GSA Federal Citizen Information Center 

2013 CONSUMER ACTION 

HANDBOOK 

Be a Smarter Consumer 

USA.gov/consumer
 
CONTRIBUTORS 

GSA Office of Citizen Services and Innovative Technologies 

January 2013 

On behalf of the General Services Administration’s (GSA) Office of Citizen Services and 

Innovative Technologies, I welcome you to the 2013 Consumer Action Handbook. First released 

in 1979 by the White House Office of Consumer Affairs, and transferred by Congress to GSA in 

1997, the Handbook has long been one of the most helpful and popular consumer publications of 

the federal government. 

Whether this is the first time you’ve seen the Handbook or you get a copy annually, I am 

confident that it will be a valuable tool to help you make smarter consumer decisions. 

I know how important it is to have access to reliable information to make the best choices for you 

and your family. The Handbook simplifies your search, by compiling information from across 

government into one comprehensive guide. The Handbook addresses the consumer challenges 

and opportunities we all face. Some of the more popular topics include buying a car, getting your 

credit report, choosing a health insurance provider, and writing a social media will. As in past 

years, the Handbook also includes a template for writing a complaint letter that gets results and a 

robust consumer assistance directory, with contact information for corporate and governmental 

consumer protection offices. 

The Consumer Action Handbook is just one way you can stay informed with free, trusted 

government information. You don’t have to wait an entire year to get answers to your 

governmnent questions. Visit USA.gov and GobiernoUSA.gov (in Spanish) or call 

1-800-FED-INFO (333-4636) for practical government information. You can order or download 

electronic versions of this Handbook and hundreds of other government publications at 

Publications.USA.gov. 

We also want to hear from you. Let us know what you think of the Consumer Action 

Handbook or if you have ideas for ways to improve it. Please email us at 

action.handbook@gsa.gov or on Facebook (www.facebook.com/USAgov) or Twitter 

(twitter.com/USAgov). 

Sincerely, 

Marietta Jelks 

Editor-in-Chief, Consumer Action Handbook 

The Federal Citizen Information Center would like to express its gratitude to the partners listed 

below who helped make possible the publication of the 2013 Consumer Action Handbook. 

American Cleaning Institute 

American Express Company 

American Financial Services Association 

Education Foundation 

The Colgate-Palmolive Company 

Consumer Product Safety Commission 

Department of Veterans Affairs 

FanFreedom.org 

Federal Deposit Insurance Corporation 

Federal Trade Commission 

Financial Industry Regulatory Authority 

Kellogg Company 

Money Management International 

National Futures Association 

The Procter & Gamble Company 

Securities and Exchange Commission 

Society of Consumer Affairs Professionals 

International 
 December 14, 2012

Welcome to the Consumer Action Handbook.

Millions of Americans use financial products, including credit cards,

mortgages, and student loans, to lay the foundation for a better tomorrow

for themselves and their families. These tools help bring shared aspirations

within reach and empower countless individuals to earn an education, 

afford a home, or raise children. Yet, irresponsible lending and deceptive

practices pose serious risks to consumers, and my Administration remains

committed to ensuring every American has access to the information and 

resources that allow them to operate safely and smartly in the marketplace. 

This annual handbook is one of those resources, providing consumers with 

information essential to making financial decisions on everything from

purchasing a home and paying for college to securing health care and

protecting one’s privacy when shopping online. This book is a practical

guide for both the complex and the routine issues consumers encounter, and

I encourage all Americans to take advantage of this valuable tool. 

GSA Administrator

January 2013

Welcome to the 2013 edition of the Consumer Action Handbook. Each year, the 

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

Technologies updates this resource with consumer tips to help you in your daily life.

As the dedicated purchasing agency for the Government, GSA understands the 

importance of maximizing your budget and getting the best value on purchases. The 

practical information in the Consumer Action Handbook can help you to do the same 

when you are out shopping. With topics ranging from credit, mobile payments, and the 

latest frauds, the Handbook addresses topics that can protect your wallet.

The Handbook is also available online with interactive features at usa.gov/consumer. 

I hope that you take advantage of this Handbook and the information it provides. 

Sincerely, 

Dan Tangherlini

Acting Administrator

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook I
 

 

 

 

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’ll need are arranged as 

follows: 

PART I—BE A SAVVY CONSUMER 

Read this section for advice before you make a purchase. 

To quickly locate specific topics and information, look in 

the Table of Contents (p. 1) and Index (p. 147). 

PART II—FILING A COMPLAINT 

Turn to this section for suggestions on resolving 

consumer problems. The sample complaint letter on 

page 57 will help you present your case. 

PART III—KEY INFORMATION RESOURCES 

Look here for a list of public resources and contact 

information. 

PART IV—CONSUMER ASSISTANCE 

DIRECTORY 

Here you’ll find contact information for corporate offices, 

consumer organizations, trade groups, government 

agencies, and more. 

VISIT US ONLINE 

A searchable version of this Handbook is available online 

at www.USA.gov and in Spanish at www.GobiernoUSA. 

gov. 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. To avoid becoming a victim, 

keep these things in mind: 

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

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

card payments, work-at-home job opportunities, riskfree investments, and free travel. 

2. Don’t share personal information with someone you 

don’t trust. Learn how to recognize fraud. 

3. Beware of payday and tax refund loans. Interest rates 

on these loans are usually excessive. A cash advance 

on a credit card may be a better option. 

4. Read and understand any contract or legal document 

you are asked to sign. Do not sign a contract with 

blank spaces or where the terms are incomplete. 

Some contracts include a clause that prohibits you 

from taking legal action and require you to engage in 

mandatory arbitration with a company in the case of a 

dispute. 

5. Get estimates from several contractors for home or car 

repairs. Make sure the estimates are for the exact same 

repairs for a fair comparison. 

6. Before you buy, make sure you understand and accept 

the store’s refund and return policies, especially for 

services and facilities that charge monthly fees. 

7. When paying for your purchases, double-check the 

final price. If you think the price that has been charged 

is incorrect, speak up. 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. 

7. When shopping online, look for the padlock icon in 

the bottom corner of your screen or a URL that begins 

with “https” to ensure that your payment information is 

transmitted securely. 

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

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

death or debt). 

10. If you are having difficulty making payments on loans, 

notify your lender immediately so that you can work out 

a payment plan. 

II www.USA.gov To contact an organization, use the directory beginning on page 63. 
TABLE OF CONTENTS

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TABLE OF CONTENTS
 

PART I: Be a Savvy Consumer 2
 

Buyer Beware 2
 

Before You Buy 2
 

Service Contracts and Extended Warranties 2
 

Product Safety Recalls 3
 

Identifying and Stopping Fraud 3
 

Shopping From Home 3
 

After You Buy 5
 

Banking 5
 

ATM/Debit Cards 5
 

Savings and Checking 6
 

Unsolicited Checks and Credit Offers 7
 

Prepaid Cards 7
 

Cars 8
 

Buying a New Car 8
 

Buying a Used Car 8
 

Dealer Versus Private-Party Purchases 9
 

Financing 10
 

Leasing 10
 

Recalls, “Lemon” Laws, and Secret Warranties 10
 

Renting 11
 

Repairs 11
 

Car Repossessions 11
 

Credit 12
 

Credit Cards 12
 

Credit Reports and Scores 13
 

Dealing With Debt 15
 

Loans 16
 

Financing Your Education 17
 

Paying for College 101 17
 

Employment 19
 

Employment Agencies & Recruiters 19
 

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
 

Going Green 22
 

Buying Green 23
 

Reusing and Recycling 23
 

Health Care 24
 

Choosing a Doctor 24
 

Choosing a Health Care Facility 24
 

Prescription Drugs 25
 

Medicare Prescription Drug Coverage 26
 

Advance Medical Directives 26
 

Housing 27
 

Buying a Home 27
 

Avoiding Foreclosure 28
 

Moving Companies 29
 

Home Improvement and Repairs 29
 

Renting/Leasing 30
 

Insurance 31
 

Auto Insurance 32
 

Disability Insurance 32
 

Health Insurance 32
 

Health Care Plans 33
 

Homeowners/Renters Insurance 33
 

Life Insurance 34
 

Long-Term Care Insurance 34
 

Other Insurance 34
 

Investing 35
 

Online Trading 36
 

Financial Brokers and Advisors 36
 

Investing In Gold and Commodities 37
 

Retirement Planning 37
 

Protecting Your Privacy 38
 

Reporting Identity Theft 39
 

Protecting Your Privacy 39
 

Financial Privacy 39
 

Medical Privacy 40
 

Online Privacy 40
 

Telecommunications 41
 

Internet 41
 

Phones 44
 

TV 47
 

Telemarketing and Unwanted Mail 48
 

National Do Not Call Registry 48
 

Pre-recorded Messages 48
 

Telemarketing Sales Calls 48
 

Travel 49
 

Resolving Air Travel Problems 49
 

Passports 51
 

Travel Safety 51
 

Utilities 52
 

Starting Utility Service 52
 

Billing 52
 

Wills and Funerals 52
 

Wills 52
 

Choose an Executor 53
 

Funerals 53
 

Veterans Cemeteries 54
 

PART II: Filing a Complaint 55
 

Contact The Seller 55
 

Contact Third Parties 55
 

Dispute Resolution Programs 56
 

Small Claims Court 56
 

Filing a Complaint Letter 57
 

Legal Help and Information 58
 

Report Fraud and Safety Hazard 59
 

PART III: Key Information Resources 59
 

Emergency Preparedness 59
 

For Teachers 60
 

For Persons With Disabilities 60
 

For Military Personnel 60
 

PART IV: Consumer Assistance Directory 63
 

Index 147
 

1 
 

PART I: BE A SAVVY CONSUMER
 

BUYER BEWARE 

BEFORE YOU BUY 

To avoid problems and make better decisions, use this 

checklist BEFORE you make a purchase: 

• Decide in advance exactly what you want and what you 

can afford. 

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

trust for advice based on their experience. Gather 

information about the seller and the item or service you 

are purchasing. 

• Review product test results and other information 

from consumer experts. See Key Information 

Resources (p. 59) or check the Handbook index (p. 147) 

for specific information. 

• Get advice and 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. 112) and Better 

Business Bureau (p. 67). 

• Get a written copy of guarantees and warranties. 

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

policies. 

DRIP PRICING 

Have you ever planned to make a purchase, only to find out 

that there are additional, sometimes mandatory, fees that 

weren’t included in the advertised price? The total cost is 

not revealed until the end of the purchasing process. If so, 

you have been the victim of drip pricing. This practice makes 

it difficult for consumers to determine the full cost and 

compare similar options, when all the fees aren’t disclosed 

up front. You can protect yourself by reading the policies 

before completing the sale and asking questions of sales 

personnel. Also, if you have charged your purchase on your 

credit card, you may be able to dispute the extra fees if they 

are more than you had agreed to with the seller. 

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 

e-mails that want you to provide or verify personal 

information immediately. Answer that you’re not 

interested and hang up or don’t reply to the e-mail. 

•	 Monitor your accounts. Review bank and credit 

card statements carefully, and report unauthorized 

transactions to your financial institution immediately. 

• 	Use a shredder. Tear or shred credit offers, bank 

statements, insurance forms, and other papers with 

personal information. 

• Ask whom to contact if you have a question or problem. 

• Read and understand any contract or legal document 

you are asked to sign. Make sure there are no blank 

spaces. Insist that any extras you are promised be put 

in writing. 

• Consider paying by credit card. If you have a problem, 

you can dispute a charge made on your credit card 

(p. 13). 

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

donating to charity. 

SERVICE CONTRACTS AND 

EXTENDED WARRANTIES 

Service contracts or “extended warranties” can add 

hundreds of dollars to your purchase price, but they are 

rarely worth the cost. Some duplicate warranty coverage 

you get automatically from a manufacturer or dealer. 

Ask these questions before you agree to one of these 

contracts: 

• Does the dealer, the manufacturer, or an independent 

company back the service contract? 

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

where will it be done? 

• What happens to your coverage if the dealer or 

administrator goes out of business? 

• Do you need prior authorization for repair work? 

• Are there any situations when coverage can be denied? 

You may not have protection from common wear and 

tear, or if you fail to follow recommendations for routine 

maintenance. 

2 www.USA.gov	 To contact an organization, use the directory beginning on page 63. 
BUYER BEWARE

BUYER BEWARE 

PRODUCT SAFETY RECALLS 

Before you buy a used vehicle or other second-hand 

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

for safety reasons. Some recalls ban the sale of an 

item, while others ask consumers to return the item for 

replacement or repair. Sometimes, a seller will provide a 

part that reduces the danger of using the product. 

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

Each year, there are approximately 100 recalls of children’s 

products such as toys, clothing, cribs, and costume jewelry. 

Visit the websites in the “Check Here for Recalls” box to 

find the latest safety recalls. You can also sign up 

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

or download the app from www.Recalls.gov on your 

mobile phone. 

IDENTIFYING AND STOPPING FRAUD 

Look for these warning signs to avoid fraud: 

• You are asked for your bank account or credit card 

number. 

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

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

valuable item, but asks you for personal data to claim it. 

• The solicitation looks like a government document and 

suggests that contest winnings or unclaimed assets 

are yours for a small fee. (The government doesn’t 

solicit money from citizens.) 

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

money orders to claim a prize, lottery, credit card, loan, 

or other valuable offer. 

• 	An unknown caller claiming to be a lawyer or in law 

enforcement offers to help you get your money back 

(for a fee). 

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

• A “repair person” suddenly finds a dangerous defect in 

your car or home. 

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

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

item” is available for slightly more money. 

• Someone is trying to scare you into making a purchase. 

To learn more about avoiding identity theft and fraud, go 

to page 38. 

SHOPPING FROM HOME 

Late delivery, shipment of wrong or damaged items, and 

hidden costs are common complaints when consumers 

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. 

CHECK HERE FOR RECALLS 

• 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, and pet food.
 

• Report incidents and safety concerns with consumer
 

products, search for incidents, reported by others at
 

www.Saferproducts.gov

Coupons and other discounts should be deducted 

properly. 

• Make sure you are clear on what you are 

buying. Watch for words such as “refurbished,” 

“reconditioned,” “closeout,” or “discontinued.” 

• The security code on the back of your credit card 

offers you extra protections on online purchases. 

• Keep a record of your purchase. Save any 

information the seller gives you, such as order 

confirmation number, product description, delivery 

date, cancellation policy, privacy policy, warranties, and 

order confirmation numbers. 

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

to cancel and demand a refund. 

Your Rights 

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 (or your account must be credited 

within one billing cycle if you charged the order). The 

company can’t substitute a store credit. If you applied for 

a charge account with the merchant at the same time that 

you placed your order, the company has an extra 20 days 

to ship the merchandise to allow time for processing your 

application. 

These FTC rules only apply to the first shipment of 

magazine subscriptions or other merchandise you 

receive repeatedly. Orders for services (for example, 

photo finishing), sale of seeds and growing plants, and 

BUYER BEWARE 

3 
 

collect-on-delivery (C.O.D.) orders, are covered by a 

different FTC rule. Your state may also have rules that 

apply. Report suspected violations to your state or local 

consumer protection agency (p. 112) and to the FTC 

(p. 107). 

BUYER BEWARE
 

ONLINE AND GROUP COUPONS 

In addition to the traditional coupons found in newspapers, 

coupons can be found online. They may be found on 

manufacturers’, companies’, dedicated coupon, or social 

media websites. 

Group coupons are another online saving tool. Local 

companies offer reduced prices for things like spa 

services, gourmet meals, and outdoor adventures through 

a third-party company; then you pay the third-party 

company to take advantage of the deal. Group coupons 

allow you to try new experiences by reducing the trial cost. 

Before you purchase a group coupon, ask yourself, “Am I 

really going to use this?” If the answer is no, don’t buy it. 

Read the terms and conditions of all coupons for expiration 

dates or use limitations. 

3-Day Cooling-Off Rule 

This federal law, which dates back to 1972, protects 

consumers in their homes during door-to-door sales 

pitches or at sales in temporary business locations. 

According to the FTC, the 3-Day Cooling-Off Rule does 

NOT apply to the purchase of new automobiles or items 

sold online. It only applies when a company is selling 

something that costs $25 or more at a location other than 

its regular place of business. 

To comply with the 3-Day Cooling-Off Rule, a seller must 

inform buyers of their right to cancel the sale and receive 

a full refund within three business days. 

Be aware that there are situations in which the CoolingOff 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 can’t return the item in a condition similar to how 

you received it. 

• You bought arts or crafts at a fair, shopping mall, civic 

center, or school. 

Remember, if you paid by credit card and are having 

difficulty getting your refund, you may also be able to 

dispute the charge with your credit card company 

under the Fair Credit Billing Act. See Credit Card Billing 

Disputes (p. 13). 

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. Some sites 

offer promo codes for coupons to be used in bricksand-mortar stores. 

• Get a complete description of the item and parts 

included, and the price, including shipping, delivery 

time, warranty information, return policy, and complaint 

procedure. 

• Before you finalize the order, double check the quantity 

and total price are correct. 

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

need to dispute charges, but it doesn’t apply to debit 

cards, checks, cash, money orders, or other forms of 

payment. 

• Use a secure browser. Look for an address that starts 

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

padlock icon, usually in the lower right-hand corner of 

the screen. 

• Avoid making online purchases on public WiFi 

hotspots; these may not be secure, and your payment 

information could be stolen over the network. See WiFi 

(p. 41) for more information. 

• Print your purchase order with details of the product 

and your confirmation number. 

For more information, go to www.onguardonline.gov. 

Online Auctions and Sellers 

Many people sell items on the Internet through auctions, 

classified ads, news groups, and chat rooms. Review the 

Internet section (p. 41) for safe shopping online as well 

as the general tips on shopping from home (p. 3). When 

participating in an online auction, remember to: 

• Check how the auction works. Can you cancel a bid? 

Don’t assume that the rules one auction site uses apply 

to another. Some sites offer step-by-step instructions 

that will take you through the bidding process. 

• Find out what protections you have. Does the site 

provide free insurance or guarantees for items that are 

not delivered or are not what the seller claimed? 

• Follow the strategies used in any auction. Learn 

the value of the item before you begin bidding, then 

establish your top price and stick to it. 

4 www.USA.gov	 To contact an organization, use the directory beginning on page 63. 
BANKING

BANKING
 

• Read past customers’ ratings to determine if the 

seller is reputable and delivered quality products, as 

promised. 

• Only bid on an item if you intend to buy. If you’re the 

highest bidder, you have bought it. Auction companies 

often bar those who back out of a deal from future 

bidding. 

• If the seller can’t accept payment by credit card, use 

an escrow service. A third party holds your money 

until you get your purchase and approve release of 

your payment to the seller. There is a small fee, but the 

peace of mind is worth it. 

For more tips, contact the Federal Trade Commission at 

www.ftc.gov. 

AFTER YOU BUY 

Even careful buyers can run into unforeseen problems 

later on. To minimize them, follow these steps after you 

buy: 

• Save all papers that come with your purchase. Keep 

all contracts, sales receipts, canceled checks, owner’s 

manuals, and warranty documents. 

• Read and follow product and service instructions. The 

way you use or take care of a product might affect your 

warranty rights. 

If you have a problem with the item you purchased, file a 

complaint (p. 55) 

BANKING 

Choosing a bank is a major decision, and there is no one 

right choice for all consumers. When you shop for a bank, 

you have to consider the actual products and services it 

provides as well as the location of branches, size of the 

bank, fees, and interest rates. Even if you conduct most 

transactions online or at automated teller machines, you 

want to choose a bank with quality customer service. 

Also, consider the variety of products that the bank 

provides; some banks may specialize in checking and 

savings accounts, while others are full-service banks, 

offering loans and CDs. You don’t have to maintain all of 

your accounts at one bank; you can have relationships 

with several to get the best rates on different services. 

ATM/DEBIT CARDS 

PROTECT YOUR PIN 

Beware of “shoulder surfers.” Be suspicious of anyone 

lurking around an ATM or watching over your shoulder 

while you use your card. Some thieves even put a device 

over the card slot of an ATM to read the magnetic strip and 

record your PIN; this is known as “skimming.” If you suspect 

criminal activity, walk away and use a different ATM. 

With a debit card and personal identification number 

(PIN), you can use an Automated Teller Machine (ATM) 

to withdraw cash, make deposits, or transfer funds 

between accounts. Some ATMs charge a fee if you 

are not a member of the ATM network or are making a 

transaction at a remote location. 

Retail purchases can also be made with a debit card. You 

enter your PIN or sign for the purchase. Although a debit 

card looks like a credit card, the money for the purchase 

is transferred immediately from your bank account to the 

store’s account. When you use a debit card, federal law 

does not give you the right to stop payment; you must 

resolve 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 and 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. 

Check the policies of your card issuer; some offer more 

generous limits on a voluntary basis. 

Generally, banks may cover your overdrafts under their 

overdraft service and impose a fee on your account, or 

they may offer you a separate line of credit that includes 

interest charges. If your bank offers an overdraft service, 

you must opt into this service for most ATM and debit 

card transactions before the bank may impose any fees. 

Banks must disclose this option, the amount of the 

overdraft coverage fee, and the customer’s right 

to cancel this service. For more information, go to 

www.consumerfinance.gov. 

BANKING 

5 
 

BANKING
 

BEFORE YOU SWIPE YOUR 

DEBIT CARD 

Although both credit cards and 

debit cards are easy ways to 

pay for your purchases, debit 

cards have some different levels 

of consumer protection and 

potential for consumer fees. 

Debit cards are directly connected to your bank account, so 

when you swipe your card, make sure you have the money in 

your account to pay immediately. If you don’t have enough 

money in your account, your bank may “lend” you the money 

and pay the overage. However, it may charge you up to $35 

for this courtesy, even if the dollar amount the bank covered 

was small. Determine whether you can opt out of overdraft 

protection. Some banks also charge you a monthly fee for 

making purchases with your debit card. Since new fees can 

be added without warning, be sure to check periodically for 

changes to your account fees for using your debit card. 

Debit cards don’t offer as much protection against 

fraudulent use or if your card is lost or stolen. Also, if you 

need to dispute a purchase, you are in a weaker position 

because the merchant already has the money and will only 

return it if you win the dispute. 

Also, when you use your debit card to make reservations 

for hotels or rental cars, a hold is placed on your card (and 

your checking account), which can affect your other pending 

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

as a week until the funds are available to you again. 

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 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. Some accounts can
 

only be set up with a minimum dollar amount. If your
 

account goes below the minimum, the bank may not pay
 

you interest on the money you deposited and you may be
 

charged extra fees.
 

Limits on withdrawals. Can you take money out
 

whenever you want? Are there any penalties for doing so?
 

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

Daily, monthly, quarterly, yearly? To compare rates
 

offered by local and national financial institutions, visit
 

www.bankrate.com.
 

Deposit insurance. Make sure your bank is a member of
 

the Federal Deposit Insurance Corporation (FDIC). This
 

agency protects the money in your checking and savings
 

accounts, certificates of deposit (CDs), and Individual
 

Retirement Accounts (IRAs) up to $250,000. For more
 

information, see page 106 or visit www.fdic.gov.
 

Credit unions. A credit union is a nonprofit, cooperative
 

financial institution owned and run by its members. Like
 

the FDIC does for banks, the National Credit Union Share
 

Insurance Fund (NCUSIF) insures a person’s savings up
 

to $250,000. 


Convenience. How easy is it to put money in and take
 

it out? Are there branches or ATMs close to where you
 

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

If you are considering a checking account or another type
 

of account with check-writing privileges, add these items
 

to your list of things to think about:
 

Number of checks. Is there a maximum number of
 

checks you can write per month without incurring a
 

charge?
 

Check fees. Is there a monthly fee for the account 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?
 

Overdrafts. If you write a check for more money than
 

you have in your account, what happens? You may be
 

able to link your checking account to a savings account to
 

protect yourself.
 

Debit card fees. Are there fees for using your debit
 

card?
 

Account fees. Banks can charge fees on your checking
 

or savings account to cover things like maintenance,
 

withdrawals, or minimum balance rules. However, the
 

bank must inform you of the fees up front as part of your
 

account agreement and notify you when changes occur.
 

Practices vary from bank to bank, but each must inform
 

you of the fee change on your statement, in a separate
 

letter, or in a pamphlet. For more information, visit
 

www.federalreserveconsumerhelp.gov/findananswer/
 

can-a-bank-really.cfm. 


Bounced checks. It’s your responsibility to have
 

sufficient funds in your account to cover the checks you
 

write. 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, you can face a bounced check
 

or overdraft fee. Your bank may pay for the item, but
 

charge you a fee or deny the purchase and still charge
 

you a fee. In addition, the business to which you wrote
 

the check may charge you an additional returned check
 

fee. Bounced checks can also blemish your credit record,
 

so you may want to talk to your bank about overdraft
 

protection. For more information, visit
 

www.federalreserve.gov/pubs/bounce.
 

6 www.USA.gov To contact an organization, use the directory beginning on page 63. 
BANKING 

 

BANKING 

UNSOLICITED CHECKS AND 

CREDIT OFFERS 

If you cash an unsolicited check, you could be agreeing 

to pay for products or services you don’t want or need. 

In addition, those “guarantees” for credit cards or loans, 

without consideration of credit history, are probably 

a scam. Legitimate lenders never guarantee credit. 

For more information on how to identify fraudulent 

solicitations, visit www.ftc.gov. 

Legitimate offers of credit often come in the form of 

“convenience checks,” which credit card companies 

enclose with your monthly statement. However, 

convenience checks may carry higher fees, a higher 

interest rate, and other restrictions. If you don’t want the 

checks, be sure to shred them to protect yourself from 

“dumpster divers” and identity thieves. 

Watch out for checks from someone in a foreign country 

claiming that you won a lottery, for an investment, or to 

pay for an item you sold online. This could be a scam. 

Even if you deposit the check, the check may not be legal. 

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

unsolicited, until your bank says the check has cleared or 

if you know and trust the person who sent it to you. 

PHISHING SCAMS 

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

to steal identities as well as vital personal information 

such as credit card numbers, bank account PINs, and 

passwords. Phishing e-mails often ask you to verify this 

type of information. Scammers also go “SMishing,” 

or phishing using text messages, by asking you to 

verify or confirm sensitive information. Legitimate 

companies never ask for your password or account 

number via e-mail. If you’re not sure whether the e-mail 

is trustworthy, call the company directly and forward the 

email to spam@uce.gov. If you believe you’ve received 

a phishing e-mail, don’t hit reply! The e-mail may even 

threaten to disable your account. Don’t believe it! 

PREPAID CARDS 

Prepaid cards, also known as prepaid debit, stored 

value, or gift cards, are convenient ways to pay for your 

purchases. Banks and retailers issue them to offer 

consumers a way to make payments and conduct other 

financial transactions. You do not need to have a bank 

account or a credit history to use a prepaid card. There 

are plenty of situations where a prepaid card might be the 

most convenient choice, but be sure you understand the 

key terms and conditions BEFORE you buy. 

Many cards carry protections similar to credit and debit 

cards. To obtain these benefits, you must follow the 

instructions for registering and activating your card. 

Be sure to record your card information, including the 

customer service telephone number listed on the back of 

the card in a separate place, so you can get a replacement 

if yours is lost or stolen. Some prepaid card issuers may 

charge fees for card activation, maintenance, and cash 

withdrawals. 

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

the customer service number. If the problem still isn’t 

resolved, you may want to file a complaint with the proper 

authorities: 

• 	For cards issued by retailers, contact the FTC (p. 107). 

You may also file a complaint with your local consumer 

protection office (p. 112). 

• 	For cards issued by national banks, contact the Office 

of the Comptroller of the Currency (p. 105). 

• For cards issued by state banks, contact the FDIC 

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

For more information, visit www.nbpca.com. 

Government Benefits on Prepaid Cards 

Many government agencies deliver financial benefits 

using prepaid cards. All Supplemental Nutrition 

Assistance Program (SNAP) benefits are paid via 

electronic benefit cards. Beginning in March 2013, all 

Social Security benefits must be paid via direct deposit or 

a prepaid debit card, which comes with federal consumer 

protections. Visit www.godirect.gov for more information. 

Contact the proper regulatory agency below: 

Type of Institution Regulatory Agency 

State-chartered banks and 

trust companies 

Federal Deposit Insurance 

Corporation (p. 106) 

and state banking 

authorities (p. 126) 

Banks with National 

in their name or N.A. 

after their name 

Office of the Comptroller of the 

Currency, U.S. Department of 

the Treasury (p. 105) 

Federal savings and 

loans and federal 

savings banks 

Office of the Comptroller of the 

Currency, Department of the 

Treasury (p. 105) 

Federally chartered 

credit unions 

National Credit Union 

Administration (p. 107) 

State-chartered banks that 

are members of the Federal 

Reserve System 

Federal Reserve System 

(p. 106) 

1-800-FED-INFO (800-333-4636)	 2013 Consumer Action Handbook 7 
 

 

 

CARS
 

CARS 

Whether you are buying or leasing a vehicle, these tips 

will help you get the best deal and avoid problems: 

• Decide what kind of vehicle best suits your needs and 

budget. 

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

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

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

individual, check the title to make sure you’re dealing 

with the vehicle’s owner. 

• Take a test drive. Drive at different speeds and check 

for smooth right and left turns. On a straight stretch, 

make sure the vehicle doesn’t pull to one side. 

• Handle trade-ins and financing separately from your 

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

price quote before you talk about a trade-in or dealer 

financing. 

• Shop in advance and compare financing options at 

your credit union, bank, or finance company. Look at the 

total finance charges and the Annual Percentage Rate 

(APR), not just the monthly payment. 

• Read and understand every document 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. 32). 

BUYING A NEW CAR 

Do your research first and compare vehicles. 

Four key resources that offer vehicle performance, 

service, and safety information are: Consumer Reports 

(www.consumerreports.org), Motor Trend 

(www.motortrend.com), Car and Driver 

(www.caranddriver.com), and Edmunds automotive 

books and network (www.edmunds.com). 

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

It’s easier to get the best price when you know what 

the dealer paid for a vehicle. The dealer invoice price 

is available on a number of websites and in printed 

pricing guides. Consumer Reports offers the wholesale 

price; this figure factors in dealer incentives from a 

manufacturer and is a more accurate estimate of what a 

dealer is paying for a vehicle. 

• Find out whether the manufacturer is offering rebates 

that will lower the cost. For more information, visit 

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

• Get price quotes from several dealers. Find out if the 

amounts quoted are the prices before or after rebates 

are deducted. 

• Avoid low-value extras such as credit insurance, 

extended warranties, auto club memberships, 

rustproofing, and upholstery finishes. You do not have 

to purchase credit insurance to get a loan. See Service 

Contracts and Extended Warranties (p. 2). 

• 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 and can be 

configured to achieve different objectives, such as 

improved fuel economy, increased power, or additional 

auxiliary power. For more information about hybrids, 

electric vehicles, and alternative fuels, visit 

www.fueleconomy.gov. 

GOVERNMENT FUEL ECONOMY WEB PAGES 

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

can help you identify vehicles that are fuel-efficient 

and have clean-running engines. 

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

ratings of different vehicle models manufactured 

since the mid-1980s. 

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

calculates annual fuel estimates.
 

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

economy of different types of vehicles (diesel, hybrid, 

electric, gasoline). 

BUYING A USED CAR 

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

contact your state or local consumer protection office 

(p. 112). 

• Find out in advance what paperwork you will need to 

register a vehicle. Contact your state’s motor vehicle 

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

shtml. 

• Check prices of similar models using the NADA Official 

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

the National Automobile Dealers Association or the 

Kelley Blue Book (www.kbb.com). These guides are 

usually available at local libraries. 

8 www.USA.gov	 To contact an organization, use the directory beginning on page 63. 
1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook

CARS
 

• Research the vehicle’s history. Ask the seller for details 

concerning past owners, use, and maintenance. Next, 

find out whether the car has been damaged in a flood, 

involved in a crash, been labeled a “lemon,” or had its 

odometer rolled back. 

• Your state motor vehicle department can research the 

car’s title history. 

• The National Highway Traffic Safety Administration’s 

(NHTSA) website (www.safercar.gov) lets you search 

an online database of manufacturer service bulletins 

and review crash test ratings. 

• The website www.vehiclehistory.gov and the 

National Insurance Crime Bureau’s free database 

(www.nicb.org) are centralized places for consumers 

to buy information on the history of vehicles gathered 

from state motor vehicle departments and other 

sources. These reports are helpful but do not 

guarantee that a vehicle is accident-free. 

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

provides information on safety defect recalls, 

complaints and service bulletins. 

• Make sure any mileage disclosures match the odometer 

reading on the car. 

• Check the warranty. If a manufacturer’s warranty is still 

in effect, contact the manufacturer to make sure you 

can use the coverage. 

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

and read it carefully. 

• Have your mechanic inspect the car. Talk to the seller 

and agree in advance that you’ll pay for the examination 

if the car passes inspection, but the seller will pay 

if significant problems are discovered. A qualified 

mechanic should check the vehicle’s frame, tires, air 

bags, and undercarriage as well as the engine. 

• Examine dealer documents carefully. Make sure you 

are buying—not leasing—the vehicle. Leases use 

terms such as “balloon payment” and “base mileage” 

disclosures. 

DEALER VERSUS PRIVATE-PARTY 

PURCHASES 

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

option because you are dealing with an institution, 

which means you are better protected by law. The FTC 

requires dealers to post a Buyer’s Guide in the window of 

each used car or truck on their lot. This guide specifies 

whether the vehicle is being sold “as is” (in the 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. 

Expect to pay higher prices at a dealer than if you buy 

from an individual. Many dealers inspect their cars and 

provide an inspection report with each one. However, this 

is no substitute for your own inspection. Some dealers 

provide limited warranties, and most sell extended 

warranties. Watch out for dealer warranties that are 

“power train” warranties only, and not “bumper-tobumper,” full-coverage warranties. It’s best to compare 

warranties 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. 

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 

CARS 

9 

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 offsetfrontal 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 accident-avoidance factors— 

emergency handling, braking, acceleration, and even driver 

comfort. 

• The National Motor Vehicle Title Information 

System. The NMVTIS 

(www.vehiclehistory.gov) 

provides information 

about a vehicle’s history 

and condition, including 

information about its title, 

odometer reading, brand 

history, and, in some cases, 

theft. 

To find out whether a 

manufacturer has recalled a 

car for safety defects, contact 

NHTSA (p. 104). If a vehicle has 

been recalled, ask the dealer for 

proof that the defect has been 

repaired. Used vehicles should also have a current safety 

inspection sticker if your state requires one. 
 

CARS
 

seller lies to you about the condition of the vehicle, you 

may sue the individual if you have evidence and you can 

find him or her. An individual is very unlikely to provide a 

written warranty. 

FINANCING 

Most car buyers today need some form of financing to 

purchase a new vehicle. Many use direct lending, that is, 

a loan from a finance company, bank, or credit union. In 

direct lending, a buyer agrees to pay the amount financed, 

plus an agreed-upon finance charge, over a specified 

period. Once a buyer and a vehicle dealership enter into 

a contract to purchase a vehicle, the buyer uses the loan 

proceeds from the direct lender to pay the dealership for 

the vehicle. 

LONG-TERM CAR LOANS 

Some car dealers and banks offer loans that allow you to 

finance your car for longer periods than a traditional auto 

loan (more than six years). Before you decide on the length 

of your auto loan, weigh the pros and cons. Long-term loans 

can make your monthly payments smaller and allow you to 

refinance the loan after a few years, to reduce the length 

of the loan. Remember, however, that these loans can cost 

more over the life of the loan because you are paying interest 

for a longer period. Also, as the car depreciates, you may end 

up owing more on your loan than the value of the car. This is 

called negative equity. 

For more information about auto loans, visit 

www.ftc.gov/bcp/edu/pubs/consumer/autos/aut04.shtm. 

For information about negative equity, visit 

www.ftc.gov/bcp/edu/pubs/consumer/alerts/alt083.shtm. 

Another common form is dealership financing, which 

offers convenience, financing options, and sometimes 

special, manufacturer-sponsored, low-rate deals. Before 

you make a financing decision, it’s important to do your 

research: 

• Decide in advance how much you can afford to spend 

and stick to your limit. 

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

before applying for a loan. 

• Check buying guides to identify price ranges and best 

available deals. 

More information about vehicle financing, deciding what 

you can afford, and consumer protections is available at 

www.ftc.gov/bcp/menus/consumer/autos/finance.shtm. 

If you need to file a complaint about your auto loan, visit 

www.consumerfinance.gov. 

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 this 

advice in addition to the general suggestions for buying a 

car (p. 8): 

• To help you compare leasing versus owning, the 

Consumer Leasing Act requires leasing companies to 

give you information on monthly payments and other 

charges. Check out www.leaseguide.com and 

www.leasecompare.com for more information. 

• Consider using an independent agent rather than the 

dealer; you might find a better deal. Most financial 

institutions that offer auto financing also offer leasing 

options. 

• Ask for details on wear and tear standards. Dings that 

you regard as normal wear and tear could be billed as 

significant damage at the end of your lease. 

• Find out how many miles you can drive in a year. Most 

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

charge of 10 to 25 cents for each additional mile. 

• Check the manufacturer’s warranty; it should cover the 

entire lease term and the number of miles you are likely 

to drive. 

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

before the end of your lease. There may be extra fees for 

doing so. 

• Ask what happens if the car is involved in an accident. 

• Get all of the terms in writing. Everything included with 

the car should be listed on the lease to avoid your being 

charged for “missing” equipment later. 

The Consumer Financial Protection Bureau offers a 

consumer guide to auto leasing at 

www.consumerfinance.gov. 

RECALLS, “LEMON” LAWS, AND SECRET 

WARRANTIES 

Sometimes a manufacturer makes a design or production 

mistake on a motor vehicle. A service bulletin notifies 

the dealer of the problem and how to resolve it. Because 

these free repairs are not publicized, they are called 

“secret warranties.” The National Highway Traffic Safety 

Administration maintains a database of service bulletins 

filed by manufacturers. 

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

check whether the manufacturer has recalled your vehicle. 

You can find information about service bulletins, recalls, 

and other safety defects at www-odi.nhtsa.dot.gov/ 

recalls/recallsearch.cfm or call DOT’s Vehicle Safety 

Hotline at 1-800-424-9393. You should report hazards that 

aren’t listed to your dealer, the manufacturer of the vehicle 

(p. 64), and NHTSA at www-odi.nhtsa.dot.gov/ivoq. If a 

safety-related defect exists, the maker must fix it at no 

cost to you—even if your warranty has expired. 

10 www.USA.gov To contact an organization, use the directory beginning on page 63. 
CARS

CARS 

CARS
 

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

seems to get fixed, you may have a “lemon.” Some states 

have laws concerning “lemons” that require a refund or 

replacement if a problem is not fixed within a reasonable 

number of tries. These laws might also go into effect if 

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

number of days. Contact your state or local consumer 

protection office (p. 112) to learn whether you have such 

protections and what steps you must take to get your 

problem solved. If you believe your car is a “lemon”: 

• Give the dealer a list of the problems every time you 

bring it in for repairs. 

• Get and keep copies of the repair orders listing the 

problems, the work done, and the dates the car was in 

the shop. 

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

report the problem. Check your owner’s manual or the 

directory for the auto manufacturer (p. 64). 

The Center for Auto Safety (p. 109) gathers information 

and complaints concerning safety defects, recalls, 

service bulletins, and state “lemon” laws. 

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, additionaldrivers, underage-driver, and equipment rental (for 

items such as ski racks and car seats). See drip pricing 

on p. 2. 

• Ask whether the rental company checks the driving 

records of customers when they arrive at the counter. 

If so, you could be rejected, even if you have a 

confirmed reservation. 

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

insurance coverage. If you’re traveling on business, 

your employer may have insurance that covers 

accidental damage to the vehicle. You might also have 

coverage through your personal auto insurance (p. 32), 

a motor club membership, or the credit card you use to 

reserve the rental. 

• 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 didn’t damage it. 

• Check refueling policies and charges. 

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

holds on the funds in your checking account. See 

“Before You Swipe Your Debit Card” (p. 6). 

• Ask the rental company whether a deposit is required. 

If so, ask for a clear explanation of the deposit refund 

policies and procedures. 

For more information about renting a car and the 

insurance options, visit www.insureuonline.org/ 

consumer_auto_car_rental_insurance.htm. 

Some state laws cover short-term car and truck rentals. 

Contact your state or local consumer protection office 

(p. 112) for information or to file a complaint. 

REPAIRS 

Whenever you take a car to the repair shop: 

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

independent consumer-rating organization should be 

able to help you. Look for shops that display various 

certifications that are current. You should also check 

out the shop’s record with your state or local consumer 

protection office (p. 112) or the Better Business Bureau 

(p. 67). 

• 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 you give your okay. 

Never sign a blank repair order. If the problem can’t be 

diagnosed on the spot, insist that the shop contact you 

for authorization once it has found the trouble. 

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

• Follow the warranty instructions if a repair is covered 

under warranty. 

• Get all repair warranties in writing. 

• Keep copies of all paperwork. 

Some states, cities, and counties have special laws that 

deal with auto repairs. For information on the laws in your 

state, contact your state or local consumer protection 

office (p. 112). A consumer guide to auto repair is 

available at 

www.ftc.gov/bcp/edu/pubs/consumer/autos/aut13.shtm. 

CAR REPOSSESSIONS 

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

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

some other way violate the contract. You should also be 

aware that the lender: 

• Can repossess with cause without advance notice 

• Can insist you pay off the entire loan balance to get the 

repossessed vehicle back 

• Can sell the vehicle at auction 

• Might be able to sue you for the difference between the 

vehicle’s auction price and what you owe 

• Cannot break into your home or physically threaten 

someone while taking the vehicle 

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

the lender. If you and the lender reach an agreement, be 

sure to get the agreement in writing. Contact your state 

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

whether your state gives you any additional rights. 

11 
CREDIT
 

CREDIT 

Like everything else you buy, it pays to comparison 

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

mortgages, auto loans, credit cards, home equity loans, 

and other banking products, visit www.bankrate.com. 

The Equal Credit Opportunity Act protects you when 

dealing with anyone who regularly offers credit, including 

banks, finance companies, stores, credit card companies, 

and credit unions. When you apply for credit, a creditor 

may not: 

• Ask about or consider your sex, race, national origin, or 

religion 

• Ask about your marital status or your spouse—unless 

you are applying for a joint account or relying on your 

spouse’s income, or you live in a community property 

state (Arizona, California, Idaho, Louisiana, Nevada, 

New Mexico, Texas, Washington, or Wisconsin) 

• Ask about your plans to have or raise children 

• Refuse to consider public assistance income or 

regularly received alimony or child support 

• Refuse to consider income because of your sex or 

marital status or because it is from part-time work or 

retirement benefits 

You have the right to: 

• Have credit in your birth name, your first name and your 

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

combined last name 

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

necessary 

• Keep your own accounts after you change your name 

or marital status or if you retire, unless the creditor has 

evidence that you are unable or unwilling to pay 

• Know why a credit application is rejected—the creditor 

must give you the specific reasons or tell you where and 

how you can get a copy of the credit report it used to 

determine its rejection, if you ask within 60 days 

• Have accounts shared with your spouse reported in 

both of your names 

• Know how much it will cost to borrow money 

For additional information on credit, see Buying a Home 

(p. 27) and Cars (p. 8). Other sources of information 

include the HUD Housing Counseling Clearinghouse 

at 1-800-569-4287, the FTC (p. 107), and the National 

Consumer Law Center (p. 110). You have the right to a 

FREE annual Credit Report (see Free Credit Reports 

box below). 

CREDIT CARDS 

There are many types of credit cards with various 

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

you use depends entirely on how you plan to use it. Are 

you going to use it for everyday purchases or larger 

purchases? Do you plan to pay your balance off 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 the tool on www.creditcardtuneup.com 

to find the card that offers the best rewards for you. 

• 	 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. 

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. You may want to 

request your credit reports one at a time, every four 

months, so you can monitor your credit throughout 

the year without having to pay for a report. (If you ask 

the credit bureaus directly, they will charge you a fee to 

obtain your report.) To order your free report, you must 

go through www.annualcreditreport.com or call 

1-877-322-8228. 

12 www.USA.gov	 To contact an organization, use the directory beginning on page 63. 
CREDIT CREDIT
 

CARD ACT PROTECTIONS FOR CONSUMERS 

The Credit Card Accountability Responsibility and 

Disclosure (CARD) Act brought about sweeping 

protections for consumers. Among other things, your 

credit card company must comply with the rules below: 

Fees 

•	 Cannot change rates or fees without sending you a 

notice 45 days in advance in most cases 

•	 Cannot charge you a late payment fee of more than 

$25, regardless of how much you owe—unless one 

of your last six payments was late or the credit card 

company can justify a higher fee based on the cost of 

late payments 

Payments 

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

balance if you make only minimum payments 

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

days before your payment is due 

Interest Rates 

•	 Cannot increase your rate for the first 12 months 

after you open an account unless you have a variable 

interest rate or an introductory rate; you are more than 

60 days late paying your bill; or you are in a workout 

agreement and don’t make payments as arranged 

•	 Cannot charge higher rates for purchases made 

before you receive notice of a new rate 

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

cards to consumers under age 21 only if they can show 

they are able to make payments or have a cosigner for 

the card. More information about CARD Act protections 

is available from www.federalreserve.gov/creditcard. 

• 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. Visit 

www.federalreserve.gov/creditcard/fees.html for more 

information. 

The Fair Credit and Charge Card Disclosure Act requires 

credit and charge card issuers to include this information 

on credit applications. The Federal Trade Commission 

(p. 107) offers a wide range of free publications on credit 

and consumer rights at www.ftc.gov. 

There are many websites available to help you compare 

credit cards; www.bankrate.com provides free credit 

card tips and information and www.cardratings.com lists 

and reviews credit cards, and offers tips and credit card 

calculators. 

To view an interactive version of a sample credit card bill,
 

visit www.federalreserve.gov/creditcard.
 

The Consumer Financial Protection Bureau (CFPB)
 

provides useful information for consumers on selecting
 

a credit card appropriate for their needs. See “How
 

do I Shop for a Credit Card,” on the CFPB website, www.
 

consumerfinance.gov/how-do-i-shop-for-a-credit-card.
 

Complaints 

To complain about a problem with your credit card 

company, call the number on the back of your card or try 

to resolve it with the CFPB (p. 96). 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 7 to find the best federal or state regulatory agency 

to contact. 

To complain about a credit bureau, contact the CFPB; 

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. 106). You may also file a 

complaint with the FTC at www.ftc.gov. 

Credit Card Billing Disputes 

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

dispute charges on your credit card that you didn’t make, 

are incorrect, or are for goods or services you didn’t 

receive. 

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

statement date of the bill with the disputed charge. 

• Include your name and account number, the date 

and amount of the disputed charge, and a complete 

explanation of why you are disputing the charge. To 

ensure it’s received, send your letter by certified mail, 

with a return receipt requested. 

• The creditor or card issuer must acknowledge your 

letter in writing within 30 days of receiving it and 

conduct an investigation within 90 days. You do 

not have to pay the amount in dispute during the 

investigation. 

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

account and remove any fees. 

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

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

related finance charges. 

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

appeal with the CFPB (p. 96). 

CREDIT REPORTS AND SCORES 

A credit report contains information on where you work 

and live, how you pay your bills, and whether you’ve been 

sued or arrested or have filed for bankruptcy. 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: 

CREDIT 

13 
 

CREDIT
 

• 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: 1-877-322-8228 or www.transunion.com or 

fraud alert 1-800-680-7289 

The CFPB is now responsible for overseeing the credit 

reporting agencies and receive complaints about them 

(p. 96). 

BEWARE: “CREDIT REPAIR” SCAMS 

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

beware. Many of the promised services are either illegal or 

are ones you can do for free by yourself. Before you sign 

up to work with these companies, here are some tidbits to 

keep in mind: 

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

“Consumer Credit File Rights under State and Federal 

Law” before you sign a contract. 

• The company cannot perform any services until you 

have signed a written contract and completed a threeday waiting period, during which time you can cancel the 

contract without paying any fees. 

• The company cannot charge you until it has completed 

the promised services, according to the Credit Repair 

Organizations Act. 

• It is illegal to erase timely and accurate negative 

information contained in your credit history. 

• Suggestions that you create a new credit history (also 

called file segregation) by requesting an Employer 

Identification Number from the IRS are also illegal. 

• You can solve your own credit challenges by 

requesting a free copy of your credit report through 

www.annualcreditreport.com, and by working with 

creditors to dispute incorrect information. 

FICO 

The information in your credit report is used to calculate 

your FICO score, a number generally between 300 and 

850. The acronym stands for Fair, Isaac and Company. 

The higher your score, the less risk you pose to creditors. 

A high score, for example, makes it easier for you to 

obtain a loan, rent an apartment, or lower your insurance 

rate. Your FICO score is available from www.myfico.com 

for a fee. Free credit reports do not contain your credit 

score, although you can purchase it when you request 

your free annual credit report through 

www.annualcreditreport.com. 

Tips for Building a Better Credit Score 

• Pay your bills on time. Delinquent payments and 

collections negatively 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 won’t raise your score. 

• Pay off debt instead of moving it around. Owing the 

same amount, but having fewer open accounts, may 

lower your score. 

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

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

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

of any deals that offer you a fast, easy solution. 

Negative Information in Your Credit Report 

Negative information concerning your use of credit can 

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

can be kept for 10 years, and unpaid tax liens for 15 years. 

Information about a lawsuit or an unpaid judgment 

against you can be reported for seven years or until 

the statute of limitations runs out, whichever is longer. 

Inquiries remain on your report for two years. 

DEBT COLLECTION E-MAILS 

When communicating with consumers through email, 

debt collectors must observe the Fair Debt Collection 

Practices Act (FDCPA). It is important for you and 

creditors or collection agencies to save and store copies 

of all communication, which will be important if there is a 

disagreement later. 

To take steps towards maintaining privacy, conduct
 

all communications via email using either secure
 

email platforms or industry-specific communication
 

platforms. Never give a workplace email account as
 

a contact address, as there is no legal expectation of
 

privacy for a workplace email account.
 

Anyone who denies you credit, housing, insurance, or a 

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

address, and telephone number of the CRA that provided 

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

you have the right to request a free report within 60 days if 

a company denies you credit based on the report. 

If there is inaccurate or incomplete information in your 

credit report: 

• Contact the CRA and the company that provided the 

information. 

• Tell the CRA in writing what information you believe is 

inaccurate. Keep a copy of all correspondence. 

14 www.USA.gov To contact an organization, use the directory beginning on page 63. 
CREDIT CREDIT
 

Under the FCRA, the information provider is required 

to investigate and report the results to the CRA. If the 

information is found to be incorrect, FCRA must notify all 

nationwide CRAs to correct your file. If the investigation 

does not solve your dispute, ask that your statement 

concerning the dispute be included in your file. A notice 

of your dispute must be included whenever the CRA 

reports the negative item. 

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

a personal debt repayment plan will improve your credit 

report. Credit repair companies advertise that they can 

erase bad credit for a hefty fee. Don’t believe it. Under the 

Credit Repair Organizations Act, credit repair companies 

can’t require you to pay until they have completed 

promised services. They must also give you: 

• A copy of the “Consumer Credit File Rights Under 

State and Federal Law” before you sign a contract 

• A written contract that spells out your rights and 

obligations 

• Three days to cancel without paying any fees 

Some credit repair companies promise to help you 

establish a whole new credit identity. You can be charged 

with fraud if you use the mail or telephone to apply for 

credit with false information. It is also a federal crime to 

make false statements on a loan or credit application, 

to give a false Social Security number, or to obtain 

an Employer Identification Number from the Internal 

Revenue Service under false pretenses. If you have lost 

money to a credit repair scam, contact your state or local 

consumer affairs office (p. 112). 

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. 

DEALING WITH DEBT 

If you want 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. For help in creating a 

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

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

your creditors and inform them that you are having 

difficulty making payments; they may be able to modify 

your payment plan. 

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 notice that tells you the 

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

to take if you believe you don’t owe the money. If you owe 

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

payment. If you believe you don’t owe the money, contact 

the creditor in writing and send a copy to the collection 

agency with a letter telling it not to contact you. 

A debt collector may not: 

• Contact you at unreasonable times, for example, before 

8 am or after 9 pm, unless you agree 

• Contact you at work if you tell the debt collector your 

employer disapproves 

• Contact you after you write a letter telling the collector 

to stop, except to notify you if the collector or creditor 

plans to take a specific action 

• Contact your friends, relatives, employer, or others, 

except to find out where you live and work 

• Harass you with repeated telephone calls, profane 

language, or threats to harm you 

• Make any false statement or claim 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 

To file a complaint about a debt collection company, 

contact your state or local consumer protection agency 

(p. 112) and the FTC (p. 107). 

Credit Counseling Services 

Counseling services are available to help people 

budget money and pay bills. Credit unions, extension 

offices, military family service centers, and religious 

organizations are among those that may offer free or lowcost credit counseling. 

Local, nonprofit agencies that provide educational 

programs on money management and help in 

developing debt payment plans operate under the name 

Consumer Credit Counseling Service (CCCS). Make 

certain that the agency is accredited by the Council on 

Accreditation (COA) or the International Organization 

for Standardization (ISO). The counselor should also 

be certified by the National Foundation for Credit 

Counseling (NFCC), an organization that supports a 

national network of credit counselors. 

Typically, a counseling service will negotiate lower 

payments with your creditors, and then make the 

payments using money you send to it each month. The 

cost of setting up this debt-management plan is paid by 

CREDIT 

15 
CREDIT
 

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? A typical set-up fee is $10. 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? 

• Ask whether the counselor can get creditors to lower or 

eliminate interest and fees. If the answer is yes, contact 

your creditors to verify this. 

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

organization won’t help you because you can’t afford to 

pay, go somewhere else for help. 

• Will your counselor help you avoid future problems? 

Getting a plan for avoiding future debt is as important 

as solving the immediate debt problem. 

• Ask for a contract. All verbal promises should be in 

writing before you pay any money. 

• Are your counselors accredited or certified? Legitimate 

credit counseling firms are affiliated with the NFCC 

(p. 145) or the Association of Independent Consumer 

Credit Counseling Agencies (p. 143). 

Check with your local consumer protection agency 

(p. 112) and the Better Business Bureau (p. 67) to see 

whether any complaints have been filed about the 

counseling service you’re considering. 

If you have concerns about approved credit counseling 

agencies or credit counseling providers, please contact 

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

202-514-4100. 

PEER-TO-PEER LENDING 

Peer to peer lending (P2P), or social lending, is a new 

process of connecting an individual borrower with lenders, 

without using traditional banks to obtain an unsecured loan. 

As a potential borrower, you can post a request for a loan, 

along with a brief description of how you will use it. The 

borrower and lenders are strangers; their only knowledge 

of each other is through the P2P website. Although the idea 

seems very informal, a peer-to-peer loan contract is a formal, 

legally binding agreement between two parties; checks 

and pay stubs are required. There can still be fees for late 

and missed payments. The lenders must report your loan 

payment history to the credit reporting agencies. For more 

information about peer-to-peer lending, visit www.consumeraction.org/news/articles/2012_p2p_lending_survey/#primer. 

Personal Bankruptcy 

Bankruptcy generally is considered the debt management 

option of last resort because the results are long-lasting 

and far-reaching. The Bankruptcy Abuse and Prevention 

Act of 2005 established more stringent rules for 

consumers and attorneys. 

The filing process may be difficult for debtors: 

• Debtors must file documents, including itemized 

statements of monthly net income, proof of income 

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

preceding year (four years for Chapter 13 bankruptcies). 

• Debtors must take a pre-filing credit counseling and 

post-filing education course to have debts discharged. 

To find an approved credit counseling provider, visit 

www.justice.gov/ust. 

• Debtors face increased filing fees, plus fees for credit 

counseling/education. 

• The bankruptcy petition and process are complicated, 

so it’s very difficult to file without an attorney. 

However, attorneys are more apprehensive about filing 

bankruptcy because of sanctions. 

The filing process for lawyers: 

• An attorney’s signature on a petition certifies that the 

attorney has performed reasonable investigation into 

circumstances giving rise to the petition. 

• Attorneys must carefully review documents such as tax 

returns and pay stubs and ask clients for credit reports. 

LOANS 

There are different types of loans. Some are secured 

loans. This mean that your property and things you own 

are used as collateral, and if you cannot pay back the 

loan, the lender will take your collateral to get their money 

back. Other types of loans, unsecured loans, don’t use 

property as collateral. Lenders consider these as more 

risky than secured loans, so they charge a higher interest 

rate for them. Most credit cards are unsecured loans, 

although some consumers have secured credit cards. 

Two very common 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 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, closedend 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. 

16 www.USA.gov To contact an organization, use the directory beginning on page 63. 
 Please see Housing (p. 27) for helpful information about 

buying, leasing, renting, or repairing a home. 

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 can’t pay back the loan 

• Penalties if you pay the loan back early 

The Truth in Lending Act requires lenders to give you this 

information so you can compare different offers. 

PAYDAY AND TAX REFUND LOANS 

Payday loans are designed to stretch your budget until 

your payday. Beware; these loans charge high annual 

interest rates and excessive fees that are due every few 

weeks. Because of these excessive fees, payday loans 

are illegal in some states and for all members of the 

military. With a typical payday loan, you might write a 

personal check for $115 to borrow $100 for two weeks, 

until payday. The Annual Percentage Rate (APR) in this 

example is 390%! If you can repay the loan quickly, it 

may not appear to be such a bad deal. But if you have to 

renew the loan, that relatively small loan can grow into a 

major debt. 

Another high-cost way to borrow money is a tax refund 

loan. This type of credit lets you get an advance on a 

tax refund—for a fee. APRs as high as 774% have been 

reported. If you’re short of cash, avoid both of these 

loans by asking for more time to pay a bill or seeking a 

traditional short-term bank loan. 

EDUCATION
 

FINANCING YOUR EDUCATION 

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 the federal aid programs. Another source 

of information on financial assistance is www.finaid.org. 

Both sites offer calculators to help you determine how 

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

how much aid you will need. 

Before selecting a college, you must understand the 

earning potential of your chosen career. You need to 

make sure that your annual salary after you graduate 

will be high enough to cover any student loan payments 

you may need to make in addition to your other living 

expenses. The Department of Labor has a webbased career search tool that will give you information 

concerning the average annual salary for various career 

options at www.studentaid.ed.gov/prepare-for-college/ 

careers/search. 

PAYING FOR COLLEGE 101 

Many state governments have created 529 plans that 

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

education. These plans, which can be sponsored by 

states or institutions of higher learning, encourage saving 

for future college costs, and the earnings grow tax-free. 

There are two main types: “pre-paid tuition plans” and 

“college savings plans.” Pre-paid 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 your 

child is in college. College savings plans allow you to 

invest money in several investment funds, ranging in risk 

level, to pay for your child’s college education. For more 

information about the different types of 529 plans and 

the plans available in each state, visit 

www.collegesavings.org. 

EDUCATION 

17 1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook
 

 

 

EDUCATION
 

BEWARE: SCHOLARSHIP AND FINANCIAL AID SCAMS 

Scholarships and financial aid do not require up-front 

fees. While there are legitimate companies that will 

help guide you through the financial aid and college 

application process for a fee, disreputable companies 

may ask you for money up front and provide nothing in 

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

• A “money-back guarantee” to secure a scholarship. 

Don’t believe it. Unscrupulous companies attach 

conditions that make it impossible to get the refund. 

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

inside knowledge of scholarship money, it’s lying. 

Information on scholarships is freely available to the 

public. Ask your librarian or school counselor. 

• Telling students they’ve been selected as “finalists” 

for awards. 

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

eligibility.” If a company wants bank account 

information or your credit card number to confirm or 

reserve a scholarship, it’s a scam. 

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

then asking for authorization to debit your checking 

account for an unspecified length of time. Ongoing 

fees are a sure sign of a scam. 

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

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

information, ignore the offer. 

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 earn money by working while attending school. 

This money does not have to be repaid. 

•	 Loans. Funds are borrowed and must be repaid with 

interest. As a general rule, federal student loans have 

more favorable terms and lower interest rates than 

traditional consumer loans do. 

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

community organizations, private institutions, and 

trusts. Scholarships do not have to be repaid and are 

generally awarded based on specific criteria. 

Applying for Aid 

You must complete and submit a Free Application for 

Federal Student Aid (FAFSASM) to apply for federal 

student aid. FAFSA on the WebSM is the quickest and 

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

Education Tax Benefits 

The federal government allows you to receive tax 

credits, deductions, and savings plans that can help 

with your expenses for higher education. The tax credits 

can reduce the amount of income tax you have to pay, 

while deductions reduce the amount of your income 

that is taxable. Visit www.irs.gov/uac/Tax-Benefits-forEducation:-Information-Center for information on specific 

types of credits and deductions. 

Federal Student Aid Information Center 

The Federal Student Aid Information Center (FSAIC) 

can answer your federal student financial aid questions 

and can give you all the help you need for free. You can 

also use the FSAIC automated response system to find 

out whether your FAFSASM has been processed and to 

request a copy of your Student Aid Report (SAR). For 

FSAIC contact information, see page 97. 

FEDERAL STUDENT AID 

•	 You can order many helpful publications at
 

www.edpubs.gov, or by calling 1-877-433-7827.
 

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

aid website, www.studentaid.ed.gov.
 

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

Outlook Handbook, www.bls.gov/ooh, provides
 

information on various careers and their earning
 

potential.
 

•	 The National Association of Student Financial Aid 

Administrators provides Cash for College with advice, 

tips, and information on financing your education at 

www.nasfaa.org. 

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 lowincome borrowers. 

Both programs offer generous benefits, but the rules may 

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

For more information on these programs as well as other 

repayment options: 

18 www.USA.gov	 To contact an organization, use the directory beginning on page 63. 
EMPLOYMENT
 

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

www.studentaid.ed.gov/repay-loans and 

www.myedaccount.com 

• National Association of Student Financial Aid 

Administrators: www.nasfaa.org 

Comparing Student Loans 

The Consumer Financial Protection Bureau (CFPB) has a 

Know Before You Owe Student Loan website, developed 

in partnership with the Department of Education. It 

provides financial aid shopping sheets that help schools 

communicate the financial aid options available to 

students. Visit www.consumerfinance.gov/students/ 

knowbeforeyouowe. 

COLLEGE ACCREDITATION 

Accreditation ensures that education provided by 

institutions of higher education meets acceptable levels 

of quality. The Secretary of Education is required by 

law to publish a list of nationally recognized accrediting 

agencies that it determines to be reliable authorities 

on the quality of education or training provided by 

the institutions of higher education and the higher 

education programs they accredit. You can access the 

list at www.ope.ed.gov/accreditation. 

Defaulting on Student Loans 

You can take steps to avoid defaulting on your student 

loan. Before you get the loan, determine how much 

money you need to borrow and only borrow that amount. 

When you get the loan, make certain that you understand 

the details such as the 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 information and bank account (if payments are 

withdrawn automatically). 

If you default, it means you failed to make payments on 

your student loan as scheduled. Your loan becomes 

delinquent the first day after you miss a payment. 

However, the loan isn’t in default until 270 days have 

passed without a payment. The consequences of default 

can be severe, including: 

• The entire unpaid balance of your loan and any interest 

is immediately due and payable. 

• Your loan account is assigned to a collection agency. 

• The loan will be reported as delinquent to credit 

bureaus, damaging your credit. 

• 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 any of 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. 

If you are having difficulty making your payments, contact 

your loan servicer immediately. 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. 

For information about these consequences and how to 

avoid defaulting, visit studentaid.ed.gov/repay-loans/ 

default. 

EMPLOYMENT 

EMPLOYMENT 

Times have changed for job searching, and numerous 

websites are now available that post private industry 

jobs. Many companies also offer a way to apply online. 

However, these sites and new methods do not replace 

traditional and proven job-hunting approaches such as 

networking, personal contacts, business organizations, 

and interviewing. 

EMPLOYMENT AGENCIES AND RECRUITERS 

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

employment agencies or receive calls from recruiters that 

promise wonderful opportunities. While some companies 

honestly want to help you, others are more interested in 

taking your money. Be wary of: 

• Promises to get you a job and a guaranteed income 

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

you are dissatisfied 

• Employment agencies whose ads read like job ads 

• Promotions of “previously undisclosed” government 

jobs. All federal jobs are announced to the public at 

www.usajobs.gov. 

Get a copy of the employment agency contract and review 

it carefully before you pay any money. Check with your 

local consumer protection agency (p. 112) and the Better 

Business Bureau (p. 67) to see whether any complaints 

have been filed about a company. 

19 
 

 

EMPLOYMENT
 

The FTC (p. 107) investigates businesses that 

fraudulently advertise employment openings and 

guarantee job placement. Contact the FTC if you have a 

complaint. 

WORK-AT-HOME COMPANIES 

Not all work-at-home opportunities deliver on their 

promises. Some classic work-at-home schemes are 

medical billing, envelope stuffing, and assembly or 

craftwork. Ads for these businesses say, “Be part of one 

of America’s Fastest-Growing Industries. Earn thousands 

of dollars a month from your home!” Legitimate workat-home program sponsors should tell you, in writing, 

what’s involved in the program they are selling. Here are 

some questions you might ask a promoter: 

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

sponsor to list every step of the job.) 

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

commission? 

• Who will pay me? 

• When will I get my first paycheck? 

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

including supplies, equipment, and membership fees? 

What will I get for my money? 

The answers to these questions may help you determine 

whether a work-at-home program is appropriate for your 

circumstances and whether it is legitimate. 

CREDIT CHECKS: A NEW PART OF 

THE HIRING PROCESS 

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

potential employers aren’t just reading your résumé; they 

are also reviewing your credit history. Before you apply for 

any job, get your free credit report (see p. 12) for information 

about your credit history, including: 

• If you pay your bills on time or late 

• How much money you owe 

• If someone has sued you 

Before a potential employer can request your credit report or 

use it, the company must notify you and ask your permission. 

And if a company decides not to hire you because of 

information in your credit report, it must tell you (orally or in 

writing), along with information about the credit reporting 

company and your rights to dispute the accuracy of the 

report. For more information about what to know when 

looking for a job, visit 

www.ftc.gov/bcp/edu/pubs/consumer/alerts/alt080.shtm. 

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. Most of the product sales are made to these 

distributors, not to consumers in general. The underlying 

goods and services, which vary from vitamins to car 

leases, only make the schemes look legitimate. Most 

people end up with nothing to show for their money 

except the expensive products or marketing materials 

they were pressured to buy for resale. 

If you’re thinking about joining what appears to be a 

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 at large? 

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

makes about its product? 

• Is the product competitively priced? 

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

• How much does it cost to join the plan? 

• Are monthly minimum sales required to earn a 

commission? 

• Will you be required to recruit new distributors to earn 

your commission? 

Net-Based Business Opportunities 

The FTC says that many Internet business opportunities 

are scams that promise more than they can possibly 

deliver. These companies lure would-be entrepreneurs 

with false promises of big earnings for little effort. Some 

tips for finding a legitimate opportunity: 

• Consider the promotion carefully. 

• Study the business opportunity’s franchise disclosure 

document. 

• Get earnings claims in writing and compare them with 

the experience of previous franchise and business 

opportunity owners. 

• Visit previous franchise and business opportunity 

owners in person, preferably at their places of 

business. 

• Check out the company with the local consumer 

protection agency (p. 112) and Better Business Bureau 

(p. 67) to see whether there have been any complaints. 

• If the business opportunity involves selling products 

from well-known companies, verify the relationship 

with the legal department of the company whose 

merchandise you would promote. 

• Consult an attorney, accountant, or other business 

advisor before you put any money down or sign any 

papers. 

• Take your time. Promoters of fraudulent business 

opportunities are likely to use high-pressure sales 

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

is legitimate, it will still be around when you’re ready to 

decide. 

20 www.USA.gov To contact an organization, use the directory beginning on page 63. 
 

 

FOOD AND NUTRITION
 

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. For more information, 

go to www.dol.gov/dol/topic/unemployment-insurance/ 

index.htm. 

In addition, some states are extending unemployment 

benefits for eligible recipients for up to 13 additional 

weeks. Visit 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 won’t break 

your budget, but it’s important to remember that making 

healthier choices can help you feel your best and stay 

strong. You can also reduce the risk for many diseases, 

including heart disease, cancer, stroke, and diabetes. 

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. For more information about food labels, visit www. 

fda.gov/Food/ResourcesForYou/Consumers/NFLPM. 

Check out these resources for advice, tips, and 

information on food shopping and nutrition: 

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

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

• Nutrition.gov (www.nutrition.gov) 

• MedlinePlus.gov (www.nlm.nih.gov/medlineplus) 

• 	Center for Nutrition Policy and Promotion 

(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 food-borne 

illness in the home. The website www.foodsafety.gov 

is your gateway to government food safety information, 

including publications you can download or request. You 

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

alerts and recalls. 

For more information, here are some additional 

resources: 

• Centers for Disease Control and Prevention (p. 99) 

• FDA’s Food Information Hotline, 

1-888-SAFEFOOD (723-3366) 

• Partnership for Food Safety Education, 

www.fightbac.org 

• American Cleaning Institute, 

www.cleaninginstitute.org 

• U.S. Department of Health and Human Services (p. 98) 

• USDA Food Safety and Inspection Service, 

www.fsis.usda.gov 

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

SAVING MONEY ON GROCERIES 

It can be a challenge to make healthy food choices and 

stay within your food budget. Here are some tips to help 

you get the most from your grocery budget: 

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

home. Plan your meals for the week, keeping in mind 

what you already have. 

