-income people access 

to food, a healthful diet, and nutrition education.

General Information Line

1400 Independence Ave., SW

Washington, DC 20250

202-720-2791

www.usda.gov

This automated information line provides answers 

regarding USDA programs and activities.

Meat and Poultry Hotline

Food Safety and Inspection Service

Toll free: 1-888-674-6854 (10:00 am - 4:00 pm, ET, 

English and Spanish)

TTY: 1-800-256-7072

: mphotline.fsis@usda.gov

www.fsis.usda.gov

This toll free service helps prevent foodborne illness 

by answering questions about the safe storage,

handling, and preparation of meat, poultry, and egg 

products.

National Institute of Food and Agriculture 

1400 Independence Ave., SW

Mail Stop 2215

Washington, DC 20250-2215

202-720-7947

www.nifa.usda.gov

www.extension.org

NIFA responds to issues that are critical to daily life 

(health, nutrition, parenting, personal finances) by 

sharing, relevant research-based information through 

a network of county extension offices. The educators 

in extension offices conduct workshops, create, and 

distribute publications. To find your local Cooperative 

Extension office, consult the county government 

listings in your local telephone directory.

Contacting Federal Agencies

Many federal agencies have enforcement and/or complainthandling duties for products and services used by the general 

public. Others act for the benefit of the public, but do not resolve 

individual consumer problems. Agencies also create fact sheets, 

booklets, and websites that may be helpful when making purchase 

decisions or dealing with consumer problems. Some agencies 

provide timely information to citizens through profile pages on 

social media outlets, blogs, text messages, and news feeds. If you 

need help in deciding which federal agency to contact, check the 

index at the end of this book or call the Federal Citizen Information 

Center (FCIC) toll free at 1-800-FED-INFO (333-4636).
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 97

federal agencies

Federal Agencies

Departmentof Commerce(DOC)

Bureau of the Census

4600 Silver Hill Rd.

Washington, DC 20233

301-763-4636

Toll free: 1-800-923-8282

TTY: 1-800-877-8339

www.census.gov

Seafood Inspection Program

National Oceanic and Atmospheric Administration 

(NOAA)

1315 East West Highway, F/SI - Room 10837

Silver Spring, MD 20910

301-713-2355

Toll free: 1-800-422-2750

: NMFS.Seafood.Services@noaa.gov

www.seafood.nmfs.noaa.gov

NOAA oversees fisheries management in the United 

States and provides a voluntary inspection service to

the industry. The Seafood Inspection Program offers 

product quality evaluation, grading, and

certification services. NOAA provides official marks 

to eligible products, such as U.S. Grade A, Processed

Under Federal Inspection (PUFI) and Lot Inspection.

United States Patent and Trademark Office 

(USPTO)

PO Box 1450

Arlington, VA 22313-1450

Toll free: 1-800-786-9199

TTY: 571-272-9950

: usptoinfo@uspto.gov

www.uspto.gov

The USPTO grants patents for intellectual property 

and trademarks for brand names and symbols, 

protecting the rights of inventors and designers.

Weights & Measures Division(WMD)

National Institute of Standards and Technology

100 Bureau Dr., Stop 2600

Gaithersburg, MD 20899-2600

301-975-4004

: owm@nist.gov

www.nist.gov/owm

The WMD promotes uniformity in U.S. weights and 

measures laws, regulations, and standards to achieve

equity between buyers and sellers in the marketplace. 

DepartmentofEducation(ED)

TheEducation Publications Center(EDPUBS)

PO Box 22207

Alexandria, VA 22304

Toll free: 1-877-433-7827 (in English and Spanish)

TTY: 1-877-576-7734

: edpubs@edpubs.ed.gov

www.edpubs.gov

This office helps consumers identify and order free 

publications and resources from the U.S. Department

of Education.

Federal Student Aid Information Center

PO Box 84

Washington, DC 20044-0084

319-337-5665 

Toll free: 1-800-433-3243

TTY: 1-800-730-8913 (in English and Spanish)

: FederalStudentAidCustomerService@ed.gov

www.studentaid.ed.gov

Federal Student Aid provides over $150 billion in 

grants, work-study, and federal loans for students

attending career and trade schools, community 

colleges, and four-year colleges or universities. Visit 

the website to learn about planning and paying for 

your postsecondary education and to apply for federal

student aid. Also, the website provides federal 

student loan information such as descriptions of

repayment plans and actions to take if you are having 

trouble making loan payments.

Office for Civil Rights (OCR)

400 Maryland Ave., SW

Washington, DC 20202-1100 

202-245-6700

Toll free: 1-800-421-3481

TTY: 1-877-521-2172

: ocr@ed.gov

www.ed.gov/ocr

This office works to ensure equal access to education 

and resolve complaints of discrimination.

Officeofthe Inspector General(OIG)

400 Maryland Ave., SW

Washington, DC 20202-1500

Toll free: 1-800-647-8733

www2.ed.gov/about/offices/list/oig/hotline.html

The OIG Hotline is available for anyone suspecting 

fraud, waste, or abuse involving U.S. Department of 

Education funds or programs.

Officeof PostsecondaryEducation(OPE)

1990 K St., NW

Washington, DC 20006

202-502-7750

www2.ed.gov/about/offices/list/ope/index.html

www.ope.ed.gov/accreditation (Searchable 

Accreditation Database)

OPE develops programs to increase access to 

postsecondary education. This office works with 

state accreditation agencies to recognize institutions 

of higher learning that provide quality education.
federal agencies

98 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Office of Special Education and Rehabilitative 

Services (OSERS)

400 Maryland Ave., SW

Washington, DC 20202-2800

202-245-7468

Toll free: 1-800-872-5327

TTY: 202-205-4208

www.ed.gov/about/offices/list/osers/index.html

www.ed.gov/about/offices/list/osers/osep/

index.html (Office of Special Education Programs)

www.ed.gov/about/offices/list/osers/rsa/index.

html, (Rehabilitation Services Administration)

www.ed.gov/about/offices/list/osers/nidrr/

index.html (National Institute of

Disability & Rehabilitation Research)

OSERS provides a wide array of support to parents 

and individuals, school districts and states in 

three main areas: special education, vocational 

rehabilitation and research.

Office of Vocational and Adult Education 

(OVAE)

400 Maryland Ave., SW

Washington, DC 20202-7100

202-245-7700

: ovae@ed.gov

www2.ed.gov/about/offices/list/ovae/index.

html

OVAE administers and coordinates programs that are 

related to adult education and literacy, career and

technical education, and community colleges.

DepartmentofEnergy(DOE)

Public Affairs

1000 Independence Ave., SW

Washington, DC 20585

202-586-5575

Toll free: 1-800-342-5363

www.doe.gov

www.energy.gov/forconsumers.htm

Energy Efficiency and Renewable Energy 

(EERE)

Department of Energy, Mail Stop EE-1

Washington, DC 20585

202-586-9220

202-586-0303

Toll free: 1-877-337-3463

: eereic@ee.doe.gov

www.energysavers.gov

The EERE Information Center answers questions 

about EERE’s products, services, and technology

programs, and refers callers to the most appropriate 

EERE resources.

Department of Health and Human Services 

(HHS)

AIDS.gov

200 Independence Ave., SW

Room 443

Washington, DC 20201

Toll free: 1-800-458-5231

: info@cdcnpin.org

www.aids.gov

AIDS.gov works to increase HIV testing and care 

among people at-risk for living with HIV and AIDS.

HHS-TIPS Fraud Hotline

Office of Inspector General (OIG)

Attn: Hotline

PO Box 23489

Washington, DC 20026

Toll free: 1-800-447-8477

TTY: 1-800-377-4950

www.oig.hhs.gov

The mission of the Office of Inspector General (OIG) 

is to protect the integrity of HHS programs, as well as

the health and welfare of the beneficiaries of those 

programs.

National HealthInformation Center(NHIC)

PO Box 1133

Washington, DC 20013-1133

301-565-4167

Toll free: 1-800-336-4797

: info@nhic.org

www.health.gov/nhic

www.healthfinder.gov

www.healthfinder.gov/espanol (in Spanish)

NHIC is a health information referral service that links 

consumers and health professionals with

organizations best able to provide answers to their 

health-related questions. 

Office for Civil Rights (OCR)

200 Independence Ave., SW

Room 509F, HHH Building

Washington, DC 20201

Toll free: 1-800-368-1019

TTY: 1-800-537-7697

: OCRMail@hhs.gov

www.dhhs.gov/ocr

OCR protects you from discrimination in healthcare 

and social service programs. They educate 

communities about civil and health information 

privacy rights, and investigate violations of these rights.

Administrationfor Children & Families (ACF)

370 L’Enfant Promenade, SW

Washington, DC 20447

Toll free: 1-888-289-8442 (Fraud Alert Hotline)

www.acf.hhs.gov

The ACF funds state, territory, local, and tribal 

organizations to provide family assistance (welfare), 

child support, child care, Head Start, child welfare, 

and other programs relating to children and families.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 99

federal agencies

Federal Agencies

Child Welfare Information Gateway

Administration for Children & Families (ACF)

1250 Mayland Ave., SW, 8th Floor

Washington, DC 20024

Toll free: 1-800-394-3366 (8:30 am - 5:30 pm, ET)

: info@childwelfare.gov

www.childwelfare.gov

Child Welfare Information Gateway connects child 

welfare and related professionals to comprehensive

information and resources to help protect children 

and strengthen families.

National Runaway Switchboard(NRS)

Administration for Children & Families (ACF)

3080 N. Lincoln Ave.

Chicago, IL 60657

773-880-9860

Toll free: 1-800-786-2929 (24 hrs./7 days a week)

: info@1800RUNAWAY.org

www.1800runaway.org

www.facebook.com/1800RUNAWAY.org

(Information for youth and teens)

NRS helps keep America’s runaway and at-risk

youth safe and off the streets. The organization 

serves as the federally designated national 

communication system for runaway and homeless 

youth.

Officeof Child SupportEnforcement(OCSE)

Administration for Children & Families (ACF)

370 L’Enfant Promenade, SW

Washington, DC 20447

202-401-9373

www.acf.hhs.gov/programs/cse

The OCSE assures that assistance in obtaining 

support (both financial and medical) is available to

children through locating parents, establishing 

paternity and support obligations, and enforcing 

those obligations.

AdministrationonAging(AoA)

One Massachusetts Ave., NW

Washington, DC 20001

202-619-0724

: aoainfo@aoa.hhs.gov

www.aoa.gov

AoA is the Federal focal point and advocate agency 

for older persons and their concerns. In this role, AoA

works to heighten awareness among other Federal 

agencies, organizations, groups, and the public about

the valuable contributions that older Americans make 

to the nation. AoA also alerts others to the needs of

vulnerable older people. Through information, referral 

and outreach efforts at the community level, AoA

seeks to educate older people and their caregivers 

about the benefits and services available to help them.

Eldercare Locator

Administration on Aging (AoA)

Toll free: 1-800-677-1116 (M-F, 9:00 am-8:00 pm, ET)

TTY: 1-800-677-1116

: eldercarelocator@n4a.org

www.eldercare.gov

The Eldercare Locator is the first step to finding 

resources for older adults in any U.S. community. It is 

a free national service of the Administration on Aging 

that provides an instant connection to resources that

enable older persons to live independently in their 

communities and offers support for caregivers. The

Eldercare Locator is administered by The National 

Association of Area Agencies on Aging.

Centers for Disease Control and Prevention 

(CDC)

1600 Clifton Rd.

Atlanta, GA 30333

Toll free: 1-800-232-4636 (24 hrs./7 days a week)

TTY: 1-888-232-6348

: cdcinfo@cdc.gov

www.cdc.gov

www.cdc.gov/spanish (in Spanish)

CDC collaborates to create the expertise, information, 

and tools that people and communities need to

protect their health through health promotion, 

prevention of disease, injury and disability, and

preparedness for new health threats.

CDC National STD Hotline

Centers for Disease Control and Prevention (CDC)

Toll free: 1-800-232-4636 (24 hrs./7 days a week, in 

English and Spanish)

TTY: 1-888-232-6348 (in English and Spanish)

: cdcinfo@cdc.gov

www.cdc.gov/std

www.cdc.gov/std/Spanish (in Spanish)

HIV/AIDS Prevention

Centers for Disease Control and Prevention (CDC)

Toll free: 1-800-232-4636 (24 hrs./7 days a week, in 

English and Spanish)

TTY: 1-888-232-6348

: cdcinfo@cdc.gov

www.cdc.gov/hiv

www.cdc.gov/hiv/spanish (in Spanish)

The Division of HIV/AIDS Prevention provides 

national leadership and support for HIV prevention 

research and the development, implementation, 

and evaluation of evidence-based HIV prevention 

programs serving persons affected by, or at risk for, 

HIV infection.
federal agencies

100 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Centers for Medicare & Medicaid Services 

(CMS)

Office of External Affairs

7500 Security Blvd.

Baltimore, MD 21244-1850

Toll free: 1-800-447-8477 (Medicare Fraud Hotline)

TTY: 1-877-486-2048

www.cms.gov

www.medicare.gov

The Medicare Service Center answers your questions 

about Medicare topics, manages your orders of

Medicare publications, provides detailed information 

about the Medicare managed care plans in your area,

shares Medicare health plan quality and customer 

satisfaction information. Contact the Center to obtain

the phone number to your state Medicaid office.

FoodandDrugAdministration(FDA)

10903 New Hampshire Ave.

Silver Spring, MD 20993

Toll free: 1-888-463-6332

www.fda.gov

The FDA is responsible for protecting the public 

health by assuring the safety, efficacy, and security of

human and veterinary drugs, biological products, 

medical devices, our nation’s food supply, cosmetics,

and products that emit radiation. The FDA also 

provides accurate, science-based health information 

to the public.

Center for Food Safety and Applied Nutrition 

InformationLine (CFSAN)

Food and Drug Administration (FDA)

Outreach and Information Center

5100 Paint Branch Parkway, HFS-009

College Park, MD 20740

Toll free: 1-888-723-3366 (M-F, 10:00 am-4:00 pm, ET)

www.fda.gov/Food

The CFSAN Information Line is a general information 

line for questions pertaining to food safety and

applied nutrition.

NationalInstitutesofHealth(NIH)

9000 Rockville Pike

Bethesda, MD 20892

301-496-4000

TTY: 301-402-9612

: NIHinfo@od.nih.gov

www.nih.gov

www.salud.nih.gov (in Spanish)

The National Institutes of Health (NIH) is the primary federal 

agency for conducting and supporting medical research.

AIDSinfo

National Institutes of Health (NIH)

PO Box 6303

Rockville, MD 20849-6303

301-315-2816

Toll free: 1-800-448-0440 (12:00 pm - 5:00 pm, ET, in 

English and Spanish)

TTY: 1-888-480-3739

: ContactUs@aidsinfo.nih.gov

www.aidsinfo.nih.gov

www.aidsinfo.nih.gov/infoSIDA (in Spanish)

www.aidsinfo.nih.gov/LiveHelp/default.aspx

(Real time, online assistance M-F, 12:00 pm - 4:00 pm 

ET. Spanish-speaking agents available)

AIDSinfo offers the latest federally approved 

information on HIV/AIDS clinical research, treatment 

and prevention, and medical practice guidelines 

for people living with HIV/AIDS, their families 

and friends, health care providers, scientists, and 

researchers.

National CancerInstitute (NCI)

National Institutes of Health (NIH)

NCI Office of Communications and Education

6116 Executive Blvd., Suite 300

Bethesda, MD 20892-8322

Toll free: 1-800-422-6237 (M-F, 8 :00am - 8:00 pm ET, 

English and Spanish)

: cancergovstaff@mail.nih.gov

www.cancer.gov

www.cancer.gov/espanol (in Spanish)

cissecure.nci.nih/livehelp/welcome.asp (Live 

help online chat, M-F, 8:00 am - 11:00 pm)

NCI coordinates the National Cancer Program, which 

conducts and supports research, training, health 

information dissemination, and other programs with 

respect to the cause, diagnosis, prevention, and treatment 

of cancer, rehabilitation from cancer, and the continuing 

care of cancer patients and the families of cancer patients.

National Institute of Allergy and Infectious 

Diseases (NIAID)

6610 Rockledge Dr.

MSC 6612

Bethesda, MD 20892-6612

301-496-5717

Toll free: 1-866-284-4107

TTY: 1-800-877-8339

: ocpostoffice@niaid.nih.gov

www.niaid.nih.gov

NIAID provides health information on allergic, 

infectious, and immunologic diseases. Diseases 

include food allergy, sinusitis, and genital herpes. 

Consumers can call or write to the institute with 

questions and can order publications over the phone 

or on the website. 
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 101

federal agencies

Federal Agencies

NationalInstituteof Mental Health(NIMH)

National Institutes of Health (NIH)

6001 Executive Blvd.

Room 8184, MSC 9663

Bethesda, MD 20892-9663

301-443-4513

Toll free: 1-866-615-6464

TTY: 301-443-8431, 1-866-415-8051

: nimhinfo@nih.gov

www.nimh.nih.gov

NIMH is the federal agency that conducts and 

supports research that seeks to understand, 

treat, and prevent mental illness. Contact NIMH 

for information on the symptoms, diagnosis and 

treatment of mental disorders, clinical trials and 

research. A publications ordering system is available 

on the NIMH website. Some publications are available 

in Spanish.

DepartmentofHomeland Security(DHS)

202-282-8000

www.dhs.gov

Transportation Security Administration(TSA)

601 S. 12th St.

Arlington, VA 20598-6002

Toll free: 1-866-289-9673

: TSA-ContactCenter@dhs.gov

www.tsa.gov

The TSA can assist you with questions or concerns 

about travel tips, permitted and prohibited items, and

information on filing a claim for items that were 

damaged or lost during a TSA screening.

U.S. CitizenshipandImmigration Services

(USCIS)

Information and Customer Service Division

111 Massachusetts Ave., NW

MS 2260

Washington, DC 20529-2260

Toll free: 1-800-375-5283 (National Customer Service 

Center, M-F, 8:00 am - 8:00 pm, ET)

TTY: 1-800-767-1833

www.uscis.gov

www.uscis.gov/portal/site/uscis-es (in Spanish)

The USCIS is responsible for processing immigration 

and naturalization applications and establishing

policies regarding immigration services.

U.S. Customs and Border Protection

1300 Pennsylvania Ave., NW

Washington, DC 20229

703-526-4200

Toll free: 1-877-227-5511

TTY: 1-866-880-6582

www.cbp.gov

CBP prevents individuals from entering the country 

illegally or bringing harmful and illegal substances 

into the U.S. They also protect agricultural products 

from pests and American businesses from theft of 

their intellectual property.

Federal Emergency Management Agency 

(FEMA)

500 C St., SW

Washington, DC 20472

Toll free: 1-800-621-3362

TTY: 1-800-462-7585

www.fema.gov

www.fema.gov/esp (in Spanish)

www.ready.gov (Disaster Preparedness)

www.listo.gov (Disaster Preparedness, in Spanish)

www.disasterassistance.gov (Disaster 

Assistance)

FEMA supports citizens and emergency personnel 

to build, sustain, and improve the nation’s capability to

prepare for, protect against, respond to, recover from, 

and mitigate all hazards.

FEMA Disaster Assistance

PO Box 10055

Hyattsville, MD 20782-8055

Toll free: 1-800-621-3362

TTY: 1-800-462-7585

www.fema.gov/assistance

www.disasterassistance.gov

FEMA Disaster Assistance provides information 

about how you can get help before, during, or after 

a disaster and apply for assistance from the federal 

government. This office also provides information 

to help you prepare for, respond to, and recover from 

disasters.

NationalFloodInsurance Program(NFIP)

Federal Emergency Management Agency

500 C St., SW

Washington, DC 20472

Toll free: 1-888-379-9531

TTY: 1-800-427-5593

: FloodSmart@dhs.gov

www.floodsmart.gov

NFIP provides a means for property owners to 

financially protect themselves. The NFIP offers flood 

insurance to homeowners, renters, and business 

owners if their community participates in the NFIP.

Department of Housing and Urban 

Development(HUD)

Office of Fair Housing and Equal Opportunity 

(FHEO)

451 7th St., SW, Room 5204

Washington, DC 20410-2000

202-708-4252

Toll free: 1-800-669-9777 (Complaints Hotline)

TTY: 1-800-927-9275

www.hud.gov/complaints/housediscrim.cfm

www.hud.gov/offices/fheo

FHEO enforces federal laws and establishes policies 

that make sure all Americans have equal access to

the housing of their choice. If you believe that you 

have been the victim of housing discrimination, file a

complaint with this office.
federal agencies

102 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Department of Housing

451 7th St., SW

Washington, DC 20410

portal.hud.gov/portal/page/portal/HUD/

program_offices/housing

The Department of Housing provides public services 

through its nationally administered programs. 

It oversees the Federal Housing Administration 

mortgage inusrance program and regulates the 

housing industry business.

Federal Housing Administration(FHA)

451 7th St., SW

Washington, DC 20410

Toll free: 1-800-225-5342

TTY: 1-877-833-2483

: info@fhaoutreach.com

portal.hud.gov

FHA provides mortgage insurance on single-family, 

multifamily, manufactured home, and hospital loans

made by FHA-approved lenders throughout the 

United States and its territories.

Office of Interstate Land Sales

451 7th St., SW, Room 9146

Washington, DC 20410

202-708-0502

Toll free: 1-800-225-5342

TTY: (202) 708-1455

: hsg-respa@hud.gov

www.hud.gov/complaints/landsales.cfm

The Interstate Land Sales program protects 

consumers from fraud and abuse when buying or 

selling land from developers.

Office of Manufactured Housing Programs

451 7th St., SW, Room 9164

Washington, DC 20410-8000

202-708-6423

Toll free: 1-800-927-2891

TTY: 202-708-1455

: mhs@hud.gov

www.hud.gov/offices/hsg/sfh/mhs/mhshome.

cfm 

The Manufactured Housing Program is a consumer 

protection program that regulates the construction of

certain factory-built housing units called 

“manufactured homes”. HUD works with 37 states to 

respond to consumer complaints.

DepartmentoftheInterior(DOI)

Fish and Wildlife Service

1849 C St., NW

Washington, DC 20240

202-208-5634 (Public Affairs routes all calls from here)

Toll free: 1-800-344-9453

www.fws.gov

The Fish and Wildlife Service works to conserve, 

protect and enhance fish, wildlife and plants and their

habitats.

National Park Service (NPS)

1849 C St., NW

Room 7012

Washington, DC 20240

202-208-6843 (Public Affairs routes all calls from here)

www.nps.gov

www.recreation.gov (Federal recreational activities 

and reservations)

NPS preserves the nation’s national parks and 

historic landmarks so that individuals may enjoy 

the natural environment for years to come. You 

can explore federal parks, forests, museums and 

other recreation sites, and make reservations for an 

upcoming visit.

DepartmentofJustice(DOJ)

Americans with Disabilities Act(ADA)

Information Line

950 Pennsylvania Ave., NW

Disability Rights Section–NYAV

Washington, DC 20530

Toll free: 1-800-514-0301 (M-W, F 9:00 am-5:30 pm, ET, 

T 12:30 pm-5:30 pm, ET)

TTY: 1-800-514-0383

www.ada.gov

This service permits businesses, state and local 

governments, or others to call and ask questions 

about general or specific ADA requirements 

including questions about the ADA Standards for 

Accessible Design.

U.S. Trustee Program

Executive Offices for U.S. Trustees

20 Massachusetts Ave., NW

Suite 8000

Washington, DC 20530

202-307-1399

: ustrustee.program@usdoj.gov

www.justice.gov/ust

www.justice.gov/ust/eo/bapcpa/ccde/cc_

approved.htm

The Trustee Program protects the integrity of the 

federal bankruptcy system. The Program monitors 

the conduct of bankruptcy parties and private estate 

trustees. It also identifies and helps investigate 

bankruptcy fraud and abuse.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 103

federal agencies

Federal Agencies

DepartmentofLabor(DOL)

Employee Benefits Security Administration 

(EBSA)

Department of Labor

200 Constitution Ave., NW

Office of Participant Assistance, Room N5623

Washington, DC 20210

Toll free: 1-866-444-3272

TTY: 1-877-889-5627

www.dol.gov/ebsa

www.askebsa.dol.gov

The EBSA provides information and assistance on 

private sector, employer-sponsored retirement benefit

and health benefit plans. The agency educates plan 

participants, beneficiaries, and sponsors to insure 

that they have access to documents related to their 

benefit plan.

Job Corps

200 Constitution Ave., NW

Suite N4463

Washington, DC 20210

202-693-3000

Toll free: 1-800-733-5627

: national_office@jobcorps.gov

www.jobcorps.gov

Job Corps is a no-cost education and vocational 

training program that helps young people (ages 

16 to 24) improve the quality of their lives through 

vocational and academic training.

National Contact Center

Department of Labor

Toll free: 1-866-487-2365

TTY: 1-877-889-5627

www.dol.gov

Occupational Safety and Health Administration 

(OSHA)

Department of Labor

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-800-321-6742

TTY: 1-877-889-5627

www.osha.gov

OSHA ensures safe and healthful working conditions 

for working men and women by setting and enforcing 

standards and by providing training, outreach, 

education and assistance. 

Officeof DisabilityEmployment Policy(ODEP)

Department of Labor

200 Constitution Ave., NW, Room S1303

Washington, DC 20210

202-693-7880

Toll free: 1-866-633-7365

TTY: 202-693-7881 or 1-877-889-5627

www.dol.gov/odep

www.disability.gov

ODEP works to create policies to ensure that people 

with disabilities are fully integrated in the workforce.

Veteran’s Employment and Training Service 

(VETS)

Department of Labor

200 Constitution Ave., NW, Room S1325

Washington, DC 20210

Toll free: 1-866-487-2365

TTY: 1-877-889-5627

www.dol.gov/vets

VETS provides resources to prepare and assist 

veterans obtain meaningful careers and maximize 

their employment opportunities.

Departmentof State(DOS)

American Citizens Services and Crisis

Management

Department of State

2201 C St., NW

Washington, DC 20520

202-501-4444

Toll free: 1-888-407-4747 (within U.S.)

www.travel.state.gov/travel

Contact the State Department for help with 

emergencies and non-emergencies affecting private 

Americans abroad. 

National PassportInformation Center(NPIC)

Toll free: 1-877-487-2778

TTY: 1-888-874-7793

www.travel.state.gov/passport

Contact the NPIC for information on U.S. passports, 

including the status of pending applications, as well

as the locations of the over 4,500 passport acceptance 

facilities.

Visa Services

Washington, DC 20520

202-663-1225 (M-F, 8:30 am - 5:00 pm, ET)

Emergency after hours: 202-647-1512

: nvcinquiry@state.gov

www.travel.state.gov/visa

Contact Visa Services for information on U.S. visas 

for foreigners.

Departmentof Transportation(DOT)

Aviation Consumer Protection Division(ACPD)

Office of Aviation Enforcement and Proceedings

1200 New Jersey Ave., SE

Washington, DC 20590

202-366-2220 (Airline Service Complaints)

Toll free: 1-800-778-4838 (Air travelers with disabilities 

hotline)

TTY: 202-366-0511; Toll free: 1-800-455-9880

: airconsumer@dot.gov

airconsumer.ost.dot.gov/problems.htm

airconsumer.ost.dot.gov/spanish (in Spanish)

The ACPD receives complaints from members of the 

public regarding air travel consumer issues. It verifies

compliance with the Department’s aviation consumer 

protection requirements and provides guidance to

the industry and members of the public on consumer 

protection matters. 
federal agencies

104 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Federal Aviation Administration(FAA)

800 Independence Ave., SW

Washington, DC 20591

202-366-4000

Toll free: 1-866-835-5322

www.faa.gov

The FAA works to ensure that all air travel is safe.

