The Consumer Action Handbook, published by the 

United States General Services Administration, 

offers valuable advice to consumers. This handbook 

provides information about credit, insurance, travel, 

and other topics and helps individuals make wise 

decisions in today’s marketplace. I encourage all 

Americans to consider using this helpful guide.

Best wishes, 

The White House

Washington

September 29, 2006

GSA Administrator

U.S. General Services Administration

1800 F Street, NW

Washington, DC 20405-0002

www.gsa.gov

October 2006

I am pleased to introduce the 2007 edition of the Consumer Action Handbook, 

one of the most popular publications produced by the Federal government. 

 The Handbook covers the most important and common consumer issues and 

provides a directory for further resources. If you prefer to find information 

online, you can access the Handbook’s award-winning companion website 

at www.ConsumerAction.gov or in Spanish at www.consumidor.gov.

Check out www.USA.gov, the official web portal of the U.S. Government, for 

answers to all your government questions. If you need help finding your answer, 

click “Contact Us” at the bottom of the page. Our trained staff will send an 

e-mail response within two business days. You can also call 1-800-FED-INFO 

to speak to an information agent, or write to Catalog, Pueblo, CO 81009 for a list 

of free and low-cost government publications on a variety of consumer topics.

These efforts are all part of GSA’s on-going effort to simplify citizen access 

to Federal information and services. GSA is working hard to provide you with 

timely, accurate and trustworthy help.

Cordially,

Lurita Doan

United States General Services Administration

Federal Citizen Information Center

2007

Consumer

Action

Handbook
Contributors

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

make possible the publication of the 2007 Consumer Action Handbook

Consumer Product Safety Commission

The Honorable Nancy A. Nord

Chairman

Department of Agriculture

The Cooperative State Research, 

Education, and Extension Service

Colien Hefferan

Administrator

Department of Defense

The Honorable Donald H. Rumsfeld

Secretary

Department of Veterans Affairs

The Honorable R. James Nicholson

Secretary

Federal Deposit Insurance Corporation

The Honorable Sheila C. Bair

Chairman

Federal Trade Commission

The Honorable Deborah Platt Majoras

Chairman

General Services Administration

The Honorable Lurita Alexis Doan

Administrator

Securities and Exchange Commission

The Honorable Christopher Cox

Chairman

American Association of Homes and 

Services for the Aging

AARP

American Financial Services 

Association Education Foundation

American Express

Bridgestone/Firestone LLC

Campbell Soup Company

Carfax

The Colgate-Palmolive Company

Consumer Electronics Association

The Dannon Company

Dell Inc.

Direct Marketing Association

Frito-Lay

Johnson & Johnson

Kellogg Company

Levi Strauss & Company

MetLife

Michelin North America, Inc.

Microsoft

National Association of Consumer 

Agency Administrators

National Futures Association

Nike, Inc.

Procter & Gamble

SOCAP International (Society of 

Consumer Affairs Professionals)

Sprint Nextel

Subaru of America, Inc.

Verizon

Visa

Wells Fargo & Company
Table of Contents

Quick consumer tips . . . . . . . . . . . . . . . . . . . . . . . 1

Tips for Using This Handbook . . . . . . . . . . . . . 2

Part I – Be a Savvy Consumer................ 2 

General Buying Tips . . . . . . . . . . . . . . . . . . . . . . . . 2

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

Service Contracts & Extended Warranties . . . . . . . . . . . . . . . . . . 2

Product Safety Recalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

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

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

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

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

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

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

Unsolicited Checks And Credit Offers . . . . . . . . . . . . . . . . . . . . . . 6

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

Buying A New Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Buying A Used Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Dealer Versus Private Party Purchases . . . . . . . . . . . . . . . . . . . . . 8

Leasing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Recalls, Lemon Laws And Secret Warranties . . . . . . . . . . . . . . . . 9

Renting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Repairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Repossessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

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

Credit Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Credit Reports And Scores . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Dealing With Credit Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Loans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Education . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Choosing A School . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Financing Your Education . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Employment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Employment Agencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Work-At-Home Companies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Food And Nutrition . . . . . . . . . . . . . . . . . . . . . . . . 20

Healthy Food Choices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Food Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Weight Loss . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

HealthCare . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

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

Choosing A Healthcare Facility . . . . . . . . . . . . . . . . . . . . . . . . . . 22

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

Medicare Prescription Drug Coverage . . . . . . . . . . . . . . . . . . . . . 23

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

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

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

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

Renting/Leasing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

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

Auto Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

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

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

Healthcare Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Homeowner/Renter’s Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Life Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Long-Term Care Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

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

Internet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Choosing Service Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Copyright/Digital Ownership Of File Sharing . . . . . . . . . . . . . . . 31

Safer Computing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Online Auctions And Sellers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Spam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Investing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

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

Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

900 Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Cell Phones And Wireless Devices . . . . . . . . . . . . . . . . . . . . . . . 37

Protect Your Identity . . . . . . . . . . . . . . . . . . . . 38

Preventing Identity Loss . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Reporting Identity Theft . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Protect Your Privacy . . . . . . . . . . . . . . . . . . . . . 39

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

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

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

Shopping From Home . . . . . . . . . . . . . . . . . . . . . . . . 41

Your Rights: Shopping From Home . . . . . . . . . . . . . . . . . . . . . . . 41

3-Day Cooling-Off Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Telemarketing & Junk Mail . . . . . . . . . . . . . . . . 42

Do Not Call Registry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Pre-recorded Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Sales Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Vishing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Travel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Resolving Air Travel Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Passports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Travel Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

TV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Cable/Satellite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Digital Television (DTV) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Electricity And Natural Gas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Water . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Wills & Funerals . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Planning For The End Of Life . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Wills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Choose An Executor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Funerals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Part II – Filing A Complaint . . . . . . . . . . . . . . . . . 51

Contact The Seller . . . . . . . . . . . . . . . . . . . . . . . . . 51

Get Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Call For Action, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Dispute Resolution Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Small Claims Court . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Legal Help And Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Report Fraud & Safety Hazard . . . . . . . . . . . 54

Sample complaint letter . . . . . . . . . . . . . . . . . 55

Part III – Key Consumer Information 

RESources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

General Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

For Persons With Disabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 

For Military Personnel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

For Teachers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Part IV – Consumer Assistance 

Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

ii
As a savvy consumer, you should always be on the alert for shady deals and scams. To protect your 

money and avoid being a victim of fraud, keep these things in mind: 

 1. A deal that sounds too good to be true usually is! Offers that often fall into this category 

are promises to fix your credit problems (p. 13), low-interest credit cards (p. 11), deals that let 

you skip credit card payments (p. 13), business/job opportunities (p. 18), risk-free investments 

(p. 34), and free travel (p. 44).

 2. Extended warranties or service contracts are rarely worth what you pay for them.

See page 2 for questions you should ask before you say yes to one of these contracts.

 3. Say no to credit insurance offers. Often offered with credit cards, car loans and home 

mortgages, it is almost always better to purchase regular property, life, or disability insurance 

(p. 28).

 4. There is no universal three-day cooling-off period. Don’t be misled into thinking that you 

have an automatic three days to cancel a purchase. Only a few types of contracts give you a 

right to cancel. See 3-Day Cooling-Off Rule (p. 42).

 5. Think twice before sharing personal information. Protect your privacy and avoid 

unauthorized use of your personal information by following the advice on page 39.

 6. Beware of payday and tax refund loans. Interest rates on these loans are usually 

excessive. Even a high-interest cash advance on a credit card could be a better option. 

For more information on these costly credit options, see page 16.

 7. Not all plastic cards offer the same protections. Your liability for the unauthorized use 

of a gift card (prepaid cards p. 4) and debit/ATM card (p. 3) may be much higher than the 

$50 maximum on your credit card. 

 8. Real estate agents represent the seller, not the buyer. When buying, consider hiring an 

agent or lawyer who represents you (p. 23).

 9. Home improvement (p. 25) and auto repairs (p. 10) are the subject of frequent 

complaints. Second opinions are especially important when you are dealing with a 

repair service you do not know. 

10. Think twice before you rent-to-own. Interest rates on rent-to-own purchases can be 

very high. If you miss a payment, you could end up with nothing. Consider other options such 

as buying second-hand at a thrift shop or through ads in your local newspaper. 

11. Don’t buy under stress. Research suggests senior citizens, people in crisis (e.g., coping 

with a death or debt), college students, small business owners, minorities, and immigrants 

are especially at risk of being victimized. Avoid making big-ticket purchases during times 

of duress.

12. Be cautious of Buy Here, Pay Here lots. If you decide to buy a car from a used car lot, be 

sure to read all of the papers before you sign. Don’t sign contracts that allow the dealership 

to change the finance rate AFTER you leave the lot.

13. Work-at-Home ads usually don’t pay off. Be especially wary of ads that promise huge 

annual salaries; they often require expensive upfront fees with no guarantee. You risk losing 

your money and wasting a lot of time and energy.

Quick Consumer Tips

www.USA.gov www.pueblo.gsa.gov 


Before you spend another dollar, invest a few minutes 

reading this section of the Handbook, which brings 

together essential consumer information from federal 

agencies and various consumer organizations to help 

you make smart choices and avoid scams.

General Buying Tips

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. 

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

includes donating to charity. Do your research.

• Ask family, friends and others you trust for advice 

based on their experience. Gather information 

about both the seller and the item or service you are 

purchasing.

• Review product test results and other information 

from consumer experts. See General Resources 

in Part III (p. 56) or check the Handbook Index 

(p. 166) for more information.

• Get advice and price quotes from several sellers. 

• Make sure that the seller has all appropriate 

licenses. Doctors, lawyers, home improvement 

contractors and many other service providers 

must register with a state or local licensing 

agency (p. 127).

• Check out a company’s complaint record with your 

local consumer affairs office (p. 127) and Better 

Business Bureau (p. 65).

• Get a written copy of guarantees and warranties. 

Compare their features. 

• Get the seller’s refund, return and cancellation 

policies. 

• Ask who 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).

Service Contracts & Extended Warranties

Sellers of cars, major appliances and other expensive 

items may try to sell you a service contract or 

“extended warranty.” Service contracts can add 

hundreds to your purchase price and are rarely worth 

the cost. Some duplicate warranty coverage you get 

 To call or write an organization, use the directory (p. 60)

Part I – Be A Savvy Consumer

Part I —Be A Savvy Consumer

Read this section for general advice on 

shopping for goods and services, as well as 

an explanation of your consumer rights and 

responsibilities. Learn ways to spot scams 

and better arm yourself against fraud. The 

Table of Contents (p. ii) and the Index (p. 166) 

will help you quickly locate specific topics and 

information.

Part II —Filing A Complaint

Turn to this section for suggestions on 

resolving consumer problems. No matter 

which industry or service, the basic steps for 

resolving consumer complaints are the same. 

The sample complaint letter on page 55 will 

help you present your case.

Part III —Key Consumer Information

Resources

Look here for a list of public resources you can 

use to find useful consumer publications, tips, 

guides, reviews, links and services. You can 

quickly access a world of practical and helpful 

information. 

Part IV —Consumer Assistance

Directory

The directory includes contact information for 

corporate offices, consumer organizations, 

trade groups, government agencies and other 

sources of assistance.

Visit Us Online

A searchable version of this Handbook is 

available online at www.ConsumerAction.gov 

and in Spanish at www.consumidor.gov.

Tips For Using This Handbook
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 it will 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 might not have protection from 

common wear and tear. Some manufacturers 

do not honor contracts if you fail to follow their 

recommendations for routine maintenance.

Product Safety Recalls

Ready to buy a used vehicle or other second-hand 

product? Check to be sure it hasn’t been recalled for 

safety reasons. Some recalls ban the sale of an item 

while others ask consumers to return the item for 

replacement or repair. Sometimes a seller provides a 

part that reduces the danger of using the product.

Reference For Recalls

• www.Recalls.gov lists government-initiated 

recalls, which are gathered from federal 

agencies.

• www.pueblo.gsa.gov lists both government 

and industry-initiated recalls.

• www.nhsta.gov lists recalls and safety 

information on vehicles and equipment.

Identifying And Stopping Fraud

Fraud by telephone, Internet and mail is a serious 

international problem. Con artists can steal your 

money, your identity and even your self-respect. 

Protect yourself by looking for these warning signs:

• Someone asks you to send money to claim a 

lottery or prize or to obtain a credit or loan.

• Someone you don’t know requests that you send 

money via wire transfer, the most common way fraud 

criminals obtain money from victims. There is NO 

legitimate reason for someone who claims to be 

giving you money to ask you to wire money back.

• 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 period 

of time.

• The seller offers “free gifts” in return for a minimum 

effort or a fee.

• A “repair person” suddenly finds a dangerous defect 

in your car or home.

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

• A sale item is suddenly unavailable but a “much 

better item” is available for slightly more money. 

• Someone is trying to scare you into purchasing 

credit protection plans. 

• The solicitation looks like a government document 

and suggests you can claim contest winnings or 

unclaimed assets for a small fee. The government 

doesn’t solicit money from citizens.

• You are asked for your bank account or credit 

card number.

General Tips For Avoiding Fraud

1. Don’t give out personal information.

This includes your Social Security number, 

credit card and bank account details, date of 

birth, etc. 

2. Have a plan. Having a plan for terminating a 

potentially fraudulent interaction is one of the 

best ways to protect yourself. Develop a refusal 

script to politely get off the phone, such as, 

“I’m sorry. This is not a good time.“

The Best Way To Help Stop Fraud Is To Report It

If a scam artist has contacted you or if you’ve been 

defrauded, contact the FTC (p. 119). The FTC gathers 

evidence, identifies fraud trends and alerts law 

enforcement throughout the U.S., Canada and 

abroad. By reporting your experience, you can 

prevent others from becoming victims.

After You Buy

What you do after you buy can be as important as what 

you do before you buy. These steps will help you avoid, 

as well as deal with, any problems that might pop up.

• Save all the papers you get 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 will affect 

your warranty rights.

Banking

ATM/Debit Cards

With a debit card and personal identification number 

(PIN), you can use an Automated Teller Machine 

(ATM) to withdraw cash, make deposits, or transfer 

www.USA.gov www.pueblo.gsa.gov 

General Buying Tips • Banking
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. Some 

banks charge customers a fee for debit card purchases 

made with a PIN. 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 also 

does not give you the right to stop payment. You must 

resolve the problem with the seller. 

If you suspect your debit card has been lost or stolen, 

immediately call the card issuer. Many companies 

have toll-free numbers and a 24-hour service to deal 

with such emergencies. While federal law limits your 

liability for a lost or stolen credit card to $50, your 

liability for unauthorized use of your ATM or debit card 

can be much greater, depending on how quickly you 

report the loss. 

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

you are not responsible for any unauthorized 

withdrawals. 

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

within two business days after you realize your debit 

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

after two but before 60 days. 

• If you have not reported an unauthorized use of a 

debit or ATM card 60 days after your bank mails 

the statement documenting the unauthorized use, 

you could lose all the money in your bank account 

as well as the unused portion of your line of credit 

established for overdrafts.

Check the policies of your card issuer. Some offer 

more generous limits on a voluntary basis.

Prepaid Cards

Prepaid cards issued by banks and other governmentregulated organizations are a new way for consumers 

to make payments and conduct other financial 

transactions. There are plenty of situations where a 

prepaid card might be the most convenient choice, but 

be sure you understand the key terms and conditions 

BEFORE you buy. Ask these questions when you are 

considering a prepaid card:

• What are the possible fees associated with using 

the card?

• Where can the card be used (online, at ATMs, 

outside the U.S.)?

Tips For Buying Gift Cards

• Read the fine print before you buy. If you don’t 

like the terms and conditions, buy elsewhere. 

• Ask about expiration dates and fees. The 

information may appear on the card itself, the 

accompanying sleeve or envelope, or on the 

issuer’s website or another custom website. 

If you don’t see it, ask for it in writing. Give the 

information to the recipient to help protect the 

value of the card. It’s also a good idea to give the 

recipient the original receipt to verify the card’s 

purchase in case it is lost or stolen.

• Consider purchase fees. Is there a fee to buy 

or activate the card? If you buy the card online 

or on the phone, is there a fee for shipping and 

handling? Does expedited delivery cost more?

• Consider fees for the recipient. It might be 

embarrassing to give a $50 gift card to someone 

if the fees significantly reduce its value. 

• Check where and how the card may be used. 

For example, can the card be used to get cash 

from ATMs? Can it be used at merchants 

outside the U.S.?

Tips For Using Gift Cards

• Read the terms and conditions as soon as you 

get the card and check the expiration date. 

• Record the card’s ID number and the customer 

service telephone number, and keep the 

information in a safe place until you’ve spent 

all of the money on the card.

• If you didn’t get the card’s terms and conditions 

or original receipt, ask for them from the person 

who gave you the card.

• Take care to safeguard your card. If it is lost or 

stolen, report it to the customer service number 

immediately, supply the ID number, and request 

a replacement.

• Spend the value on your card before the 

maintenance fees start. If your card expires 

before you’ve had the chance to exhaust its 

value, contact the customer service number. 

It might be possible to extend the date, although 

you may be charged a fee.

 To call or write an organization, use the directory (p. 60)

Banking
Reputable distributors of prepaid cards will give you 

the terms and conditions in writing or have them 

available on their website. If you don’t understand how 

your card works, ask for help where you purchased 

it, from your employer (if it’s a payroll card), or by 

contacting the customer service number on the card. 

Payroll And General Purpose

Spending Cards

Payroll and General Purpose Spending Cards can 

be very useful for those who want to budget their 

money and for those who don’t have a checking 

account or credit card.

General Purpose Spending Cards, which may 

be purchased by consumers, typically charge 

a monthly maintenance fee and could charge 

additional fees for adding funds to the card and/or 

making purchases or getting cash.

Payroll Cards are similar to General Purpose 

Spending Cards except that they are provided 

by employers in place of paychecks. Payroll 

Cards typically allow a certain number of ATM 

withdrawals without charge to the cardholder and 

usually do not assess fees for purchases.

While the federal government does not guarantee 

the same protections for all prepaid cards, many 

“branded” cards voluntarily carry protections that are 

the same as credit and debit cards. Cards with a major 

credit card brand logo provide consumer protections, 

such as replacing lost or stolen cards and re-crediting 

money after unauthorized use of the card. 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 on the back of the card, so you can 

get a replacement if yours is lost or stolen. 

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

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

resolved, you may want to file a complaint with the 

proper authorities:

• For cards issued by retailers, contact the FTC 

(p. 119). You may also file a complaint with your local 

consumer protection office (p. 127)

• For cards issued by national banks, contact the 

Comptroller of the Currency (p. 116).

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, certificate of deposits and money 

market accounts are popular choices. Each has 

different rules and benefits that fit different needs. 

When choosing the one that is right for you, consider:

• Minimum deposit requirements. Some accounts 

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

your account goes below the minimum, no interest is 

paid or you are charged extra fees.

• Limits on withdrawals. Can you take money out 

whenever you want? Are there any penalties for 

doing so?

• Interest. How much (if anything) is paid and 

when: daily, monthly, quarterly, yearly? To 

compare rates offered locally to those from 

financial institutions around the nation, visit 

www.bankrate.com.

• Deposit insurance. Look for a sign that says your 

money is protected by the Federal Deposit Insurance 

Corporation (p. 118). Credit union accounts have 

similar protection from the National Credit Union 

Administration (p. 120).

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

take it out? Are there tellers or ATM machines close 

to where you work and live? Or would you receive 

most of your service via the telephone or Internet? 

Can you make direct deposits and other electronic 

transfers?

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. Are there a maximum number 

of checks you can write per month? If you write 

more, what is the charge?

• Amount of check. Is there a minimum or maximum 

amount for any one check?

• Account and check fees. Is there a monthly fee for 

the account or a charge for each check you write? 

Some accounts only charge a fee if you write more 

than a certain number of checks per month.

• Holds on checks. Is there a “hold” or waiting 

period before you can access the money you deposit 

in your account? There may be a longer hold period 

for out-of-state checks.

• 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. There could 

also be high fees for “bounced” checks (from you or 

written to you). Bounced checks can blemish

your credit record so it’s better to be covered.

Check 21

The new Check Clearing for the 21st Century Act 

(often referred to as Check 21) allows banks to clear 

checks electronically instead of exchanging actual 

paper checks. Banks no longer have to return original 

checks with your monthly statements or even when 

there is a problem with a particular check. Check 21 

www.USA.gov www.pueblo.gsa.gov 

Banking
Beware: Fake Check Scams

Fake checks, including cashiers checks, can look 

so real even bank tellers can be fooled. However, 

just because you can withdraw the money, doesn’t 

mean the check is good. Forgeries can take weeks 

to discover. YOU are responsible for the checks 

you deposit. If a check bounces, you owe the bank 

any money you withdrew. If someone wants to 

send you a check, insist on a cashier’s check for 

the exact amount, preferably from a local bank 

or one with a branch in your area. Never accept 

a check and then agree to send a portion of the 

money back to the sender. For information or to 

report a scam, visit www.fraud.org or call toll-free 

1-800-876-7060. For more details about identifying 

fraud, see page 3.

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. For tips on finding a safe vehicle, see 

Choose a Safe Vehicle (p. 7).

• Consider fuel economy. A vehicle that gets more 

miles per gallon is good for your wallet as well as 

for the environment.

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

your state or local consumer protection agency 

(p. 127) and Better Business Bureau (p. 65). If you’re 

buying from an individual, check the title to make 

sure you’re dealing with the vehicle 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.

 To call or write an organization, use the directory (p. 60)

creates “substitute checks” which you can use as 

legal representations of the originals. Ordinary check 

images, which some banks have provided for years, are 

NOT substitute checks. It has always been a good idea 

to get canceled checks with your monthly statement. 

Now you will want “substitute checks” each month.

Banks usually take at least a day or two to process 

paper checks, but electronic processing can happen 

almost immediately. This means you have less “float” 

time between when you write a check and when the 

money is actually taken out of your account. This 

could increase the chance that one of your checks 

will bounce due to insufficient funds. Having your 

employer deposit your paycheck directly into your 

account can help you cope with the change in “float” 

time. Quicker clearing also means less time to stop 

payment on a check.

Unsolicited Checks And Credit Offers

If you cash an unsolicited check you’ve received in 

the mail, you could be agreeing to pay for products 

or services you don’t want or need, such as Internet 

access or membership in a web directory. In 

addition, those “guarantees” for credit cards or 

loans, regardless of credit history, are probably a 

scam. Legitimate lenders never guarantee credit. For 

information on how to identify fraudulent solicitations, 

see page 3 or visit www.ftc.gov.

If You Have A Banking Problem

A number of federal, state and local agencies regulate financial institutions.

State chartered banks and trust 

companies that are members of the 

Federal Reserve System are covered 

by the Federal Reserve System (p. 119).

State chartered banks that are 

members of the Federal Reserve 

System are regulated by the Federal 

Deposit Insurance Corporation 

(p. 118).

State chartered banks are also 

regulated by state banking 

authorities (p. 143).

Banks with National in the name or 

N.A. after the name are regulated 

by the Comptroller of Currency, U.S. 

Department of the Treasury (p. 116).

Federal savings and loans and 

federal savings banks are regulated 

by the Office of Thrift Supervision, 

Department of the Treasury (p. 116).

Federally chartered credit unions 

are regulated by the National 

Credit Union Administration 

(p. 120).

Banking • Cars
• 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 for the best finance deal 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. 27).

Government Fuel Economy Web Pages

• Use the Green Vehicle Guide

www.epa.gov/emissweb, to find the vehicles 

that are most fuel-efficient and have the 

cleanest-running engines. 

• Go to www.fueleconomy.gov to compare the 

miles-per-gallon ratings of different vehicle 

models manufactured since the mid-1980s. 

• For annual fuel estimates, go to 

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

Buying A New Car

Research different vehicles. Many Internet sites can 

help you compare features and prices on new motor 

vehicles. Visit www.where-can-i-buy-a-car-online.com 

for links to these sites. A scorecard reports on the 

features of each site including whether quotes are free, 

the availability of financing, and site security. Four key 

resources that offer information in print and online 

concerning vehicle performance, service and safety 

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 if the manufacturer is offering rebates 

that will lower the cost. Two websites that offer 

this information are www.carsdirect.com and 

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

• Get price quotes from several dealers. Find out if 

the amounts quoted are the prices before or after 

rebates are deducted.

• Avoid high-profit, low-value extras such as 

credit insurance, extended warranties, auto club 

memberships, rust proofing and upholstery finishes. 

You do not have to purchase credit insurance in 

order to get a loan. See Service Contracts and 

Extended Warranties (p. 2) and Credit Insurance 

(p. 11).

Choose A Safe Vehicle

Crash tests can help you determine how well 

a vehicle will protect you in a crash. Here are 

different organizations that perform crash tests 

and rate vehicles:

• The National Highway Traffic Safety 

Administration (www.nhtsa.dot.gov). Each year, 

NHTSA 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 

(www.hwysafety.org). A different test by the 

IIHS uses offset-frontal car crashes to assess 

the protection provided by a vehicle’s structure.

• Consumers Union. Consumer Reports’ annual 

auto issue rates vehicles in terms of overall 

safety. Its safety score combines crash test 

results with a vehicle’s accident avoidance 

factors–emergency handling, braking, 

acceleration, and even driver comfort.

To find out whether a vehicle has been recalled 

for safety defects, contact NHTSA (p. 116). 

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.

Buying A Used Car

• Learn what rights you have when buying a used car. 

Contact your state or local consumer protection 

office (p. 127).

• Find out in advance what paperwork you will need to 

register a vehicle. Contact your state’s motor vehicle 

department. 

• Check prices of similar models using the NADA 

Official Used Car Guide (www.nadaguides.com) 

published by the National Automobile Dealer 

Association (p. 64) or the Kelley Blue Book

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

available at local libraries.

www.USA.gov www.pueblo.gsa.gov 

Cars

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. 

The vehicle identification number (VIN) will help 

you do this.

• Your state motor vehicle department can research 

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

“rebuilt,” or similar notations. 

• The websites www.carfax.com and 

www.autocheck.com sell information on 

the history of vehicles gathered from state 

motor vehicle departments and other sources. 

These reports are helpful but they do not guarantee 

that a vehicle is accident-free. 

• The National Highway Traffic Safety Administration 

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

vehicles and will let you search an online database 

of manufacturer service bulletins.

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

provides information on safety defects, recalls, 

and lemons, as well as service bulletins.

• Visit www.safetyforum.com for a free online 

search of its database of lemons registered 

by previous owners.

• 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 the car inspected by your mechanic. Talk to 

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

the examination if the car passes inspection, and 

that 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.

Beware: Curb Stoning & 

Title Washing

Curb stoning occurs when a dealer has an 

inferior or damaged car he can’t sell on his lot. 

He gives the car to a salesperson to sell through 

the classifieds, as if it were a private party sale. 

A title history report will show that the title 

recently changed hands and could reveal that 

it is a lemon or an otherwise branded car. Be 

suspicious if the seller’s name is different from 

the name on the title. 

Title washing occurs when scam artists try to 

sell a salvage vehicle by concealing its history of 

damage from a buyer. Although a vehicle’s title 

should show if it has been damaged or salvaged, 

some states do not document titles in the same 

way as other states. By moving a vehicle and its 

title through several different states, con artists 

try to “wash” out the title branding of salvage 

or damage. The best way to avoid this trick is to 

buy only from reputable dealers and/or to get a 

title guarantee in writing.

Dealer Versus Private Party Purchases

In general, buying from a dealer is a safer option 

because you are dealing with an institution, which 

means you are better protected by law. The Federal 

Trade Commission 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” 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 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 car. 

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 “powertrain” warranties only, and 

not “bumper-to-bumper” full-coverage warranties. It’s 

best to compare warranties from multiple sources.

Some dealers provide “certified” cars. This generally 

means that the cars have had a more thorough 

inspection and come with a limited warranty. Prices 

for certified cars are generally higher. Be sure to get a 

list of what was inspected and what is covered under 

the warranty.

 To call or write an organization, use the directory (p. 60)

Cars
Purchasing a car from a private seller could save you 

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

damaged or still under a finance agreement. If a private 

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

may sue the individual if you have evidence and you 

can find him. An individual is very unlikely to give a 

written warranty.

Beware: Dealers Posing As Individuals

Some dealers pretend to be private sellers to 

avoid legal obligations and to sell problematic 

cars to unsuspecting buyers. Be wary: If an ad 

gives only a mobile number or specifies a time to 

call; if the same number appears in several ads; 

or the seller wants to bring the car to you or meet 

you somewhere.

Leasing

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

vehicle. Monthly lease payments may be lower than 

loan payments, but at the end of the lease you have no 

ownership or equity in the car. To get the best deal, 

follow the advice below in addition to the general 

suggestions for buying a car (p. 6).

• To help you compare leasing versus owning, the 

Consumer Leasing Act requires leasing companies 

to give you information on monthly payments and 

other charges. Check out www.leaseguide.com, 

www.leasecompare.com and www.leasesource.com 

for online information on leases including current 

lease deals.

• Consider using an independent agent rather 

than the dealer. You might find a better deal. 

Most financial institutions that offer auto financing 

also offer leasing options.

• Ask for details on wear and tear standards. Dings 

that you regard as normal wear and tear could be 

billed as significant damage at the end of your lease.

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

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

Expect a charge of 10 to 25 cents for each 

additional mile.

• Check the manufacturer’s warranty. It should cover 

the entire lease term and the number of miles you are 

likely to drive.

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

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

for doing so. 

• Ask what happens if the car is involved in an 

accident.

• Get all the terms in writing. Everything included 

with the car should be listed on the lease to avoid 

being charged for “missing” equipment later.

The Federal Reserve Board of Governors 

offers a consumer guide to auto leasing at 

www.federalreserve.gov/pubs/leasing/.

Recalls, Lemon Laws And Secret Warranties

Sometimes a manufacturer makes a design or 

production mistake on a motor vehicle. If dealers 

report a number of complaints about a certain part or 

vehicle, the manufacturer may allow dealers to repair 

the problem at no cost to you even if the warranty has 

expired. 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 (p. 116) 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. Hazards that aren’t listed should be 

reported to your dealer, the manufacturer of the vehicle 

(p. 61), and NHTSA. If a safety-related defect exists, 

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

warranty has expired.

Credit And Sublease Brokers

Con artists often prey on people who have bad 

credit and who cannot get car loans. “Credit 

brokers” promise to get a loan for you in exchange 

for a high fee. In many cases, the “broker” takes 

the fee and disappears. “Sublease brokers” 

charge a fee to arrange for you to “sublease” or 

“take over” someone else’s car lease or loan. 

Such deals usually violate the original loan or 

lease agreement. Your car can be repossessed 

even if you’ve made all of your payments. You 

also might have trouble insuring your car.

If you have a vehicle with a unique problem that just 

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

states have laws concerning lemons that require a 

refund or replacement if a problem is not fixed within 

a reasonable number of tries or 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. 127) to learn whether you have such protections 

and what steps you must take to solve your problem. 

If you believe your car is a lemon:

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

bring it in for repairs.

www.USA.gov www.pueblo.gsa.gov 

Cars

Cars
• 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. 61).

• Help other consumers avoid purchasing your lemon 

by registering it at www.safetyforum.com.

The Center for Auto Safety (p. 122) gathers 

information and complaints concerning safety defects, 

recalls, service bulletins and state lemon laws.

Renting

Federal law does not cover short-term car and truck 

rentals, but some state laws do. Contact your state 

or local consumer protection office (p. 127) for 

information or to file a complaint.

• Ask in advance if there are any charges besides the 

stated rental fee. There may be an airport surcharge 

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

mileage fees, taxes, additional-driver fees, underaged driver fees, and equipment rental fees 

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

• Ask if 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 might have insurance that covers 

damage to the vehicle if you are in an accident. You 

might also have coverage through your personal 

auto insurance, a motor club membership, or the 

credit card you used to reserve the rental.

• Carefully inspect the vehicle and its tires 

before renting.

• Check refueling policies and charges.

• Ask the rental company if a deposit is required. 

If so, ask for a clear explanation of the deposit 

refund procedures.

Repairs

Whenever you take a vehicle to the 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. 127) or Better 

Business Bureau (p. 65). 

• Describe the symptoms. Don’t try to diagnose 

the problem.

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

written estimate and you give your okay. Never sign a 

blank repair order. If the problem can’t be diagnosed 

on the spot, insist that the shop contact you for 

authorization once the trouble has been found.

• Ask the shop to keep the old parts for you.

• If a repair is covered under warranty, follow the 

warranty instructions.

• 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. 127). A complete 

consumer guide to auto repair is available at 

www.ftc.gov/bcp/conline/pubs/autos/autorpr.pdf. 

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 in 

order to get the repossessed vehicle back

• Can sell the vehicle at auction

• Might be able to sue you for the difference between 

the vehicle’s auction price and what you owe

• Cannot break into your home or physically threaten 

someone while taking the vehicle

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

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

the lender reach an agreement, be sure you get the 

agreement in writing. Contact your state or local 

consumer protection office (p. 127) to find out whether 

your state gives you any additional rights.

Credit

Like everything else you buy, credit has a price tag 

and it pays to comparison shop. With the Internet, you 

can now compare local credit offers with those from 

financial institutions around the nation. For up-to-date 

interest rate reports on mortgages, auto loans, credit 

cards, home equity loans, and other banking products 

visit www.bankrate.com. For a listing of credit cards, 

visit www.cardlocator.com.

10 To call or write an organization, use the directory (p. 60)

Cars • Credit
Beware: Credit Insurance

When you take out a loan for a big purchase, a 

salesperson may try to sell you credit insurance. 

Your credit card company may also encourage you 

to purchase credit insurance. The coverage may 

be promoted as a way for you to protect yourself 

if your property is damaged or lost. Other credit 

insurance offers promises to make loan payments 

if you are laid off, become disabled or die. It is 

almost always better to buy regular property, life 

or disability insurance instead of credit insurance.

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 and Washington)

• 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’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 retire, unless the creditor has 

evidence you are unable or unwilling to pay

• Know why a credit application was rejected—the 

creditor must give you the specific reasons or tell 

you how you can get them if you ask within 60 days

• Have accounts shared with your spouse reported in 

both your names

• Know how much it will cost to borrow money

For additional information on credit, see Buying a 

Home (p. 23) and Buying a Car (p. 7). Other sources 

of information include the HUD Housing Counseling 

Clearinghouse at 1-888-466-3487, the FTC (p. 119), and 

the National Consumer Law Center (p. 125).

Credit Cards

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

card offers in the mail. Examine the fine print carefully 

before you accept any offer for a credit or charge card. 

Look for:

• The Annual Percentage Rate (APR). If the 

interest rate is variable, how is it determined 

and when can it change?

• The periodic rate. This is the interest rate used 

to figure the finance charge on your balance each 

billing period.

• The annual fee. While some cards have no annual 

fee, others expect you to pay an amount each year 

for being a cardholder. 

• The grace period. This is the number of days 

you have to pay your bill before finance charges 

start. Without this period, you may have to pay 

interest from the date you use your card or when 

the purchase is posted to your account. 

• The finance charges. Most lenders calculate 

finance charges using an average daily account 

balance, which is the average of what you owed 

each day in the billing cycle. Look for offers that 

use an adjusted balance, which subtracts your 

monthly payment from your beginning balance. 

This method usually has the lowest finance charges. 

Stay away from offers that use the previous balance 

in calculating what you owe; this method has the 

highest finance charge. Also don’t forget to check 

if there is a minimum finance charge.

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

cash advance, make a late payment, or go over your 

credit limit. Some companies charge a monthly fee 

regardless of whether you use your card.

The Fair Credit and Charge Card Disclosure Act 

require credit and charge card issuers to include 

this information on credit applications. The Federal 

Trade Commission (p. 119) offers a wide range of free 

publications on credit and consumer rights at 

www.ftc.gov. The Federal Reserve Board (p. 119) 

provides a free brochure on choosing a credit card 

and a guide to credit protection laws at 

www.federalreserve.gov. 

Lost And Stolen Credit Cards

Immediately call the card issuer when you suspect 

a credit or charge card has been lost or stolen. 

Many companies have toll-free numbers and 

24-hour service to deal with such emergencies.

By federal law, 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.

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Comparing Cards

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

card tips and information.

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

a site that features credit card surveys of interest 

rates, fees and other terms from dozens of credit 

cards, as well as free brochures and guides on 

choosing and using credit cards.

• Card Web (www.cardweb.com) lists credit cards 

and offers e-mail newsletters, frequently asked 

questions and online credit card calculators.

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

reviews credit cards, and offers tips and credit 

card calculators.

Complaints

To complain about a problem with your credit card 

company, call the company first and try to resolve the 

problem. If you fail to resolve the issue, ask for the 

name, address and phone number of its regulatory 

agency.

If the word national appears in the name or the 

letters N.A. appear after the name, the Office of 

the Comptroller (p. 116) oversees its operations. 

See the chart on page 6 to find the best contact.

To complain about a credit bureau, department store 

or other FDIC-insured financial institution, write to the 

Consumer Response Center (p. 118). You may also file 

a complaint online at www.ftc.gov.

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, arrested, or filed for bankruptcy. 

Consumer Reporting Agencies (CRAs) gather 

this information and sell it to creditors, employers, 

insurers, and others. The most common type of CRA 

is the credit bureau. 

FICO And VantageScore

Historically, FICO has been the most well-known credit 

scoring system. The information in your credit report 

is used to calculate your FICO credit score, a number 

generally between 300 and 850 that rates how risky a 

borrower you are. The higher your score, the less risk 

you pose to creditors. Your FICO score is available 

from www.myfico.com for a fee. Free credit reports do 

not contain your credit score. You may purchase your 

credit score by contacting the credit bureaus. All three 

credit bureaus also offer a 3-in-1 service so you don’t 

have to contact each bureau separately.

The Three Major National

Credit Bureaus Are: 

Equifax: 1-800-685-1111 or www.equifax.com

To place a Fraud Alert on your credit report: 

1-888-766-0008.

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

To place a Fraud Alert on your credit report: 

1-888-397-3742.

TransUnion: 1-800-916-8800 or 

www.transunion.com

To place a Fraud Alert on your credit report: 

1-800-680-7289.

Learn more about Fraud Alert and Identity 

Theft (p. 3).

VantageScore is a new scoring technique, the first 

one that was developed collaboratively by the three 

credit reporting companies. This model allows for 

a more predictive score for consumers, even for 

those with limited credit histories, reducing the 

need for creditors to manually review credit 

information. VantageScore features a common 

score range of 501-990 (higher scores represent lower 

likelihood of risk). A key benefit of VantageScore is 

that as long as the three major credit bureaus have 

the same information regarding your credit history, 

you will receive the same score from each of them. 

A different score alerts you that there are 

discrepancies in your report.

As of September 1, 2005, all consumers are 

eligible to receive a free annual credit report from 

each of the three major CRAs: Equifax, Experian 

and TransUnion. To order your report, you must 

go through www.annualcreditreport.com or call 

1-877-322-8228.

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Dealing With Credit Problems

Negative Credit Information In Your Credit Report

Negative information concerning your use of credit 

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

bankruptcy can be kept for 10 years, and unpaid tax 

liens for 15 years. Information about a lawsuit or an 

unpaid judgment against you can be reported for 

seven years or until the statute of limitations runs 

out, whichever is longer. Inquiries remain on your 

report for two years.

Anyone who denies you credit, housing, insurance, 

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

name, address, and telephone number of the 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 both the credit reporting agency and the 

company that provided the information to the CRA.

• Tell the CRA in writing what information you believe 

is inaccurate.

Under The Fair Credit Reporting Act, the information 

provider is required to investigate and report the 

results to the CRA. If the information is found to 

be incorrect, it must notify all nationwide CRAs to 

correct your file. If the investigation does not solve 

your dispute, ask that your statement concerning 

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

dispute must be included anytime the CRA reports 

the negative item.

Beware: Offers To Skip A Payment

If your credit company invites you to skip a 

monthly payment without a penalty, it is not doing 

you a favor. You will still owe finance charges 

on your unpaid balance. And interest could be 

adding up on any purchases you make after the 

due date you skipped.

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

and a personal debt repayment plan will improve your 

credit report. Credit repair companies advertise 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 pretences.

If you have lost money to a credit repair scam, contact 

your state or local consumer affairs office (p. 127) or 

the National Fraud Information Center (p. 125).

Beware: Teaser Rates

Some cards are advertised with very low 

introductory interest rates called teasers. The 

rate is good for a short period of time. If you know 

you can pay what you owe while the low rate is in 

effect, it could be a good deal. But if the teaser 

time runs out and you still owe money, you could 

end up paying a higher rate than you might have 

without the special introductory rate. Just one late 

payment could also cancel the teaser rate.

Tips For Building A Better Credit Score

• Pay your bills on time. Delinquent payments and 

collections negatively impact your score.

• Keep balances low on credit cards and other 

“revolving credit.” High outstanding debt lowers 

your credit 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. There is no “quick fix” for a bad credit 

score, so be wary of any deals that offer you a fast, 

easy solution.

Credit Billing Disputes

If you find an error on a credit card or charge account 

bill, you have the right to dispute the problem under 

the Fair Credit Billing Act. The law defines billing 

errors as: incorrect credits for payments, charges that 

you didn’t make, and charges for goods or services 

that you did not receive or that were not as promised.

Write to the creditor within 60 days of the postmark 

of the first bill with the disputed charge. If more than 

60 days have passed but you just recently found the 

problem, you may still be able to dispute the charge.

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• Send a letter to the address provided on the bill. 

Do not send the letter with your payment.

• Be specific. In your letter, give your name and 

account number, the date and amount of the charge 

disputed, and a complete explanation of why you are 

disputing the charge.

• Send your letter by certified mail, with a return 

receipt requested, if you want to make sure it is 

received.

If you follow these requirements, the creditor or card 

issuer must acknowledge your letter in writing within 

30 days of receiving it and conduct an investigation 

within 90 days.