• Make a shopping list and stick to it. 

• 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. 

Remember that stores retain your purchase habits and 

use them for marketing purposes. See Protecting Your 

Privacy (p. 38) for more information. 

• Only take advantage of the deal if you know you will eat 

the discounted item. It’s not a deal if the food goes to 

waste. 

• Shop the perimeter of the store for nutrient-dense 

foods. Processed and packaged foods tend to be more 

expensive. 

• Visit your local farmer’s market to find fresh produce. 

Arrive early to get the best selection or late to get the 

best deals. Fresh food spoils quickly, so don’t buy more 

than you can eat or freeze. Find your local farmers 

market at search.ams.usda.gov/farmersmarkets. 

• Shop for foods that are in season. When the supply is 

plentiful, the prices tend to be lower. 

FOOD AND NUTRITION 

21 
FOOD AND NUTRITION
 

• Some stores offer discounts to customers for bringing 

their own bags. 

For more grocery shopping tips visit www.extension.org 

and www.choosemyplate.gov. 

SNAP: SUPPLEMENTAL NUTRITION 

ASSISTANCE PROGRAM 

The Supplemental Nutrition Assistance Program (SNAP) 

helps low-income people buy the food they need to maintain 

good health. To receive these benefits, you must apply and 

participate in an interview. If you are eligible, you will receive 

benefits in approximately 30 days. You may qualify if you are: 

• Working for low wages or working part time 

• Unemployed 

• Receiving welfare or other public assistance payments 

• Elderly or disabled and low-income 

• Homeless 

Benefits are distributed on a prepaid electronic benefit card 

(EBT) with a PIN. Use this card at approved food stores, like 

any other debit card. For more information about using a 

prepaid card, see page 7. For more information about SNAP 

and how to apply for benefits, visit www.fns.usda.gov/snap/ 

applicant_recipients. 

ORGANIC FOODS 

Buying organic food is a way to eat in a healthy manner 

and protect the environment. These foods are grown 

and processed according to USDA regulations and 

follow specific rules concerning pest control, raising 

animals, and the use of additives. Keep in mind that 

organic and natural foods tend to be more expensive than 

conventionally grown foods, and that the USDA does not 

claim that organic food is safer or more nutritious than 

other foods. 

To make sure a product is certified organic, look for the 

USDA organic seal. You can also tell whether produce 

was grown organically by checking the price look up 

code (PLU); if the first number starts with a 4, then the 

food was grown conventionally, if it starts with a 9, it was 

grown organically. 

Other common labels that help you choose certain types 

of food products include: 

Free-Range or Cage-Free. The flock was provided 

shelter in a building, room, or area with unlimited 

access to food, fresh water, and the outdoors during its 

production cycle. 

Natural. As required by 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. 

For more information about organic foods, visit 

www.ams.usda.gov. 

GOING GREEN 

“Going Green” means practicing an environmentally 

friendly and ecologically responsible lifestyle as well as 

making decisions to help protect the environment and 

sustain natural resources. There are lots of reasons to 

consider going green—too much trash, greenhouse 

gases, air and water pollution, damage to the ozone layer, 

and saving money. For example, switching all of the light 

bulbs in a home from conventional incandescent light 

bulbs to compact fluorescent light (CFL) bulbs could 

save about $40 over the life of the bulb. Other examples 

include: 

• Turn your thermostat down two degrees in winter and 

up two degrees in summer. 

• Make sure your walls and ceilings are well insulated. 

• Replace bathroom and kitchen faucets with low-flow 

models. 

ENERGY STAR APPLIANCES 

ENERGY STAR-qualified 

appliances use about 33% less 

energy than standard units. You 

can find the ENERGY STAR logo 

on TVs, clothes washers and 

dryers, water heaters, furnaces. 

and many other products. 

Home electronics that have 

earned the ENERGY STAR rating deliver exceptional 

features while using less energy. Saving energy helps 

you save money on utility bills and helps to protect the 

environment by reducing greenhouse gas emissions 

to counter climate change. For more information, visit 

www.energystar.gov. 

22 www.USA.gov To contact an organization, use the directory beginning on page 63. 
1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook

 

 

GOING GREEN
 

GOING GREEN 

BEWARE: VERIFY GREEN MARKETING CLAIMS 

The number of products claiming they are “eco-friendly” 

or “all-natural” has increased due to a growing demand 

for “green” products. You may be unsure about which 

environmental standards and labels can be trusted. You 

can use the FTC’s Green Guides (www.ftc.gov/bcp/ 

grnrule/guides980427) as a resource to verify that the 

environmental attributes or products are truthful. Here are 

some tips to help you sort through eco-label marketing: 

• Look for specific (for example, “contains 75% postconsumer recycled materials”) rather than vague 

statements about environmental impact. 

• Determine whether the green marketing claims apply to 

the packaging, the product, or both. 

• Beware of fake third-party certification. Visit Consumer 

Reports’ website (www.greenerchoices.org/eco-labels) 

to find reliable environmental labels. 

For more information about environmental advertising and 

labeling, contact the FTC (p. 107) or EPA (p. 105). 

For more ideas to help the environment and your wallet, 

check the EPA Pick 5 at www.epa.gov/pick5. 

BUYING GREEN 

The U.S. Environmental Protection Agency (EPA) 

has a green products web portal (www.epa.gov/ 

greenerproducts) to help you navigate the complex 

world of green products. The EPA also has a number of 

eco-labeling partnership programs to help you identify 

greener, safer, and more efficient products. Look for 

these EPA program labels when buying: 

•	 ENERGY STAR—For energy-efficient electronics and 

appliances (www.energystar.gov) 

WATERSENSE MAKES SENSE 

The EPA WaterSense program can help protect the 

future of our nation’s water supply by promoting water 

efficiency and enhancing the market for water-efficient 

products, programs, and practices. To learn more and 

see what you can do to conserve water, visit www.epa. 

gov/watersense. 

•	 WaterSense—For water-efficient products 

(www.epa.gov/watersense) 

•	 Design for the Environment (DfE)—For household 

cleaners and other products that have been determined 

to be safer for both your health and the environment 

(www.epa.gov/dfe) 

•	 SmartWay Certified Vehicle—For cleaner, more 

fuel efficient cars and trucks (www.epa.gov/smartway/ 

vehicles) 

You can also choose to buy organic or locally produced 

food and eco-friendly clothing. For more information 

about national standards covering organic food, go to the 

U.S. Department of Agriculture’s Agricultural Marketing 

Service at www.ams.usda.gov/AMSv1.0. There are no 

national standards for organic clothing, but some fabrics 

to consider include organic cotton, bark cloth, bamboo, 

and organic wool. 

By making greener product choices, you are saving 

money on utilities and fuel, and protecting public health 

and the environment. 

REUSING AND RECYCLING 

You can make a big impact by using the products you buy 

in ways that respect the environment: 

• Use fewer products and follow instructions for product 

use. 

• Conserve energy, water, and materials. 

• Recycle items made of materials such as glass, metal, 

plastic, or paper. 

• Dispose of products properly. 

Many utility companies now offer curbside recycling 

programs that provide U.S. households with a 

responsible and convenient way to recycle materials. To 

locate information on recycling services and efforts in 

your area, visit Earth 911’s website (www.earth911.org) or 

call its toll-free hotline, 1-800-CLEANUP (253-2687). 

It is easy to dispose of many products safely. Others, 

such as car batteries, cell phones, televisions, paints, 

oils, and solvents, require special handling. You can 

dispose of these products responsibly through your local 

household hazardous waste (HHW) collection facility or 

at your local government’s annual HHW collection day. 

Some items may be given to charitable organizations or 

even dropped off at electronics retailers. Contact the EPA 

(p. 105) to help you make the right decisions about the 

best way to dispose of waste. 

23 
HEALTH CARE 

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’s better to contact reputable associations 

or visit sites run by government agencies and recognized 

organizations such as the Mayo Clinic or the American 

Medical Association (AMA). This information should 

complement, not replace, what you receive from a doctor. 

Here are some sites that are generally recognized as 

reliable information sources: 

•	 HealthFinder.gov and MedlinePlus 

(www.medlineplus.gov) provide information on health 

issues, health care programs, and organizations. 

•	 Mayo Clinic (www.mayoclinic.com) offers an index of 

diseases and much more. 

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

to websites suggested by librarians. 

• National Institute of Mental Health 

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

about understanding and treating mental illness. 

• Substance Abuse and Mental Health Services 

Administration (www.samhsa.gov) provides 

information on prevention, treatment, and recovery 

from substance abuse or mental health issues. 

• HealthCare.gov (www.healthcare.gov/compare) 

provides tools that help compare doctors, hospitals, 

and nursing homes. 

CHOOSING 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 will be able to give you this 

information. 

• Research whether the health care professional is 

board-certified in the appropriate specialty. Visit www. 

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

• Ask how often the health care professional has done 

the procedure you need or has treated your condition. 

You may be able to find some of this information on the 

Internet. For example, the Centers for Disease Control 

and Prevention (CDC) reports the success rates and 

number of procedures performed by fertility clinics at 

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

on the success of heart-bypass surgery. 

• Check whether there have been any complaints or 

disciplinary actions taken against the provider you 

are researching. Visit www.docboard.org for more 

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

similar information, including www.docinfo.org and 

www.mdnationwide.org. Visit www.healthfinder.gov 

and www.ahrq.gov/consumer for more advice on 

identifying providers. 

• Find out what doctors participate in your health 

insurance plan. If you are having surgery, check that 

all providers (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: 

• Does the doctor participate in your insurance plan? 

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

does it have hours during times when you can make an 

appointment? 

• Does the doctor have privileges at the hospital you 

prefer? 

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

you communicate well with each other and that he or 

she listens to your concerns and explains diagnoses 

and benefits of new treatments and prescriptions 

clearly? 

• What is the doctor’s cancelation policy? 

• Will you have to pay for the visit if you cancel your 

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/directory_smb.html. You can also call the Federation 

at 817-868-4000 to get the phone number of your state’s 

medical board. 

CHOOSING A HEALTH CARE FACILITY 

Report cards on the Internet can help you compare 

health care facilities. Compare doctors and health care 

facilities at www.healthcare.gov/compare. In addition, 

www.usnews.com and www.healthgrades.com rate 

hospitals based on information collected from Medicare 

records and other sources. As of October 2012, the 

Affordable Care Act requires all hospitals to report 

performance publically. 

24 www.USA.gov To contact an organization, use the directory beginning on page 63. 

 

 

 

 
1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook

HEALTH CARE
 

MEDICAL IDENTITY THEFT 

Medical identity theft can occur when someone steals 

your personal information number to obtain medical 

care, buy medication, or submit fake claims to your 

insurer or Medicare in your name. To prevent medical 

identity theft, you can: 

•	 Guard your Social Security, Medicare, and health 

insurance identification numbers. Only give your 

number to your physician or other approved health 

care providers. 

•	 Review your explanation of benefits or Medicare 

Summary Notice to make sure that the claims match 

the services you received. Report questionable 

charges to your health insurance provider or Medicare. 

•	 Request and carefully review a copy of your medical 

records for inaccuracies and conditions that you don’t 

have. 

If you believe you have been a victim of medical identity 

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

ftccomplaintassistant.gov and your health insurance 

company’s fraud department. If you suspect that you 

have been the victim of Medicare fraud, contact the 

U.S. Department of Health and Human Services’ 

Inspector General at 1-800-447-8477 or by e-mail at 

HHSTips@oig.hhs.gov. 

For more information about Medicare fraud, visit 

www.stopmedicarefraud.gov. 

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 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 

findahealthcenter.hrsa.gov. 

Elder Care 

As people live longer, the need for services for 

seniors has become more important. The Eldercare 

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

Administration on Aging, 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 www.aoa.gov/Elders_Families for 

a list of resources to connect older persons, caregivers, 

and professionals with important federal, national, and 

local programs. 

The Joint Commission (p. 145) accredits hospitals as 

well as nursing homes and other health care 

organizations. Specially trained investigators assess 

whether these organizations meet set standards. 

At www.qualitycheck.org, you can check on a local 

facility, including how it compares with others. 

The Joint Commission also accepts consumer 

complaints. You can post a complaint on its website, 

www.jointcommission.org. 

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 the facilities in many states. 

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

1-800-MEDICARE (633-4227). 

• Eldercare Locator (www.eldercare.gov) provides 

information and referral services for those seeking 

local and state support resources for the elderly (p. 99). 

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

that represents many nonprofit facilities that serve and 

support the elderly (p. 145). 

• The Assisted Living Federation of America 

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

assisted-living facilities; call 703-894-1805 (p. 143). 

• The Commission on Accreditation of Rehabilitation 

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

qualifying facilities; call 1-888-281-6531 (p. 143). 

PRESCRIPTION DRUGS 

Your pharmacist oversees an important part of your 

health care by providing the medications prescribed 

by other health care professionals. It’s important that 

you are proactive and communicate honestly with 

your pharmacist. Topics you should discuss with your 

pharmacist include:

 • What other medications you take

 • Whether you have allergic reactions to any medications

 • 	Whether there is a generic version of the medication 

you can take instead

 • Any questions about the medication you are receiving

 • 	Whether there is a risk that your medications don’t mix 

well with each other

 • Whether there any side effects to the medications 

HEALTH CARE 

25 
 

HEALTH CARE
 

WHERE TO GO FOR MEDICAL CARE 

When you are sick, you may not know the best place to go for 

medical care. In non-emergency situations, your first choice 

should be your primary care provider (PCP). Your PCP 

knows your medical history and treats common ailments. 

Urgent care is best when you need medical attention for a 

non-life threatening illness quickly or after regular hours. 

Go to the emergency room if your illness is serious or lifethreatening, such as: 

•	 Choking 

•	 Stopped breathing 

•	 Head injury with passing out, fainting, or confusion 

•	 Injury to neck or spine, especially if there is loss of feeling 

or inability to move 

•	 Electric shock or lightning strike 

•	 Severe burn 

•	 Seizure that lasts three to five minutes 

To learn more about the differences among health care 

providers, visit www.medlineplus.gov or www.ucaoa.org. 

Remember to finish your entire prescription, since 

some illnesses require treatment to continue past the 

time when symptoms go away. Make certain that your 

pharmacy has your current health and prescription 

insurance 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. 

An increasing number of consumers are replacing a trip 

to the pharmacy with a visit to the Internet. While there 

are online pharmacies that provide legitimate prescription 

services, there are also some questionable sites that 

make buying medicines online risky. Do business only 

with a licensed U.S. pharmacy. Check with the National 

Association of Boards of Pharmacy to determine whether 

the site is licensed and in good standing. Visit 

www.nabp.net or call 847-391-4406. 

If you suspect a site is not a licensed pharmacy, report it 

and any complaints to the Food and Drug Administration 

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

ucm059315.htm.
 

Want to know the side effects of a particular medication?
 

Curious whether a drug has been approved by the FDA?
 

For answers to these questions and other information
 

on approved prescription and over-the-counter and
 

discontinued drugs, visit www.accessdata.fda.gov/
 

scripts/cder/drugsatfda. For general drug information,
 

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

MEDICARE PRESCRIPTION 

DRUG COVERAGE 

Medicare offers prescription drug coverage to help senior 

citizens and others who need medical assistance get 

the prescription drugs they need, 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, however. If you aren’t sure whether a drug plan 

is approved by Medicare, call 1-800-MEDICARE (633­

4227). Look for the “Medicare Approved” seal on drug 

discount cards to make sure you are getting the best deal. 

Medicare prescription drug coverage pays expenses 

up to $2,800; once your prescription costs exceeds that 

amount, you will no longer have coverage and will be 

responsible for the full cost of your drugs. However, 

once your out-of-pocket spending reaches $4,550, your 

prescription coverage will kick back in. Any amount of 

prescription drug spending between $2,800 and $4,550 

is called the coverage gap or “Medicare donut hole.” 

Beginning in 2013, if you reach the coverage gap, you will 

automatically get a 52.5% discount on covered brandname drugs and a 14% 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. For 

more information, contact the Centers for Medicare & 

Medicaid Services (p. 100). 

For more information about Medicare, go to 

www.medicare.gov. 

ADVANCE MEDICAL DIRECTIVES 

We all face the possibility that we may become 

incapacitated sometime during our lifetime. This often 

happens when nearing death, but it can also be the result 

of a temporary condition. Many people assume their 

spouses or children will automatically be allowed to make 

financial and/or medical decisions for them, but this is 

not necessarily true. 

Advance directives are written documents that tell your 

doctors what kind of treatment you want if you become 

unable to make medical decisions (for example, if you’re 

in a coma). Forms and laws vary from state to state, so it’s 

a good idea to understand the laws of the state where you 

live when you write advance directives. It’s also a good 

idea to make them before you are very ill. Federal law 

requires hospitals, nursing homes, and other institutions 

that receive Medicare or Medicaid funds to provide 

written information regarding 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 

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 

26 www.USA.gov To contact an organization, use the directory beginning on page 63.
HOUSING 

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’ve chosen to make medical decisions for you. 

It is activated when you’re unconscious or unable to make 

medical decisions, or when you have specified. You need 

to choose someone who meets the legal requirements in 

your state for acting as your agent. State laws vary, but 

most states disqualify anyone 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 

HOUSING 

When choosing among housing options, there are many 

decisions you must make. Should you rent or buy? If you 

buy, what sort of financing should you choose, and what 

type of mortgages is best for you? The U.S. Department 

of Housing and Urban Development (HUD) funds 

housing counseling agencies throughout the country 

to help you make these decisions. These organizations 

can give you advice on buying a home, renting, defaults, 

foreclosures, credit issues, and reverse mortgages. To 

contact the agency nearest you, call 1-800-569-4287 or 

visit www.hud.gov. Homeowners with problems that 

could result in default on their mortgage or foreclosure 

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

If you believe you are being discriminated against 

during your housing search because of your race, color, 

nationality, religion, sex, familial status, or disability, 

contact HUD’s Office of Fair Housing and Equal 

Opportunity (p. 102). 

BUYING A HOME 

Buying a home is one of the most complex financial 

decisions you’ll ever make. In addition to the financial and 

legal issues involved, real estate agents and lenders may 

not be acting in your best interest. 

• Real estate agents represent the seller, not the buyer. 

Consider hiring a buyer’s agent who works for you, not 

for the seller. 

• Get prices on other homes. Knowing the price of other 

homes in a neighborhood will help you avoid paying too 

much. 

• Have the property inspected. Use a licensed home 

inspector to inspect the property carefully before you 

agree to buy it. 

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

any ongoing homeowners association or condo fees. 

For more information, visit www.bankrate.com/finance/ 

real-estate/check-out-hoa-finances-before-buyingcondo-1.aspx. 

Mortgages 

When shopping for a home mortgage, make sure you 

obtain all of the relevant information: 

• Research current interest rates. Check the real estate 

section of your local newspaper, use the Internet, or 

call at least six lenders for information. 

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

mortgages. You may be able to save thousands of 

dollars in interest charges by getting the 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 

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1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 27 

UNDERWATER/UPSIDE-DOWN MORTGAGES 

When describing a mortgage in trouble, the terms 

“underwater” or “upside-down” mean the same thing— 

when the amount of money you still have to pay on the loan is 

more than the actual value of the loan. For more information 

about underwater or upside-down mortgages, visit www. 

makinghomeaffordable.gov/programs/fallen-value-help. 
 

 

 

HOUSING 

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 you will be required to carry PMI? 

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

there is a penalty for doing so. 

There is a long list of sources for mortgage loans: 

mortgage banks, mortgage brokers, banks, thrifts and 

credit unions, home builders, real estate agencies, and 

Internet lenders. 

For more information on home buying and 

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

include the Mortgage Bankers Association at 

www.homeloanlearningcenter.com and 

Neighborworks America’s home ownership 

website at www.keystomyhome.org. 

Mortgage Transfers 

CFPB rules help mortgage borrowers by requiring that 

mortgage companies notify them when their loans 

are transferred to another company. The rules ensure 

that you know who owns your loan, which is important 

information if you have questions or payment disputes or 

want to discuss loan modifications. 

Under these rules, the company that takes over your loan 

must send you a notice within 30 days of acquiring it. 

Even with a new loan owner, the company that “services” 

or handles your loan might not change, and you might 

continue to send your mortgage payments to the same 

address. If that loan servicer changes, you will receive a 

separate notice. 

For more information about servicing companies, read 

the FTC’s publication, Mortgage Servicing: Making Sure 

Your Payments Count at www.ftc.gov/bcp/edu/pubs/ 

consumer/homes/rea10.shtm. 

TYPE OF MORTGAGE PROS CONS 

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

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

If interest rates fall, you could be stuck 

paying a higher rate. 

Adjustable-rate (ARM) 

or variable-rate mortgage 

Usually offers a lower initial rate of interest than 

fixed-rate loans. 

After an initial period, rates fluctuate over 

the life of the loan. When interest rates 

rise, generally so do your loan payments. 

FHA (Federal Housing 

Administration) loans 

Allows buyers who may not qualify for a home 

loan to obtain one with a low down payment. 

The size of your loan may be limited. 

VA loan Guaranteed loans for eligible veterans, active 

duty personnel, and surviving spouses. Offers 

competitive rates, low or no down payments. 

The size of your loan may be limited. 

Balloon mortgage Usually a fixed-rate loan with relatively low 

payments for a fixed period. 

After an initial period, the entire balance 

of the loan is due immediately. This type of 

loan may be risky for some borrowers. 

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

monthly payments for a fixed term. 

After an initial period, the balance 

of the loan is due. This could mean 

higher payments, paying a lump sum, or 

refinancing. 

Reverse mortgage Allows seniors to convert equity in their homes 

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

interest as long as you live in the house. 

Subject to aggressive lending practices 

and false advertising promises, particularly 

by lenders that prey on seniors. Check to 

make sure the loan is Federally insured. 

28 www.USA.gov To contact an organization, use the directory beginning on page 63.

AVOIDING FORECLOSURE 

If you miss your mortgage payments, foreclosure may 

occur. This is the legal means your lender can use 

to repossess your home. If you owe more than your 

property is worth, a deficiency judgment is pursued. 

Both foreclosures and deficiency judgments have a 

negative impact on your future credit. You should avoid 

foreclosure if at all possible. 

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: 
 

HOUSING 

These steps can help: 

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

problems making your payments, call or write to your 

lender’s Loss Mitigation Department immediately. 

Explain your situation. Be prepared to provide financial 

information, such as your monthly income and 

expenses. Without this information, the lender may not 

be able to help you. 

• Stay in your home for now; 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. These 

agencies are valuable resources. 

• Contact Making Home Affordable for help. 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. 

HUD counselors frequently have information on services 

and programs offered by government agencies as well 

as private and community organizations that could help 

you. The housing counseling agency may also offer credit 

counseling. These services are usually free of charge. 

For more information, contact The U.S. Department of 

Housing and Urban Development (p. 102). 

Additional advice, resources, and tips for homeowners 

can be found under Home Equity Loans (p. 16), Insurance 

(p. 33), and Home Improvement and Repairs (p. 29). 

MORTGAGE REFINANCING 

Consider refinancing your mortgage if you can get a 

rate that is at least one percentage point lower than 

your existing mortgage rate and if you plan to keep 

the new mortgage for several years. When comparing 

mortgages, don’t forget to include the extra fees you 

must pay for the new mortgage. You may be able to get 

some fees waived if you are able to refinance with your 

current mortgage holder. 

In addition, the Making Home Affordable Program offers 

opportunities to modify or refinance your mortgage to 

make your monthly payments more affordable. It also 

includes the Home Affordable Foreclosure Alternatives 

Program for homeowners who are interested in a 

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

www.makinghomeaffordable.gov or call 1-888-995­

HOPE (4673). 

MOVING COMPANIES 

Not all moving companies are the same. Although many 

are legitimate, some attempt to take advantage of their 

clients. Follow these guidelines to help you choose the 

right mover: 

Get a written estimate from several movers. Be wary 

of very low estimates. Some companies quote a low price 

to get a contract and later ask for more money before they 

will remove your belongings from their truck. 

Make sure the mover has an operating license. 

For moves from one state to another, visit 

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

For moves within a state, check your state, county, or 

local consumer affairs agency (p. 112). 

Make sure the mover has insurance. If furniture is 

damaged during the move, the mover’s insurance should 

cover it. Ask how to file a complaint if there are limits to 

the coverage. For more information about the levels of 

mover’s insurance coverage, visit 

www.protectyourmove.gov/consumer/awareness/ 

valuation/valuation-insurance.htm. 

Check the mover’s record. Contact your state or 

local consumer protection agency (p. 112) or the Better 

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

of complaints. 

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

file a complaint with the Federal Motor Carrier Safety 

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

www.fmcsa.dot.gov. 

HOME IMPROVEMENT 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 the 

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. 112) or the Better 

Business Bureau (p. 67). 

• Make sure the contractor meets licensing and 

registration requirements. Your state or local consumer 

protection agency (p. 112) 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. Also check with your insurance 

company to find out whether you are covered for any 

injury or damage that might occur. 

HOUSING 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 29 
 

 

HOUSING 

• Insist on a written contract that states exactly what 

work will be done, the quality of materials that will 

be used, warranties, timetables, the names of any 

subcontractors, the total price of the job, and the 

schedule of payments. 

• Try to limit your down payment. Some states have laws 

limiting the amount of down payment required. 

• Understand your payment options. Compare the cost of 

getting your own loan versus contractor financing. 

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

until you are satisfied with the work and know that 

subcontractors and suppliers have been paid. Some 

state laws allow unpaid subcontractors and suppliers 

to put a lien on your home for bills the contractor failed 

to pay. 

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

right to withhold payment to the credit card company 

until problems are corrected (see p. 13). 

Be especially cautious if the contractor: 

• Comes door-to-door or seeks you out 

• Just happens to have material left over from a recent 

job 

• Offers you discounts for finding other customers 

• Quotes a price that’s out of line with other estimates 

• Pressures you for an immediate decision 

• Can only be reached by leaving messages with an 

answering service 

• Drives an unmarked van 

• Has out-of-state license plates 

• Asks you to pay for the entire job up front 

With most home improvements, federal law gives you 

three business days to cancel without penalty. See the 

3-Day Cooling-Off Rule (p. 4). Of course, 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. 16) and 

don’t make your payments, you could lose your home. 

BEWARE: FORECLOSURE RESCUE SCAMS 

Scam artists often target homeowners who are struggling 

to meet their mortgage commitment or are anxious to sell 

their homes. Recognize and avoid common scams: 

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

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

artist who promises to obtain better financing for your 

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

with the option to purchase the home back. However, 

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

agreement, you will lose your money and be evicted like 

any other tenant. 

• Fake “government” modification programs: 

These scams claim to be affiliated with the government 

or require that you pay high fees to benefit from 

government modification programs. Remember that you 

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

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

website names that make consumers think they are 

associated with the government. 

• Refinance fraud: The scam artist offers to be an 

intermediary between you and your mortgage lender to 

negotiate a loan modification. The scam artist may even 

instruct you to make payments directly to him or her, 

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

scam artist will not forward the payments to your lender 

and you could still lose your home. 

• “Eliminate your debt” claims: Some companies may 

make false legal claims that you are not required to repay 

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

can eliminate your debt. Do not believe these claims. 

• Refinance scams: You are encouraged to sign 

“foreclosure rescue” loan documents to refinance your 

loan. In reality, you have surrendered ownership of your 

home because the loan documents are actually deed 

transfer documents. You may falsely believe that your 

home has been saved from foreclosure until you receive 

an eviction notice months or even years later. 

Remember: Foreclosure assistance from a 

HUD-approved housing counselor is free. Visit 

www.makinghomeaffordable.gov or call 1-800-569-4287. 

RENTING/LEASING 

A lease is an agreement that outlines the obligations of 

the owner and the tenants of a house or apartment. It 

is a legally binding document that courts will generally 

uphold in legal proceedings, so it is important for you to 

know the exact terms of the lease agreement before you 

sign it. Before agreeing to lease an apartment to you, a 

landlord may review your credit report, so you may want 

to get a copy before you start your apartment search. 

Some things to look for in a lease: 

• Clauses that allow the landlord to change the terms of 

the lease after it is signed 

• Requirements/responsibilities of the tenants to do 

routine repairs such as lawn maintenance, cleaning, or 

notification about needed repairs 

• 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, and pets 

30 www.USA.gov To contact an organization, use the directory beginning on page 63. 
 

 

 

 

 

 

 

 

 

 

 

INSURANCE 

• Information regarding utility providers, how to arrange 

for service and whether the landlord or tenant is 

responsible for paying the bills (see Utilities, p. 52) 

Read the lease carefully and discuss anything you don’t 

understand or any issues you might have. All landlord 

responsibilities should be stated clearly. 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. 

Check with the Better Business Bureau (p. 67) or your 

local consumer protection office (p. 112) to determine if 

your prospective landlord has any existing complaints 

from previous tenants. 

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. 102). You have one year after the alleged violation to 

file a complaint with HUD, but you should file as soon as 

possible. 

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

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

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

housing at www.hud.gov. HUD (p. 102) offers several 

housing assistance programs for tenants and landlords 

as well as information on rights of residents and 

displaced tenants. 

Ten Tips for Renters 

1.	 The best way to win over a prospective landlord 

is to be prepared by bringing a completed rental 

application with you; written references from 

previous landlords, employers, friends, and 

colleagues; and a current copy of your credit report. 

2.	 Carefully review all of the important conditions of 

the tenancy before you sign. 

3.	 To avoid disputes or misunderstandings with your 

landlord, get everything in writing. 

4.	 Ask about your privacy rights before you sign the 

lease. 

5.	 Know your rights to live in a habitable rental unit— 

and don’t give them up. 

6.	 Keep communication open with your landlord. 

7.	 Purchase renters insurance to cover your valuables. 

See more information under Homeowners/Renters 

Insurance (p. 33). 

8.	 Make sure the security deposit refund procedures 

are spelled out in your lease or rental agreement. 

9.	 Learn whether your building and neighborhood are 

safe, and what you can expect your landlord to do if 

they aren’t. 

10.Know when to fight an eviction notice and when to 

move. Unless you have the law and provable facts 

on your side, fighting an eviction notice is usually 

shortsighted. 

INSURANCE 

General sources of insurance information include the 

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

Information Institute (p. 144), the National Association 

of Insurance Commissioners (p. 145), and your state 

insurance department (p. 130). You can also visit 

www.insure.com. 

When buying any type of insurance (home, life, auto, 

rental, or other), you should: 

• Find out whether your state insurance department 

(p. 130) offers any information concerning insurance 

companies and rates. This is a good way to get a 

feeling for the range of prices and the lowest-cost 

providers in your area. 

• Check several sources for the best deal. Try getting 

quotes online, but be aware that many online services 

may provide prices for just a few companies. An 

independent insurance agent who works with several 

insurers in your area may be able to get you a better 

deal. 

• Make sure the insurance company is licensed and 

covered by the state’s guaranty fund. The fund pays 

claims in case the company defaults. Your state 

insurance department (p. 130) can provide this 

information. 

• Check the financial stability and soundness of the 

insurance company. Ratings from A.M. Best 

(www.ambest.com), Standard & Poor’s 

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

Services (www.moodys.com) are available online and 

at most public libraries. 

• Research the complaint record of the company. Contact 

your state insurance department (p. 130), or visit the 

website of the National Association of Insurance 

Commissioners (www.naic.org), which has a database 

of complaints filed with state regulators. 

• Find out what others think about the company’s 

customer service. Consumers can rate homeowner 

insurance companies at www.jdpower.com/insurance. 

INSURANCE 

1-800-FED-INFO (800-333-4636)	 2013 Consumer Action Handbook 31 
INSURANCE 

• Once you pay your first insurance premium, make sure 

you receive a written policy. This tells you that the agent 

forwarded your premium to the insurance company. If 

you don’t receive a policy within 60 days, contact your 

agent and the insurance company. 

If you suspect fraud, call the National Insurance Crime 

Bureau’s hotline, 1-800-835-6422. For more information, 

check out www.insurancefraud.org. 

AUTO INSURANCE 

The requirements for auto insurance vary from state to 

state. Check with your state insurance regulator (p. 130) 

to learn more about individual requirements as well as 

insurers you may be considering for your policy. 

To get the best coverage at the best price, get several 

quotes from insurance companies; it may save you 

hundreds of dollars a year. Other ways to reduce your 

insurance premium include: 

• Raise your deductible on collision and comprehensive 

coverage. If you have an older car, you might want to 

drop this coverage altogether. 

• Take advantage of discounts. You may be eligible for 

a discount based on the number of miles you drive; 

your age (turning 25 or 50); your good grades if you 

are a student; your driving record (no moving vehicle 

violations or accidents in three years); or if you’ve taken 

a safe-driving course. You might also be able to get 

discounts if you insure more than one vehicle, insure 

your vehicle and your home with the same company, 

have anti-theft devices, or have safety features such as 

air bags or anti-lock brake system. 

You can also find valuable information about car 

ownership in Cars (p. 11), as well as information about 

insurance for rental cars. 

DISABILITY INSURANCE 

Disability can be more disastrous financially than death. 

If you are disabled, you lose your earning power, but you 

still have living expenses and often huge fees for medical 

care. Disability insurance helps you replace lost income. 

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 longterm 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. Better plans pay benefits if you are unable to 

do the usual duties of your own occupation. 

• When do benefits begin? Most plans have a waiting 

period after an illness before payments begin. 

• How long do benefits last? After the waiting period, 

payments are usually available until you reach age 65, 

though shorter or longer terms are also available. 

• What dollar amount is promised? Can benefits be 

reduced by Social Security disability and workers’ 

compensation payments? Are the benefits adjusted 

for inflation? Will the policy provider continue making 

contributions to your pension plan so you have 

retirement benefits when the disability coverage ends? 

For more information on disability insurance, visit 

www.iii.org. 

INSURANCE VOCABULARY 

Claim—a request for your insurance provider to pay for 

services provided by a medical professional 

Co-payment (co-pay)—the amount, set by your 

insurer, that you pay when you receive medical service 

or for a prescription 

Deductible—amount you must pay before your 

insurance company will pay a claim. There are multiple 

types of deductibles, but in general, a lower deducible 

will have a higher-cost policy. 

Explanation of benefits (EOB)—a statement from
 

your health insurance company that shows what
 

claims it has paid on your behalf
 

Visit www.HealthCare.gov for more important
 

definitions related to health insurance.
 

HEALTH INSURANCE 

Affordable Care Act 

The 2010 Affordable Care Act (ACA) puts in place 

comprehensive health insurance reforms that will roll 

out over several years. Most provisions will take effect by 

2014; a timeline is available at healthcare.gov/law/timeline. 

The law is intended to lower health care costs, provide 

more health care choices, and enhance the quality of 

health care for all Americans. Major provisions affecting 

consumers include: 

• Coverage for seniors who hit the Medicare Prescription 

Drug “donut hole,” including a rebate for those who 

reach the gap in drug coverage. 

• Expanded coverage for young adults, allowing them to 

stay on their parents’ plan until they are 26 years old. 

• Providing access to insurance for uninsured 

Americans with pre-existing conditions. 

• Expanded preventive care (for example, wellness 

visits and mammograms) to Medicare and Medicaid 

participants. 

• Medical coverage to children not eligible for care under 

Medicaid. 

32 www.USA.gov To contact an organization, use the directory beginning on page 63. 
INSURANCE 

• In 2013, you can set aside up to $2,500 in a flexible 

spending account (FSA) for medical expenses that 

aren’t covered by insurance. 

For more information about the law as well as 

basic information about health insurance, go to 

www.healthcare.gov. 

Group Policies 

Many consumers have health care coverage from their 

employers. Others have medical care paid through a 

government program such as Medicare (p. 100), Medicaid 

(p. 100), or the Veterans Health Administration (p. 105). 

If you have lost your group coverage from an employer 

as the result of unemployment, death, divorce, or loss of 

“dependent child” status, you may be able to continue 

your coverage temporarily under the Consolidated 

Omnibus Budget Reconciliation Act (COBRA). You, not 

the employer, pay for this coverage. When one of these 

events occurs, you must be given at least 60 days to 

decide whether you wish to purchase the coverage. 

Some states offer an insurance pool to residents who are 

unable to obtain coverage because of a health condition. 

To find out whether a pool is available in your state, check 

with your state department of insurance (p. 130). 

Medicare and Medicaid 

There are also health insurance programs for people who 

are seniors, disabled, or have low incomes. 

•	 Medicaid provides health insurance for people with 

low incomes, children, and pregnant women. Eligibility 

is determined by your state. 

•	 Medicare provides health insurance for people who 

are 65 years or older, some younger people with 

disabilities, and those with kidney failure. 

Contact the Centers for Medicare & Medicaid Services 

(p. 100) 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-KIDS-NOW 

(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 this 

information, as well as report cards on HMOs, by 

visiting www.ncqa.org. 

•	 Preferred provider organizations (PPOs) offer 

lower co-payments like HMOs, but give you more 

flexibility in selecting a provider. A PPO gives you a list 

of providers you can choose from. 

WARNING: If you go outside the HMO or PPO 

network of providers, you may have to pay a portion 

or all of the cost. 

When choosing among different health care plans, you’ll 

need to read the fine print and ask lots of questions, such 

as: 

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

or pharmacy I choose? 

• Are specialists such as eye doctors and dentists 

covered? 

• Does the plan cover special conditions or treatments 

such as pregnancy, psychiatric care, and physical 

therapy? 

• Does the plan cover home care or nursing home care? 

• Will the plan cover all medications my physician may 

prescribe? 

• What are the deductibles? Are there any co-payments? 

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

to cover expenses? 

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

handled? In some plans, you may be required to have a 

third party decide how to settle the problem. 

HOMEOWNERS/RENTERS INSURANCE 

You may be able to save hundreds of dollars a year on 

homeowners insurance by shopping around. You can 

also save money by following these tips: 

• Consider a higher deductible. Increasing your 

deductible by just a few hundred dollars can make a big 

difference in your premiums. 

• Ask your insurance agent about discounts. You may 

be able to get a lower premium if your home has safety 

features such as dead-bolt locks, smoke detectors, an 

alarm system, storm shutters, or fire-retardant roofing 

INSURANCE 

1-800-FED-INFO (800-333-4636)	 2013 Consumer Action Handbook 33 
 

 

INSURANCE 

material. Persons over 55 years of age or long-term 

customers may also be offered discounts. 

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

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

the value of the land when deciding how much 

homeowners insurance to buy, you will pay more than 

you should. 

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

have the right type and amount of insurance. 

• Make certain you purchase enough coverage to replace 

what is insured. “Replacement” coverage gives you the 

money to rebuild your home and replace its contents. 

An “Actual Cash Value” policy is cheaper but pays the 

difference between your property’s worth at the time of 

loss minus depreciation for age and wear. 

• Ask about any special coverage you might need. You 

may have to pay extra for computers, cameras, jewelry, 

art, antiques, musical instruments, stamp collections, 

etc. 

• Remember that flood and earthquake damage are not 

covered by a standard homeowners policy. The cost 

of a separate earthquake policy will depend on the 

likelihood of earthquakes in your area. Homeowners 

who live in areas prone to flooding should take 

advantage of the National Flood Insurance Program 

(p. 102). 

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

insurance on your personal belongings. Purchase a 

separate policy for renters. 

LIFE INSURANCE 

Your need for life insurance will change with changes 

in your life. For example, the arrival of children usually 

triggers a sharp increase in the amount you will need. 

As children grow older and leave the nest, you will 

probably need less protection. You should also consider 

your life insurance policies as you are planning for 

retirement (p. 37). 

Term life insurance policies are the least costly. They 

pay death benefits but have no cash value if you decide 

to stop making payments. As the word “term” suggests, 

these policies are in effect for a specific period—one 

year or until you reach a certain age are common. Visit 

www.accuquote.com for online comparisons of term life 

insurance. 

Whole life, universal life, and other cash value policies 

combine a long-term savings and investment product 

with life insurance. Canceling these policies after only a 

few years can more than double your life insurance costs. 

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 if you believe that
 

you are due a benefit.
 

You can avoid losing your life insurance policy by alerting
 

the policy beneficiaries and filing a copy with your will.
 

LONG-TERM CARE INSURANCE 

Medical advances have resulted in greater 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 (p. 37). 

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 

assisted-living facilities that provide less client care 

than a nursing home? If you want to stay in your home, 

will it pay for care provided by visiting nurses and 

therapists? What about help with food preparation and 

housecleaning? 

• What will the benefit amount be? Most plans are 

written to provide a specific dollar benefit per day. The 

benefit for home care is usually about half the nursing 

home benefit, but some policies pay the same for both 

forms of care. Other plans pay only for your actual 

expenses. 

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

a policy with lifetime benefits, but this can be very 

expensive. Other options for coverage are from one to 

six years. The average nursing home stay is about 2.5 

years. 

•	 Is the benefit adjusted for inflation? If you buy a 

policy 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. See page 26 for 

more information about advance medical directives. 

OTHER INSURANCE 

• Travel Insurance. There are four kinds of travel 

insurance: Travel Cancellation Insurance, Baggage 

or Personal Effects Coverage, Emergency Medical 

Coverage, and Accidental Death. To learn more, a 

helpful website is www.insuremytrip.com. See page 49 

for additional insight on travel concerns and problems. 

• 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. 

Contact your state insurance commission (p. 130) or 

34 www.USA.gov	 To contact an organization, use the directory beginning on page 63. 
 

 

 

INVESTING 

individual insurance companies to find out more about 

purchasing dental and vision insurance. 

• Identity Theft Insurance. This type of insurance 

provides reimbursement to crime victims for the cost 

of restoring their identity and repairing credit reports. 

Some companies now include this as part of their 

homeowners insurance policy; others sell it as a standalone policy. Ask your homeowner policy company for 

information. 

• International Health Care Insurance. A policy 

that provides health coverage no matter where you 

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

can purchase it only for the time you will be out of the 

country. Contact your current health care provider for 

coverage information. 

• Catastrophic Health Care Insurance. A health plan 

that only covers certain types of expensive care, like 

hospitalizations. 

• Liability Insurance. Insurance for what the 

policyholder is legally obligated to pay because of 

bodily injury or property damage caused to another 

person. Search online or ask your personal insurance 

agent for more information. 

• Umbrella Insurance. A policy that supplements the 

insurance you already have for home, auto, and other 

personal property. Umbrella insurance can help cover 

costs that exceed the limits of other policies. 

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, do some homework. 

What is your tolerance for risk? What do you want to 

invest in? Stocks? Bonds? Mutual funds? Do you want to 

open an IRA or buy an annuity? Does your employer offer 

a 401(k)? Remember, every investment involves some 

degree of risk. Most securities are not insured by the 

federal government if they lose money or fail, even if you 

purchase them through a bank or credit union that offers 

federally insured savings accounts. Make sure you have 

answers to all of these questions before you invest: 

• How quickly can you get your money back? 

Stocks, bonds, and shares in mutual funds usually 

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

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

investments, such as limited partnerships, certificates 

of deposit (CDs), or IRAs, often restrict your ability to 

cash out your holdings. 

• What can you expect to earn on your money? 

While bonds generally promise a fixed return, earnings 

on most other securities go up and down with market 

changes. Keep in mind that just because an investment 

has done well in the past, there is no guarantee it will 

do well in the future. 

• What type of earnings can you expect? Will you get 

income in the form of interest, dividends, or rent? Some 

investments, such as stocks and real estate, have the 

potential for earnings and growth in value. What is the 

potential for earnings over time? 

• How much risk is involved? With any investment, 

there is always the risk that you won’t get your money 

back or the earnings promised. There is usually a 

trade-off between risk and reward—the higher the 

potential return, the greater the risk. The federal 

government insures bank savings accounts and backs 

up U.S. Treasury securities (including savings bonds). 

See FDIC on page 106 and the chart on page 7 for 

regulatory information. Other investment options are 

not protected. 

• Are your investments diversified? Some 

investments perform better than others in certain 

situations. For example, when interest rates go up, 

bond prices tend to go down. One industry may 

struggle while another prospers. Putting your money in 

a variety of investment options can help to reduce your 

risk. 

• Are there any tax advantages to a particular 

investment? U.S. Savings Bonds are exempt from 

state and local taxes. Municipal bonds are exempt from 

federal income tax and, sometimes, state income tax as 

well. Tax-deferred investments for special goals, such 

as paying for college and retirement, are available that 

let you postpone or even avoid paying income taxes. 

For more information about investing, check out the 

Securities and Exchange Commission’s (SEC’s) website: 

www.investor.gov. Be sure to note specific tips at 

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, or 

call the SEC toll-free Investor Information Service at 

1-800-732-0330 to obtain free publications and investor 

alerts, or to learn how to file a complaint. 

The Financial Industry Regulatory Authority (FINRA) 

also provides up-to-date market data and information for 

a wide range of stocks, bonds, mutual funds, and other 

INVESTING 

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INVESTING 

securities through its Market Data Center at
 

www.finra.org/marketdata.
 

The following companies rate the financial condition of
 

corporations and municipalities issuing bonds. Their
 

ratings are available online and at many public libraries:
 

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

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

For ratings of mutual funds, consult personal finance 

magazines such as Kiplinger’s Personal Finance, Money, 

Consumer Reports, Smart Money, and Worth. To compare 

expenses, use the FINRA Mutual Fund Expense Analyzer 

at apps.finra.org/fundanalyzer/1/fa.aspx. 

BEWARE: INVESTMENT FRAUD 

Deceptive pitches for investments often misrepresent or 

leave out facts to promote fantastic profits with little risk. 

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

greater risk. Before investing, get written information such 

as a prospectus or annual report. Beware if a salesperson: 

• Encourages you to borrow money or cash in retirement 

funds to invest 

• Pressures you to invest immediately 

• Promises quick profits 

• Says the disclosure documents required by federal law 

are just a formality 

• Tells you to write false information on your account form 

• Sends material with typos or misspellings or not printed 

on letterhead 

• Does not send your money promptly 

• Offers to share inside information 

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

offer,” or “as safe as a CD” 

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

confidential” 

If you need more information or have an investment 

advisor problem you are unable to resolve directly, you can 

contact the SEC (p. 108) or FINRA (p. 144). 

ONLINE TRADING 

Stocks can be bought and sold with a mouse click from a 

wide range of online brokers, often with low transaction 

fees. However, the price of some stocks can instantly go 

from high to low. Online trading is quick and easy, but 

online investing requires research and takes time. Before 

you trade, ask questions and learn how to limit losses in 

this fast-moving marketplace by: 

• Knowing what you’re buying 

• Understanding why you’re buying or selling 

• Being aware of how quickly trading changes during fast 

markets 

Like other purchases, you should set a price limit, to 

avoid buying or selling at prices above or lower than 

you wanted. For more detailed information about online 

investing, visit www.investor.gov. 

FINANCIAL BROKERS AND ADVISORS 

When selecting a broker or investment advisor, research 

the person’s education and professional history as well 

as the firm the person works for. Ask: 

• Has the person worked with others who have 

circumstances similar to yours? 

• Is the person licensed in your state? Your state 

securities regulator (p. 134) lists individuals and firms 

that are registered in your state. Ask whether the 

regulatory office has any other background information. 

You can find out how to reach your state securities 

regulator by visiting www.nasaa.org. 

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

received serious complaints from investors? Call your 

local state securities regulator or the SEC (p. 108). You 

can also check out 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? Does the person get a bonus from his or her firm 

for selling you a particular product? 

• What are the fees for setting up and servicing your 

account? 

Additional organizations that could be helpful are: 

• The Commodity Futures Trading Commission 

(CFTC) provides consumer alerts and advisories. 

Visit www.cftc.gov/ConsumerProtection. The 

CFTC oversees the Reparations Program that 

resolves disputes between commodity customers 

and commodity professionals. You can institute 

“reparations” proceedings against commodity 

professionals registered with the CFTC if they violate 

the anti-fraud or other provisions of the Commodity 

Exchange Act. To ask a question, report information, 

or submit a complaint, contact the CFTC (p. 108). 

• Both the North American Securities Administrators 

Association and the National Futures Association 

(p. 146) can offer helpful information. 

• FINRA (p. 144) provides a dispute resolution program 

among investors, brokers, and brokerage firms. 

36 www.USA.gov To contact an organization, use the directory beginning on page 63. 
INVESTING 

INVESTING IN GOLD AND COMMODITIES 

Many financial experts recommend buying gold as part of 

a balanced portfolio. Some suggest buying only a small 

amount because values can fluctuate; others recommend 

larger investments. 

There are a number of ways to invest in precious metals; 

common ones include bullion, certificates, and coins. 

Most people depend on an investment advisor or 

company to help them choose. Make sure the person 

or company you choose is licensed with your state 

securities administrator (p. 134). If you’re considering 

investing in gold, check the U.S. Mint website at 

www.usmint.gov. Before you purchase coins or coinrelated products, research the seller with your state 

consumer protection office (p. 112) or Better Business 

Bureau (p. 67). 

Commodity futures are an agreement to buy or sell 

a specific quantity of metals, grains, or other foods. 

Anyone who trades or gives advice to the public 

about futures must be registered with the National 

Futures Association (NFA). The CFTC also provides 

additional information about investing in gold and other 

commodities at www.cftc.gov/ConsumerProtection/ 

FraudAwarenessPrevention/CFTCFraudAdvisories. 

TYPE OF INVESTMENT WHAT IS IT? RISK LEVEL 

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

for savings for retirement. Investments may include 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. 

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

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

Contributions are not tax-deductible. 

Risk levels vary 

according to the 

holdings in the IRA. 

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

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

certificate of deposit (CD). 

Low risk. 

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

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

corporate or government debt obligations. 

Low risk. 

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

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

performance of the designated stock or bond index. 

Risk level depends 

on which index the 

fund uses. A bond 

index fund involves 

a lower risk level 

than an index fund 

of emerging markets 

overseas. 

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

rises or falls, so does the value of the stock. 

Medium to high risk. 

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

and/or money market securities. Costs and objectives vary. 

Risk levels vary 

according to the 

holdings in the 

mutual fund. 

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 long-term commitment (up to 20 years). 

Medium to high risk. 

Commodities Physical commodities, such as an agricultural product 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. 

RETIREMENT PLANNING 

Part of smart investing is planning for retirement. The 

average American spends 20 years in retirement, but 

fewer than half of Americans calculate how much they 

need to save for their retirement years. Regardless of your 

age, it’s never too early or too late to start. 

The three major components of a retirement portfolio 

are generally benefits from pensions, savings and 

investments, and Social Security. 

If you are still working and your employer offers a plan, 

find out how it works. If your employer has a 401(k) 

plan and offers to put some money in if you do (called 

a match), this should be the first place where you save. 

Make sure you understand how a job change might 

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INVESTING 
 

 

 

 

INVESTING 

affect your employer-based retirement plan and what 

your options are for saving that money. If you switch jobs 

before you are fully vested, you may lose a significant 

amount of money. 

As you approach retirement, there are many factors to 

consider. Experts advise that you will need about 80% 

of your pre-retirement income in your retirement years. 

The exact amount, of course, depends on your individual 

needs (see Elder Care, p. 25). For example: 

• 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? 

• 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. 34) or to pay for assisted-living services 

(p. 25). 

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 

• Securities and Exchange Commission: 

www.investor.gov 

• Social Security Administration: 

www.socialsecurity.gov 

PROTECTING YOUR PRIVACY 

Identity thieves steal your personal information to commit 

fraud. They can damage your credit status and cost you 

time and money to restore your good name. To reduce 

your risk of becoming a victim, follow these tips: 

• Don’t carry your Social Security card in your wallet 

or write your number on your checks. Only give out your 

SSN when absolutely necessary. 

• Protect your PIN. Never write a PIN on a credit/debit 

card or on a slip of paper kept in your wallet. 

• Watch out for “shoulder surfers.” Use your free hand 

to shield the keypad when typing your passwords on 

computers and at ATMs. 

• Collect mail 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, expired cards, etc., to prevent 

“dumpster divers” (see p. 7) from getting your personal 

information. 

• Store personal information in a safe place at home 

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

• Don’t respond to unsolicited requests for personal 

information in the mail, over the phone, or online. 

• Install firewalls and virus-detection software on your 

home computer. 

• Create complex passwords that identity thieves 

cannot guess easily. For tips on creating secure 

passwords, see p. 40. 

• Check your credit report once a year. Check it more 

frequently if you suspect someone has gained access 

to your account information. See Free Credit Reports 

(p. 12). 

38 www.USA.gov	 To contact an organization, use the directory beginning on page 63. 
PRIVACY 

REPORTING IDENTITY THEFT 

PRIVACY 

If you suspect or become a victim of identity theft, follow 

these steps: 

• Report it to your financial institution. Call the phone 

number on your account statement or on the back of 

your credit or debit card. 

• Report the fraud to your local police. Keep a copy of 

the police report, which will make it easier to prove your 

case to creditors and retailers. 

• Contact the credit reporting bureaus (p. 13) and 

ask them to flag your account with a fraud alert, which 

asks merchants not to grant new credit without your 

approval. 

If your identity has been stolen, you can use an ID Theft 

affidavit to report the theft to most of the parties involved. 

All three credit bureaus and many major creditors accept 

the affidavit. Request a copy of the document by calling 

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

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

file a complaint with the FTC. 

The FTC also publishes a series of publications about the 

importance of personal information privacy. To download 

copies, go to www.ftc.gov or request free copies of 

brochures by calling 1-877-FTC-HELP (382-4357). 

IF YOUR WALLET IS STOLEN 

Your wallet contains some of your most important 

personal items, from hard-earned money to credit cards 

and driver’s license. For an identity thief, your wallet 

offers a treasure trove of personal information. If your 

wallet is lost or stolen: 

•	 File a report with the police immediately. 

•	 Cancel your credit and debit cards and request new
 

cards and account numbers.
 

•	 Report the missing cards to the major credit reporting 

agencies. 

•	 Report your missing license to the department of 

motor vehicles.
 

Visit www.ftc.gov/opa/1996/08/purse.shtm for a
 

complete list of steps you should take.
 

PROTECTING YOUR PRIVACY 

Today, it’s quick and easy to get a credit card approved, 

transfer money from one account to another, renew 

your driver’s license, fill a prescription from your 

doctor at your local pharmacy, use store loyalty cards, 

and purchase products online. But you pay for this 

convenience by providing more opportunities for your 

personal information to be changed, stolen, or reported 

inaccurately. Companies can also use the information 

you have shared to direct their future marketing efforts or 

can sell the information to other companies. 

To help protect your privacy, follow these tips: 

• Look for privacy statements on websites, sales 

materials, and forms you fill out. If a website claims to 

follow a set of established voluntary standards, read 

the standards. Don’t assume it provides the level of 

privacy you want. 

• Ask how your personal information will be stored and 

used. 

• Only provide the purchase date, model/serial numbers, 

and your contact information on warranty registration 

forms. 

• Discuss privacy with others in your home. Everyone, 

even children, should understand what information is 

not appropriate to share on the phone, while using a 

computer, and in other situations. 

Check with your state or local consumer agency (p. 112) to 

find out whether any state laws help protect your privacy. 

Some companies and industry groups have also adopted 

voluntary policies that address privacy concerns. 

CHILD ID THEFT 

Children are especially vulnerable to identity theft. The
 

danger is that child ID theft goes unnoticed for years, until
 

the child becomes an adult and tries to apply for credit or
 

to college. Scam artists use the stolen ID to get credit,
 

jobs, medical care, and more. To
 

protect your child’s future, shred
 

all documents with their personal
 

information. Also check your child’s
 

credit report (if there is a credit
 

report, this is a clue that theft has
 

occurred). For more information
 

contact the FTC (p. 107).
 

FINANCIAL PRIVACY 

The FDIC (p. 106) 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 this information 

will be protected 

• What types of businesses may be provided this 

information 

If a business is going to share the information with 

anyone outside its corporate family, it must also give you 

the chance to “opt out” or say no to information sharing. 

Even if you don’t opt out, your account numbers may not 

be shared with third parties for marketing purposes. 

You cannot prevent certain types of information from 

being shared, including information needed to conduct 

1-800-FED-INFO (800-333-4636)	 2013 Consumer Action Handbook 39 
 

PRIVACY 

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 

under the FCRA. Only people with a legitimate business 

need can get a copy of your report. An employer can 

only get your report with your written consent. For more 

information on your rights under this federal law, and to 

find out how you can get a copy of your credit reports, see 

Credit Reports and Scores on page 13. 

TAX ID THEFT 

Identity theft occurs when someone uses your personal 

information such as your name, Social Security number 

(SSN), or other identifying information, without your 

permission, to commit fraud or other crimes. Usually, an 

identity thief uses a legitimate taxpayer’s identity to file a 

tax return fraudulently and claim a refund early in the 

filing season. 

If you believe someone has used your SSN fraudulently, 

contact the IRS immediately at 1-800-908-4490. You will 

need to fill out the IRS Identity Theft Affidavit, 

Form 14039. For more information, visit 

www.irs.gov/uac/Taxpayer-Guide-to-Identity-Theft. 

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, also known as HIPAA. HIPAA: 

• Defines your rights over your health information 

• Sets rules and limits on who is allowed to receive
 

and/or see your health information
 

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

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

368-1019) is an excellent resource for complete details 

and advice about the HIPAA ruling. The Office for Civil 

Rights 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 

the provider or from the hospital where medical services 

were provided. You will probably be charged a fee to 

cover retrieving and mailing copies to you. 

If you believe that a person, agency, or organization 

covered under the HIPAA Privacy Rule violated your 

health information privacy rights or committed another 

violation of the Privacy Rule, you may be able to file a 

written complaint with the Department of Health and 

Human Services, Office for Civil Rights (p. 98). 

For more information on how the federal government 

protects your personal health information, visit the U.S. 

Department of Health and Human Services, Office for 

Civil Rights website at www.hhs.gov/ocr/privacy. 

CREATE SECURE PASSWORDS 

The number of passwords you need daily can be overwhelming. It is tempting to use the same password across 

several sites; however to get the most protection available, 

you should use different passwords on each site and change 

your passwords periodically. The goal for creating passwords 

is to strike a balance between being something that is easy to 

remember and unique. 

Some general tips for creating a secure password include: 

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

special characters. 

•	 The longer the password, the better it is. 

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

teams, or other facts that are easily guessed. 

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

in time saves nine,” can be translated into the password 

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

phrase. 

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

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

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

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. Signals 

include a screen notice that says you are on a secure 

site, a closed padlock or unbroken key in the bottom 

corner of your screen, or the first letters of the Internet 

address you are viewing change from “http” to “https.” 

Another threat to your privacy is spyware, software that 

is secretly installed when you download screensavers, 

games, music, and other applications. Spyware sends 

information about your online activities to a third party, 

usually to target you with pop-up ads. Browsers like 

Internet Explorer and Firefox, and search engines like 

Google and Bing, enable you to block pop-ups. You 

can also install anti-spyware software to stop this threat 

to your privacy. For more information, see Internet on 

page 41. 

40 www.USA.gov	 To contact an organization, use the directory beginning on page 63. 
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 more difficult to change 

providers for any one service if you’re tied into a longterm contract. Before you buy, compare services and 

prices and think about what you really need. 

INTERNET 

Choosing Service Providers 

To connect your computer to the Internet, you’ll need 

an Internet Service Provider (ISP). Some ISPs are 

large and well known, while others are literally oneperson operations. Some companies limit their service 

to providing Internet access only. Others, such as a 

telephone or cable company, may offer Internet access 

as part of a larger package of services. It is important 

to compare service providers and options to make sure 

you are getting what you want as well as the best deal 

possible to meet your needs. 

If you have limited Internet expertise, you may want to 

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

offer user-friendly startup software that often includes 

features such as a browser, instant messaging, parental 

controls, and pop-up blockers. Many also offer 24-hour 

tech support. However, this convenience results in higher 

monthly user fees. Once you are comfortable with how 

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

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

Consider these factors when selecting a provider: 

• Speed. If you only want to check e-mail and read 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? 

• E-mail. Do e-mail accounts come with the service? 

What will be the storage limit on your mailbox? 

• Software. Is any software required to activate the 

service? 

• Support. What kinds of support are available—phone, 

e-mail, chat, etc.? Is the support free? 

• Special features. What services are provided for 

spam blocking, virus protection, instant messaging, 

and chat rooms? 

• Terms of service. Is there a limit to the amount of data 

you can use per month? 

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

there fees for renting a modem or set up? 

PROTECTING CHILDREN ONLINE 

The Children’s Online Privacy Protection Act requires
 

commercial websites to obtain parental consent before
 

collecting, using, or disclosing personal information from
 

children under age 13. For more information, contact the
 

FTC (p. 107) or visit www.ftc.gov.
 

WiFi (Wireless) 

Going wireless provides you with the freedom to use 

your computer in multiple locations, without dragging 

cables and cords with you. However, with the privilege 

of 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) can’t use your network without your 

knowledge (also known as “piggybacking”). Also, 

computer hackers could use your network to access 

personal information you save or send from your 

computer. This is particularly important if you conduct 

financial transactions online. If you use the wireless 

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

places, there are other precautions you should take to 

protect your privacy. 

At home: 

• Turn on encryption. When you buy a wireless router, 

it is important to turn on the encryption feature. This 

scrambles information that you send over the Internet 

so other people cannot access it. 

• Rename your router. Change the name from the 

default to something only you would know. 

• Change the password. Routers come with a standard 

password. Create a new one with a mix of letters, 

numbers, and special characters. For help creating 

passwords, see page 40. 

TELECOMMUNICATIONS 

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TELECOMMUNICATIONS 

• 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. For more information, 

visit www.ftc.gov/ftc/cookies.shtm. 

On public wireless networks: 

• Don’t assume the network is secure. Most public 

wireless networks don’t encrypt information you 

send. Avoid sending private information from public 

locations. 

• Use encrypted websites. If you must send sensitive 

information from a public network, make certain that 

URL starts with “https” (“s” means secure). Look for 

that on every page you visit. 

• Log off sites after you finish using them rather than 

using “remember me” features. It is better to log in 

again than give away your login credentials to someone 

else on the network. 

For more information about wireless computing, visit 

www.onguardonline.gov. 

BEWARE: SCAREWARE 

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

malicious software was found on your computer, it may 

have been scareware. These messages will persuade 

you that your computer is infected with a virus that you 

can eliminate only by purchasing and installing specific 

software. Don’t follow that advice; shut down your browser 

without clicking on the message. If you believe your 

computer is infected, you should run a scan using a known 

anti-virus software. For more information about scareware 

and protecting your computer, visit 

www.onguardonline.gov. 

Online File Sharing 

Every day, millions of computer users share files online. 

Whether music, games, video, or software, peer-topeer (P2P) file sharing allows users to share all kinds of 

content. To share files, you download special software 

that connects your computer to an informal network 

of other computers running the same software. The 

software is often free and easy to access. 

However, file sharing can have a number of risks. 

For example, when you are connected to file-sharing 

programs, you unknowingly could allow others to copy 

private files you never intended to share. You could 

download material that is protected by copyright laws and 

find yourself mired in legal issues; you could download 

a virus or facilitate a security breach; or you could 

unwittingly download pornography labeled as something 

else. 

To secure the personal information stored on your 

computer, the FTC suggests that you: 

• Set up the file-sharing software very carefully. 

• Be aware of spyware and use a good anti-spyware 

program. 

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

• Use an effective anti-virus program and update it 

regularly. 

• Talk with your family about file sharing. 

For more information on P2P, visit 

www.onguardonline.gov. 

Online Copyright Issues 

Quite simply, it’s illegal to make or download 

unauthorized copies of software or online media, 

such as books, music, and videos. Whether you are 

casually making a few copies for friends, lending disks, 

distributing and/or downloading pirated software via 

the Internet, or buying a single software program and 

then installing it on 100 computers, you are committing 

a copyright infringement. It doesn’t matter whether or 

not you make money doing it. If you or your company 

is caught copying software, you may be held liable 

under both civil and criminal law. If the copyright owner 

brings a civil action against you, the owner can seek to 

stop you from using its software immediately and can 

request monetary damages. The copyright owner can 

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

addition, the government can prosecute you criminally for 

copyright infringement. If convicted, you can be fined up 

to $250,000, sentenced to jail for up to five years, or both. 

For more information, visit the Business Software 

Alliance’s online piracy site, www.bsa.org. 

DO YOU REALLY OWN THOSE SONGS? 

Today many consumers purchase music and e-books 

as digital downloads to play on digital music players 

or mobile devices. However, just because you buy the 

file, doesn’t mean you actually own the song. A media 

service provider sells you a license to listen to your 

downloaded music, but that license may restrict your 

ability to lend, share, transfer, or burn the contents of 

your music library. You may be able to use the songs on 

several devices; the rules vary from provider to provider. 

Before you download or click “I Agree,” know your 

rights under the terms of service agreement. For more 

information about digital copyright, contact the United 

States Patent and Trademark Office (p. 97). 

42 www.USA.gov To contact an organization, use the directory beginning on page 63. 
 

 

 

 

 

 

TELECOMMUNICATIONS 

BUYING TICKETS ONLINE 

When buying tickets online, be mindful of convenience 

or venue fees that can raise the price. Also, be mindful 

of the fine print. Some tickets are tied to your credit 

card, restricting your ability to donate, give them as gifts 

or resell them if you cannot attend because the same 

credit card must be shown at the event venue to enter. 

For more information about restricted ticketing, visit 

fanfreedom.org. 

Preventing Online Fraud 

The Internet gives you easy access to information,
 

entertainment, financial offers, and countless other
 

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

vulnerable to online scammers, identity thieves, and
 

criminals.
 

Online frauds are not limited to fake companies.
 

Thieves will often try to disguise a fraudulent website
 

by giving the site a URL close to the URL of a legitimate,
 

well-known site. Internet criminals try to trick customers
 

of these legitimate sites into sharing their personal
 

information on fake sites, so they can use that information
 

for identity theft or credit card fraud schemes. Some
 

scam artists have even used the IRS name and logo to
 

collect taxpayers’ personal information so they can steal
 

taxpayers’ identity. Visit
 

www.irs.gov/uac/Suspicious-e-Mails-and-Identity-Theft
 

to learn more about tax-related online fraud and how to
 

identify a fraudulent e-mail or website.
 

To guard against Internet fraud, follow these tips:
 

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

•	 Company websites often provide information in 

a section called “About Us.” Some online sellers 

participate in programs, such as BBBOnLine, that help 

resolve problems. Look for a logo or endorsement seal 

on the company website; this indication, however, is not 

a guarantee of the seller’s reliability. 

•	 Check with state and/or local consumer offices. 

• Reading comments from other consumers is 

another way to check the integrity of online sellers. 

Some Internet auction sites post ratings of sellers 

based on buyers’ comments. Beware of too many 

glowing stories the sellers themselves might have 

placed. 

•	 Protect your personal information. Don’t provide it 

in response to an e-mail, a pop-up, or a website you’ve 

linked to from an e-mail or web page. 

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

keep your account open or take advantage of a special 

offer. 

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

a firewall, and update them all regularly. Make sure your 

operating system and web browser are set up properly 

and update them regularly as well. 

•	 Protect your passwords. Don’t share your passwords 

with anyone. Memorize them. 

•	 Don’t take the bait. Don’t reply to e-mail messages 

that claim your credit card information or other personal 

information needs to be updated. 

•	 Back up important files. Copy them onto another 

computer or a removable hard drive such as a flash 

memory stick. 

Learn whom to contact if something goes wrong 

online. Report suspected fraud to your bank, credit card 

company, or relevant authority. 

SOCIAL NETWORKING 

Social networking sites such as Facebook, Twitter, 

LinkedIn, Pinterest, and others continue to gain popularity. 

These sites make it easy to reconnect, stay in touch, and 

even do business. But recent reports involving privacy 

concerns and crimes should make users more careful 

about the information they share. Some tips to consider to 

protect your privacy and safety include: 

• 	 Make your contact information private. 

• 	 Limit who can search your profile from Internet search 

engines. 

• 	 Manage who can view your images; untag photos if 

necessary. 

• 	 Create separate lists to manage who can see the 

information you’ve posted. 

• 	 Be careful about who can see your status updates. 

• 	 Refrain from telling people where you are at any specific 

time. 

• 	 Be cautious about arranging meetings in person with 

online acquaintances. 

• 	 Keep in mind that current or prospective employers may 

be able to see your social network pages and photos. 

For more information go to: 

•	 Federal Communications Commission: 

www.reboot.fcc.gov/consumers 

• 	 Federal Trade Commission: www.onguardonline.gov 

•	 GetNetWise: www.getnetwise.org 

• 	 Internet Keep Safe Coalition: www.ikeepsafe.org 

• 	 i-SAFE: www.i-safe.org 

• 	 National Center for Missing & Exploited Children: 

www.missingkids.com 

• 	 National Crime Prevention Council: 

www.ncpc.org; www.mcgruff.org 

• 	 National Cyber Security Alliance: 

www.staysafeonline.org 

• 	 Wired Safety: www.wiredsafety.org 

For additional information, visit www.ftc.gov or 

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

TELECOMMUNICATIONS 

1-800-FED-INFO (800-333-4636)	 2013 Consumer Action Handbook 43 
TELECOMMUNICATIONS 

The FTC (p. 107) provides tips to help secure your 

computer, guard against Internet fraud, and protect your 

personal information. If you have been the victim of an 

online fraud, report it to the Internet Crime Complaint 

Center at www.ic3.gov. Visit www.onguardonline.gov for 

more information. 