Federal Motor Carrier Safety Administration 

(FMCSA)

1200 New Jersey Ave., SE

Suite W60-300

Washington, DC 20590

202-366-2519

Toll free: 1-800-832-5660 (FMCSA Information Line)

TTY: 1-800-877-8339

www.fmcsa.dot.gov

www.protectyourmove.gov (Interstate moving 

information)

The FMCSA provides information about your rights 

when moving across state lines (interstate moves).

Consumers should submit household goods 

commercial complaints or dangerous safety 

violations involving a commercial truck or bus 

(including charter buses) to this agency.

National Highway Traffic Safety 

Administration(NHTSA)

1200 New Jersey Ave., SE

West Building

Washington, DC 20590

Toll free: 1-888-327-4236 (Vehicle Safety Hotline)

TTY: 1-800-424-9153

www.nhtsa.dot.gov

NHTSA wants to hear from consumers regarding 

potential defects in their cars. NHTSA’s hotline has

information on safety recalls, crash test ratings, child 

safety seats; bicycles; air bags; and impaired and 

distracted driving prevention.

Department of the Treasury

Bureau of the Public Debt

Treasury Direct

PO Box 7015

Parkersburg, WV 26106-7015

Toll free: 1-800-722-2678

www.publicdebt.treas.gov

www.treasurydirect.gov

This agency borrows moneys to make sure that the 

federal government continues to operate. You can

contact them to purchase bonds or to check on the 

maturity of bonds you have already purchased.

Internal Revenue Service (IRS)

Toll free: 1-800-829-1040 (Help for individuals)

Toll free: 1-800-829-4933 (Help for businesses)

TTY: 1-800-829-4059

www.irs.gov

Free tax help is available from the Internal Revenue 

Service at www.IRS.gov 24 hours a day, seven days a

week. Numerous on-line applications, resources and 

taxpayer assistance services are available. Learn

about electronic filing options, look up the status of 

your refund, print tax forms and instructions,

look for preparers who can electronically file tax 

returns and find ways to connect with the IRS through

New Media. If your personal tax questions require 

face-to-face assistance you may visit the Taxpayer

Assistance Centers closest to you. Locations are 

listed on www.irs.gov.

Officeofthe Comptrollerofthe Currency(OCC)

Customer Assistance Group

1301 McKinney St., Suite 3450

Houston, TX 77010

Toll free: 1-800-613-6743 (M-F, 7:00 am-7:00 pm CST)

TTY: 713-658-0340

www.helpwithmybank.gov

The Office of the Comptroller of the Currency 

charters, regulates, and supervises all national 

banks. The OCC also supervises federal savings 

associations (thrifts) and the federal branches and 

agencies of foreign banks.

United States Mint

Customer Service Center

2799 Reeves Rd.

Plainfield, IN 46168

202-756-6468

TTY: 1-888-321-6468 (M-F, 8:30 am - 5:00 pm, ET)

www.usmint.gov

The Mint produces the the coins that circulate 

throughout the US. They also produce special edition

coinage that can be purchased for coin collections.

DepartmentofVeteransAffairs (VA) 

1722 I St., NW

Washington , DC 20421

Toll free: 1-800-827-1000

TTY: 1-800-829-4833

www.va.gov

The VA oversees and administers benefits for 

veterans and their families. Some programs include 

home loans, life insurance policies, financing 

education through the GI bill, job training, and health 

resources. For more information about VA medical 

care or benefits, write, call or visit your nearest VA 

facility.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 105

federal agencies

Federal Agencies

National Cemetery Administration(NCA)

810 Vermont Ave., NW

Washington, DC 20420

202-461-6240

TTY: 1-800-829-4833

www.cem.va.gov

Contact the NCA for information about burials, 

headstones or markers, the State Cemetery Grants

Program, and presidential memorial certificates for 

veterans.

Veterans Benefits Administration(VBA)

810 Vermont Ave., NW

Washington, DC 20420

202-461-9763 (Publications only)

Toll free: 1-800-827-1000

TTY: 1-800-829-4833

www.vba.va.gov/VBA

The VBA helps veterans receive benefits, such as 

educational and financial resources.

Veterans Health Administration(VHA)

810 Vermont Ave., NW

Washington, DC 20420

Toll free: 1-877-222-8387

www.va.gov/health (Veteran health resources)

VHA serves the needs of America’s veterans by 

providing primary care, specialized care, and related

medical and social support services.

Environmental ProtectionAgency(EPA)

Energy Star Program

1200 Pennsylvania Ave., NW

Room 6202J

Washington, DC 20460

703-412-3086

Toll free: 1-888-782-7937

: hotline@energystar.gov

www.energystar.gov

The ENERGY STAR label is awarded to products for 

the home and office that are highly energy-efficient.

The program encourages the use of energy-efficient 

products that both protect the environment and save

consumers money.

Indoor Environments Division

1200 Pennsylvania Ave., NW

Mail Code 6609J

Washington, DC 20460

202-343-9370

Toll free: 1-800-438-4318

: IAQINFO@aol.com

www.epa.gov/iaq/iaqxline.html

This agency is a central source of information on 

indoor air quality. It is responsible for implementing 

the Indoor Environments Program, a voluntary (nonregulatory) program to address indoor air pollution.

National Pesticide Information Center

Toll free: 1-800-858-7378 (6:30 am - 4:30 pm, PT)

: npic@ace.orst.edu

www.npic.orst.edu

A service that provides objective, science-based 

information about a wide variety of pesticide-related

subjects, including pesticide products, pesticide 

poisonings, toxicology, and environmental chemistry.

National Service Center for Environmental 

Publications (NSCEP)

PO Box 42419

Cincinnati, OH 45242-0419

Toll free: 1-800-490-9198

: nscep@bps-lmit.com

www.epa.gov/nscep

NSCEP distributes EPA’s publications to the public. 

Consumers can order copies by phone and mail or

download digital versions of the publications.

Safe Drinking Water Hotline

1200 Pennsylvania Ave., NW, 4606M

Washington, DC 20460

703-412-3330

Toll free: 1-800-426-4791 (10:00 am - 4:00 pm, ET, in 

English and Spanish)

www.epa.gov/safewater/hotline

The Office of Ground Water and Drinking Water 

helps protect public health by ensuring safe drinking 

water and protecting ground water.

Equal Employment Opportunity 

Commission(EEOC)

131 M St., NE

Washington, DC 20507

202-663-4900

Toll free: 1-800-669-4000

TTY: 202-663-4494

: info@eeoc.gov

www.eeoc.gov

The EEOC enforces laws that make discrimination 

illegal in the workplace. The commission oversees all

types of work situations including hiring, firing, 

promotions, harassment, training, wages, and 

benefits.

Federal Communications Commission 

(FCC)

Consumer Center

445 12th St., SW

Washington, DC 20554

Toll free: 1-888-225-5322

TTY: 1-888-835-5322

: fccinfo@fcc.gov

www.fcc.gov/cgb

FCC accepts public inquiries, informal complaints, 

and questions regarding cable, radio, satellite, 

telephone, television and wireless services.
federal agencies

106 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

Wireless Telecommunications Bureau(WTB)

445 12th St., SW

Washington, DC 20554

Toll free: 1-877-480-3201

TTY: 717-338-2824

wireless.fcc.gov

The WTB handles the majority of FCC’s wireless 

telecommunication programs. They provide 

guidance for consumers about selecting wireless 

communication providers and products.

Federal Deposit Insurance Corporation 

(FDIC) 

Division of Depositor and Consumer Protection

Consumer Response Center

1100 Walnut St., Box #11

Kansas City, MO 64106

Toll free: 1-877-275-3342

TTY: 1-800-925-4618

www.fdic.gov

www2.fdic.gov/STARSMAIL/index.asp (Online 

Consumer Assistance Form)

FDIC responds to questions about federal deposit 

insurance coverage and handles complaints and

inquiries about FDIC-insured state banks which are 

not members of the Federal Reserve System.

FederalMaritime Commission(FMC)

800 N. Capitol St., NW

Washington, DC 20573

202-523-5807

: Complaints@fmc.gov

www.fmc.gov

FMC assists consumers engaged in disputes 

with transporting carriers, ocean transportation 

intermediaries and cruise operators.

Federal Reserve System

Federal Reserve Consumer Help

PO Box 1200

Minneapolis, MN 55480

Toll free: 1-888-851-1920 (8:00 am - 6:00 pm, CT)

TTY: 1-877-766-8533 (8:00 am - 6:00 pm, CT)

: consumerhelp@federalreserve.gov

www.federalreserveconsumerhelp.gov

This division receives and tracks consumer 

complaints and questions regarding practices by 

banks and other financial institutions supervised 

by the Board of Governors of the Federal Reserve 

System.

Federal Trade Commission(FTC)

Bureau of Consumer Protection 

Consumer Response Center

600 Pennsylvania Ave., NW

Washington, DC 20580

Toll free: 1-877-382-4357

TTY: 1-866-653-4261

www.ftc.gov

www.OnGuardOnline.gov (Online security tips)

www.Admongo.gov (Advertising literacy for kids)

The FTC works for the consumer to prevent 

fraudulent, deceptive, and unfair business practices 

in the marketplace and to provide information to 

help consumers spot, stop, and avoid them. To file 

a complaint or to get free information on consumer 

issues, visit the website or call the toll free number 

above. The FTC records consumer complaints 

(Internet, telemarketing, identity theft, and other 

fraud-related complaints) into the Consumer Sentinel 

Network, a secure, online database and investigative 

tool available to hundreds of civil and criminal law 

enforcement agencies.

General ServicesAdministration(GSA) 

Federal CitizenInformation Center(FCIC)

1275 1st St., NE

11th Floor

Washington, DC 20417

To order the Consumer Information Catalog send your 

name and address to: Catalog, Pueblo, CO 81009

202-501-1794

Toll free: 1-800-333-4636

www.USA.gov (the U.S. government’s official web 

portal)

www.GobiernoUSA.gov (USA.gov in Spanish)

www.Publications.USA.gov

www.kids.gov (government websites for kids)

FCIC publishes the free, quarterly Consumer 

Information Catalog, which lists nearly 200 free and lowcost Federal booklets on a wide variety of consumer 

topics, and maintains a family of websites to help 

provide free, timely and useful information to citizens. 

Consumers can get the information they need in 

three ways: through printed publications at www.

Publications.USA.gov, by calling toll free 1-800-FEDINFO (333-4636), or by visiting 

www.USA.gov, the U.S. government’s official web 

portal. You can also follow FCIC on social media 

on Facebook: www.facebook.com/USAgov and on 

Twitter: @USAgov.

Surplus Federal Property Sales

: gsaauctionshelp@gsa.gov

Toll free: 1-800-333-7472

www.gsaauctions.gov

GSA helps federal agencies dispose of unneeded 

property by selling directly to the public. It sells

personal property, real estate, and vehicles to the 

public through online auctions.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 107

federal agencies

Federal Agencies

National CouncilonDisability(NCD)

1331 F St., NW

Suite 850

Washington, DC 20004

202-272-2004

TTY: 202-272-2074

: ncd@ncd.gov

www.ncd.gov

The NCD is an independent federal agency making 

recommendations to the President and Congress on

policies affecting Americans with disabilities. NCD 

works to empower individuals with disabilities and to

promote equal opportunity.

National Credit Union Administration 

(NCUA)

1775 Duke St.

Alexandria, VA 22314-3428

703-518-6300

Toll free: 1-800-827-9650 (Fraud Hotline)

: consumerassistance@ncua.gov

www.ncua.gov

NCUA is the federal agency that charters and 

supervises federal credit unions and insures savings 

in federal and most state-chartered credit unions 

across the country through the National Credit Union 

Share Insurance Fund.

Officeof PersonnelManagement(OPM)

1900 E St., NW

Washington, DC 20415

202-606-1800

TTY: 202-606-2532

: general@opm.gov

www.opm.gov

www.usajobs.gov (Federal employment 

opportunities)

OPM manages the civil service of the federal 

government, coordinates recruiting of new 

government employees, and manages their health 

insurance and retirement benefits programs. OPM 

also provides resources for locating student jobs, 

summer jobs, scholarships, and internships.

Pension Benefit Guaranty Corporation 

(PBGC)

Customer Contact Center

PO Box 151750

Alexandria, VA 22315-1750

Toll free: 1-800-400-7242

TTY: 1-800-877-8339 

: mypension@pbgc.gov

www.pbgc.gov

The PBGC protects the retirement incomes of 

workers in private sector defined pension benefit 

plans. When you call, it helps to have your social 

security number and your plan’s name or number.

Securities and Exchange Commission 

(SEC) 

Office of Investor Education and Advocacy 

(OIEA)

100 F St., NE

Washington, DC 20549-0213

Toll free: 1-800-732-0330

: help@sec.gov

www.investor.gov (Investor information)

www.sec.gov/complaint.shtml (Complaint form)

The SEC’s Office of Investor Education and Advocacy 

serves individual investors and is ready to assist 

you in resolving your complaints and answering 

questions. OIEA’s website, www.investor.gov, is

an online resource to help you invest wisely and avoid 

fraud.

Small BusinessAdministration(SBA)

409 3rd St., SW, Suite 7600

Washington, DC 20416

202-205-6740

Toll free: 1-800-827-5722 (Information)

TTY: 704-344-6640

: answerdesk@sba.gov

www.sba.gov

The SBA helps Americans start, build and grow 

businesses. Through an extensive network of field 

offices and partnerships the SBA aids, counsels, 

assists and protects the interests of small business 

concerns.

Social SecurityAdministration(SSA)

Office of Public Inquiries

6401 Security Blvd.

Baltimore, MD 21235

Toll free: 1-800-772-1213

TTY: 1-800-325-0778 (M-F, 7:00 am - 7:00 pm, ET)

www.socialsecurity.gov

www.socialsecurity.gov/espanol (in Spanish)

The Social Security Administration provides 

retirement, survivors and disability benefits, as well as

administers Supplemental Security Income (SSI) 

payments.
federal agencies

108 www.USA.gov  Provided financial support for the publication of the Consumer Action Handbook.

U.S. Commodity Futures Trading 

Commission(CFTC)

Office of External Affairs

Three Lafayette Center

1155 21st St., NW

Washington, DC 20581

202-418-5000

TTY: 202-418-5514

: questions@cftc.gov

www.cftc.gov

CFTC protects market users and the public from 

fraud, manipulation, and abusive practices related 

to the sale of commodity and financial futures 

and options, and to foster open, competitive, and 

financially sound futures and option markets. In 

pursuit of its mission, the CFTC investigates and 

prosecutes commodities fraud, including foreign 

currency schemes, energy manipulation and hedge 

fund fraud, and works with other federal and state 

agencies to bring criminal and other actions.

The CFTC also engages in public education and 

outreach by participating in consumer groups and 

issuing Consumer Advisories and other educational 

materials.

U.S. Postal Service(USPS)

Toll free: 1-800-275-8777

usps.com

The USPS is the federal agency responsible for the 

delivery of mail across the nation. You can visit your 

local post office to ship packages, purchase money 

orders, and apply for a passport (at select locations. 

The USPS has also made many of their services 

available online, such as purchasing and printing 

postage, tracking packages, and changing your 

address.

United States Postal Inspection Service

Attn: Mail Fraud

222 S. Riverside Plaza, Suite 1250

Chicago, IL 60606-6100

Toll free: 1-877-876-2455

postalinspectors.uspis.gov

If you believe you have been the victim of a crime 

involving the U.S. mail or need assistance with postalrelated problems of a law enforcement nature, you 

should contact your nearest Postal Inspection 

Service office. Addresses and telephone numbers 

can be found in the government pages of your 

telephone book or by visiting the Postal Inspection 

Service website.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 109

National Consumer ORGANI ZATIONS

National Consumer ORGANIZATIONS

AARP

601 E. St., NW

Washington, DC 20049

Toll free: 1-888-687-2277

Toll free: 1-800-646-2283 (Fraud 

Fighter Hotline)

TTY: 1-877-434-7589

: member@aarp.org

www.aarp.org

AARP is committed to addressing 

the consumer problems and 

issues that affect the financial 

security of people 50 years and 

older. Through advocacy at the 

federal and state levels, AARP 

works to make the marketplace 

safer for all consumers. AARP 

also employs a variety of 

strategies to help AARP members 

protect themselves from fraud and 

deceptive practices.

American Council on 

ConsumerInterests (ACCI)

5100 E. Vogel Rd., Suite 202

Evansville, IN 47715

812-470-1985

: information@

consumerinterests.org

www.consumerinterests.org

ACCI is a consumer policy 

research and education 

organization consisting of a worldwide community of researchers, 

educators, and related 

professionals.

American Council on 

ScienceandHealth(ACSH)

1995 Broadway, Suite 202

New York, NY 10023-5860

212-362-7044

: acsh@acsh.org

www.acsh.org

A nonprofit public education 

group, ACSH provides consumers 

with up-to-date, scientifically 

sound information on the 

relationship among human health 

and chemicals, foods, lifestyles, 

and the environment. Booklets 

and special reports on 

a variety of topics are available.

CenterforAutoSafety(CAS)

1825 Connecticut Ave., NW

Suite 330

Washington, DC 20009-5708

202-328-7700

www.autosafety.org

CAS advocates on behalf of 

consumers in auto safety and 

quality, fuel-efficiency, emissions, 

and related issues. For advice 

on specific problems, CAS 

requests that consumers write a 

brief statement of the problem or 

question, including the year, make, 

and model of the vehicle. Mail it with 

a stamped, self-addressed envelope 

to the address above.

Center for Science in the Public 

Interest(CSPI)

1220 L St., NW, Suite 300

Washington, DC 20005

202-332-9110

: cspi@cspinet.org

www.cspinet.org

A non-profit, membership 

organization, CSPI conducts 

research, education, and advocacy 

on nutrition, health, food safety, 

and related issues. It also provides 

consumers with current information 

about their health and well-being 

via its monthly Nutrition Action 

Healthletter.

Center for the Study 

ofServices(CSS)

1625 K St., NW, 8th Floor

Washington, DC 20006

202-347-7283

Toll free: 1-800-213-7283

: questions@cssresearch.org

www.checkbook.org

www.cssresearch.org

CSS provides consumers with 

information to help them get highquality services and products 

at the best possible prices. The 

organization publishes Consumers’ 

Checkbook so that consumers can 

evaluate the quality and prices of 

service firms and stores in their 

local area.

Coalition Against 

Insurance Fraud

www.insurancefraud.org

The Coalition is an alliance of 

consumer groups, government 

agencies, and insurance 

companies dedicated to 

combating all forms of insurance 

fraud through advocacy and public 

information. 

Consumer Action

221 Main St., Suite 480

San Francisco, CA 94105

415-777-9635 (Consumer 

Complaints)

TTY: 415-777-9456

: info@consumer-action.org

www.consumer-action.org

An education and advocacy 

organization specializing in credit, 

finance, and telecommunications 

issues, Consumer Action offers a 

multi-lingual consumer complaint 

hotline and consumer education 

materials in as many as eight 

languages. Community-based 

organizations can request these 

free publications in bulk.

Consumer Federation 

ofAmerica(CFA)

1620 I St., NW, Suite 200

Washington, DC 20006

202-387-6121

: cfa@consumerfed.org

www.consumerfed.org

CFA is a consumer advocacy 

and education organization. It 

represents consumer interests 

on issues such as telephone 

service, insurance and financial 

services, product safety, indoor 

air pollution, health care, product 

liability, and utility rates. It 

develops and distributes studies 

of various consumer issues, as 

well as printed consumer guides.

Contacting National Consumer Organizations

National Consumer Organizations are committed to assisting consumers 

and protecting their rights via advocacy, research, and outreach efforts. 

Some organizations assist individuals with problems, while others collect 

consumer complaints and statistics to better understand consumer 

trends and direct their advocacy efforts. 
110 www.USA.gov 

National Consumer ORGANI ZATIONS

Consumers Union(CU)

101 Truman Ave.

Yonkers, NY 10703-1057

914-378-2000

914-378-2455 (Consumer Policy 

Institute)

Toll free: 1-800-879-9848 (Consumer 

Reports magazine)

Toll free: 1-866-208-9427 

(ConsumerReports.org)

www.consumersunion.org

www.consumerreports.org

CU, publisher of Consumer 

Reports, is an independent, 

non-profit testing and 

information organization 

serving only consumers. CU 

is a comprehensive source for 

unbiased advice about products 

and services, personal finance, 

health and nutrition, and other 

consumer concerns. CU tests 

products, informs the public, 

and protects consumers. CU’s 

Advocacy Offices provide tools to 

consumers to make their concerns 

heard by government and industry. 

Its Consumer Policy Institute 

conducts research and education 

projects on such issues as 

pesticides, toxic air pollution, and 

community right-to-know laws.

Families USA

1201 New York Ave., NW

Suite 1100

Washington, DC 20005

202-628-3030

: info@familiesusa.org

www.familiesusa.org

A national, nonprofit membership 

organization committed to 

affordable, high quality health 

care, Families USA creates 

materials to educate and mobilize 

consumers on health care issues. 

Funeral Consumers 

Alliance(FCA)

33 Patchen Rd.

South Burlington, VT 05403

802-865-8300

Toll free: 1-800-765-0107

: info@funerals.org

www.funerals.org

FCA protects a consumer’s right 

to choose a dignified, meaningful, 

affordable funeral. In addition 

to informing the public about 

its options and rights, FCA will 

assist in mediating complaints. 

Local affiliates around the country 

conduct funeral price surveys and 

counsel members and the general 

public.

Jump$tart Coalition for 

Personal Financial Literacy

919 18th St., NW, Suite 300

Washington, DC 20006

202-466-8604

Toll free: 1-888-453-3822

: info@jumpstartcoalition.org

www.jumpstart.org

The Coalition encourages 

curriculum enrichment to ensure 

that basic personal financial 

management skills are attained 

during the K–college educational 

experience.

Kids inDanger(KID)

116 W. Illinois St., Suite 5E

Chicago, IL 60654

312-595-0649

: email@kidsindanger.org

www.kidsindanger.org

KID is dedicated to educating 

parents, training engineers, 

designers, and manufacturers, and 

advocating for improvements in the 

safety of children’s products.

The Medicare Rights Center

520 Eighth Ave.

North Wing, 3rd Floor

New York City, NY 10018

212-869-3850

Toll free: 1-800-333-4114

: info@medicarerights.org

www.medicarerights.org

The Medicare Rights Center 

works to ensure access to 

affordable health care for older 

adults and people with disabilities 

through counseling and advocacy, 

educational programs, and 

public policy initiatives. It works 

with clients nationwide through 

phone hotlines, Internet services, 

a large volunteer network, and 

community programs.

National Community 

Reinvestment Coalition 

(NCRC)

727 15th St., NW, Suite 900

Washington, DC 20005-2112

202-628-8866

: member@ncrc.org

www.ncrc.org

NCRC works to end discriminatory 

banking practices and increase the 

flow of private capital and credit 

into underserved communities 

across the country. It also offers 

a housing counseling network 

to help prospective and current 

homeowners.

National Consumer Law Center 

(NCLC)

Seven Winthrop Square

Boston, MA 02110-1245

617-542-8010

: consumerlaw@nclc.org

www.consumerlaw.org

NCLC is an advocacy and research 

organization focusing on the 

needs of low-income and other 

disadvantaged consumers. It 

concentrates on working for 

fairness in financial services, 

wealth building and financial 

health, ending predatory lending 

and consumer fraud, and the 

protection of basic energy and 

utility services. Limited resources 

prevent the organization from 

responding to individual inquiries.

 Provided financial support for the publication of the Consumer Action Handbook.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 111

National Consumer ORGANI ZATIONS

National Consumer ORGANIZATIONS

The National Consumer 

Protection Technical 

Resource Center

Senior Medicare Patrol Resource 

Center

PO Box 388

Waterloo, IA 50704-0388

Toll free: 1-877-808-2468

: info@smpresource.org

www.smpresource.org

The Center is funded by the 

U.S. Administration on Aging 

to support community-based 

Senior Medicare Patrol Programs 

(SMP). The SMP projects use 

the skills and expertise of retired 

professionals to help Medicare 

and Medicaid beneficiaries avoid, 

detect, and prevent health care 

fraud and abuse.

National Consumers 

League (NCL)

1701 K St., NW, Suite 1200

Washington, DC 20006

202-835-3323

www.nclnet.org

www.lifesmarts.org

www.fraud.org

www.fakechecks.org (Fake 

check scams)

The NCL provides government, 

businesses, and other 

organizations with the consumer’s 

perspective on consumer issues 

and workplace concerns. The 

League sponsors the LifeSmarts 

competition to develop the 

consumer and marketplace 

knowledge of teenagers. NCL also 

works to provide consumers with 

the information they need to avoid 

becoming victims of telemarketing 

and Internet fraud and to 

help them communicate their 

complaints to law enforcement.

National Council on the Aging 

(NCOA)

1901 L St., NW, 4th Floor

Washington, DC 20036

202-479-1200

Toll free: 1-800-424-9046

TTY: 202-479-6674

: info@ncoa.org

www.ncoa.org

NCOA is a national voice for older 

adults — especially those who are 

vulnerable and disadvantaged —

and the community organizations 

that serve them.

Society of Consumer Affairs 

Professionals International 

(SOCAP)

675 N. Washington St., Suite 200

Alexandria, VA 22314

703-519-3700

: socap@socap.org

www.socap.org

SOCAP provides training, 

conferences, and publications 

to encourage and promote 

effective communication and 

understanding among business, 

government and consumers, 

and to define and advance the 

consumer affairs profession.
112 www.USA.gov 

State, county & City Consumer Protection offices

Alabama

State Offices

Alabama Office of the Attorney 

General

Consumer Affairs Section

501 Washington Ave.

Montgomery, AL 36130

334-242-7335

Toll free: 1-800-392-5658 (AL)

www.ago.state.al.us

Alaska

State Offices

Office of the Attorney General

Consumer Protection Unit

1031 W. 4th Ave., Suite 200

Anchorage, AK 99501-5903

907-269-5100

Toll free: 1-888-576-2529

www.law.state.ak.us

Arizona

State Offices

Arizona Officeofthe Attorney

General - Phoenix

Consumer Information and 

Complaints

1275 W. Washington St.

Phoenix, AZ 85007

602-542-5763

Toll free: 1-800-352-8431 (AZ, 

except Maricopa and Pima)

www.azag.gov

Arizona Officeofthe Attorney

General - Tucson

Consumer Information and 

Complaints

South Bldg., Suite 315

400 W. Congress St.

Tucson, AZ 85701-1367

520-628-6504

Toll free: 1-800-352-8431 (AZ, 

except Maricopa and Pima)

: consumerinfo@azag.gov

www.azag.gov

Arkansas

State Offices

Arkansas Office of the Attorney 

General

Consumer Protection Division

323 Center St., Suite 200

Little Rock, AR 72201

501-682-2341 (Consumer Hotline)

501-682-2007 (Attorney General’s 

Operator)

Toll free: 1-800-482-8982 

(Consumer Hotline)

TTY: 1-800-482-8982

: consumer@arkansasag.gov

www.arkansasag.gov

California

State Offices

California Office of the 

Attorney General

Public Inquiry Unit

PO Box 944255

Sacramento, CA 94244-2550

916-322-3360

Toll free: 1-800-952-5225 (CA)

TTY: 1-800-735-2929

www.caag.state.ca.us

California Bureau of 

Automotive Repair

Department of Consumer Affairs

10240 Systems Parkway

Sacramento, CA 95827

Toll free: 1-800-952-5210 

(Consumer Questions)

Toll free: 1-866-799-3811 

(Complaint Intake)

: BAREditor@dca.ca.gov

www.autorepair.ca.gov

California Department of 

Consumer Affairs

Consumer Information Division

1625 N. Market Blvd., Suite N 112

Sacramento, CA 95834

916- 445-1254

Toll free: 1-800-952-5210

TTY: 916-928-1227; 1-800-326-2297

: dca@dca.ca.gov

www.dca.ca.gov

Contractors State License 

Board

9821 Business Park Dr.

Sacramento, CA 95827

916-255-3900 (Headquarters)

916-255-2924 (Northern CA)

562-345-7600 (Southern CA)

Toll free: 1-800-321-2752

www.cslb.ca.gov

County Offices

Contra Costa County District 

Attorney’s Office

Special Operations Division

Consumer Fraud

900 Ward St., 4th Floor

Martinez, CA 94553

925-957-8604

www.co.contra-costa.ca.us

Fresno County District 

Attorney’s Office

Consumer and Environmental 

Protection Division

929 L St.

Fresno, CA 93721

559-600-3156

: damail@co.fresno.ca.us

www.co.fresno.ca.us 

Kern County District Attorney’s 

Office

Consumer Protection Unit

Justice Building

1215 Truxtun Ave., 4th Floor

Bakersfield, CA 93301

661-868-7600

: investigation@co.kern.ca.us

www.co.kern.ca.us/da

Contacting Your Local Consumer Protection Offices 

State, county, and city consumer offices offer a variety of important services. 