While the bill is being investigated, you do not have 

to pay the amount in dispute. The creditor cannot try 

to collect this disputed amount, nor can the creditor 

report the amount as late, or close, or restrict your 

account.

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

account and remove any related finance charges or 

late fees. For any amount still owed, you have the 

right to an explanation and copies of documents 

proving you owe the money. 

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

you owe and why. You will owe the amount disputed 

plus any finance charges.

What if you don’t agree with the creditor’s decision? 

You can file an appeal with the Office of the 

Comptroller of the Currency (p. 116).

Debt Collection

The Fair Debt Collection Practices Act applies 

to those who collect debts owed to creditors for 

personal, family and household debts. These include 

car loans, mortgages, charge accounts and money 

owed for medical bills. A debt collector is someone 

hired to collect money you owe.

Within five days after a debt collector first contacts 

you, the collector must send you a notice that tells you 

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

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

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

to arrange for payment.

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

creditor in writing and send a copy to the collection 

agency with a letter telling them not to contact you. 

A debt collector may not:

• Contact you at unreasonable times, for example, 

before 8 a.m. or after 9 p.m., unless you agree

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

employer disapproves

• Contact you after you write a letter telling them 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 through threats to harm you, profane 

language or repeated telephone calls

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

arrested

• Threaten to have money deducted from your 

paycheck or sue you, unless the collection agency 

or creditor intends to do so and it is legal

To file a complaint, contact your state or local 

consumer protection agency (p. 127) and the

Federal Trade Commission (p. 119).

Debt Management Assistance

Several national nonprofit organizations also 

provide information and assist people with debt 

problems via the phone and Internet.

• American Consumer Credit Counseling 

Visit www.consumercredit.com or call 

1-800-769-3571.

• InCharge Institute of America 

Visit www.incharge.org or call 1-800-565-8953.

• Money Management International 

Visit www.moneymanagement.org or 

call 1-866-899-9347.

• Myvesta 

Visit www.myvesta.org or call 1-800-680-DEBT (3328).

Out Of Control Debt

Counseling services are available to help people 

budget money and pay bills. Credit unions, cooperative 

extension offices, military family service centers and 

religious organizations are among those that may offer 

free or low-cost credit counseling. 

Local, nonprofit agencies that provide educational 

programs on money management and help in 

developing debt payment plans operate under the 

name Consumer Credit Counseling Service (CCCS). 

14 To call or write an organization, use the directory (p. 60)

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They are members of the National Foundation for 

Credit Counseling (NFCC); see page 164 to help locate 

the agency closest to you.

Typically, a counseling service will negotiate lower 

payments with your creditors, then make the payments 

using money you send to them each month. The cost 

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

creditor not you. Ask these questions to find the best 

counselor for you:

• What services do you offer? Look for an 

organization that offers budget counseling 

and money management classes as well as 

a debt-management plan. 

• Do you offer free information? Avoid 

organizations that charge for information or make 

you provide a lot of details about your problem first.

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

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

you’re paying a lot more, you could be the one 

getting set up. 

• How will the debt management plan work?

What debts can be included in the plan and will 

you get regular reports on your accounts?

• Ask if the counselor can get creditors to lower 

or eliminate interest and fees? If the answer is 

yes, contact your creditors to verify this.

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

If an organization won’t help you because you can’t 

afford to pay, go somewhere else for help.

• Will your counselor help you avoid future 

problems? Getting a plan for avoiding future 

debt is as important as solving the immediate 

debt problem.

• Ask for a contract. All verbal promises should be 

in writing before you pay any money.

• Are your counselors accredited or certified?

Legitimate credit counseling firms are affiliated 

with the National Foundation for Credit Counseling 

(p. 164) or the Association of Independent 

Consumer Credit Counseling Agencies. 

Unfortunately, honest credit counselors have a lot of 

rivals who are more interested in taking your money 

than helping you. They can do more harm than good. 

Red flags are:

• Big upfront fees. A reputable credit counseling 

agency will send free information about itself and the 

services it provides without requiring you to provide 

any details about your situation. 

• Unrealistic promises. Some companies falsely 

claim they can solve problems for pennies on the 

dollar or remove negative information from your 

credit record. 

Check with your local consumer protection agency 

(p. 127) and the Better Business Bureau (p. 65) to see if 

any complaints have been filed about the company.

Alert: “Debt Relief” may be code for

Bankruptcy

The Federal Trade Commission cautions 

consumers to read between the lines when faced 

with ads in newspapers or telephone directories 

that promise debt relief. This relief may actually be 

bankruptcy. These catch phrases are commonly 

used:

“Consolidate your bills into one monthly payment 

without borrowing.”

“Keep your property.”

“Stop credit harassment, foreclosures, 

repossessions and garnishments.”

“Wipe out your debts! Consolidate your bills!”

“Use the protection and assistance provided by 

federal law. For once let the law work for you.”

Personal Bankruptcy

Generally, bankruptcy 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 is now more difficult 

for debtors:

• Debtors must file more 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).

• Debtors must take a pre-filing credit counseling 

and post-filing education course to have debts 

discharged.

• Debtors face increased filing fees, plus fees for 

credit counseling/education.

• The bankruptcy petition and process are more 

complicated, so it’s very difficult to file without 

an attorney.

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The filing process is now more difficult 

for attorneys:

• An attorney’s signature on a petition certifies 

that the attorney has performed a reasonable 

investigation into the circumstances giving rise to 

the petition.

• Attorneys must carefully review documents such as 

tax returns and pay stubs, as well as ask clients for 

credit reports.

• Attorneys are more apprehensive about sanctions.

If you have concerns about approved credit 

counseling agencies or credit counseling providers, 

please contact the U.S. Trustee Program, visit 

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

Loans

Home Equity Loans

Consider carefully before taking out a home equity 

loan. Although this type of loan might let you take tax 

deductions that you could not take with other types of 

loans, they reduce the equity you have built up in your 

house. If you are unable to make payments, you could 

lose your home.

Home equity loans can either be a revolving line of 

credit or a one-time, closed-end loan. Revolving credit 

lets you choose when and how often to borrow against 

the equity in your home. In a closed-end loan, you 

receive a lump sum 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.

See the Housing section (p. 23) for 

helpful information about buying, leasing,

renting or repairing a home.

Installment Loans

Before you sign an agreement for a loan to buy a 

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

fully understand all 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, the total of all the interest 

and fees you must pay to get the loan

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

interest you will pay over the full term of the loan

• Penalties for late payments

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

the loan

• Penalties if you pay the loan back early

The Truth in Lending Act requires lenders to give you 

this information so you can compare different offers.

Payday And Housing Counseling

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 percent! Payday loans are illegal in 

some states.

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. APRs as high as 774% have been reported. 

If you are short of cash, avoid both of these loans 

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

traditional loan. Even a cash advance on your credit 

card may cost less.

Education

Choosing A School

Choosing a college or other education program is one 

of the most important decisions you will make in your 

lifetime. School is a big investment of time, money, and 

effort, whether it’s a four-year university, a two-year 

program or a trade or professional school. Carefully 

evaluate your options.

• Does the school offer the courses and type of 

program you want?

• Does the school offer services you need and 

activities you’re interested in?

• What are the school’s graduation and transferout rates? A school is required to disclose this 

information to prospective students.

• What percentage of recent graduates is working 

in their chosen field of study? 

• What is the school’s loan default rate? In other 

words, what percentage of students who took out 

federal student loans later failed to repay their loans 

on time? You might not be able to get federal aid for 

a school that has a high default rate.

• What kind of crimes happen on campus, and what 

programs are in place to protect your safety? The 

school must provide you with a summary of its 

annual security report. The Department of 

Education posts crime statistics for many schools 

at www.ope.ed.gov/security.

• What financial aid is available at the school? Ask 

for specifics such as the types of aid available, how 

to apply, how recipients are selected, plus how and 

when aid will be received.

16 To call or write an organization, use the directory (p. 60)

Credit • Education
• What are the school’s refund policies? If you enroll 

but change your mind or are not able to finish a 

class, can you get some of your money back?

Most of this information is covered in a school’s 

catalog, brochures or website. If you know others who 

have recently attended a school you’re considering, 

ask about their experiences and opinions. Talk to a 

high school counselor and local employers. To find 

out if any complaints have been 

filed about a school, contact the 

Better Business Bureau (p. 65) or 

higher education agency in the 

state where the school is located.

Choosing a school is not 

limited to a college education. 

There are many resources that 

provide information related to 

school choice for K-12 education. You can contact 

the U.S. Department of Education (p. 109) or try these 

resources: 

• Council of Chief State School Officers, 

www.ccsso.org, links to state education agencies 

where you can learn about school performance and 

supplemental educational services providers.

• The National Center for Education 

Statistics, U.S. Department of Education, 

nces.ed.gov/globallocator, can assist your 

search for public and private schools.

• The Office of Non-Public Education, U.S. 

Department of Education provides links to 

non-public school organizations, along with a 

private school locator and other information 

about non-public education.

• The Educational Resources Information Center 

(ERIC) provides articles and reports on topics 

related to school choice (p. 109).

• GreatSchools.net, www.greatschools.net, is an 

online resource of school profiles and comparative 

performance data.

• The Parental Information and Resource Center,

www.pirc-info.net/pircs.asp, provides a directory of 

centers to assist parents across the country.

For performance and comparative data, visit 

www.schoolresults.org.

For information about U.S. Charter Schools, visit 

www.uscharterschools.org.

Vocational Schools

Private vocational, correspondence and technical 

trade schools train students for a variety of skilled 

jobs, such as medical assistant, hair stylist, 

automotive technician, paralegal, truck electronics 

technician or truck driver. Many are reputable, teach 

the skills needed to get a job, and may even assist 

with job placement. Others make false claims about 

the qualification of their instructors, the extent of 

their programs and/or facilities. They could also 

mislead students about the availability of jobs or 

salary potential.

Before enrolling in a vocational or correspondence 

school, find out as much as you can about the school, 

its tuition, qualifications and reputation. The FTC 

(p. 119) offers helpful advice and a “Do Some 

Homework” checklist if you’re considering a career 

or vocational school. Other helpful resources include:

• SkillsUSA (www.skillsusa.org or 703-777-8810) is a 

national nonprofit organization that serves teachers, 

high school and college students who are preparing 

for careers in trade, technical and skilled service 

occupations, including health occupations. 

• The Office of Vocational and Adult Education 

(www.ed.gov or 1-800-872-5327) offers up-todate information, research and resources about 

vocational and adult education programs 

and issues.

General Education

Development (GED) Tests

States and other jurisdictions issue high school 

equivalency credentials to adult candidates who 

earn passing scores on GED tests. Many adults 

who did not complete a high school program of 

instruction have continued to learn through a 

variety of experiences encountered in everyday 

life. The purpose of the GED Testing Program is 

to provide an opportunity for these individuals to 

have the learning acquired from such educational 

experiences evaluated and recognized. The GED 

Tests make it possible for qualified individuals 

to earn a high school credential, thus providing 

opportunities for hundreds of thousands of 

adults to:

• Pursue higher education

• Obtain jobs or job promotions

• Achieve personal goals

For more information, visit the American Council 

for Education (ACE) at www.acenet.edu or call

202-939-9300.

Financing Your Education

The U.S. Department of Education (p. 109) 

has a wealth of information on choosing, 

applying and paying for education after high 

school. This information along with applications 

for federal financial assistance is posted online at 

studentaid.ed.gov or you can call 1-800-433-3243.

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Another source of information on financial assistance 

from both private and government sources is 

www.finaid.org. This site also offers calculators 

that can help you figure out how much school will 

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

aid you will need.

Many state governments have created programs to 

make it easier for families to save money for their 

children’s education. Visit www.collegesavings.org 

for links to information on various state programs.

Student Loans

Student Financial Aid is available from a wide variety 

of sources including the federal government, individual 

states, directly from colleges and universities, as well 

as from numerous other public and private agencies 

and organizations. Whatever the source, all forms of 

college aid fall into four basic categories:

• Grants. Gift aid from grants does not have to be 

repaid and is generally awarded based at least 

partially on 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 earn money by working and attending 

school. The money does not have to be repaid.

• Loans. Funds that are borrowed and must be 

repaid with interest are loans. As a general rule, 

educational loans have far more favorable terms 

and interest rates than traditional consumer loans.

• Scholarships. Offered by schools, local/community 

organizations, private institutions and trusts, 

scholarships do not have to be repaid and are 

generally awarded based on some specific criteria.

Federal Student Aid

Many helpful publications are available 

at www.studentaid.ed.gov/pubs.

www.dl.ed.gov The federal governement’s 

direct loan website includes a servicing center.

www.bls.gov/oco The U.S. Department 

of Labor’s Occupational Outlook Handbook 

provides information on various careers and 

their earning potential.

www.edu.gov The U.S. Department of 

Education offers several financial aid guides 

for consumers.

www.nasfaa.org The National Association of 

Student Financial Aid Administrators provides 

a “Cash for College Guide” with advice, tips and 

information on financing your education.

Federal Student Aid Information Center

The Federal Student Aid Information Center (FSAIC) 

can answer your federal student financial aid 

questions and give you all the help you need for free. 

You can also use the FSAIC automated response 

system to find out if your FAFSA application has been 

processed and to request a copy of your Student Aid 

Report (SAR). For more contact information on the 

FSAIC, see page 110.

Beware: 

Scholarship And Financial Aid Scams

Some unscrupulous companies guarantee that 

they can get scholarships on behalf of students 

or award “scholarships” in exchange for an 

advance fee. Most offer a “money back guarantee” 

but attach conditions that make it impossible to 

get the refund. Others provide nothing for the 

student’s advance fee, not even a list of potential 

sources. Still others tell students they’ve been 

selected as “finalists” for awards that require 

an up-front fee. Sometimes, these companies 

ask for a student’s checking account to “confirm 

eligibility,” then debit the account without the 

student’s consent. Other companies quote only 

a relatively small “monthly” or “weekly” fee and 

then ask for authorization to debit your checking 

account for an undetermined length of time. Be 

cautious of paying for information that you can 

obtain for FREE.

18 To call or write an organization, use the directory (p. 60)

Education
Employment

Employment Agencies

There are numerous job-hunting websites now 

available that post jobs for private industry. Many 

companies also offer a way to apply online. However, 

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

contacts, business organizations and interviewing.

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

from employment agencies that promise wonderful 

opportunities. While some companies honestly want 

to help you, others are more interested in taking your 

money. Be wary of:

• Promises to get you a job and a guaranteed income

• Upfront 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.opm.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. 127) 

and the Better Business Bureau (p. 65) to see if any 

complaints have been filed about a company. 

The Federal Trade Commission (p. 119) sues 

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 home!” Legitimate 

work-at-home program promoters should tell you, in 

writing, what’s involved in the program they are selling. 

Here are some questions you might ask:

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

sponsor to list every step of the job.)

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

commission?

• Who will pay me?

• When will I get my first paycheck?

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

including supplies, equipment and membership 

fees? What will I get for my money?

The answers to these questions may help you 

determine whether a work-at-home program is 

appropriate for your circumstances, and whether 

it is legitimate.

Multi-Level Marketing

Some 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, serve only to make 

the schemes look legitimate. Most people end up with 

nothing to show for their money except the expensive 

products or marketing materials they were pressured 

to buy.

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

legitimate multilevel marketing plan, take time to learn 

about the plan.

• What is the company’s track record?

• How long has the company been in business?

• What products does it sell?

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

• Does it have 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 minimum monthly sales required to earn a 

commission?

• Will you be required to recruit new distributors to 

earn your commission?

Net-Based Business Opportunities

The Federal Trade Commission says that many 

Internet business opportunities are scams that 

promise more than they can deliver. The companies 

lure would-be entrepreneurs with false promises of 

big earnings for little effort. Some tips to finding a 

legitimate opportunity:

• Consider the promotion carefully. 

• Get earnings claims in writing. 

• Study the business opportunity’s franchise 

disclosure document. 

• Interview each previous purchaser in person, 

preferably at their place of business.

• Contact the local consumer protection agency 

(p. 127) and Better Business Bureau (p. 65), both 

where the business opportunity promoter is based 

and where you live to find out whether there is any 

record of unresolved complaints. 

www.USA.gov www.pueblo.gsa.gov 19

Employment
• If the business opportunity involves selling products 

from well-known companies, verify the relationship 

with the legal department of the company whose 

merchandise would be promoted. 

• 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’ll still be around when 

you’re ready to decide.

Food And Nutrition

The following suggestions will help you save money 

when shopping for food.

• Use a grocery list. You will be less likely to pick up 

extra items.

• Shop at the lower-priced food stores. Convenience 

stores often charge the highest prices.

• Compare price-per-ounce or other unit prices.

• Stock up on non-perishable items with low 

per-unit costs.

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.

Food Safety

Food safety in the home 

revolves around three main 

functions: food storage, 

food handling and cooking. 

Most experts agree that 

practicing a few simple 

rules focused on cleaning, 

separating, cooking and 

chilling can prevent most 

foodborne illness in the 

home. The website 

www.foodsafety.gov is 

your gateway to government 

food safety information 

including online publications 

you can download or request. 

For more information, here are some additional 

resources:

• Centers for Disease Control and Prevention (p. 111)

• FDA’s Food Information and Seafood Hotline 

1-800-332-4010

• Partnership for Food Safety Education at 

www.fightbac.org, the online resource of 

Fight BAC! with food safety and safe food 

handling information

• U.S. Department of Health and Human Services 

(p. 110)

• USDA Food Safety and Inspection Service, 

www.fsis.usda.gov

• USDA/FDA’s Foodborne Illness Information Center, 

www.nal.usda.gov/foodborne/index.html

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

For more in-depth information, check out these 

resources for advice, tips and education on food 

shopping and nutrition.

• U.S. Department of Agriculture (p. 108)

• The Food and Drug Administration (p. 111)

• Nutrition.gov (www.nutrition.gov)

• MedlinePlus (Click on F for Food or N for 

Nutrition at www.nlm.nih.gov/medlineplus)

• The Nutrition Source 

(www.hsph.harvard.edu/nutritionsource)

Weight Loss

The federal government has brought together information 

on weight loss and dieting through the National 

Library of Medicine’s National Institutes of Health at 

www.nlm.hig.gov/medlineplus/weightlossanddieting.html. 

For more information, you can also call 1-888-346-3656, 

or write to National Library of Medicine, 8600 Rockville 

Pike, Bethesda, MD 20894.

If you need to lose weight, talk with your doctor about 

the options that are best for you. Most health experts 

agree that the best and safest way to lose weight is 

to modestly cut calories, eat a balanced diet, and 

exercise. People usually do best when they reduce 

their usual calorie intake or increase the calories 

they use by 500–1,000 per day. This allows you to eat 

enough for good nutrition yet lose about one to two 

pounds a week. Steer clear of harmful tactics such as 

smoking, fasting, purging, or abusing laxatives.

To make sure you safely lose pounds and avoid 

dangerous or expensive scams, ask these questions:

• How does the product or service work? Does the 

program emphasize diet, exercise or a combination 

of both? 

20 To call or write an organization, use the directory (p. 60)

Employment • Food and Nutrition
• How much will it cost? Ask for an itemized list 

that includes membership fees and fees for weekly 

visits. Ask if there are extra fees for diagnostic tests, 

food, dietary supplements, or other products in the 

program.

• How well does it 

work? Ask to see 

the studies that back 

up success claims. 

Look for how many 

people completed the 

program, how much 

weight they lost, and 

how long they kept the 

weight off. 

• What are the risks?

Get details about 

possible side effects. 

Check with your 

doctor before you take prescriptions, over-thecounter weight loss drugs, or dietary supplements. 

Diets that require drastic food restriction should be 

under the supervision of a physician.

• How many calories will you eat each day? For 

diets under 1,500 calories, be sure to check with 

your doctor to make sure you get all your nutrients.

• What are the staff qualifications? Ask about 

their training and experience.

• What type of attention will you receive? Will 

you get individual counseling or group support? 

How often?

Complaints concerning fraudulent weight loss 

claims should be directed to the Federal Trade 

Commission (p. 119).

Be Informed: Risks Of Weight

Loss Surgery

Surgical procedures for weight loss should 

be considered carefully and only after you and 

a doctor have looked at all the options. Risks 

and complications include bleeding, deep 

vein thrombosis, infections, marginal ulcers, 

pulmonary problems, spleen injury, stenosis, 

vomiting, dumping syndrome, nutritional 

deficiencies, gallstones and even death. It is 

NOT cosmetic surgery. The National Institutes 

of Health has helpful information and has set 

minimum requirements for recommending these 

types of surgery, along with other important 

information, at www.nih.gov.

Healthcare

For information on Healthcare plans see page 28.

Thousands of resources are now available to help 

you make healthcare 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 

(www.ama-assn.org. or 1-800-621-8335). This 

information should complement, not replace, what 

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

generally recognized as reliable information sources.

• HealthierUS.gov, HealthFinder.gov and 

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

are federal government gateways that provide 

information on health issues, healthcare 

programs, and organizations.

• Intelihealth (www.intelihealth.com) offers 

information and practical advice on staying healthy 

from the Harvard Medical School.

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

alphabetical index of diseases and Healthy Living 

Centers (for example, Women’s Health, Diet and 

Health). Consult the Health Decisions Guide for 

information on medical tests and treatments.

• Medical Library Association (www.mlanet.org) 

links to websites suggested by librarians. For 

general information, you can call 312-419-9094 or 

write to The Medical Library Association, 65 East 

Wacker Place, Suite 1900, Chicago, IL 60601-7246.

• Mental Help Net (www.mentalhelp.net) links to a 

broad range of mental health topics.

For information on medical privacy, see page 40.

Choosing A Doctor

When searching for a doctor, dentist or other 

healthcare professional:

• Find out whether they are licensed in your state. 

A state or local occupational and professional 

licensing board will be able to give you this 

information (p. 127).

• Research whether they are board-certified in the 

appropriate specialty. You can find this information 

on the sites of the AMA (www.ama-assn.org) 

and American Board of Medical Specialties 

(www.abms.org).

• Ask how often they have done the procedure you 

need and their success rate. You may be able to 

find some of this information on the Internet. For 

example, the Centers for Disease Control reports the 

www.USA.gov www.pueblo.gsa.gov 21

Food and Nutrition • Healthcare
success rates and number of procedures performed 

by fertility clinics at www.cdc.gov. Some states 

collect and post data on the success of heart-bypass 

surgery.

• Check whether there have been any complaints 

or disciplinary actions taken. Websites 

that can help are www.docboard.org and 

www.healthcarechoices.org. There are 

also pay-for-use sites with similar information 

including QuestionableDoctors.org, 

www.Docinfo.org, and www.checkbook.org.

Visit www.healthfinder.gov for more advice on 

identifying providers.

Filing A Complaint

If you have a complaint about the medical services you 

received from a physician, you may file a complaint 

with your State Medical Board. For a complete directory 

from the Federation of State Medical Boards, visit 

www.fsmb.org/directory, call 817-868-4000, or write to 

The Federation of State Medical Boards of the United 

States, Inc., PO Box 619850, Dallas, TX 75261-9850.

Choosing A Healthcare Facility

Report cards are starting to appear on the Internet to 

help you compare healthcare facilities. Three private 

websites that rate hospitals based on information 

collected from Medicare records and other sources 

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

www.healthgrades.com. 

The Joint Commission on Accreditation of Healthcare 

Organizations accredits hospitals as well as 

nursing homes and other healthcare organizations. 

Specially trained investigators assess whether these 

organizations meet set standards. At www.jcaho.org, 

you can check on a local facility, including how it 

compares with others. JCAHO also accepts consumer 

complaints. You can post a complaint on its website or 

call 1-800-994-6610.

If you’re looking for a nursing home or other assisted 

living facility, these additional 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, another 

service of the U.S. Department of Health and Human 

Services, provides information and referral services 

for those seeking local and state support resources 

for the elderly. See page 110.

• The American Association of Homes and 

Services for the Aging, www.aahsa.org, is a 

trade group that represents many nonprofit 

facilities (p. 160).

• The Assisted Living Federation of America, 

www.alfa.org, represents both for-profit and 

nonprofit assisted-living facilities. Phone: 

703-691-8100.

• The Commission on Accreditation of 

Rehabilitation Facilities, www.carf.org, 

gives its seal of approval to qualifying 

facilities. Phone: 1-888-281-6531.

Medical Facilities: Statistics

Get statistics on medical facilities at these sites:

www.hcup.ahrq.gov is a free on-line query 

system that provides access to health statistics 

and information on hospital stays at the national, 

regional, and State level.

www.USA.gov offers information on 

health facilities in your area and health issues 

by age group.

www.aha.org is the website of the American 

Hospital Association.

www.citizen.org links to a public interest 

organization that provides information on medical 

board disciplinary actions.

Prescription Drugs

Pharmacies may charge widely different prices for the 

same medicine, so it’s a good idea to comparison shop.

• Ask your physician and pharmacist if a generic drug 

could be appropriate. Generics usually cost less 

than brand name drugs. Many insurance companies 

use a multi-tier co-payment plan for prescription 

drugs. Be sure to ask before filling the prescription.

• Consider using a mail-order or online pharmacy, 

especially if you will be taking a drug for a long time. 

They often charge less.

22 To call or write an organization, use the directory (p. 60)

Healthcare
An increasing number of consumers are replacing 

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

While there are online pharmacies that provide 

legitimate prescription services, there are also some 

questionable sites that make buying medicines online 

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

Check with the National Association of Boards of 

Pharmacy to determine if the site is licensed and 

in good standing. Visit www.nabp.net or call 

847-391-4406.

An online pharmacy should offer you access to a 

registered pharmacist who can answer any questions 

you might have about drug interactions, side effects, 

etc. Be wary of sites that:

• Sell drugs without a prescription 

• Sell drugs not approved by the FDA

• Advertise quick cures

• Tell stories of “amazing results”

If you suspect a site is not a licensed 

pharmacy, report it and any complaints to 

the U.S. Food and Drug Administration at 

www.fda.gov/oc/buyonline/buyonlineform.htm (p. 111).

Want to know the side effects of a particular 

medication? Curious whether a drug has been

approved by the U.S. Food and Drug Administration? 

For answers to these questions, and information on approved prescription drugs, overthe counter and discontinued drugs, visit 

www.accessdata.fda.gov/scripts/cder/drugsatfda. 

For general drug information, you can also contact 

the FDA (p. 111). 

Medicare Prescription Drug Coverage

Medicare offers prescription drug coverage to help 

you get the prescription drugs you need. Everyone with 

Medicare can join a drug plan to get this coverage. If 

you aren’t sure if a drug plan is approved by Medicare, 

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

plans approved by Medicare may use this seal on 

their materials:

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

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

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

income and resources, you may get extra help to 

cover prescription drugs for little or no cost.

For more information, contact the Centers for 

Medicare and Medicaid Services (p. 110).

Housing

The U.S. Department of Housing and Urban 

Development (p. 112) funds housing counseling 

agencies throughout the country. These organizations 

can give you advice on buying a home, renting, 

defaults, foreclosures, credit issues and reverse 

mortgages. To contact the agency nearest you, call 

1-800-569-4287 or visit www.hud.gov. Homeowners 

with problems that could result in default of their 

mortgage or foreclosure on their property are 

encouraged to contact a HUD-approved housing 

counseling agency immediately.

If, in your housing search, you believe you are being 

discriminated against on the basis of your race, color, 

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

contact HUD’s Office of Fair Housing (p. 113).

Buying A Home

Buying a home is one of the most complex financial 

decisions you’ll ever make. 

• Real estate agents represent the seller not the buyer.

Consider hiring an agent who works for you, not 

the seller.

• Get prices on other homes. Knowing the price of 

other homes in a neighborhood will help you avoid 

paying too much.

• Have the property inspected. Use a licensed home 

inspector to carefully inspect the property before 

agreeing to buy it.

Shopping around for a home loan or mortgage will 

help you to get the best financing deal. A mortgage, 

whether it’s a home purchase, a refinancing, or a home 

equity loan, is a product, just like a car, so the price 

and terms may be negotiable. You’ll want to compare 

all the costs involved in obtaining a mortgage.

Shopping, comparing, and negotiating may save you 

thousands of dollars.

Mortgage financing options are much more diverse 

than many borrowers think. There is a wide variety 

of mortgage products available including: fixed rate 

conventional mortgages, adjustable rate mortgages 

(ARM), FHA loans, VA loans, interest-only 

mortgages, jumbo mortgages, two-step mortgages, 

balloon mortgages, assumable mortgages, 

construction mortgages, no down payment 

mortgages and seller financing.

When Shopping For A Home Mortgage:

• Research current interest rates. Check the real 

estate section of your local newspaper, use the 

Internet, or call at least six lenders for information. 

www.USA.gov www.pueblo.gsa.gov 23

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

mortgages. You can 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 

that you can compare the information. Be sure to get 

the Annual Percentage Rate (APR), which takes into 

account not only the interest rate but also points, 

broker fees, and other credit charges expressed as 

a yearly rate.

• Ask whether the rate is fixed or adjustable.

The interest rate on adjustable rate mortgage loans 

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

mortgage. An increase of several percentage points 

might raise payments by hundreds of dollars per 

month.

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

how the rate and loan payment could change.

• Find out how much down payment is required.

Some lenders require 20 percent 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 if you can pay off the loan early and if 

there is a penalty for doing so.

In addition, there is a long list of sources for 

mortgages loans: mortgage banks, mortgage brokers, 

banks, thrifts and credit unions, home builders, real 

estate agencies and Internet lenders. 

Tips For Working With Lenders:

• Get recommendations: Ask friends and family 

members for suggestions, especially if they’ve 

recently obtained a loan.

• Check credentials: Mortgage bankers are 

regulated by either your state’s department of 

banking or division of real estate. Check with the 

appropriate regulator to see if a lender is in good 

professional standing. Mortgage brokers may be 

state regulated or not. If not, check with the local 

chapter of the National Association of Mortgage 

Brokers or the Better Business Bureau to see if 

their record is clean.

• Do your homework: Learn about typical 

mortgages and ask questions when something looks 

amiss; a broker may be trying to pad closing costs or 

other fees at your expense.

• Take care online: There are plenty of attractive 

deals online, but first make sure you’re dealing with 

a reliable broker or lender.

The Real Estate Settlement Procedures Act (RESPA) 

requires lenders to give you information on all closing 

costs and escrow account practices. Any business 

relationships between the lender and closing service 

providers or other parties to the transaction must 

also be disclosed. Many of the fees are negotiable. 

More information is available from the Federal Trade 

Commission (p. 119), the Federal Reserve Board 

(p. 119), and the Department of Housing and Urban 

Development (p. 112).

Beware: Double Dipping

If you’re working with a broker, the National 

Consumer Law Center (p. 125) recommends you 

demand to know how much the broker is making 

from the lender as well as from any fees you might 

be paying. It’s best to get this information upfront 

and in writing. Avoid a broker who is doubledipping—getting a fat premium from the lender, 

as well as fees from you.

For more information on home buying and 

mortgages, visit Fannie Mae’s website at 

www.fanniemae.com or call 202-752-7000. The 

Mortgage Bankers Association also offers their 

website, www.stopmortgagefraud.com.

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.

Three steps can help:

• Do not ignore the letters from your lender.

If you’re having problems making your payments, call 

or write to your lender’s Loss Mitigation Department 

without delay. Explain your situation. Be prepared 

to provide them with financial information, such as 

your monthly income and expenses. Without this 

information, they may not be able to help.

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

for assistance if you abandon your property.

• Contact a HUD-approved housing counseling 

agency. Call 1-800-569-4287 or TDD 1-800-877-8339 

for the housing counseling agency nearest you. 

These agencies are valuable resources. 

24 To call or write an organization, use the directory (p. 60)

Housing
They frequently have information on services and 

programs offered by government agencies as well 

as private and community organizations that could 

help you. The housing counseling agency may also 

offer credit counseling. These services are usually free 

of charge.

For more information, resources are available at the 

following agencies:

• The U.S. Department of Housing and Urban 

Development (p. 112)

• The Federal Trade Commission (p. 119)

Additional advice, resources and tips for homeowners 

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

Insurance (p. 29), and Home Repairs below.

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.

Reverse Mortgages

A reverse mortgage is a home loan that you don’t have 

to pay back for as long as you live in your home. The 

loan and interest is repaid only when you die, sell your 

home or permanently move away. Only homeowners 

who are at least 62 years old are eligible. These 

mortgages can help homeowners who are houserich, but cash-poor stay in their homes and meet their 

financial needs. 

There are three types of Reverse Mortgages: federally 

insured reverse mortgages, proprietary reverse 

mortgages and single-purpose reverse mortgages. 

As with any mortgage it is important to be a savvy 

consumer and shop for the best deal.

Check the directory for the following resources that 

provide comprehensive and reliable information:

• The Federal Trade Commission (p. 119) 

• The Department of Housing and Human 

Development (p. 112) 

• AARP (p. 122)

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 all 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. 127) 

or Better Business Bureau (p. 65).

• Make sure the contractor meets licensing and 

registration requirements. Your state or local 

consumer protection agency (p. 127) can help you 

find out what the necessary requirements are.

• Get the names of suppliers and ask if 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. They should 

have personal liability, property damage and 

worker’s compensation insurance for workers and 

subcontractors. Also check with your insurance 

company to find out if you are covered for any injury 

or damage that might occur.

• Insist on a written contract that states exactly 

what work will be done, the quality of materials that 

will be used, warranties, timetables, the names of 

any subcontractors, the total price of the job, and the 

schedule of payments.

• Try to limit your down payment. Some states 

have laws limiting the amount of down payment 

required.

• Understand your payment options. Compare 

the cost of getting your own loan versus contractor 

financing.

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

release until you are satisfied with the work and 

know that subcontractors and suppliers have been 

paid. Some state laws allow unpaid subcontractors 

and suppliers to put a lien on your home for bills the 

contractor failed to pay.

• Pay by credit card when you can. You may 

have the right to withhold payment to the credit card 

company until problems are corrected, see page 13.

www.USA.gov www.pueblo.gsa.gov 25

Housing
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

• Tells you the job will be a “demonstration”

• Offers you discounts for finding other customers

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

• Pressures you for an immediate decision

• Offers an unusually long guarantee

• Can only be reached by leaving messages with 

an answering service

• Drives an unmarked van

• Has out-of-state license plates

• Asks you to pay for the entire job up front

With most home improvements, federal law gives 

you three business days to cancel without penalty. 

See: 3-Day Cooling-Off Rule (p. 42). 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 and don’t make your payments, you 

could lose your home. See Home Equity Loans (p. 16).

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. The lease should state 

every agreement that you believe exists between you 

and the landlord. 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 of repairs

• Restrictions that would prevent you from living 

normally or comfortably in the home

• Term of the lease and any important dates such as 

when the rent is due, or garbage pick up days

Anything that is not clearly understood or agreeable 

should be changed or removed. All landlord

responsibilities should be clearly stated. Always 

get a copy of the signed lease to keep in your records. 

Any clause or terms in the agreement affects ALL 

parties who sign.

Tenants who lease or rent property are protected 

against discrimination by The Fair Housing Act. If you 

think your rights have been violated, you may write a 

letter or telephone the HUD office nearest you (p. 112). 

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 tenant rights, laws and 

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

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

housing that is available at www.hud.gov. 

The agency offers several housing assistance 

programs for tenants and landlords.

Ten Tips For Renters

• The best way to win over a prospective 

landlord is to be prepared by bringing 

with you a completed rental application; 

written references from previous landlords, 

employers, friends and colleagues; and 

a current copy of your credit report.

• Carefully review all the important conditions 

of the lease before you sign.

• To avoid disputes or misunderstandings 

with your landlord, get everything in writing.

• Ask about your privacy rights before 

you sign the lease.

• Know your rights to live in a habitable rental 

unit—and don’t give them up.

• Keep communication open with your 

landlord.

• Purchase renter’s insurance to cover your 

valuables.

• Make sure the security deposit refund 

procedures are spelled out in your lease 

or rental agreement.

• Learn whether your building and 

neighborhood are safe, and what you can 

expect your landlord to do about it if they 

aren’t.

• 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.

26 To call or write an organization, use the directory (p. 60)

Housing
Insurance

General sources of insurance information include 

the American Council of Life Insurers (p. 160), the 

Insurance Information Institute (p. 163), the National 

Association of Insurance Commissioners (p. 163), and 

your state insurance department (p. 147). You can also 

visit www.insure.com. 

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

rental or other:

• Find out whether your state insurance department 

offers any information concerning insurance 

companies and rates (p. 147). This is a good way to 

get a feeling for the range of prices and the lowestcost providers in your area.

• Check several sources for the best deal. Try getting 

quotes from a website such as www.insweb.com, 

but be aware that many online services may provide 

prices for just a few companies. An independent 

insurance agent that works with several insurers in 

your local area might 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. 147) 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), Moody’s Investors 

Services (www.moodys.com), and Weiss Ratings, 

Inc. (www.weissratings.com) are available online 

and at most public libraries.

• Research the complaint record of the company. 

Contact your state insurance department (p. 147), 

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/homes/insuranceratings.

• Once you pay your first insurance premium, make 

sure you receive a written policy. This tells you 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.

Auto Insurance

Getting several quotes on insurance for a motor 

vehicle may save you hundreds of dollars a year. 

Other ways to reduce your insurance premium are:

• Raise your deductibles on collision and 

comprehensive coverages. If you have an old car, 

you might want to drop these coverages altogether.

• Take advantage of discounts. Some companies 

offer discounts to motorists who drive less than a 

certain amount of miles per year, are students with 

good grades, have taken a safe-driving course or 

are over 50 years old. 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 had no moving vehicle violations or accidents 

in three years, have anti-theft devices or have safety 

features such as air bags.

Shopping for and buying insurance on the Internet 

offers consumers a new level of convenience, but you 

need to protect yourself when purchasing insurance 

online. Do your research, double-check the company 

and agent, update your browser (newer browsers are 

equipped with security measures that alert you to 

insecure sites), get all quotes and policy information 

in writing and keep detailed records. Go to your 

state insurance department for more information on 

company and agent requirements (p. 147).

You can also find valuable information about car 

ownership in the Cars section (p. 6).

Insurance Tips

• Be wary of people selling insurance 

door-to-door and over the telephone.

• Be suspicious if, after an accident, a stranger 

contacts you to offer “quick cash” or 

recommends a particular attorney or healthcare 

provider. Report the incident to your police 

department.

• Don’t give your insurance identification 

numbers to companies you don’t know.

• Carry a disposable camera in your glove 

compartment. If you are in an accident, take 

pictures of the damage and the people involved. 

Ask for names, telephone numbers and driver’s 

license information for all those involved. 

Getting contact information for any witnesses 

is also a good idea.

If you suspect fraud, call the National Insurance 

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

For more information, check out 

www.insurancefraud.org.

www.USA.gov www.pueblo.gsa.gov 27

Insurance
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 

expenses for medical care. When purchasing disability 

insurance, ask:

• How is disability defined? Some policies consider 

you disabled if you are unable to perform the duties 

of any job. Better plans pay benefits if you are unable 

to do the usual duties of your own occupation. 

• When do benefits begin? Most plans have a 

waiting period after an illness before payments 

begin.

• How long do benefits last? After the waiting 

period, payments are usually available till you 

reach age 65, though shorter or longer terms 

are also available.

• What dollar amount is promised? Can benefits be 

reduced by Social Security disability and workers’ 

compensation payments? Are the benefits adjusted 

for inflation? Will the policy provider continue 

making contributions to your pension plan so 

you have retirement benefits when the disability 

coverage ends? 

For more information on disability insurance, visit 

www.iii.org and www.hiaa.org.

Health Insurance

Most consumers have healthcare coverage from an 

employer. Others have medical care paid through 

a government program such as Medicare (p. 110), 

Medicaid (p. 110), or the Veterans Administration 

(p. 117).

If you have lost your group coverage from an employer 

as the result of unemployment, death, divorce, or 

loss of “dependent child” status, you may be able 

to continue your coverage temporarily under the 

Consolidated Omnibus Budget Reconciliation 

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

coverage. When one of these events occurs, you must 

be given at least 60 days to decide whether you wish 

to purchase the coverage.

Some states offer an insurance pool to residents 

who are unable to obtain coverage because of a 

health condition. To find out if a pool is available 

in your state, check with your state department of 

insurance (p. 147).

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.

Healthcare Plans

When purchasing health insurance, your choices will 

typically fall into one of three categories:

• Traditional fee-for-service health insurance 

plans are usually the most expensive choice. But 

they offer you the most flexibility when choosing 

healthcare providers. 

• Health Maintenance Organizations (HMOs)

offer lower co-payments and cover the costs of more 

preventative care, but your choice of healthcare 

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 its website (www.ncqa.org).

• Preferred Provider Organizations (PPOs) offer 

lower co-payments like HMOs, but give you more 

flexibility when selecting a provider. A PPO gives 

you a list of providers you can choose from.

WARNING: If you go outside the HMO or PPO network 

of providers, you may have to pay a portion or all of 

the costs.

Medicare Beneficiaries

Medicare beneficiaries can compare 

HMO programs at www.medicare.gov and 

www.medicarenewswatch.com, or by calling 

Health Metrix Research Inc. at 1-888-223-3515.

When choosing among different healthcare 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 

might 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?

28 To call or write an organization, use the directory (p. 60)

Insurance
• Are there any limits on expenses covered in a year? 

In my lifetime?

• 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.

Homeowner/Renter’s Insurance

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

homeowners insurance by shopping around. You can 

also save money with these tips.

• Consider a higher deductible. Increasing your 

deductible by just a few hundred dollars can make a 

big difference in your premium.

• Ask your insurance agent about discounts.

You may be able get a lower premium if your home 

has safety features such as dead-bolt locks, smoke 

detectors, an alarm system, storm shutters or fire 

retardant roofing material. Persons over 55 years 

of age or long-term customers may also be 

offered discounts. 

• Insure your house NOT the land under it. After 

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

the value of the land when deciding how much 

homeowner’s insurance to buy, you will pay more 

than you should.