To keep up to date with the latest computer threats, sign 

up for alerts from the U.S. Department of Homeland 

Security at www.uscert.gov. 

Spam 

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

Decrease the number of spam e-mails you receive by 

making it difficult for spammers to get and use your 

e-mail address: 

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

JaneDoe@isp.com. Instead use numbers or other 

digits, such as Jane4oe6@isp.com. 

• Use one e-mail address for close friends and family 

and another for everyone else. Free addresses are 

available from Yahoo!, Gmail, and Hotmail. You can 

also get a disposable forwarding address from 

www.spammotel.com. If an address attracts too 

much spam, get rid of it and establish a new one. 

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

Spammers use software that harvests text addresses. 

Substitute “jane4oe6 at isp.com” for “jane4oe6@isp. 

com,” or display your address as a graphic image, not 

text. 

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

its privacy policy. 

• Uncheck any checked boxes. These often grant the site 

or its partners permission to contact you. 

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

trust the sender. This action tells the sender you are 

there. 

• Never forward chain letters, petitions, or virus 

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

addresses. 

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

from reporting to its sender that you’ve received it. 

• Choose an ISP that filters e-mail. If you get lots of 

spam, your ISP may not be filtering effectively. 

• Use spam-blocking software. Web browser software 

often includes free filtering options. You can also 

purchase special software that will accomplish this 

task. 

• Report spam. Alert your ISP that spam is slipping 

through its filters. The FTC also wants to know about 

“unsolicited commercial e-mail.” Forward spam to 

spam@uce.gov. For more information, visit 

www.ftc.gov/spam. 

BUNDLING, PROMOTIONS, AND DEALS 

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

from the same provider? Buying a bundle of services 

from one provider can be a good deal, but it can also 

make it more difficult to change providers for any one 

service if you’re tied into a long-term contract. 

Special promotions such as introductory pricing may 

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

probably does not include taxes or the cost of extra 

equipment or fees. Ask the provider to explain all the 

one-time, recurring, and special charges, including 

taxes and fees. Get all promises in writing. Ask when the 

special promotions end and what the post-promotion 

cost will be. Also find out whether you have to install any 

special equipment and whether the provider will help 

troubleshoot on the phone if you have any problems. 

Some deals are available only online or by phone. Even 

if you have to order online, call the provider first to ask 

questions. When you are online, review any frequently 

asked questions, minimum system requirements, 

and fine-print terms and conditions. Read the entire 

customer service agreement and print a copy for your 

records. For more information, visit www.ftc.gov/bcp/ 

consumer.shtm. For help deciding on the best values 

from Internet, telephone, and TV service providers; 

filing a complaint; or learning more about consumer 

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

PHONES 

The choices for phone service have never been greater. 

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: 

• Whom do you call most often? 

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

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

mail, or will an answering machine do? 

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

• How important is it for you to have your phone with you 

when you are away from home? 

Find out how each company prices its services. Are there 

minimum use, time-of-day, or distance requirements; flat 

monthly fees; or special plans? For example, wireless 

service may be cheaper than regular local service if you 

don’t make many calls. Make sure you’re comparing 

prices on similar plans and features. Understand that 

many service providers offer contracts for specific 

periods. Read the fine print and ask questions if there is 

anything you’re not clear about. 

44 www.USA.gov To contact an organization, use the directory beginning on page 63. 
 

TELECOMMUNICATIONS 

TELECOMMUNICATIONS 

The FCC (p. 106) offers consumer information 

about choosing a long-distance carrier, 

understanding new phone fees and taxes, and 

more at www.fcc.gov/consumers. The National 

Consumers League also maintains a web page 

(www.nclnet.org/technology/88-telecommunications/228­

understanding-your-phone-bill) to help you understand 

phone charges and recognize fraud. 

BEWARE: CALLER ID SPOOFING 

Scammers have adopted the practice of Caller ID spoofing 

to obtain personal information from consumers. In this 

fraud, someone calls you using a false name and phone 

number for the Caller ID screen. During the call, the 

scammer describes an urgent scenario, such as the 

cancellation of an account. The caller may say you can 

avoid the cancellation if you provide your bank account 

or credit card number to pay the company. If you give the 

sensitive information, the caller can use it to steal your 

identity or use your bank accounts. 

You can prevent being a victim of caller ID spoofing. Don’t 

give out personal information on an incoming call. Hang 

up and call the customer service phone number printed 

on your statement, on the company’s website, or in the 

phonebook. 

Report caller ID spoofers to the Federal Communications 

Commission at fcc.gov/complaints or 1-888-225-5322. 

Slamming and Cramming 

“Slamming” occurs when a phone company illegally 

switches your phone service without your permission. 

If you notice a different company name on your bill or 

see phone charges that are higher than normal, contact 

the company that slammed you and ask to be switched 

back to your original company. Tell the company you 

are exercising your right to refuse to pay charges, then 

report the problem to your original company and ask to be 

re-enrolled in your previous calling plan. 

“Cramming” occurs when companies add charges to 

your phone bill without your permission. These charges 

may be for services such as voice mail, ringtones, or 

subscriptions. You may not notice these monthly charges 

because they are relatively small, $5 to $30, and look like 

your regular phone charges. 

Take These Steps to Avoid Slammers 

and Crammers: 

• Block changes to your phone service. Ask your 

telephone service provider if it offers a blocking or 

account protection service, which usually requires the 

company to notify you before making any changes to 

your service. 

• Read the fine print on contest entry forms and 

coupons. You could be agreeing to switch your phone 

service or to buy optional services. 

• Watch out for impostors. Companies could falsely 

claim to be your regular phone company and offer some 

type of discount plan or change in billing. They may 

also say they are taking a survey or they may pretend to 

be a government agency. 

• Beware of “negative option notices.” You can be 

switched or signed up for optional services unless you 

say “NO” to telemarketers. 

• Examine your telephone bill carefully, including 

pages that show the details, and look for suspicious 

charges. 

Your phone service cannot be shut off for refusal to pay 

for unauthorized services. For help, contact your local or 

state consumer protection agency (p. 112), state public 

utilities commission (p. 138), or the FCC (p. 106). 

Cell Phones 

Before you sign a contract and choose a plan and a 

company that meets your needs, you should ask these 

types of questions: 

Where can you make and receive calls? Most 

providers now offer a choice of local, regional, or national 

plans. A local plan offers low-cost options if most of your 

calls are near your home. Regional plans cover a larger 

geographic area—sometimes several states. If you call 

outside the area covered by these plans, you will pay 

long-distance and roaming charges in addition to the 

airtime used. National plans are the most expensive, but 

they let you use your phone anywhere in the country for a 

single per-minute price. 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 45 
TELECOMMUNICATIONS 

How frequently will you use the phone? If you just 

want a phone for emergencies, an economy plan with a 

few minutes a month may be all you need. On the other 

hand, if your cell phone is your primary phone, a plan 

with the lowest airtime rate is a wiser choice. If you plan 

to use texting, pick a plan that will meet your needs and 

avoid surprises on your bills. Most services allow you to 

upgrade a plan without an added one-time charge. 

Is a family plan option available? You can share one 

cellular service plan and a pool of monthly usage minutes 

among several phone lines. The cost of the additional 

numbers per month is usually less than if you purchased 

individual accounts.
 

Is there a trial period? There are “dead spots” where a
 

cell phone doesn’t work. A trial period lets you test your
 

service and try the features of the phone without incurring
 

a termination fee.
 

Know your options. Make sure you are only buying the
 

options or features you really need. It is always easier to
 

upgrade a plan later if you feel you need another feature.
 

What if you want to cancel your service? Most
 

providers have a penalty. This is a concern if you have to
 

move out of the area covered by your plan.
 

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 more about reading your
 

cell phone bill and how to better monitor your usage.
 

GPS ON YOUR SMARTPHONE 

Retailers can use your phone’s GPS for geofencing— 

sending you coupons and promotions when you are 

near their stores so you’ll buy the items there instead of 

buying the same item online for a possibly cheaper price. 

If you have signed up to receive text messages from 

stores, they may send you an alert with a coupon when 

you are nearby, based on your phone’s GPS. 

MOBILE PAYMENTS USING A DIGITAL 

WALLET 

Paying for your 

purchases using 

a smart phone 

app has become 

more common and 

convenient. In a 

sense you have a 

digital wallet that 

contains your credit 

card numbers, store 

loyalty cards, and 

even digital coupons. 

When you get to the 

checkout counter, 

you pay by swiping 

your phone at the 

checkout. You can also use it online. Before you decide 

to use a digital wallet provider, make certain that your 

phone has the required chip that allows you use the 

mobile payment app. Also find out how the company 

ensures the security of your cards and each transaction. 

Some questions to ask: 

Smart Phones 

Smart phones are like miniature computers; they provide 

basic phone functions, along with advanced features, 

including browsing the Internet, accessing e-mail, 

interacting on online social networks, listening to music, 

watching videos, uploading pictures, and using apps. 

They also allow use of a QWERTY keyboard to make 

texting and e-mailing easy. (The keys are arranged the 

same way they are on a computer keyboard.) 

When shopping for a smart phone, consider these tips: 

• Consider the shape and size of the phone. 

• Make sure you can use the keypad easily to make calls 

and send messages. 

• Do you need to access the Internet with your phone? If 

so, a data plan is required. Find out how much it costs; 

compare options carefully. Data plans govern use and 

costs associated with mobile access for e-mail, text 

messaging, web browsing, social networking, and other 

applications. 

• Take advantage of special pricing and promotions. 

• 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. 

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

or stolen? 

• 	 Are the details of your purchases shared or sold for 

marketing purposes? 

• 	 Is there a PIN to secure access to your digital wallet? 

• 	 Are there other security measures in place 

(encryption of your cards, security codes)? 

• 	 Who is responsible for fraudulent or unauthorized 

purchases, and what is your liability if this happens? 

• 	 How do you dispute a purchase dispute? 

For more information about e-payments, visit 

www.ftc.gov/bcp/edu/pubs/consumer/tech/tec01.shtm. 

46 www.USA.gov	 To contact an organization, use the directory beginning on page 63. 
TELECOMMUNICATIONS 

Since smart phones are like miniature computers, many 

of the same privacy and safety concerns apply; however, 

unlike computers, these devices do not have anti-virus 

software to protect them from malware attacks. For 

more information on how to protect yourself from these 

concerns, see Online Privacy (p. 40) and Internet (p. 41). 

APPS FOR YOUR SMARTPHONE 

“Apps,” short for applications, are tools that help you 

accomplish tasks or find information when you are on 

the go. Apps are designed to work on smart phones and 

may be downloaded or accessed using your phone’s 

web browser. Some apps are designed for specific 

platforms (Android, Blackberry, or iPhone), so be sure 

to purchase apps that are compatible with your phone’s 

software requirements. 

While some apps are free, many of them do charge a 

small fee. Before you click “download,” keep in mind that 

the cost of your purchases is deducted automatically 

from your bank account or charged to your credit card or 

phone bill. Keep track of the amount of money you spent 

on apps to avoid shock when you receive your bill. 

Visit Apps.usa.gov to download free apps from the 

government. Look for some of the consumer apps for 

product recalls, fuel economy, food safety, nutrition, and 

health information. 

Pay-As-You-Go Plans 

If you want cell phone service only for emergencies, 

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

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

prepaid cell phone before you commit to a long-term 

wireless contract. With a prepaid cell phone, there is no 

contract to sign and no monthly bill. You will know exactly 

how much you spend. The downside of prepaid plans is 

that you pay more per minute, and, if you don’t use the 

phone for an extended period, you may lose the money in 

your account. 

TV 

There are many choices for consumers looking to buy 

new televisions today. Before buying a new TV, do your 

homework. It is important to see the monitors in person 

before buying to make sure the one you select will meet 

your needs. For independent ratings and reviews, check 

out Consumer Reports at www.consumerreports.org. 

Additional information is also available at 

www.energystar.gov. 

Cable 

You can start with a basic lineup of channels and go from 

there. The more channels you want, the more it will cost. 

You may want to consider video on demand so you can 

order movies and sports events and watch them when 

you like (usually within a 24-hour window). You can also 

buy a bundle of services that includes digital TV, digital 

phone, and broadband Internet access at discounted 

rates. Bear in mind, however, that you may be asked to 

sign a contract for bundled services. 

Satellite 

This requires a dish that’s mounted outside (service 

requires an unobstructed view of the satellite) and a 

receiver that’s placed by your television. Satellite TV 

offers comparable channels to cable TV, and you can add 

a digital video recorder to record shows for viewing later. 

One downside to satellite TV is occasional interference 

during periods of rain or snow. Check with your satellite 

TV provider for channel options and prices. As with 

cable TV, you may be asked to sign a contract for a 

package of services. 

Internet TV 

If you have a high-speed Internet connection, you’re 

already able to watch thousands of videos on your 

computer. Movies and TV shows are also available and 

becoming more prevalent as large online companies 

start distributing TV programming. You may even be 

able to connect your computer to your television so that 

shows you would normally watch online can project on a 

larger screen. Several services allow Internet streaming 

for a fee, along with free access to shows on network 

websites. 

TELECOMMUNICATIONS 

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TELEMARKETING 

TELEMARKETING AND 

UNWANTED MAIL 

What can you do about the growing pile of unwanted mail 

in your mailbox and unwelcome telemarketers on your 

phone? Actually, there’s a lot you can do: 

• Tell companies you do business with to remove your 

name from customer lists they rent or sell to others. 

Look for information on how to opt out of marketing 

lists on sales materials, order forms, and websites. 

• Use the services provided by the Direct Marketing 

Association (p. 144) to remove your name from most 

national telemarketing, mail, and e-mail lists. 

• Call the credit reporting agencies’ notification system 

at 1-888-567-8688. This will reduce the number of 

unsolicited credit and insurance offers you get. All 

three major credit bureaus participate in this program. 

• Under U.S. Postal Service (USPS) rules, it is illegal to 

send mail that looks like it is from a government agency 

when it isn’t. It is also illegal to send mail that looks like 

a bill when nothing was ordered, unless it clearly states 

that it is not a bill. Report violations of this rule to the 

USPS (p. 108). 

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 three months, you can file a complaint using the same 

web page and toll-free number. 

Placing your number on this national registry will stop 

most telemarketing calls, but not all of them. Calls 

that are still permitted include those from political 

organizations, charities, telephone surveyors, and some 

organizations with which you have a relationship. 

In addition, the standard has always been that 

telemarketers are not allowed to call cell phones. 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 to 

consumers who have not agreed, in writing, to accept 

such messages. Pre-recorded calls may only be made to 

residential telephone numbers in the following cases: 

• Emergency calls needed to ensure your health and 

safety 

• Non-commercial calls 

• Calls that don’t include any unsolicited advertisements 

• Calls by, or on behalf of, tax-exempt nonprofit 

organizations 

• Calls for which you have given prior consent 

• Calls from entities with which you have an established 

business relationship 

If you receive pre-recorded telemarketing calls but have 

not agreed to get them, file a complaint with the FTC at 

www.donotcall.gov or by calling 1-888-382-1222. 

OPTING OUT 

Tired of unwanted e-mail filling up your inbox? You can 

opt out of most unsolicited e-mail lists by going to the 

“unsubscribe” button, usually found at the bottom of 

the message. Some senders make the button difficult to 

find, so you may have to do some searching. 

In addition, the Direct Marketing Association lets 

you opt out of receiving unsolicited commercial mail 

from many national companies for three years. You 

can register with this service for a small fee, but your 

registration only applies to organizations that use the 

association’s Mail Preference Service. To register, go to 

www.dmachoice.org. If you would like to opt out of credit 

and insurance offers, you can call 1-888-567-8688 or go 

online at www.optoutprescreen.com, which is managed 

by the major credit reporting companies. 

TELEMARKETING SALES CALLS 

An FTC rule defines what telemarketers can and cannot 

do when making a sales call. Callers must: 

• Provide the seller’s name 

• Disclose that the call is a sales call 

• Tell you exactly what they’re trying to sell 

• Disclose the total cost and other terms of sale before 

you make any payment for goods or services 

• Tell you if they don’t allow refunds, exchanges, or 

cancellations 

48 www.USA.gov To contact an organization, use the directory beginning on page 63. 
TRAVEL 

If a prize is involved, the caller must give you the odds 

of winning, inform you that no purchase is necessary, 

and tell you how to get instructions for entering without 

buying anything. It’s illegal for telemarketers to: 

• Misrepresent what they’re offering 

• Call before 8 am or after 9 pm 

• Threaten, intimidate, or harass you, or call again if you 

ask them not to 

This FTC rule applies even when you receive a call from 

a telemarketer in another state or country. It also applies 

when you make a call to a company in another state or 

country in response to a mail solicitation. 

The rule generally does not apply when you call to order 

from a catalog or in response to an ad on television or 

radio, or in a magazine or newspaper. It also does not 

apply to solicitations you receive by fax or e-mail. Beware 

that certain types of businesses, including nonprofit 

organizations, investment brokers and advisors, and 

banks and financial institutions, are exempt from the rule. 

If you get a phone call from someone who says he or she 

is with your bank and/or credit company and the person 

asks you to provide or confirm any personal information: 

• Do NOT answer any questions. 

• Hang up immediately. 

• Call your bank or credit company directly and describe 

what happened. 

TRAVEL 

Whether reserving a hotel room, buying plane tickets, or 

making other travel arrangements, these tips will help you 

get the deal you’ve been promised: 

• Plan as far ahead as you can. Special deals on hotel 

rooms and airline seats often sell out very quickly. 

• Be flexible in your travel plans. Hotels usually offer 

better rates on days when they expect fewer guests. 

Once you get a fare quote from an airline, ask if you can 

save money by leaving a day earlier or later, by taking a 

different flight on the same day, or by using a different 

airport. Changing planes during your trip is sometimes 

cheaper than a nonstop flight. 

• Check out the seller. Ask tour operators and 

travel agents whether they belong to a professional 

association, then check to see if they are members in 

good standing. Contact your state or local consumer 

protection agency (p. 112) and the Better Business 

Bureau (p. 67) to find their complaint history. 

• Comparison shop. Determine the complete cost of 

the trip in dollars, including all service charges, taxes, 

processing fees, etc. 

• Beware of unusually cheap prices and freebies. 

These could be a scam, and you could end up paying 

more than the cost of a regular package tour. See 

information on Drip Pricing on p. 2. 

• Make sure you understand the terms of the deal. 

If you hear you’ve won a free vacation, ask whether 

you have to buy something in order to get it. If the 

destination is a beach resort, ask the seller how far the 

hotel is from the beach. Then ask the hotel. 

• Ask about cancellation policies. You may want to 

look into travel insurance for added protection (see 

p. 34). The website www.insuremytrip.com offers 

pricing and policy information on plans from different 

companies and describes the different forms of 

policies available. 

• Insist on written confirmations. Ask for written 

proof of reservations, rates, and dates. 

• Pay by credit card. It’s not unusual to make a deposit 

or even pay in full for travel services before the trip. 

Paying by credit card gives you the right to dispute 

charges for services that were misrepresented or never 

delivered. If a travel agent or service provider says you 

can’t leave for at least two months, be very cautious— 

the deadline for disputing a credit card charge is 60 

days, and most scam artists know this. (See Credit 

Card Billing Disputes, p. 13). 

In some states, travel sellers must be registered and 

insured. Advance payments for travel must be placed 

in an escrow account until services are provided. Prizes 

or “free” gifts may also be regulated. Contact your state 

or local consumer protection agency (p. 112) to find 

out about your rights and how to file complaints. The 

American Society of Travel Agents (p. 143) also helps to 

resolve disputes with member agents. 

RESOLVING 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 earliest flight possible to your destination, at no 

additional charge. If you’re able to find a flight on another 

TRAVEL 

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TRAVEL 

AIRLINE FEES 

Many airlines charge extra fees for checked baggage and 

some charge for carry-ons. Others charge for advance seat 

assignments, meals, unaccompanied minors, and other 

services. The Department of Transportation has ruled that 

an airline must prominently disclose all mandatory taxes and 

fees on their websites. The airline must also refund baggage 

fees if it loses your baggage. In addition, airlines are required 

to include all government taxes and fees in the advertised 

price. However, air carriers may still charge optional fees 

not included in the standard price. Each airline’s fee 

schedule is different, so check with the airline before 

you head to the airport. For more information, go to 

airconsumer.dot.gov/subjects.htm. 

Keep in mind—using frequent flyer points doesn’t 

necessarily mean you are exempt from additional fees. 

When booking a flight using frequent flyer points, airlines 

may still charge you a booking fee or pet fee. 

airline, ask the first airline to endorse your ticket to the 

new carrier. This could save you from a fare increase, but 

there is no rule requiring the airline to do this. 

Each airline has its own policies about what it will do for 

delayed passengers; there are no federal requirements. If 

your flight is delayed or canceled, ask the airline whether 

it will pay for meals or a phone call. Contrary to what 

many people believe, airlines are not required to do so. 

Delayed or Damaged Bags 

If your bags aren’t on the conveyor belt when you arrive, 

file a report with the airline before you leave the airport: 

• Insist the airline fill out a form and give you a copy, even 

if personnel say the bag will be on the next flight. 

• Get the name of the person who filled out the form and 

a phone number. 

• Confirm that the airline will deliver the bag to you 

without charge when it’s found. 

Some airlines will give you money to purchase a few 

necessities. If they don’t provide you with cash, ask what 

types of articles are reimbursable and keep all receipts. 

If a suitcase arrives damaged, the airline may pay for 

repairs if you file a claim immediately (before you leave 

the airport). If an item can’t be fixed, the airline will 

negotiate to pay you its depreciated value. The same is 

true for belongings packed inside a suitcase. 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. 

Lost Bags 

If your bag is declared officially lost, you will have to 

submit a second, more detailed form within a time period 

set by the airline. The information on the form is used 

to estimate the value of your lost belongings. Airlines 

can limit their liability for delay, loss, and damage to 

baggage; however, they must prominently display a 

sign that explains the limit. According to the Office 

of Aviation Consumer Protection and Enforcement 

(airconsumer.ost.dot.gov/SA_Baggage_Limits. 

htm), the maximum an airline pays on lost bags and 

their contents is limited to $3,300 per passenger 

on domestic flights, and approximately $1,500 per 

passenger for unchecked baggage on international 

flights. See www.thetravelinsider.info/travelaccessories/ 

lostbaggagerights.htm for more information on maximum 

liability, including special rates that change daily. 

If the airline’s offer doesn’t cover your loss fully, check 

your homeowners or renters 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’re carrying more than 

the liability limits, you may want to ask about purchasing 

“excess valuation” from the airline when you check in. Of 

course, there is no guarantee the airline will sell you this 

protection. The airline may refuse, especially if the item is 

valuable or breakable. 

Overbooked Flights 

Selling more tickets than there are seats is not illegal. 

Most airlines overbook their flights to compensate for 

“no-shows.” If there are more passengers than seats 

just before a plane is scheduled to depart, you can be 

“bumped” or left behind against your will. Whether you 

are bumped 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. 

Federal rules protect you if you are “bumped” on most 

flights within the United States and on outbound 

international flights. Passengers who are bumped 

involuntarily 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 not able to get you to 

your final destination within two hours of your original 

arrival time, you may be entitled to a maximum of $800 

compensation if you are delayed (that is, more than two 

hours for domestic and four hours for international) from 

your original arrival time. The amount depends on the 

price of the ticket and the length of the delay. To receive 

this payment, you must have a confirmed reservation. You 

must also meet the airline’s deadlines for ticketing and 

check-in. An airline may offer you a free ticket on a future 

flight in place of a check, but you have the right to insist 

on a check. 

50 www.USA.gov To contact an organization, use the directory beginning on page 63.
TRAVEL 

Tarmac Delays 

Under new federal rules, U.S. airlines operating domestic 

flights must allow passengers to deplane after a tarmac 

delay of three hours. The only exceptions allowed are for 

safety or security, or if air traffic control advises the pilot 

otherwise. Carriers are also required to provide adequate 

food and drinking water within two hours of being 

delayed on the tarmac; they must also maintain operable 

lavatories and, if necessary, provide medical attention. 

There are other protections as well, such as prohibiting 

airlines from scheduling chronically delayed flights. For 

more information, go to www.airconsumer.ost.dot.gov, 

and search for Airline Passenger Protections. 

PASSPORTS 

A valid U.S. passport is required to enter and leave most 

foreign countries. The Passport Services Office provides 

information and services to American citizens about how 

to obtain, replace, or change a passport. All American 

citizens must now have a valid U.S. passport to re-enter 

the country, regardless of what nations they have been 

visiting while traveling. For more information on how to 

get a new passport, visit www.travel.state.gov/passport. 

Acceptance facilities include many federal, state, and 

probate courts; post offices; some public libraries; and a 

number of county and municipal offices. There are also 

25 regional passport agencies, and one Gateway City 

Agency, that serve customers who are traveling within 

two weeks (14 days), or who need foreign visas for travel. 

Appointments are required in such cases. 

To obtain a passport for the first time, you need to appear 

in person at one of 7,000 passport acceptance facilities 

located throughout the United States with: 

• Two photographs of you taken within the last six 

months 

• Proof of U.S. citizenship 

• A valid form of photo identification (such as a driver’s 

license) 

Passports can be renewed by mail if the applicant is an 

adult; however, passports for minors must be renewed in 

person. Guidelines for renewing passports as well as the 

appropriate forms can be found at www.travel.state.gov/ 

passport/renew/renew_833.html. 

TRAVEL SAFETY 

Several federal agencies offer advice and information on 

the Internet or mobile apps available at apps.usa.gov 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. 104) at www.dot.gov. Look up crash-safety reports 

on cars or find out how weather is affecting air travel 

and road conditions at www.fly.faa.gov or www.faa.gov/ 

passengers. 

• Safe travel by air, land, and sea: Contact the 

Transportation Security Administration (p. 101) at 

www.tsa.gov/travelers. This site posts tips on dealing 

with airline security checks, traveling with kids, and 

warnings on prohibited items. 

• What to do before, during, and when returning 

from a trip overseas: Visit the U.S. Department of 

State (p. 104) at www.state.gov/travel. You can also get 

warnings on locations to avoid and what to do in an 

overseas emergency. 

• Health-related travel information: Consult the 

Centers for Disease Control and Prevention 

(p. 99) at www.cdc.gov/travel. Research vaccination 

requirements, find information on how to avoid 

illnesses caused by food and water, and review 

inspection scores on specific cruise ships. 

CHECK BUS SAFETY RECORDS 

Some travelers have turned to commercial buses as an 

inexpensive option for traveling long distances. Before 

planning a trip on a commercial bus or hired motorcoach, 

you should research the company’s record. The Federal 

Motor Carrier Safety Administration (FMCSA) recommends 

that you contact the company and ask these questions: 

•	 Do the drivers hold valid Commercial Driver’s Licenses 

with a “passenger” endorsement? 

•	 Does the company comply with the Department of 

Transportation’s drug and alcohol testing requirements for 

drivers? 

•	 Does the company conduct safety inspections of its 

buses? 

You can find more information about the FMCSA’s (p. 104) 

bus safety database and interstate travel safety at 

www.fmcsa.dot.gov/safety-security/pcs/Index.aspx. If you 

want to file a safety complaint, call 1-888-368-7238. 

TRAVEL 

1-800-FED-INFO (800-333-4636)	 2013 Consumer Action Handbook 51 
 

UTILITIES 

UTILITIES 

In many states, consumers can choose their telephone 

and energy service provider. Contact your state utility 

commission (p. 138) to find out whether you have a 

choice. Some commissions will provide a list of service 

providers and advice on making a choice, 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 utilities (electricity, 

gas, water, waste removal, and cable) turned on 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. If you request service, provide as 

much advance notice to the utility company as you can, 

at least one week in advance of the date you need service 

to start. Also, if you are relocating, don’t forget 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; you may be able to 

get a refund of your installation fee. If that doesn’t work, 

contact your state’s utility commission (p. 138). 

BILLING 

Once you have established service, you should start 

receiving your bills at regular intervals, normally monthly 

or quarterly. Utility bills are based on the amount of 

energy or water you actually use. However, if you live in an 

apartment complex, the amount you pay for some utilities 

may be prorated or split, based on a mathematical 

formula, among all of the residents in your community, no 

matter how energy conscious you are; see Renting (p. 30). 

If the amount of energy varies by season, you may decide 

to sign up for a budget billing program. These programs 

allow you to smooth out your monthly payments by 

paying more in lighter-use months, so your bills are still 

manageable in months with heavier use. Contact your 

utility companies to sign up for these programs. To learn 

ways to save on your energy bill, see Going Green (p. 22). 

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 don’t understand or didn’t authorize, 

or if 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. 138) 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. 

WILLS AND FUNERALS 

It’s unfortunate how many people believe that estate 

planning is only for the wealthy. People at all economic 

levels benefit from an estate plan. Upon death, an estate 

plan legally protects and distributes property based on 

your wishes and the needs of your family and/or survivors 

with the fewest tax consequences. 

WILLS 

A will is the most practical first step in estate planning. It 

makes clear how you want your property to be distributed 

after you die. Writing a will can be as simple as typing 

out how you want your assets to be transferred to loved 

ones or charitable organizations after your death. If you 

don’t have a will when you die, your estate will be handled 

in probate, and your property could be distributed 

differently from what you would like. 

It may help to get legal advice when writing a will, 

particularly when it comes to understanding all of the 

rules of the estate disposition process in your state. 

For information about legal issues, see page 58. Some 

52 www.USA.gov To contact an organization, use the directory beginning on page 63. 
WILLS AND FUNERALS 

states, for instance, have community-property laws that 

entitle your surviving spouse to keep half of your wealth 

after you die, no matter what percentage you leave him or 

her. Fees for the execution of a will vary according to its 

complexity. 

CHOOSE AN EXECUTOR 

An executor is the person who is responsible for settling 

the estate after death. Duties of an executor include: 

• Taking inventory of property and belongings 

• Appraising and distributing assets 

• Paying taxes 

• Settling debts owed by the deceased 

Most important, the executor is legally obligated to act 

in the interests of the deceased, following the wishes 

provided by the will. Here again, it 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 hasn’t been convicted of a felony can be 

named executor of a will. Some people choose a lawyer, 

accountant, or financial consultant based on his or her 

professional experience. Others choose a spouse, adult 

child, relative, or friend. Since the role of executor can be 

demanding, it’s often a good idea to ask the person if he 

or she is willing to serve. 

If you’ve been named executor in someone’s will but 

are not able or do not want to serve, you need to file a 

“declination,” which is a legal document that declines 

your designation as an executor. The contingent executor 

named in the will then assumes responsibility. If no 

contingent executor is named, the court will appoint one. 

RULES TO REMEMBER WHEN 

WRITING A WILL 

• In most states, you must be 18 years of age or older. 

• To be valid, a will must be written when you are of 

sound judgment and have adequate mental capacity. 

• The document must clearly state that it is your will. 

• An executor of your will, who ensures your estate is 

distributed according to your wishes, must be named. 

• It is not necessary to notarize or record your will, but 

doing so can safeguard any claims that it is invalid. To 

be valid, you must sign a will in the presence of at least 

two witnesses. 

• A financial will and testament will always supersede 

a last will and testament when bestowing financial 

assets. 

WILLS AND FUNERALS 

WRITE A SOCIAL MEDIA WILL 

Social media are a part of daily life, so what happens 

to the online content you created once you die? If 

you are active online, you should consider creating a 

social media will, or statement of how you would like 

your online identity to be handled. You should appoint 

someone you trust as an online executor. This person 

will be responsible for closing your email addresses, 

social media profiles, and blogs after you are deceased. 

Take these steps to help you write a social media will: 

• Review the privacy policies and the terms and 

conditions of each website where you have a 

presence. 

• State how you would like your profiles to be handled. 

You may want to cancel your profile completely or 

keep it up for friends and family to visit. Some sites 

allow users to create a memorial profile where other 

users can still see your profile but can’t post anything 

new. 

• Give the responsible person a document that lists all 

of the websites where you have a profile, along with 

your usernames and passwords. 

• Stipulate in your will that the online executor should 

have a copy of your death certificate. The online 

executor may need this as proof for websites to take 

any actions on your behalf. 

FUNERALS 

One of the most expensive purchases many consumers 

will ever make is arranging for a funeral. A traditional 

burial, including a casket and vault, costs about $7,000. 

Extras such as flowers, obituary notices, cards, and 

limousines can add thousands of dollars more. At such 

a highly emotional time, many people are easily swayed 

to believe that their decisions reflect how they feel about 

the deceased and wind up spending more than may be 

necessary. 

Most funeral providers are professionals who work 

to serve their clients’ needs and best interests. 

Unfortunately, some do not. They may take advantage 

of clients by insisting on unnecessary services and 

overcharging consumers. That’s why there is a federal 

law, called the Funeral Rule that regulates the actions of 

funeral directors, homes, and services. 

Many funeral providers offer a variety of package 

plans that include products and services that are most 

commonly sold. Keep in mind, you are not obligated 

to buy a package plan; you have the right to buy the 

individual products and services you prefer. As outlined 

by the Funeral Rule: 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 53 
WILLS AND FUNERALS 

THE FUNERAL RULE 

A federal law makes it easier for you to choose only the 

goods and services you want or need when planning a 

funeral, and to pay only for those you select. The Funeral 

Rule, enforced by the FTC, requires funeral directors to 

give you itemized prices in person and, if you ask, over 

the phone. 

• You have the right to choose the funeral goods and 

services you want (with some exceptions). 

• The funeral provider must state this “Rule” in writing 

on the general price list. 

• If state or local law requires you to buy any particular 

item, the funeral provider must disclose it on the price 

list, with a reference to the specific law. 

• The funeral provider may not refuse, or charge a fee, to 

handle a casket that you bought elsewhere. 

• A funeral provider who offers cremations must make 

alternative containers available. 

• 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. 

For more information about the Funeral Rule, visit
 

www.ftc.gov/bcp/edu/microsites/funerals.
 

Planning ahead is the best way to make informed
 

decisions about funeral arrangements. An advance plan
 

also spares your family from having to make choices
 

in the middle of grief and under time constraints.
 

Every family is different, and funeral arrangements are
 

influenced by religious and cultural traditions, budgets,
 

and personal preferences.
 

You are not legally required to use a funeral home to
 

plan and conduct a funeral, but most people find that the
 

services of a professional funeral home make 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’s best to try to resolve 

it first with the funeral director. If you are dissatisfied, 

the Funeral Consumers Alliance (p. 110) may be able to 

advise you on how best to resolve your issue. You can 

also contact your state or local consumer protection 

agencies (p. 112) or the Funeral Service Consumer 

Assistance Program at 1-800-662-7666. Most states have 

a licensing board that regulates the funeral industry. You 

can contact the board in your state for information or 

help. 

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’re 

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.ftc.gov/bcp/edu/ 

pubs/consumer/products/pro19.shtm. 

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 (p. 105) at www.cem.va.gov. 

54 www.USA.gov To contact an organization, use the directory beginning on page 63. 
 

 

FILING A COMPLAINT 

PART II: FILING A COMPLAINT 

FILING A COMPLAINT 

Even the savviest consumer has problems with a good or 

service at one time or another. It is your right to complain 

if you have a genuine consumer problem. It is also your 

responsibility. A problem can’t be fixed if no one knows it 

exists. 

CONTACT THE SELLER 

The first step in resolving a consumer problem is 

contacting the seller. You can solve most consumer 

problems by talking to a salesperson or customer 

service representative. Do this as soon as possible 

because some retailers have time limits on returns and 

refunds. If this doesn’t work, ask for a supervisor or 

manager. If this fails, try going higher up to the national 

headquarters of the seller or the manufacturer of the 

item. Many companies have a special customer relations 

or consumer affairs division whose primary function is 

solving consumer problems. Many companies provide a 

toll-free number or address for this office on the product 

label, warranty, or other papers you received at the time of 

purchase. If this is not the case: 

• Check the Corporate Consumer Directory portion of 

this Handbook for the contact information of several 

hundred corporations (p. 72). 

• Visit the company’s website and look for a “Contact 

Us” link. 

• Dial the directory of toll-free numbers at 1-800-555-1212 

to see whether the company has a toll-free number 

listed. 

• Ask your local librarian to assist you. Most public 

libraries have reference books with contact information. 

• As you do your search, keep in mind that the name 

of the manufacturer or parent company is often 

different from the brand name. The Thomas Register 

of American Manufacturers, a book available at many 

public libraries, lists the manufacturers of thousands of 

products. 

• With each person you contact, calmly and accurately 

explain the problem and what action you would like to 

be taken. A written letter is a good strategy because 

you will have a record of your communication with the 

company. The sample letter (p. 57) will help you prepare 

a written complaint. 

• Be brief and to the point. Note all important facts about 

your purchase, including what you bought, serial or 

model numbers, the name and location of the seller, 

and when you made the purchase. 

• State exactly what you want done about the problem 

and how long you are willing to wait for a response. Be 

reasonable. 

• Don’t write an angry, sarcastic, or threatening letter. 

The person reading your letter probably was not 

responsible for your problem but could be very helpful 

in resolving it. 

• Send your letter as certified mail or request delivery 

confirmation. 

• Include copies of all documents regarding your 

problem. Keep the originals. 

• Provide your name, address, and phone numbers. If 

an account is involved, be sure to include the account 

number. 

• Keep a record of your efforts to contact the seller; 

include the name of the person with whom you spoke 

and what was done, if anything. 

CONTACT THIRD PARTIES 

Don’t give up if you are not satisfied with the seller’s 

response to your complaint. Once you have given the 

seller a reasonable amount of time to respond, consider 

filing a complaint with one or more of these outside 

organizations: 

State or local consumer protection offices 

(p. 112). These government agencies mediate complaints, 

conduct investigations, and prosecute those who break 

consumer laws. 

State regulatory agencies that have jurisdiction over 

the business. For example, banking (p. 126), insurance 

(p. 130), securities (p. 134), and utilities (p. 138) are 

regulated at the state level. 

STEPS TO FOLLOW TO RESOLVE A COMPLAINT 

•	 Before starting, start a file or log to record all contacts and 

documents. 

•	 Contact the seller. 

• 	 Contact the manufacturer. 

•	 Contact industry trade associations. 

•	 Contact local and state consumer protection/regulatory/
 

licensing officers.
 

• 	 Contact the local Better Business Bureau. 

1-800-FED-INFO (800-333-4636)	 2013 Consumer Action Handbook 55 
 

 

 

 

 

 

 

 

FILING A COMPLAINT 

FILE A COMPLAINT USING SOCIAL MEDIA 

Social media offer an alternative to filing a formal consumer 

complaint. The customer relations staff at many major 

corporations monitor posts and complaints about their 

company’s service. Someone may respond to your problem 

quickly, to avoid negative perceptions of their company’s 

performance by other potential customers. While there is no 

guarantee that you’ll get your problem resolved, it can be a 

worthwhile effort. 

Local politicians. Your local and state politicians may 

be able to help you get your complaint addressed. 

State and local licensing agencies. Doctors, lawyers, 

home improvement contractors, auto repair shops, 

debt collectors, and child care providers are required 

to register or be licensed. The board or agency that 

oversees this process may handle complaints and have 

the authority to take disciplinary action. Your state or 

local consumer protection office (p. 112) can help you 

identify the appropriate agency. 

Better Business Bureaus (p. 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 disputes with automobile 

manufacturers through the BBB AUTO LINE program 

(p. 66). 

Trade associations. Companies selling similar products 

or services often belong to an industry association that 

will help resolve problems between its members and
 

consumers (p. 142).
 

National consumer organizations. Some of these
 

organizations assist consumers with complaints. Others 

may be unable to help individuals but are interested 

in hearing about problems that could influence their 

education and advocacy efforts (p. 109). 

Media programs. Local newspapers, radio stations, 

and television stations often have action lines or hotline 

services that try to resolve consumer complaints they 

receive. Call for Action, Inc. is a nonprofit network of 

consumer hotlines that educate and assist consumers 

with consumer problems. For more information, visit 

www.callforaction.org to find your local action office, or 

call 240-747-0225. 

DISPUTE RESOLUTION PROGRAMS 

Some companies and industries offer programs to 

address disagreements between buyers and sellers. The 

auto industry (p. 66) has several of these programs. The 

Financial Industry Regulatory Authority (FINRA) offers 

a program to resolve investment-related disputes (p. 66). 

Some small claims courts also offer a dispute resolution 

program as an alternative to a trial. The American Bar 

Association (p. 142) also publishes a directory of state 

and local dispute resolution programs. 

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. 

Some contracts include a clause that prohibits you 

from taking legal action and require you to engage 

in mandatory arbitration with a company in the case 

of a dispute. The clause may limit your ability to take a 

case to court. Be sure to read contracts carefully to see 

whether they include a mandatory arbitration clause. 

If you do not wish to be prohibited from taking legal 

action if needed, you can choose not to purchase an item 

from the company. If you have no other option, write on 

the contract that you don’t agree with the clause and 

initial next to the statement. 

SMALL CLAIMS COURT 

Small claims courts resolve disputes over small amounts 

of money. While the maximum amount that can be 

claimed differs from state to state, court procedures are 

generally simple, inexpensive, quick, and informal. Court 

fees are minimal, and you often get your filing fee back if 

you win your case. Typically, you will not need a lawyer— 

some states do not permit them. If you live in a state that 

allows lawyers, and the party you are suing brings one, 

don’t be intimidated. Most judges make allowances for 

consumers who appear without lawyers. Even though the 

court is informal, the judge’s decision must be followed. 

If you file a case and win, the losing party should give you 

what the court says you are owed without further action 

on your part. But some losers refuse to follow the court’s 

decision. When this happens, you can go back to court 

and ask for the order to be enforced. Depending on local 

laws, law enforcement officials might sell a person’s 

property or take money from a bank account or business 

cash register. If the person who owes the money receives 

a salary, the court might order an employer to garnish 

(deduct money from) each paycheck to pay you. 

56 www.USA.gov To contact an organization, use the directory beginning on page 63. 
SAMPLE COMPLAINT LETTER 

Keep copies of all of your letters, faxes, e-mails, receipts and related documents. 

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) • describe
 

purchase
 

• name of product, 

serial number 

• include date 

and place of 

purchase 

On (date), I (bought, leased, rented, or had repaired) a (name of 

the product, with serial or model number or service performed) at 


(location, date and other important details of the transaction).
 

• state 

problem 

• give history 

Unfortunately, your product (or service) has not performed 

well (or the service was inadequate) because (state the 

problem). I am disappointed because (explain the problem: 

for example, the product does not work properly, the service 

was not performed correctly, I was billed the wrong amount,
 

something was not disclosed clearly or was misrepresented, etc.).
 

To resolve the problem, I would appreciate your (state the specific action you 

want—money back, charge card credit, repair, exchange, etc.). Enclosed 

are copies (do not send originals) of my records (include receipts, 

guarantees, warranties, canceled checks, contracts, model and serial 

numbers, and any other documents). • ask for 

specific action 

• enclose copies 

of documents 

• allow time 

for action 

• state how you can 

be reached 

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) 

SAMPLE COMPLAINT LETTER 

Download a copy of the sample complaint letter at: 

www.usa.gov/topics/consumer/complaint/complaint-letter.shtml 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 57 
FILING A COMPLAINT 

Check your local telephone book under the municipal, 

county, or state government headings for small claims 

court offices. Ask the clerk how to use the small claims 

court. Before taking your own case to court, observe a 

small claims court session and ask the court whether 

it has information that will help you prepare your 

presentation to the judge. 

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. 

Tips for Choosing an Attorney 

Many lawyers who primarily serve individuals and 

families are general practitioners with experience in 

frequently needed legal services, such as divorce and 

family matters, wills and probate, bankruptcy and debt 

problems, real estate, and criminal and/or personal injury. 

Some have a narrower focus. Be sure the lawyer you are 

considering has experience in the area for which you are 

seeking help. 

Once you’ve identified some candidates: 

• Call each attorney on the telephone, describe your legal 

issue, and find out whether he or she handles your 

situation. 

• Ask if you will be charged for an initial consultation. 

• Ask for an estimate of what the lawyer usually charges 

to handle your kind of case. 

• Ask whether there are hourly charges or your attorney 

accepts a percentage of the settlement as a fee 

contingency. 

The initial consultation is an opportunity for you and 

the lawyer to get to know each other. After listening to 

the description of your case, the lawyer should be able 

to outline your rights and liabilities as well as alternative 

courses of action. The initial consultation is the lawyer’s 

opportunity to explain what he or she can do for you and 

how much it will cost. You should not hesitate to ask 

about the attorney’s experience in handling matters such 

as yours. Also, do not hesitate to ask about the lawyer’s 

fees and the likely results. If you are considering going 

beyond the initial consultation and hiring the lawyer, 

request a written fee agreement before proceeding. 

What If You Can’t Afford a Lawyer? 

If you cannot afford a lawyer, you may qualify for 

free legal help from a Legal Aid or Legal Services 

Corporation (LSC) office. These offices generally offer 

legal assistance for such things as landlord-tenant 

relations, credit, utilities, family matters (for example, 

divorce and adoption), foreclosure, home equity fraud, 

Social Security, welfare, unemployment, and workers’ 

compensation. 

If the Legal Aid office in your area does not handle your 

type of case, it may refer you to other local, state, or 

national organizations that can provide help. Additional 

resources may be found at www.lawhelp.org or 

www.freeadvice.com. 

• To find the Legal Aid office nearest to you, check a 

local telephone directory or contact:
 

National Legal Aid and Defender Association
 

1140 Connecticut Ave., NW, Suite 900
 

Washington, DC 20036
 

Phone: 202-452-0620
 

www.nlada.org 

• To find the LSC office nearest you, check a local 

telephone directory or contact:
 

LSC Public Affairs
 

3333 K St., NW, 3rd Floor
 

Washington, DC 20007
 

Phone: 202-295-1500
 

www.lsc.gov 

Free assistance may also be available from a law school 

program where students, supervised by attorneys, handle 

a variety of legal matters. Some of these programs are 

open to all; others limit their service to specific groups, 

such as senior citizens or low-income persons. Contact 

a law school in your area to find out whether such a 

program is available. 

58 www.USA.gov To contact an organization, use the directory beginning on page 63. 
REPORT FRAUD AND SAFETY HAZARD 

If you suspect a law has been violated, contact your local 

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

may take action or refer you to another state organization 

that has authority where you live. A local law enforcement 

officer 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. 

Throughout Part I of this Handbook, you will find 

references to federal agencies you can contact for more 

information, which is usually the same agency to contact 

with your complaint. You can also find the appropriate 

federal agency by using the Federal Agency Directory 

(p. 96).
 

People who have no intention of delivering what is sold,
 

misrepresent items, sell counterfeit goods, or otherwise
 

try to trick you out of your money are committing fraud.
 

If you suspect fraud, there are some additional steps to
 

take:
 

• Contact the Federal Trade Commission (p. 107). 

Please note—the FTC does not handle individual 

consumer complaints. 

• Report scams that use the mail or interstate delivery 

service to the U.S. Postal Inspection Service (p. 108). 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 safety 

hazard, report the problem to the appropriate federal 

agency: 

• Animal Products. Food and Drug Administration 

(p. 100) 

• Automobiles. National Highway Traffic Safety 

Administration (p. 104) 

• Consumer Household Products. U.S. Consumer 

Product Safety Commission (p. 96) 

• Drugs, Cosmetics, and Medical Devices. Food and 

Drug Administration (p. 100) 

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

Department of Agriculture (p. 96) 

• Household Chemicals. Environmental Protection 

Agency (p. 105) 

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

Department of Commerce (p. 97) 

• Toys, Baby, and Play Equipment. U.S. Consumer 

Product Safety Commission (p. 96) 

PART III: KEY INFORMATION RESOURCES 

KEY INFORMATION RESOURCES 

Federal Citizen Information Center (FCIC) 

FCIC is a one-stop source that provides government 

information and services directly to the public. FCIC 

offers information across various channels, including 

websites USA.gov and GobiernoUSA.gov (in Spanish), 

telephone at 1-888-333-4636, print publications available 

through the Consumer Information Catalog and at 

Publications.USA.gov, and via social media on Facebook 

at www.facebook.com/USAgov, and Twitter @USAgov. 

Center for the Study of Services 

www.checkbook.org Evaluates quality and price for local 

services in major metropolitan areas; see page 109. 

Consumer Reports 

www.consumerreports.org Researches and tests goods 

and services such as automobiles, appliances, food, 

clothing, luggage, and insurance; see page 110. 

Consumer World 

www.consumerworld.org A public service website with 

links to hundreds of consumer resources, corporations 

and government agencies. 

National Institute of Food and Agriculture (NIFA) 

Programs cover food and nutrition, housing, gardening, 

budgeting, using credit, saving for retirement, and more; 

visit www.nifa.usda.gov or www.extension.org. 

See page 96. 

Libraries 

Publications from many of the organizations mentioned 

on this page are available at your local public library or by 

visiting www.publiclibraries.com. 

EMERGENCY PREPAREDNESS 

Disasters can strike in many forms—fires, floods, 

hurricanes, tornadoes, and even national emergencies. 

Protecting yourself, your family, your pets, and your home 

or your business requires advance planning. It is equally 

important to know where to turn for help and information. 

You may even be eligible for government assistance. 

KEY INFORMATION RESOURCES 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 59 
 

KEY INFORMATION RESOURCES 

SERVICES AND RESOURCES FOR CONSUMERS
 

WITH DISABILITIES 

Relay Services: 

Telecommunications relay 

services link telephone 

conversations between 

individuals who use standard 

voice telephones and those who 

use text telephones (TTYs). 

Calls 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 1-866-377-8642. For more information on relay
 

communications or to obtain a brochure on using the FRS,
 

call 1-800-877-0996.
 

Other Services: Consumers who are deaf or hard of
 

hearing, or who have speech impairment and use a TTY, may
 

receive operator and directory assistance for calls by calling
 

1-800-855-1155. Check the introductory pages of your local
 

telephone directory for additional TTY services.
 

There are numerous sources of information to help you 

prepare. To get started, check out these sites: 

• www.disasterassistance.gov 

• www.fema.gov 

• www.ready.gov 

• www.redcross.org 

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. It is also helpful 

to have a home inventory; you can create one online that 

you can access anywhere at www.knowyourstuff.org. 

For more detailed information about financial 

preparation in disasters see the FDIC publication, 

www.fdic.gov/consumers/consumer/news/cnsum11/ 

protectingyourfinances.html. 

FOR TEACHERS 

Teachers often use the Consumer Action Handbook to 

teach essential information about credit, insurance, 

major purchases, complaint letters, saving and investing, 

and other consumer topics. For classroom copies of the 

Handbook, e-mail action.handbook@gsa.gov; include 

the name and address of your school and the number of 

copies you would like to receive. 

FOR PERSONS WITH DISABILITIES 

National Council on Disability 

www.ncd.gov A federal agency whose mission is to 

improve the quality of life for Americans with disabilities 

and their families; see page 107. 

National Disability Rights Network 

www.ndrn.org Provides legally based advocacy services 

for people with disabilities. 

Department of Education 

www.ed.gov Provides training and information to parents 

of disabled children and to people who work with them; 

see page 97. 

Department of Housing and Urban Development 

www.hud.gov/offices/fheo/disabilities Learn more about 

the housing rights of people with disabilities, and the 

responsibilities of housing providers and building and 

design professionals; see page 102. 

National Library Service for the Blind and 

Physically Handicapped 

www.loc.gov/nls Administers a free loan service of 

recorded and Braille books and magazines, music scores 

in Braille and large print, plus specially designed playback 

equipment. 

FOR MILITARY PERSONNEL 

Today’s military families face many common consumer 

challenges as well as the additional stress associated 

with frequent separation. To ease such difficulties, Family 

Centers, along with the other programs described below, 

provide help and support for military families. 

U.S. Military Family Centers 

Located on most military installations, Family Centers 

provide information, life skills education, and support 

services to military members and their families. One 

key function of the Family Center is to link customers 

with appropriate services available in the local 

community and/or through state and federal assistance 

programs such as those related to health and human 

services, school systems, employment assistance, law 

enforcement, and recreation. 

If you cannot locate a Family Center, contact your 

respective military branch’s headquarters office listed 

below. The designation “DSN,” preceding some of the 

phone numbers, refers to the military phone system and 

does not apply to the civilian sector. 

Air Force Community Readiness and 

Family Support 

AF/A1SF 4E235, Force Sustainment Division 

1040 Air Force Pentagon 

Washington, DC 20330-1040 

Phone: 703-697-0067 

www.afcrossroads.com 

60 www.USA.gov To contact an organization, use the directory beginning on page 63. 
 

 

 

KEY INFORMATION RESOURCES 

KEY INFORMATION RESOURCES 

Air Force Crossroads is a comprehensive resource for 

Air Force members and their families relating to nearly 

every aspect of personal and professional life. With 

topics that cover, among others, health and wellness, 

finances, family matters, and recreation, the network 

includes access to the Air Force Spouse Forum, chat 

rooms, an employment forum, a flea market, and links to 

news sources. 

PREDATORY LENDING RESTRICTIONS 

As of October 1, 2007, the Talent-Nelson Amendment to 

the John Warner National Defense Authorization Act 

allows the Department of Defense to regulate the terms 

of payday loans, vehicle title loans, and tax refund loans to 

active-duty service members and their dependents. These 

three products have high interest rates, coupled with short 

payback terms. 

The rule for service members and their dependents limits the 

Military Annual Percentage Rate (MAPR) on these loans to 

36%. All fees and charges should be included in calculating 

the rate. The rule also prohibits contracts requiring the 

use of a check or access to a bank account, mandatory 

arbitration, or unreasonable legal notice. Any credit 

agreement subject to this regulation that fails to comply 

with the regulation is void and cannot be enforced. The rule 

further provides that a creditor or assignee that knowingly 

violates the regulation shall be subject to certain criminal 

penalties. 

The Department of Defense strongly encourages service 

members and their families to choose alternatives that 

specifically help resolve financial crises, rebuild credit 

ratings, and establish savings for emergencies. Payday 

loans, vehicle title loans, and tax refund loans can propel an 

already overextended borrower into a deeper spiral of debt. 

Marine Corps Community Services (MCCS) 

3280 Russell Rd. 

Quantico, VA 22134-5103 

703-784-0275 

DSN: 278-0275 

Toll-free: 1-800-627-4637 

www.usmc-mccs.org 

The Personal and Family Readiness Division (MR) 

provides a number of Marine Corps personnel service 

programs, such as Casualty Assistance, DEERS 

Dependency Determination, Voting Assistance, Postal 

Services, and Personal Claims. 

FedsHireVets 

Veterans Employment Program Office 

U.S. Office of Personnel Management 

1900 E St., NW 

Washington, DC 20415-0001 

Phone: 202-606-5090 

www.fedshirevets.gov 

FedsHireVets is a one-stop resource for federal veteran 

employment information. 

Fleet and Family Support Programs 

Commander, Navy Installations Command 

716 Sicard St., SE Suite 1000 

Washington Navy Yard, DC 20374-5140 

ffsp.navy.mil 

Visit ffsp.navy.mil and submit questions to “Sailor and 

Family Information & Referral”. Response will be provided 

within one business day. The Fleet and Family Support 

Program delivered by Commander, Navy Installations 

Command, provides support, references, information and 

a wide range of assistance for members of the Navy and 

their families to meet the unique challenges of the military 

lifestyle. Up-to-date news, messages, links and resources 

are provided, including assistance with relocation, 

employment, career and benefits, healthy lifestyles, 

casualties, domestic violence, and retirement. 

Family and Morale, Welfare and Recreation 

Command Family Programs 

Directorate, Army Community Service 

4700 King St. 

Alexandria, VA 22302 

Phone: 703-681-5375 

DSN: 761-5375 

MyArmyLifeToo 

www.myarmylifetoo.com 

This portal is the single gateway to comprehensive 

information on the support available to Army personnel 

and families, including resources to strengthen home 

and family life, Army basic training, lifelong learning, 

finances, employment, and relevant news, along with 

links to other key resources. 

U.S. Coast Guard 

2100 Second St., SW, Room 6320 

Washington, DC 20593 

Phone: 202-267-6160 

Toll-free: 1-800-368-5647 (Safety) 

Toll-free: 1-877-669-8724 (Recruiting) 

www.uscg.mil 

The U.S. Coast Guard can provide key resources, 

including core publications, career information, and 

related news, as well as comprehensive background 

about its mission, community services, history, photos, 

and reports. 

Military HOMEFRONT 

www.militaryhomefront.dod.mil 

Military HOMEFRONT is the official Department of 

Defense website for information to help improve the 

quality of life for troops and their families. Members of all 

branches of the military service and their families will find 

reliable, up-to-date details and advice on such topics as 

education, housing, legal matters, parenting, personal 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 61 
62 www.USA.gov To contact an organization, use the directory beginning on page 63. 

KEY INFORMATION RESOURCES
 

finances, pay and benefits, relocation, and health care. 

Military HOMEFRONT also makes it easier for leaders 

to locate official quality-of-life program information and 

resources for its troops and families. In addition, service 

providers can access desk guides, policies, forms, and 

other resources. 

BETTER BUSINESS BUREAU MILITARY LINE 

The BBB Military Line, www.military.bbb.org, offers 

consumer education and advocacy to service members and 

their families. Five service-specific sites contain current 

military-related consumer news as well as links to local BBBs 

and other sites with useful consumer information: 

www.bbb.org/us/army 

www.bbb.org/us/navy 

www.bbb.org/us/airforce 

www.bbb.org/us/usmc 

www.bbb.org/us/uscg 

Users may request reports, file complaints, and sign up for 

a custom consumer newsletter. At the local level, area BBBs 

provide educational briefings for military personnel and their 

families and work with local businesses to promote ethical 

treatment of military consumers. 

Military Sentinel 

www.ftc.gov/sentinel/military 

Military Sentinel is a gateway to consumer education 

materials covering a wide range of consumer protection 

issues, from auto leasing to identity theft and workat-home scams. It allows members of the U.S. Armed 

Forces to enter consumer complaints directly into a 

database that is immediately accessible by over 500 

law enforcement organizations throughout the United 

States, Canada, and Australia. These law enforcement 

agencies use these complaint data to target cases for 

prosecution and other enforcement measures. Members 

of the Judge Advocate General’s staff and others in the 

Department of Defense can also use this information to 

help protect armed services members and their families 

from consumer protection–related problems. 

Military OneSource 

www.militaryonesource.com 

Toll-free: 1-800-342-9647 

Military OneSource is an excellent hub of information 

and assistance for military personnel and their families. 

This 24/7 resource offers a variety of services and tools 

to meet the special needs and improve the lives of service 

men and women, both personally and professionally. 

In addition to in-person counseling and direct links 

to all armed services home sites, Military OneSource 

offers advice and contact information on matters such 

as health, education, training, moving, shopping, legal 

issues, and finances. Podcasts, webinars, discussion 

boards, and news feeds cover special topics and provide 

answers to help resolve problems. 

Commissaries and Exchanges 

Consumers who shop at military commissaries and 

exchanges and who have a question or problem should 

contact the local manager before contacting the regional 

office. If your problem is not resolved at the local level, 

write or call the regional office nearest you. Be sure to 

discuss the problem with the local and regional offices of 

a commissary or exchange before contacting the national 

headquarters. 

Wounded Warrior Resource Center 

www.woundedwarriorresourcecenter.com 

The Wounded Warrior Resource Center (WWRC) 

website provides wounded service members, their 

families, and caregivers with information they need 

concerning military facilities, health care services, and 

benefits. It supports access to the Wounded Warrior 

Resource Call Center and trained specialists who are 

available 24 hours a day, seven days a week by phone at 

1-800-342-9647 or by e-mail at wwrc@militaryonesource. 

com. Information is also available on how to connect to 

other families for support and recreation. 

National Resource Directory 

www.nationalresourcedirectory.gov 

The National Resource Directory provides wounded, ill, 

and injured service members; veterans; their families; 

and those who support them, with a web-based “yellow 

book.” It has information on, and access to, the full range 

of medical and non-medical services and resources 

needed to achieve their personal and professional goals 

across the transitions from recovery to rehabilitation 

to community reintegration. The National Resource 

Directory, an online partnership of the departments of 

Defense, Labor, and Veterans Affairs, provides links to 

the services and resources of federal, state, and local 

government agencies; veterans’ service, nonprofit, 

community-based, and philanthropic organizations; 

professional associations; and academic institutions. 

HELP FROM THE CONSUMER FINANCIAL
 

PROTECTION BUREAU
 

The Consumer Financial Protection Bureau (CFPB) 

offers resources specifically for service members and 

their families. The Office of Service Member Affairs is 

dedicated to helping military personnel to plan for their 

financial futures and protect themselves from frauds 

that are targeted at military communities. 

For more information visit, 

www.consumerfinance.gov/servicemembers. 
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1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook

 

PART IV: CONSUMER ASSISTANCE DIRECTORY 

PART IV: Consumer Assistance Directory 63
 

Automotive Manufacturers 64
 

Better Business Bureaus 67
 

Corporate Consumer Contacts 72
 

Federal Agencies 96
 

Commission on Civil Rights 96
 

Consumer Financial Protection Bureau 96
 

Consumer Product Safety Commission 96
 

Department of: 

Agriculture 96
 

Commerce 97
 

Education 97
 

Energy 98
 

Health and Human Services 98
 

Homeland Security 101
 

Housing and Urban Development 102
 

Interior 102
 

Justice......................................................................................103
 

Labor.........................................................................................103
 

State..........................................................................................104
 

Transportation........................................................................104
 

Treasury...................................................................................104
 

Veterans Affairs 105
 

Environmental Protection Agency 105
 

Equal Employment Opportunity Commission 106
 

Federal Communications Commission 106
 

Federal Deposit Insurance Corporation 106
 

Federal Maritime Commission 106
 

Federal Reserve System 106
 

Federal Trade Commission 107
 

General Services Administration 107
 

National Council on Disability 107
 

National Credit Union Administration 107
 

Office of Personnel Management 107
 

Pension Benefit Guaranty Corporation 108
 

Securities and Exchange Commission 108
 

Small Business Administration 108
 

Social Security Administration 108
 

U.S. Commodity Futures Trading Commission 108
 

U.S. Postal Service 108
 

National Consumer Organizations 109
 

State, County, and City
 

Consumer Protection Offices 112
 

State Banking Authorities 126
 

State Insurance Regulators 130
 

State Securities Administrators 134
 

State Utilities Commissions 138
 

Trade & Professional Associations 142
 

Index 147
 

63 

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. SOCAP 

members are identified in the automotive and corporate 

directories by the SOCAP logo (see Key at right). 

For more information, contact SOCAP (p.146). 

KEY: 

 Email 

SOCAP International Member 

t Provided financial support for the publication 

of the 2013 Consumer Action Handbook. 

TTY Numbers for people with hearing disabilities. 

For more information see the box on p. 59. 

CONSUMER ASSISTANCE DIRECTORY 
64 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

AUTOMOTIVE MANUFACTURERS
 

Contacting Your Automotive Manufacturer 

If you have a problem with a car purchased from a local dealer, first try to work 

it out with the dealer. If the problem is not resolved, contact the manufacturer’s 

regional or national office. Ask for the Consumer Affairs Office. 

If you are still unsuccessful, consider contacting the automotive dispute 

resolution resources listed at the end of this section. The method used to 

resolve your dispute may be mediation, arbitration, or conciliation. Decisions 

of arbitrators are usually binding and must be accepted by both the customer 

and the business. Ask for a copy of the rules of the program before you file 

your case. See page 55 for an overview of dispute resolution programs. 

A local or state consumer agency (p. 112) could also be a useful resource in 

resolving problems with your vehicle. If you have a new vehicle, be sure to ask 

whether you have any protection under a state “lemon” law (p. 10). 

Acura 

1919 Torrance Blvd. 

Mail Stop 500-2N7E 

Torrance, CA 90501-2746 

Toll free: 1-800-382-2238 

www.acura.com 

American Honda Motor Company, 

Inc. 

1919 Torrance Blvd. 

Mail Stop 500-2N-7A 

Torrance, CA 90501-2746 

Toll free: 1-800-999-1009 

www.honda.com 

American Suzuki Motor 

Corporation 

PO Box 1100
 

Brea, CA 92822-1100
 

714-572-1490 (Motorcycle/ATV/Marine)
 

Toll free: 1-800-934-0934 (Automotive)
 

www.suzuki.com 

Audi of America, Inc. 

3800 W. Hamlin Rd. 

Auburns Hills, MI 48326 

Toll free: 1-800-822-2834 

: auditalk@audi.com 

www.audiusa.com 

BMW of North America, LLC 

300 Chestnut Ridge Rd. 

Woodcliff Lake, NJ 07677-7731 

201-307-4000 

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 

TTY: 1-800-735-2900 

www.buick.com 

Cadillac 

PO Box 33169 

Detroit, MI 48232-5169 

Toll free: 1-800-458-8006 

TTY: 1-800-255-2683 

www.cadillac.com 

Chevrolet 

PO Box 33170 

Detroit, MI 48232-5170 

Toll free: 1-800-222-1020 

TTY: 1-800-735-2988 

www.chevrolet.com 

Chrysler Group, LLC 

PO Box 21-8004 

Auburn Hills, MI 48321-8004 

Toll free: 1-800-247-9753 

www.chrysler.com 

Dodge 

PO Box 21-8007 

Auburn Hills, MI 48321-8007 

Toll free: 1-800-423-6343 

www.dodge.com 

Ferrari North America, Inc. 

250 Sylvan Ave. 

Englewood Cliffs, NJ 07632 

201-816-2600 

Toll free: 1-866-551-2828 

: support@ferrarisupport.com 

www.ferrari.com 

Ford Motor Company 

PO Box 6248 

Dearborn, MI 48126 

Toll free: 1-800-392-3673 

TTY: 1-800-232-5952 

www.ford.com 

GMC 

PO Box 33172 

Detroit, MI 48232-5172 

Toll free: 1-800-462-8782 

TTY: 1-800-735-2988 

www.gmc.com 

Harley-Davidson 

3700 W. Juneau Ave. 

Milwaukee, WI 53208 

Toll free: 1-800-258-2464 

www.harley-davidson.com 

Hyundai Motor America 

PO Box 20850 

Fountain Valley, CA 92728-0850 

714-965-3000 

Toll free: 1-800-633-5151 

: consumeraffairs@hmausa. 

com 

www.hyundaiusa.com 

Infiniti 

See: Nissan North America, Inc. 

Toll free: 1-800-662-6200 

www.infiniti.com 

Isuzu Motors America, Inc. 

1400 S. Douglass Rd., Suite 100 

Anaheim, CA 92806 

714-935-9300 

Toll free: 1-800-255-6727 

www.isuzu.com 

Jaguar Cars 

Customer Relationship Center 

555 MacArthur Blvd. 

Mahwah, NJ 07430-2327 

Toll free: 1-855-524-8278 

www.jaguarusa.com 

Jeep 

See: Chrysler Group, LLC 

Toll free: 1-877-426-5337 

www.jeep.com/en 

Kia Motors America, Inc. 

PO Box 52410 

Irvine, CA 92619-2410 

Toll free: 1-800-333-4542 

www.kia.com 

Land Rover 

Customer Relationship Center 

555 MacArthur Blvd. 

Mahwah, NJ 07430 

Toll free: 1-800-637-6837 

www.landroverusa.com 

Lexus 

PO Box 2991 

Mail Drop L201 

Torrance, CA 90509-2991 

Toll free: 1-800-255-3987 

Lincoln 

See: Ford Motor Company 

Toll free: 1-800-521-4140 

www.lincoln.com 
1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 65 

AUTOMOTIVE MANUFACTURERS
 

Mazda North American 

Operations 

PO Box 19734 

Irvine, CA 92623-9734 

Toll free: 1-800-222-5500 

www.mazdausa.com 

Mercedes Benz, USA, LLC 

Three 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 90630-998 

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 

TTY: 1-800-833-9935 

: cac@oldsmobile.com 

www.oldsmobile.com 

Peugeot Motors of America, Inc. 

Overlook at Great Notch 

150 Clove Rd. 

Little Falls, NJ 07424 

973-812-4444 

: customerservice@ 

peugeotusa.net 

www.peugeot.com 

Pontiac 

See: GMC 

Toll free: 1-800-762-2737 

TTY: 1-800-833-9935 

www.pontiac.com 

Porsche Cars North America, Inc. 

Owner Relations 

980 Hammond Dr., Suite 1000 

Atlanta, GA 30328 

Toll free: 1-800-767-7243 

www.porsche.com/usa 

Saab Automobile USA 

Toll free: 1-800-955-9007 

www.saabusa.com 

Saturn 

Customer Service Center 

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 

Toyota Motor Sales U.S.A., Inc. 

Department WC 11 

19001 S. Western Ave. 

Torrance, CA 90501 

310-468-4000 

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 

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 

AUTOMOTIVE 
 

AUTOMOTIVE DISPUTE RESOLUTION PROGRAMS 

Contacting Automotive 

Dispute Resolution 

Programs 

An automotive dispute resolution 

program is another resource 

to consult if you need to solve 

a problem with your car’s 

manufacturer or dealership. 

If you have been unable to 

reach an agreement with 

your manufacturer, consider 

contacting the automotive dispute 

resolution resources listed here. 

