CONSUMER ACTION 

HANDBOOK

U.S. General Services Administration

CONSUMER

ACTION

HANDBOOK
CONTRIBUTORS

USAGov would like to express its gratitude to the partners listed 

below who helped make possible the publication of the Consumer Action Handbook.

American Financial Services Association 

Education Foundation

The Colgate-Palmolive Company

Direct Selling Education Foundation

Federal Deposit Insurance Corporation

Federal Trade Commission

Financial Industry Regulatory Authority

LeadingAge

National Futures Association

The Procter & Gamble Company

Securities and Exchange Commission

Society of Consumer Affairs Professionals 

International

Unilever

Oce of Citizen Services and Innovative Technologies/18F

January 2016

Congratulations for using the Consumer Action Handbook! You’ve taken the first step to being an 

informed consumer.

The Handbook gives you practical tips that help you with consumer issues. Maybe you want to

buy a car or choose an insurance plan. Or maybe you need to learn how to write a complaint

letter about a deceptive business or damaged product. The Consumer Action Handbook is a

good place to start, for these tasks and many more. 

To make sure the Handbook addresses the topics that matter to you, we held focus groups to 

hear directly from people like you. The lively conversations and comments inspired some

exciting new features, including a new “Seniors” section. You’ll find agencies, hotlines, and

resources that are dedicated to empowering and protecting seniors. Several people in the focus

groups also said that they needed more information about scams. Now each section of the 

Handbook includes a box featuring the common signs of scams in that topic area, along with

steps you can take to avoid being a victim, and the agencies you can contact for help. 

USAGov is committed to guiding you to the tools, forms, and services you need. In addition to

this Handbook and the Spanish version, the Guía del Consumidor, we offer other bilingual

information. This includes our websites USA.gov and GobiernoUSA.gov, government information 

by phone, toll free at 1-844-USA-GOV1, email, and online chat services. Stop by

USA.gov/explore to find government programs and services that can make life a little easier.

If you have questions or ideas for topics, please send them my way at askmarietta@gsa.gov or 

tweet them using the hashtag, #AskMarietta. 

Wishing you all the best,

Marietta Jelks

Editor-in-Chief, Consumer Action Handbook
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook I

 January 2016

Welcome to the Consumer Action Handbook.

In an increasingly interconnected world, we have all seen a great deal of

change when it comes to the way we buy, sell, and consume goods and

services. Every day, American consumers make decisions that may leave

a lasting impact on themselves and their families—for better or for worse.

Whether investing in a home for the future or trying to make ends meet

between paychecks, it is vital to have the necessary tools to protect

against irresponsible lending, deceptive practices, and fraudulent

behavior. The Consumer Action Handbook helps ensure people across 

our Nation—no matter who they are or what financial challenges they 

face—know their rights and manage their finances and personal

information safely and effectively. 

I encourage all Americans to take advantage of this valuable resource, 

which is also available online at www.USA.gov/Handbook. 

 

The Administrator

January 2016

Welcome to the Consumer Action Handbook, published by USAGov, part of the U.S.

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

Technologies. 

GSA understands how important it is to plan before you buy. As the Government’s

purchasing agency, we take proactive steps to help our agency partners get the best

value on the goods and services they need. And you can be confident that the tips in

this Consumer Action Handbook will help you maximize your buying power too.

The Consumer Action Handbook compiles consumer information from across

Government into one practical resource. This guide is a blend of actionable tips,

highlights of new consumer trends, and alerts to potential scams. The Handbook not

only reflects the current consumer landscape, but also offers tips to help you

successfully navigate it. 

GSA’s Consumer Action Handbook is an important part of USAGov—your guide to

Government information and services. I encourage you to visit the website USA.gov, its

Spanish language counterpart, GobiernoUSA.gov, and the USAGov Contact Center at

1-844-USA-GOV1 for answers to your Government-related questions. 

Sincerely, 

Denise Turner Roth

Administrator
II www.USA.gov To contact an organization, use the directory beginning on page 64 

QUICK CONSUMER TIPS

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. The 

information and resources you will need are arranged as 

follows:

PART I—BE A SAVVY CONSUMER

Read this section for advice before you make a purchase. 

Look in the Table of Contents (p. 1) and Index (p. 138) to 

quickly locate specific topics and information.

PART II—KEY INFORMATION RESOURCES

Look here for a list of public resources for seniors, persons 

with disabilities, and military families.

PART III—FILE A COMPLAINT

Turn to this section for suggestions on resolving consumer 

problems. The sample complaint letter on page 60 will help 

you present your case.

PART IV—CONSUMER ASSISTANCE 

DIRECTORY

Find contact information for corporate offices, consumer 

organizations, trade groups, government agencies, state 

authorities and more. 

VISIT US ONLINE

Visit www.USA.gov and in Spanish at 

www.Gobierno.USA.gov for more consumer information, 

resources, and tools. You can also order or download an 

electronic version of the Handbook and hundreds of other 

consumer publications at Publications.USA.gov.

QUICK CONSUMER TIPS

•	 As a savvy consumer, you should always be on the alert 

for shady deals and scams. Keep these things in mind to 

avoid becoming a victim: 

•	 Be wary of promises to fix your credit problems, lowinterest credit card offers, deals that let you skip credit 

card payments, work-at-home job opportunities, riskfree investments, and free travel. A deal that sounds too 

good to be true usually is! 

•	 Don’t share personal information with someone you 

don’t trust. Learn how to recognize fraud. 

•	 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.

•	 Read and understand any contract, legal document, or 

terms of service before you sign or click “I Agree”. Do 

not sign a contract with blank spaces or incomplete 

terms. Some contracts include a clause that prohibits 

you from taking legal action and requires you to engage 

in mandatory arbitration with a company in the case of a 

dispute. 

•	 Get estimates from several contractors for home or car 

repairs. Make sure the estimates are for the exact same 

repairs for a fair comparison.

•	 Before you buy, make sure you understand and accept 

the store’s refund, return and early termination or 

cancellation policies, especially for services and 

facilities that charge monthly fees.

•	 Double-check the final price when you pay for your 

purchases. Speak up if you think the price that has been 

charged is incorrect. Remember, when shopping online, 

your purchase may include additional fees, such as 

shipping, handling, and convenience fees that are not 

calculated until you check out.

•	 When shopping online, look for the padlock icon in 

the bottom right-hand corner of your screen or a URL 

that begins with “https” to ensure that your payment 

information is transmitted securely. 

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

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

death or debt). 

•	 Notify your lender immediately if you are having difficulty 

making payments on loans, so that you can work out a 

payment plan.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 1

Quick Consumer TIps .........................................II

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

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

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

Warranties .........................................................................2

Shopping From Home .....................................................3

After You Buy ....................................................................5

Banking................................................................. 5

Savings And Checking....................................................5

Mobile Banking..................................................................6

ATM/Debit Cards.............................................................6

Unsolicited Checks And Credit Offers .......................7

Prepaid Cards ...................................................................8

Cars........................................................................ 8

Buying A Car.....................................................................8

Financing..........................................................................10

Leasing.............................................................................. 11

Recalls, “Lemon” Laws, And Secret Warranties.... 11

Repairs.............................................................................. 11

Car Repossessions .......................................................12

Renting..............................................................................12

Car Sharing Services.....................................................12

Credit....................................................................13

Loans.................................................................................13

Credit Cards.....................................................................14

Credit Reports And Scores..........................................15

Dealing With Debt .........................................................16

Education .............................................................18

Paying For College.........................................................18

Employment........................................................ 20

Work-At-Home Companies ........................................20

Unemployment ...............................................................21

Food And Nutrition..............................................21

Healthy Food Choices ...................................................21

Food Safety......................................................................21

Saving Money On Groceries........................................21

Organic Foods.................................................................22

Health Care ......................................................... 22

Choose A Doctor...........................................................22

Choose A Health Care Facility ...................................23

Medical Billing.................................................................24

Prescription Drugs ........................................................24

Advance Medical Directives .......................................25

Housing............................................................... 25

Buy A Home.....................................................................26

Home Foreclosure..........................................................27

Moving Companies ........................................................27

Home Improvements And Repairs ............................28

Renting And Leasing.....................................................28

Insurance............................................................. 29

Auto Insurance ...............................................................30

Disability Insurance.......................................................30

Health Insurance ............................................................31

Homeowners and Renters Insurance ........................31

Life Insurance..................................................................32

Long-Term Care Insurance ..........................................32

Other Insurance .............................................................33

Investing.............................................................. 33

Financial Brokers And Advisors.................................35

Commodities...................................................................36

Real Estate........................................................................36

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

Privacy And Identity Theft................................ 37

Report Identity Theft......................................................38

Protect Your Privacy ......................................................38

Education Privacy...........................................................39

Financial Privacy.............................................................40

Medical Privacy...............................................................40

Online Privacy..................................................................41

Telecommunications...........................................41

Internet..............................................................................41

Phones..............................................................................43

TV ......................................................................................44

Telemarketing And Unwanted Mail................... 45

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

Pre-Recorded Messages..............................................46

Telemarketing Sales Calls............................................46

Travel....................................................................47

Resolve Air Travel Problems........................................48

Cruises..............................................................................49

Travel Safety....................................................................49

Utilities ................................................................ 50

Starting Utility Service ..................................................50

Wills And Funerals...............................................51

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

Trusts ................................................................................52

Funerals............................................................................52

PART II: Key Information Resources................ 54

Emergency Preparedness ............................................54

For Persons With Disabilities......................................55

For Military Personnel ...................................................55

For Seniors.......................................................................57

PART III: File A Complaint................................ 59

Contact The Seller.........................................................59

Sample Complaint Letter..............................................60

Contact Third Parties....................................................61

Dispute Resolution Programs.....................................62

Small Claims Court........................................................62

Legal Help And Information.........................................62

Report Fraud And Safety Hazards .............................63

PART IV: Consumer Assistance Directory ...... 64

Index...................................................................138

TABLE OF CONTENTS
2 www.USA.gov To contact an organization, use the directory beginning on page 64 

BUYER BEWARE

BEFORE YOU BUY

Use this checklist BEFORE you make a purchase to avoid 

problems and make better decisions:

•	 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 from consumer experts and 

comments from past customers. See Key Information 

Resources (p. 54).

•	 Get price quotes from several sellers. 

•	 Make sure the seller has all appropriate licenses. Doctors, 

lawyers, contractors, and other service providers must 

register with a state or local licensing agency.

•	 Check out a company’s complaint record with your local 

consumer affairs office (p. 106).

•	 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 or give agreement to online 

(by clicking “I Agree”). Make sure there are no blank 

spaces or incomplete terms. 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. 15).

•	 Don’t buy on impulse or under pressure; this includes 

donating to charity. 

•	 Check your browser settings when shopping online if 

you don’t want your shopping history shared with data 

brokers.

•	 If you are buying a subscription or membership, find out if 

it is renewed automatically and how to cancel.

WARRANTIES

A warranty is the promise that a manufacturer or seller 

makes to stand behind a product’s quality. Federal law

requires that warranties be available for you to read before 

you buy, even when you are shopping by catalog or on the 

Internet, so that you can comparison shop. A standard 

warranty is part of the item you purchased. There is no 

additional cost for this protection from the company. There 

are three main types of warranties:

•	 Written warranties are printed and come along with 

the item you purchased. In order for a written warranty 

to take effect, or to make a claim against it, the seller 

or manufacturer may require you to perform specific 

maintenance or that you use the item as instructed.

•	 Spoken warranties are verbally communicated to you by a 

salesperson, or other staff at a retailer or service provider, 

for services like free repairs. If you receive this kind of 

warranty, have the person who gave it, and their manager, 

put it in writing. Otherwise, you may not be able to get the 

service that was promised to you.

•	 Implied warranties promise that the item you purchased 

will do what it is supposed to do and that it can work 

under the circumstances that it was designed for. 

These warranties are created by state laws, and are not 

specifically stated or written.

If you purchase an item and it doesn’t have a written 

warranty, it is still covered under the implicit warranty 

laws in your state, unless it was marked “as is” when you 

purchased it. Ask a seller when the warranty period starts, 

before you buy. The warranty often begins on the date 

of purchase, but it could start the date the product was 

manufactured.

PART I: BE A SAVVY CONSUMER

QUICK TIPS FOR AVOIDING FRAUD

There are many varieties of consumer fraud, but the most 

common ones are variations of fake check scams, credit 

repair, free trip 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 emails 

that want you to provide or verify personal information 

immediately. Answer that you are not interested and 

hang up or don’t reply to the email.

•	 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, bank 

statements, insurance forms, and other papers with 

personal information.

•	 Ignore unsolicited offers. Don’t respond if someone 

you do not know asks you to send money or money 

orders to claim a prize, lottery, credit card, loan or other 

valuable offer.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 3

BUYER BEWARE

BUYER BEWARE

CHECK FOR RECALLS

Before you buy a product, especially a used or secondhand item, check that it has not been recalled for safety or 

health reasons. Some recalls ban the sale of an item, while 

others ask consumers to return the item for replacement or 

repair. Check for recalls through media outlets, individual 

manufaturers, and these government websites:

•	 www.recalls.gov lists government-initiated recalls from 

federal agencies.

•	 www.nhtsa.gov publishes safety information on vehicles 

and equipment such as children’s car seats.

•	 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, radiation emitting 

products, veterinary drugs, and pet food.

REWARD PROGRAMS

Retailers, airlines, and hotels offer reward programs. You 

can earn and redeem points for merchandise, discounts, 

gift cards, free shipping, and other benefits. There are even 

some multi-brand reward programs that allow you to earn 

points when shopping at one company and use them at 

several other companies. Before you sign up for that next 

key fob, ask:

•	 Do you have to register the card in order to earn or 

redeem points?

•	 Do you agree to let the retailer track your purchase 

behavior, through the program? 

•	 Do your rewards expire?

•	 Do you shop at the company often enough to reap the 

benefits of the program?

•	 Does the program offer rewards that you would use?

•	 Are you required to apply for or use a branded credit 

card to participate in the reward program?

•	 Are there peak times when you can earn double or triple 

points on your purchases?

Remember, reward points are like cash; they can be used 

to purchase flights, gift cards, and other valuable services. 

Unfortunately, hackers know this too and try to access 

legitimate rewards accounts with the login and passwords. 

Do your part to secure your reward accounts by using 

strong passwords, and report any activity that you didn’t 

authorize to the sponsoring company.

Service Contracts and Extended Warranties

Service contracts or “extended warranties” extend the 

guarantee or promise that a product will work, and are an 

additional purchase. Sellers offer these service contracts at 

the time of purchase, and sometimes months or years after 

your purchase. They are commonly offered when you buy 

a car, major electronics, or household appliances. Thirdparty firms (not the manufacturer or the seller) may also try 

to sell you an extended warranty; some even make cold calls 

to you with high pressure sales tactics. Some extended 

warranties duplicate the warranty coverage that you get 

automatically from a manufacturer or seller. These add-ons 

may not be worth the cost. Ask these questions before you 

buy an extended warranty:

•	 Does the seller, the manufacturer, or another 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 failed to follow recommendations for routine 

maintenance.

Remember, an extended warranty doesn’t cover preexisting conditions, so make sure to have an item checked 

out before you buy.

Problems with Warranties

If you have problems receiving the services that were 

promised in your warranty, you can report your dispute. 

First read your warranty to make sure you know your rights. 

Then you can file a complaint with the retailer; if the retailer 

cannot help, contact the manufacturer. If neither the retailer 

nor manufacturer can help, file a complaint with your local 

consumer protection agency (p. 106).

Visit www.consumer.ftc.gov/articles/0252-warranties for 

more information about warranties.

SHOPPING FROM HOME

Late delivery, shipment of wrong or damaged items, and 

hidden costs are common complaints when you shop from 

home. To avoid problems and resolve them more easily, 

follow the advice in the Before You Buy checklist 

(p. 2). In addition, here are some general tips:

•	 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 deducted properly.

•	 Be clear on what you are buying. Watch for words 

such as “refurbished,” “reconditioned,” “closeout,” or 

“discontinued.”

•	 Prepare to provide the security code on the back of 

your credit card. The merchant may ask for that number to 

ensure that the card is in your possession. 

•	 Keep a record of your purchase. Save any information 

the seller gives you, such as order confirmation number, 
4 www.USA.gov To contact an organization, use the directory beginning on page 64 

BUYER BEWARE

product description, delivery date, cancellation policy, 

privacy policy, and warranties. 

•	 Keep track of your order. If it’s late, you have the right to 

cancel and demand a refund.

Your Rights

When you order something by mail, phone, or online, 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 option 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 order, your money must be refunded 

within seven days; if you charged the order on a credit card, 

your account must be credited within one billing cycle. The 

company cannot substitute a store credit. If you applied for 

a credit 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 credit 

application.

These FTC rules only apply to the first shipment of 

magazine subscriptions or other merchandise you receive 

repeatedly. Your state may also have rules that apply. 

Report suspected violations to your state or local consumer 

protection agency (p. 106) and to the FTC (p. 102).

3-Day Cooling-Off Rule

This federal law protects consumers in their homes during 

door-to-door sales pitches, or in temporary business 

locations. 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 your home or more than $130 at other temporary 

business locations.

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, online, 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.

•	 Your purchase is not primarily for personal, family, or 

household use.

•	 You were buying real estate, insurance, securities, or a 

motor vehicle.

•	 You cannot return the item in a condition similar to how 

you received it. 

Remember, if you paid by credit card and have 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. 15).

Online Shopping

Online shopping websites often offer great deals, variety, 

and convenience. However, 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.

•	 Get a complete description of the item and parts 

included, and the price, including shipping. Also find out 

the delivery time, warranty information, return policy, and 

complaint procedure.

•	 Read reviews from other consumers and independent 

experts.

•	 Pay with a credit card. Federal law protects you if you 

need to dispute charges, but it does not apply to debit 

SHOPPING WITH VIRTUAL CURRENCY

Virtual currencies, or cryptocurrencies, are a way to track, 

store, and send value over the Internet. Some online sellers 

and mobile apps accept virtual currencies as a form of 

payment. Before you click “Buy Now”, ask:

•	 How much will one unit buy? Unlike cash or credit cards, 

there is no set value for virtual currencies. The value 

can change drastically, depending on demand. This can 

cause significant changes in the price of an item or what 

a unit of virtual currency can buy.

•	 Is the seller reputable? Some sellers accept these forms 

of payment, but don’t deliver the item you purchased. 

•	 Can you return or exchange merchandise? You may not 

be able to do so if you paid with virtual currencies. Check 

the seller’s return and exchange policies.

•	 Are there protections from fraud? Credit cards limit your 

liability for unauthorized purchases at $50, but virtual 

currencies don’t have the same protections.

•	 Who actually accepts the cryptocurrencies? In some 

cases, an intermediary accepts them and converts them 

to US dollars for the seller. This can affect when you 

receive your merchandise or your ability to make returns.

•	 How is your information protected? All purchases made 

with virtual currencies are recorded in a public ledger. 

This ledger includes the address of your virtual currency 

wallet, which can be traced to you. Find out how your 

purchase information is secured.

Report problems with virtual currencies to the Consumer 

Finance Protection Bureau at www.consumerfinance.gov/

complaint.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 5

BANKING

BANKING

cards, checks, cash, money orders, and some mobile 

payment apps, or other forms of payment.

•	 Use a secure browser. Look for a URL that starts with 

“https” rather than “http.” Also look for a closed padlock 

icon, usually in the lower right-hand corner of the screen.

•	 Avoid making online purchases on public Wi-Fi hotspots; 

these may not be secure, and your payment information 

could be stolen over the network.

•	 Print or save your purchase order with details of the 

product and your confirmation number.

Visit www.onguardonline.gov for more online shopping 

information.

AFTER YOU BUY

Even careful buyers can run into problems after a purchase. 

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.

•	 You may be able to get a refund for the difference if the 

price of the item you bought has decreased within a 

certain number of days. 

•	 Find out how to dispute a purchase, based on if you paid 

with cash, credit, or a mobile app or payment device.

If you paid using an app connected to your credit or debit 

card, then you can dispute any purchase, just like any other 

credit card purchase (p. 15). 

Returns

Sometimes you may need to return an item to a retailer. Most 

retailers allow you to make returns, within a set number of 

days after purchase. You may be required to have the receipt, 

the item, and any packaging. 

Refunds are normally given in the same form of payment 

that was used to buy the item. If you don’t have a receipt, the 

store may give you a gift card instead. A store may charge 

you a restocking fee if you return electronics or appliances. 

If you return to a physical store, the customer service staff 

may ask to see and swipe your driver’s license. This allows 

the store access to your personal information, such as your 

address, birthdate, and driver’s license number. This action 

can put your personal information at risk. Ask if this step is 

necessary to process your refund.

To return an item you bought online, find out if you can 

return it to the retailer’s physical store that is near you. If 

that’s not be possible, check the website to find out if return 

shipping is free and use the return labels provided.

If you bought items with a gift card and need to make 

multiple returns, the gift card issuer may flag the card for 

fraud and lock it, so that it can’t be used. 

BANKING

Your bank accounts are primary ways to store your money, 

pay your bills, and build your savings. When you shop for a 

bank, consider the actual products and services, location of 

branches, and online and mobile banking features. 

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. The bank or credit union 

must provide you with the account terms and conditions 

when you open your account. When choosing the one that 

is right for you, consider:

Minimum deposit requirements. Do you have to keep a 

minimum dollar amount in your account to earn interest or 

avoid account maintenance fees?

Limits on withdrawals. Can you take money out whenever 

you want? Are there any penalties for doing so?

Interest. Can you earn interest on your accounts? How 

frequently is it paid (monthly, quarterly)? Check with banks 

or credit unions to see and compare their current published 

rates.

Online bill pay. Can you pay your bills directly from your 

bank or credit union’s website? 

Deposit insurance. Is the bank insured by the Federal 

Deposit Insurance Corporation (FDIC)? Is the credit union 

insured by the National Credit Union Share Insurance 

Fund? You are insured up to $250,000 per financial 

institution. If you have a joint account, that account is 

covered separately for $250,000. 

Mobile banking. Can you access your accounts and make 

deposits from your mobile phone or tablet? Does the bank 

charge fees for this access?

Convenience. Are there branches or ATMs close to where 

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

Money transfer. Does the bank have a system that lets 

you transfer money to your accounts at other banks or to 

other people?

If you are considering a checking account or another type 
6 www.USA.gov To contact an organization, use the directory beginning on page 64 

BANKING

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?

Check fees. Does the account have a monthly fee or a 

charge for each check you write? 

Holds on checks. Is there a waiting period for checks 

to clear before you can withdraw the money from your 

account?

Debit card fees. Are there fees for using your debit card?

Account fees. Does the bank charge maintenance, 

withdrawal, or minimum balance fees on your checking or 

savings account? 

Overdrafts and Bounced Checks

What happens if you try to cash a check, withdraw money, 

or use your debit card for an amount greater than the 

amount of money in your account? It depends on whether 

or not you opted in for overdraft protection:

•	 If you did not opt in, your bank will reject the payment and 

not pay on your behalf, and no fee is charged.

•	 If you opted in for overdraft transfer protection, your bank 

will transfer money from your savings account or a line of 

credit, for a fee.

•	 If you opted in for overdraft protection, your bank will pay 

for transactions and charge you a fee for each payment it 

covers for you.

Go to www.fdic.gov/consumers/overdraft for more 

information.

Transaction Reordering

Some banks reorder the processing of your daily 

transactions. Instead of processing your payments and 

deposits in the order that you made them, the bank can 

reorder them based on type (check, electronic payment) 

or size (larger amounts processed first) of the debit. 

Transaction reordering can cause your account to have 

insufficient funds to cover your purchases, even if you made 

a deposit on the same day. If you have opted in for overdraft 

protection, your bank could cover the purchases, but would 

charge you a fee for each instance.

PROTECT YOUR PIN

Beware of “shoulder surfers.” Be suspicious of anyone 

lurking around an ATM or watching over your shoulder while 

you use your debit, ATM, or chip and PIN credit card. Some 

thieves even put a device over the card slot of an ATM or 

gas station pump 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.

MOBILE BANKING

Many banks allow you to do your banking from your mobile 

phone or tablet. Your bank may have a mobile app to make 

it easy to keep a close track on your finances, pay bills, or 

transfer funds right from your smart phone. To get the best 

of these benefits and protect yourself:

•	 Make sure that your mobile device and your banking app 

are password protected.

•	 Access your accounts on secured connections.

•	 Sign up for text message alerts to know when 

transactions hit your account, or if your account balance 

goes below a minimum threshold.

•	 Use the fraud protection features, so you will know when 

someone, other than you, tries to change your password 

or account information.

Take extra care if you use mobile banking apps to transfer 

money between you and a seller, or another consumer. 

Your bank may show that the funds were transferred 

immediately, but it may take a few days for the transaction to 

clear. If someone is paying you, he or she could reverse the 

transaction during that waiting period, and you wouldn’t get 

the money. Or a seller could collect on your mobile payment 

without delivering the item you purchased.

Mobile Deposits

You can take a picture of a check with your smart phone’s 

camera, and then use your bank’s mobile app to upload and 

deposit it in your account. Remember, just because you 

make a deposit through your mobile app doesn’t mean that 

the funds are immediately available. Some banks hold the 

funds on mobile deposits for more than a week, before the 

funds are available to you. This wait time is longer than the 

standard one or two day funds hold for a deposit made at a 

local branch or ATM. This extended hold can cause you to 

overdraw your account. Before you snap that picture of your 

check:

•	 Find out your bank’s rules on the timing of funds 

availability for mobile deposits.

•	 Hold on to the physical check, just in case there is a 

problem. After it has cleared, you should shred it.

•	 Find out if there are fees to use this feature. If so, is it 

monthly, or per transaction?

•	 Upload the check over a secured network, to protect your 

account and that of the person who wrote you the check.

•	 Read your bank’s terms and conditions for mobile 

deposits.

Contact the Federal Deposit Insurance Corporation (p. 102) 

for more information on mobile 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 
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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 problems directly with the seller. 

If you suspect your debit card has been lost or 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. It increases 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 of the money in your bank account as well as 

the unused portion of your line of credit established for 

overdrafts.

•	 Sign up for text message or email alerts each time your 

debit card is used, so that you can know immediately if it 

has been used fraudulently. 

Check the policies of your card issuer; some offer more 

generous limits on a voluntary basis. 

UNSOLICITED CHECKS AND CREDIT OFFERS 

If you cash an unsolicited check, you could be agreeing 

to pay for products or services you do not 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. 

Legitimate offers of credit often come in the form of 

“convenience checks,” which credit card companies 

enclose with your monthly statement. However, 

convenience checks may carry higher fees, a higher interest 

rate, and other restrictions. If you do not want the checks, 

be sure to shred them to protect yourself from “dumpster 

divers” and identity thieves.

Watch out for checks from someone in a foreign country 

who claims that you have won a foreign lottery, checks for 

 BEWARE: CARD CRACKING

“Need cash fast?” Scammers post these ads on social 

media, often targeting college students, newly enlisted 

military personnel, and other young adults that need 

money.

The scammer claims that they need your help to 

deposit a check. He or she will ask you to to deposit it 

and send them your ATM card and PIN, so they can 

withdraw the money. In exchange for your help, they 

promise to give you some of the check’s funds. 

Once you deposit the check, the scammer withdraws 

the money from your account at an ATM. However, they 

withdraw the money before the entire amount of the 

check has cleared, and before the bank verifies that the 

check was actually counterfeit.

In the end you lose. Since it was your account, you 

have to repay the bank the amount of the fake check. 

You don’t get the portion of the check, as promised. In 

addition to losing your money, and your privacy, you 

could also face penalties for participating in bank fraud. 

Take easy steps to protect yourself from these scams:

•	 Beware of offers involving check deposits.

•	 Don’t click on “need cash” posts on social media.

•	 Don’t share your bank account, online banking login 

information, debit card, and PIN with anyone.

Report the ad as suspicious to the social media website 

and the Federal Trade Commission (p. 102).

MOBILE PAYMENTS 

You can pay for purchases through digital wallets stored in 

your smart phone, apps, a key fob, or even a watch. These 

items store your credit or 

debit card numbers. When it’s 

time to pay, you just hold your 

device near a mobile payment 

terminal. 

Since your credit or debit 

card is linked to your payment 

app, the protections against 

fraudulent purchases are the 

same as they would be if your actual card was used. 

Before you decide to use these services, find out if your 

phone has the chip that enables mobile payments. You 

also need to know if your card issuer participates in that 

mobile payment service. Some questions to ask: 

•	 Does the device transmit your credit card numbers or 

send a device-specific account number to the retailer?

•	 How does the mobile payment provider protect your 

privacy?

•	 Is there a PIN or fingerprint needed to access or use your 

mobile payment service?

•	 Is it possible to freeze your wallet if your phone is lost or 

stolen? Can this be done remotely?

•	 How do you dispute a purchase?

Review Consumer Action’s Mobile Payments Guide 

at www.consumer-action.org/news/articles/mobile_

payments_guide_fall_2015 for more tips.
8 www.USA.gov To contact an organization, use the directory beginning on page 64 

BANKING

investment opportunities, or online purchases. These could 

be scams. Even if you deposit the check, the check may be 

illegal. Don’t rely on money from a check, especially foreign 

or unsolicited, until your bank says the check has cleared.

PREPAID CARDS

Prepaid cards, also known as prepaid debit, or stored value 

cards are convenient ways to make purchases and conduct 

other financial transactions. You do not need to have a bank 

account or a credit history to use a prepaid card. Read the 

card’s 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, in a separate place, so you 

can get a replacement if your card is lost or stolen. Some 

prepaid card issuers may charge fees for card activation, 

maintenance, and cash withdrawals.

Gift cards, a type of prepaid card, have extra protections, 

including that funds on the card can’t expire within five 

years of when it was activated. However, if you don’t use the 

card, the money stored on it can be sent to the unclaimed 

money office in your state or the state where the card issuer 

is incorporated. Visit www.usa.gov/unclaimed-money to 

locate missing money.

If you have a problem with a prepaid card, first contact the 

customer service number. Some cards are issued by state 

or national banks. If the problem still is not resolved with the 

bank or issuer, file a complaint with the proper authorities 

listed in the chart:

Contact the proper regulatory agency below:

TYPE OF INSTITUTION REGULATORY AGENCY

State-chartered banks and 

trust companies 

Federal Deposit Insurance 

Corporation (p. 102) 

and state banking 

authorities (p. 119)

Banks with National 

in their name or N.A. 

after their name 

Office of the Comptroller 

of the Currency, U.S. 

Department of the Treasury 

(p. 100)

Federal savings and 

loans and federal 

savings banks

Office of the Comptroller 

of the Currency, U.S. 

Department of the Treasury 

(p. 100)

Federally chartered 

credit unions

National Credit Union 

Administration (p. 103)

State-chartered banks that 

are members of the Federal 

Reserve System

Federal Reserve System 

(p. 102)

BANKING SCAMS

Be aware of these common signs of a scam:

•	 A company sets up automatic withdrawals from your 

account that you didn’t approve.

•	 Fake requests to verify your bank account number, 

password, or PIN. This is known as phishing.

•	 Requests for you to deposit a check into your account, 

as part of a fake lottery or sweepstakes.

Take steps to protect yourself:

•	 Don’t give your bank account number as part of a lottery 

or sweepstake entry or for “free” offers.

•	 Don’t reply to requests, by email or phone, to verify your 

bank account.

•	 Don’t deposit checks from people you don’t know. 

For more information or to file a complaint, contact:

•	 Your bank or credit union’s fraud department.

•	 The Federal Trade Commission (p. 102).

CARS

BUYING A CAR

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. Research car dealers with your 

state or local consumer protection agency (p. 106) and 

Better Business Bureau (p. 67). If you are buying from an 

individual, check the title to make sure you are 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 does not 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.
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GOVERNMENT FUEL ECONOMY WEB PAGES

•	 www.epa.gov/greenvehicles The Green Vehicle Guide 

tool helps you find the cleanest and most fuel-efficient 

vehicles to meet your needs. 

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

ratings of different vehicle models manufactured since 

the mid-1980s and calculates annual fuel estimates. 

•	 www.epa.gov/carlabel allows you to compare the fuel 

economy of different types of vehicles (diesel, hybrid, 

electric, gasoline).

CHOOSE A SAFE VEHICLE

Crash tests can 

help you determine 

how well a vehicle 

will protect you 

in a crash. These 

organizations 

perform crash tests 

and rate vehicles: 

•	 The National 

Highway Traffic Safety Administration. Each year, 

NHTSA (www.nhtsa.gov) crashes vehicles head-on 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.

•	 Consumer Reports. 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 accidentavoidance factors — emergency handling, braking, 

acceleration, and even driver comfort.

•	 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.

•	 Ask what jargon, like “all-new”, “redesigned”, “next 

generation” really mean in terms of a car’s appearance, 

structure, and performance.

•	 Read and understand every document 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. 30).

Buying a New Car

Do your research first and compare vehicles. 

•	 Research the dealer’s price for the car and options 

available. It is 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. Try to locate 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 of the vehicle. 

•	 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 to get a loan. See Service 

Contracts and Extended Warranties (p. 3).

•	 Hybrid cars are 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. Also look for the SmartWay 

logo to identify cleaner, more fuel-efficient cars and 

trucks. Visit www.epa.gov/greenvehicles/find/index.htm

and www.fueleconomy.gov for more information about 

hybrids, electric vehicles, and alternative fuels. 

Buying a Used Car 

•	 To learn what rights you have when buying a used car, 

contact your state or local consumer protection office (p. 

106).

•	 Contact your state’s motor vehicle department to find out 

what paperwork you will need to register a vehicle. 

•	 Check prices of similar models using the NADA Official 

Used Car Guide (www.nadaguides.com), published by the 

National Automobile Dealers Association, or the Kelley 

Blue Book (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. Find out 

whether the car has been damaged in a flood, crash, or 

labeled a “lemon.” Visit www.vehiclehistory.gov to buy 

vehicle history reports gathered from state motor vehicle 

departments and other sources. These reports are 

helpful but aren’t a guarantee that a vehicle is accidentfree. Also, visit www.safercar.gov to find out if a car has 

been recalled.

•	 Research the car’s title history with your state motor 

vehicle department. 

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

provides information on safety defect recalls, complaints, 

and technical service bulletins.
10 www.USA.gov To contact an organization, use the directory beginning on page 64 

CARS

•	 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 will 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, 

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.

Dealer Versus Private-Party Purchases

The Federal Trade Commission 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 vehicle’s current condition, 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.

Buying a used car from a dealer is often more expensive 

than buying from an individual. Many dealers inspect their 

cars and provide an inspection report. However, this is no 

substitute for your own inspection. Some dealers provide 

limited warranties, and most sell extended warranties. 

Warranties may not cover a car’s pre-existing conditions, so 

that’s another important reason to have the car checked by 

a mechanic before you buy. Watch out for dealer warranties 

that are “power train” warranties only, and not “bumperto-bumper,” full-coverage warranties. Compare dealer 

warranties with ones that are available from other sources. 

Some dealers sell “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. 

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. 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. An individual is very unlikely to provide a written 

warranty.

FINANCING

Most buyers need some form of financing to purchase 

a 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 agreedupon finance charge, over a specified time 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. 

Another common form is dealership financing, which 

offers convenience and sometimes special, manufacturersponsored, low-rate deals. Before you make a financing 

decision, it is important to do your research:

•	 Decide your budget and stick to that limit.

•	 Get a copy of your credit report and correct any errors 

before applying for a loan.

•	 Check car buying guides to identify price ranges and best 

available deals.

•	 Beware of “loan packing”. This is where a dealer presses 

you to add features and extended warranties to drive up 

the amount of your loan.

•	 Request a loan that does not include a prepayment 

penalty if you pay off your loan before the loan is due.

•	 Ask to see the credit application, completely filled out, 

before you sign it. Make sure your income is reported 

correctly.

•	 Get a copy of all your signed paperwork. 

More information about vehicle financing, deciding what 

you can afford, and consumer protections is available 

at www.consumer.ftc.gov/articles/0056-understandingCars include many computer systems to make them 

work correctly and allow mechanics to assess how 

the car is performing. Some cars also have other 

computer systems, such as Bluetooth, navigation and 

entertainment systems, Wi-Fi, and key fobs. However, 

these innovations for convenience and comfort come 

with a risk. Hackers are able to use these systems to 

hack into your car, remotely. They can take control of 

important functions, like steering or braking, that can 

affect safety. Take steps to protect your car, your safety 

and other drivers on the road:

•	 Turn off Bluetooth or Wi-Fi when you aren’t using 

them.

•	 Ask your mechanic or dealer to install security 

updates and patches to make your car’s systems 

more secure. 

•	 Beware of aftermarket items, such as GPS, toll 

devices, or driving monitoring devices from your 

insurance company that you plug into the car. These 

devices may not be as secure, making it easier for 

hackers to access other software in your car. 

 BEWARE: CAR HACKING
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vehicle-financing. Visit www.consumerfinance.gov/

complaint to file a complaint about your auto loan.

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 the 

general suggestions for buying a car (p. 8) and these tips:

•	 Compare leasing versus owning. The Consumer Leasing 

Act requires leasing companies to give you information on 

monthly payments and other charges. 

•	 Shop around to compare lease offers from multiple 

dealers.

•	 Find out what the down payment, or capitalized cost 

reduction, is for the lease. Consumers with better credit 

scores qualify for the low down payments and rates that 

are advertised in commercials.

•	 Calculate the total cost over the life of the lease, and 

include the down payment. A lease with a higher down 

payment and low monthly payments may be a better deal 

for you.

•	 Consider using an independent agent rather than a car 

dealership; 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. Things 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.

Get more information about auto leases from www.

consumerfinance.gov/askcfpb /815/should-i-buy-or-leasewhats-difference.html.

RECALLS, “LEMON” LAWS, AND SECRET 

WARRANTIES

Sometimes a manufacturer makes a design or production 

mistake on a motor vehicle. A technical 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.”

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

check whether the manufacturer has recalled your vehicle. 

Find information about recalls, and other safety defects 

in NHTSA’s database at www-odi.nhtsa.dot.gov/owners/

SearchSafetyIssues or call the DOT’s Vehicle Safety 

Hotline at 1-800-327-4236. You should report hazards 

that are not listed to your dealer, the manufacturer of the 

vehicle (p. 65), and NHTSA at www-odi.nhtsa.dot.gov/

VehicleComplaint. If a safety-related defect exists, the 

maker must fix it at no cost to you—even if your warranty 

has expired. 

“Lemon” Laws

If you have a vehicle with a unique problem that just never 

seems to get fixed, you may have a “lemon”. If your car is 

declared a “lemon” you will have the right to return the car 

for a refund. The “lemon” law requirements vary from state 

to state, but the criteria to qualify as a lemon often includes 

these conditions:

•	 The defects must occur early within the car’s first year or 

within the first 12,000 to 15,000 miles.

•	 The car must have a substantial defect on parts like the 

engine, transmission, or steering controls.

•	 You have to have given repair shops a reasonable number 

of attempts to fix the problem.

•	 Your car was in a repair shop and you were unable to use 

it for a certain number of days within the year.

Contact your state or local consumer protection office (p. 

106) 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 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 

of automotive manufacturers (p. 65). 

The Center for Auto Safety (p. 104) gathers information and 

complaints concerning safety defects, recalls, technical 

service bulletins, and state “lemon” laws. 

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. 106), or the Better Business Bureau 

(p. 63). 

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

problem.

•	 Make it clear that work cannot begin until you have an 

estimate (in writing, preferably) and give your okay. 

Never sign a blank repair order. If the problem cannot be 
12 www.USA.gov To contact an organization, use the directory beginning on page 64 

CARS

diagnosed on the spot, insist that the shop contact you 

for authorization once it has found the problem.

•	 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. 106). View the FTC’s consumer guide to auto repair at 

www.consumer.ftc.gov/articles/0211-auto-repair-basics for 

more information.

CAR REPOSSESSIONS 

When you borrow money to buy a car or truck, the lender 

can take your vehicle back if you miss a payment or violate 

the contract. The lender: 

•	 Can repossess with cause without advance notice.

•	 Can insist you pay off the entire loan balance 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.

Some lenders don’t repossess the actual car, but install a 

starter interrupt device in your car when you buy it. If you 

fall behind on payments, they can press a button to disable 

your car. 

If you know you are going to be late with a payment, talk to 

the lender. 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. 106) to find out whether 

your state gives you any additional rights.

RENTING

Before renting a car:

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

There may be an airport surcharge or fees for drop-off, 

insurance, fuel, mileage, taxes, additional-drivers, and 

equipment rental (for items such as GPS and car seats).

•	 Check in advance to be sure you are not duplicating 

insurance coverage. If you decline coverage, make sure 

to get it in writing to prevent surprise charges. You might 

also have coverage through your personal auto insurance 

(p. 30), a motor club membership, or the credit card you 

use to reserve the rental. 

•	 Review your rental receipt to make sure that you were not 

charged for services you did not request.

•	 Carefully inspect the vehicle and its tires before renting, 

and when you return it. Try to return the car during regular 

hours so you and the rental staff can look at the car 

together to verify that you did not damage it.

•	 Check refueling policies and charges. Some rental 

companies, particularly at airports, may require you to 

refuel within a 10 mile radius of the airport or show a fuel 

receipt when you return the car.

•	 Pay with a credit card rather than a debit card to avoid 

holds on the funds in your checking account. 

Visit www.insureuonline.org/consumer_auto_car_rental_

insurance.htm for more information about renting a car and 

the insurance options. Some states have laws to address 

your rights with short-term car and truck rentals. Contact 

your state or local consumer protection office (p. 106) for 

information or to file a complaint.

CAR SHARING SERVICES

Even if you do not own a car, there are times when you may 

need access to one. In addition to car rental companies, 

you can now subscribe to services offered by car sharing 

companies. These companies allow you to borrow a 

vehicle for short-term use. These car sharing services 

charge members on an hourly basis, as opposed to a 

daily or weekly rate. These services allow you to have the 

CAR SCAMS

Be aware of common signs of scams:

•	 You received a faulty phone call and the caller pressures 

you to renew your warranty, even if it hasn’t expired.

•	 Sellers withhold important information, such as the car 

has sustained major damage. 

•	 Overstated estimates for repair work. 

Take steps to prevent being a victim:

•	 Contact your dealer about the status of warranties and 

service packages.

•	 Use vehiclehistory.gov to research a car before you buy.

•	 Have a car inspected by a mechanic before you buy.

•	 Get written estimates for repairwork.

For more information or to file a complaint, contact:

•	 State consumer protection office (p. 106)
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 13

convenience of a car when you need one, without the costs 

of car ownership. Do some research. Talk to subscribers or 

read online reviews about their experiences. Ask about:

•	 Fees. What fees does the company charge (annual fees, 

application fee)? Are they refundable, even if you cancel 

or are denied membership?

•	 Availability of cars. Are there cars available at times 

that you need one? How far in advance do you need to 

reserve a vehicle?

•	 Attendants. Are there on-site staff present when you 

check out your car and return it? This can be very helpful 

when you need to verify that the car is returned in the 

same condition as when you borrowed it.

•	 Fuel. Do you have to pay for gas out of your own pocket 

or does the company pay for it?

•	 Extension of time. How easy is it to extend the length 

of your rental? Is it done through an app or is there a 

dedicated customer service hotline?

•	 Cancellation. How far in advance must you give notice 

in order to cancel a reservation or your membership? 

Can the company cancel your membership without 

notification?

•	 Damages. Are you responsible for damages, even 

if they were not your fault or they happened after you 

returned the car? This is especially important if you return 

the car to a lot that does not have on-site staff.

•	 Insurance. Is insurance included? You may be insured 

by a personal policy or the credit card that you use to pay 

for this service.

CREDIT

CREDIT

CREDIT

Credit is the opportunity to borrow money from a bank, 

credit union, finance company, store, or credit card issuer 

to make a purchase. Your ability to manage credit and pay 

money back can affect your ability to get other loans, buy 

a home or car, rent an apartment, insurance rates, or get 

a job. Not having a credit history can also increase the 

interest rates for borrowing money and the amount you pay 

for apartment or utility service deposits. 

The Equal Credit Opportunity Act protects you when 

dealing with creditors. 

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, 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 more on your credit rights, visit www.consumer.ftc.gov/

articles/0347-your-equal-credit-opportunity-rights or 

www.consumerfinance.gov/fair-lending. 

LOANS

There are different types of loans. Some are secured 

loans, where you pledge collateral. Collateral is an item you 

already own, such as a house or car, that you promise to 

forfeit to the lender if you are unable to repay the loan. If you 

cannot pay back the loan, the lender will take your collateral 

to get their money back. Unsecured loans, such as credit 

cards and student loans, do not use property as collateral. 

Lenders consider these as more risky than secured loans, 

so they charge a higher interest rate for them. Two very 

common types of secured loans are home equity and 

installment loans.

Home Equity Loans

A home equity loan is a form of credit where your home 

is used as collateral for the loan. This type of loan is often 

used to pay for major expenses, such as education, medical 

bills, and home repairs. Consider carefully before taking out 
14 www.USA.gov To contact an organization, use the directory beginning on page 64 

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.

Installment Loans

Installment loans are loans that are repaid over time with 

a set number of scheduled payments. The most common 

installment loans are home or car 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 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 cannot 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. 

CREDIT

CREDIT CARDS

A credit card lets you buy goods and services on credit, 

with the promise that you will pay the issuer the amount you 

borrowed. Having a credit card is sometimes necessary 

to make travel reservations and create online accounts. 

Some companies, in fact, only accept credit or debit card 

payments. There are many types of credit cards with various 

features, but there is no one best credit card. The card you 

choose depends on how you plan to use it. Are you going to 

use it for everyday purchases or larger purchases? Do you 

plan to pay off your balance each month?

 When you apply for a credit card, consider:

•	 Annual Percentage Rate (APR). If the interest rate is 

variable, how is it determined, and when can it change?

•	 Periodic rate. This is the interest rate used to determine 

the finance charge on your balance each billing period.

•	 Annual fee. While some cards have no annual fee, 

others expect you to pay an amount each year for being a 

cardholder. 

•	 Rewards programs. Can you earn points for flights, 

hotel stays, and gift certificates to your favorite retailers? 

Use online tools to find the card that offers the best 

rewards for you. See “Reward Programs” on page 3.

•	 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. 

•	 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. Be 

careful: sometimes companies may also try to upsell 

by offering other services such as credit protection, 

insurance, or debt coverage.

•	 Terms and conditions. Read the agreement before 

you apply for the card to make sure that you agree with 

the requirements, such as mandatory arbitration or 

repossession clauses.

•	 Balance carry over. Charge cards require you to pay 

the entire amount due at the end of the statement period. 

Typical credit cards allow you to carry a balance.

•	 Security features. Does the card issuer offer fraud 

alerts or text messages immediately after purchases, or 

let you turn your card on and off?

•	 Chip and PIN. Does the card issuer offer chip and PIN 

security features that rely on an embedded chip instead of 

the magnetic strip? You may need this type of card if you 

travel internationally. See “Chip and PIN Credit Cards” on 

this page.

CHIP AND PIN CREDIT CARDS

Chip and PIN credit cards offer you additional fraud 

protections. A chip and PIN card has an embedded 

microchip, with your account information stored on it. This 

chip makes it difficult for a counterfeiter to produce a fake 

credit card using your payment information. These cards 

also use unique one time codes that are sent from the 

point of sale terminal in a store to the credit card approval 

system. 

The steps to make a purchase in a store are different with 

a chip and PIN card, than with traditional credit cards. 

Instead of sliding your credit card, you insert it into the 

point of sale terminal for a few seconds, then enter your 

PIN. There are no changes in the process if you shop 

online or at retailers that haven’t installed chip and PIN 

terminals. 

Even though chip and PIN credit cards have more security 

features, you still need to secure your credit cards. Check 

your statements regularly, don’t share your PIN, and 

report suspected fraud to your credit card issuer. For more 

information, visit www.consumerfinance.gov.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 15

The Fair Credit and Charge Card Disclosure Act requires 

credit and charge card issuers to include the interest rates, 

terms and conditions, and fees on credit applications. You 

can also do your own research. There are many websites 

available to help you compare credit cards; some provide 

free credit card tips, reviews of credit cards, and calculators.

Visit www.consumerfinance.gov/credit-cards/

knowbeforeyouowe to view an interactive version of a 

sample credit card bill.

The Consumer Financial Protection Bureau (CFPB) 

provides information on selecting a credit card appropriate 

for your needs. See “How do I Shop for a Credit Card,” on 

the CFPB website, www.consumerfinance.gov/blog/howdo-i-shop-for-a-credit-card.

CREDIT

CREDIT

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.

Complaints

Call the number on the back of your card to complain about a 

problem with your credit card company. If that doesn’t work, 

contact the CFPB (p. 93). If you fail to resolve the issue, 

ask for the name, address, and phone number of the card 

company’s regulatory agency. See the chart on page 8 to find 

the best federal or state regulatory agency to contact.

Contact the CFPB to complain about a credit bureau. For 

complaints about 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. 102). 

Credit Card Billing Disputes 

Under the Fair Credit Billing Act, you have the right to 

dispute charges on your credit card that you did not make, 

are incorrect, or are for goods or services you did not 

receive. To dispute these charges:

•	 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.

Send your letter by certified mail, with a return receipt 

requested to make sure it is received.

The creditor or card issuer must;

•	 Acknowledge your letter in writing within 30 days of 

receiving it and conduct an investigation within 90 days of 

receiving your letter. You do not have to pay the amount in 

dispute during the investigation.

•	 Credit your account and remove any fees, if there was an 

error. 

ORDER YOUR FREE CREDIT REPORTS

You can request a free credit report once a year from each 

of the three major credit reporting agencies—Equifax, 

Experian, and TransUnion. If you ask the credit bureaus 

directly, they will charge you a fee to obtain your report. 

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. 

Order your free report, through 

www.annualcreditreport.com or call 1-877-322-8228.

Check the accuracy of your credit report when you get it.

•	 Is your full name, social security number, birthdate, and 

address correct?

•	 Are employers, creditors, or home addresses listed that 

don’t belong to you? 

•	 Are account statuses correctly reported as open, 

closed, or delinquent? 

•	 Do judgements, such as liens or bankruptcies, appear 

correctly? 

If there are any inaccuracies, contact the credit reporting 

agency and creditor that furnished that information to 

get it corrected. If they don’t fix your report, you can file a 

complaint with the Consumer Financial Protection Bureau. 

•	 Tell you, in writing, what you owe and why, if the bill is 

correct. You must then pay it, along with any related 

finance charges.

If you do not agree with the creditor’s decision, file a 

complaint with the CFPB. You may also file a lawsuit against 

the creditor, unless your credit card agreement includes a 

mandatory arbitration clause (p.62).

CREDIT REPORTS AND SCORES

A credit report contains past information on where you 

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

have filed for bankruptcy. Credit 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. To place a 

fraud alert on your credit report, call 1-888-766-0008. 

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

•	 TransUnion: 1-800-888-4213 or www.transunion.com or 

1-800-680-7289 to place a fraud alert.

File a complaint with the CFPB (p. 93) if you have a problem 

or dispute with a credit reporting agency.

Credit Scores 

A credit score is a number that lenders and other 

companies use to evaluate your credit risk, at one point 

in time. Scores generally range between 300 and 850. The 

higher your score, the less risk you pose to creditors. 
16 www.USA.gov To contact an organization, use the directory beginning on page 64 

CREDIT

Credit scores are based on the information in your credit 

reports, such as: 

•	 Payment history. Do you pay your debt on time?

•	 Available credit. What is the total amount of credit 

available across all of your accounts?

•	 Credit utilization. How much of your available credit 

are you using?

•	 Inquiries and new accounts. Have you recently 

applied for credit or purchased items that required a 

company to review your credit reports?

•	 Type of accounts. What is the mix between your 

mortgage, car loans, credit cards, and other credit 

accounts?

•	 Length of your credit history. What is the age of 

your oldest and newest accounts, along with the average 

across all accounts?

There is no universal credit score; there are different 

versions, created by different companies. Each credit score 

provider uses their own formula to create a score for you 

and places different amounts of emphasis on these factors.

Although you can get your credit reports for free from 

www.annualcreditreport.com, you normally have to pay to 

get your credit score. Some credit card issuers include the 

credit score to card holders on their credit card statement.

Tips for Building a Better Credit History

•	 Pay your bills on time. Delinquent payments and 

collections negatively affect 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 will not raise your score.

•	 Pay off debt instead of moving it around. 

You do not rebuild your credit score; you rebuild your credit 

history. Time is your ally in improving your credit. There is 

no “quick fix” for a bad credit score, so be suspicious of any 

deals that offer you a fast, easy solution.

Negative Information in Your Credit Report

Negative information concerning your use of credit 

can be kept in your credit report for several years. If 

the information is accurate, only time, hard work, and a 

personal debt repayment plan will improve your credit 

history. A bankruptcy can be kept on your credit report 

for 10 years, paid tax liens for seven years and unpaid tax 

liens indefinitely. 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.

Other negative items that can land on your credit report are 

outstanding parking fines and local government debts.

If a company denies you credit, housing, insurance, or a 

job as a result of a credit report it must give you the name, 

address, and telephone number of the 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. 

Incorrect Information in Your Credit 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.

•	 You can upload, mail, or fax any important documents 

(paid bill, letter stating that a bill has been paid) about 

your report to the major credit reporting agency’s online 

dispute website when you submit your dispute.

Under the FCRA, the information provider is required to 

investigate and report the results to the credit reporting 

agency. If the information is found to be incorrect, the 

FCRA requires that company to notify all nationwide credit 

reporting agencies 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 credit 

reporting agency reports the negative item. If the creditor 

that supplied the information about you goes out of 

business, or can’t confirm its accuracy, the credit reporting 

agency must remove the item from your credit report.

DEALING WITH DEBT 

To reduce your amount of debt, you can do some work on 

your own. First, develop a realistic budget so you can see 

your income and expenses in one place and look for ways 

to save money. Contact your creditors and inform them 

that you are having difficulty making payments; they may 

be able to modify your payment plan. For help in creating 

a budget, visit www.mymoney.gov or www.consumer.gov/

articles/1002-making-budget#!what-it-is.

Debt Collection

The Fair Debt Collection Practices Act applies to those 

who collect debts owed to creditors for personal, family, 

and household expenditures. These debts 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 written notice that tells you the 

name of the creditor, how much you owe, and what action 

to take if you believe you do not owe the money. If you owe 

the money or part of it, contact the creditor to arrange for 

payment. If you believe you do not 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.
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CREDIT

CREDIT

•	 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.

File a complaint about a debt collection company with 

the Consumer Financial Protection Bureau (p. 93), the 

Federal Trade Commission (p. 102) and your state or local 

consumer protection agency (p. 106).

Credit Counseling Services

Counseling services are available to help you 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. 

Some local nonprofit agencies provide educational 

programs on money management and can help you develop 

debt payment plans. Make certain that the agency is 

accredited by a nationally recognized association 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 debt-management planning. 

•	 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? Beware of agencies that charge large up-front fees.

•	 How will the debt-management plan work? What debts 

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

reports on your accounts?

•	 Can they negotiate with creditors to lower or eliminate 

interest and fees? If the answer is yes, contact your 

creditors to verify the agreement.

•	 Are the counseling fees mandatory or is it possible to get 

services for a reduced price or for free? If an organization 

will not help you because you cannot afford to pay, go 

somewhere else for help.

•	 Will the counselor help you prevent future debt 

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. 137), Association of 

Credit Counseling Professionals (p. 135), or the Financial 

Counseling Association of America (p. 136). 

Check with your local consumer protection agency (p. 106) 

and the Better Business Bureau (p. 67) to see whether any 

complaints have been filed about the counseling service 

you are considering.

Contact the U.S. Trustee Program at www.justice.gov/ust or 

call 202-514-4100 if you have concerns about approved credit 

counseling agencies or credit counseling providers. 

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 cannot 

CREDIT SCAMS

Be aware of common signs of credit scams:

•	 Charges appear on your credit card statement that you 

didn’t authorize.

•	 Debt collectors contact you to collect on “phantom” or 

“ghost” debts that you don’t actually owe.

•	 Credit repair companies charge advance fees to repair 

your credit, make false promises, or encourage you to 

give false information to creditors.

Take these steps to avoid being a victim:

•	 Review your credit card statements.

•	 Get copies of your credit reports at www.

annualcreditreport.com to verify credit accounts in your 

name.

For more information or to file a complaint, contact:

•	 Your credit card issuer

•	 Your state consumer protection office (p. 106)

•	 Consumer Financial Protection Bureau (p. 93)
18 www.USA.gov To contact an organization, use the directory beginning on page 64 

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. Contact your state consumer affairs 

office (p. 106) if you were the victim of a credit repair scam.

CREDIT

EDUCATION

If you are planning to go to college, you have to choose a 

school that’s right for you, develop a plan to pay for school, 

compare financial aid packages, and how to repay any 

student loans. Visit the Department of Education’s website, 

www.collegescorecard.ed.gov to determine the quality of 

a school by viewing cost data, students’ graduation rates, 

ability to repay loans, and earnings after graduation.

 BEWARE: AUTOMATIC DEFAULT ON STUDENT LOANS

Private student loans can be a needed financial resource to 

pay for college. Private lenders require borrowers to have 

a co-signer to qualify for these loans. Unfortunately, if your 

co-signer files for bankruptcy or dies, you could have an 

automatic default, with the lender requiring you to pay the 

entire loan amount immediately. 

An automatic default can place a strain on your budget and 

negatively impact your credit report.

Ask your lender if they offer a co-signer release on their 

loans, after a set period of time or after you make a certain 

number of on-time payments. The Consumer Financial 

Protection Bureau (CFPB) offers a sample co-signer 

release letter at files.consumerfinance.gov/f/201404_

cfpb_inquiry-letter_how-to-release-cosigner.doc to help 

you with the request. If your lender will not help you, file a 

complaint with the CFPB (p. 93).

PAYING FOR COLLEGE

Many state governments have created 529 Plans that help 

families save for their child’s education. These plans allow 

you to save, while the earnings grow tax-free. There are two 

main types: “prepaid tuition plans” and “college savings 

plans.” Prepaid plans allow you to pay for your child’s 

college tuition based on today’s costs, and then pay out at 

the future (higher) cost once it’s time to enroll in college. 

College savings plans allow you to invest money in several 

investment funds, ranging in risk level, to pay for college 

education. There may also be tax benefits, such as credit and 

deductions, when you contribute to some college savings 

plans. Visit www.collegesavings.org for more information.

Resources

The U.S. Department of Education’s website, www.

studentaid.ed.gov, provides information on preparing 

for and funding education beyond high school with 

details on federal aid programs. The Consumer Financial 

Protection Bureau offers tools and calculators at www.

consumerfinance.gov/paying-for-college that allow you 

to compare financial aid offers, and interactive wizards to 

create a plan for repaying student loans. The website www.

finaid.org offers calculators to help you determine how 

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

much aid you will need.

Here are steps you can take as you plan for college 

expenses. Check the Department of Education’s infographic 

that shows how to apply for financial aid and college at 

studentaid.gov/sites/default/files/financial-aid-process.

png. Also, the National Association of Student Financial 

Aid Administrators provides advice, tips, and information on 

financing your education at www.nasfaa.org.

Financial 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 
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EDUCATION

EDUCATION

earn money by working while attending school. This 

money does not have to be repaid.

•	 Scholarships. Funds are offered by the school, local or 

community organizations, private institutions, and trusts. 

Scholarships do not have to be repaid and are generally 

awarded based on specific criteria.

•	 Loans. Funds are borrowed and must be repaid with 

interest. As a general rule, federal student loans have 

more favorable terms and lower interest rates than 

traditional consumer loans.

Applying for Aid

You must complete and submit a Free Application for 

Federal Student Aid (FAFSA) to apply for federal student 

aid. FAFSA on the Web is the quickest and easiest method 

of applying. Go to www.fafsa.gov to apply.

Some companies offer to help you find scholarships or 

complete your FAFSA application, for a fee. If the company 

asks you for money up front, but does not deliver on its 

promises to find scholarships, it could be a scam. Learn 

more about financial aid scams at 

www.studentaid.ed.gov/types/scams.

Federal Student Aid Information Center

The Federal Student Aid Information Center (FSAIC) can 

answer your federal student financial aid questions and 

give you all the help you need for free. You can also use the 

FSAIC automated response system to find out whether your 

FAFSA has been processed and to request a copy of your 

Student Aid Report (SAR). For FSAIC contact information, 

see page 94.

Federal Loan Program Repayment Information

•	 Public Service Loan Forgiveness Program. Offers 

forgiveness for outstanding federal loans 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 can be 

complex, so it is important to get all of the details. For more 

information on these programs as well as other repayment 

options, visit these resources:

EDUCATION SCAMS

Be aware of common signs of education scams:

•	 Companies charge money for access to “secret” 

scholarships or to complete your FAFSA but don’t 

deliver.

•	 Lenders use high-pressure sales tactics when selling 

loans, charge high fees, or don’t give you all the 

important details.

Take steps to protect yourself:

•	 Talk to guidance counselors at school to get scholarship 

information for free. 