• Don’t wait till you have a loss to find out if 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 only what your property is worth 

at the time of loss—your cost minus depreciation for 

age and wear.

• Ask about 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. 118).

• 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 need. 

As children grow older and leave the nest, you will 

probably need less protection.

Term life insurance policies are the least costly. 

They pay death benefits but have no cash value if you 

decide to stop making payments. As the word “term” 

suggests, these policies are in effect for a specific 

period of time—one year or until you reach a certain 

age are common. Visit www.accuquote.com for online 

comparisons of term life insurance.

Whole life, universal life, and other cash value policies 

combine a long-term savings and investment product 

with life insurance. Canceling these policies after only 

a few years can more than double your life insurance 

costs.

Long-Term Care Insurance

Medical advances have resulted in an increased need 

for nursing home care and assisted living. Most health 

insurance plans and Medicare severely limit or exclude 

long-term care. Here are some questions to ask when 

considering a separate 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 a toilet 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?

www.USA.gov www.pueblo.gsa.gov 29

Insurance
• What will the benefit amount be? Most plans are 

written to provide a specific dollar benefit per day. 

The benefit for home care is usually about half the 

nursing-home benefit. But some policies pay the 

same for both forms of care. Other plans pay only for 

your actual expenses. 

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

a policy with lifetime benefits but this can be very 

expensive. Other options for coverage are from 

one to six years. The average nursing home stay 

is about 2.5 years.

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

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

daily benefit will not be enough by the time you 

need it.

• Is there a waiting period before benefits begin?

A 20 to 100 day period is not unusual.

The Insurance Information Institute is a resource 

of more in-depth information on insurance, 

www.iii.org. See page 163 for additional contact 

information.

Other Insurance

• Travel Insurance. There are four kinds of travel 

insurance: Travel Cancellation Insurance, Baggage 

or Personal Effects Coverage, Emergency Medical 

Coverage and Accidental Death. One helpful 

website is www.insuremytrip.com. See page 45 for 

additional insight on travel concerns and problems.

• Identity Theft Insurance. This type of insurance 

provides reimbursement to crime victims for the 

cost of restoring their identity and repairing credit 

reports. Some companies now include this as part 

of their homeowner’s insurance policy. Others sell it 

as a stand-alone policy. Ask your homeowner policy 

company for information.

• International Healthcare Insurance. A policy 

that provides health coverage no matter where 

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

you can purchase only for the time you will be out 

of the country. Check online or write your current 

healthcare provider for coverage information.

• Liability Insurance. Insurance for what the 

policyholder is legally obligated to pay because 

of bodily injury or property damage caused to 

another person. Search online or ask your 

personal insurance agent for more information.

Internet

Choosing Service Providers

With thousands of Internet Service Providers (ISPs) 

offering to connect you and your computer to the 

Internet, choosing the ISP that is right for you can 

be overwhelming. Some ISPs are very large and well 

known, such as AOL, MSN, and Earthlink, while others 

are literally one-person operations. Some companies 

strictly limit their service to providing Internet access. 

Others, like your telephone and cable company, may 

offer Internet access as part of a much larger package. 

If you have limited Internet expertise, you may want to 

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

offer user-friendly startup software. This software 

often includes features such as a browser, instant 

messaging, parental controls, and pop-up blockers. 

Many also offer 24-7 access to technical support, 

which can help you deal with any difficulties. Of 

course, all of this convenience results in higher 

monthly user fees. Once you are comfortable with how 

the Internet works, you may discover you don’t need all 

the ‘extras’ and switch to a lower-cost ISP.

Whatever your present level of expertise, you will want 

to consider these factors when selecting a provider.

• Speed. For a dial-up modem, does the ISP provide 

a 56k connection—the maximum speed ordinary 

phone lines can handle? For a faster connection, 

you will have to consider moving up to “broadband 

Internet access,” which lets you access the Internet 

via high-speed technologies, such as a digital 

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

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

phone number for access? If you travel, will there 

be local numbers or a toll-free number that you 

can call? 

• Modem Ratio. Since not all users are online at the 

same time, it is not necessary for an ISP to have a 

modem for every user. But they should have a user 

to modem ratio of 10 to 1 or better. The lower the 

number of users per modem, the better your chance 

of being able to connect at peak hours. 

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

service? What will be the storage limit on your 

mailbox? How many days does the ISP keep your 

mail before deleting it?

• Website space. Do you want to create a personal 

website? If so, find out whether your provider offers 

web space and software to create your page.

• Software. Is there any software required to activate 

the service? How do you get it? 

30 To call or write an organization, use the directory (p. 60)

Insurance • Internet
How large is the software? Can you use whatever 

browser or e-mail program you’d like?

• Support. What kinds of support are available—

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

support? Are there any additional charges for 

support?

• Special features. What services are provided in 

terms of spam blocking, virus protection, instant 

messaging, and chat rooms?

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

hours per month you can use the service? 

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

Are there any additional equipment or setup fees? 

What is the fee for extra e-mail accounts?

Copyright/Digital Ownership Of File Sharing

Peer-to-peer (P2P) file sharing allows users to share 

files online through an informal network of computers 

running the same software. Every day, millions of 

computer users share files online. Whether it is music, 

games, or software, file sharing can give people 

access to a wealth of information. Users download 

special software that connects their computers to an 

informal network of other computers running the same 

software. Millions of users could be connected to each 

other through this software at one time. The software 

is often free and easy to access.

However, file sharing can have a number of risks. 

For example, when you are connected to file-sharing 

programs, you could unknowingly allow others to copy 

private files you never intended to share. You could 

download material that is protected by copyright laws 

and find yourself mired in legal issues. You could 

download a virus or facilitate a security breach. Or 

you could unwittingly download pornography labeled 

as something else.

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.

• 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 complete information on P2P, visit 

www.onguardonline.gov

Online Copyright Issues

Quite simply, to make or download unauthorized 

copies of software is to break the law, no matter how 

many copies are involved. Whether you are casually 

making a few copies for friends, loaning 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 

if you make money or not. If you or your company is 

caught copying software, you could be held liable under 

both civil and criminal law.

If the copyright owner brings a civil action against 

you, the owner can stop you from using its software 

immediately and can also request monetary damages. 

The copyright owner can sue for as much as 

$150,000 for each program copied. In addition, the 

government can criminally prosecute you for copyright 

infringement. If convicted, you can be fined up to 

$250,000, be sentenced to jail for up to five years, 

or both.

For more information visit www.cybercrime.gov, a 

site sponsored by the U.S. Department of Justice 

(p. 114) or www.bsa.org, a site on online piracy issues 

managed by the Business Software Alliance.

Safer Computing

Thanks to the Internet, you can order books, clothes, 

or appliances online; reserve a hotel room across the 

ocean; download music and games; check your bank 

balance 24 hours a day; or access your workplace from 

thousands of miles away. The flip-side, however, is 

that the Internet, and the anonymity it affords, can give 

online scammers, hackers, and identity thieves access 

to your computer, personal information, finances, and 

more. But with awareness as your safety net, you can 

minimize the chance of an Internet mishap. To be safer 

and more secure online, adopt these seven practices:

• Protect your personal information. It’s valuable.

• Know with whom you’re dealing.

• 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.

• Protect your passwords.

www.USA.gov www.pueblo.gsa.gov 31

Internet
• Back up important files.

• Learn who to contact if something goes 

wrong online.

The FTC (p. 119) offers a publication online called 

Stop, Think, Click with specifics on safer computing; 

to order, visit www.OnGuardOnline.gov. To keep up 

to date with information about the latest computer 

threats, sign up for alerts from the Department of 

Homeland Security at www.US-CERT.gov.

• OnGuardOnline.gov, managed by the FTC, 

provides practical tips from the federal government 

and the technology industry to help you be on guard 

against Internet fraud, secure your computer, and 

protect your personal information.

Here are some other sources on protecting yourself 

and your family while using the Internet.

• GetNetWise (www.getnetwise.org) is a public 

service sponsored by Internet industry corporations 

and public interest organizations to help ensure 

that Internet users have safe, constructive, and 

educational or entertaining online experiences.

• Internet Keep Safe Coalition

(www.iKeepSafe.org), the home of Faux Paw the 

Techno Cat, is a coalition of 49 governors/first 

spouses, law enforcement, the American Medical 

Association, the American Academy of Pediatrics, 

and other associations dedicated to helping parents, 

educators, and caregivers by providing tools and 

guidelines to teach children the safe and healthy 

use of technology.

• National Cyber Security Alliance

(www.staysafeonline.org) is a nonprofit organization 

that provides tools and resources 

to empower home users, small businesses, and 

schools, colleges, and universities to stay 

safe online.

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

intended to help consumers understand the positive 

aspects of the Internet, as well as how to manage a 

variety of safety and security issues that exist online.

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

Internet safety and help group comprised of unpaid 

volunteers around the world that provides education, 

assistance, and awareness on all aspects of cyber 

crime and abuse, privacy, security, and responsible 

technology use. Wired Safety is the parent group of 

Teenangels.org, FBI-trained teens and preteens who 

promote Internet safety.

Online Auctions and Sellers

Many private sellers sell items on the Internet through 

auctions, classified ads, newsgroups, and chat rooms. 

Unfortunately, these types of sales are a very common 

type of Internet fraud. Resolving disputes can be 

difficult when the seller is in a different part of the 

country. Be aware that government agencies may 

not be able to help you since many laws don’t apply 

to sales between individuals. Follow this advice, as 

well as the general tips on shopping from home (p. 41).

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

- Check with state and/or local consumer offices.

- Company websites often provide information in 

a section called “About Us.” Some online sellers 

participate in programs such as BBBOnLine 

that help resolve problems. Look for a logo or 

endorsement seal on the company website. This 

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

reliability.

- Another way to check online sellers is to 

look for other consumers’ comments. Visit

 www.bizrate.com where consumers rate online 

stores. Some Internet auction sites post ratings 

of sellers based on comments by buyers. This 

information may give you some idea of how you’ll 

be treated, but beware of too many glowing stories 

that might have been placed by sellers themselves.

• Protect your personal information. Use a secure 

website to help protect your credit card from misuse. 

For more advice concerning privacy on the Internet, 

see Online Privacy (p. 41).

• Never send your credit card number by 

e-mail because e-mails are not secure. If you are 

not comfortable providing your credit card number 

online, ask whether you can call or fax it.

• Check how the auction works. Can you cancel 

a bid? Don’t assume that the rules used by one 

auction site apply to another. Some sites offer 

step-by-step instructions that will take you 

through the bidding process.

32 To call or write an organization, use the directory (p. 60)

Internet
• Find out what protections you have. Does the 

site provide free insurance or guarantees for items 

that are not delivered or not as described?

• Follow the strategies used in any auction. Learn 

the value of the item you are bidding on. Establish 

your top price and stick to it.

• Don’t bid on an item you don’t intend to buy.

If you’re the highest bidder, you have bought it. 

Auction companies often bar those who back out 

of a deal from future bidding.

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

use an escrow service. Your money is held by a 

third-party 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. Auction 

company eBay recommends Escrow.com, which is 

backed by Fidelity National Financial Corporation. 

• Be wary of sellers who insist you use a specific 

escrow service, especially if you have never heard 

of that particular service before. Check out the 

escrow service just like you check out sellers of 

other services. If a company’s website has grammar 

and other simple mistakes, be wary, you might not be 

dealing with a legitimate company.

For more information about shopping online, visit 

www.ftc.gov/bcp/conline/pubs/online/payments.htm 

and www.safeshopping.org. Also see Shopping from 

Home on page 41.

Be Suspicious Of Mass E-mails

Many mass e-mails contain false alarms, 

misleading requests for donations or fictitious 

offers of money and free goods. You can 

check the validity of almost any mass e-mail 

at www.Snopes.com. Don’t forward an e-mail 

unless you’re sure that it contains accurate 

information. Not only do such e-mails confuse 

recipients, they are often used to collect e-mail 

addresses for spammers.

Spam

E-mail spam is not just unwanted, it can be offensive. 

Pornographic spam causes many consumer 

complaints. Decrease the number of spam e-mails 

you receive by making it difficult for spammers to 

get and use your e-mail address.

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

JaneDoe@isp.com. Instead use numbers or other 

digits, such as Jane4oe6@isp.com.

• Use one e-mail address for close friends and family 

and another for everyone else. Free addresses are 

available from Yahoo! and Hotmail. You can also get 

a disposable forwarding address from 

www.spammotel.com. If an address attracts too 

much spam, get rid of it and establish a new one.

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

page. Spammers use software that harvests text 

addresses. Substitute “janedoe at isp.com” for 

“janedoe@isp.com.” Or display your address as 

a graphic image, not text.

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

check its privacy policy.

• Uncheck any check 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’re 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 Internet Service Provider (ISP) that filters 

e-mail. If you get lots of spam, your ISP may not be 

filtering effectively. 

• Use spam-blocking software. Web browser software 

often includes free filtering options. You can also 

purchase special software that will accomplish 

this task. 

• Report spam. Alert your ISP that spam is 

slipping through its filters. The Federal Trade 

Commission (FTC) also wants to know about 

“unsolicited commercial e-mail.” Forward spam 

to uce@ftc.gov.

Phishing Is A Growing Problem

“Phishing” is the use of fraudulent e-mail 

designed to steal identities as well as vital 

personal information such as credit card 

numbers, bank account PINS and passwords. 

Phishing e-mails often ask you to verify this type 

of information. Legitimate companies never ask 

for your password or account number via e-mail. 

If you’re not sure, call the company directly.

Phishing is one of the fastest-growing scams, and 

the 4th most frequent complaint received by the 

National Consumers League. Worse, it’s getting 

tougher for consumers to accurately spot fake 

e-mails. 

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.

www.USA.gov www.pueblo.gsa.gov 33

Internet
Some e-mail users have lost money to bogus offers 

that arrived as spam in their in-box. Con artists are 

very cunning; they know how to make their claims 

seem legitimate. Some spam messages ask for 

your business, others invite you to a website with 

a detailed pitch. Either way, these tips can help you 

avoid spam scams:

• Protect your personal information. Share credit 

card or other personal information only when you’re 

buying from a company you know and trust.

• Know with whom you’re dealing. Don’t do 

business with any company that won’t provide its 

name, street address, and telephone number.

• Take your time. Resist the urge to “act now” 

despite the offer and terms. Once you turn 

over your money, you might never get it back.

• Read the small print. Get all promises in writing 

and review them carefully before you make a 

payment or sign a contract.

• Never pay for a “free” gift. Disregard any offer 

that asks you to pay for a gift or prize. If it’s free 

or a gift, you shouldn’t have to pay for it. Free 

means free.

Social Networking Online

Social networking sites such as Xanga and 

MySpace are the hippest new “meet markets,” 

especially among tween, teens and 20-

somethings. While these sites can increase a 

person’s circle of friends, they also increase 

exposure to people with less-than-friendly 

intentions, including sexual predators. Visit 

onguardonline.gov to learn how to help your kids 

socialize safely online.

The FTC has many online publications about Internet 

usage topics including online auctions, e-mail, spam, 

shopping and privacy protection. Visit www.ftc.gov.

Investing

Investors today have a wide range of choices: stocks, 

bonds, mutual funds, Treasury securities (including 

savings bonds), options, commodities, commodity 

futures, real estate investment trusts (REITs), variable 

annuities and many more. You must investigate before 

you invest—and remember that every investment 

involves some degree of risk. These investments 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 can 

usually 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, 

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. Also, 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 118 and the chart on 

page 6 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.

34 To call or write an organization, use the directory (p. 60)

Internet • Investing
• Are there any tax advantages to a particular 

investment? U.S. Savings Bonds are exempt from 

state and local taxes. Municipal bonds are exempt 

from federal income tax and, sometimes, state 

income tax as well. For special goals, such as paying 

for college and retirement, tax-deferred investments 

are available that let you postpone or even eliminate 

payment of income taxes.

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)

• Weiss Ratings (www.weissratings.com)

For ratings of mutual funds, consult magazines such 

as Kiplinger’s Personal Finance, Money, Consumer 

Reports, Smart Money, and Worth.

For stocks, get a prospectus from the company that 

describes the investment and provides a history of 

performance over a period of years. The Securities 

and Exchange Commission requires public companies 

to disclose financial and other information to help you 

make sound decisions. You can find the text of these 

files at www.sec.gov/edgar.shtml. You can also call 

the SEC Toll-free Investor Information Service at 

1-800-SEC-0330 (732-0330) to obtain free publications 

and investor alerts, or to learn how to file a complaint.

Financial Brokers and Advisors

When selecting a broker or investment advisor, 

research the person’s education and professional 

history as well as the firm they work for. Ask:

• Have they worked with others who have 

circumstances similar to yours? 

• Are they licensed in your state? Your state 

securities regulator (p. 152) lists individuals 

and firms that are registered in your state. 

Ask if the regulatory office has any other 

background information.

• Have they had any run-ins with regulators or 

received serious complaints from investors? Call 

your local state securities regulator (p. 152). You can 

also check out the database of disciplinary actions 

maintained by the Securities Exchange Commission 

(p. 120) and the NASD (p. 164). The database is 

online at www.sec.gov/investor/brokers.htm or 

call NASD at 1-800-289-9999.

• How are they paid? Is it an hourly rate, a flat fee, or 

a commission that depends on the investments you 

make? Do they get a bonus from their firm for selling 

you a particular product?

• What are the fees for setting up and servicing 

your account?

If you are seeking more information or have an 

investment advisor problem that you are unable to 

resolve directly, you can contact the SEC (p. 120) 

or the NASD (p. 164).

Additional organizations that could also be helpful are: 

• www.Bankrate.com offers a semi-annual rating 

of the top online brokerage firms that trade stocks 

and mutual funds.

• www.Validea.com offers data on Wall Street analysts 

and their recent stock picks.

• The Commodity Futures Trading Commission (CFTC) 

provides consumer alerts and advisories in the 

“Consumer Protection” section at www.cftc.gov. 

The Commission oversees the Reparations Program 

that resolves disputes between commodity customers 

and commodity professionals. Through this program, 

you can institute “reparations” proceedings against 

commodity professionals registered with the 

Commission who you believe have violated the antifraud or other provisions of the Commodity Exchange 

Act. To ask a question, report information or submit 

a complaint, contact the CFTC (p. 107).

www.USA.gov www.pueblo.gsa.gov 35

Investing
• Both the North American Securities Administrators 

Association (p. 165) and the National Futures 

Association (p. 164) can offer helpful information.

Beware: Investment Fraud

Deceptive pitches for investments often 

misrepresent or leave out facts in order to 

promote fantastic profits with little risk. No 

investment is risk-free and a high rate of return 

means greater risk. Before investing, get written 

information such as a prospectus or annual 

report. Beware if a salesperson:

• Encourages you to borrow money or 

cash in retirement funds to invest

• Pressures you to invest immediately

• Promises quick profits

• Says that 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 like “guarantee,” “high return,” 

“limited offer,” or “as safe as a CD”

• Uses the phrase “this investment is IRA 

approved”

• Claims “off-shore investments are tax-free 

and confidential”

Phones

Many consumers are now able to choose both local 

and long distance phone service providers. These 

companies offer many optional services such 

as voicemail, call waiting, caller ID, paging, and 

wireless services.

Think about how you 

use the telephone, 

then you can compare 

services and prices. 

You might choose a 

package deal from 

one company or 

services from several 

companies.

• Who do you call most often?

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

• Do you want to get messages and if so, do you need 

voicemail or will an answering machine do?

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

• How important is it for you to have your telephone 

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. The nonprofit Telecommunications 

Research and Action Center (www.trac.org) offers 

information about long distance rates and wireless 

service.

The FCC (p. 118) offers consumer information about 

choosing a long distance carrier, understanding new 

phone fees and taxes, and more at www.fcc.gov/cib. 

The National Consumers League also maintains a web 

page (www.nclnet.org/phonebill/index.html) to help 

you understand phone charges and recognize fraud.

Compare plans and rates at: SaveOnPhone.com, 

LowerMyBills.com, ABTolls.com and 

PhoneBillCentral.org. Another website, 

10-10Phone rates.com, focuses on rates 

from 10-10 dial-around long distance services.

Beware: Slamming And Cramming

“Slamming” is the switching of your long distance 

or local telephone service without your permission—

it is illegal. You may not know you have been 

“slammed” until you find a different company name 

on your bill, or your phone charges are higher than 

normal. If you’ve been slammed:

• Ask your local phone company to switch you back to 

your original company at no charge.

• Tell the original company you’re switching back, and 

ask to be enrolled in your previous calling plan.

• Contact the company that slammed you—its name 

and number will be on your bill—and tell them you 

are exercising your right to refuse to pay charges.

If you’re unable to resolve your complaint, contact the 

FCC (p. 118).

“Cramming” occurs when companies add charges 

to your telephone bill for optional services you never 

agreed to, such as voicemail or “club memberships.” 

You may not notice these monthly charges because 

they are relatively small, $5 to $30, and look like your 

regular phone charges. 

36 To call or write an organization, use the directory (p. 60)

Investing • Phones
Take these steps to avoid slammers and 

crammers:

• Consider putting a “block” on changes to your 

phone service. Ask your telephone service provider 

if they offer a blocking service, which usually 

requires the company to notify you before making 

any changes to your service.

• Read the fine print on contest entry forms and 

coupons. You could be agreeing to switch your 

phone service or 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 might also say they are taking a survey or 

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.

• Examine your telephone bill carefully every month, 

including pages that show the details.

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. 127), 

state public utilities commission (p. 156), or the 

FCC (p. 118).

Prepaid Calling Cards

For information about prepaid cards (including 

calling cards) see page 4. For help finding the 

best deals on prepaid phone cards, try 

www.PhoneShark.com

900 Numbers

You can get all sorts of information and entertainment 

services by calling 900 numbers. These pay-per-call 

numbers are also used for surveys, contests and 

charitable fundraising. The “information provider” 

sets a price for the service and bills you through 

your local telephone company.

Unfortunately, con artists have added 900 numbers to 

their toolbox. Some use promises of gifts and prizes 

to try to get you to call. Others make phony offers to 

help you find a job or get out of debt. Some even claim 

to be about a family emergency. Be wary of contests, 

sweepstake offers, and messages that require you to 

call a 900 number. Also keep an eye on your monthly 

phone bill for any unfamiliar charges.

Both the FCC (p. 118) and the FTC (p. 119) have rules 

concerning pay-per-call numbers. Advertisements 

for pay-per-call services must tell you the cost of the 

call. This may be a flat rate, a per-minute charge, or 

calculated on some other basis. Any minimum or 

additional charges that you might have to pay must 

also be identified. If a call involves sweepstakes, 

prizes, or awards, the ad must give you the odds of 

winning and how you can enter without calling the 900 

number. Pay-per-call services cannot advertise directly 

to children under age 12 unless they are legitimate 

educational services.

If you have a dispute over a charge on your phone 

bill, notify your phone company, deduct the disputed 

charge, and pay the rest by the due date. You should 

hear back from the company within 40 days, and the 

problem should be resolved within 90 days. If the 

charges appear on your credit card statement, see 

Credit Billing Disputes (p. 13).

You may have other rights according to state law. 

Check with your state or local consumer protection 

agency (p. 127) or state utility commission (p. 156).

To prevent 900 number calls from being made from 

your phone number, request “blocking” from your 

local phone company. Some companies charge for 

this service.

Cell Phones And Wireless Devices

Cell phones can be very convenient, but before you 

sign a contract for wireless phone service, you will 

want to ask a number of questions.

• Where can you make and receive calls? Most 

providers now promote their plans as local, regional 

or national. A local plan offers a low-cost option if 

most of your calls are near home. Regional plans 

generally offer a much 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. Roaming and long distance 

charges are replaced by a single, predictable flat rate. 

• How frequently will you use the phone? If you 

just want a phone for emergencies, an economy 

plan with a few minutes a month might be all that 

you need. On the other hand, if you are going to be 

a heavy user, a plan with several free hours and the 

lowest airtime charge is a wiser choice. 

• Is a family plan option available? Instead of 

individual cell phone plans for each member of 

the family, you can share one cellular service plan 

among several phones. Everyone shares the same 

pool of monthly minutes. The cost of the additional 

numbers per month is usually less than if you 

purchased individual accounts. 

• Is the technology digital or analog? Digital 

service is clearer and more secure than analog but 

coverage can be spotty. Analog networks have 

greater coverage, especially in rural areas. 

If you want digital service, make sure your cellular 

www.USA.gov www.pueblo.gsa.gov 37

Phones

Phones
company has a “roaming” agreement that lets your 

phone work on an analog system when you are 

outside digital range. But beware roaming can be 

expensive, and it requires a “dual mode” phone.

• Is there a trial period during which you can test 

the service? Many people experience dead spots 

where a cell phone doesn’t work. A trial period lets 

you test your service in places where you will be 

using it, for example, in your office, in all the rooms 

of your house, in your car, and in other places where 

you travel.

• Are there any fees or limits on changing your 

plan? Some providers charge a fee if you want to 

downsize or upgrade your plan. Others limit how 

often you can make changes.

• What happens 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.

Pay-As-You-Go Plans

If you want cell phone service only for emergencies 

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

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

prepaid cell phone before you commit to a long-term 

wireless contract. With a prepaid cell phone, there is 

no contract to sign and no monthly bill to worry about. 

You will know exactly how much you spend. The down 

side of prepaid plans is that you pay more per minute, 

and if you don’t use the phone for an extended period 

of time, you could lose the money in your account.

Voice Over Internet Protocol (VoIP)

Voice over Internet Protocol (VoIP), an emerging 

technology that allows consumers to make telephone 

calls using a broadband Internet connection instead 

of a regular (or analog) phone line, could be a useful 

telecommunications alternative in many rural areas. 

Some VoIP services only work using special VoIP 

phones, while other services allow you to use a 

traditional phone with an adaptor. Today, many VoIP 

services are marketed to consumers as a substitute for 

traditional telephone service. For more information on 

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

Personal Digital Assistant (PDA)

A Personal Digital Assistant is a handheld device 

that combines computing, telephone/fax, Internet and 

networking features. A typical PDA can function as a 

cellular phone, fax sender, web browser and personal 

organizer. Unlike portable computers, most PDAs 

began as pen-based, using a stylus rather than a 

keyboard for input. This means that they incorporated 

handwriting recognition features. Some PDAs can 

also react to voice input by using voice recognition 

technologies. Today, PDAs are available 

in either a stylus or keyboard version.

BlackBerry

BlackBerry combines e-mail, mobile phone, short 

message service (SMS), organizer, contacts and web 

browser in one mobile device. The “push” technology 

automatically sends e-mail to your BlackBerry 

device from your e-mail accounts. BlackBerry is 

currently available in the United States, Canada 

and the United Kingdom. There are many different 

BlackBerry devices from which to choose. In addition, 

many handheld devices and mobile phones have 

BlackBerry technology built in, so they can offer 

BlackBerry applications to their customers. Most 

telecommunications companies offer BlackBerry 

enabled devices. Ask your provider for more 

information or visit www.blackberry.com for where 

to buy.

Protect Your Identity

Identity thieves are getting more sophisticated every 

day. They can steal your mail, get your personal 

information through e-mail or by phone, capture 

information on a data storage device, take your purse, 

rummage through your trash, get your credit report 

through unauthorized access; the list just keeps 

getting longer. Once they have your information, they 

use your name, Social Security number, credit card 

number, or other personal information to commit fraud 

or theft. They might:

• Run up charges on your credit card accounts

• Open new credit accounts or cellular phone service 

using your name 

• Open a bank account in your name and write bad 

checks on it

• Create counterfeit checks or credit or debit cards, 

or authorize electronic transfers in your name, and 

drain your bank account

• Buy a car by taking out an auto loan in your name

• Get identification such as a driver’s license issued 

with their picture in your name

• Call your credit card issuer to change the billing 

address on your account. The imposter then runs up 

charges on your account. Because the bills are being 

sent to a different address, it may be some time 

before you realize there’s a problem.

Problems that result, such as unpaid bills, are 

reported on your credit report. See Credit Reports 

and Scores (p. 12).

38 To call or write an organization, use the directory (p. 60)

Phones • Protect Your Identity
Preventing Identity Loss

You can reduce the chance a con artist can go on a 

spending spree with your money or steal your identify 

by taking the following precautions:

• Give your Social Security number only when 

absolutely necessary. Ask to use other types 

of identifiers when possible. If your state uses 

your SSN as your driver’s license number, ask to 

substitute another number.

• Sign credit/debit cards when they arrive. It’s harder 

for thieves to forge your signature.

• Carry only the cards you need. Extra cards increase 

your risk and your hassle if your wallet is stolen.

• Keep your PIN numbers secret. Never write a PIN 

on a credit/debit card or on a slip of paper kept with 

your card.

• Avoid obvious passwords. Avoid easy-to-find names 

and numbers like your birthday and phone number.

• Store personal information in a safe place at home 

and at work.

• Don’t give card numbers to strangers. Confirm 

whether a person represents a company by calling 

the phone number on your account statement or in 

the telephone book.

• Watch out for “shoulder surfers.” Use your free 

hand to shield the keypad when using pay phones 

and ATMs.

• Beware of blank spaces. Draw a line through blank 

spaces on credit slips. Never sign a blank slip.

• Keep your receipts. Ask for carbons and incorrect 

charge slips as well.

• Destroy documents with account information. 

Stop thieves from finding information in the trash 

by tearing up or shredding receipts, credit offers, 

account statements, expired cards, etc. 

• Protect your mail. Ask your local U.S. Postal Service 

to put your mail on hold when you are traveling and 

can’t pick it up. 

• Make life difficult for hackers. Install firewalls and 

virus-detection software on your home computers. If 

you have a high-speed Internet connection, unplug 

the computer’s cable or phone line when you aren’t 

using it.

• Keep a record of your cards and accounts. List 

numbers, expiration dates and contact information 

in case there is a problem.

• Pay attention to your billing cycles. A missing bill 

could mean a thief has taken over your account.

• Promptly compare receipts with account statements. 

Watch for unauthorized transactions. Shred receipts 

after verifying the charge on your monthly statement.

• Check your credit report once a year. Check it more 

frequently if you suspect someone has gotten 

access to your account information. See Credit 

Reports and Scores (p. 12).

Despite these precautions, problems can still happen. 

If a card is missing or you suspect another problem, 

notify the company immediately. See Lost and Stolen 

Credit Cards (p. 11) and ATM/Debit cards (p. 3).

Reporting Identity Theft

Identity theft is a serious crime that should be 

reported. If you become an ID theft victim, file a 

report with 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. 12) and ask them to flag your account with 

a fraud alert, which asks merchants not to grant new 

credit without your approval. Close your accounts, call 

the security or fraud departments of each company 

and follow up in writing with copies of supporting 

documents.

To simplify the lengthy credit-repair process, the FTC 

now offers an ID Theft Affidavit you can use to report 

the crime to most of the parties involved. Request a 

copy of the form by calling toll-free 1-877-ID-THEFT 

(438-4338) or visiting www.consumer.gov/idtheft. All 

three credit bureaus and many major creditors have 

agreed to accept the affidavit. 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).

Protect Your Privacy

Getting a credit application approved, transferring 

money from one account to another, renewing your 

driver’s license, getting a prescription from your 

doctor at your local pharmacy. Think about how easily 

and quickly you can do these things today. A downside 

of this convenience is that there are so many places 

and opportunities for your personal information to be 

changed, stolen or reported inaccurately. Help prevent 

this misuse with 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 they provide the 

level of privacy you want.

• Ask what information will be collected and how 

it may be used. Only do business with those with 

privacy practices that meet your approval.

www.USA.gov www.pueblo.gsa.gov 39

Protect Your Identity • Protect Your Privacy

Phones
• Never give anyone your passwords or PIN

numbers. Con artists might try to trick you into 

giving this information.

• Do not give personal information to those 

you don’t know. A credit card number, savings 

or checking account number, or Social Security 

number in the wrong hands can be used to steal 

from you or to steal from others in your name. 

See Protect Your Identity (p. 38).

• Don’t give retailers information that isn’t 

required. You don’t have to give numbers other 

than the one you are using for payment. Some states 

bar merchants from asking consumers to provide 

additional information on checks or credit card slips. 

At the supermarket, find out whether a clerk can 

give you the discount without using the store’s 

discount card.

• Be selective about what you put on warranty 

registration forms. The company only needs the 

purchase date, model/serial numbers, and how 

you can be contacted if there is a product recall. 

Questions not related to your purchase such as 

your income and hobbies can be ignored.

• Talk about 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. 127) to find out whether there are any state laws 

that help protect your privacy. Some companies and 

industry groups have also adopted voluntary policies 

that address privacy concerns.

Financial Privacy

The Federal Deposit Insurance Corporation (p. 118) 

and other federal regulators require banks, insurance 

companies, brokerage firms and certain businesses 

that share financial information to tell you their privacy 

policies. They must give you this information when you 

open an account, and at least once every year after. 

They must include:

• 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 actual account 

numbers may not be shared with third parties for 

marketing purposes.

Your credit information has additional privacy 

protections under the Fair Credit Reporting Act. Only 

people with a legitimate business need can get a copy 

of your report. An employer can only get your report 

with your written consent. For more information about 

your rights under this federal law and to find out how 

you can get a copy of your credit reports, see Credit 

Reports & Scores on page 12.

Medical Privacy

People also give personal information to their 

doctors, which is shared with insurance companies, 

pharmacies, researchers, and employers based 

on specific regulations. The privacy of your health 

records is protected by federal law (the Health 

Insurance Portability and Accountability Act, 

also known as HIPAA), which:

• Defines your rights over your health information

• Sets rules and limits on who is allowed to receive 

and/or see your health information

The U.S. Department of Health and Human 

Services Office for Civil Rights (www.dhhs.gov/ocr or 

1-800-369-1019) is an excellent resource for complete 

details and advice about the HIPPA ruling. Along 

with fact sheets and educational materials, the OCR 

also provides a listing of resources for consumers, 

providers and advocates. 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 can file written complaints with OCR. 

The Medical Information Bureau (MIB) is a data bank 

used by insurance companies that collects and shares 

information. You can request a copy of your file to be 

sure the information is accurate by writing to MIB, Inc., 

PO Box 105, Essex Station, Boston, MA 02112 or call 

toll free 1-866-692-6901 (TTY: 1-866-346-3642). There

is a fee to obtain a copy of your file.

For more information on how the federal government protects your personal health information, 

visit the website of the Health Privacy Project 

(www.healthprivacy.org) or My Health Privacy 

(nclnet.org/healthprivacy/index.htm) created by 

the National Consumers League.

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 13. For 

more information, contact the FTC (p. 119) or click 

on Kids Privacy at www.ftc.gov.

40 To call or write an organization, use the directory (p. 60)

Protect Your Privacy
Online Privacy

Protecting your privacy on the Internet must be tackled 

from several angles. First, follow the general advice on 

protecting your privacy. Next, make sure you only use 

websites with acceptable privacy policies.

• Look for a privacy policy statement or seal that 

indicates the site abides by privacy standards. 

Take time to read how your privacy is protected.

• Look for signals that you are using a secure web 

page. A secure site encrypts or scrambles personal 

information so it cannot be easily intercepted. 

Signals include a screen notice that says you are on 

a secure site, a closed lock or unbroken key in the 

bottom corner of your screen, or the first letters of 

the Internet address you are viewing changes from 

“http” to “https.”

A relatively new threat to your privacy is spyware, 

which is sneaky software that rides its way onto 

computers during the download of screensavers, 

games, music and other applications. Spyware sends 

information about what you’re doing on the Internet 

to a third-party usually to target you with pop-up ads. 

You will need to install anti-spyware to stop this new 

threat to your privacy. For more information, see 

Safer Computing on page 31.

Shopping From Home

You can order all kinds of things from the comfort of 

your home using the telephone, mail, or a computer. 

But along with this convenience come common 

complaints of late delivery, shipment of wrong or 

damaged items, and hidden costs. To avoid problems 

and to make it easier to resolve them, be sure you 

follow the advice in the Before You Buy checklist (p. 2). 

In addition:

• Be wary of post office boxes and sellers in other 

countries. It may be difficult to find the seller to 

resolve a problem later.

• Know the total price. Make sure it includes all 

charges, shipping, handling, insurance and taxes. 

Coupons and other discounts should be properly 

deducted.

• Make sure you are clear on what you are buying.

Watch for words like “refurbished,” “reconditioned,” 

“close-out,” or “discontinued.”

• Give your credit card, debit card, or bank 

account number only if you’re using that 

account to pay, never to prove your identity.

• Keep a record of your purchase. Keep track of 

what you ordered, when, the price, and how you paid 

(check, money order, charge, etc.). Also save any 

information the seller gives you such as product 

description, delivery date, cancellation policy, 

privacy policy, warranties, and order confirmation 

numbers. 

• Keep track of your order. If it’s late, see below: 

Your Rights: Shopping from Home.

Your Rights: Shopping From Home

When you order something by mail, phone, fax or 

computer, the Federal Trade Commission requires 

the company to:

• Ship the merchandise within the time promised, or if 

no specific delivery time was stated, within 30 days 

of receiving your order

• Notify you if the shipment cannot be made on time 

and give you the choice of waiting longer or getting 

a refund

• Cancel your order and return your payment if the 

new shipping date cannot be met, unless you agree 

to another delay

If you cancel, your money must be refunded within 

7 days (or your account must be credited within one 

billing cycle if you charged the order). The company 

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

charge account with the merchant at the same time 

that you placed your order, the company has an extra 

20 days to ship the merchandise to allow time for 

processing your application.

These FTC rules only apply to the first shipment of 

magazine subscriptions or other merchandise that you 

receive repeatedly. Orders for services (for example, 

photo finishing), sale of seeds and growing plants, 

collect-on-delivery (C.O.D.) orders, and transactions 

www.USA.gov www.pueblo.gsa.gov 41

Protect Your Privacy • Shopping From Home
such as books and music clubs are covered by a 

different FTC rule. There could also be laws or 

regulations in your state that apply. Report suspected 

violations to your state or local consumer protection 

agency (p. 127) and to the FTC (p. 119).

Beware: Charitable Giving

Investigate before you donate. Some con artists 

use names similar to well-known charities or 

pretend to raise money for state or local law 

enforcement agencies.

• Ask for written information, including how 

much of the money raised is actually used for 

charitable purposes.

• Ask your Secretary of State if the charity is 

registered to solicit in your state.

Check the Better Business Bureau (p. 65) and 

others for information on charities: www.give.org, 

www.charitywatch.org, and www.guidestar.org. 

See also Youth Peddling (next column).

3-Day Cooling-Off Rule

When you buy something at a store and later change 

your mind, your ability to return the merchandise 

depends upon store policy. If you buy an item in 

your home you might have three days to cancel. This 

Cooling-Off Rule also applies to purchases of $25 or 

more at your workplace and places rented by a seller 

on a temporary basis, such as hotel or motel rooms, 

convention centers, fairgrounds and restaurants. 

Enforced by the Federal Trade Commission (p. 119), 

the Cooling-Off Rule requires sellers to tell you that 

you have three business days after the sale to change 

your mind. At the time of the sale, the seller must give 

you two dated copies of a cancellation form (one to 

keep and one to send) and a copy of your contract or a 

receipt showing the salesperson’s name and address 

and explaining your right to cancel. The contract or 

receipt must be in the same language that’s used in 

the sales presentation.

To cancel a purchase, sign and date one of the 

cancellation notices and send it by certified mail 

postmarked before midnight of the third business day 

following the sale. Saturday is considered a business 

day, but Sunday and legally recognized holidays are 

not. Keep the other notice of cancellation for your 

records. If you were not provided with this form at the 

time of the sale, your three-day period doesn’t start 

until you receive it from the seller. You can also write 

your own letter to cancel the order.

Once you have canceled, you must be given a refund 

within 10 days. The seller must notify you of the date 

for product pick up, and return of any trade-ins you 

gave as a down payment. Within 20 days, the seller 

must either pick up the items, or reimburse you for 

mailing expenses.

Be aware that there are situations in which the 

Cooling-Off Rule does not apply:

• You made the purchase entirely by mail or telephone.

• The sale was the result of prior contact you had at 

the seller’s permanent business location.

• You signed a document waiving your right to cancel.

• 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 it was when you got it. 

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

civic center, or school.

Remember that 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 Billing Disputes on page 13.

Beware: Youth Peddling

Some for-profit companies use young 

salespersons to sell magazines and other items 

door-to-door. They trick consumers into believing 

they are collecting money for legitimate charities 

because consumers tend to support young 

persons and youth programs. If a young person 

solicits you, ask for identification verifying the 

organization’s name, address and purpose. If the 

representative can’t provide this information, ask 

him or her to leave. Report suspicious people to 

your local police department and/or contact the 

child labor division of your state labor department 

listed in the phone book. Even if you are satisfied 

with the information provided, don’t feel 

pressured to make a purchase or contribute. 

See also Charitable Giving (previous column).

Telemarketing & Junk Mail

Junk mail. Phone calls just when you sit down to eat. 

Pop-up ads when you’re surfing the Net. What can you 

do about all these ads that waste your time and hassle 

you? 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.

42 To call or write an organization, use the directory (p. 60)

Shopping From Home • Telemarketing & Junk Mail
• Utilize the services provided by the Direct Marketing 

Association to remove you from most national 

telemarketing, mail and e-mail lists (p. 162).

• 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 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 it is not a bill. Report violations of this rule to 

the USPS (p. 121).

How To Put Your Number In The

Do Not Call Registry

To register, visit www.donotcall.gov or call 

1-888-382-1222 from the phone you want to 

register.

Do Not Call Registry

The federal government’s National Do Not Call 

Registry is a free and easy way to reduce telemarketing 

calls to your home. Your number will stay in the 

registry for five years unless you take it off the 

registry. After five years, you will be able to renew your 

registration. If you get restricted telemarketing calls 

after your number has been in the national registry 

for three months, you can file a complaint at 

www.donotcall.gov or by calling 1-888-382-1222.