The method used to resolve 

your dispute may be mediation, 

arbitration, or conciliation. 

Decisions of arbitrators are 

usually binding and must be 

accepted by both the customer 

and the business. Ask for a copy 

of the rules of the program before 

you file your case. 

Read the contract that you signed 

when you purchased your car. 

Manufacturers and dealers 

may have included a clause 

that requires you to agree to 

mandatory arbitration, waiving 

your right to sue or settle a 

disagreement in a court of law. 

66 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Automotive Dispute
 

Resolution Programs
 

BBB AUTO LINE 

Council of Better Business 

Bureaus, Inc. 

3033 Wilson Blvd., Suite 600 

Arlington, VA 22201-3863 

703-276-0100 

Toll free: 1-800-955-5100 

: info@cbbb.bbb.org 

www.bbb.org 

Third-party dispute resolution 

program for automobile 

manufacturers. 

Consumer Financial 

Protection Bureau 

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 supervises and accepts 

complaints related to your vehicle 

loans and financing problems. Contact 

this agency if you encountered 

problems while shopping for or 

managing your vehicle loan. 

DOT Auto Safety Hotline 

1200 New Jersey Ave., SE., West Bldg. 

Washington, DC 20590 

Toll free: 1-888-327-4236 

TTY: 1-800-424-9153 

www.nhtsa.gov/Contact 

Consumers can contact the DOT Auto 

Safety Hotline to report safety defects 

in vehicles, tires, and child safety 

seats. Information is available about air 

bags, child safety seats, seat belts, and 

general highway safety. Consumers 

who experience a safety defect in their 

vehicle are encouraged to report the 

defect to the Hotline in addition to the 

dealer or manufacturer. 

Motorist Assurance Program 

(MAP) 

201 Park Washington Ct. 

Falls Church, VA 22046 

703-538-3557 

: map@motorist.org 

www.motorist.org 

MAP accredits those auto repair 

shops that apply and follow industry 

developed standards for inspecting 

vehicles as well as meet other 

requirements. MAP handles inquiries 

and disputes between accredited 

shops and customers. MAP also 

offers information to consumers about 

how to locate a repair shop, talk to a 

technician, and work successfully with 

auto repair shops. 

National Center for Dispute 

Settlement (NCDS) 

43230 Garfield Rd., Suite 130 

Clinton Township, MI 48038 

586-226-2470 

: info@ncdsusa.org 

www.ncdsusa.org 

NCDS is a neutral administrator of 

the dispute resolution process. NCDS 

facilitates the process under their 

rules, but is not the decision maker, 

rather the decision is made by an 

independent arbitrator. 
BETTER BUSINESS BUREAUS
 

Contacting Your Local Better Business Bureau 

Better Business Bureaus (BBBs) are non-profit organizations that encourage 

honest advertising and selling practices, and are supported primarily by local 

businesses. BBBs offer a variety of consumer services, including consumer 

education materials; business reports, particularly unanswered or unsettled 

complaints or other problems; mediation and arbitration services; and 

information about charities and other organizations that are seeking public 

donations. They also provide ratings (A, B, C, D, or F) of local companies to 

express the BBB’s confidence that the company operates in a trustworthy 

manner and demonstrates a willingness to resolve customer concerns. 

Complaints should be submitted in writing so that an accurate record exists of 

the dispute. The BBB will then present the complaint to the company involved. 

If the complaint is not resolved, the BBB may offer an alternative dispute 

settlement process. BBBs do not judge or rate individual products or brands, 

handle employer/employee wage disputes, or give legal advice. 

If you need help with a consumer question or complaint, call your local BBB or 

visit its website. 

BBBOnLine (www.bbb.org/online) provides Internet users an easy way to 

verify the legitimacy of online businesses. Companies carrying the BBBOnLine

seal have been checked out by the BBB and agree to resolve customer concerns. 

The Council of Better Business Bureaus, the umbrella organization for the 

BBBs, can assist with complaints about the truthfulness and accuracy of 

national advertising claims, including children’s advertising; provide reports 

on national soliciting charities; and help to settle disputes with automobile 

manufacturers through the BBB Auto Line program (p. 66). 

Council 

Arlington 

3033 Wilson Blvd., Suite 600 

Arlington, VA 22201 

703-276-0100 

Alabama 

Birmingham 

1210 S. 20th St. 

Birmingham, AL 35205 

205-558-2222 

Cullman 

202 1st Ave., SE, Suite I 

Cullman, AL 35055 

256-775-2917 

Dothan 

1971 S. Brannon Stand Rd., Suite 1 

Dothan, AL 36305 

334-794-0492 

Huntsville 

210A Exchange Pl. 

Huntsville, AL 35806 

256-533-1640 

Mobile 

960 S. Schillinger Rd., Suite I 

Mobile, AL 36695 

251-433-5494 

Montgomery 

4750 Woodmere Blvd., Suite D 

Montgomery, AL 36107 

334-273-5530 

Alaska 

Anchorage 

341 W. Tudor Rd., Suite 209 

Anchorage, AK 99503 

907-562-0704 

Arizona 

Phoenix 

4428 N. 12th St. 

Phoenix, AZ 85014-4585 

602-264-1721 

Prescott 

1569 W. Gurley St. 

Prescott, AZ 86305 

928-772-3410 

Tucson 

5151 E. Broadway Blvd., Suite 100 

Tucson, AZ 85711 

520-888-5353 

Arkansas 

Little Rock 

12521 Kanis Rd. 

Little Rock, AR 72211 

501-664-7274 

California 

Bakersfield 

1601 H St., Suite 101 

Bakersfield, CA 93301 

661-322-2074 

Culver City 

6125 Washington Blvd., 3rd Floor 

Culver City, CA 90232 

310-945-3166 

Fresno 

4201 W. Shaw Ave., Suite 107 

Fresno, CA 93722 

559-222-8111 

Long Beach 

3363 Linden Ave., Suite A 

Long Beach, CA 90807 

562-216-9242 

Los Angeles 

315 N. La Cadena Dr. 

Colton, CA 92324 

909-825-7280 

Oakland 

1000 Broadway, Suite 625 

Oakland, CA 94607 

510-844-2000 

Placentia 

550 W. Orangethorpe Ave. 

Placentia, CA 92870 

714-985-8922 

Sacramento 

3075 Beacon Blvd. 

West Sacramento, CA 95691 

916-443-6843 

San Diego 

5050 Murphy Canyon Rd., Suite 110 

San Diego, CA 92123 

858-496-2131 

San Jose 

1112 S. Bascom Ave. 

San Jose, CA 95128 

408-278-7400 

Santa Barbara 

PO Box 129 

Santa Barbara, CA 93101 

805-963-8657 

Stockton 

11 S. San Joaquin St., 8th Floor 

Stockton, CA 95202 

209-948-4880 

BETTER BUSINESS BUREAUS 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 67 
BETTER BUSINESS BUREAUS
 

Colorado 

Colorado Springs 

25 N. Wahsatch Ave. 

Colorado Springs, CO 80903 

719-636-1155 

Denver 

1020 Cherokee St. 

Denver, CO 80204-4039 

303-758-2100 

Fort Collins 

8020 S. County Rd. 5, #100 

Fort Collins, CO 80528 

970-484-1348 

Connecticut 

Wallingford 

94 S. Turnpike Rd. 

Wallingford, CT 06492-4322 

203-269-2700 

Delaware 

Wilmington 

60 Reads Way 

New Castle, DE 19720 

302-221-5255 

District Of Columbia 

Washington 

1411 K St., NW, Suite 1000 

Washington, DC 20005-3404 

202-393-8000 

Florida 

Clearwater 

2655 McCormick Dr. 

Clearwater, FL 33759 

727-535-5522 

Jacksonville 

4417 Beach Blvd., Suite 202 

Jacksonville, FL 32207 

904-721-2288 

Miami 

14750 N.W. 77 Ct., Suite 317 

Miami Lakes, FL 33016 

305-827-5363 

Orlando 

1600 S. Grant St. 

Longwood, FL 32750 

407-621-3300 

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 31201-3495 

478-742-7999 

Savannah 

6555 Abercorn St., Suite 120 

Savannah, GA 31405-5817 

912-354-7521 

Hawaii 

Honolulu 

1132 Bishop St., Suite 615 

Honolulu, HI 96813 

808-536-6956 

Idaho 

Boise 

1200 N. Curtis Rd. 

Boise, ID 83706 

208-342-4649 

Idaho Falls 

453 River Pkwy. 

Idaho Falls, ID 83402 

208-523-9754 

Illinois 

Chicago 

330 N. Wabash Ave., Suite 3120 

Chicago, IL 60611-7621 

312-832-0500 

Peoria 

112 Harrison St. 

Peoria, IL 61602 

309-688-3741 

Rockford 

401 W. State St., Suite 500 

Rockford, IL 61101 

815-963-2222 

Indiana 

Evansville 

3101 N. Green River Rd., Suite 410 

Evansville, IN 47715 

812-473-0202 

Fort Wayne 

4011 Parnell Ave. 

Fort Wayne, IN 46805 

260-423-4433 

Indianapolis 

151 N. Delaware St., Suite 2020 

Indianapolis, IN 46204-2599 

317-488-2222 

Merriville 

7863 Broadway, Suite 124 

Merriville, IN 46410 

219-227-8400 

Osceola 

10775 McKinley Hwy., Suite B 

Osceola, IN 46561 

574-675-9315 

Iowa 

Bettendorf 

2435 Kimberly Rd., Suite 260 N 

Bettendorf, IA 52722-4100 

563-355-6344 

Des Moines 

505 5th Ave., Suite 950 

Des Moines, IA 50309 

515-243-8137 

Kansas 

Wichita 

345 N. Riverview St., Suite 720 

Wichita, KS 67203 

316-263-3146 

Kentucky 

Lexington 

1390 Olivia Ln., Suite 100 

Lexington, KY 40511 

859-259-1008 

Louisville 

844 S. 4th St. 

Louisville, KY 40203 

502-583-6546

68 www.USA.gov 
1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 69

BETTER BUSINESS BUREAUS

Louisiana

Alexandria

5220-C Rue Verdun

Alexandria, LA 71303

318-473-4494

Baton Rouge

748 Main St.

Baton Rouge, LA 70802

225-346-5222

Houma

801 Barrow St., Suite 400

Houma, LA 70360

985-868-3456

Lafayette

4007 W. Congress St., Suite B

Lafayette, LA 70506

337-981-3497

Lake Charles

2309 E. Prien Lake Rd.

Lake Charles, LA 70601

337-478-6253

Monroe

1900 N. 18th St., Suite 411 

Monroe, LA 71201

318-387-4600

New Orleans

710 Baronne St., Suite C

New Orleans, LA 70113

504-581-6222

Shreveport

2006 E. 70th St.

Shreveport, LA 71105

318-797-1337

Maryland

Baltimore

502 S. Sharp St., Suite 1200

Baltimore, MD 21201

410-347-3990

Massachusetts

Marlborough

290 Donald Lynch Blvd., Suite 102

Marlborough, MA 01752

508-652-4800

Worcester

340 Main St., Suite 802

Worcester, MA 01608

508-755-2548

Michigan

Detroit

26777 Central Park Blvd., Suite 100

Southfield, MI 48076-4163

248-223-9400

Grand Rapids

40 Pearl St., NW, Suite 354

Grand Rapids, MI 49503

616-774-8236

Minnesota

Minneapolis/ St. Paul

220 S. River Ridge Circle 

Burnsville, MN 55337

651-699-1111

Mississippi

Jackson

505 Avalon Way, Suite B

Jackson, MS 39047

601-398-1700

Missouri

Kansas City

8080 Ward Pkwy., Suite 401

Kansas City, MO 64114

816-421-7800

Springfield

430 S. Glenstone Ave., Suite A

Springfield, MO 65802

417-862-4222

St. Louis

211 N. Broadway, Suite 2060

St. Louis, MO 63102

314-645-3300

Nebraska

Lincoln

3633 O St., Suite 1

Lincoln, NE 68510

402-436-2345

Omaha

11811 P St.

Omaha, NE 68137

402-391-7612

Nevada

Las Vegas

6040 S. Jones Blvd.

Las Vegas, NV 89118

702-320-4500

Reno

4834 Sparks Blvd., Suite 102

Sparks, NV 89436

775-322-0657

New Hampshire

Concord

48 Pleasant St.

Concord, NH 03301

603-224-1991

New Jersey

Trenton

1700 Whitehorse-Hamilton Square Rd.

Suite D-5

Trenton, NJ 08690-3596

609-588-0808

New Mexico

Albuquerque

2625 Pennsylvania St., NE, Suite 2050

Albuquerque, NM 87110-3658

505-346-0110

Farmington

308 N. Locke Ave.

Farmington, NM 87401-5855

505-326-6501

New York

Buffalo

100 Bryant Woods S

Amherst, NY 14228

716-881-5222

Farmingdale

399 Conklin St., Suite 300

Farmingdale, NY 11735

212-533-6200 

New York

30 E. 33rd St., 12th Floor

New York, NY 10016

212-533-6200

Tarrytown

150 White Plains Rd., Suite 107

Tarrytown, NY 10591-5521

212-533-6200

BETTER BUSINESS BUREAUS
70 www.USA.gov 

BETTER BUSINESS BUREAUS

North Carolina

Asheville

112 Executive Park

Asheville, NC 28801

828-253-2392

Charlotte

13860 Ballantyne Corporate Place

Suite 225

Charlotte, NC 28277

704-927-8611

Greensboro

3608 W. Friendly Ave.

Suite 212

Greensboro, NC 27410-4895

336-852-4240

Raleigh

5540 Munford Rd., Suite 130

Raleigh, NC 27612-2655

919-277-4222

Winston-Salem

500 W. 5th St., Suite 202

Winston-Salem, NC 27101-2728

336-725-8348

Ohio

Akron

222 W. Market St.

Akron, OH 44303

330-253-4590

Canton

1434 Cleveland Ave., NW

Canton, OH 44703

330-454-9401

Cincinnati

Seven W. 7th St., Suite 1600

Cincinnati, OH 45202

513-421-3015

Cleveland

2800 Euclid Ave., 4th Floor

Cleveland, OH 44115

216-241-7678

Columbus

1169 Dublin Rd.

Columbus, OH 43215-1005

614-486-6336

Dayton

15 W. 4th St., Suite 300

Dayton, OH 45402-1830

937-222-5825

Lima

219 N. McDonel St.

Lima, OH 45801

419-223-7010

Toledo

Integrity Place

7668 King's Pointe Rd.

Toledo, OH 43617

419-531-3116

Youngstown

International Towers

25 Market St.

Youngstown, OH 44503

330-744-3111

Oklahoma

Oklahoma City

17 S. Dewey St.

Oklahoma City, OK 73102-2400

405-239-6081

Tulsa

1722 S. Carson Ave., Suite 3200

Tulsa, OK 74119

918-492-1266

Oregon

Lake Oswego

4004 S.W. Kruse Way Place, Suite 375

Lake Oswego, OR 97035

503-212-3022

Pennsylvania

Bethlehem

50 W. North St.

Bethlehem, PA 18018-3907

610-866-8780

Harrisburg

1337 N. Front St.

Harrisburg, PA 17102

717-364-3250

Philadelphia

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

215-985-9313

Pittsburgh

400 Holiday Dr., Suite 220

Pittsburgh, PA 15220

412-456-2700

Scranton/Wilkes-Barre

4099 Birney Ave.

Moosic, PA 18507

570-342-5100

Puerto Rico

San Juan

530 Avenida De La Constitucion, #206

San Juan, PR 00901

787-289-8710

South Carolina

Columbia

2442 Devine St.

Columbia, SC 29205

803-254-2525

Conway

1121 3rd Ave.

Conway, SC 29526

843-488-2227

Greenville

408 N. Church St., Suite C

Greenville, SC 29601-2164

864-242-5052

South Dakota

Sioux Falls

300 N. Phillips Ave., #100

Sioux Falls, SD 57104

605-271-2066

Tennessee

Chattanooga

1010 Market St., Suite 200

Chattanooga, TN 37402

423-266-6144

Clarksville

214 Main St.

Clarksville, TN 37040

931-503-2222

Columbia

502 N. Garden St., Suite 201

Columbia, TN 38401

931-388-9222

Cookeville

18 N. Jefferson St.

Cookeville, TN 38501

931-520-0008

Franklin

367 Riverside Dr., Suite 110

Franklin, TN 37064

615-242-4222

Knoxville

255 N. Peters Rd., Suite A

Knoxville, TN 37923

865-692-1600

Memphis

3693 Tyndale Dr.

Memphis, TN 38125

901-759-1300
1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 71

BETTER BUSINESS BUREAUS

Murfreesboro

530 Uptown Square

Murfreesboro, TN 37129

615-242-4222

Nashville

201 4th Ave. N., Suite 100

Nashville, TN 37219

615-242-4222

Texas

Abilene

3300 S. 14th St., Suite 307

Abilene, TX 79605-5052

325-691-1533

Amarillo

720 S. Tyler St., Suite B112

Amarillo, TX 79101

806-379-6222

Austin

1005 La Posada Dr.

Austin, TX 78752

512-445-2911

Beaumont

550 Fannin St., Suite 100

Beaumont, TX 77701-2011

409-835-5348

College Station

418 Tarrow St.

College Station, TX 77840-1822

979-260-2222

Corpus Christi

719 S. Shoreline, Suite 304

Corpus Christi, TX 78401

361-852-4949

Dallas

1601 Elm St., Suite 3838

Dallas, TX 75201-3093

214-220-2000

El Paso

720 Arizona Ave.

El Paso, TX 79902

915-577-0191

Fort Worth

101 Summit Ave., Suite 707

Fort Worth, TX 76102-5978

817-332-7585

Harker Heights

445 E. Central Texas Expy., Suite 1

Harker Heights, TX 76548

254-699-0694

Houston

1333 W. Loop South, Suite 1200

Houston, TX 77027

713-868-9500

Longview

2401 Judson Rd., #102

Longview, TX 75605

903-758-3222

Lubbock

3333 66th St.

Lubbock, TX 79413-5711

806-763-0459

Midland

10100 Liberator Ln.

Midland, TX 79711

432-563-1880

San Angelo

3134 Executive Dr., Suite A

San Angelo, TX 76904

325-949-2989

San Antonio

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

Weslaco

502 E. Expressway 83, Suite C

Weslaco, TX 78596

956-968-3678

Wichita Falls

4245 Kemp Blvd., Suite 1012

Wichita Falls, TX 76308

940-691-1172

Utah

Salt Lake City

5673 S. Redwood Rd., Suite 22

Salt Lake City, UT 84123-5322

801-892-6009

Virginia

Norfolk

586 Virginian Dr.

Norfolk, VA 23505

757-531-1300

Richmond

720 Moorefield Park Dr., Suite 300

Richmond, VA 23236

804-648-0016

Roanoke

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 St., Suite 200

Spokane, WA 99201

509-455-4200

West Virginia

Charleston

1018 Kanawha Blvd. E, Suite 301

Charleston, WV 25301

304-345-7502

Wisconsin

Milwaukee

10101 W. Greenfield Ave., Suite 125

West Allis, WI 53214

414-847-6000

BETTER BUSINESS BUREAUS
CORPORATE CONSUMER CONTACTS 

Contacting Corporate Consumer Affairs Departments 

The following directory lists the addresses and phone numbers for hundreds 

of corporations. Many companies have a consumer affairs department that 

handles consumer questions and concerns. Consumer affairs offices are set 

up within companies because they want to hear from you. If you do not find the 

company you are looking for, try checking your public libraries for the following 

resources: 

• The Standard & Poor’s Register of Corporations, Directors and Executives 

• Trade Names Directory 

• Standard Directory of Advertisers 

• Dun & Bradstreet Directory 

To identify the name of a company that manufactures a specific product, check 

the product label and other documents given to you at the time of your purchase. 

The Thomas Register of American Manufacturers, another resource available at many 

public libraries, might also be helpful. It lists the manufacturers of thousands 

of products. 

If you have a complaint about an item or service, it is usually best to go back to 

the seller BEFORE you contact the companies in this directory. Follow up with 

a letter, phone call, or e-mail message to the consumer affairs department of 

the company to let it know about your complaint and whether the seller was 

able to resolve your problem. 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 Nutrition Products 

Division 

Consumer Relations 

625 Cleveland Ave. 

Columbus, OH 43215-1754 

Toll free: 1-800-227-5767 

www.abbottnutrition.com 

ABC, Inc. 

Audience Relations Dept. 

500 S. Buena Vista St. 

Burbank, CA 91521-4551 

818-460-7477 

www.abc.com 

Abercrombie & Fitch 

Customer Service 

200 Abercrombie Way 

New Albany, OH 43054 

614-219-5380 

Toll free: 1-866-681-3115 

: abercrombie@abercrombie.com 

www.abercrombie.com 

Accor North America 

PO Box 326 

Worthington, OH 43085 

Toll free: 1-800-557-3435 

www.accor-na.com 

Adidas USA 

Customer Service 

5055 N. Greeley Ave. 

Portland, OR 97217 

Toll free: 1-800-448-1796 

: consumer.relations@adidas.com 

www.adidas.com 

Adobe Systems, Inc. 

345 Park Ave. 

San Jose, CA 95110-2704 

408-536-6000 

Toll free: 1-800-833-6687 (Customer 

and Technical Support) 

www.adobe.com 

Aetna, Inc. 

151 Farmington Ave. 

Hartford, CT 06156 

860-273-0123 

www.aetna.com 

Aflac 

1932 Wynnton Rd. 

Columbus, GA 31999 

Toll free: 1-800-992-3522 

www.aflac.com 

AirTran Airways 

Customer Relations 

1800 Phoenix Blvd., Suite 104 

Atlanta, GA 30349 

Toll free: 1-866-247-2428 

Toll free: 1-800-965-2107 ext. 8900 

(Baggage) 

www.airtran.com 

Alamo Rent A Car 

Customer Care 

8420 St. John Industrial Dr. 

Saint Louis, MO 63114 

Toll free: 1-800-445-5664 

TTY: 1-800-522-9292 

www.alamo.com 

Alaska Airlines 

Customer Care 

PO Box 24948-SEAGT 

Seattle, WA 98124-0948 

Toll free: 1-800-654-5669 

Toll free: 1-877-815-8253 (Baggage) 

TTY: 1-800-682-2221 

www.alaskaair.com 

Alberto Culver Company 

See: Unilever 

www.alberto.com 

Albertsons, Inc. 

Customer Service 

157 S. Howard St. 

Spokane, WA 99201 

208-395-6200 

Toll free: 1-877-932-7948 (Customer 

Service) 

www.albertsons.com 

Alcon Laboratories, Inc. 

Technical Consumer Affairs 

6201 South Fwy. 

Fort Worth, TX 76134 

Toll free: 1-800-862-5266 

: consumeraffairs.ft.worth@ 

alconlabs.com 

www.alconlabs.com 

Allied Van Lines, Inc. 

Customer Service 

700 Oakmont Ln. 

Westmont, IL 60559 

Toll free: 1-800-470-2851 

: custsvc@alliedvan.com 

www.allied.com 

Allstate Insurance Company 

PO Box 12055 

1819 Electric Rd., SW 

Roanoke, IL 24018 

847-402-5000 

Toll free: 1-800-255-7828 (Claims) 

www.allstate.com 

72 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
CORPORATE CONSUMER CONTACTS 

CORPORATE CONSUMER CONTACTS 

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: 1-866-216-1072 

www.amazon.com 

AMC Entertainment, Inc. 

PO Box 725489 

Atlanta, GA 31139-9923 

www.amctheatres.com 

America Online, Inc. 

Member Services 

22000 AOL Way 

Dulles, VA 20166 

Toll free: 1-800-827-6364 

TTY: 1-800-759-3323 

www.aol.com 

American Airlines, Inc. 

Customer Relations 

PO Box 619612 Mail Drop 2400 

Dallas/Fort Worth Airport, TX 

75261-9612 

817-967-2000 

Toll free: 1-800-535-5225 (Baggage) 

www.aa.com 

American Automobile 

Association (AAA) 

Member Relations 

1000 AAA Dr., Mail Space 61 

Heathrow, FL 32746 

407-444-8402 

Toll free: 1-866-636-2377 

www.aaa.com 

American Eagle Outfitters 

Customer Service 

150 Thorn Hill Dr. 

Warrendale, PA 15086 

Toll free: 1-888-232-4535 

: custserv@ae.com 

www.ae.com 

American Express Company t

Customer Service 

PO Box 981540 

El Paso, TX 79998-1540 

Toll free: 1-800-528-4800 

Toll free: 1-877-297-4438 (Gift Cards) 

TTY: 1-800-221-9950 

www.americanexpress.com 

American Girl 

PO Box 620497 

Middleton, WI 53562-0497 

Toll free: 1-800-360-1861 

: im_cs@americangirl.com 

www.americangirl.com 

American Greetings Corporation 

Consumer Relations 

One American Rd. 

Cleveland, OH 44144 

Toll free: 1-800-777-4891 

: consumer.relations@ 

amgreetings.com 

www.americangreetings.com 

American Tourister 

See: Samsonite Corporation 

Toll free: 1-800-765-2247 

Toll free: 1-800-262-8282 (Warranty 

and Repair) 

: Questions@ 

AmericanTourister.com 

www.americantourister.com 

Amtrak 

Customer Relations 

60 Massachusetts Ave., NE 

Washington, DC 20002 

Toll free: 1-800-872-7245 

TTY: 1-800-523-6590 

www.amtrak.com 

Amway Corporation 

Customer Service - North American 

Business Region 

7575 Fulton St., E 

Ada, MI 49355-0001 

Toll free: 1-800-253-6500 

Toll free: 1-800-529-8772 

(Personalized Health) 

TTY: 1-800-548-3878 

www.amway.com 

Andersen Windows, Inc. 

Window Care Call Center 

100 4th Ave., N 

Bayport, MN 55003-1096 

Toll free: 1-888-888-7020 (Service) 

www.andersenwindows.com 

Angie’s List 

1030 E. Washington St. 

Indianapolis, IN 46202 

Toll free: 1-888-888-5478 

www.angieslist.com 

Anheuser-Busch, Inc. 

Customer Relationship Group 

One Busch Pl. 

St. Louis, MO 63118 

Toll free: 1-800-342-5283 

www.anheuser-busch.com 

Anthem 

2015 Staples Mills Rd. 

Richmond, VA 23230 

804-354-7000 

www.anthem.com 

Apple Computer, Inc. 

One Infinite Loop 

Cupertino, CA 95014 

408-996-1010 

Toll free: 1-800-676-2775 

(Customer Service) 

Toll free: 1-800-275-2273 

(Technical Support) 

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, 12th Floor 

Atlanta, GA 30338 

678-514-4100 

: customerfeedback@arbys.com 

www.arbys.com 

Atlas World Group, Inc. 

Customer Service 

1212 Saint George Rd. 

Evansville, IN 47711-2364 

Toll free: 1-800-638-9797 

www.atlasvanlines.com 

AT&T, Inc. 

Customer Relations 

175 E. Houston St. 

San Antonio, TX 78205 

210-821-4105 

Toll free: 1-800-464-7928 

(Wireless Customer Service) 

www.att.com 

Avis Rent-A-Car System 

Toll free: 1-800-352-7900 

TTY: 1-800-331-2323 

: custserv@avis.com 

www.avis.com 

Avon Products, Inc. 

Customer Service 

1345 Avenue of the Americas 

New York, NY 10105 

212-282-7000 

Toll free: 1-800-367-2866 

Toll free: 1-800-445-2866 

(Product Information) 

www.avon.com 

 SOCAP International Member 2013 Consumer Action Handbook 73 
 

CORPORATE CONSUMER CONTACTS 

B 

Bacardi USA, Inc. 

Consumer Affairs 

2701 S. Le Jeune Rd. 

Coral Gables, FL 33134 

Toll free: 1-800-222-2734 

www.bacardi.com 

Bally Total Fitness Corporation 

Member Services 

PO Box 96241 

Washington, DC 20090-6241 

Toll free: 1-866-402-2559 

www.ballyfitness.com 

Banana Republic 

Customer Services 

5900 N. Meadows Dr. 

Grove City, OH 43123 

Toll free: 1-888-277-8953 

TTY: 1-888-906-1345 

: custserv@bananarepublic.com 

www.bananarepublic.com 

Bank of America Corporation 

PO Box 25118 

Tampa, FL 33622-5118 

Toll free: 1-800-432-1000 

TTY: 1-800-288-4408 

www.bankofamerica.com 

Barnes & Noble 

Toll free: 1-800-843-2665 

www.bn.com 

Baskin-Robbins 

Toll free: 1-800-859-5339 

: support@baskinrobbins.com 

www.baskinrobbins.com 

Bassett Furniture 

3525 Fairystone Park Hwy. 

PO Box 626 

Bassett, VA 24055 

Toll free: 1-877-308-7485 

(Baby Furniture) 

Toll free: 1-800-525-7070 

: juvenile@bassettfurniture.com 

www.bassettfurniture.com 

Bayer HealthCare, LLC 

Consumer Care 

36 Columbia Rd. 

PO Box 1910 

Morristown, NJ 07962-1910 

Toll free: 1-800-331-4536 

www.bayercare.com 

Becton, Dickinson and Company 

Customer Service 

One Becton Dr., Mail Code 376 

Franklin Lakes, NJ 07417 

201-847-6800 

Toll free: 1-888-237-2762 

www.bd.com 

Beech-Nut Nutrition Corporation 

Consumer Affairs 

100 Hero Dr. 

Amsterdam, NY 12010 

314-436-7667 

Toll free: 1-800-233-2468 

: beech-nut@beech-nut.com 

www.beechnut.com 

Beiersdorf, Inc. 

Consumer Relations 

45 Danbury Rd. 

Wilton, CT 06897 

Toll free: 1-800-227-4703 

www.beiersdorf.us 

Bellisio Foods, Inc. 

Consumer Affairs 

PO Box 16630 

Duluth, MN 55816 

: info@bellisiofoods.com 

www.bellisiofoods.com 

Ben & Jerrys Homemade, Inc. 

Consumer Services 

30 Community Dr. 

South Burlington, VT 05403-6828 

802-846-1500 

www.benjerry.com 

Benihana, Inc. 

Customer Relations 

8750 N.W. 36th St., Suite 300 

Miami, FL 33178 

Toll free: 1-800-327-3369 

: CustomerService@benihana.com 

www.benihana.com 

Best Buy Company, Inc. 

Customer Care 

PO Box 9312 

Minneapolis, MN 55440-9312 

Toll free: 1-888-237-8289 

www.bestbuy.com 

Best Western International, Inc. 

Customer Service 

PO Box 10203 

Phoenix, AZ 85064 

Toll free: 1-800-528-1238 

TTY: 1-800-528-2222 

: customerservice@ 

bestwestern.com 

www.bestwestern.com 

BIC Corporation 

Consumer Affairs 

One Bic Way, Suite 1 

Shelton, CT 06484-6299 

Toll free: 1-800-546-1111 

www.bicworld.com 

Big Lot Stores, Inc. 

Customer Service 

300 Phillipi Rd. 

Columbus, OH 43228-5311 

Toll free: 1-800-877-1253 

: talk2us@biglots.com 

www.biglots.com 

Birds Eye Foods, Inc. 

Consumer Relations 

See: Pinnacle Foods Group, LLC 

Toll free: 1-800-563-1786 

(Birds Eye, Freshlike, Nalley or 

Bersteins Products) 

Toll free: 1-800-270-2743 (Other 

Brands) 

: consumerinsights@ 

pinnacle.speedymail.com 

www.birdseyefoods.com 

Bissell Homecare, Inc. 

Customer Service 

PO Box 3606 

Grand Rapids, MI 49501 

Toll free: 1-800-237-7691 

www.bissell.com 

BJ’s Wholesale Club, Inc. 

Member Care 

25 Research Dr. 

Westborough, MA 01581 

Toll free: 1-800-257-2582 

www.bjs.com 

Black & Decker, Inc. 

Customer Service 

701 E. Joppa Rd. 

Joppa, MD 21286 

410-716-3900 

Toll free: 1-800-544-6986 

www.blackanddecker.com 

Blockbuster Entertainment 

Corporation 

Customer Care
 

3000 Redbud Blvd.
 

McKinney, TX 75270
 

Toll free: 1-866-692-2789 (Blockbuster
 

Online)
 

Toll free: 1-800-406-6843 (In-Store)
 

: online.consumerrelations@ 

blockbuster.com 

www.blockbuster.com 

Bloomingdales, Inc. 

Customer Service 

PO Box 8215 

Mason, OH 45040 

Toll free: 1-800-777-0000 

www.bloomingdales.com 

74 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
 

CORPORATE CONSUMER CONTACTS 

Blue Cross and Blue Shield 

Association (BCBSA) 

Consumer Affairs 

1310 G St., NW 

Washington, DC 20005 

202-626-4780 

www.bcbs.com 

Bob Evans Farms, Inc. 

Consumer Relations 

3776 S. High St. 

Columbus, OH 43207 

Toll free: 1-800-939-2338 

www.bobevans.com 

Bojangles Restaurants, Inc. 

Customer Relations 

9432 Southern Pine Blvd. 

Charlotte, NC 28273 

Toll free: 1-888-300-4265 

www.bojangles.com 

BP Corporation 

Consumer Relations 

28301 Ferry Rd. 

Warrenville, IL 60555 

Toll free: 1-800-333-3991 

: bpconsum@bp.com 

www.bp.com 

Bridgestone Retail Operations, 

LLC 

Consumer Affairs 

PO Box 6397 

Bloomingdale, IL 60108 

Toll free: 1-800-367-3872 

: firestone_consumer_affairs@ 

inspyresolutions.com 

www.firestonecompleteautocare. 

com 

Brinker International 

6820 LBJ Freeway 

Dallas, TX 75240 

972-980-9917 

www.brinker.com 

Brio Tuscan Grill 

Guest Feedback 

777 Goodale Blvd., Suite 100 

Columbus, OH 43212 

Toll free: 1-888-452-7286 

www.brioitalian.com 

Bristol-Myers Squibb Company 

Customer Relations 

345 Park Ave. 

New York, NY 10154 

Toll free: 1-800-332-2056 

: drug.information@bms.com 

www.bms.com 

British Airways 

Customer Relations 

PO Box 300686 

Jamaica, NY 11430-0686 

Toll free: 1-800-247-9297 

Toll free: 1-800-828-8144 (Baggage 

Claims) 

Toll free: 1-800-403-0882 (Online 

Support) 

TTY: 1-866-393-0961 

www.britishairways.com 

Brown Shoe Company, Inc. 

Consumer Care 

8300 Maryland Ave. 

St. Louis, MO 63105 

Toll free: 1-800-766-6465 

: info@brownshoe.com 

www.brownshoe.com 

Brown-Forman Beverages 

Worldwide 

Consumer Support 

850 Dixie Hwy. 

Louisville, KY 40210 

Toll free: 1-800-753-4567 

www.brown-forman.com 

Buca di Beppo 

Guest Services 

4700 Millenia Blvd., Suite 400 

Orlando, FL 32839 

: famiglia@bucainc.com 

www.bucadibeppo.com 

Budget Rent A Car System, Inc. 

Customer Service 

Six Sylvan Way 

Parsippany, NJ 07054 

Toll free: 1-800-214-6094 

TTY: 1-800-826-5510 

www.budget.com 

Bulova Corporation 

Customer Relations 

One Bulova Ave. 

Woodside, NY 11377 

Toll free: 1-800-228-5682 

: service@bulova.com 

www.bulova.com 

Burger King Corporation 

Consumer Relations Department 

5505 Blue Lagoon Dr. 

Miami, FL 33126 

Toll free: 1-866-394-2493 

www.bk.com 

Burlington Coat Factory Direct 

Corporation 

Customer Relations Department 

1830 Route 130 N 

Burlington, NJ 08016 

Toll free: 1-888-223-2628 

www.burlingtoncoatfactory.com 

Bush Brothers Company 

Consumer Relations 

PO Box 52330 

Knoxville, TN 37950-2330 

Toll free: 1-800-590-3797 

: letters@bushbros.com 

www.bushbeans.com 

C 

Calvin Klein 

See: Phillips-Van Heusen 

Toll free: 1-866-214-6694 

Toll free: 1-866-513-0513 (Website) 

www.calvinklein.com 

Campbell Soup Company 

Consumer Affairs 

One Campbell Pl. 

Camden, NJ 08103-1701 

Toll free: 1-800-257-8443 

www.campbellsoup.com 

Canon USA, Inc. 

One Canon Plaza 

Lake Success, NY 11042-1198 

Toll free: 1-800-652-2666 

TTY: 1-866-251-3752 

www.usa.canon.com 

Capital One 

General Correspondence 

PO Box 30285 

Salt Lake City, UT 84130-0285 

1-800-955-7070 

TTY: 1-800-206-7986 

: webinfo@capitalone.com 

www.capitalone.com 

Captain D’s Seafood 

1717 Elm Hill Pike, Suite A-1 

Nashville, TN 37210 

Toll free: 1-800-314-4819 

www.captainds.com 

Carfax, Inc. 

Consumer Affairs 

5860 Trinity Pkwy., Suite 600 

Centerville, VA 20120 

703-218-0340 

: carfaxwebsupport@carfax.com 

www.carfax.com/help 

Carnival Cruise Lines 

Guest Relations 

3655 N.W. 87th Ave. 

Miami, FL 33178-2428 

Toll free: 1-800-929-6400 

: guestcare@carnival.com 

www.carnival.com 

CORPORATE CONSUMER CONTACTS 

SOCAP International Member 2013 Consumer Action Handbook 75 
 

CORPORATE CONSUMER CONTACTS 

Carrier Air Conditioning Company 

Customer Relations 

PO Box 4808, Carrier Pkwy. 

Syracuse, NY 13221-4808 

Toll free: 1-800-227-7437 

www.residential.carrier.com 

Carvel Corporation 

Retail Stores/Food Service 

301 Congress Ave., Suite 1100 

Austin, TX 78701 

Toll free: 1-800-322-4848 

www.carvel.com 

Casio, Inc. 

570 Mt. Pleasant Ave.
 

Dover, NJ 07801
 

973-361-5400
 

Toll free: 1-800-706-2534 (Repairs)
 

Toll free: 1-800-435-7732
 

(Technical Support)
 

: memberservices@casio.com 

www.casio.com 

Casual Male Retail Group 

Customer Service 

555 Turnpike St. 

Canton, MA 02021 

Toll free: 1-855-746-7395 

: info@casualmale.com 

www.casual-male-big-and-tall. 

destinationxl.com 

The CBS Television Network 

Audience Services 

524 W. 52nd St. 

New York, NY 10019-6198 

212-975-3247 

: audsvcs@cbs.com 

www.cbs.com 

Chanel, Inc. 

Consumer Relations 

Nine W. 57th St., 44th Floor 

New York, NY 10019 

Toll free: 1-800-550-0005 

: consumerrelations@ 

chanelusa.com 

www.chanel.com 

Chase Bank

 (J.P. Morgan Chase Bank) 

PO Box 36520 

Louisville, KY 40233-6520 

212-270-6000 (Corporate) 

Toll free: 1-800-935-9935 

(Checking and Savings) 

TTY: 1-800-242-7383 

www.chase.com 

Chattem, Inc. 

Consumer Affairs 

PO Box 22219 

Chattanooga, TN 37409 

Toll free: 1-888-442-4464 

www.chattem.com 

Check ‘n Go 

7755 Montgomery Rd., Suite 400 

Cincinnati, OH 45236 

Toll free: 1-888-372-9329 

: comments@checkngo.com 

www.checkngo.com 

The Cheesecake Factory 

26901 Malibu Hills Rd. 

Calabasas Hills, CA 91301 

818-871-3000 

www.thecheesecakefactory.com 

Chevron Corporation 

Consumer Connection Center 

PO Box 4000 

Bellaire, TX 77402-4000 

www.chevron.com 

Chick-fil-A, Inc. 

Customer Feedback 

PO Box 500367 

Atlanta, GA 31150 

404-765-8000 

Toll free: 1-866-232-2040 

www.chick-fil-a.com 

Children’s Place 

Customer Service 

500 Plaza Dr. 

Secaucus, NJ 07094 

Toll free: 1-877-752-2387 

www.childrensplace.com 

Chili’s Grill and Bar 

See: Brinker International 

Toll free: 1-800-983-4637 

(Guest Relations) 

www.chilis.com 

Chipotle Mexican Grill, Inc. 

1401 Wynkoop St., Suite 500 

Denver, CO 80202 

303-595-4000 

: customerservice@chipotle.com 

www.chipotle.com 

Choice Hotels 

Guest Relations 

6811 E. Mayo Blvd., Suite 100 

Phoenix, AZ 85054 

Toll free: 1-800-300-8800 

www.choicehotels.com 

Church & Dwight Company, Inc. 

Consumer and Professional Relations 

469 N. Harrison St. 

Princeton, NJ 08540 

609-683-5900 

Toll free: 1-800-524-1328 

www.churchdwight.com 

Citibank, Inc. 

Client Services
 

100 Citibank Dr.
 

San Antonio, TX 78245-9004
 

Toll free: 1-800-627-3999 (Banking)
 

Toll free: 1-800-950-5114 (Credit cards)
 

TTY: 1-800-788-0002
 

www.citibank.com 

The Clorox Company 

Consumer Services 

Mail Stop 2334 

1221 Broadway 

Oakland, CA 94612-1888 

Toll free: 1-800-835-4523 (GLAD) 

Toll free: 1-800-227-1860 

(Household Cleaners) 

Toll free: 1-800-292-2200 

(Laundry Brands) 

Toll free: 1-800-426-6228 (Insecticides) 

www.thecloroxcompany.com 

The Coca-Cola Company 

Industry and Consumer Affairs 

PO Box 1734 

Atlanta, GA 30301 

Toll free: 1-800-438-2653 

www.thecocacolacompany.com 

Coldwell Banker Real Estate 

Corporation 

Customer Service 

One Campus Dr. 

Parsippany, NJ 07054 

Toll free: 1-877-373-3829 

www.coldwellbanker.com 

The Colgate-Palmolive 

Company t

Consumer Affairs 

300 Park Ave. 

New York, NY 10022 

Toll free: 1-800-468-6502 

: colgate-palmolive_consumer_ 

affairs@colpal.com 

www.colgate.com 

Colonial Penn Life Insurance 

Customer Service 

399 Market St. 

Philadelphia, PA 19181 

Toll free: 1-877-877-8052 

(General Questions) 

Toll free: 1-800-523-9100 

(Customer Service and Claims) 

www.colonialpenn.com 

76 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
CORPORATE CONSUMER CONTACTS 

CORPORATE CONSUMER CONTACTS 

Combe, Inc. 

Consumer Resources 

1101 Westchester Ave. 

White Plains, NY 10604-3597 

Toll free: 1-800-431-2610 

www.combe.com 

Comcast Corporation 

One Comcast Center 

Philadelphia, PA 19103 

Toll free: 1-800-266-2278 

Toll free: 1-800-934-6489 (Xfinity) 

www.comcast.com 

ConAgra Foods 

Consumer Affairs 

One ConAgra Dr. 

Omaha, NE 68102 

Toll free: 1-800-722-1344 

: consumeraffairs@ 

conagrafoods.com 

www.conagrafoods.com 

Conair Cuisinart Corporation 

Consumer Affairs 

150 Milford Rd. 

East Windsor, NJ 08520 

203-351-9000 

Toll free: 1-800-326-6247 

(Personal Care) 

Toll free: 1-800-334-4031 (Oral Care) 

Toll free: 1-800-726-0190 

: feedback@conair.com 

www.conair.com 

Costco Wholesale Corporation 

Member Service 

PO Box 34331 

Seattle, WA 98124 

Toll free: 1-800-774-2678 

Toll free: 1-800-955-2292 

(Online Members) 

www.costco.com 

Coty Inc. 

Consumer Affairs
 

118 American Rd.
 

Morris Plains, NJ 10016
 

Toll free: 1-800-715-4023
 

Toll free: 1-800-953-5080 (Sally Hansen,
 

N.Y.C., and LaCross brands)
 

www.coty.com 

Cox Communications 

1550 W. Deer Valley Rd. 

Phoenix, AZ 85027 

ww2.cox.com 

craigslist, Inc. 

222 Sutter St. 

San Francisco, CA 94108 

www.craigslist.org 

Crate and Barrel 

Customer Service Department 

1860 W. Jefferson Ave. 

Naperville, IL 60540-3918 

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 

See: Leap Wireless International 

Toll free: 1-800-274-2538 

www.mycricket.com 

Crowne Plaza 

See: InterContinental 

Hotels Group, PLC 

Toll free: 1-800-465-2680 

www.crowneplaza.com 

Curves International 

100 Ritchie Rd. 

Waco, TX 76712 

Toll free: 1-800-848-1096 

www.curves.com 

CVS Corporation 

Customer Relations Department 

One CVS Dr. 

Woonsocket, RI 02895 

401-765-1500 

Toll free: 1-800-746-7287 

Toll free: 1-888-607-4287 (Website) 

: customercare@cvs.com 

www.cvs.com 

D 

Dairy Queen Corporation 

Customer Relations 

7505 Metro Blvd. 

Minneapolis, MN 55439 

952-830-0200 

www.dairyqueen.com 

The Dannon Company, Inc. 

Consumer Response Center 

PO Box 90296 

Allentown, PA 18109-0296 

Toll free: 1-877-326-6668 

www.dannon.com 

Darden Restaurants 

PO Box 695011 

Orlando, FL 32859-5011 

407-245-4000 

: dardeninfo@darden.com 

www.darden.com 

Days Inns Worldwide, Inc. 

PO Box 4090 

Aberdeen, SD 57401 

Toll free: 1-800-441-1618 

www.daysinn.com 

Dean & DeLuca 

Customer Care 

4115 E. Harry St. 

Wichita, KS 67218 

316-821-3200 

Toll free: 1-800-221-7714 

: customercare@deandeluca.com 

www.deandeluca.com 

Del Monte Foods Company 

Consumer Affairs 

PO Box 80 

Pittsburgh, PA 15230-0080 

415-247-3000 

Toll free: 1-800-543-3090 

www.delmonte.com 

Dell, Inc. 

Customer Service 

One Dell Way 

Round Rock, TX 78682 

Toll free: 1-800-624-9897 

(Customer Service) 

Toll free: 1-866-243-9297 

(Technical Support) 

TTY: 1-877-335-5889 

www.dell.com 

Delta Air Lines, Inc. 

Customer Care 

PO Box 20980 

Department 980 

Atlanta, GA 30320-2980 

404-773-0305 

404-209-3434 (Disability assistance) 

Toll free: 1-800-325-8224 (Baggage) 

www.delta.com 

 SOCAP International Member 2013 Consumer Action Handbook 77 
CORPORATE CONSUMER CONTACTS 

Delta Faucets Company 

55 E. 111th St. 

Indianapolis, IN 46280 

317-848-1812 

Toll free: 1-800-345-3358 

: customerservice@ 

deltafaucet.com 

www.deltafaucet.com 

Denny’s Corporation 

Call Center 

203 E. Main St. P-8-6 

Spartanburg, SC 29319 

Toll free: 1-800-733-6697 

(Customer Service) 

www.dennys.com 

Dial Corporation 

See: The Henkel Corporation 

Toll free: 1-800-258-3425 

www.dialsoap.com 

Diamond Foods, Inc. 

Consumer Affairs 

1050 S. Diamond St. 

Stockton, CA 95205-7087 

209-467-6000 

www.diamondfoods.com 

Dick’s Sporting Goods 

345 Court St. 

Coraopolis, PA 15108 

Toll free: 1-877-846-9997 

: customersupport@ 

dickssportinggoods.com 

www.dickssportinggoods.com 

Dillard’s, Inc. 

Customer Service Department 

PO Box 486 

Little Rock, AR 72203 

501-376-5200 

Toll free: 1-800-345-5273 

TTY: 1-800-444-1732 

: questions@dillards.com 

www.dillards.com 

Diners Club International 

Customer Service 

PO Box 6101 

Carol Stream, IL 60197-6101 

Toll free: 1-800-234-6377 

www.dinersclubus.com 

DIRECTV Enterprises, Inc. 

PO Box 6550 

Greenwood Village, CO 80155-6550 

Toll free: 1-800-531-5000 

TTY: 1-800-779-4388 

www.DIRECTV.com 

Discover Financial Services, Inc. 

Card Customer Service 

PO Box 30943 

Salt Lake City, UT 84130-0943 

224-405-0900 (Headquarters) 

801-902-3100 

Toll free: 1-800-347-2683 

TTY: 1-800-347-7449 

www.discoverfinancial.com 

Dish Network 

Toll free: 1-888-333-3474 

: feedback@customermail. 

dishnetwork.com 

www.dishnetwork.com 

Dole Food Company, Inc. 

Consumer Center 

PO Box 5700 

Thousand Oaks, CA 91359-5700 

Toll free: 1-800-356-3111 

: Dole.Consumer.Center@dole.com 

www.dole.com 

Dollar Rent A Car, Inc. 

Customer Service 2W2 

PO Box 33167 

Tulsa, OK 74153-1167 

918-669-3000 

Toll free: 1-800-800-5252 (Customer 

Service) 

: rhelpdesk@dollar.com 

www.dollar.com 

Domino’s Pizza, Inc. 

Customer Service 

30 Frank Lloyd Wright Dr. 

PO Box 997 

Ann Arbor, MI 48106 

734-930-3030 

Toll free: 1-888-366-4667 

www.dominos.com 

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 

DSW 

Customer Service 

810 DSW Dr. 

Columbus, OH 43219 

Toll free: 1-866-379-7463 

www.dsw.com 

Dunkin Donuts 

Consumer Care 

130 Royall St. 

Canton, MA 02021 

Toll free: 1-800-859-5339 

www.dunkindonuts.com 

DuPont Company 

Corporate Information Center 

Chestnut Run Plaza 705/GS38 

PO Box 80705 

Wilmington, DE 19880-0705 

Toll free: 1-800-441-7515 

: info@dupont.com 

www.dupont.com 

Duracell North America 

Consumer Relations 

Berkshire Corporate Park 

Bethel, CT 06801 

Toll free: 1-800-551-2355 

www.duracell.com 

E 

E. & J. Gallo Winery 

Consumer Relations 

600 Yosemite Blvd. 

Modesto, CA 95354-2760 

Toll free: 1-877-687-9463 

: consumerrelations@ejgallo.com 

www.gallo.com 

Eagle Family Foods 

Consumer Response 

One Strawberry Ln. 

Orrville, OH 44667 

Toll free: 1-888-656-3245 

www.eaglebrand.com 

Eastman Kodak Company 

Kodak Information Center/
 

Consumer Contact Center
 

343 State St.
 

Rochester, NY 14650
 

Toll free: 1-800-235-6325
 

(Digital Cameras, Printer Docks,
 

Photo Printers)
 

Toll free: 1-800-242-2424
 

www.kodak.com 

e-Bay, Inc. 

2065 Hamilton Ave. 

San Jose, CA 95125 

Toll free: 1-800-322-9266 

www.eBay.com 

78 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
CORPORATE CONSUMER CONTACTS 

Eddie Bauer, Inc. 

Customer Satisfaction Center 

PO Box 7001 

Groveport, OH 43125 

Toll free: 1-800-426-8020 

TTY: 1-800-462-6757 

: CustomerCare@ 

csc.eddiebauer.com 

www.eddiebauer.com 

eHarmony 

Customer Care 

PO Box 3640 

Santa Monica, CA 90408 

Toll free: 1-800-951-2023 

www.eharmony.com 

The Electrolux Group 

Consumer Assistance Center 

2715 Washington Rd. 

Augusta, GA 30909 

Toll free: 1-877-435-3287 

www.electrolux.com 

Eli Lilly & Company 

Consumer Communications 

Lilly Corporate Center 

Indianapolis, IN 46285 

317-276-2000 

Toll free: 1-800-545-5979 

www.lilly.com 

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 

Enterprise Rent-a-Car 

600 Corporate Park Dr. 

Saint Louis, MO 63105-4211 

Toll free: 1-800-264-6350 

: customerservice@enterprise.com 

www.enterprise.com 

Equifax 

Office of Consumer Affairs 

PO Box 740241 

Atlanta, GA 30374 

Toll free: 1-800-685-1111 

www.equifax.com 

The Estee Lauder 

Companies, Inc. 

Consumer 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. 

PO Box 1966 

Danbury, CT 06813 

Toll free: 1-888-324-3571 

: orders@ethanallen.com 

www.ethanallen.com 

The Eureka Company 

Consumer Service Department 

PO Box 3900 

Peoria, IL 61701 

Toll free: 1-800-282-2886 

www.eureka.com 

Expedia, Inc. 

Customer Support 

333 108th Ave., NE 

Bellevue, WA 98004 

Toll free: 1-800-787-7186 

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 

Toll free: 1-800-631-7780 

www.express-scripts.com 

Exxon Mobil 

Customer Relations 

PO Box 1049 

Buffalo, NY 14240-1049 

Toll free: 1-800-243-9966 

www.exxonmobil.com 

F 

Facebook, Inc. 

1601 S. California Ave. 

Palo Alto, CA 94304 

650-543-4800 

: info@facebook.com 

www.facebook.com 

Fairfield Inn 

See: Marriott International, Inc. 

Toll free: 1-800-721-7033 

www.fairfieldinn.com 

Farmers Insurance 

4680 Wilshire Blvd. 

Los Angeles, CA 90010 

Toll free: 1-800-435-7764 

TTY: 1-888-891-1660 

www.farmers.com 

FedEx Corporation 

Customer Relations 

3875 Airways Blvd. 

Module H3 Department 4634 

Memphis, TN 38116 

Toll free: 1-800-463-3339 

www.fedex.com 

Fingerhut Direct Marketing, Inc. 

Customer Service 

6250 Ridgewood Rd. 

St. Cloud, MN 56303 

Toll free: 1-800-208-2500 

: customerservice@fingerhut.com 

www.fingerhut.com 

Fisher-Price 

Consumer Affairs 

636 Girard Ave. 

East Aurora, NY 14052 

716-687-3000 

Toll free: 1-800-432-5437 

TTY: 1-800-382-7470 

: fpconaff@fisher-price.com 

www.fisher-price.com 

Florsheim, Inc. 

Customer Service 

333 W. Estabrook Blvd. 

Glendale, WI 53212 

Toll free: 1-866-454-0449 

: us.consumers@florsheim.com 

www.florsheim.com 

Flowers Foods, Inc. 

1919 Flowers Circle 

Thomasville, GA 31757 

229-226-9110 

www.flowersfoods.com 

Food Lion, Inc. 

Customer Relations 

PO Box 1330 

Salisbury, NC 28145-1330 

Toll free: 1-800-210-9569 

www.foodlion.com 

Forever 21 

Customer Service 

3880 N. Mission Rd. 

Los Angeles, CA 90031 

213-741-5100 

Toll free: 1-888-494-3837 

www.forever21.com 

CORPORATE CONSUMER CONTACTS 

 SOCAP International Member 2013 Consumer Action Handbook 79 
CORPORATE CONSUMER CONTACTS 

Fortune Brands 

Corporate Affairs Department 

520 Lake Cook Rd. 

Deerfield, IL 60015 

847-484-4400 

: mail@fortunebrands.com 

www.fortunebrands.com 

Frigidaire Home Products 

2715 Washington Rd. 

Augusta, GA 30909 

Toll free: 1-800-374-4432 

www.frigidaire.com 

Frito-Lay 

Consumer Affairs 

PO Box 660634 

Dallas, TX 75266-6234 

972-334-7000 

Toll free: 1-800-352-4477 

www.fritolay.com 

Frontier Airlines, Inc. 

Customer Relations 

7001 Tower Rd. 

Denver, CO 80249-7312 

Toll free: 1-800-432-1359 

TTY: 1-800-872-3608 

www.frontierairlines.com 

FTD, Inc. 

Customer Service 

3113 Woodcreek Dr. 

Downers Grove, IL 60515 

630-719-7756 

Toll free: 1-800-736-3383 

www.ftd.com 

Fuji Photo Film USA, Inc. 

Consumer Information Service Center 

1100 King George Post 

Edison, NJ 08837 

Toll free: 1-800-800-3854 

www.fujifilm.com 

G 

Gap, Inc. 

Customer Relations 

100 Gap Online Dr. 

Grove City, OH 43123-8605 

Toll free: 1-800-427-7895 

TTY: 1-888-906-1104 

: custserv@gap.com 

www.gap.com 

Gateway, Inc. 

Customer Service 

PO Box 6137 

Temple, TX 76503 

www.gateway.com 

GEICO 

One GEICO Plaza
 

Washington, DC 20076
 

Toll free: 1-877-418-1312 (Car)
 

Toll free: 1-888-395-1200 (Home)
 

Toll free: 1-888-532-5433 (Life)
 

TTY: 1-800-833-8255
 

www.geico.com 

General Electric Company 

3135 Easton Turnpike 

Fairfield, CT 06828 

203-373-2211 

Toll free: 1-800-626-2005 

www.ge.com 

General Mills, Inc. 

Consumer Services 

PO Box 9452 

Minneapolis, MN 55440 

Toll free: 1-800-248-7310 

www.generalmills.com 

Georgia-Pacific Corporation 

Consumer Affairs 

133 Peachtree St., NE 

Atlanta, GA 30303 

Toll free: 1-800-283-5547 

(Consumer Products) 

TTY: 1-800-283-5547 ext. 5 

www.gp.com 

Gerber Products Company 

Consumer Affairs 

445 State St. 

Fremont, MI 49413-0001 

Toll free: 1-800-284-9488 

www.gerber.com 

Giant Food, Inc. 

8301 Professional Pl., Suite 115 

Landover, MD 20785 

301-341-4322 

Toll free: 1-888-469-4426 

TTY: 301-200-8995 

www.giantfood.com 

GlaxoSmithKline Consumer 

Healthcare 

Consumer Information 

PO Box 13398 

Five Moore Dr. 

Research Triangle Park, NC 27709 

412-200-4000 

Toll free: 1-888-825-5249 

(Prescription Drugs) 

Toll free: 1-800-245-1040 

(Non-Prescription) 

: consumer.communications@ 

gsk.com 

www.gsk.com 

The Golden Grain Company 

PO Box 049003 

Chicago, IL 60604-9003 

Toll free: 1-800-421-2444 

www.ricearoni.com 

Gold’s Gym International 

Customer Care Department 

125 E. John Carpenter Fwy., Suite 1300 

Irving, TX 75062 

214-574-4653 

www.goldsgym.com 

Goodrich Corporation 

Consumer Relations Department 

PO Box 19001 

Greenville, SC 29602-9001 

Toll free: 1-877-788-8899 

www.bfgoodrichtires.com 

The Goodyear Tire 

Rubber Company 

Department 728 

1144 E. Market St. 

Akron, OH 44316-0001 

330-769-2121 

Toll free: 1-800-321-2136 

: consumer_relations@ 

goodyear.com 

www.goodyear.com 

Google.com 

1600 Amphitheatre Pkwy. 

Mountain View, CA 94043 

650-253-0000 

www.google.com 

Graco Children’s Products, Inc. 

Consumer Services 

150 Oaklands Blvd. 

Exton, PA 19341 

Toll free: 1-800-345-4109 

www.gracobaby.com 

Greyhound Lines, Inc. 

PO Box 660362 

Dallas, TX 75266-0362 

214-849-8000 

214-849-6246 (Baggage) 

Toll free: 1-800-231-2222 

(Fares/Schedules) 

TTY: 1-800- 345-3109 

www.greyhound.com 

Guess? Inc. 

Customer Service 

1444 S. Alameda St. 

Los Angeles, CA 90021 

213-765-3100 

Toll free: 1-877-444-8377 

www.guess.com 

80 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
CORPORATE CONSUMER CONTACTS 

Guinness Company 

801 Main Ave. 

Norwalk, CT 06851 

203-229-2100 

Toll free: 1-800-521-1591 

: guinness@consumer-care.net 

www.guinness.com 

H 

H & R Block, Inc. 

Customer Support 

One H & R Block Way 

Kansas City, MO 64105 

Toll free: 1-800-472-5625 

www.hrblock.com 

Hallmark Cards, Inc. 

Consumer Affairs 

PO Box 419034 

Mail Drop #216 

Kansas City, MO 64141 

Toll free: 1-800-425-5627 

www.hallmark.com 

Hampton Inn & Suites 

See: Hilton Hospitality, Inc. 

Toll free: 1-800-426-7866 

www.hamptoninn.com 

Hanes Hosiery 

Consumer Relations 

PO Box 3013 

Winston-Salem, NC 27102 

Toll free: 1-800-225-4872 

www.haneshosiery.com 

Harry & David 

Customer Service 

2500 South Pacific Hwy. 

Medford, OR 97501-2675 

541-864-2121 

Toll free: 1-877-322-1200 

: service@harryanddavid.com 

www.harryanddavid.com 

Hartz Mountain Corporation 

Consumer Affairs 

400 Plaza Dr. 

Secaucus, NJ 07094 

Toll free: 1-800-275-1414 

www.hartz.com 

Hasbro, Inc. 

Consumer Affairs 

PO Box 200 

Dept. C-847 

Pawtucket, RI 02862-0200 

401-727-6899 

Toll free: 1-800-255-5516 

: customersupport@hasbro.com 

www.hasbro.com 

Heinz North America 

Consumer Resource Center/ 

Consumer Affairs 

PO Box 57 

Pittsburgh, PA 15230 

Toll free: 1-800-255-5750 

: heinzconsumeraffairs@ 

us.hjheinz.com 

www.heinz.com 

Henkel Consumer Goods 

19001 N. Scottsdale Rd. 

Scottsdale, AZ 85255 

480-754-3425 

Toll free: 1-800-258-3425 

www.henkelna.com 

Hershey Food Corporation 

Consumer Relations 

100 Crystal A Dr. 

Hershey, PA 17033 

Toll free: 1-800-468-1714 

www.hersheys.com 

Hertz Corporation 

Customer Relations 

PO Box 26120 

Oklahoma City, OK 73126 

Toll free: 1-800-654-4173 

TTY: 1-800-654-2280 

www.hertz.com 

Hewlett-Packard Company 

3000 Hanover St. 

Bldg. 6A. Mail Stop 1247 

Palo Alto, CA 94304 

650-857-1501 

Toll free: 1-800-474-6836 

www.hp.com 

Hillshire Brands 

Consumer Affairs 

PO Box 3901 

Neenah, WI 61612 

Toll free: 1-800-323-7117 (Desserts) 

Toll free: 1-800-925-3326 (Meats) 

www.hillshirebrands.com 

Hilton Garden Inn 

See: Hilton Hospitality, Inc. 

Toll free: 1-877-782-9444 

www.hiltongardeninn.com 

Hilton Hospitality, Inc. 

Guest Assistance 

755 Crossover Ln. 

Memphis, TN 38117 

901-374-5000 

Toll free: 1-800-445-8667 

TTY: 1-800-368-1133 

www.hilton.com 

Hitachi America Ltd. 

Customer Services 

PO Box 99652 

Troy, MI 48099 

: customerservice.ce@ 

hal.hitachi.com 

Toll free: 1-800-448-2244 

Holiday Inn/Holiday Inn Express 

See: InterContinental Hotels Group 

Toll free: 1-800-465-4329 

www.holiday-inn.com 

Home Depot, Inc. 

Customer Care 

2455 Paces Ferry Rd. 

Atlanta, GA 30339-4024 

Toll free: 1-800-466-3337 

Toll free: 1-800-430-3376 

(Website Questions) 

: customercare@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 Orders) 

Toll free: 1-800-933-2887 

(Online Orders) 

www.hsn.com 

Homewood Suites 

See: Hilton Hospitality Inc. 

Toll free: 1-800-225-5466 

www.homewoodsuites.com 

Hoover Company 

TTI Floor Care North America 

7005 Cochran Rd. 

Glenwillow, OH 44139 

Toll free: 1-800-944-9200 

www.hoover.com 

Hormel Foods Company 

Consumer Affairs 

One Hormel Pl. 

Austin, MN 55912 

Toll free: 1-800-523-4635 

www.hormel.com 

Howard Johnson, Inc. 

PO Box 4090 

Aberdeen, SD 57401 

Toll free: 1-800-544-9881 

www.hojo.com 

CORPORATE CONSUMER CONTACTS 

 SOCAP International Member 2013 Consumer Action Handbook 81 
CORPORATE CONSUMER CONTACTS 

Humana, Inc. 

PO Box 14601 

Lexington, KY 40512-4601 

502-580-1000 

Toll free: 1-800-448-6262 

www.humana.com 

Hyatt Hotels & Resorts 

Consumer Affairs 

9805 Q St. 

Omaha, NE 68127 

402-592-6465 

Toll free: 1-800-323-7249 

www.hyatt.com 

I 

IBM Corporation 

One New Orchard Rd. 

Armonk, NY 10504-1722 

914-499-1900 

Toll free: 1-800-426-4968 

(Customer Service) 

TTY: 1-800-426-3383 

: askibm@vnet.ibm.com 

www.ibm.com 

Ikea 

Customer Relations 

420 Alan Wood Rd. 

Conshohocken, PA 19428 

Toll free: 1-800-434-4532 

www.ikea.com 

Intel 

Consumer Relations 

2200 Mission College Blvd. 

Santa Clara, CA 95054 

408-765-8080 (Headquarters) 

www.intel.com 

InterContinental 

Hotels Group PLC 

Guest Relations 

PO Box 30321 

Salt Lake City, UT 84130-321 

Toll free: 1-800 621-0555 

www.ihgplc.com 

J 

Jack In The Box 

Guest Relations 

9330 Balboa Ave. 

San Diego, CA 92123-1516 

858-571-2121 

Toll free: 1-800-955-5225 

www.jackinthebox.com 

Jackson Hewitt Tax Service, Inc. 

Three Sylvan Way, Suite 301 

Parsippany, NJ 07054 

Toll free: 1-800-234-1040 

www.jacksonhewitt.com 

JanSport, Inc. 

2601 Harbor Bay Pkwy. 

Alameda, CA 94577 

501-614-4000 

Toll free: 1-800-558-3600 

www.jansport.com 

Janssen Pharmaceuticals, Inc. 

PO Box 200 

Titusville, NJ 08560 

Toll free: 1-800-526-7736 

www.ortho-mcneil.com 

Jarden Consumer 

Solutions, Inc. 

Consumer Affairs 

2381 Executive Center Dr. 

Boca Raton, FL 34331 

Toll free: 1-800-458-8407 

www.jardencs.com 

JCPenney Company, Inc. 

Corporate Customer Relations 

PO Box 10001 

Dallas, TX 75301-7311 

Toll free: 1-800-322-1189 

www.jcpenney.com 

J. Crew 

Customer Relations 

One Ivy Crescent 

Lynchburg, VA 24513-1001 

Toll free: 1-800-562-0258 

: contactus@jcrew.com 

www.jcrew.com 

Jenny Craig, Inc. 

Customer Care 

5770 Fleet St. 

Carlsbad, CA 92008 

760-696-4000 (Headquarters) 

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 

TTY: 1-800-336-5530 

: promise@jetblue.com 

www.jetblue.com 

Jiffy Lube International, Inc. 

Customer Service 

PO Box 4427 

Houston, TX 77210-4458 

Toll free: 1-800-344-6933 

www.jiffylube.com 

John Hancock Financial 

Services, Inc. 

601 Congress St. 

Boston, MA 02210-2805 

617-572-6000 

Toll free: 1-800-732-5543 

TTY: 1-800-832-5282 

www.johnhancock.com 

Johnson & Johnson Consumer 

Products, Inc. 

PO Box 726 

Langhorne, PA 19047-0726 

732-524-0400 

Toll free: 1-800-526-3967 

www.jnj.com 

Johnson Publishing Company, 

Inc. 

820 S. Michigan Ave. 

Chicago, IL 60605 

312-322-9200 

www.johnsonpublishing.com 

Just Born, Inc 

Consumer Relations 

1300 Stefko Blvd. 

Bethlehem, PA 18017 

610-867-7568 

Toll free: 1-888-645-3453 

: consumerrelations@justborn.com 

www.justborn.com 

JVC Company of America 

Customer Care 

1700 Valley Rd. 

Wayne, NJ 07470 

Toll free: 1-800-252-5722 

www.jvcservice.com 

K 

Kao Brands Company 

Consumer Relations Department 

2535 Spring Grove Ave. 

Cincinnati, OH 45214 

www.kaobrands.com 

Kawasaki Motor Corporation, 

USA 

Consumer Services 

PO Box 25252 

Santa Ana, CA 92799-5252 

949-460-5688 

www.kawasaki.com 

Kellogg Company t

Consumer Affairs 

PO Box CAMB 

Battle Creek, MI 49016 

Toll free: 1-800-962-1413 

www.kelloggcompany.com 

82 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
 

CORPORATE CONSUMER CONTACTS 

KFC 

PO Box 725489 

Atlanta, GA 31139 

Toll free: 1-800-225-5532 

www.kfc.com 

Kimberly-Clark Corporation 

Consumer Services 

Dept. INT 

PO Box 2020 

Neenah, WI 54957-2020 

Toll free: 1-888-525-8388 

www.kimberly-clark.com 

The Kirby Company 

Customer Relations 

1920 W. 114th St. 

Cleveland, OH 44102 

Toll free: 1-800-494-8586 

: consumer@kirbywhq.com 

www.kirby.com 

KitchenAid 

See: Whirlpool Corporation 

Toll free: 1-800-422-1230 

(Large Appliances) 

Toll free: 1-800-541-6390 

(Small Appliances) 

www.kitchenaid.com 

Kmart Corporation 

Customer Service 

Toll free: 1-866-562-7848 

: help@customerservice.kmart.com 

www.kmart.com 

Kohler Company 

444 Highland Dr. 

Kohler, WI 53044 

920-457-4441 

Toll free: 1-800-456-4537 

www.kohler.com 

Kohls Corporation 

Customer Service 

N56 W. 17000 Ridgewood Dr. 