•	 Use FAFSA.gov to qualify for federal financial aid.

•	 Be cautious of success stories from working with these 

companies.

•	 Shop around for rates on private loans.

For more information or to file a complaint, contact:

•	 The U.S. Department of Education (p. 94)

COLLEGE ACCREDITATION

Accreditation ensures that education provided by schools 

meets acceptable levels of quality. The Department 

of Education publishes a list of nationally recognized 

accrediting agencies. These agencies are reliable 

accrediting authorities of institutions of higher education 

and programs. You can access the list at ope.ed.gov/

accreditation. Pay special attention if you attend a forprofit school. Some of them have scammed students by 

claiming to be accredited, when they really weren’t. See 

“For-Profit Schools” on page 56.

•	 U.S. Department of Education/Federal Student Aid: 

www.studentaid.ed.gov/repay-loans

•	 National Association of Student Financial Aid 

Administrators: www.nasfaa.org

Comparing Student Loans

Not all student loans are the same, especially federal and 

private loans. Federal student loans are offered through the 

U.S. Department of Education. Private loans are offered 

by banks, credit unions, or schools. Federal loans tend to 

offer loans at lower interest rates than private loans. While 

federal loans don’t require you to have a co-signer, many 

private loans make this a requirement. Visit studentaid.

ed.gov/types/loans/federal-vs-private to learn more about 

the difference between these loans. 

Defaulting on Student Loans

Before you get a loan, determine how much money you 

need to borrow and only borrow that amount. When you 

get the loan, be clear about payment terms and what type of 

loan you have. Once your student loan becomes due:

•	 Maintain accurate records of your loan, including the loan 

agreement, interest rates, and account numbers.

•	 Track your loans to stay updated on how much you owe.

•	 Make certain that the loan servicer has your current 

contact and bank account information (if payments are 

withdrawn automatically).

A default means you failed to make scheduled payments on 

a loan. Your loan becomes delinquent the first day after you 

miss a payment. However, the loan is not in default until 270 

days have passed without a payment. The consequences of 

default can include: 

•	 The entire unpaid balance of your loan and any interest is 

immediately due and payable.

•	 Your loan account is assigned to a collection agency.
20 www.USA.gov To contact an organization, use the directory beginning on page 64 

EDUCATION

•	 The loan will be reported as delinquent to credit bureaus, 

damaging your credit rating. 

•	 Your federal and state taxes may be withheld through a 

tax offset. This means that the Internal Revenue Service 

can take your federal and state tax refund to collect on 

your defaulted student loan debt.

•	 Your employer can withhold money from your pay and 

send the money to the government. This process is called 

wage garnishment.

Contact your loan servicer immediately if you are having 

difficulty making your payments. The servicer may be able 

to help by changing your repayment plan, switching the due 

date, getting a deferment or forbearance, or consolidating 

your student loans.

Visit www.studentaid.ed.gov/repay-loans/default for 

information to avoid defaulting on your student loan.

EMPLOYMENT

Numerous websites post private industry job openings. In 

addition, all federal government jobs are announced to the 

public at www.usajobs.gov. Many companies also offer a 

way to apply online. However, these sites and methods do 

not replace traditional and proven job-hunting approaches 

such as networking, personal contacts, business 

organizations, and interviewing.

PRE-EMPLOYMENT CREDIT CHECKS

Potential employers are not just reading your résumé; they 

are also reviewing your credit history to find out:

•	 If you pay your bills on time.

•	 How much money you owe.

•	 If someone has sued you.

Some states limit employers ability to access or use your 

credit report when making hiring decisions. Get your 

reports at www.annualcreditreport.com before you begin a 

job search, so you can correct inaccuracies.

EMPLOYMENT SCAMS

Be aware of these common signs of employment scams:

•	 A scammer offers to help you find a job for a fee, but 

after you pay, they disappear and you don’t get the 

services promised.

•	 Work at home job offers that make big promises, but 

require you to spend your own money for equipment and 

supplies.

•	 Mystery shopper opportunities, where the scammers 

send you a counterfeit check to pay for your shopping 

work.

Take steps to protect yourself:

•	 Check out the reputation of employment agencies or 

companies offering work with your state’s attorney 

general (p. 106).

•	 Meet with the job promoter in person, not just by phone 

or online, to talk about tasks, salaries, and logistics.

•	 Beware if a fee is required to work for the company.

For more information or to file a complaint, contact:

•	 Your state consumer protection offices (p. 106)

•	 The Federal Trade Commission (p. 102)

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-athome program sponsors should tell you, in writing, what 

is 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.

Multilevel Marketing 

Some multilevel marketing plans are legitimate; however, 

others are illegal pyramid schemes. In pyramids, 

commissions are based on the number of distributors 

recruited, rather than actual products that are sold. 

If you are thinking about joining what appears to be a 
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FOOD AND NUTRITION

FOOD AND NUTRITION

legitimate multilevel 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 or other businesses?

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

about its product?

•	 Is the product competitively priced?

•	 Is the product 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?

UNEMPLOYMENT 

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. Go to www.dol.gov/dol/topic/

unemployment-insurance/index.htm for more information.

Some states offer extended unemployment benefits for 

eligible recipients. Visit www.workforcesecurity.doleta.

gov for the latest information regarding your state’s benefit 

programs. 

FOOD AND NUTRITION

Consumers have a wide variety of food choices available. 

You want food that is safe, nutritious, and will not break 

your budget. 

HEALTHY 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. Visit fnic.nal.usda.gov/food-labeling for more 

information about food labels.

Check out these resources for advice, tips, and information 

on food shopping and nutrition:

•	 U.S. Department of Agriculture (p. 89)

•	 U.S. Food and Drug Administration (p. 92)

•	 Nutrition.gov (www.nutrition.gov)

•	 MedlinePlus.gov (www.medlineplus.gov)

•	 Center for Nutrition Policy and Promotion 

(www.cnpp.usda.gov)

•	 Choose My Plate (www.choosemyplate.gov)

FOOD SAFETY

Food safety in the home revolves around three main 

functions: food storage, food handling, and cooking. By 

practicing a few simple rules for cleaning, separating, 

cooking, and chilling, you can prevent most foodborne 

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.

For more information, here are some additional resources:

•	 Centers for Disease Control and Prevention (p. 95) 

www.cdc.gov/foodsafety

•	 FDA’s Food Information Hotline 

www.fda.gov/Food

Toll free: 1-888-723-3366

•	 Partnership for Food Safety Education 

www.fightbac.org

•	 USDA Food Safety and Inspection Service 

www.fsis.usda.gov

•	 USDA Meat and Poultry Hotline 

Toll free: 1-888-674-6854

SAVING MONEY ON GROCERIES

It can be a challenge to make healthy food choices and stay 

within your food budget. Follow these tips to help you get 

the most from your grocery budget:

•	 Take an inventory of the food you already have in your 

home before grocery shopping.

•	 Make a shopping list and stick to it.

•	 Use apps to compare prices between grocery stores so 

that you can get the best deal.

•	 Compare unit prices (cost per ounce or pound) to get 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 a deal if you know you will eat the 

discounted item. 

•	 Check the amount of food in the packaging. Some food 

manufacturers have reduced the amount of food in the 
22 www.USA.gov To contact an organization, use the directory beginning on page 64 

FOOD AND NUTRITION

HEALTH CARE

There are plenty of resources 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 is better to contact reputable associations or visit sites 

run by government agencies and recognized organizations. 

This information should complement, not replace, what you 

receive from a doctor. Here are some sites that are generally 

recognized as reliable information sources:

•	 HealthCare.gov (www.healthcare.gov)—Learn about 

and apply for the Health Insurance Marketplace online. 

•	 HealthFinder.gov (www.healthfinder.gov)—Provides 

information and tools to help you stay healthy.

•	 Mayo Clinic (www.mayoclinic.org)—Offers an index of 

symptoms, diseases and procedures.

•	 Medical Library Association (www.mlanet.org)— 

Provides links to websites suggested by librarians.

•	 MedlinePlus(www.medlineplus.gov)—Provides 

information on illnesses, diseases, and wellness issues. 

CHOOSE A DOCTOR

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 can give you this information.

•	 Research whether the health care professional is boardcertified in the appropriate specialty. Visit www.amaassn.org and www.abms.org for more information.

•	 Ask how often the health care professional has performed 

the procedure you need or has treated your condition. You 

may be able to find some of this information online. 

•	 Check whether there have been any complaints or 

disciplinary actions taken against the provider you 

are researching. Visit www.docboard.org for more 

information. There are also pay-for-use sites with similar 

information. Visit www.healthfinder.gov and www.ahrq.

gov/patients-consumers for more advice on identifying 

and working with providers.

can or box, but charge the same price. This is basically 

the same as a price increase.

•	 Visit your local farmers market to find fresh produce. 

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.

If you need assistance with food expenses, you may qualify 

for assistance from the Supplemental Nutrition Assistance 

Program (SNAP). Learn more at 

www.fns.usda.gov/snap/supplemental-nutritionassistance-program-snap. The Senior Farmers Market 

Nutrition Program issues coupons to low-income seniors 

for use at farmers markets. Details are available at www.fns.

usda.gov/sfmnp/overview.

ORGANIC FOODS

Organic foods are grown and processed according to 

USDA regulations and follow specific rules concerning pest 

control, raising animals, and the use of additives. Organic 

foods tends to be more expensive than conventionally grown 

foods. Also, the USDA does not claim that organic food is 

safer or healthier than other foods.

Look for the USDA organic seal to verify that food is 

certified organic. If produce’s price look up code (PLU) 

starts with a 9, it was grown organically. Visit 

www.ams.usda.gov for more information about 

organic foods.

Other common labels that help you choose 

certain types of food products include: 

Free-Range or Cage-Free. This means the flock was 

provided shelter in a building, room, or area with unlimited 

access to food, fresh water, and the outdoors.

Natural. As required by the USDA, meat, poultry, and egg 

products labeled as “natural” must be minimally processed 

and contain no artificial ingredients.

Grass-Fed. Grass-fed animals receive a majority of their 

nutrients from grass throughout their life, while organic 

animals’ pasture diet may be supplemented with grain.

FOOD SCAMS

Be aware of these common signs of food scams:

•	 Farm raised seafood falsely labeled as the more 

expensive wild versions. 

•	 Door to door salesmen use high pressure tactics to sell 

meat, supposedly leftover from a previous delivery.

•	 Cooking oils and spices that really aren’t the higher 

quality (and more expensive version) promised. 

Take steps to protect yourself:

•	 Shop at grocers and markets you trust.

For more information or to file a complaint, contact:

•	 Your state consumer protection office (p. 106)
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HEALTH CARE

•	 Find out which doctors participate in your health 

insurance plan. If you are having surgery, check that all 

providers (facilities, radiologists, anesthesiologists) are 

also covered by your plan, to avoid surprise bills.

Consider these questions regarding your health care 

provider and his or her practice:

•	 Is the office in an area that you can get to easily, or does 

it have office hours during times when you can make an 

appointment?

•	 Does the doctor have privileges to practice medicine at 

the hospital you prefer? 

•	 Do you get along well with the doctor? Do you feel that 

you communicate well with each other? Does the doctor 

listen to your concerns and explain diagnoses, benefits of 

new treatments, and prescriptions clearly?

•	 What is the doctor’s appointment cancellation policy? 

Will you have to pay for a cancelled appointment?

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/state-medical-boards/contacts. You can also call the 

Federation at 817-868-4000 to get the phone number of your 

state’s medical board.

CHOOSE A HEALTH CARE FACILITY 

Online report cards can help you compare health care 

facilities. The Affordable Care Act requires all hospitals to 

report performance publicly. Compare doctors and health 

care facilities at www.healthgrades.com. In addition, www.

usnews.com/rankings rates hospitals based on information 

collected from Medicare records and other sources. 

When determining the best health care facility for you, 

consider these factors:

•	 Does the facility accept payment from your insurance 

plan?

•	 Does your doctor have practice privileges to provide 

treatment to patients at the facility?

•	 What is the quality of the facility?

•	 Does the facility specialize in services and procedures 

that fit with your medical needs?

•	 Is the facility in an area you can travel to and from easily? 

Find health care facilities in your area at 

www.findahealthcenter.hrsa.gov.

Patient Portals

A patient portal is a website, sponsored by a health 

care facility or health insurer, that gives you electronic 

access to your medical information. You may access 

notes from recent doctor’s appointments, lab test results, 

prescriptions, and more. Some portals also provide medical 

advice or have staff that help them to provide medical care 

or diagnose symptoms remotely. Visit www.HealthIT.gov or 

contact your health providers for more information.

MEDICAL CREDIT CARDS

Some health care providers offer deferred-interest credit 

cards that give you more time to pay for medical and dental 

procedures.

If you pay off the entire bill before the promotional period 

ends, you will not be responsible for paying any interest 

on the credit card balance. But beware: if you are unable 

to pay off the credit card balance by the end of the 

promotional period or make any late payments, you will 

have to pay all the accrued interest during the loan (usually 

at higher than 25% APR), on top of the credit card balance. 

The staff at medical offices are not required to (and often 

are not trained to) clearly explain the terms of these cards 

to you. Before you apply for a medical payment plan or 

credit card, do some research:

•	 Comparison shop. Your doctor’s office may offer one 

plan, but if you have time, shop around to determine if 

there are better offers available.

•	 Read any disclosures and terms of services before 

applying for a medical credit card. Get them in writing, 

not just orally from staff members.

•	 Check for the interest rates and when a promotional 

period would end.

•	 Can you use the card for other medical expenses? If so, 

find out if interest becomes due on future purchases 

immediately or if it is also deferred.

•	 Determine how much you would have to pay each period 

in order to finish paying the balance before interest 

comes due.

Elder Care 

The need for services for seniors has grown. The Eldercare 

Locator (www.eldercare.gov), a public service of the 

Administration for Community Living, U.S. Department 

of Health and Human Services, is a nationwide service 

that connects older Americans and their caregivers with 

information on senior services. Visit acl.gov/Get_Help/

Help_Older_Adults/Index.aspx for a list of resources to 

connect older persons, caregivers, and professionals with 

important federal, national, and local programs.

If you are looking for a nursing home or other assistedliving facility, these organizations can help:

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

Department of Health and Human Services, will help you 

compare facilities in many states. Go to www.medicare.

gov/nhcompare/home.asp or call 1-800-633-4227.

•	 Eldercare Locator (www.eldercare.gov) provides 

information and referral services for those seeking local 

and state support resources for the elderly (p. 96).

•	 LeadingAge (www.leadingage.org) helps you locate 

nonprofit organizations that meet the needs of the elderly.
24 www.USA.gov To contact an organization, use the directory beginning on page 64 

HEALTH CARE

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

nonprofit assisted-living facilities; call 703-894-1805.

•	 The Commission on Accreditation of Rehabilitation 

Facilities (www.carf.org) gives its seal of approval to 

qualifying facilities; call 1-888-281-6531 (p. 136).

•	 The Joint Commission accredits hospitals, nursing 

homes, and other health care organizations. Check out a 

local facility at their website www.qualitycheck.org. 

MEDICAL BILLING

If you have received medical care, you may receive a bill 

for the services. For planned medical care, ask questions 

beforehand:

•	 Will there be separate charges for the surgeons, trauma 

teams, anesthesia, dietetics, or other specialists? Are 

they all contracted with your health insurance plan?

•	 How much are facility, activation, or emergency room 

fees? 

•	 Can you get an estimate of how much your insurer will 

pay?

•	 Can you bring your own crutches, slings, or canes, if 

needed? These items can add significant costs to a 

hospital stay.

•	 Are there extra fees for blood work, even if part of a 

routine physical exam?

•	 Is there an option to “opt-out” of any services? 

•	 Can you set up a payment plan, in advance of a 

procedure?

After you receive medical attention, your health insurance 

company will send you a statement or explanation of 

benefits, that lists the full cost of the care or procedure, the 

amount that your insurance paid, and the amount that you 

are responsible for paying. 

•	 Carefully review both the explanation of benefits from your 

insurance company and invoices from medical providers.

•	 Request line item billing from hospitals if you are 

questioning hospital charges.

•	 Make sure that the medical billing codes match the 

treatment you received. There may be different ones used 

by your insurer and the health care provider.

•	 Find out how to enroll in balance billing for outstanding 

invoices.

•	 Keep records (names, dates, times) of all contact with 

your insurance company and medical billing offices.

PRESCRIPTION DRUGS 

Prescription drugs can be a major cost for consumers. 

Before filling a prescription, make certain that your 

pharmacy has your current health and prescription 

insurance information on record so you get the best price 

possible. 

If you have difficulty paying for your medications, contact 

the manufacturer. Some pharmaceutical companies 

have patient assistance programs to help you afford your 

medication.

Online Pharmacies

You may decide to order your prescriptions through 

an online pharmacy. While there are legitimate online 

pharmacies, there are also some fraudulent ones that 

advertise prescription drugs for low prices. Beware: they 

may sell you medications that are counterfeit and do not 

treat your condition. 

Fraudulent online pharmacies can also hurt your wallet, 

with higher prices and unsecure networks for processing 

your credit card payments. They may also charge you for 

medicines you never received. Be suspicious if an online 

pharmacy:

•	 Allows you to buy medication without a prescription from 

your doctor.

•	 Offers medication at deep discounts that seem too good 

to be true.

•	 Is not licensed and has no physical address in the U.S.

•	 Sends unsolicited emails (spam) offering cheap drugs.

•	 Does not have a licensed pharmacist available to answer 

your questions.

Check the Food and Drug Administration’s (FDA) database 

of safe online pharmacies and get more tips to protect 

yourself at www.fda.gov/BeSafeRx or call 1-888-463-6332. If 

you suspect that a pharmacy is fake, report it to the FDA at 

www.fda.gov/Safety/ReportaProblem/ucm059315.htm.

Medicare Prescription Drug Coverage

Medicare offers prescription drug coverage to senior 

citizens and others who need financial assistance. 

Prescription coverage is available under Part D of the 

program, or Part C if you are enrolled in the Medicare 

Advantage Plan. Everyone with Medicare can join a drug 

plan to get this coverage. Not all Medicare drug plans 

are the same. If you are not sure whether a drug plan is 

approved by Medicare, call 1-800-633-4227. Look for the 

“Medicare Approved” seal on drug discount cards to make 

sure you are getting the best deal. 

Medicare prescription drug coverage pays expenses up to 

$3,310; once your prescription costs exceed that amount, 

you will no longer have coverage and will be responsible 
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HOUSING

for the full cost of your drugs. However, once your out-ofpocket spending reaches $4,850, your prescription coverage 

will kick back in. Any amount of prescription drug spending 

between $3,310 and $4,850 is called the coverage gap or 

Medicare “donut hole.” In 2016, if you reach the coverage 

gap, you will automatically get a 55% discount on covered 

brand-name drugs and a 42% discount on generic drugs. If 

you have limited income and resources, you may get extra 

help to cover prescription drugs for little or no cost. Contact 

the Centers for Medicare & Medicaid Services (p. 96) for 

more information. 

Visit www.medicare.gov for more information about 

Medicare benefits.

ADVANCE MEDICAL DIRECTIVES

Advance directives are written documents that tell your 

doctors what kind of treatment you want if you become 

unable to make medical decisions (for example, if you are 

in a coma). Forms and laws vary by state, so it is a good 

idea to understand the laws in your state when you write 

advance directives. Also, complete these documents before 

you become very ill, if possible. You should file a copy with 

your primary care physician. Federal law requires hospitals, 

nursing homes, and other institutions that receive Medicare 

or Medicaid funds to provide written information regarding 

advance medical 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 medical 

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. 

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 have chosen to make medical decisions for you. 

It is activated when you are unconscious, or unable to make 

medical decisions. 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 

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

of your health care provider.

The person you choose 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.

An emergency contact is not the same as a durable power 

of attorney. You can choose the same person for both roles, 

but your emergency contact isn’t automatically allowed to 

make medical decisions for you.

See the Wills and Funerals section (p. 51) to learn more 

about choosing people to act on your behalf, such as 

trustees and executors.

HEALTH CARE SCAMS

Be aware of these common signs of health care scams:

•	 Bills for services and procedures that you didn’t receive.

•	 Claims of “miracle” drugs, quick fixes, medical 

breakthroughs, and cures for serious diseases.

•	 Money back or risk free guarantees for medical products.

•	 Use of personal testimonies from doctors and patients, 

that aren’t factual.

Take steps to protect yourself:

•	 Talk to your doctor before you take anything not 

prescribed by them.

•	 Don’t share your Medicare or health insurance number 

in exchange for a “free” treatment.

For more information or to file a complaint, contact:

•	 The Federal Trade Commission (p. 102)

•	 Your state consumer protection office (p. 106)

•	 Food and Drug Administration (p. 96)

HOUSING

Housing is one of the most significant expenses that you 

have as a consumer. There are many decisions to make, 

such as choosing the best housing option for you, how to 

finance it, and choosing movers and contractors for home 

repairs. Use the resources from the U.S. Department of 

Housing and Urban Development at www.hud.gov, the 

Consumer Financial Protection Bureau at 

www.consumerfinance.gov/owning-a-home, as well as 
26 www.USA.gov To contact an organization, use the directory beginning on page 64 

HOUSING

your local housing department so you know your rights and 

responsibilities. 

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

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.

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. 

Federal Housing 

Administration (FHA) 

loan

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. 

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.

Interest-only 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. 

The entire loan amount is due immediately 

once the borrower no longer resides in the 

home. This can cause problems for the 

borrower’s estate. 

Veterans Administration 

(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.

BUY A HOME

Buying a home is one of the most complex financial 

decisions you will ever make. In addition to the financial and 

legal issues involved, real estate agents and lenders may 

not be acting in your best interest.

•	 Consider hiring a buyer’s agent who works for you. 

•	 Get prices of other homes in the neighborhood. Knowing 

these prices can help you avoid overpaying.

•	 Have the property inspected. Use a licensed home 

inspector to look over the property before you buy it.

•	 Check to see if a particular home requires you to pay any 

ongoing homeowners association (HOA) or condo fees. 

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 

several 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 shortest-term mortgage 

you can afford.

•	 Ask for details on the same loan amount, loan term, and 

type of loan from multiple lenders so you can compare 

the information. Be sure to get the 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 can change.

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

lenders require 20% of the home’s purchase 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 will you be 

required to carry PMI?

•	 Ask whether you can pay off the loan early, and whether 

there is a penalty for doing so.

When you shop for a mortgage, a lender will give you a 
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loan estimate form. This form should highlight the main 

features of that loan, such as the amount, if the rate is fixed 

or adjustable, and term. If you shop for rates from multiple 

lenders, these forms will help you compare loan options.

Once you have chosen a lender and a home to buy, and 

gone to contract, you will have to go into a closing meeting. 

Three business days before the closing, your lender is 

required to give you a Closing Disclosure. Compare this 

document to the loan estimate you received from the lender 

in the beginning of the home buying journey. Be sure there 

are no discrepancies to avoid costly surprises at closing.

Visit www.consumerfinance.gov/owning-a-home to find 

samples of both documents, a home loan toolkit and other 

guides for the home buying process.

HOME FORECLOSURE

Foreclosure is the legal means that your lender can take to 

repossess your home. If you owe more than your property 

is worth, a deficiency judgment is pursued. This action 

would require you to pay the difference between the amount 

you owe and your home’s value. Both foreclosures and 

deficiency judgments appear on your credit report. 

Take these steps to avoid foreclosure:

•	 Do not ignore letters from your lender. If you are having 

problems making payments, call or write to your lender’s 

Loss Mitigation Department immediately. Be prepared 

to provide financial information, such as your monthly 

income and expenses. Without this information, the 

lender may not be able to help you.

•	 Stay in your home. You may not qualify for assistance if 

you abandon your property. 

•	 Contact a HUD-approved housing counselor. 

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

housing counseling agency nearest you. 

•	 Contact Making Home Affordable for help. Visit www.

makinghomeaffordable.gov or call 1-888-995-4673, or 

1-877-304-9709 for hearing-impaired homeowners, to talk 

to a HUD-approved credit counselor who will guide you 

through your options for free.

Beware of offers and sales pitches that target homeowners 

who are struggling to make mortgage payments. Additional 

advice, resources, and tips for homeowners can be found 

under Home Equity Loans (p. 13) and Homeowners and 

Renters Insurance (p. 31).

MORTGAGE RULES TO PROTECT YOU

The Consumer Financial Protection Bureau (CFPB) 

created rules to ensure that you can afford your mortgage. 

Some protections include: 

Ability to Repay

•	 Lenders must verify your ability to pay back a mortgage. 

They may review your credit history, proof of your 

income, and your other debt and living expenses.

•	 Your ability to repay must be based on the highest 

interest rate you would be charged, not teaser rates.

Increased Information 

•	 You must receive appraisal reports at least three days 

before closing on the house.

•	 Your servicer must send you statements.

•	 You must receive notice of interest rate increases two 

months in advance.

High Cost Loans (high fees, points, APR)

•	 A lender must inform you that you have a high cost loan 

and state all the fees and costs upfront.

•	 You must receive counseling from a housing counselor.

•	 Your lender can’t charge prepayment penalties or 

balloon payments.

Contact the Consumer Financial Protection Bureau (p. 93) 

for more information on mortgage rules.

MOVING COMPANIES

Not all moving companies are the same. Although many 

are legitimate, some attempt to take advantage of their 

clients. Some may raise the price of the move, after your 

possessions are on their truck, and threaten to hold 

your possessions hostage if you don’t pay. Follow these 

guidelines to help you choose the right mover: 

•	 Make sure the mover has an operating license. For moves 

from one state to another (inter-state), visit 

www.protectyourmove.gov to verify a mover’s license. 

For moves within a state (intra-state), check your state, 

county, or local consumer protection agency (p. 106).

•	 Confirm that 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. Visit www.protectyourmove.gov/consumer/

awareness/valuation/valuation-insurance.htm for 

more information about the levels of mover’s insurance 

coverage.

•	 Check the mover’s complaint record. Contact your state 

or local consumer protection agency (p. 106) or the Better 

Business Bureau (p. 67) to see if there is a history of 

complaints.

•	 Insist on an in-person estimate, so the mover can see 

what needs to be moved. Then get the estimate in writing.

Be wary of very low estimates. A company may quote a 

low price, but ask for more money before they’ll remove 

your belongings from their truck.

•	 Before you move, ask about extra fees for boxes, blankets 

and packing materials, before you move.

If you have a dispute with a moving company, you can 

file a complaint with the Federal Motor Carrier Safety 

Administration by calling 1-888-368-7238 or by visiting 

www.fmcsa.dot.gov.
28 www.USA.gov To contact an organization, use the directory beginning on page 64 

HOUSING

MORTGAGE REFINANCING

Refinancing your mortgage can help you save money or 

make your monthly payments more affordable. Some 

factors that make it a good idea, include:

•	 A decrease in interest rates.

•	 A change in the length of your mortgage.

•	 A change from a fixed-rate to adjustable-rate mortgage.

Before you decide whether or not to refinance:

•	 Research interest rates offered by several lenders to 

compare your options.

•	 Research options available through the Federal Housing 

Administration (FHA), Home Affordable Refinance 

Program (HARP), or your local housing agency.

•	 Read your current mortgage to see if there are any fees 

or penalties for early cancellation.

•	 Gather information about refinancing expenses, such as 

appraiser, broker and attorney fees, or changes in taxes. 

For an overview, review the Federal Reserve’s publication 

www.federalreserve.gov/pubs/refinancings/default.htm on 

refinancing or consult a HUD-certified housing counselor.

HOME IMPROVEMENTS AND REPAIRS 

Home improvements and repairs can cost thousands of 

dollars and are the subject of frequent complaints. 

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 that 

contractors come to your home to evaluate what needs 

to be done. Be sure the estimates are based on the same 

work so you can make meaningful comparisons.

•	 Check contractor complaint records with your state or 

local consumer protection agency (p. 106) or the Better 

Business Bureau (p. 67).

•	 Make sure the contractor meets licensing and registration 

requirements. Your state or local consumer protection 

agency (p. 106) can help you determine the necessary 

requirements.

•	 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. 

•	 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. Beware: 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 (p. 15).

Be especially cautious if the contractor:

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

•	 Happens to have material left over from a recent job.

•	 Offers you discounts for finding other customers.

•	 Quotes a price that is out of line with other estimates.

•	 Pressures you for an immediate decision.

•	 Can only be reached by leaving messages with an 

answering service.

•	 Has no physical address for the business.

•	 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 the 

3-Day Cooling-Off Rule (p. 4). You would be liable for 

any benefit already received. State laws may also provide 

some protection. And remember, if you finance home 

improvements with a home equity loan (p. 13) and do not 

make your payments, you could lose your home.

RENTING AND LEASING

You may choose to renting a home, instead of buying 

one. Renting offers flexibility, and eliminates some major 

expenses, like property taxes, downpayment, and property 

maintenance. Take these steps and be prepared when you 

meet with a prospective landlord:

•	 Get a current copy of your credit report. Make corections 

before starting your apartment search.
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•	 Check with the Better Business Bureau (p. 67) or your 

local consumer protection office (p. 106) to determine if 

your prospective landlord has any existing complaints 

from previous tenants.

•	 Bring a completed rental application with you; written 

references from previous landlords, employers, friends, 

and colleagues.

•	 Get all promises for discounts or amenities in writing.

•	 Know your rights to live in a habitable rental unit—and 

don’t give them up.

•	 Keep communication open with your landlord.

•	 Purchase renters insurance to cover your valuables. 

See more information under Homeowners and Renters 

Insurance (p. 31).

•	 Make sure the security deposit refund procedures are 

spelled out in your lease or rental agreement.

•	 Find out how disputes are handled with your landlord.

A lease is a legally binding agreement that outlines the 

obligations of a property owner and the tenants. Read the 

lease carefully and discuss anything you do not understand. 

By signing a lease, you agree to abide by the rules and 

responsibilities that are included. 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 and responsibilities of the tenants and 

landlord to do routine repairs such as lawn maintenance, 

cleaning, or notification about needed repairs. All 

responsibilities should be stated clearly. 

•	 Restrictions that would prevent you from living normally 

or comfortably in the home.

•	 Terms of the lease and any important dates such as when 

the rent is due or garbage pickup days.

•	 Extra fees for parking spaces or storage, garbage 

collection, water, and pets. 

•	 Information regarding utility providers, how to arrange for 

service, and whether the landlord or tenant is responsible 

for paying the bills (see Utilities, page 50).

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.

The Fair Housing Act protects tenants who lease or rent 

property. If you think your rights have been violated, you 

may write a letter to, or call the HUD office nearest you (p. 

98). You have one year after the alleged violation to file a 

complaint with HUD. Each state has its own set of tenant 

rights, laws, and protections. For a state-by-state directory, 

visit www.hud.gov/local.

If you need help finding affordable housing, there are 

agencies that can help. You may qualify for public housing, 

which is state-owned, affordable rental homes for lowincome families, the elderly, and people with disabilities. 

You may also apply for the Housing Choice Voucher 

Program. In this program, you find a rental property yourself 

and use the voucher to pay for all or part of the rent. HUD (p. 

98) offers several housing assistance programs for tenants 

and landlords as well as information on rights of residents 

and displaced tenants. Visit www.usa.gov/finding-home for 

more information about affordable housing programs. 

HOUSING SCAMS

Be aware of these common signs of housing scams:

•	 Foreclosure rescue companies offer to negotiate directly 

with your lender, and tell you to send your payments to 

them instead of your loan servicer.

•	 A lender encourages you to lie about your income, 

expenses, or cash available for down payments in order 

to get a loan.

•	 You are asked to sign purchase or sale documents 

without reviewing them, or with blank spaces.

Take steps to protect yourself:

•	 Research lenders and realtors.

•	 Attend homebuyer classes through a HUD-certified 

housing counselling agency.

For more information or to file a complaint, contact:

•	 The Consumer Financial Protection Bureau (p. 93)

•	 The Department of Housing and Urban Development (p. 

98)

INSURANCE

Insurance protects you from financial loss in the event 

of a disaster or other hardship. By purchasing insurance 

policies, you can receive reimbursement for losses due to 

car accidents, property theft, natural disasters, medical 

expenses, and loss of income due to disability or death.

General sources of insurance information include the 

American Council of Life Insurers (p. 135), the Insurance 
30 www.USA.gov To contact an organization, use the directory beginning on page 64 

Information Institute (p. 136), the National Association of 

Insurance Commissioners (p. 137), and your state insurance 

department (p. 123). You can also visit www.insure.com. 

When buying any type of insurance (home, life, auto, rental, 

or other), you should:

•	 Find out whether your state insurance department (p. 123) 

offers any information concerning insurance companies 

and rates.

•	 Check several sources for the best deal. Search online or 

with an independent insurance agent. These agents work 

with several insurers and 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. 123) can provide this information.

•	 Ask your insurance agent about discounts. You may be 

able to get a lower premium if you have safety features in 

your home, such as dead-bolt locks, smoke detectors, an 

alarm system, storm shutters, or fire-retardant roofing 

material. Similarly, you may save on car insurance based 

on your car’s safety features, the number of miles you 

drive, your age (turning 25 or 50), your good grades (if 

you are a student) and/or your driving record (no moving 

vehicle violations or accidents in three years). You might 

also be able to get discounts if you are a member of civic 

or alumni associations, or insure your vehicle and home 

with the same company.

•	 Have you had major changes in your life (had a child, 

bought a home)? Life events affect your insurance needs.

•	 Consider a higher deductible. Increasing your deductible 

by just a few hundred dollars can make a big difference in 

your premiums.

•	 Check the financial stability and soundness of the 

insurance company.

•	 Research the complaint record of the company. Contact 

your state insurance department (p. 123), 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/industry/insurance.

•	 Make sure you receive a written policy. This tells you 

that the agent forwarded your premium to the insurance 

company. If you do not receive a policy within 60 days, 

contact your agent and the insurance company.

•	 Shop around, even if you are satisfied with your current 

insurer. Your insurer may increase your rates annually, 

just because they can. Make sure your rate is still 

competitive for the level of coverage you need.

If you suspect fraud, call the National Insurance Crime 

Bureau’s hotline at 1-800-835-6422. Check out www.

insurancefraud.org for more information.

INSURANCE

AUTO INSURANCE

Every state requires that you carry minimum levels of 

auto insurance coverage, or the equivalent in financial 

responsibility waivers, to ensure that you can cover the 

cost of damages to people or property in the event of a car 

accident. Auto insurance requirements vary from state to 

state. Check with your state insurance regulator (p. 123) 

to learn more about individual requirements as well as 

insurers you may be considering for your policy. 

There are multiple factors that can affect your car insurance 

rates, including:

•	 your gender

•	 your age

•	 your marital status

•	 your credit history

•	 the make and model of your car

•	 the city and neighborhood where you live

To find the best coverage at the best price, get quotes from 

several insurance companies; it may save you hundreds 

of dollars a year. You could also raise your deductible on 

collision and comprehensive coverage. If you have an older 

car, you might want to drop this coverage altogether.

Find valuable information about car ownership in the cars 

section (p. 8), as well as information about insurance for 

rental cars (p. 12).

DISABILITY INSURANCE

Disability insurance helps you replace lost income, if 

you are unable to work due to sickness or injury. Many 

employers offer some type of disability insurance coverage 

for employees, or you can get an individual disability 

insurance policy. There are two types of disability policies: 

short-term disability (STD) and long-term disability (LTD). 

Short-term disability policies have a maximum benefit of 

two years, while long-term disability policies have benefits 

that can last the rest of your life. 

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. 

Some 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 before payments begin.

•	 How long do benefits last? After a specified waiting 

period, LTD payments are usually available until you 

reach age 65. 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? 

Get more information from the Insurance Information 

Institute at www.iii.org.
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BEWARE: WHEN COVERAGES COLLIDE

When a disaster strikes, your home may be damaged 

by several factors at the same time or one right after 

the other. You may think that your insurance policy will 

protect you, but that isn’t always the case. 

Many home insurance policies include an 

anti-concurrent causation clause. These clauses give 

your insurer the right to reject your claim if your home 

is damaged by several factors, such as wind and rain. 

If these two or more factors together cause damage 

to your home, your insurer may deny your entire claim 

because they can’t determine which factor came first 

and actually caused the damage. You can face a serious 

shock if you thought your policy protected you from 

such disaster. 

Before disaster strikes, read your home insurance 

policy closely for anti-concurrent causation clauses. 

Ask your agent if you may opt out of that clause or pay 

an increased premium to have full coverage.

HEALTH INSURANCE

Group Policies 

Many consumers have health care coverage from their 

employers. Others have medical care paid through a 

government program such as Medicare (p. 96), Medicaid 

(p. 96), or the Veterans Health Administration (p. 101). You 

may also purchase health insurance through the Health 

Insurance Marketplace, at www.healthcare.gov.

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 

occur, you must be given at least 60 days to decide whether 

you wish to purchase the coverage.

Medicare and Medicaid

There are also health insurance programs for people who 

are seniors, disabled, or have low incomes.

•	 Medicare provides health insurance for people who are 

65 years or older, some younger people with disabilities, 

and those with kidney failure. 

•	 Medicaid provides health insurance for people with low 

incomes, children, and pregnant women. Eligibility is 

determined by your state.

Contact the Centers for Medicare & Medicaid Services 

(p. 96) for more information on benefits.

Most states also offer free or low-cost coverage for children 

who do not have health insurance. Visit 

www.insurekidsnow.gov or call 1-877-543-7669 for more 

information.

Health Care Plans

When purchasing health insurance, your choices typically 

will 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 in 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 report cards on HMOs by visiting 

www.ncqa.org.

•	 Preferred provider organizations (PPOs) offer lower 

co-payments like HMOs, but give you more flexibility in 

selecting a health care provider. A PPO gives you a list of 

providers you can choose from.

If you go outside the HMO or PPO network of providers, you 

may have to pay a portion or all of the cost. When choosing 

among different health care plans, you will 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? 

Deductibles are the amount you must pay before your 

insurance company will pay a claim. These differ from 

co-payments, which are the amount of money you pay 

when you receive medical services or a prescription.

•	 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.

HOMEOWNERS AND RENTERS INSURANCE

Homeowners or renters insurance protects your home and 

personal property against damage or loss, and insures you 

in case someone gets hurt while on your property. 

Homeowners or renters insurance may pay claims for:

•	 Damage to your home, garage, and other outbuildings.

•	 Loss of furniture and other personal property due to 

damage or theft.

•	 Additional living expenses if you rent temporary quarters 

while your house is being repaired.

 Homeowners or renters insurance may also:
32 www.USA.gov To contact an organization, use the directory beginning on page 64 

•	 Include liability for bodily injury and property damage that 

you cause to others through negligence.

•	 Include liability for accidents happening in and around 

your home, as well as away from home, for which you are 

responsible.

•	 Pay for injuries occurring in and around your home to 

anyone other than you or your family.

•	 Provide limited coverage for money, gold, jewelry, and 

stamp and coin collections.

•	 Cover personal property in storage or away in dorm rooms.

Keep these tips in mind when shopping for homeowners 

insurance:

•	 Insure your house, not the land under it. 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 for your policy.

•	 Make certain you purchase enough coverage to replace 

what is insured. “Replacement Cost 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, or stamp collections. 

•	 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. 98). 

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

insurance on your personal belongings. Purchase a 

separate policy for renters.

INSURANCE

SHARING SERVICES, SHARED RISKS

The sharing economy is popular. You may rent out your 

home or drive others around in your personal car to 

make extra money. Your insurance policy may limit your 

protection for accidents or damages that happen during 

these transactions. 

Before you rent your home or drive your car as a service, 

ask your insurance company if you need to add to your 

policy, since you will be using your personal property for 

commercial purposes. Also, the shared service company 

may offer insurance coverage for damages or injuries. 

LIFE INSURANCE

A life insurance policy is a contract between you and an 

insurance company. The contract states that you will pay 

premiums over time and, in exchange, the company will 

pay a lump sum amount upon your death to a designated 

beneficiary. The proceeds from your life insurance policy 

can help pay bills and help support your surviving family 

members’ living expenses.

There are two main types of life insurance policies:

•	 Whole (or universal) life insurance policies are considered 

permanent. As long as you pay the premium, the policy 

is in effect. Whole life insurance policies also have an 

investment or savings component. This means that you 

accumulate cash value over the life of the policy, so you 

can borrow money from these policies if you need to.

•	 Term life insurance policies are in effect for a certain 

period of time, or term. If you have this type of policy and 

pass away during the policy’s term then the insurance 

company will pay a benefit. If you live past the time that 

the policy is in effect, the insurance company won’t pay a 

benefit or give you a refund. 

Term life insurance policies are usually less expensive 

than whole life insurance policies. This is because term life 

insurance policies only cover a set amount of time, while 

whole life insurance policies are intended to be permanent 

and because part of your premium is put away for savings.

If you have misplaced a life insurance policy, your state’s 

insurance commission may be able to help you locate it. 

Or you can search for it at www.policylocator.org. If the 

insurance company knows that an insured person has died, 

but cannot locate the beneficiaries, the company must turn 

the benefits over to the state’s unclaimed property office. 

Check with that office at www.unclaimed.org if you believe 

that you are due a benefit.

Avoid losing your life insurance policy benefits by alerting 

the policy beneficiaries and filing a copy with your will.

LONG-TERM CARE INSURANCE

Medical advances have resulted in greater a need for nursing 

home care and assisted-living. Most health insurance plans 

and Medicare severely limit or exclude long-term care. You 

should consider these costs as you plan for your retirement.

Here are some questions to ask when considering a 

separate long-term 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 assistedliving 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. 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 33

INVESTING

INVESTING

•	 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 

before 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. 

•	 Visit www.longtermcare.gov for more information.

OTHER INSURANCE 

•	 Catastrophic Health Care Insurance. A health plan 

that only covers certain types of expensive care, like 

hospitalizations.

•	 College Tuition Insurance. Get a refund of college 

tuition if you must withdraw because of a serious injury or 

illness.

•	 Dental and Vision Insurance. Some companies that 

offer health insurance plans may also allow employees to 

purchase separate dental and vision plans, which are not 

part of most standard health plans.

•	 Identity Theft Insurance. This type of insurance 

provides reimbursement to crime victims for the cost of 

restoring their identity and repairing credit reports. This 

insurance may be part of your homeowner insurance 

policy or as a stand-alone policy. 

•	 International Health Care Insurance. A policy that 

provides health coverage no matter where you are in the 

INSURANCE SCAMS

Be aware of these common signs of insurance scams:

•	 You may pay your insurance premium but your agent 

keeps the money instead of forwarding it to the company.

•	 Scammers pose as insurance agents or are unlicensed 

to sell insurance.

•	 A series of brokers and re-insurers receive a portion of 

the money you paid for your premium, until there is no 

money left to actually send to the insurance company.

•	 You get notification for claims against your policy that 

you didn’t file or services you didn’t receive.

Take steps to protect yourself:

•	 Make sure to get a confirmation from the insurance 

company that your payment was received for the entire 

amount

•	 Confirm with your insurance regulator that your 

insurance agent is licensed to sell insurance

•	 Read claims and explanation of benefits statements 

closely, and check for errors.

For more information or to file a complaint, contact:

•	 Your state insurance regulator (p. 123)

world. The policy term is flexible, so you can purchase it 

only for the time you will be out of the country.

•	 Liability Insurance. Insurance for what the policyholder 

is legally obligated to pay because of bodily injury or 

property damage caused to another person.

•	 Shared Services Insurance. Find out what insurance 

you need if you rent your home out or use your car to drive 

others for a fee.

•	 Travel Insurance. There are four kinds of travel 

insurance: Travel Cancellation Insurance, Baggage 

or Personal Effects Coverage, Emergency Medical 

Coverage, and Accidental Death. Visit www.insuremytrip.

com to learn more. See page 14 for travel insurance perks 

provided by your credit card issuer.

•	 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.

Contact your current insurance provider or state insurance 

commission for more information on these insurance policies.

INVESTING

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

retirement, paying for college, or buying a new house, then 

you may decide to invest your money to earn enough to fund 

your goals. Before you invest, make sure you have answers 

to all of these questions:

•	 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 invested. 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.
34 www.USA.gov To contact an organization, use the directory beginning on page 64 

•	 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 will not 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. While the federal government backs 

U.S. Treasury securities, it does not protect against loss 

on any other investments.

•	 Are your investments diversified? Some investments 

perform better than others in certain situations. For 

example, when interest rates go up, bond prices tend 

to go down. One industry may struggle while another 

prospers. Putting your money in a variety of investment 

options can reduce your risk.

INVESTING

TYPE OF INVESTMENT WHAT IS IT? RISK LEVEL

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.

Commodities Physical commodities, such as an agricultural product (grains) or 

a natural resource (like gold). A futures contract is an agreement 

to purchase or sell a commodity for delivery in the future.

High 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.

Market-linked CDs 

(or structured CDs)

Returns are linked to the future performance of a market index 

and may include stocks, bonds, foreign currency, or other assets. 

These are designed for a long-term commitment (up to 20 years).

Medium to high risk.

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.

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.

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.

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.

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

advantages for savings for retirement. Investments may include 

a variety of securities. Contributions may be tax-deductible; 

earnings are not taxed until distributed.

Risk levels vary 

according to the 

holdings in the IRA.

•	 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. Taxdeferred investments for special goals, such as paying for 

college and retirement, are available that let you postpone 

or even avoid paying income taxes.

Check out the Securities and Exchange Commission’s 

(SEC’s) website, www.investor.gov for more information 

about investing. Be sure to note specific tips at 

www.investor.gov/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. Contact 

the SEC’s Investor Information Service at 1-800-732-0330 to 

ask your investment-related questions, get alerts, and learn 

how to file a complaint.

The Financial Industry Regulatory Authority (FINRA) 

also provides up-to-date market data and information for 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 35

INVESTING

INVESTING

BEWARE: AFFINITY FRAUD

Affinity frauds are investment scams that target 

specific groups, such as elderly, religious, or ethnic 

communities. The investment promoters often are (or 

pretend to be) members of the group. 

Affinity fraud usually involves either a fake investment 

or an investment where the scammer lies about 

the investment’s risk of loss, earnings or historical 

performance. Many affinity frauds are Ponzi or pyramid 

schemes. 

Take these steps to avoid being a victim of affinity 

fraud:

•	 Research the investment opportunity separately from 

the information the promoter provides.

•	 Verify that the promoter is licensed with the SEC (p. 

103) and your state securities administrator (p. 127).

•	 Beware of promises of spectacular profits or 

“guaranteed” returns, with little risk. 

Contact the SEC (p. 103) or your state securities 

administrator (p. 127) if you have questions about 

investments or to file a complaint about investment fraud.

a wide range of stocks, bonds, mutual funds, and other 

securities through its Market Data Center at www.finra.org/

marketdata.

Some companies rate the financial condition of 

corporations and municipalities issuing bonds. Their 

ratings are available online and at many public libraries. 

For ratings of mutual funds, consult personal finance 

magazines or websites.

FINANCIAL BROKERS AND ADVISORS

A financial professional can help you reach your financial 

goals. 

When selecting a broker or investment advisor, research 

the person’s education, professional history, as well as the 

firm the person works for. Ask:

•	 Has the person worked with others who have 

circumstances similar to yours? 

•	 Do you communicate well with each other? Does the 

advisor listen to your needs? Will he or she keep you 

updated on your investments?

•	 Is the person licensed in your state? Your state securities 

administrator (p. 127) lists individuals and firms that are 

registered in your state. Ask whether the regulatory office 

has any other background information. You can find 

out how to reach your state securities administrator 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 administrator or the SEC (p. 103). 

Check BrokerCheck at www.finra.org/brokercheck 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? 

•	 What are the fees for setting up and servicing your 

account?

Licenses and Professional Titles

An advisor can have multiple titles and be authorized to 

provide multiple services, including investment services, 

financial planning, and insurance products. Check FINRA’s 

Investment Professional tool at www.finra.org/investors/

professional-designations to understand the designations, 

the educational and ethical requirements to earn them, and 

the organizations that offer them. The SEC, FINRA, and 

state regulators do not grant or endorse any professional 

titles. Professional titles are not the same as licenses 

or registrations. A license is granted by government 

authorities, and offer you legal protection.

Suitability Versus Fiduciary Standards

When you interview potential financial planners, ask if they 

operate under a suitabilility or fiduciary standard.

•	 Suitability standard applies to broker-dealers. This 

standard requires brokers to evaluate an investment 

option and determine that it can suit your needs, based 

on your financial situation. However, they are also 

concerned about how their recommendations benefit 

their company financially. 

•	 Fiduciary standard rules apply to investment advisors. 

This standard requires the advisor to put your best 

interest first. They must give advce based on detailed and 

thorough research, and fully disclose all important facts. 

In addition, they avoid conflicts of interest, putting your 

financial interest above their own.

Additional organizations that could be helpful are:

•	 The Commodity Futures Trading Commission’s 

(CFTC) www.smartcheck.gov is a collection of free tools 

to check the background of financial professionals.

•	 Both the North American Securities Administrators 

Association (p. 137) and the National Futures Association 

(p. 137) can offer helpful information.

•	 FINRA (p. 136) provides a dispute resolution program 

among investors, brokers, and brokerage firms. Senior 

investors can call 1-844-574-3577 for help with brokers.

•	 The SEC’s Investment Adviser Public Disclosure website, 

www.adviserinfo.sec.gov provides information on a firm 

or individual’s registrations, experience, and disciplinary 

action.

•	 SaveAndInvest.org offers unbiased information and 

strategies to help you avoid investment fraud.
36 www.USA.gov To contact an organization, use the directory beginning on page 64 

INVESTING

CROWDFUNDING

Crowdfunding is a way for companies, entrepreneurs, or 

artists to raise money. After setting a fundraising goal and 

deadline to reach that goal, the creator markets the campaign 

to potential backers, or investors. Before you contribute:

•	 Research the company. Is there any information available 

about the product or service they want to offer? Are there 

complaints related to the company or campaign creator 

with the state attorneys general about fraud?

•	 “All or nothing” or “Flexible Funding”If the campaign 

is an “all or nothing” campaign, the creator only gets the 

pledged money if they reach the fundraising goal. If the 

campaign is a “flexible funding” campaign, the creator 

will receive all the donations, even if they did not reach the 

fundraising goal.

•	 Timing of payments. Does the fundraising website 

charge your credit card immediately after you pledge?

•	 Rewards. What rewards, or returns, will you receive in 

exchange for your investment? Do you get to pre-order the 

product that the company is producing? Are there different 

rewards, based on how much you invested? 

•	 Refunds. Are you able to get a refund if the company does 

not reach their fundraising goal or complete the project? 

If so, do you need to get the refund from the website or 

directly from the campaign creator?

•	 Taxes. Is your contribution tax deductible?

COMMODITIES

Trading in commodity futures is different from investing. 

Commodity futures are an agreement to buy or sell a 

specific quantity of a variety of commodities such as 

precious metals, grains, or other natural resources. Trading 

commodity futures and options is a volatile, complex and 

risky venture that is rarely suitable for individual investors or 

“retail customers.” Before participating in the commodities 

market, check the registration status and background of the 

person and company at www.nfa.futures.org/basicnet.

Anyone who trades or gives advice to the public about 

futures and other derivatives must be registered with the 

National Futures Association (p. 137). The CFTC also 

provides additional information about how to protect 

yourself before and during trading in the commodities and 

options markets at www.cftc.gov/ConsumerProtection.

REAL ESTATE

There are multiple ways to invest in real estate:

•	 Investment property - You buy a house, apartment building, 

or commercial space to rent to tenants.

•	 Real estate investment group - You buy property from one of 

these companies and rent it out to a tenant. The real estate 

investment group provides property management services, 

including maintenance and tenant selection, in exchange for 

a portion of the rent.

•	 Real estate investment trusts (REIT) - A REIT is a security 

that invests in real estate and sells shares of ownership to 

investors. Shares are sold on the major exchanges, like any 

other stock. 

•	 Real estate trading (“flipping”) - You buy a property, with 

the goal of reselling it for a profit in the short term. The price 

increase and profits are due to a hot property market or major 

renovations and improvements you make to the property.

It generally takes a significant amount of time to earn money 

from investing in real estate. Be cautious of pitches or ads 

that promise great returns in a short time period from

investing in real estate, or promise huge profits without risk. 

These are often a scam. 

Before you select a real estate investment, consider these 

questions. 

•	 What are your goals? Do you want to earn revenue from 

rental payments, make a profit when you sell the property, 

or both?

•	 Have you done research? Research neighborhoods 

and prices. Look at properties and set criteria to 

evaluate potential properties that you would like to buy. 

Understand the housing market and determine if prices 

are increasing, or if there is a need or demand for rental 

property in the neighborhood.

•	 Do you plan to hire a realtor? A licensed realtor can 

help you locate properties, share information about an 

area’s pricing, zoning rules, and growth potential.

•	 Do you plan to be a landlord or hire a property 

manager? There are major responsibilities involved with 

managing a property, such as selecting tenants, paying 

mortgage and insurance, maintenance and repairs, 

collecting rent, and handling tenant complaints and 

disputes. A qualified property manager could cut into 

your profits, but if they are experienced, could help save 

you money in the operations of your property.

•	 Do you have enough for a down payment? You may 

be required to pay 20% or more as a down payment. 

Mortgages for investment property don’t qualify for 

private mortgage insurance or a reduced down payment.

•	 Can you afford to own a rental property? In addition 

to the mortgage, you need a cash reserve to pay for 

repairs, taxes, and unexpected expenses. You should also 

have money set aside for months when your building is 

vacant, so that you are still able to pay the mortgage.

•	 Have you shopped around? Compare interest rates 

that banks are offering on mortgages for investment 

properties. They are often higher than the interest rate on 

a mortgage for a primary residence, as these mortgages 

are more risky to a bank.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 37

PRIVACY AND IDENTITY THEFT

PRIVACY AND IDENTITY THEFT 

RETIREMENT PLANNING

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 depends on your individual needs. 

Some questions to ask:

•	 At what age do you plan to retire?

•	 Will your spouse or partner retire when you do?

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

rent your home?

•	 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? 

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

your plans. 

In addition to planning to maintain your lifestyle during 

retirement, you may need to purchase long-term health 

insurance (p. 32) or pay for assisted-living services 

(p. 23). 

Take advantage of interactive tools and calculators that 

help you plan your retirement. For example, at www.

consumerfinance.gov/retirement, the Consumer Financial 

Protection Bureau offers interactive tools to help you 

see how your social security retirement benefits will 

change, based on factors like your age, life expectancy, or 

marital status. Also, use estimators, like the ones at www.

choosetosave.org/ballpark, to learn how much you need to 

save to retire comfortably.

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)

•	 U.S. Department of Labor: (www.dol.gov/ebsa)

•	 The Investor’s Clearinghouse

(www.investoreducation.org) 

•	 MyMoney.gov (www.mymoney.gov)

•	 MyRA (MyRA.gov)

•	 Securities and Exchange Commission 

(www.sec.gov or www.investor.gov)

•	 Social Security Administration 

(www.socialsecurity.gov)

INVESTING SCAMS

Be aware of these common signs of investment scams:

•	 Scammers offer free lunches or seminars, posing as 

financial planners to pitch appealing investment offers.

•	 Offers for high or guaranteed profits. 

•	 Sales pitches saying the investment is “risk-free”.

•	 Pressure to invest immediately or limited opportunities.

•	 Pyramid schemes, where investors make money from 

recruiting more investors, rather than from sales or 

profits from a stock or product.

Take steps to protect yourself:

•	 Research investment opportunities and investment 

professionals.

•	 Get all details of an investment in writing.

For more information or to file a complaint, contact:

•	 Your state securities administrator (p. 127)

•	 The Securities and Exchange Commission (p. 103)

•	 Financial Industry Regulatory Authority (p. 136)

PRIVACY AND IDENTITY THEFT

Your personal information is a valuable resource for 

identity thieves, scammers, and even to corporations. Data 

breaches of customer databases and payment processing 

systems at retailers highlight the importance of protecting 

your privacy, while making sure companies with which you 

do business do the same.

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. You may not 

know that you are the victim of ID theft until you experience 

a financial consequence (mystery bills, credit collections, 

denied loans) down the road from actions that the thief has 

taken with your ID. Follow these tips to protect yourself: 

•	 Secure your Social Security card. Don’t carry it in 

your wallet or write your number on your checks. Only give 

out your social security number (SSN) when absolutely 

necessary.

•	 Protect your PIN. Never write a PIN on a credit or debit 

card or on a slip of paper kept in your wallet. 

•	 Watch out for “shoulder surfers.” Shield the keypad 

when typing your passwords on computers and at ATMs.

•	 Be skeptical. Don’t respond to unsolicited requests 

for personal information (your name, birthdate, social 
38 www.USA.gov To contact an organization, use the directory beginning on page 64 

PRIVACY AND IDENTITY THEFT

security number, or bank account number) by phone, 

mail, or online.

•	 Collect mail promptly. 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, and expired cards, to prevent 

“dumpster divers” (p. 7) from getting your personal 

information.

•	 Store personal information in a safe place at home 

and at work. 

•	 Install firewalls and virus-detection software on your 

home computer. 

•	 Create complex passwords that identity thieves cannot 

guess easily. 

•	 Order your credit report once a year. Check it more 

frequently if you suspect someone has gained access to 

your account information. See “Order Your Free Credit 

Reports” (p. 15).

REPORT IDENTITY THEFT

If you are a victim of identity theft, report it immediately. 

Visit www.Identitytheft.gov for a guide on what to do to limit 

the damage. Follow these steps:

•	 Report it to your financial institutions. Call the phone 

number on your account statement or on the back of your 

credit or debit card.

•	 FIle a report with the Federal Trade Commission.

This detailed report is also called an ID theft affidavit. 

•	 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. Together, your ID theft 

affidavit and your police report make up your ID theft 

report. 

•	 Contact the credit reporting agencies (p. 15) and ask 

them to flag your account with a fraud alert, which asks 

merchants not to grant new credit without your approval. 

An ID theft report will help you deal with the credit 

reporting agencies and companies that extended credit to 

the identity thief using your name. Visit www.identitytheft.

gov/#what-to-do-right-away for more information about 

creating an ID theft report. You can file your complaint with 

the FTC at www.ftccomplaintassistant.gov or by calling toll 

free 1-877-438-4338.

PROTECT YOUR PRIVACY

Your personal data is always being shared. Companies, 

known as data brokers, compile information about your 

income, family size, email addresses, stores and websites 

you visit, the brands you buy, credit cards used, hobbies, 

and your demographic information to create a profile about 

you and your lifestyle. 

BEWARE: SYNTHETIC ID THEFT

Synthetic identity theft is a version of identity theft. In 

traditional ID theft, the thief steals all of the personal 

information of one person to create a new identity. 

However, with synthetic ID theft, a thief steals pieces 

of information from different people to create a new 

identity. For example, the thief may steal one person’s 

social security number, combine it with another 

person’s name, and use someone else’s address to 

create a brand new identity. The thief can then use 

this fraudulent identity to apply for credit, rent an 

apartment, or make major purchases.

While you cannot prevent synthetic ID theft, you 

should still get copies of your credit report to check 

for accounts you did not open. Also, contact the credit 

reporting agencies to ask if there is a fragmented file 

(a sub-account that uses your social security number 

but not your name) attached to your main credit file. 

If this is the case, you may be the victim of synthetic 

identity theft. Report all cases of identity theft to the 

Federal Trade Commission (p. 102).

ID THEFT

Here are some common schemes that ID thieves use to 

steal your identity. 

Telemarketing. An ID thief may call you, making 

fraudulent offers for products, benefits or medical 

services. The caller will require you to provide personal 

information, such as your social security number, birth 

date, or Medicare ID number.

Tax ID theft. In some cases, phony tax preparers steal 

your social security number and sell it to scammers. 

In others, someone files a tax return, using your social 

security number. For more information contact the IRS’ 

Taxpayer Advocate Service at 1-877-275-8271 or visit 

www.irs.gov/uac/Taxpayer-Advocate-Service-6.

Medical ID theft. Medical service providers can take 

advantage of access to your insurance information to 

get medical services in your name, or to issue fraudulent 

billing to you and your health insurer.

Child ID theft. Children’s IDs are vulnerable because 

children don’t need to file taxes or use their social security 

numbers to apply for loans for many years. By the time they 

are adults, the damage has already been done.

Follow the steps listed on www.IdentityTheft.gov for a full 

guide on how to limit the impact of identity theft.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 39

Some of the information you give willingly, but other bits of 

your personal information are collected in ways you may not 

realize. Data brokers often collect location-based data from 

your mobile phone, wearables like fitness trackers or sleep 

monitors, or from certain apps. Your information is analyzed 

by brokers to develop scoring and models to help them 

understand your behavior, and sell your consumer profiles 

to retailers and marketers. 

There is also the “Internet of Things”, with sensors in 

household appliances, cars, and thermostats that monitor 

your behavior and communicate between each other and 

across networks.