They might mediate complaints, conduct investigations, prosecute offenders of 

consumer laws, license and regulate professionals, provide educational materials, 

and advocate in the consumer interest. 

An advantage of contacting a city or county government office is that it is familiar 

with local businesses, ordinances, and state laws. 

Other local consumer and non-profit organizations may provide consumer 

assistance and work with the state consumer office. Be sure to contact your state 

consumer protection office to get more information about other local resources.

Before sending a written complaint, call the office to confirm that it handles the type 

of complaint you have and determine whether complaint forms are provided. Many 

offices distribute consumer materials specifically geared to state laws and local 

issues. Ask whether any information is available regarding your problem.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 113

State, county & City Consumer Protection offices

State & Local

Los Angeles County 

Department of Consumer 

Affairs

500 W. Temple St., Room B-96

Los Angeles, CA 90012-2722

213-974-1452

Toll free: 1-800-593-8222 (L.A. 

County)

TTY: 213-626-0913

: dca@dca.lacounty.gov

www.dca.lacounty.gov

Marin County District 

Attorney’s Office

Consumer Protection Unit

3501 Civic Center Dr.

Hall of Justice, Room 130

San Rafael, CA 94903

415-499-6450

: consumer@co.marin.ca.us

www.co.marin.ca.us

Monterey County District 

Attorney’s Office

Consumer Protection Division

1200 Aguajito Rd., Room 301

Monterey, CA 93940

831-755-5073 (Salinas)

831-647-7770 (Monterey)

831-385-8373 (King City)

www.co.monterey.ca.us

Napa County District Attorney’s 

Office

Environmental Management

Consumer Protection Division

931 Parkway Mall

Napa, CA 94559

707-253-4059 (Hotline)

www.countyofnapa.org

Orange County District 

Attorney’s Office

Consumer Protection Unit

401 Civic Center Dr., W

Santa Ana, CA 92701

714-648-3600

: consumercomplaint@

da.ocgov.com

orangecountyda.com

San Diego County District 

Attorney’s Office

Consumer Protection Unit

330 W. Broadway

San Diego, CA 92101

619-531-4040

619-531-3507 (Hotline)

www.sdcda.org

San Francisco County District 

Attorney’s Office

Consumer and Environmental 

Protection Unit

732 Brannan St.

San Francisco, CA 94102

415-551-9595 (Hotline)

www.sfdistrictattorney.org

San Luis Obispo County 

District Attorney’s Office

Economic Crime Unit

Consumer Fraud Department

1050 Monterey St., Room 223

County Courthouse Annex

San Luis Obispo, CA 93408

805-781-5856

www.slocounty.ca.gov

San Mateo County District 

Attorney’s Office

Consumer and Environmental 

Protection Unit

400 County Center, 3rd Floor

Hall of Justice and Records

Redwood City, CA 94063

650-363-4651

650-363-4636 (Bureau of 

Investigation)

www.co.sanmateo.ca.us

Santa Barbara County District 

Attorney’s Office

Consumer Protection Unit

312-D E. Cook St.

Santa Maria, CA 93454

805-346-7632

www.countyofsb.org/da

Santa Clara County District 

Attorney’s Office

Consumer Protection Unit

70 W. Hedding St., West Wing

San Jose, CA 95110

408-792-2880

: consumer_mediation@

da.sccgov.org

www.santaclara-da.org

Santa Cruz County District

Attorney’s Office

Consumer Affairs Unit

701 Ocean St., Room 200

Santa Cruz, CA 95060

831-454-2050

TTY: 831-454-2123

: dao@co.santa-cruz.ca.us

www.co.santa-cruz.ca.us

Solano County District 

Attorney’s Office

Department of Resource 

Management

Consumer Protection Unit

675 Texas St., Suite 5500

Fairfield, CA 94533

707-784-6765

: RMHelp@solanocounty.com

www.co.solano.ca.us/depts/da 

Stanislaus County District 

Attorney’s Office

Consumer Protection Unit

832 12th St., Suite 300

Modesto, CA 95354

209-525-5550

www.stanislaus-da.org

Ventura County District 

Attorney’s Office

Consumer Mediation Section

800 S. Victoria Ave.

Ventura, CA 93009

805-654-3110

Toll free: 1-800-660-5474 ext. 3110

da.countyofventura.org

City Offices

Los Angeles City Attorney’s 

Office

Consumer Protection Unit

200 N. Main St., Room 500 CHE

Los Angeles, CA 90012

213-978-8070

TTY: 212-978-8310

www.atty.lacity.org

San Diego City Attorney’s 

Office

Consumer and Environmental 

Protection Unit

1200 Third Ave., #1620

San Diego, CA 92101

619-533-5600

TTY: 619-702-7198

: cityattorney@sandiego.gov

www.sandiego.gov/

cityattorney

Santa Monica City Attorney’s 

Office

Consumer Protection Unit

1685 Main St., 3rd Floor

Santa Monica, CA 90401

310-458-8336

TTY: 310-458-8696

: consumer.mailbox@smgov.

net

www.smgov.net/atty
114 www.USA.gov 

State, county & City Consumer Protection offices

Colorado

State Offices

Colorado Office of the Attorney 

General

Consumer Protection Division

1525 Sherman St., 7th Floor

Denver, CO 80203

303-866-5189

Toll free: 1-800-222-4444 (CO)

: stop.fraud@state.co.us

www.coloradoattorneygeneral.

gov

County Offices

Fourth Judicial District 

Attorney’s Office

Economic Crimes Division

El Paso and Teller Counties

105 E. Vermijo Ave.

Colorado Springs, CO 80903

719-520-6000

www.4thjudicialda.com

Weld County District 

Attorney’s Office

PO Box 1167

915 10th St.

Greeley, CO 80632-1167

970-356-4010

www.co.weld.co.us

Pueblo County District 

Attorney’s Office

701 Court St.

Pueblo, CO 81003

719-583-6030

www.co.pueblo.co.us

City Offices

Denver District Attorney’s 

Office

Economic Crimes Unit

201 W. Colfax Ave.

Denver, CO 80202

720-913-9179

: info@denverda.org

www.denverda.org

Connecticut

State Offices

Connecticut Office of the 

Attorney General

55 Elm St.

Hartford, CT 06106

860-808-5318

www.ct.gov/ag

Department of Consumer 

Protection

165 Capitol Ave.

Hartford, CT 06106-1630

860-713-6100 (Consumer 

Information/Complaints)

Toll free: 1-800-842-2649

TTY: 860-713-7240

: trade.practices@ct.gov

www.ct.gov/dcp

City Offices

Middletown Office of 

Consumer Protection

150 William St.

Middletown, CT 06457

860-344-3491

TTY: 860-344-3521

www.cityofmiddletown.com

Delaware

State Offices

Delaware Department of 

Justice

Consumer Protection Division

820 N. French St., 5th Floor

Wilmington, DE 19801

302-577-8600

Toll free: 1-800-220-5424

: consumer.protection@state.

de.us

www.attorneygeneral.

delaware.gov

District of Columbia

Department of Consumer and 

Regulatory Affairs

Government of the District of 

Columbia

1100 4th St., SW

Washington, DC 20024

202-442-4400

TTY: 202-123-4567

: dcra@dc.gov

www.dcra.dc.gov

www.consumer.dc.gov

Office of the Attorney General

Consumer Protection and 

Antitrust

441 4th St., NW

Washington, DC 20001

202-442-9828 (Hotline)

: consumer.protection@dc.gov

www.oag.dc.gov

www.consumer.dc.gov

Florida

State Offices

Florida Department of 

Agriculture and Consumer 

Services

Division of Consumer Services

2005 Apalachee Parkway

Terry Lee Rhodes Building

Tallahassee, FL 32399-6500

850-488-2221

Toll free: 1-800-435-7352 (FL)

Toll free: 1-800-352-9832 (in 

Spanish)

www.800helpfla.com

Florida Office of the Attorney 

General

PL-01 The Capitol

Tallahassee, FL 32399-1050

850-414-3990

Toll free: 1-866-966-7226 (FL)

Toll free: 1-800-203-3099 (Seniors 

vs. Crime)

TTY: 1-800-955-8771

myfloridalegal.com

www.seniorsvscrime.com

Regional Offices

Ft. Lauderdale Branch - Office 

of the Attorney General

Economic Crimes Division

110 S.E. 6th St., 9th Floor

Fort Lauderdale, FL 33301-5000

954-712-4600

www.myfloridalegal.com

Jacksonville Branch - Office of 

the Attorney General

Economic Crimes Division

1300 Riverplace Blvd., Suite 405

Jacksonville, FL 32207

904-348-2720

www.myfloridalegal.com

Orlando Branch - Office of the 

Attorney General

Economic Crimes Division

135 W. Central Blvd., Suite 1000

Orlando, FL 32801

407-999-5588

www.myfloridalegal.com

Tampa Branch - Office of the 

Attorney General

Economic Crimes Division

3507 E. Frontage Rd., Suite 325

Concourse Center 4

Tampa, FL 33607-1795

813-287-7950

www.myfloridalegal.com
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 115

State, county & City Consumer Protection offices

State & Local

West Palm Beach Branch - 

Office of the Attorney General

Economic Crimes Division

1515 N. Flagler Dr., Suite 900

West Palm Beach, FL 33401

561-837-5000

www.myfloridalegal.com

County Offices

Broward County Permitting, 

Licensing & Consumer 

Protection Division

One N. University Dr., Mailbox 302

Plantation, FL 33324

954-765-4400

: consumer@broward.org

www.broward.org/

permittingandlicensing

Hillsborough County Consumer 

Protection Agency

1101 E. 139th Ave.

Tampa, FL 33613

813-903-3430

www.hillsboroughcounty.org/

consumerprotection

Miami-Dade County Consumer 

Services Department

Consumer Protection Section

140 West Flagler St., Suites 901-904

Miami, FL 33130

305-375-3677

: consumer@miamidade.gov

www.miamidade.gov/csd

Office of the State Attorney for 

Miami-Dade County

Economic Crime Division

1350 N.W. 12th Ave.

Miami, FL 33136-2111

305-547-0671

www.miamisao.com

Orange County Consumer 

Fraud Unit

PO Box 1673

415 N. Orange Ave.

Orlando, FL 32802

407-836-2490

: fraudhelp@sao9.org

www.orangecountyfl.net

Palm Beach County Consumer 

Affairs Division

50 S. Military Tr., Suite 201

West Palm Beach, FL 33415

561-712-6600

Toll free: 1-888-852-7362 (Boca/ 

Delray/Glades)

www.pbcgov.com/consumer

Pinellas County Office of 

Consumer Protection

631 Chestnut St.

Clearwater, FL 33756

727-464-6200

TTY: 727-464-6088

: consumer@pinellascounty.org

www.pinellascounty.org/

consumer

Georgia

State Offices

Georgia Governor’s Office of 

Consumer Affairs

Two Martin Luther King, Jr. Dr., SE 

Suite 356

Atlanta, GA 30334-4600

404-651-8600

Toll free: 1-800-869-1123 (GA)

www.consumer.georgia.gov

Hawaii

State Offices

Hawaii Department of 

Commerce and Consumer 

Affairs - Hilo

Office of Consumer Protection

345 Kekuanaoa St., Suite 12

Hilo, HI 96720

808-933-0910

808-587-3222 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

www.hawaii.gov/dcca

Hawaii Department of 

Commerce and Consumer 

Affairs - Honolulu(Main

Location)

Office of Consumer Protection

235 S. Beretania St., Suite 801

Honolulu, HI 96813

808-586-2630

808-587-3222 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

www.hawaii.gov/dcca/ocp

Hawaii Department of 

Commerce and Consumer 

Affairs - Wailuku

Office of Consumer Protection

1063 Lower Main St., Suite C-216

Wailuku, HI 96793

808-984-8244

808-587-3222 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

www.hawaii.gov/dcca/ocp

Idaho

State Offices

Idaho Attorney General’s Office

Consumer Protection Division

PO Box 83720

954 W. Jefferson, 2nd Floor

Boise, ID 83720-0010

208-334-2424

Toll free: 1-800-432-3545 (ID)

www.ag.idaho.gov

Illinois

State Offices

Illinois Office of the Attorney 

General - Carbondale

Consumer Fraud Bureau

1001 E. Main St.

Carbondale, IL 62901

618-529-6400

Toll free: 1-800-243-0607 (Fraud 

Hotline, IL)

Toll free: 1-866-310-8398 (in 

Spanish)

TTY: 1-877-675-9339 (IL)

: ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.

gov

Illinois Office of the Attorney 

General - Chicago

Consumer Fraud Bureau

100 W. Randolph St., 12th Floor

Chicago, IL 60601

312-814-3000

Toll free: 1-800-386-5438 (Fraud 

Hotline, IL)

Toll free: 1-866-310-8398 (in 

Spanish)

TTY: 1-800-964-3013 (IL)

: ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.

gov

Illinois Office of the Attorney 

General - Springfield

Consumer Fraud Division

500 S. 2nd St.

Springfield, IL 62706

217-782-1090

Toll free: 1-800-243-0618 (Fraud 

Hotline, IL)

Toll free: 1-866-310-8398 (in 

Spanish)

TTY: 1-877-844-5461 (IL)

: ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.

gov
116 www.USA.gov 

State, county & City Consumer Protection offices

Regional Offices

Chicago South Regional Office 

of the Attorney General

7906 S. Cottage Grove Ave.

Chicago, IL 60619

773-488-2600

TTY: 1-866-717-8798

www.illinoisattorneygeneral.

gov

Chicago West Regional Office 

of the Attorney General

306 N. Pulaski Rd.

Chicago, IL 60624

773-265-8808

TTY: 1-866-717-8804

www.illinoisattorneygeneral.

gov

East Central Illinois Regional 

Office of the Attorney General

1776 E. Washington St.

Urbana, IL 61802

217-278-3366

TTY: 217-278-3371

www.illinoisattorneygeneral.

gov

Metro East Illinois Regional 

Office of the Attorney General

201 W. Pointe Dr., Suite 7

Belleville, IL 62226

618-236-8616

TTY: 618-236-8619

www.illinoisattorneygeneral.

gov

Northern Illinois Regional 

Office of the Attorney General

200 S. Wyman St., Suite 307

Zeke Giorgi Center

Rockford, IL 61101

815-967-3883

TTY: 815-967-3891

www.illinoisattorneygeneral.

gov

West Central Illinois Regional 

Office of the Attorney General

628 Maine St.

Quincy, IL 62301

217-223-2221

TTY: 217-223-2254

www.illinoisattorneygeneral.

gov

County Offices

Cook County State Attorney’s 

Office

Consumer Fraud Unit

69 W. Washington St., Suite 3130

Chicago, IL 60602

312-603-8600

312-603-8700 (Consumer Line)

: consumer@cookcountygov.

com.

www.statesattorney.org/

index2/consumer_fraud.html

City Offices

Chicago Division of Business 

Affairs and Consumer 

Protection

City Hall, Room 800

121 N. LaSalle St.

Chicago, IL 60602

312-744-6060

TTY: 312-744-0254

www.cityofchicago.org/

ConsumerServices

Des Plaines Consumer 

Protection Office

1420 Miner St., Suite 401

Des Plaines, IL 60016

847-391-5303

: consumerprotection@

desplaines.org

www.desplaines.org

Indiana

State Offices

Office of the Attorney General

Consumer Protection Division

302 W. Washington St., 5th floor

Indianapolis, IN 46204

317-232-6330

Toll free: 1-800-382-5516 

(Consumer Hotline)

www.indianaconsumer.com

Iowa

State Offices

Iowa Office of the Attorney 

General

Consumer Protection Division

1305 E. Walnut St.

Des Moines, IA 50319

515-281-5926

Toll free: 1-888-777-4590 (IA)

: consumer@ag.state.ia.us

www.IowaAttorneyGeneral.org

Kansas

State Offices

Office of Kansas Attorney

Consumer Protection & Antitrust 

Division

120 S.W. 10th St., Suite 430

Topeka, KS 66612-1597

785-296-3751

Toll free: 1-800-432-2310 (KS)

: cprotect@ksag.org

www.ksag.org

County Offices

Douglas County District 

Attorney’s Office

Consumer Protection Division

111 E. 11th St.

Lawrence, KS 66044

785-330-2849 (Consumer Hotline)

785-841-0211 (Main)

: districtattorney@douglascounty.com

www.douglas-county.com/

depts/da/da_cpu.aspx

Johnson County District 

Attorney’s Office

Consumer Fraud Unit

PO Box 728

Olathe, KS 66051

913-715-3003 (Consumer Hotline)

da.jocogov.org

Sedgwick County District 

Attorney’s Office

Consumer Fraud and Economic 

Crime Unit

1900 E. Morris St.

Wichita, KS 67211

316-660-3600

Toll free: 1-800-432-6878 (KS)

: consumer@sedgwick.gov

www.sedgwickcounty.org/da

Kentucky

State Offices

Kentucky Office of the 

Attorney General

Consumer Protection Division

1024 Capital Center Dr.

Frankfort, KY 40601

502-696-5389

Toll free: 1-888-432-9257 (Hotline)

: consumer.protection@ag.ky.

gov

www.ag.ky.gov/cp
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 117

State, county & City Consumer Protection offices

State & Local

Kentucky Office of the Attorney 

General - Louisville

Consumer Protection Division

310 Whittington Parkway, Suite 101

Louisville, KY 40222

502-429-7134

Toll free: 1-888-432-9257 (Hotline)

: consumer.protection@ag.ky.

gov

www.ag.ky.gov

Kentucky Office of the Attorney 

General - Prestonsburg

361 N. Lake Dr.

Prestonsburg, KY 41653

606-889-1821

: consumer.protection@ag.ky.

gov

www.ag.ky.gov/cp

Louisiana

State Offices

Louisiana Office of the Attorney 

General

Consumer Protection Section

1885 N. 3rd St.

Baton Rouge, LA 70802

225-326-6465

Toll free: 1-800-351-4889

: ConsumerInfo@ag.state.la.us

www.ag.state.la.us

Parish Offices

Jefferson Parish District 

Attorney’s Office

Economic Crime Unit

200 Derbigny St.

Gretna, LA 70053-5894

504-361-2920

www.jpda.us

Maine

State Offices

Maine Attorney General’s Office

Consumer Information and 

Mediation Service

Six State House Station

Augusta, ME 04333

207-626-8849

Toll free: 1-800-436-2131 

(Consumer Protection)

: consumer.mediation@maine.

gov

www.maine.gov/ag

Bureau of Consumer Credit 

Protection

35 State House Station

Augusta, ME 04333-0035

207-624-8527

Toll free: 1-800-332-8529 (ME)

TTY: 1-888-577-6690

www.credit.maine.gov

Maryland

State Offices

Maryland Office of the Attorney 

General

Consumer Protection Division

200 Saint Paul Pl.

Baltimore, MD 21202

410-528-8662 (Consumer 

Complaints)

410-576-6550 (Consumer 

Information)

410-528-1840 (Medical Billing 

Complaints)

Toll free: 1-888-743-0023

Toll free: 1-877-261-8807 (Health 

plan decision appeals)

TTY: 410-576-6372 (MD)

: consumer@oag.state.md.us

www.oag.state.md.us/

consumer

Regional Offices

Maryland Attorney Generals’ 

Office - Western Maryland

Consumer Protection Division

44 N. Potomac St., Suite 104

Hagerstown, MD 21740

301-791-4780

TTY: 410-576-6372 (Baltimore 

office)

: consumer@oag.state.md.us

www.oag.state.md.us/

consumer

Maryland Attorney General’s 

Office - Southern Maryland

PO Box 745

Hughesville, MD 20637

301-274-4620

Toll free: 1-866-366-8343

TTY: 410-576-6372 (Baltimore 

office)

: consumer@oag.state.md.us

www.oag.state.md.us/

consumer

Maryland Attorney General’s 

Office - Eastern Shore

Consumer Protection Division

201 Baptist St., Suite 30

Salisbury, MD 21801-4976

410-713-3620

Toll free: 1-888-743-0023 (Baltimore 

office)

TTY: 410-576-6372

: consumer@oag.state.md.us

www.oag.state.md.us/

consumer

County Offices

Howard County Office of 

Consumer Affairs

Box 220

6751 Columbia Gateway Dr.

Columbia, MD 21046

410-313-6420

TTY: 410-313-6401

: consumer@howardcountymd.

gov

www.howardcountymd.gov/

CA/CS_ConsumerAffairs.htm

Montgomery County Office of 

Consumer Protection

100 Maryland Ave., Suite 330

Rockville, MD 20850

240-777-3636

240-777-3681 (Anonymous 

Consumer Tip Line)

TTY: 240-773-3556

: ConsumerProtection@

montgomerycountymd.gov

www.montgomerycountymd.

gov/consumer

Massachusetts

State Offices

Massachusetts Office of the 

Attorney General

Public Information and Assistance 

Center

One Ashburton Pl.

Boston, MA 02108-1518

617-727-8400 (Consumer Hotline)

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago
118 www.USA.gov 

State, county & City Consumer Protection offices

Office of Consumer Affairs and 

Business Regulation

10 Park Plaza, Suite 5170

Boston, MA 02116

617-973-8700 (General Information)

Toll free: 1-888-283-3757 (MA, 

Consumer Hotline)

TTY: 1-800-720-3480

www.mass.gov/Consumer

Regional Offices

Office of the Attorney General - 

Central Massachusetts Region

10 Mechanic St., Suite 301

Worcester, MA 01608

508-792-7600

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

Office of the Attorney GeneralSouthern Massachusetts 

Region

105 William St., 1st Floor

New Bedford, MA 02740

508-990-9700

: ago@state.ma.us

www.mass.gov/ago

Office of the Attorney General - 

Western Massachusetts Region

1350 Main St., 4th Floor

Springfield, MA 01103

413-784-1240

TTY: 617-727-4765 (Boston office)

: ago@state.ma.us

www.mass.gov/ago

County Offices

Northwestern District 

Attorney’s Office - Franklin 

County

Consumer Protection Unit

13 Conway St.

Greenfield, MA 01301

413-774-5102

northwesterndistrictattorney.

org

Northwestern District 

Attorney’s Office - Hampshire 

County

One Gleason Plaza

Northampton, MA 01060

413-586-9225

northwesterndistrictattorney.

org

Norfolk District Attorney’s 

Office

Consumer Protection Division

1515 Hancock St., 4th Floor

Quincy, MA 02169

617-769-6118 (Hotline)

www.mass.gov/da/norfolk

City Offices

Boston Consumer Affairs and 

Licensing

One City Hall Square, Room 817

Boston, MA 02201-2039

617-635-3834

: MOCAL@cityofboston.gov

www.cityofboston.gov/

consumeraffairs

Cambridge Consumers’ 

Council

831 Massachusetts Ave., 1st Floor

Cambridge, MA 02139

617-349-6150

TTY: 617-349-6112

: Consumer@cambridgema.

gov

www.cambridgema.gov/

consumercouncil.aspx

Newton-Brookline Consumer 

Office

1000 Commonwealth Ave.

Newton City Hall

Newton Centre, MA 02459

617-796-1292

TTY: 617-796-1089

: consumer@newtonma.gov

www.newtonma.gov

Revere Consumer Affairs 

Office

150 Beach St.

Revere, MA 02151

781-286-8114

www.revere.org

Springfield Mayor’s Office of 

Consumer Information

36 Court St.

City Hall, Room 315

Springfield, MA 01103

413-787-6437

TTY: 413-787-6154

: moci@springfieldcityhall.com

www.springfieldcityhall.com

Michigan

State Offices

Office of the Attorney General

Consumer Protection Division

PO Box 30213

Lansing, MI 48909-7713

517-373-1140

Toll free: 1-877-765-8388

www.michigan.gov/ag

Michigan Department 

of Agriculture and Rural 

Development

Consumer Protection Section

Weights & Measures/ Motor Fuel 

Quality

940 Venture Ln.

Williamston , MI 48895

517-655-8202

Toll free: 1-800-632-3835

www.michigan.gov/wminfo

County Offices

Macomb County Consumer 

Protection Unit

Office of the Prosecuting Attorney

One S. Main St., 3rd Floor

Mt. Clemens, MI 48043

586-469-5350

www.macombcountymi.gov

City Offices

Detroit Consumer Advocacy 

Division

18100 Meyers Rd.

Detroit, MI 48235

313-224-6995

www.ci.detroit.mi.us

Minnesota

State Offices

Office of the Attorney General

Consumer Services Division

445 Minnesota St.

1400 Bremer Tower

St. Paul, MN 55101

651-296-3353

Toll free: 1-800-657-3787

TTY: 651-297-7206 or 1-800-366-

4812

www.ag.state.mn.us

City Offices

Minneapolis Department of 

Regulatory Services

Division of Licenses and 

Consumer Services

350 S. 5th St.

City Hall, Room 1C

Minneapolis, MN 55415

612-673-2080

TTY: 612-673-2157

www.ci.minneapolis.mn.us/

business-licensing/
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 119

State, county & City Consumer Protection offices

State & Local

Mississippi

State Offices

Mississippi Department of 

Agriculture and Commerce

Bureau of Regulatory Services 

Consumer Protection

PO Box 1609

Jackson, MS 39215

601-359-1148

www.mdac.state.ms.us

Mississippi Office of the 

Attorney General

Consumer Protection Division

PO Box 22947

Jackson, MS 39225-2947

601-359-4230

Toll free: 1-800-281-4418 (MS)

www.ago.state.ms.us

Missouri

State Offices

Missouri Attorney General’s 

Office

Consumer Protection Unit

PO Box 899

Jefferson City, MO 65102

573-751-3321

Toll free: 1-800-392-8222 (Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov

Regional Offices

Missouri Attorney General’s 

Office - St. Louis

Consumer Protection Division

815 Olive St., Suite 200

Old Post Office Building

St. Louis, MO 63101

314-340-6816

Toll free: 1-800-392-8222

: consumer.help@ago.mo.gov

www.ago.mo.gov

Montana

State Offices

Montana Office of Consumer 

Protection

PO Box 200151

2225 11th Ave.