Menomonee Falls, WI 53051 

262-703-7000 

Toll free: 1-866-887-8884 

Toll free: 1-800-564-5740 (Credit) 

: customer.service@kohls.com 

www.kohls.com 

Kona Grill, Inc. 

7150 E. Camelback Rd., #220 

Scottsdale, AZ 85251 

480-922-8100 

www.konagrill.com 

Kraft Foods, Inc. 

Consumer Relations 

One Kraft Court 

Glenview, IL 60025 

Toll free: 1-877-535-5666 

www.kraftfoods.com 

Kroger Company 

1014 Vine St. 

Cincinnati, OH 45202-1100 

Toll free: 1-800-576-4377 

www.kroger.com 

L 

LA Fitness International, LLC 

Member Services 

PO Box 54170 

Irvine, CA 92619-1300 

www.lafitness.com 

Land O’Lakes, Inc. 

Consumer Affairs 

PO Box 64050 

St. Paul, MN 55164-9784 

Toll free: 1-800-328-4155 

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 

: landsend@landsend.com 

www.landsend.com 

Lane Bryant 

777 S. State Rd. 7 

Margate, FL 33068 

Toll free: 1-866-886-4731 

www.lanebryant.com 

Lane Furniture 

Consumer Services 

PO Box 1627 

Hwy. 145 South 

Tupelo, MS 38802 

Toll free: 1-877-405-3745 

: service@lanefurniture.com 

www.lanefurniture.com 

La-Z-Boy, Inc. 

Consumer Services 

1284 N. Telegraph Rd. 

Monroe, MI 48162-3309 

Toll free: 1-800-375-6890 

: cservice@la-z-boy.com 

www.la-z-boy.com 

LeapFrog Enterprises, Inc. 

Customer Support 

6401 Hollis St., Suite 100 

Emeryville, CA 94608-1071 

Toll free: 1-800-701-5327 

Toll free: 1-866-334-5327 

(Online Support) 

: support@leapfrog.com 

www.leapfrog.com 

Leap Wireless International, Inc. 

5887 Copley Dr. 

San Diego, CA 92111 

858-882-6000 

Toll free: 1-800-274-2538 

www.leapwireless.com 

Lee Jeans 

Consumer Services 

9001 W. 67th St. 

Merriam, KS 66202 

Toll free: 1-800-453-3348 

www.lee.com 

L’eggs Products 

Consumer Services 

PO Box 3013 

Winston-Salem, NC 27102 

Toll free: 1-800-925-4872 

www.leggs.com 

LEGO Systems Inc 

Consumer Affairs 

555 Taylor Rd. 

PO Box 1138 

Enfield, CT 06083-1138 

Toll free: 1-800-838-9647 

Toll free: 1-877-518-5346 

(Shop at Home) 

www.lego.com 

Lennox Industries, Inc. 

Consumer Affairs 

PO Box 799900 

Dallas, TX 75379 

Toll free: 1-800-953-6669 

www.lennox.com 

LensCrafters 

4000 Luxottica Pl. 

Mason, OH 45040 

Toll free: 1-877-753-6727 

www.lenscrafters.com 

Levi Strauss & Company 

1155 Battery St. 

San Francisco, CA 94111 

Toll free: 1-866-860-8907 

: customerservice@levisstore.com 

www.levi.com 

Lexmark International, Inc. 

740 W. New Circle Rd. 

Lexington, KY 40550 

Toll free: 1-800-539-6275 

www.lexmark.com 

LG Electronics, Inc 

Customer Service 

PO Box 240007 

201 James Record Rd. 

Huntsville, AL 35813 

Toll free: 1-800-243-0000 (Appliances) 

www.lge.com 

CORPORATE CONSUMER CONTACTS 

 SOCAP International Member 2013 Consumer Action Handbook 83 
CORPORATE CONSUMER CONTACTS 

Liberty Mutual Insurance Group 

Customer Service 

100 Liberty Way 

Dover, NH 03820 

Toll free: 1-800-398-8924 

: Liberty.Service@ 

libertymutual.com 

www.libertymutual.com 

Lillian Vernon Corporation 

Customer Service 

PO Box 35980 

Colorado Springs, CO 80935-5980 

Toll free: 1-800-901-9291 

: custservice@lillianvernon.com 

www.lillianvernon.com 

Limited Brands, Inc. 

Customer Service 

Three Limited Pkwy. 

Columbus, OH 43230 

614-415-7000 

Toll free: 1-800-945-5088 

www.limitedbrands.com 

LinkedIn Corporation 

2029 Stierlin Ct. 

Mountain View, CA 94043 

www.linkedin.com 

Little Tikes 

Consumer Services 

2180 Barlow Rd. 

Hudson, OH 44236 

Toll free: 1-800-321-0183 

: littletikes.cares@ 

littletikescare.com 

www.littletikes.com 

L.L. Bean, Inc. 

Dept. CFM 

Freeport, ME 04033-0001 

207-552-3028 

Toll free: 1-800-441-5713 

TTY: 1-800-545-0090 

www.llbean.com 

Loehmann’s 

Customer Service 

2500 Halsey St. 

Bronx, NY 10461 

1-855-563-4626 

: customerservice@ 

loehmanns.com 

www.loehmanns.com 

Longhorn Steakhouse 

See: Darden Restaurants 

407-245-4000 

www.longhornsteakhouse.com 

Long John Silver’s 

Restaurants, Inc. 

: LJScares@LJSilvers.com 

www.ljsilvers.com 

L’Oreal USA 

575 5th 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 

M 

MAACO Enterprises, Inc. 

610 Freedom Business Center 

Suite 200 

King of Prussia, PA 19406 

610-265-6606 

Toll free: 1-800-523-1180 

www.maaco.com 

Macy’s 

Customer Service 

PO Box 8113 

Mason, OH 45040 

Toll free: 1-800-526-1202 

Toll free: 1-877-493-9207 (Credit) 

www.macys.com 

Magic Chef 

Customer Service 

777 Mark St. 

Wood Dale, IL 49022 

Toll free: 1-888-775-0202 

www.magicchef.com 

Magnavox 

Toll free: 1-800-705-2000 

www.magnavox.com 

Marriott International, Inc. 

Guest Relations 

1818 N. 90th St. 

Omaha, NE 68114-1315 

Toll free: 1-800-535-4028 

: customer.care@marriott.com 

www.marriott.com 

Mars Chocolate North America 

800 High St. 

Hackettstown, NJ 07840 

908-852-1000 

: askus@masterfoodsusa.com 

www.masterfoods.com 

Marshalls, Inc. 

See: TJX Companies, Inc. 

Toll free: 1-888-627-7425 

www.marshallsonline.com 

Massachusetts Mutual Insurance 

Company (Mass Mutual) 

Customer Relations 

1295 State St. 

Springfield, MA 01111-0001 

Toll free: 1-800-272-2216 

(Life Insurance) 

Toll free: 1-800-505-8952 

(Long Term Insurance) 

www.massmutual.com 

MasterCard Worldwide 

Consumer Inquiries 

(Contact your issuing bank first) 

2000 Purchase St. 

Purchase, NY 10577 

Toll free: 1-800-307-7309 

: Consumer_Inquiries@ 

mastercard.com 

www.mastercard.com 

Match.com, LLC 

PO Box 25472 

Dallas, TX 75225 

www.match.com 

Mattel, Inc. 

Worldwide Consumer Affairs 

333 Continental Blvd. 

El Segundo, CA 90245-5012 

310-252-2000 

Toll free: 1-800-524-8697 

TTY: 1-800-382-7470 

www.mattel.com 

Maybelline, Inc. 

Consumer Affairs 

PO Box 1010 

Clark, NJ 07066 

Toll free: 1-800-944-0730 

www.maybelline.com 

Mayflower Transit, LLC 

One Mayflower Dr. 

St. Louis, MO 63026 

636-305-4000 

Toll free: 1-800-241-1321 

Toll free: 1-800-325-9970 (Claims) 

www.mayflower.com 

Maytag 

Customer Service 

553 Benson Rd. 

Benton Harbor, MI 49022 

Toll free: 1-800-344-1274 

www.maytag.com 

McCormick & Company, Inc. 

Consumer Affairs 

211 Schilling Circle 

Hunt Valley, MD 21031 

410-527-6000 

Toll free: 1-800-632-5847 

www.mccormick.com 

84 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
CORPORATE CONSUMER CONTACTS 

CORPORATE CONSUMER CONTACTS 

McCormick & Schmicks Seafood 

Restaurants 

1510 W. Loop South 

Houston, TX 77027 

713-850-1010 

Toll free: 1-800-552-6379 

www.mccormickandschmicks.com 

McDonald’s Corporation 

Customer Satisfaction Dept.
 

2111 McDonalds Dr.
 

Oak Brook, IL 60523
 

Toll free: 1-800-244-6227
 

www.mcdonalds.com 

McKee Foods Corporation 

PO Box 750 

Collegedale, TN 37315 

Toll free: 1-800-522-4499 

www.mckeefoods.com 

Meineke Car Care Centers, Inc. 

Customer Service 

128 S. Tryon St., Suite 900 

Charlotte, NC 28202 

704-377-8855 

Toll free: 1-800-447-3070 

www.meineke.com 

The Mentholatum Company, Inc. 

Consumer Affairs 

707 Sterling Dr. 

Orchard Park, NY 14127 

716-677-2500 

Toll free: 1-800-688-9046 

www.mentholatum.com 

Merck & Co., Inc. 

One Merck Dr. 

PO Box 100 

Whitehouse Station, NJ 08889-0100 

908-423-1000 

Toll free: 1-800-444-2080 

Toll free: 1-800-727-5400 

(Patient Assistance) 

www.merck.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: 1-800-657-3323 

: general_askml@ml.com 

www.merrilllynch.com 

Merry Maids 

See: Service Master Company 

Toll free: 1-800-637-7962 

: info@merrymaids.com 

www.merrymaids.com 

MetLife, Inc. 

1095 Avenue of the Americas 

New York, NY 10036 

Toll free: 1-800-638-5433 

www.metlife.com 

Michelinas 

See: Bellisio Foods, Inc. 

218-723-5555 

: michelinas@bellisiofoods.com 

www.michelinas.com 

Michelin North America, Inc. 

Consumer Care Department 

PO Box 19001 

Greenville, SC 29602-9001 

Toll free: 1-866-866-6605 

www.michelinman.com 

Microsoft Corporation 

Customer Service 

1 Microsoft Way 

Redmond, WA 98052-6399 

425-882-8080 

Toll free: 1-800-642-7676 

TTY: 1-800-892-5234 

www.microsoft.com 

Midas, Inc. 

Consumer Relations 

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 60606-5888 

Toll free: 1-800-645-5376 

: contact@millercoors.com 

www.millercoors.com 

Mitsubishi Digital Electronics 

America, Inc. 

Consumer Relations Department 

9351 Jeronimo Rd. 

Irvine, CA 92618 

Toll free: 1-800-332-2119 

: tvsupport@mevsa.com 

www.mitsubishi-tv.com 

Money Management 

International t

14141 Southwest Fwy. 

Suite 1000 

Sugar Land, TX 77478-3494 

Toll free: 1-866-889-9347 

www.moneymanagement.org 

Morgan Stanley 

Client Advocate 

1585 Broadway 

New York, NY 10036 

Toll free: 1-800-869-3326 

: clientadvocate@ 

morganstanley.com 

www.morganstanley.com 

Motel 6 

Guest Relations 

PO Box 326 

Worthington, OH 43085 

614-601-4089 

Toll free: 1-800-557-3435 

www.motel6.com 

Motorola, Inc. 

Corporate Communications 

600 N. US Highway 45 

Libertyville, IL 60048 

847-523-5000 

Toll free: 1-800-734-5870 

TTY: 1-888-390-6456 

www.motorola.com 

Motts, Inc. 

Consumer Relations 

PO Box 869077 

Plano, TX 75086-9077 

Toll free: 1-800-426-4891 

www.motts.com 

Movado Group, Inc. 

650 From Rd., Suite 375 

Paramus, NJ 07652-3556 

201-267-8000 

Toll free: 1-800-810-2311 

www.movadogroupinc.com 

Mutual of Omaha Insurance 

Company 

Customer Service 

Mutual of Omaha Plaza 

Omaha, NE 68175 

402-342-7600 

Toll free: 1-800-228-7104 

Toll free: 1-800-775-1000 (Claims) 

: individualclaims@ 

mutualofomaha.com 

www.mutualofomaha.com 

Myspace.com 

8391 Beverly Blvd., #349 

Los Angeles, CA 90048 

: info@myspace.com 

www.myspace.com 

 SOCAP International Member 2013 Consumer Action Handbook 85 
CORPORATE CONSUMER CONTACTS 

N 

Nabisco Foods Group 

See: Kraft Foods, Inc. 

Toll free: 1-800-622-4726 

www.nabiscoworld.com 

National Amusements, Inc. 

Customer Service 

PO Box 9108 

846 University Ave. 

Dedham, MA 02062-9108 

: customer_service@ 

national-amusements.com 

www.showcasecinemas.com 

National Car Rental System, Inc. 

Customer Service 

8420 St. John Industrial Dr. 

St. Louis, MO 63114 

Toll free: 1-800-468-3334 

TTY: 1-800-328-6323 

www.nationalcar.com 

Nationwide Mutual Insurance 

Company 

Customer Advocacy 

One Nationwide Plaza 

Columbus, OH 43215-0220 

Toll free: 1-877-669-6877 

(Auto and Property Insurance) 

Toll free: 1-800-882-2822 

(General Inquiries) 

Toll free: 1-800-848-6331 (Investments) 

www.nationwide.com 

NaturaLawn of America 

One E. Church St. 

Fredrick, MD 21701 

301-694-5440 

Toll free: 1-800-989-5444 

: natural@nl-amer.com 

www.nl-amer.com 

Nautica Enterprises, Inc. 

Consumer Relations 

40 W. 57th St. 

New York, NY 10019 

Toll free: 1-866-376-4184 

www.nautica.com 

NBC Universal, Inc. 

Viewer Relations 

30 Rockefeller Plaza 

New York, NY 10112 

212-664-2333 

: nbcshows@nbcuni.com 

www.nbc.com 

The Neiman-Marcus Group, Inc. 

Customer Relations 

PO Box 650589 

Dallas, TX 75265-0589 

214-761-2660 

Toll free: 1-888-888-4757 

www.neimanmarcus.com 

Nestle Purina PetCare 

Company 

Office of Consumer Affairs 

Checkerboard Square 

St. Louis, MO 63164 

314-982-1000 

Toll free: 1-800-778-7462 

www.purina.com 

Nestle USA 

Consumer Services Center 

800 N. Brand Blvd. 

Glendale, CA 91203 

Toll free: 1-800-225-2270 

www.nestle.com 

Nestle Waters 

North America, Inc. 

900 Long Ridge Rd., Bldg. 2 

Stamford, CT 06902-1138 

203-531-4100 

Toll free: 1-866-676-1672 

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 

: ntgweb@neuus.jnj.com 

www.neutrogena.com 

New England Financial 

See: MetLife, Inc.
 

Toll free: 1-800-388-4000
 

www.nefn.com 

New York and Company 

Customer Service 

450 W. 33rd St., 5th Floor 

New York, NY 10001 

Toll free: 1-800-723-5333 

Toll free: 1-800-961-9906 (Website) 

: service@nyandcompany.com 

www.nyandcompany.com 

New York Life Insurance 

Company 

Corporate Compliance Department 

One Rockwood Rd. 

Sleepy Hollow, NY 10591 

Toll free: 1-800-710-7945 

www.newyorklife.com 

Nexxus Products Company 

See: Unilever 

Toll free: 1-800-444-6399 

www.nexxus.com 

Nickelodeon 

1515 Broadway 

New York, NY 10036 

212-846-2543 

www.nick.com 

Nike, Inc. 

Consumer Services 

One Bowerman Dr. 

Beaverton, OR 97005 

503-671-6453 

Toll free: 1-800-806-6453 

www.nike.com 

Nikon, Inc. 

Consumer Affairs 

1300 Walt Whitman Rd. 

Melville, NY 11747-3064 

631-547-4200 

310-414-8107 (Parts) 

Toll free: 1-800-645-6687 

(Technical and Service Repair) 

www.nikonusa.com 

Nine West Group, Inc. 

Customer Relations 

Nine West Plaza 

1129 Westchester Ave. 

White Plains, NY 10604 

914-640-6400 

Toll free: 1-800-999-1877 

www.ninewest.com 

Nintendo 

4600 150th Ave., NE 

Redmond, WA 98052 

Toll free: 1-800-255-3700 

www.nintendo.com 

Nokia USA 

Customer Contact Center 

6021 Connection Dr. 

Irving, TX 75039 

Toll free: 1-888-665-4228 

TTY: 1-800-246-6542 

: customercare@nokia.com 

nokiausa.com 

86 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
 

CORPORATE CONSUMER CONTACTS 

Nordstrom, Inc. 

Customer Service 

1700 7th Ave., Suite 300 

Seattle, WA 98101 

Toll free: 1-888-282-6060 

www.nordstrom.com 

North American Van Lines 

North American Claims Department 

PO Box 988 

Ft. Wayne, IN 46801-0988 

Toll free: 1-800-348-2111 

www.navl.com 

The North Face, Inc. 

Customer Service 

2013 Farallon Dr. 

San Leandro, CA 94577 

Toll free: 1-800-863-1968 

Toll free: 1-855-500-8639 (Warranties) 

: tnfsupport@vfc.com 

www.thenorthface.com 

Northwestern Mutual Life 

Insurance Company 

Corporate Relations 

720 E. Wisconsin Ave. 

Milwaukee, WI 53202-4797 

414-271-1444 

www.northwesternmutual.com 

Norwegian Cruise Lines 

Guest Relations 

7665 Corporate Center Dr. 

Miami, FL 33126 

Toll free: 1-866-625-1164 

Toll free: 1-866-584-9756 

(Special Needs) 

www.ncl.com 

Novartis Pharmaceuticals 

Corporation 

Customer Interaction Center 

One Health Plaza 

East Hanover, NJ 07936-1080 

862-778-8300 

Toll free: 1-888-669-6682 

www.pharma.us.novartis.com 

The NutraSweet Company 

Customer Service 

10 S. Wacker Dr. 

Chicago, IL 60606 

Toll free: 1-800-323-5321 

www.nutrasweet.com 

NutriSystem, Inc. 

Customer Service 

600 Office Center Dr. 

Fort Washington, PA 19034 

215-706-5300 

Toll free: 1-800-585-5483 

: customerservice@ 

nutrisystem.com. 

www.nutrisystem.com 

O 

Ocean Spray Cranberries, Inc. 

Consumer Affairs Department 

One Ocean Spray Dr. 

Lakeville-Middleboro, MA 02349 

Toll free: 1-800-662-3263 

www.oceanspray.com 

Office Depot, Inc. 

6600 N. Military Trail 

Boca Raton, FL 33496 

Toll free: 1-800-463-3768 

www.officedepot.com 

OfficeMax, Inc. 

Customer Service 

263 Shuman Blvd. 

Naperville, IL 60563 

630-438-7800 

Toll free: 1-800-283-7674 

: online@officemax.com 

www.officemax.com 

Old Navy 

Customer Relations 

200 Old Navy Ln. 

Grove City, OH 43123-8605 

Toll free: 1-800-653-6289 

TTY: 1-800-449-4253 

: custserv@oldnavy.com 

www.oldnavy.com 

Olive Garden 

PO Box 695017 

Orlando, FL 32869 

Toll free: 1-800-331-2729 

www.olivegarden.com 

Olympus America 

3500 Corporate Pkwy. 

PO Box 610 

Center Valley, PA 18034-0610 

Toll free: 1-800-622-6372 

Toll free: 1-888-553-4448 

(Digital Cameras) 

www.olympusamerica.com 

Omni Hotels 

Guest Relations 

420 Decker Dr. 

Irving, TX 75062 

Toll free: 1-800-809-6664 

www.omnihotels.com 

1-800-FLOWERS 

Customer Satisfaction Department 

One Old Country Rd., Suite 500 

Carle Place, NY 11514 

Toll free: 1-800-356-9377 

Toll free: 1-800-716-4851 

(Customer Service) 

www.1800flowers.com 

On the Border 

See: Brinker International 

Toll free: 1-800-682-6882 

www.ontheborder.com 

Orbitz, Inc. 

Customer Service 

500 W. Madison St., Suite 1000 

Chicago, IL 60661 

Toll free: 1-888-656-4546 

www.orbitz.com 

Orkin 

Customer Care Center 

2170 Piedmont Rd., NE 

Atlanta, GA 30324 

Toll free: 1-888-675-4662 

www.orkin.com 

Oster 

See: Jarden Consumer Solutions, Inc. 

Toll free: 1-800-334-0759 

www.oster.com 

Outback Steakhouse 

2202 N. West Shore Blvd., Suite 500 

Tampa, FL 33607-5761 

813-282-1225 

: newsoutback@outback.com 

www.outback.com 

Overstock.com 

Customer Service 

6350 S. 3000 E 

Salt Lake City, UT 84121 

Toll free: 1-800-843-2446 

www.overstock.com 

Owens Corning 

Consumer Relations 

One Owens Corning Pkwy. 

Toledo, OH 43659 

Toll free: 1-800-438-7465 

: answers@ 

answers.owenscorning.com 

www.owenscorning.com 

P 

Panasonic Corporation 

of North America 

Customer Experience Department 

661 Independence Pkwy. 

Chesapeake, VA 23320 

Toll free: 1-800-211-7262 

www.panasonic.com 

Panera Bread 

6710 Clayton Rd. 

Richmond Heights, MO 63117 

314-633-7100 

Toll free: 1-800-301-5566 

www.panerabread.com 

CORPORATE CONSUMER CONTACTS 

SOCAP International Member 2013 Consumer Action Handbook 87 
 

CORPORATE CONSUMER CONTACTS 

Papa John’s International, Inc. 

PO Box 99900 

Louisville, KY 40269-9990 

Toll free: 1-877-547-7272 

www.papajohns.com 

Pathmark Stores, Inc. 

Customer Relations 

Two Paragon Dr. 

Montvale, NJ 07645 

Toll free: 1-866-443-7374 

: customers@pathmark.com 

www.pathmark.com 

Payless ShoeSource 

Customer Service 

3231 S.E. 6th Ave. 

Topeka, KS 66607 

Toll free: 1-877-474-6379 

: CustomerService@ 

csr.payless.com 

www.payless.com 

PayPal.com 

2211 N. 1st St. 

San Jose, CA 95131 

Toll free: 1-888-221-1161 

www.paypal.com 

PearleVision 

Customer Service 

4000 Luxottica Pl. 

Mason, OH 45040 

Toll free: 1-800-937-3937 

www.pearlevision.com 

Pennzoil 

See: Shell Oil Company 

713-546-4000 

Toll free: 1-800-237-8645 

: generalpublicenquiries-us@ 

shell.com 

www.pennzoil.com 

Pep Boys Auto 

3111 W. Allegheny Ave. 

Philadelphia, PA 19132 

Toll free: 1-800-737-2697 

: custserv@pepboys.com 

www.pepboys.com 

Pepperidge Farm, Inc. 

Consumer Affairs 

595 Westport Ave. 

Norwalk, CT 06851 

Toll free: 1-888-737-7374 

www.pepperidgefarm.com 

Pepsi-Cola Company 

Consumer Relations 

One Pepsi Way 

Somers, NY 10589 

Toll free: 1-800-433-2652 

www.pepsico.com 

Perdue Farms, Inc. 

Consumer Relations 

PO Box 1656 

Horsham, PA 19044-6656 

Toll free: 1-800-473-7383 

www.perdue.com 

Petco 

Toll free: 1-877-738-6742 

www.petco.com 

PetSmart, Inc. 

Customer Service 

Toll free: 1-888-839-9638 

: customercare@petsmart.com 

www.petsmart.com 

P.F. Chang’s China Bistro, Inc. 

7676 E. Pinnacle Peak Rd. 

Scottsdale, AZ 85255 

Toll free: 1-866-732-4264 

www.pfchangs.com 

Pfizer, Inc. 

Consumer Affairs 

235 E. 42nd St. 

New York, NY 10017 

212-733-2323 

Toll free: 1-800-879-3477 

(Customer Response) 

Toll free: 1-800-438-1985 

(Medical Questions) 

www.pfizer.com 

Pharmavite Corporation 

Consumer Affairs 

PO Box 9606 

Mission Hills, CA 91346-9606 

818-221-6200 

Toll free: 1-800-276-2878 (Nature Made) 

Toll free: 1-888-676-9569 (Soy Joy) 

www.pharmavite.com 

Philip Morris USA 

Quality Department 

PO Box 18583 

Pittsburgh, PA 15236 

804-274-2000 

Toll free: 1-800-343-0975 

www.philipmorrisusa.com 

Philips Consumer Electronics 

North America 

Customer Service 

3000 Minuteman Rd., Mail Stop 109 

Andover, MA 01810 

Toll free: 1-888-744-5477 

www.philips.com 

Phillips-Van Heusen Corporation 

Customer Services
 

1001 Frontier Rd., Mail Stop # 44
 

Bridgewater, NJ 08807
 

Toll free: 1-800-388-9122 (Van Heusen)
 

Toll free: 1-800-950-2277 (Bass)
 

Toll free: 1-800-866-7292 (Izod)
 

Toll free: 1-866-214-6694 (Calvin Klein)
 

www.pvh.com 

Pinnacle Foods Group LLC 

Consumer Relations 

PO Box 3900 

Peoria, IL 61612 

pinnaclefoods.com 

Pioneer Electronics Service, Inc. 

Customer Service
 

Toll free: 1-800-228-7221(Parts)
 

Toll free: 1-800-421-1404 (General
 

Service)
 

www.pioneerelectronics.com 

Pirelli Tire Corporation 

100 Pirelli Dr. 

Rome, GA 30161 

Toll free: 1-800-747-3554 

www.us.pirelli.com 

Pizza Hut 

7100 Corporate Dr. 

Plano, TX 75024 

972-338-7700 

Toll free: 1-800-948-8488 

www.pizzahut.com 

Playskool 

Toll free: 1-800-752-9755 

: customersupport@hasbro.com 

www.hasbro.com/playskool 

Playstation 

See: Sony Corporation of America 

Toll free: 1-800-345-7669 

www.us.playstation.com 

Playtex Products, Inc. 

Consumer Affairs 

890 Mountain Ave. 

New Providence, NJ 07974 

Toll free: 1-888-310-4290 

www.playtexproductsinc.com 

Polaroid Corporation 

Customer Care Center 

4400 Baker Ave. 

Minnetonka, MN 55343 

Toll free: 1-800-765-2764 

(Product Support) 

Toll free: 1-888-312-2615 

(Order Support) 

: info@polaroid.com 

www.polaroid.com 

88 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
CORPORATE CONSUMER CONTACTS 

CORPORATE CONSUMER CONTACTS 

Polo/Ralph Lauren Corporation 

Consumer Relations 

625 Madison Ave., 11th Floor 

New York, NY 10022 

Toll free: 1-888-475-7674 

: customerassistance@ 

ralphlauren.com 

www.polo.com 

Popeyes Louisiana Kitchen 

Guest Hospitality 

PO Box 725489 

Atlanta, GA 31139 

Toll free: 1-877-767-3937 

: popeyescommunications@ 

popeyes.com 

www.popeyes.com 

Prestige Brands 

Office of Consumer Affairs 

90 N. Broadway 

Irvington, NY 10533 

Toll free: 1-800-443-4908 

www.prestigebrandsinc.com 

Price Chopper Supermarkets 

Consumer Services 

461 Nott St. 

Schenectady, NY 12308 

518-355-5000 

Toll free: 1-800-666-7667 

www.pricechopper.com 

Priceline 

800 Connecticut Ave. 

Norwalk, CT 06854 

Toll free: 1-877-477-5807 

www.priceline.com 

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 

Company t

Consumer Relations 

PO Box 599 

Cincinnati, OH 45201 

513-983-1100 

Toll free: (Toll free numbers 

appear on all labels) 

www.pg.com 

The Progressive Corporation 

Customer Service 

6300 Wilson Mills Rd. 

Mayfield Village, OH 44143 

440-461-5000 (Corporate) 

Toll free: 1-800-776-4737 

www.progressive.com 

Prudential Financial, Inc. 

Policyowner Relations Dept.
 

One Corporate 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: 1-800-526-8061
 

www.prudential.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) 

: pchconsumeraffairs@pch.com 

www.pch.com 

Publix 

Consumer Relations 

PO Box 407 

Lakeland, FL 33802-0407 

Toll free: 1-800-242-1227 

www.publix.com 

Q 

Qdoba Mexican Grill 

4865 Ward Rd., Suite 500 

Wheat Ridge, CO 80033-1902 

720-898-2300 

Toll free: 1-888-497-3622 

: info@qdoba.com 

www.qdoba.com 

The Quaker Oats Company 

Consumer Response/QTG 

PO Box 049003 

Chicago, IL 60604-9003 

312-821-1000 

Toll free: 1-800-367-6287 

www.quakeroats.com 

QuikTrip Corporation 

PO Box 3475 

Tulsa, OK 74101 

918-615-7700 

Toll free: 1-800-848-1966 

www.quiktrip.com 

Quiznos 

1001 17th St., Suite 200 

Denver, CO 80202 

720-359-3300 (Headquarters) 

Toll free: 1-866-486-2783 

(Customer Comments) 

www.quiznos.com 

QVC, Inc. 

Customer Service 

1200 Wilson Drive at Studio Park 

West Chester, PA 19380 

Toll free: 1-800-345-5788 

TTY: 1-800-544-3316 

: QVCcares@QVC.com 

www.qvc.com 

R 

Radio Shack Corporation 

Customer Care 

Riverfront Campus 

Mail Stop #CF4-216 

300 Radio Shack Circle 

Fort Worth, TX 76102-1964 

817-415-3011 

Toll free: 1-800-843-7422 

: RadioShack.Customer.Care@ 

RadioShack.com 

www.radioshack.com 

Radisson Hotels Resorts 

11340 Blondo St., Suite 100 

Omaha, NE 68164 

Toll free: 1-800-615-7253 

www.radisson.com 

Ramada Inn 

See: Wyndham Hotel Group 

Toll free: 1-800-828-6644 

www.ramada.com 

Rayovac Corporation 

Consumer Service 

PO Box 44960 

Madison, WI 53744 

Toll free: 1-800-237-7000 

: consumers@rayovac.com 

www.rayovac.com 

Readers Digest Association, Inc. 

Customer Service 

Readers Digest Rd. 

Pleasantville, NY 10570-7000 

914-238-1000 

Toll free: 1-800-304-2807 

TTY: 1-800-735-4327 

: letters@rd.com 

www.readersdigest.com 

Reckitt Benckiser, Inc. 

Consumer Relations 

PO Box 224 

Parsippany, NJ 07054-0224 

Toll free: 1-800-228-4722 

: corpcomms@ 

reckittbenckiser.com 

www.reckittbenckiser.com 

 SOCAP International Member 2013 Consumer Action Handbook 89 
CORPORATE CONSUMER CONTACTS 

Red Lobster 

Guest Relations 

1000 Darden Center Dr. 

Orlando, FL 32837 

407-245-4000 

Toll free: 1-800-562-7837 

www.redlobster.com 

Regal Ware, Inc. 

Consumer Service 

1675 Reigle Dr. 

Kewaskum, WI 53040 

262-626-2121 

: info@regalware.com 

www.regalware.com 

Remington Products Company 

Consumer Services 

PO Box 1 

DeForest, WI 53532 

Toll free: 1-800-392-6544 

: ContactUs@ 

remingtonproducts.com 

www.remington-products.com 

Rent-A-Center 

Customer Service 

5501 Headquarters Dr. 

Plano, TX 75024 

Toll free: 1-800-422-8186 

www.rentacenter.com 

Residence Inn 

See: Marriott International, Inc. 

Toll free: 1-800-228-2800 

www.residenceinn.com 

Rich Products 

Consumer Relations 

PO Box 20670 

127 Airport Rd. 

St. Simons Island, GA 31522 

912-638-5000 

Toll free: 1-888-732-7251 

: rsp-consumer.relations@rich.com 

Rite Aid Corporation 

Customer Support 

PO Box 3165 

Harrisburg, PA 17105 

717-761-2633 

Toll free: 1-800-748-3243 

Toll free: 1-888-213-9920 (Rebates) 

TTY: 1-800-821-1833 

www.riteaid.com 

Rolex Watch U.S.A., Inc. 

665 5th Ave., 5th Floor 

New York, NY 10022 

212-758-7700 

www.rolex.com 

Roto-Rooter Corporation 

225 E. 5th St. 

Cincinnati, OH 45202 

513-762-6690 

Toll free: 1-800-438-7686 

www.roto-rooter.com 

Royal Caribbean International 

Corporate Guest Relations 

1050 Caribbean Way 

Miami, FL 33132 

Toll free: 1-800-256-6649 

Toll free: 1-800-398-9819 (Website) 

www.royalcaribbean.com 

Rubbermaid 

Consumer Services 

3320 W. Market St. 

Fairlawn, OH 44333 

Toll free: 1-888-895-2110 

www.rubbermaid.com 

Ruths Chris Steakhouse 

Ruths Hospitality Group, Inc. 

1030 W. Canton Ave., Suite 100 

Winter Park, FL 32789 

407-333-7440 

www.ruthschris.com 

S 

Safe Auto Insurance 

Customer Service 

PO Box 182109 

Columbus, OH 43218-2109 

Toll free: 1-800-723-3288 

: csd@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 Relations 

PO Box 10327 

Jackson, MS 39289 

212-940-5027 

Toll free: 1-877-551-7257 

: service@saks.com 

www.saks.com 

Sam’s Club 

Member Service 

2101 S.E. Simple Savings Dr. 

Bentonville, AR 72716-0745 

Toll free: 1-888-746-7726 

www.samsclub.com 

Samsonite Corporation 

Customer Service 

575 West St., Suite 110 

Mansfield, MA 02048 

Toll free: 1-800-765-2247 

Toll free: 1-800-262-8282 (Warranty) 

: questions@samsonite.com 

www.samsonite.com 

Samsung Electronics America 

Customer Service and 

Technical Support 

85 Challenger Rd. 

Ridgefield Park, NJ 07660 

Toll free: 1-800-726-7864 

Toll free: 1-888-987-4357 

(Mobile Phones) 

TTY: 1-888-899-7608 

www.samsung.com 

Sanofi-Aventis 

55 Corporate Dr. 

Bridgewater, NJ 08807-2854 

Toll free: 1-800-981-2491 

www.sanofi-aventis.us 

Sargento Foods Inc. 

Consumer Affairs 

One Persnickety Pl. 

Plymouth, WI 53073 

920-893-8484 (Corporate) 

Toll free: 1-800-243-3737 

www.sargento.com 

Sara Lee Foods 

See: Hillshire Brands 

saralee.com 

SC Johnson and Son, Inc. 

1525 Howe St. 

Racine, WI 53403 

Toll free: 1-800-494-4855 

www.scjohnsonwax.com 

The Scotts Company 

Help Center 

14111 Scottslawn Rd. 

Marysville, OH 43041 

Toll free: 1-888-270-3714 

www.scotts.com 

Seabourn Cruise Line 

Guest Relations 

300 Elliott Ave., W 

Seattle, WA 98119 

206-626-9179 

Toll free: 1-866-755-5619 

: guestrelations@seabourn.com 

www.seabourn.com 

Sealy Corporation 

Consumer Support 

One Office Parkway at Sealy Dr. 

Trinity, NC 27370 

Toll free: 1-800-697-3259 

www.sealy.com 

90 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
CORPORATE CONSUMER CONTACTS 

CORPORATE CONSUMER CONTACTS 

Sears 

Executive Customer Relations 

3333 Beverly Rd. 

Mail Stop RR 

Hoffman Estates, IL 60179 

847-286-2500 

Toll free: 1-800-549-4505 (Retail) 

Toll free: 1-800-697-3277 (Online) 

TTY: 1-800-659-7017 

www.sears.com 

Seiko Instruments USA, Inc. 

Customer Service 

2990 Lomita Blvd. 

Torrance, CA 90505 

Toll free: 1-800-757-1011 

www.seikoinstruments.com 

Seneca Foods Corporation 

Consumer Affairs 

3736 S. Main St. 

Marion, NY 14505 

315-926-8100 

Toll free: 1-800-872-1110 

www.senecafoods.com 

Serta, Inc. 

Customer Service 

Three Golf Center #392 

Hoffman Estates, IL 60169 

847-645-0200 

Toll free: 1-888-557-3782 

: customer.service@serta.com 

www.serta.com

 Service Master Company 

860 Ridge Lake Blvd. 

Memphis, TN 38120 

www.servicemaster.com 

7-Eleven, Inc 

Customer Relations 

Location 231 

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 

Toll free: 1-800-237-4277 

www.sharpusa.com 

Shell Oil Company 

Customer Care 

PO Box 2463 

Houston, TX 77252 

713-241-6161 (Headquarters) 

Toll free: 1-888-467-4355 

Toll free: 1-800-331-3703 (Shell Card) 

: ShellCustomerCare@shell.com 

www.shellus.com 

Sheraton Hotels 

See: Starwood Hotels & Resorts 

Worldwide, Inc. 

Toll free: 1-800-325-3535 

www.sheraton.com 

Sherwin-Williams Company 

Midland Building 

101 Prospect Ave., NW 

PO Box 647 

Cleveland, OH 44115 

Toll free: 1-800-474-3794 

www.sherwin-williams.com 

Shoneys, Inc. 

Guest Relations 

1717 Elm Hill Pike, Suite B-1 

Nashville, TN 37210 

615-391-5395 

Toll free: 1-877-377-2233 

: helpdesk@shoneys.com 

www.shoneys.com 

Simmons Bedding Company 

Consumer Service 

One Concourse Pkwy., Suite 800 

Atlanta, GA 30328-6188 

Toll free: 1-877-399-9397 

: customerassistance@ 

simmons.com 

www.simmons.com 

Slim-Fast Foods Company 

Consumer Services Dept. 

920 Sylvan Ave., 2nd Floor 

Englewood Cliffs, NJ 07632 

Toll free: 1-800-754-6327 

: support@slimfast.com 

www.slimfast.com 

Sonesta International Hotels 

Corporation 

255 Washington St. 

Newton, MA 02458 

617-421-5447 

Toll free: 1-800-766-3782 

: info@sonesta.com 

www.sonesta.com 

Sony Corporation of America 

Consumer Information Service Center
 

12451 Gateway Blvd.
 

Fort Myers, FL 33913
 

239-768-7547 (Consumer Eletronics)
 

Toll free: 1-800-345-7669 (Playstation)
 

www.sony.com 

Southwest Airlines 

Customer Relations Department 

PO Box 36647-1CR 

Dallas, TX 75235 

214-932-0333 

Toll free: 1-800-435-9792 

TTY: 1-800-533-1305 

www.southwest.com 

Spiegel Brands, Inc 

Customer Satisfaction 

One Spiegel Ave. 

Hampton, VA 23630-5367 

Toll free: 1-800-222-5680 

: clientservices@spiegel.com 

www.spiegel.com 

Spirit Airlines 

2800 Executive Way 

Miramar, FL 33025 

Toll free: 1-800-772-7117 

: customer@spirit.com 

www.spiritair.com 

Springs Global U.S., Inc. 

Public Relations Dept. of 

Corporate Communication 

PO Box 70 

Fort Mill, SC 29716 

803-547-1500 

Toll free: 1-888-926-7888 

Toll free: 1-800-221-6352 

(Window Products) 

www.springs.com 

Sprint Nextel 

KSOPHT0101-Z4300 

6391 Sprint Pkwy. 

Overland Park, KS 66251-4300 

Toll free: 1-888-211-4727 

(Sprint Phones) 

Toll free: 1-800-639-6111 

(Nextel Phones) 

Toll free: 1-800-877-4646 

(Wireline Service) 

www.sprint.com 

Stanley Hardware (Division of the 

Stanley Works) 

Customer Service 

480 Myrtle St. 

New Britain, CT 06053 

Toll free: 1-800-622-4393 

www.stanleyhardware.com 

Staples, Inc. 

Consumer Affairs 

500 Staples Dr. 

Framingham, MA 01702 

Toll free: 1-800-378-2753 

www.staples.com 

Starbucks 

Customer Relations 

PO Box 3717 

Seattle, WA 98124-3717 

Toll free: 1-800-782-7282 

www.starbucks.com 

 SOCAP International Member 2013 Consumer Action Handbook 91 
CORPORATE CONSUMER CONTACTS 

Starwood Hotels & Resorts 

Worldwide, Inc. 

Customer Service 

PO Box 6020 

Lancaster, CA 93539 

Toll free: 1-800-625-5144 

: 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 

: info@statefarm.com 

www.statefarm.com 

SteinMart 

1200 Riverplace Blvd. 

Jacksonville, FL 32207 

904-346-1500 

Toll free: 1-888-783-4662 

: e-customerservice@ 

steinmart.com 

www.steinmart.com 

Stop & Shop Supermarket 

Company, Inc. 

Customer Service Dept.
 

1385 Hancock St.
 

Quincy, MA 02169
 

Toll free: 1-800-767-7772
 

www.stopandshop.com 

StubHub, Inc. 

199 Fremont St., Suite 300 

San Francisco, CA 94105 

: customerservice@stubhub.com 

www.stubhub.com 

Subway 

325 Bic Dr. 

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 

Symantec Corporation 

Customer Service 

350 Ellis St. 

Mountain View, CA 94043 

Toll free: 1-800-721-3934 

www.symantec.com 

T 

Taco Bell 

Customer Relations 

One Glen Bell Way 

Irvine, CA 92618 

Toll free: 1-800-822-6235 

www.tacobell.com 

Talbots 

Customer Service Department 

One Talbots Dr. 

Hingham, MA 02043 

781-741-4028 

Toll free: 1-800-992-9010 

TTY: 1-800-624-9179 

: customerservice@talbots.com 

www.talbots.com 

Target Stores 

Guest Relations and Quality 

Assurance 

PO Box 9350 

Minneapolis, MN 55440 

Toll free: 1-800-440-0680 

: guest.relations@target.com 

www.target.com 

TEAC America, Inc. 

Customer Service 

7733 Telegraph Rd. 

Montebello, CA 90640 

323-726-0303 

323-727-7627 (Service) 

: custser@teac.com 

www.teac.com 

Teleflora 

PO Box 60910 

Los Angeles, CA 90060-0910 

Toll free: 1-800-835-3356 

: service@teleflora.com 

www.teleflora.com 

Terminix 

See: Service Master Company 

Toll free: 1-800-837-6464 

: terminixcares@terminix.com 

www.terminix.com 

Texas Instruments, Inc. 

Consumer Relations 

PO Box 660199 

Dallas, TX 75266-0199 

972-995-2011 

Toll free: 1-800-842-2737 

www.ti.com 

T.G.I. Fridays 

Guest Relations
 

4201 Marsh Ln.
 

Carrollton, TX 75007
 

Toll free: 1-800-374-4297 (Option 1)
 

www.tgifridays.com 

3M 

Customer Relations 

3M Center 

St. Paul, MN 55144-1000 

651-737-6501 

Toll free: 1-800-364-3577 

www.3m.com 

Thrifty Car Rental 

PO Box 35250 

Tulsa, OK 74153 

918-669-2168 

Toll free: 1-800-847-4389 

TTY: 1-888-332-3677 

: customercare@thrifty.com 

www.thrifty.com 

TicketMaster 

Attn: Fan Support 

1000 Corporate Landing 

Charleston, WV 25311 

Toll free: 1-800-653-8000 

www.ticketmaster.com 

Time, Inc. 

Consumer Affairs 

3000 University Center Dr. 

Tampa, FL 33612-6408 

813-979-6625 

Toll free: 1-866-550-6934 

: subsvcs@time.customersvc.com 

www.time.com 

Time Warner, Inc. 

One Time Warner Center 

New York, NY 10019 

212-484-8000 

www.timewarner.com 

Timex Corporation 

Customer Service 

1302 Pike Ave. 

North Little Rock, AR 72114 

501-372-1111 

Toll free: 1-800-448-4639 

: custserv@timex.com 

www.timex.com 

TJ Maxx 

See: TJX Companies, Inc. 

508-390-3000 

Toll free: 1-800-926-6299 

www.tjmaxx.com 

92 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
 

 

CORPORATE CONSUMER CONTACTS 

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 

(Customer Care) 

Toll free: 1-800-866-2453 

(Product Questions) 

TTY: 1-877-296-1018 

www.tmobile.com 

Top-Flite Professional Golf 

Company 

See: Dick’s Sporting Goods 

www.topflite.com 

The Toro Company 

Consumer Customer Care 

8111 Lyndale Ave., S 

Bloomington, MN 55420 

Toll free: 1-888-384-9939 

: consumer.service@toro.com 

www.toro.com 

Toshiba America 

Digital Products Division 

9740 Irvine Blvd. 

Irvine, CA 92618-1697 

Toll free: 1-800-631-3811 

Toll free: 1-800-457-7777 (Computers) 

: customer_support@tacp.com 

www.tacp.toshiba.com 

Totes/Isotoner 

Customer Service 

9655 International Blvd. 

Cincinnati, OH 45246-5658 

513-682-8200 (Warranties) 

Toll free: 1-800-762-8712 

Toll free: 1-800-281-4535 

(Online Purchases) 

: customeraffairs@totes.com 

www.totes.com 

Toys R Us 

Guest 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 

Residential Customer Relations 

One Centennial Ave. 

Piscataway, NJ 08854 

903-581-3660 

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) 

: fvad@transunion.com 

(Fraud Victims) 

www.transunion.com 

Travelers Companies, Inc. 

Consumer Affairs 

One Tower Square 8MS 

Hartford, CT 06183 

Toll free: 1-866-336-2077 

(Customer Advocacy) 

Toll free: 1-800-252-4633 

(Claim Inquiry) 

www.travelers.com 

Travelocity.com LP 

Customer Service 

11603 Crosswinds Way, Suite 125 

San Antonio, TX 78233 

Toll free: 1-888-872-8356 

TTY: 1-800-555-7585 

: travelocity@travelocity.com 

www.travelocity.com 

Travelodge 

See: Wyndham Hotel Group 

Toll free: 1-800-835-2424 

www.travelodge.com 

True Value Company 

Customer Service 

8600 W. Bryn Mawr Ave. 

Chicago, IL 60631-3505 

Toll free: 1-877-502-4641 

www.truevalue.com 

TruGreen Lawn Care 

See: Service Master Company 

Toll free: 1-877-905-5147 

: customercare@trugreenmail.com 

www.trugreen.com 

Turtle Wax, Inc. 

Consumer Affairs 

PO Box 247 

Willowbrook, IL 60559-0247 

Toll free: 1-800-887-8539 

www.turtlewax.com 

TV Guide 

Customer Relations 

1800 N. Highland Ave., 7th Floor 

New York, CA 90028 

Toll free: 1-800-866-1400 

: feedback@tvguide.com 

www.tvguide.com 

Twitter.com 

1355 Market St., Suite 900 

San Francisco, CA 94103 

www.twitter.com 

Tyson Foods 

Consumer Relations CP631 

2200 Don Tyson Pkwy. 

Springdale, AR 72762 

Toll free: 1-800-643-3410 

www.tyson.com 

U 

U-Haul International 

Customer Service 

2727 N. Central Ave. 

Phoenix, AZ 85004 

Toll free: 1-800-789-3638 

www.uhaul.com 

Uniden America Corporation 

Customer Service 

4700 Amon Carter Blvd. 

Fort Worth, TX 76155 

817-858-3300 

Toll free: 1-800-297-1023 

TTY: 1-800-874-9314 

: cservice@uniden.com 

www.uniden.com 

Unilever 

Consumer Services 

920 Sylvan Ave., 2nd Floor 

Englewood Cliffs, NJ 07632 

Toll free: 1-800-298-5018 

: comments@unilever.com 

www.unilever.com 

Uniroyal Tires 

Consumer Care Department 

PO Box 19001 

Greenville, SC 29602-9001 

Toll free: 1-877-458-5878 

www.uniroyal.com 

CORPORATE CONSUMER CONTACTS 

SOCAP International Member 2013 Consumer Action Handbook 93 
CORPORATE CONSUMER CONTACTS 

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) 

TTY: 1-800-323-0170 

: customervoice9@united.com 

www.ual.com 

United Healthcare 

Customer Service 

PO Box 740815 

Atlanta, GA 30374-0815 

Toll free: 1-888-545-5205 

www.uhc.com 

United Online, Inc. 

LNR Warner Center 

21301 Burbank Blvd. 

Woodland Hills, CA 91367 

www.unitedonline.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. 

Claim Department 

One United Dr. 

St. Louis, MO 63026 

Toll free: 1-800-948-4885 

www.unitedvanlines.com 

Uno Chicago Grill 

100 Charles Park Rd. 

Boston, MA 02132 

617-323-9200 

Toll free: 1-866-600-8667 

: mail@unos.com 

www.unos.com 

US Airways 

Customer Relations 

4000 E. Sky Harbor Blvd. 

Phoenix, AZ 85034 

480-693-0800 

Toll free: 1-800-428-4322 

TTY: 1-800-245-2966 

www.usairways.com 

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 

V 

The Valvoline Company 

Customer Service 

PO Box 14000 

Lexington, KY 40512 

Toll free: 1-800-832-6825 

www.valvoline.com 

Verizon Communications, Inc. 

(Contact the Verizon office in your 

geographic area) 

Toll free: 1-800-837-4966 

Toll free: 1-800-922-0204 

(Wireless Service) 

TTY: 1-800-974-6006 

www.verizon.com 

Viacom, Inc. 

1515 Broadway 

New York, NY 10036 

212-258-6000 

www.viacom.com 

Victoria’s Secret Stores 

Customer Service 

North American Office 

PO Box 16589 

Columbus, OH 43216-6589 

Toll free: 1-800-411-5116 

TTY: 1-800-695-1788 

: customercare@ 

victoriassecret.com 

www.victoriassecret.com 

Virgin Atlantic Airways, Ltd. 

PO Box 570 

Canton, MA 02021 

Toll free: 1-800-821-5438 

TTY: 1-800-847-4641 

: customer.relations.us@ 

fly.virgin.com 

www.virgin-atlantic.com 

Virgin Mobile USA, LLP 

Customer Resolutions 

10 Independence Blvd. 

Warren, NJ 07059 

Toll free: 1-888-322-1122 

: ourteam@virginmobileusa.com 

www.virginmobileusa.com 

Visa USA, Inc. 

(Contact your issuing bank first) 

PO Box 194607 

San Francisco, CA 94119-4607 

Toll free: 1-800-847-2911 

: askvisausa@visa.com 

www.visa.com 

Vonage 

Customer Care 

23 Main St. 

Holmdel, NJ 07733 

Toll free: 1-866-243-4357 

www.vonage.com 

The Vons Companies, Inc. 

See: Safeway, Inc.
 

Toll free: 1-877-723-3929
 

www.vons.com 

W 

Wal-Mart Stores, Inc. 

Customer Relations 

702 S.W. 8th St. 

Bentonville, AR 72716 

Toll free: 1-800-925-6278 

Toll free: 1-800-966-6546 

(Website Questions) 

www.wal-mart.com 

Walgreens 

Consumer Relations
 

200 Wilmot Rd.
 

Deerfield, IL 60015
 

Toll free: 1-800-925-4733 (In-store)
 

Toll free: 1-877-250-5823 (Online)
 

www.walgreens.com 

Walter Drake, Inc. 

Customer Service 

PO Box 3680 

Oshkosh, WI 54903-3680 

Toll free: 1-855-202-7393 

wdrake.com 

Wegman’s Food Markets 

Consumer Affairs 

1500 Brooks Ave. 

PO Box 30844 

Rochester, NY 14603-0844 

Toll free: 1-800-934-6267 

www.wegmans.com 

Weight Watchers International 

Corporate Affairs 

11 Madison Ave., 17th Floor 

New York, NY 10010 

Toll free: 1-800-651-6000 

: customerservice@ 

weightwatchers.com 

www.weightwatchers.com 

Wells Fargo Company 

Customer Service 

PO Box 560948 

Charlotte, NC 28256 

Toll free: 1-800-869-3557 (General) 

TTY: 1-800-877-4833 

www.wellsfargo.com 

94 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
CORPORATE CONSUMER CONTACTS 

Wendy’s International, Inc. 

One Dave Thomas Blvd. 

Dublin, OH 43017 

614-764-3100 ext. 2032 

Toll free: 1-800-443-7266 

www.wendys.com 

Western Union Financial 

Services, Inc. 

Customer Advocate Dept. 

PO Box 6036 

Englewood, CO 80112 

Toll free: 1-800-222-5598 

Toll free: 1-800-448-1492 (Fraud) 

: customeradvocatedept@ 

westernunion.com 

www.westernunion.com 

Westin 

See: Startwood 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: 1-800-688-2002
 

Toll free: 1-800-344-1274 (Maytag)
 

Toll free: 1-800-422-1230 (KitchenAid)
 

: whirlpool_customerexperience@ 

whirlpool.com 

www.whirlpool.com 

Whole Foods Markets, Inc. 

550 Bowie St. 

Austin, TX 78703 

512-542-0878 

: customer.questions@ 

wholefoods.com 

www.wholefoods.com 

W Hotels 

See: Starwood Hotels & Resorts 

Worldwide, Inc. 

www.whotels.com 

Williams-Sonoma, Inc. 

10000 Covington Cross Dr. 

Las Vegas, NV 89144 

Toll free: 1-877-812-6235 

: CustomerService@ 

williams-sonoma.com 

www.williams-sonoma.com 

Winn-Dixie Stores, Inc. 

Customer Service 

PO Box B 

Jacksonville, FL 32203-0297 

Toll free: 1-866-946-6349 

: Svc_WDCustResp@ 

winn-dixie.com 

www.winn-dixie.com 

Winnebago Industries 

Owner Relations 

PO Box 152 

Forest City, IA 50436-0152 

641-585-3535 

Toll free: 1-800-537-1885 

: info@winnabagoind.com 

www.winnebagoind.com 

Wrangler 

Consumer Relations 

PO Box 21488 

Greensboro, NC 27420-1488 

Toll free: 1-888-784-8571 

: wranglerweb@vfc.com 

www.wrangler.com 

Wyndham Hotel Group 

Customer Service 

1910 8th Ave. NE 

Aberdeen, SD 57401 

Toll free: 1-800-347-7559 

www.wyndhamworldwide.com 

X 

Xbox 

See: Microsoft Corporate 

Toll free: 1-800-469-9269 

TTY: 1-866-740-9269 

www.xbox.com 

Xerox Corporation 

Customer Relations 

PO Box 4505 

45 Glover Ave. 

Norwalk, CT 06856 

203-968-3000 

Toll free: 1-877-979-8498 

(Customer Relations) 

Toll free: 1-888-339-7887 (Billing) 

Toll free: 1-800-821-2797 

(Customer Technical Support) 

Toll free: 1-800-275-9376 

: webmaster@xerox.com 

www.xerox.com 

Y 

Yahoo! Online 

Customer Care
 

701 1st Ave.
 

Sunnyvale, CA 94089
 

408-349-5070 (Customer Care)
 

Toll free: 1-866-562-7219
 

(Customer Care)
 

: cc-advoc@yahoo-inc.com 

www.yahoo.com 

Yamaha Motor Corporation 

Customer Relations 

6555 Katella Ave. 

Cypress, CA 90630 

714-761-7435 

Toll free: 1-800-962-7926 

(Customer Relations) 

Toll free: 1-800-252-5265 

(Yamaha Card) 

www.yamaha-motor.com 

YUM! Brands, Inc. 

Customer Relations
 

1900 Colonel Sanders Ln.
 

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 

Zales Jewelers 

Customer Service 

PO Box 152771 

Irving, TX 75038-1003 

Toll free: 1-800-311-5393 

: customersupport@zales.com 

www.zales.com 

Zappos.com 

Customer Loyalty 

2280 Corporate Circle, Suite 100 

Henderson, NV 89074 

Toll free: 1-800-927-7671 

: cs@zappos.com 

www.zappos.com 

Zenith Electronics Corp. 

Customer Service 

2000 Millbrook Dr. 

Lincolnshire, IL 60069 

Toll free: 1-877-993-6484 

www.zenith.com 

CORPORATE CONSUMER CONTACTS 

 SOCAP International Member 2013 Consumer Action Handbook 95 
FEDERAL AGENCIES 

Contacting Federal Agencies 

Many federal agencies have enforcement and/or complainthandling duties for products and services used by the 

general public. Others act for the benefit of the public, but 

do not resolve individual consumer problems. Agencies 

also create 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. 

If you need help in deciding which federal agency to contact, 

check the index at the end of this book or call 1-800-333-4636. 

Commission on Civil Rights 

624 9th St., NW
 

Washington, DC 20425
 

202-376-8128 (Publications)
 

Toll free: 1-800-552-6843 (Complaint Referrals)
 

TTY: 1-800-877-8339 (Nationwide Complaint Referral)
 

: referrals@usccr.gov 

www.usccr.gov 

The U.S. Commission on Civil Rights is an independent, 

bipartisan agency charged with monitoring federal civil 

rights enforcement. 

Consumer Financial Protection Bureau (CFPB) 

1700 G St., NW 

Washington, DC 20552 

Toll free: 1-855-411-2372 

TTY: 1-855-729-2372 

: info@consumerfinance.gov 

www.consumerfinance.gov 

The CFPB ensures that financial products and services 

work for consumers. The Bureau helps consumers by 

providing educational materials and accepts complaints. 

They supervise banks, lenders, as well as large non 

bank entities, such as credit reporting agencies and 

debt collection companies. CFPB also works to make 

credit card, mortgage, and other loan disclosures 

clearer so consumers can understand their rights and 

responsibilities. 

Consumer Product Safety Commission (CPSC) t

4330 East West Hwy.
 

Bethesda, MD 20814
 

Toll free: 1-800-638-2772 (8:00 am - 5:30 pm, ET)
 

TTY: 1-800-638-8270
 

: info@cpsc.gov 

www.cpsc.gov 

www.recalls.gov (Government Recalls) 

www.saferproducts.gov (Report incidents, injuries or 

safety concerns) 

The CPSC protects the public from unreasonable risks 

of serious injury or death from thousands of types of 

consumer products under its jurisdiction, including 

products that pose a fire, electrical, chemical, or 

mechanical hazard or can injure children. 

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 works to improve the health and well-being of 

Americans by developing and promoting dietary guidance 

that links scientific research to the nutrition needs of 

consumers. 

Food and Nutrition Service (FNS) 

3101 Park Center Dr. 

Alexandria, VA 22302 

1-800-424-9121 

TTY: 202-690-1202 

www.fns.usda.gov 

FNS provides children and low-income people access to 

food, a healthful diet, and nutrition education. The agency 

works to achieve this goal through several programs, 

including the Supplemental Nutrition Assistance Program 

(SNAP), school meals, and Women, Infants and Children 

(WIC). 

Meat and Poultry Hotline 

Food Safety and Inspection Service 

Toll free: 1-888-674-6854 (10:00 am - 4:00 pm, ET, English 

and Spanish) 

TTY: 1-800-256-7072 

: mphotline.fsis@usda.gov 

www.fsis.usda.gov 

This toll free service helps prevent foodborne illness by 

answering questions about the safe storage, handling, and 

preparation of meat, poultry, and egg products. 

National Institute of Food and Agriculture (NIFA) 

1400 Independence Ave., SW 

Mail Stop 2201 

Washington, DC 20250-2215 

202-720-4423 

www.nifa.usda.gov 

www.eXtension.org (Information from extension 

educators) 

NIFA responds to issues that are critical to daily life (health, 

nutrition, parenting, personal finances) by sharing relevant, 

research-based information through a network of county 

extension offices. The educators in extension offices 

conduct workshops, and create and distribute publications. 

To find your local Cooperative Extension office, consult 

the county government listings in your local telephone 

directory or visit www.csrees.usda.gov/Extension. 

96 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
 

FEDERAL AGENCIES 

FEDERAL AGENCIES 

Department of Commerce (DOC) 

Seafood Inspection Program 

National Oceanic and Atmospheric Administration 

(NOAA) 

1315 East West Hwy. 

Silver Spring, MD 20910 

301-713-2355 

Toll free: 1-800-422-2750 

: NMFS.Seafood.Services@noaa.gov 

www.seafood.nmfs.noaa.gov 

NOAA oversees fisheries management in the United 

States and provides a voluntary inspection service to the 

industry. The NOAA Seafood Inspection Program offers 

product quality evaluation, grading, and certification 

services. NOAA provides official marks to eligible 

products, such as U.S. Grade A, Processed Under Federal 

Inspection (PUFI), and Lot Inspection. 

United States Patent and Trademark Office 

(USPTO) 

PO Box 1450 

Alexandria, VA 22313-1450 

Toll free: 1-800-786-9199 

TTY: 571-272-9950 

: usptoinfo@uspto.gov 

www.uspto.gov 

The USPTO grants patents for intellectual property and 

trademarks for brand names and symbols, protecting the 

rights of inventors and designers. 

Weights and Measures Division (WMD) 

Public Inquiries Unit 

National Institute of Standards and Technology 

100 Bureau Dr., Stop 2600 

Gaithersburg, MD 20899-2600 

301-975-4004 

: owm@nist.gov 

www.nist.gov/pml/wmd/index.cfm 

The WMD promotes uniformity in U.S. weights and 

measures laws, regulations, and standards to achieve 

equity between buyers and sellers in the marketplace. 

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 

This office helps consumers identify and order free 

publications and resources from the U.S. Department of 

Education. 

Federal Student Aid Information Center 

PO Box 84 

Washington, DC 20044-0084 

319-337-5665 

Toll free: 1-800-433-3243 (English and Spanish) 

TTY: 1-800-730-8913 (English and Spanish) 

:FederalStudentAidCustomerService@ed.gov 

www.studentaid.ed.gov 

Federal Student Aid provides over $150 billion in grants, 

work-study, and federal loans for students attending career 

and trade schools, community colleges, and four-year 

colleges or universities. Visit the website to learn about 

planning and paying for your postsecondary education and 

to apply for federal student aid. The website also provides 

federal student loan information such as descriptions 

of repayment plans and actions to take if you are having 

trouble making loan payments. 

Office for Civil Rights (OCR) 

400 Maryland Ave., SW 

Washington, DC 20202-1100 

202-245-6700 

Toll free: 1-800-421-3481 

TTY: 1-877-521-2172 

: ocr@ed.gov 

www.ed.gov/ocr 

This office works to ensure equal access to education and 

resolve complaints of discrimination. 

Office of Postsecondary Education (OPE) 

1990 K St., NW 

Washington, DC 20006 

202-502-7750 

www2.ed.gov/about/offices/list/ope/index.html 

www.ope.ed.gov/accreditation 

(Searchable Accreditation Database) 

OPE develops programs to increase access to 

postsecondary education. This office works with state 

accreditation agencies to recognize institutions of higher 

learning that provide quality education. 

Office of Special Education and Rehabilitative 

Services (OSERS) 

400 Maryland Ave., SW 

Washington, DC 20202-7100 

202-245-7468 

Toll free: 1-800-872-5327 (English and Spanish) 

TTY: 202-205-4208 

www.ed.gov/about/offices/list/osers/index.html 

www.ed.gov/about/offices/list/osers/osep/index. 

html (Office of Special Education Programs) 

www.ed.gov/about/offices/list/osers/rsa/index. 

html (Rehabilitation Services Administration) 

www.ed.gov/about/offices/list/osers/nidrr/index. 

html (National Institute of Disability & Rehabilitation 

Research) 

OSERS provides support to parents and individuals, school 

districts and states in three main areas: special education, 

vocational rehabilitation, and research. 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 97 
 

FEDERAL AGENCIES 

Office of Vocational and Adult Education (OVAE) 

400 Maryland Ave., SW 

Washington, DC 20202-7100 

202-245-7700 

Toll free: 1-800-872-5327 (English and Spanish) 

: ovae@ed.gov 

www2.ed.gov/about/offices/list/ovae/index.html 

OVAE administers and coordinates programs that are 

related to adult education and literacy, career and technical 

education, and community colleges. 

Department of Energy (DOE) 

Public Affairs 

1000 Independence Ave., SW 

Washington, DC 20585 

202-586-5575 

Toll free: 1-800-342-5363 

TTY: 1-800-877-8339 

www.doe.gov 

www.energy.gov/public-services 

Energy Efficiency and Renewable Energy (EERE) 

Office of the Assistant Secretary 

Mail Stop EE-1 

Department of Energy 

Washington, DC 20585 

202-586-9220 

: eereic@ee.doe.gov 

www.energysavers.gov 

EERE provides tips and information on products, services, 

rebates, and tax credits to help consumers save money and 

energy. 

Department of Health and Human Services 

(HHS) 

AIDS.gov 

Room 443H 

Washington, DC 20201 

Toll free: 1-800-448-0440 

: cdcinfo@cdc.gov 

www.aids.gov 

AIDS.gov works to increase HIV testing and care for 

people at-risk or living with HIV. 

Health Resources and Services Administration 

(HRSA) 

5600 Fishers Ln.
 

Rockville, MD 20857
 

Toll free: 1-888-275-4772 (8:30 am - 5:00 pm, ET)
 

TTY: 1-877-489-4772 (8:30 am - 5:00 pm, ET)
 

www.hrsa.gov 

findahealthcenter.hrsa.gov/Search_HCC.aspx 

(Find a local health center)
 

HRSA is responsible for improving access to health care
 

services for people that are uninsured and medically
 

vulnerable.
 

HHS-TIPS Fraud Hotline 

Office of Inspector General 

Attn: Hotline 

PO Box 23489 

Washington, DC 20026 

Toll free: 1-800-447-8477 

TTY: 1-800-377-4950 

www.oig.hhs.gov 

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 the beneficiaries of those programs. 

National Health Information Center 

PO Box 1133 

Washington, DC 20013-1133 

301-565-4167 

Toll free: 1-800-336-4797 

: healthfinder@nhic.org 

www.health.gov/nhic 

www.healthfinder.gov 

www.healthfinder.gov/espanol (in Spanish) 

NHIC is a health information referral service that links 

consumers and health professionals with organizations 

best able to provide answers to their health-related 

questions. 

Office for Civil Rights (OCR) 

200 Independence Ave., SW 

Room 509F, HHH Building 

Washington, DC 20201 

Toll free: 1-800-368-1019 

TTY: 1-800-537-7697 

: OCRMail@hhs.gov 

www.dhhs.gov/ocr 

OCR helps protect people from discrimination in certain 

health care and social service programs. 

Substance Abuse and Mental Health Services 

Administration (SAMHSA) 

PO Box 2345 

Rockville, MD 20847-2345 

Toll free: 1-877-726-4727 

Toll free: 1-800-662-4357 (Treatment referral hotline) 

TTY: 1-800-487-4889 

: SAMHSAInfo@samhsa.hhs.gov 

www.samhsa.gov 

SAMHSA helps people living with mental illness or dealing 

with substance abuse. The agency works to connect 

mental health professionals and treatment centers with 

people who need their services through a referral hotline 

and provides an online treatment center locator. 

98 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
FEDERAL AGENCIES 

Administration for Children & Families (ACF) 

370 L’Enfant Promenade, SW 

Washington, DC 20447 

Toll free: 1-888-289-8442 (Fraud Alert Hotline) 

www.acf.hhs.gov 

The ACF funds state, territory, local, and tribal 

organizations to provide family assistance (welfare), child 

support, child care, Head Start, child welfare, and other 

programs relating to children and families. 

Child Welfare Information Gateway 

Administration for Children & Families (ACF) 

Children’s Bureau / ACYF 

1250 Mayland Ave., SW, 8th Floor 

Washington, DC 20024 

Toll free: 1-800-394-3366 (8:30 am - 5:30 pm, ET) 

: info@childwelfare.gov 

www.childwelfare.gov 

Child Welfare Information Gateway connects child welfare 

and related professionals to comprehensive information 

and resources to help protect children and strengthen 

families. 

Childcare.gov 

Administration for Children & Families 

370 L’Enfant Promenade, SW 

Washington, DC 20447 

www.childcare.gov 

Childcare.gov is a comprehensive website designed to 

link parents, child care providers, and the general public 

to government sponsored child care and early learning 

information. 

National Runaway Switchboard (NRS) 

Administration for Children & Families (ACF)
 

3080 N. Lincoln Ave.
 

Chicago, IL 60657
 

773-880-9860
 

Toll free: 1-800-786-2929 (24 hrs./7 days a week)
 

: info@1800RUNAWAY.org 

www.1800runaway.org 

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 Promenade, SW 

Washington, DC 20447 

202-401-9373 

www.acf.hhs.gov/programs/cse 

The OCSE assures that assistance in obtaining support 

(both financial and medical) is available to children through 

locating parents, establishing paternity and support 

obligations, and enforcing those obligations. 