Retailers use your information to offer targeted special 

promotions, customize the online ads you see, and even the 

prices you are charged for items. While this can be a bonus 

and help you get good deals, it all comes at the cost of your 

personal privacy. Unlike credit reports or scores, you cannot 

access or review the data files that have been created 

about you, or even know the data brokerage companies you 

should contact to correct inaccuracies. These data reports 

can also result in discrimination, where some consumers 

are only targeted with high interest loans or inferior 

financial products. Take these steps to protect your privacy:

•	 If you apply for a store loyalty card, do not include your full 

name so that it, and your purchase behavior, cannot be 

connected to your other consumer profiles.

•	 If you want to keep your purchase behavior private, 

consider using cash rather than electronic payment 

options.

•	 Maintain a separate email address for coupons and 

promotions from retailers.

•	 Be careful about what you post on social media. Data 

brokers may scrape information you post to enhance the 

information that they have in your consumer profile.

•	 Disable cookies when shopping online, to prevent 

companies from tracking your online browsing behavior.

•	 Beware of using cell phones in stores or using the public 

Wi-Fi in a store. By using these networks, stores may know 

which items you looked at and which aisles you visited.

•	 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 how your personal information will be stored and 

used. 

•	 Only provide the purchase date, model and serial 

numbers, and your contact information on warranty 

registration forms.

•	 Opt-out if you do not want the company to share your 

email address with other companies.

Check with your state or local consumer agency (p. 106) 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.

PRIVACY AND IDENTITY THEFT

WHAT TO DO AFTER A DATA BREACH

Data breaches of large organizations, such as retailers, 

schools, and employers have become common. These 

events can make your identity prone to identity theft. If 

you’ve been affected by a breach, have a plan of action:

•	 Sign up for a free credit monitoring service, if it is offered 

by the organization that experienced the breach. This 

service can alert you if credit accounts are opened with 

your information. If you have been involved in breaches 

from several companies, sign up for all the monitoring 

services. The services may be provided through different 

credit reporting agencies, and may detect different 

activities.

•	 Change passwords on any accounts connected to your 

compromised information.

•	 Contact the credit reporting agencies (Equifax, Experian, 

and TransUnion) to place freezes on your credit reports. 

This makes it difficult for someone to apply for credit in 

your name.

•	 If the breach involved a credit or debit card, your issuer 

may send you a new card with a new number. Update any 

accounts where the old card number was stored for easy 

payment or automatic recurring charges.

•	 Check your bank or credit card statements closely. 

Report suspicious charges to the fraud department.

•	 Visit www.identitytheft.gov/info-lost-or-stolen.html for 

more tips.

PRIVACY AND IDENTITY THEFT 

EDUCATION PRIVACY

Education privacy deals with the storage, control, sharing, 

and destruction of students’ educational records. The 

Federal Education Rights and Privacy Act (FERPA) gives 

parents of school aged children (kindergarten through 12th 

grade) access to their education records. This act also 

restricts who the school can share the information with, 

such as other schools, without needing permission from a 

student’s parent. Take action:

•	 Opt out of having your child’s personal information used for 

directories that can be shared with third parties. 

•	 Ask for documentation about the purpose of the data 

collection, if a school says that data collection is required. 

Find out how the data will be used, stored, and destroyed.

For more information, visit www2.ed.gov/policy/gen/guid/

fpco/ferpa/index.html or call 1-800-872-5327.

Another education privacy issue involves data breaches, 

especially at colleges and universities. When these happen, 

social security numbers, birthdates, grades, addresses 

and other personal information are compromised. These 

breaches can impact students’ academic records and 

financial aid, while making them vulnerable to identity 

theft. If your college has experienced a data breach find out 
40 www.USA.gov To contact an organization, use the directory beginning on page 64 

what protections the school has put in place. The Privacy 

Rights Clearinghouse offers more information about your 

education privacy rights www.privacyrights.org/topics/120.

FINANCIAL PRIVACY

The Federal Deposit Insurance Corporation (p. 102) 

and other federal regulators require banks, insurance 

companies, brokerage firms, and certain businesses that 

share financial information to inform you of 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 your 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 

do not opt-out, your account numbers may not be shared 

with third parties for marketing purposes.

You cannot prevent certain types of information from being 

shared, including information needed to conduct normal 

business or protect against fraud, or information that is 

already publicly available. Also, a bank can share your 

information with a partner company to market products.

Your credit information has additional privacy protections 

PRIVACY AND IDENTITY THEFT

under the Fair Credit Reporting Act. Only people with a 

legitimate business need can get a copy of your report. 

Unless prohibited by state law, an employer can get your 

report with your written consent. See Credit Reports and 

Scores on page 15 for more information on your rights 

under this federal law, and to find out how you can get a 

copy of your credit reports.

BEWARE: FARCING

Farcing scams are designed to steal your online 

identity. It starts when you receive a friend request 

from someone who supposedly shares mutual friends 

with you. Once you accept the request, the scammer 

searches your online profile to collect personal data 

about you, such as your schools, employers, and 

family. They may even contact you directly to ask more 

questions about you. Your information will be used to 

steal your identity.

Take these steps to protect your social media identity: 

•	 Use the privacy settings on social media websites to 

manage who can access your profile.

•	 Don’t accept a friend request from someone you 

don’t know. If you are interested in accepting it, 

ask the mutual friends that you supposedly have in 

common who the person is. Ignore the request if they 

can’t confirm the person’s identity.

•	 Be cautious if you receive direct messages from new 

friends that request details or personal information.

•	 Notify the social media platform if your profile has 

been hacked or images have been stolen. 

Visit www.OnguardOnline.gov for more online safety tips.

MEDICAL 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, specifically 

under the Health Insurance Portability and Accountability 

Act (HIPAA). The Act:

•	 Defines your rights over your health information.

•	 Sets rules and limits on who is allowed to receive and/or 

see your health information.

The Department of Health and Human Services, Office 

for Civil Rights (p. 95) is a resource for complete details 

and advice about the HIPAA ruling. The Office for Civil 

Rights also provides a listing of resources for consumers, 

providers, and advocates, along with fact sheets and other 

educational materials. 

You can request a copy of your medical records from 

your medical provider, or from the hospital where medical 

services were provided, for a fee.

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, file a written complaint with the 

Department of Health and Human Services, Office for Civil 

Rights (p. 95).

PRIVACY SCAMS

Be aware of common signs of identity theft and privacy 

scams:

•	 You receive emails or phone calls asking you to verify 

your social security number, birthdate, account 

numbers, or passwords.

•	 You stop receiving mail, such as credit card or bank 

statements.

Take steps to protect yourself:

•	 Shred sensitive documents that include your personal 

information.

•	 Don’t respond to requests for personal information in 

emails or by phone, or with any stranger.

•	 Get a free copy of your credit report to verify that no one 

opened accounts in your name.

For more information or to file a complaint, contact:

•	 The Federal Trade Commission (p. 102)

•	 Your local police department
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 41

Visit the U.S. Department of Health and Human Services, 

Office for Civil Rights website at www.hhs.gov/ocr/privacy

for more information on how the federal government 

protects your personal health information. 

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 the 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 intercepted easily. Signs 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 a 

change in the first letters of the Internet address you are 

viewing from “http” to “https.”

•	 Be careful about what information on your phone you 

allow applications (apps) to have access to. 

•	 Secure information on smartphones. Password protect 

your phone and apps, such as mobile wallets or bank 

accounts that can be hacked. 

Another threat to your privacy is spyware, software that is 

secretly installed when you download games, music, and 

other applications. Spyware sends information about your 

online activities to a third party, usually to target you with 

pop-up ads. You can install anti-spyware software to stop 

this threat to your privacy. See the Internet section on this 

page for more information. 

TELECOMMUNICATIONS

TELECOMMUNICATIONS

TELECOMMUNICATIONS

Choices for phone service, Internet, and television have 

never been greater. As devices have multiple functions, 

such as the ability to watch television shows on your 

computer or surf the Internet using your phone, your 

decisions about each of these services may overlap. Most 

consumers are now able to bundle phone, TV, and Internet 

service for a discount. However, buying a bundle of services 

could make it difficult to change providers for any one 

service if you are tied into a long-term contract. Before you 

buy, compare service providers to make sure you get the 

service and features you want, for the best price.

INTERNET

Choosing Service Providers

You will need an Internet Service Provider (ISP) to connect 

your computer to the Internet. 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. 

Consider these factors when selecting a provider:

•	 Speed. If you only want to check email and view web 

pages, a dial-up connection may be enough. But if you 

want to download music or television shows, or watch 

videos, you will need a faster connection with broadband 

access, such as a digital subscriber line (DSL), cable 

modem, or satellite.

•	 Availability. Which companies offer service in your 

area? 

•	 Wireless access. Can you get a wireless connection for 

other computers in your home?

•	 Email. Do email accounts come with the service? What 

will be the storage limit on your mailbox? 

•	 Software. Is any software required to activate the 

service? 

BILL CREEP

Have you ever wondered how your Internet service bill 

jumped from $30 to $50 a month in just a few years? If so, 

then you have experienced “bill creep”, where the costs 

of a monthly expense creeps up. In some cases, the costs 

crept up because you added features. However, it may 

be due to higher prices charged by service providers for 

the same level of service. The price increases are usually 

small dollar amounts, but over time those climbing prices 

can take a toll on your budget. Take these steps to protect 

yourself from bill creep:

•	 Review your monthly statements to know what you’re 

really paying. 

•	 Cut out services that you are not actually using.

•	 Consider unbundling services. 

•	 Contact companies to negotiate lower rates.

•	 Find out if the service providers have deals to reward 

loyal customers rather than just get new customers. 

•	 Research cheaper options that meet your needs.

•	 If your discount prices are going to expire at a certain 

date, mark the date on your calendar and make an active 

decision to cancel your service or see if you can get a 

better deal.
42 www.USA.gov To contact an organization, use the directory beginning on page 64 

TELECOMMUNICATIONS

•	 Technical support. What kinds of tech support are 

available—phone, email, chat? Is the support free?

•	 Special features. What services are provided for spam 

blocking or virus protection?

•	 Terms of service. Is there a limit to the amount of data 

you can use per month? Do you have to sign an annual 

contract with the ISP?

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

fees for renting a modem or set up?

If you have a low household income, you may qualify for 

low-cost Internet service. Check with the Internet service 

providers in your area or your public utility commission (p. 

131) for details. 

Wi-Fi (Wireless)

Going wireless provides you with the freedom to use 

your computer in multiple locations. However, with 

this increased freedom comes 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 strangers 

(or neighbors) cannot use your network without your 

knowledge (also known as “piggybacking”). Also, computer 

hackers could use your network to access personal 

information you save on, or send from, your computer. 

This is particularly important if you conduct financial 

transactions online. If you use the wireless (Wi-Fi) network 

at bookstores, airports, coffee shops, 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 

other people cannot access it. 

•	 Rename your router. Change the name from the 

manufacturer’s default name to something only you 

would know.

•	 Change the password. Routers come with a standard 

password. Create a new one with a mix of letters, 

numbers, and special characters. 

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

•	 Be aware of cookies. Cookies are small text files 

that some websites place on your computer to collect 

information about the pages you view and your activities 

on the site. They also allow the site to recognize you when 

you return. Visit www.ftc.gov/ftc/cookies.shtm for more 

information.

On public wireless networks:

•	 Don’t assume the network is secure. Most public 

wireless networks do not encrypt information you send. 

Avoid sending private information from public locations. 

Or, consider using a virtual private network (VPN) to 

secure information you send via public networks.

•	 Verify that you are connecting to a trusted network. 

Some scammers create free, unsecured Wi-Fi networks, 

similar to the names of trusted ones. If you use it, they can 

steal all the information (usernames, passwords, account 

numbers) that you enter.

•	 Use encrypted websites. If you send sensitive 

information from a public network, make certain that the 

URL starts with “https” (“s” means secure). Look for that 

on every page you visit.

•	 Log off sites after you finish using them rather than using 

“remember me” features. 

Visit www.OnGuardOnline.gov for more information about 

wireless computing.

Spam 

Spam is unsolicited commercial email. You can decrease 

the amount of spam email you receive by making it difficult 

for spammers to get, and use, your email address:

•	 Don’t use an obvious email address, such as JaneDoe@

isp.com. Instead use numbers or special characters, such 

as Jane4oe6@isp.com.

•	 Use one email address for close friends and family 

and another for everyone else. 

•	 Don’t post your email address on a public web page. 

Spammers use software that harvests text addresses. 

Substitute “jane4oe6 at isp dot com” for “jane4oe6@isp.

com,” or display your address as a graphic image, instead 

of the text.

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

its privacy policy.

•	 Uncheck any checked boxes. Otherwise, you may be 

giving permission for the website and its partners to 

contact you.

•	 Don’t click on an email’s “unsubscribe” link unless you 

trust the sender. This action tells the sender you are there. 

•	 Never forward chain letters, petitions, or virus warnings. lt 

could be a spammer’s trick to collect addresses.

•	 Disable your email “preview pane.” This stops spam from 

reporting to its sender that you have received the email.

•	 Choose an email system that filters email. If you get lots 

of spam, it may not be filtering effectively. 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 43

•	 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 FTC also wants to know about 

“unsolicited commercial email.” Forward spam to spam@

uce.gov. Visit www.OnGuardOnline.gov/articles/0038-

spam for more information.

PHONES

Most consumers are now able to buy local and longdistance phone service from their telephone company, 

cable or satellite TV provider, or ISP. Services such as voice 

mail, call waiting, caller ID, and wireless may be offered as 

a package deal or sold separately. Before you buy, compare 

services and prices and think about what you really need.

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 do 

not make many calls. Make sure you are comparing prices 

on similar plans and features. Read the fine print and ask 

questions if there is anything you are not clear about. 

The Federal Communications Commission (p. 102) offers 

information about choosing a long-distance carrier, 

understanding new phone fees and taxes, and more at 

www.fcc.gov/consumers. The FCC also offers information 

to help you understand phone charges at 

transition.fcc.gov/cgb/consumerfacts/understanding.pdf.

TELECOMMUNICATIONS

Slamming and Cramming

“Slamming” occurs when a phone company illegally 

switches your phone service without your permission. 

“Cramming” occurs when companies add charges to your 

phone bill without your permission. These charges may be 

unnoticed because they are relatively small ($5 to $30).

Take these steps to avoid slammers and crammers:

•	 Block changes to your phone service. Ask your 

telephone service provider 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. Contact your local or state 

consumer protection agency (p. 106), state public utilities 

commission (p. 131), or the FCC (p. 102) for help.

Cell Phones

Before you choose a plan and a company that meets your 

needs, you should consider these questions:

Where can you make and receive calls? Most providers 

now offer a choice of local or national plans. A local plan 

offers low-cost options if most of your calls are made near 

your home or specific calling areas. National plans are the 

most expensive, but they let you use your phone anywhere 

in the country for a single per-minute price. 

How frequently will you use the phone? If you don’t use 

your phone often, a few minutes a month may be all you 

need. On the other hand, if your cell phone is your primary 

phone, a plan with the lowest airtime rate is a wiser choice. 

TELECOMMUNICATIONS SCAMS 

Be aware of these common signs of telecommunications 

scams:

•	 You receive a call, or pop-up notice on your screen, with 

a false claim that your computer is infected with a virus. 

•	 Scammers send emails that include links that can 

install viruses, freeze your computer, or ask you to share 

personal information.

•	 Scammers set up free public Wi-Fi hotspots. They 

can detect and steal everything you type, including 

passwords and credit card numbers.

Take steps to protect yourself:

•	 Hang up or don’t respond to emails or calls about 

viruses on your computer. 

•	 Don’t click on links in emails or ads from companies you 

don’t know. This “click-bait” can download malware onto 

your computer or smartphone.

•	 Don’t use unsecured or unknown Wi-Fi hotspots.

For more information or to file a complaint, contact:

•	 The Federal Communications Commission (p. 102)

•	 The Federal Trade Commission (p. 102)

TELECOMMUNICATIONS
44 www.USA.gov To contact an organization, use the directory beginning on page 64 

TELECOMMUNICATIONS

Is a family plan option available? You can share one 

cellular service plan and a pool of monthly usage minutes 

among several phone lines. The cost of the additional lines 

per month is usually less than if you purchased individual 

accounts. 

Parental controls? Can you set controls that filter how 

your child uses a mobile phone?

Device upgrades. How often can you upgrade your smart 

phone? What fees do you pay for this service?

What if you want to cancel your service? Read your 

contract to see if you have to pay a termination fee or if there 

is a clause that allows you to cancel for free. 

Several large mobile service providers have stopped 

offering standard two-year contract plans, with a reduced 

price for the phone. Instead, they will sell the phone at full 

price, either paid at once or over the life of the phone. The 

companies may also lease the phone to you, but you will 

have to return it to the company when you get a new one.

Be sure to keep track of your usage and understand your 

cell phone bill to avoid “bill shock.” Visit www.fcc.gov/

encyclopedia/bill-shock to learn how to better monitor your 

usage. 

Smart Phones

Smart phones are like miniature computers. They provide 

basic phone functions, along with advanced features, 

including browsing the Internet, accessing email, 

interacting on online social networks, listening to music, 

watching videos, uploading pictures, and using apps. 

When shopping for a smart phone, consider these tips:

•	 Compare the cost of data plans. These plans govern use 

and costs associated with mobile access for email, web 

browsing, social networking, and applications. 

•	 Take advantage of special pricing and promotions.

•	 Will the service provider “throttle”, or reduce the speed of 

your data transmission after you hit a certain amount of 

usage? If so, will you get a warning beforehand?

•	 Is there a limit on the amount of data you can use each 

month?

•	 Be wary of buying phone insurance, which may sound 

tempting; consumer groups generally advise against it.

Since smart phones are like miniature computers, many 

of the same privacy and safety concerns apply. See Online 

Privacy (p. 41) for more information on how to protect 

yourself from these concerns. 

Pay-As-You-Go Plans

If you don’t plan to use a cell phone often or only for 

emergencies, 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. You will know exactly how much you spend. 

The downside of prepaid plans is that you pay more per 

minute and, if you do not use the phone for an extended 

period of time, you may lose the balance in your account.

TV

There are many choices for consumers looking to buy a 

new television. Before buying a new TV, do your homework. 

It is important to see the screens 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. Once 

you have a television, there are several options for tuning 

into the channels. In addition to free television, you can 

subscribe to cable, satellite or Internet TV.

Cable

You can start with a basic lineup of channels and additional 

tiers of channels. 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. Keep in 

mind, however, that you may be asked to sign a contract for 

bundled services. 

HOW SMART IS YOUR TV?

Smart TVs, part TV and part computer, allow you to 

access the Internet, online apps, use streaming video 

services, and even chat via video. Smart TVs can include 

recommendations for other shows and apps that you may 

enjoy. 

Smart TVs track your viewing and online browsing 

behavior. Many manufacturers of these TVs develop terms 

and conditions for using the interactive features. The terms 

often appear on the screen the first time you turn on the 

TV. If you choose not to agree with the terms, your access 

to the interactive features may be limited or stripped away. 

Before you buy a Smart TV, find out:

•	 How long will the licenses between the TV manufacturer 

and content providers last? If licenses expire, you won’t 

be able to access those features with the TV anymore.

•	 Can you access the services that you prefer? Will there 

be updates to the software to allow new services and 

apps to be added in the future?

•	 Is your Internet connection fast enough to provide a 

smooth video connection?

•	 How comparable are the features of smart TVs with 

those available from gaming systems, Blu-ray players or 

set-top streaming devices?

•	 What data does the smart TV model collect about you? 

Who is it shared with?

•	 Can you turn off tracking and targeted advertisements 

on your Smart TV?

•	 Are you able to use any of the functions of the Smart TV 

if you decline the manufacturer’s terms and conditions?
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 45

TELEMARKETING AND UNWANTED MAIL

TELEMARKETING AND UNWANTED MAIL

Satellite

This service requires a dish that is mounted outside 

your home (service requires an unobstructed view of the 

satellite) and a receiver that is placed by your television. 

Satellite TV offers comparable channels to cable TV, and 

you can add a digital video recorder to record shows for 

viewing later. 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. One 

downside to satellite TV is occasional interference during 

periods of rain or snow. Find out if there are additional fees 

for the repositioning of a satellite dish due to bad weather, 

or for damages due to falling tree limbs.

Internet TV

If you have a high-speed Internet connection, you are 

already able to watch videos on your computer. There are 

also streaming services for online programming. Before you 

choose, find out:

•	 Is a set top box required to use the service? Does it 

include its own Wi-Fi connection?

•	 Do you pay a flat monthly fee or pay per each episode or 

movie you watch?

•	 Does the streaming service offer programs you want to 

see? Does the program catalog feature new releases?

•	 Are you more interested in movies, TV series or original 

programming? Not all streaming services provide all 

types of video content.

•	 What is the quality of the video?

TELEMARKETING AND UNWANTED 

MAIL

SHOP WITH A DIRECT SELLER

Direct sellers offer many unique and quality products at 

home parties or person-to-person. The Direct Selling 

Education Foundation recommends that you ask these 

questions to protect yourself before you buy:

•	 Is the company that the seller represents a member of 

the Direct Selling Association (DSA)? If so, do they have 

a copy of and adhere to DSA’s enforced Code of Ethics? 

The Code of Ethics is designed to protect you.

•	 When will your order be delivered?

•	 Can the seller explain the return policy or how to cancel 

an order?

•	 Does the seller have documentation for any claims he or 

she makes about products or services?

•	 How does the seller protect your credit card and 

personal information?

•	 Do you like and will you use the products? This is 

especially important before you sign up for an automatic 

monthly shipping program.

Contact the DSA for more information at www.dsa.org or 

www.directselling.org.

What can you do about the growing pile of unwanted mail in 

your mailbox and unwelcome telemarketers on your phone? 

Actually, there are several things 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.

•	 Opt-out of receiving unsolicited commercial mail from 

many national companies for three years. Visit www.

dmachoice.org to register. Use the services provided by 

the Direct Marketing Association (p. 136) to remove your 

name from most national telemarketing, mail, and email 

lists.

•	 If you would like to opt-out of credit and insurance offers, 

call the credit reporting agencies’ notification system at 

1-888-567-8688 or visit www.optoutprescreen.com (note: 

you will have to share your social security number).

•	 Under U.S. Postal Service (USPS) rules, it is illegal to 

send mail that looks like it is from a government agency 

when it is not. 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. 

103).

NATIONAL DO NOT CALL REGISTRY

The federal government’s Do Not Call Registry allows you 

to restrict telemarketing calls permanently 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 31 days, you 

can file a complaint using the same web page and toll free 

number. Contact your state’s consumer protection office (p. 

106) to find out if your state has its own Do Not Call (DNC) 

list and how you can add your number to it.
46 www.USA.gov To contact an organization, use the directory beginning on page 64 

TELEMARKETING AND UNWANTED MAIL

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.

Cell phone numbers can also be added to the Do Not Call 

Registry (www.donotcall.gov), but it is not necessary, since 

telemarketers are already forbidden to call them.

PRE-RECORDED MESSAGES

Pre-recorded sales calls or robocalls are illegal. Companies 

cannot transmit these messages or send text messages to 

consumers who have not agreed, in writing, to accept such 

messages. A company cannot contact you based on a prior 

business relationship. Pre-recorded calls may only be made 

to residential telephone numbers in the following cases:

•	 Emergency calls needed to ensure your health and safety.

•	 Calls that do not include any unsolicited advertisements.

•	 Calls by, or on behalf of, tax-exempt nonprofit 

organizations.

•	 Calls for which you have given prior consent.

If you receive pre-recorded telemarketing calls but have not 

agreed to get them, file a complaint with the FCC at 

www.donotcall.gov or by calling 1-888-225-5322. You should 

also be able to block robocalls on your landline or mobile 

phone.

TELEMARKETING SALES CALLS

The FTC Telemarketing Sales 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 are trying to sell.

•	 Disclose the total cost and other terms of sale before you 

make any payment for goods or services.

•	 Tell you if they do not 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 is illegal for telemarketers to:

•	 Misrepresent what they are offering.

•	 Call before 8 am or after 9 pm.

•	 Threaten, intimidate, or harass you, or call again if you 

ask them not to.

•	 Require you to pay with a money transfer service or 

a reloadable prepaid card, both of which are favored 

payment methods for scammers. 

This 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.

TELEMARKETING SCAMS

Be aware of these common signs of telemarketing scams:

•	 Someone calls and pressures you to make a purchase or 

donate to a fake charity.

•	 Someone calls you to confirm your account information, 

such as name, credit card numbers and passwords, but 

really steals your information.

•	 You are told you’ve won a prize or lottery, but you must 

pay a tax or fee to claim it.

Take steps to protect yourself:

•	 Register for the National Do Not Call Registry, at 

www.donotcall.gov, and your state’s do not call registry, 

if it has one. 

•	 Research a charity before you donate, using the Wise 

Giving Alliance, Charity Navigator, or Guidestar.

•	 Don’t share or verify your personal information with 

anyone you don’t know, especially if you didn’t initiate the 

call.

For more information or to file a complaint, contact:

•	 The Federal Communications Commission (p. 102)

•	 The Federal Trade Commission (p. 102)

•	 You state consumer protection office (p. 106)

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 email. Beware that certain 

types of businesses, including nonprofit organizations, 

investment brokers and advisors, and banks and financial 

institutions, are exempt from the rule.

The Federal Communications Commission also has the 

Telephone Consumer Protection Act to protect you from 

unwanted calls. Under this rule, you can revoke consent 

at any time, even if you previously agreed to receive calls 

from a company. Also, a company can’t limit your access to 

sales or offers, based on whether or not you agree to accept 

telemarketing calls. 

Some telemarketers advertise “free” trial offers to entice 

new customers. They may ask for your credit card number, 

when you agree to the free offer. But beware, these free 

trials often aren’t free. The seller may use the “free to 

pay” conversion tactic, where the free offer automatically 

converts to a monthly subscription for the product. You will 

be charged monthly for the items, and it can be difficult to 

cancel the subscription. Before you accept that free offer, 

ask if they automatically convert the trial to a paid service 

and how you can opt-out. Otherwise you could find yourself 

paying for items you don’t want. 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 47

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TRAVEL FEES

Fees are a common part of travel. While some fees are 

easy to understand, others have become more confusing, 

such as:

•	 Seat selection. You may pay a fee for the privilege of 

choosing your seat when you book your flight.

•	 Car rental. Beware of other costs, such as energy 

surcharges, concession fees, and facility fees.

•	 Resort. These fees give you access to fitness centers, 

golf courses, and other amenities. These may be charged 

to your account, whether or not you use them.

•	 Mini-bar. Some hotels charge you a restocking fee for 

replacing the items you purchased. 

•	 Valet parking. Some hotels advertise valet parking 

as if it is an optional service, but some hotels make it 

mandatory. 

•	 Carry-ons. Some airlines charge for carry-on bags.

•	 Wi-Fi. Does the hotel charge a fee for access to their 

Wi-Fi network? 

Before you book your travel, contact airlines, car rental 

companies, and hotels to get an explanation of fee policies. 

Also, when you check out or complete your rental, review 

your receipt carefully. Speak up if you have been charged 

for something that you don’t understand or services you 

didn’t purchase.

Whether reserving a hotel room, buying plane tickets, or 

making other travel arrangements, these tips will help you 

get the deal that best suits your needs:

•	 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. 

Confirm that you are booking your travel with a legitimate 

travel booking site, not a fake.

•	 Comparison shop. Determine the complete cost of the 

trip in dollars, including all service charges, baggage fees, 

taxes, and processing fees. 

•	 Beware of unusually cheap prices and freebies. 

These 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 have won a free vacation, ask whether you 

have to buy something in order to get it. Verify locations 

and amenities, especially if you are renting a private 

home.

•	 Ask about cancellation policies. Look into travel 

insurance for added protection (p. 33). Visit websites 

that offer pricing and policy information on plans from 

different companies.

•	 Insist on written confirmations. Ask for written proof 

of reservations, rates, and dates. 

•	 Ask for the total price. Some airlines may sell each item 

separately, so the advertised price is much less than what 

you have to actually pay.

•	 Pay by credit card. Paying by credit card gives you 

the right to dispute charges for services that were 

misrepresented or never delivered. Your credit card may 

also offer insurance for booked travel and car rentals.

•	 Do you have valid ID? The Transportation Security 

Administration requires you to have a secure state 

drivers’ license or identification card in order to fly. If 

your license doesn’t comply, you will have to present a 

passport to board a flight, even between two U.S. cities. 

Find out if your state license complies at www.dhs.gov/

real-id-enforcement-brief.

•	 Chip and PIN credit card. Do you have a credit card 

that uses embedded chip and PIN technology instead 

of a magnetic strip? If travelling internationally, you will 

probably need it, since magnetic strip credit cards are not 

accepted in some countries.

•	 Car rental. Are you renting a car? See “Renting” on page 

12 to know your rights.

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 consumer 

protection agency (p. 106) to find out about your rights and 

how to file complaints. 
48 www.USA.gov To contact an organization, use the directory beginning on page 64 

RESOLVE AIR TRAVEL 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 next earliest flight possible to your destination, at no 

additional charge. If you are able to find another flight on 

another airline, ask the first airline to endorse your ticket to 

the other carrier. This could save you from a fare increase, 

but there is no rule requiring the airline to do so.

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, lodging, or a phone call. Contrary to what 

many people believe, airlines are not required to do so.

Delayed or Damaged Bags

If your bags are not 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 bags 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 is found.

Some airlines will give you money to purchase a few 

necessities. If they do not provide you with cash, ask what 

TRAVEL

types of articles are reimbursable and keep all receipts.

If a suitcase arrives damaged, the airline may pay for repairs 

if you file a claim immediately (before you leave the airport). 

If an item cannot be fixed, the airline will negotiate to pay 

you its depreciated value. The same is true for belongings 

packed inside a suitcase. However, 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.

BEWARE: JUICE JACKING

Public charging kiosks in airports and train stations let 

you charge your phone while you are on the go. These 

charging stations are convenient 

for travellers who need some 

“juice”, or extra battery power, for 

their mobile phones. 

Beware: these charging stations 

can threaten the security of your 

mobile phone. The same USB cord 

you use to connect your phone to 

the kiosk is also used to transfer 

and sync files. If a hacker tampers 

with the kiosk, they can steal, 

or “jack” passwords, contacts 

and credit card numbers while you charge your 

phone. These kiosks could also allow malware to be 

transferred onto your mobile phone. 

If you must charge your phone while traveling, plug your 

phone into a wall outlet, or turn your phone completely 

off before you plug it into the charging kiosk.

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 this information (on the website and/ 

or at the ticket counter) that explains the limit. According to 

the Department of Transportation (www.dot.gov/briefingroom/news-digest-75), the maximum an airline pays on lost 

bags and their contents is limited to $3,400 per passenger 

on domestic flights, and approximately $1,500 per 

passenger for baggage on international flights. See www.

thetravelinsider.info/travelaccessories/lostbaggagerights.

htm for more information on maximum liability, including 

special rates that change daily.

If the airline’s offer does not cover your loss fully, check your 

homeowner’s or renter’s insurance to see whether 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 are carrying more than 

the liability limits, you may want to ask about purchasing 

“excess valuation” insurance from the airline when you 

check in. 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
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 49

 are bumped may depend on when you officially checked 

in for your flight, so check-in 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.

Passengers who are bumped involuntarily on most flights 

within the United States, and on outbound international 

flights 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. 

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 able to get you to your final 

destination within two hours of your original arrival time, 

there is no monetary compensation. If that is not possible, 

the airline must pay you an amount equal to 200% of your 

one-way fare, with a maximum of $650. 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.

CRUISES

Taking a cruise can be a fun way to travel and enjoy an allinclusive vacation. Before you sail, you should know that 

your ticket is also a binding contractual agreement between 

you and the cruise ship company, so it is important to read 

all of the terms and conditions in the ticket contract. You 

must agree to the terms, exactly as they are written, or you 

cannot take the cruise. Before you book tickets on a cruise, 

research the company and the ship’s history. 

Some things to look out for when reading the contract:

•	 Cancellation policy. Some cruises require you to cancel 

50 or more days in advance of the departure date. What 

are your rights if you have to cancel your trip? How far in 

advance do you have to cancel in order to get a refund? 

Will it be a partial or a full refund? 

•	 Understand your legal rights. Your contract may limit 

your ability to sue the company or specify the time frame 

and location where a court case must be filed.

•	 Itinerary changes. The itinerary and ports of call can be 

changed at the captain’s discretion. 

•	 Refunds. Are you able to get a refund in certain 

situations? If so, what portion of the cruise price will be 

refunded?

Visit www.dot.gov/mission/safety/passenger-cruise-shipinformation for more cruise safety resources.

TRAVEL SAFETY

Several federal agencies offer advice and information on 

the Internet or mobile apps 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. 100) 

at www.transportation.gov to look up crash-safety reports 

on cars and road conditions. Find out how weather is 

affecting air travel at www.fly.faa.gov and www.faa.gov/

passengers.

•	 Safe travel by air, land, and sea: Refer to the 

Transportation Security Administration (p. 97) at 

www.tsa.gov/travel. This site posts tips on dealing with 

airline security checks, traveling with kids, and warnings 

on prohibited items. 

•	 International travel: Before travelling internationally, 

enroll in the Smart Travel Enrollment Program (STEP) to 

get updates about the country you will be visiting. Visit 

www.state.gov/travel to get warnings on locations to 

avoid, and tips on what to do in an overseas emergency. 

•	 Health-related travel information: Consult the Centers 

for Disease Control and Prevention (p. 95) at 

www.cdc.gov/travel. Research vaccination requirements, 

find information on how to avoid illnesses caused by food 

and water, and review sanitation inspection scores on 

specific cruise ships.

TRAVEL SCAMS

Be aware of these common signs of travel scams:

•	 Phone calls or emails that say you have “won” a free 

vacation, but must pay a service fee in order to claim it.

•	 Scammers call selling fake vacation packages, putting 

pressure on you to “act now” to get a very low price.

•	 You qualify for travel at a low price, but find out about 

additional fees or requirements to book a second trip at a 

higher price.

•	 You prepay for a vacation package, but when it is time to 

travel, the reservation doesn’t exist.

Take steps to protect yourself:

•	 Don’t pay for “free” vacation prizes. 

•	 Ask questions before buying vacation packages, 

including cancellation policies and reservation numbers.

•	 Verify ticket numbers with the airlines, cruiselines, and 

hotels, not just the reservation with the travel agency.

•	 Don’t give in to pressure to buy now. Do your research 

beforehand. 

•	 Use credit cards to book travel, so that you can dispute 

charges for services you didn’t receive.

For more information or to file a complaint, contact:

•	 The Federal Trade Commission (p. 102)

•	 Your state consumer protection office (p. 106)

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50 www.USA.gov To contact an organization, use the directory beginning on page 64 

UTILITIES

UTILITIES

HEATING YOUR HOME WITH OIL

Heating your home with oil, instead of electricity, is 

common for many consumers. If you heat your home with 

oil, you have to choose an oil provider, a pricing system, 

and a service plan. 

Comparison shop each year among local providers to get 

the best pricing and services you need. When you shop for 

a home heating oil provider, ask:

How is the oil priced per gallon?

•	 Fixed rate. You pay the same price throughout the 

season

•	 Market rate. You pay whatever the rate is on the day 

your oil is delivered.

•	 Capped rate. Your price can vary, but can’t exceed a set 

price. 

What are your payment options?

•	 Prepay. You pay for all the oil you need for the winter 

before the season starts. Visit www.eia.gov to help you 

estimate the amount of fuel you’ll need.

•	 Cash on Delivery (C.O.D.). You pay for your oil upon 

delivery.

What type of oil provider do you need?

•	 Full service. The company sells oil and offers a service 

contract. Additional services can include automatic 

delivery, 24 hour emergency service, equipment 

maintenance, and installation of new equipment.

•	 Discount companies. The company only delivers oil, 

usually on a C.O.D. basis. 

You should also find out the length of the contract term. It 

can last for a set number of months, or end on a specific 

date, regardless of the length of time. 

Be sure that the oil provider and it’s technicians are 

fully certified, insured, and registered with your state’s 

department of consumer protection or utility commission.

For more information, contact your state consumer 

protection agency (p. 106) or utility commission (p. 131).

UTILITY SCAMS

Be alert to these common signs of utility scams:

•	 A company switches your utility provider without your 

permission. 

•	 You receive a call claiming that your service will be cut 

off unless you pay immediately, using a prepaid debit 

card or wire transfer, (similar to paying with cash that 

can’t be retrieved).

Take steps to protect yourself:

•	 Review your utility bills, including the name of the service 

provider.

•	 Don’t give in to pressure to pay a utility bill that specifies 

you must pay in cash or by money wire. 

•	 Verify your account status with your utility company, 

using contact information on a regular bill.

For more information or to file a complaint, contact:

•	 The Federal Trade Commission (p. 102)

•	 Your state utility commission (p. 131)

In many states, consumers can choose their telephone 

and energy service provider. Contact your state utility 

commission (p. 131) to find out whether you have a choice. 

Some commissions will provide a list of service providers 

and advice on making a choice, and most state utility 

commissions will take any complaints you have concerning 

utility sales and service.

STARTING UTILITY SERVICE

When you move into a new home or apartment, you may 

also be required to have the utility services (electricity, gas, 

water, waste removal, and cable) started in your name. Your 

city or county government may handle some services, such 

as water, sewer, and garbage collection. If you live in an 

apartment or are leasing a house from a homeowner, the 

landlord may handle this for you, but that is not required. 

Notify the utility provider in advance of the date you need 

service to start. If you are moving, remember to have service 

turned off at your old address. 

Each company may require you to pay a fee to start service. 

You may also be required to pay a deposit or allow the 

company to check your credit to establish service at your 

home. If any of these companies fails to meet its service 

requirements, file a complaint with the company. If that does 

not work, contact your state utility commission (p. 131). 

In addition to your actual service, you may have other fees 

on your bill, such as administrative fees, public surcharges, 

or local taxes. Contact the service provider if you see 

charges you do not understand or did not authorize, or if 
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WILLS AND FUNERALS

WILLS AND FUNERALS

you have difficulty making timely payments.

If you have difficulty paying your bills, especially for 

electricity or gas, help is available. Contact the company 

to find out if it has a program in place to help consumers. 

Also, your state’s utility commission (p. 131) may sponsor 

a program to either reduce your bill or make your payments 

based on a set amount of your income each month. 

Programs like these from utility companies and local 

government are usually based on your income. You may 

also consider applying for help through the Low Income 

Home Energy Assistance Program (LIHEAP). The benefits 

vary from state to state. Visit www.acf.hhs.gov/programs/

ocs/programs/liheap or call 1-866-674-6327 for more 

information.

WILLS AND FUNERALS

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.

As you make plans for the end of life, it is important to share 

details with family ahead of time. You should make sure you 

know whose names are on accounts with you, so that they 

can have access to them after your death. Also, if you have 

a reverse mortgage on your home, the entire amount of the 

loan will be due once you die. That could be a huge surprise 

for the person inheriting your home. If you are married, 

make sure your spouse knows how to access your accounts 

so that they can function financially. You may also choose to 

have a durable financial power of attorney. This person can 

manage your finances if you are unable to do so.

WRITE A DIGITAL ASSET PLAN

More and more, the things you buy and own are intangible 

items, like digital books, music, and photos stored online. 

You may have online accounts with retailers, financial 

institutions, or digital media subscriptions for streaming 

TV and movies. In addition, some things are stored by 

companies on your behalf, like social media profiles, email 

accounts, airline frequent flyer miles, and credit card 

reward points. 

What happens to these assets once you die? You should 

consider creating a digital asset plan. This document 

explains how you would like these assets and online 

accounts to be handled. You should appoint someone 

you trust as an digital asset executor. This person 

will be responsible for closing your online accounts, 

subscriptions, social media profiles, and handling all of 

your electronic assets after you are deceased. Take these 

steps to help you write a digital asset plan:

•	 Review the terms and conditions of each company where 

you have digital assets and profiles to know their policies 

when a customer dies.

•	 State how you would like your profiles to be handled. You 

may want to cancel your accounts or profiles completely 

or keep it open for friends and family to use.

•	 Include a list of all the companies where you have digital 

accounts, along with your usernames and passwords 

with your will.

•	 If the account is for a fee-based service, include the 

credit card or bank account numbers that are used to 

pay for the service so that the executor can contact the 

companies to stop the charges.

•	 Stipulate in your will that the executor of your digital 

asset plan should have a copy of your death certificate. 

He or she may need this as proof for websites and 

service providers to take any actions on your behalf.

•	 Check to see if the companies have account 

management features that let you assign access to 

friends and family, ahead of time.

WILLS

A will is a 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. If you do not 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. When writing your will, remember:

•	 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. For it 

to be valid, it must be signed in the presence of at least 

two witnesses.
52 www.USA.gov To contact an organization, use the directory beginning on page 64 

WILLS AND FUNERALS

•	 A financial will and testament will always supersede a last 

will and testament when bestowing financial assets.

It may help to get legal advice when writing a will, 

particularly when it comes to understanding all of the 

rules of the estate disposition process in your state. For 

information about legal issues, see page 62. Some states, 

for instance, have community property laws that entitle your 

surviving spouse to keep at least half of your wealth after 

you die, no matter what percentage you leave him or her in 

your will. Fees for the execution of a will vary according to 

its complexity.

Choose an Executor 

An executor is the person who is responsible for settling 

the estate after your 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 importantly, the executor is legally obligated to act in 

the interests of the deceased, following the wishes stated in 

the will. Here again, it can 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 has not 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 is often a good idea to ask 

the person if he or she is willing to serve.

If you have 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.

Beneficiaries

As you write your will, you need to decide who you want 

to inherit your assets to ensure that your possessions are 

dispersed as you want. Primary beneficiaries are your first 

choice to receive your assets. You should also consider 

choosing secondary or contingent beneficiaries. If your 

primary beneficiary dies before you do or does not meet 

a condition (ex. age) for inheritance, your secondary 

beneficiaries will receive your assets. Designating a 

secondary beneficiary can also prevent going through 

probate, which can be time consuming and expensive. Use 

specific names, instead of broad categories like “nieces and 

nephews”, when naming beneficiaries in your will.

You should also add primary and secondary beneficiaries 

on your individual bank accounts, the deeds to your homes 

and cars, contents of your safe deposit boxes, investments, 

and insurance policies to make it easier to transfer the 

assets. 

Remember that giving someone power of attorney does not 

automatically make this person a beneficiary of your assets. 

After you die, this person will not have the right to the 

money or even the right to access your account. If you want 

this person to be a beneficiary, you must state it in your will.

TRUSTS

A trust is a legal document that states how you, the grantor, 

want your assets and possessions to be managed and 

distributed to your beneficiaries. 

A living trust (inter vivos) is one that a grantor sets up 

while still alive, while an after-death trust (testamentary) is 

usually established by a will after your death. Living trusts 

can be irrevocable (can’t be changed) or revocable (can be 

changed). The most common type of trust is the revocable 

living trust.

Any person who owns assets can create a trust. However, it 

does take time to set up a trust, and requires documentation 

to transfer your personal assets, bank accounts, deeds, 

and investments to the trust. It is recommended that you 

work with an estate attorney or financial planner to create 

the trust. Find out the licensing requirements with your 

state’s Bar or securities administrator or other regulatory 

offices. Be wary of pitches for creating a living trust from a 

salesperson; they could be a scam.

Some common reasons for setting up a trust include:

•	 Providing for minor children or family members who are 

inexperienced or unable to handle financial matters.

•	 Arranging for management of personal assets should 

one become unable to handle them yourself.

•	 Avoiding probate and immediately transferring assets to 

beneficiaries upon death.

•	 Reducing estate taxes and providing money to pay for 

them.

•	 Maintaining your privacy. The terms of a trust are not 

public record, unlike wills.

The costs to set up a trust can vary, depending on its 

complexity and the assets that have to be managed in the 

trust. 

Role of a Trustee

A trustee is the person(s) or company that you choose to 

oversee your trust. The trust establishes who the trustee 

is, and states the guiding principles that the trustee should 

adhere to in managing the trust. The trust can be a spouse, 

partner, family member, financial professional or a bank’s 

trust department. 

The trustee is responsible for managing the assets in the 

trust, even while you are alive but are physically or mentally 

incapacitated. Upon your death, the trustee gathers 

your assets, pays any outstanding expenses, debts, and 

taxes, and then distributes the remaining assets to your 

beneficiaries.

FUNERALS

One of the largest expenses many consumers will face is 

arranging for a funeral. Extras such as flowers, obituary 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 53

notices, cards, and limousines can add to the cost. 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 and may take advantage of clients by insisting on 

unnecessary services and overcharging consumers. The 

Funeral Rule is a federal 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. 

You have the right to buy the individual products and 

services you prefer. As outlined by the Funeral Rule:

•	 The funeral provider must state this “Rule” in writing on 

the general price list.

•	 You have the right to choose the funeral goods and 

services you want (with some exceptions).

•	 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 urns available.

•	 When prepaying for funeral services, do not agree to 

give the check from the life insurance company directly to 

the funeral home. You are paying for specific goods and 

services, and signing over the life insurance check might 

result in a significant overpayment for services rendered.

Visit www.consumer.ftc.gov/articles/0070-shoppingfuneral-services for more information about the Funeral 

Rule.

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 the process 

easier. Comparison shopping, either in person or by phone, 

can save you money and is much easier when done in 

advance. Visit www.funerals.org to learn more about how to 

select a funeral home and research its history. 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 is best 

to try to resolve it first with the funeral home director. If 

you are dissatisfied, the Funeral Consumers Alliance (p. 

105) may be able to advise you on how best to resolve your 

issue. You can also contact your state or local consumer 

protection agency (p. 102) 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.

WILL AND FUNERAL SCAMS

Be aware of these common signs of will and funeral scams:

•	 You are told that you must buy all services and burial 

materials as part of a package.

•	 You agree to prepay for funeral and burial services, but 

the company that you pay to handle it uses your money 

for other purposes instead.

•	 Aggressive sales tactics to get you to prepay for your 

burial, sell you trusts, or write your will.

Take steps to protect yourself:

•	 Research and interview several service providers. 

•	 Get price lists, so that you can make comparisons.

•	 Read the contract before you sign and get all promises in 

writing. Don’t leave blank spaces.

For more information or to file a complaint, contact:

•	 The Federal Trade Commission (p. 102)

•	 Your state consumer protection office (p. 106)

Prepaying

Millions of Americans have entered into contracts to 

prearrange their funerals and prepay some or all of the 

expenses involved. Various states have laws to help ensure 

that these advance payments are available to pay for the 

funeral products and services when they are needed; 

however, protections vary widely from state to state. Some 

state laws require the funeral home or cemetery to place a 

percentage of the prepayment in a state-regulated trust or 

to purchase a life insurance policy with the death benefits 

assigned to the funeral home or cemetery. For a list of 

questions to consider before prepaying for a funeral, visit 

www.consumer.ftc.gov/articles/0305-planning-your-ownfuneral.

WILLS AND FUNERALS

WILLS AND FUNERALS
54 www.USA.gov To contact an organization, use the directory beginning on page 64. 

PART II: KEY INFORMATION RESOURCES

KEY INFORMATION RESOURCES

USAGov

USAGov is a federal program that guides you to tips 

and tools in English and Spanish from hundreds of 

government agencies, departments, and programs. 

USAGov makes it easier for you to find answers you can 

trust about government information and services. USAGov 

offers information through the websites USA.gov and

GobiernoUSA.gov (in Spanish). Order print publications 

at Publications.USA.gov. You can also get answers to your 

government questions by telephone at 1-844-872-4681, 

email, or chat.

Center for the Study of Services

Evaluates quality and price for local services in major 

metropolitan areas. Visit www.checkbook.org or see page 104.

Consumer Reports

Researches and tests goods and services such as 

automobiles, appliances, food, clothing, luggage, and 

insurance. Visit www.consumerreports.org or see page 104.

Consumer World

A public service website with links to hundreds of 

consumer resources, corporations, and government 

agencies. Visit www.consumerworld.org.

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 or see page 93.

Libraries

Publications from 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 websites: 

•	 www.disasterassistance.gov

•	 www.fema.gov

•	 www.ready.gov

•	 www.redcross.org

Visit www.ready.gov/financial-preparedness to get 

resources to help you make a pre-disaster financial plan. It 

is also helpful to have a home inventory of your belongings. 

In case of a disaster, make certain that you have your ID, 

cash, debit and credit cards, and a list of your account 

numbers and insurance policy numbers. 

The Department of Housing and Urban Development’s 

(HUD) Office of Lead Hazard Control and Healthy Homes 

offers a Disaster Recovery Toolkit. This kit provides tips 

to make your home safe to live in after a fire, flood, or 

other nature disaster. Learn how to save and clean your 

possessions and rebuild stronger to prevent damages in 

the future. Visit www.hud.gov/healthyhomes to get the 

disaster recovery toolkit and download the app on your 

mobile device.

SERVICES AND RESOURCES FOR PERSONS 

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 may 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 1-800-877-8339. 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 a speech impairment and use a TTY, 

may receive operator and directory assistance for calls by 

dialing 1-800-855-1155. Check the introductory pages of 

your local telephone directory for additional TTY services.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 55

KEY INFORMATION RESOURCES

FOR PERSONS WITH DISABILITIES

These programs and services offer help and support to 

persons with disabilities.

Department of Education

Provides training and information to parents of disabled 

children and to people who work with them. See page 94 or 

visit www.ed.gov.

Department of Housing and Urban Development

Protects the housing rights of people with disabilities, and 

the responsibilities of housing providers and building and 

design professionals. Visit www.hud.gov/offices/fheo/

disabilities or see page 98.

Disability.gov

This website from the federal government provides 

information on disability programs and services. The 

site connects people with disabilities, their families and 

caregivers to helpful resources on topics such as how to 

apply for benefits, find a job, get health care, and pay for 

accessible housing.

National Council on Disability

A federal agency with the mission to improve the quality of 

life for Americans with disabilities and their families. Visit 

www.ncd.gov.

National Disability Rights Network

Provides legal based advocacy services for people with 

disabilities. Visit www.ndrn.org.

National Library Service for the Blind and Physically 

Handicapped

Administers a free loan service of recorded and Braille 

books and magazines, music scores in Braille and large 

print, plus specially designed playback equipment. Visit 

www.loc.gov/nls.

FOR MILITARY PERSONNEL

Today’s military families face many common consumer 

challenges as well as the additional stress associated with 

frequent moves and separation. To ease such difficulties,

Family Centers, along with the other programs described in 

this section, 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. Family 

Centers link people with appropriate services available 

in the local community and/or through state and federal 

assistance programs in health and human services, school 

systems, employment assistance, law enforcement, and 

recreation. 

Air Force Community Readiness and Family Support

Airman and Family Readiness Centers (A&FRC) are 

located on every Air Force Installation and offer a wealth 

of resources to airmen and their families. They provide 

consultations on topics such as financial management, 

transition assistance, spouse employment, readiness, 

deployment, family life, and relocation assistance.

RESOURCES FOR MILITARY FAMILIES

Check with family readiness centers on your installation 

to get access to financial help. The Consumer Financial 

Protection Bureau’s Office of Servicemember Affairs 

offers resources to plan your financial future and prevent 

being a victim of fraud at www.consumerfinance.gov/

servicemembers. The Federal Trade Commission offers 

information about consumer issues that affect service 

members at www.consumer.ftc.gov/features/feature-0009-

military-families. The Better Business Bureau also offers 

consumer education and advocacy through their Military 

Line at www.bbbmarketplacetrust.org/category/291048/

military-and-veterans. File complaints about scams with 

the FTC (p. 102). Contact the CFPB (p. 93) for complaints 

about financial products.

ACCESS TO THE SHARING ECONOMY

Some industries, such as car and home-sharing services, 

purchased only through apps, may not be required to 

follow the Americans with Disabilities Act. They may be 

exempt if they are a technology company that contracts 

out the actual work, like driving and hosting, to private 

individuals. 

Before ordering services from these companies, find out 

if the service can accommodate wheelchairs, walkers, 

or service animals. If possible, contact the individual 

providing the service or a hotline to inform him or her of 

your needs. Visit www.ada.gov for more information about 

your rights under the Americans with Disabilities Act.

KEY INFORMATION RESOURCES
56 www.USA.gov To contact an organization, use the directory beginning on page 64. 

Fleet and Family Support Programs

www.ffsp.navy.mil

The Fleet and Family Support Program 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. 

Marine Corps Community Services (MCCS)

www.usmc-mccs.org

The Personal and Family Readiness Division provides 

a number of Marine Corps personnel service programs, 

including casualty assistance, DEERS dependency 

determination, voting assistance, postal services, and 

personal claims.

U.S. Army Family and Morale, Welfare and Recreation

www.armymwr.com

This office provides support to Army personnel and 

families, including resources to strengthen home and family 

life, finances, employment, and other key resources.

U.S. Coast Guard

www.uscg.mil

The U.S. Coast Guard offers key resources, including core 

BEWARE: FRAUDS AGAINST SERVICEMEN

Servicemembers, especially new enlistees, are appealing 

targets for scammers. They receive a steady paycheck, 

plus reenlistment bonuses and deployment pay. In 

addition, military families move frequently and do not 

know which sellers to avoid. Scam artists also know that 

military personnel are required to keep their finances in 

good shape and may be more likely to pay a fake debt to 

keep their finances in good standing.

Take steps to protect yourself and your finances:

•	 Be wary of sellers or “investment professionals” that 

use their connection to the military to make a sale. 

See “Beware: Affinity Fraud” (p. 35).

•	 Protect yourself from identity theft by changing your 

mailing address when you are restationed. 

•	 Contact the credit reporting agencies (p. 15) to place 

an active duty alert on your accounts. This limits 

the ability of ID thieves to apply for credit while a 

servicemember is deployed.

•	 Know your rights. The Servicemember Civil Relief 

Act extends consumers rights to service personnel; 

there is added protection from default judgements as 

well as the ability to cancel contracts and leases. Visit 

www.dmdc.osd.mil/appj/scra for more information.

BEWARE: FOR-PROFIT SCHOOLS

As a servicemember or veteran, you can receive GI 

bill benefits to finance a college education or career 

training. You may decide to use this benefit at a forprofit school. Be careful: recruiters at for-profit schools 

may overstate the quality of job offers or mislead you 

about your ability to transfer credits to other colleges. 

Several for-profits have closed recently, leaving 

students unable to complete their degree program. 

If you used your GI bill allowance to attend school, 

the amount of money you spent at the school can’t 

be recovered, and the credits probably won’t be 

transferable. You could also lose your GI bill housing 

and living expense allowances.

If you are thinking about going to a for-profit school:

•	 Read the VA’s publication to help you chose a school 

at www.benefits.va.gov/gibill/docs/factsheets/

Choosing_a_School.pdf.

•	 Check out complaints filed against the school at 

www.vets.gov/gi-bill-comparison-tool. 

•	 Read the contract before you sign. Do you have the 

right to cancel at any point? 

•	 Ask what happens if the school closes down.

Contact the Department of Veterans Affairs (p. 101) or 

Federal Trade Commission (p. 102) if a for-profit school 

has deceived you or misused your GI bill allowance.

publications, career information and related news. It also 

covers background about its mission, community services, 

history, photos, and reports.

FedsHireVets

Veterans Employment Program Office

U.S. Office of Personnel Management

1900 E St., NW

Washington, DC 20415

Phone: 202-606-7304

www.fedshirevets.gov

FedsHireVets is a one-stop resource for federal veteran 

employment information. 

Military OneSource

Phone: 1-800-342-9647

www.militaryonesource.mil 

Military OneSource is a comprehensive resource for military 

members and their families, relating to nearly every aspect 

of personal and professional life. Topics include health 

and wellness, finances, family matters, and resiliency. The 

website features blogs, discussion boards, and podcasts.

KEY INFORMATION RESOURCES
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 57

KEY INFORMATION RESOURCES

Commissaries and Exchanges

Consumers who have a question about, or problem with, 

a military commissary or exchange should contact the 

local manager before contacting the regional office. If your 

problem is not resolved at the local level, write to or call the 

regional office nearest you. 

eBenefits National Resource Directory

www.nationalresourcedirectory.gov

The National Resource Directory is a partnership of the 

Departments of Defense and Veterans Affairs. This online 

directory connects service members and veterans with 

resources to benefit them and their families.

SaveandInvest.org

www.saveandinvest.org/military

Whether on base or deployed overseas, it is crucial that 

military personnel have access to financial education 

resources that enable them to make prudent saving and 

investing decisions for themselves and their families. This 

site offers online and on-the-ground training to support 

military personnel at key financial milestones.

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 military-related 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, 

National Cemetery Administration (p. 101) at 

www.cem.va.gov.

FOR SENIORS

Today’s seniors face many consumer challenges. They have 

to make complicated decisions about finances, retirement, 

and healthcare. 

In addition, seniors must stay on the alert for the latest 

scams and frauds. They typically have a retirement “nest 

egg,” own equity in their homes that can be converted to 

cash, and have excellent credit. As seniors are considered 

as trusting and polite, scam artists take advantage of this, 

knowing older individuals might find it difficult to just say 

“no.” Finally, seniors are especially vulnerable to ID theft, 

as they frequently share their personal information (SSN, 

Medicare numbers) with doctors’ offices, caregivers, 

financial advisors, and other support professionals.

To ease these difficulties, the resources described here 

provide help and support to seniors. 

Spending and Money Management

Sticking to a budget can be hard – especially if you are on a 

fixed income. You can get help planning your expenses, and 

learn how to reduce your costs.

•	 HUD Housing Counseling – Get help locating housing, 

and choosing the best option when buying, selling, or 

financing a home. Call 1-800-569-4287 or visit www.hud.

gov/offices/hsg/sfh/hcc/hcs.cfm to locate a counseling 

agency in your community.

•	 MyMoney.gov – This website offers a collection of 

financial resources to help you throughout several life 

stages and major financial decisions.

•	 Money Smart for Older Adults – This guide from 

the Federal Deposit Insurance Corporation and the 

Consumer Financial Protection Bureau helps seniors 

avoid frauds and scams, work with caregivers, and be 

financially fit. Download an electronic version at files.

consumerfinance.gov/f/201306_cfpb_msoa-participantguide.pdf

BEWARE: FRAUDS AGAINST SENIORS

KEY INFORMATION RESOURCES

Common types of frauds against seniors include:

•	 Caregiver fraud - A staff member at a nursing home 

or a friend or family member that helps you steals 

money from your accounts or trusts that were set up 

to manage your expenses.

•	 Health care or health insurance fraud - involves 

seniors being billed for services or equipment they 

have never received. 

•	 Housing fraud - In reverse mortgage scams, 

scammers in real estate, financial services, and 

related companies attempt to steal the equity from the 

property of unsuspecting seniors. They may also not 

tell you about the responsibilities to repay the loan, as 

soon as you move out or are deceased.

•	 ID theft - Scam artists use seniors’ personal 

information to apply for loans, file taxes, get medical 

care, or make purchases.

•	 Funeral and cemetery fraud - When they are 

unfamiliar with the expenses of funeral services, 

seniors face the risk of paying unnecessary charges. 

•	 Telemarketing fraud - Scammers frequently 

attempt to cheat older individuals out of their money 

by selling bogus products and services over the 

phone.

•	 Investment schemes - As seniors plan for 

retirement, they may fall victim to advanced fee 

schemes, pyramid schemes, and other financial 

crimes.

•	 Internet fraud - Since web use has increased with 

seniors, they face a higher risk of scammers using 

email, online ads, pop ups, and search results to trick 

them into sending money and personal information.
58 www.USA.gov To contact an organization, use the directory beginning on page 64. 

•	 National Institute on Aging – Find resources for 

seniors to get help with food costs. You can learn how to 

plan a food budget, and figure out ways to save money 

when grocery shopping. Call 1-800-225-2225 or visit 

www.nia.nih.gov.

•	 Senior Farmers Market Nutrition Program – Run by 

state agencies, this program provides low-income seniors 

with coupons that can be exchanged for eligible foods 

at farmers markets, roadside stands, and communitysupported agriculture programs. Visit www.fns.usda.gov/

sfmnp/senior-farmers-market-nutrition-program-sfmnp

to find your state’s office.

•	 AARP (p. 104) – Resources and tips to help consumers, 

50 years and over, get discounts on daily life and major 

purchases. Call 1-888-687-2277 or visit www.aarp.org for 

more information.

Individual restaurants, retailers, and pharmacies offer 

discounts to seniors on their purchases. Your state may 

also offer a discount card for use at companies or specific 

types of services where you live. Contact the Department of 

Aging in your state for more information.

PROTECT YOURSELF FROM SCAMS

The best way to avoid becoming a victim of scammers is to 

be an informed consumer. Take the steps to better protect 

yourself and your money. 

•	 Don’t respond to unsolicited advertisements or calls. 

Stop telemarketing calls by signing up for the National 

Do Not Call Registry at www.donotcall.gov at 1-888-382-

1222.

•	 Opt-out of credit card offers. Call 1-888-567-8688 or go 

online to www.optoutprescreen.com (you will have to 

give your SSN). 

•	 Make sure any charities, sweepstakes, or raffles you 

give money to are legitimate. Call 1-877-829-5500 to get 

information about charities. Call 1-800-372-8347 for 

information about sweepstakes/mail fraud.