Helena, MT 59620-0151

406-444-4500

Toll free: 1-800-481-6896

: contactocp@mt.gov

www.doj.mt.gov/consumer

Nebraska

State Offices

Nebraska Office of the Attorney 

General

Consumer Protection Division

2115 State Capitol

Lincoln, NE 68509

402-471-2682

Toll free: 1-800-727-6432 (NE)

Toll free: 1-888-850-7555 (in 

Spanish)

Toll free: 1-888-287-0778 (Senior 

Hotline)

www.ago.ne.gov

Nevada

State Offices

Nevada Department of 

Business and Industry

Fight Fraud Task Force

www.fightfraud.nv.gov

New Hampshire

State Offices

New Hampshire Office of the 

Attorney General

Consumer Protection and 

Antitrust Bureau

33 Capitol St.

Concord, NH 03301

603-271-3641

Toll free: 1-888-468-4454 

(Consumer Protection Hotline)

TTY: 1-800-735-2964 (NH)

: DOJ-CPB@doj.nh.gov

www.doj.nh.gov/consumer

New Jersey

State Offices

Department of Law and Public 

Safety

Division of Consumer Affairs

124 Halsey St.

Newark, NJ 07102

973-504-6200

Toll free: 1-800-242-5846 (NJ)

TTY: 973-504-6588

: askconsumeraffairs@lps.

state.nj.us

www.njconsumeraffairs.gov

County Offices

Bergen County Office of 

Consumer Protection

One Bergen County Plaza, 3rd 

Floor

Hackensack, NJ 07601-7076

201-336-6400

www.co.bergen.nj.us 

Burlington County Office of 

Consumer Affairs/Weights & 

Measures

PO Box 6000

Mount Holly, NJ 08060-6000

609-265-5098 (Weights & 

Measures)

609-265-5054 (Consumer Affairs)

: consumer@co.burlington.

nj.us

www.co.burlington.nj.us

Cape May County Consumer 

Affairs

Four Moore Rd., DN 310

Cape May Court House, NJ 08210-

1601

609-463-6475

: consumer@co.cape-may.nj.us

www.capemaycountygov.net 

Cumberland County 

Department of Consumer 

Affairs

788 E. Commerce St.

Bridgeton, NJ 08302

856-453-2203

www.co.cumberland.nj.us

Essex County Division of 

Consumer Services

50 S. Clinton St., Suite 3201

East Orange, NJ 07018

973-395-8350

www.essex-countynj.org

Gloucester County Office of 

Consumer Affairs and Weights 

& Measures

254 County House Rd.

Clarksboro, NJ 08020

856-384-6855

TTY: 856-232-9543

www.co.gloucester.nj.us/

Government/Departments/

ConsumerAffairs/main.cfm

Hudson County Division of 

Consumer Affairs

583 Newark Ave.

Jersey City, NJ 07306

201-795-6295 (Hotline)

www.hudsoncountynj.org
120 www.USA.gov 

State, county & City Consumer Protection offices

Hunterdon County Office of 

Consumer Affairs

PO Box 2900

Flemington, NJ 08822

908-806-5174

www.co.hunterdon.nj.us/

consumeraffairs.htm

Mercer County Office of 

Consumer Affairs

PO Box 8068

640 S. Broad St.

Trenton, NJ 08650-0068

609-989-6671

www.mercercounty.org

Middlesex County Consumer 

Affairs

75 Bayard St., 2nd Floor, Room 290

Middlesex County Administration 

Building

New Brunswick, NJ 08901

732-745-3875

: consumer@co.middlesex.

nj.us

www.co.middlesex.nj.us/

consumeraffairs/index.asp

Monmouth County Department 

of Consumer Affairs

One E. Main St.

Hall of Records Annex

Freehold, NJ 07728-1255

732-431-7900

www.visitmonmouth.com

Ocean County Department of 

Consumer Affairs

1027 Hooper Ave., Building #2

Toms River, NJ 08754-2191

732-929-2105

: ConsumerAffairs@co.ocean.

nj.us

www.co.ocean.nj.us

Passaic County Department of 

Consumer Protection/Weights 

& Measures

Department of Law

1310 Route 23 N

Wayne, NJ 07470

973-305-5881 (Consumer 

Protection)

973-305-5750 (Weights & 

Measures)

www.passaiccountynj.org

Somerset County Division of 

Consumer Protection

PO Box 3000

20 Grove St.

Somerville, NJ 08876-1262

908-203-6080

: consumerprotection@

co.somerset.nj.us

www.co.somerset.nj.us

Union County Division of 

Consumer Affairs

Department of Public Safety

300 North Ave., E

Westfield, NJ 07090

908-654-9840

www.unioncountynj.org

City Offices

Nutley Consumer Affairs

c/o Department of Public Affairs

149 Chestnut St.

Nutley, NJ 07110

973-284-4975

www.nutleynj.org

Plainfield Action Services

510 Watchung Ave.

City Hall Annex, 1st Floor

Plainfield, NJ 07061

908-753-3519

www.plainfield.com/

plainfieldactionservices.htm

Secaucus Department of 

Consumer Affairs

1203 Patterson Plank Rd.

Municipal Government Center

Secaucus, NJ 07094

201-330-2008

Union Consumer Affairs Office

1976 Morris Ave.

Union, NJ 07083

908-851-5477

www.uniontownship.com

New Mexico

State Offices

Office of Attorney Generral

Consumer Protection Division

PO Drawer 1508

Santa Fe, NM 87504-1508

505-827-6060

Toll free: 1-800-678-1508

www.nmag.gov

New York

State Offices

New York State Department of 

State

Division of Consumer Protection

Five Empire State Plaza, Suite 2101

Albany, NY 12223

518-474-8583

Toll free: 1-800-697-1220

: webmaster@consumer.state.

ny.us

www.nysconsumer.gov

New York State Department of 

State - New York City Office

Division of Consumer Protection

1740 Broadway, 15th Floor

New York City, NY 10019

518-474-8583

Toll free: 1-800-697-1220

: webmaster@consumer.state.

ny.us

www.nysconsumer.gov

Office of the Attorney General - 

Albany Office

Bureau of Consumer Frauds and 

Protection

State Capitol

Albany, NY 12224-0341

518-474-5481

Toll free: 1-800-771-7755 (NY)

TTY: 1-800-788-9898

www.ag.ny.gov

Office of the Attorney General - 

New York City Office

Bureau of Consumer Frauds and 

Protection

120 Broadway, 3rd Floor

New York, NY 10271-0332

212-416-8000

Toll free: 1-800-771-7755 (Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Regional Offices

Binghamton Regional Office of 

the Attorney General

44 Hawley St.

State Office Building, 17th Floor

Binghamton, NY 13901

607-721-8771

Toll free: 1-800-771-7755 

(Consumer Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 121

State, county & City Consumer Protection offices

State & Local

Brooklyn Regional Office of the 

Attorney General

55 Hanson Place, Suite 1080

Brooklyn, NY 11217

718-722-3949

Toll free: 1-800-771-7755 

(Consumer Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Buffalo Regional Office of the 

Attorney General

350 Main St.

Main Place Tower, Suite 300A

Buffalo, NY 14202

716-853-8400

Toll free: 1-800-771-7755 

(Consumer Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Harlem Regional Office of the 

Attorney General

163 W. 125th St., Suite 1324

New York, NY 10027

212-961-4475

Toll free: 1-800-771-7755 

(Consumer Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Nassau Regional Office of the 

Attorney General

200 Old Country Rd., Suite 240

Mineola, NY 11501

516-248-3302

Toll free: 1-800-771-7755 

(Consumer Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Plattsburgh Regional Office of 

the Attorney General

43 Durkee St., Suite 700

Plattsburgh, NY 12901-2958

518-562-3288

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Poughkeepsie Regional Office 

of the Attorney General

235 Main St., 3rd Floor

Poughkeepsie, NY 12601-3194

845-485-3900

Toll free: 1-800-771-7755 

(Consumer Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Rochester Regional Office of 

the Attorney General

144 Exchange Blvd., Suite 200

Rochester, NY 14614-2176

585-546-7430

Toll free: 1-800-771-7755 

(Consumer Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Suffolk Regional Office of the 

Attorney General

300 Motor Parkway, Suite 205

Hauppauge, NY 11788

631-231-2424

Toll free: 1-800-771-7755 

(Consumer Helpline)

TTY: 1-800-788-9898

www.ag.ny.gov

Syracuse Regional Office of the 

Attorney General

615 Erie Blvd. W, Suite 102

Syracuse, NY 13204

315-448-4800

Toll free: 1-800-771-7755 

(Consumer Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Utica Regional Office of the 

Attorney General

207 Genesee St., Room 508

Utica, NY 13501

315-793-2225

Toll free: 1-800-771-7755 

(Consumer Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Watertown Regional Office of 

the Attorney General

317 Washington St.

Dulles State Office Building

Watertown, NY 13601

315-785-2444

Toll free: 1-800-771-7755 

(Consumer Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Westchester Regional Office of 

the Attorney General

101 E. Post Rd.

White Plains, NY 10601-5008

914-422-8755

Toll free: 1-800-771-7755 

(Consumer Helpline)

TTY: 1-800-788-9898

www.ag.ny.gov

County Offices

Albany County Department of 

Consumer Affairs

112 State St., Suite 1207-08

Albany, NY 12207

518-447-7581

: consumer_complaints@

albanycounty.com

www.albanycounty.com

Erie County District Attorney’s 

Office

Consumer Fraud Bureau

350 Main St., Suite 300A

Main Place Tower

Buffalo, NY 14202

716-853-8404

www.ag.ny.gov

Nassau County Office of 

Consumer Affairs

200 County Seat Dr.

Mineola, NY 11501

516-571-2600

www.nassaucountyny.gov

Orange County Department of 

Consumer Affairs

99 Main St.

Goshen, NY 10924

845-360-6700

www.co.orange.ny.us

Putnam County Department of 

Consumer Affairs

110 Old Route 6, Bldg. 3

Carmel, NY 10512

845-808-1618

www.putnamcountyny.com

Rockland County Office of 

Consumer Protection

18 New Hempstead Rd., 6th Floor

New City, NY 10956

845-708-7600

www.co.rockland.ny.us

Schenectady County 

Department of Consumer 

Affairs/Bureau of Weights & 

Measures

64 Kellar Ave.

Schenectady, NY 12306

518-356-7473 (Consumer Affairs)

518-356-6795 (Weights & 

Measures)

www.schenectadycounty.com
122 www.USA.gov 

State, county & City Consumer Protection offices

Ulster County Consumer Fraud 

Bureau

20 Lucas Ave.

Kingston, NY 12401-3708

845-340-3260

www.ulstercountyny.gov/

consumerfraud

Westchester County 

Department of Consumer 

Protection

112 E. Post Rd., 4th Floor

White Plains, NY 10601

914-995-2155

: conpro@westchestergov.com

consumer.westchestergov.com

City Offices

Mt. Vernon Office of Consumer 

Affairs

One Roosevelt Square, Room 11

City Hall

Mount Vernon, NY 10550

914-665-2433

www.cmvny.com

New York City Department of 

Consumer Affairs

42 Broadway

New York, NY 10004

212-639-9675

718-286-2296 (in Korean)

TTY: 212-487-2710

www.nyc.gov/consumers

Town of Colonie Consumer 

Protection Board

534 Loudon Rd.

Memorial Town Hall

Newtonville, NY 12128

518-783-2787

www.colonie.org

Yonkers Consumer Protection 

Bureau

87 Nepperhan Ave., Room 212

Yonkers, NY 10701

914-377-6808

914-377-3000 (Helpline)

www.yonkersny.gov

North Carolina

State Offices

North Carolina Department 

of Agriculture and Consumer 

Services

1001 Mail Service Center

Raleigh , NC 27699-1001

919-733-3000

www.agr.state.nc.us/index.

htm

North Carolina Office of the 

Attorney General

Consumer Protection Division

Mail Service Center 9001

Raleigh, NC 27699-9001

919-716-6000

Toll free: 1-877-566-7226 (NC)

www.ncdoj.gov

North Dakota

State Offices

Office of the Attorney General

Consumer Protection and 

Antitrust Division

1050 E. Interstate Ave., Suite 200

Gateway Professional Center

Bismarck, ND 58503-5574

701-328-3404

Toll free: 1-800-472-2600

TTY: 1-800-366-6888

: ndag@nd.gov

www.ag.nd.gov

Ohio

State Offices

Ohio Attorney General’s Office

Consumer Protection Section

30 E. Broad St., 14th Floor

Columbus, OH 43215-3400

614-466-4320

Toll free: 1-800-282-0515

www.ohioattorneygeneral.gov

www.speakoutohio.gov 

(consumer website)

County Offices

Summit County Office of 

Consumer Affairs

175 S. Main St., Suite 209

Akron, OH 44308

330-643-2879

: consumeraffairs@summitoh.

net

www.co.summit.oh.us/

conaffairs.htm

Oklahoma

State Offices

Oklahoma Attorney General

Consumer Protection Unit

313 N.E. 21st St.

Oklahoma City, OK 73105

405-521-3921 (Oklahoma City)

918-581-2885 (Tulsa)

www.oag.ok.gov

Oklahoma Department of 

Consumer Credit

4545 N. Lincoln Blvd., Suite 164

Oklahoma City, OK 73105-3403

405-521-3653

Toll free: 1-800-448-4904

: webmaster@okdocc.state.

ok.us

www.okdocc.state.ok.us

Oregon

State Offices

Oregon Department of Justice

Financial Fraud/Consumer 

Protection Section

1162 Court St., NE

Salem, OR 97301-4096

503-378-4320 (Salem)

503-229-5576 (Portland)

Toll free: 1-877-877-9392 (OR)

TTY: 1-800-735-2900

: consumer.hotline@doj.state.

or.us

www.doj.state.or.us

Pennsylvania

State Offices

Office of the Attorney General

Bureau of Consumer Protection

Strawberry Square, 14th Floor

Harrisburg, PA 17120

717-787-9707

Toll free: 1-800-441-2555 (PA)

Toll free: 1-888-520-6680 (Home 

Improvement)

www.attorneygeneral.gov

Regional Offices

Erie Regional Office of the 

Attorney General

Bureau of Consumer Protection

1001 State St., 10th Floor

Erie, PA 16501

814-871-4371

www.attorneygeneral.gov

Philadelphia Regional Office of 

the Attorney General 

Bureau of Consumer Protection

21 S. 12th St., 2nd Floor

Philadelphia, PA 19107

215-560-2414

www.attorneygeneral.gov
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 123

State, county & City Consumer Protection offices

State & Local

Pittsburgh Regional Office of 

the Attorney General

Bureau of Consumer Protection

564 Forbes Ave.

Manor Complex, 6th Floor

Pittsburgh, PA 15219

412-565-5135

Toll free: 1-800-441-2555

www.attorneygeneral.gov

Scranton Regional Office of the 

Attorney General

Bureau of Consumer Protection

101 Penn Ave.

100 Samter Building

Scranton, PA 18503

570-963-4913

www.attorneygeneral.gov

County Offices

Bucks County Department of 

Consumer Protection

50 N. Main St.

Doylestown, PA 18901

215-348-7442

: consumerprotection@

co.bucks.pa.us

www.buckscounty.org

Delaware County Consumer 

Affairs

201 W. Front St.

Government Center Building

Media, PA 19063

610-891-4865

www.co.delaware.pa.us/

consumeraffairs

Puerto Rico

State Offices

Department de Asuntos Del 

Consumidor

Minillas Station

Apartado 41059

Santurce, PR 00940

787-722-7555

Toll free: 1-866-520-3226 (PR)

www.daco.gobierno.pr

Rhode Island

State Offices

Rhode Island Department of the 

Attorney General

Consumer Protection Unit

150 S. Main St.

Providence, RI 02903

401-274-4400

: contactus@riag.ri.gov

www.riag.state.ri.us

South Carolina

State Offices

South Carolina Department of 

Consumer Affairs

PO Box 5757

3600 Forest Dr., 3rd Floor

Columbia, SC 29250

803-734-4200

Toll free: 1-800-922-1594 (SC)

: scdca@scconsumer.gov

www.scconsumer.gov

South Dakota

State Offices

South Dakota Office of the 

Attorney General

Consumer Protection

1302 E. Highway 14, Suite 3

Pierre, SD 57501

605-773-4400

Toll free: 1-800-300-1986 (SD)

TTY: 605-773-6585

: consumerhelp@state.sd.us

www.state.sd.us/atg

Tennessee

State Offices

Tennessee Office of the 

Attorney General

Consumer Advocate and 

Protection Division

PO Box 20207

Nashville, TN 37202-0207

615-741-1671

www.attorneygeneral.state.

tn.us

Tennessee Department of 

Commerce and Insurance

Division of Consumer Affairs

500 James Robertson Parkway 

12th Floor

Nashville, TN 37243-0600

615-741-4737

Toll free: 1-800-342-8385 (TN)

: consumer.affairs@tn.gov

www.tn.gov/consumer

Texas

State Offices

Texas Office of the Attorney 

General

Consumer Protection Division

PO Box 12548

Austin, TX 78711-2548

512-463-2185

Toll free: 1-800-621-0508

www.oag.state.tx.us

Regional Offices

Office of the Attorney General - 

Dallas Region

Consumer Protection Division

1412 Main St., Suite 810

Dallas, TX 75202

214-969-7639

Toll free: 1-800-621-0508 (TX)

www.oag.state.tx.us

Office of the Attorney General - 

El Paso Region

Consumer Protection Division

401 E. Franklin Ave., Suite 530

El Paso, TX 79901

915-834-5800

www.oag.state.tx.us

Office of the Attorney General - 

Houston Region

Consumer Protection Division

808 Travis St., Suite 1520

Houston, TX 77002-

713-223-5886

Toll free: 1-800-621-0508 (TX)

www.oag.state.tx.us

Office of the Attorney General - 

Lubbock Region

Consumer Protection Division

4630 50th St., Suite 500

Lubbock, TX 79414

806-747-5238

Toll free: 1-800-621-0508 (TX)

www.oag.state.tx.us

Office of the Attorney General - 

McAllen Region

Consumer Protection Division

3201 N. McColl Rd., Suite B

McAllen, TX 78501

956-682-4547

Toll free: 1-800-621-0508 (TX)

www.oag.state.tx.us
124 www.USA.gov 

State, county & City Consumer Protection offices

Office of the Attorney General - 

San Antonio Region

Consumer Protection Division

115 E. Travis St., Suite 925

San Antonio, TX 78205

210-224-1007

Toll free: 1-800-621-0508 (TX)

www.oag.state.tx.us

County Offices

Dallas County District 

Attorney’s Office

Check Division/ID Fraud

133 N. Industrial Blvd., LB 19

Dallas, TX 75207

214-653-3672

www.dallasda.com

Harris County District 

Attorney’s Office 

Consumer Protection Section

1201 Franklin St., Suite 600

Houston, TX 77002-1923

713-755-5836

app.dao.hctx.net

Utah

State Offices

Utah Department of Commerce

Division of Consumer Protection

PO Box 146704

160 E. 300 S, 2nd Floor

Salt Lake City, UT 84114-6704

801-530-6601

Toll free: 1-800-721-7233

: consumerprotection@utah.

gov

www.consumerprotection.

utah.gov

Vermont

State Offices

Vermont Office of the Attorney 

General

Consumer Assistance Program

146 University Pl.

Burlington, VT 05405

802-656-3183

Toll free: 1-800-649-2424 (VT)

: consumer@uvm.edu

www.atg.state.vt.us

Vermont Agency of 

Agriculture, Food, and Markets

Food Safety and Consumer 

Protection

116 State St.

Montpelier, VT 05620

802-828-2436

www.vermontagriculture.com

Virgin Islands

State Offices

Virgin Islands Department 

of Licensing and Consumer 

Affairs

3000 Golden Rock Shopping 

Center, Suite 9

St. Croix, VI 00820

340-773-2226

www.dlca.gov.vi

Virgin Islands Department 

of Licensing and Consumer 

Affairs

8201 Sub Base, Suite 1

Property and Procurement Bldg.

St. Thomas, VI 00802

340-774-3130

www.dlca.gov.vi

Virginia

State Offices

Virginia Department of 

Agriculture and Consumer 

Services

Office of Consumer Affairs

102 Governor St.

Richmond, VA 23219

804-786-2042

Toll free: 1-800-552-9963 (VA)

TTY: 1-800-828-1120

: webmaster.vdacs@vdacs.

virginia.gov

www.vdacs.virginia.gov

County Offices

Fairfax County Department of 

Cable Communications and 

Consumer Protection

12000 Government Center 

Parkway, Suite 433

Fairfax, VA 22035

703-222-8435

TTY: 711

www.fairfaxcounty.gov/

consumer.htm

City Offices

Office of Consumer Affairs

301 King St. 

City Hall, Room 1900

Alexandria, VA 22313

703-746-4350

www.alexandriava.gov/citizen

Office of the Commonwealth’s 

Attorney

Consumer Affairs Division

2425 Nimmo Parkway

Judicial Center, Building 10B

Virginia Beach, VA 23456

757-385-6373

: OCACAAdmin@vbgov.com

www.vbgov.com/dept/oca/

Washington

State Offices

Washington Office of the 

Attorney General

Toll free: 1-800-551-4636

TTY: 1-800-833-6384

www.atg.wa.gov

Regional Offices

Bellingham Office of the 

Attorney General

Consumer Protection Division 

(Island, San Juan, Skagit and 

Whatcom Counties)

103 E. Holly St., Suite 308

Bellingham, WA 98225-4728

360-676-2037

Toll free: 1-800-551-4636 (WA)

TTY: 1-800-833-6384

www.atg.wa.gov

Seattle Office of the Attorney 

General 

Consumer Protection Division 

(N. King, Snohomish, Clallam 

and Jefferson Counties and 

Bainbridge Island)

800 5th Ave., Suite 2000

Seattle, WA 98104

206-464-7744

Toll free: 1-800-551-4636 (WA)

TTY: 1-800-833-6384

www.atg.wa.gov
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 125

State, county & City Consumer Protection offices

State & Local

Spokane Office of the Attorney 

General 

Consumer Protection Division 

(Eastern Washington)

1116 W. Riverside Ave.

Spokane, WA 99201-1194

509-456-3123

Toll free: 1-800-551-4636 (WA)

TTY: 1-800-833-6384

www.atg.wa.gov

Tacoma Office of the Attorney 

General

Consumer Protection Division 

(Pierce, Mason, Grays Harbor 

Kitsap, and South King Counties)

1250 Pacific Ave.

Tacoma, WA 98402

253-593-5243

Toll free: 1-800-551-4636 (WA)

TTY: 1-800-833-6384

www.atg.wa.gov

Vancouver Office of the 

Attorney General

Consumer Protection Division 

(Clark, Cowlitz, Pacific, Skamania, 

Wahkiakum, Lewis, and Thurston 

Counties)

1220 Main St., Suite 549

Vancouver, WA 98660-2964

360-759-2100

Toll free: 1-800-551-4636 (WA)

TTY: 1-800-833-6384

www.atg.wa.gov/consumer

West Virginia

State Offices

Office of the Attorney General

Consumer Protection Division

PO Box 1789

Charleston, WV 25326-1789

304-558-8986

Toll free: 1-800-368-8808 (WV)

: consumer@wvago.gov

www.wvago.gov

Wisconsin

State Offices

Wisconsin Department 

of Agriculture, Trade and 

Consumer Protection

Bureau of Consumer Protection

2811 Agriculture Dr.

PO Box 8911

Madison, WI 53708-8911

608-224-4949

Toll free: 1-800-422-7128 (WI)

TTY: 608-224-5058

: hotline@datcp.state.wi.us

www.datcp.state.wi.us

Wyoming

State Offices

Office of the Attorney General

Consumer Protection Unit

200 W. 24th St.

123 State Capitol

Cheyenne, WY 82002

307-777-7841

TTY: 307-777-5351

attorneygeneral.state.wy.us
STATE BANKIN G AUTHORITIES

126 www.USA.gov 

Alabama

State Banking Department

PO Box 4600

Montgomery, AL 36103-4600

334-242-3452

Toll free: 1-866-465-2279

www.banking.alabama.gov

Alaska

Department of Commerce, 

Community and Economic 

Development

Division of Banking and Securities

PO Box 110807

Juneau, AK 99811-0807

907-465-2521

Toll free: 1-888-925-2521

TTY: 907-465-5437

 dbsc@commerce.state.ak.us

www.commerce.state.ak.us/

bsc/home.htm

Arizona

Department of Financial 

Institutions

2910 N. 44th St., Suite 310

Phoenix, AZ 85018

602-771-2800

Toll free: 1-800-544-0708

 consumeraffairs@azdfi.gov

www.azdfi.gov

Arkansas

State Bank Department

400 Hardin Rd., Suite 100

Little Rock, AR 72211

501-324-9019

 asbd@banking.state.ar.us

www.arkansas.gov/bank

California

State Department of Financial 

Institutions

45 Fremont St., Suite 1700

San Francisco, CA 94105-2219

415-263-8500

916-322-0622 (Consumer Services)

Toll free: 1-800-622-0620 (CA)

: consumer@dfi.ca.gov

www.dfi.ca.gov

Colorado

Department of Regulatory 

Agencies

Division of Banking

1560 Broadway, Suite 975

Denver, CO 80202

303-894-7575

: banking@dora.state.co.us

www.dora.state.co.us/banking

Connecticut

Connecticut Department of 

Banking

Government Relations and 

Consumer Affairs

260 Constitution Plaza

Hartford, CT 06103

860-240-8299

Toll free: 1-800-831-7225

www.state.ct.us/dob

Delaware

Office of the State Bank 

Commissioner

555 E. Loockerman St., Suite 210

Dover, DE 19901

302-739-4235

www.banking.delaware.gov

District of Columbia

Department of Insurance, 

Securities and Banking

Attn: Consumer Protection 

Advocate

810 1st St., NE, Suite 701

Washington, DC 20002

202-727-8000

: disb@dc.gov

www.disb.dc.gov

Florida

Office of Financial Regulation

Division of Financial Institutions

200 E. Gaines St.

Tallahassee, FL 32399-0371

850-410-9800

Toll free: 1-800-848-3792 (FL)

: ofr@flofr.com

www.flofr.com

Georgia

Department of Banking and 

Finance

2990 Brandywine Rd., Suite 200

Atlanta, GA 30341-5565

770-986-1633

Toll free: 1-888-986-1633 (GA)

www.dbf.georgia.gov

Hawaii

Department of Commerce and 

Consumer Affairs

Division of Financial Institutions

PO Box 2054

Honolulu, HI 96805

808-586-2820

808-984-2400, 6-2820# (Maui)

808-974-4000, 6-2820# (Hawaii)

808-274-3141 (Kauai)

Toll free: 1-800-468-4644 (Lanai 

and Molokai)

: dfi@dcca.hawaii.gov

www.hawaii.gov/dcca/dfi

Idaho

Department of Finance

Financial Institutions Bureau

PO Box 83720

Boise, ID 83720-0031

208-332-8005

Toll free: 1-888-346-3378 (ID)

: finance@finance.idaho.gov

www.finance.idaho.gov

Contacting Your Local Banking Authority 

The officials listed below regulate and supervise state-chartered banks. Many 

of them handle or refer problems and complaints about other types of financial 

institutions as well. Some also answer general questions about banking and 

consumer credit. If you are dealing with a federally chartered bank, check "Federal 

Agencies" on page 96. Also see the chart in the “Banking” section on page 3.
STATE BANKIN G AUTHORITIES

1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 127

STATE BANKING AUTHORITIES

Illinois

Department of Financial and 

Professional Regulation

320 W. Washington St.

Springfield, IL 62786

217-782-3000

Toll free: 1-800-532-8785

TTY: 217-524-6644

www.idfpr.com

Indiana

Department of Financial 

Institutions

30 S. Meridian St., Suite 300

Indianapolis, IN 46204

317-232-3955

Toll free: 1-800-382-4880 (IN)

www.in.gov/dfi

Iowa

Division of Banking

200 E. Grand Ave., Suite 300

Des Moines, IA 50309-1827

515-281-4014

www.idob.state.ia.us

Kansas

Office of the State Bank 

Commissioner

700 S.W. Jackson St., Suite 300

Topeka, KS 66603-3714

785-296-2266

Toll free: 1-877-387-8523 

(Consumer Helpline)

: complaints@osbckansas.org

www.osbckansas.org

Kentucky

Department of Financial 

Institutions

1025 Capitol Center Dr., Suite 200

Frankfort, KY 40601

502-573-3390

Toll free: 1-800-223-2579

: kfi@ky.gov

www.kfi.ky.gov

Louisiana

Office of Financial Institutions

PO Box 94095

Baton Rouge, LA 70804-9095

225-925-4660

: ofila@ofi.la.gov

www.ofi.state.la.us

Maine

Bureau of Financial Institutions

36 State House Station

Augusta, ME 04333-0036

207-624-8570

Toll free: 1-800-965-5235

www.maine.gov/pfr/

financialinstitutions

Maryland

Commissioner of Financial 

Regulation

500 N. Calvert St., Suite 402

Baltimore, MD 21202

410-230-6077

Toll free: 1-888-784-0136 (MD)

TTY: 410-767-2117

: CFRComplaints@dllr.state.

md.us

www.dllr.state.md.us/finance

Massachusetts

Division of Banks

1000 Washington St., 10th Floor

Boston, MA 02110-6400

617-956-1500

Toll free: 1-800-495-2265 (MA)

TTY: 617-956-1577

: dobconsumer.assistan@state.

ma.us

www.mass.gov/dob

Michigan

Office of Financial and 

Insurance Regulation

PO Box 30220

Lansing, MI 48909-7720

517-373-0220

Toll free: 1-877-999-6442 (MI)

: ofir-fin-info@michigan.gov

www.michigan.gov/ofir

Minnesota

Department of Commerce

Financial Examinations Division

85 7th Pl. E., Suite 500

St. Paul, MN 55101

651-296-2135

TTY: 651-296-2860

: financial.commerce@state.

mn.us

www.commerce.state.mn.us

Mississippi

Department of Banking and 

Consumer Finance

501 N. West St.

901 Woolfolk Building, Suite A

Jackson, MS 39201

601-359-1031

Toll free: 1-800-844-2499 (MS)

www.dbcf.state.ms.us

Missouri

Department of Finance

301 W. High St., Room 630

PO Box 716

Jefferson City, MO 65102

573-751-3242

: finance@dof.mo.gov

www.finance.mo.gov

Montana

Division of Banking and 

Financial Institutions

PO Box 200546

301 S. Park Ave., Suite 316

Helena, MT 59620

406-841-2920

Toll free: 1-800-914-8423

TTY: 406-444-1421

www.banking.mt.gov

Nebraska

Department of Banking and 

Finance

PO Box 95006

Lincoln, NE 68509-5006

402-471-2171

Toll free: 1-877-471-3445

www.ndbf.ne.gov

Nevada

Department of Business and 

Industry

Financial Institutions Division

2785 E. Desert Inn Rd.

Las Vegas, NV 89121

702-486-4120

Toll free: 1-866-858-8951 (NV)

: FIDMaster@fid.state.nv.us

www.fid.state.nv.us
STATE BANKIN G AUTHORITIES

128 www.USA.gov 

New Hampshire

State Banking Department

53 Regional Dr., Suite 200

Concord, NH 03301

603-271-3561

Toll free: 1-800-437-5991

TTY: 1-800-735-2964

: NHBD@Banking.State.NH.US

www.nh.gov/banking

New Jersey

Department of Banking and 

Insurance

Division of Banking

PO Box 040

Trenton, NJ 08625

609-292-7272

Toll free: 1-800-446-7467

www.state.nj.us/dobi

New Mexico

Regulation and Licensing 

Department

Financial Institutions Division

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87505

505-476-4885

: rld.fid@state.nm.us

www.rld.state.nm.us/FID

New York

Banking Department

Consumer Help Unit

One State St.