Placing your number on this national registry will stop 

most telemarketing calls, but not all of them. Calls 

from political organizations, charities and telephone 

surveyors are still permitted. So are some calls 

concerning insurance. Organizations with which you 

already have a relationship can call you for up to 18 

months after your last purchase, payment or delivery. 

Companies to which you have made an inquiry or 

submitted an application can call you for up to three 

months. You can stop these calls by asking the 

company to put your number on its own do not call list. 

You can also tell each telemarketer who calls to put 

you on that company’s do not call list. Note the name 

of the person you spoke with, the organization, and 

the date of the call. The Federal Communications 

Commission requires telemarketers (except taxexempt nonprofit organizations) to maintain a record 

of your request not to receive future telephone calls. 

The record must be maintained for 10 years. If you get 

another call from the same person or organization, 

report the date and source to the FCC (p. 118).

Consider screening any calls that are still slipping 

through by using an answering machine. You can 

listen to the caller and decide whether you want to 

pick up. Your local telephone company may also offer 

services (such as Caller I.D.) that allow you to see the 

name and number of the person calling you.

Some states have their own do not call lists for 

residents. Contact your state consumer protection 

office (p. 127) to find out if your state has such a list 

and how you can be added.

Pre-recorded Messages

The Federal Communications Commission regulates 

calls using artificial or pre-recorded voice messages. 

They may not be made to residential telephone 

numbers except in the following cases:

• Emergency calls needed to ensure your health 

and safety

• Non-commercial calls

• Calls which 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

The beginning of the message must identify who 

is calling. During or after the message, the caller’s 

telephone number or address must be given. The 

phone number cannot be that of the auto dialer or 

pre-recorded message player that placed the call. It 

also cannot be a 900 number or any other number with 

charges that exceed local or long distance charges.

The called party’s telephone line must be released 

within five seconds of the time that the calling system 

receives notification the party has hung up. Your local 

telephone company can tell you if there is a delay 

before you can get a dial tone again in your area. 

Submit suspected violations to the FCC (p. 118).

Sales Calls

There is a Federal Trade Commission rule that 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 the goods or services

• Tell you if they don’t allow refunds, exchanges or 

cancellations

www.USA.gov www.pueblo.gsa.gov 43

Telemarketing & Junk Mail
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 a.m. or after 9 p.m.

• 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 if 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. Be aware that certain types of businesses, 

including nonprofit organizations, investment brokers 

and advisors, banks and financial institutions, are 

exempt from the rule. File complaints concerning this 

rule with FTC (p. 119).

New Rules For Junk Faxes

The Federal Communications Commission has 

recently modified its provision against junk faxes. 

Most unsolicited advertisements faxed to you 

without your prior written permission are still 

prohibited. However, organizations that have an 

established business relationship with you may 

send you unsolicited faxes. Any unsolicited fax 

must contain an opt-out option on the first page. 

Companies must comply with your opt-out wishes 

within 30 days.

For more information about junk faxes, visit 

www.fcc.gov/cgb/consumerfacts/unwantedfaxes.html

Vishing

“Vishing” is the use of fraudulent telephone calls, 

using pirated recordings of telephone services from 

well-known financial institutions. The object is to trick 

you into believing that your bank is calling to confirm 

personal information such as account numbers, PINS 

and passwords. Your answers are recorded and the 

information is then used for identity theft (p. 38).

If you get a telephone call from someone who says 

they are with your bank and/or credit company and 

they ask you to provide or confirm any personal 

information:

• Do NOT answer any questions.

• Hang up immediately.

• Call your bank or credit company directly and tell 

them what happened.

Beware: Contests And Sweepstakes

Don’t pay if you are asked to give money to claim a 

prize or get something else free. If you have really 

won a sweepstakes, you pay taxes directly to the 

government, not through the company. Beware of 

invitations that include phrases like:

“You have been specially selected...”

“You have won...”

“A new car! A trip to Hawaii! $2,500 in cash!”

“Yours, absolutely free! Take a look at our...”

“Your special claim number lets you...”

“All you pay is postage, handling, taxes...”

Travel

Whether reserving a hotel room, buying plane tickets 

or making other travel arrangements, these tips will help 

you get a deal that delivers what you are 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 often offer 

better rates on days when they expect fewer people. 

After you get a fare quote from an airline, ask if you 

could save money by leaving a day earlier or later, by 

taking a different flight on the same day, or 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 a member 

in good standing. Contact your state or local 

consumer protection agency (p. 127) and the 

Better Business Bureau (p. 65) to find their 

complaint history.

• Comparison shop. Determine the complete cost 

of the trip in dollars, including all service charges, 

taxes, processing fees, etc. 

• Beware of unusually cheap prices and freebies.

It could be a scam and you could end up paying more 

than the cost of a regular package tour. 

• Make sure you understand the terms of the deal.

If you’re told that you’ve won a free vacation, ask 

if you have to buy something else 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.

44 To call or write an organization, use the directory (p. 60)

Telemarketing & Junk Mail • Travel
• Ask about cancellation policies. You may want 

to look into trip insurance for added protection. 

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 and dates.

• Pay by credit card. It’s not unusual to make a 

deposit or even pay in full for travel services before 

the trip. A credit card gives you the right to dispute 

charges for services that were misrepresented or 

never delivered. If a travel agent or service provider 

tells you that 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 Billing Disputes on page 13.

In some states, travel sellers have to be registered and 

insured. Advance payments for travel must be placed 

in an escrow account until the services are provided. 

Prizes or “free” gifts may also be regulated. Contact 

your state or local consumer protection agency 

(p. 127) to find out about your rights and how to 

file complaints. The American Society of Travel 

Agents (p. 161) will also help resolve disputes 

with member agents.

Resolving Air Travel Problems

No matter how well you plan, you may encounter these 

common air travel hassles.

Delayed And Cancelled Flights

Airline delays caused by bad weather, traffic control 

problems, and mechanical repairs are hard to predict. 

If your flight is canceled, most airlines will rebook you 

on the earliest flight possible to your destination, at 

no additional charge. If you’re able to find a flight on 

another airline, ask the first airline to endorse your 

ticket to the new carrier. This could save you a fare 

increase, but there is no rule requiring them 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 if 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 that they fill out a form and give you a copy, 

even if they say the bag will be on the next flight. 

• Get the name of the person who filled out the form 

and a phone number for follow up. 

• 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 would be reimbursable, and keep 

all receipts.

If a suitcase arrives damaged, the airline will usually 

pay for repairs. If an item can’t be fixed, they will 

negotiate to pay you its depreciated value. The same is 

true for belongings packed inside. Of course, airlines 

may refuse to pay for damage if it was caused by your 

failure to pack something properly rather than the 

airline’s handling.

Be Wise While You Wait

While waiting for your flight, remember 

to follow these important recommendations:

• Watch your luggage and belongings at all times

• Do NOT accept packages from strangers

• If you see unattended baggage or packages 

anywhere in the airport terminal or parking area, 

report them immediately to a security officer 

or authority

• Report any suspicious activities to airport 

security

• Do NOT joke about having a bomb or firearm

• Do NOT discuss terrorism, weapons, explosives 

or threats while going through the security 

checkpoint

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 delayed, lost and 

damaged baggage, however, they must prominently 

display a sign that explains the limit. Generally, the 

maximum an airline pays on lost bags and their 

contents is limited to $2,800 per passenger on 

domestic flights, and $1,000 per passenger for 

checked baggage on international flights.

If the airline’s offer doesn’t fully cover your loss, check 

your homeowner’s or renter’s insurance to see if it 

covers losses away from home. Some credit card 

companies and travel agencies also offer optional or 

even automatic supplemental baggage coverage.

On those trips when you know you’re carrying more 

than the liability limits, you may want to ask about 

purchasing “excess valuation” from the airline when 

you check in. Of course, there is no guarantee the 

airline will sell you this protection. The airline may 

refuse, especially if the item is valuable or breakable.

www.USA.gov www.pueblo.gsa.gov 45

Travel
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 

could be “bumped” or left behind against your will. 

Whether you are bumped or not may depend on when 

you officially check-in for your flight, so try to arrive 

early. The U.S. Department of Transportation requires 

airlines to ask people to give up their seats voluntarily, 

in exchange for compensation. Airlines decide what to 

offer volunteers, such as money, a free trip, food 

or lodging.

Federal rules protect you if you are “bumped” on most 

flights within the United States and on outbound 

international flights. 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 one hour of your original arrival 

time, you may be entitled to an on-the-spot payment 

as compensation. 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.

Protect Your Valuables

The only way to be sure your valuable 

possessions are not damaged or lost is to carry 

them onboard and keep them with you. Items 

you should plan to pack in your carry-on luggage 

include:

• Small valuables (such as cash, credit cards, 

jewelry, cameras, personal computers)

• Critical items (medicine, keys, passport, 

business papers)

• Irreplaceable items (manuscripts, heirlooms)

• Fragile items (eyeglasses, glass containers)

Passports

A passport is an internationally recognized travel 

document that verifies the identity and nationality 

of the bearer. A valid U.S. passport is required to 

enter and leave most foreign countries. Only the U.S. 

Department of State (p. 115) has the authority to grant, 

issue or verify U.S. passports.

The Passport Services Office provides information 

and services to American citizens about how to obtain, 

replace or change a passport. To obtain a passport for 

the first time, you need to go in person to one of 7,000 

passport acceptance facilities located throughout the 

United States with:

• Two identical photographs of yourself that meet 

certain specifications

• Proof of U.S. citizenship

• A valid form of photo identification 

(such as a driver’s license)

Acceptance facilities include many federal, state and 

probate courts, post offices, some public libraries and 

a number of county and municipal offices. There are 

also 13 regional passport agencies, and one Gateway 

City Agency, which serve customers who are traveling 

within two weeks (14 days), or who need foreign visas 

for travel. Appointments are required in such cases.

For more information on how to get or renew your 

passport, visit travel.state.gov/passport or call the 

National Passport Information Center (p. 115). 

Requirements For Passports Are

Changing

The Intelligence Reform and Terrorism Prevention 

Act of 2004 requires that by Jan. 1, 2008, travelers 

to and from the Caribbean, Bermuda, Panama, 

Mexico and Canada must have a passport or other 

secure, accepted document to enter or re-enter 

the U.S.

It is anticipated that the new rule will be applied 

in two phases:

• Jan. 8, 2007: Applied to all air and sea travel 

to or from Canada, Mexico, Central and South 

America, the Caribbean, and Bermuda.

• Dec. 31, 2007: Requirement extended to all 

land border crossings, as well as air and 

sea travel.

Travel Safety

Several federal agencies offer advice and information 

on the Internet that can help insure you have a safe 

trip.

• The U.S. Department of Transportation

(p. 115) at www.dot.gov offers airline, highway and 

rail safety information. For example, you can look up 

crash-safety reports on cars or find out how weather 

is affecting air travel and road conditions.

46 To call or write an organization, use the directory (p. 60)

Travel
• The Transportation Security Administration

(p. 112) at www.tsa.gov has advice on safe travel 

by air, land and sea. For example, they post tips on 

dealing with airline security checks, traveling with 

kids, and warnings on prohibited items. Click on 

Travelers and Consumers.

• The U.S. Department of State (p. 115) at 

www.state.gov/travel provides information on 

what to do before, during, and when you return 

from a trip overseas. You can also get warnings 

on locations to avoid and what to do in an 

overseas emergency.

• The Centers for Disease Control and Prevention

(p. 111) at www.cdc.gov/travel offers health-related 

travel information. You can research vaccination 

requirements, find information on how to avoid 

illnesses caused by food and water, and review 

inspection scores on specific cruise ships.

Pack Smart For A Safe Flight

It’s important to pack smart. Many common items 

that we use every day at home can become very 

dangerous when transported by air. In flight, 

variations in temperatures and pressures can 

cause items to leak, emit toxic fumes, or start 

a fire. If in doubt, don’t pack it. To find a list of 

prohibited items, go to www.tsa.gov or call 

1-866-289-9673.

TV

Cable/Satellite

Aside from an off-air antenna, cable and satellite are 

currently the only ways to get TV signals into your 

home. Most households subscribe to cable, and it’s 

still the only way to receive all local programming 

including major network channels such as ABC, 

CBS, NBC, Fox and PBS. Cable companies typically 

offer various plans for service and you choose the 

package you prefer, from limited basic to the most 

comprehensive. Premium channels, such as HBO or 

ShowTime, are also offered, as well as pay-per-view 

programming.

With added services and little direct competition, the 

costs of cable have continued to rise. In most areas of 

the country, subscribers don’t have a choice of cable 

service providers. Prices tend to be lower in locations 

where several companies are competing.

With satellite TV, you’ll need a dish that’s mounted 

outside (service requires an unobstructed view of 

the satellite) and a receiver that’s placed by your

television. You can expect high quality picture and 

superior sound, up to 200 channels, along with 

commercial-free CD-quality music channels. 

Local channels are available at an added cost 

in many areas.

Digital Television (DTV)

Digital television (DTV) is an entirely new technology 

that will replace today’s analog television system. 

There are currently three levels of DTV quality:

• Standard Definition TV (SDTV) is the basic level 

of quality display and resolution. 

• Enhanced Definition Television (EDTV) is a 

step up from analog TV, and provides better picture 

quality than SDTV.

• High Definition TV (HDTV) sets new standards 

for sound and provides the highest 

resolution and picture quality of all 

digital broadcast options. 

How To Choose?

• Analog Cable: If you only watch TV 

occasionally and are satisfied with the channel 

selection you’ve had for years, analog cable, 

with its comparatively low monthly bill, is the 

way to go. However, this technology has a 

limited life span, and could be obsolete by the 

end of the decade. Stormy weather or freezing 

temperatures can interfere with reception. 

• Digital Cable: If you want more channels 

and/or better picture and sound quality, you 

can upgrade to digital cable for a higher price. 

Costs for service have risen steadily since there 

is usually only one provider in an area and no 

competition.

• Satellite: If you want more programming 

choices, especially for movies, sports and 

foreign-language programs, as well as 

superior picture and sound quality, satellite 

is a good option. However, reception is 

prone to interference from heavy rain or 

snow. Requirements include a south-facing 

surface for mounting the dish. The two major 

U.S. satellite TV providers use incompatible 

equipment; if you change services, you’ll need 

to change the dish and box.

Today most people have analog televisions, but a 

major transition is in progress. The target deadline 

for the end of analog broadcasting is Feb. 17, 2009. All 

broadcast stations in the country have temporary use 

of a second, separate channel so they can transition 

from analog broadcasting to digital.

www.USA.gov www.pueblo.gsa.gov 47

Travel • TV
When analog broadcasting ends, consumers with 

analog sets will need to obtain separate converter 

boxes or purchase DTV equipment to watch over-theair TV. Converter boxes will be available in retail stores 

at that time. Even with a set-top converter box, your 

current analog TV will not display the full picture 

quality of DTV. 

You’ll need a DTV set or separate DTV receiver 

and a digital display monitor to experience the full 

picture quality.

Beginning in 2008, your household may be able to 

obtain up to two coupons worth $40 each toward 

the purchase of converter boxes. The National 

Telecommunications and Information Administration 

(NTIA) has responsibility for administering the coupon 

program, and will issue rules about the coupons in 

the future.

Additional information can be found at 

www.ntia.doc.gov or by calling the NTIA 

at 202-482-7002.

Utilities

In many states, consumers can choose their telephone 

and energy service provider. Contact your state utility 

commission (p. 156) to find out whether you have a 

choice. Some commissions will provide you a list of 

service providers and advice on making a choice. Most 

state utility commissions will also take any complaints 

you have concerning utility sales and service. 

Electricity And Natural Gas

If you have a choice of suppliers, ask:

• How much will it cost? How long can I depend on 

this rate? Are there any other fees I will be charged?

• Are there any other terms or conditions?

For example, is there a fee if I cancel my agreement 

before the service period is up?

• Who do I contact if I have a problem?

Do you have a local customer service office?

Want To Save Money On Your

Energy Bills?

The U.S. Department of Energy offers The 

Consumer’s Guide to Energy Efficiency and 

Renewable Energy (p. 110).

Water

The majority of consumers rely on local utilities to 

provide a safe and ample supply of water. Your local 

water agency is responsible for sending you an annual 

Consumer Confidence Report that should list the 

source of your water, what contaminants might be 

in the water, and information on the safety levels of 

contaminants and their effects on health.

For more information call the Environmental Protection 

Agency’s Safe Drinking Water Hotline (p. 118).

Wills & Funerals

Planning For The End Of Life

It’s unfortunate how many people believe that estate 

planning is only for the wealthy. People at all economic 

levels benefit from an estate plan. Upon death, an 

estate plan legally protects and distributes property 

based on your wishes and the needs of your family 

and/or survivors with as little tax as possible.

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 than what you would like.

It may help to get legal advice when writing a will, 

particularly when it comes to understanding all the 

rules of the estate disposition process in your state. 

For information about legal issues, see page 51. In 

some states, for instance, there is a communityproperty law that entitles 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.

48 To call or write an organization, use the directory (p. 60)

TV • Utilities • Wills & Funerals
Rules To Remember

When Writing A Will

• In most states, you must be 18 years 

of age or older.

• A will must be written in sound judgment and 

mental capacity to be valid.

• 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 these can safeguard against any

 claims that your will is invalid. To be valid, 

you must sign a will in the presence of at least 

two witnesses.

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 could be 

helpful to consult an attorney to help with the probate 

process or offer legal guidance. 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 

their 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 

being named in a will 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.

Take Another Look

Once you’ve completed a will, it’s a good idea 

to review it from time to time, and consider 

changes if:

• The value of your assets changes

• You marry, divorce or remarry

• You have a child

• You move to a different state

• The executor of your will dies or becomes 

incapacitated or your relationship changes

• One of your heirs dies

• The laws affecting your estate change

Funerals

One of the most expensive purchases many 

consumers will ever make is the arrangement of a 

funeral. A traditional burial, including a casket and 

vault, costs about $7,000. Extras such as flowers, 

obituary notices, cards and limousines, can add 

thousands of dollars more. At such a highly emotional 

time, people are often convinced that their decisions 

reflect how they feel about the deceased and could 

spend more than necessary. 

Most funeral providers are professionals who work 

to serve their clients’ needs and best interests. 

Unfortunately, some do not. They could take 

advantage of clients by insisting on unnecessary 

services, marking up prices and overcharging. That’s 

why there is a federal law, called the Funeral Rule, 

which regulates the actions of funeral directors, 

homes and services.

The Funeral Rule

A federal law makes it easier for you to choose 

only the goods and services you want or need 

when planning a funeral, and to pay only for 

those you select. The Funeral Rule, enforced by 

the Federal Trade Commission (p. 119), requires 

funeral directors to give you itemized prices in 

person and, if you ask, over the phone.

Many funeral providers offer a variety of package 

plans that include products and services that are most 

commonly sold. Keep in mind, you are not obligated 

to buy a package plan; you have the right to buy the 

individual products and services you prefer. As 

outlined by the Funeral Rule:

• You have the right to choose the funeral goods and 

services you want (with some exceptions).

www.USA.gov www.pueblo.gsa.gov 49

Wills & Funerals
• The funeral provider must state this 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 that offers cremations must make 

alternative containers available.

Planning ahead is the best way to make informed 

decisions about funeral arrangements. An advanced 

plan also spares your family from having to make 

choices while grieving and under time constraints. 

Every family is different, and funeral arrangements 

are influenced by religious and cultural traditions, 

budgets and personal preferences.

You are not legally required to use a funeral home to 

plan and conduct a funeral. But most people find that 

the services of a professional funeral home make it 

easier. Many people often choose a funeral home or 

cemetery that’s close, familiar, or recommended by 

someone they trust.

But comparison shopping can save you money and 

is much easier when it’s done in advance. If you visit 

a funeral home in person, the funeral provider is 

required by law to give you a general price list with 

costs of the items and services offered. If the general 

price list does not include specific prices of caskets or 

outer burial containers, the funeral director is required 

by law to show you the price lists for these items 

before showing you the actual items.

Planning Wisely For A Funeral

• Plan ahead.

• Shop around and compare prices in advance.

• Ask for a price list.

• Resist pressure.

• Avoid emotional overspending.

• Recognize your rights.

• Apply the smart shopping techniques you’d use 

for other major purchases.

Some people find it more comfortable to gather 

information and compare prices by telephone. The 

Funeral Rule requires funeral directors to provide price 

information over the phone to any caller who asks for 

it. Many funeral homes will also send you a price list 

by mail, but this is not required by law.

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 are also 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, 

contact the Department of Veterans Affairs at 

www.cem.va.gov or call 1-800-827-1000.

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 Consumer’s Alliance 

(p. 124) 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. 127); or the 

Funeral Service Consumer Assistance Program at 

1-800-662-7666 or www.funeralservicefoundation.org. 

Most states have a licensing board that regulates the 

funeral industry. You can contact the board in your 

state for information or help.

50 To call or write an organization, use the directory (p. 60)

Wills & Funerals
www.pueblo.gsa.gov 51

Even the most savvy consumer has a problem 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 given to you at the time of purchase. If this is 

not the case: 

• Check the directory portion of this Handbook 

for the contact information of several hundred 

corporations (p. 70).

• Visit the company’s website. Look for a 

“Contact Us” link.

• Dial the directory of toll-free numbers at 

1-800-555-1212 to see if 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 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 

taken. A written letter is a good strategy because 

you will have a record of your communication with 

the company. The sample letter (p. 55) 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.

• 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.

Get Help

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. 127). These government agencies mediate 

complaints, conduct investigations, and prosecute 

offenders of consumer laws.

• State regulatory agencies that have jurisdiction 

over the business. For example, banking (p. 143), 

securities (p. 152), insurance (p. 147), and utilities 

(p. 156) are regulated at the state level.

• State and local licensing agencies. Doctors, 

lawyers, home improvement contractors, auto 

repair shops, debt collectors, and childcare 

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. 127) can help you identify the 

appropriate agency.

• Better Business Bureaus (p. 65). 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 settle disputes with 

automobile manufacturers through the BBB AUTO 

LINE program (p. 64).

www.USA.gov www.pueblo.gsa.gov 51

Part II – Filing A Complaint

G

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Help
• 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. 160).

• 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. 122).

• Media programs. Local newspapers, radio stations, 

and television stations often have Action Lines 

or Hotline services that try to resolve consumer 

complaints they receive. To find these services, 

check with your local newspapers or broadcast 

stations. See the box above for members of “Call

for Action.”

Dispute Resolution Programs

Some companies and industries offer programs to 

address disagreements between buyers and sellers. 

The auto industry has several of these programs 

(p. 64). The National Association of Securities Dealers 

offers a program designed to resolve investmentrelated disputes (p. 164). Some small claims courts 

also offer a dispute resolution program as an 

alternative to a trial.

Mediation, arbitration, and conciliation are three 

common types of dispute resolution. During 

mediation, both sides involved in the dispute meet with 

a neutral third party and create their own agreement 

jointly. In arbitration, the third party decides how to 

settle the problem. Request a copy of the rules of any 

program before making a decision to participate. You 

will want to know beforehand if the decision is binding. 

Some programs do not require both parties to accept 

Call for Action, Inc.

5272 River Road, Suite 300

Bethesda, MD 20816

Phone: 301-657-8260

Fax: 301-657-2914

Web: www.callforaction.org

Call for Action, Inc. is a nonprofit network of 

consumer hotlines that educate and assist consumers 

with consumer problems. Listed below are hotlines in 

major markets staffed with trained volunteers who offer 

advice and mediate complaints at no cost to consumers. 

Consumers in locations not listed should call the 

Network Hotline at 301-657-7490. (M,T,W,F 10 am-2 pm) 

WTAJ-TV

Altoona, PA

814-944-9336

M-F 1-3 pm

WXYZ-TV

Detroit, MI

248-827-3362

M-W 11 am-1 pm

WQAD-TV

Moline, IL

309-764-2255

M-F 11 am- 1 pm

KTVI-TV

St. Louis, MO

636-282-2222

1-800-782-2222 (IL)

M-Th 11 am-1pm

WAGA

Atlanta

404-879-4500

M-F 11 am-1 pm

WINK-TV

Fort Myers, FL

239-334-4357

T-Th 11 am-1 pm

WABC-TV

New York NY

212-268-5626

M-F 10 am-1 pm

WFTS-TV

Tampa, FL

1-866-428-6397

M-F 11 am-1 pm

WBZ Radio

Boston, MA

617-787-7070

M-F 11 am-1:30 pm

WFMY-TV

Greensboro, NC

336-680-1000

T,W 11 am-1 pm

WPIV-TV

Philadelphia, PA

1-866-978-4232

M-F 11 am-1 pm

T-Th 10 am-1 pm

WTOL-TV

Toledo, OH

419-255-2255

T-Th 11 am-1 pm 

WIVB-TV

Buffalo, NY

716-879-4900

M-F 11 am-1 pm

KSHB-TV

Kansas City, MO

816-932-4377

T-Th 10 am-1 pm

KPNX-TV & KNAZ-TV & 

The Arizona Republic

Phoenix, AZ

602-260-1212

1-866-260-1212 (AZ)

M-F 11 am-1 pm

KJRH-TV

Tulsa, OK

918-748-1488

T-Th 9 am-noon

WJW-TV

Cleveland, OH

216-578-0700

M,W,Th 10 am-V

702-368-2255

W-F 11 am-1 pm

KTNV-TV

Las Vegas, NV

702-368-2255

W-F 11 am-1 pm

WTAE-TV

Pittsburgh, PA

412-244-4698

WTOP AM&FM

Washington, DC

301-652-4357

T-F 11 am-1 pm

KKTV-TV

Colorado Springs, CO

719-457-8211

M-Th 11 am-1 pm

WTMJ-TV

Milwaukee, WI

414-967-5495

M-Th 11 am-1pm 

WPRI-TV

Providence, RI

401-228-1850

M-Th 11 am-1 pm

RADIO CULTURE

Buenos Aires, Argentina

011-54-11-4300-1173

M-F 11 am-4:30 pm

52 To call or write an organization, use the directory (p. 60)

Get Help
the decision. Also ask if participation in the program 

places any restrictions on your ability to take other 

legal action.

The American Bar Association (p. 160) publishes 

a directory of state and local dispute resolution 

programs.

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.

Check your local telephone book under the municipal, 

county or state government headings for small claims 

court offices. Ask the clerk how to use the small 

claims court. Before taking your own case to court, 

observe a small claims court session and ask the court 

if it has information that will help you prepare your 

presentation to the judge.

Beware: Recovery Services

A scam artist has taken your money. Don’t be 

scammed again by a “recovery service” offering 

to get your money back for you. The service is just 

trying to take your last dime. There is no charge 

for filing a complaint with a government agency.

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.abalawinfo.org (American 

Bar Association), www.uslaw.com, www.thelaw.com, 

www.freeadvice.com, 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; criminal and/or personal injury. 

Some have a narrower focus. Be sure the lawyer you 

are considering has experience in the area for which 

you are seeking help.

Once you’ve identified some candidates:

• Call each attorney on the telephone, describe 

your legal issue, and find out if he or she handles 

your situation.

• Ask if you will be charged for an initial consultation.

• Ask for an estimate of what is usually charged to 

handle your kind of case.

• Ask whether there are hourly charges or whether 

your attorney would accept 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 about such things as landlordtenant relations, credit, utilities, family matters (e.g., 

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.com or www.freeadvice.com.

www.USA.gov www.pueblo.gsa.gov 53

Get Help

G

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Help
To find the Legal Aid office nearest to you, check a 

local telephone directory or contact:

National Legal Aid and Defender Association

1625 K Street, NW, 8th Floor

Washington, DC 20006

Phone: 202-452-0620

Fax: 202-872-1031

E-mail: info@nlada.org

Web: www.nlada.org

To find the LSC office nearest you, check a local 

telephone directory or contact:

LSC Public Affairs

3333 K Street, NW, 3rd Floor

Washington, DC 20007

Phone: 202-295-1500

Fax: 202-337-6797

Web: www.lsc.gov

Free assistance could also be available from a law 

school program where students, supervised by 

attorneys, handle a variety of legal matters. Some 

of these programs are open to all. Others limit their 

service to specific groups, such as senior citizens or 

low-income persons. Contact a law school in your 

area to find out if such a program is available.

Report Fraud & Safety Hazard

If you suspect a law has been violated, contact your 

local or state consumer protection agency (p. 127). 

This agency may take action or refer you to another 

state organization that has the authority where you 

live. A local law enforcement officer could also be able 

to provide advice and assistance.

Violations of federal laws should be reported to the 

federal agency responsible for enforcement. While 

federal agencies are rarely able to act on behalf 

of individual consumers, complaints are used to 

document patterns of abuse, allowing the agency 

to take action against a company. 

Throughout Part I of this Handbook, 

you will find references to federal agencies 

you can contact for more information, which

is usually the same agency to contact with 

your complaint. You can also find the appropriate 

federal agency by using the online directory at 

www.pueblo.gsa.gov/complaintresources.htm.

People who have no intention of delivering what is 

sold, who misrepresent items, send counterfeit goods 

or otherwise try to trick you out of your money are 

committing fraud. If you suspect fraud, there are some 

additional steps to take.

• Contact the Federal Trade Commission (p. 119).

• Notify the National Fraud Information Center 

operated by the National Consumers League, a 

nonprofit consumer organization (p. 125).

• Scams that used the mail or interstate delivery 

service should also be reported to the U.S. Postal 

Inspection Service (p. 121). It is illegal to use the mail 

to misrepresent or steal money. 

Reporting fraud promptly improves your chances 

of recovering what you have lost and helps law 

enforcement authorities stop scams before others 

are victimized.

If you suspect you have a product that poses a safety 

hazard, report the problem to the appropriate federal 

agency:

• Automobiles. National Highway Traffic Safety 

Administration (p. 116)

• Drugs, medical devices. Food and Drug 

Administration (p. 111)

• Food. U.S. Department of Agriculture (p. 108), 

Food and Drug Administration (p. 111)

• Seafood. Food and Drug Administration (p. 111), 

U.S. Department of Commerce (p. 108)

• Toys, baby and play equipment, household 

products. U.S. Consumer Product Safety 

Commission (p. 107)

54 To call or write an organization, use the directory (p. 60)

Get Help • Report Fraud & Safety Hazard
www.pueblo.gsa.gov 55

Your Address

Your City, State, Zip Code

Date

Name of Contact Person, if available

Title, if available

Company Name

Consumer Complaint Division (If you have no specific contact)

Street Address

City, State, Zip Code

Dear (Contact Person):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or had repaired) a (name 

of the product, with serial or model number or service 

performed) at (location, date and other important details 

of the transaction).

Unfortunately, your product (or service) has not 

performed well (or the service was inadequate) 

because (state the problem). I am disappointed 

because (explain the problem: for example, the product 

does not work properly, the service was not performed 

correctly, I was billed the wrong amount, something was 

not disclosed clearly or was misrepresented, etc.).

To resolve the problem, I would appreciate your (state the specific 

action you want—money back, charge card credit, repair, exchange, 

etc.) Enclosed are copies (do not send originals) of my records 

(include receipts, guarantees, warranties, canceled checks, 

contracts, model and serial numbers, and any other 

documents).

I look forward to your reply and a resolution to my problem, 

and will wait until (set a time limit) before seeking help from 

a consumer protection agency or the Better Business Bureau. 

Please contact me at the above address or by phone at (home 

and/or office numbers with area code).

Sincerely,

Your name

Enclosure(s)

• describe 

purchase

• name of product, 

serial number

• include date and 

place of purchase

• state problem

• give history

• ask for 

specific action

• enclose copies 

of documents

• allow time for 

action

• state how you can 

be reached

Keep copies of all of your letters, faxes, e-mails, and related documents.

www.USA.gov www.pueblo.gsa.gov 55

Sample Complaint Letter
General Resources

Federal Citizen Information Center (FCIC)

Pueblo, CO 81009

Phone: 1-800-FED INFO

www.pueblo.gsa.gov

Part of the U.S. General Services Administration, 

FCIC is a one-stop source for consumer information 

from the federal government. The free Consumer 

Information Catalog lists more than 200 free and 

low-cost publications on topics such as cars, child 

care, education, federal benefits, money management, 

food, health, housing and travel. Order a copy of the 

Catalog from the FCIC website or call 1-800-FED INFO 

(1-800-333-4636) between 8 a.m. and 8 p.m. Eastern 

Time, M-F. You can also get a copy by sending your 

name and address to FCIC at the address above. 

For more information, see page 119.

www.USA.gov

The official web portal for the U.S. government, 

www.USA.gov links you to government 

representatives, services and information at the 

federal, state, regional and tribal level. You can get 

easy-to-understand information from the government 

24 hours a day, seven days a week. Similar information 

is posted in Spanish at www.GobiernoUSA.gov.

Center For The Study of Services

733 15th Street, NW, Ste. 820

Washington, DC 20005

Phone: 202-347-7283 / Fax: 202-347-4000

www.checkbook.org

This nonprofit organization publishes information and 

services to help you choose and get the best price 

when making purchases, such as automobiles, major 

appliances, audio-video equipment, doctors, hospitals 

and health care plans. In the Boston, Chicago, 

Philadelphia, Washington DC, Seattle, San Francisco 

and St. Paul/Minneapolis areas, a subscription to 

CHECKBOOK magazine will give you information on 

many local services, such as auto repair, cell phones, 

plumbers and banks.

Consumers Union Of U.S., Inc. (CU)

101 Truman Avenue

Yonkers, NY 10703-1057

Phone: 914-378-2000 / Fax: 914-378-2900

www.consumerreports.org

CU is a nonprofit, independent consumer organization 

that researches and tests goods and services such 

as automobiles, appliances, food, clothing, luggage, 

and insurance. Some of the information is free via the 

Internet, radio and television. Print publications

including subscriptions to the monthly Consumer 

Reports magazine must be purchased. For more 

information, see page 123.

Consumer World

www.consumerworld.org

Consumer World is a public service website with links 

to hundreds of consumer resources available on the 

Internet. You will find consumer news, product reviews 

and shopping bargains. Directories provide contact 

information and web links for many corporations and 

government agencies.

Cooperative State Research, Education, And

Extension Service (CSREES)

The Cooperative State Research, Education, and 

Extension Service (p. 108) of the U.S. Department 

of Agriculture has been a source of consumer 

information and assistance for decades. With 

an educator in nearly every county, Cooperative 

Extension brings the research-based knowledge of 

the land grant universities directly to families and 

communities. Programs cover food and nutrition, 

housing, gardening, budgeting, using credit, saving 

for retirement, and more. To locate your county office, 

check the blue pages of your phone book or visit 

www.csrees.usda.gov.

Libraries

Publications from many of the organizations 

mentioned on this page can be found at public 

libraries. Some university and private libraries also 

allow individuals to use their reference materials. 

Check your local telephone directory for the location 

of libraries near you.

For Persons with Disabilities

The National Council On Disability (NCD)

(p. 120) is an independent federal agency that makes 

recommendations to the President and Congress 

to improve the quality of life for Americans with 

disabilities and their families. NCD first proposed a 

civil rights law for people with disabilities, and the 

Americans with Disabilities Act was signed into law 

in 1990. The purpose of NCD is to promote policies, 

programs, practices, and procedures that guarantee 

equal opportunity for all individuals with disabilities, 

regardless of the nature or severity of the disability; 

and to empower individuals with disabilities to 

achieve economic self-sufficiency, independent living, 

inclusion and integration into society. For information, 

resources and related links, go online to www.ncd.gov.

56 To call or write an organization, use the directory (p. 60)

Part III – Key Consumer Information Resources
The National Disability Rights Network (NDRN)

is the nonprofit membership organization for the 

federally mandated Protection and Advocacy (P&A) 

Systems and Client Assistance Programs (CAP) for 

individuals with disabilities. The P&A/CAP network 

is the largest provider of legally based advocacy 

services for people with disabilities in the U.S. The 

NDRN serves a wide range of people with disabilities, 

including (but not limited to) those with cognitive, 

mental, sensory and physical disabilities. For specific 

resources and assistance, go online to www.ndrn.org.

The U.S. Department Of Education (p. 109) provides 

training and information to parents of infants, toddlers, 

children and youth with disabilities, and to people who 

work with parents to enable them to participate more 

fully and effectively with professionals in meeting the 

educational needs of their children with disabilities. 

U.S. Department Of Housing And Urban

Development (HUD) Fair Housing and Equal 

Opportunity offers resources and answers questions 

about the housing rights of people with disabilities, and 

the responsibilities of housing providers and building 

and design professionals according to the federal 

law. For more information, go online to 

www.hud.gov/offices/fheo/disabilities.

National Library Service For The Blind And

Physically Handicapped (NLS)

Library of Congress

Washington, DC 20542

Phone: 202-707-5100 / Fax: 202-707-0712

Toll free: 1-800-424-8567

E-mail: nls@loc.gov

Website: www.loc.gov/nls 

NLS offers the free loan of recorded and braille books/

magazines, music scores in braille and large print, and 

specially designed playback equipment to residents of 

the U.S. who are unable to read or use standard print 

materials because of visual or physical impairment. 

Service is also extended to eligible American citizens 

residing abroad. While NLS administers the program, 

direct service is provided through cooperating 

libraries. Contact NLS for application forms and 

addresses of cooperating libraries.

For Military Personnel

Today’s military family faces 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. 

“Family Centers” is a generic term that includes similar 

offices in each of the separate military branches. 

These centers provide community service programs 

that enhance the quality of life for military personnel 

and their families.

One key function of a Family Center is to link 

customers with appropriate services available in the 

local community and/or through state and federal 

assistance programs. To properly fulfill this role, the 

Family Center director develops working partnerships 

with organizations, such as those related to health 

and human services, school systems, employment 

assistance, law enforcement and recreation.

Services And Resources For Consumers With Disabilities

Relay Services

Telecommunications relay services link telephone conversations between individuals who use standard voice 

telephones and those who use text telephones (TTYs). Calls can be made from either type of telephone to the other 

type through the relay service.

Local Relay Services 

States provide relay services for local and long distance calls. Please consult your local telephone directory for 

information on the use, fees (if any), services, and dialing instructions for that area.

Federal Relay Service

The FRS, a program of the U.S. General Services Administration (GSA), provides access to TTY users who wish to 

conduct official business nationwide with and within the federal government. The toll-free number is 1-800-877-8339.

For more information on relay communications or to obtain a brochure on using the FRS, please call toll-free 

1-800-877-0996.

Other Services

Consumers who are deaf or hard of hearing, or who have a speech impairment, and use a TTY may receive operator 

and directory assistance for calls by calling toll-free 1-800-855-1155.

Check the introductory pages of your local telephone directory for additional TTY services.

www.USA.gov www.pueblo.gsa.gov 57

For Persons with Disabilities • For Military Personnel
If you cannot locate a Family Center, please contact 

your respective military branch’s headquarters office 

listed below. The designation “DSN,” preceding some 

of the phone numbers, refers to the military phone 

system and does not apply to the civilian sector.

• Air Force Family Matters Office

HQ US Air Force, Force Sustainment Division

HQ F/DPPF

1040 Air Force Pentagon, Room 5C238

Washington, DC 20330-1040

703-697-4720

www.afcrossroads.com

Air Force Crossroads is a comprehensive resource 

for Air Force members and their families with 

support, advice and contacts relating to nearly every 

aspect of personal and professional life. Along with 

topics that range from 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. 

• Marine Corps Community Services

3280 Russell Rd.

Quantico, VA 22134-5103

703-784-0275

DSN: 278-0275

Toll free: 1-800-MARINES

Fax: 703-784-9816

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. 

MCCS delivers goods and services at over 2,250 

facilities and has a staff of more than 12,000 

employees worldwide. 

• Navy Family Assistance

HQ, FSC Support

Navy Customer Service Center

5720 Integrity Dr.

Millington, TN 38055

866-827-5627

DSN: 882-5627

E-mail: cscmailbox@navy.mil

www.persnet.navy.mil

The Bureau of Naval Personnel provides support, 

references, information and a wide range of 

assistance for members of the Navy and their 

families. Up-to-date news, messages, links and 

resources are provided, including assistance with 

relocation, employment, career and benefits, health, 

casualties, field support and retirement.

58 To call or write an organization, use the directory (p. 60)

Military Family Centers Directory

Access to a directory of Family Centers by 

Service and by State is available through the 

Military Family Resource Center (MFRC) website 

at www.mfrc.dodqol.org/progDir. If you have 

questions on other services of MFRC, visit their 

site or e-mail them at mfrc.request@caliber.com.

• U.S. Army Community and 

Family Support Center

4700 King St.

Alexandria, VA 22302

703-681-7395

DSN: 761-5395

Fax: 703-681-7236

www.armymwr.com

U.S. Army MWR is the gateway to comprehensive 

support for Army personnel and families, including 

resources to strengthen home and family life, 

training, lifelong learning, finances, employment, 

health, relevant news, advice and ongoing 

assistance along with links to key resources. 

• U.S. Coast Guard

2100 Second St., SW, Room 6320

Washington, DC 20593

202-267-6160

Toll free: 1-800-368-5647 (Safety)

Toll free: 1-877-NOW-USCG (Recruiting)

Fax: 202-267-4798

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.

Better Business Bureau Military Line

The BBB Military Line, www.military.bbb.org, 

offers consumer education and advocacy to 

service members and their families. Four servicespecific sites contain current military-related 

consumer news, as well as links to local BBBs and 

other sites with useful consumer information:

• www.army.bbb.org

• www.navy.bbb.org

• www.airforce.bbb.org

• www.marinecorps.bbb.org

Users may request reports, file complaints, and 

sign up for a custom consumer newsletter. On 

a 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.

For Military Personnel
www.USA.gov www.pueblo.gsa.gov 59

Military HomeFront

www.militaryhomefront.dod.mil 

Military HomeFront is the official Department of 

Defense website for information to help improve the 

quality of life for troops and their families. Members of 

all branches of the military service and their families 

will find reliable, up-to-date details and advice on such 

topics as education, housing, legal matters, parenting, 

personal finances, pay and benefits, relocation and 

healthcare. Military HomeFront also makes it easier 

for leaders to locate official quality of life program 

information and resources for their troops and 

families. In addition, service providers can access 

desk guides, policies, forms and other resources.