•	 Request your credit report. You are entitled to a free 

credit report once every 12 months from each of the three 

national credit bureaus. Call 1-877-322-8228 or visit 

www.annualcreditreport.com to get your report. Check 

for accounts you don’t recognize, suspicious charges, or 

unfamiliar addresses.

•	 Take your time. Don’t give in to high-pressure sales 

pitches, being rushed to participate or peer influence. 

Request written information, ask questions, and be 

sure you understand all the terms and conditions.

•	 Don’t disclose financial or personal information until 

you are confident of the legitimacy of the person.

•	 Research before you invest. Ask your attorney, 

accountant, financial advisor, or other licensed 

professional about the investment. Beware of any 

investment that promises or guarantees high profits, 

with little risk. (See “Beware: Affinity Fraud,” page 35). 

Also, discuss options with friends and family.

KEY INFORMATION RESOURCES

Saving & Investing

Knowing how to safely save and invest can make a big 

difference in your retirement years. Protect your hardearned money and make the most of it. 

•	 Office of Financial Protection for Older Americans

– This office at the Consumer Financial Protection 

Bureau (p. 93) gives seniors information and tools to 

safely navigate financial decisions. Explore resources 

and tools for preventing others from taking your savings, 

understanding financial options after the loss of a loved 

one, and learning about your financial options later in 

life. This office also offers publications for financial 

caregivers, who are managing money for loved ones. Call 

1-855-411-2372 or visit www.consumerfinance.gov/olderamericans.

•	 Pension Benefit Guaranty Corporation (PBGC, 

p. 103) – PBGC insures most private sector defined 

pensions. Contact the PBGC if you had a defined pension 

through your employer, but you aren’t able to locate it or 

your pension plan failed. Call 1-800-400-7242 or visit www.

pbgc.gov to locate your benefits.

•	 Securities and Exchange Commission (SEC, p. 103) – 

This agency offers resources to help you invest safely and 

protect your investments from fraud. Call 1-800-732-0330 

or visit online at www.investor.gov/seniors.

•	 Social Security Administration (SSA, p. 103) – SSA 

offers a retirement planner to help you determine the 

right time to start collecting social security benefits. 

For more information on planning for retirement, family 

benefits, the difference between the Retirement Age and 

the Stop Work Age, and a step-by-step guide through the 

retirement process. Call 1-800-772-1213 or visit 

www.ssa.gov/planners/retire.

Health and Safety

Seniors are living longer and healthier lives than ever 

before, but unexpected accidents, illnesses, or injuries can 

quickly change your needs. It’s important to understand 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 59

FILE A COMPLAINT

and prepare for making those crucial legal, financial, and 

housing decisions.

•	 Aging.gov (p. 95) - Aging.gov is a comprehensive 

resource for healthy aging, covering a range of topics 

including Social Security benefits, long-term care, 

retirement planning and security, Medicare enrollment, 

and services available in your state. Call 1-877-696-6775 or 

visit www.aging.gov for more details.

•	 Eldercare Locator (p. 96) - The Eldercare Locator 

connects older Americans, their families, and caregivers 

with trustworthy services provided by local agencies, 

state, and community organizations to help older adults 

live independently and safely in their homes for as long as 

possible. Call 1-800-677-1116 or visit www.eldercare.gov

for more information.

•	 Longtermcare.gov – The website www.longtermcare.

gov helps you plan for the possibility of long-term care. It 

gives you time to learn about services in your community, 

and allows you to make important housing, health, legal, 

and financial decisions while you are still able. Review 

your Social Security, pension, and savings so you’re 

financially prepared for your future.

•	 Medicare – Medicare offers health insurance to seniors. 

Call 1-800-633-4227 or visit www.medicare.gov to learn 

more about the different plans.

•	 Senior Health – The website www.nihseniorhealth.gov

makes age-related health information from the National 

Institutes of Health easily accessible for older adults and 

caregivers. 

•	 Ready.gov - Ready.gov/seniors helps you prepare for a 

natural disaster or emergency. Get information to make 

sure that you still receive federal benefits, shelter, and any 

medical attention you may need. REPORT FRAUDS TARGETING SENIORS

One of the biggest problems seniors face is knowing 

where to report scams and frauds. Reporting scams and 

frauds can help agencies stop companies from acting 

unfairly and prevent others from becoming victims. Know 

which agency to contact, based on the type of fraud. 

•	 Identity theft - Contact the Federal Trade Commission 

at 1-877-382-4357 or online at 

www.ftccomplaintassistant.gov.

•	 Medicare - Report fraud and abuse of Health and 

Human Services programs to the Office of Inspector 

General at 1-800-447-8477 or online at 

www.oig.hhs.gov/fraud/report-fraud.

•	 Housing - Report housing related complaints to the 

U.S. Department of Housing and Urban Development 

at 1-800-669-9777 or online at portal.hud.gov/hudportal/

HUD?src=/complaints_home.

•	 Internet - File complaints about Internet-based frauds 

with the Internet Crime Complaint Center (IC3) online at 

www.ic3.gov. 

•	 Investment - Contact the Securities and Exchange 

Commission (SEC) Center at 1-800-732-0330 or online 

at www.sec.gov/complaint.shtml. Contact the FINRA 

Senior hotline at 1-844-574-3577 if you have concerns 

about a brokerage account or investments.

•	 Financial Services – File a complaint with the 

Consumer Financial Protection Bureau about 

mortgages, auto and student loans, and other financial 

services by calling 1-855-411-2372 or visiting 

www.consumerfinance.gov/complaint.

•	 If you’re not sure where to file a complaint, contact 

the Senate Special Committee on Aging Fraud Hotline 

for issues ranging from retirement savings, identity 

theft, phone scams, Medicare, and Social Security at 

1-855-303-9470 or online at www.aging.senate.gov/fraudhotline or your state consumer protection office (p. 106). 

FILE A COMPLAINT

Even the savviest consumer has problems with a product 

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 cannot be fixed if no one knows it 

exists. Use the graphic on page 61 to learn the basic steps 

to file a consumer complaint.

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 local salesperson or representative. 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. You can often contact this division 

through a toll free number, postal mail, online form or 

contact information listed on the product label or warranty. 

PART III: FILE A COMPLAINT
60 www.USA.gov To contact an organization, use the directory beginning on page 64. 

SAMPLE COMPLAINT LETTER

Download a copy of the sample complaint letter at: www.usa.gov/complaint-letter

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/serviced) 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 if you would (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)

• name of 

product, 

serial/model number

• include date 

and place of 

purchase

• ask for 

specific action

• enclose copies 

of documents

Keep copies of all of your letters, emails, warranties, work orders, order confirmation numbers, 

receipts, owner’s manuals and related documents.

• describe the 

purchase

• state problem

• give history

• allow time 

for action

• state how you can be 

reached
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 61

FILE A COMPLAINT

If this is not the case:

•	 Check the Corporate Consumer Directory portion of this 

Handbook for the contact information of several hundred 

corporations (p. 72).

•	 Visit the company’s website and look for a “Contact Us”, 

“About Us”, Customer Service”, or “Privacy Policy” 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 corporate 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. ThomasNet, an online database of 

manufacturers, may be helpful.

•	 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. 60) 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 by 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. You should also keep a record of 

the dates and times of your contact.

•	 If you use a company’s online complaint form, print the 

screen or take a sceenshot before you click “submit” so 

that you have a record of your complaint.

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. 106). 

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. 119), insurance 

(p. 123), securities (p. 127), and utilities (p. 131) are regulated 

at the state level.

State and local licensing agencies. Doctors, lawyers, 

home improvement contractors, auto repair shops, realtors, 

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. 106) can help you identify the 

appropriate agency.

Better Business Bureau (p. 67). 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 “lemon law” 

disputes with automobile manufacturers through the BBB 

AUTO LINE program (p. 66).

Trade associations. Companies that sell or produce 

similar products or services often belong to an industry 

FILE A COMPLAINT
62 www.USA.gov To contact an organization, use the directory beginning on page 64. 

association that will help resolve problems between its 

members and consumers (p. 135).

National consumer organizations. Some of these 

organizations assist consumers with complaints (p. 104).

Media programs. Local newspapers, radio stations, 

and television stations often have action lines or hotline 

services that try to resolve consumer complaints they 

receive. Call for Action, Inc. (p. 104) is a nonprofit network 

of consumer hotlines that educate and assist individuals 

with consumer problems.

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 (p. 136) offers a 

program to resolve investment-related disputes. 

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 meet with the 

conciliator separately (not a group meeting). Request 

a copy of the rules of any program before deciding 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.

FILE A COMPLAINT

NON-DISPARAGEMENT CLAUSES

Have you ever posted a review of a company on a blog or 

social media, after a bad experience? Some companies 

add “non-disparagement clauses” to contracts. These 

clauses are meant to prevent customers posting negative 

comments about the company or its products or services. 

These clauses threaten financial penalties or legal action 

if you do so, even if the comments are true. Before you buy, 

or post that comment: 

•	 Read the contract and terms of service carefully, 

especially the fine print. Search for phrases like 

“negative review”, “comment policy”, or “nondisparagement”.

•	 Search for the company’s name on popular review 

websites. If you see some negative comments (and 

positive ones), you can know that the doesn’t engage in 

non-disparagement policies.

MANDATORY ARBITRATION

Mandatory arbitration clauses in contracts prevent you 

from filing a lawsuit against a company. These clauses are 

fairly common in automotive, credit card, and cell phone 

contracts. But now, they are appearing in the terms and 

conditions on websites, coupons, or corporate social 

media profiles. While arbitration can be less expensive, 

it is sometimes seen as unfair to make arbitration a 

requirement before a negative incident has happened or 

knowing how serious the problem is. Also, the decisions 

are binding, so you can’t appeal the decision, even if the 

company was severely negligent. 

Before you sign a contract or even use a website, read the 

contract or terms of service for mentions of “arbitration”, 

“binding arbitration” or “resolution programs”; This 

language is often in the fine print of the contract and can 

be easily missed. Also, note that some companies may 

let you opt-out of these clauses, if you do so within a set 

period of time..

SMALL CLAIMS COURT

Small claims courts resolve disputes over small amounts of 

money. Court procedures are generally simple, inexpensive, 

quick, and informal. Additionally court fees are minimal. 

You probably will not need a lawyer. 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. If the losing party refuses to follow the court’s 

decision, 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. 

Check your local telephone book under the municipal, 

county, or state government headings for small claims court 

offices. If you have more questions, the court’s clerk may be 

able to answer your questions. 

LEGAL HELP AND INFORMATION

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.americanbar.org (American Bar 

Association) and www.nolo.com can help you with answers 

to general legal questions.

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. Be sure the 

lawyer you are considering has experience in the area for 

which you are seeking help.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 63

FILE A COMPLAINT

Once you have identified some candidates:

•	 Call each attorney and describe your legal issue to find 

out whether they handle 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.

•	 Ask whether there are hourly charges, or if your attorney 

accepts a percentage of the settlement as a contingency 

fee. If the lawyer is paid by a contingency fee, then he or 

she will only receive a payment if they win your case.

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 Cannot 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 landlord-tenant relations, credit, utilities, 

family matters (for example, divorce and adoption), 

foreclosure, home equity fraud, Social Security benefits, 

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. 

•	 To find the Legal Aid office nearest to you, check a local 

telephone directory or contact:

National Legal Aid & Defender Association

1901 Pennsylvania Ave., NW Suite 500

Washington, DC 20006

Phone: 202-452-0620

www.nlada.org

•	 To find the Legal Services Corporation (LSC) office closest 

to you, check a local telephone directory or contact:

Legal Services Corporation Public Affairs

3333 K St., NW

Washington, DC 20007

Phone: 202-295-1500

www.lsc.gov

Free assistance may also be available from a local 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. 

REPORT FRAUD AND SAFETY HAZARDS

If you suspect a law has been violated, contact your local 

or state consumer protection agency (p. 106). This agency 

may take action or refer you to another state organization 

that has authority where you live. A local law enforcement 

officer may 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 or industry. 

If you suspect fraud, there are some additional steps to 

take:

•	 Report the fraud to the Federal Trade Commission (p. 

102).

•	 Report scams that use the mail or interstate delivery 

service to the U.S. Postal Inspection Service (p. 103). It is 

illegal to use the mail to misrepresent or steal money.

•	 Report scams that are Internet-based to the Internet 

Crime Complaint Center at www.ic3.gov.

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 health or 

safety hazard, report the problem to the appropriate federal 

agency:

•	 Animal Products. Food and Drug Administration 

(p. 96)

•	 Automobiles. National Highway Traffic Safety 

Administration (p. 100)

•	 Consumer Household Products. U.S. Consumer 

Product Safety Commission (p. 93)

•	 Drugs, Cosmetics, and Medical Devices. Food and 

Drug Administration (p. 96)

•	 Food. Food and Drug Administration (p. 96), U.S. 

Department of Agriculture (p. 93)

•	 Household Chemicals. Environmental Protection 

Agency (p. 101)

•	 Seafood. Food and Drug Administration (p. 96), U.S. 

Department of Commerce (p. 94)

•	 Toys, Baby Products, and Play Equipment. U.S. 

Consumer Product Safety Commission (p. 93)

FILE A COMPLAINT
64 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

PART IV: CONSUMER ASSISTANCE DIRECTORY

PART IV: Consumer Assistance Directory ................64

Automotive Manufacturers..........................................65

Automotive Dispute Resolution Programs......................... 66

Better Business Bureaus..............................................67

Corporate Consumer Contacts....................................72

Federal Agencies ..........................................................93

Commission on Civil Rights.................................................... 93

Consumer Financial Protection Bureau............................... 93

Consumer Product Safety Commission.............................. 93

Department of:

Agriculture............................................................................... 93

Commerce................................................................................ 94

Education.................................................................................. 94

Energy........................................................................................ 94

Health and Human Services................................................. 95

Homeland Security..................................................................97

Housing and Urban Development ...................................... 98

Interior....................................................................................... 99

Justice....................................................................................... 99

Labor.......................................................................................... 95

State......................................................................................... 100

Transportation....................................................................... 100

Treasury.................................................................................. 100

Veterans Affairs.....................................................................101

Environmental Protection Agency........................................101

Equal Employment Opportunity Commission....................101

Federal Communications Commission...............................102

Federal Deposit Insurance Corporation .............................102

Federal Maritime Commission ..............................................102

Federal Reserve System..........................................................102

Federal Trade Commission....................................................102

General Services Administration.........................................102

National Credit Union Administration.................................103

Office of Personnel Management.........................................103

Pension Benefit Guaranty Corporation...............................103

Securities and Exchange Commission ...............................103

Small Business Administration............................................103

Social Security Administration.............................................103

U.S. Commodity Futures Trading Commission.................103

U.S. Postal Service...................................................................103

National Consumer Organizations............................ 104

State, County, and City 

Consumer Protection Offices.................................... 106

State Banking Authorities ..........................................119

State Insurance Regulators........................................ 123

State Securities Administrators ................................ 127

State Utilities Commissions ...................................... 131

Trade & Professional Associations ........................... 135

Index............................................................................ 138

 SOCAP INTERNATIONAL 

Many of the companies listed in this Handbook are members of 

the Society of Consumer Affairs Professionals International 

(SOCAP). Formed in 1973, SOCAP is composed of over 2,000 

best-in-class customer care executives and professionals 

from over 100 brand name companies throughout the U.S. 

and Canada. SOCAP is committed to promoting customer 

care and engagement as competitive advantages. However, 

SOCAP International does not investigate or accept individual 

consumer complaints. SOCAP members are identified in the 

automotive and corporate directories by the SOCAP logo (see 

Key at right). For more information, contact SOCAP (p.133).

KEY:

 Email

t Provided financial support for the publication 

of the Consumer Action Handbook.

SOCAP International Member

TTY Numbers for people with hearing disabilities. 

For more information see the box on page 54.
 SOCAP International Member Consumer Action Handbook 65

AUTOMOTIVE MANUFACTURERS

AUTOMOTIVE

AUTOMOTIVE MANUFACTURERS

Contact Your Automotive Manufacturer

If you have a problem with a car you purchased from a local dealer, first try to 

work it out with the dealer. Contact the manufacturer’s regional or national 

office. Ask for the Consumer Affairs Office If the problem is not resolved. 

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 62 for an overview of dispute resolution programs.

A local or state consumer agency (p. 106) 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 (p. 11).

Acura

AUTOMOTIVE

1919 Torrance Blvd. 

Mail Stop 500-2N7E

Torrance, CA 90501

Toll free: 1-800-382-2238

: acr@ahm.acura.com

www.acura.com

Airstream, Inc.

419 West Pike St.

P.O. Box 629

Jackson Center, OH 45334-0629

1-877-596-6111

www.airstream.com

American Honda Motor Company, 

Inc. 

1919 Torrance Blvd. 

Mail Stop 500-2N-7A

Torrance, CA 90501

Toll free: 1-800-999-1009

www.honda.com

Audi of America, Inc.

3800 Hamlin Rd. 

Auburn Hills, MI 48326

Toll free: 1-800-822-2834

www.audiusa.com

BMW of North America, LLC

300 Chestnut Ridge Rd. 

Woodcliff Lake, NJ 07677

Toll free: 1-800-831-1117

: customerrelations@bmwusa.com

www.bmwusa.com

Buick

PO Box 33136 

Detroit, MI 48232-5136

Toll free: 1-800-521-7300

www.buick.com

Cadillac

PO Box 33169 

Detroit, MI 48232-5169

Toll free: 1-800-458-8006

www.cadillac.com

Chevrolet

PO Box 33136 

Detroit, MI 48323-5136

Toll free: 1-800-222-1020

www.chevrolet.com

Chrysler 

See: Fiat Chrysler Automobiles US, LLC

Toll free: 1-800-247-9753

www.chrysler.com

Dodge

See: Fiat Chrysler Automobiles US, LLC

Toll free: 1-800-423-6343

www.dodge.com

Fiat

See: Fiat Chrysler Automobiles US, LLC 

Toll free: 1-888-242-6342 

www.fiatusa.com

Fiat Chrysler Automobiles US, LLC

PO Box 21-8004 

Auburn Hills, MI 48321-8004

www.fcanorthamerica.com

Ford Motor Company 

PO Box 6248 

Dearborn, MI 48126

Toll free: 1-800-392-3673

TTY: 1-800-232-5952

www.ford.com

Forest River, Inc.

PO Box 3030

Elkhart, IN 46515-3030

Toll free: 1-866-837-6044

www.forestriverinc.com

GMC

PO Box 33172 

Detroit, MI 48232-5172

Toll free: 1-800-462-8782

www.gmc.com

Harley-Davidson

3700 W. Juneau Ave. 

Milwaukee, WI 53208

414-343-4056

Toll free: 1-800-258-2464

www.harley-davidson.com

Hyundai Motor America 

PO Box 20850 

Fountain Valley, CA 92728-0850

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.infinitiusa.com

Isuzu Motors America, LLC

1400 S. Douglass Rd., Suite 100 

Anaheim, CA 92806

714-935-9300

Toll free: 1-800-255-6727

www.isuzu.com

Jaguar 

Customer Relationship Center 

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll free: 1-800-452-4827

www.jaguarusa.com

Jeep

See: Fiat Chrysler Automobiles US, LLC 

Toll free: 1-877-426-5337

www.jeep.com/en

Kawasaki Motors Corporation, USA

PO Box 25252 

Santa Ana, CA 92799-5252

Toll free: 1-866-802-9381

www.kawasaki.com

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 

PO Box 2991 

Mail Drop L201

Torrance, CA 90509

Toll free: 1-800-255-3987

www.lexus.com
66 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Lincoln

See: Ford Motor Company 

Toll free: 1-800-521-4140

TTY: 1-800-232-5952

www.lincoln.com

Mazda North American Operations

PO Box 19734 

Irvine, CA 92623-9734

Toll free: 1-800-222-5500

: Mazdacustomerassistance@

mazdausa.com

www.mazdausa.com

Mercedes-Benz USA, LLC

3 Mercedes Dr. 

Montvale, NJ 07645

Toll free: 1-800-367-6372

www.mbusa.com

Mercury

PO Box 6128 

Dearborn, MI 48121

Toll free: 1-800-521-4140

www.mercuryvehicles.com

Mitsubishi Motors North America, 

Inc.

PO Box 6400 

Cypress, CA 90630-9998

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

PO Box 33171 

Detroit, MI 48232-5171

Toll free: 1-800-442-6537

: cac@oldsmobile.com

www.oldsmobile.com

Pontiac

See: GMC 

Toll free: 1-800-762-2737

: cac@pontiac.com

www.pontiac.com

Porsche Cars North America, Inc.

One Porsche Dr. 

Atlanta, GA 30354

Toll free: 1-800-767-7243

www.porsche.com/usa

Saturn

PO Box 33173 

Detroit, MI 48232-5173

Toll free: 1-800-553-6000

: cac@saturn.com

www.saturn.com

Smart USA

See: Mercedes-Benz USA, LLC 

Toll free: 1-800-762-7887

www.smartusa.com

Subaru of America, Inc. 

Subaru Plaza 

PO Box 6000

Cherry Hill, NJ 08034-6000

Toll free: 1-800-782-2783

www.subaru.com

Suzuki Motor of America, Inc.

PO Box 1100 

Brea, CA 92822

714-572-1490 (Motorcycle/ATV/Marine)

Toll free: 1-800-934-0934 (Automotive)

www.suzuki.com

Tesla Motors

3500 Deer Creek 

Palo Alto, CA 94304

Toll free: 1-877-798-3752

www.teslamotors.com

Toyota Motor Sales U.S.A., Inc. 

19001 S. Western Ave., Dept. WC 11

Torrance, CA 90501

Toll free: 1-800-331-4331

www.toyota.com

Volkswagen Group of 

America, Inc. 

3800 Hamlin Rd. 

Auburn Hills, MI 48326

Toll free: 1-800-822-8987

: VWCustomerCARE@vw.com

www.vw.com

Volvo Cars of North America

One Volvo Dr. PO Box 914

Rockleigh, NJ 07647

Toll free: 1-800-458-1552

www.volvocars.com

Winnebago Industries, Inc.

PO Box 152 

Forest City, IA 50436-0152

641-585-3535

Toll free: 1-800-537-1885

: or@winnebagoind.com

www.winnebagoind.com

Yamaha Motor Corporation

6555 Katella Ave. 

Cypress, CA 90630

Toll free: 1-800-962-7926 (Customer 

Relations)

Toll free: 1-800-252-5265 (Yamaha Card)

www.yamaha-motor.com

Automotive Dispute Resolution 

Programs

BBB AUTO LINE

Council of Better Business Bureaus, 

Inc. 

3033 Wilson Blvd., Suite 600

Arlington, VA 22201

703-276-0100

Toll free: 1-800-955-5100

www.bbb.org/autoline

The BBB AUTO LINE is a dispute 

resolution program for consumers with 

“lemon law” complaints. The program 

covers car warranty issues against 

participating manufacturers.

Consumer Financial Protection 

Bureau (CFPB)

PO Box 4503

Iowa City, IA 52244

Toll free: 1-855-411-2372

TTY: 1-855-729-2372

: info@consumerfinance.gov

www.consumerfinance.gov/

complaint

The CFPB supervises and accepts 

complaints related to the servicing of 

vehicle loans and problems that occur 

while shopping for a vehicle loan.

DOT Vehicle Safety Hotline

1200 New Jersey Ave., SE 

West Building

Washington, DC 20590

Toll free: 1-888-327-4236

www.nhtsa.gov/Contact

Contact the DOT Vehicle Safety Hotline 

to report safety defects in vehicles, tires, 

and child safety seats. 

National Center for Dispute 

Settlement (NCDS)

12900 Hall Rd., Suite 401 

Sterling Heights, MI 48313

586-226-2470

: info@ncdsusa.org

www.ncdsusa.org

NCDS is a neutral administrator of 

disputes regarding auto warranties. 

NCDS facilitates the process under 

their rules, under the guidance of an 

independent arbitrator.

AUTOMOTIVE MANUFACTURERS
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 67

BETTER BUSINESS BUREAUS

BETTER BUSINESS BUREAUS

Contact Your Local Better Business Bureau

Better Business Bureaus (BBBs) offer a variety of consumer services, 

including consumer education materials, business reports and researching 

unanswered consumer complaints, mediation, and arbitration services. They 

also offer information about charities and other organizations that seek public 

donations through the Wise Giving Alliance, give.org. 

Council

3033 Wilson Blvd., Suite 600 

Arlington, VA 22201

703-276-0100

Alabama

Birmingham

2101 Highland Ave., Suite 410 

Birmingham, AL 35205

205-558-2222

Boaz

100 Bartlett Ave. 

Boaz, AL 35957

256-840-3888

Cullman

PO Box 189 

Cullman, AL 35056

256-775-2917

Decatur

254 Moulton St., E 

Decatur, AL 35601

256-355-2226

Dothan

1971 S. Brannon Stand Rd., Suite 1

Dothan, AL 36305

334-794-0492

Florence

205 S. Seminary St., Suite 114 

Florence, AL 35630

256-740-8224

Huntsville

210A Exchange Pl. 

Huntsville, AL 35806

256-533-1640

Mobile

3 Dauphin St., Suite 2 

Mobile, AL 36602

251-433-2227

Alaska

Anchorage

341 W. Tudor Rd., Suite 209 

Anchorage, AK 99503

907-562-0704

Arizona

Lake Havasu City

60 S. Acoma Blvd., Unit B102 

Lake Havasu City, AZ 86403

928-302-3701

Phoenix

4428 N. 12th St. 

Phoenix, AZ 85014

Toll free: 1-877-291-6222

Prescott

213 Grove Ave. 

Prescott, AZ 86301

928-772-3410

Tucson

5151 E. Broadway Blvd., Suite 100 

Tucson, AZ 85711

520-888-5353

Yuma

350 W. 16 St., Suite 205 

Yuma, AZ 85364

928-919-7940

Arkansas

Little Rock

12521 Kanis Rd. 

Little Rock, AR 72211

501-664-7274

California

Fresno

4201 W. Shaw Ave., Suite 107 

Fresno, CA 93722

559-222-8111

Los Angeles

835 Wilshire Blvd. 

Los Angeles, CA 90017

213-631-3600

Oakland

1000 Broadway, Suite 625 

Oakland, CA 94607

Toll free: 1-866-411-2221

San Diego

4747 Viewridge Ave., Suite 200 

San Diego, CA 92123

858-496-2131

San Jose

1112 S. Bascom Ave. 

San Jose, CA 95128

408-278-7400

Santa Barbara

213 Santa Barbara St. 

Santa Barbara, CA 93101

805-963-8657

West Sacramento

3075 Beacon Blvd. 

West Sacramento, CA 95691

916-443-6843

Colorado

Colorado Springs

25 N. Wahsatch Ave., #100 

Colorado Springs, CO 80903

719-636-1155

Denver

3801 E. Florida Ave. 

Denver, CO 80210

303-758-2100

Fort Collins

8020 S. County Rd. 5, Suite 100 

Fort Collins, CO 80528

970-484-1348

Pueblo

131 N. Main St., Suite 520

Pueblo, CO 81003

719-542-1605

Connecticut

Cromwell

29 Berlin Rd. 

Cromwell, CT 06416

860-740-4500

Delaware

New Castle

60 Reads Way 

New Castle, DE 19720

302-221-5255

District of Columbia

Washington

1411 K St., NW, 10 Floor 

Washington, DC 20005

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
68 

BETTER BUSINESS BUREAUS

Longwood

1600 S. Grant St. 

Longwood, FL 32750

407-621-3300

Miami Lakes

14750 N.W. 77 Ct., Suite 317 

Miami Lakes, FL 33016

305-827-5363

Pensacola

912 E. Gadsden St. 

Pensacola, FL 32501

850-429-0002

Stuart

101 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 Pl., Suite 590 

Atlanta, GA 30349

404-766-0875

Augusta

1227 Augusta West Pkwy., Suite 15 

Augusta, GA 30909

706-210-7676

Columbus

500 12th St. 

Columbus, GA 31901

706-324-0712

Macon

277 Martin Luther King, Jr. Blvd.

Suite 102

Macon, GA 31201

478-742-7999

Savannah

6555 Abercorn St., Suite 120 

Savannah, GA 31450

912-354-7521

Hawaii

Honolulu

1132 Bishop St., Suite 615 

Honolulu, HI 96813

808-536-6956

Idaho

Boise

125 E. 50 St. 

Boise, ID 83714

208-342-4649

 www.USA.gov

Illinois

Chicago

330 N. Wabash Ave., Suite 3120 

Chicago, IL 60611

312-832-0500

Peoria

112 Harrison St. 

Peoria, IL 61602

309-688-5124

Rockford

401 W. State St., Suite 500 

Rockford, IL 61101

815-963-2222

Indiana

Evansville

3101 N. Green River Rd. 

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

317-488-2222

Osceola

10775 McKinley Hwy., Suite B 

Osceola, IN 46561

574-675-9351

Schererville

222 Indianapolis Blvd., Suite 201-A 

Schererville, IN 46375

219-227-8400

Iowa

Bettendorf

2435 Kimberly Rd., Suite 245 S 

Bettendorf, IA 52722

563-355-1705

Cedar Rapids

1239 1st Ave., Suite A 

Cedar Rapids, IA 52402

319-365-1190

Des Moines

2625 Beaver Ave. 

Des Moines, IA 50310

515-243-8137

Kansas

Wichita

345 N. Riverview St., Suite 720 

Wichita, KS 67203

316-263-3146

Kentucky

Lexington

1390 Olivia Ln., Suite 100 

Lexington, KY 40511

859-259-1008

Louisville

844 S. Fourth St. 

Louisville, KY 40203

Toll free: 1-800-388-2222

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

Metairie

3421 N. Causeway Blvd., Suite 505 

Metairie, LA 70002

504-581-6222

Monroe

1900 N. 18th St., Suite 411 

Monroe, LA 71201

318-387-4600

Shreveport

2006 E. 70th St. 

Shreveport, LA 71105

318-797-1330
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 69

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BETTER BUSINESS BUREAUS

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

6 Park Ave., Suite 100 

Worcester, MA 01605

Toll free: 1-866-566-9222

Michigan

Grand Rapids

2627 E. Beltline Ave., SE, Suite 320 

Grand Rapids, MI 49546

616-774-8236

Southfield

20300 W. Twelve Mile Rd., Suite 202 

Southfield, MI 48076

248-223-9400

Minnesota

Burnsville

220 S. River Ridge Circle 

Burnsville, MN 55337

651-699-1111

Mississippi

Flowood

660 Katherine Dr., Suite 400 

Flowood, MS 39232

601-398-1700

Missouri

Cape Girardeau

3065 William St., Suite 202 

Cape Girardeau, MO 63703 

573-803-3190

Columbia

3610 Buttonwood Dr., Suite 200 

Columbia, MO 65201

573-886-8965

Kansas City

8080 Ward Pkwy., Suite 401 

Kansas City, MO 64114

816-421-7800

Springfield

2754 S. Campbell Ave. 

Springfield, MO 65807

417-862-4222

St. Louis

211 N. Broadway, Suite 2060 

St. Louis, MO 63102

314-645-3300

Nebraska

Lincoln

300 N. 44th St., Suite 100 

Lincoln, NE 68503

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

Hamilton

1262 Whitehorse Hamilton Square Rd. 

Bldg. A, Suite 202

Hamilton, NJ 08690

609-588-0808

New Mexico

Albuquerque

7007 Jefferson St., NE, Suite A 

Albuquerque, NM 87109

505-346-0110

Farmington

308 N. Locke Ave. 

Farmington, NM 87401

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

New York

30 E. 33rd St., 12th Floor 

New York, NY 10016

212-533-6200

Tarrytown

150 White Plains Rd., Suite 107 

Tarrytown, NY 10591

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

529 College Rd., Suite G 

Greensboro, NC 27410

336-852-4240

Raleigh

5540 Munford Rd., Suite 130 

Raleigh, NC 27612

919-277-4222

Winston-Salem

119 Brookstown Ave., Suite 304 

Winston-Salem, NC 27101

336-725-8348

North Dakota

Fargo

406 Main Ave., 2nd Floor

Fargo, ND 58103

701-271-2855

Ohio

Akron

222 W. Market St. 

Akron, OH 44303

330-253-4590
70 

BETTER BUSINESS BUREAUS

 www.USA.gov

Canton

1434 Cleveland Ave., NW 

Canton, OH 44703

330-454-9401

Cincinnati

1 E. 4th St., Suite 600 

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

614-486-6336

Dayton

15 W. Fourth St., Suite 300 

Dayton, OH 45402

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

Toll free: 1-800-743-4222

Youngstown

201 E. Commerce St. 

Youngstown, OH 44503

330-744-3111

Oklahoma

Oklahoma City

17 S. Dewey Ave. 

Oklahoma City, OK 73102

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

610-866-8780

Erie

1001 State St. 

Erie, PA 16501

Toll free: 1-877-267-5222

Harrisburg

1337 N. Front St. 

Harrisburg, PA 17102

717-364-3250

Philadelphia

1880 John F. Kennedy Blvd., Suite 1330 

Philadelphia, PA 19103

215-985-9313

Pittsburgh

400 Holiday Dr., Suite 220 

Pittsburgh, PA 15220

Toll free: 1-877-267-5222

Scranton

1054 Oak St. 

Scranton, PA 18508

570-342-5100

South Carolina

Columbia

2442 Devine St. 

Columbia, SC 29205

Toll free: 1-800-892-3584

Conway

1121 3rd Ave. 

Conway, SC 29526

843-488-2227

Greenville

408 N. Church St., Suite C 

Greenville, SC 29601

864-242-5052

South Dakota

Sioux Falls

300 N. Phillips Ave., Suite 202 

Sioux Falls, SD 57104

605-271-2066

Tennessee

Chattanooga

508 N. Market St. 

Chattanooga, TN 37405

423-266-6144

Clarksville

214 Main St. 

Clarksville, TN 37041

931-503-2222

Columbia

502 N. Garden St., Suite 201 

Columbia, TN 38401

931-388-9222

Cookeville

18 N. Jefferson St. 

Cookeville, TN 38501

931-520-0000

Franklin

367 Riverside Dr., Suite 110 

Franklin, TN 37064

615-242-4222

Knoxville

255 N. Peters Rd., Suite 102 

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

325-691-1533

Amarillo

600 S. Tyler St., Suite 1300 

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

409-835-5348

College Station

418 Tarrow St. 

College Station, TX 77840

979-260-2222

Corpus Christi

719 S. Shoreline, Suite 304 

Corpus Christi, TX 78401

361-852-4949
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 71

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BETTER BUSINESS BUREAUS

Dallas

1601 Elm St., Suite 1600 

Dallas, TX 75201

214-220-2000

El Paso

550 E. Paisano 

El Paso, TX 79901

915-577-0191

Fort Worth

1300 Summit Ave., Suite 700 

Fort Worth, TX 76102

Toll free: 1-800-621-8566

Houston

1333 W. Loop South, Suite 1200 

Houston, TX 77027

713-868-9500

Longview

102 Commander Dr., Suite 7 

Longview, TX 75605

903-758-3221

Lubbock

3333 66th St. 

Lubbock, TX 79413

806-763-0459

Midland

306 W. Wall St., Suite 1350 

Midland, TX 79701

432-563-1880

San Angelo

3134 Executive Dr., Suite A 

San Angelo, TX 76904

325-949-2989

San Antonio

425 Soledad St., Suite 500 

San Antonio, TX 78205

210-828-9441

Tyler

3600 Old Bullard Rd.

Building 1, Suite 101

Tyler, TX 75701

903-581-5704

Waco

200 W. Hwy 6, Suite 225 

Waco, TX 76712

254-755-7772

Weslaco

502 E. Expressway 83, Suite C 

Weslaco, TX 78596

956-968-3678

Wichita Falls

2107 Kemp Blvd. 

Wichita Falls, TX 76309

940-691-1172

Utah

Salt Lake City

3703 W. 6200 South 

Salt Lake City, UT 84129

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

5115 Bernard Dr., Suite 202 

Roanoke, VA 24018

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

Appleton

1047 N. Lynndale Dr., Suite 1A 

Appleton, WI 54914

920-734-4352

Madison

2702 International Lane, Suite 112 

Madison, WI 53704

608-268-2221

Milwaukee

10019 W. Greeenfield Ave. 

Milwaukee, WI 53214

414-847-6000
72 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Contact 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

Check the product label and other documents given to you at the time of your 

purchase to identify the name of a company that manufactures a specific 

product. ThomasNet, an online database of manufacturers, might also be 

helpful.

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 email 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. You may express your complaint 

on a company’s social media profile to get quick attention to your problem.

A

AAMCO Transmissions, Inc.

Consumer Affairs

201 Gibraltar Rd. 

Horsham, PA 19044

Toll free: 1-800-523-0401

www.aamco.com

Abbott Nutritional and 

Pharmaceutical Products

Consumer Relations

625 Cleveland Ave. 

Columbus, OH 43215-1724

Toll free: 1-800-227-5767

www.abbottnutrition.com

Abercrombie & Fitch 

6301 Fitch Path 

New Albany, OH 43054

614-219-5380

Toll free: 1-866-681-3115

: abercrombie@abercrombie.com

www.abercrombie.com

Acer America

Customer Service

333 W. San Carlos St., Suite 1500 

San Jose, CA 95110

408-533-7700

www.acer.com

Adidas North America

Consumer Relations

5055 N Greeley Ave. 

Portland, OR 97217

Toll free: 1-800-982-9337

: customerservice@service.

shopadidas.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 

Support)

www.adobe.com

ADT

PO Box 5035 

Boca Raton, FL 33431-0835

Toll free: 1-800-588-2159

www.adt.com

Aetna, Inc.

151 Farmington Ave. 

Hartford, CT 06156

Toll free: 1-800-872-3862

www.aetna.com

Aflac

1932 Wynnton Rd. 

Columbus, GA 31999

Toll free: 1-800-992-3522

www.aflac.com

Alamo Rent A Car

Customer Care

600 Corporate Park Dr.

Saint Louis, MO 63105

Toll free: 1-888-233-8749

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)

www.alaskaair.com

Albertsons, Inc.

Customer Service

157 S. Howard St. 

Spokane, WA 99201

Toll free: 1-877-932-7948

: albertsonscustomercare@

albertsons.com

www.albertsons.com

Alcon Laboratories, Inc.

Customer Service

6201 South Freeway 

Fort Worth, TX 76134-2001

Toll free: 1-800-862-5266

www.alcon.com

Aldi, Inc. 

Customer Service

1200 N. Kirk Rd. 

Batavia, IL 60510

www.aldi.us

Allegiant Travel Company

Customer Relations

PO Box 371477 

Las Vegas, NV 89137

702-505-8888

Toll free: 1-866-719-3910 (Baggage)

www.allegiantair.com

Allergan, Inc.

Customer Relations

Morris Corporate Center III 

400 Interpace Pkwy.

Parsippany, NJ 07054

Toll free: 1-800-272-5525

www.allergan.com

Allied Van Lines, Inc.

Customer Service

One Parkview Plaza 

Oakbrook Terrace, IL 60181

Toll free: 1-800-470-2851

: custsvc@alliedvan.com

www.allied.com
 SOCAP International Member Consumer Action Handbook 73

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Allstate Insurance Company

PO Box 12055 1819 Electric Rd., SW

Roanoke, VA 24018

Toll free: 1-800-255-7828

TTY: 1-800-877-8973

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: 1-888-280-4331

www.amazon.com

AMC Entertainment, Inc.

PO Box 725489 

Atlanta, GA 31139-9923

www.amctheatres.com

American Airlines, Inc.

Customer Relations

4000 E. Sky Harbor Blvd. 

Phoenix, AZ 85034

817-967-2000

Toll free: 1-800-535-5225 (Baggage)

Toll free: 1-800-892-3624 (Travelers with 

disabilities)

www.aa.com

American Eagle Outfitters

Customer Service

77 Hot Metal St. 

Pittsburgh, PA 15203

Toll free: 1-888-232-4535

www.ae.com

American Express Company

Customer Service

PO Box 981535 

El Paso, TX 79998-1535

Toll free: 1-800-528-4800

Toll free: 1-877-297-4438 (Gift Cards)

TTY: 1-800-221-9950

www.americanexpress.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

Andersen Windows, Inc. 

Customer Service

100 4th Ave., N 

Bayport, MN 55003-1096

Toll free: 1-888-888-7020

www.andersenwindows.com

Angie’s List

1030 E. Washington St. 

Indianapolis, IN 46202

Toll free: 1-888-944-5478

www.angieslist.com

Anheuser-Busch, Inc.

One Busch Pl. 

St. Louis, MO 63118

Toll free: 1-800-342-5283

: crg@anheuser-busch.com

www.anheuser-busch.com

Anthem

PO Box 182361

Columbus, OH 43218-2361

Toll free: 1-800-552-2137

www.anthem.com

Anytime Fitness, LLC

Customer Service

12181 Margo Ave., S 

Hastings, MN 55033

651-438-5000

www.anytimefitness.com

Apple Computer, Inc.

One Infinite Loop 

Cupertino, CA 95014

Toll free: 1-800-442-4000 (Beats 

headphones)

Toll free: 1-800-275-2273 (iPod, iPad, and 

Mac Technical Support)

Toll free: 1-800-694-7466 (iPhone 

Technical Support)

TTY: 1-877-204-3930

www.apple.com

Applebee’s

8140 Ward Pkwy. 

Kansas City, MO 64114

Toll free: 1-888-592-7753

www.applebees.com

Arby’s Restaurant Group, Inc.

1155 Perimeter Center W 

Atlanta, GA 30338

678-514-4100

: customerservice@arbys.com

www.arbys.com

Ariens Company 

Customer Support

655 W. Ryan St. 

Brillion, WI 54110-1098

920-756-4688

www.ariens.com

Ashley Furniture Industries, Inc.

Consumer Affairs

One Ashley Way 

Arcadia, WI 54612

www.ashleyfurniture.com

Associated Bank 

We Care Dept.

1305 Main St., Mail Stop 7722 

Stevens Point, WI 54481

Toll free: 1-800-685-6895

: wecare@associatedbank.com

www.associatedbank.com

Asus Computer International

800 Corporate Way 

Fremont, CA 94539

510-739-3777

Toll free: 1-888-678-3688

www.asus.com

AT&T, Inc.

208 S. Acard St. 

Dallas, TX 75202

210-821-4105

Toll free: 1-800-331-0500 (Wireless 

Phones)

Toll free: 1-855-288-2727 (Home 

Security)

www.att.com

Atlas World Group, Inc.

Customer Service

1212 Saint George Rd. 

Evansville, IN 47711-2364

Toll free: 1-800-638-9797

www.atlasvanlines.com

Avis Rent-A-Car System

Customer Service

P.O. Box 699000 

Tulsa, OK 74169-9000

Toll free: 1-800-352-7900

: custserv@avis.com

TTY: 1-800-331-2323

www.avis.com

Avon Products, Inc.

Customer Service

777 Third Ave. 

New York, NY 10017

212-282-7000

Toll free: 1-800-500-2866

: dearavon@avon.com

www.avon.com

B

Bacardi USA, Inc. 

Consumer Affairs

2701 S. Le Jeune Rd. 

Coral Gables, FL 33134

Toll free: 1-800-222-2734

www.bacardi.com
74 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Banana Republic

Customer Service

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

PO Box 25118 

Tampa, FL 33622-5118

Toll free: 1-800-432-1000

TTY: 1-800-288-4408

www.bankofamerica.com

Barnes & Noble

PO Box 111 

Lyndhurst, NJ 07071

Toll free: 1-800-962-6177

: customerservice@bn.com

www.bn.com

Bassett Furniture

3525 Fairystone Park Hwy.

PO Box 626

Bassett, VA 24055

Toll free: 1-877-525-7070 (Furniture)

Toll free: 1-800-308-7485 (Baby 

Furniture)

Toll free: 1-800-697-3259 (Mattresses)

www.bassettfurniture.com

Bausch & Lomb 

1400 N. Goodman St. 

Rochester, NY 14609

Toll free: 1-800-553-5340

www.bausch.com

Bayer Consumer Care Products 

Consumer Relations

100 Bayer Blvd. 

Whippany, NJ 07981-0915

Toll free: phone numbers appear on all 

labels

www.bayercare.com

BB&T

CEO Line

PO Box 632 

Whiteville, NC 28472

Toll free: 1-888-628-3926

TTY: 1-888-833-4228

: ceoline@bbandt.com

www.bbt.com

Bed Bath and Beyond

Customer Service

650 Liberty Ave. 

Union, NJ 07083

Toll free: 1-800-462-3966

www.bedbathandbeyond.com

Beech-Nut Nutrition Corporation

Consumer Affairs

One Nutritious Pl. 

Amsterdam, NY 12010

Toll free: 1-800-233-2468

www.beechnut.com

Beiersdorf, Inc. 

Consumer Relations

 45 Danbury Rd.

Wilton, CT 06897

Toll free: 1-800-227-4703

www.beiersdorfusa.com

Bellisio Foods, Inc. 

Consumer Affairs

PO Box 16630 

Duluth, MN 55816

Toll free: 1-800-446-5469

: info@bellisiofoods.com

www.bellisiofoods.com

Ben & Jerry’s Homemade, Inc. 

Consumer Services

30 Community Dr. 

South Burlington, VT 05403-6828

802-846-1500

www.benjerry.com

Best Buy Company, Inc.

Customer Care

7601 Penn Ave., S 

Richfield, MN 55423-3645

Toll free: 1-888-237-8289

: onlinestore@bestbuy.com

www.bestbuy.com

Best Western International, Inc.

Customer Care

PO Box 10203 

Phoenix, AZ 85064

Toll free: 1-800-528-1238

TTY: 1-800-528-2222

: customercare@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

Birchbox

28 E 28th St. 

New York , NY 10016

www.birchbox.com

Birds Eye Foods, Inc.

See: Pinnacle Foods

Toll free: 1-800-432-3102

www.birdseye.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

Toll free: 1-866-425-7932 (Online 

inquiries)

www.bjs.com

Bloomingdale’s, Inc.

Customer Service

PO Box 8067 

Mason, OH 45040

Toll free: 1-800-777-0000

www.bloomingdales.com

Bob Evans Farms, Inc.

Consumer Relations

8111 Smith’s Mill Rd. 

New Albany, OH 43054

Toll free: 1-800-939-2338

www.bobevans.com

The Breathe Right Company

Toll free: 1-800-858-6673

www.breatheright.com

Bridgestone Americas, Inc. 

535 Marriott Dr. PO Box 140990

Nashville, TN 37214-0990

615-937-1000

www.bridgestoneamericas.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

: GuestServices@bbrg.com

www.brioitalian.com

Bristol-Myers Squibb Company

Customer Relations

345 Park Ave. 

New York, NY 10154

Toll free: 1-800-332-2056

TTY: 1-866-393-0961

www.bms.com
 SOCAP International Member Consumer Action Handbook 75

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

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)

www.britishairways.com

Brookstone

Customer Care Center

1655 Bassford Dr. 

Mexico, MO 65265

Toll free: 1-800-846-3000

: customercare@brookstone.com

www.brookstone.com

Brown-Forman Beverages 

Worldwide

Consumer Support

850 Dixie Hwy. 

Louisville, KY 40210

Toll free: 1-800-753-4567

: Brown-Forman@b-f.com

www.brown-forman.com

Budget Car Rental

Customer Service

PO Box 699000 

Tulsa, OK 74169-9000

Toll free: 1-800-214-6094

TTY: 1-800-826-5510

: budgetcustomerservice@

budgetgroup.com

www.budget.com

Burger King Corporation

Guest Relations

5505 Blue Lagoon Dr. 

Miami, FL 33126

Toll free: 1-866-394-2493

www.bk.com

Burlington Coat Factory

Customer Relations

2006 Route 130 N 

Florence Township, NJ 08518

Toll free: 1-855-355-2875

www.burlingtoncoatfactory.com

Bush Brothers & Company 

Consumer Relations

PO Box 52330 

Knoxville, TN 37950-2330

Toll free: 1-800-590-3797

www.bushbeans.com

C

Caleres

Consumer Care

8300 Maryland Ave. 

St. Louis, MO 63105

Toll free: 1-800-766-6465

www.caleres.com

Campbell Soup Company 

Consumer Affairs

1 Campbell Place 

Camden, NJ 08103-1701

Toll free: 1-800-257-8443

www.campbellsoup.com

Capital One

General Correspondence

PO Box 30285 

Salt Lake City, UT 84130-0285

Toll free: 1-800-955-7070 (Credit Cards)

Toll free: 1-866-750-0873 (Online 

Banking)

TTY: 1-800-206-7986

www.capitalone.com

Carfax, Inc.

Consumer Affairs

5860 Trinity Pkwy., Suite 600 

Centerville, VA 20120

www.carfax.com

Carnival Cruise Lines

Guest Care

3655 N.W. 87th Ave. 

Miami, FL 33178-2428

Toll free: 1-888-227-6482 

Toll free: 1-800-929-6400 (Baggage)

: guestcare@carnival.com

www.carnival.com

Carrier Air Conditioning Company

One Carrier Pl. 

Farmington, CT 06034-4015

Toll free: 1-800-227-7437

www.residential.carrier.com

Charles Schwab

PO Box 4987 

Greenwood Village, CO 80155-4987

Toll free: 1-866-855-9102

www.schwab.com

Charter Spectrum

400 Atlantic St., 10th Floor 

Stamford, CT 06901

203-905-7800 

Toll free: 1-888-438-2427 

www.charter.com

Chattem, Inc.

Consumer Affairs

PO Box 22219 

Chattanooga, TN 37409-0219

Toll free: 1-888-442-4464

www.chattem.com

Check ‘n Go

7755 Montgomery Rd., Suite 400 

Cincinnati, OH 45236

Toll free: 1-888561-2274

: customerservice@checkngo.com

www.checkngo.com

The Cheesecake Factory

26901 Malibu Hills Rd. 

Calabasas Hills, CA 91301

818-871-3000

www.thecheesecakefactory.com

Chick-fil-A, Inc.

Customer Feedback

PO Box 500367 

Atlanta, GA 31150

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

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

Chobani

Customer Service

147 State Highway 320 

Norwich, NY 13815

Toll free: 1-877-847-6181

: contact@chobani.com

www.chobani.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 Relations

Princeton South Corporate Center 500 

Charles Ewing Blvd.

Ewing, NJ 08628

Toll free: 1-800-833-9532

www.churchdwight.com

Cigna

900 Cottage Grove Rd. 

Bloomfield , CT 06002

Toll free: 1-800-997-1654

www.cigna.com
76 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Citibank, Inc.

Client Services 

100 Citibank Dr.

San Antonio, TX 78245

Toll free: 1-800-374-9700 (Banking)

Toll free: 1-800-347-4934 (Credit cards)

TTY: 1-877-693-0372 (Banking)

TTY: 1-800-325-2865 (Credit Cards)

www.citibank.com

The Clorox Company 

Consumer Services

PO Box 24305 

Oakland, CA 94623-1305

Toll free: (phone numbers appear on all 

labels)

www.thecloroxcompany.com

The Coca-Cola Company 

Industry and Consumer Affairs

PO Box 1734 

Atlanta, GA 30301

Toll free: 1-800-438-2653

www.coca-colacompany.com

The Colgate-Palmolive 

Company t

Consumer Services

300 Park Ave. 

New York, NY 10022

212-310-2000

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: 1-800-523-9100

www.colonialpenn.com

Combe, Inc. 

1101 Westchester Ave. 

White Plains, NY 10604

Toll free: 1-800-431-2610

www.combe.com

Comcast Corporation

Comcast Center

1701 JFK Blvd. 

Philadelphia, PA 19103

Toll free: 1-800-266-2278

Toll free: 1-800-934-6489 (Xfinity)

www.comcast.com

ConAgra Foods 

Consumer Affairs

One ConAgra Dr. 

Omaha, NE 68102

Toll free: 1-877-266-2472

: consumeraffairs@conagrafoods.

com

www.conagrafoods.com

Conair Cuisinart Corporation

Consumer Affairs

150 Milford Rd. 

East Windsor, NJ 08520

Toll free: 1-800-326-6247 (Personal Care)

Toll free: 1-800-334-4031 (Oral Care)

: feedback@conair.com

www.conair.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 Orders)

: customerservice@costco.com

www.costco.com

Coty Inc. 

Consumer Affairs

500 American Rd. 

Morris Plains, NJ 07950

Toll free: 1-800-715-4023

Toll free: 1-800-953-5080 (Sally Hansen 

and N.Y.C. New York Color)

www.coty.com

Cox Communications

1400 Lake Hearn Dr., NE 

Atlanta, GA 30319

Toll free: 1-888-566-7751

: coxcorp.customerrelations@cox.

com

www.cox.com

Cracker Barrel Old Country Store

Guest Relations

PO Box 787 

Lebanon, TN 37087-0787

Toll free: 1-800-333-9566

www.crackerbarrel.com

Crate and Barrel

Customer Service

1860 W. Jefferson Ave. 

Naperville, IL 60540

Toll free: 1-800-967-6696

: customer_service@crateandbarrel.

com

www.crateandbarrel.com

Crayola, LLC 

Consumer Affairs

PO Box 431 

Easton, PA 18044-0431

Toll free: 1-800-272-9652

www.crayola.com

Cricket Wireless

12735 Morris Rd. Extension, Suite 300 

Alpharetta, GA 30004

Toll free: 1-800-274-2538

www.cricketwireless.com

Crowne Plaza

See: InterContinental Hotel Group, PLC

www.crowneplaza.com

Crunch Fitness

3595 Mt. Diablo Blvd., Suite 300 

Lafayette, CA 94549

925-297-6360

: info@nev.com

www.crunch.com

Curves International

5770 Fleet St. 

Carlsbad, CA 92008

Toll free: 1-877-673-3144

: membercomments@curves.com

www.curves.com

CVS Corporation

Customer Relations

One CVS Dr. 

Woonsocket, RI 02895

Toll free: 1-800-746-7287 (In-Store)

Toll free: 1-866-389-2727 (Minute Clinic)

www.cvs.com

D

Dairy Queen Corporation 

Customer Relations

7505 Metro Blvd. 

Minneapolis, MN 55439

952-830-0200

Toll free: 1-866-793-7582

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 

Guest Relations

PO Box 695011 

Orlando, FL 32869-5011

407-245-4000

www.darden.com

Days Inn Worldwide, Inc.

Customer Service

PO Box 4090 

Aberdeen, SD 57401

Toll free: 1-800-441-1618

www.daysinn.com

Dean Foods 

PO Box 961447 

El Paso, TX 79996

Toll free: 1-800-395-7004

: deanfoods@casupport.com

www.deanfoods.com
 SOCAP International Member Consumer Action Handbook 77

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Del Monte Foods Company

Consumer Affairs

890 Mountain Ave., Suite 105 

New Providence, NJ 07974

Toll free: 1-800-543-3090

www.delmonte.com

Dell, Inc.

Customer Service

One Dell Way 

Round Rock, TX 78682

Toll free: 1-800-624-9897 

TTY: 1-877-335-5889

www.dell.com

Delta Air Lines, Inc. 

Customer Care

PO Box 20980 Department 980

Atlanta, GA 30320-2980

404-209-3434 (Disability Assistance)

Toll free: 1-800-455-2720

www.delta.com

Denny’s Corporation

Call Center

203 E. Main St. P-7-3 

Spartanburg, SC 29319

Toll free: 1-800-733-6697

www.dennys.com

Diageo North America, Inc. 

Consumer Care

24440 W. 143 St. 

Plainfield, IL 60544

815-267-4400

www.diageo.com

Diamond Foods, Inc. 

Consumer Affairs

1050 S. Diamond St. 

Stockton, CA 95205

209-467-6000

www.diamondfoods.com

Dick’s Sporting Goods

345 Court St. 

Coraopolis, PA 15108

Toll free: 1-877-846-9997

www.dickssportinggoods.com

Dillard’s, Inc.

Customer Service

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 

PO Box 6101 

Carol Stream, IL 60197-6101

Toll free: 1-800-234-6377

TTY: 1-866-889-0889

www.dinersclubus.com

DIRECTV Enterprises, Inc.

PO Box 6550 

Greenwood Village, CO 80155-6550

Toll free: 1-800-531-5000

www.DIRECTV.com

Discover Financial Services, Inc.

Card Customer Service

PO Box 30943 

Salt Lake City, UT 84130-0943

801-902-3100 (Outside the U.S.)

Toll free: 1-800-347-2683

TTY: 1-800-347-7449

www.discoverfinancial.com

Dish 

9601 S. Meridian Blvd. 

Englewood, CO 80112

Toll free: 1-855-318-0572

www.dishnetwork.com

Ditech Financial, LLC 

1100 Virginia Dr. 

Fort Washington, PA 19034

Toll free: 1-800-700-9212

www.ditech.com

Dole Food Company, Inc. 

PO Box 5700 

Thousand Oaks, CA 91359-5700

Toll free: 1-800-356-3111

www.dole.com

Dollar Rent A Car, Inc.

Customer Service 2W2

PO Box 33167 

Tulsa, OK 74153

Toll free: 1-800-800-5252

: internethelpdesk@dollar.com (for 

speech and hearing impaired)

www.dollar.com

Dollar Shave Club

Customer Service

PO Box 5481

Santa Monica, CA 90409

: members@dollarshaveclub.com

www.dollarshaveclub.com

Domino’s Pizza, Inc. 

Customer Service

30 Frank Lloyd Wright Dr. 

Ann Arbor, MI 48106

734-930-3030

: customercare@

dominoscustomercare.com

www.dominos.com

Doubletree

See: Hilton Hospitality, Inc.

Toll free: 1-800-222-8733

TTY: 1-800-368-1133

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

Dunkin’ Donuts

Consumer Care

130 Royall St. 

Canton, MA 02021

Toll free: 1-800-859-5339

www.dunkindonuts.com

Duracell

Toll free: 1-800-551-2355

www.duracell.com

Dyson, Inc

600 W. Chicago Ave., Suite 275 

Chicago, IL 60654

Toll free: 1-844-679-1647

: questions@dyson.com

www.dyson.com

E

E. & J. Gallo Winery 

Consumer Information Center

1541 Cummins Dr. 

Modesto, CA 95358

Toll free: 1-877-687-9463

www.gallo.com

E*Trade Securities, LLC

PO Box 484 

Jersey City, NJ 07303-0484

Toll free: 1-800-387-2331

www.etrade.com

eBay, Inc.

583 W. eBay Way 

Draper, UT 84020

www.eBay.com

Eddie Bauer, Inc.

Customer Service

PO Box 7001 

Groveport, OH 43125

Toll free: 1-800-426-8020

: customercare@csc.eddiebauer.com

www.eddiebauer.com

The Electrolux Group

Kitchen and Laundry Consumer 

Assistance Group

PO Box 212237

Augusta, GA 30907

Toll free: 1-877-435-3287
78 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Vacuums and Air Cleaners

PO Box 3900

Peoria, IL 61612

Toll free: 1-800-896-9756

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

Elizabeth Arden, Inc. 

Consumer Affairs

309 South St. 

New Providence, NJ 07974

Toll free: 1-800-326-7337

: consumer@elizabetharden.com

www.elizabetharden.com

Embassy Suites

See: Hilton Hospitality, Inc.

Toll free: 1-800-362-2779

www.embassysuites.com

Energizer 

Customer Support

533 Maryville University Dr. 

St. Louis, MO 63141

Toll free: 1-800-383-7323

www.energizer.com

Enterprise Rent-a-Car

600 Corporate Park Dr. 

Saint Louis, MO 63105

Toll free: 1-855-266-9565

TTY: 1-866-534-9270

: customercare@erac.com 

www.enterprise.com

Equifax

PO Box 740241 

Atlanta, GA 30374

Toll free: 1-800-685-1111

www.equifax.com

Equinox

Member Services

1 Park Ave. 

New York, NY 10016

212-774-6363

Toll free: 1-866-332-6549

www.equinox.com

The Estee Lauder 

Companies, Inc. 

Consumer Care

767 5th Ave. 

New York, NY 10153

212-572-4200

Toll free: 1-888-378-3359

: consumercare-us@gcc.elc.estee.com

www.elcompanies.com

Ethan Allen, Inc.

Client Services

PO Box 1966 

Danbury, CT 06813

Toll free: 1-888-324-3571

: orders@ethanallen.com

www.ethanallen.com

Etsy

Support Team

55 Washington St., Suite 512 

Brooklyn, NY 11201

718-855-7955

www.etsy.com

The Eureka Company

Customer Service

PO Box 3900 

Peoria, IL 61612

Toll free: 1-800-282-2886

www.eureka.com

Eveready

533 Maryville University Dr. 

St. Louis, MO 63141

Toll free: 1-800-383-7323

www.eveready.com

Expedia, Inc. 

Customer Support

333 108th Ave., NE 

Bellevue, WA 98004

Toll free: 1-800-787-7186

www.expedia.com

Experian

National Consumer Assistance Center

PO Box 2002 

Allen, TX 75013

Toll free: 1-888-397-3742

: support@experiandirect.com

www.experian.com

Express Scripts

1 Express Way 

St Louis, MO 63121

Toll free: 1-800-282-2881

www.express-scripts.com

F

Facebook, Inc.