New York, NY 10004-1417

212-709-3530

Toll free: 1-877-226-5697 (NY)

: consumer@banking.state.

ny.us

www.banking.state.ny.us

North Carolina

Commissioner of Banks

4309 Mail Service Center

Raleigh, NC 27699-4309

Toll free: 1-888-384-3811

www.nccob.org

North Dakota

Department of Financial 

Institutions

2000 Schafer St., Suite G

Bismarck, ND 58501-1204

701-328-9933

TTY: 1-800-366-6888 (ND)

: dfi@nd.gov

www.nd.gov/dfi

Ohio

Department of Commerce

Division of Financial Institutions

Consumer Complaints

77 S. High St., 21st Floor

Columbus, OH 43215-6120

614-728-8400

Toll free: 1-866-278-0003

TTY: 1-800-750-0750

: webdfi-cf@com.state.oh.us

www.com.ohio.gov/fiin

Oklahoma

State Banking Department

2900 N. Lincoln Blvd.

Oklahoma City, OK 73105

405-521-2782

www.osbd.state.ok.us

Oregon

Department of Consumer and 

Business Services

Division of Finance and Corporate 

Securities

PO Box 14480

Salem, OR 97309-0405

503-378-4140

Toll free: 1-866-814-9710

: dcbs.dfcsmail@state.or.us

dfcs.oregon.gov

Pennsylvania

Department of Banking

17 N. Second St., Suite 1300

Harrisburg, PA 17101-2290

717-787-2665

Toll free: 1-800-722-2657

TTY: 1-800-679-5070

www.banking.state.pa.us

Puerto Rico

Oficina del Comisionado de 

Instituciones Financieras

PO Box 11855

San Juan, PR 00910-3855

787-723-3131

www.ocif.gobierno.pr

Rhode Island

Department of Business 

Regulation

Division of Banking

1511 Pontiac Ave.

Cranston, RI 02920

401-462-9503

: bankinquiry@dbr.state.ri.us

www.dbr.state.ri.us

South Carolina

Office of the Commissioner of 

Banking

1205 Pendleton St., Suite 305

Columbia, SC 29201

803-734-2001

www.banking.sc.gov

South Dakota

Department of Labor and 

Regulation

Division of Banking

217 1/2 W. Missouri Ave.

Pierre, SD 57501-4590

605-773-3421

: drr.banking.info@state.sd.us

www.dlr.sd.gov/reg/bank

Tennessee

Department of Financial 

Institutions

Consumer Resources Division

414 Union St., Suite 1000

Nashville, TN 37219

615-253-2023

Toll free: 1-800-778-4215

: TDFI.ConsumerResources@

state.tn.us

www.tennessee.gov/tdfi
STATE BANKIN G AUTHORITIES

1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 129

STATE BANKING AUTHORITIES

Texas

Department of Banking

2601 N. Lamar Blvd., Suite 201

Austin, TX 78705

512-475-1300

Toll free: 1-877-276-5554 

(Consumer Hotline)

: consumer.complaints@

banking.state.tx.us

www.banking.state.tx.us

Utah

Department of Financial 

Institutions

PO Box 146800

Salt Lake City, UT 84114-6800

801-538-8830

www.dfi.utah.gov

Vermont

Department of Banking, 

Insurance, Securities and 

Health Care Administration

Division of Banking

89 Main St., Drawer 20

Montpelier, VT 05620-3101

802-828-3301

Toll free: 1-888-568-4547

: BISHCA-BNKConsumer@

state.vt.us

www.bishca.state.vt.us

Virgin Islands

Office of the Lieutenant 

Governor 

Division of Banking and Insurance

18 Kongens Gade

St. Thomas, VI 00802

340-774-7166

www.ltg.gov.vi

Virginia

State Corporation Commission

Bureau of Financial Institutions

PO Box 640

Richmond, VA 23218

804-371-9657

804-371-9705

Toll free: 1-800-552-7945 (VA)

TTY: 804-371-9206

: bfiquestions@scc.virginia.gov

www.scc.virginia.gov

Washington

Department of Financial 

Institutions

PO Box 41200

Olympia, WA 98504-1200

360-902-8700

Toll free: 1-877-746-4334

TTY: 360-664-8126

www.dfi.wa.gov

West Virginia

Division of Banking

One Players Club Dr., Suite 300

Charleston, WV 25311

304-558-2294

www.wvdob.org

Wisconsin

Department of Financial 

Institutions

Division of Banking

PO Box 7876

Madison, WI 53707-7876

608-261-7578

TTY: 608-266-8818

: askthesecretary@dfi.state.

wi.us

www.wdfi.org

Wyoming

Division of Banking

122 W. 25th St.

Herschler Building, 3rd Floor, E

Cheyenne, WY 82002

307-777-7797

audit.state.wy.us/banking
130 www.USA.gov 

STATE Insurance RE GULA TORS

Alabama

Department of Insurance

PO Box 303351

Montgomery, AL 36130-3351

334-241-4141 (Consumer Services)

334-269-3550

: ConsumerServices@

insurance.alabama.gov

www.aldoi.gov

Alaska

Division of Insurance

Department of Commerce, 

Community and Economic 

Development

550 W. 7th Ave., Suite 1560

Robert B. Atwood Building

Anchorage, AK 99501-3567

907-269-7900

Toll free: 1-800-467-8725

TTY: 907-465-5437

: insurance@alaska.gov

www.dced.state.ak.us/

insurance

Arizona

Department of Insurance

Consumer Affairs Division

2910 N. 44th St., Suite 210

Phoenix, AZ 85018-7269

602-364-2499

Toll free: 1-800-325-2548 (AZ)

: consumers@azinsurance.gov

www.id.state.az.us

Arkansas

Insurance Department

Consumer Services Division

1200 W. Third St.

Little Rock, AR 72201-1904

501-371-2640

Toll free: 1-800-852-5494

: insurance.consumers@

arkansas.gov

www.insurance.arkansas.gov

California

California Department of 

Insurance

Consumer Services Division

300 S. Spring St., South Tower

Los Angeles, CA 90013

213-897-8921

Toll free: 1-800-927-4357 (CA)

TTY: 1-800-482-4833

www.insurance.ca.gov

Department of Managed Health 

Care, California HMO Help 

Center

980 9th St., Suite 500

Sacramento, CA 95814-2725

Toll free: 1-888-466-2219

TTY: 1-877-688-9891

: GenInfo@dmhc.ca.gov

www.hmohelp.ca.gov

Colorado

Division of Insurance

1560 Broadway, Suite 850

Denver, CO 80202

303-894-7490 (Consumer 

Information)

Toll free: 1-800-930-3745 (CO)

TTY: 711

: insurance@dora.state.co.us

www.dora.state.co.us/

Insurance

Connecticut

Insurance Department

Consumer Affairs Division

PO Box 816

Hartford, CT 06142-0816

860-297-3900

Toll free: 1-800-203-3447 (CT)

: cid.ca@ct.gov

www.ct.gov/cid

Delaware

Delaware Insurance 

Department

841 Silver Lake Blvd.

Dover, DE 19904

302-674-7310

Toll free: 1-800-282-8611

: consumer@state.de.us

www.delawareinsurance.gov

District of Columbia

Department of Insurance, 

Securities and Banking

Attn: Consumer Protection 

Advocate

810 First St., NE, Suite 701

Washington, DC 20002

202-727-8000

: disb@dc.gov

www.disb.dc.gov

Florida

Office of Insurance Regulation

200 E. Gaines St.

Tallahassee, FL 32399

850-413-3140

Toll free: 1-877-693-5236

www.floir.com

Georgia

Insurance and Safety Fire 

Commissioner

Two Martin Luther King, Jr. Dr.

West Tower, Suite 716

Atlanta, GA 30334

404-656-2070

Toll free: 1-800-656-2298 (GA)

TTY: 711

www.gainsurance.org

Hawaii

Department of Commerce and 

Consumer Affairs

Insurance Division

PO Box 3614

Honolulu, HI 96811

808-586-2790

: insurance@dcca.hawaii.gov

www.hawaii.gov/dcca/ins

Contacting Your Local Insurance Regulator 

The officials listed below enforce laws and regulations for each type of insurance. 

Many of these offices can also provide you with information to help you make 

informed insurance-buying decisions. See the “Insurance” section in Part I of this 

Handbook for advice (p. 27). 

If you have a question or complaint about your insurance company’s policies, 

contact the company before you contact your state insurance regulator.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 131

STATE Insurance REGULATORS

STATE Insurance RE GULA TORS

Idaho

Department of Insurance

Consumer Affairs Bureau

PO Box 83720

700 W. State St.

Boise, ID 83720-0043

208-334-4250

Toll free: 1-800-721-3272 (ID)

www.doi.idaho.gov

Illinois

Division of Insurance - 

Springfield

320 W. Washington St.

Springfield, IL 62767-0001

217-782-4515

Toll free: 1-877-527-9431 (Office of 

Consumer Health Insurance)

Toll free: 1-866-445-5364 

(Consumer Assistance Hotline)

TTY: 217-524-4872

: doi.director@illinois.gov

www.insurance.illinois.gov

Indiana

Department of Insurance

Consumer Services Division

311 W. Washington St., Suite 300

Indianapolis, IN 46204

317-232-2395

Toll free: 1-800-622-4461 (IN)

: consumerservices@idoi.

in.gov

www.in.gov/idoi

Iowa

Division of Insurance

330 Maple St.

Des Moines, IA 50319-0065

515-281-6348

Toll free: 1-877-955-1212 (IA)

www.iid.state.ia.us

Kansas

Kansas Insurance Department

Consumer Assistance Division

420 S.W. 9th St.

Topeka, KS 66612

785-296-3071

Toll free: 1-800-432-2484 (KS)

TTY: 1-877-235-3151

: commissioner@ksinsurance.

org

www.ksinsurance.org

Kentucky

Department of Insurance

Consumer Protection and 

Education Division

PO Box 517

Frankfort, KY 40602-0517

502-564-6034

Toll free: 1-800-595-6053

TTY: 1-800-648-6056

: doi.info@ky.gov

insurance.ky.gov

Louisiana

Department of Insurance

PO Box 94214

Baton Rouge, LA 70804-9214

225-342-5900

Toll free: 1-800-259-5300

www.ldi.state.la.us

Maine

Bureau of Insurance

34 State House Station

Augusta, ME 04333-0034

207-624-8475

Toll free: 1-800-300-5000 (ME)

TTY: 1-888-577-6690

: Insurance.PFR@maine.gov

www.maine.gov/insurance

Maryland

Insurance Administration

200 St. Paul Pl., Suite 2700

Baltimore, MD 21202

410-468-2000

Toll free: 1-800-492-6116

TTY: 1-800-735-2258

www.mdinsurance.state.md.us

Massachusetts

Division of Insurance

1000 Washington St., Suite 810

Boston, MA 02118-6200

617-521-7794

www.state.ma.us/doi

Michigan

Office of Financial and 

Insurance Regulation

PO Box 30220

Lansing, MI 48909-7720

517-373-0220

Toll free: 1-877-999-6442

: ofir-ins-info@michigan.gov

www.michigan.gov/ofir

Minnesota

Department of Commerce

Market Assurance Division

Suite 500

85 7th Place E

St. Paul, MN 55101

651-296-2488

Toll free: 1-800-657-3602 (MN)

: market.assurance@state.

mn.us

www.insurance.mn.gov

Mississippi

Department of Insurance

PO Box 79

Jackson, MS 39205

601-359-3569

Toll free: 1-800-562-2957 (MS)

: consumer@mid.state.ms.us

www.mid.state.ms.us

Missouri

Missouri Department of 

Insurance, Financial, and 

Professional Registration

Consumer Affairs Division

PO Box 690

Jefferson City, MO 65102-0690

573-751-4126

Toll free: 1-800-726-7390 (MO)

TTY: 573-526-4536

: consumeraffairs@insurance.

mo.gov

www.insurance.mo.gov

Montana

Montana State Auditor’s Office

Insurance Division

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148 (MT)

TTY: 406-444-3246

www.sao.mt.gov

Nebraska

Department of Insurance

941 O St., Suite 400

PO Box 82089

Lincoln, NE 68501-2089

402-471-0888

Toll free: 1-877-564-7323 (NE)

TTY: 1-800-833-7352

: DOI.ConsumerAffairs@

nebraska.gov

www.doi.ne.gov
132 www.USA.gov 

STATE Insurance RE GULA TORS

Nevada

Department of Business and 

Industry

Division of Insurance

788 Fairview Dr., Suite 300

Carson City, NV 89701

775-687-4270

Toll free: 1-888-872-3234

: cscc@doi.state.nv.us

www.doi.state.nv.us/

Department of Business and 

Industry

Division of Insurance

2501 E. Sahara Ave., #302

Las Vegas, NV 89104

702-486-4009

Toll free: 1-888-872-3234

: cnsmsvlv@doi.state.nv.us

www.doi.state.nv.us/

New Hampshire

Department of Insurance

21 S. Fruit St., Suite 14

Concord, NH 03301

603-271-2261

Toll free: 1-800-852-3416 (NH)

TTY: 1-800-735-2964 (NH)

: consumerservices@ins.

nh.gov

www.nh.gov/insurance

New Jersey

Department of Banking and 

Insurance

Consumer Inquiries and 

Complaints

PO Box 471

Trenton, NJ 08625-0471

609-292-7272

Toll free: 1-800-446-7467

www.njdobi.org

New Mexico

Department of Insurance

PO Box 1269

Santa Fe, NM 87504-1269

505-827-4601

Toll free: 1-888-427-5772 (NM)

www.nmprc.state.nm.us

New York

Insurance Department

Consumer Services Bureau

One Commerce Plaza

Albany, NY 12257

518-474-6600

Toll free: 1-800-342-3736 (NY)

: consumers@ins.state.ny.us

www.ins.state.ny.us

Insurance Department

Consumer Services Bureau

25 Beaver St.

New York, NY 10004

212-480-6400

Toll free: 1-800-342-3736 (NY)

: consumers@ins.state.ny.us

www.ins.state.ny.us

North Carolina

Department of Insurance

1201 Mail Service Center

Raleigh, NC 27699-1201

919-807-6750 (Consumer Services)

Toll free: 1-800-546-5664 (NC, 

Consumer Services)

www.ncdoi.com

North Dakota

Insurance Department

State Capitol, 5th Floor

600 E. Boulevard Ave.

Bismarck, ND 58505-0320

701-328-2440

Toll free: 1-800-247-0560 (ND)

TTY: 1-800-366-6888

: insurance@nd.gov

www.nd.gov/ndins

Ohio

Department of Insurance

Office of Consumer Services

Suite 300

50 W. Town St., 3rd Floor

Columbus, OH 43215

614-644-2658

Toll free: 1-800-686-1526 

(Consumer Hotline)

Toll free: 1-800-686-1527 (Fraud 

Hotline)

Toll free: 1-800-686-1578 (Senior 

Hotline)

TTY: 614-644-3745

www.insurance.ohio.gov

Oklahoma

Insurance Department

3625 N.W. 56th St., Suite 100

Five Corporate Plaza

Oklahoma City, OK 73112

405-521-2991

Toll free: 1-800-522-0071 (OK)

www.ok.gov/oid

Oregon

Insurance Division

PO Box 14480

Salem, OR 97309-0405

503-947-7984

Toll free: 1-888-877-4894 (OR)

: cp.ins@state.or.us

www.insurance.oregon.gov

Pennsylvania

Insurance Department

Bureau of Consumer Service

1209 Strawberry Square

Harrisburg, PA 17120

717-787-2317

Toll free: 1-877-881-6388

TTY: 717-783-3898

: ra-in-consumer@state.pa.us

www.insurance.state.pa.us

Puerto Rico

Office of the Commissioner of 

Insurance

B5 Calle Tabonuco, Suite 216 PMB 

356

Guaynabo, PR 00968-3029

787-304-8686

Toll free: 1-888-722-8686

www.ocs.gobierno.pr

Rhode Island

Department of Business 

Regulation

Insurance Division

1511 Pontiac Ave.

Cranston, RI 02920

401-462-9520

: InsuranceInquiry@dbr.ri.gov

www.dbr.state.ri.us
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 133

STATE Insurance REGULATORS

STATE Insurance RE GULA TORS

South Carolina

Department of Insurance

Consumer Services

PO Box 100105

Columbia, SC 29202-3105

803-737-6180

Toll free: 1-800-768-3467 (SC)

: info@doi.sc.gov

www.doi.sc.gov

South Dakota

Department of Revenue and 

Regulation

Division of Insurance

445 E. Capital Ave.

Pierre, SD 57501

605-773-3563

: insurance@state.sd.us

www.sdjobs.org/reg/insurance

Tennessee

Department of Commerce and 

Insurance

Consumer Insurance Services

Davy Crockett Tower

500 James Robertson Parkway

Nashville, TN 37243

615-741-2218

Toll free: 1-800-342-4029 (TN)

: insurance.info@tn.gov

www.tn.gov/commerce

Texas

Department of Insurance

Consumer Protection (111-1A)

PO Box 149091

Austin, TX 78714-9091

512-463-6515

Toll free: 1-800-252-3439

TTY: 512 322-4238

: consumerprotection@tdi.

state.tx.us

www.tdi.state.tx.us

Utah

Department of Insurance

State Office Building, Room 3110

Salt Lake City, UT 84114-6901

801-538-3800

Toll free: 1-800-439-3805 (UT)

TTY: 801-538-3826

www.insurance.utah.gov

Vermont

Department of Banking, 

Insurance, Securities and 

Health Care Administration

Insurance Division - Consumer 

Services

89 Main St.

Montpelier, VT 05620-3101

802-828-3301

802-828-2900 (Health Insurance)

Toll free: 1-800-964-1784

Toll free: 1-800-631-7788 (Health 

Insurance)

: consumercomplaints@state.

vt.us

www.bishca.state.vt.us

www.vthealthinsurance.info

 Virgin Islands

Division of Banking and 

Insurance

5049 Kongens Gade

St. Thomas, VI 00802

340-774-7166

www.ltg.gov.vi

Virginia

Bureau of Insurance

State Corporation Commission

PO Box 1157

Richmond, VA 23218

804-371-9741

Toll free: 1-800-552-7945 (VA)

TTY: 804-371-9206

: bureauofinsurance@scc.

virginia.gov

www.scc.virginia.gov

Washington

Office of the Insurance 

Commissioner

Consumer Advocacy

PO Box 40256

Olympia, WA 98504-0256

360-725-7080

Toll free: 1-800-562-6900 (WA)

TTY: 360-586-0241

: cap@oic.wa.gov

www.insurance.wa.gov

West Virginia

Offices of the Insurance 

Commissioner

PO Box 50540

1124 Smith St.

Charleston, WV 25305-0540

304-558-3386

Toll free: 1-888-879-9842 (WV)

TTY: 1-800-435-7381

: consumer.service@

wvinsurance.gov

www.wvinsurance.gov

Wisconsin

Office of the Commissioner of 

Insurance

PO Box 7873

Madison, WI 53707-7873

608-266-0103

Toll free: 1-800-236-8517 (WI)

TTY: Dial 711 and ask for 608-266-

3586

: ocicomplaints@wisconsin.gov

oci.wi.gov

Wyoming

Department of Insurance

Consumer Affairs Section

106 E. 6th Ave.

Cheyenne, WY 82002

307-777-7402

Toll free: 1-800-438-5768 (WY)

insurance.state.wy.us
STATE Securities ADMINIS TRA TORS

134 www.USA.gov 

Alabama

Securities Commission

PO Box 304700

Montgomery, AL 36130-4700

334-242-2984

Toll free: 1-800-222-1253 (AL)

: asc@asc.alabama.gov

www.asc.state.al.us

Alaska

Department of Commerce, 

Community and Economic 

Development

Division of Banking and Securities

PO Box 110807

Juneau, AK 99811-0807

907-465-2521

Toll free: 1-888-925-2521 (AK)

TTY: 907-465-5437

: dbsc@alaska.gov

www.commerce.state.ak.us

Arizona

Arizona Corporation

Commission

Securities Division

1300 W. Washington St., 3rd Floor

Phoenix, AZ 85007

602-542-4242

Toll free: 1-866-837-4399 (AZ)

: info@azinvestor.gov

www.azinvestor.gov

Arkansas

Arkansas Securities 

Department

201 E. Markham St.

Heritage West Building, Suite 300

Little Rock, AR 72201-1692

501-324-9260

Toll free: 1-800-981-4429

: info@securities.arkansas.gov

www.securities.arkansas.gov

California

Department of Corporations

Consumer Services Office

1515 K St., Suite 200

Sacramento, CA 95814

Toll free: 1-866-275-2677

TTY: 1-800-735-2966

www.corp.ca.gov

Colorado

Department of Regulatory 

Agencies

Division of Securities

1560 Broadway, Suite 900

Denver, CO 80202

303-894-2320

TTY: 1-800-659-2656

: securities@dora.state.co.us

www.dora.state.co.us/

securities

Connecticut

Department of Banking

Securities and Business 

Investments Division

260 Constitution Plaza

Hartford, CT 06103-1800

860-240-8230

Toll free: 1-800-831-7225

www.ct.gov/dob

Delaware

Department of Justice

Division of Securities

820 N. French St., 5th Floor

State Office Building

Wilmington, DE 19801

302-577-8424

TTY: 302-577-5783

www.state.de.us/securities

District of Columbia

Deparment of Insurance, 

Securities and Banking

Attn: Consumer Protection 

Advocate

810 1st St., NE, Suite 701

Washington, DC 20002

202-727-8000

: disb@dc.gov

disb.dc.gov

Florida

Office of Financial Regulation

Division of Securities

200 E. Gaines St.

Attn: Securities Area Financial 

Manager

Tallahassee, FL 32399-0374

850-410-9500

Toll free: 1-800-848-3792 (FL)

: ofr@flofr.com

www.flofr.com

Georgia

Office of the Secretary of State

Division of Securities and 

Business Regulation

237 Coliseum Dr.

Macon, GA 31217-3858

404-656-3920

Toll free: 1-888-733-7427

: securities@sos.state.ga.us

www.sos.ga.gov/securities

Hawaii

Department of Commerce and 

Consumer Affairs

Securities Enforcement Branch

Business Registration Division

PO Box 40

Honolulu, HI 96810

808-586-2744

Toll free: 1-877-587-2267

: seb@dcca.hawaii.gov

www.hawaii.gov/dcca/sec

Contacting Your Local Securities Administrator 

State securities regulators protect the investing public. Each state has its own 

laws and regulations for securities brokers and securities, including stocks, 

mutual funds, commodities, real estate, etc. The agencies listed below enforce 

these laws and regulations; they also license securities professionals, register 

securities, and investigate consumer complaints. While these agencies do not 

provide investment advice, many of them offer educational resources so investors 

can make informed investment decisions. 