Military OneSource

www.militaryonesource.com or 1-800-342-9674 

Military OneSource is an excellent hub of information 

and assistance for military personnel and their 

families. This comprehensive, 24/7 resource offers a 

wide variety of helpful services and tools dedicated 

to meeting the special needs and improving the lives 

of service men and women, both personally and 

professionally. In addition to in-person counseling 

and direct links to all of the armed services home sites, 

Military OneSource offers advice and who-to-contact 

information on matters such as health, education, 

training, moving, shopping, legal issues and finances. 

Podcasts, webinars, discussion boards and news 

feeds cover special topics and provide answers to 

help resolve problems.

Commissaries and Exchanges

Consumers who shop at military commissaries and 

exchanges and who have a question or problem should 

contact the local manager before contacting the 

regional offices. If your problem is not resolved at the 

local level, then write or call the regional office nearest 

you. Be sure to discuss the problem with the local and 

regional offices of a commissary or exchange before 

contacting the national headquarters.

For Military Personnel • For Teachers

For Teachers

Teachers often use the Consumer Action Handbook 

to teach essential information about credit, 

insurance, major purchases, complaint letters and 

other consumer topics. For classroom copies of the 

Handbook, please 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 

additional resources, including lesson plans, go to 

www.ConsumerAction.gov.
60

Part IV – Consumer Assistance Directory

Table of Contents

Automotive Manufacturers. . . . . . . . . . . . . . . . . . . . . . 61

Automotive Dispute Resolution Resources. . . . . . . 64

Better Business Bureaus. . . . . . . . . . . . . . . . . . . . . . . . 65

Corporate Consumer Contacts. . . . . . . . . . . . . . . . . . 70

Federal Agencies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Architectural and Transportation Barriers 

Compliance Board . . . . . . . . . . . . . . . . . . . . . . . 107

Commission on Civil Rights . . . . . . . . . . . . . . . . . . 107

Commodity Futures Trading Commission . . . . . . 107

Consumer Product Safety Commission . . . . . . . . 107

Department of:

Agriculture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Commerce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Defense . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Education . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Energy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Health and Human Services . . . . . . . . . . . . . . . 110

Homeland Security . . . . . . . . . . . . . . . . . . . . . . 112

Housing and Urban Development . . . . . . . . . . 112

the Interior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Justice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Labor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Transportation . . . . . . . . . . . . . . . . . . . . . . . . . . 115

the Treasury . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Veterans Affairs . . . . . . . . . . . . . . . . . . . . . . . . . 117

Environmental Protection Agency . . . . . . . . . . . . . 117

Equal Employment Opportunity Commission . . . 118

Federal Communications Commission . . . . . . . . . 118

Federal Deposit Insurance Corporation . . . . . . . . 118

Federal Emergency Management Agency . . . . . . 118

Federal Reserve System . . . . . . . . . . . . . . . . . . . . . 119

Federal Trade Commission . . . . . . . . . . . . . . . . . . . 119

General Services Administration . . . . . . . . . . . . . . 119

National Archives and Records Administration . . 120

National Council on Disability . . . . . . . . . . . . . . . . 120

National Credit Union Administration . . . . . . . . . . 120

National Labor Relations Board . . . . . . . . . . . . . . . 120

Pension Benefit Guaranty Corporation . . . . . . . . . 120

Securities and Exchange Commission . . . . . . . . . 120

Small Business Administration . . . . . . . . . . . . . . . 121

Social Security Administration . . . . . . . . . . . . . . . 121

U.S. Postal Service . . . . . . . . . . . . . . . . . . . . . . . . . 121

National Consumer Organizations. . . . . . . . . . . . . . 122

State, County and City Consumer 

Protection Offices. . . . . . . . . . . . . . . . . . . . . . . . . . 127

State Banking Authorities. . . . . . . . . . . . . . . . . . . . . . 143

State Insurance Regulators. . . . . . . . . . . . . . . . . . . . 147

State Securities Administrators. . . . . . . . . . . . . . . . 152

State Utilities Commissions. . . . . . . . . . . . . . . . . . . . 156

Trade and Professional Associations. . . . . . . . . . . 160
61

Automotive Manufacturers

Member of SOCAP International, see page 70 Provided financial support for the publication 

of the Consumer Action Handbook.

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 arbitration, 

conciliation or mediation. 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.

A local or state consumer agency (p. 127) 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.

 Acura

Customer Relations Dept.

1919 Torrance Blvd. 500-2N-7E

Torrance, CA 90501-2746

Toll free: 1-800-382-2238

Toll free: 1-800-594-8500 

(Roadside Assistance)

Fax: 310-783-3535

www.acura.com

Alfa

Alfa Romeo Distributors of 

North America, Inc.

7453 Brokerage Dr.

Orlando, FL 32809

407-856-5000

www.alfaromeo.com

American Honda 

Motor Co., Inc.

Consumer Affairs Department

1919 Torrance Blvd.

Torrance, CA 90501-2746

310-783-2000

Toll free: 1-800-999-1009

Fax: 310-783-3273

www.honda.com

American Suzuki 

Motor Corp.

Customer Relations Dept.

PO Box 1100

3251 East Imperial Hwy.

Brea, CA 92822-1100

Toll Free: 1-800-934-0934 (Auto)

714-572-1490 (Motorcycle/ATV/

Marine)

Fax: 714-524-8499 (Auto) 

www.suzuki.com

Aston Martin

Customer Relations Dept.

U.S. National Headquarters

1 Premier Place

Irvine, CA 92618

949-341-5800

www.astonmartin.com

Audi of America, Inc.

Client Relations

3499 West Hamlin Rd.

Rochester Hills, MI 48309

Toll free: 1-800-822-2834

Fax: 248-754-6504

www.audiusa.com

BMW of North 

America, Inc.

BMW of North America, Inc. 

Corporate Office

Customer Relations

300 Chestnut Ridge Rd.

Woodcliff Lake, NJ 07675

201-307-4000

Toll free: 1-800-831-1117

Fax: 201-930-8362

www.bmwusa.com

Buick Division General 

Motors Corp.

Customer Assistance Center

PO Box 33136

Detroit, MI 48232-5136

Toll free: 1-800-521-7300

Toll free: 1-800-252-1112 

(Roadside Assistance)

TTY: 1-800-832-8425

www.buick.com

Cadillac Motor 

Car Division

Customer Assistance Center

PO Box 33169

Detroit, MI 48232-5169

Toll free: 1-800-458-8006

TTY: 1-800-833-2622 (Toll free)

www.cadillac.com

Chevrolet Motor Division, 

General Motors Corp.

Customer Assistance Center

PO Box 33170

Detroit, MI 48232-5170

Toll free: 1-800-222-1020

Toll free: 1-800-243-8872 

(Roadside Assistance)

TTY: 1-800-833-2622 (Toll free) 

Fax: 313-556-5108

www.chevrolet.com

Daimler Chrysler

Daimler Chrysler 

Customer Center

PO Box 21-8004

Auburn Hills, MI 48321-8004

Toll free: 1-800-992-1997

Fax: 248-512-8084

www.chrysler.com

Ferrari North 

America Inc.

Corporate Office

250 Sylvan Ave.

Englewood Cliffs, NJ 07632

201-816-2600

Fax: 201-816-2626

E-mail: administrative@

ferrariworld.com

www.ferrariworld.com
62

Automotive Manufacturers

Member of SOCAP International, see page 70

Provided financial support for the publication 

of the Consumer Action Handbook.

Ford

Ford Motor Company

Customer Relationship Center

16800 Executive Plaza Dr.

PO Box 6248

Dearborn, MI 48121

Toll free: 1-800-392-3673

TTY: 1-800-232-5952 (Toll free)

www.ford.com

Ford Dispute Settlement Board

PO Box 5120

Southfield, MI 48086-5120

Toll free: 1-800-428-3718

www.autosafety.org/ford-what.htm

General Motors Corp.

Corporate Affairs/Community 

Relations

100 Renaissance Center

Detroit, MI 48265

313-667-3800

313-556-5000

Toll free: 1-800-462-8782

www.gmc.com

GMC Division General 

Motors Corp.

Customer Assistance Center

PO Box 33172

Detroit, MI 48232-5172

Toll free: 1-800-462-8782

Toll free: 1-800-223-7799 

(Roadside Assistance)

TTY: 1-800-462-8583

www.gmc.com

Hyundai Motor America

Consumer Affairs

10550 Talbert Ave.

PO Box 20850

Fountain Valley, CA 92708-0850

714-965-3000

Toll free: 1-800-633-5151

E-mail: cmd@hma.service.com

www.hyundaiusa.com

Isuzu Motors 

America, Inc.

Owner Relations Department

13340 183rd St.

Cerritos, CA 90703

562-229-5000

Toll free: 1-800-255-6727

Fax: 562-921-9523

www.isuzu.com

Jaguar Cars

Attn: Customer Relations Ctr. 

555 MacArthur Blvd.

Mahwah, NJ 07430-2327

201-818-8500

Toll free: 1-800-452-4827

Fax: 201-818-9770

www.jaguar.com

Kia Motors America, Inc.

Consumer Assistance Center

PO Box 52410

Irvine, CA 92619-2410

Toll free: 1-800-333-4542

Fax: 949-470-2812

www.kia.com

Land Rover

Customer Relations Center

555 MacArthur Blvd.

Mahwah, NJ 07430-2327

Toll free: 1-800-637-6837

Fax: 201-760-8514

E-mail: asklr@landrover.com

www.landrover.com

Lexus

Customer Satisfaction Dept.

A Division of Toyota Motor 

Sales, U.S.A., Inc.

Mail Drop L203

19001 South Western Ave.

Torrance, CA 90509-2732

Toll free: 1-800-255-3987

Fax: 310-468-2992

www.lexus.com

Mazda North American 

Operations

Customer Assistance Center

PO Box 19734

Irvine, CA 92623-9734

Toll free: 1-800-222-5500

Fax: 949-727-6703

www.mazdausa.com

Mercedes Benz 

USA, Inc.

Customer Assistance Center

3 Paragon Dr.

Montvale, NJ 07645

Toll free: 1-800-367-6372

Fax: 201-476-6213

www.mbusa.com

Mitsubishi Motor

Mitsubishi Motors 

North America, Inc.

Customer Relations

6400 Katella Ave.

Cypress, CA 90630-0064

Toll free: 1-888-648-7820

www.mitsubishimotors.com

Nissan Motor Corp.

in USA

Nissan North America, Inc.

Consumer Affairs Group

PO Box 685003

Franklin, TN 37068

Toll free: 1-800-647-7261

Fax: 310-771-2025

www.nissan-usa.com

Oldsmobile Division 

General Motors Corp.

Customer Assistance Network 

PO Box 33171

Detroit, MI 48232-5171

Toll free: 1-800-442-6537

Toll free: 1-800-442-6537 

(Roadside Assistance)

TTY: 1-800-833-9935 (Toll free)

www.oldsmobile.com

Peugeot Motors of 

America, Inc.

Consumer Relations

Overlook at Great Notch

150 Clove Rd.

Little Falls, NJ 07424

973-812-4444

Fax: 973-812-2148

E-mail: 

peugeot2@bellatlantic.net

www.peugeot.com

Pontiac Division, 

General Motors Corp.

Customer Assistance Center

PO Box 33172

Detroit, MI 48232-5172

Toll free: 1-800-762-2737 

Toll free: 1-800-762-3743 

(Roadside Assistance) 

TTY: 1-800-833-9935 (Toll free)

www.pontiac.com
63

Automotive Manufacturers

Member of SOCAP International, see page 70 Provided financial support for the publication 

of the Consumer Action Handbook.

Porsche Cars North 

America, Inc.

Customer Commitment

Owner Relations

980 Hammond Dr., Ste. 1000

Atlanta, GA 30328

Toll free: 1-800-545-8039

Fax: 770-360-3711

www.porsche.com

Saab Cars USA, Inc.

Customer Assistance Center 

4405-A International Blvd.

Norcross, GA 30093

Toll free: 1-800-955-9007

www.saabusa.com

Saturn Corp.

Saturn Customer 

Assistance Center

100 Saturn Pkwy.

Spring Hill, TN 37174

Toll free: 1-800-553-6000

TTY: 1-800-833-6000 (Toll free)

Fax: 931-486-5059

www.saturn.com

Schuman Carriage Subaru

3361 Waialae Ave.

Honolulu, HI 96816

808-733-7505

Fax: 808-733-7511

www.schumansubaru.com/en-us

Subaru of America, Inc.

National Customer Service Ctr.

Subaru Plaza, PO Box 6000

Cherry Hill, NJ 08034

Toll free: 1-800-782-2783

www.subaru.com

Toyota Motor Sales 

USA, Inc.

Customer Assistance Center

Department H200

19001 S Western Ave.

Torrance, CA 90509

310-468-4000

Toll free: 1-800-331-4331

TTY: 1-800-443-4999 (Toll free)

Fax: 310-468-7800

www.toyota.com

★

Volkswagen of America

Customer Relations

Hills Corporate Center

3499 West Hamlin Rd.

Rochester Hills, MI 48309

Toll free: 1-800-822-8987

Fax: 248-340-4660

www.vw.com

Volvo Cars of 

North America

Customer Service

7 Volvo Dr., Bldg. A

Rockleigh, NJ 07647-0915

Toll free: 1-800-458-1552

Fax: 1-800-992-3970 (Toll free)

www.volvocars.com
64 Member of SOCAP International, see page 70

Provided financial support for the publication 

of the Consumer Action Handbook.

BBB Auto Line

Council of Better 

Business Bureaus, Inc.

4200 Wilson Blvd., Ste. 800

Arlington, VA 22203-1838

703-276-0100

Toll free: 1-800-955-5100

TTY: 703-276-1862

Fax: 703-525-8277

E-mail: info@cbbb.bbb.org

www.bbb.org

BBB Auto Line is a third-party dispute 

resolution program for automobile 

manufacturers.

DOT Auto Safety Hotlilne

Office of Defects Investigation

400 7th St., SW

Washington, DC 20590

Toll free: 1-888-327-4236

TTY: 1-800-424-9153 (Toll free)

Fax: 202-366-7882

Consumers can contact the DOT Auto Safety 

Hotline to report safety defects in vehicles, 

tires, and child safety seats. Information is 

available about air bags, child safety seats, 

seat belts, and general highway safety. 

Consumers who experience a safety defect 

in their vehicle are encouraged to report the 

defect to the Hotline in addition to the dealer 

or manufacturer.

International Association of Lemon Law 

Administrators

E-mail: ialla@ialla.net

www.TheLemonLaw.org

This organization supports and promotes 

government agencies that administer motor 

vehicle warranty and related laws, through 

the publication of a newsletter, consumer 

and industry education, and other 

intergovernmental activities.

Motorist Assurance Program

7101 Wisconsin Ave.

Ste. 1200

Bethesda, MD 20814

301-634-4954

301-634-4955

Fax: 202-318-0378

E-mail: webmaster@motorist.org

www.motorist.org

MAP accredits those auto repair shops 

that apply and follow industry developed 

standards for inspecting vehicles as well 

as meet other requirements. MAP handles 

inquiries/disputes between accredited shops 

and customers and offers information to 

consumers about how to locate a repair shop, 

how to talk to a technician and how to work 

successfully with auto repair shops.

National Automobile 

Dealers Association

AUTOCAP

8400 Westpark Dr.

McLean, VA 22102

Toll free: 1-800-252-6232

www.nada.org

NADA is a third-party dispute resolution 

program administered through the National 

Automobile Dealers Association. The national 

office makes referrals to state auto dealer 

associations.

National Institute for 

Automotive service 

Excellence (ASE)

101 Blue Seal Dr. SE, Ste. 101

Leesburg, VA 20175

703-669-6600

Toll free: 1-888-273-8378

www.ase.com

ASE is an independent, national nonprofit 

organization founded in 1972 to help improve 

the quality of automotive service and repair 

through the voluntary testing and certification 

of automotive repair professionals. More than 

424,000 ASE-certified technicians work in 

dealerships, independent repair shops, service 

stations, auto parts stores, fleets and schools. 

ASE publishes several consumer publications 

about auto maintenance and repair.

RV Consumer Group

PO Box 520

Quilcene, WA 98376

360-765-3846

Toll free: 1-800-405-3325 (Order Desk)

Fax: 360-765-3233

E-mail: rvgroup@rv.org

www.rv.org

RV Consumer Group is a nonprofit 

organization dedicated to the safety of 

recreational vehicles. This group is not aligned 

or affiliated with the RV industry. It offers 

books and memberships to help consumers 

with the selection of buying RVs.

Automotive Dispute Resolution Resources
65

Better Business Bureaus

Better Business Bureaus (BBBs) are nonprofit 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. 

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 their website.

BBBOnLine (www.bbbonline.org) 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.

BBB MILITARY LINE, www.military.bbb.org, offers consumer education and advocacy to service 

members and their families (p. 58). 

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. 64).

Council of Better Business 

Bureaus, Inc.

4200 Wilson Blvd., 8th Floor.

Arlington, VA 22203-1838

703-276-0100

Fax:703-525-8277

E-mail: info@bbb.org

www.bbb.org

Alaska

Anchorage

907-562-0704

www.thebbb.org

Alabama

Birmingham

205-558-2222

Toll free: 1-800-824-5274

www.birmingham-al.bbb.org

Boaz

256-840-3888

Toll free: 1-800-239-1642 

(Northern AL)

www.northalabama.bbb.org

Cullman

256-775-2917

www.northalabama.bbb.org

Decatur

256-355-2226

Toll free: 1-800-239-1642 

(Northern AL)

www.northalabama.bbb.org

Dothan 

334-794-0492

www.birmingham-al.bbb.org

Florence

256-740-8224

www.northalabama.bbb.org

Huntsville

256-533-1640

Toll free: 1-800-239-1642 

(Northern AL)

www.northalabama.bbb.org

Mobile 

251-433-5494

www.bbbsouthal.org

Montgomery

334-273-5530

www.birmingham-al.bbb.org

Arkansas

Little Rock

501-664-7274

Toll free: 1-800-482-8448

www.arkansas.bbb.org

Arizona

Phoenix

602-264-1721

Toll free: 1-877-291-6222

www.phoenix.bbb.org

Prescott

928-772-3410

www.arizonabbb.org

Tucson

520-888-5353

Toll free: 1-800-696-2827

(Southern AZ)

www.tucson.bbb.org

California

Bakersfield

661-322-2074

www.cencal.bbb.org

Colton

909-835-6064

www.labbb.org
66

Better Business Bureaus

Culver City

310-945-3166

www.labbb.org

Fresno

559-222-8111

www.cencal.bbb.org

Long Beach

562-216-9240

www.labbb.org

Oakland

866-411-2221

www.goldengatebbb.org

Placentia

714-985-8922

www.labbb.org

Reseda

818-386-5510

www.labbb.org

Sacramento

916-443-6843

www.necal.bbb.org

San Diego

858-496-2131

www.sandiego.bbb.org

San Jose

408-278-7400

www.bbbsilicon.org

Santa Barbara

805-963-8657

www.santabarbara.bbb.org

Stockton 

209-948-4880

www.midcalbbb.org

Colorado

Colorado Springs

719-636-1155

Toll free: 1-866-206-1800

www.bbbsc.org

Denver

303-758-2100

www.denver.bbb.org

Fort Collins

970-484-1348

www.mountainstates.bbb.org

Connecticut

Wallingford

203-269-2700

www.connecticut.bbb.org

District of Columbia

Washington

202-393-8000

www.mybbb.org

Delaware

Wilmington

302-230-0108

www.wilmington.bbb.org

Florida

Altamonte Springs

407-621-3300

www.orlando.bbb.org

Clearwater

727-535-5522

www.bbbwestflorida.org

Jacksonville

904-721-2288

www.bbbnefla.org

Pembroke Pines

561-842-1918

www.bbbsoutheastflorida.org

Pensacola

850-429-0002

www.nwfl.bbb.org

Port St. Lucie

772-335-2017

www.bbbsoutheastflorida.org

West Palm Beach

561-842-1918

www.bbbsoutheastflorida.org

Georgia

Albany

229-883-0744

www.columbus-ga.bbb.org

Athens

706-549-9955

Toll free: 1-866-225-1090 (GA)

www.athensnega.bbb.org

Augusta

706-210-7676

www.csra.bbb.org

College Park

404-766-0875

www.atlanta.bbb.org

Columbus

706-324-0712

www.columbus-ga.bbb.org

Macon

478-742-7999

www.centralgeorgia.bbb.org

Savannah

912-354-7521

www.bbbsoutheastatlantic.org

Hawaii

Honolulu

808-536-6956

www.hawaii.bbb.org

Iowa

Bettendorf

563-355-6344

www.desmoines.bbb.org

Des Moines

515-243-8137

Toll free: 1-800-222-1600

www.desmoines.bbb.org

Idaho

Boise

208-342-4649

www.boise.bbb.org

Idaho Falls

208-523-9754

www.idahofalls.bbb.org

Northern Idaho

509-455-4200

Toll free: 1-800-356-1007

www.thelocalbbb.com

Illinois

Chicago

312-832-0500

www.chicago.bbb.org

Peoria

309-688-3741

www.peoria.bbb.org

Rockford

815-963-2222

www.rockford.bbb.org
67

Better Business Bureaus

Indiana

Elkhart

260-423-4433

Toll free: 1-800-552-4631

www.fortwayne.bbb.org

Evansville

812-473-0202

Toll free: 1-800-359-0979 

(In Service Area)

www.evansville.bbb.org

Fort Wayne

260-423-4433

Toll free: 1-800-552-4631 

(Northeast IN)

www.fortwayne.bbb.org

Indianapolis

317-488-2222

Toll free: 1-866-463-9222

www.indybbb.org

Merrillville

219-769-8053

www.nwin.bbb.org

South Bend

574-277-9121

Toll free: 1-800-439-5313

www.michiana.bbb.org

Kansas

Topeka

785-232-0454

www.topeka.bbb.org

Wichita

316-263-3146

Toll free: 1-800-856-2417 (KS)

www.wichita.bbb.org

Kentucky

Lexington 

859-259-1008

Toll free: 1-800-866-6668 

www.ky.bbb.org

Louisville

502-583-6546

Toll free: 1-800-388-2222 (KY)

www.ky-in.bbb.org

Louisiana

Alexandria

318-473-4494

www.alexandria-la.bbb.org

Baton Rouge

225-346-5222

www.batonrouge.bbb.org

Houma

985-868-3456

Toll free: 1-866-695-4222 (LA)

www.houma.bbb.org

Lafayette

337-981-3497

www.acadiana.bbb.org

Lake Charles

337-478-6253

Toll free: 1-800-542-7085

www.lakecharles.bbb.org

Monroe

318-387-4600

Toll free: 1-800-960-7756

www.monroe.bbb.org

New Orleans

504-581-6222

www.neworleans.bbb.org

Shreveport

318-222-7575

www.shreveport.bbb.org

Maine

Portland

207-878-2715

www.bosbbb.org

Maryland

Baltimore

410-347-3990

www.baltimore.bbb.org

Massachusetts

Natick

508-652-4800

www.bosbbb.org

West Springfield

413-734-3114

Toll free: 1-866-566-9222

www.cne.bbb.org

Worcester

508-755-2548

Toll free: 1-866-566-9222

www.cne.bbb.org

Michigan

Grand Rapids

616-774-8236

www.grandrapids.bbb.org

Southfield

248-644-9100

www.easternmichiganbbb.org

Minnesota

St. Paul 

651-699-1111

Toll free: 1-800-646-6222

www.mnd.bbb.org

Mississippi

Ridgeland

601-977-1020

Toll free: 1-800-987-8280

www.bbbmississippi.org

Missouri

Kansas City

816-421-7800

www.kansascity.bbb.org

Springfield

417-862-4222

www.springfield-mo.bbb.org

St. Louis

314-645-3300

www.stlouis.bbb.org

Montana

509-455-4200

Toll free: 1-800-356-1007

www.thelocalbbb.com

North Carolina

Asheville

828-253-2392

www.asheville.bbb.org

Charlotte

704-927-8611

Toll free: 1-877-317-7236

www.charlotte.bbb.org

Greensboro

336-852-4240

www.greensboro.bbb.org

Raleigh

919-277-4222

Toll free: 1-800-222-0950 

(Eastern NC)

www.bbbenc.org

Winston-Salem

336-725-8348

Toll free: 1-800-777-8348 

(Northwest NC)

www.nwnc.bbb.org
68

Better Business Bureaus

Nebraska

Lincoln 

402-436-2345

Toll free: 1-800-649-6814 

(Outside Lincoln)

www.bbbnebraska.org

Omaha

402-391-7612

Toll free: 1-800-649-6814 

(Outside Omaha)

www.bbbnebraska.org

New Hampshire

Concord

603-224-1991

www.bbbnh.org

New Jersey

Trenton 

609-588-0808

www.trenton.bbb.org

New Mexico

Albuquerque

505-346-0110

Toll free: 1-800-873-2224 (NM)

www.bbbsw.org

Farmington

505-326-6501

www.bbbsw.org

Nevada

Las Vegas

702-320-4500

www.vegasbbb.org

Reno

775-322-0657

www.renobbb.org

New York

Buffalo

716-881-5222

Toll free: 1-800-828-5000

www.upstateny.bbb.org

Farmingdale

212-533-6200

www.newyork.bbb.org

New York

212-533-6200

www.newyork.bbb.org

Rochester

716-881-5222

Toll free: 1-800-828-5000

www.rochester.bbb.org

Syracuse

716-881-5222

Toll free: 1-800-828-5000

www.syracuse.bbb.org

Tarrytown

212-533-6200

www.newyork.bbb.org

Ohio

Akron

330-253-4590

www.akronbbb.org

Canton

330-454-9401

Toll free: 1-800-362-0494 (OH)

www.cantonbbb.org

Cincinnati

513-421-3015

www.cinbbb.org

Cleveland

216-241-7678

www.cleveland.bbb.org

Columbus

614-486-6336

Toll free: 1-800-759-2400

www.columbus-ohbbb.org

Dayton

937-222-5825

Toll free: 1-800-776-5301

www.dayton.bbb.org

Lima

419-223-7010

www.limabbb.org

Toledo

419-531-3116

www.toledobbb.org

Youngstown

330-744-3111

www.youngstownbbb.org

Oklahoma

Oklahoma City

405-239-6081

www.oklahomacity.bbb.org

Tulsa

918-492-1266

www.tulsabbb.org

Oregon

Portland

503-226-3981

www.thebbb.org

Pennsylvania

Bethlehem

610-866-8780

www.easternpa.bbb.org

Harrisburg

717-364-3250

www.mybbb.org

Moosic

570-614-4222

www.nepa.bbb.org

Philadelphia

215-985-9313

www.mybbb.org

Pittsburgh

412-456-2700

www.pittsburgh.bbb.org

Rhode Island

Warwick

401-785-1212

www.rhodeisland.bbb.org

South Carolina

Columbia

803-254-2525

www.columbia.bbb.org

Conway

843-488-2227

www.carolina.bbb.org

Greenville

864-242-5052

Toll free: 1-800-948-5791

www.greenville.bbb.org

South Dakota

Sioux Falls

605-271-2066

Toll free: 1-800-649-6814 

(NE, SD, IA - Southwest)

www.bbbsouthdakota.org

Tennessee

Chattanooga

423-266-6144

Toll free: 1-800-548-4456 

(423 & 706 Area Codes)

www.chattanooga.bbb.org
69

Better Business Bureaus

Clarksville

931-503-2222

www.gobbb.org

Fayetteville

931-433-9501

www.gobbb.org

Franklin

615-250-7431

www.gobbb.org

Knoxville

865-692-1600

www.knoxville.bbb.org

Memphis

901-759-1300

Toll free: 1-800-222-8754 

www.midsouth.bbb.org

Murfreesboro

615-867-0032

www.middletennessee.bbb.org

Nashville

615-242-4222

Toll free: 1-800-989-4222 

(Middle TN)

www.gobbb.org

Texas

Abilene

325-691-1533

www.abilene.bbb.org

Amarillo

806-379-6222

www.amarillo.bbb.org

Austin

512-445-2911

www.centraltx.bbb.org

Beaumont

409-835-5348

www.bbbsetexas.org

College Station

979-260-2222

www.bbbbryan.org

Corpus Christi

361-852-4949

Toll free: 1-800-379-4222

www.caller.com/bbb

Dallas

214-220-2000

www.dallas.bbb.org

El Paso

915-577-0191

www.bbbelpaso.com

Fort Worth

817-332-7585

www.fortworth.bbb.org

Houston

713-868-9500

www.bbbhou.org

Longview

903-758-3222

www.longview.bbb.org

Lubbock

806-763-0459

Toll free: 1-800-687-7890 

(South Plains)

www.bbbsouthplains.org

Midland

432-563-1880

Toll free: 1-800-582-4433 (TX)

www.permianbasinbbb.org

San Angelo

325-949-2989

www.sanangelo.bbb.org

San Antonio

210-828-9441

www.sanantonio.bbb.org

Texarkana

903-793-4565

Toll free: 1-800-372-4222

www.texarkana.bbb.org

Tyler

903-581-5704

Toll free: 1-800-443-0131 

(903 & 430 Area Codes)

www.tyler.bbb.org

Waco

254-755-7772

www.waco.bbb.org

Weslaco

956-968-3678

www.weslaco.bbb.org

Wichita Falls

940-691-1172

Toll free: 1-800-388-1778

www.bbbnorcentx.org

Utah

Salt Lake City

801-892-6009

Toll free: 1-800-456-3907

www.utah.bbb.org

Virginia

Norfolk

757-531-1300

www.hamptonroadsbbb.org

Richmond

804-648-0016

www.richmond.bbb.org

Roanoke

540-342-3455

www.vabbb.org

Washington

DuPont

206-431-2222

www.thebbb.org

Spokane

509-455-4200

www.thelocalbbb.org

Wisconsin

West Allis

414-847-6000

www.wisconsin.bbb.org

West Virginia

Charleston

304-345-7502

Toll free: 1-800-362-0494 

www.greaterwestvirginiabbb.org
70 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

The following directory lists the addresses and phone numbers for hundreds of Corporations. 

Many companies have a special department that handles consumer questions and concerns. 

Other companies opt to list their corporate headquarters. If you do not find the company you 

are looking for, try checking your public libraries for the following resource books:

 • 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 book 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 them know about your complaint and whether the 

seller was able to resolve your problem. Consumer affairs offices are set up within companies because 

they want to hear from you.

SOCAP INTERNATIONAL

Many of the companies listed in this handbook are members of the Society of Consumer Affairs 

Professionals International (SOCAP). A professional organization established in 1973, the Society’s 

goal is to improve the marketplace for consumers by addressing their concerns within the corporate 

structures. SOCAP members are identified in this directory by a mobius strip, which is part of SOCAP’s 

official logo, and symbolizes the unbroken connection between good business and customer satisfaction 

and loyalty. For more information, contact SOCAP (p. 126). 

3COM Corp.

350 Campus Dr.

Marlborough, MA 01752-3064

508-323-5000

Toll free: 1-800-876-3266

Fax: 508-323-1111

support.3com.com/index.htm

3M

Customer Relations

3M Center

St. Paul, MN 55144-1000

651-737-6501

Toll free: 1-800-364-3577

Fax: 1-800-713-6329 (Toll free) 

Fax: 651-737-7117

www.3m.com

A

A&W Restaurants, Inc.

See also: Yum! Brands, Inc.

1900 Colonel Sanders Ln.

PO Box 34550 (ZIP 40232)

Louisville, KY 40213

Toll free: 1-866-456-2929

www.awrestaurants.com

 A.J. Wright

See also: TJX Companies Inc.

www.tjx.com/about/ajwright

 AAMCO

Transmissions, Inc.

Consumer Affairs

201 Gibraltar Rd.

Horsham, PA 19044

610-668-2900 ext. 224

Toll free: 1-800-292-8500 ext. 224

Fax: 610-664-5897

E-mail: awright@AAMCO.com

www.aamco.com

 Abbott Laboratories

Customer Relations

100 Abbott Park Rd.

Abbott Park, IL 60064-6400

847-937-6100 (General Info)

Toll free: 1-800-323-9100

(Diagnostic)

Toll free: 1-800-222-6883 

(Vascular)

Toll free: 1-800-255-5162 

(Pharmaceuticals)

www.abbott.com

 ABC, Inc.

500 S Buena Vista St.

Burbank, CA 91521-4551

818-460-7477

www.abc.com
Member of SOCAP International, see page 126 71

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

 Accor North America

4001 International Parkway 

Carrollton, TX 75007

972-360-9000

www.accor-na.com

 Ace Hardware Corp.

2200 Kensington Court

Oak Brook, IL 60523

630-990-6600

Fax: 630-990-3145

www.acehardware.com

 ACE USA Companies

Customer Services

PO Box 1000

436 Walnut St.

Philadelphia, PA 19106

215-640-4555

Fax: 215-640-2489

www.ace-ina.com

 Adaptec

Customer Service

691 South Milpitas Blvd.

Milpitas, CA 95035

408-945-8600

Toll free: 1-800-959-7274

Fax: 408-262-2533

E-mail: support@adaptec.com

www.adaptec.com

 Adidas USA

Consumer Service

5055 N Greeley Ave.

Portland, OR 97217

Toll free: 1-800-448-1796

Fax: 971-234-4515

E-mail: customerservice@

shopadidas.com

www.adidas.com

 Admiral

See also: Maytag Corp.

Toll free: 1-800-688-1100

 Adobe Systems Inc.

345 Park Ave.

San Jose, CA 95110-2704

408-536-6000

Toll free: 1-800-833-6687

Fax: 408-537-6000

www.adobe.com

 Aerus Electrolux Corp.

Customer Service

300 East Valley Dr.

Bristol, VA 24201

Toll free: 1-800-243-9078

Fax: 540-645-2863

E-mail: customerservice@

aerusonline.com

www.aerusonline.com

 AETNA, Inc.

151 Farmington Ave.

Hartford, CT 06156

860-273-0123

Toll free: 1-800-872-3862 

(Outside CT)

www.aetna.com

 Alamo Rent A Car

208 St. James Ave.

Goose Creek, SC 29445

918-401-6234

Toll free: 1-800-445-5664

E-mail: crelations@alamo.com

www.alamo.com

 Alaska Airlines

Consumer Care

PO Box 24948-SEAGT

Seattle, WA 98124-0948

206-431-3647 (Horizon Air)

206-392-6580 (Baggage Claims)

206-392-7722 (Refunds/Lost 

Tickets)

Toll free: 1-800-654-5669 

(Customer Care)

Fax: 206-439-4477

www.alaskaair.com

 Alberto Culver Co.

Customer Relations

2525 Armitage Ave.

Melrose Park, IL 60160

708-450-3000

Toll free: 1-800-333-0005

Fax: 708-450-3435

www.alberto.com

 Albertsons Inc.

Community Relations

250 Parkcenter Blvd.

Boise, ID 83706

208-395-6392

Toll free: 1-877-932-7948

Fax: 208-395-4382

www.albertsons.com

 Alcon Laboratories, Inc.

Consumer Affairs, QA-Q122

Technical Consumer Affairs, QA

6201 South Freeway

Fort Worth, TX 76134

817-551-8454

Toll free: 1-800-757-9195

Fax: 817-551-3092

www.alconlabs.com

 Allied Van Lines, Inc.

Customer Service

PO Box 440

Chicago, IL 60680-4403

630-717-3590

Toll free: 1-800-510-7469

Toll free: 1-800-470-2851

Fax: 630-717-3123

E-mail: custsvc@alliedvan.com

www.allied.com

 Allstate Insurance Co.

2775 Sanders Rd.

Northbrook, IL 60062

847-402-5000

Toll free: 1-800-255-7828

Fax: 847-418-5966

www.allstate.com

 Alltel Corp.

Corporate

1 Allied Dr.

Little Rock, AR 72202

501-905-8000

Toll free: 1-800-255-8351

Fax: 501-905-5444

Customer Relations-Call Center

2001 NW Sammamish Rd.

Issaquah, WA 98027

425-313-5200

Toll free: 1-800-873-2349

Fax: 425-313-5520

www.alltel.com

 Almaden Vinyards

Consumer Relations

12667 Rd. 24

Madera, CA 93637

Toll free: 1-800-726-9977

www.almaden.com

 Aloha Airlines

Customer Care Center

PO Box 30028

Honolulu, HI 96820

808-539-5994

Toll free: 1-888-771-2855 

(Customer Care)

Toll free: 1-800-803-9454

(Baggage)

Fax: 808-539-5999

www.alohaairlines.com
72 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

 Amana Appliances

See also: Maytag Corp.

Consumer Affairs

403 W 4th St., N

Newton, IA 50208

Toll free: 1-800-843-0304

(Consumer Affairs)

Toll free: 1-800-628-5782 

(Service)

Toll free: 1-877-232-6771 (Parts)

www.amana.com

 Amazon.com, Inc.

Customer Service

PO Box 81226

Seattle, WA 98108-1226

206-266-1000

Toll free: 1-800-201-7575

Fax: 206-266-2335

www.amazon.com

 America Online, Inc.

Member Services

222000 AOL Way

Dulles, VA 20166

703-265-1000

Toll free: 1-800-827-6364

Fax: 703-918-1400

www.aol.com

 America West Airlines

Customer Relations

4000 East Sky Harbor Blvd.

Phoenix, AZ 85034

480-693-0800

Toll free: 1-800-835-7779 

(Refunds/Lost Tickets)

Toll free: 1-800-363-2542 

(Lost/Damaged Baggage)

TTY: 1-800-526-8077 (Toll free)

Fax: 480-693-2300

www.americawest.com

 American Airlines, Inc.

PO Box 619612 MD 2400

Dallas/Fort Worth Airport, 

TX 75261-9612

817-967-2000

817-967-4162

Fax: 817-967-4162

www.aa.com

 American Automobile 

Association

Member Relations

1000 AAA Dr., Mailspace 61

Heathrow, FL 32746

407-444-8391

Fax: 407-444-8416

www.aaa.com

 American Express Co.

Consumer Relations

777 American Express Way

Ft. Lauderdale, FL 33337

212-640-2000

Toll free: 1-800-528-4800 

(Green Card)

Toll free: 1-800-327-2177 

(Gold Card)

Toll free: 1-800-525-3355

(Platinum Card)

Toll free: 1-877-877-0987 

(Centurion Card)

www.americanexpress.com

 American Greetings Corp.

Consumer Relations

1 American Rd.

Cleveland, OH 44144

216-252-7300

Toll free: 1-800-777-4891

Toll free: 1-800-321-3040

E-mail: consumer.relations

amgreetings.com

www.corporate.american

greetings.com

 American Standard, Inc.

Consumer Affairs

PO Box 6820

1 Centennial Plaza

Piscataway, NJ 08855-6820

Toll free: 1-800-442-1902

Fax: 732-980-6170

www.americanstandard.com

 American Tourister

See also: Samsonite Corp.

Toll free: 1-800-547-2247

www.americantourister.com

 America’s Favorite Chicken 

Co. (AFC Enterprises)

5555 Glenridge Connector NE 

Ste. 300

Atlanta, GA 30342

Toll free: 1-800-222-5857

www.afce.com

 Amgen, Inc.

Customer Service Department

1 Amgen Center Dr.

Thousand Oaks, CA 91320-1799

805-447-1000

Toll free: 1-800-282-6436

★

Fax: 805-447-1010

www.amgen.com

 Amway Corp.

Customer Service 

N. American Business Region

7575 Fulton St. East

Ada, MI 49355-0001

616-787-6000

Toll free: 1-800-253-6500 

(Customer Service)

Toll free: 1-800-544-7167 

(Locate Distributor)

TTY: 1-800-548-3878 (Toll free)

Fax: 616-682-4000

E-mail: 

order.support@quixtar.com

www.amway.com

 Andersen Windows, Inc.

Window Care Call Center

100 Fourth Ave. North

Bayport, MN 55003-1096

651-264-5150

Toll free: 1-888-888-7020

Fax: 651-264-5827

www.andersenwindows.com

 Anheuser-Busch, Inc.

Customer Call Center

1 Busch Place

St. Louis, MO 63118

Toll free: 1-800-342-5283

www.budweiser.com

 AON Corp.

AON Center

200 East Randolph

Chicago, IL 60601

312-381-1000

Fax: 312-701-3793

www.aon.com

 Aon Innovative Solutions

Financial Relations

13922 Denver West Pkwy.

Golden, CO 80401

303-279-2900

Toll free: 1-800-528-6280

Toll free: 1-800-613-8000

www.aoninnovativesolutions.com

Apple Computer, Inc.

1 Infinite Loop

Cupertino, CA 95014

Toll free: 1-800-676-2775 

(Customer Service)

Toll free: 1-800-275-2273 

(Extended Service & Support)
Member of SOCAP International, see page 126 73

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

Toll free: 1-800-800-2775 

(Education)

TTY: 1-800-767-2775 

(Disability Solutions)

www.apple.com

Appleseed’s

Customer Service

30 Tozer Rd.

Beverly, MA 01915

978-922-2040

Toll free: 1-800-767-6666

Fax: 800.755.7557

E-mail: CustomerService@

Appleseeds.com

www.appleseeds.com

Arby’s Restaurant Group, Inc.

Corporate

1155 Perimeter Center W

Atlanta, GA 30338

678-514-4100

Fax: 678-514-5347

www.arbys.com

Arizona Mail Order

PO Box 27800

Tucson, AZ 85713

Toll free: 1-800-362-8410

Fax: 1-800-964-1975 (Toll free)

E-mail: CustomerService@

OldPuebloTraders.com

www.oldpueblotraders.com 

www.shopopt.com

Armstrong World 

Industries, Inc.

Customer Service

PO Box 3001

2500 Columbia Ave.

Lancaster, PA 17604

717-397-0611

Toll free: 1-800-233-3823

Fax: 717-396-4270

www.armstrong.com

Asante Networks, Inc.