1601 Willow Rd. 

Menlo Park, CA 94025

650-543-4800

www.facebook.com

Fairfield Inn

See: Marriott International, Inc.

Toll free: 1-800-721-7033

www.fairfieldinn.com

Farmers Insurance

6301 Owensmouth Ave. 

Woodland Hills, CA 91367

Toll free: 1-888-327-6335

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

TTY: 1-800-238-4461

www.fedex.com

Fidelity Investments, LLC

PO Box 770001 

Cincinnati, OH 45277

Toll free: 1-800-343-3548

www.fidelity.com

Fifth Third Bank

Customer Service

PO Box 4444

Cincinnati, OH 45263-4444

Toll free: 1-800-972-3030

TTY: 1-800-546-7068

www.53.com

Fisher-Price

See: Mattel, Inc.

Toll free: 1-800-432-5437

www.fisher-price.com

Flowers Foods, Inc. 

1919 Flowers Circle 

Thomasville, GA 31757

229-226-9110

www.flowersfoods.com

Food Lion, Inc.

Consumer Relations

PO Box 1330 

Salisbury, NC 28145-1330

Toll free: 1-800-210-9569

www.FoodLion.com

Frigidaire Home Products

PO Box 212378 

Augusta, GA 30907

Toll free: 1-800-374-4432

www.frigidaire.com

Frito-Lay

Consumer Relations

PO Box 660634 

Dallas, TX 75266-0634

Toll free: 1-800-352-4477

www.fritolay.com

Frontier Airlines, Inc.

Customer Relations

PO Box 492085 

Denver, CO 80249

801-401-9000

www.frontierairlines.com
 SOCAP International Member Consumer Action Handbook 79

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Frontier Communications

401 Merritt 7 

Norwalk, CT 06851

Toll free: 1-800-921-8101

www.frontier.com

FTD, Inc.

Customer Service

3113 Woodcreek Dr. 

Downers Grove, IL 60515

Toll free: 1-800-736-3383

www.ftd.com

G

Gap, Inc.

Customer Service

100 Gap Online Dr. 

Grove City, OH 43123

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

Toll free: 1-866-539-3901

www.gateway.com

GEICO

One GEICO Plaza 

Washington, DC 20076

Toll free: 1-800-861-8380 (Car)

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 (Appliances)

Toll free: 1-800-435-4448 (Lighting)

Toll free: 1-800-243-2222 (GE Capital)

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

www.gp.com

Gerber Products Company

consumer Affairs

445 State St. 

Fremont, MI 49413

Toll free: 1-800-284-9488

www.gerber.com

GlaxoSmithKline Consumer 

Healthcare 

5 Crescent Dr., 

Philadelphia, PA 19112

Toll free: 1-888-825-5249 (Prescription 

Drugs)

Toll free: 1-800-245-1040 (NonPrescription Drugs)

www.us,gsk.com

Gold’s Gym International

Customer Support

4001 Maple Ave., Suite 200 

Dallas, TX 75219

214-574-4653

www.goldsgym.com

The Golden Grain Company

PO Box 049003 

Chicago, IL 60604-9003

Toll free: 1-800-421-2444

Toll free: 1-800-570-8719 (in Spanish)

www.ricearoni.com

Goldman, Sachs & Company

Investor Relations

200 West St., 29th Floor 

New York, NY 10282

212-902-0300

: gs-investor-relations@gs.com

www.goldmansachs.com

Goodrich Corporation

Consumer Care

PO Box 19001 

Greenville, SC 29602-9001

Toll free: 1-877-788-8899

www.bfgoodrichtires.com

The Goodyear Tire & Rubber 

Company

200 Innovation Way 

Akron, OH 44316

330-796-2121

Toll free: 1-800-321-2136

www.goodyear.com

Google.com

1600 Amphitheatre Pkwy. 

Mountain View, CA 94043

650-253-0000

Toll free: 1-855-492-5538 (Google Wallet)

www.google.com

Graco Children’s Products, Inc.

Consumer Care

4110 Premier Dr. 

High Point, NC 27265

Toll free: 1-800-345-4109

www.gracobaby.com

Greyhound Lines, Inc.

PO Box 660691 

Mail Stop 470

Dallas, TX 75266-0691

214-849-8966

214-849-6246 (Baggage)

Toll free: 1-800-531-5332 (in Spanish)

TTY: 1-800-345-3109

www.greyhound.com

Guess?, Inc.

Customer Care

1444 S. Alameda St. 

Los Angeles, CA 90021

Toll free: 1-877-444-8377

www.guess.com

Guinness Company

203-229-2100

: guinness@consumer-care.net

www.guinness.com

Guthy | Renker 

3340 Ocean Park Blvd. 

Santa Monica, CA 90405

Toll free: 1-888-651-6602

: customerservice@guthy-renker.com

www.guthyrenker.com

H

H & R Block, Inc.

Customer Support

One H & R Block Way 

Kansas City, MO 64105

Toll free: 1-800-472-5625

www.hrblock.com

Häagen Dazs

Consumer Services

PO Box 2178 

Wilkes-Barre, PA 18703

Toll free: 1-800-767-0120

www.haagendazs.com

The Hain Celestial Group, Inc. 

Customer Care

4600 Sleepytime Dr. 

Boulder, CO 80301

Toll free: 1-800-434-4246

www.hain-celestial.com

Hampton Inn & Suites

See: Hilton Hospitality, Inc. 

Toll free: 1-800-426-7866

www.hamptoninn.com

Hanes Brands

Customer Service

PO Box 748

Rural Hall, NC 27098

Toll free: 1-800-832-0594 (Delivery 

questions)

Toll free: 1-800-994-4348 (Retail 

purchases)

www.hanes.com
80 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Harris Teeter, Inc.

Customer Relations

PO Box 10100 

Matthews, NC 28106-0100

Toll free: 1-800-432-6111

: customerrelations@harristeeter.

com

www.harristeeter.com

Harry & David

Customer Service

2500 S. Pacific Hwy. 

Medford, OR 97501

Toll free: 1-877-322-1200

: service@harryanddavid.com

www.harryanddavid.com

Hasbro, Inc.

Consumer Affairs

PO Box 200 

Pawtucket, RI 02862-0200

Toll free: 1-800-255-5516

Toll free: 1-888-836-7025 (Games)

Toll free: 1-800-752-9755 (Preschool 

products)

: customersupport@hasbro.com

www.hasbro.com

Heinz North America

See: Kraft Heinz Company

www.kraftheinzcompany.com

Henkel Consumer Goods

Consumer Affairs

7201 E. Henkel Way 

Scottsdale, AZ 85255

480-754-3425

www.henkelna.com

Heritage Home Group

Consumer Services

1925 Eastchester Dr. 

High Point, NC 27265

336-888-4900 

www.heritagehome.com

Hershey Company 

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. 

Palo Alto, CA 94304

650-857-1501

Toll free: 1-800-752-0900

www.hp.com

Hillshire Brands 

See: Tyson Foods

www.tysonfoods.com

Hilton Garden Inn

See: Hilton Hospitality, Inc. 

Toll free: 1-877-782-9444

www.hiltongardeninn.com

Hilton Hospitality, Inc.

Guest Assistance

7930 Jones Branch Dr. 

McLean, VA 22102

703-883-1000

Toll free: 1-800-445-8667

www.hilton.com

Hitachi America, Ltd.

Customer Service

PO Box 99652 

Troy, MI 48099

Toll free: 1-800-448-2244

: 800Hitachi@hal.hitachi.com

www.hitachi-america.us

Holiday Inn/Holiday Inn Express

See: InterContinental Hotels Group, 

PLC

Toll free: 1-855-914-1701

www.holiday-inn.com

Home Depot, Inc.

Support Center

2455 Paces Ferry Rd. 

Atlanta, GA 30339

Toll free: 1-800-466-3337

: thdCustomerCare@homedepot.

com

www.homedepot.com

Home Goods

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)

Toll free: 1-800-933-2887 (Online)

www.hsn.com

Homewood Suites

See: Hilton Hospitality, Inc. 

Toll free: 1-800-225-5466

www.homewoodsuites.com

Hoover Company

7005 Cochran Rd. 

Glenwillow, OH 44139

Toll free: 1-800-944-9200

www.hoover.com

Hormel Foods Corporation 

Consumer Response

1 Hormel Pl. 

Austin, MN 55912

Toll free: 1-800-523-4635

www.hormel.com

Hostess Brands, LLC 

Consumer Affairs

P.O. Box 419593 

Kansas City , MO 64141

Toll free: 1-800-483-7253

hostessbrands.com

Howard Johnson, Inc.

PO Box 4090 

Aberdeen, SD 57401

Toll free: 1-800-544-9881

www.hojo.com

HTC America, Inc.

13920 S.E. Eastgate Way, Suite 400 

Bellevue, WA 98005

Toll free: 1-866-449-8358

TTY: 1-855-580-2302

www.htc.com

Humana, Inc.

PO Box 14601 

Lexington, KY 40512-4601

Toll free: 1-800-833-6917 (Individual and 

family insurance)

Toll free: 1-800-448-6262 (Employer 

sponsored insurance)

www.humana.com

Hyatt Hotels & Resorts 

Consumer Affairs

9805 Q St. 

Omaha, NE 68127

402-592-6465

Toll free: 1-800-323-7249

TTY: 1-800-228-9548

www.hyatt.com

I

Ikea

Customer Relations

420 Alan Wood Rd. 

Conshohocken, PA 19428

Toll free: 1-888-888-4532 (In-Store 

Questions)

Toll free: 1-888-434-4532 (Online Store 

Questions)

: UScustomercare259@ikea.com

www.ikea.com
 SOCAP International Member Consumer Action Handbook 81

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Innovis

Consumer Assistance

PO Box 1640 

Pittsburgh, PA 15230-1640

Toll free: 1-800-540-2505

www.innovis.com

Intel

2200 Mission College Blvd. 

Santa Clara, CA 95054

408-765-8080

www.intel.com

InterContinental Hotels 

Group, PLC 

Guest Relations

PO Box 30321 

Salt Lake City, UT 84130-0321

Toll free: 1-800-621-0555

www.ihgplc.com

J

JCPenney Corporation, Inc.

Corporate Consumer Relations

PO Box 10001 

Dallas, TX 75301

Toll free: 1-800-322-1189

www.jcpenney.com

J. Crew

Customer Relations

One Ivy Crescent 

Lynchburg, VA 24513

Toll free: 1-800-562-0258

: contactus@jcrew.com

www.jcrew.com

J.M. Smucker Co. 

Consumer Response

One Strawberry Ln. 

Orrville, OH 44667

Toll free: 1-888-550-9555

www.jmsmucker.com

J.P. Morgan Chase Bank

National Bank by Mail

PO Box 36520 

Louisville, KY 40233-6520

Toll free: 1-800-935-9935

Toll free: 1-877-242-7372 (Online banking)

TTY: 1-800-242-7383

www.chase.com

Jack In The Box, Inc.

Guest Relations

9330 Balboa Ave. 

San Diego, CA 92123

858-522-4716

www.jackinthebox.com

Jackson Hewitt, Inc.

Client Care

501 N. Cattlemen Rd., Suite 300 

Sarasota, FL 34232

Toll free: 1-800-234-1040

www.jacksonhewitt.com

Jarden Consumer Solutions, Inc. 

Consumer Affairs

2381 N.W. Executive Center Dr. 

Boca Raton, FL 33431

Toll free: 1-800-777-5452

www.jardencs.com

Jenny Craig, Inc.

Customer Care

5770 Fleet St. 

Carlsbad, CA 92008

760-696-4000

Toll free: 1-800-536-6922

: 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

Toll free: 1-866-538-5438 (Baggage)

TTY: 1-800-336-5530

www.jetblue.com

Jiffy Lube International, Inc.

Customer Service

PO Box 4427 

Houston, TX 77210

Toll free: 1-800-344-6933

www.jiffylube.com

John Deere

Customer Assistance

One John Deere Pl. 

Moline, IL 61265

Toll free: 1-800-537-8233

www.deere.com

John Hancock Financial Services, 

Inc.

Customer Service Center R-03

1 John Hancock Way, Suite 1350

Boston, MA 02217

Toll free: 1-800-387-2747

TTY: 1-800-832-5282

www.johnhancock.com

Johnson & Johnson Consumer 

Products, Inc. 

One Johnson & Johnson Plaza 

New Brunswick, NJ 08933

732-524-0400

www.jnj.com

Just Born, Inc. 

Consumer Relations

1300 Stefko Blvd. 

Bethlehem, PA 18017

610-867-7568

Toll free: 1-888-645-3453

www.justborn.com

JVC Company of America

Customer Care

1700 Valley Rd. 

Wayne, NJ 07470

Toll free: 1-800-252-5722

www.jvc.com

K

Kao Brands Company 

Consumer Relations

2535 Spring Grove Ave. 

Cincinnati, OH 45214

513-421-1400

www.kaobrands.com

KAYAK.com

Seven Market St. 

Stamford, CT 06902

Toll free: 1-855-529-2501

www.kayak.com

Kellogg Company 

Consumer Affairs

PO Box CAMB 

Battle Creek, MI 49016

Toll free: 1-800-962-1413

www.kelloggs.com

KFC

See: YUM! Brands, Inc.

Toll free: 1-800-225-5532

www.kfc.com

Kimberly-Clark Corporation 

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

www.kirby.com

KitchenAid

Customer Experience Center

553 Benson Rd. Mail Drop 8060

Benton Harbor, MI 49022

Toll free: 1-800-541-6390

www.kitchenaid.com
82 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Kmart Corporation

See: Sears

Toll free: 1-866-562-7848

www.kmart.com

Kohl’s Corporation

Customer Service

PO Box 3120 

Milwaukee, WI 53201

Toll free: 1-866-887-8884

Toll free: 1-855-564-5748 (Credit)

www.kohls.com

The Kraft Heinz Company 

Consumer Relations

Three Lakes Dr. 

Northfield, IL 60093

Toll free: 1-877-535-5666

www.kraftfoods.com

Kroger Company

Customer Service

1014 Vine St. 

Cincinnati, OH 45202

Toll free: 1-800-576-4377

www.kroger.com

L

L Brands

3 Limited Pkwy. 

Columbus, OH 43230

614-415-7000

www.lb.com

LA Fitness International, LLC

Member Services

PO Box 54170 

Irvine, CA 92619

: contact@fitnessintl.com

www.lafitness.com

La Quinta Inns & Suites

Guest Assistance

909 Hidden Ridge, Suite 600 

Irving, TX 75038

Toll free: 1-800-642-4241

www.lq.com

Lancôme

Customer Care

PO Box 2007 

Westfield, NJ 07091

Toll free: 1-800-526-2663

www.lancome-usa.com

Land O’Lakes, Inc. 

Consumer Affairs

PO Box 64050 

St. Paul, MN 55164

Toll free: 1-800-328-4155 (Consumer 

Affairs)

Toll free: 1-800-328-9680 (Corporate)

www.landolakes.com

Lands’ End, Inc.

Customer Service

One Lands’ End Ln. 

Dodgeville, WI 53595

Toll free: 1-800-963-4816

TTY: 1-800-541-3459

www.landsend.com

La-Z-Boy, Inc.

Consumer Services

1 La-Z-Boy Dr. 

Monroe, MI 48162

Toll free: 1-855-802-6636

www.la-z-boy.com

LeapFrog Enterprises, Inc.

Customer Support

6401 Hollis St., Suite 100 

Emeryville, CA 94608

Toll free: 1-800-701-5327

: support@leapfrog.com

www.leapfrog.com

Lee Jeans

Consumer Services

9001 W. 67th St. 

Merriam, KS 66202

Toll free: 1-800-453-3348

www.lee.com

LEGO Systems, Inc.

Consumer Services

PO Box 1138

Enfield, CT 06083-1138

Toll free: 1-800-453-4652

Toll free: 1-800-835-4386 (Online Store)

www.lego.com

Lennox Industries, Inc.

Consumer Affairs

PO Box 799900 

Dallas, TX 75379

Toll free: 1-800-953-6669

www.lennox.com

Lenovo

Customer Service

1009 Think Pl. 

Morrisville, NC 27560

Toll free: 1-855-253-6686

www.lenovo.com

LensCrafters

4000 Luxottica Pl. 

Mason, OH 45040

Toll free: 1-877-753-6727

TTY: 1-855-589-8891

www.lenscrafters.com

Levi Strauss Company

1155 Battery St. 

San Francisco, CA 94111

Toll free: 1-866-860-8907

www.levi.com

LG Electronics, Inc

Customer Service

1000 Sylvan Ave. 

Englewood Cliffs, NJ 07632

Toll free: 1-800-243-0000

www.lg.com

Liberty Mutual Insurance Group 

Customer Service

100 Liberty Way 

Dover, NH 03820

Toll free: 1-800-398-8924

Toll free: 1-800-225-2467 (Claim Status)

www.libertymutual.com

LinkedIn Corporation

2029 Stierlin Ct. 

Mountain View, CA 94043

www.linkedin.com

Little Tikes

Consumer Services

2180 Barlow Rd. 

Hudson, OH 44236

Toll free: 1-800-321-0183

www.littletikes.com

L.L. Bean, Inc.

Dept. CFM

Freeport, ME 04033

207-552-3028

Toll free: 1-800-441-5713

TTY: 1-800-545-0090

www.llbean.com 

L’Oreal USA 

Consumer Care Center

575 Fifth Ave. 

New York, NY 10017

212-818-1500 (Headquarters)

Toll free: 1-800-322-2036

www.lorealusa.com

Lowe’s

Customer Care

PO Box 1111 

North Wilkesboro, NC 28656

Toll free: 1-800-445-6937

: customercare@lowes.com

www.lowes.com

Lyft, Inc.

2300 Harrison St. 

San Francisco, CA 94143

415-206-1570

www.lyft.com

M

MAACO Enterprises, Inc.

440 S. Church St., Suite 700 

Charlotte, NC 28202

704-377-8855

Toll free: 1-800-523-1180

www.maaco.com
 SOCAP International Member Consumer Action Handbook 83

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Macy’s

Credit and Customer Services

PO Box 8215 

Mason, OH 45040

Toll free: 1-877-876-2297 (Customer 

Service)

Toll free: 1-888-257 6757 (Credit)

www.macys.com

Magnavox

Toll free: 1-800-605-8610 (TV, DVD 

Player, Blu-ray Disc Player)

Toll free: 1-800-705-2000 (All other 

products)

www.magnavox.com

Marc Jacobs

Toll free: 1-877-707-6272

: customerservice@marcjacobs.com

www.marcjacobs.com

Marriott International, Inc.

Customer Support

310 Bearcat Dr. 

Salt Lake City, UT 84115

Toll free: 1-800-721-7033

www.marriott.com

Mars Chocolate North America 

Customer Care Department

800 High St. 

Hackettstown, NJ 07840

www.mars.com

Marshalls, Inc.

See: TJX Companies, Inc. 

Toll free: 1-888-627-7425

www.marshallsonline.com

Mary Kay, Inc. 

PO Box 799045 

Dallas, TX 75379

Toll free: 1-800-627-9529

www.marykay.com

Massachusetts Mutual Insurance 

Company (Mass Mutual)

Customer Relations

1295 State St. 

Springfield, MA 01111

Toll free: 1-800-272-2216 (Annuities, 

Disability Income, and 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

914-249-2000

Toll free: 1-800-627-8372

www.mastercard.com

Mattel, Inc.

Customer Service

636 Girard Ave. 

East Aurora, NY 14052

Toll free: 1-800-524-8697

TTY: 1-800-382-7470

: service@mattel.com

www.mattel.com

Maybelline, Inc.

Customer Care

PO Box 1010 

Clark, NJ 07066

Toll free: 1-800-944-0730

www.maybelline.com

Mayflower Transit, LLC

One Mayflower Dr. 

Fenton, MO 63026

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

McCain Foods USA, Inc. 

2275 Cabot Dr. 

Lisle, IL 60532

Toll free: 1-800-938-7799

www.mccainfoods.com

McCormick & Company, Inc. 

Consumer Affairs

211 Schilling Circle 

Hunt Valley, MD 21031

Toll free: 1-800-632-5847

www.mccormick.com

McDonald’s Corporation 

2111 McDonald’s Dr. 

Oak Brook, IL 60523

Toll free: 1-800-244-6227

www.mcdonalds.com

McKee Foods Corporation 

Consumer Services

PO Box 750 

Collegedale, TN 37315

Toll free: 1-800-522-4499

www.mckeefoods.com

Mead Johnson

2701 Patriot Blvd., 4th Floor 

Glenview, IL 60026

Toll free: 1-800-222-9123

www.meadjohnson.com

Meijer, Inc. 

2929 Walker Ave., NW

Grand Rapids, MI 49544

Toll free: 1-877-363-4537

www.meijer.com

Meineke Car Care Centers, Inc.

Toll free: 1-800-447-3070

www.meineke.com

Men’s Warehouse

6380 Rogerdale Rd. 

Houston, TX 77072

Toll free: 1-800-851-6744

www.menswarehouse.com

The Mentholatum Company, Inc.

Consumer Affairs

707 Sterling Dr. 

Orchard Park, NY 14127

Toll free: 1-877-636-2677

www.mentholatum.com

Merrill Lynch Company, Inc.

(Contact local branch manager first)

4 World Financial Center 250 Vesey St.

New York, NY 10080

Toll free: 1-800-637-7455

TTY: 1-866-657-3323

: general_askml@ml.com

www.ml.com

Merry Maids

PO Box 751017 

Memphis, TN 38175-1017

Toll free: 1-800-798-8000

www.merrymaids.com

MetLife, Inc.

200 Park Ave. 

New York, NY 10166

Toll free: 1-800-422-4272 (Auto and 

Home Insurance)

Toll free: 1-800-638-5000 (Life Insurance)

Toll free: 1-800-308-0179 (Long-Term 

Care Insurance)

www.metlife.com

Michael Kors 

11 W. 42 St. 

New York, NY 10036

Toll free: 1-866-709-5677

TTY: 1-855-889-5677

: customerservice@michaelkors.com

www.michaelkors.com

Michelin North America, Inc. 

Consumer Care Department

PO Box 19001 

Greenville, SC 29602-9001

Toll free: 1-866-866-6605

www.michelinman.com

Michelina’s

Consumer Affairs

See: Bellisio Foods, Inc. 

Toll free: 1-800-446-5469

: michelinas@bellisiofoods.com

www.michelinas.com
84 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Micro Center

Customer Service

4119 Leap Rd. 

Hilliard, OH 43026

614-850-3675

www.microcenter.com

Microsoft Corporation

Customer Service

One Microsoft Way 

Redmond, WA 98052

425-882-8080

Toll free: 1-800-642-7676

TTY: 1-800-892-5234

www.microsoft.com

Midas, Inc.

Consumer Relations

823 Donald Ross Rd. 

Juno Beach, FL 33408

Toll free: 1-800-621-8545

www.midas.com

MillerCoors

Consumer Affairs

250 S. Wacker Dr. 

Chicago, IL 60606

Toll free: 1-800-645-5376

www.millercoors.com

Mitsubishi Digital Electronics 

America, Inc.

Consumer Relations

10833 Valley View St., Suite 300 

Cypress, CA 90630

Toll free: 1-800-332-2119

www.mitsubishi-tv.com

Mondelez International 

Consumer Relations

100 Deforest Ave. 

East Hanover, NJ 07936

Toll free: 1-855-535-5648

www.mondalezinternational.com

Morgan Stanley

Client Advocate

PO Box 95002 

South Jordan, UT 84095

Toll free: 1-866-227-2256

: clientadvocate@morganstanley.

com

www.morganstanley.com

Motel 6

Guest Relations

PO Box 326 

Worthington, OH 43085

Toll free: 1-800-557-3435

: guestrelations@motel6.com

www.motel6.com

Motorola, Inc.

222 W. Merchandise Mart Plaza 

Suite 1800 

Chicago, IL 60654

Toll free: 1-800-734-5870

TTY: 1-888-390-6456

www.motorola.com

Mott’s LLP

Consumer Relations

PO Box 869077 

Plano, TX 75086

Toll free: 1-800-426-4891

www.motts.com

Mutual of Omaha Insurance 

Company

Customer Service

3300 Mutual of Omaha Plaza 

Omaha, NE 68175

Toll free: 1-800-228-7104

Toll free: 1-800-775-1000 (Claims)

www.mutualofomaha.com

N

National Car Rental System, Inc.

Customer Service

600 Corporate Park Dr.

St. Louis, MO 63105

Toll free: 1-800-468-3334

TTY: 1-800-328-6323

www.nationalcar.com

Nationwide Mutual Insurance 

Company

Customer Advocacy

One Nationwide Plaza 

Columbus, OH 43215-2220

Toll free: 1-800-882-2822 ext. 249-6985 

(Customer Advocacy)

Toll free: 1-877-848-6331 (Service and 

Claims)

www.nationwide.com

Nautica Enterprises, Inc.

Consumer Relations

500 Nautica Way 

Martinsville, VA 24112

Toll free: 1-866-376-4184

: Nautica_Consumer_Relations@

VFC.com

www.nautica.com

The Neiman-Marcus Group, Inc. 

Customer Care

PO Box 650589 

Dallas, TX 75265-0589

Toll free: 1-888-888-4757

: neimanmarcus@customercare.

neimanmarcus.com

www.neimanmarcus.com

Nestlé Purina PetCare Company

Consumer Affairs

PO BOX 1326 

Wilkes-Barre, PA 18703

Toll free: 1-800-778-7462

www.purina.com

Nestlé USA 

Consumer Services

800 N. Brand Blvd. 

Glendale, CA 91203

Toll free: 1-800-225-2270

: nestleconsumerservice@

casupport.com

www.nestleusa.com

Nestlé Waters North America, Inc.

900 Long Ridge Rd., Building 2

Stamford, CT 06902-1138

Toll free: 1-888-747-7437

www.nestle-watersna.com

Netflix

Customer Service

100 Winchester Circle 

Los Gatos, CA 95032

Toll free: 1-866-579-7172

www.netflix.com

Neutrogena Corporation

Consumer Affairs

199 Grandview Rd.

Skillman, NJ 08558

Toll free: 1-800-582-4048

www.neutrogena.com

New York & Company

Customer Service

330 W. 34 St. 

New York, NY 10001

Toll free: 1-800-324-1952 (In-Store)

Toll free: 1-800-961-9906 (Online)

: service@nyandcompany.com

www.nyandcompany.com

New York Life Insurance Company

51 Madison Ave. 

New York, NY 10010

Toll free: 1-800-695-9873

www.newyorklife.com

Newell Rubbermaid, Inc. 

Consumer Care

4110 Premier Dr. 

High Point, NC 27265

Toll free: 1-888-895-2110

www.rubbermaid.com

Nike, Inc.

One Bowerman Dr.

Beaverton, OR 97005

Toll free: 1-800-806-6453

www.nike.com
 SOCAP International Member Consumer Action Handbook 85

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Nine West Group, Inc.

Customer Service

1411 Broadway, 20th Floor 

New York, NY 10018

Toll free: 1-800-999-1877

: customer_relations@ninewest.com

www.ninewest.com

Nintendo

4600 150th Ave., NE 

Redmond, WA 98052

Toll free: 1-800-255-3700

www.nintendo.com

Nordstrom, Inc.

Customer Service

1600 7th Ave., Suite 2600 

Seattle, WA 98101

Toll free: 1-888-282-6060

TTY: 1-800-685-2100

: contact@nordstrom.com

www.nordstrom.com

North American Van Lines

Claims Department

PO Box 988 

Ft. Wayne, IN 46801-0988

Toll free: 1-800-348-2111

: customer.service@navl.com

www.northamerican.com

The North Face, Inc.

Customer Service

14450 Doolittle Dr. 

San Leandro, CA 94577

Toll free: 1-800-863-1968

Toll free: 1-855-500-8639 (Warranties)

www.thenorthface.com

Northwestern Mutual Life Insurance 

Company

Corporate Relations

720 E. Wisconsin Ave. 

Milwaukee, WI 53202

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

Toll free: 1-888-669-6682

www.pharma.us.novartis.com

Nutrisystem, Inc. 

Customer Service

600 Office Center Dr. 

Fort Washington, PA 19034

Toll free: 1-800-585-5483

: customerservice@nutrisystem.com

www.nutrisystem.com

O

Ocean Spray Cranberries, Inc. 

Consumer Affairs

One Ocean Spray Dr. 

Lakeville-Middleboro, MA 02349

Toll free: 1-800-662-3263

www.oceanspray.com

Office Depot, Inc.

6600 N. Military Trail 

Del Ray Beach, FL 33496

Toll free: 1-800-463-3768

www.officedepot.com

Old Navy

Customer Service

200 Old Navy Ln. 

Grove City, OH 43123

Toll free: 1-800-653-6289

TTY: 1-800-449-4253

: custserv@oldnavy.com

www.oldnavy.com

Olive Garden

See: Darden Restaurants

Toll free: 1-800-331-2729

www.olivegarden.com

Omni Hotels & Resorts

Guest Relations

4001 Maple Ave. 

Dallas, TX 75219

Toll free: 1-800-809-6664

www.omnihotels.com

1-800-FLOWERS

Customer Service

One Old Country Rd., Suite 500 

Carle Place, NY 11514

Toll free: 1-800-356-9377

www.1-800-flowers.com

Orbitz, LLC 

Customer Service

500 W. Madison St., Suite 1000 

Chicago, IL 60661

Toll free: 1-844-663-2266

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

813-282-1225

: news@outback.com

www.outback.com

Overstock.com

Customer Service

6350 S. 3000, E 

Salt Lake City, UT 84121

801-559-3816

Toll free: 1-800-843-2446

www.overstock.com

P

P.F. Chang’s China Bistro, Inc.

7676 E. Pinnacle Peak Rd. 

Scottsdale, AZ 85255

Toll free: 1-866-732-4264

www.pfchangs.com. 

Panasonic Corporation of North 

America

Customer Experience

661 Independence Pkwy. 

Chesapeake, VA 23320

Toll free: 1-800-211-7262

Toll free: 1-800-405-0652 (Online store)

www.panasonic.com

Panera Bread

3630 S. Geyer Rd. 

St. Louis, MO 63127

Toll free: 1-855-372-6372

www.panerabread.com

Papa John’s International, Inc.

PO Box 99900 

Louisville, KY 40269-9990

Toll free: 1-877-547-7272

www.papajohns.com

PayPal.com

2211 N. First St. 

San Jose, CA 95131

Toll free: 1-888-221-1161

www.paypal.com

PearleVision

Customer Services

4000 Luxottica Pl. 

Mason, OH 45040

Toll free: 1-800-937-3937

www.pearlevision.com
86 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Pella Corporation

Customer Service

102 Main St. 

Pella, IA 50219

Toll free: 1-877-473-5527

www.pella.com

Pep Boys Auto

Customer Service

3111 W. Allegheny Ave. 

Philadelphia, PA 19132

Toll free: 1-800-737-2697

: contactus@pepboys.com

www.pepboys.com

Pepperidge Farm, Inc. 

See: Campbell Soup Company 

Toll free: 1-888-737-7374

www.pepperidgefarm.com

Pepsi-Cola Company

1 Pepsi Way 

Somers, NY 10589

Toll free: 1-800-433-2652

www.pepsi.com

PepsiCo, Inc. 

700 Anderson Hill Rd. 

Purchase, NY 10577

Toll free: 1-800-433-2652

www.pepsico.com

Perdue Farms, Inc. 

Consumer Relations

PO Box 788 

Kings Mountain, NC 28086

Toll free: 1-800-473-7383

www.perdue.com

Perrigo 

515 Eastern Ave. 

Allegan, MI 49010

269-673-8451

Toll free: 1-866-703-4222 (Vitamins)

Toll free: 1-800-719-9260 (Over the 

Counter)

Toll free: 1-866-634-9120 (Prescription 

Drugs)

Toll free: 1-800-272-5095 (Infant 

Products)

www.perrigo.com

Petco

10850 Via Frontera 

San Diego, CA 92127

Toll free: 1-888-824-7257

www.petco.com

PetSmart, Inc.

19601 N. 27th Ave. 

Phoenix, AZ 85027

Toll free: 1-888-839-9638

: customercare@petsmart.com

www.petsmart.com

Pfizer, Inc.

Customer Servce

235 E. 42 St. 

New York, NY 10017

212-733-2323 (Corporate)

Toll free: 1-800-879-3477 

www.pfizer.com

Pharmavite Corporation 

Consumer Affairs

PO Box 9606 

Mission Hills, CA 91346-9606

818-221-6200

Toll free: 1-800-423-2405

Toll free: 1-800-276-2878 (Nature Made)

Toll free: 1-888-676-9569 (Soy Joy)

www.pharmavite.com

Philips Consumer Electronics 

North America

Customer Service

3000 Minuteman Rd. 

Andover, MA 01810

Toll free: 1-866-309-5962 (Televisions)

Toll free: 1-800-635-6156 (LIfe Line)

www.philips.com

Pier 1 Imports 

Customer Service

100 Pier 1 Pl. 

Ft. Worth, TX 76102

Toll free: 1-800-245-4595

: CustomerService@pier1.com

www.pier1.com

Pinnacle Foods 

Consumer Relations

PO Box 971

Miami, FL 33152

Toll free: 1-800-432-3102

www.pinnaclefoods.com

Pioneer Electronics Service, Inc.

Customer Service

1925 E. Dominguez St. 

Long Beach, CA 90810

Toll free: 1-800-228-7221 (Parts)

Toll free: 1-800-421-1404 (Service)

www.pioneerelectronics.com

Pirelli Tire Corporation

100 Pirelli Dr. 

Rome, GA 30161

Toll free: 1-800-747-3554

www.us.pirelli.com

Pizza Hut

7100 Corporate Dr. 

Plano, TX 75024

972-338-7700

Toll free: 1-800-948-8488

www.pizzahut.com

Planet Fitness

Member Support

26 Fox Run Rd. 

Newington, NH 03801

Toll free: 1-855-449-2560

: info@planetfitness.com

www.planetfitness.com

Playskool

See: Hasbro, Inc. 

Toll free: 1-800-752-9755

www.hasbro.com/playskool

Playstation

See: Sony Corporation of America 

Toll free: 1-800-345-7669

www.playstation.com

Playtex Products, Inc.

Consumer Affairs

5901 West Side Ave., Suite 400 

North Bergen, NJ 07047

Toll free: 1-888-310-4290

www.playtexproducts.com

PNC Bank

249 5th Ave., One PNC Plaza

Pittsburgh, PA 15222

Toll free: 1-888-762-2265

: customerservice@pncbank_help.

com

www.pnc.com

Popeyes Louisiana Kitchen

Guest Hospitality

400 Perimeter Center Terrace 

Suite 1000 

Atlanta, GA 30346

Toll free: 1-877-767-3937

www.popeyes.com

Post Holdings, Inc. 

Consumer Affairs

275 Cliff St. 

Battle Creek, MI 49014

Toll free: 1-800-431-7678

www.postfoods.com

Prestige Brands

Consumer Affairs

660 White Plains Rd., Suite 205 

Tarrytown, NY 10591

www.prestigebrandsinc.com

Price Chopper Supermarkets 

Consumer Services

461 Nott St. 

Schenectady, NY 12308

Toll free: 1-800-666-7667

www.pricechopper.com

Priceline.com, LLC

800 Connecticut Ave. 

Norwalk, CT 06854

Toll free: 1-877-477-5807

www.priceline.com
 SOCAP International Member Consumer Action Handbook 87

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Princess Cruise Lines

Customer Relations

24305 Town Center Dr. 

Santa Clarita, CA 91355

Toll free: 1-800-774-6237

: customerrelations@

princesscruises.com

www.princess.com

The Procter & Gamble t

Company 

Consumer Relations

PO Box 599 

Cincinnati, OH 45202

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

Toll free: 1-800-776-4737

TTY: 1-800-778-8633

www.progressive.com

Prudential Financial, Inc.

One Corporate Dr. 

Shelton, CT 06484

Toll free: 1-800-778-2255 (Insurance)

Toll free: 1-888-778-2888 (Annuities)

Toll free: 1-800-732-0416 (Long-Term 

Care)

TTY: 1-800-778-8633

www.prudential.com

Public Storage

Customer Service

PO Box 25050 

Glendale, CA 91221-5050

Toll free: 1-800-567-0759

www.publicstorage.com

Publishers Clearing House 

Consumer Affairs

101 Winners Circle 

Port Washington, NY 11050

Toll free: 1-800-459-4724

Toll free: 1-800-392-4190 (Sweepstakes 

scams using PCH name)

www.pch.com

Publix Super Markets 

Customer Care

PO Box 407 

Lakeland, FL 33802-0407

Toll free: 1-800-242-1227

www.publix.com

PVH Corp.

Customer Service

1001 Frontier Rd., Mail Stop 44 

Bridgewater, NJ 08807

Toll free: 1-800-388-9122 (Van Heusen)

Toll free: 1-800-866-7292 (Izod)

Toll free: 1-866-214-6694 (Calvin Klein)

Toll free: 1-800-866-6922 (Tommy 

Hilfiger)

www.pvh.com

Q

The Quaker Oats Company

PO Box 049003 

Chicago, IL 60604-9003

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

Quizno’s

7595 Technology Way, Suite 200 

Denver, CO 80237

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: 1-888-345-5788

www.qvc.com

R

Radisson Hotels

Customer Care

11340 Blondo St., Suite 100 

Omaha, NE 68164

Toll free: 1-800-615-7253

www.radisson.com

Ralph Lauren Corporation

Customer Service

625 Madison Ave. 

New York, NY 10022

Toll free: 1-888-475-7674

: customerassistance@ralphlauren.

com

www.ralphlauren.com

Ramada Inn

PO Box 4090 

Aberdeen, SD 57401

Toll free: 1-800-828-6644

www.ramada.com

Rayovac Corporation

Consumer Services

PO Box 620992 

Middleton, WI 53562-0992

Toll free: 1-800-237-7000

www.rayovac.com

Reckitt Benckiser Group, PLC 

Consumer Relations

PO Box 224 

Parsippany, NJ 07054-0224

Toll free: 1-800-228-4722

: corpcomms@reckittbenckiser.com

www.rb.com

Red Lobster

Guest Relations

450 S. Orange Ave. 

Orlando, FL 32801

Toll free: 1-844-755-3425

www.redlobster.com

Reebok, Inc.

See: Adidas America, Inc.

Toll free: 1-866-870-1743

www.reebok.com

Regent Seven Seas Cruises

8300 N.W. 33rd St., Suite 100 

Miami, FL 33122

Toll free: 1-844-473-4368

www.rssc.com

Remington Products Company

Consumer Services

507 Stokely Dr.

PO Box 1 

DeForest, WI 53532

Toll free: 1-800-392-6544

: contactus@remingtonproducts.

com

www.remington-products.com

Rent-A-Center

Customer Care

5501 Headquarters Dr. 

Plano, TX 75024

Toll free: 1-800-422-8186

www.rentacenter.com

Residence Inn

See: Marriott International, Inc. 

www.residenceinn.com

Revlon, Inc. 

Consumer Affairs

1501 Williamsboro St. 

Oxford, NC 27565

Toll free: 1-800-473-8566

www.revlon.com

Rich Products

PO Box 20670-0270

St. Simons Island, GA 31522-0270

912-638-5000

Toll free: 1-888-732-7251

: rsp-customer.relations@rich.com
88 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Rite Aid Corporation

Customer Support

30 Hunter Ln. 

Harrisburg, PA 17011

717-761-2633

Toll free: 1-800-748-3243

TTY: 1-800-821-1833

www.riteaid.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

S

SafeAuto Insurance

Customer Service

PO Box 182109 

Columbus, OH 43218-2109

Toll free: 1-800-723-3288

: CSD@safeauto.com

www.safeauto.com

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 Service

PO Box 10327 

Jackson, MS 39289

Toll free: 1-877-551-7257

: service@saks.com

www.saks.com

Sam’s Club

Member Service

2101 S.E. Simple Savings Dr.

Bentonville, AR 72716-0745

Toll free: 1-888-746-7726

www.samsclub.com

Samsung Electronics America

Customer Service and Technical 

Support

85 Challenger Rd. 

Ridgefield Park, NJ 07660

Toll free: 1-800-726-7864

TTY: 1-888-899-7608

www.samsung.com

Sargento Foods, Inc. 

Consumer Affairs

One Persnickety Place 

Plymouth, WI 53073

Toll free: 1-800-243-3737

www.sargento.com

SC Johnson and Son, Inc. 

1525 Howe St. 

Racine, WI 53403

Toll free: 1-800-494-4855

www.scjohnson.com

The Schwan Food Company 

Customer Service

115 W. College Dr. 

Marshall, MN 56258

Toll free: 1-800-533-5290

: questions@schwans.com

www.theschwanfoodcompany.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

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

: consumersealy@sealy.com

www.sealy.com

Sears

Executive 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)

www.sears.com

Seneca Foods Corporation

Consumer Affairs

100 Gambee Rd. 

Geneva, NY 14456

315-926-8100

Toll free: 1-800-872-1110

: customer_service@senecafoods.

com

www.senecafoods.com

Serta, Inc. 

Customer Service

Three Golf Center #392 

Hoffman Estates, IL 60619

Toll free: 1-888-557-3782

www.serta.com

Service Master Company

860 Ridge Lake Blvd. 

Memphis, TN 38120

www.servicemaster.com

7-Eleven, Inc.

Customer Relations

PO Box 711

Dallas, TX 75221-0711

972-828-7011

Toll free: 1-800-255-0711

www.7-Eleven.com

Sharp Electronics Corporation

Customer Service

Sharp Plaza 

Mahwah, NJ 07495-1163

Toll free: 1-800-237-4277

www.sharpusa.com

Sheraton Hotels

See: Starwood Hotels & Resorts 

Worldwide, Inc. 

Toll free: 1-800-325-3535

www.sheraton.com

Shiseido

900 Third Ave., 15th Floor 

New York, NY 10022-4795

Toll free: 1-866-758-5966

: customerservice@shiseidousa.com

www.shiseido.com

Simmons Bedding Company

Consumer Services

One Concourse Pkwy., Suite 800 

Atlanta, GA 30328

Toll free: 1-877-399-9397

: customerassistance@simmons.

com

www.simmons.com

SlimFast Foods Company

Toll free: 1-800-754-6327

www.slimfast.com

Sling Television

9601 S. Meridian Blvd. 

Englewood, CO 80112

Toll free: 1-888-348-1248

www.sling.com

Smithfield Foods

200 Commerce St. 

Smithfield, VA 23430

Toll free: 1-855-411-7675

www.smithfield.com

Sonesta International Hotels 

Corporation

255 Washington St. 

Newton, MA 02458

Toll free: 1-800-766-3782

www.sonesta.com
 SOCAP International Member Consumer Action Handbook 89

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Sony Corporation of America

550 Madison Ave. 

New York, NY 10022

239-768-7547 (Consumer Eletronics)

Toll free: 1-800-345-7669 (Playstation)

www.sony.com

Southwest Airlines

Customer Relations

PO Box 36647-1CR 

Dallas, TX 75235

Toll free: 1-855-234-4654

Toll free: 1-800-435-9792 (Baggage)

TTY: 1-800-533-1305

www.southwest.com

Spirit Airlines

2800 Executive Way 

Miramar, FL 33025

801-401-2220

: support@spirit.com

www.spiritair.com

The Sports Authority, Inc.

Customer Service

1050 W. Hampden Ave. 

Englewood, CO 80110

Toll free: 1-800-360-8721

: customerservice@

thesportsauthority.com

www.sportsauthority.com

Sprint

KSOPHT0101-Z4300 

6391 Sprint Pkwy.

Overland Park, KS 66251-4300

Toll free: 1-888-211-4727 (Mobile 

Phones)

Toll free: 1-800-877-4646 (Long 

Distance)

www.sprint.com

Stanley Black & Decker, Inc.

1000 Stanley Dr. 

New Britain, CT 06053

860-225-5111

www.stanleyblackanddecker.com

Staples, Inc.

Consumer Affairs 

500 Staples Dr. 

Framingham, MA 01702

Toll free: 1-800-333-3330

www.staples.com

Starbucks

Customer Service

PO Box 6363 

Dover, DE 19905-6363

Toll free: 1-800-782-7282

www.starbucks.com

Starwood Hotels & Resorts 

Worldwide, Inc. 

Consumer Affairs

One StarPoint

Stamford, CT 06902

Toll free: 1-800-328-6242

: customercare@starwoodhotels.

com

www.starwoodhotels.com

State Farm

Customer Service

One State Farm Plaza 

Bloomington, IL 61710

309-766-2311

Toll free: 1-800-782-8332 (Claims)

Toll free: 1-877-627-5757 (Emergency 

Road Service)

www.statefarm.com

SteinMart

1200 Riverplace Blvd., 5th Floor 

Jacksonville, FL 32207

Toll free: 1-888-783-4662

www.steinmart.com

Stop & Shop Supermarket 

Company, Inc.

Customer Relations

1385 Hancock St. 

Quincy, MA 02169

Toll free: 1-800-767-7772

www.stopandshop.com

StubHub, Inc

199 Fremont St., Floor 4 

San Francisco, CA 94105

Toll free: 1-866-788-2482

www.stubhub.com

Subway

325 Sub Way 

Milford, CT 06461

Toll free: 1-800-888-4848

www.subway.com

Suntrust

PO Box 85024 

Richmond, VA 23285-5024

Toll free: 1-800-786-8787

TTY: 1-800-854-8965

www.suntrust.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

One Talbots Dr. 

Hingham, MA 02043

781-741-4028

Toll free: 1-800-825-2687

TTY: 1-800-624-9179

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

TD Ameritrade

Investor Services

PO Box 2209 

Omaha, NE 68103-2209

Toll free: 1-800-669-3900

TTY: 1-888-723-8503

www.tdameritrade.com

TD Bank, N.A.

PO Box 219 

Lewiston, ME 04243-0219

Toll free: 1-888-751-9000

www.tdbank.com

TEAC America, Inc.

Customer Service

1834 Gage Rd. 

Montebello, CA 90640

323-726-0303

: custser@teac.com or dsvce@teac.

com (Service and Repair)

www.teac.com

Teleflora

Customer Service

11444 West Olympic Blvd. 4th Floor 

Los Angeles, CA 90064

Toll free: 1-800-493-5610

www.teleflora.com

Terminix

See: Service Master Company 

Toll free: 1-800-837-6464

: customercare@terminix.com 

www.terminix.com

TGI Friday’s

Guest Relations

4201 Marsh Ln. 

Carrollton, TX 75007

Toll free: 1-800-374-3297

: tgifguestrelations@cybercrs.net

www.tgifridays.com
90 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

3M

Customer Relations

3M Center 

St. Paul, MN 55144-1000

Toll free: 1-800-364-3577

www.3m.com

Thrifty Car Rental

Customer Service 2W2

PO Box 33167 

Tulsa, OK 74153-1167

Toll free: 1-800-334-1705

www.thrifty.com

TicketMaster

Fan Support

1000 Corporate Landing 

Charleston, WV 25311

Toll free: 1-800-653-8000

www.ticketmaster.com

Time Warner Cable Enterprises, 

LLC

60 Columbus Circle, 16th Floor 

New York, NY 10023

Toll free: 1-800-892-4357

www.timewarnercable.com

TJ 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 Wireless

Customer Relations

PO Box 37380 

Albuquerque, NM 87176-7380

Toll free: 1-877-453-1304

TTY: 1-877-296-1018

www.tmobile.com

The Toro Company 

Customer Care

8111 Lyndale Ave., S 

Bloomington, MN 55420

Toll free: 1-888-384-9939

www.toro.com

Toshiba America

Digital Products Division

9740 Irvine Blvd. 

Irvine, CA 92618-1697

Toll free: 1-800-457-7777 (Computers)

Toll free: 1-800-631-3811 (TVs)

www.tacp.toshiba.com

Toys ‘R Us

Customer Relations

One 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

626-599-3817

www.traderjoes.com

Trane

Consumer Relations

PO Box 4419

Bridgeton, MO 63044

Toll free: 1-800-945-5884

www.trane.com

TransUnion, LLC

Consumer Solutions

PO Box 2000 

Chester, PA 19022

Toll free: 1-800-888-4213 (Obtain a 

Report)

Toll free: 1-800-916-8800 (Disputes)

Toll free: 1-800-680-7289 (Frauds)

www.transunion.com

Travelzoo 

590 Madison Ave. 

New York, NY 10022

Toll free: 1-877-665-0000

www.travelzoo.com

Travelers Companies, Inc.

Consumer Affairs

One Tower Square 

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 Care

11603 Crosswinds Way, Suite 125 

San Antonio, TX 78233

Toll free: 1-888-872-8356

Toll free: 1-877-815-5446 (Cruises)

TTY: 1-800-555-7585

www.travelocity.com

Travelodge

PO Box 4090 

Aberdeen, SD 57401

Toll free: 1-800-835-2424

www.travelodge.com

True Value Company

Customer Service

8600 W. Bryn Mawr Ave. 

Chicago, IL 60631-3505

Toll free: 1-877-502-4641

www.truevalue.com

TruGreen Lawn Care

860 Ridge Lake Blvd. 

Memphis, TN 38120

Toll free: 1-800-458-4186

www.trugreen.com

24 Hour Fitness

Member Services

PO Box 2689 

Carlsbad, CA 92018 

Toll free: 1-800-432-6348

www.24hourfitness.com

Twitter.com

1355 Market St., Suite 900

San Francisco, CA 94103

www.twitter.com

Tyson Foods 

Consumer Relations

PO Box 2020, CP631 

Springdale, AR 72765-2020

Toll free: 1-800-233-6332

: comments@tyson.com

www.tyson.com

U

Uber

1455 Market St. 

San Francisco, CA 94103

www.uber.com

U-Haul International

Customer Service

2727 N. Central Ave. 

Phoenix, AZ 85004

Toll free: 1-800-789-3638

www.uhaul.com

Under Armour, Inc.

Customer Service

1020 Hull St., Suite 300 

Baltimore, MD 21230

Toll free: 1-888-727-6687

: customerservice@underarmour.

com

www.underarmour.com

Uniden America Corporation

Customer Service

3001 Gateway Dr., Suite 130 

Irving, TX 75063

Toll free: 1-800-297-1023

TTY: 1-800-555-7585

www.uniden.com
 SOCAP International Member Consumer Action Handbook 91

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Unilever t

Consumer Services

920 Sylvan Ave. 

Englewood Cliffs, NJ 07632

Toll free: 1-800-298-5018

www.unilever.com

Uniroyal Tires

Consumer Care

PO Box 19001 

Greenville, SC 29602-9001

Toll free: 1-877-458-5878

www.uniroyal.com

United Airlines

Customer Care

900 Grand Plaza NHCCR 

Houston, TX 77067-4323

Toll free: 1-800-864-8331

Toll free: 1-800-335-2247 (Baggage)

Toll free: 1-877-624-2660 (Post-travel 

Feedback)

TTY: 1-800-323-0170

www.ual.com

United Healthcare

Customer Service

PO Box 29675 

Hot Springs, AR 71903-9802

Toll free: 1-866-633-2446

www.uhc.com

United Parcel Service (UPS)

Customer Service

55 Glenlake Pkwy., NE 

Atlanta, GA 30328

Toll free: 1-800-742-5877

TTY: 1-800-833-0056

www.ups.com

United Van Lines, Inc.

Claims Department

Toll free: 1-877-740-3040

Toll free: 1-800-325-9970 (Submit a 

Claim)

www.unitedvanlines.com

Uno Pizzeria & Grill

100 Charles Park Rd. 

Boston, MA 02132

617-323-9200

: mail@unos.com

www.unos.com

US Bancorp

US Bancorp Center

800 Nicollet Mall

Minneapolis, MN 55402

Toll free: 1-800-872-2657

TTY: 1-800-685-5065

www.usbank.com

USAA Federal Savings Bank

10750 McDermott Fwy. 

San Antonio, TX 78288-9876

210-531-8722

Toll free: 1-800-531-8722

www.usaa.com

V

Vera Bradley 

Customer Service

12420 Stonebridge Rd. 

Roanoke, IN 46783

Toll free: 1-888-855-8372

: customercare@verabradley.com

www.verabradley.com

Verizon Communications, Inc.

Residential Phone, Internet and TV

PO Box 5156 

Tampa Bay, FL 33675

Toll free: 1-800-837-4966

TTY: 1-800-974-6006

www.verizon.com

Verizon Wireless

Correspondence Team

PO Box 5029

Wallingford, CT 06492

www.verizonwireless.com

Viking Cruises

5700 Canoga Ave. 

Woodland Hills, CA 91367

Toll free: 1-855-338-4546

www.vikingcruises.com

Virgin Atlantic Airways, Ltd.

Customer Relations

PO Box 570 

Canton, MA 02021

Toll free: 1-888-747-7474

: customer.relations.us@fly.virgin.

com

www.virgin-atlantic.com

Virgin Mobile USA, LLP

Customer Care

PO Box 4600 

Reston, VA 20195

Toll free: 1-888-322-1122

www.virginmobileusa.com

Visa USA, Inc.

PO Box 8999 

San Francisco, CA 94128

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

Voya

230 Park Ave 

New York, NY 10169

Toll free: 1-855-663-8692

Toll free: 1-800-262-3862 (Retirement 

Plans)

Toll free: 1-877-886-5050 (LIfe Insurance)

www.voya.com

W

W Hotels

See: Starwood Hotels & Resorts 

Worldwide

Toll free: 1-877-946-8357

www.whotels.com

Wakefern Food Corp. 

Customer Service

PO Box 7812 

Edison, NJ 08818

908-527-3300

www.wakefern.com

Wal-Mart Stores, Inc.

Customer Service

850 Cherry Ave. 

San Bruno, CA 94066

Toll free: 1-800-925-6278

Toll free: 1-800-966-6546 (Website 

Questions)

www.walmart.com

Walgreens 

Consumer Relations

1419 Lake Cook Rd., Mail Stop #L390

Deerfield, IL 60015

Toll free: 1-800-925-4733 

www.walgreens.com

Wegmans Food Markets

Customer Service

1500 Brooks Ave. PO Box 30844

Rochester, NY 14603-0844

Toll free: 1-800-934-6267

www.wegmans.com

Weight Watchers International

Corporate Affairs

675 Sixth Ave., 6th Floor 

New York, NY 10010

Toll free: 1-800-651-6000

www.weightwatchers.com

Wells Fargo Company 

Customer Service

PO Box 560948 

Charlotte, NC 28256

Toll free: 1-800-869-3557 (General)

TTY: 1-800-877-4833

www.wellsfargo.com
92 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

The Wendy’s Group

Customer Service

One Dave Thomas Blvd. 

Dublin, OH 43017

Toll free: 1-888-624-8140

www.wendys.com

Western Union Financial Services, 

Inc.

Customer Advocate Department

PO Box 6036 

Englewood, CO 80112

Toll free: 1-800-325-6000

TTY: 1-800-877-8973

: customeradvocatedept@

westernunion.com

www.westernunion.com

Westin

See: Starwood Hotels & Resorts 

Worldwide, Inc. 

Toll free: 1-800-937-8461

www.westin.com

Whirlpool Corporation

Customer Service

553 Benson Rd. 

Benton Harbor, MI 49022

Toll free: 1-866-698-2538

www.whirlpool.com

Whitewave Foods 

Consumer Affairs

12002 Airport Way 

Broomfield, CO 80021

Toll free: 1-800-878-9762 (Land O 

Lakes)

Toll free: 1-888-820-9283 (Silk)

www.whitewave.com

Whole Foods Market, Inc.

Customer Service

550 Bowie St. 

Austin, TX 78703-4644

512-542-0878

www.wholefoods.com

Williams-Sonoma, Inc.

Customer Service

3250 Van Ness Ave. 

San Francisco, CA 94109

Toll free: 1-877-812-6235

: customerservice@williamssonoma.com

www.williams-sonoma.com

Wrangler

Consumer Relations

PO Box 21488 

Greensboro, NC 27420

Toll free: 1-888-784-8571

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

Y

Yahoo! Online

Customer Care

701 First Ave. 

Sunnyvale, CA 94089

408-349-5070

www.yahoo.com

Yokohama Tire USA 

1 MacArthur Place, Suite 800 

Santa Ana, CA 92707

Toll free: 1-800-722-9888

www.yokohamatire.com

YUM! Brands, Inc.

Customer Relations

1900 Colonel Sanders Lane 

Louisville, KY 40213

Toll free: 1-800-225-5532 (KFC)

Toll free: 1-800-948-8488 (Pizza Hut)

Toll free: 1-800-822-6235 (Taco Bell)

www.yum.com

Z

Zappos.com

Customer Loyalty

400 E. Stewart Ave. 

Las Vegas, NV 89101

Toll free: 1-800-927-7671

: cs@zappos.com

www.zappos.com

Zipcar

35 Thomson Pl. 

Boston, MA 02210

Toll free: 1-866-494-7227

www.zipcar.com

CORPORATE CONSUMER CONTACTS
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 93

FEDERAL AGENCIES

FEDERAL AGENCIES

Contact Federal Agencies

Many federal agencies have enforcement and/or 

complaint-handling 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 printed publications, 

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 and videos on social media outlets, blogs, 

text messages, and news feeds. Call toll free 1-844-872-

4681 to get help determining the right agency to contact. 

Commission on Civil Rights

Public Affairs Unit

1331 Pennsylvania Ave., NW, Suite 1150

Washington, DC 20425

202-376-8591

202-376-8128 (Publications)

Toll free: 1-800-552-6843 (Complaint Referral)

TTY: 1-800-877-8339 (Complaint Referral)

: referrals@usccr.gov

www.usccr.gov

The U.S. Commission on Civil Rights is an independent, 

bipartisan agency that monitors federal civil rights 

enforcement. The agency’s complaint referral service helps 

to place you in contact with an office that can help you file a 

discrimination complaint.

Consumer Financial Protection Bureau (CFPB)

PO Box 4503

Iowa City, IA 52244

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 provides educational materials 

and accepts complaints. It also supervises banks, lenders, 

credit unions, as well as non bank entities and products, such 

as credit reporting agencies, debt collection companies, 

and credit and debt repair services. CFPB also makes loan 

disclosures clearer so consumers can understand their 

rights and responsibilities.

Consumer Product Safety Commission (CPSC)

4330 East West Hwy.

Bethesda, MD 20814

301-504-7923

Toll free: 1-800-638-2772 (8:00 am - 4:30 pm, ET)

TTY: 301-595-7054

www.cpsc.gov

www.recalls.gov (Government recalls)

www.saferproducts.gov (Report incidents, injuries or 

safety concerns)

www.cpsc.gov/es/SeguridadConsumidor (in Spanish)

The CPSC protects the public from unreasonable risks of 

serious injury or death from thousands of types of consumer 

products, including products that pose a fire, electrical, 

chemical, or mechanical hazard or can injure children.

Department of Agriculture (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 (Dietary Guidelines)

The CNPP develops and promotes dietary guidance to 

improve the health and well-being of consumers.

Food and Nutrition Service (FNS)

3101 Park Center Dr.

Alexandria, VA 22302

703-305-2062

www.fns.usda.gov

www.fns.usda.gov/forms (Library of forms for food 

assistance programs)

FNS provides children and low-income people access to 

food, a healthful diet, and nutrition education. The agency 

manages several programs, including Supplemental 

Nutrition Assistance Program (SNAP), school meals, and 

Women, Infants and Children (WIC).

Meat and Poultry Hotline

Food Safety and Inspection Service

1400 Independence Ave., SW

Washington, DC, DC 20250-3700

Toll free: 1-888-674-6854 (10:00 am - 4:00 pm, ET)

: mphotline.fsis@usda.gov

www.fsis.usda.gov

This hotline answers questions about the safe storage, 

handling, and preparation of meat, poultry, and egg products 

to help you prevent foodborne illness.

National Institute of Food and Agriculture (NIFA)

1400 Independence Ave., SW, Mail Stop 2201

Washington, DC 20250-2201

202-720-4423

nifa.usda.gov

nifa.usda.gov/partners-and-extension-map (Find local 

Extension offices)

www.extension.org (Information from extension 

educators)

NIFA shares research-based information on health, nutrition, 

and personal finance topics through a network of county 

extension offices. The educators in extension offices 

conduct workshops, create, and distribute publications. 

Check the county government listings in your local telephone 

directory to find your local Cooperative Extension office.
94 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

Department of Commerce (DOC)

Seafood Inspection Program

National Oceanic and Atmospheric Administration (NOAA)

1315 East West Hwy.

Silver Spring, MD 20910

301-427-8300

Toll free: 1-800-422-2750

: NMFS.Seafood.Services@noaa.gov

www.seafood.nmfs.noaa.gov

www.fishwatch.gov (Choosing seafood)

NOAA oversees fisheries management in the United States 

and provides a voluntary inspection service to the industry. 

The Seafood Inspection Program offers consumer tips 

on purchasing, storing, and preparing seafood (fish and 

shellfish).

United States Patent and Trademark Office (USPTO)

PO Box 1450

Alexandria, VA 22313-1450

Toll free: 1-800-786-9199 (8:30 am - 8:00 pm, ET)

TTY: 1-800-877-8339

: usptoinfo@uspto.gov

www.uspto.gov

The USPTO grants patents for intellectual property and 

trademarks for brand names symbols, protecting the rights of 

inventors and designers.