Administration for Community Living (ACL) 

Administration on Aging (AoA) 

One Massachusetts Ave., NW 

Washington, DC 20001 

202-619-0724 

: aoainfo@aoa.hhs.gov 

www.aoa.gov 

AoA is the federal focal point and advocate agency for 

older persons and their concerns. In this role, AoA works 

to heighten awareness among other federal agencies, 

organizations, groups, and the public about the valuable 

contributions that older Americans make to the nation. 

AoA also alerts others to the needs of vulnerable older 

people. Through information, referral and outreach efforts 

at the community level, AoA educates older people and 

their caregivers about the benefits and services available to 

help them. 

Eldercare Locator 

Administration on Aging (AoA)
 

Toll free: 1-800-677-1116 (M-F, 9:00 am - 8:00 pm, ET)
 

TTY: 1-800-677-1116
 

: eldercarelocator@n4a.org 

www.eldercare.gov 

The Eldercare Locator is the first step to finding resources 

for older adults in any U.S. community. It is a free national 

service of the Administration on Aging that provides 

an instant connection to resources that enable older 

persons to live independently in their communities and 

offers support for caregivers. The Eldercare Locator 

is administered by The National Association of Area 

Agencies on Aging (n4a). 

Centers for Disease Control and Prevention (CDC) 

1600 Clifton Rd.
 

Atlanta, GA 30333
 

Toll free: 1-800-232-4636 (24 hrs./7 days a week)
 

TTY: 1-888-232-6348
 

: cdcinfo@cdc.gov 

www.cdc.gov 

www.cdc.gov/spanish (in Spanish) 

CDC collaborates to create the expertise, information, and 

tools that people and communities need to protect their 

health through health promotion, prevention of disease, 

injury and disability, and preparedness for new health 

threats. 

CDC National STD Hotline 

Toll free: 1-800-232-4636 (24 hrs./7 days a week,
 

in English and Spanish)
 

TTY: 1-888-232-6348 (in English and Spanish)
 

: cdcinfo@cdc.gov 

www.cdc.gov/std 

www.cdc.gov/std/Spanish (in Spanish) 

FEDERAL AGENCIES 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 99 
FEDERAL AGENCIES 

HIV/AIDS Prevention 

Toll free: 1-800-232-4636 (24 hrs./7 days a week,
 

in English and Spanish)
 

TTY: 1-888-232-6348
 

: cdcinfo@cdc.gov 

www.cdc.gov/hiv 

www.cdc.gov/hiv/spanish (in Spanish) 

The Division of HIV/AIDS Prevention provides national 

leadership and support for HIV prevention research and 

the development, implementation, and evaluation of 

evidence-based HIV prevention programs serving persons 

affected by, or at risk for, HIV infection. 

Centers for Medicare & Medicaid Services (CMS) 

Office of External Affairs 

7500 Security Blvd. 

Baltimore, MD 21244-1850 

TTY: 1-877-486-2048 

www.cms.gov 

Center for Medicaid and CHIP Services (CMCS) 

Toll free: 1- 877-267-2323 

www.medicaid.gov 

www.insurekidsnow.gov 

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, disabilities, children, pregnant women, and 

the elderly. Eligibility is determined by each state. Visit 

Medicaid.gov to find the requirements in your state. 

Medicare Service Center 

Toll free: 1-800-633-4227 

Toll free: 1-800-447-8477 (Medicare Fraud Hotline) 

TTY: 1-877-486-2048 

www.medicare.gov 

www.mymedicare.gov (Personalized Medicare 

Benefits) 

Medicare is a government sponsored health care program 

for people 65 years of age and older, some younger people 

with disabilities, and those with permanent kidney failure. 

The Medicare Service Center answers your questions 

about Medicare topics, manages your orders of Medicare 

publications, provides detailed information about the 

Medicare managed care plans in your area, and helps 

locate health care providers that participate in Medicare. 

Use mymedicare.gov, a free, secure online service, to 

access personalized information regarding your Medicare 

benefits, claims, and services. 

Food and Drug Administration (FDA) 

10903 New Hampshire Ave. 

Silver Spring, MD 20993-0002 

Toll free: 1-888-463-6332 

www.fda.gov 

The FDA is responsible for protecting the public’s 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
 

10903 New Hampshire Ave.
 

Silver Spring, MD 20993-0002
 

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. 

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.salud.nih.gov (in Spanish) 

The National Institutes of Health (NIH) is the primary 

federal agency responsible for conducting and supporting 

medical research. 

AIDSinfo 

National Institutes of Health (NIH) 

PO Box 6303 

Rockville, MD 20849-6303 

301-315-2816 

Toll free: 1-800-448-0440 (12:00 pm - 5:00 pm, ET, English 

and Spanish) 

TTY: 1-888-480-3739 

: ContactUs@aidsinfo.nih.gov 

www.aidsinfo.nih.gov 

www.aidsinfo.nih.gov/infoSIDA (in Spanish) 

www.aidsinfo.nih.gov/LiveHelp/default.aspx 

(Real time, online assistance M-F, 12:00 pm - 4:00 pm ET..
 

Spanish-speaking agents available)
 

AIDSinfo offers the latest federally approved information
 

on HIV/AIDS clinical research, treatment and prevention,
 

and medical practice guidelines for people living with HIV/
 

AIDS, their families and friends, health care providers,
 

scientists, and researchers.
 

National Cancer Institute (NCI) 

National Institutes of Health 

NCI Office of Communications and Education 

6116 Executive Blvd., Suite 300 

Bethesda, MD 20892-8322 

Toll free: 1-800-422-6237 (M-F, 8:00 am - 8:00 pm ET, English 

and Spanish) 

: cancergovstaff@mail.nih.gov 

www.cancer.gov 

www.cancer.gov/espanol (in Spanish) 

NCI coordinates the National Cancer Program, which 

conducts and supports research, training, health 

information dissemination, and other programs with 

respect to the cause, diagnosis, prevention, and treatment 

of cancer, rehabilitation from cancer, and the continuing 

care of cancer patients and the families of cancer patients. 

100 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
FEDERAL AGENCIES 

National Institute of Allergy and Infectious Diseases 

(NIAID) 

6610 Rockledge Dr. 

MSC 6612 

Bethesda, MD 20892-6612 

301-496-5717 

Toll free: 1-866-284-4107 

TTY: 1-800-877-8339 

: ocpostoffice@niaid.nih.gov 

www.niaid.nih.gov 

NIAID provides health information on allergic, infectious, 

and immunologic diseases. Diseases include food allergy, 

sinusitis, and genital herpes. Consumers can call or write 

to the institute with questions and can order publications 

over the phone or on the website. 

National Institute of Mental Health (NIMH) 

National Institutes of Health (NIH) 

6001 Executive Blvd. 

Room 8184, MSC 9663 

Bethesda, MD 20892-9663 

301-443-4513 

Toll free: 1-866-615-6464 

TTY: 301-443-8431, 1-866-415-8051 

: nimhinfo@nih.gov 

www.nimh.nih.gov 

NIMH is the federal agency that conducts and supports 

research that seeks to understand, treat, and prevent 

mental illness. Contact NIMH for information on the 

symptoms, diagnosis and treatment of mental disorders, 

clinical trials and research. A publication ordering system 

is available on the NIMH website. Some publications are 

available in Spanish. 

Department of Homeland Security (DHS) 

Washington, DC 20528 

202-282-8000 

202-282-8495 (Comment Line) 

www.dhs.gov 

The mission of DHS is to ensure a homeland that is safe, 

secure, and resilient against terrorism and other hazards. 

Transportation Security Administration (TSA) 

601 S. 12th St. 

Arlington, VA 20598-6002 

Toll free: 1-866-289-9673 

: TSA-ContactCenter@dhs.gov 

www.tsa.gov 

The TSA can assist you with questions or concerns about 

travel tips, permitted and prohibited items, and information 

on filing a claim for items that were damaged or lost during 

a TSA screening. 

U.S. Citizenship and Immigration Services (USCIS) 

Information and Customer Service Division 

111 Massachusetts Ave., NW 

Mail Stop 2260 

Washington, DC 20529-2260 

Toll free: 1-800-375-5283 (National Customer Service 

Center, M-F, 8:00 am - 8:00 pm, ET) 

TTY: 1-800-767-1833 

www.uscis.gov 

www.uscis.gov/portal/site/uscis-es (in Spanish) 

The USCIS is responsible for processing immigration 

and naturalization applications and establishing policies 

regarding immigration services. 

U.S. Customs and Border Protection 

1300 Pennsylvania Ave., NW 

Washington, DC 20229 

703-526-4200 

Toll free: 1-877-227-5511 (General inquiries, 

M-F, 8:30 am - 5:00 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. They also protect agricultural products from pests 

and American businesses from theft of their intellectual 

property. 

Federal Emergency Management Agency (FEMA) 

500 C St., SW 

Washington, DC 20472 

Toll free: 1-800-621-3362 

TTY: 1-800-462-7585 

www.fema.gov 

www.fema.gov/esp (in Spanish) 

www.ready.gov (Disaster Preparedness) 

www.listo.gov (Disaster Preparedness, in Spanish) 

www.disasterassistance.gov (Disaster Assistance) 

FEMA supports citizens and emergency personnel to build, 

sustain, and improve the nation’s capability to prepare for, 

protect against, respond to, recover from, and mitigate all 

hazards. 

FEMA Disaster Assistance 

PO Box 10055 

Hyattsville, MD 20782-8055 

Toll free: 1-800-621-3362 

TTY: 1-800-462-7585 

www.fema.gov/assistance 

www.disasterassistance.gov 

FEMA Disaster Assistance provides information about 

how you can get help before, during, or after a disaster and 

apply for assistance from the federal government. This 

office also provides information to help you prepare for, 

respond to, and recover from disasters. 

FEDERAL AGENCIES 

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FEDERAL AGENCIES 

National Flood Insurance Program (NFIP) 

Federal Emergency Management Agency 

500 C St., SW 

Washington, DC 20472 

Toll free: 1-888-379-9531 

TTY: 1-800-427-5593 

: FloodSmart@dhs.gov 

www.floodsmart.gov 

NFIP provides a means for property owners to financially 

protect themselves. The NFIP offers flood insurance 

to homeowners, renters, and business owners if their 

community participates in the NFIP. 

Department of Housing and Urban 

Development (HUD) 

Office of Fair Housing and Equal Opportunity 

(FHEO) 

451 7th St., SW, Room 5204 

Washington, DC 20410-2000 

202-708-4252 

Toll free: 1-800-669-9777 

(Complaints Hotline, 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. If you believe that you have been the victim 

of housing discrimination, file a complaint with this office. 

Department of Housing 

451 7th St., SW 

Washington, DC 20410 

Toll free: 1-800-569-4287 

(Find a HUD-approved housing counselor) 

portal.hud.gov/portal/page/portal/HUD/program_ 

offices/housing 

The Department of Housing provides public services 

through its nationally administered programs. It oversees 

the Federal Housing Administration mortgage insurance 

program and regulates the housing industry business. This 

division oversees single family and multifamily housing, 

helping qualified consumers find public housing, or buy 

a home. 

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 

: info@fhaoutreach.com 

portal.hud.gov/hudportal/HUD?src=/federal_ 

housing_administration 

FHA provides mortgage insurance on single-family, 

multifamily, and manufactured homes made by FHAapproved lenders throughout the United States and its 

territories. 

Interstate Land Sales Division 

451 7th St., SW, Room 9154 

Washington, DC 20410 

202-708-0502 

TTY: 202-708-1455 

www.hud.gov/offices/hsg/sfh/ils/ilshome.cfm 

The Interstate Land Sales program protects consumers 

from fraud and abuse when buying or selling land from 

developers. 

Office of Manufactured Housing Programs 

Office of Deputy Assistant Secretary for Regulatory 

Affairs and Manufactured Housing 

451 7th St., SW, Room 9164 

Washington, DC 20410-8000 

202-708-1112 

Toll free: 1-800-927-2891 (English and Spanish) 

TTY: 202-708-1455 

: mhs@hud.gov 

www.hud.gov/offices/hsg/sfh/mhs/mhshome.cfm 

The Manufactured Housing Program is a consumer 

protection program that regulates the construction of 

certain factory-built housing units called “manufactured 

homes.” HUD works with 23 states to respond to consumer 

complaints. 

Department of the Interior (DOI) 

Fish and Wildlife Service 

1849 C St., NW 

Mail Stop 3351 

Washington, DC 20240 

Toll free: 1-800-344-9453 

www.fws.gov 

The Fish and Wildlife Service works to conserve, protect, 

and enhance fish, wildlife and plants and their habitats. 

National Park Service (NPS) 

1849 C St., NW 

Room 7012 

Washington, DC 20240 

202-208-3818 

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. 

102 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
FEDERAL AGENCIES 

Department of Justice (DOJ) 

Americans with Disabilities Act (ADA) 

Information Line 

950 Pennsylvania Ave., NW 

Disability Rights Section-NYAV 

Washington, DC 20530 

Toll free: 1-800-514-0301 (M-W and F, 10:30 am - 4:30 pm, ET, 

Th, 12:30 pm - 4:30 pm, ET) 

TTY: 1-800-514-0383 

www.ada.gov 

This service permits businesses, state and local 

governments, or others to call and ask questions about 

general or specific ADA requirements including questions 

about the ADA Standards for Accessible Design. 

U.S. Trustee Program 

Executive Offices for U.S. Trustees 

20 Massachusetts Ave., NW, Suite 8000 

Washington, DC 20530 

202-307-1399 

: ustrustee.program@usdoj.gov 

www.justice.gov/ust 

www.justice.gov/ust/eo/bapcpa/ccde/cc_ 

approved.htm (Find approved credit counseling agencies) 

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 Participant Assistance 

Department of Labor, Room N5623 

200 Constitution Ave., NW 

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 benefit and health 

benefit plans. The agency educates plan participants, 

beneficiaries, and sponsors to ensure that they have 

access to documents related to their benefit plan. 

Job Corps 

200 Constitution Ave., NW, Suite N4463 

Washington, DC 20210 

202-693-3000 

Toll free: 1-800-733-5627 

TTY: 1-877-889-5627 

: national_office@jobcorps.gov 

www.jobcorps.gov 

Job Corps is a no-cost education and vocational training 

program that helps young people (ages 16 to 24) improve 

the quality of their lives through vocational and academic 

training. 

National Contact Center 

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) 

200 Constitution Ave., NW, Room S1303 

Washington, DC 20210 

202-693-7880 

Toll free: 1-866-633-7365 

TTY: 202-693-7881, 1-877-889-5627 

www.dol.gov/odep 

www.disability.gov (Portal for disability programs) 

ODEP works to create policies to ensure that people with 

disabilities are fully integrated in the workforce. 

Veteran’s Employment and Training Service (VETS) 

Department of Labor, Room S1325 

200 Constitution Ave., NW 

Washington, DC 20210 

Toll free: 1-866-487-2365 

TTY: 1-877-889-5627 

: VETS-Public@dol.gov 

www.dol.gov/vets 

VETS provides resources to prepare and assist veterans 

obtain meaningful careers and maximize their employment 

opportunities. 

FEDERAL AGENCIES 

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FEDERAL AGENCIES 

Department of State (DOS) 

National Passport Information Center (NPIC) 

Toll free: 1-877-487-2778 (M-F, 8:00 am - 10:00 pm, ET) 

TTY: 1-888-874-7793 

: NPIC@state.gov 

travel.state.gov/passport 

Contact the NPIC for information on U.S. passports, 

including the status of pending applications, as well as the 

locations of the over 9,400 passport acceptance facilities. 

Overseas Citizens Services 

Bureau of Consular Affairs 

2201 C St., NW 

Washington, DC 20520 

202-501-4444 (from overseas, M-F, 8:00 am - 8:00 pm, ET) 

202-647-4000 (After hours emergencies, Sundays, and 

holidays. Ask for the duty officer) 

Toll free: 1-888-407-4747 (Emergencies and nonemergencies, M-F, 8:00 am - 8:00 pm, ET, except federal 

holidays) 

travel.state.gov/travel 

Contact the State Department for help with emergencies 

and non-emergencies affecting private Americans abroad. 

This office can also assist with sending money through 

US embassies to friends and family overseas that have 

emergencies while abroad. 

Visa Services 

Washington, DC 20520
 

202-663-1225 (M-F, 8:30 am - 5:00 pm, ET)
 

202-647-1512 (Emergency after hours)
 

: usvisa@state.gov 

travel.state.gov/visa 

Contact Visa Services for information on U.S. visas for 

foreigners. 

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: 1-800-455-9880 

: airconsumer@dot.gov 

airconsumer.ost.dot.gov/problems.htm 

airconsumer.ost.dot.gov/spanish (in Spanish) 

The ACPD receives complaints from members of the 

public regarding air travel consumer issues. It verifies 

compliance with the Department’s aviation consumer 

protection requirements and provides guidance to 

the industry and members of the public on consumer 

protection matters. 

Federal Aviation Administration (FAA) 

800 Independence Ave., SW 

Washington, DC 20591 

202-366-4000 

Toll free: 1-866-835-5322 

www.faa.gov 

The FAA works to ensure that all air travel is safe. 

Federal Motor Carrier Safety Administration 

(FMCSA) 

1200 New Jersey Ave., SE 

Suite W60-300 

Washington, DC 20590 

202-366-2519 

Toll free: 1-800-832-5660 (Information Line) 

TTY: 1-800-877-8339 

www.fmcsa.dot.gov 

www.protectyourmove.gov (Interstate moving) 

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.dot.gov 

www.vehiclehistory.gov (Searchable database) 

www.safercar.gov 

NHTSA wants to hear from consumers regarding potential 

defects in their cars. NHTSA’s hotline has information 

on safety recalls, crash test ratings, child safety seats, 

bicycles, air bags, distracted driving, and impaired driving 

prevention. 

Department of the Treasury 

Bureau of the Public Debt 

Treasury Direct 

PO Box 7015 

Parkersburg, WV 26106-7015 

Toll free: 1-800-722-2678 

www.publicdebt.treas.gov 

www.treasurydirect.gov (Treasury bonds) 

This agency borrows moneys to make sure that the federal 

government continues to operate. You can contact them to 

purchase bonds or to check on the maturity of bonds you 

have already purchased. 

104 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
FEDERAL AGENCIES 

Internal Revenue Service (IRS) 

Toll free: 1-800-829-1040 (Help for Individuals)
 

Toll free: 1-800-829-4933 (Help for Businesses)
 

Toll free: 1-800-829-4477 (Refund Status)
 

TTY: 1-800-829-4059
 

www.irs.gov 

Free tax help is available from the Internal Revenue 

Service at www.irs.gov 24 hours a day, seven days a week. 

Numerous on-line applications, resources and taxpayer 

assistance services are available. Learn about electronic 

filing options, look up the status of your refund, print 

tax forms and instructions, look for preparers who can 

electronically file tax returns and find ways to connect 

with the IRS through New Media. If your personal tax 

questions require face-to-face assistance may visit the 

Taxpayer Assistance Centers closest to you. Locations 

are listed on irs.gov. 

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, 7:00 am-7:00 pm, CST) 

TTY: 1-800-877-8339 

www.helpwithmybank.gov 

The Office of the Comptroller of the Currency (OCC) 

charters, regulates, and supervises all national banks and 

federal savings associations. It also supervises the federal 

branches and agencies of foreign banks. 

United States Mint 

Customer Service Center 

2799 Reeves Rd. 

Plainfield, IN 46168 

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 

US. They also produce special edition coinage that can be 

purchased for coin collections. 

Department of Veterans Affairs (VA) t

1722 I St., NW 

Washington, DC 20421 

Toll free: 1-800-827-1000 

TTY: 1-800-829-4833 

www.va.gov 

www.myhealth.va.gov (Veteran health and wellness) 

The VA oversees and administers benefits for veterans 

and their families. Some programs include home loans, life 

insurance policies, financing education through the GI bill, 

job training, and health resources. For information about 

VA medical care or benefits, write, call or visit your nearest 

VA facility. 

National Cemetery Administration (NCA) 

810 Vermont Ave., NW 

Washington, DC 20420 

202-461-6240 

TTY: 1-800-829-4833 

www.cem.va.gov 

Contact the NCA for information about burials, headstones 

or markers, the State Cemetery Grants Program, and 

presidential memorial certificates for veterans. 

Veterans Benefits Administration (VBA) 

810 Vermont Ave., NW 

Washington, DC 20420 

202-461-9763 (Publications Only) 

Toll free: 1-800-827-1000 

TTY: 1-800-829-4833 

www.vba.va.gov/VBA 

The VBA helps veterans receive benefits, such as 

educational and financial resources. 

Veterans Health Administration (VHA) 

810 Vermont Ave., NW 

Washington, DC 20420 

Toll free: 1-877-222-8387 

www.va.gov/health 

VHA serves the needs of America’s veterans by providing 

primary care, specialized care, and related medical and 

social support services. 

Environmental Protection Agency (EPA) 

ENERGY STAR Program 

Room 6202J 

Washington, DC 20460 

703-412-3086 

Toll free: 1-888-782-7937 (M-F, 9:00 am - 5:00 pm, ET) 

: hotline@energystar.gov 

www.energystar.gov 

The ENERGY STAR label is awarded to products for the 

home and office that are highly energy-efficient. The 

program encourages the use of energy efficient products 

that both protect the environment and save consumers 

money. 

Indoor Environments Division 

1200 Pennsylvania Ave., NW 

Mail Code 6609J 

Washington, DC 20460 

202-343-9370 

Toll free: 1-800-438-4318 

: IAQINFO@aol.com 

www.epa.gov/iaq/index.html 

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. 

FEDERAL AGENCIES 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 105 
FEDERAL AGENCIES 

National Pesticide Information Center (NPIC) 

Oregon State University 

333 Weniger Hall 

Corvallis, OR 97331-6502 

Toll free: 1-800-858-7378 (7:30 am - 3:30 pm, PT, Multiple 

languages) 

: npic@ace.orst.edu 

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@bps-lmit.com 

www.epa.gov/nscep 

NSCEP distributes EPA’s publications to the public. 

Consumers can order copies by phone, email, and postal 

mail or download digital versions of the publications. 

Office of Pollution Prevention and Toxics (OPPT) 

1200 Pennsylvania Ave., NW 

Mail Code 7401-M 

Washington, DC 20460 

: oppt.homepage@epa.gov 

www.epa.gov/oppt 

www.epa.gov/dfe (Design for the Environment labeling 

program for household chemicals) 

OPPT promotes environmental stewardship and manages 

the risk of chemicals in the marketplace to keep pollutants 

out of the environment. OPPT also creates tools and 

provides information to the public so that they can make 

smart chemical choices. 

Safe Drinking Water Hotline 

1200 Pennsylvania Ave., NW 4606M 

Washington, DC 20460 

703-412-3330 

Toll free: 1-800-426-4791 (10:00 am - 4:00 pm, ET, English 

and Spanish) 

www.epa.gov/safewater/hotline 

The Office of Ground Water and Drinking Water helps 

protect public health by ensuring safe drinking water and 

protecting ground water. 

Equal Employment Opportunity Commission 

(EEOC) 

131 M St., NE 

Washington, DC 20507 

202-663-4900 

Toll free: 1-800-669-4000 

TTY: 202-663-4494 

: info@eeoc.gov 

www.eeoc.gov 

The EEOC enforces laws that make discrimination illegal in 

the workplace. The commission oversees all types of work 

situations including hiring, firing, promotions, harassment, 

training, wages, and benefits. 

Federal Communications Commission (FCC) 

Consumer 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 

: fccinfo@fcc.gov 

www.fcc.gov/consumer-governmental-affairsbureau 

www.fcc.gov/consumers (Consumer information) 

The CGB develops and implements FCC’s consumer 

policies and serves as the agency’s connection to 

consumers. FCC accepts public inquiries, informal 

complaints, and questions 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; 

Sat-Sun, 9:00 am - 5:00 pm, ET) 

TTY: 1-800-925-4618 

www.fdic.gov 

www2.fdic.gov/STARSMAIL/index.asp (Online 

Consumer Assistance Form) 

FDIC responds to questions about federal deposit 

insurance coverage and handles complaints and inquiries 

about FDIC-insured state banks, which are not members of 

the Federal Reserve System. 

Federal Maritime Commission (FMC) 

Office of Consumer Affairs and 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 (8:00 am - 6:00 pm, CT)
 

TTY: 1-877-766-8533 (8:00 am - 6:00 pm, CT)
 

: consumerhelp@federalreserve.gov 

www.federalreserveconsumerhelp.gov 

This division receives and tracks consumer complaints and 

questions regarding practices by banks and other financial 

institutions supervised by the Board of Governors of the 

Federal Reserve System. 

106 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
FEDERAL AGENCIES 

FEDERAL AGENCIES 

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 

TTY: 1-866-653-4261 

www.ftc.gov 

www.consumer.gov (Consumer protection basics) 

www.consumer.ftc.gov (Consumer information) 

www.consumidor.gov (Consumer protection basics, 

in Spanish) 

www.OnGuardOnline.gov (Online security tips) 

www.Admongo.gov (Advertising literacy for kids) 

The FTC works for the consumer to prevent fraudulent, 

deceptive, and unfair business practices in the marketplace 

and to provide information to help consumers spot, 

stop, and avoid them. To file a complaint or to get free 

information on consumer issues, visit ftc.gov or call the toll 

free number above. The FTC records consumer complaints 

(Internet, telemarketing, identity theft, and other fraudrelated complaints) into the Consumer Sentinel Network, a 

secure, online database and investigative tool available to 

hundreds of civil and criminal law enforcement agencies. 

The FTC does not investigate individual consumer 

complaints, but will investigate trends that they see from 

the complaints they receive. 

General Services Administration (GSA) t

Federal Citizen Information Center (FCIC) t

Office of Citizen Services and Innovative Technologies 

1800 F St., NW, 2nd Floor 

Washington, DC 20405 

For Catalog Orders: Send your name and address to: 

Catalog, Pueblo, CO 81009 

202-501-1794 

Toll free: 1-800-333-4636 (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, download, 

and order government publications) 

www.kids.gov (Government websites for kids) 

www.GobiernoUSA.gov (USA.gov in Spanish) 

FCIC publishes the free Consumer Information Catalog, 

which lists more than 150 free and Federal booklets on a 

wide variety of consumer topics, and maintains a family of 

websites to help provide free, timely, and useful information 

to citizens. Consumers can get the information they need 

in three ways: through printed publications, by calling toll 

free 1-800-333-4636, or by visiting www.USA.gov, the U.S. 

government’s official web portal. You can also follow FCIC 

on social media on Facebook: www.facebook.com/USAgov 

and on Twitter: @USAgov. 

Surplus Federal Property Sales 

1800 F St., NW 

Washington, DC 20405 

Toll free: 1-866-333-7472 option 3 

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. 

National Council on Disability (NCD) 

1331 F St., NW 

Suite 850 

Washington, DC 20004 

202-272-2004 

TTY: 202-272-2074 

: ncd@ncd.gov 

www.ncd.gov 

The NCD is an independent federal agency making 

recommendations to the President and Congress on 

policies affecting Americans with disabilities. NCD works 

to empower individuals with disabilities and to promote 

equal opportunity. 

National Credit Union Administration (NCUA) 

1775 Duke St.
 

Alexandria, VA 22314-3428
 

703-518-6300
 

Toll free: 1-800-827-9650 (Fraud Hotline)
 

: consumerassistance@ncua.gov 

www.ncua.gov 

www.mycreditunion.gov (Consumer education) 

NCUA is the federal agency that charters and supervises 

federal credit unions and insures savings in all 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 

TTY: 202-606-2532 

: general@opm.gov 

www.opm.gov 

www.usajobs.gov (Federal Employment Information) 

www.fedshirevets.gov (Veterans Employment) 

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. 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 107 
FEDERAL AGENCIES 

Pension Benefit Guaranty Corporation (PBGC) 

Customer Contact Center 

PO Box 151750 

Alexandria, VA 22315-1750 

Toll free: 1-800-400-7242 (M-F, 8:00 am - 7:00 pm, ET) 

TTY: 1-800-877-8339 (Federal Relay Service, ask to be 

connected to 1-800-400-72420) 

: mypension@pbgc.gov 

www.pbgc.gov 

www.pbgc.gov/about/contact.html 

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 

Toll free: 1-800-732-0330 

: help@sec.gov 

www.sec.gov 

www.sec.gov/complaint.shtml (Complaint Form) 

www.investor.gov (Investor Information) 

OIEA serves individual investors and is ready to help 

resolve investor complaints and answer questions. 

Small Business Administration (SBA) 

409 3rd St., SW, Suite 7600 

Washington, DC 20416 

202-205-6740 

Toll free: 1-800-827-5722 (Information) 

TTY: 1-800-877-8339 

: answerdesk@sba.gov 

www.sba.gov 

www.business.usa.gov 

The SBA helps Americans start, build and grow 

businesses. Through an extensive network of field offices 

and partnerships the SBA aids, counsels, assists and 

protects the interests of small business concerns. 

Social Security Administration (SSA) 

Office of Public Inquiries 

6401 Security Blvd.
 

Baltimore, MD 21235
 

Toll free: 1-800-772-1213
 

TTY: 1-800-325-0778 (M-F, 7:00 am - 7:00 pm, ET)
 

www.socialsecurity.gov
 

www.socialsecurity.gov/espanol (in Spanish)
 

www.socialsecurity.gov/myaccount (Social Security
 

earnings records)
 

The Social Security Administration 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 

TTY: 202-418-5514 

: questions@cftc.gov 

www.cftc.gov 

CFTC protects market users and the public from fraud, 

manipulation, and abusive practices related to the sale of 

commodity and financial futures and options, and to foster 

open, competitive, and financially sound futures and option 

markets. In pursuit of its mission, the CFTC investigates 

and prosecutes commodities fraud, including foreign 

currency schemes, energy manipulation and hedge fund 

fraud, and works with other federal and state agencies to 

bring criminal and other actions. The CFTC also engages 

in public education and outreach by participating in 

consumer groups and issuing Consumer Advisories and 

other educational materials. 

U.S. Postal Service (USPS) 

Toll free: 1-800-275-8777 

www.usps.com 

The USPS is the federal agency responsible for the delivery 

of mail across the nation. You can your visit your local 

post office to ship packages, purchase money orders, and 

apply for a passport (at select locations). The USPS has 

also made many of their services available online, such as 

purchasing and printing postage, tracking packages, and 

changing you address. 

United States Postal Inspection Service 

Criminal Investigations Service Center 

Attn: Mail Fraud 

433 W. Harrison St., Room 3255 

Chicago, IL 60699-3255 

Toll free: 1-877-876-2455 

postalinspectors.uspis.gov 

If you believe you have been the victim of a crime involving 

the U.S. mail or need assistance with postal-related 

problems of a law enforcement nature, you should contact 

your nearest Postal Inspection Service office. Addresses 

and telephone numbers can be found in the government 

pages of your telephone book or by visiting the Postal 

Inspection Service website. 

108 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
NATIONAL CONSUMER ORGANIZATIONS 

Contacting National Consumer Organizations 

National Consumer Organizations are committed 

to assisting consumers and protecting their rights 

via advocacy, research, and outreach efforts. Some 

organizations assist individuals with problems, while 

others collect consumer complaints and statistics to 

better understand consumer trends and direct their 

advocacy efforts. 

AARP 

601 E St., NW 

Washington, DC 20049 

Toll free: 1-888-687-2277 

Toll free: 1-800-646-2283 (Fraud Fighter Call Center) 

TTY: 1-877-434-7598 

: member@aarp.org 

www.aarp.org 

AARP is committed to addressing those consumer 

problems and issues that especially impact the financial 

security of people 50 years and older. Through advocacy 

at the federal and state levels, AARP works to make the 

marketplace safer for all consumers. AARP also employs 

a variety of strategies to help AARP members protect 

themselves from fraud and deceptive practices. 

American Council on Consumer Interests (ACCI) 

PO Box 2528 

Tarpon Springs, FL 34688 

www.consumerinterests.org 

ACCI is a consumer policy research and education 

organization consisting of a worldwide community of 

researchers, educators, and related professionals. 

American Council on Science and Health (ACSH) 

1995 Broadway, Suite 202 

New York, NY 10023-5882 

212-362-7044 

: 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. 

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, education, and advocacy on 

nutrition, health, food safety, and related issues. It also 

provides consumers with current information about their 

health and well being via 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 Coalition is an alliance of consumer groups, 

government agencies, and insurance companies dedicated 

to combating all forms of insurance fraud through 

advocacy and public information. 

Consumer Action 

221 Main St., Suite 480 

San Francisco, CA 94105 

415-777-9635 (Consumer Complaints) 

TTY: 415-777-9456 

: info@consumer-action.org 

www.consumer-action.org 

Consumer Action is an education and advocacy 

organization specializing in credit, finance, and 

telecommunications issues. Consumer Action offers a 

multi-lingual consumer complaint hotline, and consumer 

education materials in several languages. Communitybased organizations can receive these free publications in 

bulk. 

Consumer Federation of America (CFA) 

1620 I St., NW, Suite 200 

Washington, DC 20006 

202-387-6121 

: cfa@consumerfed.org 

www.consumerfed.org 

www.idtheftinfo.org 

CFA is a consumer advocacy and education organization. 

It represents consumer interests on issues such as, 

telephone service, insurance and financial services, 

product safety, indoor air pollution, health care, product 

liability, and utility rates. It develops and distributes studies 

of various consumer issues, as well as printed consumer 

guides. 

NATIONAL CONSUMER ORGANIZATIONS 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 109 
NATIONAL CONSUMER ORGANIZATIONS 

Consumers Reports 

101 Truman Ave.
 

Yonkers, NY 10703-1057
 

914-378-2000
 

914-378-2455 (Consumer Policy Institute)
 

Toll free: 1-800-879-9848 (Consumer Reports magazine)
 

Toll free: 1-866-208-9427 (ConsumerReports.org)
 

www.consumersunion.org 

www.consumerreports.org 

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. 

Families USA 

1201 New York Ave., NW, Suite 1100 

Washington, DC 20005 

202-628-3030 

: info@familiesusa.org 

www.familiesusa.org 

Families USA is a national, nonprofit membership 

organization committed to affordable, high quality health 

and long-term care. Families USA creates materials to 

educate and mobilize consumers on healthcare issues. 

Funeral Consumers Alliance (FCA) 

33 Patchen Rd. 

South Burlington, VT 05403 

802-865-8300 

: fca@funerals.org 

www.funerals.org 

FCA protects a consumer’s right to choose a dignified, 

meaningful, affordable funeral. In addition to informing the 

public about their available options and rights, FCA will 

assist in mediating complaints. The local affiliates around 

the country conduct funeral price surveys, and counsel the 

general public. 

Jump$tart Coalition for Personal Financial Literacy 

919 18th St., NW, Suite 300 

Washington, DC 20006 

202-466-8604 

Toll free: 1-888-453-3822 

: info@jumpstartcoalition.org 

www.jumpstart.org 

Jump$tart is a national coalition of organizations 

dedicated to improving the financial literacy of prekindergarten through college-age youth by providing 

advocacy, research standards, and educational resources. 

Jump$tart strives to prepare youth for life-long successful 

financial decision-making. 

Kids in Danger (KID) 

116 W. Illinois St., Suite 4E 

Chicago, IL 60654 

312-595-0649 

: email@kidsindanger.org 

www.kidsindanger.org 

KID is dedicated to educating parents and caregivers about 

dangerous children’s products. 

The Medicare Rights Center 

520 8th Ave., North Wing, 3rd Floor 

New York City, NY 10018 

Toll free: 1-800-333-4114 (Consumer Helpline) 

: info@medicarerights.org 

www.medicarerights.org 

The Medicare Rights Center works to ensure access to 

affordable health care for older adults and people with 

disabilities through counseling, advocacy, and educational 

programs. It works with clients nationwide through a phone 

hotline, Internet services, a large volunteer network and 

community programs. 

National Community Reinvestment Coalition 

(NCRC) 

727 15th St., NW, Suite 900 

Washington, DC 20005-2112 

202-628-8866 

www.ncrc.org 

NCRC works to end discriminatory banking practices 

in underserved communities. It also offers a housing 

counseling network to help prospective and current 

homeowners. 

National Consumer Law Center (NCLC) 

Seven Winthrop Square 

Boston, MA 02110-1245 

617-542-8010 

: consumerlaw@nclc.org 

www.consumerlaw.org 

NCLC is an advocacy and research organization focusing 

on the needs of low-income and other disadvantaged 

consumers. The NCLC works for fairness in financial 

services, ending predatory lending, and stopping 

consumer fraud. The NCLC doesn’t work with individual 

consumers, but offers consumer brochures on their 

website. 

The National Consumer Protection Technical 

Resource Center 

Senior Medicare Patrol Resource Center (SMP) 

PO Box 388 

Waterloo, IA 50704-0388 

Toll free: 1-877-808-2468 

: info@smpresource.org 

www.smpresource.org 

The Center is funded by the U.S. Administration on Aging 

to support community based Senior Medicare Patrol 

Programs (SMP). The SMP projects help Medicare and 

Medicaid beneficiaries avoid, detect and prevent healthcare 

fraud and abuse. 

110 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
NATIONAL CONSUMER ORGANIZATIONS 

National Consumers League (NCL) 

1701 K St., NW, Suite 1200 

Washington, DC 20006 

202-835-3323 

www.nclnet.org 

www.fakechecks.org 

www.fraud.org 

www.lifesmarts.org 

The NCL provides government, businesses, and other 

organizations with the consumers perspective on 

consumer issues and workplace concerns. The League 

sponsors the LifeSmarts competition, which is designed 

to develop consumer and marketplace knowledge of 

teenagers. NCL also works to provide consumers with 

the information they need to avoid becoming victims of 

telemarketing and Internet fraud and to help them get their 

complaints to law enforcement. 

National Council on the Aging (NCOA) 

1901 L St., NW, 4th Floor 

Washington, DC 20036 

202-479-1200 

Toll free: 1-800-424-9046 

TTY: 202-479-6674 

: info@ncoa.org 

www.ncoa.org 

NCOA is a national voice for older adults — especially 

those who are vulnerable and disadvantaged — and the 

community organizations that serve them. 

NATIONAL CONSUMER ORGANIZATIONS 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 111 
STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Contacting 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. 

Other local consumer and non-profit organizations may provide consumer 

assistance and work with the state consumer office. Be sure to contact your 

state consumer protection office to get more information about other local 

resources. 

Before sending a written complaint, call the office to confirm that it handles the 

type of complaint you have and determine whether complaint forms are provided. 

Many offices distribute consumer materials specifically geared to state laws and 

local issues. Ask whether any information is available regarding your problem. 

Alabama 

State Offices 

Alabama Office of the Attorney 

General 

Consumer Affairs Section 

501 Washington Ave. 

Montgomery, AL 36104 

334-242-7335 

Toll free: 1-800-392-5658 (AL) 

www.ago.state.al.us 

Alaska 

State Offices 

Office of the Attorney General 

Consumer Protection Unit 

1031 W. 4th Ave., Suite 200 

Anchorage, AK 99501-5903 

907-269-5200 

Toll free: 1-888-576-2529 

: consumerprotection@ 

alaska.gov 

www.law.state.ak.us 

Arizona 

State Offices 

Arizona Office of the Attorney 

General-Phoenix 

Consumer Information and 

Complaints 

1275 W. Washington St. 

Phoenix, AZ 85007 

602-542-5763 

Toll free: 1-800-352-8431 

(AZ, except Maricopa and Pima) 

: 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 

(AZ, except Maricopa and Pima) 

: consumerinfo@azag.gov 

www.azag.gov 

Arkansas 

State Offices 

Arkansas Office of the Attorney 

General 

Consumer Protection Division 

323 Center St., Suite 200 

Little Rock, AR 72201 

501-682-2007 

Toll free: 1-800-482-8982 

(Consumer Hotline) 

www.arkansasag.gov 

California 

State Offices 

California Bureau of Automotive 

Repair 

Department of Consumer Affairs 

10949 N. Mather Blvd. 

Rancho Cordova, CA 95670 

Toll free: 1-800-952-5210 

(Consumer Questions) 

Toll free: 1-866-799-3811 

(Complaint Intake) 

: BAREditor@dca.ca.gov 

www.autorepair.ca.gov 

California Department of 

Consumer Affairs 

Consumer Information Division 

1625 N. Market Blvd., Suite N 112 

Sacramento, CA 95834 

916- 445-1254 

Toll free: 1-800-952-5210 

TTY: 916-928-1227, 1-800-326-2297 

: dca@dca.ca.gov 

www.dca.ca.gov 

California Office of the Attorney 

General 

Public Inquiry Unit 

PO Box 944255 

Sacramento, CA 94244-2550 

916-322-3360 

Toll free: 1-800-952-5225 (CA) 

TTY: 1-800-735-2929 

www.caag.state.ca.us 

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 DivisionConsumer Fraud 

900 Ward St., 4th Floor 

Martinez, CA 94553 

925-957-8604 

www.co.contra-costa.ca.us 

Fresno County District Attorney’s 

Office 

Consumer & Environmental Protection 

Division 

929 L St. 

Fresno, CA 93721 

559-600-3156 

: damail@co.fresno.ca.us 

www.co.fresno.ca.us 

Kern County District Attorney’s 

Office 

Consumer Protection Unit 

Justice Building 

1215 Truxtun Ave., 4th Floor 

Bakersfield, CA 93301 

661-868-7600 

: investigation@co.kern.ca.us 

www.co.kern.ca.us/da 

112 www.USA.gov 
STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Los Angeles County Department of 

Consumer Affairs 

500 W. Temple St., Room B-96 

Los Angeles, CA 90012-2722 

213-974-1452 

Toll free: 1-800-593-8222 (L.A. County) 

TTY: 213-626-0913 

: dca@dca.lacounty.gov 

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 

415-473-6450 

: consumer@marincounty.org 

www.co.marin.ca.us 

Monterey County District 

Attorney’s Office 

Consumer Protection Division 

1200 Aguajito Rd., Room 301 

Monterey, CA 93940 

831-755-5073 (Salinas) 

831-647-7770 (Monterey) 

831-385-8373 (King City) 

www.co.monterey.ca.us 

Napa County District Attorney’s 

Office 

Consumer/Environmental 

Protection Division 

931 Parkway Mall 

Napa, CA 94559 

707-253-4059 (Hotline) 

: da@countyofnapa.org 

www.countyofnapa.org 

Orange County District Attorney’s 

Office 

Consumer Protection Unit 

401 Civic Center Dr., W 

Santa Ana, CA 92701 

714-834-3600 

: consumercomplaint@ 

da.ocgov.com 

orangecountyda.com 

San Diego County District 

Attorney’s Office 

Consumer Protection Unit 

330 W. Broadway 

San Diego, CA 92101 

619-531-4040 

619-531-3507 (Hotline) 

www.sdcda.org 

San Francisco County District 

Attorney’s Office 

Special Operations DivisionConsumer Protection Unit 

732 Brannan St. 

San Francisco, CA 94102 

415-551-9595 (Hotline) 

www.sfdistrictattorney.org 

San Luis Obispo County District 

Attorney’s Office 

Economic Crime Unit 

Consumer Advisory 

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 Unit 

Hall of Justice and Records 

400 County Center, 3rd Floor 

Redwood City, CA 94063 

650-363-4651 

650-363-4636 (Complaints) 

www.co.sanmateo.ca.us 

Santa Barbara County District 

Attorney’s Office 

Consumer Mediation Services 

1112 Santa Barbara St. 

Santa Maria, CA 93101 

805-568-2300 

www.countyofsb.org/da 

Santa Clara County District 

Attorney’s Office 

Consumer Protection Unit 

70 W. Hedding St., West Wing 

San Jose, CA 95110 

408-792-2880 

: consumer_mediation@ 

da.sccgov.org 

www.santaclara-da.org 

Santa Cruz County District 

Attorney’s Office 

Consumer Affairs Unit 

701 Ocean St., Room 200 

Santa Cruz, CA 95060 

831-454-2050 

TTY: 831-454-2123 

: dao@co.santa-cruz.ca.us 

www.co.santa-cruz.ca.us 

Solano County District Attorney’s 

Office 

Consumer and Environmental Crimes 

675 Texas St., Suite 5500 

Fairfield, CA 94533 

707-784-6859 

: SolanoDA@solanocounty.com 

www.co.solano.ca.us/depts/da 

Stanislaus County District 

Attorney’s Office 

Consumer Protection Unit 

832 12th St., Suite 300 

Modesto, CA 95354 

209-525-5550 

www.stanislaus-da.org 

Ventura County District Attorney’s 

Office 

Consumer Mediation Section 

800 S. Victoria Ave. 

Ventura, CA 93009 

805-654-3110 

Toll free: 1-800-660-5474 ext 3110 

(Ventura) 

da.countyofventura.org 

City Offices 

Los Angeles City Attorney’s Office 

Consumer Protection Unit 

200 N. Main St., Room 800 CHE 

Los Angeles, CA 90012 

213-978-8080 

TTY: 213-978-8310 

www.atty.lacity.org 

San Diego City Attorney’s Office 

Consumer and Environmental 

Protection Unit 

1200 3rd Ave., #1620 

San Diego, CA 92101 

619-533-5600 

TTY: 619-702-7198 

: cityattorney@sandiego.gov 

www.sandiego.gov/cityattorney 

Santa Monica City Attorney’s 

Office 

Consumer Protection Unit 

1685 Main St., 3rd Floor 

Santa Monica, CA 90401 

310-458-8336 

TTY: 310-458-8696 

: consumer.mailbox@smgov.net 

www.smgov.net/atty 

STATE, COUNTY,AND CITY 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 113 
 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Colorado 

State Offices 

Colorado Office of the Attorney 

General 

Consumer Protection Section 

1525 Sherman St., 7th Floor 

Denver, CO 80203 

303-866-5189 

Toll free: 1-800-222-4444 (CO) 

: stop.fraud@state.co.us 

www.coloradoattorneygeneral. 

gov 

County Offices 

Fourth Judicial District Attorney’s 

Office 

Economic Crimes Division 

El Paso and Teller Counties 

105 E. Vermijo Ave. 

Colorado Springs, CO 80903 

719-520-6000 

www.4thjudicialda.com 

Pueblo County District Attorney’s 

Office 

Economic Crimes Unit 

215 W. 10th St. 

Pueblo, CO 81003 

719-583-6000 

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 

City Offices 

Denver District Attorney’s Office 

Economic Crimes Unit 

201 W. Colfax Ave. 

Denver, CO 80202 

720-913-9179 

: stop.fraud@state.co.us 

www.denverda.org 

Connecticut 

State Offices 

Connecticut Attorney General’s 

Office 

55 Elm St. 

Hartford, CT 06106 

860-808-5318 

www.ct.gov/ag 

Department of Consumer 

Protection 

165 Capitol Ave. 

Hartford, CT 06106-1630 

Toll free: 1-800-842-2649 

TTY: 860-713-7240 

: dcp.commisioner@ct.gov 

www.ct.gov/dcp 

City Offices 

Middletown Office of Consumer 

Protection 

Director of Consumer Protection 

245 deKoven Dr. 

Middletown, CT 06457 

860-344-3491 

TTY: 860-344-3521 

www.cityofmiddletown.com 

Delaware 

State Offices 

Delaware Department of Justice 

Consumer Protection Division 

820 N. French St., 5th Floor 

Wilmington, DE 19801 

302-577-8600 

Toll free: 1-800-220-5424 

: consumer.protection@state.de.us 

www.attorneygeneral. 

delaware.gov 

District Of Columbia 

City Offices 

Department of Consumer and 

Regulatory Affairs 

1100 4th St., SW 

Washington, DC 20024 

202-442-4400 

TTY: 202-123-4567 

: dcra@dc.gov 

www.consumer.dc.gov 

www.dcra.dc.gov 

Office of the Attorney General 

Consumer Protection and Antitrust 

441 4th St., NW 

Washington, DC 20001 

202-442-9828 (Hotline) 

: consumer.protection@dc.gov 

www.consumer.dc.gov 

www.oag.dc.gov 

Florida 

State Offices 

Florida Department of Agriculture 

and Consumer Services 

Division of Consumer Services 

Terry Lee Rhodes Building 

2005 Apalachee Pkwy. 

Tallahassee, FL 32399-6500 

850-410-3800 

Toll free: 1-800-435-7352 (FL) 

Toll free: 1-800-352-9832 (in Spanish) 

www.800helpfla.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 

www.myfloridacfo.com/Division/ 

Consumers 

Florida Office of the Attorney 

General 

PL-01 The Capitol 

Tallahassee, FL 32399-1050 

850-414-3990 

Toll free: 1-866-966-7226 (FL) 

Toll free: 1-800-203-3099 

TTY: 1-800-955-8771 

myfloridalegal.com 

www.seniorsvscrime.com 

Regional Offices 

Ft. Lauderdale Branch- Office of the 

Attorney General 

Economic Crimes Division 

110 S.E. 6th St., 9th Floor 

Fort Lauderdale, FL 33301-5000 

954-712-4600 

www.myfloridalegal.com 

Jacksonville Branch- Office of the 

Attorney General 

Economic Crimes Division 

1300 Riverplace Blvd., Suite 405 

Jacksonville, FL 32207 

904-348-2720 

www.myfloridalegal.com 

Orlando Branch- Office of the 

Attorney General 

Economic Crimes Division 

135 W. Central Blvd., Suite 1000 

Orlando, FL 32801 

407-999-5588 

www.myfloridalegal.com 

114 www.USA.gov t
STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Tampa Branch- Office of the 

Attorney General 

Economic Crimes Division 

Concourse Center 4 

3507 E. Frontage Rd., Suite 325 

Tampa, FL 33607-1795 

813-287-7950 

www.myfloridalegal.com 

West Palm Beach Branch- Office of 

the Attorney General 

Economic Crimes Division 

1515 N. Flagler Dr., Suite 900 

West Palm Beach, FL 33401 

561-837-5000 

myfloridalegal.com 

County Offices 

Broward County Permitting, 

Licensing & Consumer Protection 

Division 

One N. University Dr., Mailbox 302 

Plantation, FL 33324 

954-765-4400 

: consumer@broward.org 

www.broward.org/ 

permittingandlicensing 

Hillsborough County Consumer 

Protection Agency 

1101 E. 139th Ave. 

Tampa, FL 33613 

813-903-3430 

www.hillsboroughcounty.org/ 

consumerprotection 

Miami-Dade County Consumer 

Services Department 

Consumer Protection Section 

140 W. Flagler St., Suites 902 

Miami, FL 33130 

305-375-3677 

: consumer@miamidade.gov 

www.miamidade.gov/csd 

Office of the State Attorney for 

Miami-Dade County 

Economic Crime Division 

1350 N.W. 12th Ave. 

Miami, FL 33136-2111 

305-547-0671 

www.miamisao.com 

Orange County Consumer Fraud 

Unit 

415 N. Orange Ave. 

PO Box 1673 

Orlando, FL 32802 

407-836-2490 

: fraudhelp@sao9.org 

www.orangecountyfl.net 

Palm Beach County Consumer 

Affairs Division 

50 S. Military Tr., Suite 201 

West Palm Beach, FL 33415 

561-712-6600 

Toll free: 1-888-852-7362 

(Boca/Delray/Glades) 

www.pbcgov.com/consumer 

Pinellas County Office of 

Consumer Services 

631 Chestnut St. 

Clearwater, FL 33756 

727-464-6200 

TTY: 727-464-6088 

: consumer@pinellascounty.org 

www.pinellascounty.org/ 

consumer 

Georgia 

State Offices 

Georgia Governors Office of 

Consumer Affairs 

Two Martin Luther King, Jr. Dr., SE 

Suite 356 

Atlanta, GA 30334-9077 

404-651-8600 

Toll free: 1-800-869-1123 (GA) 

www.consumer.georgia.gov 

Hawaii 

State Offices 

Hawaii Department of Commerce 

and Consumer Affairs - Hilo 

Office of Consumer Protection 

345 Kekuanaoa St., Suite 12 

Hilo, HI 96720 

808-933-0910 

808-587-3222 

(Consumer Resource Center) 

: ocp@dcca.hawaii.gov 

www.hawaii.gov/dcca 

Hawaii Department of Commerce 

and Consumer Affairs - Honolulu 

(Main Location) 

Office of Consumer Protection 

235 S. Beretania St., Suite 801 

Honolulu, HI 96813 

808-586-2630 

808-587-3222 

(Consumer Resource Center) 

: ocp@dcca.hawaii.gov 

www.hawaii.gov/dcca/ocp 

Hawaii Department of Commerce 

and Consumer Affairs - Wailuku 

Office of Consumer Protection 

1063 Lower Main St., Suite C-216 

Wailuku, HI 96793 

808-984-8244 

808-587-3222 

(Consumer Resource Center) 

: ocp@dcca.hawaii.gov 

www.hawaii.gov/dcca/ocp 

Idaho 

State Offices 

Idaho Attorney General’s Office 

Consumer Protection Division 

954 W. Jefferson, 2nd Floor 

PO Box 83720 

Boise, ID 83720 

208-334-2424 

Toll free: 1-800-432-3545 (ID) 

www.ag.idaho.gov 

Illinois 

State Offices 

Illinois Office of the Attorney 

General - Carbondale 

Consumer Fraud Bureau
 

601 S. University Ave.
 

Carbondale, IL 62901
 

618-529-6400
 

Toll free: 1-800-243-0607
 

(Fraud Hotline, IL)
 

Toll free: 1-866-310-8398 (in Spanish)
 

TTY: 1-877-675-9339 (IL)
 

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, IL)
 

Toll free: 1-866-310-8398 (in Spanish)
 

TTY: 1-800-964-3013 (IL)
 

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, IL)
 

Toll free: 1-866-310-8398 (in Spanish)
 

TTY: 1-877-844-5461 (IL)
 

www.illinoisattorneygeneral.gov 

STATE, COUNTY,AND CITY 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 115 
STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Regional Offices 

Chicago South Regional Office of 

the Attorney General 

7906 S. Cottage Grove Ave. 

Chicago, IL 60619 

773-488-2600 

TTY: 1-866-717-8798 

www.illinoisattorneygeneral.gov 

Chicago West Regional Office of 

the Attorney General 

306 N. Pulaski Rd. 

Chicago, IL 60624 

773-265-8808 

TTY: 1-866-717-8804 

www.illinoisattorneygeneral.gov 

East Central Illinois Regional Office 

of the Attorney General 

1776 E. Washington St. 

Urbana, IL 61802 

217-278-3366 

TTY: 217-278-3371 

www.illinoisattorneygeneral.gov 

Metro East Illinois Regional Office 

of the Attorney General 

201 W. Pointe Dr., Suite 7 

Belleville, IL 62226 

618-236-8616 

TTY: 618-236-8619 

www.illinoisattorneygeneral.gov 

Northern Illinois Regional Office of 

the Attorney General 

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 

Des Plaines Consumer Protection 

Services 

1420 Miner St., 6th Floor 

Des Plaines, IL 60016 

847-391-5006 

: consumerprotection@ 

desplaines.org 

www.desplaines.org 

Chicago Division of Business 

Affairs and Consumer Protection 

City Hall, 8th Floor 

121 N. LaSalle St. 

Chicago, IL 60602 

312-744-6060 

TTY: 312-744-0254 

www.cityofchicago.org/ 

ConsumerServices 

Indiana 

State Offices 

Office of the Attorney General 

Consumer Protection Division 

Government Center South, 5th Floor 

302 W. Washington St. 

Indianapolis, IN 46204 

317-232-6330 

Toll free: 1-800-382-5516 

(Consumer Hotline) 

www.indianaconsumer.com 

Iowa 

State Offices 

Iowa Office of the Attorney General 

Consumer Protection Division 

1305 E. Walnut St. 

Des Moines, IA 50319 

515-281-5926 

Toll free: 1-888-777-4590 (IA) 

: consumer@ag.state.ia.us 

www.IowaAttorneyGeneral.org 

Kansas 

State Offices 

Office of Kansas Attorney 

Consumer Protection and 

Antitrust Division 

120 S.W. 10th St., Suite 430 

Topeka, KS 66612-1597 

785-296-3751 

Toll free: 1-800-432-2310 (KS) 

www.ag.ks.gov 

County Offices 

Douglas County District Attorney’s 

Office 

Consumer Protection Division
 

111 E. 11th St.
 

Lawrence, KS 66044
 

785-330-2849 (Consumer Hotline)
 

785-841-0211 (Main)
 

: districtattorney@ 

douglas-county.com 

www.douglas-county.com/ 

depts/da/da_cpu.aspx 

Johnson County District Attorney’s 

Office 

Consumer Protection Division 

Consumer Fraud Unit 

PO Box 728 

Olathe, KS 66051 

913-715-3003 (Consumer Hotline) 

da.jocogov.org 

Sedgwick County District 

Attorney’s Office 

Consumer Fraud and Economic 

Crime Unit 

1900 E. Morris St. 

Wichita, KS 67211 

316-660-3600 

Toll free: 1-800-432-6878 (KS) 

: consumer@sedgwick.gov 

www.sedgwickcounty.org/da 

Kentucky 

State Offices 

Kentucky Office of the Attorney 

General 

Consumer Protection Division 

1024 Capital Center Dr. 

Frankfort, KY 40601 

502-696-5389 

Toll free: 1-888-432-9257 (Hotline) 

: consumer.protection@ag.ky.gov 

www.ag.ky.gov/cp 

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 (Hotline) 

: consumer.protection@ag.ky.gov 

www.ag.ky.gov/cp 

Kentucky Office of the Attorney 

General - Prestonsburg 

361 N. Lake Dr. 

Prestonsburg, KY 41653 

606-889-1821 

: consumer.protection@ag.ky.gov 

www.ag.ky.gov/cp 

116 www.USA.gov t
STATE, COUNTY,AND CITY 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Louisiana 

State Offices 

Louisiana Office of the Attorney 

General 

Consumer Protection Section 

1885 N. 3rd St. 

Baton Rouge, LA 70802 

225-326-6465 

Toll free: 1-800-351-4889 

: ConsumerInfo@ag.state.la.us 

www.ag.state.la.us 

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 (ME) 

TTY: 1-888-577-6690 

www.credit.maine.gov 

Maine Attorney General’s Office 

Consumer Information and 

Mediation Service 

Six State House Station 

Augusta, ME 04333 

207-626-8849 

Toll free: 1-800-436-2131 

(Consumer Protection) 

: consumer.mediation@maine.gov 

www.maine.gov/ag 

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)
 

TTY: 410-576-6372 (MD)
 

: 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 21801-4976 

410-713-3620 

Toll free: 1-888-743-0023 

(Baltimore Office) 

TTY: 410-576-6372 

: consumer@oag.state.md.us 

www.oag.state.md.us/consumer 

Maryland Attorney General’s 

Office - Southern Maryland 

PO Box 745 

Hughesville, MD 20637 

301-274-4620 

Toll free: 1-866-366-8343 

TTY: 410-576-6372 (Baltimore Office) 

: consumer@oag.state.md.us 

www.oag.state.md.us/Consumer 

Maryland Attorney General’s 

Office - Western Maryland 

Consumer Protection Division 

44 N. Potomac St., Suite 104 

Hagerstown, MD 21740 

301-791-4780 

TTY: 410-576-6372 (Baltimore Office) 

: consumer@oag.state.md.us 

www.oag.state.md.us/consumer 

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 (Anonymous Consumer 

Tip Line) 

TTY: 240-773-3556 

: ConsumerProtection@ 

montgomerycountymd.gov 

www.montgomerycountymd. 

gov/consumer 

Massachusetts 

State Offices 

Massachusetts Office of the 

Attorney General 

Consumer Protection Division 

One Ashburton Pl. 

Boston, MA 02108-1518 

617-727-8400 (Consumer Hotline) 

TTY: 617-727-4765 

: ago@state.ma.us 

www.mass.gov/ago 

Office of Consumer Affairs and 

Business Regulation 

10 Park Plaza, Suite 5170
 

Boston, MA 02116
 

617-973-8700 (General Information)
 

Toll free: 1-888-283-3757 (MA,
 

Consumer Hotline)
 

TTY: 1-800-720-3480
 

www.mass.gov/Consumer 

Regional Offices 

Office of the Attorney GeneralCentral Massachusetts Region 

Consumer Protection Division 

10 Mechanic St., Suite 301 

Worcester, MA 01608 

508-792-7600 

TTY: 617-727-4765 

: ago@state.ma.us 

mass.gov/ago 

Office of the Attorney GeneralSouthern Massachusetts Region 

Consumer Protection Division 

105 William St., 1st Floor 

New Bedford, MA 02740-6257 

508-990-9700 

TTY: 617-727-4765 

: ago@state.ma.us 

mass.gov/ago 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 117 
STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Office of the Attorney GeneralWestern Massachusetts Region 

Consumer Protection Division 

1350 Main St., 4th Floor 

Springfield, MA 01103-1629 

413-784-1240 

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.mass.gov/da/norfolk 

Northwestern District Attorney’s 

Office - Franklin County 

Consumer Protection Division 

13 Conway St. 

Greenfield, MA 01301 

413-774-3186 

northwesternda.org 

Northwestern District Attorney’s 

Office - Hampshire County 

Consumer Protection Division 

One Gleason Plaza 

Northampton, MA 01060 

413-586-9225 

northwesternda.org 

City Offices 

Boston Consumer Affairs and 

Licensing 

One City Hall Square, Room 817 

Boston, MA 02201-2039 

617-635-3834 

: MOCAL@cityofboston.gov 

www.cityofboston.gov/ 

consumeraffairs 

Cambridge Consumers Council 

831 Massachusetts Ave., 1st Floor 

Cambridge, MA 02139 

617-349-6150 

TTY: 617-349-6112 

: Consumer@cambridgema.gov 

www.cambridgema.gov/ 

consumercouncil.aspx 

Newton-Brookline Consumer 

Office 

Newton City Hall 

1000 Commonwealth Ave. 

Newton Centre, MA 02459 

617-796-1292 

TTY: 617-796-1089 

www.newtonma.gov 

Revere Consumer Affairs Office 

150 Beach St. 

Revere, MA 02151 

781-286-8114 

www.revere.org 

Springfield Mayors 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 

Michigan 

State Offices 

Michigan Department of 

Agriculture and Rural Development 

Consumer Protection Section 

Weights & Measures 

940 Venture Ln. 

Williamston, MI 48895 

517-655-8202 

Toll free: 1-800-632-3835 

www.michigan.gov/wminfo 

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 

County Offices 

Macomb County Consumer 

Protection Unit 

Office of the Prosecuting Attorney 

One S. Main St., 3rd Floor 

Mt. Clemens, MI 48043 

586-469-5600 

www.macombcountymi.gov 

City Offices 

Detroit Consumer Advocacy 

Division 

18100 Meyers Rd. 

Detroit, MI 48235 

313-224-6995 

www.ci.detroit.mi.us 

Minnesota 

State Offices 

Office of the Attorney General 

Consumer Services Division 

1400 Bremer Tower 

445 Minnesota St. 

St. Paul, MN 55101 

651-296-3353 

Toll free: 1-800-657-3787 

TTY: 651-297-7206, 1-800-366-4812 

www.ag.state.mn.us 

City Offices 

Minneapolis Department of 

Regulatory Services 

Division of Licenses and Consumer 

Services 

350 S. 5th St. 

City Hall, Room 1C 

Minneapolis, MN 55415 

612-673-2080 

TTY: 612-673-2157 

www.ci.minneapolis.mn.us/ 

business-licensing 

Mississippi 

State Offices 

Mississippi Department of 

Agriculture and Commerce 

Bureau of Regulatory Services 

Consumer Protection 

PO Box 1609 

Jackson, MS 39215 

601-359-1148 

www.mdac.state.ms.us 

Mississippi Office of the Attorney 

General 

Consumer Protection Division 

PO Box 22947 

Jackson, MS 39225-2947 

601-359-4230 

Toll free: 1-800-281-4418 (MS) 

www.ago.state.ms.us 

Missouri 

State Offices 

Missouri Attorney General’s Office 

Consumer Protection Unit 

PO Box 899 

Jefferson City, MO 65102 

573-751-3321 

Toll free: 1-800-392-8222 (MO, Hotline) 

: consumer.help@ago.mo.gov 

www.ago.mo.gov 

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STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Regional Offices 

Missouri Attorney General’s OfficeSt Louis 

Consumer Protection Division 

Old Post Office Building 

815 Olive St., Suite 200 

St. Louis, MO 63101 

314-340-6816 

Toll free: 1-800-392-8222 (MO, Hotline) 

: consumer.help@ago.mo.gov 

www.ago.mo.gov 

Montana 

State Offices 

Montana Office of Consumer 

Protection 

Office of Consumer Protection 

PO Box 200151 

2225 11th Ave. 

Helena, MT 59620-0151 

406-444-4500 

Toll free: 1-800-481-6896 

: contactocp@mt.gov 

www.doj.mt.gov/consumer 

Nebraska 

State Offices 

Nebraska Office of the Attorney 

General 

Consumer Protection Division 

2115 State Capitol 

Lincoln, NE 68509 

402-471-2682 

Toll free: 1-800-727-6432 (NE) 

Toll free: 1-888-850-7555 (in Spanish) 

: ago.consumer@nebraska.gov 

www.ago.ne.gov 

Nevada 

State Offices 

Nevada Department of Business 

and Industry 

Fight Fraud Task Force 

www.fightfraud.nv.gov 

New Hampshire 

State Offices 

New Hampshire Office of the 

Attorney General 

Consumer Protection and Antitrust 

Bureau 

33 Capitol St. 

Concord, NH 03301 

603-271-3641 

Toll free: 1-888-468-4454 (Consumer 

Protection Hotline) 

TTY: 1-800-735-2964 (NH) 

: DOJ-CPB@doj.nh.gov 

www.doj.nh.gov/consumer 

New Jersey 

State Offices 

Department of Law and Public 

Safety 

Division of Consumer Affairs 

124 Halsey St. 

Newark, NJ 07102 

973-504-6200 

Toll free: 1-800-242-5846 (NJ) 

TTY: 973-504-6588 

: askconsumeraffairs@ 

lps.state.nj.us 

www.njconsumeraffairs.gov 

County Offices 

Bergen County Office of Consumer 

Protection 

One Bergen County Plaza, 3rd Floor 

Hackensack, NJ 07601-7076 

201-336-6400 

www.co.bergen.nj.us 

Burlington County Office of 

Consumer Affairs/Weights & 

Measures 

PO Box 6000
 

Mount Holly, NJ 08060-6000
 

609-265-5098 (Weights & Measures)
 

609-265-5054 (Consumer Affairs)
 

: consumer@co.burlington.nj.us 

www.co.burlington.nj.us 

Cape May County Consumer 

Affairs 

Four Moore Rd., DN 310 

Cape May Court House, NJ 08210-1601 

609-886-2903 

: consumer@co.cape-may.nj.us 

www.capemaycountygov.net 

Cumberland County Department of 

Consumer Affairs 

788 E. Commerce St. 

Bridgeton, NJ 08302 

856-453-2203 

www.co.cumberland.nj.us 

Essex County Division of 

Consumer Services 

50 S. Clinton St., Suite 3201 

East Orange, NJ 07018 

973-395-8350 

www.essex-countynj.org 

Gloucester County Office of 

Consumer Affairs and Weights & 

Measures 

254 County House Rd. 

Clarksboro, NJ 08020 

856-384-6855 

TTY: 856-681-6128 

www.co.gloucester.nj.us/depts/c/ 

cpwm/default.asp 

Hudson County Division of 

Consumer Affairs 

583 Newark Ave. 

Jersey City, NJ 07306 

201-795-6295 (Hotline) 

www.hudsoncountynj.org 

Hunterdon County Office of 

Consumer Affairs 

PO Box 2900 

Flemington, NJ 08822 

908-806-5174 

www.co.hunterdon.nj.us/ 

consumeraffairs.htm 

Mercer County Office of Consumer 

Affairs 

640 S. Broad St. 

PO Box 8068 

Trenton, NJ 08650-0068 

609-989-6671 

www.mercercounty.org 

Middlesex County Consumer 

Affairs 

711 Jersey Ave. 

New Brunswick, NJ 08901 

732-745-3875 

: consumer@co.middlesex.nj.us 

www.co.middlesex.nj.us/ 

consumeraffairs/index.asp 

Monmouth County Department of 

Consumer Affairs 

Hall of Records Annex 

One E. Main St. 