2223 Old Oakland Rd.

San Jose, CA 95131

408-435-8388

Toll free: 1-800-303 9121 

(Customer Service)

Toll free: 1-866-880-9524 

(Rebates)

Fax: 408-432 7511

E-mail: support@asante.com

www.asante.com

A.T. Cross Company

Consumer Relations

1 Albion Rd.

Lincoln, RI 02865

401-333-1200

Toll free: 1-800-282-7677

Fax: 401-334-4351

E-mail: consumerre@cross.com

www.cross.com

AT&T

Consumer Services

340 Mount Kemble Ave. 

Room N208

Morristown, NJ 07962

Toll free: 1-800-222-0300 

(General)

Toll free: 1-800-288-2747 

(Service & Repairs)

TTY: 1-800-682-8706; 

1-800-682-8786 (Toll free)

Fax: 973-644-7381

E-mail: www.allie.att.com

www.att.com

AT&T Wireless Service, Inc.

See also: Cingular Wireless, Inc.

 Ateeco, Inc.

Consumer Affairs Department

PO Box 606

600 East Center St.

Shenandoah, PA 17976-0606

570-462-2745

Toll free: 1-800-233-3170

Fax: 570-462-3299

www.pierogies.com

ATI Technologies, Inc.

33 Commerce Valley Dr., E

Markham ONT L3Y 7X6 Canada

905-882-2600

905-882-2620

www.ati.com

Atlas World Group, Inc.

Customer Service

1212 St. George Rd.

Evansville, IN 47711-2364

812-424-2222

Toll free: 1-800-638-9797

Fax: 812-421-7129

www.atlasworldgroup.com

Avis Rent-A-Car System

Customer Service

4500 South 129th East Ave.

PO Box 699000

Tulsa, OK 74169-9000

Toll free: 1-800-352-7900

Fax: 918-621-4819

E-mail: custserv@avis.com

www.avis.com

 Avon Products, Inc.

Customer Information Center

1251 Ave. of the Americas

New York, NY 10020

212-282-7000

Toll free: 1-800-367-2866

Toll free: 1-800-445-2866

(Product Info Center) 

Toll free: 1-800-367-2866 

(Consumer Info Center)

www.avon.com

AXA Equitable Co., Inc.

1290 Ave. of the Americas 

12th Floor

New York, NY 10104

212-554-1234

www.equitable.com

B

 Bacardi U.S.A., Inc.

Consumer Services

2100 Biscayne Blvd.

Miami, FL 33137

Toll free: 1-800-222-2734

www.bacardi.com

Bali Company

Intimate Apparel 

Consumer Services

PO Box 450

Winston-Salem, NC 27102

336-519-6053

Toll free: 1-800-225-4872

www.balicompany.com

Bally Total Fitness Corp.

Member Services

PO Box 1090

Norwalk, CA 90651-1090

562-484-2980

Toll free: 1-800-515-2582

Toll free: 1-866-402-2559

Fax: 773-693-2982

www.ballyfitness.com

Bank of America Corp.

100 North Tryon St.

Mail Code NC1-007-18-01

Charlotte, NC 28255

Toll free: 1-800-432-1000

www.bankofamerica.com
74 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

BankUnited

Customer Service

7815 NW 148th St.

Miami Lakes, FL 33016

Toll free: 1-877-779-2265

www.bankunited.com

Baskin Robbins

Dunkin Brands Consumer Care

130 Royall St.

Canton, MA 02021

Toll free: 1-800-859-5339

www.baskinrobbins.com

Bass Pro Shops, Inc.

Customer Service

2500 East Kearney

Springfield, MO 65898

417-873-5000

Toll free: 1-800-227-7776

Toll free: 1-800-976-6344

(Customer Service)

Toll free: 1-800-554-5488 

(Catalog)

TTY: 1-800-442-5788 (Toll free)

Fax: 417-873-5060

www.basspro.com

Bath & Body Works

Customer Service

Seven Limited Parkway East

Reynoldsburg, OH 43068

Toll free: 1-800-395-1001

www.bathandbodyworks.com

 Bayer HealthCare 

Consumer Care

Consmer Care

36 Columbia Rd.

PO Box 1910

Morristown, NJ 07962-1910

973-254-5000

Toll free: 1-800-331-4536

Fax: 973-408-8000

www.consumercare.bayer.com

 BD (Becton, Dickinson 

and Company)

1 Becton Dr. MC 376

Franklin Lakes, NJ 07417

201-847-6800

Toll free: 1-888-232-2737

Toll free: 1-800-255-6334

(Education Center)

Toll free: 1-888-237-2762 

(Customer Service)

www.bd.com

Bear Creek Corp.

2518 South Pacific Hwy.

PO Box 299

Medford, OR 97501

Toll free: 1-541-864-2121

Toll free: 1-800-345-5655 

(Harry & David)

Toll free: 1-800-872-7673 

(Jackson & Perkins)

Fax: 541-776-2194

www.harryanddavid.com

Beech-Nut Nutrition Corp.

Consumer Affairs

100 S 4th St., Ste. 1010

St. Louis, MO 63102

314-436-7667

Toll free: 1-800-233-2468

Fax: 314-436-7679

www.beech-nut.com

 Beiersdorf, Inc.

Customer Service

Wilton Corporate Center

187 Danbury Rd.

Wilton, CT 06897

203-563-5800

Toll free: 1-800-233-2340

Fax: 203-563-5895

www.bdfusa.com

BellSouth 

Telecommunications, Inc.

Executive Appeals Manager

BellSouth Center

675 West Peachtree St., NE 

Ste. 37D57

Atlanta, GA 30375

404-927-7400

Toll free: 1-800-346-9000 

TTY: 1-800-251-5325 (Toll free)

Fax: 404-584-6545

E-mail: HeadquartersAppeals@

BellSouth.com

www.bellsouth.com

Benihana Inc.

Customer Relations Manager

8685 Northwest 53rd Terrace

Miami, FL 33166

305-593-0770

Toll free: 1-800-327-3369

Fax: 305-592-6371

E-mail: customerrelations@

benihana.com

www.benihana.com

 Best Buy Company, Inc.

Complaint Dept.

7601 Penn Ave. South

Richfield, MN 55423

612-291-1000

Toll free: 1-888-237-8289

www.bestbuy.com

Best Foods

See also: Unilever

Consumer Services

920 Sylvan Ave., 2nd Floor

Englewood Cliffs, NJ 07632-9976

Toll free: 1-800-418-3275

(Consumer Services)

www.bestfoods.com

 Best Western 

International, Inc.

Customer Relations

PO Box 42007

Phoenix, AZ 85080-2007

623-780-6181

Toll free: 1-800-780-7234 

(Reservations Assistance)

Toll free: 1-800-528-1238 

(Customer Relations)

TTY: 1-800-528-2222 (Toll free)

Fax: 623-780-6199

www.bestwestern.com

BIC Corp

Consumer Affairs Dept.

500 Bic Dr.

Milford, CT 06460

203-783-2000

www.bicworld.com

Big Lots, Inc.

Customer Relations

300 Phillipi Rd.

PO Box 28512

Columbus, OH 43228-0512

614-278-6800

Toll free: 1-800-877-1253

www.biglots.com

 Binney & Smith Inc.

1100 Church Ln.

Easton, PA 18044-0431

610-253-6272

Toll free: 1-800-272-9652

www.crayola.com

 Birds Eye Foods, Inc.

Attn: Consumer Relations

PO Box 19027

Green Bay, WI 54307-9027

920-435-5300
Member of SOCAP International, see page 126 75

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

Toll free: 1-800-563-1786 

(Birds Eye, Freshlike, Nalley, 

Berstein’s)

Toll free: 1-800-270-2743 (Other)

www.birdseyefoods.com

 Bissell Homecare, Inc.

Customer Service

2345 Walker Ave., NW

PO Box 3606 (ZIP 49501)

Grand Rapids, MI 49544-2597

Toll free: 1-800-237-7691

www.bissell.com

 Black and Decker (US) Inc.

Customer Service

101 Schilling Rd.

Hunt Valley, MD 21031

Toll free: 1-800-544-6986 

(Customer Service/

Product Support)

Toll free: 1-888-678-7278 (Parts)

Toll free: 1-800-328-0590 

(DIY Books/Publishing)

www.blackanddecker.com

Blockbuster Entertainment 

Corp.

Customer Care

1201 Elm St.

Dallas, TX 75270

214-258-1017

Toll free: 1-866-692-2789 

(Blockbuster Online)

www.blockbuster.com

Bloomingdale’s, Inc.

1000 Third Ave.

New York, NY 10022

212-705-2000

Toll free: 1-800-950-0047 (Credit)

www.bloomingdales.com

 Bob Evans Farms, Inc.

3776 South High St.

Columbus, OH 43207

614-491-2225

Toll free: 1-800-272-7675

Fax: 614-497-4330

www.bobevans.com

Bojangles’ Restaurants, Inc.

Customer Relations

9432 Southern Pine Blvd.

Charlotte, NC 28273

704-527-2675

Toll free: 1-888-300-4265 

(Customer Service)

Fax: 704-523-6803

www.bojangles.com

Borland Software Corp.

Customer Support

100 Enterprise Way

Scotts Valley, CA 95066

Toll free: 1-800-523-7070 

(Customer Service)

E-mail: 

customer-service@borland.com

www.borland.com

 BP Corp.

Consumer Relations

PO Box 3011

Naperville, IL 60566

Toll free: 1-800-333-3991

Fax: 630-300-5254

E-mail: bpconsum@bp.com

www.bp.com

 Braun

1 Gillette Park

Boston, MA 02127-1096

Toll free: 1-800-272-8611

www.braun.com

The Breathe Right Company

CNS, Inc., Consumer Relations

20 Troy Rd.

Whippany, NJ 07981

Toll free: 1-800-858-6673

E-mail: 

cnsinfo@consumerfirst.com

www.breatheright.com

 Bridgestone Firestone 

Retail & Commercial 

Operations, LLC

Consumer Affairs

PO Box 7988

Chicago, IL 60680-9534

Toll free: 1-800-367-3872

Fax: 1-800-760-7859 (Toll free)

E-mail: firestone_consumer_

affairs@faneuil.com

www.firestonecompleteauto

care.com

 Bristol-Myers Squibb 

Company

Customer Relations

PO Box 4000

Princeton, NJ 08543-4000

609-252-4000

Toll free: 1-800-332-2056

Fax: 609-897-6016

www.bms.com

★

British Airways

75-20 Astoria Blvd.

Jackson Heights, NY 11370

Toll free: 1-800-247-9297 

(Reservations)

Toll free: 1-800-828-8144 

(Baggage Claims)

Toll free: 1-800-403-0882 

(Online Support)

TTY: 1-866-393-0961

(Reservations)

Fax: 347-418-4395

www.britishairways.com

 Brooks Eckerd Pharmacy

Customer Service

50 Service Ave.

Warwick, RI 02886

401-825-3900

Toll free: 1-800-325-3737

TTY: 1-800-760-4833 (Toll free)

Fax: 401-825-3587

www.eckerd.com

Brother International Corp.

Customer Service

100 Somerset Corp. Blvd.

Bridgewater, NJ 08807

908-704-1700

Toll free: 1-800-276-7746

www.brother-usa.com

Brown Shoe 

Company, Inc.

Consumer Care

8300 Maryland Ave.

St. Louis, MO 63105

314-854-4000

Toll free: 1-800-766-6465

Fax: 314-854-4274

E-mail: info@brownshoe.com

www.brownshoe.com

Brown-Forman Beverages 

Worldwide

Consumer Services

PO Box 1080

Louisville, KY 40201

502-585-1100

Toll free: 1-800-753-4567

www.brown-forman.com
76 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Brunswick Corp.

Service Department

1 North Field Court

Lake Forest, IL 60045-4811

847-735-4700

Fax: 847-735-4765

E-mail: 

services@brunswick.com

www.brunswick.com

Budget Gourmet

See also: Michelina’s

Budget Rent A Car 

System, Inc.

Customer Service

4500 S 129th East Ave.

PO Box 69084

Tulsa, OK 74169-0840

Toll free: 1-800-214-6094 

(Customer Service)

Toll free: 1-800-404-8033 

(Technical Assistance)

Toll free: 1-800-527-0700 

(Reservations)

Toll free: 1-800-283-4382 

(Moving Truck Customer 

Service)

Toll free: 1-800-354-2847 

(Rd.side Assistance)

TTY: 1-800-826-5510 (Hearing 

Impaired); 1-800-526-6408 

(Drivers with Disabilities)

www.budget.com

Bulova Corp.

Customer Relations

1 Bulova Ave.

Woodside, NY 11377

718-204-3300

718-204-4603 (Tech Assistance)

Toll free: 1-800-228-5682 

(Hotline)

Toll free: 1-800-233-3350 

(Service Department)

Fax: 718-204-3546

www.bulova.com

Burlington Coat Factory 

Direct Corp.

1830 Route 130 N

Burlington, NJ 08016

609-387-7800

Toll free: 1-888-223-2628

Fax: 609-387-7071

www.burlingtoncoatfactory.com

Burlington 

Industries, Inc.

804 Green Valley

Greensboro, NC 27408

336-379-6220

Toll free: 1-800-763-0123

Fax: 336-379-6476

E-mail: 

info@burlingtonworldwide.com

www.burlington.com

 Bush Brothers & Company

Consumer Relations

PO Box 52330

Knoxville, TN 37950-2330

865-558-5445

E-mail: letters@bushbros.com

www.bushbeans.com

C

CA, Inc.

1 Computer Associates Plaza

Islandia, NY 74101-3391

631-342-6000

Toll free: 1-800-637-5858

(Customer Service)

Toll free: 1-800-225-5224

(Product Info)

Fax: 631-342-6800

www.ca.com

Cabela’s Government 

Outfitter

Government Sales

1 Cabela Dr.

Sidney, NE 69160

308-254-5505

Toll free: 1-800-242-1596

TTY: 1-800-695-5000 (Toll free)

Fax: 308-255-6680

E-mail: 

government@cabelas.com

www.cabelas.com

Cablevision 

Systems, Inc.

1111 Stewart Ave.

Bethpage, NY 11714

516-803-2300

Toll free: 1-800-244-2328

www.cablevision.com

CalComp, Inc.

See also: GTCO CalComp, Inc.

14555 N 82nd St.

Scottsdale, AZ 85260

480-948-6540

Toll free: 1-800-856-0732

Fax: 480-948-5508

www.calcomp.com

Calvin Klein

1001 Frontier Rd.

Bridgewater, NJ 08807

212-719-2600

Fax: 212-221-4541

www.calvinklein.com

Campbell Soup Co.

Consumer Affairs

1 Campbell Place

Camden, NJ 08103-1701

Toll free: 1-800-257-8443

www.campbellsoup.com

CARFAX, Inc.

Consumer Affairs

10304 Eaton Place, Ste. 500

Fairfax, VA 22030

703-218-0340

Fax: 1-866-728-6455 (Toll free)

E-mail: 

carfaxwebsupport@carfax.com

www.carfax.com/help

Carnival Cruise Lines

Guest Relations

3655 NW 87th Ave.

Miami, FL 33178-2428

305-599-2600

Toll free: 1-800-438-6744

Toll free: 1-888-227-6482

TTY: 1-800-972-4386

Fax: 305-406-8630

www.carnival.com

Carrier Air 

Conditioning Co.

Customer Relations

PO Box 4808

Syracuse, NY 13221-4808

860-674-3000

Toll free: 1-800-227-7437 

(Customer Service Hotline)

Fax: 315-432-6620

www.global.carrier.com

Carvel Corp.

Customer Service Dept.

175 Capital Blvd., Ste. 400

Rocky Hill, CT 06067-3914

860-257-4448

Toll free: 1-800-322-4848

Fax: 860-257-8859

www.carvel.com

★

★
Member of SOCAP International, see page 126 77

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

Casio, Inc.

570 Mt. Pleasant Ave.

Dover, NJ 07801

973-361-5400

Toll free: 1-800-962-2746

Fax: 973-537-8926

www.casio.com

Casual Male Retail Group

555 Turnpike St.

Canton, MA 02021

781-828-9300

Toll free: 1-800-767-0319

www.cmrginc.com

The CBS Television Network

Audience Services

524 West 57th St.

New York, NY 10019

212-975-3247

E-mail: audsvcs@cbs.com

www.cbs.com

CEC Entertainment, Inc.

4441 West Airport Freeway

Irving, TX 75015

972-258-8507

Toll free: 1-888-778-7193

Fax: 972-258-8545

www.chuckecheese.com

Cellullar One

Customer Service

401 E Memorial Rd., Ste. 500

Oklahoma City, OK 73114

Toll free: 1-800-934-3996

www.celloneusa.com

Ceridian Corp.

3311 East Old Shakopee Rd.

Minneapolis, MN 55425

952-853-8100

Toll free: 1-888-401-5878 

Toll free: 1-800-272-9605 

(Plan Sponsor Cust Service)

www.ceridian.com

Chanel, Inc.

Customer Service

9 West 57th St., 44th Floor

New York, NY 10019-2790

212-688-5055

Toll free: 1-800-550-0005

www.chanel.com

Chase Bank (J.P. Morgan 

Chase Bank)

1 Chase Plaza

New York, NY 10005

212-270-6000

Toll free: 1-866-879-3207

Toll free: 1-877-576-6616

www.chase.com

Chattem, Inc.

Consumer Affairs

PO Box 22219

Chattanooga, TN 37409

423-821-4571

www.chattem.com

Chevron Corp.

Dealer & Consumer Affairs

6001 Bollinger Canyon Rd.

San Ramon, CA 94583

925-842-1000

832-854-6000

Toll free: 1-800-962-1223

www.chevron.com

Chicken of the Sea 

International

Consumer Affairs

9330 Scranton Rd., Ste. 500

San Diego, CA 92121

858-597-4242

Toll free: 1-800-456-1511

Fax: 858-597-4248

www.chickenofthesea.com

Chuck E. Cheese’s 

Restaurant

See also: CEC Entertainment

Church & Dwight 

Company, Inc.

Consumer & Professional 

Relations 

469 North Harrison St.

Princeton, NJ 08543-5297

609-683-5900

Toll free: 1-800-524-1328

www.churchdwight.com

CIBA Vision

Consumer Relations

11460 Johns Creek Pkwy.

Duluth, GA 30097

678-415-3937

Toll free: 1-800-875-3001

www.cibavision.com

Cingular Wireless

Glenridge Highlands Two

5565 Glenridge Connector

Atlanta, GA 30342

Toll free: 1-800-331-0500

TTY: 1-866-241-6567 (Toll free)

www.cingular.com

Circuit City Stores, Inc.

9954 Mayland Dr.

Richmond, VA 23233

804-527-4000

Toll free: 1-800-843-2489

www.circuitcity.com

Citigroup, Inc.

US Service Ctr. Citi Inquiries

100 Citibank Dr. 

PO Box 769004

San Antonio, TX 78245-9004

www.citibank.com

Citizen America

Customer Service

363 Van Ness Way, Ste. 404

Torrance, CA 90501

310-781-1460

Toll free: 1-800-258-8529

Fax: 310-781-9152

E-mail: customerservice@

citizen-america.com

www.citizen-america.com

Citizen Watch Company 

of America, Inc.

1000 W 190 St.

Torrance, CA 90502-1040

Toll free: 1-800-321-1151

Toll free: 1-800-321-1023, 

ext. 4234 (Repairs/

Technical Support)

Toll free: 1-800-321-1023, 

ext. 4299 (Parts)

Fax: 310-532-8171

E-mail: customerservice_us@

citizenwatch.com

www.citizenwatch.com

Clopay Building Products 

Co. (a subsidiary of Griffon 

Company)

Consumer Affairs

8585 Duke Blvd.

Mason, OH 45040-3101

Toll free: 1-800-225-6729

www.clopaydoor.com
78 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

The Clorox Co.

Consumer Services

1221 Boadway

Oakland, CA 94612-1888

Toll free: 1-800-292-2200 

(Laundry Brands)

Toll free: 1-800-835-4523 

(GLAD)

Toll free: 1-800-227-1860 

(Household Surface Cleaners)

Toll free: 1-800-426-6228 

(Insecticides)

Toll free: 1-800-242-7482 

(Water Purification Systems)

www.thecloroxcompany.com

Coats & Clark Inc.

Consumer Service

PO Box 12229

Greenville, SC 29612-0229

864-877-8985

Toll free: 1-800-648-1479

www.coatsandclark.com

The Coca-Cola Co.

Industry and Consumer Affairs

PO Box 1734

Atlanta, GA 30301

404-676-2121

Toll free: 1-800-438-2653

TTY: 1-800-262-2653 (Toll free)

Fax: 404-676-4903

E-mail: crreview@na.ko.com

www.thecocacolacompany.com

Coldwell Banker 

Real Estate Corp.

1 Campus Dr.

Parsippany, NJ 07054

973-428-9700

Toll free: 1-877-373-3829

www.coldwellbanker.com

The Colgate-Palmolive 

Company

Consumer Affairs

300 Park Ave.

New York, NY 10022

212-310-2000

Toll free: 1-800-468-6502

Fax: 212-310-3243

www.colgate.com

Colonial Penn Life Insurance

399 Market St., 5th Floor 

Philadelphia, PA 19181

Toll free: 1-877-877-8052.

Toll free: 1-800-891-0915 (NY)

★

Toll free: 1-800-523-9100 

(Life Customer Service)

www.colonialpenn.com

The Columbia House 

Company

1400 N Fruitridge Ave.

Terre Haute, IN 47811-0100

Toll free: 1-800-562-4046 (Music)

Toll free: 1-800-262-2001 

(Video/DVD)

Toll free: 1-800-901-5545 

(TV Library Club)

Toll free: 1-800-965-9665

(Audiobook)

Fax: 1-800-590-6656

www.columbiahouse.com

Combe Inc.

1101 Westchester Ave.

White Plains, NY 10604-3503

914-694-5454

Toll free: 1-800-431-2610 

(Consumer Affairs)

Toll free: 1-800-873-7400

(Product Questions)

Fax: 914-694-6320

www.combe.com

CompUSA, Inc.

Customer Service

14951 N Dallas Pkwy

Dallas, TX 75254

972-982-4000

Toll free: 1-800-266-7872

Fax: 972-528-5687

E-mail: customer_service@

compusa.com

www.compusa.com

ConAgra Foods

Consumer Affairs

PO Box 3768

Omaha, NE 68103-0768

Toll free: 1-800-722-1344

Fax: 402-595-7880

www.conagrafoods.com

Conair Cuisinart Corp.

Consumer Affairs

150 Milford Rd.

East Windsor, NJ 08520

609-426-1300

Toll free: 1-800-366-5391

Fax: 609-426-9475

www.conair.com

Congoleum Corp.

Consumer Affairs

3700 Quakerbridge Rd.

Mercerville, NJ 08619

609-584-3610

Toll free: 1-800-274-3266

www.congoleum.com

ConocoPhillips

600 N Dairy Ashford Rd.

Houston, TX 77079

281-293-1000

www.conocophillips.com

Constellation Wines U.S.

Centerra Wine Company

235 North Bloomfield Rd.

Canandaigua, NY 14424

585-396-7600

831-675-2481 (Pacific Wine 

Partners LLC)

585-396-7600 (North Lake 

Wines)

Toll free: 1-888-659-7900 

(Centerra Wine Company)

www.cwinesus.com

Consumer Credit Counseling 

Service of Greater 

Washington, Inc.

15847 Crabbs Branch Way

Rockville, MD 20855

301-590-1010

Toll free: 1-800-747-4222

E-mail: info@cccsdc.org

www.cccsdc.org

Contempo Casuals

See also: Wet Seal, Inc.

Continental Airlines, Inc.

Customer Relations

PO Box 4607 - NH CCR

Houston, TX 77210-4607

713-324-5000

Toll free: 1-800-932-2732

E-mail: custo@coair.com

www.continental.com

Continental Tire North 

America, Inc.

Consumer Relations

1800 Continental Blvd.

Charlotte, NC 28273

Toll free: 1-800-847-3349

Fax: 1-888-847-3329 (Toll free)

www.continentaltire.com
Member of SOCAP International, see page 126 79

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

Converse, Inc.

Customer Service Group

1 High St.

North Andover, MA 01845

Toll free: 1-800-547-2667

www.converse.com

Conwood Company, L.P.

813 Ridge Lake Blvd.

Memphis, TN 38120

901-761-2050

901-767-1302

Toll free: 1-800-238-5990

www.cwdlp.com

Coors Brewing Co.

Consumer Information Ctr. 

Consumer Relations

311 10th St. - NH475

Golden, CO 80401

303-279-6565

Toll free: 1-800-642-6116

Fax: 303-277-5415

www.coors.com

Corel Corp.

US - Corel Minneapolis

7905 Fuller Rd.

Eden Prairie, MN 55344

Corel Corporate Office

1600 Carling Ave.

Ottawa, Ontario 

K1Z 8R7 Canada

Toll free: 1-800-772-6735

www.corel.com

Coty/LCI Cosmetics 

International

Consumer Affairs

350 Clark Dr.

Mt. Olive, NJ 07828

Toll free: 1-800-715-4023

Fax: 973-426-7678

E-mail: consumer_affairs_LCI@

cotyinc.com

www.coty.com

Craftmatic 

Organization, Inc.

Consumer Affairs

2500 Interplex Dr.

Trevose, PA 19053-6998

Toll free: 1-800-828-1033

Fax: 215-639-9941

E-mail: consumeraf@aol.com

www.craftmatic.com

Creative Labs

Customer Service

1523 Cimarron Plaza

Stillwater, OK 74075

405-742-6622 (Tech Support)

405-742 -6655 (Cust. Service)

Toll free: 1-800-998-5227 

(Tech Support)

Toll free: 1-800-998-1000 

(Cust. Service)

us.creative.com

Crowne Plaza

See also: InterContinental 

Hotels Group

Toll free: 1-800-227-6963 

(Reservations)

Toll free: 1-800-465-2680 

(Guest Services)

www.crowneplaza.com

Cuisinart

See also: Conair Corp.

Sales & Marketing Operations 

203-975-4600

Toll free: 1-800-726-0190 

(Outside NJ)

Toll free: 1-800-726-6247 

ext. 4605

Fax: 203-975-4660

E-mail: cuisinart@conair.com

www.cuisinart.com

Culligan International Co.

Office of the President

1 Culligan Pkwy.

Northbrook, IL 60062

847-205-5757

Toll free: 1-800-947-4759

Fax: 1-888-777-8715 (Toll free)

E-mail: 

consumeraffairs@culligan.com

www.culligan.com

Cumberland Packing Corp.

Sweet ‘N Low Division

2 Cumberland St.

Brooklyn, NY 11205

718-858-4200

Fax: 718-260-9017

www.sweetnlow.com

Cunard Line Limited

Guest Relations (Cunard Line 

Limited/Seabourne Cruise List) 

6100 Blue Lagoon Dr., Ste. 400

Miami, FL 33126

305-463-3000

Toll free: 1-800-728-6273

www.cunard.com

Current, Inc.

1005 East Woodmen Rd.

Colorado Springs, CO 80920

719-594-4100

Toll free: 1-877-665-4458

Toll free: 1-800-848-2848

Toll free: 1-800-832-4845 

(Large Qty Phone Orders)

Fax: 1-800-993-3232 (Orders)

Fax: 719-531-2122 (Large Qty 

Fax Orders)

www.currentinc.com

CVS/pharmacy

Customer Relations Dept.

1 CVS Dr.

Woonsocket, RI 02895

401-765-1500

Toll free: 1-800-746-7287

Fax: 401-770-6949

www.cvs.com

D

 Dairy Queen Corp.

Customer Relations

7505 Metro Blvd.

Minneapolis, MN 55439

952-830-0200

www.dairyqueen.com

The Dannon Co., Inc.

Consumer Response Center

PO Box 90296

Allentown, PA 18109-0296

Toll free: 1-877-326-6668

www.dannon.com

Danskin

4075 E Market St.

PO Box 15015 (ZIP 17405-7015)

York, PA 17402 

Toll free: 1-800-288-6749

E-mail: edanskin@danskin.com

danskin.com

★
80 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

DAP Products, Inc.

Customer Service

2400 Boston St., Ste. 200

Baltimore, MD 21224

410-675-2100

Toll free: 1-800-543-3840

Toll free: 1-888-327-8477

Fax: 410-534-2650

www.dap.com

Days Inns Worldwide Inc.

Customer Service

PO Box 4090

1910 8th Ave. NE

Aberdeen, SD 57402

Toll free: 1-800-441-1618

www.daysinn.com

 Deere & Company

Corporate Communications

1 John Deere Place

Moline, IL 61265

309-765-8000

www.deere.com

Del Laboratories, Inc.

Consumer Relations

PO Box 9357

Uniondale, NY 11553

516-844-2020

Toll free: 1-800-952-5080 

(Pharmaceuticals)

Toll free: 1-800-953-5080

(Cosmetics)

Fax: 516-349-0904

E-mail: dell@dellabs.com

www.dellabs.com

 Del Monte Foods Company

Consumer Affairs

PO Box 80

Pittsburgh, PA 15230-0080

415-247-3000

Toll free: 1-800-543-3090

www.delmonte.com

Dell, Inc.

Customer Service

1 Dell Way

Round Rock, TX 78682

Toll free: 1-800-624-9897

(Customer Service)

Toll free: 1-800-624-9896 

(Tech Support)

www.dell.com

★

 Delta Air Lines, Inc.

Customer Care

PO Box 20980 Dept. 980

Atlanta, GA 30320-2980

404-715-1450

Fax: 1-888-286-3163 (Toll free)

www.delta.com

Delta Faucets Company

55 East 111th St.

PO Box 40980

Indianapolis, IN 46280

317-848-1812

Toll free: 1-800-345-3358

www.deltafaucet.com

Deneba Software

Public Relations

8550 NW 33rd St., Ste. 101

Miami, FL 33122

305-596-5644

Toll free: 1-800-733.6322

Fax: 305-406-9802

www.acdsystems.com

Denny’s Corp.

Customer Service

203 East Main St.

Spartanburg, SC 29319

864-597-8000

Toll free: 1-800-733-6697 

(Customer Service)

Fax: 864-597-8780

www.dennys.com

The Dial Corp.

15101 North Scottsdale Rd.

Scottsdale, AZ 85254-1619

480-754-3425

Toll free: 1-800-258-3425 

(Personal Cleaning Products)

Toll free: 1-800-528-0849 

(Armour Star)

www.dialcorp.com

Diamond of California

Consumer Affairs

1050 South Diamond St.

Stockton, CA 95201

209-467-6260

Fax: 209-467-6205

E-mail: dsamelso@

diamondnuts.com

www.diamondnuts.com

Diet Center 

Worldwide, Inc.

ATTN: Administration

395 Springside Dr.

Akron, OH 44333

330-665-5861

Toll free: 1-800-656-3294

Fax: 330-666-2197

E-mail: info@dietcenter.com

www.dietcenterworldwide.com

Dillard’s, Inc.

Customer Service Dept.

1600 Cantrell Rd.

Little Rock, AR 72201

501-376-5200

Toll free: 1-800-643-8278 

(Credit Cards)

Toll free: 1-877-272-2601 

(Furniture)

TTY: 1-800-547-6296 (Toll free)

www.dillards.com

Diners Club International

Customer Relations

7958 S Chester

Englewood, CO 80112

303-799-9000

Toll free: 1-800-234-6377

Fax: 303-649-2891

www.dinersclub.com

DIRECTV Enterprises, Inc.

2230 E Imperial Hwy.

El Segundo, CA 90245

310-964-0700

Toll free: 1-800-494-4388

TTY: 1-800-779-4388

www.DIRECTV.com

Discover Financial 

Services, Inc.

2500 Lake Cook Rd.

Riverwoods, IL 60015-3851

224-405-0900

Toll free: 1-800-347-2683 

(Customer Service)

Fax: 224-405-4993

www.discoverfinancial.com
Member of SOCAP International, see page 126 81

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

D-Link Systems, Inc.

Customer Services

17595 Mt. Hermann St.

Fountain Valley, CA 92708

714-885-6000

Toll free: 1-800-326-1688

Fax: 1-866-743-4684 (Toll free)

E-mail: 

customerservice@dlink.com

www.dlink.com

 Dole Food Company, Inc.

Consumer Center

1 Dole Dr.

Westlake Village, CA 91362-7300

818-874-4000

Toll free: 1-800-232-8888

Fax: 818-874-4997

www.dole.com

 Dollar Rent A Car 

Systems, Inc.

Customer Center

CIMS 7082, 5330 East 31st St.

PO Box 33167

Tulsa, OK 74153-1167

918-669-3000

Toll free: 1-800-800-5252 

(Customer Service)

Toll free: 1-800-800-6080 

(Frequent Flyer Center)

Fax: 918-669-8596

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

(Store Locator)

www.dominos.com

Dot Hill Systems Corp.

Customer Satisfaction

2200 Faraday Ave., Ste. 100

Carlsbad, CA 92008

760-931-5500 (Sales, Support)

Toll free: 1-800-872-2783 (Sales)

Toll free: 1-877-368-7924 

(Support)

Fax: 760-931-5527

E-mail: mark.odell@dothill.com

www.dothill.com

Doubletree

See also: Hilton Hospitality Inc.

Toll free: 1-800-222-8733

www.doubletree.com 

 Dr Pepper/Seven Up, Inc.

Consumer Relations

PO Box 869077

Plano, TX 75086

972-673-7000

Toll free: 1-800-527-7096

www.dpsu.com

 Dreyer’s Grand Ice Cream

Consumer Relations

5929 College Ave.

Oakland, CA 94618

Toll free: 1-877-437-3937 

(Dreyer’s)

Toll free: 1-888-590-3397 

(Edy’s)

Toll free: 1-800-767-0120 

(Hagen-Dazs)

Toll free: 1-800-441-2525 

(Nestlé Ice Cream)

Toll free: 1-888-442-3722 

(The Skinny Cow)

www.icecream.com

DS Waters of America

4170 Tanners Creek Dr.

Flowery Branch, GA 30542

Toll free: 1-800-492-8377

E-mail: 

customerservice@water.com

www.water.com

Dunkin Donuts

Customer Service

130 Royall St.

Canton, MA 02021

Toll free: 1-800-859-5339

www.dunkindonuts.com

Dunlop Tire Corp.

See also: Goodyear Tire & 

Rubber Co.

www.dunloptire.com

DuPont Co.

Corporate Info Center

Chestnut Run Plaza - 705/GS38

Wilmington, DE 19880-0705

302-774-1000

Toll free: 1-800-441-7515

E-mail: info@dupont.com

www.dupont.com

Duracell North America

Consumer Affairs Dept.

Berkshire Corporate Park

Bethel, CT 06801

Toll free: 1-800-551-2355

TTY: 1-800-341-0654

Fax: 1-800-796-4565 (Toll free)

www.duracell.com

DWS Scudder

Customer Service Dept.

PO Box 219669 (ZIP 64121-9669)

210 W 10th St., 6th Floor

Kansas City, MO 64105

Toll free: 1-800-728-3337 

(8-5 CST M-F)

Toll free: 1-800-343-2890 

(Shareholder)

TTY: 1-800-972-3006 

(8-5 CST M-F-Toll free)

E-mail: service@dws.com

www.dws-scudder.com

E

Eagle Family Foods

Corporate Relations

735 Taylor Rd., Ste. 200

Gahanna, OH 43230

614-501-4200

Toll free: 1-877-645-6681

Fax: 614-501-4295

www.eaglefamilyfoods.com

EarthLink, Inc.

1375 Peachtree St. NE

Atlanta, GA 30309

404-815-0770

Toll free: 1-800-719-4660

Toll free: 1-866-576-8465

E-mail: support@earthlink.net

www.earthlink.net

 Eastman Kodak Co.

Consumer Contact Center

343 State St.

Rochester, NY 14650

585-724-4000

Toll free: 1-800-242-2424

www.kodak.com

e-Bay, Inc.

2145 Hamilton Ave.

San Jose, CA 95125

408-376-7400

Toll free: 1-800-322-9266

www.eBay.com
82 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Eckerd Pharmacy

See: Brooks Eckerd Pharmacy

Eddie Bauer, Inc.

Customer Service

PO Box 183012

Columbus, OH 43218-3012

Toll free: 1-800-625-7935

TTY: 1-800-462-6757 (Toll free)

www.eddiebauer.com

Edmund Scientific Co.

60 Pearce Ave.

Tonawanda, NY 14150

Toll free: 1-800-728-6999

Fax: 1-800-828-3299 (Toll free)

www.scientificsonline.com

Eizo Nanao Technologies

5710 Warland Dr.

Cypress, CA 90630

562-431-5011

Toll free: 1-800-800-5202

(Order Tracking)

Toll free: 1-888-900-8383 

(Tech Support)

Fax: 562-431-4811

www.eizo.com

The Electrolux Group

Customer Assistance

PO Box 212378

Augusta, GA 30917

614-761-2633

Toll free: 1-800-724-7519

www.electrolux.com

 Eli Lilly & Co.

Consumer Communications

Lilly Corporate Center

Indianapolis, IN 46285

317-276-2000

Toll free: 1-800-545-5979

www.lilly.com

 Elizabeth Arden, Inc.

Consumer Relations Dept.

309 South St.

New Providence, NJ 07974

203-462-5809 

Toll free: 1-800-326-7337

E-mail: 

consumer@elizabetharden.com

www.elizabetharden.com

E-Machines

7565 Irvine Center Dr.

Irvine, CA 92618

408-273-0888

www.e4me.com

Embassy Suites

See also: Hilton Hospitality, Inc.

Toll free: 1-800-362-2779

www.embassysuites.com 

Encyclopedia 

Britannica, Inc.

Customer Support

331 La Salle Blvd.

Chicago, IL 60610

Toll free: 1-800-323-1229

Fax: 312-294-2104

www.britannica.com

 Epson America, Inc.

3840 Kilroy Airport Way

Long Beach, CA 90806

562-981-3840

562-276-1300 (Tech Support)

Toll free: 1-800-463-7766 

(Pre-Sales Support)

Toll free: 1-800-922-8911 

(Automated Service and 

Tech Support)

www.epson.com

Equifax

Office of Consumer Affairs

PO Box 105851

Atlanta, GA 30348

Toll free: 1-800-685-1111

TTY: 1-866-478-0030 (Toll free)

www.equifax.com

 Ernest & Julio Gallo Winery

Consumer Relations

600 Yosemite Blvd.

Modesto, CA 95354

209-341-3161

Fax: 209-341-6600

E-mail: consumerrelations@

ejgallo.com

www.gallo.com

The Estee Lauder 

Companies, Inc.

Consumer Communications

767 Fifth Ave.

New York, NY 10153

646-602-7551

646-602-7552

Fax: 646-602-7553

www.elcompanies.com

Ethan Allen, Inc.

PO Box 1966

Danbury, CT 06813-1966

203-743-8668

Toll free: 1-888-324-3571

Fax: 203-743-8298

E-mail: orders@ethanallen.com

www.ethanallen.com

The Eureka Co.

Consumer Service Dept.

PO Box 3900

Peoria, IL 61612

Toll free: 1-800-282-2886

www.eureka.com

Expedia, Inc.

Customer Support

13810 SE Eastgate Way, Ste. 400

Bellevue, WA 98005

Toll free: 1-800-397-3342

E-mail: travel@customercare

expedia.com

www.expedia.com

Experian

National Consumer 

Assistance Center

PO Box 2104

Allen, TX 75013

Toll free: 1-888-397-3742

www.experian.com

Exxon Mobil

Customer Relations

Fuels Marketing Company

PO Box 1049

Buffalo, NY 14240-1049

Toll free: 1-800-243-9966

www.exxonmobil.com

F

Fasco Industries Inc.

Fasco World Headquarters

402 E Haven St.

Eaton Rapids, MI 48827

517-663-2161

636-829-1010 (OEM - FHP AC

DC Motors & Blowers)

636-629-1010 (OEM - FHP 

Gearmotors/Linear Actuators)

Toll free: 1-800-325-8313 

(Replacement Motors)

Fax: 517-663-1315

www.fasco.com
Member of SOCAP International, see page 126 83

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

Faultless Starch/

Bon Ami Co.

Consumer Affairs Department 

1025 W 8th St.

Kansas City, MO 64101-1200

816-842-1230

E-mail: info@faultless.com

www.faultless.com

www.bonami.com

 Federated Department 

Stores, Inc.

7 West 7th St.

Cincinnati, OH 45202

513-579-7000

Toll free: 1-800-264-0069

www.fds.com

 FedEx Corp.

Customer Relations

3875 Airways

Module H3 Department 4634

Memphis, TN 38116

Toll free: 1-800-463-3339

TTY: 1-800-238-4461 (Toll free)

fedex.com

FedExKinko’s

Customer Relations

PO Box 1935

Provo, UT 84603-9926

Toll free: 1-800-254-6567

Fax: 801-342-9263

E-mail: customerrelations@

fedexkinkos.com

www.FedExKinkos.com

Fidelity & Guarantee Co. (Old 

Mutual Financial Network)

Policy Holder Service Center

PO Box 81497

Lincoln, NE 68501

Toll free: 1-888-513-8797

Fax: 1-800-638-2255 (Toll free)

www.omfn.com

Fingerhut Direct 

Marketing, Inc.

6250 Ridgewood Rd.

St. Cloud, MN 56396

Toll free: 1-800-325-6168

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 (Toll free)

Fax: 716-687-3494

www.fisher-price.com

Florsheim, Inc.

Customer Service

333 W Estabrook Blvd.

Glendale, WI 53212

Toll free: 1-866-454-0449

E-mail: 

us.consumers@florsheim.com

www.florsheim.com

Flowers Foods, Inc.

1919 Flowers Circle

Thomasville, GA 31757

229-226-9110 

(Corporate/Bakeries)

229-227-2333 

(VP Communications)

770-723-0173 (Specialty Group)

www.flowersfoods.com

Food Lion, Inc.