Department of Education (ED)

The Education Publications Center (EDPUBS)

PO Box 22207

Alexandria, VA 22304

Toll free: 1-877-433-7827 (9:00 am - 6:00 pm, ET, English and 

Spanish)

TTY: 1-877-576-7734

: edpubs@edpubs.ed.gov

www.edpubs.gov

EDPUBS offers 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 (English and Spanish)

TTY: 1-800-730-8913 (English and Spanish)

: FederalStudentAidCustomerService@ed.gov

www.studentaid.ed.gov

Federal Student Aid provides grants, work-study, and federal 

loans for students attending career schools, colleges, and 

universities.

Office for Civil Rights (OCR)

400 Maryland Ave., SW

Washington, DC 20202-1100

202-245-6100

Toll free: 1-800-421-3481

TTY: 1-800-877-8339

: ocr@ed.gov

www.ed.gov/ocr

The OCR ensures equal access to education and resolves 

complaints of discrimination.

Office of Career, Technical, and Adult Education 

(OCTAE)

400 Maryland Ave., SW

Washington, DC 20202-7100

202-245-7700

Toll free: 1-800-872-5327 (Multiple languages)

: octae@ed.gov

www2.ed.gov/octae

OCTAE administers and coordinates programs that are 

related to adult education and literacy, career and technical 

education, and community colleges.

Office of Postsecondary Education (OPE)

1990 K St., NW

Washington, DC 20006

202-502-7750

www2.ed.gov/ope

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, and provides a searchable 

database of accredited postsecondary institutions and 

programs.

Office of Special Education and Rehabilitative 

Services (OSERS)

400 Maryland Ave., SW

Washington, DC 20202-7100

202-245-7468

www2.ed.gov/osers

OSERS provides resources to parents and individuals, school 

districts and states in three main areas: special education, 

vocational rehabilitation, and research.

Department of Energy (DOE)

Public Affairs

Department of Energy

1000 Independence Ave., SW

Washington, DC 20585

202-586-4940

Toll free: 1-800-342-5363

TTY: 1-800-877-8339

www.energy.gov/public-services

Energy Efficiency and Renewable Energy (EERE)

Office of the Assistant Secretary

Department of Energy

Mail Stop EE-1

Washington, DC 20585

202-586-9220

energy.gov/eere/office-energy-efficiency-renewableenergy

EERE provides tips and information on products, services, 

rebates, and tax credits on ways to save money and energy.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 95

FEDERAL AGENCIES

FEDERAL AGENCIES

Department of Health and Human Services 

(HHS)

Aging.gov

www.aging.gov

Aging.gov provides resources and tools from across 

government agencies that can help seniors and their loved 

ones in areas that matter, including health, longterm care, 

and financial wellbeing.

AIDS.gov

200 Independence Ave., SW, Room 443H

Washington, DC 20201

www.aids.gov

AIDS.gov works to increase knowledge about HIV/AIDS and 

access to HIV services for people at-risk for, or living with, 

HIV.

Centers for Disease Control and Prevention (CDC)

1600 Clifton Rd.

Atlanta, GA 30329-4027

Toll free: 1-800-232-4636 (M-F, 8:00 am - 8:00 pm, ET, English 

and Spanish)

TTY: 1-888-232-6348

www.cdc.gov

www.cdc.gov/spanish (in Spanish)

www.cdc.gov/std (Sexually transmitted diseases 

resources)

www.cdc.gov/std/spanish (Sexually transmitted diseases 

resources, in Spanish)

www.cdc.gov/hiv (HIV and AIDs research and resources)

www.cdc.gov/hiv/spanish (HIV and AIDs research and 

resources, in Spanish)

The CDC protects the country from health, safety, and 

security threats. The CDC also promotes healthy behaviors 

and communities. This agency also conducts research and 

provides resources for people that live with HIV, AIDs, and 

other sexually transmitted diseases.

Flu.gov

www.flu.gov

Flu.gov provides information about the flu, symptoms and 

treatment, and where to get vaccinations.

Health Resources and Services Administration 

(HRSA)

5600 Fishers Ln.

Rockville, MD 20857

www.hrsa.gov

findahealthcenter.hrsa.gov (Find a local health center)

HRSA is responsible for improving access to health 

care services for people that are geographically isolated, 

uninsured or medically vulnerable.

HHS-TIPS Fraud Hotline

Office of Inspector General

Attn: OIG Hotline Operations

PO Box 23489

Washington, DC 20026

Toll free: 1-800-447-8477

TTY: 1-800-377-4950

www.oig.hhs.gov

www.stopmedicarefraud.gov (Report Medicare Fraud)

The Office of Inspector General (OIG) protects the integrity 

of HHS programs, as well as the health and welfare of those 

programs’ beneficiaries.

National Health Information Center (NHIC)

1101 Wootton Pkwy., Suite LL100

Rockville, MD 20852

240-453-8280

: odphpinfo@hhs.gov

www.health.gov/nhic

www.healthfinder.gov (Tools for healthy living)

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.hhs.gov/ocr

OCR helps to protect you from discrimination in certain 

healthcare and social service programs as well as protects 

the privacy of your health information.

Substance Abuse and Mental Health Services 

Administration (SAMHSA)

1 Choke Cherry Rd.

Rockville, MD 20857

Toll free: 1-877-726-4727

Toll free: 1-800-273-8255 (Suicide Prevention Lifeline)

TTY: 1-800-487-4889

TTY: 1-800-799-4889 (Suicide Prevention Lifeline)

: SAMHSAInfo@samhsa.hhs.gov

www.samhsa.gov

SAMHSA helps people that live with mental illness or are 

dealing with substance abuse. The agency works to connect 

mental health professionals and treatment centers with 

people that need their services through a referral hotline and 

an online treatment center locator.

Vaccines.gov

www.vaccines.gov

Vaccines.gov provides information about vaccines, 

vaccinations, and immunizations through each stage of life.

Administration for Children & Families (ACF)

370 L’Enfant Promenade, SW

Washington, DC 20447

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.

Child Welfare Information Gateway

Children’s Bureau / ACYF

1250 Mayland Ave., SW, 8th Floor

Washington, DC 20024

Toll free: 1-800-394-3366 (9:30 am - 5:30 pm, ET)
96 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

: 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 Safeline (NRS)

Administration for Children & Families (ACF)

3141B N. Lincoln Ave.

Chicago, IL 60657

773-880-9860

Toll free: 1-800-786-2929 (24 hrs./7 days a week)

www.1800runaway.org

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.

Office of Child Support Enforcement (OCSE)

Administration for Children & Families (ACF)

370 L’Enfant Plaza, SW

Washington, DC 20447

202-401-9373

: ocsehotline@acf.hhs.gov

www.acf.hhs.gov/programs/css

The OCSE assures that assistance in obtaining support 

(both financial and medical) is available to children by 

locating parents, establishing paternity and support 

obligations, and enforcing those obligations.

Administration for Community Living (ACL)

330 C St., SW

Washington, DC 20201

202-401-4634

: aclinfo@acl.hhs.gov

www.acl.gov

Administration on Aging (AoA)

www.aoa.gov

The AoA promotes the well-being of older individuals by 

providing services and programs designed to help them live 

independently in their homes and communities.

Eldercare Locator

Administration for Community Living (ACL)

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 a free national service 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 a public service of 

the Administration on Aging.

Centers for Medicare & Medicaid Services (CMS)

Office of External Affairs

7500 Security Blvd.

Baltimore, MD 21244

www.cms.gov

Health Insurance Marketplace

Toll free: 1-800-318-2596 (24 hrs./7 days a week)

TTY: 1-855-889-4325

www.healthcare.gov

www.cuidadodesalud.gov (in Spanish)

The Health Insurance Marketplace helps uninsured people 

enroll in a health insurance plan.

Center for Medicaid and CHIP Services (CMCS)

Toll free: 1-877-267-2323

Toll free: 1-877-543-7669 (CHIP)

www.medicaid.gov

www.insurekidsnow.gov (health insurance for children)

CMCS is the federal agency responsible for Medicaid 

and Child Health Insurance Programs (CHIP). Medicaid 

and CHIP provide health insurance for people with lower 

incomes, children, pregnant women, the elderly, and people 

with disabilities. Eligibility is determined by each state.

Medicare Service Center

Toll free: 1-800-633-4227

TTY: 1-877-486-2048

www.medicare.gov

www.mymedicare.gov (Personalized Medicare benefits)

The Medicare Service Center provides information on 

Medicare topics, manages orders of Medicare publications, 

provides detailed information about the Medicare managed 

care plans in your area, and helps locate health care 

providers that participate in Medicare.

Food and Drug Administration (FDA)

10903 New Hampshire Ave.

Silver Spring, MD 20993

Toll free: 1-888-463-6332

: consumerinfo@fda.hhs.gov

www.fda.gov

www.fda.gov/ForConsumers/default.htm

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 

Information Line (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.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 97

FEDERAL AGENCIES

FEDERAL AGENCIES

Center for Tobacco Products (CTP)

10903 New Hampshire Ave.

Bldg. 71, Room G335

Silver Spring, MD 20993-0002

Toll free: 1-877-287-1373 (9:00 - 4:00 pm, ET)

: askctp@fda.hhs.gov

www.fda.gov/tobaccoproducts

The CTP sets standards for tobacco products and label 

requirements, and enforces advertising restrictions. 

National Institutes of Health (NIH)

9000 Rockville Pike

Bethesda, MD 20892

301-496-4000

TTY: 301-402-9612

: NIHinfo@od.nih.gov

www.nih.gov

www.medlineplus.gov (Online health library)

www.medlineplus.gov/spanish (Online health library, in 

Spanish)

NIH conducts and supports medical research and its 

application to enhance health, lengthen life, and reduce 

illness and disability.

AIDSinfo

National Institutes of Health (NIH)

PO Box 4780

Rockville, MD 20849-6303

301-315-2816

Toll free: 1-800-448-0440 (M-F, 1:00 pm - 4:00 pm, ET, English 

and Spanish)

TTY: 1-888-480-3739

: ContactUs@aidsinfo.nih.gov

www.aidsinfo.nih.gov

infoSIDA.nih.gov (in Spanish)

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 loved ones, health care providers, and scientists.

National Institute of Allergy and Infectious Diseases 

(NIAID)

National Institutes of Health (NIH)

5601 Fishers Lane, MSC 9806

Bethesda, MD 20892-9806

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.

National Cancer Institute (NCI)

National Institutes of Health (NIH)

GB 9609 MSC 9760

9609 Medical Center Dr.

Bethesda, MD 20892-9760

Toll free: 1-800-422-6237 (M-F, 8:00 am - 8:00 pm ET, English 

and Spanish)

www.cancer.gov

www.cancer.gov/espanol (in Spanish)

NCI’s National Cancer Program conducts and supports 

research, training, health information dissemination. It also 

provides programs that address the prevention, cause, 

diagnosis, treatment, and rehabilitation from cancer. The NCI 

also foucses on the continuing care of cancer patients and 

their families.

National Institute of Mental Health (NIMH)

National Institutes of Health (NIH)

6001 Executive Blvd.

Room 6200, MSC 9663

Bethesda, MD 20892-9663

Toll free: 1-866-615-6464 (8:30 am - 5:00 pm, ET)

TTY: 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.

Department of Homeland Security (DHS)

245 Murray Lane, SW

Washington, DC 20528-0075

202-282-8000

202-282-8495 (Comment Line)

www.dhs.gov

www.dhs.gov/en-espanol (in Spanish)

The Department’s missions include preventing terrorism and 

enhancing security; managing our borders; administering 

immigration laws; securing cyberspace; and ensuring 

disaster resilience.

Transportation Security Administration (TSA)

601 S. 12th St.

TSA-9

Arlington, VA 20598-6009

Toll free: 1-866-289-9673 (M-F, 8:00 am - 11:00 pm, ET, SatSun/holidays 9:00 am - 8:00 pm, ET)

: TSA-ContactCenter@tsa.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. Citizenship and Immigration 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)

TTY: 1-800-767-1833

www.uscis.gov

www.uscis.gov/es (in Spanish)

The USCIS is responsible for processing immigration 

and naturalization applications, and establishing policies 

regarding immigration services.
98 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

U.S. Computer Emergency Readiness Team (USCERT)

Attn: NPPD/CS&C/NCCIC/US-CERT

Mail Stop 0635

245 Murray Lane, SW Bldg. 410

Washington, DC 20598

Toll free: 1-888-282-0870

: info@us-cert.gov

www.us-cert.gov

US-CERT strives for a safer Internet by responding to major 

incidents and analyzing threats.

U.S. Customs and Border Protection (CBP)

1300 Pennsylvania Ave., NW

Washington, DC 20229

202-325-8000

Toll free: 1-877-227-5511 (General inquiries, M-F, 9:00 am - 4:00 

pm, ET)

TTY: 1-866-880-6582

www.cbp.gov

CBP prevents individuals from entering the country illegally 

or bringing harmful and illegal substances into the US. It 

also protects 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

202-646-2500

Toll free: 1-800-621-3362

TTY: 1-800-462-7585

www.fema.gov

www.fema.gov/es (in Spanish)

www.ready.gov (Disaster Preparedness)

www.ready.gov/es (Disaster Preparedness, in Spanish)

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 (7:00 am - 11:00 pm, ET)

TTY: 1-800-462-7585

: FEMA-ContactUs@fema.dhs.gov

www.disasterassistance.gov

www.disasterassistance.gov/es (Disaster Assistance, in 

Spanish)

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.

National Flood Insurance Program (NFIP)

Federal Emergency Management Agency

500 C St., SW

Washington, DC 20472

Toll free: 1-888-379-9531

TTY: 1-800-720-1090

: FloodSmart@dhs.gov

www.floodsmart.gov

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

Toll free: 1-800-669-9777 (Complaints Hotline, English and 

Spanish)

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. File a complaint with this office if you believe that 

you have been the victim of housing discrimination.

Department of Housing

451 7th St., SW

Washington, DC 20410

Toll free: 1-800-569-4287 (Find a housing counselor)

TTY: 202-708-1455

portal.hud.gov/portal/page/portal/HUD/program_

offices/housing

www.hud.gov/counselors (Housing counseling)

The Department of Housing provides public services through 

its national programs. It oversees the Federal Housing 

Administration mortgage insurance program, housing 

counselors and regulates the housing industry business.

Federal Housing Administration (FHA)

451 7th St., SW

Washington, DC 20410

Toll free: 1-800-225-5342 (English and Spanish)

TTY: 1-877-833-2483

: answers@hud.gov

portal.hud.gov/hudportal/HUD?src=/federal_

housing_administration

FHA provides mortgage insurance on single-family, 

multifamily and manufactured homes made by 

FHA-approved lenders.

Office of Manufactured Housing Programs

Office of Regulatory Affairs and Manufactured Housing

451 7th St., SW, Room 9168

Washington, DC 20410-8000

202-708-6423

Toll free: 1-800-927-2891 (English and Spanish)

TTY: 202-708-1455

: mhs@hud.gov

www.hud.gov/mhs

The Manufactured Housing Program is a consumer 

protection program that regulates the construction of 

factory-built or manufactured homes. 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 99

FEDERAL AGENCIES

FEDERAL AGENCIES

Department of the Interior (DOI)

Fish and Wildlife Service

1849 C St., NW

Washington, DC 20240

Toll free: 1-800-344-9453 (M-F, 8:00 am - 8:00 pm)

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

Washington, DC 20240

202-208-6843

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.

Department of Justice (DOJ)

Americans with Disabilities Act (ADA) Information 

Line

Civil Rights Division

Disability Rights Section–NYA

950 Pennsylvania Ave., NW

Washington, DC 20530

Toll free: 1-800-514-0301 (M-W and F, 9:30 am - 5:30 pm, ET, 

Th 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

441 G St., NW, Suite 6150

Washington, DC 20530

202-514-4100

: ustrustee.program@usdoj.gov

www.justice.gov/ust

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. 

The Program also approves credit counseling agencies and 

debtor education providers, both of which are required for 

persons that are going through the bankruptcy process.

Department of Labor (DOL)

Employee Benefits Security Administration (EBSA)

Office of Outreach, Education, and Assistance

200 Constitution Ave., NW Suite N-5623

Washington, DC 20210

Toll free: 1-866-444-3272

TTY: 1-877-889-5627

www.dol.gov/ebsa

EBSA provides information and assistance on private sector, 

employer-sponsored retirement and health benefit plans. 

The agency educates plan participants, beneficiaries, and 

sponsors to ensure that they have access to documents and 

to help them understand their rights and responsibilities.

Job Corps

200 Constitution Ave., NW, Suite N4463

Washington, DC 20210

202-693-3000

Toll free: 1-800-733-5627

TTY: 1-877-889-5627

: national_office@jobcorps.gov

www.jobcorps.gov

Job Corps is a free education and vocational training 

program that helps young people learn a career, earn a high 

school diploma or GED, and find employment.

National Contact Center

Toll free: 1-866-487-2365

TTY: 1-877-889-5627

www.dol.gov

The Department of Labor National Contact Center provides 

employees and employers a reliable resource to receive 

consistent, accurate, and current information assistance for 

all DOL programs.

Occupational Safety and Health Administration 

(OSHA)

U.S. 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 by 

setting and enforcing standards and by providing training, 

outreach, education and assistance.

Office of Disability Employment Policy (ODEP)

U.S. Department of Labor

200 Constitution Ave., NW

Washington, DC 20210

202-693-7880

Toll free: 1-866-633-7365

TTY: 1-877-889-5627

: odep@dol.gov

www.dol.gov/odep

ODEP creates policies to ensure that people with disabilities 

are fully integrated in the workforce.

Veteran’s Employment and Training Service (VETS)

Department of Labor, Room S1325

200 Constitution Ave., NW

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 to 

obtain meaningful careers and maximize their 

employment opportunities.
100 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

Department of State (DOS)

National Passport Information Center (NPIC)

Passport Services

Toll free: 1-877-487-2778 (M-F, 8:00 am - 10:00 pm, Sat 10:00 

am - 3:00 pm, ET)

TTY: 1-888-874-7793

: NPIC@state.gov

travel.state.gov

The NPIC provides information about U.S. passports, 

including the status of pending applications, as well as the 

locations of the passport application acceptance facilities.

Overseas Citizens Services

Bureau of Consular Affairs

202-501-4444 (from overseas, M-F, 8:00 am - 8:00 pm, ET, 

except federal holidays)

202-647-4000 (After hours emergencies, Sundays, and 

holidays ask for the duty officer)

Toll free: 1-888-407-4747 (Emergencies and non-emergencies, 

M-F, 8:00 am - 8:00 pm, ET, except federal holidays)

travel.state.gov/content/visas/en.html

Contact the State Department for help with emergencies and 

non-emergencies affecting private Americans abroad.

Visa Services

603-334-0700 (M-F, 7:00 am - 12:00 am, ET)

: usvisa@state.gov

travel.state.gov/content/visas/en.html

Visa Services issues visas for people visiting the United 

States.

Department of 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 (Air travelers with 

disabilities hotline)

www.transportation.gov/airconsumer

airconsumer.ost.dot.gov/spanish (in Spanish)

The ACPD receives complaints from the public regarding air 

travel issues. It verifies compliance with aviation consumer 

protection requirements and provides guidance to the 

industry and members of the public on consumer protection 

matters, like lost baggage, ticketing, or boarding.

Federal Aviation Administration (FAA)

800 Independence Ave., SW

Washington, DC 20591

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

Washington, DC 20590

202-366-2519

Toll free: 1-800-832-5660 (Information Line)

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 

passenger bus 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.gov

NHTSA works to ensure motor vehicle and highway safety. 

They provide information to the public, such as a safety 

recalls and a vehicle safety hotline. They also promote the 

use of child safety seats, seatbelts, and air bags.

Department of the Treasury

Bureau of the Fiscal Service

Toll free: 1-800-304-3107 (Questions about debt owed to the 

government)

www.fiscal.treasury.gov

www.treasurydirect.gov (Treasury bonds)

This bureau operates the government’s collection and 

deposit systems, and borrows money (savings bonds) 

through Treasury Direct.

Internal Revenue Service (IRS)

Toll free: Toll free: 1-800-829-1040 (Help for Individuals)

TTY: 1-800-829-4059

www.irs.gov

www.irs.gov/uac/Contact-Your-Local-IRS-Office-1

(Find a local taxpayer assistance center)

The IRS is responsible for collecting taxes for the federal 

government and enforcing tax laws.

MyRA

Toll free: 1-855-406-6972

TTY: 1-855-408-6972

: myra@treasury.gov

www.MyRA.gov

MyRA is a savings account to help you save money for 

retirement, without fees or minimum deposit requirements.

Office of the Comptroller of the Currency (OCC)

Customer Assistance Group

1301 McKinney St., Suite 3450

Houston, TX 77010

Toll free: 1-800-613-6743 (M-F, 8:00 am - 8:00 pm, ET)

TTY: 713-658-0340

www.helpwithmybank.gov

The OCC charters, regulates, and supervises all national 

banks and federal savings associations. It also supervises 

the federal branches and agencies of foreign banks. OCC 

ensures that financial institutions operate in compliance with 

laws requiring that consumers receive fair treatment and 

access to financial products.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 101

FEDERAL AGENCIES

FEDERAL AGENCIES

United States Mint

Customer Service Center

1201 Elm St., Suite 400

Dallas, TX 75270

Toll free: 1-800-872-6468

TTY: 1-888-321-6468 (M-F, 8:30 am - 5:00 pm, ET)

www.usmint.gov

The Mint produces the coins that circulate throughout the 

U.S. They also produce special edition coinage that can be 

purchased for coin collections.

Department of Veterans Affairs (VA) 

810 Vermont Ave., NW

Washington, DC 20420

Toll free: 1-800-827-1000

www.va.gov

www.va.gov/directory (Find the VA facility in your area)

www.cem.va.gov (National Cemetery Administration)

www.benefits.va.gov/benefits (Veterans Benefits 

Administration)

www.va.gov/health (Veterans Health Administration)

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, health resources, and burials at veterans’ 

cemeteries. For information about VA benefits, write, call or 

visit your nearest VA facility.

Environmental Protection Agency (EPA)

Energy Star Program

1200 Pennsylvania Ave., NW, Room 6202A

Washington, DC 20460

703-412-3086

Toll free: 1-888-782-7937 (M-F, 9:00 am - 5:00 pm, ET)

www.energystar.gov

The ENERGY STAR label indicates that products are 

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 6609T

Washington, DC 20460

202-343-9370

: IAQINFO@aol.com

www.epa.gov/indoor-air-quality-iaq 

This agency is a central source of information on indoor 

air quality. It is responsible for implementing the Indoor 

Environments Program, a voluntary (non-regulatory) program 

to address indoor air pollution.

National Pesticide Information Center (NPIC)

Oregon State University

310 Weniger Hall

Corvallis, OR 97331-6502

Toll free: 1-800-858-7378 (M-F, 11:00 am - 3:00 pm, ET, Multiple 

languages)

: npic@ace.orst.edu

www.npic.orst.edu

NPIC is 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@imsolas.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.

Office of Pollution Prevention and Toxics (OPPT)

1200 Pennsylvania Ave., NW

Mail Code 7401M

Washington, DC 20460

202-564-3810

: oppt.homepage@epa.gov

www.epa.gov/oppt

www2.epa.gov/saferchoice (Safer Choice)

OPPT creates tools and provides information to the public 

so that they can properly store and dispose of chemical 

products.

Safe Drinking Water Hotline

1200 Pennsylvania Ave., NW

Mail Code 4606M

Washington, DC 20460

Toll free: 1-800-426-4791 (M-F, 10:00 am - 4:00 pm, ET, English 

and Spanish)

www.epa.gov/your-drinking-water

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: 1-800-669-6820

: 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.
102 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

Federal Communications Commission (FCC)

Consumer and Governmental Affairs Bureau (CGB)

445 12th St., SW

Washington, DC 20554

Toll free: 1-888-225-5322 (English and Spanish)

TTY: 1-888-835-5322

www.fcc.gov/consumer-governmental-affairs-bureau

CGB serves as the public face of the FCC through outreach 

and education. Their Consumer Center responds to 

consumer inquiries and complaints regarding cable, radio, 

satellite, telephone, television and wireless services.

Federal Deposit Insurance Corporation (FDIC) t

Division of Depositor and Consumer Protection

Consumer Response Center

1100 Walnut St., Box #11

Kansas City, MO 64106

Toll free: 1-877-275-3342 (M-F, 8:00 am - 8:00 pm, ET)

TTY: 1-800-925-4618

www.fdic.gov

FDIC responds to questions about federal deposit insurance 

coverage and handles complaints and inquiries about FDICinsured state banks which are not members of the Federal 

Reserve System.

Federal Maritime Commission (FMC)

Consumer Affairs & Dispute Resolution Services

800 N. Capitol St., NW

Washington, DC 20573

202-523-5807

Toll free: 1-866-448-9586

: 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 (9:00 am - 7:00 pm, ET)

TTY: 1-877-766-8533 (9:00 am - 7:00 pm, ET)

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) t

Bureau of Consumer Protection

Consumer Response Center

600 Pennsylvania Ave., NW

Washington, DC 20580

Toll free: 1-877-382-4357 (Complaints)

TTY: 1-866-653-4261 (Complaints)

www.ftc.gov

www.consumer.ftc.gov (Consumer information)

www.consumer.gov (Consumer protection basics)

www.consumidor.gov (Consumer protection basics, in 

Spanish)

www.OnGuardOnline.gov (Online security tips)

www.alertaenlinea.gov (OnGuardOnline in Spanish)

www.ftccomplaintassistant.gov (File a complaint)

www.identitytheft.gov (Report identity theft)

www.robodeidentidad.gov (Report identity theft, in 

Spanish)

The FTC works to prevent fraudulent, deceptive, and unfair 

business practices in the marketplace and to provide 

information to help consumers spot, stop, and avoid 

them. The FTC records consumer complaints (Internet, 

telemarketing, identity theft) into the Consumer Sentinel 

database, a secure investigative tool available to hundreds of 

civil and criminal law enforcement agencies.

General Services Administration (GSA) t

Fleet Vehicle Sales

1800 F St., NW

Suite 3400

Washington, DC 20405

: autoauctions@gsa.gov

www.autoauctions.gsa.gov

Fleet Vehicle Sales sells previously government-owned cars, 

trucks and other vehicles to consumers. These vehicles are 

sold at a discount through regional auctions.

Surplus Federal Property Sales

1800 F St., NW

Washington, DC 20405

Toll free: 1-866-333-7472

: gsaauctionshelp@gsa.gov

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.

USAGov

Office of Citizen Services and Innovative 

Technologies and 18F

1800 F St., NW

Washington, DC 20405

202-501-0705

Toll free: 1-844-872-4681 (8:00 am - 8:00 pm, ET, in English and 

Spanish)

www.USA.gov (U.S. government’s official web portal)

www.Publications.USA.gov (View and download 

publications)

www.Kids.gov (Government website for children)

www.GobiernoUSA.gov (U.S. government’s official web 

portal, in Spanish)

USAGov helps people access government information, 

through a family of websites, USA.gov, GobiernoUSA.gov (in 

Spanish), Publications.USA.gov, and Kids.gov or by phone 

1-844-USA-GOV1 (872-4681).
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 103

FEDERAL AGENCIES

FEDERAL AGENCIES

National Credit Union Administration (NCUA)

Office of Consumer Protection

1775 Duke St.

Alexandria, VA 22314-3428

Toll free: 1-800-755-1030

: ocpmail@ncua.gov

www.ncua.gov

www.mycreditunion.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.

Office of Personnel Management (OPM)

1900 E St., NW

Washington, DC 20415

202-606-1800

www.opm.gov

www.usajobs.gov (Federal employment information)

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)

PO Box 151750

Alexandria, VA 22315

Toll free: 1-800-400-7242 (M-F, 8:00 am - 7:00 pm, ET)

: 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) t

Office of Investor Education and Advocacy (OIEA)

100 F St., NE

Washington, DC 20549-0213

202-551-6551

Toll free: 1-800-732-0330

: help@sec.gov

www.sec.gov

www.investor.gov (Investor information)

OIEA serves individual investors, by providing investor 

educational materials and tools. The office also accepts 

investor complaints and answers questions.

Small Business Administration (SBA)

409 3rd St., SW, Suite 7600

Washington, DC 20416

Toll free: 1-800-827-5722

: answerdesk@sba.gov

www.sba.gov

www.business.usa.gov (One stop platform for small 

business resources)

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 Security Administration (SSA)

Office of Public Inquiries

6401 Security Blvd.

1100 West High Rise

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)

www.socialsecurity.gov/myaccount (Account 

management)

SSA provides retirement, survivors and disability benefits, 

as well as administers Supplemental Security Income (SSI) 

payments.

U.S. Commodity Futures Trading Commission 

(CFTC)

Office of External Affairs

Three Lafayette Center

1155 21st St., NW

Washington, DC 20581

202-418-5000

Toll free: 1-866-366-2382 (Consumer Assistance and 

Complaints)

TTY: 202-418-5514

: questions@cftc.gov

www.cftc.gov

www.cftc.gov/consumerprotection

www.smartcheck.gov (Research financial professionals)

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 fosters 

open, competitive, and financially sound futures and 

option markets. 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.

U.S. Postal Service (USPS)

United States Postal Inspection Service (USPIS)

Criminal Investigations Service Center

Attn: Mail Fraud

433 W. Harrison St., Room 3255

Chicago, IL 60699

Toll free: 1-877-876-2455 (8:00 am - 4:30, all time zones)

postalinspectors.uspis.gov

The USPIS investigates criminals who misuse the postal 

system to defraud or endanger the public. To report a mail 

related crime, contact your nearest USPIS office.
104 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

NATIONAL CONSUMER ORGANIZATIONS

Contact 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. 

AARP

601 E St., NW 

Washington, DC 20049

Toll free: 1-888-687-2277

Toll free: 1-877-342-2277 (in Spanish)

TTY: 1-877-434-7598

: member@aarp.org

www.aarp.org

AARP addresses the consumer problems and issues that 

especially impact the financial security of people 50 years 

and older. Through advocacy, AARP works to make the 

marketplace safer for all consumers and empowers members 

to protect themselves from fraud and deceptive practices.

American Council on Science and Health (ACSH)

1995 Broadway, Suite 202 

New York, NY 10023-5882

212-362-7044

Toll free: 1-866-905-2694

: acsh@acsh.org

www.acsh.org

ACSH provides consumers with up-to-date scientifically 

sound information on the relationship between human 

health and chemicals, foods, lifestyles, and the environment. 

Booklets and special reports on a variety of topics are 

available.

Call for Action

11820 Parklawn Dr., Suite 340 

Rockville, MD 20852

240-747-0229

www.callforaction.org

Call for Action is a nonprofit network of consumer 

hotlines. Their trained volunteers help consumers resolve 

problems with businesses, government agencies, and other 

organizations.

Center for Auto Safety (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.

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

CSPI conducts research on nutrition, health, food safety 

and related issues. It also provides consumers with current 

information about their health and well being via their 

monthly Nutrition Action Healthletter.

Center for the Study of Services (CSS)

1625 K St., NW, 8th Floor 

Washington, DC 20006

Toll free: 1-800-213-7283

www.checkbook.org

CSS 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

1012 14th St., NW, Suite 200 

Washington, DC 20005

202-393-7330

: info@insurancefraud.org

www.insurancefraud.org

The Coaltion is an alliance of consumer groups, government 

agencies, and insurance companies dedicated to combating 

insurance fraud through research and public information.

Consumer Action

1170 Market St., Suite 500 

San Francisco, CA 94102

415-777-9635

: hotline@consumer-action.org

www.consumer-action.org

Consumer Action is an education and advocacy organization 

specializing in finance, privacy, insurance, and healthcare 

issues. Consumer Action offers a multi-lingual consumer 

complaint hotline, and consumer education materials in 

several languages. Community-based organizations can 

receive these free publications in bulk quantities.

Consumer Federation of America (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, 

health care, product liability and utilities. It develops and 

distributes studies of various consumer issues, as well as 

consumer guides.

Consumers Reports

101 Truman Ave. 

Yonkers, NY 10703

914-378-2000

Toll free: 1-800-666-5261 (Consumer Reports magazine)

Toll free: 1-800-333-0663 (ConsumerReports.org)

www.consumerreports.org

Consumer Reports publishes a magazine of the same name. 

It is an independent, nonprofit testing and information 

organization serving only consumers. Consumer Reports is 

a comprehensive source for unbiased advice about products 

and services, personal finance, health and nutrition, and 

other categories based on their independent tests.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 105

NATIONAL CONSUMER ORGANIZATIONS

NATIONAL CONSUMER ORGANIZATIONS

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 

comprehensive reform of health and long-term care, Families 

USA creates materials to educate and mobilize consumers 

on healthcare issues.

The Federation of American Consumers and Travelers 

(FACT)

318 Hillsboro Ave. PO Box 104

Edwardsville, IL 62025

Toll free: 1-800-872-3228

: cservice@usafact.org

www.usafact.org

FACT is a national not-for-profit consumer group that 

provides help to individuals and small associations. FACT 

provides disaster aid, assistance for small business owners, 

travel discounts, and a Consumer Hotline/Library.

Funeral Consumers Alliance (FCA)

33 Patchen Rd. 

South Burlington, VT 05403

802-865-8300

www.funerals.org

FCA protects a consumer’s right to choose a dignified and 

affordable funeral. Local affiliates of FCA provide funeral 

planning information and some conduct funeral price 

surveys.

The Medicare Rights Center

266 W. 37 St., 3rd Floor 

New York City, NY 10018

Toll free: 1-800-333-4114 (Helpline)

: info@medicarerights.org

www.medicarerights.org

The Medicare Rights Center helps people with Medicare get 

the health care and medications they need, and make the 

most of their Medicare rights and options.

National Consumers League

1701 K St., NW, Suite 1200 

Washington, DC 20006

202-835-3323

: info@nclnet.org

www.nclnet.org

www.fakechecks.org

www.fraud.org

www.lifesmarts.org

The NCL provides government and businesses with the 

consumer’s perspective on consumer issues and workplace 

concerns. The League sponsors the LifeSmarts competition, 

which is designed to develop the consumer and marketplace 

knowledge of teenagers. NCL also provides consumers with 

information to avoid becoming victims of fraud and to convey 

their complaints to law enforcement.

National Council on Aging (NCOA)

251 18 St., S Suite 500

Arlington, VA 22202

571-527-3900

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.

Senior Medicare Patrol National Resource Center 

(SMP)

PO Box 388 

Waterloo, IA 50704-0388

Toll free: 1-877-808-2468

: info@smpresource.org

www.smpresource.org

The SMP educates the public about health care fraud. 

The organization teaches Medicare beneficiaries and their 

families how to detect health care fraud and helps them use 

the services of their local SMP.
106 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Contact Your Local Consumer Protection Offices

State, county, and city consumer protection 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. 

You can also contact your state consumer protection office to get more 

information about other local resources or nonprofit organizations that help 

consumers.

Before sending a written complaint, call the office to confirm that it handles 

the type of complaint you have. Many offices distribute consumer materials 

specifically geared to state laws and local issues. Ask whether any information 

is available regarding your problem.

Note: Toll free phone numbers may be restricted to use only within the state 

listed. 

Alabama

State Offices

Alabama Office of the Attorney 

General

Consumer Protection Section

501 Washington Ave. 

Montgomery, AL 36104

334-242-7335

Toll free: 1-800-392-5658

www.ago.state.al.us

Alaska

State Offices

Alaska Office of the Attorney 

General

Consumer Protection Unit

1031 W. 4th Ave., Suite 200 

Anchorage, AK 99501

907-269-5200

Toll free: 1-888-576-2529

: consumerprotection@alaska.gov

www.law.alaska.gov

Arizona

State Offices

Arizona Office of the Attorney 

General - Phoenix

Consumer Information and Complaints

1275 W. Washington St. 

Phoenix, AZ 85007

602-542-5763

: consumerinfo@azag.gov

www.azag.gov

Arizona Office of the Attorney 

General - Prescott

Consumer Information and Complaints

1000 Ainsworth Dr., Suite A-210 

Prescott, AZ 86305

928-778-1265

Toll free: 1-800-352-8431

: consumerinfo@azag.gov

www.azag.gov

Arizona Office of the Attorney 

General - Tucson

Consumer Information and Complaints

400 W. Congress St. 

South Bldg., Suite 315

Tucson, AZ 85701-1367

520-628-6504

Toll free: 1-800-352-8431 

: 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

Toll free: 1-800-482-8982

: gotyourback@arkansasag.gov

www.arkansasag.gov

California

State Offices

California Bureau of Automotive 

Repair

Consumer Information Center

10949 N. Mather Blvd. 

Rancho Cordova, CA 95670

Toll free: 1-800-952-5210 (Consumer 

Questions)

Toll free: 1-866-799-3811 (Auto Body 

Program)

: 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

: dca@dca.ca.gov

www.dca.ca.gov

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

www.oag.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 Protection Division

900 Ward St., 4th Floor 

Martinez, CA 94553

925-957-8604

www.contracosta.ca.gov

Fresno County District Attorney’s 

Office

Consumer Protection Division

2220 Tulare St., Suite 1000

Fresno, CA 93721

559-600-3141

: damail@co.fresno.ca.us

www.co.fresno.ca.us
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 107

STATE, COUNTY, AND CITY

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Kern County District Attorney’s 

Office

Consumer Protection Unit

Justice Building

1215 Truxtun Ave., 4th Floor 

Bakersfield, CA 93301

661-868-2340

: investigation@co.kern.ca.us

www.co.kern.ca.us/da

Los Angeles County Department of 

Consumer Affairs

500 W. Temple St., Room B96 

Los Angeles, CA 90012

213-974-1452

Toll free: 1-800-593-8222 (L.A. County)

: info@dcba.lacounty.gov

dca.lacounty.gov

Marin County District Attorney’s 

Office

Consumer Protection Unit

Hall of Justice, Room 130 

3501 Civic Center Dr.

San Rafael, CA 94903

415-473-6495

www.marincounty.org/depts/da

Monterey County District Attorney’s 

Office

Consumer Protection Division

1200 Aguajito Rd., Room 301 

Monterey, CA 93940

831-647-7770 

www.co.monterey.ca.us

Napa County District Attorney’s 

Office

Consumer Affairs

931 Parkway Mall 

Napa, CA 94559

707-253-4059 (Hotline)

: daconsumer@countyofnapa.org

www.countyofnapa.org

Orange County District Attorney’s 

Office

Consumer Protection Unit

401 Civic Center Dr., W 

PO Box 808

Santa Ana, CA 92701

714-834-3600

714-834-6553 (Frauds)

orangecountyda.org

San Diego County District 

Attorney’s Office

Consumer Protection Unit

330 W. Broadway 

San Diego, CA 92101

619-531-4040

619-531-3507 (Consumer Fraud Hotline)

www.sdcda.org

San Francisco County District 

Attorney’s Office

Consumer Protection Unit

732 Brannan St. 

San Francisco, CA 94103

415-551-9595

415-553-9535 (Fraud Hotline)

www.sfdistrictattorney.org

San Luis Obispo County District 

Attorney’s Office

Economic Crime Unit

County Courthouse Annex 

1050 Monterey St., Room 223

San Luis Obispo, CA 93408

805-781-5856

www.slocounty.ca.gov

San Mateo County District 

Attorney’s Office

Consumer and Environmental 

Protection

Hall of Justice and Records 

400 County Center, 3rd Floor

Redwood City, CA 94063

650-363-4651

da.smcgov.org

Santa Barbara County District 

Attorney’s Office

Consumer Protection Unit

312-D E. Cook St. 

Santa Maria, CA 93454

805-346-7540

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@da.sccgov.org

www.sccgov.org

Santa Cruz County District 

Attorney’s Office

Consumer Protection

701 Ocean St., Room 200 

Santa Cruz, CA 95060

831-454-2400

: dao@co.santa-cruz.ca.us

www.co.santa-cruz.ca.us

Solano County District Attorney’s 

Office

Consumer and Environmental Crimes

675 Texas St., Suite 4500

Fairfield, CA 94533

707-784-6859

: dacepu@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., Suite 314 

Ventura, CA 93009

805-662-1750 (Consumer Fraud) 

805-654-3110 (Mediation)

www.vcdistrictattorney.com

City Offices

Los Angeles City Attorney’s Office

Consumer Protection

200 N. Main St. 800 City Hall East

Los Angeles, CA 90012

213-978-8040

www.lacityattorney.org

San Diego City Attorney’s Office

Consumer and Environmental 

Protection Unit

1200 3rd Ave., Suite 700 

San Diego, CA 92101

619-533-5500

619-533-5600 (Recorded information)

: 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

Colorado

State Offices

Colorado Office of the Attorney 

General

Consumer Protection Section

1300 Broadway, 7th Floor 

Denver, CO 80203

720-508-6006

Toll free: 1-800-222-4444

: attorney.general@state.co.us

www.stopfraudcolorado.gov
108 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

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

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

719-520-6292 (Fraud Hotline)

www.4thjudicialda.com

Pueblo County District Attorney’s 

Office

Economic Crimes Unit

701 Court St. 

Pueblo, CO 81003

719-583-6030

county.pueblo.org

Weld County District Attorney’s 

Office

915 10th St.

PO Box 1167 

Greeley, CO 80632-1167

970-356-4010 

www.co.weld.co.us/Departments/

DistrictAttorney

Connecticut

State Offices

Connecticut Department of 

Consumer Protection

165 Capitol Ave. 

Hartford, CT 06106-1630

860-713-6300

Toll free: 1-800-842-2649

TTY: 860-713-7240

: dcp.frauds@ct.gov

www.ct.gov/dcp

Connecticut Office of the Attorney 

General

Consumer Assistance Unit

55 Elm St. 

Hartford, CT 06106

860-808-5420

www.ct.gov/ag

Delaware

State Offices

Delaware Department of Justice

Consumer Protection Division 

Carvel State Office Building

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

City Offices

District of Columbia Department of 

Consumer and Regulatory Affairs

1100 4th St., SW, 5th Floor 

Washington, DC 20024

202-442-4400

: dcra@dc.gov

dcra.dc.gov

District of Columbia Office of the 

Attorney General

Consumer Protection and Public 

Advocacy

441 4th St., NW 

Washington, DC 20001

202-442-9828 (Hotline)

: consumer.protection@dc.gov

oag.dc.gov/consumer-protectionand-public-advocacy

Florida

State Offices

Florida Department of Agriculture 

and Consumer Services

Division of Consumer Services

PO Box 6700 

Tallahassee, FL 32399-6700

850-410-3800

Toll free: 1-800-435-7352

Toll free: 1-800-352-9832 (in Spanish)

www.freshfromflorida.com

Florida Department of Financial 

Services

Division of Consumer Services

200 E. Gaines St. 

Tallahassee, FL 32399

850-413-3089

Toll free: 1-877-693-5236

: consumer.services@myfloridacfo.

com

www.myfloridacfo.com/Division/

Consumers

Florida Office of the Attorney 

General

Consumer Protection Division

The Capitol PL-01

Tallahassee, FL 32399-1050

850-414-3990

Toll free: 1-866-966-7226 (Fraud)

Toll free: 1-800-321-5366 (Lemon Law)

Toll free: 1-800-203-3099 (Seniors vs 

Crime)

www.myfloridalegal.com

www.seniorsvscrime.com

Regional Offices

Ft. Lauderdale Branch - Office of the 

Attorney General

Consumer Protection Division

110 S.E. 6th St., 9th Floor 

Fort Lauderdale, FL 33301-5000

954-712-4600

Toll free: 1-866-966-7726 (Fraud Hotline)

www.myfloridalegal.com

Jacksonville Branch - Office of the 

Attorney General

Consumer Protection Division

1300 Riverplace Blvd., Suite 405 

Jacksonville, FL 32207

904-348-2720

Toll free: 1-866-966-7726 (Fraud Hotline)

www.myfloridalegal.com

Miami Branch - Office of the 

Attorney General

Consumer Protection Division

444 Brickell Ave. 

Rivergate Plaza, 5th Floor 

Miami, FL 33131

305-377-5835

Toll free: 1-866-966-7726 (Fraud Hotline)

www.myfloridalegal.com

Orlando Branch - Office of the 

Attorney General

Consumer Protection Division

135 W. Central Blvd., Suite 670 

Orlando, FL 32801

407-316-4840

Toll free: 1-866-966-7726 (Fraud Hotline)

www.myfloridalegal.com

Tampa Bay Branch - Office of the 

Attorney General

Consumer Protection Division

Concourse Center 4 

3507 E. Frontage Rd., Suite 325

Tampa, FL 33607-1795

813-287-7950

Toll free: 1-866-966-7726 (Fraud Hotline)

www.myfloridalegal.com
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 109

STATE, COUNTY, AND CITY

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

West Palm Beach Branch - Office of 

the Attorney General

Economic Crimes Division

1515 N. Flagler Dr., Suite 900 

West Palm Beach, FL 33401

561-837-5007

Toll free: 1-866-966-7726 (Fraud Hotline)

www.myfloridalegal.com

County Offices

Broward County Permitting, 

Licensing and Consumer Protection 

Division

1 N. University Dr., Box 302 

Plantation, FL 33324

954-357-5350

www.broward.org/

permittingandlicensing

Hillsborough County Consumer 

Protection Services

410 30th St., SE 

Ruskin, FL 33570

813-903-3430

www.hillsboroughcounty.org/

consumerprotection

Miami-Dade County Consumer 

Services Department

Consumer Services

601 N.W. 1st Ct., 18th Floor 

Miami, FL 33136

786-469-2333

: consumer@miamidade.gov

www.miamidade.gov/economy

Office of the State Attorney for 

Miami - Dade County

Consumer Protection Division

1350 N.W. 12 Ave. 

Miami, FL 33136-2111

305-547-0671

www.miamisao.com

Orange County Consumer Fraud 

Unit

415 N. Orange Ave. 

Orlando, FL 32801

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 Raton/

Delray/Glades)

www.pbcgov.com/consumer

Pinellas County Consumer 

Protection

14250 49th St. N., Suite 1000, Room 2

Clearwater, FL 33762

727-464-6200

: consumer@pinellascounty.org

www.pinellascounty.org/consumer

Georgia

State Offices

Georgia Office of the Attorney 

General

Department of Law

Consumer Protection Unit

2 Martin Luther King, Jr. Dr., SE 

Suite 356

Atlanta, GA 30334-9077

404-651-8600

Toll free: 1-800-869-1123

www.consumer.georgia.gov

Hawaii

State Offices

Hawaii Department of Commerce 

and Consumer Affairs - Honolulu

Office of Consumer Protection

Leiopapa A Kamehameha Building

235 S. Beretania St., Suite 801 

Honolulu, HI 96813

808-586-2630

808-587-4272 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

www.cca.hawaii.gov/ocp

Hawaii Department of Commerce 

and Consumer Affairs - Hilo

Office of Consumer Protection

120 Pauahi St., Suite 212 

Hilo, HI 96720

808-933-0910

: ocp@dcca.hawaii.gov

www.cca.hawaii.gov/ocp

Hawaii Department of Commerce 

and Consumer Affairs - Wailuku

Office of Consumer Protection

1063 Lower Main St., Suite C-216 

Wailuku, HI 96793

808-243-4648

808-984-2400 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

www.cca.hawaii.gov/ocp

Hawaii Office of the Attorney 

General

425 Queen St. 

Honolulu, HI 96813

808-586-1500

www.ag.hawaii.gov

Idaho

State Offices

Idaho Office of the Attorney General

Consumer Protection Division

954 W. Jefferson St., 2nd Floor 

Boise, ID 83720

208-334-2424

Toll free: 1-800-432-3545

www.ag.idaho.gov

Illinois

State Offices

Illinois Office of the Attorney General 

- Carbondale

Consumer Fraud Bureau

601 S. University Ave. 

Carbondale, IL 62901

618-529-6400

Toll free: 1-800-243-0607 (Fraud Hotline)

Toll free: 1-866-310-8398 (in Spanish)

TTY: 1-877-675-9339

www.illinoisattorneygeneral.gov

Illinois Office of the Attorney General 

- Chicago

Consumer Fraud Bureau

100 W. Randolph St. 

Chicago, IL 60601

312-814-3000

Toll free: 1-800-386-5438 (Fraud Hotline)

Toll free: 1-866-310-8398 (in Spanish)

TTY: 1-800-964-3013

www.illinoisattorneygeneral.gov

Illinois Office of the Attorney General 

- Springfield

Consumer Fraud Bureau

500 S. 2nd St. 

Springfield, IL 62706

217-782-1090

Toll free: 1-800-243-0618 (Fraud Hotline)

Toll free: 1-866-310-8398 (in Spanish)

TTY: 1-877-844-5461

www.illinoisattorneygeneral.gov

Regional Offices

Chicago South Regional Office of 

the Attorney General

8100 S. Stony Island, Suite C 

Chicago, IL 60617

773-768-5926

TTY: 1-866-717-8798

www.illinoisattorneygeneral.gov
110 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

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

Zeke Giorgi Center 

200 S. Wyman St., Suite 307

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

121 N. LaSalle St., 8th Floor 

Chicago, IL 60602

312-744-6060

TTY: 312-744-0246

www.cityofchicago.org/

consumerservices

Des Plaines Consumer Protection 

Commission

1420 Miner St., 6th Floor 

Des Plaines, IL 60016

847-391-5303

: consumerprotection@desplaines.

org

www.desplaines.org

Indiana

State Offices

Indiana 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

www.in.gov/attorneygeneral

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

: consumer@iowa.gov

www.iowaattorneygeneral.gov

Kansas

State Offices

Kansas Office of the Attorney 

General

Consumer Protection Division

120 S.W. 10th Ave., 2nd Floor 

Topeka, KS 66612

785-296-3751

Toll free: 1-800-432-2310

www.ag.ks.gov

County Offices

Douglas County District Attorney’s 

Office

Consumer Protection Unit

111 E. 11th St. 

Lawrence, KS 66044

785-330-2849 (Consumer Hotline)

785-841-0211 (Main)

: districtattorney@douglas-county.

com

www.douglascountyks.org/

depts/district-attorney/consumerprotection-unit-cpu

Johnson County District Attorney’s 

Office

Consumer Fraud Division

100 N. Kansas Ave.

Olathe, KS 66061

913-715-3003 (Consumer Hotline)

www.jocogov.org

Sedgwick County District Attorney’s 

Office

Consumer Protection Division

535 N. Main St. 

Wichita, KS 67203

316-660-3600

Toll free: 1-800-432-6878

: consumer@sedgwick.gov

www.sedgwickcounty.org/da

Kentucky

State Offices

Kentucky Office of the Attorney 

General - Frankfort

Consumer Protection Division

1024 Capital Center Dr., Suite 200 

Frankfort, KY 40601

502-696-5389

Toll free: 1-888-432-9257

ag.ky.gov/family/

consumerprotection

Kentucky Office of the Attorney 

General - Louisville

Consumer Protection Division

310 Whittington Pkwy., Suite 101 

Louisville, KY 40222

502-429-7134

Toll free: 1-888-432-9257

ag.ky.gov/family/

consumerprotection

Kentucky Office of the Attorney 

General - Prestonsburg

361 N. Lake Dr. 

Prestonsburg, KY 41653

606-889-1821

Toll free: 1-888-432-9257 

ag.ky.gov/family/

consumerprotection

Louisiana

State Offices

Louisiana Office of the Attorney 

General

Consumer Protection Section

PO Box 94005 

Baton Rouge, LA 70804

225-326-6465

Toll free: 1-800-351-4889

: consumerinfo@ag.state.la.us

www.ag.state.la.us
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 111

STATE, COUNTY, AND CITY

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

County Offices

Jefferson Parish District Attorney’s 

Office

Economic Crime Unit

200 Derbigny St. 

Gretna, LA 70053

504-361-2920

www.jpda.us

Maine

State Offices

Bureau of Consumer Credit 

Protection

35 State House Station 

Augusta, ME 04333

207-624-8527

Toll free: 1-800-332-8529

Toll free: 1-888-577-6690

www.credit.maine.gov

Maine Office of the Attorney General

Consumer Information and Mediation 

Service

6 State House Station 

Augusta, ME 04333

207-626-8849

Toll free: 1-800-436-2131

: consumer.mediation@maine.gov

www.maine.gov/ag

Maryland

State Offices

Maryland Office of the Attorney 

General

Consumer Protection Division

200 Saint Paul Pl. 

Baltimore, MD 21202

410-528-8662 (Consumer Mediation)

410-576-6550 (Consumer Information)

410-528-1840 (Medical billing complaints)

Toll free: 1-888-743-0023 (Switchboard)

Toll free: 1-877-261-8807 (Health plan 

decision appeals)

: consumer@oag.state.md.us

www.oag.state.md.us/consumer

Regional Offices

Maryland Attorney General’s Office - 

Eastern Shore

Consumer Protection Division

201 Baptist St. 

Salisbury, MD 21801

410-713-3620

: consumer@oag.state.md.us

www.oag.state.md.us/consumer

Maryland Attorney General’s Office - 

Prince George

Consumer Protection Division

9200 Basil Ct., Suite 301 

Largo, MD 20774

301-386-6200

: consumer@oag.state.md.us

www.oag.state.md.us/Consumer

Maryland Attorney General’s Office - 

Southern Maryland

15045 Burnt Store Rd. 

Hughesville, MD 20637

301-274-4620

Toll free: 1-866-366-8343

: consumer@oag.state.md.us

www.oag.state.md.us/Consumer

Maryland Attorney General’s Office - 

Western Maryland

Consumer Protection Division

44 N. Potomac St., Suite 104 

Hagerstown, MD 21740

301-791-4780

: consumer@oag.state.md.us

www.oag.state.md.us/consumer

County Offices

Howard County Office of Consumer 

Affairs

6751 Columbia Gateway Dr. 

Columbia, MD 21046

410-313-6420

: consumer@howardcountymd.gov

www.howardcountymd.gov

Montgomery County Office of 

Consumer Protection

100 Maryland Ave., Suite 330 

Rockville, MD 20850

240-777-3636

240-777-3681 (Tip Line)

: ConsumerProtection@

montgomerycountymd.gov

www.montgomerycountymd.gov/

ocp

Massachusetts

State Offices

Massachusetts Office of the 

Attorney General

Public Inquiry and Assistance Center

One Ashburton Pl., 18th Floor

Boston, MA 02108

617-727-8400 (Consumer Hotline)

: ago@state.ma.us

www.mass.gov/ago

Massachusetts Office of Consumer 

Affairs and Business Regulation

10 Park Plaza, Suite 5170 

Boston, MA 02116

617-973-8787

Toll free: 1-888-283-3757 (Consumer 

Hotline)

www.mass.gov/ocabr

Regional Offices

Massachusetts Office of the 

Attorney General - New Bedford

Public Inquiry and Assistance Center

105 William St., 1st Floor 

New Bedford, MA 02740-6257

508-990-9700

617-727-8400 (Assistance Center 

Hotline)

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

Massachusetts Office of the 

Attorney General - Springfield

Public Inquiry and Assistance Center

1350 Main St., 4th Floor 

Springfield, MA 01103-1629

413-784-1240

617-727-8400 (Hotline)

TTY: 617-727-4765 

: ago@state.ma.us

www.mass.gov/ago

Massachusetts Office of the 

Attorney General - Worchester

Public Inquiry and Assistance Center

10 Mechanic St., Suite 301 

Worcester, MA 01608-2417

508-792-7600

617-727-8400 (Hotline)

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

County Offices

Norfolk District Attorney’s Office

Consumer Protection Division

45 Shawmut Rd. 

Canton, MA 02021

781-830-4800 ext. 279

www.norfolkda.com

Northwestern District Attorney’s 

Office - Franklin County

Consumer Protection Unit

13 Conway St. 

Greenfield, MA 01301

413-774-3186

www.northwesterndistrictattorney.

org
112 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Northwestern District Attorney’s 

Office - Hampshire County

Consumer Protection Division

One Gleason Plaza 

Northampton, MA 01060

413-586-9225

www.

northwesterndistrictattorney.org

Springfield Mayor’s Office of 

Consumer Information

City Hall, Room 315 

36 Court St.

Springfield, MA 01103

413-787-6437

TTY: 413-787-6154

: moci@springfieldcityhall.com

www.springfieldcityhall.com

City Offices

Boston Consumer Affairs and 

Licensing

1 City Hall Square, Room 817 

Boston, MA 02201

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

Newton Consumer Affairs

Newton City Hall 

1000 Commonwealth Ave.

Newton Centre, MA 02459

617-796-1292

www.newtonma.gov

Revere Consumer Affairs Office

281 Broadway 

Revere, MA 02151

781-286-8100

www.revere.org

Michigan

State Offices

Michigan 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

Minnesota

State Offices

Minnesota Office of the Attorney 

General 

Consumer Services Division

1400 Bremer Tower 445 Minnesota St.

St. Paul, MN 55101

651-296-3353

Toll free: 1-800-657-3787

TTY: 1-800-366-4812

www.ag.state.mn.us

City Offices

Minneapolis Department of 

Business Licenses & Consumer 

Services

350 S. 5th St., Room 1

Minneapolis, MN 55415

612-673-2080

: minneapolis311@minneapolismn.

gov

www.ci.minneapolis.mn.us/

licensing

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 - Jackson

Consumer Protection Division

PO Box 22947 

Jackson, MS 39225-2947

601-359-4230

Toll free: 1-800-281-4418

www.ago.state.ms.us

Mississippi Office of the Attorney 

General - Biloxi

Consumer Protection Division

1141 Bayview Ave., Suite 402 

Biloxi, MS 39530

228-386-4400

Toll free: 1-855-667-5599

www.ago.state.ms.us

Missouri

State Offices

Missouri Office of the Attorney 

General

Consumer Protection Division

207 W. High St.

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 Office of the Attorney 

General - Cape Girardeau

Consumer Protection Division

2860 Kage Rd. 

Cape Girardeau, MO 63701

573-290-5679

Toll free: 1-800-392-8222 (Consumer 

Protection Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov

Missouri Office of the Attorney 

General - Kansas City

Consumer Protection Division

615 E. 13th St., Suite 401 

Kansas City, MO 64106

816-889-5000

Toll free: 1-800-392-8222 (Consumer 

Protection Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov

Missouri Office of the Attorney 

General - Springfield

Consumer Protection Division

149 Park Central Sq., Suite 1017 

Springfield, MO 65806

417-895-6567

Toll free: 1-800-392-8222 (Consumer 

Protection Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov

Missouri Office of the Attorney 

General - St Louis

Consumer Protection Division

815 Olive St., Suite 200 

St. Louis, MO 63101

314-340-6816

Toll free: 1-800-392-8222 (Consumer 

Protection Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 113

STATE, COUNTY, AND CITY

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Montana

State Offices

Montana Department of Justice

Office of Consumer Protection

PO Box 200151 

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

Toll free: 1-888-850-7555 (in Spanish)

: ago.consumer@nebraska.gov

www.ago.nebraska.gov

Nevada

State Offices

Nevada Department of Business and 

Industry

Fight Fraud Taskforce

555 E. Washington Ave., Suite 4900 

Las Vegas, NV 89101

702-486-2750

www.fightfraud.nv.gov

Nevada Office of the Attorney 

General - Carson City

100 N. Carson St. 

Carson City, NV 89701

775-684-1100

702-486- 3132 (Consumer Hotline)

: aginfo@ag.nv.gov

www.ag.nv.gov

Nevada Office of the Attorney 

General - Las Vegas

555 E. Washington Ave., Suite 3900 

Las Vegas, NV 89101

702-486-3420

702-486-3132 (Consumer Hotline)

: aginfo@ag.nv.gov

www.ag.nv.gov

Nevada Office of the Attorney 

General - Reno

5420 Kietzke Lane, Suite 202 

Reno, NV 89511

775-688-1818

702-486-3132 (Consumer Hotline)

: aginfo@ag.nv.gov

www.ag.nv.gov

New Hampshire

State Offices

New Hampshire Office of the 

Attorney General

Consumer Protection and Antitrust 

Bureau

33 Capitol St. 

Concord, NH 03301

603-271-3643

Toll free: 1-888-468-4454 (Consumer 

Protection Hotline)

: doj-cpb@doj.nh.gov

www.doj.nh.gov/consumer

New Jersey

State Offices

New Jersey Department of Law and 

Public Safety

Division of Consumer Affairs

PO Box 45025

Newark, NJ 07101

973-504-6200

Toll free: 1-800-242-5846

: askconsumeraffairs@dca.lps.state.

nj.us

www.njconsumeraffairs.gov

County Offices

Bergen County Office of Consumer 

Protection

One Bergen County Plaza, 3rd Floor 

Hackensack, NJ 07601

201-336-6400

www.co.bergen.nj.us

Burlington County Office of 

Consumer Affairs/Weights & 

Measures

15 Pioneer Blvd. 

Westampton, NJ 08060

609-265-5054 (Consumer Affairs)

609-265-5098 (Weights & Measures)