If you have a question or complaint about an investment, call the company or 

bank involved. If you are not satisfied with the response you get, call your state 

securities agency. See the “Investing” section in Part I of this Handbook for 

additional advice and sources of assistance (p. 35).
STATE Securities ADMINIS TRA TORS

1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 135

STATE Securi

ties ADMINIS

TRA

TORS

Idaho

Department of Finance

Securities Bureau

PO Box 83720

Boise, ID 83720-0031

208-332-8000

Toll free: 1-888-346-3378 (ID)

: finance@finance.idaho.gov

finance.idaho.gov

Illinois

Secretary of State

Securities Department

300 W. Jefferson St., Suite 300A

Jefferson Terrace

Springfield, IL 62702

217-782-2256

Toll free: 1-800-628-7937 (IL)

www.sos.state.il.us

Indiana

Office of the Secretary of State

Securities Division

302 W. Washington St., Room 

E-111

Indianapolis, IN 46204

317-232-6681

Toll free: 1-800-223-8791 (IN)

www.state.in.us/sos/securities

Iowa

Securities Bureau

340 Maple St.

Des Moines, IA 50319-0066

515-281-5705

Toll free: 1-877-955-1212 (IA)

: iowasec@iid.state.ia.us

www.iid.state.ia.us

Kansas

Office of the Securities 

Commissioner

109 S.W. 9th St., Suite 600

Topeka, KS 66612

785-296-3307

Toll free: 1-800-232-9580 (KS)

: ksc@ksc.ks.gov

www.ksc.ks.gov

Kentucky

Department of Financial 

Institutions

Division of Securities

1025 Capitol Center Dr., Suite 200

Frankfort, KY 40601-3868

502-573-3390

Toll free: 1-800-223-2579

: kfi@ky.gov

www.kfi.ky.gov

Louisiana

Office of Financial Institutions

Securities Division

PO Box 94095

Baton Rouge, LA 70804

225-925-4660

: ofila@ofi.louisiana.gov

www.ofi.state.la.us

Maine

Office of Securities

121 State House Station

Augusta, ME 04333-0121

207-624-8551

Toll free: 1-877-624-8551 (ME)

TTY: 1-888-577-6690

www.maine.gov/pfr/securities

Maryland

Office of the Attorney General

Securities Division

200 Saint Paul Pl.

Baltimore, MD 21202-2020

410-576-6360

Toll free: 1-888-743-0023 (MD)

TTY: 410-576-6372

: securities@oag.state.md.us

www.oag.state.md.us

Massachusetts

Office of the Secretary of the 

Commonwealth

Securities Division

One Ashburton Pl., 17th Floor, 

Room 1701

Boston, MA 02108

617-727-3548

Toll free: 1-800-269-5428 (MA)

TTY: 617-878-3889

: securities@sec.state.ma.us

www.sec.state.ma.us/sct

Michigan

Office of Financial and 

Insurance Regulation

Securities Division

PO Box 30220

Lansing, MI 48909

517-373-0220

Toll free: 1-877-999-6442

: ofir-sec-info@michigan.gov

www.michigan.gov/ofis

Minnesota

Department of Commerce

Market Assurance Division

85 7th Pl. E, Suite 600

St. Paul, MN 55101

651-296-4973

Toll free: 1-800-657-3602 (MN)

TTY: 651-296-2860

: securities.commerce@state.

mn.us

www.commerce.state.mn.us

Mississippi

Secretary of State’s Office

Securities Division

Business Regulation and 

Enforcement

PO Box 136

Jackson, MS 39205-0136

601-359-1048

Toll free: 1-888-236-6167

www.sos.ms.gov

Missouri

Office of the Secretary of State

Securities Division

600 W. Main St.

Jefferson City, MO 65101-1276

573-751-4136

Toll free: 1-800-721-7996 (MO)

: securities@sos.mo.gov

www.sos.mo.gov

Montana

Montana State Auditor’s Office

Securities Division

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148 (MT)

: stateauditor@mt.gov

www.sao.mt.gov
STATE Securities ADMINIS TRA TORS

136 www.USA.gov 

Nebraska

Department of Banking and 

Finance

Bureau of Securities

PO Box 95006

Lincoln, NE 68509-5006

402-471-3445

Toll free: 1-877-471-3445

www.ndbf.ne.gov

Nevada

Office of the Secretary of State

Securities Division

555 E. Washington Ave., Suite 5200

Las Vegas, NV 89101

702-486-2440

: nvsec@sos.nv.gov

www.sos.state.nv.us

New Hampshire

Bureau of Securities 

Regulation

107 N. Main St., #204

Concord, NH 03301

603-271-1463

Toll free: 1-800-994-4200

: securities@sos.nh.gov

www.sos.nh.gov/securities

New Jersey

Department of Law and Public 

Safety

Bureau of Securities

PO Box 47029

Newark, NJ 07101

973-504-3600

Toll free: 1-866-446-8378 (NJ)

: Askbureauofsecurities@dca.

lps.state.nj.us

www.njsecurities.gov

New Mexico

Regulation & Licensing 

Department

Securities Division

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87505

505-476-4580

Toll free: 1-800-704-5533 (NM)

www.rld.state.nm.us/securities

New York

Office of the Attorney General

Investor Protection Bureau

120 Broadway, 23rd Floor

New York, NY 10271

212-416-8200

www.oag.state.ny.us

North Carolina

Securities Division

PO Box 29622

Raleigh, NC 27626-0622

919-733-3924

Toll free: 1-800-688-4507 (Investor 

Hotline)

: secdiv@sosnc.com

www.sosnc.com

North Dakota

Securities Department

600 E. Boulevard Ave.

State Capitol, 5th Floor

Bismarck, ND 58505-0510

701-328-2910

Toll free: 1-800-297-5124 (ND)

: ndsecurities@nd.gov

www.ndsecurities.com

Ohio

Division of Securities

77 S. High St., 22nd Floor

Columbus, OH 43215-6131

614-644-7381

Toll free: 1-800-788-1194 (Investor 

Protection Hotline)

: securitiesgeneral.questions@

com.state.oh.us

www.com.ohio.gov/secu

Oklahoma

Department of Securities

120 N. Robinson Ave., Suite 860

First National Center

Oklahoma City, OK 73102

405-280-7700

: general@securities.state.

ok.gov

www.securities.ok.gov

Oregon

Department of Consumer and 

Business Services

Division of Finance and Corporate 

Securities

PO Box 14480

Salem, OR 97309-0405

503-378-4140

Toll free: 1-866-814-9710

TTY: 503-378-4100

: cp.ins@state.or.us

www.dfcs.oregon.gov

Pennsylvania

Securities Commission

Office of the Secretary

1010 N. 7th St.

Eastgate Office Building, 2nd 

Floor

Harrisburg, PA 17102-1410

717-787-8061

Toll free: 1-800-600-0007 (PA)

: pscwebmaster@state.pa.us

www.psc.state.pa.us

Puerto Rico

Office of the Commissioner of 

Financial Institutions

Securities Division

PO Box 11855

San Juan, PR 00910-3855

787-723-3131

: valores@ocif.gobierno.pr

www.ocif.gobierno.pr

Rhode Island

Department of Business 

Regulation

Securities Division

1511 Pontiac Ave.

Cranston, RI 02920

401-462-9527

: securitiesinquiry@dbr.ri.gov

www.dbr.state.ri.us

South Carolina

Office of the Attorney General

Securities Division

PO Box 11549

Columbia, SC 29211-1549

803-734-9916

www.scag.gov/scsecurities
STATE Securities ADMINIS TRA TORS

1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 137

STATE Securi

ties ADMINIS

TRA

TORS

South Dakota

Department of Labor and 

Regulation

Division of Securities

445 E. Capitol Ave.

Pierre, SD 57501-3185

605-773-4823

: drr.securities@state.sd.us

www.dlr.sd.gov/securities

Tennessee

Department of Commerce and 

Insurance

Securities Division

500 James Robertson Parkway

Davy Crockett Tower, Suite 680

Nashville, TN 37243-0575

615-741-2947

Toll free: 1-800-863-9117 (TN)

: Securities.1@tn.gov

www.state.tn.us/commerce/

securities

Texas

State Securities Board

PO Box 13167

Austin, TX 78711-3167

512-305-8300

www.ssb.state.tx.us

Utah

Department of Commerce

Division of Securities

PO Box 146760

Salt Lake City, UT 84114-6760

801-530-6600

Toll free: 1-800-721-7233 (UT)

: securities@utah.gov

www.securities.utah.gov

Vermont

Department of Banking, 

Insurance, Securities, & Health 

Care Administration

Securities Division

89 Main St.

Montpelier, VT 05620-3101

802-828-3301

www.vermontsecurities.info

Virginia

State Corporation Commission

Division of Securities and Retail 

Franchising

PO Box 1197

Richmond, VA 23218

804-371-9051

Toll free: 1-800-552-7945 (VA)

TTY: 804-371-9206

: SRF_General@scc.virginia.

gov

www.scc.virginia.gov/srf

Washington

Department of Financial 

Institutions

Division of Securities

PO Box 41200

Olympia, WA 98504-1200

360-902-8760

Toll free: 1-877-746-4334

TTY: 360-664-8126

: investorcomplaints@dfi.

wa.gov

www.dfi.wa.gov

West Virginia

State Auditor’s Office

Securities Commission

Building 1, Room W-100

1900 Kanawha Blvd.

Charleston, WV 25305

304-558-2251

: securities@wvsao.gov

www.wvsao.gov/

securitiescommission

Wisconsin

Department of Financial 

Institutions

Division of Securities

PO Box 1768, 4th Floor

Madison, WI 53701-1768

608-266-1064

TTY: 608-266-8818

www.wdfi.org

Wyoming

Office of the Secretary of State

Compliance Division

200 W. 24th St.

State Capitol Building

Cheyenne, WY 82002-0020

307-777-7370

: compliance@wyo.gov

soswy.state.wy.us
138 www.USA.gov 

STATE utilities COMMISSIONS

Alabama

Public Service Commission

Consumer Services

PO Box 304260

Montgomery, AL 36130

334-242-5025

Toll free: 1-800-392-8050 (AL)

www.psc.state.al.us

Alaska

Regulatory Commission of 

Alaska

Consumer Protection Department

701 W. 8th Ave., Suite 300

Anchorage, AK 99501-3469

907-276-6222

Toll free: 1-800-390-2782

TTY: 907-276-4533

: rca.mail@alaska.gov

rca.alaska.gov

Arizona

Arizona Corporation

Commission

Utilities Division

Consumer Services Section

1200 W. Washington St.

Phoenix, AZ 85007-2996

602-542-4251

Toll free: 1-800-222-7000 (AZ)

: mailmaster@azcc.gov

www.cc.state.az.us

Arkansas

Public Service Commission

Consumer Services Division

PO Box 400

Little Rock, AR 72203-0400

501-682-2051

Toll free: 1-800-482-1164 (AR)

TTY: 1-800-682-2698

: consumerissues@psc.state.

ar.us

www.arkansas.gov/psc

California

Public Utilities Commission

Consumer Affairs Branch

505 Van Ness Ave., Room 2250

San Francisco, CA 94102

415-703-2782

Toll free: 1-800-649-7570 (CA)

TTY: 1-800-229-6846

: public.advisor@cpuc.ca.go

www.cpuc.ca.gov

Colorado

Public Utilities Commission

Consumer Protection Division

1560 Broadway, Suite 250

Denver, CO 80202

303-894-2070

Toll free: 1-800-456-0858 (CO)

: puc@dora.state.co.us

www.dora.state.co.us/puc

Connecticut

Department of Energy and 

Environmental Protection

Public Utilities Regulatory 

Authority

10 Franklin Square

New Britain, CT 06051

860-827-1553

Toll free: 1-800-382-4586 (CT)

TTY: 860-827-2837

: dpuc.information@po.state.

ct.us

www.state.ct.us/dpuc

Delaware

Public Service Commission

861 Silver Lake Blvd.

Cannon Building, Suite 100

Dover, DE 19904

302-736-7500

Toll free: 1-800-282-8574 (DE)

www.depsc.delaware.gov

District of Columbia

DC Public Service Commission

Office of Consumer Services

1333 H St., NW, Suite 600

Washington, DC 20005

202-626-5120

www.dcpsc.org

Florida

Florida Public Service 

Commission

2540 Shumard Oak Blvd.

Tallahassee, FL 32399-0850

850-413-6100

Toll free: 1-800-342-3552 (FL)

TTY: 1-800-955-8771

: contact@psc.state.fl.us

www.floridapsc.com

Georgia

Public Service Commission

Consumer Affairs Division

244 Washington St., SW

Atlanta, GA 30334

404-656-4501

Toll free: 1-800-282-5813 (GA)

: gapsc@psc.state.ga.us

www.psc.state.ga.us

Hawaii

Public Utilities Commission

465 S. King St., Room 103

Honolulu, HI 96813

808-586-2020

: Hawaii.puc@hawaii.gov

www.puc.hawaii.gov

Idaho

Public Utilities Commission

Consumer Assistance Section

PO Box 83720

Boise, ID 83720-0074

208-334-0369

Toll free: 1-800-432-0369 (ID)

www.puc.idaho.gov

Illinois

Commerce Commission

Consumer Affairs

527 E. Capitol Ave.

Springfield, IL 62701

217-782-2024

Toll free: 1-800-524-0795 (IL)

TTY: 1-800-858-9277

www.icc.illinois.gov 

Contacting Your Local Utilities Commission 

State utilities commissions regulate services and rates for 

gas, electricity, and telephones in your state. In some states, 

the utility commissions regulate other services such as water, 

transportation, and the moving of household goods. Rates for 

utilities and services provided between states are regulated by the 

federal government. 

Many utility commissions handle consumer complaints. 

Sometimes, if they receive a number of complaints about the same 

utility matter, they will conduct investigations.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 139

STATE utilities COMMISSIONS

STATE utili

ties COMMISSIONS

Indiana

Utility Regulatory Commission

Consumer Affairs Division

101 W. Washington St., Suite 1500E

Indianapolis, IN 46204

317-232-2712

Toll free: 1-800-851-4268 (IN)

TTY: 317-232-8556

www.in.gov/iurc

Iowa

Utilities Board

Customer Service Group

1375 E. Court Ave., Room 69

Des Moines, IA 50319-0069

515-725-7300

Toll free: 1-877-565-4450 (IA)

: iub@iub.iowa.gov

www.state.ia.us/iub

Kansas

Corporation Commission

Office of Public Affairs and 

Consumer Protection

1500 S.W. Arrowhead Rd.

Topeka, KS 66604

785-271-3140

Toll free: 1-800-662-0027 (KS)

TTY: 1-800-766-3777

: public.affairs@kcc.ks.gov

www.kcc.state.ks.us

Kentucky

Public Service Commission

PO Box 615

211 Sower Blvd.

Frankfort, KY 40602

502-564-3940

Toll free: 1-800-772-4636

TTY: 1-800-648-6056

www.psc.state.ky.us

Louisiana

Public Service Commission

602 N. Fifth St., Galvez Building 

12th Floor

PO Box 91154

Baton Rouge, LA 70821-9154

225-342-4404

Toll free: 1-800-256-2397 (LA)

www.lpsc.org

Maine

Public Utilities Commission

Consumer Assistance Division

18 State House Station

Augusta, ME 04333-0018

207-287-3831

Toll free: 1-800-452-4699 (ME)

TTY: 1-800-437-1220

: maine.puc@maine.gov

www.state.me.us/mpuc

Maryland

Public Service Commission

Six St. Paul St., 16th Floor

Baltimore, MD 21202

410-767-8000

Toll free: 1-800-492-0474

TTY: 1-800-201-7165

www.psc.state.md.us

Massachusetts

Department of Public Utilities

Consumer Division

One South Station

Boston, MA 02110

617-737-2836

Toll free: 1-877-886-5066

TTY: 1-800-974-6006

: DPUConsumer.Complaints@

state.ma.us

www.mass.gov/dpu

Michigan

Public Service Commission

PO Box 30221

Lansing, MI 48909

517-241-6180

Toll free: 1-800-292-9555 (MI)

: mpsc_commissioners@

michigan.gov

www.michigan.gov/mpsc

Minnesota

Public Utilities Commission

Consumer Affairs Office

121 7th Pl. E, Suite 350

St. Paul, MN 55101-2147

651-296-0406

Toll free: 1-800-657-3782

: consumer.puc@state.mn.us

www.puc.state.mn.us

Mississippi

Public Service Commission

P.O. Box 1174

Woolfolk Building

Jackson, MS 39215

601-961-5430 (Central District)

601-961-5440 (Southern District)

601-961-5450 (Chairman & 

Northern District)

Toll free: 1-800-356-6430 (Central 

District)

Toll free: 1-800-356-6429 (Southern 

District)

Toll free: 1-800-356-6428 

(Chairman & Northern District)

www.psc.state.ms.us

Missouri

Public Service Commission

Consumer Services Department

PO Box 360

200 Madison St.

Jefferson City, MO 65102-0360

573-751-3234

Toll free: 1-800-392-4211 (MO)

TTY: 573-22-9061

: pscinfo@psc.mo.gov

www.psc.mo.gov

Montana

Public Service Commission

PO Box 202601

Helena, MT 59620-2601

406-444-6199

Toll free: 1-800-646-6150 (MT)

TTY: 406-444-4212

www.psc.mt.gov

Nebraska

Public Service Commission

1200 N St., Suite 300

Lincoln, NE 68508

402-471-3101

Toll free: 1-800-526-0017 (NE)

TTY: 402-471-0213

www.psc.state.ne.us

Nevada

Public Utilities Commission

Consumer Division

1150 E. William St.

Carson City, NV 89701-3109

775-684-6100

702-486-2600 (Las Vegas)

Toll free: 1-800-992-0900 ext. 46101 

(NV)

pucweb1.state.nv.us/pucn
140 www.USA.gov 

STATE utilities COMMISSIONS

New Hampshire

Public Utilities Commission

21 S. Fruit St., Suite 10

Concord, NH 03301-2429

603-271-2431

Toll free: 1-800-852-3793 (NH)

TTY: 1-800-735-2964 (NH)

: puc@puc.nh.gov

www.puc.state.nh.us

New Jersey

Board of Public Utilities

Division of Customer Assistance

Two Gateway Center, 8th Floor

Newark, NJ 07102

973-648-2350

Toll free: 1-800-624-0241 (NJ)

Toll free: 1-800-624-0331 (Cable 

Complaint)

www.bpu.state.nj.us

New Mexico

Public Regulation Commission

Utilities Division

Consumer Relations Division

PO Box 1269

Santa Fe, NM 87504-1269

505-827-4592

Toll free: 1-888-427-5772

TTY: 505-827-6911

: crd.complaints@state.nm.us

www.nmprc.state.nm.us

New York

Department of Public Service

Office of Consumer Services

3 Empire State Plaza

Albany, NY 12223

518-474-7080

Toll free: 1-800-342-3377 (NY - 

General Complaints)

Toll free: 1-888-342-3355 

(Termination)

www.askpsc.com

North Carolina

NC Utilities Commission

Consumer Services

4325 Mail Service Center

Raleigh, NC 27699-4325

919-733-9277

Toll free: 1-866-380-9816

: consumer.services@psncuc.

nc.gov

www.ncuc.commerce.state.

nc.us/

North Dakota

Public Service Commission

600 E. Boulevard Ave., Dept. 408

Bismarck, ND 58505-0480

701-328-2400

Toll free: 1-877-245-6685

TTY: 1-800-366-6888 (ND)

: ndpsc@nd.gov

www.psc.nd.gov

Ohio

Ohio Consumers’ Counsel

10 W. Broad St., Suite 1800

Columbus, OH 43215-3485

614-466-8574 (outside OH)

Toll free: 1-877-742-5622

: occ@occ.state.oh.us

www.pickocc.org

Public Utilities Commission

180 E. Broad St.

Columbus, OH 43215

614-466-3292

Toll free: 1-800-686-7826 (OH)

TTY: 1-800-686-1570 (OH)

www.puco.ohio.gov

Oklahoma

Corporation Commission

Consumer Services Division

PO Box 52000

Oklahoma City, OK 73152-2000

405-522-0478

Toll free: 1-800-522-8154 (OK)

TTY: 405-521-3513

www.occeweb.com

Oregon

Public Utility Commission

Consumer Services Division

PO Box 2148

550 Capitol St., NE, Suite 215

Salem, OR 97308-2148

503-378-6600

Toll free: 1-800-522-2404

TTY: 1-800-648-3458 (OR)

: puc.consumer@state.or.us

www.puc.state.or.us

Pennsylvania

Office of the Attorney General

Pennsylvania Office of Consumer 

Advocate

5th Floor, Forum Place

555 Walnut St.

Harrisburg, PA 17101-1923

717-783-5048

Toll free: 1-800-684-6560 (PA)

: consumer@paoca.org

www.oca.state.pa.us

Public Utility Commission

Bureau of Consumer Services

PO Box 3265

Harrisburg, PA 17105-3265

Toll free: 1-800-692-7380

www.puc.state.pa.us

Puerto Rico

Public Service Commission

Hato Rey Station

PO Box 190870

San Juan, PR 00907-3981

787-756-1919

Rhode Island

Public Utilities Commission

Consumer Section

89 Jefferson Blvd.

Warwick, RI 02888

401-780-9700

: consumer.section@ripuc.org

www.ripuc.org

South Carolina

Consumer Services Division

Office of Regulatory Staff

1401 Main St., Suite 900

Columbia, SC 29201

803-737-5230

Toll free: 1-800-922-1531 (SC)

TTY: 1-800-334-2217 (SC)

www.regulatorystaff.sc.gov

South Dakota

Public Utilities Commission

Consumer Affairs

500 E. Capitol Ave.

Pierre, SD 57501-5070

605-773-3201 (General)

Toll free: 1-800-332-1782

: PUCConsumerInfo@state.

sd.us

www.puc.sd.gov
1-800-FED-INFO (800-333-4636)

2012 Consumer Action Handbook 141

STATEutilities COMMISSIONS

STATE utilities COMMISSIONS

Tennessee

Tennessee Regulatory 

Authority

Consumer Services Division

460 James Robertson Parkway

Nashville, TN 37243-0505

615-741-2904

Toll free: 1-800-342-8359 

(Consumer Services)

TTY: 1-888-276-0677

www.state.tn.us/tra

Texas

Public Utility Commission

Customer Protection

PO Box 13326

1701 N. Congress Ave.

Austin, TX 78711-3326

512-936-7120

Toll free: 1-888-782-8477

TTY: 1-800-735-2988 : customer@puc.state.tx.us

www.puc.state.tx.us

Utah

Division of Public Utilities

160 East 300 South

Salt Lake City, UT 84114-6751

801-530-6716

Toll free: 1-800-874-0904 (UT)

TTY: 801-530-6769 : psc@utah.gov

www.psc.utah.gov

Vermont

Public Service Board

112 State St., 4th Floor

Montpelier, VT 05620-2701

802-828-2358

TTY: 1-800-253-0191 (VT) : psb.clerk@state.vt.us

www.psb.vermont.gov

Virginia

State Corporation Commission

Bureau of Public Utilities

PO Box 1197

Richmond, VA 23218

804-371-9611

Toll free: 1-800-552-7945 (VA)

TTY: 804-371-9206 : EnergyReg@scc.virginia.gov

www.scc.virginia.gov

Washington

Utilities and Transportation 

Commission

PO Box 47250

Olympia, WA 98504

360-664-1160

Toll free: 1-888-333-9882

TTY: 1-800-416-5289 : consumer@utc.wa.gov

www.utc.wa.gov

West Virginia

Public Service Commission

Customer Assistance

201 Brooks St.

PO Box 812

Charleston, WV 25323

304-340-0300

Toll free: 1-800-642-8544

www.psc.state.wv.us

Consumer Advocate Division

Union Building, Suite 700

723 Kanawha Blvd., E

Charleston, WV 25301

304-558-0526

www.cad.state.wv.us

Wisconsin

Public Service Commission

Consumer Affairs Unit

PO Box 7854

Madison, WI 53707-7854

608-266-2001

Toll free: 1-800-225-7729

TTY: 608-267-1479

www.psc.wi.gov

Wyoming

Public Service Commission

2515 Warren Ave., Suite 304

Cheyenne, WY 82002

307-777-7427

Toll free: 1-888-570-9905 (WY) : wpsc_complaints@state.

wy.us

psc.state.wy.us
142 www.USA.gov 

trade & professional associations

AFSA Education 

Foundation(AFSAEF)

919 18th St., NW Suite 300

Washington, DC 20006-5517

202-466-8611

Toll free: 1-888-400-7577

: info@afsaef.org

www.afsaef.org

The AFSAEF mission is to 

educate all consumers about the 

benefits of responsible money 

management so they can make 

informed financial decisions, 

understand the credit process, 

and seek help if credit problems 

occur. Its MoneySKILL® program 

educates young adults on 

personal finance concepts in the 

areas of income, expenses, assets, 

liabilities, and risk management 

to empower them to make sound 

financial decisions.

American Arbitration 

Association

1633 Broadway, 10th Floor

New York, NY 10019

Toll free: 1-800-778-7879

www.adr.org

This is a not-for-profit public 

service organization committed 

to the resolution of disputes 

through arbitration, mediation, 

conciliation, and other voluntary 

procedures.

American Bankers Association 

(ABA)

1120 Connecticut Ave., NW

Washington, DC 20036

Toll free: 1-800-226-5377

www.aba.com

ABA represents the concerns 

of banks and their employees. It 

provides consumer education 

materials on request.

American Bar Association

321 N. Clark St.

Chicago, IL 60654-7598

312-988-5000

: askaba@abanet.org

www.abanet.org

The Bar Association publishes 

a directory of state and local 

alternative dispute resolution 

programs and provides consumer 

information on request.

American Cleaning 

Institute® (ACI)

1331 L St., NW, Suite 650

Washington, DC 20005

202-347-2900

: info@cleaninginstitute.org

www.cleaninginstitute.org

The American Cleaning 

Institute® (formerly the Soap 

and Detergent Association) 

has been providing consumers 

with accurate information about 

cleaning products since 1926. ACI 

is the consumer source for free/

low-cost educational materials 

designated to help individuals, 

families, and communities stay 

clean, safe and healthy at home, 

work, and school.

American Council of 

Life Insurers

101 Constitution Ave., NW 

Suite 700

Washington, DC 20001-2133

202-624-2000

www.acli.com

This association represents the 

interests of over 500 insurance 

companies that provide life 

insurance, pensions and 

annuities, long-term care, and 

disability income insurance.

American Health 

Care Association

1201 L St., NW

Washington, DC 20005

202-842-4444

www.ahca.org

This federation of affiliated state 

health organizations advocates for 

quality care and services for frail, 

elderly, and disabled Americans.

American Institute of Certified 

Public Accountants

(AICPA)

220 Leigh Farm Rd.

Durham, NC 27707

919-402-4500

Toll free: 1-888-777-7077 

(Ethics Hotline)

: service@aicpa.org

www.aicpa.org

AICPA ensures that accountancy 

gains respect as a profession and 

is practiced by ethical, competent 

professionals.

American Moving and Storage 

Association(AMSA)

1611 Duke St.

Alexandria, VA 22314

703-683-7410

Toll free: 1-888-849-2672

: info@moving.org

www.moving.org

AMSA is a national trade 

association offering a wealth 

of information on its consumer 

website, including a Mover 

Referral Service. It also sponsors 

a dispute settlement program to 

help consumers resolve loss and 

damage claims on interstate moves.

American Pharmacists 

Association(APhA)

2215 Constitution Ave., NW

Washington, DC 20037

202-628-4410

Toll free: 1-800-237-2742

www.pharmacist.com

The APhA empowers its 

members to improve medication 

use and advance patient care 

through information, education, 

and advocacy.

Contacting Trade & Professional Organizations

Companies that manufacture similar products or offer similar services often 

belong to an industry association. These associations help resolve problems 

between their member companies and consumers. Most also provide consumer 

information through publications and websites. 

If you have a problem with a company and cannot resolve it by working directly 

with that firm, ask whether the company is a member of an association. Then 

check this section to see whether the association is listed. If the association is 

not included here, your local library has reference materials to help you find the 

appropriate contact.

 Provided financial support for the publication of the Consumer Action Handbook.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 143

trade & professional associations

trade & professional associations

American Society of 

TravelAgents,Inc.(ASTA)

Consumer Affairs

1101 King St., Suite 200

Alexandria, VA 22314

703-739-2782

: consumeraffairs@asta.org

www.astanet.com

ASTA is an association of travel 

industry professionals. It provides 

training and education 

to professionals and travel tips 

for consumers.