Customer Relations

PO Box 1330

Salisbury, NC 28145-1330

Toll free: 1-800-210-9569 

www.FoodLion.com

Fortune Brands

Consumer Affairs Dept.

520 Lake Cook Rd.

Deerfield, IL 60015

847-484-4400

Toll free: 1-800-989-4923

Fax: 1-800-247-1317 (Toll free)

E-mail: 

mail@fortunebrands.com

www.fortunebrands.com

The Franklin Mint

105 Commerce Dr.

Aston, PA 19014

Toll free: 1-800-523-7622

Toll free: 1-888-771-6468

www.franklinmint.com

Fridgidaire Home Products

See also: Electrolux Group, Inc.

www.fridgidaire.com

 Frito-Lay

Consumer Affairs

7701 Legacy Dr.

Plano, TX 75024

972-334-5022

Toll free: 1-800-352-4477

Fax: 972-334-5071

www.fritolay.com

Fruit of the Loom, Inc.

Consumer Services

1 Fruit of the Loom Dr.

Bowling Green, KY 42102-9015

270-781-6400

Fax: 270-781-6400

E-mail: 

consumer.srv@fruit.com

www.fruit.com

FTD Inc.

Customer Service

3113 Woodcreek Dr.

Downers Grove, IL 60515

630-719-7800

Toll free: 1-800-736-3383

Toll free: 1-800-788-9000

www.ftd.com

 Fuji Photo Film 

U.S.A., Inc.

Customer Info Service Ctr.

1100 King George Post

Edison, NJ 08837

Toll free: 1-800-800-3854

Fax: 732-857-3487

www.fujifilm.com

Fujitsu Computer Products 

of America

Accounting: Service Sales

1255 East Arquez Ave.

Building 17

Sunnyvale , CA 94085

408-746-6700

Toll free: 1-800-626-4686 

(Tech Support)

Fax: 408-746-6904

www.fcpa.com

Fuller Brush Co.

Customer Service

PO Box 1247

Great Bend, KS 67530-0729

620-792-1711

Toll free: 1-800-523-3794

Fax: 620-793-4523

www.fuller.com

★
84 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

G

Gateway, Inc.

Corporate Escalations

610 Gateway Dr.

North Sioux City, SD 57049

Toll free: 1-800-846-2000

Fax: 605-232-2450

www.gateway.com

General Electric Co.

3135 Easton Turnpike

Fairfield, CT 06828-0001

203-373-2211

Toll free: 1-800-626-2000

(Answer Center)

Fax: 203-373-3131

www.geappliances.com

 General Mills, Inc.

Consumer Services

PO Box 9452

Minneapolis, MN 55440-9452

Toll free: 1-800-249-0562

Fax: 763-764-8330

www.generalmills.com

 General Motors 

Acceptance Corp. (GMAC)

PO Box 3100 

Midland, TX 79702

Toll free: 1-800-200-4622

TTY: 1-800-833-4622

Fax: 248-879-4134

www.gmacfs.com

General Tire

See also: Continental Tire Co.

www.generaltire.com

The Generra Company

See also: Public Clothing Co.

499 Seventh Ave. 

20th Floor, South

New York, NY 10018

212-594-5801

Fax: 212-594-5802

www.generra.com

 Georgia-Pacific Corp.

PO Box 105605

Atlanta, GA 30348-5605

Toll free: 1-800-284-5347 

(Building Products)

Toll free: 1-800-283-5547 

(Papers-Imaging & Printing)

www.gp.com

 Gerber Products Co.

Consumer Affairs

445 State St.

Fremont, MI 49413

Toll free: 1-800-443-7237

www.gerber.com

 Giant Food, Inc.

6300 Sheriff Rd.

Landover, MD 20785

301-341-4322

TTY: 301-200-8995

Fax: 301-618-4968

www.giantfood.com

Gillette Co.

Consumer Affairs

PO Box 61

Boston, MA 02199

617-421-7000

Toll free: 1-800-445-5388

Fax: 617-463-3410

www.gillette.com

 GlaxoSmithKline 

Consumer Healthcare

Consumer Information

PO Box 1467

Pittsburgh, PA 15205

412-928-1000

Toll free: 1-800-245-1040

Fax: 412-928-5864

www.GSK.com

Glidden Paints

See also: ICI Paints in 

North America

Toll free: 1-800-454-3336

Global Village

See also: Zoom Technologies 

561-241-8789

www.globalvillage.com

The Golden Grain Co.

PO Box 049003

Chicago, IL 60604-9003

Toll free: 1-800-421-2444

www.ricearoni.com

Gold’s Gym International

Customer Care Dept.

125 E John Carpenter, Ste. 1300

Irving, TX 75062

214-574-4653

Toll free: 1-866-465-3775

www.goldsgym.com

Goldstar

See also: LG Electronics, Inc.

www.goldstarappliances.com/

appliance_main.html

Goodrich Corp.

Consumer Relations Dept.

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-877-788-8899

www.bfgoodrichtires.com

The Goodyear Tire & 

Rubber Co.

Department 728

1144 East Market St.

Akron, OH 44316

330-769-2121

Toll free: 1-800-321-2136

Fax: 330-796-2222

www.goodyear.com

Gordon’s Jewelers

See also: Zale Corp.

Toll free: 1-888-467-3661

www.gordonsjewelers.com

Greyhound Lines, Inc.

PO Box 660362, MS 490

Dallas, TX 75266-0689

214-849-8966

Toll free: 1-800-231-2222 

(Fares Schedules)

TTY: 1-800- 345-3109

www.greyhound.com

GTCO Calcomp, Inc.

Corporate

7125 Riverwood Dr.

Columbia, MD 21046

410-381-6688

Toll free: 1-800-344-4723

Fax: 410-290-9065

www.gtcocalcomp.com

Guess? Inc.

Consumer Services

1444 South Alameda St.

Los Angeles, CA 90021

213-765-3100

Toll free: 1-800-394-8377

Fax: 213-744-0855

www.guess.com
Member of SOCAP International, see page 126 85

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

Guinness (Imported by 

Diageo Guinness USA)

801 Main Ave.

Norwalk, CT 06851

203-229-2100

Toll free: 1-800-521-1591

Fax: 203-229-8901

E-mail: 

guinness@consumer-care.net

www.guiness.com

H

H&R Block, Inc.

4400 Main St.

Kansas City, MO 64111-9986

816-753-6900

Toll free: 1-800-829-7733

www.hrblock.com

 Hain Celestial 

Group, Inc.

Consumer Affiars

4600 Sleepytime Dr.

Boulder, CA 80301

Toll free: 1-800-434-4246

www.hain-celestial.com

Hallmark Cards, Inc.

Consumer Affairs

PO Box 419034

MD #216

Kansas City, MO 64141

816-274-7656

Toll free: 1-800-425-5627

www.hallmark.com

Hampton Inn/Suites

See also: Hilton Hospitality Inc.

Toll free: 1-800-426-7866

www.hamptoninn.com

Hanes and Hanes 

Her Way Underwear

Consumer Services

PO Box 5000 (ZIP 27098)

475 Corporate Square Dr.

Winston-Salem, NC 27105 

Toll free: 1-800-832-0594

Fax: 336-519-4226

www.hanes.com

Hanes Hosiery

Consumer Relations

PO Box 450

401 Hanes Mill Rd.

Winston-Salem, NC 27102

Toll free: 1-800-342-7070

Fax: 336-519-2154

www.haneshosiery.com

Hartz Mountain Corp.

Consumer Relations

400 Plaza Dr.

Secaucus, NJ 07094

201-271-4800

Toll free: 1-800-275-1414

www.hartz.com

 Hasbro, Inc.

Consumer Affairs Department

PO Box 200

Pawtucket, RI 02862

401-431-8746

Toll free: 1-800-255-5516

Fax: 401-431-8082

www.hasbro.com

 Hearth & Home 

Technologies Inc.

20802 Kensington Blvd.

Lakevillle, MN 55044

952-985-6000

Toll free: 1-888-427-3973

E-mail: info@hearthnhome.com

www.fireplaces.com

Heinz North America

Consumer Affairs

Consumer Resource Center

Heinz 57 Center

357 6th Ave.

Pittsburgh, PA 15222-2530

Toll free: 1-800-255-5750

Fax: 412-237-5291

www.heinz.com

 Hershey Food Corp.

Consumer Relations 

100 Crystal A Dr.

Hershey, PA 17033

Toll free: 1-800-468-1714

www.hersheys.com

Hertz Corp.

Customer Relations

225 Brae Blvd.

Park Ridge, NJ 07656

201-307-2000

Toll free: 1-888-777-6095

TTY: 1-800-654-2280

www.hertz.com

 Hewlett-Packard Co.

3000 Hanover St.

Bldg. 6A, Mail Stop 1247

Palo Alto, CA 94304

650-857-1501

Toll free: 1-800-752-0900 

(Tech Support)

Toll free: 1-800-752-0900 

(General)

Fax: 650-857-5518

www.hp.com

Highfalls Brewing Co., Inc.

Customer Service Department

445 St. Paul St.

Rochester, NY 14605

585-263-9446

Toll free: 1-800-729-4366

www.highfalls.com

 Hilton Hospitality Inc.

755 Crossover Ln.

Building A2

Memphis, TN 38117

Toll free: 1-800-445-8667

www.hilton.com

Holiday Inn/

Holiday Inn Express

See also: InterContinental 

Hotels Group

Toll free: 1-800-465-4329

www.holiday-inn.com

Home Depot, Inc.

2455 Paces Ferry Rd.

Atlanta, GA 30339-4024

770-433-8211

Toll free: 1-800-553-3199

Fax: 1-877-496-9470 (Toll free)

www.homedepot.com

Home Goods

See also: TJX Companies, Inc.

www.homegoods.com
86 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Home Shopping 

Network (HSN)

Customer Service

1 HSN Dr.

St. Petersburg, FL 33729

727-872-1000

Toll free: 1-800-284-3900 

(Phone Orders)

Toll free: 1-800-933-2887 

(Online Orders)

TTY: 1-800-753-5353

www.hsn.com

Homewood Suites

See also: Hilton Hospitality Inc.

Toll free: 1-800-225-5466

www.homewoodsuites.com

Honeywell 

International Inc.

101 Columbia Rd.

Morristown, NJ 07962

973-455-2000

Toll free: 1-800-328-5111 

(Home Building Solutions)

Toll free: 1-800-601-3099 

(Aerospace & General Company 

Inquires)

Fax: 973-455-4807

www.honeywell.com

Hoover Company

Consumer Response Center

240 Edwards St.

Cleveland, TN 37311

330-499-9499

Toll free: 1-800-944-9200

www.hoover.com

 Hormel Foods Co.

Consumer Affairs

1 Hormel Place

Austin, MN 55912-9989

507-437-5032

Toll free: 1-800-523-4635

Fax: 507-437-9852

E-mail: rakroc@hormel.com

www.hormel.com

Howard Johnson, Inc.

PO Box 4090

Aberdeen, SD 57402-4090

Toll free: 1-800-544-9881

www.hojo.com

Huffy Corp.

225 Byers Rd.

Miamisburg, OH 45342

937-865-2800

Toll free: 1-800-872-2453

Fax: 937-865-5470

E-mail: customer.service@

huffybikes.com

www.huffybikes.com

Humana Inc.

500 West Main St.

Louisville, KY 40202

502-580-1000

Toll free: 1-800-448-6262

www.humana.com

 Hyatt Hotels & Resorts

Quality Assurance

71 South Wacker Dr.

Chicago, IL 60606

312-750-1234

Toll free: 1-800-228-3336

Fax: 402-593-5151

www.hyatt.com

I

IBM

1133 Westchester Ave.

White Plains, NY 10604

Toll free: 1-800-426-4968 

(Customer Service)

Toll free: 1-800-426-6006 

(Order Supplies)

www.ibm.com

 ICI Paints in North America

15885 West Sprague Rd.

Strongsville, OH 44136

216-344-8000

Toll free: 1-800-221-4100

Fax: 216-344-8900

www.icipaintsinna.com

Intel

Consumer Relations

1900 Prairie City Rd.

Folsom, CA 95630

916-377-7000 (Customer Service)

916-356-8080 (Headquarters)

www.intel.com

InterContinental 

Hotels Group

3 Ravinia Dr., Ste. 100

Atlanta, GA 30346-2149

770-604-2000

www.ihgplc.com

Iomega

500 West 500 North Lindon

Roy, UT 84067

Toll free: 1-888-516-8467 

(Customer Service)

E-mail: customersupport_

super@cs.iomega.com 

www.iomega.com

J

Jackson & Perkins 

Nursery Stock

PO Box 2600

2500 South Pacific Ave.

Medford, OR 97501

Toll free: 1-800-872-7673

Fax: 1-800-242-0329 (Toll free)

www.jacksonandperkins.com

Jameson Inns, Inc.

Guest Services Dept.

41 Perimeter Center East, Ste. 400

Atlanta, GA 30346-1604

770-901-9020

Fax: 770-901-9550

E-mail: 

comments@jamesoninns.com

www.jamesoninns.com

JanSport, Inc.

PO Box 1817

Appleton, WI 54912-1817

920-734-5708

Toll free: 1-800-558-3600

E-mail: 

consumer_relations@vfc.com

www.jansport.com

Jarden Consumer 

Solutions, Inc.

Consumer Affairs

2381 Executive Center Dr.

Boca Raton, FL 34331

516-912-4100

Toll free: 1-800-458-8407

Toll free: 1-800-882-5842

Fax: 1-800-478-6737 (Toll free)

www.sunbeam.com
Member of SOCAP International, see page 126 87

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

JCPenney Co., Inc.

Corporate Customer Relations

PO Box 10001

Dallas, TX 75301-7303

972-431-1000

Toll free: 1-800-322-1189 

(Online Orders)

Toll free: 1-800-709-5777 

(Phone Orders)

www.jcpenney.com

Jenn-Air

See also: Maytag Corp.

Toll free: 1-800-688-1100

www.jennair.com

Jenny Craig, Inc.

Customer Care

5770 Fleet St.

Carlsbad, CA 92008

760-696-4000

Toll free: 1-800-536-6922

E-mail: jennycraig@tpli.com

www.jennycraig.com

JetBlue Airways Corp.

Customer Relations

PO Box 17435

Salt Lake City, UT 84117-7435

Toll free: 1-800-538-2583

TTY: 1-800-336-5530

Fax: 801-365-2440; 801-365-2440

www.jetblue.com

Jewell-Osco

See also: Albertson’s

250 Parkcenter Blvd.

Boise, ID 83706

Toll free: 1-877-932-7948

www.jewelosco.com

Jiffy Lube 

International, Inc.

Jiffy Lube Customer Service

Jiffy Lube Int. - PO Box 4427

Cust. Service - PO Box 4458

Houston, TX 77210-4427 

(Cust. Service ZIP 77210-4458)

713-546-4100

Toll free: 1-800-344-6933

www.jiffylube.com

Jockey International, Inc.

2300 60th St.

PO Box 1417

Kenosha, WI 53141-1417

262-658-8111

Toll free: 1-800-562-5391

www.jockey.com

John Hancock Financial 

Services, Inc.

PO Box 111

Boston, MA 02117

617-572-6000

Toll free: 1-800-732-5543

TTY: 1-800-832-5282

Fax: 617-572-8707

www.jhancock.com

Johns-Manville Corp.

PO Box 5108

Denver, CO 80217-5108

303-978-2000

Toll free: 1-800-654-3103

www.jm.com

Johnson & Johnson 

Consumer Products, Inc.

199 Grandview Rd.

Skillman, NJ 08558

908-874-1000

Toll free: 1-800-526-3967

www.jnj.com

Johnson Publishing 

Co., Inc.

820 S Michigan Ave.

Chicago, IL 60605

312-322-9200

www.johnsonpublishing.com

Jordache 

Enterprises, Inc.

1400 Broadway, 15th Floor

New York, NY 10018

212-944-1330

E-mail: 

contact@jordachevintage.com

www.jordache.com

Jostens, Inc.

Customer Care

3601 Minnesota Dr.

Minneapolis, MN 55435

Toll free: 1-800-854-7464

Toll free: 1-800-413-3857

www.jostens.com

Juno Online Services

See also: United Online, Inc.

Toll free: 1-866-491-5866 

(Tech Support)

Toll free: 1-888-839-5866 

(Billing Questions)

www.juno.com

★

Just Born, Inc.

Customer Relations

1300 Stefko Blvd.

Bethlehem, PA 18017

610-867-7568

Toll free: 1-888-645-3453

(Consumer Relations)

Toll free: 1-800-652-3267 

(Customer Service)

Fax: 1-800-543-4981 (Toll free)

www.justborn.com

Just My Size Clothing Co.

Consumer Relations

PO Box 1938

401 Hanes Mill Rd.

Winston Salem, NC 27105

Toll free: 1-800-261-6098

TTY: 1-800-816-4833

www.justmysize.com

Just My Size Panties

Consumer Services

PO Box 3013 (ZIP 27102)

475 Corporate Square Dr.

Winston-Salem, NC 27105

Toll free: 1-888-567-3487

Toll free: 1-800-994-4348

Fax: 336-519-4226

www.justmysize.com

JVC Company 

of America

Customer Relations

1700 Valley Rd.

Wayne, NJ 07494

973-315-5000

Toll free: 1-800-252-5722

Fax: 973-315-5042

E-mail: customerrelation@

jvcamerica.com

www.jvcservice.com

K

 Kawasaki Motor 

Corp., USA

Consumer Services

PO Box 25252

Santa Ana, CA 92799-5252

949-460-5688

Toll free: 1-800-661-7433

www.kawasaki.com
88 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

KB Toys Inc.

Customer Service

100 West St.

Pittsfield, MA 01201

413-496-3000

303-228-9000 (Kbtoys.com)

Toll free: 1-877-452-5437 

(KBtoys.com)

Fax: 413-496-3616

www.kbtoys.com

 Kellogg Company

Consumer Affairs

PO Box CAMB

Battle Creek, MI 49016

269-961-2000

Toll free: 1-800-962-1413

www.kelloggcompany.com

Kelly Tires

See also: Goodyear Tire & 

Rubber Co.

Toll free: 1-800-321-2136

www.kellytires.com

Kemper Insurance 

Companies

Customer Relations

1 Kemper Dr 11-SE

Long Grove, IL 60049

847-320-3237

Toll free: 1-800-833-0355

www.kemperinsurance.com

Key Tronic Corp.

North 4424 Sullivan Rd.

Lower Level

Spokane, WA 99216

509-928-8000

Toll free: 1-800-262-6006

Fax: 509-927-5383

www.keytronic.com

KFC (Kentucky 

Fried Chicken)

See also: YUM! Brands, Inc.

PO Box 725489

Atlanta, GA 31139

Toll free: 1-800-225-5532

www.kfc.com

 Kimberly-Clark Corp.

Consumer Services

401 North Lake

Neenah, WI 54956

920-721-8000

Toll free: 1-800-553-3639

Fax: 920-721-4766

www.kimberly-clark.com

★

Kinetico

10845 Kinsman Rd.

PO Box 193

Newbury, OH 44065

440-564-9111

Toll free: 1-800-944-9283

Fax: 440-564-9541

E-mail: custserv@kinetico.com

www.kinetico.com

The Kirby Company

Customer Relations

1920 West 114th St.

Cleveland, OH 44102

216-228-2400

Toll free: 1-800-494-8586

Fax: 216-529-6146

E-mail: 

consumer@kirbywhq.com

www.kirby.com

KitchenAid

Customer Satisfaction Center

553 Benson Rd.

Benton Harbor, MI 4902

269-923-5000

Toll free: 1-800-422-1230 

(Large Appliances)

Toll free: 1-800-541-6390

(Small Appliances)

www.kitchenaid.com

Kmart Corp.

Customer Service

3100 West Big Beaver Rd.

Troy, MI 48084

248-463-1000

Toll free: 1-866-562-7848

Fax: 248-463-2563

E-mail: Kmartccn@kmart.com

www.kmart.com

Kohler Co.

444 Highland Dr.

Mail Stop 10

Kohler, WI 53044

920-457-4441

Toll free: 1-800-456-4537

www.kohler.com

Kohl’s Corp.

Customer Service

N 56 W 17000 Ridgewood Dr.

Menomonee Falls, WI 53051

262-703-7000

Toll free: 1-800-694-2647

Fax: (262) 703-6363

E-mail: 

customerservice@kohls.com

www.kohls.com

Konica Minolta 

Holdings, Inc.

Business Division

101 Williams Dr.

Ramsey, NJ 07446

201-825-4000

Toll free: 1-800-523-2696 

(Corporate)

Toll free: 1-877-778-2687 

(Printers)

Toll free: 1-800-222-7669 

(Cameras-Sony Support)

TTY: 1-800-523-2696 (Toll free)

konicaminolta.us

 Kraft Foods, Inc.

Consumer Response Center

1 Kraft Court

Glenview, IL 60025

Toll free: 1-800-323-0768

Fax: 847-646-7853

www.kraftfoods.com

Kroger Co.

1014 Vine St.

Cincinnati, OH 45202

Toll free: 1-800-632-6900 

(Product Info)

Toll free: 1-866-221-4141 

(Customer Comments)

www.kroger.com

Kroll Ontrack Inc.

9023 Colombine Rd.

Eden Prairie, MN 55347-4182

952-937-1107

Toll free: 1-800-347-6105

Fax: 952-937-5750

www.krollontrack.com

 Kyocera Optics, Inc.

2301-200 Cottontail Ln.

Somerset, NJ 08873

732-560-0060

Toll free: 1-800-526-0266

Fax: 732-560-9221

E-mail: koi@kyocera.com

americas.kyocera.com
Member of SOCAP International, see page 126 89

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

L

LA Gear

Customer Service Dept.

844 Moraga Dr.

Los Angeles, CA 90049

310-889-3499

Toll free: 1-800-252-4327

Fax: 310-889-3500

www.lagear.com

 Land O’Lakes, Inc.

Consumer Affairs

PO Box 64101

Mail Station 1070

St. Paul, MN 55164-0101

651-481-2135

Toll free: 1-800-328-4155

Fax: 651-481-2959

www.landolakes.com

Lands’ End, Inc.

Customer Service

1 Lands’ End Ln.

Dodgeville, WI 53595

Toll free: 1-800-963-4816

TTY: 1-800-541-3459 (Toll free)

Fax: 1-800-332-0103 (Toll free)

www.landsend.com

Lane Furniture

PO Bos 1627

Hwy. 145 South

Tupelo, MS 38802

662-566-7211

www.lanefurniture.com

 La-Z-Boy, Inc.

Consumer Services

1284 North Telegraph Rd.

Monroe, MI 48162-3309

734-242-1444

E-mail: cservice@la-z-boy.com

www.la-z-boy.com

Leap Wireless International

10307 Pacific Center Ct.

San Diego, CA 92121

858-882-6000

Toll free: 1-877-977-5327

Fax: 858-882-6010

www.leapwireless.com

Lee Jeans

Customer Service

9001 West 67th St.

Merriam, KS 66202

Toll free: 1-800-453-3348

E-mail: leemail@vfc.com

www.lee.com

L’eggs Products

Consumer Relations

1000 E Hanes Mill Rd.

Winston-Salem, NC 27105

Toll free: 1-800-925-3447

Fax: 336-519-2154

www.leggs.com

LEGO Systems Inc.

Consumer Affairs

555 Taylor Rd.

PO Box 1600

Enfield, CT 06083-1600

Toll free: 1-800-422-5346

Fax: 860-763-7754

www.lego.com

Lennox Industries, Inc.

Consumer Affairs

PO Box 799900

Dallas, TX 75379-9900

972-497-5000

Toll free: 1-800-953-6669 ext. 3144

Fax: 972-497-5331

www.davelennox.com

 Levi Strauss & Company

1155 Battery St.

San Francisco, CA 94111

415-501-6000

Toll free: 1-800-872-5384 

www.levi.com

Levolor/Kirsch 

Window Fashion

4110 Premier Dr.

High Point, NC 27265

336-812-8181

336-881-5873

Toll free: 1-800-538-6567

Fax: 336-881-5873

E-mail: info@levolor.com

www.levolor.com

Lexmark International

740 New Circle Rd. NW

Lexington, KY 40550

Toll free: 1-800-332-4120 

(Inkjet Printers)

Toll free: 1-800-539-6275 

(Laser Printers)

Toll free: 1-800-253-9778 

(Warranty Info)

Fax: 1-800-532-9727 (Toll free)

www.lexmark.com

 LG Electronics Inc.

Customer Service

PO Box 240007

201 James Record Rd.

Huntsville, AL 35824

256-772-8860

Toll free: 1-800-243-0000

Fax: 1-800-448-4026 (Toll free)

us.lgservice.com

 Liberty Mutual 

Insurance Group

Customer Service, MS 01D

175 Berkeley St.

Boston, MA 02117-0140

617-357-9500

Toll free: 1-800-344-0197 

ext. 41015

Fax: 617-574-6688

E-mail: PresidentialSvcTeam@

LibertyMutual.com

www.libertymutual.com

Lillian Vernon Corp.

Customer Service

2600 International Pkwy.

Virginia Beach, VA 23452

757-430-1500

Toll free: 1-800-505-2250

TTY: 1-800-285-5536 (Toll free)

www.lillianvernon.com

 Limited Brands, Inc.

Customer Service

Three Limited Pkwy.

Columbus, OH 43230

Toll free: 1-800-945-5088

www.limitedbrands.com

Lincoln Electric Co.

Machine and Consumables

22801 St. Claire Ave.

Cleveland, OH 44117

Toll free: 1-800-833-9353

Fax: 216-486-1751

www.lincolnelectric.com

★
90 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

L.L. Bean, Inc.

15 Casco St.

Freeport, ME 04033-0001

207-865-4761

Outdoor Discovery Schools 

Toll free: 1-888-552-3261

Toll free: 1-800-441-5713 

Toll free: 1-800-832-1889 

(Corporate sales)

TTY: 1-800-545-0090 (Toll free)

www.llbean.com

Long John Silver’s 

Restaurants, Inc.

See also: Yum! Brands, Inc.

1441 Gardiner Ln.

Louisville, KY 40213

Toll free: 1-888-806-3474

www.ljsilvers.com

The Longaberger Company

Customer Satisfaction

1 Market Square

1500 E Main St.

Newark, OH 43055-8447

740-322-7800

TTY: 740-322-5897

Fax: 740-322-7807

E-mail: info@longaberger.com

www.longaberger.com

 L’Oreal Cosmetics

PO Box 1010

Clarke, NJ 07091-9987

Toll free: 1-800-322-2036 

(Cosmetics)

Toll free: 1-800-631-7358 (Hair)

Toll free: 1-800-944-0730 

(Maybelline)

www.lorealusa.com

Los Angeles Times

202 W First St.

Los Angeles, CA 90012

213-237-5000

Toll free: 1-800-528-4637 

www.latimes.com

Lowe’s Companies, Inc.

Customer Care

PO Box 1111

North Wilkesboro, NC 28656

Toll free: 1-800-445-6937

Fax: 336-658-2607

www.lowes.com

M

MAACO Enterprises, Inc.

381 Brooks Rd.

King of Prussia, PA 19406

610-337-6155

Toll free: 1-800-523-1180

www.maaco.com

Macromedia, Inc.

See also: Adobe Systems, Inc.

 Macy’s

See also: Federated 

Department Stores

151 West 34th St.

New York, NY 10001

212-695-4400 (East)

206-344-2121 (Northwest)

305-835-5000 (FL)

612-375-2200 (North)

314-342-6300 (Midwest)

770-913-4000 (South)

412-397-3333 (West)

Toll free: 1-800-526-1202 

(Customer Service)

Toll free: 1-800-972-4243 

(Credit Inquiries)

Toll free: 1-800-241-0488 (South)

Toll free: 1-800-877-2655 (West) 

www.macys.com

Magic Chef

See also: Maytag Corp.

Toll free: 1-800-688-1100

Magnavox

See also: Philips Consumer 

Electronics North America

Toll free: 1-800-705-2000

www.usasupport.magnavox.com

Marriott International, Inc.

Corporate Offices

1 Marriott Dr.

Washington, DC 20058

301-380-3000

Guest Relations

1818 N 90th St.

Omaha, NE 68114

Toll free: 1-800-535-4028

E-mail: 

customer.care@marriott.com

www.marriott.com

 Marshall Field’s

See also: Macy’s

www.marshallfields.com

Marshalls Inc.

See also: TJX Companies, Inc.

www.marshallsonline.com

 Massachusetts 

Mutual Insurance Co.

(Mass Mutual)

Assistant Vice President, 

Customer Relations

1295 State St.

Springfield, MA 01111-0001

413-744-6592

Toll free: 1-800-487-7844

Fax: 1-888-599-0010 (Toll free)

www.massmutual.com

MasterCard International

(Contact your issuing bank first) 

PO Box 28468-0968

St. Louis, MO 63146-0968

Toll free: 1-800-622-7747

TTY: 1-800-300-3069

E-mail: CustomerServiceCenter

@mastercard.com

www.mastercard.com

 Masterfoods USA

800 High St.

Hackettstown, NJ 07840

908-852-1000

Toll free: 1-800-222-0293

E-mail: 

askus@masterfoodsusa.com

www.masterfoods.com

 Mattel, Inc.

Worldwide Consumer Affairs

333 Continental Blvd.

El Segundo, CA 90245-5012

310-252-2000

Toll free: 1-800-524-8697

Fax: 310-252-4190

E-mail: www.service.mattel.com

www.mattel.com

Maxtor Corp.

Customer Relations

500 McCarthy Blvd.

Milpitas, CA 95035

Toll free: 1-800-262-9867

Fax: 408-894-3600

www.maxtor.com
Member of SOCAP International, see page 126 91

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

Maybelline, Inc.

PO Box 1010

Clark, NJ 07066-1010

Toll free: 1-800-944-0730

www.maybelline.com

Mayflower Transit, LLC.

1 Premier Dr.

Fenton, MO 63026

636-305-4000

Toll free: 1-800-428-1234

www.mayflower.com

 Maytag Corp.

Consumer Affairs

240 Edwards St.

Cleveland, TN 37311

Toll free: 1-800-688-9900

TTY: 1-800-688-2080 (Toll free)

www.maytag.com

McCormick & Co., Inc.

Consumer Affairs

211 Schilling Circle

Hunt Valley, MD 21031

Toll free: 1-800-632-5847

Fax: 410-527-6005

www.mccormick.com

 McDonald’s Corp.

Customer Satisfaction Dept.

McDonald’s Plaza

Oak Brook, IL 60523

Toll free: 1-800-244-6227

www.mcdonalds.com

McGraw-Hill 

Companies, Inc.

Customer Service

PO Box 182604

Columbus, OH 43272

212-512-2000

Toll free: 1-877-833-5524

Fax: 614-759-3749

E-mail: customer.service@

mcgraw-hill.com

www.mcgraw-hill.com

 MCI

See also: Verizon Communications

Customer Service

PO Box 3400

Cedar Rapids, IA 52406-3400

Toll free: 1-888-624-5622 

(Consumers)

Toll free: 1-800-436-4444 

(Small Business)

Fax: 1-877-602-6388 (Toll free)

www.mci.com

 McKee Foods Corp.

PO Box 750

Collegedale, TN 37315

Toll free: 1-800-522-4499

www.mckeefoods.com

Medco Health Solutions Inc.

Public Affairs

100 Parsons Pond Dr.

Franklin Lakes, NJ 07417

201-269-3400

Toll free: 1-800-631-7780

www.medco.com

 Meineke Car Care 

Centers, Inc.

Customer Relations Dept.

PO Box 32401

Charlotte, NC 28232-2401

704-377-3070

Toll free: 1-800-447-3070

www.meineke.com

Melitta USA, Inc.

Consumer Relations

13925 58th St. North

Clearwater, FL 33760

727-535-2111

Toll free: 1-888-635-4882

melitta.com

Mellon Financial Corp.

1 Mellon Center

Pittsburgh, PA 15258

412-234-5000

www.mellon.com

The Mentholatum Co., Inc.

Consumer Affairs

707 Sterling Dr.

Orchard Park, NY 14127

716-677-2500

Toll free: 1-800-688-7660

Fax: 716-677-9528

www.mentholatum.com

Mercury Marine

See also: Brunswick Corp. 

W6250 W Pioneer Rd.

PO Box 1939

Fond Du Lac, WI 54936-1939

920-929-5000

Fax: 920-929-5060

www.mercurymarine.com

Merillat Industries

5353 West U.S. 223

Adrian, MI 49221

517-263-0771

Toll free: 1-866-850-8557

www.merillat.com

 Merisant Worldwide, Inc.

10 South Riverside Plaza 

Ste. 850

Chicago, IL 60606

312-840-6000

Toll free: 1-800-323-5316 (Equal)

www.merisant.com

Merrill Lynch & Co., Inc.

(Contact local branch mgr. first)

PO Box 1520

Tennington, NJ 08534-1520

Toll free: 1-800-637-7455

TTY: 1-800-262-3340

www.merrilllynch.com

 Mervyn’s

22301 Foothill Blvd.

Mailstop 2115

Hayward, CA 94541

Toll free: 1-800-637-8967

E-mail: 

guest.relations@mervyns.com

www.mervyns.com

MetLife, Inc.

Corporate Consumer Relations

500 Schoolhouse Rd.

Johnstown, PA 15904

814-269-8371

Toll free: 1-800-638-5000

Fax: 814-269-8022

E-mail: bwebd@metlife.com

www.metlife.com

 Michelin North America, Inc.

Consumer Relations Dept.

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-800-847-3435

www.michelin-us.com

Michelina’s

525 S Lake Ave.

PO Box 16630 (Zip 55816)

Duluth, MN 55082

218-723-5555

www.michelinas.com

★

★
92 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Michigan Bulb Co.

Customer Service

PO Box 4180

Lawrenceburg, IN 47025

513-354-1497

513-354-1498

E-mail: 

service@michiganbulb.com

michiganbulb.com

 Microsoft Corp.

1 Microsoft Way

Redmond, WA 98052-6399

425-882-8080

Toll free: 1-800-642-7676

Fax: 425-936-7329

www.microsoft.com

 Midas Inc.

Consumer Relations

1300 Arlington Heights Rd.

Itasca, IL 60143

Toll free: 1-800-621-0144

www.midas.com

Midas Mutual Funds 

(a Subsidiary of Winmill 

& Co. Inc.)

PO Box 6110 

Indianapolis, IN 46209-6110

212-363-1100

Toll free: 1-800-400-6432

Fax: 212-363-1101

E-mail: info@mutualfunds.net

www.mutualfunds.net

Miles Kimball Co.

Customer Service

250 City Center

Oshkosh, WI 54906

920-231-3800

Toll free: 1-800-255-4590

TTY: 920-231-5506

Fax: 920-231-6942

www.mileskimball.com

Miller Brewing Company

3939 W Highland Blvd.

Milwaukee, WI 53208

414-931-2000

Fax: 414-931-3735

www.millerbrewing.com

The Milnot Company

See also: Eagle Family Foods

www.milnot.com

★

Milton Bradley

See also: Hasbro, Inc.

Toll free: 1-800-836-7025

www.hasbro.com/miltonbradley

Minolta Corp.

See also: Konica Minolta 

Business Solutions U.S.A., Inc.

konicaminolta.us

Minwax

See also: Sherwin-Williams

10 Mountain View Rd.

Upper Saddle River, NJ 07458

Toll free: 1-800-523-9299

E-mail: 

askminwax@sherwin.com

www.minwax.com

Mitsubishi Digital Electronics 

America, Inc.

Consumer Relations Dept.

9351 Jeronimo Rd.

Irvine, CA 92618

949-830-8364

Toll free: 1-800-332-2119 

Fax: 949-465-6147

www.mitsubishi-tv.com

Monsanto Company

800 N Lindbergh Blvd.

St. Louis, MO 63167

314-694-1000

www.monsanto.com

The Mony Group

See also: AXA Equitable Co. 

Toll free: 1-800-487-6669

www.mony.com

Morgan Stanley

1585 Broadway

New York, NY 10036

212-761-4000

Toll free: 1-800-733-2307

www.morganstanley.com

Morton International, Inc.

Consumer Affairs

123 N Wacker Dr.

Chicago, IL 60606-1743

312-807-2693

Fax: 312-807-2769

www.mortonsalt.com

Motorola, Inc.

Corporate Communications

1303 East Algonquin Rd.

Schaumburg, IL 60196

847-576-5000

Toll free: 1-800-331-6456

TTY: 847-538-7116

www.motorola.com

Motts, Inc.

Consumer Services Dept.

900 King St.

Rye Brook, NY 10573

Toll free: 1-800-426-4891

www.motts.com

Movado Group, Inc.

650 From Rd.

Paramus, NJ 07652

201-267-8000

Toll free: 1-800-810-2311 

(Movado + ESQ)

Toll free: 1-800-920-3153 (Ebel)

Toll free: 1-800-547-4073 

(Concord)

Toll free: 1-800-796-7103 

(Coach Watch + Hugo Boss)

www.movadogroupinc.com

MSN Internet Services

MSN Consumer Advocate

1 Microsoft Way

Redmond, WA 98052

Toll free: 1-800-386-5550

www.msn.com

Mutual of Omaha 

Insurance Co.

Customer Service

Mutual of Omaha Plaza

Omaha, NE 68175

402-342-7600

Toll free: 1-800-775-6000

Toll free: 1-800-948-9478

Fax: 402-351-3768

E-mail: individualclaims@

mutualofomaha.com

www.mutualofomaha.com

N

Nabisco Foods Group

Consumer Affairs

100 DeForest Ave.

East Hanover, NJ 07936-1911 

201-503-2000

Toll free: 1-800-622-4726

www.nabiscoworld.com
Member of SOCAP International, see page 126 93

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

National Amusements, Inc.

200 Elm St.

Dedham, MA 02026

781-461-1600

www.national-amusements.com

National Car Rental 

System, Inc.

Customer Services

208 St. James Ave.

Goose Creek, SC 29445

Toll free: 1-800-468-3334

www.nationalcar.com

 National Fuel Gas Company

Quality Assurance Department

6363 Main St.

Williamsville, NY 14221-5887

Toll free: 1-800-453-3513 (NY)

Toll free: 1-800-352-1900 (PA)

Fax: 716-857-7061

www.nationalfuelgas.com

National Presto 

Industries, Inc.

3925 North Hastings Way

Eau Claire, WI 54703-3703

715-839-2121

Fax: 715-839-2122

www.gopresto.com

 Nationwide Financial 

Network

Corporate Compliance

300 Continental Dr.

Newark, DE 19713

Toll free: 1-800-523-4681

Fax: 302-452-7634

www.nationwideprovident.com

Nautica Enterprises, Inc.

Consumer Relations

40 West 57th St.

New York, NY 10019

212-541-5757

Toll free: 1-877-628-8422

Fax: 212-887-8136

www.nautica.com

NBC Universal, Inc.

Viewer Relations

30 Rockefeller Plaza

New York, NY 10112

212-664-2333

www.nbc.com

NCE Computer Group

1973 Friendship Dr., Ste. B

El Cajon, CA 92020

619-212-3000

Toll free: 1-800-767-2587

Fax: 619-212-3039

www.ncegroup.com

Near East Food Products

See also: Quaker Oats

PO Box 049003

Chicago, IL 60604-9003

Toll free: 1-800-822-7423

www.neareast.com

The Neiman-Marcus 

Group, Inc.

Customer Relations

PO Box 650589

Dallas, TX 75265-0589

214-761-2660

Toll free: 1-800-685-6695

Toll free: 1-888-888-4757

Fax: 214-761-2650

www.neimanmarcus.com

 Nestlè Purina PetCare Co.

Office of Consumer Affairs

Checkerboard Square

St. Louis, MO 63164

314-982-1000

Toll free: 1-800-778-7462

Fax: 314-982-4580

www.purina.com

 Nestle USA

Consumer Services Center

800 North Brand Blvd.

Glendale, CA 91203

Toll free: 1-800-225-2270

www.nestle.com

 Nestlè Waters N. America Inc.

777 West Putnam Ave.

Greenwich, CT 06830-5091

203-531-4100

www.nestle-watersna.com

NetZero

See also: United Online, Inc.

Toll free: 1-877-912-5866 

(Tech Support)

Toll free: 1-866-841-1442 

(Billing Questions)

www.netzero.net

Neutrogena Corp.

See also: Johnson & Johnson 

Consumer Products, Inc.

Consumer Affairs

5760 West 96th St.

Los Angeles, CA 90045

310-642-1150

Toll free: 1-800-582-4048

E-mail: ntgweb@neuus.jnj.com

www.neutrogena.com

New England Life 

Insurance Company

See also: MetLife, Inc.

New England Services Adm.

501 Boylston

Boston, MA 02117

Toll free: 1-800-388-4000

www.nefn.com

New York Life Insurance Co.

Corporate Compliance Dept.

1 Rockwood Rd.

Sleepy Hollow, NY 10591

914-846-3883

Fax: 914-846-5497

www.newyorklife.com

New York Magazine 

Holdings LLC

444 Madison Ave., 4th Floor

New York, NY 10022-6999

212-508-0700

Toll free: 1-800-678-0900

www.newyorkmag.com

New York Times Co.

229 West 43rd St.

New York, NY 10036

212-556-1234

www.nytco.com

Newport News

See also: Spiegel Brands, Inc.

5100 City Line Rd.

Hampton, VA 23630-5100

757-827-7010

Toll free: 1-800-759-3950 

(Consumer Service)

Fax: 757-825-4103

E-mail: customercare@

newport-news.com

www.newport-news.com
94 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

 Newsweek, Inc.

PO Box 5571

Harlan, IA 51593

Toll free: 1-800-631-1040

Fax: 1-888-385-1428 (Toll free)

www.newsweek.msnbc.com

Nextel Communications, Inc.

See also: Sprint

www.nextel.com

Nexxus Products Co.