: consumer@co.burlington.nj.us

www.co.burlington.nj.us

Cape May County Consumer Affairs

4 Moore Rd., DN 310/302 

Cape May Court House, NJ 08210

609-886-2903

: consumer@co.cape-may.nj.us

capemaycountynj.gov

Cumberland County Department of 

Consumer Affairs

637 Bridgeton Ave.

Bridgeton, NJ 08302

856-455-8526 ext. 490

www.co.cumberland.nj.us

Essex County Division of Consumer 

Services

Consumer Advocate

50 S. Clinton St., Suite 5400 

East Orange, NJ 07018

973-395-8350

www.essex-countynj.org

Gloucester County Office of 

Consumer Protection and Weights & 

Measures

254 County House Rd. 

Clarksboro, NJ 08020

856-384-6855

www.co.gloucester.nj.us/depts/c/

cpwm/default.asp

Hudson County Division of 

Consumer Protection

583 Newark Ave., 1st Floor 

Jersey City, NJ 07306

201-795-6295

: hcdca@hcnj.us

www.hudsoncountynj.org

Mercer County Office of Consumer 

Affairs

640 S. Broad St. 

PO Box 8068

Trenton, NJ 08650-0068

609-989-6671

www.mercercounty.org

Middlesex County Division of 

Consumer Affairs and Weights & 

Measures

711 Jersey Ave. 

New Brunswick, NJ 08901

732-745-3875 (Consumer Affairs)

732-745-3872 (Weights & Measures)

: consumer@co.middlesex.nj.us

www.co.middlesex.nj.us/

Government/Departments/PSH/

Pages/Office_Inspections.aspx
114 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Monmouth County Division of 

Consumer Affairs

Hall of Records Annex 

1 E. Main St.

Freehold, NJ 07728

732-431-7900

: consumeraffairs@co.monmouth.

nj.us

www.visitmonmouth.com

Ocean County Department of 

Consumer Affairs

1027 Hooper Ave., Bldg. 2 

PO Box 2191

Toms River, NJ 08754-2191

732-929-2105

: OceanCountyConsumerAffairs@

co.ocean.nj.us

www.co.ocean.nj.us/consumer/

index.html

Passaic County Office of Consumer 

Protection

1310 Route 23 N 

Wayne, NJ 07470

973-305-5881

www.passaiccountynj.org

Union County Department of Public 

Safety

Office of Consumer Affairs

300 North Ave., E 

Westfield, NJ 07090

908-654-9840

www.ucnj.org

New Mexico

State Offices

New Mexico Office of Attorney 

General

Consumer Protection Division

PO Drawer 1508 

Santa Fe, NM 87504-1508

505-827-6000 (Santa Fe)

505-222-9000 (Albuquerque)

575-526-2280 (Las Cruces)

Toll free: 1-866-627-3249

www.nmag.gov

New York

State Offices

New York Department of State 

Division of Consumer Protection

Consumer Assistance Unit

99 Washington Ave. 

Albany, NY 12231-0001

518-474-8583

Toll free: 1-800-697-1220

www.dos.ny.gov/

consumerprotection

Office of the Attorney General - 

Albany 

Consumer Frauds Bureau

State Capitol 

Albany, NY 12224-0341

518-776-2307

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Office of the Attorney General - New 

York City 

Consumer Frauds Bureau

120 Broadway, 3rd Floor 

New York, NY 10271-0332

212-416-8300

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Regional Offices

Binghamton Regional Office of the 

Attorney General

State Office Building, 17th Floor 

44 Hawley St.

Binghamton, NY 13901

607-251-2770

Toll free: 1-800-771-7755

TTY: 607-251-2764

www.ag.ny.gov

Brooklyn Regional Office of the 

Attorney General

55 Hanson Place, Suite 1080 

Brooklyn, NY 11217

718-560-2040

Toll free: 1-800-771-7755

www.ag.ny.gov

Buffalo Regional Office of the 

Attorney General

Main Place Tower, Suite 300A 

350 Main St.

Buffalo, NY 14202

716-853-8400

716-853-8404 (Consumer Fraud)

Toll free: 1-800-771-7755

www.ag.ny.gov

Harlem Regional Office of the 

Attorney General

163 W. 125th St., Suite 1324 

New York, NY 10027

212-364-6010

Toll free: 1-800-771-7755

www.ag.ny.gov

Nassau Regional Office of the 

Attorney General

200 Old Country Rd., Suite 240 

Mineola, NY 11501

516-248-3302

516-248-3300 (Consumer Fraud)

Toll free: 1-800-771-7755

www.ag.ny.gov

Plattsburgh Regional Office of the 

Attorney General

43 Durkee St., Suite 700 

Plattsburgh, NY 12901

518-562-3288

518-562-3282 (Consumer Fraud)

Toll free: 1-800-771-7755

www.ag.ny.gov

Poughkeepsie Regional Office of the 

Attorney General

One Civic Center Plaza, Suite 401 

Poughkeepsie, NY 12601

845-485-3900

Toll free: 1-800-771-7755

www.ag.ny.gov

Rochester Regional Office of the 

Attorney General

144 Exchange Blvd., Suite 200 

Rochester, NY 14614

585-546-7430

585-327-3240 (Consumer Fraud)

Toll free: 1-800-771-7755

www.ag.ny.gov

Suffolk Regional Office of the 

Attorney General

300 Motor Pkwy., Suite 230 

Hauppauge, NY 11788

631-231-2424

631-231-2401 (Consumer Fraud)

Toll free: 1-800-771-7755

www.ag.ny.gov

Syracuse Regional Office of the 

Attorney General

615 Erie Blvd. W, Suite 102 

Syracuse, NY 13204

315-448-4800

315-448-4848 (Consumer Fraud)

Toll free: 1-800-771-7755

www.ag.ny.gov

Utica Regional Office of the Attorney 

General

207 Genesee St., Room 508 

Utica, NY 13501

315-864-2000

Toll free: 1-800-771-7755

www.ag.ny.gov

Watertown Regional Office of the 

Attorney General

Dulles State Office Building 

317 Washington St.

Watertown, NY 13601

315-523-6080

Toll free: 1-800-771-7755

www.ag.ny.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 115

STATE, COUNTY, AND CITY

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Westchester Regional Office of the 

Attorney General

44 S. Broadway 

White Plains, NY 10601

914-422-8755

Toll free: 1-800-771-7755

www.ag.ny.gov

County Offices

Albany County Department of 

Consumer Affairs

Consumer Affairs

112 State St., Room 1212

Albany, NY 12207

518-447-7581

: consumer_complaints@

albanycounty.com

www.albanycounty.com

Nassau County Office of Consumer 

Affairs

240 Old County Rd., 3rd Floor

Mineola, NY 11501

516-571-2600

www.nassaucountyny.gov

Orange County Department of 

Consumer Affairs and Weights & 

Measures

4 Glenmore Cove Rd., Room 39 

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

845-808-1617

: PutnamConsumerAffairs@

putnamcountyny.gov

www.putnamcountyny.com

Rockland County Office of 

Consumer Protection and Weights & 

Measures

18 New Hempstead Rd. 

New City, NY 10956

845-708-7600

www.rocklandgov.com

Schenectady County Dept. 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

Ulster County Consumer Affairs

380 Boulevard 

Kingston, NY 12401-3708

845-340-3260

ulstercountyny.gov/consumerfraud

Westchester County Department of 

Consumer Protection

148 Martine Ave., Room 407 

White Plains, NY 10601

914-995-2155

: conpro@westchestergov.com

consumer.westchestergov.com

City Offices

Mt. Vernon Office of Consumer 

Affairs

City Hall One Roosevelt Square

Mt. Vernon, NY 10550

914-665-2433

cmvny.com/departments/

consumer-affairs

New York City Department of 

Consumer Affairs

Consumer Services Division

42 Broadway, 9th Floor 

New York, NY 10004

212-639-9675

www.nyc.gov/consumers

Town of Colonie Attorney

Consumer Protection Board

Memorial Town Hall 

534 Loudon Rd.

Newtonville, NY 12128

518-783-2790

www.colonie.org/attorney 

Yonkers Consumer Protection 

Bureau

87 Nepperhan Ave., Room 212 

Yonkers, NY 10701

914-377-3000 

www.yonkersny.gov

North Carolina

State Offices

North Carolina Department of 

Agriculture and Consumer Services

1001 Mail Service Center 

Raleigh, NC 27699

919-707-3000

www.ncagr.gov

North Carolina Office of the Attorney 

General

Consumer Protection Division

Mail Service Center 9001 

Raleigh, NC 27699

919-716-6000

919-716-0058 (in Spanish)

Toll free: 1-877-566-7226

www.ncdoj.gov

North Dakota

State Offices

North Dakota Office of the Attorney 

General

Consumer Protection and Antitrust 

Division

Gateway Professional Center 

1050 E. Interstate Ave., Suite 200

Bismarck, ND 58503

701-328-3404

Toll free: 1-800-472-2600

: ndag@nd.gov

www.ag.nd.gov

Ohio

State Offices

Ohio Office of the Attorney General

Consumer Protection Section

30 E. Broad St., 14th Floor 

Columbus, OH 43215

614-466-4986

Toll free: 1-800-282-0515

www.ohioattorneygeneral.gov

County Offices

Cuyahoga County Department of 

Consumer Affairs

2079 E. 9th St. 

Cleveland, OH 44115

216-443-7035

consumeraffairs.cuyahogacounty.

us

Summit County Office of Consumer 

Affairs

175 S. Main St., Suite 209 

Akron, OH 44308

330-643-2879

: consumeraffairs@summitoh.net

consumeraffairs.summitoh.net

Oklahoma

State Offices

Oklahoma Department of Consumer 

Credit

3613 N.W. 56th St., Suite 240 

Oklahoma City, OK 73112

405-521-3653

Toll free: 1-800-448-4904 (Consumer 

Hotline)

www.ok.gov/okdocc
116 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Oklahoma Office of the Attorney 

General

Public Protection Unit

313 N.E. 21st St. 

Oklahoma City, OK 73105

405-521-3921 (Oklahoma City)

918-581-2885 (Tulsa)

www.oag.ok.gov

Oregon

State Offices

Oregon Department of Justice

Financial Fraud/Consumer Protection 

Section

1162 Court St., NE 

Salem, OR 97301

503-378-4320 (Salem)

503-229-5576 (Portland)

Toll free: 1-877-877-9392

: help@oregonconsumer.gov

www.doj.state.or.us/consumer

Pennsylvania

State Offices

Pennsylvania Office of the Attorney 

General

Bureau of Consumer Protection

Strawberry Square, 15th Floor 

Harrisburg, PA 17120

717-787-3391

Toll free: 1-800-441-2555

Toll free: 1-888-520-6680 (Home 

Improvement)

: consumers@attorneygeneral.gov

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

Pittsburgh Regional Office of the 

Attorney General

Bureau of Consumer Protection

Manor Complex, 6th Floor 

564 Forbes Ave.

Pittsburgh, PA 15219

412-565-5135

www.attorneygeneral.gov

Scranton Regional Office of the 

Attorney General

Bureau of Consumer Protection

417 Lackawanna Ave. 

Scranton, PA 18503

570-963-4913

www.attorneygeneral.gov

State College Regional Office of the 

Attorney General

Bureau of Consumer Protection

444 E. College Ave., Suite 440 

State College, PA 16801

814-863-3900

www.attorneygeneral.gov

County Offices

Bucks County Department of 

Consumer Protection

1260 Almshouse Rd., 1st Floor 

Doylestown, PA 18901

215-348-6060

Toll free: 1-800-942-2669

: consumerprotection@co.bucks.

pa.us

www.buckscounty.org

Delaware County Consumer Affairs

Government Center Building 

201 W. Front St.

Media, PA 19063

610-891-4865

: delcoca@co.delaware.pa.us

www.co.delaware.pa.us/

consumeraffairs 

Puerto Rico

State Offices

Puerto Rico Department of 

Consumer Affairs

Ave. José De Diego, Pda. 22

Centro Gubernamental Minillas Edificio 

Torre Norte, Piso 8

San Juan, PR 00940

787-722-7555

daco.pr.gov

Rhode Island

State Offices

Rhode Island Department of the 

Attorney General

Consumer Protection Unit

150 S. Main St. 

Providence, RI 02903

401-274-4400

: consumers@riag.ri.gov

www.riag.state.ri.us

South Carolina

State Offices

South Carolina Department of 

Consumer Affairs

PO Box 5757 

Columbia, SC 29250

803-734-4200

Toll free: 1-800-922-1594

: scdca@scconsumer.gov 

www.consumer.sc.gov

South Dakota

State Offices

South Dakota Office of the Attorney 

General

Division of Consumer Protection

1302 E. Hwy. 14, Suite 3 

Pierre, SD 57501-8503

605-773-4400

Toll free: 1-800-300-1986 

www.atg.sd.gov

Tennessee

State Offices

Tennessee Department of 

Commerce and Insurance

Division of Consumer Affairs

500 James Robertson Pkwy., 12th Floor 

Nashville, TN 37243-0600

615-741-4737

Toll free: 1-800-342-8385

: consumer.affairs@tn.gov

www.tn.gov/consumer

Tennessee Office of the Attorney 

General

Consumer Advocate and Protection 

Division

PO Box 20207 

Nashville, TN 37202-0207

615-741-1671

attorneygeneral.tn.gov

Texas

State Offices

Texas Office of the Attorney General

Consumer Protection Division

300 W. 15th St., 9th Floor

PO Box 12548 

Austin, TX 78711-2548

512-463-2185

Toll free: 1-800-621-0508

www.oag.state.tx.us
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 117

STATE, COUNTY, AND CITY

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Regional Offices

Dallas Regional Office of the 

Attorney General 

Consumer Protection Division

1412 Main St., Suite 810 

Dallas, TX 75202

214-969-7639

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

El Paso Regional Office of the 

Attorney General

Consumer Protection Division

401 E. Franklin Ave., Suite 530 

El Paso, TX 79901

915-834-5800

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

Houston Regional Office of the 

Attorney General

Consumer Protection Division

808 Travis St., Suite 1520 

Houston, TX 77002

713-223-5886

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

Pharr Regional Office of the Attorney 

General

Consumer Protection Division

3508 N. Jackson Rd., Suite 1500 

Pharr, TX 78577

956-682-4547

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov 

San Antonio Regional Office of the 

Attorney General

Consumer Protection Division

115 E. Travis St., Suite 925 

San Antonio, TX 78205

210-225-4191

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

County Offices

Harris County District Attorney’s 

Office

Consumer Fraud

1201 Franklin St., Suite 600 

Houston, TX 77002-1923

713-755-5836

app.dao.hctx.net

Utah

State Offices

Utah Office of the Attorney General

PO Box 142320 

Salt Lake City, UT 84114-2320

Toll free: 1-800-244-4636

: uag@utah.gov

attorneygeneral.utah.gov

Utah Department of Commerce

Division of Consumer Protection

160 E. 300 S, 2nd Floor

PO Box 146704

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 Agency of Agriculture, 

Food, and Markets

Consumer Protection Section

116 State St. 

Montpelier, VT 05620

802-828-2426

: AGR.ConsumerProtection@state.

vt.us

www.agriculture.vermont.gov

Vermont Office of the Attorney 

General

Consumer Assistance Program

102 Morrill Hall

146 University Pl. 

Burlington, VT 05405

802-656-3183

Toll free: 1-800-649-2424

: consumer@uvm.edu

www.atg.state.vt.us

Virgin Islands

State Offices

Virgin Islands Department of 

Licensing and Consumer Affairs

Golden Rock Shopping Center 

3000 Estate Golden Rock, Suite 9

St. Croix, VI 00820

340-773-2226

www.dlca.vi.gov

Virgin Islands Department of 

Licensing and Consumer Affairs

Property and Procurement Bldg. 

8201 Sub Base, Suite 1

St. Thomas, VI 00802

340-774-3130

www.dlca.vi.gov

Virginia

State Offices

Virginia Office of the Attorney 

General

Consumer Protection Section

900 E. Main St. 

Richmond, VA 23219

804-786-2042

Toll free: 1-800-552-9963

www.oag.state.va.us

Regional Offices

Northern Virginia Regional Office of 

the Attorney General

10555 Main St., Suite 350 

Fairfax, VA 22030

703-277-3540

www.oag.state.va.us

Southwest Regional Office of the 

Attorney General

204 Abingdon Pl. 

Abingdon, VA 24211

276-628-2759

www.oag.state.va.us

Western Regional Office of the 

Attorney General

3033 Peters Creek Rd. 

Roanoke, VA 24019

540-562-3570

www.oag.state.va.us

County Offices

Fairfax County Department of Cable 

and Consumer Services

12000 Government Center Pkwy. 

Suite 433 

Fairfax, VA 22035

703-222-8435

www.fairfaxcounty.gov/dccs

Washington

State Offices

Washington Office of the Attorney 

General

Consumer Protection Division

PO Box 40100 

1125 Washington St., SE

Olympia, WA 98504-0100

206-464-6684

Toll free: 1-800-551-4636

www.atg.wa.gov
118 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Regional Offices

Bellingham Regional Office of the 

Attorney General

Consumer Protection Division

103 E. Holly St., Suite 310 

Bellingham, WA 98225

360-676-2037

Toll free: 1-800-551-4636

www.atg.wa.gov

Kennewick Regional Office of the 

Attorney General

Consumer Protection Division

8127 W. Klamath Ct., Bldg. 6, Suite A

Kennewick, WA 99336-2607

509-734-7285

Toll free: 1-800-551-4636

www.atg.wa.gov

Seattle Regional Office of the 

Attorney General

Consumer Protection Division

800 5th Ave., Suite 2000 

Seattle, WA 98104

206-464-7744

Toll free: 1-800-551-4636

www.atg.wa.gov

Spokane Regional Office of the 

Attorney General

Consumer Protection Division

1116 W. Riverside Ave., Suite 100 

Spokane, WA 99201

509-456-3123

Toll free: 1-800-551-4636

www.atg.wa.gov

Tacoma Regional Office of the 

Attorney General

Consumer Protection Division

1250 Pacific Ave., Suite 105 

Tacoma, WA 98401

253-593-5243

Toll free: 1-800-551-4636

www.atg.wa.gov

Vancouver Office of the Attorney 

General

Consumer Protection Division

1220 Main St., Suite 510 

Vancouver, WA 98660

360-759-2100

Toll free: 1-800-551-4636

www.atg.wa.gov

West Virginia

State Offices

West Virginia Office of the Attorney 

General

Consumer Protection Division

PO Box 1789 

Charleston, WV 25326-1789

304-558-8986

Toll free: 1-800-368-8808

: consumer@wvago.gov

www.ago.wv.gov

Wisconsin

State Offices

Wisconsin Department of 

Agriculture, Trade and Consumer 

Protection

Bureau of Consumer Protection

PO Box 8911 

2811 Agriculture Dr.

Madison, WI 53708-8911

608-224-5012

Toll free: 1-800-422-7128

: datcphotline@wisconsin.gov

datcp.wi.gov

Wisconsin Department of Justice

Consumer Protection and Antitrust Unit

PO Box 7857 

Madison, WI 53707-7857

608-266-1221

www.doj.wisconsin.gov

Wyoming

State Offices

Wyoming Office of the Attorney 

General

Consumer Protection Unit

Kendrick Bldg., 2320 Capitol Ave.

Cheyenne, WY 82002

307-777-6397

Toll free: 1-800-438-5799

: AG.Consumer@wyo.gov

ag.wyo.gov/cpu

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 119

STATE BANKING AUTHORITIES

STATE BANKING AUTHORITIES

Contact 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 93. Also see the chart in the Banking section 

on page 8. 

Note: Toll free phone numbers may be restricted to use only within the state 

listed.

Alabama

State Banking Department

Consumer Affairs

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 & 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@alaska.gov

www.commerce.alaska.gov

Arizona

Department of Financial Institutions

Consumer Affairs

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

banking.arkansas.gov

California

Department of Business Oversight

Consumer Services

1515 K St., Suite 200 

Sacramento, CA 95814

916-327-7585

Toll free: 1-866-275-2677

www.dbo.ca.gov

Colorado

Department of Regulatory Agencies

Division of Banking

1560 Broadway, Suite 975 

Denver, CO 80202

303-894-7575

: dora_bankingwebsite@state.co.us

www.dora.state.co.us/banking

Connecticut

Department of Banking

Government Relations and Consumer 

Affairs

260 Constitution Plaza 

Hartford, CT 06103

860-240-8299

Toll free: 1-800-831-7225

Toll free: 1-877-472-8313 (Foreclosure 

Assistance)

www.ct.gov/dob

Delaware

Office of the State Bank 

Commissioner

555 E. Loockerman St., Suite 210 

Dover, DE 19901

302-739-4235

: bankcommissioner@state.de.us

www.banking.delaware.gov

District of Columbia

Department of Insurance, Securities 

and Banking

Consumer Services 

810 1st St., NE, Suite 701

Washington, DC 20002

202-727-8000

: disb.complaints@dc.gov

www.disb.dc.gov

Florida

Office of Financial Regulation 

Division of Financial Institutions

200 E. Gaines St. 

Tallahassee, FL 32399

850-487-9687

www.flofr.com

Georgia

Department of Banking and Finance

2990 Brandywine Rd., Suite 200 

Atlanta, GA 30341

770-986-1633

Toll free: 1-888-986-1633

www.dbf.georgia.gov

Hawaii

Department of Commerce and 

Consumer Affairs

Division of Financial Institutions

PO Box 2054 

Honolulu, HI 96805

808-586-2820 (Honolulu)

808-274-3141 (Kauai)

808-984-2400 (Maui)

808-974-4000 (Hawaii)

Toll free: 1-800-468-4644 (Lanai and 

Molokai)

: dfi@dcca.hawaii.gov

www.cca.hawaii.gov/dfi

Idaho

Department of Finance

Financial Institutions Bureau

PO Box 83720 

Boise, ID 83720

208-332-8000

Toll free: 1-888-346-3378

: finance@finance.idaho.gov

www.finance.idaho.gov
120 www.USA.gov t 

STATE BANKING AUTHORITIES

Illinois

Department of Financial and 

Professional Regulation

Division of Banking

320 W. Washington St. 

Springfield, IL 62786

Toll free: 1-844-768-1713

TTY: 1-866-325-4949

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

www.in.gov/dfi

Iowa

Division of Banking 

200 E. Grand Ave., Suite 300 

Des Moines, IA 50309

515-281-4014

: idobcomplaints@idob.state.ia.us

www.idob.state.ia.us

Kansas

Office of the State Bank 

Commissioner

700 S.W. Jackson St., Suite 300 

Topeka, KS 66603

Toll free: 1-877-387-8523 

: 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.complaints@ky.gov

www.kfi.ky.gov

Louisiana

Office of Financial Institutions

PO Box 94095 

Baton Rouge, LA 70804

225-925-4660

Toll free: 1-888-525-9414

: complaints@ofi.la.gov

www.ofi.state.la.us

Maine

Bureau of Financial Institutions 

Consumer Outreach Program

36 State House Station 

Augusta, ME 04333-0036

207-624-8570

Toll free: 1-800-965-5235

: bfi.info@maine.gov

www.maine.gov/pfr/

financialinstitutions

Maryland

Department of Labor, Licensing and 

Regulation

Commissioner of Financial Regulation

500 N. Calvert St., Suite 402 

Baltimore, MD 21202

410-230-6077 (Consumer Services)

Toll free: 1-888-784-0136

: DLFRComplaints-DLLR@

maryland.gov

www.dllr.state.md.us/finance

Massachusetts

Office of Consumer Affairs and 

Business Regulation 

Division of Banks 

Consumer Assistance Unit

1000 Washington St., 10th Floor 

Boston, MA 02118-6400

617-956-1500

Toll free: 1-800-495-2265

TTY: 617-956-1577

www.mass.gov/dob

Michigan

Department of Insurance and 

Financial Services

PO Box 30220 

Lansing, MI 48909

517-284-8800

Toll free: 1-877-999-6442

: difs-info@michigan.gov

www.michigan.gov/difs

Minnesota

Department of Commerce

Financial Institutions Division

85 7th Pl. E, Suite 500 

St. Paul, MN 55101

651-539-1600

Toll free: 1-800-857-3602

: general.commerce@state.mn.us

mn.gov/commerce

Mississippi

Department of Banking and 

Consumer Finance

PO Box 12129 

Jackson, MS 39236-2129

601-321-6901

Toll free: 1-800-844-2499

www.dbcf.state.ms.us

Missouri

Division of Finance

301 W. High St.

PO Box 716 

Jefferson City, MO 65102-0716

573-751-3242

: finance@dof.mo.gov

www.finance.mo.gov

Montana

Division of Banking and Financial 

Institutions

PO Box 200546 

Helena, MT 59620

406-841-2920

TTY: 406-841-2974

www.banking.mt.gov

Nebraska

Department of Banking and Finance

Financial Institutions Division

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

: fidmaster@fid.state.nv.us

www.fid.state.nv.us

New Hampshire

State Banking Department

53 Regional Dr., Suite 200 

Concord, NH 03301

603-271-3561

Toll free: 1-800-437-5991

: nhbd@banking.nh.us

www.nh.gov/banking
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 121

STATE BANKING AUTHORITIES

STATE BANKING AUTHORITIES

New Jersey

New Jersey Department of Banking 

and Insurance

Consumer Inquiry and Response Center

PO Box 471 

Trenton, NJ 08625-0471

609-292-7272

Toll free: 1-800-446-7467

www.state.nj.us/dobi

New Mexico

Regulation and Licensing 

Department

Financial Institutions Division

PO Box 25101 

Santa Fe, NM 87504

505-476-4885

www.rld.state.nm.us/

financialinstitutions

New York

New York Department of Financial 

Services

Consumer Assistance Unit

1 Commerce Plaza 

Albany, NY 12257

Toll free: 1-800-342-3736

www.dfs.ny.gov

North Carolina

North Carolina Commissioner of 

Banks

4309 Mail Service Center 

Raleigh, NC 27699-4309

919-733-3016

www.nccob.gov

North Dakota

Department of Financial Institutions

2000 Schafer St., Suite G 

Bismarck, ND 58501

701-328-9933

TTY: 1-800-366-6888

: dfi@nd.gov

www.nd.gov/dfi

Ohio

Department of Commerce

Division of Financial Institutions

77 S. High St., 21st Floor 

Columbus, OH 43215

614-728-8400

Toll free: 1-866-278-0003

: web.dfi@com.ohio.gov

www.com.ohio.gov/fiin

Oklahoma

State Banking Department

2900 N. Lincoln Blvd. 

Oklahoma City, OK 73105

405-521-2782

www.ok.gov/banking

Oregon

Department of Consumer and 

Business Services

Division of Finance and Corporate 

Securities

PO Box 14480 

Salem, OR 97309

503-378-4140

Toll free: 1-866-814-9710

: dcbs.dfcsmail@state.or.us

dfcs.oregon.gov

Pennsylvania

Department of Banking and 

Securities

Consumer Services

17 N. Second St., Suite 1300 

Harrisburg, PA 17101

717-787-1854

Toll free: 1-800-722-2657

TTY: 1-800-679-5070

www.banking.state.pa.us

Puerto Rico

Office of the Commissioner of 

Financial Institutions

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., Bldg. 68-2 

Cranston, RI 02920

401-462-9500

www.dbr.state.ri.us

South Carolina

Office of the Commissioner of 

Banking

State Board of Financial Institutions

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

1601 N. Harrison Ave., Suite 1 

Pierre, SD 57501

605-773-3421

: banking@state.sd.us

www.dlr.sd.gov/banking

Tennessee

Department of Financial Institutions

400 Deaderick St., 6th Floor 

Nashville, TN 37243

615-253-2023

Toll free: 1-800-778-4215

: TDFI.ConsumerResources@tn.gov

www.tennessee.gov/tdfi

Texas

Department of Banking

Consumer Assistance 

2601 N. Lamar Blvd. 

Austin, TX 78705

512-475-1300

Toll free: 1-877-276-5554 (Consumer 

Hotline)

: consumer.complaints@dob.texas.

gov

www.dob.texas.gov

Utah

Department of Financial Institutions

PO Box 146800 

Salt Lake City, UT 84114-6800

801-538-8830

: dfi@utah.gov

www.dfi.utah.gov

Vermont

Department of Financial Regulation

Banking Division

89 Main St. 

Montpelier, VT 05620

802-828-3301

Toll free: 1-888-568-4547 

: dfr.bnkconsumer@state.vt.us

www.dfr.vermont.gov

Virgin Islands

Office of the Lieutenant Governor

Division of Banking and Insurance

1131 King St., Suite 101 

Christiansted St. Croix, VI 00820

340-773-6459

www.ltg.gov.vi
122 www.USA.gov

t 

STATE BANKING AUTHORITIES

Virginia

State Corporation Commission

Bureau of Financial Institutions

PO Box 640 

Richmond, VA 23218-0640

804-371-9657

Toll free: 1-800-552-7945

TTY: 804-371-9206 : bfiquestions@scc.virginia.gov

www.scc.virginia.gov/bfi

Washington

Department of Financial Institutions

Division of Consumer Services

PO Box 41200 

Olympia, WA 98504-1200

360-902-8703

Toll free: 1-877-746-4334

TTY: 360-664-8126

www.dfi.wa.gov

West Virginia

Division of Banking

900 Pennsylvania Ave. Suite 306

Charleston, WV 25302

304-558-2294

www.dfi.wv.gov

Wisconsin

Department of Financial Institutions

Division of Banking 

Bureau of Consumer Affairs 

PO Box 8041

Madison, WI 53708-8041

608-264-7969

www.wdfi.org

Wyoming

Department of Audit

Division of Banking

122 W. 25th St. Herschler Building 

3rd Floor, East

Cheyenne, WY 82002

307-777-7797 : wyomingbankingdivision@wyo.gov

audit.wyo.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 123

STATE INSURANCE REGULATORS

STATE INSURANCE REGULATORS

Contact Your Local Insurance Regulator 

The offices 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. 29). 

If you have a question or complaint about your insurance company’s policies, 

contact the company before you contact your state insurance regulator.

Note: Toll free phone numbers may be restricted to use only within the state listed.

Alabama

Alabama Department of Insurance

PO Box 303351 

Montgomery, AL 36130-3351

334-241-4141 (Consumer Services)

: consumerservices@insurance.

alabama.gov

www.aldoi.gov

Alaska

Alaska Department of Commerce, 

Community and Economic 

Development

Division of Insurance

Robert B. Atwood Building 

550 W. 7th Ave., Suite 1560

Anchorage, AK 99501

907-269-7900

Toll free: 1-800-467-8725

: insurance@alaska.gov

www.commerce.alaska.gov/web/

ins

Arizona

Department of Insurance

Consumer Services

2910 N. 44th St., Suite 210 

Phoenix, AZ 85018

602-364-2499

602-364-2977 (in Spanish)

Toll free: 1-800-325-2548

: consumers@azinsurance.gov

www.insurance.az.gov

Arkansas

Insurance Department

Consumer Services 

1200 W. 3rd St. 

Little Rock, AR 72201

501-371-2640

Toll free: 1-800-852-5494

: insurance.consumers@arkansas.

gov

www.insurance.arkansas.gov

California

Department of Insurance

Consumer Services Division

300 Capitol Mall, Suite 1700 

Sacramento, CA 95814

Toll free: 1-800-927-4357 

TTY: 1-800-482-4833

www.insurance.ca.gov

Department of Managed Health Care

980 9th St., Suite 500 

Sacramento, CA 95814

Toll free: 1-888-466-2219

TTY: 1-877-688-9891

www.dmhc.ca.gov

Colorado

Department of Regulatory Agencies

Division of Insurance

1560 Broadway, Suite 850 

Denver, CO 80202

303-894-7499

Toll free: 1-800-930-3745 

: insurance@dora.state.co.us

www.dora.colorado.gov/insurance

Connecticut

Connecticut Insurance Department

Consumer Affairs 

PO Box 816 

Hartford, CT 06142-0816

860-297-3900

Toll free: 1-800-203-3447

: cid.ca@ct.gov

www.ct.gov/cid

Delaware

Insurance Department

Consumer Services

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

Consumer Services 

810 First St., NE, Suite 701 

Washington, DC 20002

202-727-8000

: disb.complaints@dc.gov

www.disb.dc.gov

Florida

Office of Insurance Regulation

Consumer Services

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

2 Martin Luther King, Jr., Dr. 

West Tower, Suite 716

Atlanta, GA 30334

404-656-2070

Toll free: 1-800-656-2298 

www.oci.ga.gov

Hawaii

Department of Commerce and 

Consumer Affairs

Insurance Division

PO Box 3614 

Honolulu, HI 96811

808-586-2790 (Honolulu)

808-274-3141 (Kauai)

808-984-2400 (Maui)

808-974-4000 (Hawaii)

Toll free: 1-800-468-4644 (Lanai and 

Molokai)

: insurance@dcca.hawaii.gov

www.cca.hawaii.gov/ins

Idaho

Department of Insurance

Consumer Services

700 W. State St. 

PO Box 83720

Boise, ID 83720

208-334-4319

Toll free: 1-800-721-3272 

: consumeraffairs@doi.idaho.gov

www.doi.idaho.gov
124 www.USA.gov t 

STATE INSURANCE REGULATORS

Ilinois

Division of Insurance

320 W. Washington St. 

Springfield, IL 62767

217-782-4515

Toll free: 1-877-527-9431 (Health 

Insurance)

Toll free: 1-866-445-5364 (Consumer 

Assistance Hotline)

TTY: 1-866-323-5321

: doi.infodesk@illinois.gov

www.insurance.illinois.gov

Indiana

Department of Insurance

Consumer Services

311 W. Washington St., Suite 300 

Indianapolis, IN 46204

317-232-2395

Toll free: 1-800-622-4461

: consumerservices@idoi.in.gov

www.in.gov/idoi

Iowa

Division of Insurance

Market Regulation Bureau

601 Locust St., 4th Floor 

Des Moines, IA 50309

515-281-6348

Toll free: 1-877-955-1212

www.iid.state.ia.us

Kansas

Insurance Department

Consumer Assistance Division

420 S.W. 9th St. 

Topeka, KS 66612

785-296-7829

Toll free: 1-800-432-2484

TTY: 1-877-235-3151

: webcomplaints@ksinsurance.org

www.ksinsurance.org

Kentucky

Department of Insurance

Consumer Protection 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

Office of Consumer Advocacy

PO Box 94214 

Baton Rouge, LA 70804

225-219-4775

Toll free: 1-800-259-5301

: consumeradvocacy@ldi.la.gov

www.ldi.louisiana.gov

Maine

Maine Department of Professional 

and Financial Regulation

Bureau of Insurance

#34 State House Station 

Augusta, ME 04333

207-624-8475

Toll free: 1-800-300-5000

: Insurance.PFR@maine.gov

www.maine.gov/pfr/insurance

Maryland

Maryland Insurance Administration

Consumer Division

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

Office of Consumer Affairs & 

Business Regulation

Division of Insurance

Consumer Services Section

1000 Washington St., Suite 810 

Boston, MA 02118

617-521-7794

Toll free: 1-877-563-4467

TTY: 1-800-720-3480

www.mass.gov/doi

Michigan

Department of Insurance and 

Financial Services

PO Box 30220 

Lansing, MI 48909

517-284-8800

Toll free: 1-877-999-6442

: difs-ins-info@michigan.gov

www.michigan.gov/difs

Minnesota

Minnesota Department of 

Commerce

Insurance Division

85 7th Pl. E, Suite 500 

St. Paul, MN 55101

651-539-1600

Toll free: 1-800-857-3602

: consumer.protection@state.mn.us

mn.gov/commerce/insurance

Mississippi

Mississippi Department of Insurance

PO Box 79 

Jackson, MS 39205-0079

601-359-3569

Toll free: 1-800-562-2957 

: consumer@mid.ms.gov

www.mid.ms.gov

Missouri

Department of Insurance, Financial, 

and Professional Registration

Consumer Affairs Division

PO Box 690 

Jefferson City, MO 65102-0690

Toll free: 1-800-726-7390

TTY: 573-526-4536

: consumeraffairs@insurance.

mo.gov

www.insurance.mo.gov

Montana

Montana Commissioner of 

Securities and Insurance

Insurance Division

840 Helena Ave. 

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148

TTY: 406-444-3426

www.csimt.gov

Nebraska

Department of Insurance

941 O St.

PO Box 82089 

Lincoln, NE 68501-2089

402-471-2201

Toll free: 1-877-564-7323

TTY: 1-800-833-7352

: DOI.ConsumerAffairs@nebraska.

gov

www.doi.ne.gov

STATE INSURANCE REGULATORS
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 125

STATE INSURANCE REGULATORS

STATE INSURANCE REGULATORS

Nevada

Department of Business and 

Industry

Division of Insurance

Consumer Services Section

1818 E. College Pkwy., Suite 103 

Carson City, NV 89706

775-687-0700

Toll free: 1-888-872-3234 

: cscc@doi.state.nv.us

www.doi.nv.gov

Department of Business and 

Industry

Division of Insurance

Consumer Services Section

2501 E. Sahara Ave., Suite 302 

Las Vegas, NV 89104

702-486-4009

Toll free: 1-888-872-3234

www.doi.nv.gov

New Hampshire

Insurance Department

Consumer Services Division

21 S. Fruit St., Suite 14 

Concord, NH 03301

603-271-2261

Toll free: 1-800-852-3416

TTY: 1-800-735-2964

: consumerservices@ins.nh.gov

www.nh.gov/insurance

New Jersey

Department of Banking and 

Insurance

Consumer Center

153 Halsey St. 

Newark, NJ 07102

973-648-4713

Toll free: 1-800-446-7467

www.state.nj.us/dobi

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.state.nj.us/dobi

New Mexico

Superintendent of Insurance

Consumer Assistance Bureau

PO Box 1689 

Santa Fe, NM 87504-1689

505-827-4601

Toll free: 1-855-427-5674

: consumer@state.nm.us

www.osi.state.nm.us

New York

Department of Financial Services

Insurance Department 

Consumer Assistance Unit

One Commerce Plaza 

Albany, NY 12257

212-480-6400

Toll free: 1-800-342-3736

www.dfs.ny.gov

North Carolina

Department of Insurance

Consumer Services

1201 Mail Service Center 

Raleigh, NC 27699-1201

919-807-6750

Toll free: 1-855-408-1212

www.ncdoi.com

North Dakota

Insurance Department

600 E. Boulevard Ave. 

Bismarck, ND 58505

701-328-2440

Toll free: 1-800-247-0560

TTY: 1-800-366-6888

: insurance@nd.gov

www.nd.gov/ndins

Ohio

Department of Insurance

Consumer Services

50 W. Town St., Suite 300 

Columbus, OH 43215

614-644-2658

Toll free: 1-800-686-1526

Toll free: 1-800-686-1527 (Fraud Hotline)

TTY: 614-644-3745

www.insurance.ohio.gov

Oklahoma

Insurance Department

Consumer Assistance 

Five Corporate Plaza 

3625 N.W. 56th St., Suite 100

Oklahoma City, OK 73112

405-521-2991

Toll free: 1-800-522-0071

www.ok.gov/oid

Oregon

Consumer and Business Services

Insurance Division

PO Box 14480 

Salem, OR 97309

503-947-7984

Toll free: 1-888-877-4894

: cp.ins@oregon.gov

www.oregon.gov/DCBS/Insurance

Pennsylvania

Insurance Department

Consumer Services

1209 Strawberry Square 

Harrisburg, PA 17120

717-787-2317

Toll free: 1-877-881-6388

TTY: 717-783-3898

www.insurance.pa.gov

Puerto Rico

Office of the Commissioner of 

Insurance

B5 Calle Tabonuco, Suite 216 PMB 356 

Guaynabo, PR 00968

787-304-8686

www.ocs.gobierno.pr/ocspr

Rhode Island

Department of Business Regulation

Insurance Division

1511 Pontiac Ave. Bldg. 69-2

Cranston, RI 02920

401-462-9520

: DBR.Insurance@dbr.ri.gov

www.dbr.state.ri.us

STATE INSURANCE REGULATORS
126 www.USA.gov t 

STATE INSURANCE REGULATORS

South Carolina

Department of Insurance

Consumer Services

PO Box 100105 

Columbia, SC 29202-3105

803-737-6180

Toll free: 1-800-768-3467

: consumers@doi.sc.gov

www.doi.sc.gov

South Dakota

Department of Labor and Regulation

Division of Insurance

124 S. Euclid Ave., 2nd Floor 

Pierre, SD 57501

605-773-3563

: insurance@state.sd.us

www.dlr.sd.gov/insurance

Tennessee

Department of Commerce and 

Insurance

Consumer Insurance Services

500 James Robertson Pkwy. 

Nashville, TN 37243

615-741-2218

Toll free: 1-800-342-4029 

: insurance.info@tn.gov

www.tn.gov/commerce

Texas

Department of Insurance

Consumer Protection (MC 111-1A)

PO Box 149091 

Austin, TX 78714

Toll free: 1-800-252-3439

TTY: 512 322-4238

: consumerprotection@tdi.texas.gov

www.tdi.texas.gov

Utah

Insurance Department

Consumer Service

State Office Building, Suite 3110 

450 N. State St.

Salt Lake City, UT 84114

801-538-3800

Toll free: 1-800-439-3805

TTY: 801-538-3826

www.insurance.utah.gov

Vermont

Vermont Department of Financial 

Regulation

Insurance Consumer Services

89 Main St. 

Montpelier, VT 05620

802-828-3301

Toll free: 1-800-964-1784

: dfr.insuranceinfo@vermont.gov

www.dfr.vermont.gov

Virgin Islands

Virgin Islands Division of Banking 

and Insurance

1131 King St., Suite 101

Christiansted St. Croix, VI 00820

340-773-6459

ltg.gov.vi

Virgin Islands Division of Banking 

and Insurance

5049 Kongens Gade 

St. Thomas, VI 00802

340-774-7166

ltg.gov.vi

Virginia

State Corporation Commission

Bureau of Insurance

PO Box 1157 

Richmond, VA 23218-1157

804-371-9741

Toll free: 1-800-552-7945

TTY: 804-371-9206

: bureauofinsurance@scc.virginia.

gov

www.scc.virginia.gov

Washington

Office of the Insurance 

Commissioner

Consumer Protection

PO Box 40256 

Olympia, WA 98504-0256

360-725-7080

Toll free: 1-800-562-6900

TTY: 360-586-0241

www.insurance.wa.gov

West Virginia

Offices of the Insurance 

Commissioner

Consumer Service Division

PO Box 50540 

Charleston, WV 25305-0540

304-558-3386

Toll free: 1-888-879-9842

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

608-266-3585

Toll free: 1-800-236-8517

: ocicomplaints@wisconsin.gov

www.oci.wi.gov

Wyoming

Department of Insurance

Consumer Affairs Section

106 E. 6th Ave. 

Cheyenne, WY 82001

307-777-7402

Toll free: 1-800-438-5768

doi.wyo.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 127

STATE SECURITIES ADMINISTRATORS

STATE SECURITIES ADMINISTRATORS

Contact 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, and more. 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. 

Contact the company involved if you have a question or complaint about an 

investment. If you are not satisfied with the response you get, contact your 

state securities administrator. 

Note: Toll free phone numbers may be restricted to use only within the state 

listed. 

Alabama

Securities Commission

PO Box 304700 

Montgomery, AL 36130-4700

334-242-2984

Toll free: 1-800-222-1253

: asc@asc.alabama.gov

www.asc.state.al.us

Alaska

Department of Commerce, 

Community and Economic 

Development

Division of Banking and Securities

550 West 7th Ave., Suite 1850 

Anchorage, AK 99501

907-269-8140

Toll free: 1-888-925-2521

TTY: 907-465-5437

: dbsc@alaska.gov

www.commerce.alaska.gov/web/

dbs

Arizona

Corporation Commission

Securities Division

1300 W. Washington St., 3rd Floor 

Phoenix, AZ 85007

602-542-4242

Toll free: 1-866-837-4399

: info@azinvestor.gov

www.azinvestor.gov

 Arkansas

Securities Department

Heritage West Building, Suite 300 

201 E. Markham St.

Little Rock, AR 72201

501-324-9260

Toll free: 1-800-981-4429

: info@securities.arkansas.gov

www.securities.arkansas.gov

California

Department of Business Oversight

Consumer Services

1515 K St., Suite 200 

Sacramento, CA 95814

916-327-7585

Toll free: 1-866-275-2677

www.dbo.ca.gov

Colorado

Department of Regulatory Agencies

Division of Securities

1560 Broadway, Suite 900 

Denver, CO 80202

303-894-2320

: dora_securitieswebsite@state.

co.us

www.colorado.gov/pacific/dora

Connecticut

Department of Banking

Securities and Business Investments 

Division

260 Constitution Plaza 

Hartford, CT 06103

860-240-8230

Toll free: 1-800-831-7225

Toll free: 1-877-472-8313 (Foreclosure 

Assistance Hotline)

www.ct.gov/dob

Delaware

Office of the Attorney General

Investor Protection Unit

Carvel State Office Building, 5th Floor 

820 N. French St.

Wilmington, DE 19801

302-577-8424

: Investor.Protection@state.de.us

www.attorneygeneral.delaware.

gov/fraud/ipu

District of Columbia

Department of Insurance, Securities 

and Banking

Consumer Services

810 1st St., NE, Suite 701 

Washington, DC 20002

202-727-8000

: disb.complaints@dc.gov

disb.dc.gov

Florida

Office of Financial Regulation

Division of Securities

200 E. Gaines St. 

Tallahassee, FL 32399

850-487-9687

www.flofr.com

Georgia

Secretary of State

Securities Division

2 Martin Luther King Dr., SE 

Suite 313, West Tower

Atlanta, GA 30334

Toll free: 1-844-753-7825

: registrations@sos.ga.gov

www.sos.ga.gov
128 www.USA.gov t 

STATE SECURITIES ADMINISTRATORS

Hawaii

Department of Commerce and 

Consumer Affairs

Business Registration Division

Commissioner of Securities 

PO Box 40

Honolulu, HI 96810

808-586-2744 (Honolulu)

808-274-3141 (Kauai)

808-984-2400 (Maui)

808-974-4000 (Hawaii)

Toll free: 1-800-468-4644 (Lanai and 

Molokai)

Toll free: 1-877-447-2267 (Scams)

: seb@dcca.hawaii.gov

www.cca.hawaii.gov/sec

Idaho

Department of Finance

Securities Bureau

PO Box 83720 

Boise, ID 83720

208-332-8000

Toll free: 1-888-346-3378

: finance@finance.idaho.gov

www.finance.idaho.gov

Illinois

Secretary of State

Securities Department

421 E. Capitol Ave., 2nd Floor 

Springfield, IL 62701

217-782-2256

www.cyberdriveillinois.com/

departments/securities/home.html

Secretary of State

Securities Department

69 W. Washington St., Suite 1220

Chicago, IL 60602

312-793-3384

www.cyberdriveillinois.com/

departments/securities/home.html

Indiana

Secretary of State

Securities Division

302 W. Washington St., Room E111 

Indianapolis, IN 46204

317-232-6681

Toll free: 1-800-223-8791

www.in.gov/sos/securities/index.

htm

Iowa

Securities Bureau

601 Locust St., 4th Floor 

Des Moines, IA 50309

515-281-5705

: iowasec@iid.state.ia.us

www.iid.state.ia.us/securities

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

www.ksc.ks.gov

Kentucky

Department of Financial Institutions

Securities Division

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

Securities Division

8660 United Plaza Blvd. 2nd Floor

Baton Rouge, LA 70809

225-925-4512

Toll free: 1-877-516-3653

: ofila@ofi.louisiana.gov

www.ofi.state.la.us

Maine

Department of Professional and 

Financial Regulation

Office of Securities

121 State House Station 

Augusta, ME 04333

207-624-8551

Toll free: 1-877-624-8551

www.maine.gov/pfr/securities

Maryland

Office of the Attorney General

Securities Division

200 Saint Paul Pl. 

Baltimore, MD 21202

410-576-6360

Toll free: 1-888-743-0023

TTY: 410-576-6372

: securities@oag.state.md.us

www.oag.state.md.us/securities

Massachusetts

Secretary of the Commonwealth

Securities Division

One Ashburton Pl., 17th Floor 

McCormack Building

Boston, MA 02108

617-727-3548

Toll free: 1-800-269-5428 

TTY: 617-878-3889

: securities@sec.state.ma.us

www.sec.state.ma.us/sct/sctidx.

htm

Michigan

Department of Licensing and 

Regulatory Affairs

Securities Division

PO Box 30018 

Lansing, MI 48909

517-335-5237

: LARA-CSCL-Securities-Audit@

michigan.gov

www.michigan.gov/securities

Minnesota

Department of Commerce

Securities Unit

85 7th Pl. E, Suite 500 

St. Paul, MN 55101

651-539-1638

: securities.commerce@state.mn.us

www.mn.gov/commerce

Mississippi

Secretary of State

Securities Division

PO Box 136 

Jackson, MS 39205-0136

601-359-1334

www.sos.ms.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 129

STATE SECURITIES ADMINISTRATORS

STATE SECURITIES ADMINISTRATORS

Missouri

Office of the Secretary of State

Securities Division

600 W. Main St. 

Jefferson City, MO 65101

573-751-4136

Toll free: 1-800-721-7996

: securities@sos.mo.gov

www.sos.mo.gov/securities

Montana

Commissioner of Securities and 

Insurance

Securities Department

840 Helena Ave. 

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148

csimt.gov/securities

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.nvsos.gov

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

sos.nh.gov/sec_reg.aspx

New Jersey

Office of the Attorney General

Bureau of Securities

153 Halsey St., 6th Floor 

Newark, NJ 07102

973-504-3600

Toll free: 1-866-446-8378 

: njbos@dca.lps.state.nj.us

www.njconsumeraffairs.gov/bos/

Pages/Default.aspx

New Mexico

Regulation and Licensing 

Department

Securities Division

PO Box 25101 

Santa Fe, NM 87504

505-476-4580

Toll free: 1-800-704-5533 

www.rld.state.nm.us/securities

New York

Office of the Attorney General

Investor Protection Bureau

120 Broadway, 23rd Floor 

New York, NY 10271

212-416-8222

www.ag.ny.gov/bureau/investorprotection-bureau

North Carolina

Secretary of State

Securities Division

PO Box 29622 

Raleigh, NC 27626-0622

919-733-3924

Toll free: 1-800-688-4507

: secdiv@sosnc.com

www.secretary.state.nc.us/sec

North Dakota

Securities Department

State Capitol, 5th Floor 

600 E. Boulevard Ave.

Bismarck, ND 58505

701-328-2910

Toll free: 1-800-297-5124

: ndsecurities@nd.gov

www.nd.gov/securities

Ohio

Department of Commerce

Division of Securities

77 S. High St., 22nd Floor 

Columbus, OH 43215-6131

614-644-7381

Toll free: 1-877-683-7841 

: securitiesgeneral.questions@com.

state.oh.us

www.com.ohio.gov/secu

Oklahoma

Department of Securities

204 N. Robinson Ave., Suite 400 

Oklahoma City, OK 73102

405-280-7700

www.securities.ok.gov

Oregon

Department of Consumer and 

Business Services

Division of Finance and Corporate 

Securities

PO Box 14480 

Salem, OR 97309

503-378-4140

Toll free: 1-866-814-9710

: dcbs.dfcsmail@state.or.us

www.dfcs.oregon.gov

Pennsylvania

Securities Commission

17 N. 2nd St., Suite 1300 

Harrisburg, PA 17101

717-787-1854

Toll free: 1-800-722-2657 

www.dobs.pa.gov/consumers

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

www.dbr.state.ri.us
130 www.USA.gov

t 

STATE SECURITIES ADMINISTRATORS

South Carolina

Office of the Attorney General

Securities Division

PO Box 11549 

Columbia, SC 29211-1549

803-734-9916

www.scag.gov/scsecurities

South Dakota

Department of Labor and Regulation

Division of Securities

124 S. Euclid Ave., Suite 104

Pierre, SD 57501

605-773-4823

www.dlr.sd.gov/securities

Tennessee

Department of Commerce and 

Insurance

Securities Division

500 James Robertson Pkwy., 8th Floor 

Nashville, TN 37243

615-741-2241

Toll free: 1-800-863-9117 : Ask.tdci@tn.Gov

tn.gov/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 : securities@utah.gov

www.securities.utah.gov

Vermont

Department of Financial Regulation

Securities Division

89 Main St. 

Montpelier, VT 05620

802-828-3421 : dfr.securitiesinfo@state.vt.us

www.dfr.vermont.gov

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 

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

www.dfi.wa.gov

West Virginia

State Auditor’s Office

Securities Commission

1900 Kanawha Blvd., East

Building 1, Room W-100

Charleston, WV 25305

304-558-2251 : securities@wvsao.gov

www.wvsao.gov/

securitiescommission

Wisconsin

Department of Financial Institutions

Division of Securities

PO Box 1768, Suite 300

Madison, WI 53701-1768

608-266-1064

www.wdfi.org

Wyoming

Office of the Secretary of State

Compliance Division

2020 Carey Ave., Suite 700

Cheyenne, WY 82002

307-777-7370 : compliance@wyo.gov

soswy.state.wy.us
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 131

STATE UTILITIES COMMISSIONS

STATE UTILITIES COMMISSIONS

Contact 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 utilities commissions handle consumer complaints. Sometimes, if they 

receive a number of complaints about the same utility matter, they will conduct 

investigations.

Note: Toll free phone numbers may be restricted to use only within the state 

listed.

Alabama

Public Service Commission

Consumer Services

PO Box 304260 

Montgomery, AL 36130

334-242-5218

Toll free: 1-800-392-8050

www.psc.state.al.us

Alaska

Regulatory Commission

Consumer Protection and Information 

Section

701 W. 8th Ave., Suite 300 

Anchorage, AK 99501

907-276-6222

Toll free: 1-800-390-2782

TTY: 907-276-4533

: cp.mail@alaska.gov

rca.alaska.gov

Arizona

Corporation Commission - Phoenix

Utilities Division

Consumer Services

1200 W. Washington St. 

Phoenix, AZ 85007

602-542-4251

Toll free: 1-800-222-7000

www.azcc.gov

Corporation Commission - Tucson

Consumer Services Division

400 W. Congress St., Suite 218

Tucson, AZ 85701

520-628-6550

Toll free: 1-800-535-0148

www.azcc.gov/psc

Arkansas

Public Service Commission

Consumer Services Division

PO Box 400 

Little Rock, AR 72203-0400

501-682-1718

Toll free: 1-800-482-1164

TTY: 1-800-682-2698

www.arkansas.gov/psc

California

Public Utilities Commission

Consumer Affairs Branch

505 Van Ness Ave. 

San Francisco, CA 94102

415-703-2782

Toll free: 1-800-649-7570

TTY: 1-866-836-7825

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 

: dora_puc_complaints@state.co.us

www.dora.state.co.us/puc

Connecticut

Department of Energy and 

Environmental Protection

Public Utilities Regulatory Authority

Consumer Services Unit

10 Franklin Square 

New Britain, CT 06051

Toll free: 1-800-382-4586

TTY: 860-827-2837

: pura.information@ct.gov

www.ct.gov/pura

Delaware

Public Service Commission

Cannon Building, Suite 100 

861 Silver Lake Blvd.

Dover, DE 19904

302-736-7500

Toll free: 1-800-282-8574

www.depsc.delaware.gov

District of Columbia

Public Service Commission

Office of Consumer Services

1325 G St., NW, Suite 800 

Washington, DC 20005

202-626-5120

www.dcpsc.org

Florida

Public Service Commission

2540 Shumard Oak Blvd. 

Tallahassee, FL 32399

850-413-6100

Toll free: 1-800-342-3552

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

: 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 

PO Box 83720 

Boise, ID 83720

208-334-0369

Toll free: 1-800-432-0369

www.puc.idaho.gov
132 www.USA.gov t 

STATE UTILITIES COMMISSIONS

Illinois

Commerce Commission

Consumer Affairs

527 E. Capitol Ave. 

Springfield, IL 62701

217-782-2024

Toll free: 1-800-524-0795

TTY: 1-800-858-9277

www.icc.illinois.gov

Indiana

Utility Regulatory Commission

Consumer Assistance Section

101 W. Washington St., Suite 1500E 

Indianapolis, IN 46204

317-232-2712

Toll free: 1-800-851-4268

TTY: 317-232-8556

www.in.gov/iurc

Iowa

Utilities Board

Customer Service Group

1375 E. Court Ave., Room 69 

Des Moines, IA 50319

515-725-7321

Toll free: 1-877-565-4450

: customer@iub.iowa.gov

iub.iowa.gov

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

TTY: 1-800-766-3777

: public.affairs@kcc.ks.gov

www.kcc.state.ks.us

Kentucky

Public Service Commission

Consumer Services

PO Box 615 

211 Sower Blvd.

Frankfort, KY 40602

502-564-3940

Toll free: 1-800-772-4636

TTY: 1-800-648-6056

: psc.consumer.inquiry@ky.gov

www.psc.state.ky.us

Louisiana

Public Service Commission

PO Box 91154 

Baton Rouge, LA 70821-9154

225-342-4404

Toll free: 1-800-256-2397 

www.lpsc.org

Maine

Public Utilities Commission

Consumer Assistance Division

18 State House Station 

Augusta, ME 04333

207-287-3831

Toll free: 1-800-452-4699

TTY: 1-800-437-1220

: maine.puc@maine.gov

www.maine.gov/mpuc

Maryland

Public Service Commission

6 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

: DPUConsumer.Complaints@state.

ma.us

www.mass.gov/dpu

Michigan

Public Service Commission

7109 W. Saginaw Hwy.

PO Box 30221 

Lansing, MI 48909

517-284-8100

Toll free: 1-800-292-9555

: 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.mn.gov/puc

Mississippi

Public Service Commission

P.O. Box 1174 

Jackson, MS 39215

601-961-5430 (Central District)

601-961-5450 (Northern District)

601-961-5440 (Southern District)

Toll free: 1-800-356-6430 (Central 

District)

Toll free: 1-800-356-6428 (Northern 

District)

Toll free: 1-800-356-6429 (Southern 

District)

www.psc.state.ms.us

Missouri

Public Service Commission

Consumer Services

200 Madison St. 

PO Box 360

Jefferson City, MO 65102

Toll free: 1-800-392-4211

TTY: 1-866-735-2460

: pscinfo@psc.mo.gov

www.psc.mo.gov

Montana

Public Service Commission

PO Box 202601 

Helena, MT 59620-2601

406-444-6150

Toll free: 1-800-646-6150

TTY: 406-444-4212

: psc_complaint@mt.gov

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

TTY: 402-471-0213

www.psc.nebraska.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 133

STATE UTILITIES COMMISSIONS

STATE UTILITIES COMMISSIONS

Nevada

Public Utilities Commission - 

Northern NV

Consumer Complaint Resolution 

Division

1150 E. William St. 

Carson City, NV 89701

775-684-6100

: puccompliance@puc.nv.gov

puc.nv.gov

Public Utilities Commission - 

Southern NV

Consumer Complaint Resolution 

Division

9075 W. Diablo Dr., Suite 250 

Las Vegas, NV 89148

702-486-2600

: puccompliance@puc.nv.gov

puc.nv.gov

New Hampshire

Public Utilities Commission

Consumer Affairs Division

21 S. Fruit St., Suite 10 

Concord, NH 03301

603-271-2431

Toll free: 1-800-852-3793

TTY: 1-800-735-2964

: puc@puc.nh.gov

www.puc.state.nh.us

New Jersey

Board of Public Utilities

Division of Customer Assistance

44 S. Clinton Ave. 

Trenton, NJ 08625

609-341-9188

Toll free: 1-800-624-0241

Toll free: 1-800-624-0331 (Cable 

complaint)

www.bpu.state.nj.us

New Mexico

Public Regulation Commission

Consumer Relations Division

1120 Paseo de Peralta PO Box 1269

Santa Fe, NM 87504

Toll free: 1-888-427-5772

: crd.complaints@state.nm.us

www.nmprc.state.nm.us

New York

Department of Public Service

Office of Consumer Services

Empire State Plaza 

Agency Building 3

Albany, NY 12223

Toll free: 1-800-342-3377

Toll free: 1-800-342-3355 (Termination)

TTY: 1-800-662-1220

www.askpsc.com

North Carolina

Utilities Commission

Consumer Services

4325 Mail Service Center 

Raleigh, NC 27699

919-733-9277

Toll free: 1-866-380-9816

: consumer.services@psncuc.nc.gov

www.ncuc.net

North Dakota

Public Service Commission

600 E. Boulevard Ave., Dept. 408 

Bismarck, ND 58505

701-328-2400

Toll free: 1-877-245-6685

TTY: 1-800-366-6888

: ndpsc@nd.gov

www.psc.nd.gov

Ohio

Consumers’ Counsel

10 W. Broad St., Suite 1800 

Columbus, OH 43215

614-466-8574

Toll free: 1-877-742-5622

: occ@occ.ohio.gov

www.occ.ohio.gov

Public Utilities Commission

180 E. Broad St. 

Columbus, OH 43215

614-466-3292

Toll free: 1-800-686-7826

www.puco.ohio.gov

Oklahoma

Corporation Commission

Consumer Services

PO Box 52000 

Oklahoma City, OK 73152-2000

405-522-2331

Toll free: 1-800-522-8154

www.occeweb.com

Oregon

Public Utility Commission

Consumer Services Section

PO Box 1088 

Salem, OR 97308-1088

503-378-6600

Toll free: 1-800-522-2404

: puc.consumer@state.or.us

www.puc.state.or.us

Pennsylvania

Office of Consumer Advocate

Office of the Attorney General

555 Walnut St. Forum Place, 5th Floor

Harrisburg, PA 17101

717-783-5048

Toll free: 1-800-684-6560 

: 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

PO Box 190870 

San Juan, PR 00918

787-756-1919

www.csp.gobierno.pr

Rhode Island

Public Utilities Commission

Consumer Section

89 Jefferson Blvd. 

Warwick, RI 02888

401-780-9700

www.ripuc.org

South Carolina

Office of Regulatory Staff

Consumer Services Division

1401 Main St., Suite 900 

Columbia, SC 29201

803-737-5230

Toll free: 1-800-922-1531

TTY: 1-800-334-2217

www.regulatorystaff.sc.gov
134 www.USA.gov

t 

STATE UTILITIES COMMISSIONS

South Dakota

Public Utilities Commission

Consumer Affairs

500 E. Capitol Ave. 

Pierre, SD 57501

605-773-3201

Toll free: 1-800-332-1782 : PUCconsumerinfo@state.sd.us

www.puc.sd.gov

Tennessee

Regulatory Authority

Consumer Services Division

502 Deaderick St., 4th Floor 

Nashville, TN 37243

615-741-2904

Toll free: 1-800-342-8359

TTY: 1-888-276-0677

www.tn.gov/tra

Texas

Public Utility Commission

Customer Protection

1701 N. Congress Ave. 

PO Box 13326 

Austin, TX 78711

512-936-7120

Toll free: 1-888-782-8477

TTY: 1-800-735-2988 : customer@puc.texas.gov

www.puc.texas.gov

Utah

Public Service Commission

Division of Public Utilities

PO Box 146751 

Salt Lake City, UT 84114-6751

801-530-7622

Toll free: 1-800-874-0904 : psc@utah.gov

www.psc.utah.gov

Vermont

Public Service Board

Consumer Affairs and Public 

Information Division

112 State St., 4th Floor 

Montpelier, VT 05620

802-828-2332

Toll free: 1-800-622-4496

TTY: 1-800-253-0191 : consumer@state.vt.us

www.psb.vermont.gov

Virginia

State Corporation Commission

Division of Energy Regulation

PO Box 1197 

Richmond, VA 23218

804-371-9611

Toll free: 1-800-552-7945

TTY: 804-371-9206 : EnergyReg@scc.virginia.gov

www.scc.virginia.gov

Washington

Utilities and Transportation 

Commission

Consumer Protection

PO Box 47250 

Olympia, WA 98504-7250

360-664-1160

Toll free: 1-888-333-9882 : consumer@utc.wa.gov

www.utc.wa.gov

West Virginia

Consumer Advocate Division

723 Kanawha Blvd., E 

Union Building, Suite 700

Charleston, WV 25301

304-558-0526

www.cad.state.wv.us

Public Service Commission

Customer Assistance

201 Brooks St.

PO Box 812

Charleston, WV 25323

Toll free: 1-800-642-8544

www.psc.state.wv.us

Wisconsin

Public Service Commission

Consumer Affairs

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 300 

Cheyenne, WY 82002

307-777-7427

Toll free: 1-888-570-9905 : wpsc_complaints@wyo.gov

psc.state.wy.us
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 135

TRADE & PROFESSIONAL ASSOCIATIONS

TRADE & PROFESSIONAL ASSOCIATIONS

Contact Trade & Professional Associations 

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. 