America’s Health Insurance 

Plans (AHIP)

601 Pennsylvania Ave., NW

South Bldg., Suite 500

Washington, DC 20004

202-778-3200

www.ahip.org

AHIP is the national association 

representing nearly 1,300 member 

companies providing health 

insurance coverage to more than 

200 million Americans. Member 

companies offer medical, longterm care, disability income, 

dental, supplemental, stop-loss 

insurance, and reinsurance to 

consumers, employers, and 

public purchasers. 

Assisted Living Federation of 

America(ALFA)

1650 King St., Suite 602

Alexandria, VA 22314

703-894-1805

www.alfa.org

ALFA sets best practices for 

senior living. They also provide 

a directory of senior living 

communities and other materials 

to help consumers determine their 

assisted living needs.

Association of Credit and 

Collection Professionals (ACA)

PO Box 390106

Minneapolis, MN 55439-0106

952-926-6547

: aca@acainternational.org

www.acainternational.org

www.askdoctordebt.org

ACA International is the leading 

trade association for credit 

and collection companies. The 

Education Foundation arm of ACA 

educates consumers challenged 

by debt. It works to inform 

consumer of their rights when 

contacted by creditors

Association of Independent 

Consumer Credit Counseling 

Agencies (AICCCA)

11350 Random Hills Rd., Suite 800

Fairfax, VA 22030

Toll free: 1-866-703-8787

www.aiccca.org

www.credithelp4u.org

AICCCA represents non-profit 

credit counseling companies. 

AICCA sets industry standards 

to ensure that member companies 

provide quality service to 

consumers. The organization also 

provides information directly to 

consumers (budgeting tips and 

a searchable database to locate 

a credit counseling company) on 

their website.

Automotive Recyclers 

Association(ARA)

9113 Church St.

Manassas, VA 20110

571-208-0428

Toll free: 1-888-385-1005

www.a-r-a.org

ARA is dedicated to the efficient 

removal and reuse of automotive 

parts, and the safe disposal of 

inoperable motor vehicles.

Better Hearing 

Institute(BHI)

1441 I St. NW, Suite 700

Washington, DC 20005

202-449-1100

Toll free: 1-800-327-9355

: mail@betterhearing.org

www.betterhearing.org

BHI is a not-for-profit corporation 

that educates the public about 

hearing loss and what can be done 

about it.

Blue Cross and Blue 

Shield Association

Consumer Affairs

1310 G St., NW

Washington, DC 20005

202-626-4780

www.bluecares.com

BCBSA is a national federation of 

39 independent, community-based 

and locally operated Blue Cross 

and Blue Shield companies. 

Cellular Telecommunications 

and Internet Association 

(CTIA)

1400 16th St., NW, Suite 600

Washington, DC 20036

202-736-3200

www.ctia.org

CTIA oversees certification 

programs to ensure a high 

standard of quality for wireless 

consumers.

Certified Financial Planner 

BoardofStandards,Inc.(CFP)

1425 K St., NW, Suite 500

Washington, DC 20005

202-379-2200

Toll free: 1-888-487-1497

: mail@cfpboard.org

www.cfp.net

Certified Financial Planner Board 

of Standards is a regulatory 

organization that fosters 

professional standards in personal 

financial planning. The CFP Board 

works to ensure that the public 

benefits from competent financial 

planning. The CFP Board certifies 

financial planners who meet its 

requirements by granting use of its 

trademarks.

Children’s Advertising Review 

Unit(CARU)

70 W. 36th St., 12th Floor

New York, NY 10018

212-947-5137

Toll free:1-866-334-6272, ext. 111

: caru@caru.bbb.org

www.caru.org

CARU handles consumer 

complaints about truth and 

accuracy of advertising directed to 

children under 12 years of age.

Commission on Accreditation 

of Rehabilitation Facilities 

(CARF)

6951 E. Southpoint Rd.

Tucson, AZ 85756

Toll free: 1-888-281-6531

www.carf.org

CARF is an independent 

accrediting body of rehabilitation, 

addiction, substance abuse, and 

retirement living services. The 

organization provides an online 

search tools to find services that 

match your rehabilitation needs, 

as well as links to consumer 

resources.
144 www.USA.gov 

trade & professional associations

Consumer Electronics 

Association(CEA)

1919 S. Eads St.

Arlington, VA 22202

703-907-7600

Toll free: 1-866-858-1555

: cea@ce.org

www.ce.org

CEA represents corporations 

involved in the design, 

development, manufacturing, 

and distribution of consumer 

electronics.

Credit Union National 

Association(CUNA)

5710 Mineral Point Rd.

Madison, WI 53705-0431

Toll free: 1-800-356-9655

www.cuna.org

CUNA provides representation, 

information, and public relations 

for more than 90% of credit unions 

through credit union leagues 

throughout the nation.

Direct Marketing 

Association(DMA)

Department of Corporate 

Responsibility

1615 L St., NW, Suite 1100

Washington, DC 20036

202-955-5030

: consumer@the-dma.org

www.dmachoice.org

The DMA is the trade association 

for organizations involved in direct 

marketing via direct mail, catalogs, 

the Internet, telemarketing, 

magazines, and newspaper and 

TV ads. DMA’s consumer website 

offers consumers options (free of 

charge) to better manage their mail.

Direct Selling 

Association(DSA)

1667 K St., NW

Suite 1100

Washington, DC 20006

202-452-8866

: info@dsa.org

www.dsa.org

DSA is the trade association 

of firms that manufacture and 

distribute goods and services sold 

directly to consumers. 

Distance Education and 

Training Council(DETC)

1601 18th St., NW, Suite 2

Washington, DC 20009

202-234-5100

www.detc.org

The DETC is a voluntary, nongovernmental, educational 

organization that accredits 

distance education institutions.

Financial Industry Regulatory 

Authority(FINRA)

Office of Dispute Resolution

1736 K St., NW

Washington, DC 20006

301-590-6500 (Call Center)

Toll free: 1-800-289-9999 (Broker 

Check Hotline)

www.finra.org

FINRA is the largest independent 

regulator for all securities firms 

doing business in the U.S. The 

organization operates the largest 

dispute resolution forum in the 

securities industry for disputes 

between investors and securities 

firms.

Financial Planning 

Association(FPA)

4100 E. Mississippi Ave., Suite 400

Denver, CO 80246-3053

Toll free: 1-800-322-4237

: fpa@fpanet.org

www.fpanet.org

The FPA is a leadership and 

advocacy organization connecting 

those who provide services with 

the consumers they serve. This 

organization is a resource for 

the public to find educational 

resources and financial planners 

to deliver advice using an ethical, 

objective, client-centered process.

Food Marketing 

Institute(FMI)

2345 Crystal Dr., Suite 800

Arlington, VA 22202

202-452-8444

www.fmi.org

FMI conducts programs in 

research, education, industry 

relations, and public affairs on 

behalf of grocery retailers and 

wholesalers.

Grocery Manufacturers 

Association(GMA)

1350 I St. NW, Suite 300

Washington, DC 20005

202-639-5900

Toll free: 1-800-355-0983

www.gmaonline.org

www.makingfoodbetter.com

GMA represents food, beverage, 

and consumer products companies. 

The Association helps to 

ensure the safety and security of 

consumer packaged goods. 

Insurance Information Institute 

(III)

Consumer Affairs

110 William St.

New York, NY 10038

212-346-5500

: info@iii.org

www.iii.org

III is a non-profit, communications 

organization supported by the 

property/casualty insurance 

industry that works to improve 

public understanding of 

insurance.

International Association 

ofMovers (IAM)

5904 Richmond Highway

Suite 404

Alexandria, VA 22303

703-317-9950

: info@iamovers.org

www.iamovers.org

IAM is a global association of 

movers and forwarders committed 

to providing customers with the 

highest level of service available. 

International Cemetery, 

Cremation and Funeral 

Association(ICCFA)

107 Carpenter Dr.

Suite 100

Sterling, VA 20164

703-391-8400

Toll free: 1-800-645-7700

www.iccfa.com

ICCFA is the trade association 

dedicated to funerals and final 

resting places. It provides 

management guidance to 

members and advocates for 

consumer choice and dispute 

resolution in circumstances 

surrounding final arrangements.

 Provided financial support for the publication of the Consumer Action Handbook.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 145

trade & professional associations

trade & professional associations

Joint Commission

One Renaissance Blvd.

Oakbrook Terrace, IL 60181

630-792-5000

www.jointcommission.org

The Joint Commission accredits 

and certifies healthcare 

organizations and programs.

LeadingAge 

2519 Connecticut Ave., NW

Washington, DC 20008-1520

202-783-2242

: info@aahsa.org

www.leadingage.org

LeadingAge is committed to 

advancing the vision of healthy, 

affordable, ethical aging services 

for America. The association 

represents not-for-profit nursing 

homes, continuing care retirement 

communities, assisted-living and 

senior housing facilities, and 

community service organizations.

Mortgage Bankers Association 

ofAmerica(MBA)

1717 Rhode Island Ave., NW 

Suite 400

Washington, DC 20036

202-557-2700

www.mbaa.org

The MBA is the national 

association representing the 

real estate finance industry, 

including mortgage banking firms, 

commercial banks, life insurance 

companies, title companies, and 

savings and loan associations.

Mystery Shopping Providers 

Association(MSPA)

4230 LBJ Freeway, Suite 414

Dallas, TX 75244

www.mysteryshop.org

The MSPA is the largest 

professional trade association 

dedicated to improving service 

quality using anonymous 

resources.

National Advertising Review 

Council(NARC)

National Advertising Division

70 W. 36th St., 13th Floor

New York, NY 10018

Toll free: 1-866-334-6272

www.narcpartners.org

www.nadreview.org

NARC fosters truth and accuracy 

in national advertising through 

voluntary self-regulation.

National Association of 

Attorneys General(NAAG)

2030 M St., NW, 8th Floor

Washington, DC 20036

202-326-6000

www.naag.org

This organization facilitates 

communication among attorneys 

general, who are responsible 

for enforcing civil laws in their 

respective states. The AG offices 

often oversee state government 

regulation agencies and represent 

the public interest.

National Association of 

Home Builders (NAHB)

1201 15th St., NW

Washington, DC 20005

202-266-8200

Toll free: 1-800-368-5242

: info@nahb.com

www.nahb.org

NAHB’s mission is to enhance 

the climate for housing and the 

building industry.

National Association of 

Insurance Commissioners 

(NAIC)

Executive Headquarters

2301 McGee St., #800

Kansas City, MO 64108

816-842-3600

Toll free: 1-866-470-6242

: webpost@naic.org

www.naic.org 

www.InsureUonline.org

(consumer insurance information)

NAIC is a national organization 

of insurance regulators. The 

organization helps insurance 

regulators facilitate the fair and 

equitable treatment of insurance 

consumers and promote 

competitive markets.

National Association 

of Professional 

InsuranceAgents (PIA)

400 N. Washington St.

Alexandria, VA 22314

703-836-9340

: piainfo@pianet.org

www.pianet.com

This association provides 

practical advice about purchasing 

personal insurance through its 

national outreach program.

National Association 

of Realtors (NAR)

430 N. Michigan Ave.

Chicago, IL 60611-4087

312-329-8200

Toll free: 1-800-874-6500

www.realtor.org

NAR, organization of real estate 

agents, develops standards for 

effective and ethical real estate 

business practices.

National Foundation for Credit 

Counseling(NFCC)

2000 M Street, NW, Suite 505

Washington, DC 20036

Toll free: 1-800-388-2227

www.nfcc.org

The NFCC promotes the national 

agenda for financially responsible 

behavior and builds capacity for 

its members to deliver the highestquality financial education and 

counseling services.

National Funeral Directors 

Association(NFDA)

13625 Bishop’s Dr.

Brookfield, WI 53005-6607

262-789-1880

Toll free: 1-800-228-6332

: nfda@nfda.org

www.nfda.org

NFDA helps consumers make 

informed decisions about funeral 

services and offers a third-party 

dispute resolution program for 

complaints regarding funeral 

homes.
146 www.USA.gov 

trade & professional associations

National Futures 

Association (NFA)

300 S. Riverside Plaza, Suite 1800

Chicago, IL 60606-6615

312-781-1300

Toll free: 1-800-621-3570

: information@nfa.futures.org

www.nfa.futures.org

NFA is the industry-wide selfregulatory organization for 

the U.S. futures industry. NFA 

provides innovative and efficient 

regulatory programs and services 

that safeguard the integrity of the 

derivatives markets. Consumers 

should contact NFA regarding any 

firm or individual who solicits them 

for investments in futures, options 

on futures, or foreign currency.

National Institute for 

Automotive Service 

Excellence(ASE)

101 Blue Seal Dr., SE, Suite 101

Leesburg, VA 20175

703-669-6600

Toll free: 1-888-273-8378

: webmaster@ase.com

www.ase.com

ASE is an independent 

organization that works to 

improve the quality of automotive 

service and repair through 

the voluntary testing and 

certification of automotive repair 

professionals. ASE publishes 

several consumer publications 

about auto maintenance and 

repair.

North American Consumer 

Protection Investigators 

(NACPI)

: webmaster@nacpi.org

www.nacpi.org

NACPI provides training and 

support for consumer protection 

investigators in government 

agencies at all levels. NACPI 

does not investigate individual 

consumer complaints, but helps 

investigators share information of 

mutual concern.

North American Securities 

Administrators Association, 

Inc.(NASAA)

750 1st St., NE, Suite 1140

Washington, DC 20002

202-737-0900

: info@nasaa.org

www.nasaa.org

NASAA is an international 

organization devoted to investor 

protection. NASAA is the voice 

of the 50 state securities agencies 

responsible for grassroots 

investor protection, investor 

education, and efficient capital 

formation.

Tire Industry 

Association(TIA)

1532 Pointer Ridge Pl., Suite G

Bowie, MD 20716-1883

301-430-7280

Toll free: 1-800-876-8372

: info@tireindustry.org

www.tireindustry.org

TIA represents all members of the 

tire industry, including companies 

that manufacture, sell, recycle, 

or retread tires, along with their 

suppliers.

Toy Industry 

Association,Inc.(TIA)

1115 Broadway, Suite 400

New York, NY 10010

212-675-1141

: info@toyassociation.org

www.toy-tia.org

www.toyinfo.org

TIA is the not-for-profit trade 

association for producers and 

importers of toys and youth 

entertainment products sold in 

North America. 

United States Tour 

Operators Association 

(USTOA)

275 Madison Ave., Suite 2014

New York, NY 10016

212-599-6599

: information@ustoa.com

www.ustoa.com

USTOA is comprised of 

companies that conduct business 

in the U.S. and offer tours and 

packages throughout the world.

 Provided financial support for the publication of the Consumer Action Handbook.
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 147

index

index

A

AARP

contact information, 109

retirement planning resource, 38

Adjustable-rate mortgages, 23, 24

Administration for Children and Families, 98

Administration on Aging, 99

Advance medical directives, 50

Advertisements

fraudulent employment opportunity 

advertisements, 17

green marketing claims, 20

Standard Directory of Advertisers, 71

Affordable Care Act, 28

AFSA Education Foundation, 142

Aging. See Elderly persons; Medicare; 

Retirement plans; specific organizations

AHA. See American Hospital Association

Air Force Community Readiness and Family 

Support, 59

Air travel

airline fees, 47

delayed or canceled flights, 47

delayed or damaged baggage, 47

lost baggage, 47

overbooked flights, 47-48

tarmac delays, 48

Airlines. See Air travel

Alternative fuels, 6

A.M. Best

insurance company ratings, 28

AMA. See American Medical Association

American Arbitration Association, 142

American Association of Retired Persons. 

See AARP

American Bankers Association, 142

American Bar Association, 142

American Citizens Services and Crisis 

Management, 103

American Cleaning Institute, 19, 142

American Council of Life Insurers, 27, 142

American Council on Consumer Interests, 

109

American Council on Science and Health, 

109

American Health Care Association, 142

American Hospital Association, 21

American Institute of Certified Public 

Accountants, 142

American Medical Association, 20

American Moving and Storage Association, 

142

American Pharmacists Association, 142

American Savings Education Council, 38

American Society of Travel Agents, Inc., 143

Americans with Disabilities Act, information 

line, 102

America’s Health Insurance Plans, 143

Annual Percentage Rate, 6, 10, 12, 15, 23, 60

Appliances, 50

Applications. See apps

Apps, 39, 40

GPS enabled

APR. See Annual Percentage Rate

Arbitration, for dispute resolution, 55

Armed forces. See Military personnel

ARMs. See Adjustable-rate mortgages

As is, 7

Assisted-living facilities, 21. See also Longterm care insurance; Nursing homes

Assisted Living Federation of America, 21, 

143

Association of Credit and Collection 

Professionals, 143

Association of Independent Consumer Credit 

Counseling Agencies, 14

ATM cards

overdraft protections, 4

reporting missing cards, 3-4

using, 3-4

Attorneys. See Lawyers

Auctions, online, 44

Automobiles. See Cars

Automotive Recyclers Association, 143

Aviation Consumer Protection Division, 103

B

Baggage

airline fees for, 47

delayed or damaged, 47

insurance coverage, 30

lost bags, 47

Balloon mortgage, 24

Balloon payment, 7

Bankruptcy

filing for, 14-15

personal, 14

Banks and banking

ATM/debit cards, 3-4

checking accounts, 4-5

FDIC insurance for, 5

savings accounts, 4-5

state banking authorities, 5, 126-129

Base mileage, 7

BBBs. See Better Business Bureaus

Better Business Bureaus

BBB Auto Line, 65

BBB Military Line, 59

BBB OnLine, 66

description of services, 54, 66

state-by-state listing and contact 

information, 66-70

Better Hearing Institute, 143

Blind persons, services for, 59

Blue Cross and Blue Shield Association, 143

Bonds. See Investments

Brokers

financial, 37

real estate, 23

Bundling, 31

Bureau of the Public Debt, 104

Bus safety, 48

C

Cable TV service, 49

Call for Action consumer hotlines, 54

Caller ID spoofing, 38

Cars

alternative fuels, 6

balloon payment, 7

base mileage, 7

BBB Auto Line, 65

buying tips, 6

choosing a safe vehicle, 8

dealer versus private-party purchases, 7

dispute resolution programs, 65

electric, 6 

financing, 7

fuel economy, 6

hybrid, 6

insurance for, 28

leasing, 8

“lemon” laws, 7, 8-9, 65

manufacturers, 63-64

new, 6

recalls, 8

rentals, 9

repairs, 9

reporting safety hazards, 56

repossessions, 9

“secret warranties,” 8-9

tax incentives, 6

used, 6-7

CDC. See Centers for Disease Control and 

Prevention

Cash top-up cards, 5

Cell phones

apps, 39, 40

services, 39

smart phones, 40

Cellular Telecommunications and Internet 

Association, 143

Cemeteries. See also Funerals

for veterans, 52

Center for Auto Safety, 7, 9, 109

Center for Food Safety and Applied Nutrition 

Information Line, 100

This alphabetical index will help you find the right organization to contact 

for information or for assistance with your complaint. First, look for the 

specific topic, for example, Cars. Under this topic there will be one or more 

contacts, followed by the Handbook page number(s). Sometimes you will 

be directed to “See” another entry for information and a list of contacts. 

“See also” references direct you to other topics that might be related to your 

problem and may help you locate the right contact. For company names see 

the alphabetical listings under “Corporate Consumer Contacts” (p. 71), 

and “Automotive Manufacturers and Dispute Resolution Resources” (p. 63).
148 www.USA.gov 

index

Center for Nutrition Policy and Promotion, 

19, 96

Center for Science in the Public Interest, 109

Center for the Study of Services, 58, 109

Centers for Disease Control and Prevention

contact information, 99

fertility clinic success rates, 21

health-related travel information, 48

HIV/AIDS Prevention, 99

National STD Hotline, 99

Centers for Medicare & Medicaid Services, 

22-23, 100

Certified Financial Planner Board of 

Standards, 38, 143

CFTC. See U.S. Commodity Futures Trading 

Commission

Checking accounts, general information, 4-5

Checks, unsolicited, 5

Child Support Enforcement, Office of, 99

Child Welfare Information Gateway, 99

Children

government agency sources, 99

information for parents of children with 

disabilities, 58, 59

insurance coverage, 29

Internet and, 32

Children’s Advertising Review Unit, 143

Children’s Online Privacy Protection Act, 32

Cities, consumer protection offices, 112-125

Citizenship, passports and, 48, 103

Civil Rights, Commission on, 96

Civil Rights, Office for, 42

Department of Education, 97

Department of Health and Human 

Services, 42, 98

Coalition Against Insurance Fraud, 109

COBRA. See Consolidated Omnibus Budget 

Reconciliation Act

Colleges and universities

accreditation, 16

financing options, 16-17

Commissaries and exchanges, for military 

personnel, 61

Commission on Accreditation of 

Rehabilitation Facilities, 21, 143

Commission on Civil Rights, 96

Complaints. See also Directories

contacting the seller, 53

contacting third parties, 53-54

credit bureaus, 11

credit cards, 11

debt collectors, 13-14

dispute resolution programs, 55, 65

filing steps, 53

funerals, 52

health care providers, 21

legal help and information, 55-56

reporting fraud and safety hazards, 56

sample complaint letter, 57

small claims court, 55

using social media, 55

written, 53, 57

Comptroller of the Currency, Office of the, 5, 

104

Computers. See Internet; Software

Conciliation, 55

Consolidated Omnibus Budget Reconciliation 

Act, insurance coverage, 29

Consumer Action, 109

Consumer Action Handbook

classroom copies for teachers, 58

tips on using, 1

Consumer Credit Counseling Services, 14

Consumer Electronics Association, 144

Consumer Federation of America, 109

Consumer Financial Protection Bureau, 10, 96

credit card disputes, 11

mortgage transfer rules, 24

Consumer Leasing Act, 8

Consumer organizations. See also specific 

organizations

corporate consumer contacts, 71-95

description of services, 54

list of, and contact information, 109-111

state, county, and city consumer 

protection offices, 112-125

Consumer Product Safety Commission

contact information, 96

reporting toy safety hazards to, 56

Consumer protection offices, state-by-state 

listing, 112-125

Consumer reporting agencies, 11

Consumer rights

credit, 10

debt collection, 13

illegal questions when applying for credit, 

10

installment loans, 15

shopping from home, 43

3-day cooling-off rule, 43-44

Consumer tips and warnings, 1

Consumer World, 58

Consumers Union, 8, 58, 110

Convenience checks, 5

Cooling-off period. See 3-Day Cooling-Off 

Rule

Copyright issues, Internet and, 33

Corporations

contact information, directory of, 71-95

financial condition ratings, 36

Council for Higher Education Accreditation, 

16

Council of Better Business Bureaus, Inc., 66

Counties, consumer protection offices, 

112-125

Coupons

grocery shopping, 19

group, 44

online, 44

CPSC. See Consumer Product Safety 

Commission

Cramming, telephone service and, 39

Credit. See also Debt; Loans

consumer rights, 10

debt management, 13-14

Equal Credit Opportunity Act provisions, 

10

illegal questions when applying for, 10

information sources, 10

privacy issues, 42

unsolicited offers of, 5

Credit bureaus

complaints about, 11

contact information, 11

free credit reports, 13, 41

reporting identity theft to, 41

Credit Card Accountability Responsibility and 

Disclosure Act, provisions, 12

Credit cards. See also ATM cards; Debit 

cards; Prepaid cards

billing disputes, 11

cash advances, 10

comparing cards, 11

complaints about, 11

fees and finance charges, 10

general information, 10

lost or stolen, 14

paying for travel with, 46

skipping payments, 15

Credit counseling, 14

“Credit repair” scams, 13

Credit reports and scores

checking annually, 41

FICO score, 11

free reports, 13

negative information and, 12-13

tips for building a better score, 11

Credit Union National Association, 144

Credit unions

debt counseling, 14

description, 5

CU. See Consumers Union

D

Deaf or hard of hearing persons, telephone 

services for, 58

Debit cards

overdraft protections, 4

reporting missing cards, 3-4

using, 3-4

Debt. See also Bankruptcy; Credit; Loans

collection, 13, 14 

counseling services, 14

managing, 13-15

Direct Marketing Association, 45, 144

Direct Selling Association, 144

Directories

Better Business Bureaus, state-by-state 

listing, 66-70

car manufacturers, 63-64

corporate consumer contacts, 71-95

dispute resolution programs, 65

Dun & Bradstreet Directory, 71

federal government agencies, 96-108

national consumer organizations, 109-111

Standard Directory of Advertisers, 71

state, county, and city consumer 

protection offices, 112-125

state banking authorities, 126-129

state insurance regulators, 130-133

state securities administrators, 134-137

state utilities commissions, 138-141

trade and professional associations, 

142-146

Trade Names Directory, 71
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 149

index

index

Disabilities, persons with

Americans with Disabilities Act 

information line, 102

services and resources for, 58, 59, 107

wounded armed services members, 61

Disability Employment Policy, Office of, 103

Disability insurance, 28

Discrimination, housing, 23, 101

Dispute resolution programs, 55, 65

Distance Education and Training Council, 144

Do Not Call Registry, 45

Do Not Resuscitate orders, 50

Doctors, choosing, 21

DOE. See U.S. Department of Energy

DOI. See U.S. Department of the Interior

DOL. See U.S. Department of Labor

DOT. See U.S. Department of Transportation

Dumpster divers, 5, 41

Dun & Bradstreet Directory, 71

Durable power of attorney for health care, 21

E

E-mail. See Internet

Earth 911 hotline, 20

ED. See U.S. Department of Education

EDPUBS. See Education Publications Center

Education. See Colleges and universities; 