Freehold, NJ 07728-1255 

732-431-7900 

: consumeraffairs@ 

co.monmouth.nj.us 

www.visitmonmouth.com 

STATE, COUNTY,AND CITY 

119 1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 
STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Ocean County Department of 

Consumer Affairs 

1027 Hooper Ave., Bldg. #2 

Toms River, NJ 08754-2191 

732-929-2105 

: ConsumerAffairs@co.ocean.nj.us 

www.co.ocean.nj.us 

Passaic County Department of 

Consumer Protection/Weights & 

Measures 

Department of Law 

1310 Route 23 N 

Wayne, NJ 07470 

973-305-5881 (Consumer Protection) 

973-305-5750 (Weights & Measures) 

www.passaiccountynj.org 

Somerset County Division of 

Consumer Protection 

20 Grove St. 

PO Box 3000 

Somerville, NJ 08876-1262 

908-203-6080 

: consumerprotection@ 

co.somerset.nj.us 

www.co.somerset.nj.us 

Union County Department of 

Public Safety 

Division of Consumer Affairs 

300 North Ave., E 

Westfield, NJ 07090 

908-654-9840 

www.ucnj.org 

City Offices 

Nutley Consumer Affairs 

c/o Department of Public Affairs 

149 Chestnut St. 

Nutley, NJ 07110 

973-284-4976 

www.nutleynj.org 

Plainfield Action Services 

City Hall Annex, 1st Floor 

510 Watchung Ave. 

Plainfield, NJ 07061 

908-753-3519 

www.cityofplainfield.net/ 

plainfieldactionservices.htm 

Secaucus Department of 

Consumer Affairs 

Municipal Government Center 

1203 Patterson Plank Rd. 

Secaucus, NJ 07094 

201-330-2008 

www.njconsumeraffairs.gov/ocp/ 

countyoff.htm 

Union Consumer Affairs Office 

1976 Morris Ave. 

Union, NJ 07083 

908-851-5458 

www.uniontownship.com 

New Mexico 

State Offices 

Office of Attorney Generral 

Consumer Protection Division 

PO Drawer 1508 

Santa Fe, NM 87504-1508 

505-827-6060 

Toll free: 1-800-678-1508 

www.nmag.gov 

New York 

State Offices 

New York State Department of 

State 

Division of Consumer Protection 

Consumer Assistance Unit 

99 Washington Ave. 

Albany, NY 12231 

518-474-8583 

Toll free: 1-800-697-1220 

www.nysconsumer.gov 

Office of the Attorney GeneralAlbany Office 

Bureau of Consumer Frauds and 

Protection 

State Capitol 

Albany, NY 12224-0341 

518-474-5481 

Toll free: 1-800-771-7755 (NY) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Office of the Attorney General- New 

York City Office 

Bureau of Consumer Frauds and 

Protection 

120 Broadway, 3rd Floor 

New York, NY 10271-0332 

212-416-8000 

Toll free: 1-800-771-7755 (Hotline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Regional Offices 

Binghamton Regional Office of the 

Attorney General 

State Office Building, 17th Floor 

44 Hawley St. 

Binghamton, NY 13901 

607-721-8771 

Toll free: 1-800-771-7755 

(Consumer Hotline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Brooklyn Regional Office of the 

Attorney General 

55 Hanson Pl., Suite 1080 

Brooklyn, NY 11217 

718-722-3949 

Toll free: 1-800-771-7755 

(Consumer Hotline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Buffalo Regional Office of the 

Attorney General 

Main Place Tower, Suite 300A 

350 Main St. 

Buffalo, NY 14202 

716-853-8400 

Toll free: 1-800-771-7755 

(Consumer Hotline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Harlem Regional Office of the 

Attorney General 

163 W. 125th St., Suite 1324 

New York, NY 10027 

212-961-4475 

Toll free: 1-800-771-7755 

(Consumer Hotline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Nassau Regional Office of the 

Attorney General 

200 Old Country Rd., Suite 240 

Mineola, NY 11501 

516-248-3302 

Toll free: 1-800-771-7755 

(Consumer Hotline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Plattsburgh Regional Office of the 

Attorney General 

43 Durkee St., Suite 700 

Plattsburgh, NY 12901-2958 

518-562-3288 

Toll free: 1-800-771-7755 (Consumer 

Hotline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

120 www.USA.gov t
STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Poughkeepsie Regional Office of 

the Attorney General 

One Civic Center Plaza, Suite 401 

Poughkeepsie, NY 12601-3157 

845-485-3900 

Toll free: 1-800-771-7755 

(Consumer Hotline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Rochester Regional Office of the 

Attorney General 

144 Exchange Blvd., Suite 200 

Rochester, NY 14614-2176 

585-546-7430 

Toll free: 1-800-771-7755 

(Consumer Hotline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Suffolk Regional Office of the 

Attorney General 

300 Motor Pkwy., Suite 205 

Hauppauge, NY 11788 

631-231-2424 

Toll free: 1-800-771-7755 

(Consumer Helpline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Syracuse Regional Office of the 

Attorney General 

615 Erie Blvd. W, Suite 102 

Syracuse, NY 13204 

315-448-4800 

Toll free: 1-800-771-7755 

(Consumer Hotline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Utica Regional Office of the 

Attorney General 

207 Genesee St., Room 508 

Utica, NY 13501 

315-793-2225 

Toll free: 1-800-771-7755 

(Consumer Hotline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Watertown Regional Office of the 

Attorney General 

Dulles State Office Building 

317 Washington St. 

Watertown, NY 13601 

315-785-2444 

Toll free: 1-800-771-7755 

(Consumer Hotline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

Westchester Regional Office of the 

Attorney General 

101 E. Post Rd. 

White Plains, NY 10601-5008 

914-422-8755 

Toll free: 1-800-771-7755 

(Consumer Helpline) 

TTY: 1-800-788-9898 

www.ag.ny.gov 

County Offices 

Albany County Department of 

Consumer Affairs 

Consumer Affairs 

112 State St., Suite 1207-08 

Albany County Office Building 

Albany, NY 12207 

518-447-7581 

: consumer_complaints@ 

albanycounty.com 

www.albanycounty.com 

Erie County District Attorney’s 

Office 

Consumer Fraud Bureau 

Main Place Tower 

350 Main St., Suite 300A 

Buffalo, NY 14202 

716-853-8404 

www.oag.state.ny.us 

Nassau County Office of Consumer 

Affairs 

200 County Seat Dr. 

Mineola, NY 11501 

516-571-2600 

www.nassaucountyny.gov 

Orange County Department of 

Consumer Affairs 

99 Main St. 

Goshen, NY 10924 

845-360-6700 

www.co.orange.ny.us 

Putnam County Department of 

Consumer Affairs 

110 Old Route 6, Bldg. 3 

Carmel, NY 10512 

845-808-1617 

www.putnamcountyny.com 

Rockland County Office of 

Consumer Protection 

18 New Hempstead Rd., 6th Floor 

New City, NY 10956 

845-708-7600 

www.rocklandgov.com 

Schenectady County Department 

of Consumer Affairs/Bureau of 

Weights & Measures 

64 Kellar Ave.
 

Schenectady, NY 12306
 

518-356-7473 (Consumer Affairs)
 

518-356-6795 (Weights & Measures)
 

www.schenectadycounty.com 

Ulster County Consumer Fraud 

Bureau 

Consumer Fraud Bureau 

20 Lucas Ave. 

Kingston, NY 12401-3708 

845-340-3260 

www.ulstercountyny.gov/ 

consumerfraud 

Westchester County Department of 

Consumer Protection 

112 E. Post Rd., 4th Floor 

White Plains, NY 10601 

914-995-2155 

: conpro@westchestergov.com 

consumer.westchestergov.com 

City Offices 

Town of Colonie Attorney 

Consumer Protection Board 

Memorial Town Hall 

534 Loudon Rd. 

Newtonville, NY 12128 

518-783-2787 

www.colonie.org 

Mt. Vernon Office of Consumer 

Affairs 

City Hall 

One Roosevelt Square 

Mount Vernon, NY 10550 

914-665-2433 

www.cmvny.com 

New York City Department of 

Consumer Affairs 

42 Broadway 

New York, NY 10004 

212-639-9675 

TTY: 212-487-2710 

www.nyc.gov/consumers 

Yonkers Consumer Protection 

Bureau 

87 Nepperhan Ave., Room 212 

Yonkers, NY 10701 

914-377-6808 

914-377-3000 (Helpline) 

www.yonkersny.gov 

STATE, COUNTY,AND CITY 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 121 
STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

North Carolina 

State Offices 

North Carolina Department of 

Agriculture and Consumer Services 

1001 Mail Service Center 

Raleigh, NC 27699-1001 

919-707-3000 

www.agr.state.nc.us/index.htm 

North Carolina Office of the 

Attorney General 

Consumer Protection Division 

Mail Service Center 9001 

Raleigh, NC 27699-9001 

919-716-6000 

919-716-0058 (in Spanish) 

Toll free: 1-877-566-7226 (NC) 

www.ncdoj.gov 

North Dakota 

State Offices 

Office of the Attorney General 

Consumer Protection and Antitrust 

Division 

Gateway Professional Center 

1050 E. Interstate Ave., Suite 200 

Bismarck, ND 58503-5574 

701-328-3404 

Toll free: 1-800-472-2600 

TTY: 1-800-366-6888 

: ndag@nd.gov 

www.ag.nd.gov 

Ohio 

State Offices 

Ohio Attorney General’s Office 

Consumer Protection Section 

30 E. Broad St., 14th Floor 

Columbus, OH 43215-3400 

614-466-4320 

Toll free: 1-800-282-0515 

www.ohioattorneygeneral.gov 

County Offices 

Summit County Office of 

Consumer Affairs 

175 S. Main St., Suite 209 

Akron, OH 44308 

330-643-2879 

: consumeraffairs@summitoh.net 

www.co.summit.oh.us/ 

consumeraffairs 

Oklahoma 

State Offices 

Oklahoma Department of 

Consumer Credit 

3613 N.W. 56th St., Suite 240 

Oklahoma City, OK 73112-4512 

405-521-3653 

Toll free: 1-800-448-4904 (Consumer 

Hotline) 

www.ok.gov/okdocc 

Oklahoma Attorney General 

Consumer Protection Unit 

313 N.E. 21st St. 

Oklahoma City, OK 73105 

www.oag.ok.gov 

Oregon 

State Offices 

Oregon Department of Justice 

Financial Fraud/Consumer Protection 

Section 

1162 Court St., NE 

Salem, OR 97301-4096 

503-378-4320 (Salem) 

503-229-5576 (Portland) 

Toll free: 1-877-877-9392 (OR) 

TTY: 1-800-735-2900 

: consumer.hotline@doj.state.or.us 

www.doj.state.or.us 

Pennsylvania 

State Offices 

Office of the Attorney General 

Bureau of Consumer Protection 

Strawberry Square, 14th Floor 

Harrisburg, PA 17120 

717-787-9707 

Toll free: 1-800-441-2555 (PA) 

Toll free: 1-888-520-6680 (Home 

Improvement) 

www.attorneygeneral.gov 

Regional Offices 

Erie Regional Office - 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 ­

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 - Bureau 

of Consumer Protection 

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 

100 Samter Building 

101 Penn 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 

50 N. Main St. 

Doylestown, PA 18901 

215-348-7442 

Toll free: 1-800-942-2669 

: consumerprotection@ 

co.bucks.pa.us 

www.buckscounty.org 

Delaware County Consumer Affairs 

201 W. Front St. 

Government Center Building 

Media, PA 19063 

610-891-4865 

www.co.delaware.pa.us/ 

consumeraffairs 

122 www.USA.gov t
STATE, COUNTY,AND CITY 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Puerto Rico 

State Offices 

Department de Asuntos Del 

Consumidor 

Apartado 41059 

Minillas Station 

Santurce, PR 00940 

787-722-7555 

Toll free: 1-866-520-3226 (PR) 

www.daco.gobierno.pr 

Rhode Island 

State Offices 

Rhode Island Department of the 

Attorney General 

Consumer Protection Unit 

150 S. Main St. 

Providence, RI 02903 

401-274-4400 

TTY: 401-453-0410 

: contactus@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 (SC) 

: scdca@scconsumer.gov 

www.scconsumer.gov 

South Dakota 

State Offices 

South Dakota Office of the 

Attorney General 

Consumer Protection 

1302 E. Hwy. 14, Suite 3 

Pierre, SD 57501 

605-773-4400 

Toll free: 1-800-300-1986 (SD) 

TTY: 605-773-6585 

: consumerhelp@state.sd.us 

www.state.sd.us/atg 

Tennessee 

State Offices 

Tennessee 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 (TN) 

: 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 

www.tn.gov/attorneygeneral 

Texas 

State Offices 

Texas Office of the Attorney 

General 

Consumer Protection Division 

PO Box 12548 

Austin, TX 78711-2548 

Toll free: 1-800-621-0508 

www.oag.state.tx.us 

Regional Offices 

Office of the Attorney General ­

Dallas Region 

Consumer Protection Division 

1412 Main St., Suite 810 

Dallas, TX 75202 

214-969-5310 

Toll free: 1-800-621-0508 (TX) 

www.oag.state.tx.us 

Office of the Attorney General ­

El Paso Region 

Consumer Protection Division 

401 E. Franklin Ave., Suite 530 

El Paso, TX 79901 

915-834-5800 

Toll free: 1-800-621-0508 

www.oag.state.tx.us 

Office of the Attorney General ­

Houston Region 

Consumer Protection Division 

808 Travis St., Suite 1520 

Houston, TX 77002-1702 

713-223-5886 

Toll free: 1-800-621-0508 

www.oag.state.tx.us 

Office of the Attorney General -

McAllen Region 

Consumer Protection Division 

3201 N. McColl Rd., Suite B 

McAllen, TX 78501 

956-682-4547 

Toll free: 1-800-621-0508 (TX) 

www.oag.state.tx.us 

Office of the Attorney General ­

San Antonio Region 

Consumer Protection Division 

115 E. Travis St., Suite 925 

San Antonio, TX 78205 

210-225-4191 

Toll free: 1-800-621-0508 (TX) 

www.oag.state.tx.us 

County Offices 

Dallas County District Attorney’s 

Office 

Check Division/ID Fraud 

133 N. Industrial Blvd., LB 19 

Dallas, TX 75207 

214-653-3672 

www.dallascounty.org 

Harris County District Attorney’s 

Office 

Consumer Protection Section 

1201 Franklin St., Suite 600 

Houston, TX 77002-1923 

713-755-5836 

app.dao.hctx.net 

Utah 

State Offices 

Utah Department of Commerce 

Division of Consumer Protection 

PO Box 146704 

160 E. 300 S, 2nd Floor 

Salt Lake City, UT 84114-6704 

801-530-6601 

Toll free: 1-800-721-7233 

: consumerprotection@utah.gov 

www.consumerprotection.utah.gov 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 123 
STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Vermont 

State Offices 

Vermont Agency of Agriculture, 

Food, and Markets 

Food Safety and Consumer Protection 

116 State St. 

Montpelier, VT 05620 

802-828-2426 

www.vermontagriculture.com 

Vermont Office of the Attorney 

General 

Consumer Assistance Program 

146 University Pl. 

Burlington, VT 05405 

802-656-3183 

Toll free: 1-800-649-2424 (VT) 

: consumer@uvm.edu 

www.atg.state.vt.us 

Virgin Islands 

State Offices 

Virgin Islands Department of 

Licensing and Consumer Affairs 

3000 Golden Rock Shopping Center, 

Suite 9 

St. Croix, VI 00820 

340-773-2226 

www.dlca.gov.vi 

Virgin Islands Department of 

Licensing and Consumer Affairs 

Property and Procurement Bldg. 

8201 Sub Base, Suite 1 

St. Thomas, VI 00802 

340-774-3130 

www.dlca.gov.vi 

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 (VA) 

TTY: 1-800-828-1120 

www.ag.virginia.gov 

Regional Offices 

Office of the Attorney GeneralNorthern Virginia 

10555 Main St., Suite 350 

Fairfax, VA 22030 

703-277-3540 

www.ag.virginia.gov 

Office of the Attorney GeneralSouthwest Region 

204 Abingdon Pl. 

Abingdon, VA 24211 

276-628-2759 

www.ag.virginia.gov 

Office of the Attorney GeneralWestern Region 

3033 Peters Creek Rd. 

Roanoke, VA 24019 

540-562-3570 

www.ag.virginia.gov 

County Offices 

Fairfax County Department of 

Cable Communications and 

Consumer Protection 

12000 Government Center Pkwy., 

Suite 433 

Fairfax, VA 22035 

703-222-8435 

www.fairfaxcounty.gov/ 

consumer.htm 

City Offices 

Office of Consumer Affairs

 301 King St. 

City Hall, Room 1900 

Alexandria, VA 22314 

703-746-4800 

www.alexandriava.gov/citizen 

Washington 

State Offices 

Washington Office of the Attorney 

General 

Consumer Protection Division 

PO Box 40100 

1125 Washington St., SE 

Olympia, WA 98504-0100 

Toll free: 1-800-551-4636 (WA) 

TTY: 1-800-833-6384 

www.atg.wa.gov 

Regional Offices 

Bellingham Office of the Attorney 

General 

Consumer Protection Division (Island, 

San Juan, Skagit, and Whatcom 

Counties) 

103 E. Holly St., Suite 308 

Bellingham, WA 98225-4728 

360-676-2037 

Toll free: 1-800-551-4636 (WA) 

TTY: 1-800-833-6384 

www.atg.wa.gov 

Seattle Office of the Attorney 

General 

Consumer Protection Division 

(N. King, Snohomish, Clallam and 

Jefferson Counties, and Bainbridge 

Island) 

800 5th Ave., Suite 2000 

Seattle, WA 98104 

206-464-7744 

Toll free: 1-800-551-4636 (WA) 

TTY: 1-800-833-6384 

www.atg.wa.gov 

Spokane Office of the Attorney 

General 

Consumer Protection Division 

(Eastern Washington) 

1116 W. Riverside Ave. 

Spokane, WA 99201-1194 

509-456-3123 

Toll free: 1-800-551-4636 (WA) 

TTY: 1-800-833-6384 

www.atg.wa.gov 

Tacoma Office of the Attorney 

General 

Consumer Protection Division (Pierce, 

Mason, Grays Harbor Kitsap, and 

South King Counties) 

1250 Pacific Ave., Suite 105 

Tacoma, WA 98402 

253-593-5243 

Toll free: 1-800-551-4636 (WA) 

TTY: 1-800-833-6384 

www.atg.wa.gov 

124 www.USA.gov t
STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES 

Vancouver Office of the Attorney 

General 

Consumer Protection Division 

(Clark, Cowlitz, Pacific, Skamania, 

Wahkiakum, Lewis, and Thurston 

Counties) 

1220 Main St., Suite 549 

Vancouver, WA 98660-2964 

360-759-2100 

Toll free: 1-800-551-4636 (WA) 

TTY: 1-800-833-6384 

www.atg.wa.gov/consumer 

West Virginia 

State Offices 

Office of the Attorney General 

Consumer Protection Division 

PO Box 1789 

Charleston, WV 25326-1789 

304-558-8986 

Toll free: 1-800-368-8808 (WV) 

: consumer@wvago.gov 

www.wvago.gov 

Wisconsin 

State Offices 

Wisconsin Department of 

Agriculture, Trade and Consumer 

Protection 

Bureau of Consumer Protection 

PO Box 8911 

2811 Agriculture Dr. 

Madison, WI 53708-8911 

608-224-4953 

Toll free: 1-800-422-7128 (WI) 

TTY: 608-224-5058 

: DATCPhotline@wi.gov 

www.datcp.state.wi.us 

Wyoming 

State Offices 

Office of the Attorney General 

Consumer Protection Unit 

123 State Capitol 

200 W. 24th St. 

Cheyenne, WY 82002 

307-777-5833 

TTY: 307-777-5351 

attorneygeneral.state.wy.us 

STATE, COUNTY,AND CITY 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 125 
STATE BANKING AUTHORITIES 

Contacting Your Local Banking Authority 

The officials listed below regulate and supervise state-chartered banks. Many 

of them handle or refer problems and complaints about other types of financial 

institutions as well. Some also answer general questions about banking and 

consumer credit. If you are dealing with a federally-chartered bank, check 

Federal Agencies on page 96. Also see the chart in the Banking section 

on page 7. 

Alabama 

State Banking Department 

PO Box 4600 

Montgomery, AL 36103-4600 

334-242-3452 

Toll free: 1-866-465-2279 

www.banking.alabama.gov 

Alaska 

Department of Commerce, 

Community and Economic 

Development 

Division of Banking and Securities 

PO Box 110807 

Juneau, AK 99811-0807 

907-465-2521 

Toll free: 1-888-925-2521 

TTY: 907-465-5437 

: dbsc@commerce.state.ak.us 

www.commerce.state.ak.us/bsc/ 

home.htm 

Arizona 

Department of Financial 

Institutions 

2910 N. 44th St., Suite 310 

Phoenix, AZ 85018 

602-771-2800 

: consumeraffairs@azdfi.gov 

www.azdfi.gov 

Arkansas 

State Bank Department 

400 Hardin Rd., Suite 100 

Little Rock, AR 72211 

501-324-9019 

: asbd@banking.state.ar.us 

www.arkansas.gov/bank 

California 

State Department of Financial 

Institutions 

45 Fremont St., Suite 1700 

San Francisco, CA 94105-2219 

415-263-8500 

916-322-0622 (Consumer Services) 

Toll free: 1-800-622-0620 (CA) 

: consumer@dfi.ca.gov 

www.dfi.ca.gov 

State Department of Financial 

Institutions- Los Angeles 

300 S. Spring St., Suite 15513 

Los Angeles, CA 90013-1259 

213-897-2085 

916-322-0622 (Consumer Services) 

Toll free: 1-800-622-0620 (CA) 

: consumer@dfi.ca.gov 

www.dfi.ca.gov 

State Department of Financial 

Institutions- Sacramento 

1810 13th St.
 

Sacramento, CA 95811
 

916-322-5966
 

916-322-0622 (Consumer Services)
 

Toll free: 1-800-622-0620 (CA)
 

: consumer@dfi.ca.gov 

www.dfi.ca.gov 

State Department of Financial 

Institutions- San Diego 

7575 Metropolitan Dr., Suite 108 

San Diego, CA 92108 

619-682-7227 

916-322-0622 (Consumer Services) 

Toll free: 1-800-622-0620 (CA) 

: consumer@dfi.ca.gov 

www.dfi.ca.gov 

Colorado 

Department of Regulatory 

Agencies 

Division of Banking 

1560 Broadway, Suite 975 

Denver, CO 80202 

303-894-7575 

: banking@dora.state.co.us 

www.dora.state.co.us/banking 

Connecticut 

Connecticut Department of 

Banking 

Financial Institutions Division 

260 Constitution Plaza 

Hartford, CT 06103 

860-240-8180 

Toll free: 1-800-831-7225 

www.state.ct.us/dob 

Delaware 

Office of the State Bank 

Commissioner 

555 E. Loockerman St., Suite 210 

Dover, DE 19901 

302-739-4235 

www.banking.delaware.gov 

District Of Columbia 

Department of Insurance, 

Securities and Banking 

Attn: Consumer Protection Advocate 

810 1st St., NE, Suite 701 

Washington, DC 20002 

: disb@dc.gov 

www.disb.dc.gov 

Florida 

Office of Financial Regulation 

Division of Financial Institutions 

Consumer Assistance Group 

200 E. Gaines St. 

Tallahassee, FL 32399-0371 

850-410-9800 

Toll free: 1-800-848-3792 (FL) 

www.flofr.com 

Georgia 

Department of Banking and 

Finance 

2990 Brandywine Rd., Suite 200 

Atlanta, GA 30341-5565 

770-986-1633 

Toll free: 1-888-986-1633 (GA) 

www.dbf.georgia.gov 

126 www.USA.gov t
STATE BANKING AUTHORITIES 

STATE BANKING AUTHORITIES 

Hawaii 

Department of Commerce and 

Consumer Affairs 

Division of Financial Institutions 

PO Box 2054 

Honolulu, HI 96805 

808-586-2820 

808-274-3141 (Kauai) 

808-984-2400, 6-2820# (Maui) 

808-974-4000, 6-2820# (Hawaii) 

Toll free: 1-800-468-4644 

: dfi@dcca.hawaii.gov 

www.hawaii.gov/dcca/dfi 

Idaho 

Department of Finance 

Financial Institutions Bureau 

PO Box 83720 

Boise, ID 83720-0031 

208-332-8005 

Toll free: 1-888-346-3378 (ID) 

: finance@finance.idaho.gov 

www.finance.idaho.gov 

Illinois 

Department of Financial and 

Professional Regulation 

Division of Banking 

320 W. Washington St. 

Springfield, IL 62786 

217-782-3000 

Toll free: 1-800-532-8785 

TTY: 217-524-6644 

www.idfpr.com 

Indiana 

Department of Financial 

Institutions 

30 S. Meridian St., Suite 300 

Indianapolis, IN 46204 

317-232-3955 

Toll free: 1-800-382-4880 (IN) 

www.in.gov/dfi 

Iowa 

Division of Banking 

200 E. Grand Ave., Suite 300 

Des Moines, IA 50309-1827 

515-281-4014 

: 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 66603-3714 

785-296-2266 

: complaints@osbckansas.org 

www.osbckansas.org 

Kentucky 

Department of Financial 

Institutions 

1025 Capitol Center Dr., Suite 200 

Frankfort, KY 40601 

502-573-3390 

Toll free: 1-800-223-2579 

: kfi@ky.gov 

www.kfi.ky.gov 

Louisiana 

Office of Financial Institutions 

PO Box 94095 

Baton Rouge, LA 70804-9095 

225-925-4660 

: 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 (MD) 

: CFRComplaints@dllr.state.md.us 

www.dllr.state.md.us/finance 

Massachusetts 

Division of Banks 

1000 Washington St. 

10th Floor 

Boston, MA 02118-6400 

617-956-1500 

Toll free: 1-800-495-2265 (MA) 

TTY: 617-956-1577 

: dobconsumer.assistan@ 

state.ma.us 

www.mass.gov/dob 

Michigan 

Office of Financial and Insurance 

Regulation 

PO Box 30220 

Lansing, MI 48909-7720 

517-373-0220 

Toll free: 1-877-999-6442 (MI) 

: ofir-fin-info@michigan.gov 

www.michigan.gov/ofir 

Minnesota 

Department of Commerce 

Division of Financial Institutions 

85 7th Pl. E, Suite 500 

St. Paul, MN 55101 

651-296-2135 

TTY: 651-296-2860 

: general.commerce@state.mn.us 

mn.gov/commerce 

Mississippi 

Department of Banking and 

Consumer Finance 

901 Woolfolk Building, Suite A 

501 N. West St. 

Jackson, MS 39201 

601-359-1031 

Toll free: 1-800-844-2499 (MS) 

www.dbcf.state.ms.us 

Missouri 

Department of Finance 

Harry S. Truman State Office Building 

PO Box 716 

Room 630 

Jefferson City, MO 65102 

573-751-3242 

: finance@dof.mo.gov 

www.finance.mo.gov 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 127 
STATE BANKING AUTHORITIES 

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 

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 

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 

TTY: 1-800-735-2964 

: NHBD@Banking.State.NH.US 

www.nh.gov/banking 

New Jersey 

Department of Banking and 

Insurance 

Division of Banking 

PO Box 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 

2550 Cerrillos Rd., 3rd Floor 

Santa Fe, NM 87505 

505-476-4885 

: rld.fid@state.nm.us 

www.rld.state.nm.us/ 

financialinstitutions 

New York 

Banking Department 

Consumer Help Unit 

25 Beaver St. 

New York, NY 10004-2319 

212-709-3530 

Toll free: 1-877-226-5697 (NY) 

: consumer@banking.state.ny.us 

www.banking.state.ny.us 

North Carolina 

Commissioner of Banks 

4309 Mail Service Center 

Raleigh, NC 27699-4309 

Toll free: 1-888-384-3811 

www.nccob.org 

North Dakota 

Department of Financial 

Institutions 

2000 Schafer St., Suite G 

Bismarck, ND 58501-1204 

701-328-9933 

TTY: 1-800-366-6888 (ND) 

: dfi@nd.gov 

www.nd.gov/dfi 

Ohio 

Department of Commerce 

Division of Financial Institutions 

Consumer Complaints 

77 S. High St., 21st Floor 

Columbus, OH 43215-6120 

614-728-8400 

Toll free: 1-866-278-0003 

TTY: 1-800-750-0750 

: webdfi-cf@com.state.oh.us 

www.com.ohio.gov/fiin 

Oklahoma 

State Banking Department 

2900 N. Lincoln Blvd. 

Oklahoma City, OK 73105 

405-521-2782 

www.ok.gov/banking 

Oregon 

Department of Consumer and 

Business Services 

Division of Finance and Corporate 

Securities 

PO Box 14480 

Salem, OR 97309-0405 

503-378-4140 

Toll free: 1-866-814-9710 (OR) 

: dcbs.dfcsmail@state.or.us 

dfcs.oregon.gov 

Pennsylvania 

Department of Banking 

Consumer Services 

17 N. 2nd St., Suite 1300 

Harrisburg, PA 17101-2290 

717-787-1854 

Toll free: 1-800-722-2657 

TTY: 1-800-679-5070 

www.banking.state.pa.us 

Puerto Rico 

Oficina del Comisionado de 

Instituciones Financieras 

PO Box 11855 

San Juan, PR 00910-3855 

787-723-3131 

www.ocif.gobierno.pr 

Rhode Island 

Department of Business Regulation 

Division of Banking 

1511 Pontiac Ave., Bldg. 68-2 

Cranston, RI 02920 

401-462-9500 

: bankinquiry@dbr.ri.gov 

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 

128 www.USA.gov t
STATE BANKING AUTHORITIES 

South Dakota 

Department of Labor and 

Regulation 

Division of Banking 

217 1/2 W. Missouri Ave. 

Pierre, SD 57501-4590 

605-773-3421 

: banking@state.sd.us 

www.dlr.sd.gov/reg/bank 

Tennessee 

Department of Financial 

Institutions 

Consumer Resources Division 

414 Union St., Suite 1000 

Nashville, TN 37219 

615-253-2023 

Toll free: 1-800-778-4215 (TN) 

: TDFI.ConsumerResources@ 

tn.gov 

www.tennessee.gov/tdfi 

Texas 

Department of Banking 

2601 N. Lamar Blvd., Suite 201 

Austin, TX 78705 

512-475-1300 

Toll free: 1-877-276-5554 (Consumer 

Hotline) 

: consumer.complaints@ 

dob.texas.gov 

www.banking.state.tx.us 

Utah 

Department of Financial 

Institutions 

PO Box 146800 

Salt Lake City, UT 84114-6800 

801-538-8830 

www.dfi.utah.gov 

Vermont 

Department of Financial Regulation 

Banking Division 

89 Main St. 

Montpelier, VT 05620-3101 

802-828-3307 

Toll free: 1-888-568-4547 (VT) 

: dfr.bnkconsumer@state.vt.us 

www.dfr.vermont.gov 

Virgin Islands 

Office of the Lieutenant Governor 

Division of Banking and Insurance 

5049 Kongens Gade 

St. Thomas, VI 00802 

340-774-7166 

www.ltg.gov.vi 

Virginia 

State Corporation Commission 

Bureau of Financial Institutions 

PO Box 640 

Richmond, VA 23218 

804-371-9657 

804-371-9705 (Complaints) 

Toll free: 1-800-552-7945 (VA) 

TTY: 804-371-9206 

www.scc.virginia.gov 

Washington 

Department of Financial 

Institutions 

Division of Banks 

PO Box 41200 

Olympia, WA 98504-1200 

360-902-8704 

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.wvdob.org 

Wisconsin 

Department of Financial 

Institutions 

Bureau of Consumer Affairs 

PO Box 8041 

Madison, WI 53708-8041 

608-264-7969 

TTY: 608-266-8818 

www.wdfi.org 

Wyoming 

Division of Banking 

Herschler Building, 3rd Floor, East 

122 W. 25th St. 

Cheyenne, WY 82002 

307-777-7797 

: doa-dob-web@wyo.gov 

audit.state.wy.us/banking 

STATE BANKING AUTHORITIES 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 129 
 t

 

STATE INSURANCE REGULATORS 

Contacting Your Local Insurance Regulator 

The officials listed below enforce laws and regulations for each type of 

insurance. Many of these offices can also provide you with information to help 

you make informed insurance-buying decisions. See the the Insurance section 

in Part I of this Handbook for advice (p. 31). 

If you have a question or complaint about your insurance company’s policies, 

contact the company before you contact your state insurance regulator. 

Alabama 

Department of Insurance 

PO Box 303351 

Montgomery, AL 36130-3351 

334-241-4141 (Consumer Services) 

334-269-3550 

: ConsumerServices@ 

insurance.alabama.gov 

www.aldoi.gov 

Alaska 

Division of Insurance 

Department of Commerce, Community 

and Economic Development 

Robert B. Atwood Building 

550 W. 7th Ave., Suite 1560 

Anchorage, AK 99501-3567 

907-269-7900 

Toll free: 1-800-467-8725 

TTY: 907-465-5437 

: insurance@alaska.gov 

www.dced.state.ak.us/insurance 

Arizona 

Department of Insurance 

Consumer Affairs Division 

2910 N. 44th St., Suite 210 

Phoenix, AZ 85018-7269 

Toll free: 1-800-325-2548 (AZ) 

: consumers@azinsurance.gov 

www.id.state.az.us 

Arkansas 

Insurance Department 

Consumer Services Division 

1200 W. 3rd St. 

Little Rock, AR 72201-1904 

: insurance.consumers@ 

arkansas.gov 

www.insurance.arkansas.gov 

California 

Department of Insurance 

Consumer Services Division 

300 S. Spring St., South Tower 

Los Angeles, CA 90013 

213-897-8921 

Toll free: 1-800-927-4357 (CA) 

TTY: 1-800-482-4833 

www.insurance.ca.gov 

Department of Managed Health 

Care, California HMO Help Center 

980 9th St., Suite 500 

Sacramento, CA 95814-2725 

Toll free: 1-888-466-2219 

TTY: 1-877-688-9891 

www.hmohelp.ca.gov 

Colorado 

Division of Insurance 

1560 Broadway, Suite 850 

Denver, CO 80202 

Toll free: 1-800-930-3745 (CO) 

TTY: 711 

: insurance@dora.state.co.us 

www.dora.state.co.us/Insurance 

Connecticut 

Insurance Department 

Consumer Affairs Division 

PO Box 816 

Hartford, CT 06142-0816 

860-297-3900 

Toll free: 1-800-203-3447 (CT) 

: cid.ca@ct.gov 

www.ct.gov/cid 

Delaware 

Insurance Department 

841 Silver Lake Blvd. 

Dover, DE 19904 

302-674-7310 

Toll free: 1-800-282-8611 

: consumer@state.de.us 

www.delawareinsurance.gov 

District Of Columbia 

Department of Insurance, 

Securities and Banking 

Attn: Consumer Services Division 

810 1st St., NE, Suite 701 

Washington, DC 20002 

: disb@dc.gov 

www.disb.dc.gov 

Florida 

Office of Insurance Regulation 

200 E. Gaines St. 

Tallahassee, FL 32399 

850-413-3140 

www.floir.com 

Georgia 

Insurance and Safety Fire 

Commissioner 

Two Martin Luther King, Jr. Dr. 

West Tower, Suite 704 

Atlanta, GA 30334 

404-656-2070 

Toll free: 1-800-656-2298 (GA) 

: Consumer@oci.ga.gov 

www.gainsurance.org 

Hawaii 

Department of Commerce and 

Consumer Affairs 

Insurance Division 

PO Box 3614 

Honolulu, HI 96811 

808-586-2790 

: insurance@dcca.hawaii.gov 

www.hawaii.gov/dcca/ins 

Idaho 

Department of Insurance 

Consumer s Bureau 

700 W. State St. 

PO Box 83720 

Boise, ID 83720-0043 

208-334-4250 

Toll free: 1-800-721-3272 (ID) 

www.doi.idaho.gov 

130 www.USA.gov 
STATE INSURANCE REGULATORS 

STATE INSURANCE REGULATORS 

Illinois 

Division of Insurance-Springfield 

320 W. Washington St. 

Springfield, IL 62767-0001 

217-782-4515 

Toll free: 1-877-527-9431 (Office of 

Consumer Health Insurance) 

Toll free: 1-866-445-5364 

(Consumer Assistance Hotline) 

TTY: 217-524-4872 

: doi.infodesk@illinois.gov 

www.insurance.illinois.gov 

Indiana 

Department of Insurance 

Consumer Services Division 

311 W. Washington St., Suite 300 

Indianapolis, IN 46204 

317-232-2395 

Toll free: 1-800-622-4461 (IN) 

: consumerservices@idoi.in.gov 

www.in.gov/idoi 

Iowa 

Division of Insurance 

330 Maple St.
 

Des Moines, IA 50319-0065
 

515-281-6348
 

Toll free: 1-877-955-1212 (IA)
 

www.iid.state.ia.us 

Kansas 

Insurance Department 

Consumer Assistance Division 

420 S.W. 9th St. 

Topeka, KS 66612 

785--296-7829 

Toll free: 1-800-432-2484 (KS) 

TTY: 1-877-235-3151 

: commissioner@ksinsurance.org 

www.ksinsurance.org 

Kentucky 

Department of Insurance 

Consumer Protection and 

Education Division 

PO Box 517 

Frankfort, KY 40602-0517 

502-564-6034 

Toll free: 1-800-595-6053 

TTY: 1-800-648-6056 

insurance.ky.gov 

Louisiana 

Department of Insurance 

PO Box 94214 

Baton Rouge, LA 70804-9214 

225-342-5900 

Toll free: 1-800-259-5300 

: consumeradvocacy@ldi.la.gov 

www.ldi.state.la.us 

Maine 

Bureau of Insurance 

34 State House Station 

Augusta, ME 04333-0034 

207-624-8475 

Toll free: 1-800-300-5000 (ME) 

TTY: 1-888-577-6690 

: Insurance.PFR@maine.gov 

www.maine.gov/insurance 

Maryland 

Insurance Administration 

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 

Division of Insurance 

1000 Washington St., Suite 810 

Boston, MA 02118-6200 

Toll free: 1-877-563-4467 (MA) 

TTY: 617-521-7490 

: doicss.mailbox@state.ma.us 

www.state.ma.us/doi 

Michigan 

Office of Financial and Insurance 

Regulation 

PO Box 30220 

Lansing, MI 48909-7720 

517-373-0220 

Toll free: 1-877-999-6442 

: ofir-ins-info@michigan.gov 

www.michigan.gov/ofir 

Minnesota 

Department of Commerce 

Insurance Division 

85 7th Pl. E, Suite 500 

St. Paul, MN 55101 

651-296-4026 

Toll free: 1-800-657-3602 (MN) 

: general.commerce@state.mn.us 

www.insurance.mn.gov 

Mississippi 

Department of Insurance 

PO Box 79 

Jackson, MS 39205-0079 

601-359-3569 

Toll free: 1-800-562-2957 (MS) 

: consumer@mid.state.ms.us 

www.mid.state.ms.us 

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 (MO) 

TTY: 573-526-4536 

 consumeraffairs@ 

insurance.mo.gov 

www.insurance.mo.gov 

Montana 

Commissioner of Securities 

and Insurance 

Insurance Division 

840 Helena Ave. 

Helena, MT 59601 

406-444-2040 

Toll free: 1-800-332-6148 (MT) 

TTY: 406-444-3246 

www.csi.mt.gov/consumers 

Nebraska 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 131 

Department of Insurance 

PO Box 82089 

941 O St., Suite 400 

Lincoln, NE 68501-2089 

402-471-2201 

Toll free: 1-877-564-7323 (NE) 

TTY: 1-800-833-7352 

: DOI.ConsumerAffairs@ 

nebraska.gov 

www.doi.ne.gov 
STATE INSURANCE REGULATORS 

Nevada 

Department of Business 

and Industry 

Division of Insurance 

1818 E. College Pkwy. 

Carson City, NV 89701 

775-687-4270 

Toll free: 1-888-872-3234 

: cscc@doi.state.nv.us 

www.doi.nv.gov 

Department of Business 

and Industry 

Division of Insurance 

2501 E. Sahara Ave., #302 

Las Vegas, NV 89104 

702-486-4009 

Toll free: 1-888-872-3234 (NV) 

www.doi.nv.gov 

New Hampshire 

Department of Insurance 

21 S. Fruit St., Suite 14 

Concord, NH 03301 

603-271-2261 

Toll free: 1-800-852-3416 (NH) 

TTY: 1-800-735-2964 (NH) 

: consumerservices@ins.nh.gov 

www.nh.gov/insurance 

New Jersey 

Department of Banking and 

Insurance 

Consumer Inquiries and Complaints 

PO Box 325 

Trenton, NJ 08625 

609-292-7272 

Toll free: 1-800-446-7467 

www.dobi.nv.gov 

New Mexico 

Public Regulation Commission 

Insurance Division 

PO Box 1269 

1120 Paseo De Peralta 

Santa Fe, NM 87501 

505-827-4601 

Toll free: 1-888-427-5772 (NM) 

www.nmprc.state.nm.us 

New York 

Department of Financial Services 

Insurance Department - Consumer 

Assistance Unit 

One Commerce Plaza 

Albany, NY 12257 

518-474-6600 

Toll free: 1-800-342-3736 (NY) 

: consumers@ins.state.ny.us 

www.dfs.ny.gov 

Insurance Department 

Insurance Division - Consumer 

Assistance Unit 

25 Beaver St. 

New York, NY 10004 

212-480-6400 

Toll free: 1-800-342-3736 (NY) 

: consumers@ins.state.ny.us 

www.ins.state.ny.us 

North Carolina 

Department of Insurance 

1201 Mail Service Center 

Raleigh, NC 27699-1201 

919-807-6750 (Consumer Services) 

Toll free: 1-800-546-5664 

(NC, Consumer Services) 

www.ncdoi.com 

North Dakota 

Insurance Department 

State Capitol 

600 E. Boulevard Ave., 5th Floor 

Bismarck, ND 58505-0320 

701-328-2440 

Toll free: 1-800-247-0560 (ND) 

TTY: 1-800-366-6888 

: insurance@nd.gov 

www.nd.gov/ndins 

Ohio 

Department of Insurance 

Office of Consumer Affairs 

50 W. Town St., 3rd Floor, Suite 300 

Columbus, OH 43215 

614-644-2658 

Toll free: 1-800-686-1526 

(Consumer Hotline) 

Toll free: 1-800-686-1527 

(Fraud Hotline) 

Toll free: 1-800-686-1578 

(Senior Hotline) 

TTY: 614-644-3745 

www.insurance.ohio.gov 

Oklahoma 

Insurance Department 

Five Corporate Plaza 

3625 N.W. 56th St., Suite 100 

Oklahoma City, OK 73112 

405-521-2991 

Toll free: 1-800-522-0071 (OK) 

www.ok.gov/oid 

Oregon 

Insurance Division 

PO Box 14480 

Salem, OR 97309-0405 

503-947-7984 

Toll free: 1-888-877-4894 (OR) 

: cp.ins@state.or.us 

www.insurance.oregon.gov 

Pennsylvania 

Insurance Department 

Consumer Service 

1209 Strawberry Square 

Harrisburg, PA 17120 

717-787-2317 

Toll free: 1-877-881-6388 (PA) 

TTY: 717-783-3898 

: ra-in-consumer@pa.gov 

www.insurance.state.pa.us 

Puerto Rico 

Office of the Commissioner 

of Insurance 

B5 Calle Tabonuco, Suite 216 PMB 356 

Guaynabo, PR 00968-3029 

Toll free: 1-888-722-8686 

www.ocs.gobierno.pr 

Rhode Island 

Department of Business Regulation 

Insurance Division 

1511 Pontiac Ave. 

Cranston, RI 02920 

401-462-9520 

: InsuranceInquiry@dbr.ri.gov 

www.dbr.state.ri.us 

South Carolina 

Department of Insurance 

Consumer Services 

PO Box 100105 

Columbia, SC 29202-3105 

803-737-6180 

Toll free: 1-800-768-3467 (SC) 

: consumers@doi.sc.gov 

www.doi.sc.gov 

132 www.USA.gov t
STATE INSURANCE REGULATORS 

STATE INSURANCE REGULATORS 

South Dakota 

Department of Labor and 

Regulation 

Division of Insurance 

445 E. Capital Ave. 

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 37243-0574 

Toll free: 1-800-342-4029 (TN) 

: CIS.complaints@state.tn.us 

www.tn.gov/commerce 

Texas 

Department of Insurance 

Consumer Protection (111-1A) 

PO Box 149091 

Austin, TX 78714-9091 

512-804-5140 

Toll free: 1-800-252-3439 

TTY: 512 322-4238 

: onsumerprotection@ 

tdi.state.tx.us 

www.tdi.state.tx.us 

Utah 

Department of Insurance 

State Office Building 

450 N. State St., Room 3110 

Salt Lake City, UT 84114-6901 

801-538-3800 

Toll free: 1-800-439-3805 (UT) 

TTY: 801-538-3826 

www.insurance.utah.gov 

Vermont 

Department of Financial Regulation 

Insurance Consumer Section 

89 Main St. 

Montpelier, VT 05620-3101 

802-828-3302 

Toll free: 1-800-964-1784(VT) 

: dfr.insuranceinfo@state.vt.us 

www.dfr.vermont.gov 

Virgin Islands 

Division of Banking and Insurance 

5049 Kongens Gade 

St. Thomas, VI 00802 

340-774-7166 

www.ltg.gov.vi 

Virginia 

State Corporation Commission 

Bureau of Insurance 

PO Box 1157 

Richmond, VA 23218 

804-371-9741 

Toll free: 1-800-552-7945 (VA) 

Toll free: 1-877-310-6560 (Nationwide) 

TTY: 804-371-9206 

: bureauofinsurance@ 

scc.virginia.gov 

www.scc.virginia.gov 

Washington 

Office of the Insurance 

Commissioner 

Consumer Advocacy 

PO Box 40256 

Olympia, WA 98504-0256 

360-725-7080 

Toll free: 1-800-562-6900 (WA) 

TTY: 360-586-0241 

: cap@oic.wa.gov 

www.insurance.wa.gov 

West Virginia 

Offices of the Insurance 

Commissioner 

PO Box 50540 

Charleston, WV 25305-0540 

304-558-3386 

Toll free: 1-888-879-9842 (WV) 

TTY: 1-800-435-7381 

: consumer.service@ 

wvinsurance.gov 

www.wvinsurance.gov 

Wisconsin 

Office of the Commissioner 

of Insurance 

PO Box 7873 

Madison, WI 53707-7873 

608-266-0103 

Toll free: 1-800-236-8517 (WI) 

TTY: Dial 711 and ask for 608-266-3586 

: ocicomplaints@wisconsin.gov 

oci.wi.gov 

Wyoming 

Department of Insurance 

Consumer Affairs Section 

106 E. 6th Ave. 

Cheyenne, WY 82002 

307-777-7402 

Toll free: 1-800-438-5768 (WY) 

insurance.state.wy.us 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 133 
STATE SECURITIES ADMINISTRATORS 

Contacting Your Local Securities Administrator 

State securities regulators protect the investing public. Each state has its own 

laws and regulations for securities brokers and securities, including stocks, 

mutual funds, commodities, real estate, 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. 

If you have a question or complaint about an investment, call the company 

or bank involved. If you are not satisfied with the response you get, call your 

state securities agency. See the Investing section in Part I of this Handbook for 

additional advice and sources of assistance (p. 35). 

Alabama 

Securities Commission 

PO Box 304700 

Montgomery, AL 36130-4700 

334-242-2984 

Toll free: 1-800-222-1253 (AL) 

: asc@asc.alabama.gov 

www.asc.state.al.us 

Alaska 

Department of Commerce, 

Community and Economic 

Development 

Division of Banking and Securities 

PO Box 110807 

Juneau, AK 99811-0807 

907-465-2521 

Toll free: 1-888-925-2521 (AK) 

TTY: 907-465-5437 

: dbsc@alaska.gov 

www.commerce.state.ak.us 

Arizona 

Arizona Corporation Commission 

Securities Division 

1300 W. Washington St., 3rd Floor 

Phoenix, AZ 85007 

602-542-4242 

Toll free: 1-866-837-4399 (AZ) 

: info@azinvestor.gov 

www.azinvestor.gov 

Arkansas 

Securities Department 

Heritage West Building 

201 E. Markham St., Suite 300 

Little Rock, AR 72201-1692 

501-324-9260 

Toll free: 1-800-981-4429 

: info@securities.arkansas.gov 

www.securities.arkansas.gov 

California 

Department of Corporations 

Consumer Services Office 

1515 K St., Suite 200 

Sacramento, CA 95814 

Toll free: 1-866-275-2677 

TTY: 1-800-735-2966 

www.corp.ca.gov 

Colorado 

Department of Regulatory 

Agencies 

Division of Securities 

1560 Broadway, Suite 900 

Denver, CO 80202 

303-894-2320 

TTY: 1-800-659-2656 

: securities@dora.state.co.us 

www.dora.state.co.us/securities 

Connecticut 

Department of Banking 

Securities and Business Investments 

Division 

260 Constitution Plaza 

Hartford, CT 06103-1800 

860-240-8230 

Toll free: 1-800-831-7225 

www.ct.gov/dob 

Delaware 

Division of Securities 

Carvel State Office Building 

820 N. French St., 5th Floor 

Wilmington, DE 19801 

302-577-8424 

TTY: 302-577-5783 

www.state.de.us/securities 

District Of Columbia 

Department of Insurance, 

Securities and Banking 

810 1st St., NE, Suite 701 

Attn: Consumer Protection Advocate 

Washington, DC 20002 

202-727-8000 

: disb@dc.gov 

disb.dc.gov 

Florida 

Office of Financial Regulation 

Division of Securities 

Consumer Assistance Group 

200 E. Gaines St. 

Tallahassee, FL 32399-0375 

850-410-9500 

Toll free: 1-800-848-3792 (FL) 

www.flofr.com 

Georgia 

Office of the Secretary of State 

Division of Securities and Business 

Regulation 

237 Coliseum Dr. 

Macon, GA 31217-3858 

478-207-2440 

www.sos.ga.gov/securities 

Hawaii 

Department of Commerce and 

Consumer Affairs 

Securities Enforcement Branch 

Business Registration Division 

PO Box 40 

Honolulu, HI 96810 

808-586-2744 

Toll free: 1-877-477-2267 

: seb@dcca.hawaii.gov 

www.hawaii.gov/dcca/sec 

Idaho 

Department of Finance 

Securities Bureau 

PO Box 83720 

Boise, ID 83720-0031 

208-332-8000 

Toll free: 1-888-346-3378 (ID) 

: finance@finance.idaho.gov 

www.finance.idaho.gov 

134 www.USA.gov t
STATE SECURITIES ADMINISTRATORS 

Illinois 

Secretary of State 

Securities Department 

Jefferson Terrace 

300 W. Jefferson St., Suite 300A 

Springfield, IL 62702 

217-782-2256 

Toll free: 1-800-628-7937 (IL) 

www.cyberdriveillinois.com 

Indiana 

Office of the Secretary of State 

Securities Division 

302 W. Washington St., Room E111 

Indianapolis, IN 46204 

317-232-6681 

Toll free: 1-800-223-8791 (IN) 

www.in.gov/sos/securities/index. 

htm 

Iowa 

Securities Bureau 

340 Maple St.
 

Des Moines, IA 50319
 

515-281-5705
 

Toll free: 1-877-955-1212 (IA)
 

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 (KS) 

www.ksc.ks.gov 

Kentucky 

Department of Financial 

Institutions 

Division of Securities 

1025 Capitol Center Dr., Suite 200 

Frankfort, KY 40601-3868 

502-573-3390 

Toll free: 1-800-223-2579 

: kfi@ky.gov 

www.kfi.ky.gov 

Louisiana 

Office of Financial Institutions 

Securities Division 

PO Box 94095 

Baton Rouge, LA 70804-9095 

225-925-4660 

: 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 04333-0121 

207-624-8551 

Toll free: 1-877-624-8551 (ME) 

www.maine.gov/pfr/securities 

Maryland 

Office of the Attorney General 

Securities Division 

200 Saint Paul Pl. 

Baltimore, MD 21202-2020 

410-576-6360 

Toll free: 1-888-743-0023 (MD) 

TTY: 410-576-6372 

: securities@oag.state.md.us 

www.oag.state.md.us 

Massachusetts 

Office of the Secretary of the 

Commonwealth 

Securities Division 

One Ashburton Pl., 17th Floor 

Room 1701 

McCormack Building 

Boston, MA 02108 

617-727-3548 

Toll free: 1-800-269-5428 (MA) 

TTY: 617-878-3889 

: securities@sec.state.ma.us 

www.sec.state.ma.us/sct/ 

sctidx.htm 

Michigan 

Office of Financial and Insurance 

Regulation 

Securities Division Consumer 

Services Division 

PO Box 30220 

Lansing, MI 48909 

517-373-0220 

Toll free: 1-877-999-6442 

: ofir-sec-info@michigan.gov 

www.michigan.gov/ofirsecurities 

Minnesota 

Department of Commerce 

Securities Division 

Consumer Protection and Education 

85 7th Pl. E, Suite 500 

St. Paul, MN 55101 

651-282-5064 

Toll free: 1-800-657-3602 (MN) 

TTY: 651-296-2860 

: securities.commerce@ 

state.mn.us 

www.mn.gov/commerce 

Mississippi 

Secretary of State’s Office 

Securities Division 

Business Regulation and Enforcement 

PO Box 136 

Jackson, MS 39205-0136 

601-359-1048 

www.sos.ms.gov 

Missouri 

Office of the Secretary of State 

Securities Division 

600 W. Main St. 

Jefferson City, MO 65101-1276 

573-751-4136 

Toll free: 1-800-721-7996 (MO) 

: securities@sos.mo.gov 

www.sos.mo.gov 

Montana 

State Auditor’s Office 

Securities Division 

840 Helena Ave. 

Helena, MT 59601 

406-444-2040 

Toll free: 1-800-332-6148 (MT) 

: stateauditor@mt.gov 

www.csi.mt.gov/consumers 

STATE SECURITIES ADMINISTRATORS 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 135 
 t

STATE SECURITIES ADMINISTRATORS 

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@govmail.state.nv.us 

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 

Department of Law and Public 

Safety 

Bureau of Securities 

PO Box 47029 

Newark, NJ 07101 

973-504-3600 

Toll free: 1-866-446-8378 (NJ) 

: Askbureauofsecurities@ 

dca.lps.state.nj.us 

www.njsecurities.gov 

New Mexico 

Regulation and Licensing 

Department 

Securities Division 

2550 Cerrillos Rd., 3rd Floor 

Santa Fe, NM 87505 

505-476-4580 

Toll free: 1-800-704-5533 (NM) 

www.rld.state.nm.us/securities 

New York 

Office of the Attorney General 

Investor Protection Bureau 

120 Broadway, 23rd Floor 

New York, NY 10271 

212-416-8222 

www.oag.state.ny.us 

North Carolina 

Secretary of State 

Securities Division 

PO Box 29622 

Raleigh, NC 27626-0622 

919-733-3924 

Toll free: 1-800-688-4507 

(Investor Hotline) 

: secdiv@sosnc.com 

www.secretary.state.nc.us/sec 

North Dakota 

Securities Department 

State Capitol 

600 E. Boulevard Ave., 5th Floor 

Bismarck, ND 58505-0510 

701-328-2910 

Toll free: 1-800-297-5124 (ND) 

: ndsecurities@nd.gov 

www.ndsecurities.com 

Ohio 

Department of Commerce 

Division of Securities 

77 S. High St., 22nd Floor 

Columbus, OH 43215-6131 

Toll free: 1-800-788-1194 

(Investor Protection Hotline) 

: securitiesgeneral.questions@ 

com.state.oh.us 

www.com.ohio.gov/secu 

Oklahoma 

Department of Securities 

First National Center 

120 N. Robinson Ave., Suite 860 

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 97309-0405 

Toll free: 1-866-814-9710 

TTY: 503-378-4100 

: dcbs.dfcsmail@state.or.us 

dfcs.oregon.gov 

Pennsylvania 

Securities Commission 

Eastgate Office Building, 2nd Floor 

1010 N. 7th St. 

Harrisburg, PA 17102-1410 

717-787-8061 

Toll free: 1-800-600-0007 (PA) 

: pscwebmaster@pa.gov 

www.psc.state.pa.us 

Puerto Rico 

Office of the Commissioner of 

Financial Institutions 

Securities Division 

PO Box 11855 

San Juan, PR 00910-3855 

787-723-3131 

TTY: 1-800-981-7711 (Consumers) 

: valores@ocif.gobierno.pr 

www.ocif.gobierno.pr 

Rhode Island 

Department of Business 

Regulation 

Securities Division 

1511 Pontiac Ave. 

Cranston, RI 02920 

401-462-9527 

: securitiesinquiry@dbr.ri.gov 

www.dbr.state.ri.us 

South Carolina 

Office of the Attorney General 

Securities Division 

PO Box 11549 

Columbia, SC 29211-1549 

www.scag.gov/scsecurities 

136 www.USA.gov 
STATE SECURITIES ADMINISTRATORS 

South Dakota 

Department of Labor and 

Regulation 

Division of Securities 

445 E. Capitol Ave. 

Pierre, SD 57501-3185 

605-773-4823 

: drr.securities@state.sd.us 

www.dlr.sd.gov/securities 

Tennessee 

Department of Commerce and 

Insurance 

Securities Division 

500 James Robertson Pkwy., Suite 680 

Nashville, TN 37243-0575 

615-741-2947 

Toll free: 1-800-863-9117 (TN) 

: Securities.1@tn.gov 

www.state.tn.us/commerce/ 

securities 

Texas 

State Securities Board 

PO Box 13167 

Austin, TX 78711-3167 

512-305-8300 

www.ssb.state.tx.us 

Utah 

Department of Commerce 

Division of Securities 

PO Box 146760 

Salt Lake City, UT 84114-6760 

801-530-6600 

Toll free: 1-800-721-7233 (UT) 

: securities@utah.gov 

www.securities.utah.gov 

Vermont 

Department of Financial 

Regulation 

Securities Division 

89 Main St. 

Montpelier, VT 05620-3101 

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 

Toll free: 1-800-552-7945 (VA) 

TTY: 804-371-9206 

: SRF_General@ 

scc.virginia.gov 

www.scc.virginia.gov/srf 

Washington 

Department of Financial 

Institutions 

Division of Securities 

PO Box 41200 

Olympia, WA 98504-1200 

360-902-8760 

Toll free: 1-877-746-4334 

TTY: 360-664-8126 

www.dfi.wa.gov 

West Virginia 

State Auditor’s Office 

Securities Commission 

1900 Kanawha Blvd., E 

Building 1, Room W-100 

Charleston, WV 25305 

304-558-2251 

Toll free: 1-877-982-9148 

: securities@wvsao.gov 

www.wvsao.gov/ 

securitiescommission 

Wisconsin 

Department of Financial 

Institutions 

Division of Securities 

PO Box 1768, 4th Floor 

Madison, WI 53701-1768 

608-266-1064 

TTY: 608-266-8818 

www.wdfi.org 

Wyoming 

Office of the Secretary of State 

Compliance Division 

State Capitol Building 

200 W. 24th St. 

Cheyenne, WY 82002-0020 

307-777-7370 

: investing@wyo.gov 

soswy.state.wy.us 

STATE SECURITIES ADMINISTRATORS 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 137 
STATE UTILITIES COMMISSIONS 

Contacting Your Local Utilities Commission 

State utilities commissions regulate services and rates for gas, electricity, and 

telephones in your state. In some states, the utility commissions regulate other 

services such as water, transportation, and the moving of household goods. 

Rates for utilities and services provided between states are regulated by the 

federal government. 

Many utilities commissions handle consumer complaints. Sometimes, if they 

receive a number of complaints about the same utility matter, they will conduct 

investigations. 

Alabama 

Public Service Commission 

Consumer Services 

PO Box 304260 

Montgomery, AL 36130 

334-242-5218 

Toll free: 1-800-392-8050 (AL) 

www.psc.state.al.us 

Alaska 

Regulatory Commission 

Consumer Protection and 

Information Section 

701 W. 8th Ave., Suite 300 

Anchorage, AK 99501-3469 

907-276-6222 

Toll free: 1-800-390-2782 

TTY: 907-276-4533 

: cp.mail@alaska.gov 

rca.alaska.gov 

Arizona 

Corporation Commission 

Utilities Division 

Consumer Services Section 

1200 W. Washington St. 

Phoenix, AZ 85007 

602-542-4251 

Toll free: 1-800-222-7000 (AZ) 

: mailmaster@azcc.gov 

www.cc.state.az.us 

Arkansas 

Public Service Commission 

Consumer Services Division 

PO Box 400 

Little Rock, AR 72203-0400 

Toll free: 1-800-482-1164 (AR) 

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 (CA) 

TTY: 1-800-229-6846 

: public.advisor@cpuc.ca.go 

www.cpuc.ca.gov 

Colorado 

Public Utilities Commission 

Consumer Protection Division 

1560 Broadway, Suite 250 

Denver, CO 80202 

303-894-2070 

Toll free: 1-800-456-0858 (CO) 

: PUCConsumer.Complaints@ 

dora.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 

860-827-1553 

Toll free: 1-800-382-4586 (CT) 

TTY: 860-827-2837 

: dpuc.information@po.state.ct.us 

www.state.ct.us/dpuc 

Delaware 

Public Service Commission 

Cannon Building, Suite 100 

861 Silver Lake Blvd. 

Dover, DE 19904 

302-736-7500 

Toll free: 1-800-282-8574 (DE) 

www.depsc.delaware.gov 

District Of Columbia 

Public Service Commission 

Office of Consumer Services 

1333 H St., NW, Suite 600 

East Tower 

Washington, DC 20005 

202-626-5120 

www.dcpsc.org 

Florida 

Public Service Commission 

2540 Shumard Oak Blvd. 

Tallahassee, FL 32399-0850 

850-413-6100 

Toll free: 1-800-342-3552 (FL) 

TTY: 1-800-955-8771 

: contact@psc.state.fl.us 

www.floridapsc.com 

Georgia 

Public Service Commission 

Consumer Affairs Division 

244 Washington St., SW 

Atlanta, GA 30334 

404-656-4501 

Toll free: 1-800-282-5813 (GA) 

: gapsc@psc.state.ga.us 

www.psc.state.ga.us 

Hawaii 

Public Utilities Commission 

465 S. King St., Room 103 

Honolulu, HI 96813 

808-586-2020 

: Hawaii.puc@hawaii.gov 

www.puc.hawaii.gov 

Idaho 

Public Utilities Commission 

Consumer Assistance Section 

PO Box 83720 

Boise, ID 83720-0074 

Toll free: 1-800-432-0369 (ID) 

www.puc.idaho.gov 

138 www.USA.gov t
STATE UTILITIES COMMISSIONS 

STATE UTILITIES COMMISSIONS 

Illinois 

Commerce Commission 

Consumer Affairs 

527 E. Capitol Ave. 

Springfield, IL 62701 

217-782-2024 

Toll free: 1-800-524-0795 (IL) 

TTY: 1-800-858-9277 

www.icc.illinois.gov 

Indiana 

Utility Regulatory Commission 

Consumer Affairs Division 

101 W. Washington St., Suite 1500E 

Indianapolis, IN 46204 

317-232-2712 

Toll free: 1-800-851-4268 (IN) 

TTY: 317-232-8556 

www.in.gov/iurc 

Iowa 

Utilities Board 

Customer Service Group 

1375 E. Court Ave., Room 69 

Des Moines, IA 50319-0069 

515-725-7321 

Toll free: 1-877-565-4450 (IA) 

: customer@iub.iowa.gov 

www.state.ia.us/iub 

Kansas 

Corporation Commission 

Office of Consumer Protection 

1500 S.W. Arrowhead Rd. 

Topeka, KS 66604 

785-271-3140 

Toll free: 1-800-662-0027 (KS) 

TTY: 1-800-766-3777 

: public.affairs@kcc.ks.gov 

www.kcc.state.ks.us 

Kentucky 

Public Service Commission 

211 Sower Blvd. 

PO Box 615 

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 

Galvez Building, 12th Floor 

602 N. 5th St. 

PO Box 91154 

Baton Rouge, LA 70821-9154 

225-342-4404 

Toll free: 1-800-256-2397 (LA) 

www.lpsc.org 

Maine 

Public Utilities Commission 

Consumer Assistance Division 

18 State House Station 

Augusta, ME 04333-0018 

207-287-3831 

Toll free: 1-800-452-4699 (ME) 

TTY: 1-800-437-1220 

: maine.puc@maine.gov 

www.state.me.us/mpuc/ 

index.shtml 

Maryland 

Public Service Commission 

Six St. Paul St., 16th Floor 

Baltimore, MD 21202 

410-767-8000 

Toll free: 1-800-492-0474 

TTY: 1-800-201-7165 

www.psc.state.md.us 

Massachusetts 

Department of Public Utilities 

Consumer Division 

One South Station, Suite 2 

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 

PO Box 30221 

Lansing, MI 48909 

517-241-6180 

Toll free: 1-800-292-9555 (MI) 

: mpsc_commissioners@ 

michigan.gov 

www.michigan.gov/mpsc 

Minnesota 

Public Utilities Commission 

Consumer Affairs Office 

121 7th Pl. E, Suite 350 

St. Paul, MN 55101-2147 

651-296-0406 

Toll free: 1-800-657-3782 

: consumer.puc@state.mn.us 

www.puc.state.mn.us 

Mississippi 

Public Service Commission 

P.O. Box 1174
 


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 Department 

200 Madison St. 

PO Box 360 

Jefferson City, MO 65102-0360 

573-751-3234 

Toll free: 1-800-392-4211 (MO) 

TTY: 573-522-9061 

: 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 (MT) 

TTY: 406-444-4212 

www.psc.mt.gov 

Nebraska 

Public Service Commission 

1200 N St., Suite 300 

Lincoln, NE 68508 

402-471-3101 

Toll free: 1-800-526-0017 (NE) 

TTY: 402-471-0213 

www.psc.state.ne.us 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 139 
STATE UTILITIES COMMISSIONS 

Nevada 

Public Utilities Commission 

Consumer Division 

1150 E. William St. 

Carson City, NV 89701-3109 

775-684-6100 

702-486-2600 (Las Vegas) 

pucweb1.state.nv.us/pucn/ 

PUCHome.aspx 

New Hampshire 

Public Utilities Commission 

Consumer Affairs Division 

21 S. Fruit St., Suite 10 

Concord, NH 03301-2429 

603-271-2431 

Toll free: 1-800-852-3793 (NH) 

TTY: 1-800-735-2964 (NH) 

: puc@puc.nh.gov 

www.puc.state.nh.us 

New Jersey 

Board of Public Utilities 

Division of Customer Assistance 

44 S. Clinton Ave. 

Trenton, NJ 08625 

609-341-9188 

Toll free: 1-800-624-0241 (NJ) 

Toll free: 1-800-624-0331 

(Cable Complaints) 

www.bpu.state.nj.us 

New Mexico 

Public Regulation Commission 

Consumer Relations Division 

Utilities Division 

1120 Paseo de Peralta 

PO Box 1269 

Santa Fe, NM 87501 

505-827-4592 

Toll free: 1-888-427-5772 

TTY: 505-827-6911 

: crd.complaints@state.nm.us 

www.nmprc.state.nm.us 

New York 

Department of Public Service 

Office of Consumer Services 

3 Empire State Plaza 

Albany, NY 12223 

518-474-7080 

Toll free: 1-800-342-3377 

(NY - General Complaints) 

Toll free: 1-888-342-3355 (Termination) 

TTY: 1-800-662-1220 

: csd@dps.ny.gov 

www.askpsc.com 

North Carolina 

Utilities Commission 

Consumer Services 

4325 Mail Service Center 

Raleigh, NC 27699-4325 

919-733-9277 

Toll free: 1-866-380-9816 

: consumer.services@ 

psncuc.nc.gov 

www.ncuc.commerce.state.nc.us 

North Dakota 

Public Service Commission 

600 E. Boulevard Ave., Dept. 408 

Bismarck, ND 58505-0480 

701-328-2400 

Toll free: 1-877-245-6685 

TTY: 1-800-366-6888 (ND) 

: ndpsc@nd.gov 

www.psc.state.nd.us 

Ohio 

Consumers’ Counsel 

10 W. Broad St., Suite 1800 

Columbus, OH 43215-3485 

614-466-8574 (Outside OH) 

Toll free: 1-877-742-5622 

: occ@occ.state.oh.us 

www.pickocc.org 

Public Utilities Commission 

180 E. Broad St.
 

Columbus, OH 43215
 

614-466-3292
 

Toll free: 1-800-686-7826 (OH)
 

TTY: 1-800-686-1570 (OH)
 

www.puco.ohio.gov 

Oklahoma 

Corporation Commission 

Consumer Services Division 

PO Box 52000 

Oklahoma City, OK 73152-2000 

405-522-0478 

Toll free: 1-800-522-8154 (OK) 

www.occeweb.com 

Oregon 

Public Utility Commission 

Consumer Services Division 

550 Capitol St., NE, Suite 215 

PO Box 2148 

Salem, OR 97308-2148 

Toll free: 1-800-522-2404 

TTY: 1-800-648-3458 (OR) 

: puc.consumer@state.or.us 

www.puc.state.or.us 

Pennsylvania 

Pennsylvania Office of Consumer 

Advocate 

Office of the Attorney General 

555 Walnut St., 5th Floor, Forum Place 

Harrisburg, PA 17101-1923 

717-783-5048 

Toll free: 1-800-684-6560 (PA) 

: consumer@paoca.org 

www.oca.state.pa.us 

Public Utility Commission 

Bureau of Consumer Services 

PO Box 3265 

Harrisburg, PA 17105-3265 

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 

: consumer.section@ripuc.org 

www.ripuc.org 

140 www.USA.gov t
1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 

STATE UTILITIES COMMISSIONS 

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 (SC) 

TTY: 1-800-334-2217 (SC) 

www.regulatorystaff.sc.gov 

South Dakota 

Public Utilities Commission 

Consumer Affairs 

500 E. Capitol Ave. 

Pierre, SD 57501-5070 

605-773-3201 (General) 

Toll free: 1-800-332-1782 

: PUCConsumerInfo@state.sd.us 

www.puc.sd.gov 

Tennessee 

Regulatory Authority 

Consumer Services Division 

460 James Robertson Pkwy. 

Nashville, TN 37243-0505 

615-741-2904 

Toll free: 1-800-342-8359 (Consumer 

Services) 

TTY: 1-888-276-0677 

www.state.tn.us/tra 

Texas 

Public Utility Commission 

Customer Protection 

1701 N. Congress Ave. 

PO Box 13326 

Austin, TX 78711-3326 

512-936-7120 

Toll free: 1-888-782-8477 

TTY: 1-800-735-2988 

: customer@puc.state.tx.us 

www.puc.state.tx.us 

Utah 

Division of Public Utilities 

160 East 300 South 

Salt Lake City, UT 84114-6751 

Toll free: 1-800-874-0904 (UT) 

TTY: 801-530-6769 

: psc@utah.gov 

www.psc.utah.gov 

Vermont 

Public Service Board 

112 State St., 4th Floor 

Montpelier, VT 05620-2701 

802-828-2358 

TTY: 1-800-253-0191 (VT) 

: psb.clerk@state.vt.us 

www.psb.vermont.gov 

Virginia 

State Corporation Commission 

Division of Energy Regulation 

PO Box 1197 

Richmond, VA 23218 

Toll free: 1-800-552-7945 (VA) 

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 

360-664-1160 

Toll free: 1-888-333-9882 

TTY: 1-800-416-5289 

ov 

: consumer@utc.wa.gov 

www.utc.wa.g

West Virginia 

Consumer Advocate Division 

723 Kanawha Blvd., E 

Union Building, Suite 700 

Charleston, WV 25301 

304-558-0526 

s 

s 

www.cad.state.wv.u

Public Service Commission 

Customer Assistance 

PO Box 812 

201 Brooks St. 

Charleston, WV 25323 

304-340-0300 

Toll free: 1-800-642-8544 

www.psc.state.wv.u

Wisconsin 

Public Service Commission 

Consumer Affairs Unit 

PO Box 7854 

Madison, WI 53707-7854 

608-266-2001 

Toll free: 1-800-225-7729 

TTY: 608-267-1479 

psc.wi.gov 

Wyoming 

Public Service Commission 

2515 Warren Ave., Suite 300 

Cheyenne, WY 82002 

307-777-7427 

Toll free: 1-888-570-9905 (WY) 

: wyoming_psc@wyo.gov 

psc.state.wy.us 

141 

STATE UTILITIES COMMISSIONS 
 

 

TRADE & PROFESSIONAL ASSOCIATIONS 

Contacting Trade & Professional Organizations 

Companies that manufacture similar products or offer 

similar services often belong to an industry association. 