America’s Health Insurance Plans (AHIP)

601 Pennsylvania Ave., NW 

South Bldg., Suite 500

Washington, DC 20004

202-778-3200

: ahip@ahip.org

www.ahip.org 

AHIP is the national association representing the health 

insurance industry. Member companies offer health 

insurance through employer-sponsored coverage, individual 

insurance policies, and public health insurance programs.

American Arbitration Association (AAA)

120 Broadway, 10th Floor 

New York, NY 10271

Toll free: 1-800-778-7879

www.adr.org

AAA 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. 

The ABA’s Community Engagement Foundation offers 

personal finance resources to help consumers understand 

their financial choices and responsibilities.

American Cleaning Institute (ACI)

1331 L St., NW, Suite 650 

Washington, DC 20005

202-347-2900

: info@cleaninginstitute.org

www.cleaninginstitute.org

ACI is the consumer source for free/low cost educational 

materials, designed to help people make safe choices for 

cleaning products.

American Council of Life Insurers (ACLI)

101 Constitution Ave., NW Suite 700

Washington, DC 20001-2133

202-624-2000

: contact@acli.com

www.acli.com

ACLI is a trade association of insurance companies. They 

also offer consumer information on various types of insurace.

American Financial Services Association Education 

Foundation (AFSAEF) t

919 18th St., NW, Suite 300 

Washington, DC 20006-5517

202-466-8611

: info@afsaef.org

www.afsaef.org

The AFSAEF mission is to educate consumers on personal 

finance concepts, to help them realize the benefits of 

responsible money management and understand the credit 

process. Their MoneySKILL® program educates young 

adults on the personal finance concepts in the areas of 

income, expenses, assets, liabilities and risk management.

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)

www.aicpa.org

www.360financialliteracy.org

AICPA works to ensure that the public remains confident in 

the integrity, competence and professionalism of CPAs.

American Moving and Storage Association (AMSA)

1611 Duke St. 

Alexandria, VA 22314

703-683-7410

Toll free: 1-888-849-2672

www.moving.org

AMSA is the trade association for the professional moving 

and storage industry. The organization also offers moving 

related information to consumers, and sponsors a dispute 

resolution program to resolve loss and damage claims on 

interstate moves. 

Association for Financial Counseling and Planning 

Education (AFCPE)

1940 Duke St., Suite 200 

Alexandria, VA 22314

703-684-4484

www.afcpe.org

AFCPE trains and provides certification for financial 

counselors. They also provide a database for consumers to 

find a financial counselor in their area.

Association of Credit Counseling Professionals 

(ACCPros)

369 Falmouth Rd. 

Falmouth, ME 04105

Toll free: 1-866-278-1567

: info@accpros.org

www.accpros.org

ACCPros is a trade association that represents the credit 

counseling industry. They set standards for ethical and 

professional behavior, while also providing a database to find 

a credit counselor in your area.
136 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

TRADE & PROFESSIONAL ASSOCIATIONS TRADE & PROFESSIONAL ASSOCIATIONS

Cellular Telecommunications and Internet 

Association (CTIA)

1400 16th St., NW, Suite 600 

Washington, DC 20036

202-785-0081

www.ctia.org

CTIA is the trade association for the wireless 

telecommunications industry. They provide consumer 

resources for choosing wireless devices and plans, and tips 

to protect the information on your device.

Certified Financial Planner Board of Standards

1425 K St., NW, Suite 800 

Washington, DC 20005

202-379-2200

Toll free: 1-800-487-1497

: mail@cfpboard.org

www.cfp.net

www.letsmakeaplan.org

The CFP Board certifies financial planners who meet its 

requirements by granting use of their trademarks.

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 a not-for-profit organization that accredits 

rehabilitation, addiction, retirement living, and other human 

services. The organization provides an online search tool 

to find services that match your needs and other consumer 

resources.

Consumer Technology Association (CTA)

1919 S. Eads St. 

Arlington, VA 22202

703-907-7600

Toll free: 1-866-858-1555

: cea@ce.org

www.ce.org

CTA represents corporations involved in the design, 

development, manufacturing and distribution of consumer 

electronics. They offer free buying guides and tips to 

consumers.

Direct Marketing Association (DMA)

1615 L St., NW 

Washington, DC 20036

212-768-7277 ext. 1888

www.DMAchoice.org

The DMA is the trade association for organizations involved 

in direct marketing via direct mail, catalogs, the Internet, 

telemarketing, magazines, newspaper and TV ads. DMA 

offers free options to consumers that allow them to manage 

their physical and electronic mail.

Direct Selling Education Foundation (DSEF) t

1667 K St., NW, Suite 1100 

Washington, DC 20006

202-452-8866

: info@dsef.org

www.dsef.org

DSEF delivers programs to educate the public on the benefits 

of direct selling for individuals and the entire economy.

Financial Counseling Association of America (FCAA)

611 Pennsylvania Ave., SE, Suite 1600 

Washington, DC 20003-4303

Toll free: 1-866-694-7253

www.fcaa.org

FCAA represents not-for-profit credit counseling companies. 

AICCCA sets industry standards for member companies and 

provides information directly to consumers.

Financial Industry Regulatory Authority (FINRA) t

1735 K St., NW 

Washington, DC 20006

301-590-6500 (Call Center)

Toll free: 1-800-289-9999 (BrokerCheck Hotline)

Toll free: 1-844-574-3577 (Helpline for Seniors)

www.finra.org

www.brokercheck.finra.org

FINRA is the largest independent regulator for all securities 

firms doing business in the US. The organization operates 

the largest resolution forum for disputes between investors 

and securities firms. Check the background of investment 

professionals and firms using the BrokerCheck tool.

Financial Planning Association (FPA)

7535 E. Hampden Ave., Suite 600 

Denver, CO 80231

Toll free: 1-800-322-4237

: info@onefpa.org

www.plannersearch.org

The Financial Planning Association is a trade organization 

for financial planners. FPA helps consumers by ensuring that 

planners adhere to a code of ethics and providing guides, 

brochures, and financial worksheets for consumers.

Insurance Information Institute (III)

110 William St. 

New York, NY 10038

212-346-5500

www.iii.org

The III is a nonprofit communications organization supported 

by the property and casualty insurance industry that works to 

improve public understanding of insurance.

International Association of Movers (IAM)

5904 Richmond Hwy., Suite 404 

Alexandria, VA 22303

703-317-9960

: info@iamovers.org

www.iamovers.org

IAM is a global association of movers and forwarders. 

IAM also offers consumer tips for moving, domestically or 

internationally.

International Cemetery, Cremation and Funeral 

Association (ICCFA)

107 Carpenter Dr., Suite 100

Sterling, VA 20164

Toll free: 1-800-645-7700

www.iccfa.com
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TRADE & PROFESSIONAL ASSOCIATIONS

TRADE & PROFESSIONAL ASSOCIATIONS

ICCFA is a trade association for the cemetery, funeral service, 

cremation and memorialization professions. The ICCFA 

assists consumers directly through information resources 

and a dispute resolution service.

LeadingAge t

2519 Connecticut Ave., NW 

Washington, DC 20008

202-783-2242

: info@leadingage.org

www.leadingage.org

LeadingAge represents not-for-profit nursing homes, 

continuing care retirement communities, assisted 

living, senior housing facilities, and community service 

organizations. Consumers may search LeadingAge’s online 

database for providers and facilities that fit their needs.

National Association of Attorneys General (NAAG)

2030 M St., NW, 8th Floor 

Washington, DC 20036

202-326-6000

: feedback@naag.org

www.naag.org

NAAG 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

www.nahb.org

NAHB represents the home building industry. It provides 

information for consumers interested in buying, financing, 

building or remodeling their home. The NAHB also offers a 

searchable directory of builders.

National Association of Insurance Commissioners 

(NAIC)

1100 Walnut St., Suite 1500 

Kansas City, MO 64106

816-842-3600

Toll free: 1-866-470-6242

: webpost@naic.org

www.naic.org 

www.insureuonline.org

NAIC is a national organization of insurance regulators. The 

organization helps insurance regulators facilitate the fair and 

equitable treatment of consumers.

National Foundation for Credit Counseling (NFCC)

2000 M St., NW Suite 505

Washington, DC 20036

Toll free: 1-800-388-2227

www.nfcc.org

The NFCC member agencies provide financial education 

directly to the public. NFCC also sets standards for quality 

credit counseling. 

National Funeral Directors Association (NFDA)

13625 Bishop’s Dr. 

Brookfield, WI 53005

262-789-1880

Toll free: 1-800-228-6332

: nfda@nfda.org

www.nfda.org

NFDA is the trade association for funeral service providers. 

NFDA’s Funeral Service Help Line helps consumers make 

informed decisions about funeral services and address 

concerns about funeral service experiences.

National Futures Association (NFA) t

300 S. Riverside Plaza, Suite 1800 

Chicago, IL 60606

312-781-1410

Toll free: 1-800-621-3570

: information@nfa.futures.org

www.nfa.futures.org

National Futures Association (NFA) is the self-regulatory 

organization for the U.S. derivatives industry. NFA provides 

innovative and efficient regulatory programs and services 

that safeguard the integrity of the derivatives markets. 

Contact NFA’s Information Center for your industry-related 

questions.. 

National Institute for Automotive Service Excellence 

(ASE)

101 Blue Seal Dr., SE, Suite 101 

Leesburg, VA 20175

703-669-6600

Toll free: 1-800-390-6789

: contactus@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.

North American Securities Administrators 

Association

750 1st St., NE, Suite 1140 

Washington, DC 20002

202-737-0900

www.nasaa.org

investingonline.org

NASAA is the voice of the 50 state securities agencies 

responsible for grass-roots investor protection and 

education, and efficient capital formation.

Society of Consumer Affairs Professionals 

International (SOCAP) t

625 N. Washington St., Suite 304 

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.
138 www.USA.gov 

INDEX

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. 72), and “Automotive Manufacturers” (p. 65).

A

AARP. 104

retirement planning information, 37

ABA. See American Bar Association

Ability to repay rules, 27

Accreditation, 19, 94

Actual cash value, 32

Accidental death insurance, 33

Active duty alert, 56

Accrued interest, 23

Adjustable-rate mortgages, 26, 27

mortgage refinancing, 28

Administration for Children & Families, 95 

Administration for Community Living, 96

Administration on Aging, 96

Advance medical directives, 25

Advertisements

fraudulent employment opportunities, 20

Standard Directory of Advertisers, 72

Advisors, financial, 35

Affinity fraud, 35, 56

Affordable Care Act, 23

Aging. See Seniors

Aging.gov, 59, 95

AIDS.gov, 95

AIDSinfo, 97

Air Force Community Readiness and Family Support, 55

Air travel

delayed or canceled flights, 48

delayed or damaged baggage, 48

lost baggage, 48

overbooked flights, 48-49

Airline Passenger Protections, 49

Airlines. See Air travel

America’s Health Insurance Plans, 135

American Arbitration Association, 135

American Bankers Association, 135

American Bar Association, 62

American Cleaning Institute, 135

American Council of Life Insurers, 135

American Council on Science and Health, 104

American Financial Services Association Education 

Foundation, 135

American Institute of Certified Public Accountants, 135

American Moving and Storage Association, 135

American Savings Education Council, 37

Americans with Disabilities Act Information Line, 99

Annual Percentage Rate

cars, 9

credit cards, 14

installment loans, 14

medical credit cards, 23

mortgages, 26-27

Anti-concurrent causation clause, 31

Anti-spyware software, 41

AoA. See Administration on Aging

Apps (applications)

grocery shopping, 21

mobile payments, 7

Smart TVs, 44

travel safety, 49

Appraisal report, 27

APR. See Annual Percentage Rate

Arbitration, 62

Argentum, 24

Armed Forces. See Military personnel

ARMs. See Adjustable-rate mortgages

Assisted-living facilities 

long-term care insurance and, 32

selection of, 23-24

Association for Financial Counseling and Planning 

Education, 135

Assocation of Credit Counseling Professionals, 135

ATM cards, 6-7

Attorneys. See Lawyers

Automatic default, 18

Automobiles. See Cars

Aviation Consumer Protection Division, 100

B

Baggage

delayed or damaged, 48

insurance coverage, 33

lost, 48

Balance billing, 24

Balloon mortgages, 26 

Balloon payments 

leases, 10

mortgages, 27

Banking

ATM cards, 6

checking accounts, 5

debit cards, 6

fees, 6

financial privacy, 40

mobile banking, 6

mobile payments, 7

prepaid cards, 8 

regulatory authorities, 8

savings accounts, 5

state banking authorities, 119

transaction reordering, 6

unsolicited checks and offers, 7

Bankruptcy

automatic default, 18

co-signer, 18

credit reports, 16

Base mileage, 10

BBBs. See Better Business Bureaus

Beneficiaries

contingent beneficiaries, 52

insurance policy, 32

trusts, 52

wills, 51

Better Business Bureaus

BBB Auto Line, 66

BBB Military Line, 55 

complaint mediation, 61

state-by-state listing and contact information, 67

Bill creep, 41

Bill shock, 44

Billing codes, 24

Blind persons. See Disabilities, persons with

Blocking 

changes to phone service, 43

spam, 42

Bond funds, 34

Bonds, 34

Bounced checks, 6

BrokerCheck, 35

Brokers 

data, 38

financial, 35

Bundled services, 44

Bureau of Fiscal Service, 100

Buyer’s agent, 26

C

Cable TV service, 44

Call for Action Inc., 62, 104

Capitalized cost reduction, 11

Car hacking, 10

Car sharing, 12

Card cracking, 7

Career, Technical, and Adult Education, Office of, 94

Cars

BBB Auto Line, 66

buying tips, 8

dealer purchases, 10

dispute resolution programs, 66

financing, 10

fuel economy web pages, 9

hacking, 10

insurance, 30

leasing, 11

“lemon” laws, 11

loan packing, 10

manufacturer contact information, 65

new, 9

prepayment penalty, 10

private-party purchases, 10

recalls, 11

renting, 12

repairs, 11

repossessions, 12

safety considerations, 9

secret warranties, 11 

sharing, 12

SmartWay Certified Vehicles, 9

used, 9

Catastrophic health care insurance, 33

CDC. See Centers for Disease Control and Prevention

Cell phones

mobile payments, 7 

services, 43

Cellular Telecommunications and Internet Association, 

136

Cemeteries. See also Funerals

for veterans, 57, 101

Center for Auto Safety, 9, 104

Center for Food Safety and Applied Nutrition 

Information Line, 96

Center for Medicaid and CHIP Services, 96

Center for Nutrition Policy and Promotion, 93

Center for Science in the Public Interest, 104

Center for the Study of Services, 104
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 139

INDEX

INDEX

Center for Tobacco Products, 97

Centers for Disease Control and Prevention

contact information, 95

food safety information, 21

health-related travel information, 49

Centers for Medicare & Medicaid Services, 96

Certificate of deposit, 5

Certified Financial Planner Board of Standards, 136

CFPB. See Consumer Financial Protection Bureau

CFTC. See Commodity Futures Trading Commission

Checking accounts, 5

Checks

bounced, 6

fees, 6

holds on, 6

overdrafts, 6

unsolicited, 7

Child Support Enforcement, Office of, 96

Child Welfare Information Gateway, 95

Children. See also Families

government agency sources, 95

insurance coverage, 31

National Runaway Safeline, 96

Chip and PIN, 14

considerations when applying for a credit card, 14

travel, 47

City consumer protection offices, 106-118

Civil Rights, Office for, 

Department of Education, 94

Department of Health and Human Services, 40, 95

CMS. See Centers for Medicare & Medicaid Services

Click bait, 43

Coalition Against Insurance Fraud, 104

COBRA. See Consolidated Omnibus Budget 

Reconciliation Act

Collateral, 13

College savings plans, 18

College tuition insurance, 33 

Colleges and universities

college accreditation, 19

financing options, 18

for-profit, 56

Commissaries and exchanges, 57

Commission on Accreditation of Rehabilitation 

Facilities, 136

Commission on Civil Rights, 93

Commodities, 34, 36

Commodity futures, 36

Commodity Futures Trading Commission, 103

Complaints

contact sellers, 59

contact third parties, 61

credit bureaus, 15

credit cards, 15

debt collectors, 17

dispute resolution programs, 60

financial brokers and advisors, 35

fraud reporting, 63

health care providers, 23

insurance companies, 30

landlord, 29

legal help, 62

mandatory arbitration, 62

resolving, 59

safety hazards reporting, 63

sample complaint letter, 60

small claims court, 62 

telemarketing, 45

virtual currency, 4 

Comptroller of the Currency, Office of the

contact information, 100

regulatory authority, 8

Computer hackers, 42

Computers. See also Internet; Software

Conciliation, 61

Condo fees, 26

Consolidated Omnibus Budget Reconciliation Act, 31

Consumer Action, 7, 104

Consumer Federation of America, 104

Consumer Financial Protection Bureau

automotive dispute resolution program, 66

contact information, 93

co-signer release letter, 18

credit card company complaints, 15

credit reporting agencies, 15

military personnel services, 55

Money Smart for Older Adults, 57

mortgage rules, 27

Office of Financial Protection for Older Americans, 

58 

Office of Servicemember Affairs, 55

paying for college, 18

retirement calculators, 37

Consumer Leasing Act, 11

Consumer organizations

complaint mediation, 61

national organizations contact information, 104-105

Consumer Product Safety Commission

contact information, 93

reporting safety hazards to, 63

Consumer protection offices

complaint mediation, 61-62

state, county, and city offices contact information, 

106-118

Consumer Reports, 55

choose a safe vehicle, 9

contact information, 104

television reviews, 44 

Consumer rights

applying for credit, 13

credit reports, 15

debt collection, 16

installation loans, 14

mortgage rules, 27

overbooked flights, 48-49

questions creditors may not ask, 13

shopping from home, 4

shopping online, 4

Consumer Technology Association, 136

Consumer World, 54

Contingency fee, 63

Contingent beneficiaries, 52

Contract

after you buy, 5

before you buy, 2

cable TV, 44

cell phones, 44

credit counseling services, 17

credit repair companies, 18

cruises, 49

heating oil, 50

home improvements, 28

leases, 28

life insurance, 32

mandatory arbitration clauses, 62

prepaid funerals, 53

quick consumer tips, II

service contract, 3

Servicemember Civil Release Act, 56

Convenience checks, 7 

Cookies, 39, 42

Cooling-off rule. See 3-Day Cooling-Off Rule

Corporate consumer contacts, 72-92

Co-payment, 31

Co-signer

apply for credit, 13

automatic default, 18

release letter, 18

student loans, 19

Council of Better Business Bureaus, Inc., 67

County consumer protection offices, 106-118

Courts, small claims, 62

CPSC. See Consumer Product Safety Commission

Cramming

telephone service, 43

CRAs. See Credit reporting agencies

Credit. See also Credit cards; Debt; Loans; Mortgages

consumer rights, 13

counseling services, 17 

Equal Credit Opportunity Act provisions, 13

free credit reports, 15

privacy issues, 40

questions creditors may not ask, 13

repair companies, 17

reports, 15

scores, 16

unsolicited offers, 7

Credit bureaus

complaints about, 15

contact information, 15

credit report information, 15

free credit reports, 15

reporting identity theft, 38 

Credit cards. See also ATM cards; Debit cards

Annual Percentage Rate, 14

billing disputes, 15

chip and PIN, 14

complaints, 15

considerations when applying for, 14

deferred-interest, 23

fees, 14

finance charges, 14

fraud alerts, 14

interest rates, 14

lost, 15

medical, 23

mobile payments, 7

payments, 13

rewards programs, 14

security features, 14

stolen, 15

travel services, 47

Credit counseling services, 17

Credit Repair Organizations Act, 17 

Credit reporting agencies, 15

Credit reports and scores, 15

accuracy, 15

credit bureaus, 15

employment searches, 20

factors, 16

free reports, 15

incorrect information, 16

negative information, 16

privacy protection, 40

renting housing property, 29

synthetic ID theft, 38

tips for improving, 16

Credit unions, 5

Crowdfunding, 36

Cruises, 49

Cryptocurrencies, See virtual currency
140 

INDEX

D

Damages 

car sharing, 13

satellite TV, 45

Data breach, 10

Data brokers, 38

Deaf or hard of hearing persons

telephone services for, 54

Dealer invoice price, 9

Dealership financing, 10

Debit cards

liability, 7

mobile payments, 7

overdraft protections, 6

PIN numbers, 6

prepaid cards, 8

reporting missing cards, 7

using, 6

Debt. See also Credit; Loans

counseling services, 17

debt collection, 16

ghost, 17

phantom, 17

reducing, 16

Declination, 52

Deductible, 30, 31

Default

automatic, 18

insurance companies, 30

student loans, 19

Deferment, 20

Deferred-interest, 23

Deficiency judgement, 27

Dental insurance, 33

Deposit 

foreign checks, 8

mobile, 6

security for home rental, 29

utility service, 50

Deposit insurance, 5

Derivatives, 36

Device specific account number, 7

Dietary guidelines, 21

Digital asset plan, 51 

Digital wallet, 7

Direct lending, 10

Direct Marketing Association, 136

Direct sellers, 45

Direct Selling Education Foundation, 136

Directories

Better Business Bureaus, state-by-state listing, 

67-71

car manufacturer contact information, 65-66

corporate consumer contacts, 72-92

dispute resolution programs, 66

federal government agencies, 93-103

national consumer organizations, 104-105

National Resource Directory, 57

state banking authorities, 119-122

state insurance regulators, 123-126

state securities administrators, 127-130

state utilities commissions, 131-134

state, county, and city consumer protection offices, 

106-118

trade and professional associations, 135-137

Disabilities, persons with

American with Disabilities Act information line, 99

information resources, 54

library services for, 55

shared services, 

telephone relay services, 54

Disability.gov, 55

Disability Employment Policy, Office of, 99

Disability insurance, 30

Disasters. See Emergency preparedness

Disputes

credit card billing, 15

credit reporting agency, 15

health care plans, 31

mobile payments, 7

moving company, 27

travel, 48

warranties, 3

Dispute resolution programs

automotive, 66

investments, 35

types of, 61

DNR. See Do Not Resuscitate orders

Do Not Call Registry, 45

Do Not Resuscitate order, 25

Doctor selection, 22

DOE. See U.S. Department of Energy

DOI. See U.S. Department of the Interior

Donut hole, 25

DOL. See U.S. Department of Labor

DOT. See U.S. Department of Transportation

Drugs. See Prescription drugs

Dumpster divers, 7, 38

Dun & Bradstreet Directory, 72

Durable power of attorney for health care, 25

E

Earthquake insurance, 32

eBenefits National Resource Directory, 56

ED. See U.S. Department of Education

EDPUBS. See Education Publications Center

Education. See also Colleges and universities; Student 

financial aid

Education privacy, 39

Education Publications Center, 94

Educational tax benefits, 18

EEOC. See Equal Employment Opportunity Commission

Eldercare Locator, 23, 59, 96

Elderly persons. See Seniors

Email spam, 42

Emergency medical coverage, 33

Emergency preparedness, 54

seniors, 59

Employee Benefits Security Administration, 99

Employer identification number, 18

Employment

credit checks, 20

multi-level marketing plans, 20

Unemployment Insurance Program, 21

work-at-home companies, 20

Energy Efficiency and Renewable Energy, 94

Energy STAR Program, 101

Environmental Protection Agency

contact information, 101

Energy Star Program, 101

Indoor Environments Division, 101

National Pesticide Information Center, 101

National Service Center for Environmental 

Publications, 101

reporting safety hazards to, 63

Safe Drinking Water Hotline, 101

SmartWay Certified Vehicles, 9

EPA. See Environmental Protection Agency

Equal Credit Opportunity Act, 13

Equal Employment Opportunity Commission, 101

Equifax, 15

Escrow service, 47

Estate planning. See Wills

Estimates

car repairs, 11

fuel, 9

heating oil, 50

home improvement, 28

legal fees, 62

moving companies, 27

Executors 52

declination, 52

Experian, 15

Excess valuation, 48

Explanation of benefits, 24

Extended warranties, 3

buying a new car, 9

F

529 Plans, 18

FAA. See Federal Aviation Administration

FAFSA. See Free Application for Federal Student Aid

Fair Credit and Charge Card Disclosure Act, 15

Fair Credit Billing Act, 15

Fair Credit Reporting Act, 16

free credit report, 16

Fair Debt Collection Practices Act, 16 

Fair Housing Act, 29

Fair Housing and Equal Opportunity, Office of, 98

Families. See also Children

government agency sources, 95

support programs for military personnel, 55

Families USA, 105

Family and Morale, Welfare and Recreation, 55

Family Centers, 55

Farcing, 40 

Farmers markets, 22

FCC. See Federal Communications Commission

FCRA. See Fair Credit Reporting Act

FDA. See Food and Drug Administration

FDIC. See Federal Deposit Insurance Corporation

Federal agencies. See Government agencies

Federal Aviation Administration, 49, 100

Federal Communications Commission

Consumer and Governmental Affairs Bureau, 102

contact information, 102

phone bills, 43

slamming and cramming, 43

Federal Deposit Insurance Corporation

Consumer Response Center, 102

contact information, 102

Division of Depositor and Consumer Protection, 102

financial privacy and, 40

Money Smart for Older Adults, 57

regulatory authority, 8

Federal Education Rights and Privacy Act, 39

Federal Emergency Management Agency, 98

Federal Housing Administration

contact information, 98

mortgage loans, 26

refinancing, 28

Federal Maritime Commission, 102

Federal Motor Carrier Safety Administration, 100

Federal Relay Service, 54

Federal Reserve Consumer Help, 102

Federal Reserve System

contact information, 102

mortgage refinancing, 28

 www.USA.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 141

INDEX

INDEX

regulatory authority, 8

Federal Student Aid Information Center, 94

Federal student loan, 19

Federal Trade Commission

Bureau of Consumer Protection, 102

contact information, 102

fraud reporting, 63

fraudulent employment opportunity advertisements, 

20

Funeral Rule, 53

identity theft reports, 38

shopping from home requirements, 4 

Telemarketing Sales Calls, 46

3-Day Cooling-Off Rule, 4

Federal Student Loans, 19

Federal Work-Study Program, 19

Federation of State Medical Boards, 23

FedsHireVets, 56

Fee-for-service health insurance, 31

FEMA. See Federal Emergency Management Agency

FEMA Disaster Assistance, 98

FHA. See Federal Housing Administration

Fiduciary standard, 35

Financial aid. See Student financial aid

Financial brokers and advisors, 35

Financial Industry Regulatory Authority

contact information, 136

dispute resolution programs, 35

investment information, 34

senior hotline, 35, 59 

Financial Planning Association, 136

Financial privacy, 40

FINRA. See Financial Industry Regulatory Authority

Firewalls, 38

Fish and Wildlife Service, 99

Fixed-rate mortgages, 26, 28

Fleet and Family Support Programs, 55

Fleet Vehicle Sales, 102

Flexible funding, 36

Flipping, 36

Flood insurance, 32

Flying. See Air travel

FMCSA. See Federal Motor Carrier Safety 

Administration

Food. See also Nutrition

farmers’ markets, 22

healthy choices, 21

organic, 22 

recalls, 3

resources, 21

safety issues, 21

saving money on groceries, 21

Supplemental Nutrition Assistance Program, 22

Food and Drug Administration

contact information, 96

food and nutrition information, 21

prescription drug information, 24

recalls, 3

reporting safety hazards to, 63

Food and Nutrition Services, 93

Food Information Hotline, 21

Food Safety and Inspection Services, 3, 21, 93

For-profit schools, 56

Forbearance, 20

Foreclosure, 27

Fragmented file, 38

Fraud. See also Identity theft

affinity fraud, 35, 56

employment opportunity advertisements, 20

foreclosure rescue, 27

home improvement contractors, 28

identifying, 2

insurance, 30

military personnel, 56

postal related, 45, 63

reporting, 63

scholarships, 19

seniors, 57

tips for avoiding, 2

Free Application for Federal Student Aid, 19

Free-range animals, 22

FRS. See Federal Relay Service

FSAIC. See Federal Student Aid Information Center

FTC. See Federal Trade Commission

Fuel economy, 9

Funeral Consumers Alliance, 53, 105

Funeral Rule, 53

Funeral Service Consumer Assistance Program, 53

Funerals, 52

prepaying, 53

G

Garnishment, 20

General Services Administration

contact information, 102

Fleet Vehicle Sales, 102

Gobierno.USA.gov, 54, 102

Kids.gov, 102

Publications.USA.gov, 54, 102

Surplus Federal Property Sales, 102

telephone relay service, 54

USAGov, 54, 102

Ghost debt, 17

Gift card 

prepaid cards, 8

returns, 5

GI Bill, 56

Government agencies. See also specific agencies

directory of federal agencies, 93-103

directory of state and local agencies, 106-118

federal job announcements, 20

GPS

car hacking, 10

car rentals, 12

Grants, education, 18

Grass-fed animals, 22

Grocery buying tips, 21

GSA. See General Services Administration

H

Hackers, 

cars, 10

reward programs, 3

Wi-Fi, 42

HARP. See Home Affordable Refinance Program

Health Care

advance medical directives, 25 

Affordable Care Act, 23

complaints, 23

Do Not Resuscitate order, 25 

doctor selection, 22

durable power of attorney, 25

Eldercare Locator, 23, 59, 96

health care facility selection, 23

Health Insurance Marketplace, 96

Healthcare.gov, 22, 31, 96

information resources, 22 

insurance, 31

medical credit cards, 23

medical identity theft, 38

medical privacy, 40

Medicare prescription drug coverage, 24

patient portals, 23

prescription drugs, 23 

reporting safety hazards, 63

Health care facilities selection, 23

Health care professionals selection, 22

Health insurance. See also Long-term care insurance; 

Medicaid; Medicare

catastrophic, 33

group policies, 31

Healthcare.gov, 22, 31, 96

international plans, 33 

questions to ask about, 31

types of plans, 31

Health Insurance Marketplace, 31, 96

Health Insurance Portability and Accountability Act, 40

Health Maintenance Organizations, 31

Health records privacy, 40

Health Resources and Services Administration, 95

HealthCare.gov, 31, 96

HealthFinder.gov, 22

HealthIT.gov, 23

Heating oil, 50

HHS. See U.S. Department of Health and Human 

Services

HHS-TIPS fraud hotline, 95

Higher education. See Colleges and universities; 

Student financial aid

HIPAA. See Health Insurance Portability and 

Accountability Act

HMOs. See Health Maintenance Organizations

Home Affordable Refinance Program, 28

Home equity loans, 13-14

Home improvement contractors, 28

Home shopping. See Shopping from home

Homeowners association fees, 26

Homeowner’s insurance, 31

actual cash value, 32

anti-concurrent causation clauses, 31

replacement coverage, 32

shared services, 32

Homes. See Housing

Hotels. See Travel

Hotlines

Auto Safety Hotline, 66

Call for Action Consumer Hotlines, 61

FINRA Senior Hotline, 59

Food Information Hotline, 21

HHS-TIPS Fraud Hotline, 95

Meat and Poultry Hotline, 93

National Insurance Crime Bureau, 30

Safe Drinking Water Hotline, 101

Senate Special Committee on Aging Fraud Hotline, 

59

Vehicle Safety Hotline, 100

Housing. See also Mortgages; U.S. Department of 

Housing and Urban Development

avoiding foreclosure, 27

buying a home, 26

counseling agencies, 27, 28

foreclosure rescue scams, 27

home equity loans, 13-14

home improvement, 28

homeowner’s insurance, 31

housing counselor, 27, 28

leasing properties, 28

mortgage rules, 27

moving companies, 27 

property inspections, 26

refinancing, 28
142 

INDEX

renters’ insurance, 31

renting properties, 27

repairs, 28

rights of persons with disabilities, 55

Housing Choice Voucher Program, 29

Housing counselor, 27, 28

https, 5, 41, 42

HUD. See U.S. Department of Housing and Urban 

Development

I

IC3. See Internet Crime Complaint Center

Identity theft. See also Fraud; Privacy issues

children, 38

common schemes, 38

insurance for, 33

medical identity theft, 38

prevention tips, 37

reporting, 38

synthetic, 38

tax, 38

Identity Theft Affidavit, 38

Identity theft report, 38

IIHS. See Insurance Institute for Highway Safety

Implied warranty, 2

Income-Based Repayment Plan, 19

Index funds, 34

Individual retirement accounts, 34

Indoor Environments Division, 101

Information resources, 54-58

Installment loans, 14

Insurance

anti-concurrent causation clauses, 31

auto, 30

car sharing, 13

catastrophic health care, 33

children, 31

college tuition, 33

complaints, 30

considerations when buying, 30

dental, 33

deposit insurance, 5

disability, 30 

fraud, 30

flood, 32, 98

health, 31

health care plans, 31

home improvement contractors, 28

homeowner’s, 31

identity theft, 33

information sources, 29-30

international health care, 33

liability, 33

life, 32

long-term care, 32

moving companies, 27

private mortgage insurance, 26, 36

renters’, 31

shared services, 32

state insurance regulators, 123-126

travel, 33

umbrella policies, 33

unemployment, 20

vision, 33

Insurance Information Institute, 29-30, 136

Insurance Institute for Highway Safety, 9

Interest-only mortgages, 26

Interest rates. See also Loans

credit cards, 14

mortgages, 26

savings and checking accounts, 5

student loans, 19

Internal Revenue Service

contact information, 100

student loan default, 19

International Association of Movers, 136

International Cemetery, Cremation and Funeral 

Association, 136

International health insurance, 33

Internet. See also Shopping from home; 

Telecommunications

cookies, 39, 42

digital asset plan, 51

firewalls, 38 

mobile banking, 6

online pharmacies, 24

online privacy, 41

password security, 41

patient portals, 23

routers, 42

service provider selection, 41

shopping online, 4

smart phones, 44

Smart TV, 44

spam, 42

spyware, 41

TV service, 45

wireless, 42

Internet Crime Complaint Center, 59, 63

Internet Service Provider, 41

Investment Adviser Public Disclosure, 35

Investments

affinity fraud, 35, 58

BrokerCheck, 35

commodities, 36

considerations when investing, 33-34

crowdfunding, 36

financial brokers and advisors, 35

FINRA Senior Hotline, 59

information sources, 34

real estate, 36

retirement planning, 36

SmartCheck, 35

state securities administrators, 127-130

types of (table), 34

Investopedia, 37

Investor Education and Advocacy, Office of, 103

Investor Information Service, 34

Investor’s Clearinghouse, 37

IRAs. See Individual retirement accounts

IRS. See Internal Revenue Service

ISP. See Internet Service Provider

J

Job Corps, 99

Jobs. See Employment

Joint Commission, 24 

Juice jacking, 48 

K

Kelley Blue Book, 9

L

Landlords, 28-29

real estate, 36

Lawyer Referral Service, 62

Lawyers

choosing, 62

filing complaints, 55

free legal help, 63

initial consultation, 63

selection criteria, 63

small claims court, 62

trusts, 52

wills, 51

LeadingAge, 23, 137

Leases

cars, 11

housing property, 28-29

Legal Aid offices, 63

Legal Services Corporation offices, 63

Letter

co-signer release letter, 18

credit card billing dispute, 15

debt collectors, 16

fair housing, 29

foreclosure, 27

sample complaint letter, 60

“Lemon” laws, 11

Liability insurance, 33

Libraries

blind and physically handicapped persons, 55

public library website, 54

Licensing, 

before you buy, 2

choosing a doctor, 22

financial professionals, 35

home improvement contractors, 28

home inspector, 26

insurance company, 30

realtors, 36

Life insurance, 

term, 32

universal, 32

whole, 32

Limited warranties, 10

Living wills, 25

Loans. See also Credit; Debt; Mortgages

automatic default, 18

car financing, 10

co-signer, 13, 18, 19

home equity loans, 13

installment, 14

mortgages, 26

packing, 10

student loans, 19

Local relay service, 54

Location-based data, 39

Long-distance service. See Telephone services

Long-term care insurance, 32, 59

Long-term disability insurance, 30

Lump sum, 17

home equity loans, 14

interest-only mortgages, 26

life insurance, 32

M

Making Home Affordable Program, 27

Mandatory arbitration clauses, 62

credit card terms and conditions, 14

Manufactured Housing Programs, Office of, 98

Marine Corps Community Services, 56

Market Data Center, 35

Market-linked CDs, 34

Mayo Clinic, 22

MCCS. See Marine Corps Community Services

Meat and Poultry Hotline, 21, 93

Media

consumer complaint resolution, 62

Mediation, 62

Medicaid

Centers for Medicare & Medicaid Services, 96

coverage, 31

 www.USA.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 143

INDEX

INDEX

groups covered, 31

Medical billing, 24

Medical device safety, 3, 63

Medical directives, 25

Medical identity theft, 38

Medical Library Association, 22

Medicare

Centers for Medicare & Medicaid Services, 96

coverage gap, 25

groups covered, 31

nursing home facilities, 23

prescription drug coverage, 24

seniors, 59

Medicare Rights Center, 105

Medicare Service Center, 96

Medicine. See Prescription drugs

MedlinePlus, 21, 22, 97

Military OneSource, 56 

Military personnel. See also U.S. Department of 

Defense; U.S. Department of Veterans Affairs

cemeteries for veterans, 57

Family Centers, 55

family support organizations, 55-56

for-profit schools, 56

frauds, 56

resources, 55

Mobile banking, 5-6

Mobile deposits, 6 

Mobile payments, 7

device specific account number, 7

digital wallet, 7

disputes, 5

keyring fob, 7 

Money market funds, 34

Money transfer, 5 

Mortgages. See also Home equity loans; Housing; 

Loans

ability to repay rules, 27

adjustable-rate, 26

balloon, 26

choosing a lender, 26

down payments, 26

Federal Housing Administration, 26, 28, 98

fixed-rate, 26

foreclosure, 27

Home Affordable Refinance Program, 27-28

interest-only, 26

interest rates, 26

Making Home Affordable Program, 27

private mortgage insurance, 26

real estate investments, 36

refinancing, 28

reverse, 26, 57

types of (table), 26

Moving companies, 27

Multi-level marketing plans, 20

Mutual funds, 34

MyMoney, 37, 57

MyRA, 37, 100 

N

NADA. See National Automobile Dealers Association

NADA Official Used Car Guide, 9

NASFAA. See National Association of Student Financial 

Aid Administrators

National Association of Attorneys General, 137

National Association of Home Builders, 137

National Association of Insurance Commissioners, 137

National Association of Student Financial Aid 

Administrators, 18

National Automobile Dealers Association, 9

National Cancer Institute, 97

National Cemetery Administration, 57, 101

National Center for Dispute Settlement, 66

National Committee for Quality Assurance, 31

National consumer organizations, 104-105

National Consumers League, 105

National Contact Center, 99

National Council on the Aging, 105

National Council on Disability, 55

National Credit Union Administration

contact information, 103

regulatory authority, 8

National Credit Union Share Insurance Fund, 5

National Disability Rights Network, 55

National Flood Insurance Program, 32, 98

National Foundation for Credit Counseling, 137

National Funeral Directors Association, 137

National Futures Association, 137

National Health Information Center, 95

National Highway Traffic Safety Administration

car safety information, 9

car service bulletin database, 11

contact information, 100

recall information website, 3

reporting safety hazards to, 63

National Institute for Automotive Service Excellence, 

137

National Institute of Allergy and Infectious Diseases, 97

National Institute of Food and Agriculture, 54, 93

National Institute of Mental Health, 97

National Institute on Aging, 58

National Institutes of Health, 97

National Insurance Crime Bureau Hotline, 30

National Legal Aid and Defender Association, 63 

National Library Service for the Blind and Physically 

Handicapped, 55

National Park Service, 99

National Passport Information Center, 100

National Pesticide Information Center, 101

National Runaway Safeline, 96

National Service Center for Environmental Publications, 

101

Natural disasters. See Emergency preparedness

Natural food, 22

NCD. See National Council on Disability

NCUA. See National Credit Union Administration

NCUSIF. See National Credit Union Share Insurance 

Fund

Negative option, 43

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

Non-disparagement clause, 62

North American Securities Administrators Association, 

137

Nursing Home Compare, 23

Nursing homes

long-term care insurance, 32

selection of, 23

Nutrition. See also Food

dietary guidelines, 21

resources, 21

O

Occupational Safety and Health Administration, 99

OCTAE. See Office of Career, Technical, and Adult 

Education.

Office of Career, Technical, and Adult Education, 94

Office for Civil Rights, 

Department of Health and Human Services, 95

Department of Education, 94

Office of Child Support Enforcement, 96

Office of Disability Employment Policy, 99

Office of Fair Housing and Equal Opportunity, 98

Office of Financial Protection for Older Americans, 58

Office of Investor Education and Advocacy, 103

Office of Manufactured Housing Programs, 98

Office of Personnel Management, 103

Office of Pollution Prevention and Toxics, 101

Office of Postsecondary Education, 94

Office of Servicemember Affairs, 55

Office of Special Education and Rehabilitative 

Services, 94

Office of the Comptroller of the Currency

contact information, 100

regulatory authority, 8

Online bill pay, 5

Online shopping, 4

Opt-out, 

anti-concurrent causation clauses, 31

mandatory arbitration, 62

privacy, 39-40

unwanted mail, 45

OPM. See Office of Personnel Management

Organic foods, 22

OSHA. See Occupational Safety and Health 

Administration

Overdraft, 6

Overseas Citizens Services, 100

P

Partnership for Food Safety Education, 21

Passports, 47, 100

Password 

digital asset plan, 51

mobile banking, 6

privacy, 38

reward programs, 3

Wi-Fi, 42

Patient portals, 23

Pay-as-you-go 

telephone plans, 44

PBGC. See Pension Benefit Guaranty Corporation

Pension Benefit Guaranty Corporation

contact information, 103

for seniors, 58

Pensions, 30, 58

Personnel Management, Office of, 103

Persons with disabilities. See Disabilities, persons with

Phantom debt, 17

Phishing scams, 8

Phones. See Telephone services

Physician selection, 22

Piggybacking, 42

PINs

ATM/debit cards, 6

chip and PIN credit cards, 14

protecting, 7, 37

PMI. See Private mortgage insurance

Pollution Prevention and Toxics, Office of, 101

Ponzi schemes, 35

Postsecondary Education, Office of, 94
144 

INDEX

Powers of attorney

health care, 25

wills, 51

PPOs. See Preferred Provider Organizations

Pre-existing conditions, 3, 10

Preferred Provider Organizations, 31

Premium, 30-31

insurance scams, 33

life insurance, 32

PMI, 26

Prepaid 

cards, 8

funerals, 53

phone plans, 44

tuition plans, 18

Prepaid cards, 8

Prepaid tuition plans, 18

Pre-payment penalty, 

car financing, 10

mortgages, 26

Pre-recorded sales calls, 46

Prescription drugs

information concerning, 24

Medicare coverage, 24

online pharmacies, 24

reporting safety hazards, 63

Primary care providers, 22

Privacy issues. See also Identity theft

car hacking, 10

data breach, 39

education privacy, 39

financial privacy, 40

medical privacy, 40

online privacy, 41

privacy protection tips, 38

Private mortgage insurance, 26, 36

Private student loans

automatic default, 18

co-signer, 18, 19

Probate

beneficiaries, 52

executor, 52

trusts, 52

wills, 51

Product safety recalls, 3

Professional associations contact information, 135-137

Property inspection, 26

Public Health Service, 57

Public Inquiries, Office of, 103

Public Service Loan Forgiveness Program, 19

Pyramid schemes, 

affinity fraud, 35

multilevel marketing, 20

R

Real estate, 36

Real estate agents 

buy a home, 26

flipping, 36

real estate investment, 36

Real estate investment trusts, 36

Recalls

cars, 3, 11

foods, 3, 21

product safety, 3

Receipts 

complaint letter, 60

retuns, 5 

Red Cross, 54

REIT. See Real estate investment trusts

Refinancing mortgages, 28

Home Affordable Refinance Program, 28

Register of Corporations, Directors and Executives, 72

Relay services, 54

Renters’ insurance, 31

Renting property

affordable housing, 29

cars, 12

Fair Housing Act, 29

housing property, 28

insurance, 31

leases, 11

security deposits, 29

shared services, 32

Repairs

cars, 11 

credit, 17

housing, 28

Replacement value, 32 

Repossession of cars, 12

starter interrupt device, 12

Resort fee, 47

Restocking fee, 5, 47

Retirement planning, 37

Returns, 5

policies, 2

Reverse mortgages, 26

scams, 57

Revolving credit 

home equity loan, 14

build a better credit history, 16

Reward programs, 3

credit cards, 14

digital asset plan, 51

Robocalls, 46

Roth IRAs, 34

S

Safe Drinking Water Hotline, 101

Safety issues

cars, 9

food, 21

product safety recalls, 3

reporting safety hazards, 63

travel, 49

Sales calls, 46

SAMHSA. See Substance Abuse and Mental Health 

Services Administration

Sample complaint letter, 60

Satellite TV service, 45 

Savings accounts

considerations in choosing, 5

overdraft protection, 6

Savings bonds, 34

SBA. See Small Business Administration

Scams. See Fraud

banking, 8

car, 12

credit, 17

education, 19

employment, 20

food, 22

health care, 25

housing, 29

insurance, 33

investment, 37

privacy, 40

seniors, 57

servicemen, 56

telecommunications, 43

telemarketing, 46

travel, 49

wills, 53

Scholarships, 19

Seafood Inspection Program, 94

SEC. See Securities and Exchange Commission

Secret warranties, 11

Secure browser, 5

Secured loan, 13

Securities administrators, 35, 127

Securities and Exchange Commission

complaints against financial brokers and advisors, 

35

contact information, 103

Investment Adviser Public Disclosure, 35

Investment Information Service, 34 

Office of Investor Education and Advocacy, 103

retirement planning information, 37

seniors, 58

Security deposits, 29

Sellers 

contacting, 59

direct, 45

Senate Special Committee on Aging Fraud Hotline, 59

Senior Medicare Patrol National Resource Center, 105

Senior Farmers’ Market Nutrition Program, 22, 58

Seniors. 

AARP, 58

Administration on Aging, 96

Aging.gov, 59

assisted-living facilities, 24

disaster preparation, 59

discounts, 58

Eldercare Locator, 23, 59

FINRA senior hotline, 59

frauds, 57

health and safety, 58

housing counseling, 57

investing, 58

long-term care, 33, 59

Medicare, 59

Money Smart for Older Adults, 57

MyMoney.gov, 57

nursing home selection, 24

Office of Financial Protection for Older Americans, 

58

pensions, 58

prevent frauds, 58

report frauds, 59

saving, 58

Senate Special Committee on Aging Fraud Hotline, 

59

Senior Farmers’ Market Nutrition Program, 22, 58

Social Security, 58

spending, 57

Service contracts, 3

buying a new car, 9

Service Member Affairs, Office of, 55

Servicemember Civil Relief Act, 56

Shared services, 32

persons with disabilities, 55

insurance, 33

Shopping from home

consumer tips, 3

online shopping, 4

3-Day Cooling-Off Rule, 4

Short-term disability insurance, 30

Shoulder surfers, 6, 37

Skimming, 6

Slamming

telephone service, 43

 www.USA.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 145

INDEX

INDEX

Small Business Administration, 103

Small claims court, 62

Smart phones, 44

Smart TV, 44

SmartCheck, 35

SOCAP. See Society of Consumer Affairs Professionals 

International

Social Security, 37

Social Security Administration

contact information, 103

retirement planning information, 37

seniors, 58

Social Security Numbers

free credit report, 15

identity theft, 38

protect your identity, 37 

Society of Consumer Affairs Professionals 

International, 64, 137

Software. See also Internet

malware, 38, 43

spam-blocking, 42, 43 

spyware, 41

virus protection, 38, 42

Spam

email, 42

Special Education and Rehabilitative Services, 

Office of, 94

Spoken warranties, 2 

Spyware, 41

SSA. See Social Security Administration

Standard Directory of Advertisers, 72

Starter interrupt device, 12

Statements

bill creep, 41

credit card disputes, 15

explanation of benefits, 24

medical bills, 24

mortgage, 27

overbooked flights, 48-49

prevent ID theft, 38

unsolicited checks, 7

States

529 plans, 18

banking authorities, 119-122

Better Business Bureaus state-by-state listing and 

contact information, 67-71

consumer protection offices, 106-118

Do Not Call Registry, 45

guaranty fund, 30

insurance regulators, 123-126

medical boards, 22

motor vehicle department, 9

regulatory agencies, 106-134

securities administrators, 127-130

student financial aid, 18

telephone relay services, 54

unemployment benefits, 21

utilities commissions, 131-134

Stocks, 34

Stored value cards, 8

Student Aid Report, 19

Student financial aid

applying for, 19

college savings plans, 18

comparing loans, 19

defaulting, 19

education tax benefits, 18

federal loans, 19

federal loan repayment, 19

Federal Student Aid Information Center, 18, 94

financial aid scams, 19

pre-paid tuition plans, 18

private loans, 19

types of, 18

Student loans

automatic default, 18

co-signer, 18, 19

federal loans, 19

private loans, 19

Substance Abuse and Mental Health Services 

Administration, 95

Suitability standard, 35

Supplemental Nutrition Assistance Program, 22

Surplus Federal Property Sales, 102

Synthetic ID theft, 38 

T

Tax issues. See also Internal Revenue Service

defaulted student loans, 20

education tax benefits, 18

executor, 52

ID theft, 38

investments, 34 

trusts, 52

Tax liens, 16

Teaser rates, 27 

Technical service bulletin, 9, 11 

Telecommunications. 

cell phones, 43

Internet, 41

relay services, 54

smart phones, 44

telephone service, 43 

television service, 44

Telemarketing

Do Not Call Registry, 45

ID theft, 38

opting out, 46

pre-recorded messages, 46

sales calls, 46

Telemarketing Sales Rule, 46

Telemarketing Sales Rule, 46

Telephone services

cell phones, 43

comparing services, 43

cramming, 43

pay-as-you-go plans, 44

relay services for persons with disabilities, 54

slamming, 43

smart phones, 44

Television

buying a new TV, 44

cable, 44

Internet, 45

satellite, 45

Smart TV, 44

Tenant rights, 29

Term life insurance, 32

Terms and conditions

car leases, 11

cruises, 49

housing lease, 29

installment loans, 14

prepaid cards, 8

savings and checking accounts, 5

Terms of service

Internet, 41

medical credit cards, 23

non-disparagement clause, 62

Text message alerts, 6

Text telephones, 54

Third parties, 

contacting, 61

extended warranties, 3

health care disputes, 31

spyware, 41

ThomasNet, 61

3-Day Cooling-Off Rule

home improvements, 28

home shopping, 4

Throttle, 44

Tickets

cruises, 49

overbooked flights, 48-49 

Toll free telephone numbers

Do Not Call Registry, 45

FINRA Senior Hotline, 59

identity theft reporting, 38

Military OneSource, 56

National Runaway Safeline, 96

relay services, 54

Investor Information Service, 34

Toy safety, 63

Trade and professional associations

complaint mediation, 62

contact information, 135-137

Trade Names Directory, 72

Trademarks

U.S. Patent and Trademark Office, 94

Transaction reordering, 6

Transportation Security Administration, 97

TransUnion, 15

Travel

air travel problems, 48

fees, 47

cancellation policies, 47

cruises, 49

health-related information, 49

insurance, 33

passports, 47

safety, 49 

tips on, 47

Travel insurance, 33

Trustee Program, 99

Trustee, 52

Trusts, 52

Truth in Lending Act, 14

TSA. See Transportation Security Administration

TTY, 54

U

Umbrella insurance policies, 33

Unemployment Insurance Program, 21

United States Mint, 101

United States Patent and Trademark Office, 94

Universal life insurance, 32

Unsecured loan, 13

Unsolicited checks, 7 

Unsolicited commercial email, 45

U.S. Citizenship and Immigration Services, 97

U.S. Coast Guard, 56

U.S. Computer Emergency Readiness Team, 98

U.S. Customs and Border Protection, 98

U.S. Department of Agriculture

Center for Nutrition Policy and Promotion, 93

contact information, 93

farmers markets, 22

food and nutrition information, 21

Food and Nutrition Service, 93 

food safety information, 21

Meat and Poultry Hotline, 93
146 

INDEX

 www.USA.gov

National Institute of Food and Agriculture, 93

organic food certification, 22

reporting safety hazards, 63

Supplemental Nutrition Assistance Program, 22

U.S. Department of Commerce

contact information, 94

Patent and Trademark Office, 94

reporting food safety hazards to, 63 

Seafood Inspection Program, 94

U.S. Department of Defense. See also Military 

personnel; U.S. Department of Veteran Affairs

National Resource Directory, 57

U.S. Department of Education

contact information, 94

college accreditation, 19

Education Publications Center, 94

federal student aid, 18

Federal Student Aid Information Center, 19, 94

Free Application for Federal Student Aid, 19

information resources for persons with disabilities, 

55

Office of Career, Technical, and Adult Education, 94

Office for Civil Rights, 94

Office of Postsecondary Education, 94

Office of Special Education and Rehabilitative 

Services, 94

U.S. Department of Energy

contact information, 94

Energy Efficiency and Renewable Energy, 94

U.S. Department of Health and Human Services

Administration for Children & Families, 95

Administration for Community Living, 96

Administration on Aging, 96

Center for Food Safety and Applied Nutrition 

Information Line, 96

Centers for Disease Control and Prevention, 95

Centers for Medicare & Medicaid Services, 96

Child Welfare Information Gateway, 95

contact information, 95

Eldercare Locator, 96

Food and Drug Administration, 96

HHS-TIPS Fraud Hotline, 95

medical privacy information, 40 

National Health Information Center, 95

National Institute of Allergy and Infectious Diseases, 

97

National Institute of Mental Health, 97

National Institutes of Health, 97

National Runaway Safeline, 96

Office for Civil Rights, 95

Office of Child Support Enforcement, 96

Substance Abuse and Mental Health Services 

Administration, 95

U.S. Department of Homeland Security

contact information, 97

Federal Emergency Management Agency, 98 

National Flood Insurance Program, 98

Transportation Security Administration, 97

U.S. Citizenship and Immigration Services, 97

U.S. Computer Emergency Readiness Team, 98

U.S. Customs and Border Protection, 98

U.S. Department of Housing and Urban Development

contact information, 98

Department of Housing, 98 

Federal Housing Administration, 26, 28, 98

housing counselor, 27, 28

information resources for persons with disabilities, 

55

Office of Fair Housing and Equal Opportunity, 98

Office of Manufactured Housing Programs, 98

U.S. Department of the Interior

contact information, 99

Fish and Wildlife Service, 99 

National Park Service, 99

U.S. Department of Justice

contact information, 99

Trustee Program, 99

U.S. Department of Labor

contact information, 99

Employee Benefits Security Administration, 99

Job Corps, 99

National Contact Center, 99

Occupational Safety and Health Administration, 99

Office of Disability Employment Policy, 99

retirement planning information, 37

Veteran’s Employment and Training Service, 99

U.S. Department of State, 100

U.S. Department of Transportation

airline fees regulations, 49 

Auto Safety Hotline, 66

Aviation Consumer Protection Division, 100

contact information, 100

Federal Aviation Administration, 100

Federal Motor Carrier Safety Administration, 100

National Highway Traffic Safety Administration, 9, 

63, 100

travel safety information, 49

Vehicle Safety Hotline, 11

U.S. Department of the Treasury

Bureau of the Fiscal Service, 100

contact information, 100

Internal Revenue Service, 100

MyRA, 37, 100 

Office of the Comptroller of the Currency, 100

U.S. Mint, 101

U.S. Department of Veterans Affairs

cemeteries for veterans, 57

contact information, 101

mortgage loans, 26

National Cemetery Administration, 57, 101 

National Resource Directory, 57

Veterans Benefits Administration, 101

Veterans Health Administration, 101

U.S. Military Family Centers, 55

U.S. Postal Inspection Service, 103

U.S. Postal Service

contact information, 103

reporting mail fraud to, 63

unwanted mail, 45

U.S. Savings Bonds, 34

U.S. Trustee Program, 17, 99

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

Used cars, 9

USPS. See U.S. Postal Service

Utilities

starting service, 50

state utilities commissions, 131-134

V

VA. See U.S. Department of Veterans Affairs

Vaccines,gov, 95

Valuation insurance 

movers, 27

lost baggage, 48

Variable rate 

credit cards, 14

mortgage, 26

Vehicle Safety Hotline, 11, 66

Vehicles. See Cars

Veterans. See also Military personnel; U.S. Department 

of Veterans Affairs

cemeteries for, 57

FedsHireVets, 56

Veterans Administration. See U.S. Department of 

Veterans Affairs

Veterans Benefits Administration, 101

Veteran’s Employment and Training Service, 99

Veterans Health Administration

contact information, 101

insurance coverage, 31

VETS. See Veteran’s Employment and Training Service

VHA. See Veterans Health Administration

Virtual currency, 4

Visa Services, 100

Vision insurance, 33

W

Warranties

car repairs, 12

extended, 3

implied, 2

leases, 11

limited, 10

pre-exisitng conditions, 10

problems with, 3

sample complaint letter, 60

secret, 11

spoken, 2

written, 2

used cars, 10

Websites. See Internet; specific organizations and 

government agencies

Whole life insurance, 32

Wi-Fi. See Wireless Internet

Wills. See also Trusts

beneficiary selection, 52

considerations when writing, 51

digital asset plan 51

estate planning, 51

executor selection, 52

importance of, 51

Wireless Internet, 42

online shopping, 6

public Wi-Fi, 42

travel fee, 47

Work-at-home companies, 20 

Work-study programs, 18

Written warranties, 2 
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