Student financial aid

Education Publications Center, 97

EEOC. See Equal Employment Opportunity 

Commission

Eldercare Locator, 21, 99

Elderly persons. See also Medicare

assisted-living facilities, 21

Eldercare Locator, 21, 99

long-term care insurance, 30

nursing homes, 21

retirement planning, 37

Electricity, questions to ask about, 49

Email 

breach, 42

password, 34, 44

Emergency preparedness, information 

sources, 58, 101

Employee Benefits Security Administration, 

103

Employment

Internet-based opportunities, 18

multi-level marketing plans, 17-18

Occupational Outlook Handbook from the 

U.S. Department of Labor, 16

Unemployment Insurance Program, 18

work-at-home opportunities, 17

Employment agencies, 17

Energy Efficiency and Renewable Energy, 98

Energy Star Program, 20, 50, 105

Environmental issues

buying “green” products, 20, 50

Going Green, 19-20

reusing and recycling, 20

Environmental Protection Agency

Earth 911 hotline, 20

Energy Savers website, 49

Energy Star Program, 20, 50, 105

Indoor Environments Division, 105

National Pesticide Information Center, 105

National Service Center for Environmental 

Publications, 105

safe disposal of hazardous products, 20

Safe Drinking Water Hotline, 50, 105

WaterSense program, 50

EPA. See Environmental Protection Agency

Equal Credit Opportunity Act, 10

Equal Employment Opportunity Commission, 

105

Equifax, 11

Estate planning. See Wills

Executors, for wills, 51

Experian, 11

Extended warranties, 2

F

FAA. See Federal Aviation Administration

FAFSA. See Free Application for Federal 

Student Aid

Fair Credit and Charge Card Disclosure Act, 

11

Fair Credit Billing Act, 11, 44

Fair Credit Reporting Act, 12, 42

Fair Debt Collection Practices Act, 13

Fair Housing and Equal Opportunity, 23, 101

Families. See also Children

family centers and programs for military 

personnel, 59-61

government agency sources, 98-99

Families USA, 110

Family and Morale, Welfare and Recreation 

Command Family Programs, 60

FCC. See Federal Communications 

Commission

FCIC. See Federal Citizen Information Center

FDA. See Food and Drug Administration

FDIC. See Federal Deposit Insurance 

Corporation

Federal Aviation Administration, 104

Federal Citizen Information Center, 58, 106

Federal Communications Commission

Consumer Center, 105

Internet safety information, 33

slamming and cramming reports, 38-39

telephone service, 38, 39

Wireless Telecommunications Bureau, 106

Federal Deposit Insurance Corporation

bank account insurance, 5, 35

Consumer Response Center, 11, 106

contact information, 106

financial privacy and, 42

Federal Emergency Management Agency, 

101

Federal Housing Administration

contact information, 102

home loans, 24

Federal Maritime Commission, 106

Federal Motor Carrier Safety Administration, 

104

commercial vehicle safety, 48

moving, 25

Federal Relay Service, 58

Federal Reserve System

choosing a credit card, 11

consumer guide to auto leasing, 8

Consumer Help, 106

credit protection laws guide, 11

Federal Student Aid Information Center, 16, 

97

Federal Trade Commission

Bureau of Consumer Protection, 106

Buyer’s Guide for cars, 7

credit and consumer rights publications, 

11

fraudulent employment opportunity 

advertisements, 17

Funeral Rule, 52

housing counseling, 25

identity theft reports, 41

“Internet Auctions: A Guide for Buyers 

and Sellers,” 45

Internet-based business opportunities, 18

Internet services and, 32, 33, 34

“Mortgage Servicing: Making Sure Your 

Payments Count,” 24

OnGuardOnline site, 34, 44

reporting fraud to, 56

robocalls, 45

shopping from home rules, 43

spam, reporting, 35

telemarketing rules, 45

3-Day Cooling-Off Rule, 26, 43

Federal Work-Study Program, 16

Federation of State Medical Boards, 21

FEMA. See Federal Emergency Management 

Agency

FHA. See Federal Housing Administration

FICO scores, 11

File sharing, online, 32-33

Financial brokers and advisors, selecting, 37

Financial Industry Regulatory Authority

BrokerCheck, 37

contact information, 144

dispute resolution programs, 55

Market Data Center, 36

Mutual Fund Expense Analyzer, 36

Financial Planning Association, 144

Financial privacy, 42

FINRA. See Financial Industry Regulatory 

Authority

Fish and Wildlife Service, 102

Fixed-rate mortgages, 23, 24

Fleet and Family Support Programs, 60

Flood insurance, 30, 101

Flying. See Air travel

Food. See also Nutrition

Food Information and Seafood Hotline, 19

grocery shopping, 19

resources, 19

safety issues, 18-19, 56

Food and Drug Administration

Center for Food Safety and Applied 

Nutrition Information Line, 100

Food Information and Seafood Hotline, 19

online prescription drug purchases, 22

recall information, 2
150 www.USA.gov 

index

reporting safety hazards to, 56

Food Marketing Institute, 144

Foreclosure

avoiding, 24-25

scams involving, 25, 26

Fraud. See also Identity theft

caller ID spoofing

common scams, 3

credit bureaus and, 11

fraudulent employment opportunity 

advertisements, 17

HHS-TIPS fraud hotline, 98

identifying and stopping, 3

Internet and, 33-34

Internet-based business opportunities, 18

investments and, 35

Medicare, 22

mortgage and foreclosure scams, 25, 26

reporting, 56

scholarship scams, 16

student financial aid scams, 16

telephone services, 38, 39

tips on avoiding, 3

Free Application for Federal Student Aid, 16

FSAIC. See Federal Student Aid Information 

Center

FTC. See Federal Trade Commission

Funeral Consumers Alliance, 52, 110

Funeral Service Consumer Assistance 

Program, 52

Funerals. See also Wills

costs involved, 51-52

Funeral Rule on, 52

planning for, 51-52

G

General Services Administration

Federal Citizen Information Center, 106

Surplus Federal Property Sales, 106

telephone relay service, 58

GetNetWise, 34

Gold, investing in, 37

Government agencies. See also specific 

agencies

directory of, 96-108

federal job announcements, 17

federal student aid, 16

link to government representatives, 

services, and information, 58

recall information, 2

GPS enabled apps, 40

Grants, for education, 16

Green Good Housekeeping Seal of Approval, 

20

“Green” products, 20

marketing claims, 20

Grocery Manufacturers Association, 144

Grocery shopping, 19

Group coupon, 44

GSA. See General Services Administration

H

Handbook. See Consumer Action Handbook

Health care

advance medical directives and, 50

choosing a doctor, 21

complaints about, 21

Do Not Resuscitate orders, 50

durable power of attorney, 21

health-related travel information, 48

medical identity theft, 22

medical privacy, 42

Medicare fraud, 22

prescription drugs, 22

reporting safety hazards, 56

Web site resources, 20

Health care facilities

local, 21

selection criteria, 21

Health care professionals, choosing, 21

Health insurance. See also Long-term care 

insurance

Affordable Care Act, 28

group policies, 29

international health care plans, 31

medical identity theft, 22

questions to ask about, 29

types of plans, 29

Health Insurance Portability and 

Accountability Act

Privacy Rule, 42

Health Maintenance Organizations

description, 29

Medicare beneficiaries, 29

Health records, 42

HealthFinder.gov, 20

HHS. See U.S. Department of Health and 

Human Services

Higher education. See Colleges and 

universities; Student financial aid

HIPAA. See Health Insurance Portability and 

Accountability Act

HIV/AIDS Prevention, 99

HMOs. See Health Maintenance 

Organizations

Home equity loans, 15

Home improvements. See also Repairs

contractor selection tips, 25-26

3-Day Cooling-Off Rule, 26

Home inspections, 23

Homeowner’s HOPE hotline, 25, 27

Homeowners’ insurance, 29-30

Hotlines

Auto Safety Hotline, 65

Call for Action consumer hotlines, 54

Earth 911, 20

Food Information and Seafood Hotline, 19

HHS-TIPS fraud hotline, 98

Homeowner’s HOPE, 25

Meat and Poultry Hotline, 19, 96

National Insurance Crime Bureau, 28

National STD Hotline, 99

Safe Drinking Water Hotline, 50, 105

Housing. See also Home equity loans; 

Home improvements; Mortgages; U.S. 

Department of Housing and Urban 

Development

buying a home, 23-24

counseling, 10, 23, 25

discrimination, 23

foreclosure avoidance, 24-25

Homeowner’s HOPE hotline, 25, 27

homeowners’ insurance, 29-30

moving companies, 25

rent-to-buy properties, 26

renters’ insurance, 29-30

renting or leasing properties, 27

rights of persons with disabilities, 59

HUD. See U.S. Department of Housing and 

Urban Development

Hybrid vehicles, 6

Hybrid-electric vehicle, 6

I

Identity theft. See also Fraud; Privacy issues

insurance, 30

medical identity theft, 22

prevention tips, 41

reporting, 41

IIHS. See Insurance Institute for Highway 

Safety

Income-Based Repayment plan, for federal 

loans, 17

Individual retirement accounts. See 

Investments

Installment loans, 15

Insurance

auto, 28

disability, 28

flood, 30, 101

general tips, 27-28

health care, 28-29

homeowners’, 29-30

identity-theft, 30

international health care, 31

liability, 31

life, 30

long-term care, 30

private mortgage, 24

renters’, 29-30

state insurance regulators, directory of, 

130-133

travel, 30

umbrella policies, 31

Insurance Information Institute, 144

Insurance Institute for Highway Safety, 8

Interest rates. See also Loans; Mortgages

on credit cards, 10

savings and checking accounts, 4

Internal Revenue Service, 104

International Association of Lemon Law 

Administrators, 65

International Association of Movers, 144

International Cemetery, Cremation and 

Funeral Association, 144

International health care insurance, 31

Internet. See also specific Web sites

bundling services, 31

business opportunities, 18

computer threat alerts, 32, 34

copyright issues, 33

email breach, 42

file sharing, 32-33

firewalls for, 41

fraud issues, 33-34

investing online, 36

online auctions and sellers, 44-45

online prescription drug purchases, 22

online privacy, 42
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 151

index

index

online shopping, 44

phishing, 34

protecting children, 32

service provider selection, 31, 35

social networking, 33

spam, 34

TV service, 49

unwanted e-mail, 45

Voice over Internet Protocol telephone 

service, 40

wireless, 32

Internet Keep Safe Coalition, 33

Interstate Land Sales, Office of, 102

Investments

financial brokers and advisors, 37

fraud issues, 35

gold, 37

online trading, 36

publications concerning, 36

questions to ask before investing, 35-36

retirement plans, 37-38

state securities administrators, 37, 134-137

types (table), 36

Investopedia, 38

Investor Education and Advocacy, Office of, 

107

IRAs, 35, 36

IRS. See Internal Revenue Service

J

Job Corps, 103

Jobs. See Employment

John Warner National Defense Authorization 

Act, Talent-Nelson amendment, 60

Joint Commission, 21, 145

Jump $tart Coalition for Personal Financial 

Literacy, 110

K

Kelley Blue Book, 6-7

Kids in Danger, 110

L

Lawyers

bankruptcy filing, 14-15

filing complaints and, 55-56

free legal help, 56

selection criteria, 55

wills and, 51

LeadingAge, 21, 145

Leases

cars, 8

houses, 27

Leasing properties. See Renting or leasing 

properties

Legal Aid offices, 56

Legal Services Corporation offices, 56

“Lemon” laws, 7, 8-9, 65

Letters, for written complaints, 53, 57

Liability insurance, 31

Libraries

blind and physically handicapped 

persons, 59

information source for, 58

medical, 20

Life insurance

term policies, 30

universal life policies, 30

whole life policies, 30

Living wills, 50

Loans. See also Banks and banking; Credit; 

Debt; Mortgages

home equity, 15

installment, 15

payday, 15, 60

predatory lending restrictions, 60

student, 16, 17

tax refund, 15, 60

Long-term care insurance, 30. See also 

Assisted-living facilities; Nursing homes

LSC Public Affairs, 56

M

Mail, unwanted, 45

Making Home Affordable program, 25, 27

Manufactured Housing Programs, Office of, 

102

Marine Corps Community Services, 59

Mayo Clinic, 20

Media, consumer complaint resolution and, 

54

Mediation, for dispute resolution, 55

Medicaid. See also Centers for Medicare and 

Medicaid Services

coverage, 29

Medical devices, reporting safety hazards, 56

Medical identity theft, 22

Medical Information Bureau, 42

Medical Library Association, 20

Medical privacy, 22, 42

Medicare. See also Centers for Medicare and 

Medicaid Services

fraudulent claims, 22

HMO programs, 29

nursing home facilities, 21

prescription drug coverage, 22, 28

Medicare Rights Center, 110

MedlinePlus, 19, 20

Military HOMEFRONT, 60

Military OneSource, 61

Military personnel. See also; Veterans

BBB Military Line, 59

cemeteries for veterans, 52

Consumer Financial Protection Bureau, 61

commissaries and exchanges, 61

family support organizations, 59-61

home loans, 24

National Resource Directory, 61

predatory lending, 60

wounded armed service member 

resources, 61

Military Sentinel, 60

Moody’s Investors Services

corporate financial condition ratings, 36

insurance company ratings, 28

Money

Mortgage Bankers Association of America, 

24, 145

Mortgages. See also Home equity loans; 

Housing; Loans

choosing a lender, 23

down payments, 23-24

private mortgage insurance, 24

refinancing, 25

scams involving, 25, 26

transfers, 24

types of (table), 24

Motorist Assurance Program, 65

Moving companies, 25

Multi-level marketing plans, 17

Mutual funds, 35, 36

MyArmyLifeToo, 60

MyMoney, 38

Mystery Shopping Providers Association, 145

N

NADA. See National Automobile Dealers 

Association

NASFAA. See National Association of 

Student Financial Aid Administrators

National Advertising Review Council, 145

National Association of Attorneys General, 

145

National Association of Boards of Pharmacy, 

22

National Association of Home Builders, 145

National Association of Insurance 

Commissioners, 28, 145

National Association of Professional 

Insurance Agents, 145

National Association of Realtors, 145

National Association of Student Financial Aid 

Administrators, 16

National Automobile Dealers Association

contact information, 65

Official Used Car Guide, 6

National Center for Missing and Exploited 

Children, 33

National Community Reinvestment Coalition, 

110

National Consumer Law Center, 10, 110

National Consumer Protection Technical 

Resource Center, 111

National Consumers League, 38, 111

National Council on Disability, 59, 107

National Council on the Aging, 111

National Credit Union Administration

contact information, 107

National Crime Prevention Council, 33

National Cyber Security Alliance, 33

National Disability Rights Network, 59

National Flood Insurance Program, 30, 101

National Foundation for Credit Counseling, 

14, 145

National Funeral Directors Association, 145

National Futures Association, 37, 146

National Health Information Center, 98

National Highway Traffic Safety 

Administration, 7, 8, 56, 104

National Institute for Automotive Service 

Excellence, 146

National Institute of Allergy and Infectious 

Diseases, 100
152 www.USA.gov 

index

National Institute of Food and Agriculture, 

58, 96

National Institute of Mental Health, 20, 101

National Institutes of Health, 100

National Insurance Crime Bureau, hotline, 28

National Legal Aid and Defender Association, 

56

National Library Service for the Blind and 

Physically Handicapped, 59

National Park Service, 102

National Pesticide Information Center, 105

National Runaway Switchboard, 99

National Service Center for Environmental 

Publications, 105

National STD Hotline, 99

Natural disasters. See Emergency 

preparedness

Natural gas, 49

NCD. See National Council on Disability

NCUA. See National Credit Union 

Administration

NFCC. See National Foundation for Credit 

Counseling

NHTSA. See National Highway Traffic Safety 

Administration

NIFA. See National Institute of Food and 

Agriculture

NIH. See National Institutes of Health

NIMH. See National Institute of Mental Health

North American Consumer Protection 

Investigators, 146

North American Securities Administrators 

Association, 37, 146

Nursing Home Compare, 21

Nursing homes. See also Assisted-living 

facilities; Long-term care insurance

selection of, 21

Nutrition. See also Food

federal dietary guidelines, 18

resources, 19, 96

O

Occupational Safety and Health 

Administration, 103

Office of Child Support Enforcement, 99

Office of Disability Employment Policy, 103

Office of Investor Education and Advocacy, 

107

Office of Manufactured Housing Programs, 

102

Office of Personnel Management, 107

Office of Postsecondary Education, 97

Office of Interstate Land Sales, 102

Office of Special Education and Rehabilitative 

Services, 98

Office of Vocational and Adult Education, 98

Online coupons, 44

Online issues. See Internet

OPM. See Office of Personnel Management

Opt-out, 45

OSHA. See Occupational Safety and Health 

Administration

P

Partnership for Food Safety Education, 19

Passport requirements, 48

Pay-as-you-go telephones, 40

Payday loans, 15, 60

PBGC. See Pension Benefit Guaranty 

Corporation

Pension Benefit Guaranty Corporation, 107

Pharmacies, 22

Phishing, 34

Email breach, 42

Phones. See Telephone services

PIN numbers

ATM/debit cards, 3

protecting your number, 3, 41

Postal Inspection Service, 56, 108

Postsecondary Education, Office of, 97

Powers of attorney

durable power of attorney for health care, 

21-22

PPOs. See Preferred Provider Organizations

Pre-recorded sales calls, 45

Predatory lending, 10, 15, 60

Preferred Provider Organizations, 29

Prepaid cards, 4. See also Credit cards

cash top-up cards, 5

Prescription drugs

Medicare and, 22

prices for, 22

reporting safety hazards, 56

Privacy issues. See also Identity theft

apps, GPS enabled, 40

credit information, 42

dumpster divers, 5, 41

email breach, 42

financial privacy, 42

medical privacy, 42

online privacy, 42-43

passwords, 41

privacy protection tips, 41-42

protecting children online, 32, 42

social networking sites, 33

Private mortgage insurance, 24

Product recalls, 2

Professional associations. See Trade and 

professional associations

Public Service Loan Forgiveness Program, 

16-17

Purchases, general tips, 2

Pyramid schemes, 17

R

Real estate agents, 23

Recalls

cars, 8-9

foods, 18

products, 2

Recycling, 20

Relay Services, 58

Rent-to-buy purchases, 26

Rental cars, 9

Renters’ insurance, 29-30

Renting or leasing properties

landlords, 27

renters’ insurance, 29-30

tips, 27

Repairs. See also Home improvements

cars, 9

“credit repair” scams, 13

Repossessions, of cars, 9

Retirement plans

information sources, 38

investment plans, 36

questions to ask about, 37-38

Reusing products, 20

Reverse mortgages, 24

Revolving credit, 11, 15

Robocalls, 45

RV Consumer Group, 65

S

Safe Drinking Water Hotline, 50, 105

Safety issues

bus, 48

cars, 8

food, 18-19

product safety recalls, 2

reporting safety hazards, 56

travel, 48

water, 50

SAMHSA. See Substance Abuse and Mental 

Health Services Administration

Satellite TV service, 49

Savings accounts

federal government insurance for, 35

general information, 4-5

SBA. See Small Business Administration

Scholarships, 16

Seafood

Food Information and Seafood Hotline, 19

inspection program, 97

reporting safety hazards, 56

SEC. See Securities and Exchange 

Commission

Securities and Exchange Commission

investment tips and resources, 35-36

Office of Investor Education and 

Advocacy, 107

Service contracts, 2

Shopping from home

consumer rights, 43

online auctions and sellers, 44

online shopping, 44

3-Day Cooling-Off Rule, 43-44

tips on, 43

Shoulder Surfers, 3, 41

Skimming, 3

Slamming, telephone service and, 38

Small Business Administration, 107

Small claims court, 55

Smart phones, 40

apps 39, 40

SOCAP. See Society of Consumer Affairs 

Professionals International

Social networking, 33

Social media will, 51

Social Security, 37
1-800-FED-INFO (800-333-4636) 2012 Consumer Action Handbook 153

index

index

identity theft and, 41

Social Security Administration

Office of Public Inquiries, 107

Society of Consumer Affairs Professionals, 

62, 111

Software. See also Internet

anti-spyware, 33, 34

anti-virus, 34

copyright issues, 33

scareware, 32

spam-blocking, 35

Spam, Internet and, 34-35

Special Education and Rehabilitative 

Services, Office of, 98

Speech impairments, persons with, 

telephone services for, 58

SSA. See Social Security Administration

Standard & Poor’s

corporate financial condition ratings, 36

insurance company ratings, 28

Register of Corporations Directors and 

Executives, 71

Standard Directory of Advertisers, 71

States

banking authorities, 5, 126-129

community property, 10

consumer protection offices, 54, 112-125

insurance coverage, 29

insurance regulators, 130-133

licensing agencies, 2, 54

medical boards, 21

regulatory agencies, 53

securities administrators, 134-137

state-by-state listing and contact 

information for Better Business 

Bureaus, 66-70

student financial aid, 16

telephone relay services, 58

Unemployment Insurance Programs, 18

utilities commissions, 49, 138-141

Staysafe, 34

Stocks, 36

Student financial aid, 16-17

Substance Abuse and Mental Health 

Services Administration, 21

Suitcases. See Baggage

Surplus Federal Property Sales, 106

T

Tax incentives, 6

Tax issues. See also Internal Revenue 

Service

investments, 36

cars, 6

Tax refund loans, 1, 15, 60

Teachers, information sources, 58

Telemarketing

Do Not Call Registry, 45

FTC rules, 45

pre-recorded sales calls, 45

robocalls, 45

Telephone services. See also Telemarketing

apps, 39, 40

bundling, 31

cell phones, 39

pay-as-you-go plans, 40

questions to ask about, 38

relay services for persons with disabilities, 

58

shopping from home, 43

slamming and cramming, 38-39

smart phones, 40

types of services, 38

Voice over Internet Protocol, 40

Television

bundling services, 31

cable, 49

Internet, 49

satellite, 49

service types, 49

Text telephones, relay services, 59

Thomas Register of American 

Manufacturers, 53

3-Day Cooling-Off Rule

home improvements, 26

home shopping, 43

Tire Industry Association, 146

Toll free telephone numbers. See also 

specific directories and organizations

Federal Trade Commission, 41

Medical Information Bureau, 42

National Runaway Switchboard, 99

relay services, 58

SEC Toll-Free Investor Information 

Service, 36

Wounded Warrior Resource Center, 61

Toy Industry Association Inc., 146

Toys, reporting safety hazards, 56

Trade and professional associations

contact information, 142-146

description of services, 54, 142

Trade Names Directory, 71

Transportation Security Administration, 48, 

101

TransUnion, 11

Travel

airline fees, 47

bus travel, 48

free travel offers, 46

health-related information, 48

passports, 48, 103

paying by credit card for, 46

resolving air travel problems, 47-48

safety issues, 48

tips on, 46

Travel agents, 46

Travel insurance, 30, 46

Trustee Program, 14, 102

TSA. See Transportation Security 

Administration

TTYs. See Text telephones

U

Umbrella insurance policies, 31

Unemployment Insurance Program, 18

United States Tour Operators Association, 

146

U.S. Citizenship and Immigration Services, 

101

U.S. Coast Guard, 60

U.S. Commodity Futures Trading 

Commission

contact information, 108

Reparations Program, 37

U.S. Customs and Border Protection, 101

U.S. Department of Agriculture

Agricultural Marketing Service, 20

Center for Nutrition Policy and Promotion, 

96

Food, and Nutrition Services, 96

Food Safety and Inspection Service, 19

food safety information, 19

general information line, 96

Meat and Poultry Hotline, 19, 96

National Institute of Food and Agriculture, 

96

U.S. Department of Commerce

Bureau of the Census, 97

Patent and Trademark Office, 97

reporting food safety hazards to, 56

Seafood Inspection Program, 97

Weights and Measures Division, 97

U.S. Department of Education

Education Publications Center, 97

federal student aid, 16, 17

Federal Student Aid Center, 16, 97

information for persons with disabilities, 

59

Office for Civil Rights, 97

Office of the Inspector General, 97

Office of Postsecondary Education, 97

Office of Special Education and 

Rehabilitative Services, 98

Office of Vocational and Adult Education, 

98

U.S. Department of Energy

Energy Efficiency and Renewable Energy, 

98

Public Affairs office, 98

tips on saving money on utilities, 49

U.S. Department of Health and Human 

Services

Administration for Children and Families, 

98

Administration on Aging, 99

Center for Food Safety and Applied 

Nutrition Information Line, 100

Centers for Disease Control and 

Prevention, 19, 21, 48, 99

Centers for Medicare and Medicaid 

Services, 23, 100

Child Welfare Information Gateway, 99

Eldercare Locator, 21, 99

Food and Drug Administration, 2, 19, 22, 

56, 100

food safety information, 19

HHS-TIPS fraud hotline, 98

National Health Information Center, 98

National Institute of Allergy and Infectious 

Diseases, 100

National Institute of Mental Health, 101

National Institutes of Health, 100

National Runaway Switchboard, 99

Nursing Home Compare, 21

Office for Civil Rights, 42, 98

Office of Child Support Enforcement, 99

U.S. Department of Homeland Security, 101

computer threat alerts, 34
154 www.USA.gov 

index

Federal Emergency Management Agency, 

101

National Flood Insurance Program, 30, 101

Transportation Security Administration, 

48, 101

U.S. Citizenship and Immigration Services, 

101

U.S. Customs and Border Protection, 101

U.S. Department of Housing and Urban 

Development

Department of Housing, 102

Fair Housing and Equal Opportunity, 101

Federal Housing Administration, 102

Housing Counseling Clearinghouse, 10, 

23, 25

housing rights of persons with disabilities, 

59

Office of Fair Housing, 23, 101

Office of Interstate Land Sales, 102

Office of Manufactured Housing 

Programs, 102

U.S. Department of the Interior

Fish and Wildlife Service, 102

National Park Service, 102

U.S. Department of Justice

Americans with Disabilities Act 

information line, 102

online copyright issues, 33

Trustee Program, 14, 102

U.S. Department of Labor

Employee Benefits Security 

Administration, 103

Job Corps, 103

National Contact Center, 103

National Resource Directory, 61

Occupational Outlook Handbook, 16

Occupational Safety and Health 

Administration, 103

Office of Disability Employment Policy, 103

Veteran’s Employment and Training 

Service, 103

U.S. Department of State

American Citizens Services and Crisis 

Management, 103

National Passport Information Center, 103

Passport Services Office, 48

Visa Services, 103

U.S. Department of the Treasury

Bureau of the Public Debt, 104

Internal Revenue Service, 104

Office of the Comptroller of the Currency, 

5, 104

United States Mint, 37, 104

U.S. Department of Transportation

Airline fees 47

Auto Safety Hotline, 65

Aviation Consumer Protection Division, 

47, 103

Federal Aviation Administration, 47, 104

Federal Motor Carrier Safety 

Administration, 25, 48, 104

National Highway Traffic Safety 

Administration, 7, 8, 56, 104

travel safety issues, 48

U.S. Department of Veterans Affairs, 104

cemeteries for veterans, 52, 105

home loans, 24

National Cemetery Administration, 105

National Resource Directory, 61

Veterans Benefits Administration, 105

Veterans Health Administration, 105

U.S. Military Family Centers, 59

U.S. Mint

American Eagle Gold Bullion Coins, 37

contact information, 104

U.S. Postal Service

Postal Inspection Service, 108

reporting mail fraud to, 56

unwanted mail, 45

U.S. savings bonds, 36

U.S. Veterans Administration. See U.S. 

Department of Veterans Affairs

USCIS. See U.S. Citizenship and Immigration 

Services

USDA. See U.S. Department of Agriculture

USPS. See U.S. Postal Service

Utilities

electricity, 49

natural gas, 49

state utilities commissions, 138-141

tips on saving money on, 49

water, 50

V

VA. See U.S. Department of Veterans Affairs

Vehicles. See Cars

Veterans. See also Military personnel; U.S. 

Department of Veterans Affairs

cemeteries for, 52

Veterans Administration. See U.S. 

Department of Veterans Affairs

Veterans Benefits Administration, 105

Veteran’s Employment and Training Service, 

103

Veterans Health Administration

contact information, 105

insurance coverage, 29

VHA. See Veterans Health Administration

Visa Services, 103

Vocational and Adult Education, Office of, 98

Voice over Internet Protocol phone service, 40

VoIP. See Voice over Internet Protocol phone 

service

W

Warranties

extended, 2

“secret warranties” for cars, 8

Water

Safe Drinking Water Hotline, 50, 105

safety of and tips on saving or reducing 

use of, 50

WaterSense program, 50

Websites. See Internet; specific organizations 

and government agencies

Wills. See also Funerals

advance medical directives, 50

executor selection, 51

living wills, 50

rules to remember when writing, 51

social media, 51

Wired Safety, 33

Wireless computing, 32

Wireless Telecommunications Bureau, 106

Work-at-home opportunities, 17

Work-study programs, 16

Wounded Warrior Resource Center, 61

WWRC. See Wounded Warrior Resource 

Center
Single copies of the current Consumer Action Handbook are 

available by writing: Handbook, Federal Citizen Information 

Center, Pueblo, CO 81009. The Handbook can also be viewed 

and ordered online at Publications.USA.gov.

The 2012 Consumer Action Handbook will be current through 

summer 2013. To place your name on a mailing list to receive 

the 2013 Handbook, please mail your request to the address 

listed above. For regularly updated consumer information, 

visit USA.gov.

We need your help to keep the Handbook up-to-date. Please 

report any changes to Handbook Update, Federal Citizen 

Information Center, 1275 First St, NE, 11th Floor, Washington, 

DC 20417 or e-mail action.handbook@gsa.gov.
U.S. General Services Administration

Office of Citizen Services and Innovative Technologies

Federal Citizen Information Center

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11th Floor

Washington, DC 20417

www.USA.gov

January 2012