These associations help resolve problems between their 

member companies and consumers. Most also provide 

consumer information through publications and websites. 

If you have a problem with a company and cannot resolve it 

by working directly with that firm, ask whether the company 

is a member of an association. Then check this section to 

see whether the association is listed. If the association is 

not included here, your local library has reference materials 

to help you find the appropriate contact. 

Advertising Self-Regulation Council (ASRC) 

70 W. 36th St., 13th Floor 

New York, NY 10018 

Toll-free: 1-866-334-6272 

www.narcpartners.org 

www.asrcreviews.org 

ASRC fosters truth and accuracy in national advertising 

through voluntary self-regulation. As an effort between the 

advertising industry and the Council of Better Business 

Bureaus, ASRC helps solve disputes over advertising 

claims. 

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 

America’s Health Insurance Plans (AHIP) is the national 

association representing companies that provide health 

insurance coverage to more than 200 million Americans. 

Member companies offer medical, long-term care, 

disability income, dental, supplemental, stop-loss 

insurance and reinsurance to consumers, employers and 

public purchasers. 

American Financial Services Association (AFSA) 

Education Foundation 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 and to help consumers 

realize the benefits of responsible money management 

and understand the credit process. Their MoneySKILL® 

program educates young adults on personal finance 

concepts in the areas of income, expenses, assets, 

liabilities and risk management. 

American Arbitration Association 

1633 Broadway, 10th Floor 

New York, NY 10019 

Toll-free: 1-800-778-7879 

www.adr.org 

This association 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 Education Foundation offers 

personal finance resources to help consumers understand 

their financial choices. 

American Bar Association 

321 N. Clark St. 

Chicago, IL 60654 

312-988-5000 

: askaba@abanet.org 

www.americanbar.org 

The Bar Association is an association of lawyers. The 

ABA accredits law schools, and provides the public with 

information about the law, courts and guides for legal 

issues. 

American Cleaning Institute® (ACI) t

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, designated to help individuals, families and 

communities stay clean, safe and healthy at home, work 

and school. 

American Council of Life Insurers 

101 Constitution Ave., NW, Suite 700 

Washington, DC 20001-2133 

202-624-2000 

: contact@acli.com 

www.acli.com 

The American Council of Life Insurers is a trade 

association of over 500 insurance companies that provide 

life insurance, pensions and annuities, long-term care, and 

disability income insurance. 

American Health Care Association (AHCA) 

1201 L St., NW 

Washington, DC 20005 

202-842-4444 

www.ahcancal.org 

This federation of affiliated state health organizations 

advocates for quality care and services for frail, elderly and 

disabled Americans. 

142 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
TRADE & PROFESSIONAL ASSOCIATIONS 

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 

AICPA works to ensures 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 offers a wealth of information on its consumer 

website, including a Mover Referral Service. It also 

sponsors a dispute settlement program to help consumers 

resolve loss and damage claims on interstate moves. 

American Pharmacists Association (APhA) 

2215 Constitution Ave., NW 

Washington, DC 20037 

202-628-4410 

Toll-free: 1-800-237-2742 

www.pharmacist.com 

The APhA empowers its members to improve medication 

use and advance patient care through information, 

education, and advocacy. 

American Society of Travel Agents, Inc. (ASTA) 

1101 King St., Suite 200 

Alexandria, VA 22314 

703-739-2782 

: consumeraffairs@asta.org 

www.astanet.com 

ASTA is an association of travel industry professionals. 

It provides training and education to professionals. They 

offer travel tips for consumers and accept consumer 

complaints about poor travel service. 

Assisted Living Federation of America (ALFA) 

1650 King St., Suite 602 

Alexandria, VA 22314 

703-894-1805 

www.alfa.org 

ALFA sets best practices for senior living. They also 

provide a directory of senior living communities and other 

materials to help consumers determine their assisted living 

needs. 

Association of Credit and Collection Professionals 

(ACA International) 

PO Box 390106 

Minneapolis, MN 55439 

952-926-6547 

: aca@acainternational.org 

www.askdoctordebt.com 

ACA International’s sets ethical standards for companies 

in the debt collection industry. They also use their website, 

askdoctordebt.org, to educate consumers about their 

rights. 

Association of Independent Consumer Credit 

Counseling Agencies (AICCCA) 

11350 Random Hills Rd., Suite 800 

Fairfax, VA 22030 

Toll-free: 1-866-703-8787 

www.aiccca.org 

AICCCA represents non-profit credit counseling 

companies. AICCCA sets industry standards to ensure 

that member companies provide quality service to 

consumers. The organization also provides information 

directly to consumers (budgeting tips and a searchable 

database to locate a credit counseling company) on their 

website. 

Automotive Recyclers Association (ARA) 

9113 Church St. 

Manassas, VA 20110 

571-208-0428 

Toll-free: 1-888-385-1005 

www.a-r-a.org 

ARA member companies are dedicated to the efficient 

removal and reuse of automotive parts, and the safe 

disposal of inoperable motor vehicles. 

Cellular Telecommunications and Internet 

Association (CTIA) 

1400 16th St., NW, Suite 600 

Washington, DC 20036 

202-736-3200 

www.ctia.org 

CTIA oversees certification programs to ensure a high 

standard of quality for consumers of wireless devices. 

Certified Financial Planner Board of Standards 

1425 K St., NW, Suite 500 

Washington, DC 20005 

202-379-2200 

Toll-free: 1-800-487-1497 

: mail@cfpboard.org 

www.cfp.net 

The CFP Board works to ensure that the public benefits 

from competent financial planning. The CFP Board 

certifies financial planners who meet its requirements by 

granting use of their trademarks. 

Commission on the Accreditation of Rehabilitation 

Facilities (CARF) 

6951 E. Southpoint Rd. 

Tucson, AZ 85756 

Toll-free: 1-888-281-6531 

www.carf.org 

CARF is an independent accrediting body of rehabilitation, 

addiction, substance abuse, and retirement living services. 

The organization provides an online search tool to find 

services that match your rehabilitiation needs, as well as 

links to consumer resources. 

TRADE & PROFESSIONAL ASSOCIATIONS 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 143 
TRADE & PROFESSIONAL ASSOCIATIONS 

Consumer Electronics Association (CEA) 

1919 S. Eads St. 

Arlington, VA 22202 

703-907-7600 

Toll-free: 1-866-858-1555 

: cea@ce.org 

www.ce.org 

CEA represents corporations involved in the design, 

development, manufacture and distribution consumer 

electronics. They offer free guides for buying electronics to 

consumers. 

Credit Union National Association (CUNA) 

5710 Mineral Point Rd. 

Madison, WI 53705-0431 

Toll-free: 1-800-356-9655 

www.cuna.org 

CUNA serves more than 90% of credit unions through 

credit union leagues throughout the nation. 

Direct Marketing Association DMA) 

1120 Avenue of the Americas 

New York, NY 10036-6700 

212-768-7277 ext. 1888 

: consumer@the-dma.org 

www.dmachoice.org 

The DMA is the trade association for organizations 

involved in direct marketing. via direct mail, catalogs, the 

Internet, telemarketing, magazines, newspaper and TV ads. 

DMAs consumer website offers consumers options (free 

of charge) to better manage their mail. 

Direct Selling Association (DSA) 

1667 K St., NW, Suite 1100 

Washington, DC 20006 

202-452-8866 

: info@dsa.org 

www.dsa.org 

DSA is the trade association of firms that manufacture and 

distribute goods and services sold directly to consumers. 

Distance Education and Training Council (DETC) 

1601 18th St., NW, Suite 2 

Washington, DC 20009 

202-234-5100 

www.detc.org 

The DETC is a voluntary, non-governmental, educational 

organization that accredits distance education institutions. 

Financial Industry Regulatory Authority (FINRA) t

1736 K St., NW
 


Washington, DC 20006
 


301-590-6500 (Call Center)
 


Toll-free: 1-800-289-9999 (Broker Check Hotline)
 


www.finra.org 

FINRA is the largest independent regulator for all 

securities firms doing business in the US. The organization 

operates the largest dispute resolution forum in the 

securities industry for disputes between investors and 

securities firms. Consumers may check the background 

of individual investment professionals and firms using the 

BrokerCheck tool on the FINRA website. 

Financial Planning Association (FPA) 

7535 E. Hampden Ave., Suite 600 

Denver, CO 80231 

Toll-free: 1-800-322-4237 

: fpa@fpanet.org 

www.fpanet.org 

The Financial Planning Association is a leadership and 

advocacy organization connecting those who provide the 

services with consumers they serve. This organization is a 

resource for the public to find educational resources and 

a financial planner who will deliver advice using an ethical, 

objective, client-centered process. 

Food Marketing Institute (FMI) 

2345 Crystal Dr., Suite 800 

Arlington, VA 22202 

202-452-8444 

www.fmi.org 

FMI conducts programs in research, education, industry 

relations and public affairs on behalf of grocery retailers 

and wholesalers. 

Grocery Manufacturers Association (GMA) 

1350 I St. NW, Suite 300 

Washington, DC 20005 

202-639-5900 

Toll-free: 1-800-355-0983 

www.gmaonline.org 

GMA represents food, beverage, and consumer products 

companies. The Association helps to ensure the safety 

and security of consumer packaged goods. 

Insurance Information Institute (III) 

110 William St. 

New York, NY 10038 

212-346-5500 

: info@iii.org 

www.iii.org 

The III is a nonprofit, communications organization 

supported by the property/casualty insurance industry that 

works to improve public understanding of insurance. 

International Association of Movers (IAM) 

5904 Richmond Hwy., Suite 404 

Alexandria, VA 22303 

703-317-9950 

: info@iamovers.org 

www.iamovers.org 

IAM is a global association of movers and forwarders 

committed to providing customers with the highest level 

of service available. IAM offers consumer tips for moving, 

domestically or internationally, on their website. 

144 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 
TRADE & PROFESSIONAL ASSOCIATIONS 

TRADE & PROFESSIONAL ASSOCIATIONS 

International Cemetery, Cremation and Funeral 

Association (ICCFA) 

107 Carpenter Dr., Suite 100 

Sterling, VA 20164 

703-391-8400 

Toll-free: 1-800-645-7700 

www.iccfa.com 

ICCFA is the trade association dedicated to funerals, and 

final resting places. They provide management guidance 

to members and advocate for consumer choice and 

dispute resolution in circumstances surrounding final 

arrangements. 

Joint Commission 

One Renaissance Blvd. 

Oakbrook Terrace, IL 60181 

630-792-5000 

www.jointcommission.org 

The Joint Commission accredits and certifies healthcare 

organizations and Programs. 

LeadingAge 

2519 Connecticut Ave., NW 

Washington, DC 20008 

202-783-2242 

: info@leadingage.org 

www.leadingage.org 

LeadingAge represents not-for-profit nursing homes, 

continuing care retirement communities, assisted living 

and senior housing facilities, and community service 

organizations. Consumers may search LeadingAge’s 

online database for providers and facilities that fit their 

needs. 

Mortgage Bankers Association of America (MBA) 

1717 Rhode Island Ave., NW, Suite 400 

Washington, DC 20036 

202-557-2700 

www.mortgagebankers.org 

The MBA is the national association representing the 

real estate finance industry, including mortgage banking 

firms, commercial banks, life insurance companies, title 

companies, and savings and loan associations. 

Mystery Shopping Providers Association (MSPA) 

455 S. 4th St., Suite 650 

Louisville, KY 40202 

www.mysteryshop.org 

The MSPA is dedicated to improving service quality 

using anonymous shoppers. MSPA does not hire mystery 

shoppers, but they do provide a voluntary certification 

program for mystery shoppers. 

National Association of Attorneys General (NAAG) 

2030 M St., NW, 8th Floor 

Washington, DC 20036 

202-326-6000 

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 works so that consumers have access to safe, 

decent, and affordable housing. 

National Association of Insurance Commissioners 

(NAIC) 

1100 Walnut St., Suite 1500 

Kansas City, MO 64106-2197 

816-842-3600 

Toll-free: 1-866-470-6242 

: webpost@naic.org 

www.InsureUonline.org 

www.naic.org 

NAIC is a national organization of insurance regulators. 

The organization helps insurance regulators facilitate the 

fair and equitable treatment of insurance consumers and 

promote competitive markets. 

National Association of Professional Insurance 

Agents (PIA) 

400 N. Washington St. 

Alexandria, VA 22314 

703-836-9340 

: piainfo@pianet.org 

www.pianet.com 

This association represents the interests and needs of 

insurance agents. 

National Association of Realtors (NAR) 

430 N. Michigan Ave. 

Chicago, IL 60611-4087 

312-329-8200 

Toll-free: 1-800-874-6500 

www.realtor.org 

NAR is the organization of real estate agents. It develops 

standards for effective and ethical real estate business 

practices. 

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 promotes the national agenda for financially 

responsible behavior and builds capacity for its members 

to deliver the highest quality financial education and 

counseling services. Contact NFCC to locate an affiliated 

financial counseling agency in your area. 

National Funeral Directors Association (NFDA) 

13625 Bishops Dr. 

Brookfield, WI 53005-6607 

262-789-1880 

Toll-free: 1-800-228-6332 

: nfda@nfda.org 

www.nfda.org 

NFDA helps consumers make informed decisions about 

funeral services and offers a third party dispute resolution 

program for complaints regarding funeral homes. 

1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 145 
TRADE & PROFESSIONAL ASSOCIATIONS 

National Futures Association (NFA) t

300 S. Riverside Plaza, Suite 1800 

Chicago, IL 60606-6615 

312-781-1300 

: information@nfa.futures.org 

www.nfa.futures.org 

NFA is the industry-wide self-regulatory organization for 

the U.S. futures industry. NFA provides innovative and 

efficient regulatory programs and services that safeguard 

the integrity of the derivatives markets. Consumers should 

contact NFA regarding any firm or individual who solicits 

them for investments in futures, options on futures and 

foreign currency. 

National Institute for Automotive Service 

Excellence (ASE) 

101 Blue Seal Dr. SE, Suite 101 

Leesburg, VA 20175 

703-669-6600 

Toll-free: 1-888-273-8378 

: webmaster@ase.com 

www.ase.com 

ASE is an independent organization that works to improve 

the quality of automotive service and repair through the 

voluntary testing and certification of automotive repair 

professionals. 

Network Branded Prepaid Card Association 

(NBPCA) 

110 Chestnut Ridge Rd., Suite 111 

Montvale, NJ 07645-1706 

www.nbpca.com 

NBPCA represents all companies involved in providing 

prepaid cards that carry a brand network logo (American 

Express, Discover, Mastercard, or Visa) that can be used at 

numerous retailers. You can contact the association to get 

tips on how to use and maintain your card, or ask experts 

your questions about your prepaid cards. 

North American Consumer Protection Investigators 

: webmaster@nacpi.org 

www.nacpi.org 

NACPI provides training and support for consumer 

protection investigators in government agencies at all 

levels. NACPI does not investigate individual consumer 

complaints, but helps investigators share information of 

mutual concern. 

North American Securities Administrators 

Association, Inc. (NASAA) 

750 1st St., NE, Suite 1140 

Washington, DC 20002 

202-737-0900 

: info@nasaa.org 

www.nasaa.org 

NASAA is an international organization devoted to 

investor protection. NASAA is the voice of the 50 state 

securities agencies responsible for grass-roots investor 

protection, investor 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. 

Tire Industry Association (TIA) 

1532 Pointer Ridge Pl., Suite G 

Bowie, MD 20716-1883 

301-430-7280 

Toll-free: 1-800-876-8372 

: info@tireindustry.org 

www.tireindustry.org 

TIA represents all members of the tire industry, including 

companies that manufacture, sell, recycle, retread tires, 

along with their suppliers. 

Toy Industry Association, Inc. (TIA) 

1115 Broadway, Suite 400 

New York, NY 10010 

212-675-1141 

: info@toyassociation.org 

www.toyinfo.org 

www.toy-tia.org 

TIA is the not-for-profit trade association for producers 

and importers of toys and youth entertainment products 

sold in North America. 

United States Tour Operators Association (USTOA) 

345 7th Ave., Suite 1801 

New York, NY 10001 

212-599-6599 

: information@ustoa.com 

www.ustoa.com 

USTOA is composed of companies whose tours and 

packages encompass the entire globe and who conduct 

business in the U.S. 

146 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 and Dispute Resolution Resources” (p. 66). 

A 

AARP. See American Association of Retired Persons
 

ABA. See American Bar Association
 

ACA. See Affordable Care Act
 

Accidental death insurance, 34
 

Adjustable-rate mortgages, 27–28
 

Administration for Children & Families, 99
 

Administration on Aging, 25, 99
 

Advance medical directives, 26–27
 

Advertisements
 

Advertising Self-Regulation Council, 142
 

fraudulent employment opportunities, 19–20
 

Standard Directory of Advertisers, 72
 

Advertising Self-Regulation Council, 142
 

Advisors, financial, 36
 

Affordable Care Act, 24, 32–33
 

Aging. See Elderly persons; Medicare; specific 


organizations
 

Agricultural Marketing Service, 23
 

AIDS.gov, 98
 

AIDSinfo, 100
 

Air Force Community Readiness and Family Support, 


60–61
 

Air Force Spouse Forum, 61
 

Air travel
 

airline fees, 50
 

delayed or canceled flights, 49–50
 

delayed or damaged baggage, 50
 

lost baggage, 50
 

overbooked flights, 50
 

tarmac delays, 51
 

Airline Passenger Protections, 51
 

Airlines. See Air travel
 

All-natural products, 23
 

A.M. Best
 

insurance company ratings, 31
 

AMA. See American Medical Association
 

American Arbitration Association, 142
 

American Association of Retired Persons
 

contact information, 109
 

retirement planning information, 38
 

American Bankers Association, 142
 

American Bar Association, 56, 58, 142
 

American Cleaning Institute, 21, 142
 

American Council of Life Insurers, 31, 142
 

American Council on Science and Health, 109
 

American Financial Services Association Education
 

Foundation, 142
 

American Health Care Association, 142
 

American Institute of Certified Public Accountants, 143
 

American Medical Association, 24
 

American Moving and Storage Association, 143
 

American Pharmacists Association, 143
 

American Savings Education Council, 38
 

American Society of Travel Agents, Inc., 143
 

Americans with Disabilities Act Information Line, 103
 

America’s Health Insurance Plans, 142
 

Annual Percentage Rate
 

credit cards, 12
 

military, 61
 

mortgages, 27
 

payday loans, 17
 

Anti-spyware software, 40, 43
 

Anti-virus software, 42, 43
 

Apps, 46–47, 51
 

APR. See Annual Percentage Rate
 

Arbitration, 56
 

Armed Forces. See Military personnel
 

ARMs. See Adjustable-rate mortgages
 

Assisted-living facilities
 

long-term care insurance and, 34
 

selection of, 25
 

Assisted Living Federation of America, 25, 143
 

Association of Credit and Collection Professionals, 143
 

Association of Independent Consumer Credit
 

counseling Agencies, 143
 

ATM cards, 5
 

Attorneys. See Lawyers
 

Auctions, online, 4–5
 

Automobiles. See Cars
 

Automotive Recyclers Association, 143
 

Aviation Consumer Protection and Enforcement, Office 


of, 50
 

Aviation Consumer Protection Division, 104
 

B 

Baggage
 

airline fees, 50
 

delayed or damaged, 50
 

insurance coverage, 34
 

lost, 50
 

Balloon mortgages, 28
 

Banking
 

ATM cards, 5
 

checking accounts, 6
 

debit cards, 5–6
 

fees, 6
 

financial privacy, 39–40
 

phishing scams, 7
 

prepaid cards, 7
 

regulatory authorities, 7
 

savings accounts, 6
 

state banking authorities, 7, 126–129
 

unsolicited checks and offers, 7
 

Bankruptcy
 

credit reports and, 14
 

filing process, 16
 

personal, 16
 

Bankruptcy Abuse and Prevention Act, 16
 

BBBOnLine, 67
 

BBBs. See Better Business Bureaus
 

Better Business Bureaus
 

BBB Auto Line, 56, 66
 

BBB Military Line, 62
 

BBBOnLine, 67
 

complaint mediation, 56
 

state-by-state listing and contact information, 


67–71
 

Blind persons. See Disabilities, persons with
 

Bond funds, 37
 

Bonds, 37
 

Bounced checks, 6
 

Brokers, financial, 36
 

Bundling telecommunications services, 44
 

Bureau of Consumer Protection, 107
 

Bureau of the Public Debt, 104
 

Bus safety records, 51
 

Business Software Alliance, 42
 

Buyer’s agents, 27
 

C 

Cable TV service, 47
 

Cage-free animals, 22
 

Call for Action Inc., 56
 

Caller ID spoofing, 45
 

CARD. See Credit Card Accountability Responsibility 


and Disclosure Act
 

Cars
 

BBB Auto Line, 56, 66
 

buying tips, 8
 

dealer purchases, 9–10
 

dispute resolution programs, 66
 

financing, 10
 

fuel economy web pages, 8
 

insurance, 32
 

leasing, 10
 

“lemon” laws, 10–11
 

long-term car loans, 10
 

manufacturer contact information, 64–65
 

new, 8
 

private-party purchases, 9–10
 

recalls, 10–11
 

renting, 11
 

repairs, 11
 

repossessions, 11
 

safety considerations, 9
 

secret warranties, 10–11
 

SmartWay Certified Vehicles, 23
 

title loans, 61
 

used, 8–9
 

Cash for College, 18
 

Catastrophic health care insurance, 35
 

CDC. See Centers for Disease Control and Prevention
 

Cell phones
 

services, 45–46
 

telemarketing and, 48
 

Cellular Telecommunications and Internet Association, 


143
 

Cemeteries. See also Funerals
 

for veterans, 54
 

Center for Auto Safety, 9, 11, 109
 

Center for Food Safety and Applied Nutrition 


Information Line, 100
 

Center for Medicaid and CHIP Services, 100
 

Center for Nutrition Policy and Promotion, 21, 96
 

Center for Science in the Public Interest, 109
 

Center for the Study of Services, 59, 109
 

Centers for Disease Control and Prevention
 

contact information, 99
 

fertility clinic success rates, 24
 

food safety information, 21
 

health-related travel information, 51
 

Centers for Medicare and Medicaid Services, 26, 33, 


100
 

Certified Financial Planner Board of Standards, 38, 


143
 

INDEX 

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INDEX 

CFPB. See Consumer Financial Protection Bureau
 

CFTC. See Commodity Futures Trading Commission
 

Checking accounts, 6
 

Checks
 

bounced, 6
 

fees, 6
 

holds on, 6
 

unsolicited, 7
 

Child Support Enforcement, Office of, 99
 

Child Welfare Information Gateway, 99
 

Childcare.gov, 99
 

Children. See also Families
 

government agency sources, 99
 

identity theft, 39
 

insurance coverage, 33
 

Internet protection, 41, 43
 

Kids in Danger, 110
 

National Runaway Switchboard, 99
 

Children’s Online Privacy Protection Act, 41
 

Citizenship
 

passports and, 104
 

City consumer protection offices, 112–125
 

Civil Rights, Office for, 40, 97, 98
 

Coalition Against Insurance Fraud, 109
 

COBRA. See Consolidated Omnibus Budget 


Reconciliation Act
 

College savings plans, 17
 

Colleges and universities
 

college accreditation, 19
 

financing options, 17–19
 

Commissaries and exchanges, 62
 

Commission on Accreditation of Rehabilitation 


Facilities, 25, 143
 

Commission on Civil Rights, 96
 

Commodities investments, 37
 

Commodity Exchange Act, 36
 

Commodity futures, 37
 

Commodity Futures Trading Commission, 36, 37, 108
 

Complaints
 

contacting sellers, 55
 

contacting third parties, 55–56
 

credit bureaus, 13
 

credit cards, 13
 

debt collectors, 15
 

dispute resolution programs, 56, 66
 

financial brokers and advisors, 36
 

fraud reporting, 59
 

health care providers, 24
 

information resources, 58
 

insurance companies, 31
 

legal help, 58
 

online fraud, 44
 

resolving, 55
 

safety hazards reporting, 59
 

sample complaint letter, 57
 

small claims court, 56, 58
 

social media filing, 56
 

telemarketing, 48
 

Comptroller of the Currency, Office of the
 

contact information, 105
 

regulatory authority, 7
 

Computer hackers, 41
 

Computers. See Internet; Software
 

Conciliation, 56
 

Condo fees, 27
 

Consolidated Omnibus Budget Reconciliation Act, 33
 

Consumer Action, 109
 

Consumer Action Handbook, 60
 

Consumer Affairs and Dispute Resolution Services, 


Office of, 106
 

Consumer and Governmental Affairs Bureau, 106
 

Consumer Credit Counseling Services, 15
 

Consumer Electronics Association, 144
 

Consumer Federation of America, 109
 

Consumer Financial Protection Bureau
 

auto leasing guide, 10
 

automotive dispute resolution program, 66
 

contact information, 96
 

credit card company complaints, 13
 

military personnel services, 62
 

mortgage transfer rules, 28
 

student loan information, 19
 

Consumer Information Catalog, 59
 

Consumer Leasing Act, 10
 

Consumer organizations
 

complaint mediation, 56
 

corporate consumer contacts, 72–95
 

national organizations contact information, 109–111
 

Consumer Product Safety Commission
 

contact information, 96
 

product safety recall information, 3
 

reporting safety hazards to, 59
 

Consumer protection offices
 

complaint mediation, 55
 

state, county, and city offices contact information, 


55, 112–125
 

Consumer Reports, 9, 23, 36, 47, 59, 110
 

Consumer rights
 

credit, 12
 

debt collection, 15
 

health insurance claims, 33
 

installation loans, 17
 

investments, 36
 

payday loans, 17, 61
 

questions creditors may not ask, 12
 

shopping from home, 3–4
 

tax refund loans, 17, 61
 

Consumer World, 59
 

Consumers
 

after purchase tips, 5
 

buying tips for, 2–4
 

mobile payments using smart phones, 46
 

tips for, ii
 

Cooling-off rule. See 3-Day Cooling-Off Rule
 

Copyright issues, Internet and, 42
 

Corporate consumer contacts, 72–95
 

Council of Better Business Bureaus, Inc., 67
 

Council on Accreditation, 15
 

County consumer protection offices, 112–125
 

Coupons, online and group, 4
 

Courts, small claims, 56, 58
 

CPSC. See Consumer Product Safety Commission
 

Cramming
 

telephone service and, 45
 

CRAs. See Credit reporting agencies
 

Credit. See also Credit cards; Debt; Loans; Mortgages
 

consumer rights, 12
 

counseling services, 15–16
 

credit repair scams, 14
 

Equal Credit Opportunity Act provisions, 12
 

free credit reports, 12
 

information sources, 12
 

privacy issues, 40
 

questions creditors may not ask, 12
 

reports, 13–15
 

scores, 13–15
 

unsolicited offers, 7
 

Credit bureaus
 

complaints about, 13
 

contact information, 14
 

credit report information, 13
 

free credit reports, 12
 

reporting identity theft, 39
 

Credit Card Accountability Responsibility and 


Disclosure Act, 13
 

Credit cards. See also ATM cards; Debit cards
 

Annual Percentage Rates, 12
 

billing disputes, 13
 

complaints, 13
 

considerations when applying for, 12–13
 

consumer protection, 13
 

fees, 12, 13
 

finance charges, 12, 13
 

interest rates, 12, 13
 

lost, 15
 

mobile payments using smart phones, 46
 

payments, 12, 13
 

rewards programs, 12
 

stolen, 15
 

travel services, 49
 

Credit counseling services, 15–16
 

Credit Repair Organizations Act, 14, 15
 

Credit reporting agencies, 12, 13, 48
 

Credit reports and scores
 

credit bureaus, 13–14
 

credit repair scams, 14
 

employment searches and, 20
 

FICO score, 14
 

free reports, 12
 

negative information, 14–15
 

privacy protection, 38
 

renting housing property and, 30, 31
 

tips for building a better score, 14
 

Credit Union National Association, 144
 

Credit unions, 6
 

D 

Deaf or hard of hearing persons
 

telephone services for, 60
 

Debit cards
 

fees, 6
 

overdraft protections, 6
 

PIN numbers, 5
 

prepaid cards, 7
 

reporting missing cards, 5
 

using, 5–6
 

Debt. See also Bankruptcy; Credit; Loans
 

collection e-mails, 14
 

counseling services, 15–16
 

debt collection, 14, 15
 

reducing, 15
 

Deed-in-lieu of foreclosure, 29
 

Dental insurance, 34–35
 

Design for the Environment, 23
 

Dietary guidelines, 21
 

Direct Marketing Association, 48, 144
 

Direct Selling Association, 144
 

Directories
 

Better Business Bureaus, state-by-state listing, 

67–71
 

car manufacturer contact information, 64–65
 

corporate consumer contacts, 72–95
 

dispute resolution programs, 56
 

federal government agencies, 96–108
 

national consumer organizations, 109–111
 

National Resource Directory, 62
 

state, county, and city consumer protection offices, 


112–125
 

state banking authorities, 126–129
 

148 www.USA.gov 
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

INDEX 

state insurance regulators, 130–133
 

state securities administrators, 134–137
 

state utilities commissions, 138–141
 

trade and professional associations, 142–146
 

Disabilities, persons with
 

American with Disabilities Act information line, 106
 

information resources, 60
 

library service for, 60
 

telephone relay services, 60
 

Wounded Warrior Resource Center, 62
 

Disability Employment Policy, Office of, 103
 

Disability insurance, 32
 

Disasters. See Emergency preparedness
 

Dispute resolution programs
 

automotive, 66
 

investments, 36
 

types of, 56
 

Distance Education and Training Council, 144
 

Division of Depositor and Consumer Protection, 106
 

DNR. See Do Not Resuscitate orders
 

Do Not Call Registry, 48
 

Do Not Resuscitate orders, 27
 

Doctor selection, 24
 

DOE. See U.S. Department of Energy
 

DOI. See U.S. Department of the Interior
 

DOL. See U.S. Department of Labor
 

DOT. See U.S. Department of Transportation
 

Drip pricing, 2
 

Drugs. See Prescription drugs
 

Dun & Bradstreet Directory, 72
 

Durable power of attorney for health care, 27
 

E 

E-mail spam, 44, 48
 

E-payments, 46
 

Earth 911, 23
 

Earthquake insurance, 34
 

Eco-friendly products, 23
 

ED. See U.S. Department of Education
 

EDPUBS. See Education Publications Center
 

Education. See Colleges and universities; Student 


financial aid
 

Education Publications Center, 97
 

EEOC. See Equal Employment Opportunity Commission
 

Eldercare Locator, 25, 99
 

Elderly persons. See also Medicare
 

assisted-living facilities, 25
 

Eldercare Locator, 25, 99
 

long-term care insurance, 34
 

nursing home selection, 25
 

retirement planning, 37–38
 

Emergency medical insurance, 34
 

Emergency preparedness, 59–60, 101
 

Employee Benefits Security Administration, 103
 

Employer-based retirement plans, 37–38
 

Employment
 

agencies, 19–20
 

credit checks, 20
 

Internet-based opportunities, 20
 

multi-level marketing plans, 20
 

Occupational Outlook Handbook, 18
 

recruiters, 19–20
 

Unemployment Insurance Program, 21
 

work-at-home companies, 20
 

Employment agencies, 19–20
 

Energy Efficiency and Renewable Energy, 98
 

Energy STAR Program, 22, 23, 105
 

Environmental issues
 

buying green products, 23
 

Energy Star appliances, 22, 23
 

Going Green, 22–23
 

reusing and recycling, 23
 

WaterSense program, 23
 

Environmental Protection Agency
 

contact information, 105–106
 

Design for the Environment, 23
 

Energy Star Program, 22, 23, 105
 

green products information, 23
 

Indoor Environments Division, 105
 

National Pesticide Information Center, 106
 

National Service Center for Environmental 


Publications, 106
 

reporting safety hazards to, 59
 

Safe Drinking Water Hotline, 106
 

SmartWay Certified Vehicles, 23
 

WaterSense program, 23
 

EPA. See Environmental Protection Agency
 

Equal Credit Opportunity Act, 12
 

Equal Employment Opportunity Commission, 106
 

Equifax, 12, 14
 

Estate planning. See Wills
 

Eviction notices, 31
 

Executors, for wills, 53
 

Experian, 12, 14
 

Extended warranties, 2
 

External Affairs, Office of, 108
 

F 

FAA. See Federal Aviation Administration
 

Facebook, 43
 

FAFSA. See Free Application for Federal Student Aid
 

Fair Credit and Charge Card Disclosure Act, 13
 

Fair Credit Billing Act, 13
 

Fair Credit Reporting Act, 14–15, 40
 

Fair Debt Collection Practices Act, 14, 15
 

Fair Housing Act, 31
 

Fair Housing and Equal Opportunity, Office of, 27, 102
 

Families. See also Children
 

government agency sources, 99
 

support programs for military personnel, 60–62
 

Families USA, 110
 

Family and Morale, Welfare and Recreation Command 


Family Programs, 61
 

Family Centers, 60
 

FCC. See Federal Communications Commission
 

FCIC. See Federal Citizen Information Center
 

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, 50, 104
 

Federal Citizen Information Center, 59, 107
 

Federal Communications Commission
 

Caller ID spoofing reports, 45
 

cell phone bills, 46
 

contact information, 106
 

Internet safety information, 43
 

slamming and cramming reports, 45
 

telephone service information, 44–45
 

Federal Deposit Insurance Corporation
 

Consumer Response Center, 13
 

contact information, 106
 

Division of Depositor and Consumer Protection, 106
 

emergency preparedness, 60
 

financial privacy and, 39–40
 

regulatory authority, 7
 

Federal Emergency Management Agency, 60, 101
 

Federal Housing Administration
 

contact information, 102
 

mortgage loans, 28
 

Federal Maritime Commission, 106
 

Federal Motor Carrier Safety Administration, 51, 104
 

Federal Relay Services, 60
 

Federal Reserve Consumer Help, 106
 

Federal Reserve System
 

contact information, 106
 

credit card information, 13
 

regulatory authority, 7
 

Federal Student Aid Information Center, 18, 97
 

Federal Trade Commission
 

banking fraud reporting, 7
 

Bureau of Consumer Protection, 107
 

contact information, 107
 

credit and consumer rights publications, 13
 

e-payments, 46
 

fraud reporting, 59
 

fraudulent employment opportunity advertisements,
 

20
 

Funeral Rule, 54
 

Green Guides, 23
 

identity theft reports, 39
 

Internet services and, 41, 42, 43–44
 

medical identity theft reporting, 25
 

“Mortgage Servicing: Making Sure Your Payments 


Count,” 28
 

shopping from home requirements, 3–4
 

telemarketing rules, 48–49
 

telephone services information, 44
 

3-Day Cooling-Off Rule, 4
 

Federal Work-Study Program, 18
 

Federation of State Medical Boards, 24
 

FedsHireVets, 61
 

Fee-for-service health insurance, 33
 

FEMA. See Federal Emergency Management Agency
 

FEMA Disaster Assistance, 101
 

Fertility clinics, 24
 

FHA. See Federal Housing Administration
 

FICO scores, 14
 

File sharing, online, 42
 

Financial aid. See Student financial aid
 

Financial brokers and advisors, 36
 

Financial Industry Regulatory Authority
 

contact information, 144
 

dispute resolution programs, 56
 

investment information, 35–36
 

Financial Planning Association, 144
 

Financial privacy, 39–40
 

FINRA. See Financial Industry Regulatory Authority
 

Firewalls, 38, 43, 44
 

Fish and Wildlife Service, 102
 

Fixed-rate mortgages, 27–28
 

Fleet and Family Support Programs, 61
 

Flexible spending accounts and, 33
 

Flood insurance, 34, 102
 

Flying. See Air travel
 

FMCSA. See Federal Motor Carrier Safety 


Administration
 

Food. See also Nutrition
 

healthy choices, 21
 

organic, 22
 

recall information website, 3
 

resources, 21
 

safety issues, 21
 

saving money on groceries, 21–22
 

Supplemental Nutrition Assistance Program, 7, 22
 

Food and Drug Administration
 

contact information, 100
 

food and nutrition information, 21
 

INDEX 

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INDEX 

prescription drug information, 26
 

recall information website, 3
 

reporting safety hazards to, 59
 

Food and Nutrition Services, 96
 

Food Information Hotline, 21
 

Food Marketing Institute, 144
 

Food Safety and Inspection Services, 21, 96
 

Foreclosure, 28–29, 30
 

401(k) plans, 37
 

Fraud. See also Identity theft
 

Caller ID spoofing, 45
 

credit repair, 14–15
 

employment agencies, 19–20
 

employment opportunity advertisements, 20
 

foreclosure rescue, 30
 

green marketing claims, 23
 

HHS-TIPS fraud hotline, 25, 98
 

home improvement contractors, 30
 

identifying, 3
 

insurance, 32
 

Internet, 43–44
 

investments, 36
 

Medicare, 25
 

mortgages, 30
 

postal related, 108
 

reporting, 39, 59
 

scholarships, 18
 

student financial aid, 18
 

telemarketing, 48–49
 

tips for avoiding, 1, 3
 

Free Application for Federal Student Aid, 18
 

Free-range animals, 22
 

FSAIC. See Federal Student Aid Information Center
 

FSAs. See Flexible spending accounts
 

FTC. See Federal Trade Commission
 

Fuel economy, 8
 

Funeral Consumers Alliance, 54, 110
 

Funeral Rule, 54
 

Funeral Service Consumer Assistance Program, 54
 

Funerals, 53–54. See also Wills
 

G 

Gateway City Agency, 51
 

General Services Administration
 

contact information, 107
 

telephone relay service, 60
 

Geofencing, 46
 

GetNetWise, 43
 

Gold investments, 37
 

Government agencies. See also specific agencies
 

directory of, 96–108
 

federal job announcements, 19
 

federal student aid, 18–19
 

recall information website, 3
 

Government benefits payments, 7
 

GPS service, 46
 

Grants, education, 18
 

Grass-fed animals, 22
 

Green Guides, 23
 

Green marketing claims, 23
 

Grocery buying tips, 21–22
 

Grocery Manufacturers Association, 144
 

Group coupons, 4
 

Group health insurance, 33
 

GSA. See General Services Administration
 

H 

Hackers, 41
 

Hazardous waste disposal, 23
 

Health care
 

advance medical directives, 26–27
 

complaints concerning, 24
 

Do Not Resuscitate orders, 27
 

doctor selection, 24
 

durable power of attorney, 27
 

elder care, 25
 

filing complaints, 24
 

health care facility selection, 24–25
 

information resources, 24
 

medical identity theft, 25
 

medical privacy, 40
 

Medicare fraud, 25
 

Medicare prescription drug coverage, 26
 

prescription drugs, 25–26
 

reporting safety hazards, 59
 

where to go for medical care, 26
 

Health care facilities selection, 24–25
 

Health care professionals selection, 24
 

Health insurance. See also Long-term care insurance; 


Medicaid; Medicare
 

Affordable Care Act, 24, 32–33
 

catastrophic, 35
 

flexible spending accounts and, 33
 

group policies, 33
 

international plans, 35
 

major provisions, 32–33
 

questions to ask about, 33
 

types of plans, 33
 

Health Insurance Portability and Accountability Act, 40
 

Health Maintenance Organizations, 33
 

Health records privacy, 40
 

Health Resources and Services Administration, 98
 

HealthCare.gov, 24
 

HealthFinder.gov, 24
 

Hearing loss. See Deaf or hard of hearing persons
 

HHS. See U.S. Department of Health and Human 


Services
 

HHS-TIPS fraud hotline, 25, 98
 

Higher education. See Colleges and universities; 


Student financial aid 

HIPAA. See Health Insurance Portability and 

Accountability Act
 

HIV/AIDS Prevention, 100
 

HMOs. See Health Maintenance Organizations
 

Home Affordable Foreclosure Alternatives Program, 29
 

Home equity loans, 16–17
 

Home improvement contractors, 29–30
 

Home inspections, 27
 

Home shopping. See Shopping from home
 

Homeowner’s association fees, 27
 

Homeowner’s insurance, 31, 33–34
 

Homes. See Housing
 

Hotels. See Travel
 

Hotlines
 

Auto Safety Hotline, 66
 

Call for Action consumer hotlines, 56
 

Earth 911, 23
 

Food Information Hotline, 21
 

HHS-TIPS fraud hotline, 25, 98
 

Meat and Poultry Hotline, 21, 96
 

National Insurance Crime Bureau, 32
 

National STD Hotline, 99
 

Safe Drinking Water Hotline, 106
 

Vehicle Safety Hotline, 10
 

Household hazardous waste disposal, 23
 

Housing. See also Mortgages; U.S. Department of 


Housing and Urban Development
 

avoiding foreclosure, 28–29
 

buying a home, 27–28
 

counseling agencies, 27, 29
 

foreclosure rescue scams, 30
 

home equity loans, 16–17
 

home improvement, 29–30
 

home inspections, 27
 

homeowner’s insurance, 33–34
 

leasing properties, 30–31
 

moving companies, 29
 

renters’ insurance, 33–34
 

renting properties, 30–31
 

repairs, 29–30
 

rights of persons with disabilities, 60
 

short sales, 29
 

HUD. See U.S. Department of Housing and Urban 

Development 

I
 

i-SAFE, 43
 

Identity theft. See also Fraud; Privacy issues
 

child identity theft, 39
 

insurance for, 35
 

medical identity theft, 25
 

online purchases and, 43
 

prevention tips, 38
 

reporting, 39
 

stolen wallets and, 39
 

tax identity theft, 40
 

Identity Theft Affidavit, 40
 

IIHS. See Insurance Institute for Highway Safety
 

Income-Based Repayment Plan, 18–19
 

Index funds, 37
 

Individual retirement accounts, 37
 

Indoor Environments Division, 105
 

Information resources, 59–62
 

Installment loans, 17
 

Insurance
 

auto, 32
 

catastrophic health care, 35
 

for children, 33
 

complaints, 31
 

considerations when buying, 31–32
 

definition of terms, 32
 

dental, 34–35
 

disability, 32
 

flood, 34, 102
 

health, 32–33
 

health car plans, 33
 

home improvement contractors, 29
 

homeowner’s, 31, 33–34
 

identity theft, 35
 

information sources, 31
 

international health care, 35
 

liability, 35
 

life, 34
 

long-term care, 34
 

moving companies, 29
 

private mortgage insurance, 28
 

renters’, 31, 33–34
 

state insurance regulators, 130–133
 

travel, 34
 

umbrella policies, 35
 

vision, 34–35
 

Insurance Information Institute, 31, 144
 

Insurance Institute for Highway Safety, 9
 

Interest-only mortgages, 28
 

Interest rates. See also Loans
 

credit cards, 12, 13
 

mortgages, 27
 

savings and checking accounts, 6
 

Internal Revenue Service
 

contact information, 105
 

Identity Theft Affidavit, 40
 

International Association of Movers, 144
 

150 www.USA.gov 
1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 151

INDEX

International Cemetery, Cremation and Funeral 

Association, 145

International health care insurance, 35

International Organization for Standardization, 15

Internet. See also Shopping from home; 

Telecommunications; specific Websites

bundling services, 44

business opportunities, 20

cookies, 42

copyright issues, 42

file sharing, 42

firewalls, 38, 44

fraud issues, 43–44, 59

investing online, 36

online auctions and sellers, 4–5

online coupons, 4

online pharmacies, 26

online privacy, 40

password security, 38, 40, 41, 42

privacy protection, 38

protecting children, 41, 43

routers, 41–42

scareware, 42

security alerts, 42

service provider selection, 41

shopping online, 4

smart phones, 46–47

social media wills, 53

social networking, 43

spam, 44

spyware, 40

ticket buying, 43

TV service, 47

wireless, 41–42

Internet Crime Complaint Center, 44, 59

Internet Service Provider, 41

Interstate Land Sales Division, 102

Investments

commodities, 37

considerations when investing, 35–36

financial brokers and advisors, 36

fraud, 36

gold, 37

information sources, 38

online trading, 36

Reparations Program, 36

retirement planning, 37–38

state securities administrators, 134–137

state securities regulators, 36

types of (table), 37

Investopedia, 38

Investor Education and Advocacy, Office of, 108

Investor Information Service, 35

Investor’s Clearinghouse, 38

IRAs. See Individual retirement accounts

IRS. See Internal Revenue Service

ISP. See Internet Service Provider

J

Job Corps, 103

Jobs. See Employment

John Warner National Defense Authorization Act, 61

Joint Commission, 25, 145

Jump$tart Coalition for Personal Financial Literacy, 

110

K

Kelley Blue Book, 8

Kids in Danger, 110

Kiplinger’s Personal Finance, 36

L

Land sales, 102

Landlords, 30–31

Lawyer Referral Service, 58

Lawyers

bankruptcy filing, 16

filing complaints and, 58

free legal help, 58

initial consultation, 58

selection criteria, 58

small claims court and, 56

wills and, 53

LeadingAge, 25, 145

Lease-back scams, 30

Leases

cars, 10

housing property, 30–31

Legal Aid offices, 58

Legal Services Corporation offices, 58

“Lemon” laws, 10–11

Liability insurance, 35

Libraries

blind and physically handicapped persons, 60

public library website, 59

Licensing agencies, 56

Life insurance, 34

LinkedIn, 43

Living wills, 26–27

Loans. See also Credit; Debt; Mortgages

car loans, 10

car title loans, 61

home equity loans, 16–17

installment, 17

payday, 61

payday loans, 17

peer-to-peer lending, 16

predatory lending restrictions, 61

student loans, 17–19

tax refund loans, 17, 61

Long-distance service. See Telephone services

Long-term care insurance, 34

Long-term disability insurance, 32

M

Mail Preference Service, 48

Making Home Affordable Program, 29

Manufactured Housing Programs, Office of, 102

Marine Corps Community Services, 61

Market Data Center, 36

Market-linked CDs, 37

Mayo Clinic, 24

MCCS. See Marine Corps Community Services

Meat and Poultry Hotline, 21, 96

Media

consumer complaint resolution, 56

Mediation, 56

Medicaid

Centers for Medicare and Medicaid Services, 26, 

33, 100

coverage, 32

groups covered, 33

Medical device safety, 59

Medical directives, 26–27

Medical identity theft, 25

Medical Library Association, 24

Medicare

Centers for Medicare and Medicaid Services, 26, 

33, 100

coverage gap, 26

fraud, 25

groups covered, 33

nursing home facilities, 25

prescription drug coverage, 26, 32

Medicare Rights Center, 110

Medicare Service Center, 100

Medicine. See Prescription drugs

MedlinePlus, 21, 24

Mental health services, 24

Military HOMEFRONT, 61–62

Military OneSource, 62

Military personnel. See also U.S. Department of 

Defense; Veterans

BBB Military Line, 62

cemeteries for veterans, 54

Consumer Financial Protection Bureau resources, 

62

Family Centers, 60

family support organizations, 60–62

predatory lending restrictions, 61

Military Sentinel, 62

Mobile payments, 46

Money, 36

Money market funds, 37

Moody’s Investors Services

corporate financial condition ratings, 36

insurance company ratings, 31

Mortgage Bankers Association of America, 28, 145

“Mortgage Servicing: Making Sure Your Payments 

Count,” 28

Mortgages. See also Home equity loans; Housing; 

Loans

adjustable-rate, 27–28

avoiding foreclosure, 28–29

balloon, 28

choosing a lender, 27

deed-in-lieu of foreclosure, 29

down payments, 28

fixed-rate, 27–28

interest-only, 28

interest rates, 27

Making Home Affordable Program, 29

private mortgage insurance, 28

refinancing, 29

reverse, 28

scams involving, 30

transfers, 28

types of (table), 28

underwater/upside-down mortgages, 27

Motorist Assurance Program, 66

Moving companies, 29

Multi-level marketing plans, 20

Music downloads, 42

Mutual Fund Expense Analyzer, 36

Mutual funds, 37

MyArmyLifeToo, 61

MyMoney, 38

Mystery Shopping Providers Association, 145

N

NADA. See National Automobile Dealers Association

NADA Official Used Car Guide, 8

NASFAA. See National Association of Student Financial 

Aid Administrators

National Association of Attorneys General, 145

National Association of Boards of Pharmacy, 26

National Association of Home Builders, 145

National Association of Insurance Commissioners, 31, 

145

National Association of Professional Insurance Agents, 

145

INDEX
152 www.USA.gov

INDEX

National Association of Realtors, 145

National Association of Student Financial Aid 

Administrators, 18–19

National Automobile Dealers Association, 8

National Cancer Institute, 100

National Cemetery Administration, 105

National Center for Dispute Settlement, 66

National Center for Missing and Exploited Children, 43

National Committee for Quality Assurance, 33

National Community Reinvestment Coalition, 110

National Consumer Law Center, 110

National consumer organizations, 109–111

National Consumer Protection Technical Resource 

Center, 110

National Consumers League, 45, 110

National Contact Center, 103

National Council on Disability, 60, 107

National Council on the Aging, 110

National Credit Union Administration

contact information, 107

regulatory authority, 7

National Crime Prevention Council, 43

National Cyber Security Alliance, 43

National Disability Rights Network, 60

National Flood Insurance Program, 34, 102

National Foundation for Credit Counseling, 15, 145

National Funeral Directors Association, 145

National Futures Association, 36, 37, 146

National Health Information Center, 98

National Highway Traffic Safety Administration

car safety information, 9

car service bulletin database, 10

contact information, 104

recall information website, 3

reporting safety hazards to, 59

National Institute for Automotive Service Excellence, 

146

National Institute of Allergy and Infectious Diseases, 

101

National Institute of Food and Agriculture, 59, 96

National Institute of Mental Health, 24, 101

National Institutes of Health, 100

National Insurance Crime Bureau

hotline, 32

used car information, 9

National Legal Aid and Defender Association, 58

National Library Service for the Blind and Physically 

Handicapped, 60

National Motor Vehicle Title Information System, 9

National Park Service, 102

National Passport Information Center, 104

National Pesticide Information Center, 106

National Resource Directory, 62

National Runaway Switchboard, 99

National Service Center for Environmental Publications, 

106

National STD Hotline, 99

Natural disasters. See Emergency preparedness

Natural food, 22

NCD. See National Council on Disability

NCUA. See National Credit Union Administration

Neighborworks America, 28

Network Branded Prepaid Card Association, 146

NFCC. See National Foundation for Credit Counseling

NHTSA. See National Highway Traffic Safety 

Administration

NIFA. See National Institute of Food and Agriculture

NIH. See National Institutes of Health

NIMH. See National Institute of Mental Health

North American Consumer Protection Investigators, 146

North American Securities Administrators Association, 

36, 146

Nursing Home Compare, 25

Nursing homes

long-term care insurance and, 34

selection of, 25

Nutrition. See also Food

dietary guidelines, 21

resources, 21, 96, 100

O

Occupational Outlook Handbook, 18

Occupational Safety and Health Administration, 103

Office for Civil Rights, 40, 97, 98

Office of Aviation Consumer Protection and 

Enforcement, 50

Office of Child Support Enforcement, 99

Office of Consumer Affairs and Dispute Resolution 

Services, 106

Office of Disability Employment Policy, 103

Office of External Affairs, 108

Office of Fair Housing and Equal Opportunity, 27, 102

Office of Investor Education and Advocacy, 108

Office of Manufactured Housing Programs, 102

Office of Personnel Management, 107

Office of Pollution Prevention and Toxics, 106

Office of Postsecondary Education, 97

Office of Public Inquiries, 108

Office of Service Member Affairs, 62

Office of Special Education and Rehabilitative 

Services, 97

Office of the Comptroller of the Currency

contact information, 105

regulatory authority, 7

Office of Vocational and Adult Education, 98

Online operations. See Internet

OPM. See Office of Personnel Management

Organic foods, 22

OSHA. See Occupational Safety and Health 

Administration

Overdrafts, 6

Overseas Citizens Services, 104

P

Partnership for Food Safety Education, 21

Passport Services Office, 51

Passports, 51, 104

Password security, 38, 40, 41, 42, 43

Patents

information sources, 97

online copyright issues, 42

Pay-as-you-go telephone plans, 47

Payday loans, 17, 61

PBGC. See Pension Benefit Guaranty Corporation

Peer-to-peer lending, 16

Pension Benefit Guaranty Corporation, 108

Pensions, 37

Personnel Management, Office of, 107

Persons with disabilities. See Disabilities, persons with

Phishing scams, 7

Phones. See Telephone services

Physician selection, 24

Piggybacking, 41

PIN numbers

ATM/debit cards, 5

protecting, 38

Pinterest, 43

PMI. See Private mortgage insurance

Pollution Prevention and Toxics, Office of, 106

Postsecondary Education, Office of, 97

Powers of attorney, health care, 27

P2P lending. See Peer-to-peer lending

PPOs. See Preferred Provider Organizations

Pre-paid tuition plans, 17

Pre-recorded sales calls, 48

Predatory lending, 61

Preferred Provider Organizations, 33

Prepaid cards, 7

Prescription drugs

considerations, 25–26

information concerning, 26

Medicare coverage, 26, 32

online pharmacies, 26

reporting safety hazards, 59

Primary care providers, 26

Privacy issues. See also Identity theft

financial privacy, 39–40

medical privacy, 40

online privacy, 40

password security, 40

privacy protection tips, 38, 39

protecting children online, 41, 43

social networking sites, 43

Privacy Rule, 40

Private mortgage insurance, 28

Probate, 53

Product safety recalls, 3

Professional associations contact information, 

142–146

Public Affairs, 98

Public Health Service, 54

Public Inquiries, Office of, 108

Public Service Loan Forgiveness Program, 18–19

Purchases. See Consumers

R

Real estate agents, 27

Recalls

cars, 10–11

foods, 21

product safety recalls, 3

Recycling products, 23

Red Cross, 60

Refinancing mortgages, 29, 30

Register of Corporations Directors and Executives, 72

Relay services, 60

Rent-to-buy scams, 30

Renters’ insurance, 31

Renting property

cars, 11

eviction notices, 31

housing property, 30–31

insurance, 31

leases, 30–31

security deposits, 31

tips for renters, 31

Repairs

cars, 11

housing, 29–30

Reparations Program, 36

Repossession of cars, 11

Retirement planning, 37–38

Reusing products, 23

Reverse mortgages, 28

Robocalls, 48
1-800-FED-INFO (800-333-4636) 2013 Consumer Action Handbook 153

INDEX

Roth IRAs, 37

Runaways Switchboard, 99

S

Safe Drinking Water Hotline, 106

Safety issues

cars, 9, 10

food, 21

product safety recalls, 3

reporting safety hazards, 59

travel, 51

Sales calls, 48–49

SAMHSA. See Substance Abuse and Mental Health 

Services Administration

Satellite TV service, 47

Savings accounts

considerations in choosing, 6

retirement planning and, 37

Savings bonds, 35

SBA. See Small Business Administration

Scams. See Fraud

Scareware, 42

Scholarships, 18. See also Student financial aid

Seafood Inspection Program, 97

SEC. See Securities and Exchange Commission

Securities administrators, 134–137

Securities and Exchange Commission

complaints against financial brokers and advisors, 

36

contact information, 108

investment information, 35, 36

Office of Investor Education and Advocacy, 108

retirement planning information, 38

Security deposits, 31

Sellers, contacting, 55

Service contracts, 2

Service Member Affairs, Office of, 62

Shopping from home

“Before You Buy” checklist, 2

consumer tips, 3–4

online auctions and sellers, 4–5

online shopping, 4

3-Day Cooling-Off Rule, 4

Short sales, 29

Short-term disability insurance, 32

Slamming

telephone service and, 45

Small Business Administration, 108

Small claims court, 56, 58

Smart Money, 36

Smart phones, 46–47

SmartWay Certified Vehicles, 23

SNAP. See Supplemental Nutrition Assistance Program

SOCAP. See Society of Consumer Affairs Professionals 

International

Social lending, 16

Social media wills, 53

Social networking, 43

Social Security

benefits payment, 7

identity theft and, 38

retirement planning and, 37

Social Security Administration

contact information, 108

Office of Public Inquiries, 108

retirement planning information, 38

Social Security Numbers

identity theft and, 40

Society of Consumer Affairs Professionals 

International, 63, 146

Software. See also Internet

anti-virus, 42–43

copyright issues, 42

spam-blocking, 44

Spam, e-mail, 44

Special Education and Rehabilitative Services, 

Office of, 97

Spyware, 40

SSA. See Social Security Administration

Standard & Poor’s

corporate financial condition ratings, 36

insurance company ratings, 31

Register of Corporations Directors and Executives, 

72

Standard Directory of Advertisers, 72

States

banking authorities, 7, 126–129

Better Business Bureaus state-by-state listing and 

contact information, 67–71

consumer protection offices, 55, 112–125

insurance coverage, 33

insurance regulators, 130–133

licensing agencies, 56

medical boards, 24

motor vehicle departments, 8

regulatory agencies, 55

securities administrators, 134–137

securities regulators, 36

student financial aid, 17

telephone relay services, 60

unemployment benefits, 21

utilities commissions, 138–141

Stocks, 37

Student Aid Report, 18

Student financial aid

applying for, 18

college savings plans, 17

comparing loans, 19

defaulting on loans, 19

education tax benefits, 18

federal loan repayment, 18–19

Federal Student Aid Information Center, 18

financial aid scams, 18

pre-paid tuition plans, 17

types of, 18

Substance Abuse and Mental Health Services 

Administration, 24, 98

Suitcases. See Baggage

Supplemental Nutrition Assistance Program, 7, 22

Surplus Federal Property Sales, 107

T

Talent-Nelson Amendment, 61

Tax issues. See also Internal Revenue Service

education tax credits, 18

investments, 35

tax identity theft, 40

Tax refund loans, 17, 61

Teacher information sources, 60

Telecommunications. See also Internet

cell phones, 45–46

relay services, 60

smart phones, 46–47

telephone service, 44–45

television service, 47

Telemarketing

Do Not Call Registry, 48

opting out, 48

pre-recorded messages, 48

sales calls, 48–49

Telephone services

bundling services, 44

Caller ID spoofing, 45

cell phones, 45–46

comparing services, 44–45

cramming, 45

pay-as-you-go plans, 47

promotions, 44

questions to ask when choosing services, 44

relay services for persons with disabilities, 60

slamming, 45

smart phones, 46–47

special deals, 44

Television

bundling services, 44

buying new TVs, 47

cable, 47

Internet, 47

satellite, 47

Tenant rights, 30–31

Term life insurance, 34

Text telephones, 60

Third parties, contacting, 55–56

Thomas Register of American Manufacturers, 55, 72

3-Day Cooling-Off Rule

home improvements, 30

home shopping, 4

Tickets

online purchases, 43

Tire Industry Association, 146

Title loans, 61

Toll-free telephone numbers

complaint filing, 55

Do Not Call Registry, 48

Earth 911, 23

identity theft reporting, 39

Military OneSource, 62

National Runaway Switchboard, 99

relay services, 60

Securities and Exchange Commission, 35

U.S. Coast Guard, 61

Wounded Warrior Resource Center, 62

Toy Industry Association Inc., 146

Toy safety, 59

Trade and professional associations

complaint mediation, 56

contact information, 142–146

Trade Names Directory, 72

Trademarks

information sources, 97

Transportation Security Administration, 51, 101

TransUnion, 12, 14

Travel

air travel problems, 49–51

airline fees, 50

bus safety records, 51

cancellation policies, 49

health-related information, 51

insurance, 34

international travel, 51

passports, 51, 104

safety issues, 51

tips on, 49

Travel insurance, 34

Trustee Program, 16, 103

Truth in Lending Act, 17

TSA. See Transportation Security Administration

TTYs. See Text telephones

Twitter, 43

INDEX
154 www.USA.gov

INDEX

U

Umbrella insurance policies, 35

Underwater mortgages, 27

Unemployment, 21

Unemployment Insurance Program, 21

United States Mint

contact information, 105

investing information, 37

United States Patent and Trademark Office, 42, 97

United States Tour Operators Association, 146

Universal life insurance, 32

Unsolicited checks, 7

Unsolicited commercial e-mail, 44

Upside-down mortgages, 27

U.S. Citizenship and Immigration Services, 101

U.S. Coast Guard, 61

U.S. Customs and Border Protection, 101

U.S. Department of Agriculture

Agricultural Marketing Service, 23

Center for Nutrition Policy and Promotion, 21, 96

contact information, 96

food and nutrition information, 21

Food and Nutrition Services, 96

food safety information, 21

Meat and Poultry Hotline, 21, 96

National Institute of Food and Agriculture, 59, 96

organic food certification, 22

reporting safety hazards to, 59

U.S. Department of Commerce

contact information, 96

Patent and Trademarks Office, 42, 97

reporting food safety hazards to, 59

Seafood Inspection Program, 97

Weights and Measures Division, 97

U.S. Department of Defense. See also Military 

personnel; Veterans

National Resource Directory, 62

predatory lending restrictions, 61

U.S. Department of Education

contact information, 97

Education Publications Center, 97

federal student aid, 17, 18, 19

Federal Student Aid Information Center, 18, 97

information resources for persons with disabilities, 

60

Office for Civil Rights, 40, 97, 98

Office of Postsecondary Education, 97

Office of Special Education and Rehabilitative 

Services, 97

Office of Vocational and Adult Education, 98

U.S. Department of Energy

contact information, 98

Energy Efficiency and Renewable Energy, 98

Public Affairs office, 98

U.S. Department of Health and Human Services

Administration for Children and Families, 99

Administration on Aging, 25, 99

Center for Food Safety and Applied Nutrition 

Information Line, 100

Centers for Disease Control and Prevention, 21, 25, 

51, 99

Centers for Medicare and Medicaid Services, 2, 

33, 100

Child Welfare Information Gateway, 99

contact information, 98

Eldercare Locator, 25, 99

Food and Drug Administration, 3, 21, 26, 100

food safety information, 21

HHS-TIPS fraud hotline, 25, 99

medical privacy information, 40

Medicare fraud reporting, 25

National Health Information Center, 98

National Institute of Allergy and Infectious Diseases, 

101

National Institute of Mental Health, 24, 101

National Runaway Switchboard, 99

Nursing Home Compare, 25

Office for Civil Rights, 40, 97, 98

Office of Child Support Enforcement, 99

U.S. Department of Homeland Security

computer threat alerts, 44

contact information, 101

U.S. Department of Housing and Urban Development

contact information, 102

Department of Housing, 102

Eldercare Locator, 25

Fair Housing and Equal Opportunity, 27, 102

Federal Housing Administration, 28, 102

housing counseling agencies, 27, 29

information resources for persons with disabilities, 

60

Office of Fair Housing and Equal Opportunity, 27

Office of Manufactured Housing Programs, 102

U.S. Department of Justice

contact information, 103

online copyright issues, 42

Trustee Program, 16, 113

U.S. Department of Labor

contact information, 103

Employee Benefits Security Administration, 103

Job Corps, 103

National Contact Center, 103

National Resource Directory, 62

Occupational Outlook Handbook, 18

Occupational Safety and Health Administration, 103

Office of Disability Employment Policy, 103

retirement planning information, 38

Veteran’s Employment and Training Service, 103

U.S. Department of State

contact information, 104

U.S. Department of the Interior

contact information, 102

Fish and Wildlife Service, 102

National Park Service, 102

U.S. Department of the Treasury

Bureau of the Public Debt, 104

contact information, 104

Internal Revenue Service, 40, 105

Office of the Comptroller of the Currency, 7, 105

U.S. Mint, 37, 105

U.S. Department of Transportation

airline fees regulations, 50

Auto Safety Hotline, 66

Aviation Consumer Protection Division, 104

contact information, 104

Federal Aviation Administration, 50, 104

Federal Emergency Management Agency, 60, 101

Federal Motor Carrier Safety Administration, 51, 

104

National Flood Insurance Program, 34, 102

National Highway Traffic Safety Administration, 3, 9, 

10, 59, 104

Transportation Security Administration, 51, 101

travel safety information, 51

U.S. Citizenship and Immigration Services, 101

U.S. Customs and Border Protection, 101

Vehicle Safety Hotline, 10

U.S. Department of Veterans Affairs

cemeteries for veterans, 54

contact information, 105

mortgage loans, 28

National Cemetery Administration, 105

National Resource Directory, 62

Veterans Benefits Administration, 105

Veterans Health Administration, 33, 105

U.S. Military Family Centers, 60

U.S. Postal Inspection Service, 108

U.S. Postal Service

contact information, 108

reporting mail fraud to, 59

unwanted mail, 48

U.S. Savings Bonds, 35

U.S. Trustee Program, 16, 103

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, 8–9

USPS. See U.S. Postal Service

Utilities

billing, 52

starting service, 52

state utilities commissions, 138–141

V

VA. See U.S. Department of Veterans Affairs

Vacations. See Travel

Vehicle Safety Hotline, 10

Vehicle title loans, 61

Vehicles. See Cars

Veterans. See also Military personnel; U.S. Department 

of Veterans Affairs

cemeteries for, 54

Veterans Administration. See U.S. Department of 

Veterans Affairs

Veterans Benefits Administration, 105

Veteran’s Employment and Training Service, 103

Veterans Health Administration

contact information, 105

insurance coverage, 33

VHA. See Veterans Health Administration

Visa Services, 104

Vision insurance, 34–35

Vocational and Adult Education, Office of, 98

W

Warranties

secret warranties for cars, 10–11

Water

Safe Drinking Water Hotline, 106

WaterSense program, 23

WaterSense program, 23

Websites. See Internet; specific organizations and 

government agencies

Weights and Measures Division, 97

Whole life insurance, 32

Wi-Fi. See Wireless Internet

Wills. See also Funerals

considerations when writing, 53

executor selection, 53

importance of, 52

social media wills, 53

Wired Safety, 43

Wireless Internet, 41–42

Work-at-home companies, 20

Work-study programs, 18

Worth, 36

Wounded Warrior Resource Center, 62

WWRC. See Wounded Warrior Resource Center
Single copies of the current Consumer Action Handbook are 

available by writing Handbook, Federal Citizen Information 

Center, Pueblo, CO 81009. The Handbook can also be viewed 

and ordered online at USA.gov/consumer. 

The 2013 Consumer Action Handbook will be current through 

summer 2014. To place your name on a mailing list to receive 

the 2013 Handbook, please mail your request to the address 

listed above. For regularly updated consumer information, 

visit the Consumer Action website at USA.gov/consumer. 

We need your help to keep the Handbook up-to-date. Please 

report any changes to Handbook Update, Office of Citizen 

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U.S. General Services Administration

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Federal Citizen Information Center

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www.USA.gov

January 2013