PO Box 1274

Santa Barbara, CA 93116-9976

805-968-6900

Toll free: 1-800-444-6399

Fax: 805-968-6540

www.nexxusproducts.com

 Niagara Mohawk (A National 

Grid Company)

Adm. & Consumer Advocacy

535 Washingon St., 5th Floor

Buffalo, NY 14203

716-857-4807

Toll free: 1-800-443-1832

www.nationalgrid.us.com/niag

aramohawk

 Nike, Inc.

Consumer Services

PO Box 4027

1 Bowerman Dr.

Beaverton, OR 97076-4027

503-671-6453

Toll free: 1-800-344-6453

www.nike.com

 Nikon Inc.

1300 Walt Whitman Rd.

Melville, NY 11747

Toll free: 1-800-645-6687 

(Film Tech Support)

Toll free: 1-800-645-6689 

(Digital Tech Support)

Fax: 631-547-4025

www.nikonusa.com

Nine West Group Inc.

Customer Relations

9 West Plaza

1129 Westchester Ave.

White Plains, NY 10604

914-640-6400

Toll free: 1-800-999-1877

www.ninewest.com

★

Nokia USA

Customer Contact Center

4630 Woodland Corp. Blvd., Ste. 100

Tampa, FL 33614

Toll free: 1-888-665-4228 

TTY: 1-800-246-6542 (Toll free)

Fax: 813-243-1256

E-mail: 

customercare@nokia.com

nokiausa.com

 Norelco Consumer Products Co.

See also: Philips Consumer 

Electronic N.A.

Consumer Relations Dept.

America Corp.

1251 Ave. of the Americas

New York, NY 10020

Toll free: 1-800-243-3050

www.philips.com/norelco

The North Face, Inc.

Customer Service

2013 Farallon Dr.

San Leandro, CA 94577

510-618-3500

Toll free: 1-800-447-2333

Toll free: 1-866-715-3223

Fax: 510-618-3541

E-mail: tnf_consumerservices@

vfc.com

www.thenorthface.com

 Northwest Airlines

Customer Relations

C6590, 5101 Northwest Dr.

St. Paul, MN 55121

612-726-2046

Toll free: 1-800-692-6955

TTY: 1-800-225-2525 

(Reservations-Toll free)

www.nwa.com

Northwestern Mutual 

Life Insurance Co.

Corporate Relations

720 East Wisconsin Ave.

Milwaukee, WI 53202

414-271-1444

www.northwesternmutual.com

Norwegian Cruise Line

Customer Relations

7665 Corporate Center Dr.

Miami, FL 33126

305-436-4000

Toll free: 1-866-625-1164

www.ncl.com

Novartis Pharmaceuticals 

Corp.

Customer Response

Pharmaceuticals

1 Health Plaza

East Hanover, NJ 07936-1080

862-778-8300

Toll free: 1-800-742-2422

Toll free: 1-888-669-6682

Fax: 973-781-8265

www.pharma.us.novartis.com

Novell, Inc.

1800 S Novell Place

Provo, UT 84606

801-861-7000

Toll free: 1-800-453-1267

Toll free: 1-800-858-4000 

(Tech Support)

Fax: 801-861-5203 

(Tech Support)

E-mail: 

customer_service@novell.com

www.novell.com

Nuance 

Communications, Inc.

1 Wayside Rd.

Burlington, MA 01803-4609

781-565-5000

Toll free: 1-800-654-1187 

Fax: 407-241-1830

www.nuance.com

Nu Tone, Inc.

Consumer Relations

4820 Redbank Rd.

Cincinnati, OH 45227

Toll free: 1-888-336-3948 

E-mail: ask@nutone.com

www.nutone.com

The NutraSweet Company

Customer Service

1762 Lovers Ln.

Augusta, GA 30901

Toll free: 1-800-323-5321

www.nutrasweet.com

NutriSystem, Inc.

200 Welsh Rd.

Horsham, PA 10944

215-706-5300

Toll free: 1-800-585-5483

Fax: 215-706-538

www.nutrisystem.com
Member of SOCAP International, see page 126 95

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

O

 Ocean Spray 

Cranberries Inc.

Consumer Affairs Dept. 

1 Ocean Spray Dr.

Lakeville-Middleboro, MA 02349

Toll free: 1-800-662-3263

Fax: 508-923-0036

www.oceanspray.com

Office Depot, Inc.

2200 Old Germantown Rd.

Delray Beach, FL 33445

561-438-4800

Toll free: 1-800-463-3768

Toll free: 1-800-937-3600 

(Store Issues)

Fax: 1-800-685-5010 (Toll free)

www.officedepot.com

OfficeMax, Inc.

Customer Service

263 Shuman Blvd.

Naperville, IL 60563

630-438-7800

Toll free: 1-877-633-4236 

(Consumer)

Toll free: 1-800-788-8080 

(General)

Toll free: 1-888-669-2778 

(Executive Resolution)

Toll free: 1-877-484-3629 

(Contract/Retail)

Fax: 1-800-995-9644 (Toll free)

E-mail: customerresolution@

office.com

www.officemax.com

Okidata

2000 Bishops Gate Blvd.

Mt. Laurel, NJ 08054-4620

Toll free: 1-800-654-3282

www.okidata.com

Olan Mills, Inc.

Customer Service

4325 Amnicola Hwy.

PO Box 23456

Chattanooga, TN 37422-3456

Toll free: 1-800-251-6320

Fax: 423-499-3864

www.olanmills.com

Olympus America

3500 Corporate Parkway

PO Box 610

Center Valley, PA 18034-0610

Toll free: 1-800-622-6372 

(Film Cameras)

Toll free: 1-888-553-4448 

(Digital Cameras)

Toll free: 1-800-622-6372 

(Binoculars)

www.olympusamerica.com

Oneida, Ltd.

Customer Service

PO Box 1

Oneida, NY 13421-2899

315-361-3000

Toll free: 1-800-877-6667

www.oneida.com

Orbitz, Inc.

Customer Service

200 South Wacker Dr. 

Ste. 1900

Chicago, IL 60606

312-894-5000

Toll free: 1-888-656-4546

Fax: 312-894-5001

www.orbitz.com

Orkin

Customer Care Center

2170 Piedmont Rd.

Atlanta, GA 30324

404-329-7400

Toll free: 1-800-346-7546

Toll free: 1-888-675-4662

Fax: 404-633-2315

www.orkin.com

Oster

See also: Jarden Consumer 

Solutions

Toll free: 1-800-339-2547

www.oster.com

Oster Professional Products

See also: Jarden Consumer 

Solutions

150 Cadillac Ln.

McMinnville, TN 37110

931-668-7171

Toll free: 1-800-830-3678 

(Corporate)

Toll free: 1-800-339-2547 

(Customer Support)

Fax: 913-668-1647

www.osterpro.com

 Owens Corning

1 Owens Corning Pkwy.

Toledo, OH 43659-0001

419-248-8000

Toll free: 1-800-438-7465

www.owenscorning.com

P

Palm, Inc.

Customer Service

950 W Maude Ave.

Sunnyvale, CA 94085

408-617-7000

Toll free: 1-800-881-7256

Toll free: 1-888-956-7256 

(Computer Software) 

Fax: 408-617-0100

www.palm.com

 Panasonic Company

Consumer Affairs

Panazip 2F-3

1 Panasonic Way

Secaucus, NJ 07094

201-348-7000

Toll free: 1-800-211-7262

www.panasonic.com

Paper Direct

See also: Current, Inc.

Toll free: 1-800-272-7377

www.paperdirect.com

 Paramount Cards, Inc.

Customer Service

400 Pine St.

Pawtucket, RI 02860

401-726-0800

Toll free: 1-800-554-5017

Fax: 401-729-4630

E-mail: 

sales@premiergreetings.com

www.paramountcards.com

Parker Brothers

See also: Hasbro, Inc.

Toll free: 1-888-836-7025

www.hasbro.com
96 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Pathmark Stores, Inc.

Customer Relations 

200 Milik St.

Carteret, NJ 07008

732-499-3500

Toll free: 1-800-272-8462

E-mail: 

customers@pathmark.com

www.pathmark.com

Pella Corp.

Customer Service Department

102 Main St.

Pella, IA 50219

641-628-1000

Toll free: 1-800-374-4758 

(Service and Repair)

www.pella.com

Pennzoil

See also: Shell Oil Company

Corporate Communications

Pennzoil Place

PO Box 2967

Houston, TX 77252-2967

713-546-4000

Toll free: 1-800-990-9811

www.pennzoil.com

 Pentair Pool 

Products, Inc.

Customer Support

1620 Hawkins Ave.

Sanford, NC 27330

919-774-4151

Toll free: 1-800-831-7133

Fax: 1-800-284-4151 (Toll free)

www.pentairpool.com

Pep Boys Auto

311 West Allegheny Ave.

Philadelphia, PA 19132

Toll free: 1-800-737-2697

Fax: 205-430-4622

E-mail: 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 Co.

Public Affairs

700 Anderson Hill Rd.

Purchase, NY 10577

Toll free: 1-800-433-2652

Fax: 914-767-6177

www.pepsico.com

 Perdue Farms Inc.

Consumer Relations

PO Box 1656

Horsham, PA 19044-6656

Toll free: 1-800-473-7383

www.perdue.com

Pernod Ricard USA

Customer Relations

777 Westchester Ave.

White Plains, NY 10604

914-539-4500

www.pernod-ricard.com

 Pfizer Inc.

Consumer Affairs

235 E 42nd St.

New York, NY 10017

Toll free: 1-800-879-3477 

(Prescription Medicines)

Toll free: 1-800-223-0182 

(Non-prescription Consumer 

Products)

www.pfizer.com

www.prodhelp.com

 Pharmavite Corp.

Consumer Affairs

PO Box 9606

Mission Hills, CA 91346-9606

Toll free: 1-800-276-2878 

(Nature Made)

Toll free: 1-800-314-4372 

(Nature’s Resource)

Toll free: 1-800-710-6529 

(Olay Vitamins)

Fax: 818-221-6618

www.pharmavite.com

 Philip Morris USA

Customer Affairs

Consumer Response Center

PO Box 26603

Richmond, VA Richmond

Toll free: 1-800-343-0975

www.philipmorris.com

 Philips Consumer 

Electronics North America

Customer Service

64 Perimeter Center East

PO Box 467300

Atlanta, GA 31146-7300

770-821-2400

Toll free: 1-888-744-5477 

(Consumer Support)

www.philipsusa.com

Phillips-Van Heusen Corp.

Customer Services

1001 Frontier Rd., Ste. 100

Bridgewater, NJ 08807

908-685-0050

Toll free: 1-800-388-9122

www.pvh.com

Pioneer Electronics 

Service, Inc.

Customer Service

PO Box 1760

Long Beach, CA 90810

Toll free: 1-800-421-1404

Fax: 310-952-2821

www.pioneerelectronics.com

Pirelli Tire Corp.

100 Pirelli Dr.

Rome, GA 30161

706-368-5800

Toll free: 1-800-747-3554

Fax: 706-368-5832

E-mail: consumer.affairs@

us.pirelli.com

www.us.pirelli.com

 Pizza Hut

See also: YUM! Brands, Inc.

14841 Dallas Parkway

Dallas, TX 75254

Toll free: 1-800-948-8488

www.pizzahut.com

Playskool

See also: Hasbro, Inc.

Toll free: 1-800-752-9755

Toll free: 1-800-242-7276

www.hasbro.com/playskool

 Playtex Products Inc.

Consumer Affairs

75 Commerce Dr.

Allendale, NJ 07401

Toll free: 1-888-310-4290 

(Consumers)
Member of SOCAP International, see page 126 97

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

Toll free: 1-800-451-7847 

(Rug Cleaners - Woolite)

Toll free: 1-888-456-8371 

(Playtex Gloves)

Toll free: 1-888-532-2229 

(Baby Magic)

Toll free: 1-899-723-3786 

(Banana Boat Sun Care)

Toll free: 1-888-724-7500 

(Ogilvie Hair Care)

TTY: 1-800-843-6430 

(Diaper Genie-Toll free)

Fax: 201-785-8202

www.playtexproductsinc.com

Plextor America

48383 Freemont Blvd., Ste. 120

Fremont, CA 94538

510-440-2000

Toll free: 1-866-204-0332

Fax: 510-651-9755

www.plextor.com

 Polaroid Corp.

Customer Care Center

1265 Main St.

Waltham, MA 02451

781-386-2000 (Collect calls 

accepted within MA)

Toll free: 1-800-343-5000 

(Outside MA)

Fax: 781-386-5605

www.polaroid.com

Polo/Ralph Lauren Corp.

Consumer Relations

4100 Beachwood Dr.

Greensboro, NC 27410

Toll free: 1-800-775-7656

Toll free: 1-888-475-7674

Fax: 336-632-9097

www.polo.com

Price Chopper Supermarkets 

(The Golub Corp.)

501 Duanesburg Rd.

PO Box 1074

Schenectady, NY 12301

518-355-5000

www.pricechopper.com

Primedia Consumer 

Magazines

745 Fifth Ave.

New York, NY 10151

212-745-0100

Fax: 212-745-0121

E-mail: 

information@primedia.com

www.primedia.com

Procom Technology, Inc.

18821 Bardeen Ave.

Irvine, CA 92612

949-852-1000

Toll free: 1-800-800-8600 

(Tech Support)

E-mail: info@procom.com

www.procom.com

The Procter & Gamble Co.

Consumer Relations

PO Box 599

Cincinnati, OH 45202

513-983-1100

Toll free: (Toll free numbers 

appear on all labels)

www.pg.com

Proview Technology, Inc.

7373 Hunt Ave.

Garden Grove, CA 92841

714-799-3899

Toll free: 1-800-776-8439

Fax: 714-379-6290

E-mail: 

customersupport@proview.net

www.proview.net

Prudential Financial, Inc.

Policyowner Relations Dept.

PO Box 1136

Minneapolis, MN 55440-1136

Toll free: 1-800-201-6690

Toll free: 1-800-486-3770

TTY: 1-800-526-8061 (Toll free)

www.prudential.com

Public Clothing Company

1407 Broadway, 38th Floor

New York, NY 10018

212-768-8440

www.publicclothing.com

★

Publishers Clearing House

Consumer Affairs

382 Channel Dr.

Port Washington, NY 11050

516-944-4918

Toll free: 1-800-337-4724

Fax: 516-883-5769

www.pch.com

Q

The Quaker Oats Co.

Consumer Response

QTG

555 W Monroe

Chicago, IL 60661

312-821-1000

www.quakeroats.com

Quantum Corp.

1650 Technology Dr., Ste. 700

San Jose, CA 95110-1382

408-944-4000

Toll free: 1-800-677-6268

www.quantum.com

Quark, Inc.

Quark Distribution, Inc.

PO Box 12027

Cheyenne, WY 82003

307-772-7100

Toll free: 1-800-676-4575

Fax: 307-772-7123

E-mail: cservice@quark.com

www.quark.com

QVC Inc.

Customer Service

1200 Wilson Dr. at 

Studio Park

West Chester, PA 19380

484-701-1000

Toll free: 1-800-367-9444

TTY: 1-800-544-3316 (Toll free)

www.qvc.com

Qwest Communications 

International, Inc.

1801 California St.

Denver, CO 80202

303-992-1400

Toll free: 1-800-244-1111 

(Residential Sales/Billing)

Toll free: 1-800-573-1311 

(Residential Repair)
98 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Toll free: 1-800-899-7780 

(Corporate Headquarters)

Toll free: 1-800-255-6920 

(Executive Offices)

TTY: 1-800-955-5833

Fax: 303-992-1724 (Toll free)

www.qwest.com

R

Radio Shack Corp.

Customer Care

300 Radio Shack Circle

Fort Worth, TX 76102

817-415-3011

Toll free: 1-800-843-7422

Fax: 817-415-2303

www.radioshack.com

 Rayovac Corp.

PO Box 44960

Madison, WI 53744

Toll free: 1-800-237-7000

Fax: 1-888-677-4770

E-mail: 

consumers@rayovac.com

www.rayovac.com

 Readers Digest 

Association, Inc.

Customer Service

Readers Digest Rd.

Pleasantville, NY 10570-7000

914-238-1000

Toll free: 1-800-234-9000

Toll free: 1-800-846-2100

TTY: 1-800-735-4327

Fax: 914-238-4559 (Toll free)

www.readersdigest.com

 Reckitt Benckiser, Inc.

Consumer Relations

Morris Corporate Center IV

399 Interpace Parkway 

PO Box 225

Parsippany, NJ 07054-0225

973-404-2600

Toll free: 1-877-870-8174 

(Lysol Purifiers)

Toll free: 1-888-265-3343 

(MSDS)

Toll free: 1-800-333-3899

Toll free: 1-800-228-4722 

(Household)

Toll free: 1-800-841-1256 

(Food Products)

Toll free: 1-800-260-1066 

(Spray N Wash)

E-mail: corpcomms@

reckittbenckiser.com

www.reckittbenckiser.com

 Regal Ware Inc.

Consumer Service

1675 Reigle Dr.

Kewaskum, WI 53040

262-626-2121

www.regalware.com

Remington Arms 

Company, Inc.

870 Remington Dr.

PO Box 700

Madison, NC 27025-0700

Toll free: 1-800-243-9700

Fax: 336-548-7801

www.remington.com

Remington 

Products, Co.

See also: Rayovac Corp.

Toll free: 1-800-736-4648

www.remington-products.com

 Rich-Seapak Corp.

Corporate Quality Assurance

PO Box 20670

McKinnon Airport Rd.

St. Simons Island, GA 31522

912-638-5000

Toll free: 1-888-732-7251

www.rich-seapak.com

Ricoh Corp.

5 Dedrick Place

West Caldwell, NJ 07006

973-882-2000

Toll free: 1-800-327-8349

E-mail: tech@ricohdms.com

www.ricoh-usa.com

Rodale, Inc.

Customer Satisfaction Call Ctr.

33 E Minor St.

Emmaus, PA 18098-0099

610-967-5171

Toll free: 1-800-848-4735 (Books)

Fax: 610-967-8963

E-mail: 

customer_service@rodale.com

www.rodale.com

Rolex Watch U.S.A. Inc.

665 Fifth Ave., 5th Floor

New York, NY 10022

212-758-7700

Fax: 212-980-2166

www.rolex.com

 Ross Products Division

See also: Abbott Laboratories

Consumer Relations

625 Cleveland Ave.

Columbus, OH 43215-1754

614-624-7677

Toll free: 1-800-227-5767

Fax: 614-624-7616

www.ross.com

Roto-Rooter Corp.

300 Ahworth Rd.

West Des Moines, IA 50265

515-223-1343

Toll free: 1-800-438-7686

www.roto-rooter.com

Royal Caribbean 

International

Customer Support

1050 Caribbean Way

Miami, FL 33132-2096

Toll free: 1-800-398-9819

www.rccl.com

Royal Silk

6117 Harrison Place

West New York, NJ 07093

Toll free: 1-800-962-6262

www.royalsilk.com

Rubbermaid

Consumer Services

Home Products

3320 W Market St.

Fairlawn, OH 44333

Toll free: 1-888-895-2110

www.rubbermaid.com

S

Safeway, Inc.

MS 10501

PO Box 29093

Phoenix, AZ 85038-9093

925-467-3000

Toll free: 1-877-723-3929

Fax: 623-869-4397

www.safeway.com
Member of SOCAP International, see page 126 99

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

Saks Fifth Ave.

Customer Relations

12 East 49th St., 4th Floor

New York, NY 10017

212-940-5027

Toll free: 1-800-238-3089

Toll free: 1-877-551-7257

Fax: 212-940-5031

www.saks.com

Samsonite Corp.

Consumer Relations

PO Box 90124

Allentown, PA 18109

Toll free: 1-800-262-8282

Fax: 610-871-3343

www.samsonite.com

Samsung Electronics 

America

Customer Service

1 Samsung Place

Ledgewood, NJ 07852

973-691-6200

Toll free: 1-800-726-7864

Fax: 973-691-6201

www.sosimple.com

Sanofi-Aventis

300 Somerset Corporate Blvd.

Bridgewater, NJ 08807-2854

Toll free: 1-800-981-2491

www.sanofi-aventis.us

 Sara Lee Foods

Consumer Affairs

PO Box 756

Neenah, WI 54957-0756

Toll free: 1-800-328-2426

Fax: 1-888-514-5970 (Toll free)

www.saraleefoods.com

 Sargento Foods Inc.

Consumer Affairs

1 Persnickety Place

Plymouth, WI 53073

920-893-8484

Toll free: 1-800-243-3737

Fax: 920-893-8399

www.sargento.com

SBC Communications, Inc.

Customer Relations

175 E Houston St., Ste. 100

San Antonio, TX 78205

210-821-4105

Toll free: 1-800-464-7928

Fax: 210-351-2071

att.sbc.com

 SC Johnson and Son, Inc.

1525 Howe St.

Racine, WI 53403

262-260-2000

Toll free: 1-800-558-5252

Fax: 262-260-4805

www.scjohnsonwax.com

Schering-Plough HealthCare 

Products, Inc.

Consumer Relations

3030 Jackson Ave.

Memphis, TN 38151-0001

901-320-2386

Toll free: 1-800-842-4090

Fax: 901-320-2292

www.sphcp.com

The Scotts Company

Consumer Service

14111 Scottslawn Rd.

Marysville, OH 43041

937-644-0011

Toll free: 1-800-543-8873

www.scotts.com

Seagate Technology, Inc.

Customer Support

920 Disc Dr.

Scotts Valley, CA 95066

Toll free: 1-800-732-4283 

(Tech Support)

TTY: 405-324-3655

www.seagate.com

Sealy Corp.

Consumer Support

1 Office Pkwy at Sealy Dr.

Trinity, NC 27370

336-861-3500

Toll free: 1-800-697-3259

(9-4:30 EST M-F) 

www.sealy.com

Sears, Roebuck and Co.

Sears National Customer 

Relations

3333 Beverly Rd.

Hoffman Estates, IL 60179

847-286-2500

Toll free: 1-800-549-4505

TTY: 1-800-659-7017 (7-9 CST)

Fax: 1-800-427-3049 (Toll free)

www.sears.com

Seiko Corp. of America

1111 MacArthur Blvd.

Mahwah, NJ 07430

201-529-5730

Fax: 201-529-4525

E-mail: 

custserv@scamahwah.com

www.seikousa.com

Seiko Instruments 

USA, Inc.

Corporate

1309 Rutherford, Ste. 160

Austin, TX 78753

512-349-3800

Toll free: 1-800-443-3617

(Watchers)

Toll free: 1-800-757-1011

(Bus and Home Office)

Toll free: 1-866-587-6573

(Consumer)

Toll free: 1-800-553-6570

(Micro Printers)

Fax: 512-349-3000

E-mail: customerservice@

siu-austin.com

www.seikoinsturments.com

Sempra Energy

Customer Service

101 Ash St.

San Diego, CA 92101-3017

619-696-2000

Toll free: 1-800-411-7343

(SDG&E)

Toll free: 1-800-427-2200 

(SoCalGas)

www.sempra.com

Seneca Foods Corp.

3736 South Main St.

Marian, NY 14505

315-926-8100

Toll free: 1-800-872-1110

Fax: 315-926-8300

E-mail: consumer_affairs@

senecafoods.com

www.senecafoods.com

Serta, Inc.

5401 Trillium Blvd., Ste. 250

Hoffman Estates, IL 60192

847-645-0200

Toll free: 1-800-426-0371

Toll free: 1-888-557-3782

Fax: 847-645-0205

E-mail: 

customer.service@serta.com

www.serta.com
100 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

7-Eleven, Inc.

Customer Relations

2711 North Haskell

Dallas, TX 75204

214-828-7011

Toll free: 1-800-255-0711

Toll free: 1-800-360-1265 

(Questions)

www.7-Eleven.com

 Sharp Electronics Corp.

Customer Service

1300 Naperville Dr.

Romeoville, IL 60446

Toll free: 1-800-237-4277

www.sharpusa.com

Sharper Image Corp.

350 Embarcadero, 6th Floor

San Francisco, CA 94105-1218

Toll free: 1-800-344-5555

E-mail: 

care@web.sharperimage.com

www.sharperimage.com

Shell Oil Co.

ATTN: TellShell US

PO Box 2463

Houston, TX 77252

713-241-6161

Toll free: 1-888-467-4355

www.localshell.com

www.shellus.com

Sherwin-Williams Company

101 Prospect Ave., NW

PO Box 647

Cleveland, OH 44115

216-566-2000

216-566-2902

Toll free: 1-800-474-3794 

Toll free: 1-800-647-9365

www.sherwin-williams.com

Shoney’s Inc.

Guest Relations

1717 Elm Hill Pike, Ste. B-1

Nashville, TN 37210

615-391-5395

Toll free: 1-877-474-6639

Fax: 615-231-2621

www.shoneys.com

Siemens Communications

900 Broken Sound Pkwy.

Boca Raton, FL 33487

561-923-5000

www.siemens.com

Simmons Bedding Company

Consumer Services

1 Concourse Pkwy., Ste. 800

Atlanta, GA 30328

770-512-7700

Toll free: 1-877-399-9397

Fax: 770-613-8575

E-mail: customerassistance@

simmons.com

www.simmons.com

Simon and Schuster

1230 Ave. of the Americas

New York, NY 10020

212-698-7000

Toll free: 1-800-223-2336

Fax: 1-800-943-9831 (Toll free)

www.simonsays.com

Simple Tech, Inc.

3001 Daimler St.

Santa Ana, CA 92705

949-476-1180

Toll free: 1-800-945-3444 

(Customer Support)

Toll free: 1-800-367-7330 

(Sales/Tech Support)

Fax: 949-476-1209

www.simpletech.com

Singer Sewing Company

Consumer Affairs

1224 Heil Quaker Blvd. 

PO Box 7017

LaVergne, TN 37086

Toll free: 1-800-474-6437

Fax: 615-213-0994

E-mail: talktous@singerco.com

www.singerco.com

Slim-Fast Foods Co.

Consumer Services Dept.

PO Box 3625

Englewood, NJ 07631-6065

Toll free: 1-877-375-4632

Toll free: 1-800-754-3278

E-mail: support@slimfast.com

www.slimfast.com

Snapper, A Division of 

Simplicity Mfg. Inc.

535 Macon Rd.

McDonough, GA 30253

770-954-2500

770-957-9141

Toll free: 1-888-477-8650

Fax: 770-957-7981

www.snapper.com

Snapple Beverage Corp.

Consumer Response Center

709 Westchester Ave.

White Plains, NY 10604

Toll free: 1-800-762-7753

www.snapple.com

Sonesta International 

Hotels Corp.

116 Huntington Ave.

Boston, MA 02116

617-421-5400

Toll free: 1-800-766-3782

Fax: 617-421-5402

E-mail: info@sonesta.com

www.sonesta.com

 Sony Corp. of America

Customer Service

Consumer Info Service Center

12451 Gateway Blvd.

Fort Myers, FL 33913

Toll free: 1-800-222-7669

www.sel.sony.com

Southwest Airlines

Customer Relations Dept.

PO Box 36647-1CR

Dallas, TX 75235-1647

214-792-4223

Toll free: 1-800-435-9792

Toll free: 1-800-221-0016 

(Spanish)

TTY: 1-866-281-8464 (Toll free)

Fax: 214-792-5099

www.southwest.com

Spencer Gifts, Inc.

Customer Service Dept.

6826 Black Horse Pike

Egg Harbor Township, NJ 08234

609-645-3300

Toll free: 1-800-762-0419

www.spencergifts.com

Spiegel Brands, Inc.

Corporate

711 3rd Ave., 4th Floor

New York, NY 10017

212-986-2585

Fax: 212-916-8281

www.spiegel.com
Member of SOCAP International, see page 126 101

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

Spiegel Catalog, Inc.

See also: Spiegel Brands 

Customer Service

5100 City Line Rd.

Hampton, VA 23630

Toll free: 1-800-474-5555

www.spiegel.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

PO Box 8077

London, KY 40742

Toll free: 1-888-211-4727

www.sprint.com/consumerinfo

St. Paul Travelers 

Companies, Inc.

Consumer Affairs

1 Tower Square 5GS

Hartford, CT 06183-9079

Toll free: 1-800-328-2189

www.stpaultravelers.com

Stanley Hardware 

(Division of the 

Stanley Works)

Customer Service

480 Myrtle St.

New Britain, CT 06053

860-225-5111

Toll free: 1-800-622-4393

www.stanleyhardware.com

Staples, Inc.

Consumer Affairs

500 Staples Dr.

Framingham, MA 01702

508-253-5000

Toll free: 1-800-378-2753

Toll free: 1-800-338-0252 

(Store Relations)

www.staples.com

State Fair Foods, Inc.

See also: Sara Lee Foods

Toll free: 1-800-294-3247 

(Sara Lee)

www.statefairbrand.com

★

 State Farm Mutual 

Automobile Insurance Co.

Executive Customer Service

1 State Farm Plaza

Bloomington, IL 61710

309-766-6393

www.statefarm.com

Stop & Shop Supermarket 

Co., Inc.

Public Affairs

PO Box 55888

Boston, MA 02205-5888

Toll free: 1-800-767-7772

Fax: 617-770-6033

www.stopandshop.com

Swatch Watch USA

Customer Service

55 Metro Way, Ste. #1

Secaucus, NJ 07094-1905

201-271-1400

Toll free: 1-866-379-2824

Toll free: 1-800-879-2824

E-mail: swatch.cservice.

estore@swatch.com

www.swatch.com

The Swiss Colony, Inc.

Customer Service

1112 Seventh Ave.

Monroe, WI 53566

608-324-4603

Toll free: 1-800-544-9036

Fax: 608-242-1001

E-mail: swisscolony@

sccompanies.com

www.swisscolony.com

Symantec Corp.

Customer Service

20330 Stephens Creek Blvd.

Cupertino, CA 95014

Toll free: 1-800-441-7234

Fax: 541-335-5020

www.symantec.com

Syngenta

410 Swing Rd.

Greensboro, NC 27409

336-632-6000

Toll free: 1-800-334-9481

Fax: 336-632-2240

www.syngenta-us.com

T

Taco Bell

See also: YUM! Brands, Inc.

Customer Relations

17901 Von Karman

Irvine, CA 92614

949-863-4500

Toll free: 1-800-822-6235

www.tacobell.com

Talbots

Public Relations Depatment

1 Talbots Dr.

Hingham, MA 02043

781-749-7600

Toll free: 1-800-992-9010

Toll free: 1-800-825-2687

Toll free: 1-800-533-3201

TTY: 1-800-624-9179 (Toll free)

Fax: 781-741-4136

www.talbots.com

Target Stores

Guest Relations & Quality 

Assurance

PO Box 9350

Minneapolis, MN 55440-9350

612-307-9800

Toll free: 1-800-440-0680

TTY: 1-800-755-5852 (Toll free)

Fax: 612-307-8870

www.target.com

TEAC America, Inc.

7733 Telegraph Rd.

Montebello, CA 90640

323-726-0303

Fax: 323-727-7656

www.teac.com

Teleflora

11444 West Olympic Blvd. 

4th Floor

Los Angeles, CA 90064

Toll free: 1-800-421-4051

Fax: 310-966-3666

www.teleflora.com

Tenneco, Inc.

500 North Field Dr.

Lake Forest, IL 60045

847-482-5000

Fax: 847-482-5940

www.tenneco.com
102 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Tetley USA Inc.

Consumer Affairs Dept.

PO Box 856

100 Commerce Dr.

Shelton, CT 06484-0856

203-929-9200

Toll free: 1-800-728-0084

Fax: 203-929-9263

www.tetleyusa.com

Texas Instruments, Inc.

Consumer Relations

7839 Churchill Way MS3962

Dallas, TX 75251

972-917-8324 (Tech Support)

Toll free: 1-800-842-2737

Fax: 972-917-0747

www.ti.com

Thrifty Rent A Car 

System, Inc.

5310 East 31st St.

Tulsa, OK 74135

Toll free: 1-800-334-1705

TTY: 1-888-332-3677 (Toll free)

Fax: 918-669-2060

E-mail: 

customercare@thrifty.com

www.thrifty.com

Time Warner Inc.

1 Time Warner Center

New York, NY 10019

212-484-8000

www.timewarner.com

Time, Inc.

3000 University Center Dr.

Tampa, FL 33612

813-979-6105

Toll free: 1-800-541-1000

Fax: 813-979-6615

www.time.com

Timex Corp.

Customer Service

PO Box 2740

Little Rock, AR 72203-2740

501-372-1111

Toll free: 1-800-448-4639

Fax: 501-370-5747

www.timex.com

TJ Maxx

See also: TJX Companies, Inc.

www.tjmaxx.com 

TJX Companies, Inc.

770 Cochituate Rd.

Framingham, MA 01701

508-390-1000

Toll free: 1-877-746-7259 

(A. J. Wright)

Toll free: 1-800-926-6299 

(TJ Maxx)

Toll free: 1-800-888-0776 

(Home Goods)

Toll free: 1-888-627-7425 

(Marshalls)

Fax: 508-390-2091

www.tjx.com

T-Mobile Wireless

Customer Relations

PO Box 37380

Albuquerque, NM 87176-7380

Toll free: 1-800-937-8997 

(Current Customers)

Toll free: 1-800-866-2453

Fax: 505-998-3775

www.tmobile.com

Togo’s Eateries

Dunkin Brands 

Consumer Service

130 Royall St.

Canton, MA 02021

Toll free: 1-800-859-5339

www.togos.com

Tone Brothers, Inc.

2301 SE Tone’s Dr.

Ankeny, IA 50021

515-965-2711

Toll free: 1-800-247-5251

E-mail: 

spice_advice@tones.com

www.spiceadvice.com

Top-Flite Professional 

Golf Company

Consumer Department

425 Meadow St.

PO Box 901

Chicopee, MA 01021-0901

413-536-1200

Toll free: 1-866-834-6532

www.topflite.com

The Toro Co.

Consumer Service

8111 Lyndale Ave., South

Bloomington, MN 55420

612-888-8801

Toll free: 1-800-348-2424

E-mail: 

consumer.service@toro.com

www.toro.com

Toshiba America

82 Totwa Rd.

Wayne, NJ 07470

973-628-8000

Toll free: 1-800-631-3811

E-mail: tacpsvc@aol.com

www.tacp.toshiba.com

Totes/Isotoner

Consumer Affairs

9655 International Blvd.

Cincinnati, OH 45246-5658

513-682-8200

Toll free: 1-800-762-8712

Fax: 513-682-8606

E-mail: 

consumeraffairs@totes.com

www.totes.com

Tourneau, Inc.

3 East 54th St., 3rd Floor

New York, NY 10022

212-758-3265

Toll free: 1-800-348-3332

www.tourneau.com

Toys ‘R’ Us, Inc.

Guest Relations

1 Geoffrey Way

Wayne, NJ 07470-2030

973-617-3500

Toll free: 1-800-869-7787

www.toysrus.com

Trane

Residential Customer Relations

PO Box 9010

Tyler, TX 75707

903-581-3200 (Residential)

931-645-6471 (Commercial)

www.trane.com

TransUnion, LLC

PO Box 1000

Chester, PA 19022

610-546-4600

Toll free: 1-800-888-4213

Fax: 610-546-4605

www.transunion.com

Travelocity.com L.P.

Customer Service

11603 Crosswinds Way

San Antonio, TX 78233
Member of SOCAP International, see page 126 103

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

Toll free: 1-888-872-8356 

Toll free: 1-888-709-5983

www.travelocity.com

Tripp Literan

Office of Consumer Affairs

1111 W 35th St.

Chicago, IL 60609

773-869-1234

www.triplite.com

True Value Company

8600 West Bryn Mawr

Chicago, IL 60631-3505

773-695-5000

www.truevalue.com

Tupperware Corp.

Customer Care

PO Box 2353

Orlando, FL 32802

Toll free: 1-800-366-3800

www.tupperware.com

Turtle Wax, Inc.

Consumer Affairs

625 Willowbrook Center 

Parkway

Willowbrook, IL 60527

630-455-3700

708-563-3600

Toll free: 1-800-805-7695

Fax: 708-563-4302

www.turtlewax.com

TV Guide

ATTN: Customer Relations

4 Radnor Corporate Center

100 Matson Ford Rd.

Radnor, PA 19088

Toll free: 1-800-866-1400

Fax: 610-687-6965

www.tvguide.com

TXU

TXU Electric and Gas Company 

1601 Bryan St.

Dallas, TX 75201-3401

972-791-2888

Toll free: 1-800-242-9113

Toll free: 1-800-460-3030

TTY: 1-800-468-3388 (Toll free)

Fax: 1-800-232-9448 (Toll free)

E-mail: txuenergy@txu.com

www.txu.com

Tyson Foods

Consumer Relations

PO Box 2020

Springdale, AR 72765-2020

479-290-4714

Toll free: 1-800-233-6332

Fax: 479-290-7930

www.tyson.com

U

UBS Financial 

Services Inc.

Client Relations

800, 1000, 1200 and 1500 

Harbor Blvd.

Weehawken, NJ 07086

Toll free: 1-888-279-3343

E-mail: 

onlineservices@ubs.com

financialservicesinc.ubs.com

U-Haul International

Customer Service

PO Box 21502

Phoenix, AZ 85036-1502

602-263-6771

Toll free: 1-800-528-0463

Toll free: 1-800-263-6011

Toll free: 1-800-789-3638

Toll free: 1-800-468-4285

www.uhaul.com

Umax Technologies

10460 Brockwood Rd.

Dallas, TX 75238

214-342-9799 (Main Office)

214-739-1915 (Tech Support)

www.umax.com

Uniden America Corp.

Customer Service

4700 Amon Carter Blvd.

Fort Worth, TX 76155

817-858-3300

Toll free: 1-800-297-1023

TTY: 1-800-874-9314 (Toll free)

Fax: 1-800-323-2641 (Toll free)

E-mail: cservice@uniden.com

www.uniden.com

Unilever

Consumer Services

800 Sylvan Ave.

Englewood Cliffs, NJ 07632

Toll free: 1-800-621-2013

Toll free: 1-800-782-8301

www.unilever.com

Uniroyal Tires

Consumer Relations

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-877-458-5878

www.uniroyal.com

Unisys Corp.

Customer Satisfaction

Unisys Way

Blue Bell, PA 19424

215-986-4011

Toll free: 1-800-874-8647

www.unisys.com

United Airlines

Customer Relations

PO Box 66100

Chicago, IL 60666

847-700-6796

Toll free: 1-877-228-1327

Fax: 1-877-406-1059 (Toll free)

www.ual.com

United Online Inc.

LNR Warner Center

2301 Burbank Blvd.

Woodland Hills, CA 91367

805-418-2000

Fax: 805-418-2001

www.unitedonline.com

United Parcel Service 

of America, Inc.

Customer Service

55 Glenlake Parkway, NE

Atlanta, GA 30328

Toll free: 1-800-742-5877

TTY: 1-800-833-0056 (Toll free)

Fax: 404-828-6204

www.ups.com

United Van Lines, Inc.

PO Box 26120

Fenton, MO 63026

636-326-3100

Toll free: 1-800-948-4885

www.unitedvanlines.com
104 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

US Airways

Consumer Affairs

PO Box 1501

Winston-Salem, NC 27102

336-661-8126

Toll free: 1-866-523-5333

Fax: 336-661-8187

www.usairways.com

US Bancorp

U S Bancorp Center

800 Nicollet Mall

Minneapolis, MN 55402

Toll free: 1-800-872-2657

TTY: 1-800-685-5065 (Toll free)

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.

140 West St.

New York, NY 10007

Toll free: 1-800-621-9900

TTY: 1-800-974-6006 (Toll free)

www.verizon.com

Vertical Communications, Inc.

Communications Software 

Group

1 Memorial Dr.

Cambridge, MA 02142

617-354-0600

617-491-2944

Toll free: 1-800-914-9985

Fax: 617-452-9159

www.vertical.com

Viacom, Inc.

Corporate Relations

1515 Broadway, 51st Floor

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: 1-800-474-7834

(En Espanol)

TTY: 1-800-666-0268 (Toll free)

www.victoriassecret.com

Visa USA, Inc.

(Contact your issuing bank first)

PO Box 8999

San Francisco, CA 94128-8999

Toll free: 1-800-847-2911

www.visa.com

Vivendi Universal Games

Comments

6060 Center Dr., 5th Floor

Los Angeles, CA 90045

310-649-8033 (Tech Support)

Toll free: 1-800-757-7707 

(Customer Service)

E-mail: games.comment@

vugames.com

www.sierra.com

The Vons Companies, Inc.

See also: Safeway

628-821-7000

Fax: 626-821-7902

www.vons.com

W

Wachovia Corp.

Customer Service

1525 West W.T. Harris Blvd.

Charlotte, NC 28212

Toll free: 1-800-922-4684

wachovia.com

Wachovia Securities, LLC

Brokerage Services 

Operations Liaison

901 E Byrd St.

RIchmond, VA 23219

www.wachoviasec.com

Wagner Spray Tech Corp.

Customer Service

1770 Fernbrook Ln.

Plymouth, MN 55447

763-553-7000

Toll free: 1-800-328-8251

Fax: 763-519-3563

E-mail: custserv@

wagnerspraytech.com

www.wagnerspraytech.com

★

Walgreen Co.

Consumer Relations

200 Wilmot Rd.

Deerfield, IL 60015

847-914-2500

Toll free: 1-800-289-2273

Toll free: 1-877-250-5823

TTY: 1-877-924-7889 (Toll free)

Fax: 847-914-3105

www.walgreens.com

Wal-Mart Stores, Inc.

Customer Relations

702 SW Eighth St.

Bentonville, AR 72716-0117

501-273-4000

Toll free: 1-800-925-6278

Fax: 501-621-2063

E-mail: letters@wal-mart.com

www.wal-mart.com

Walter Drake, Inc.

4630 Forge Rd., Ste. A

Colorado Springs, CO 80907

719-638-2400

Toll free: 1-800-525-9291

Fax: 1-888-252-8462 (Toll free)

wdrake.com

Waste Management, Inc.

1001 Fannin St., Ste. 4000

Houston, TX 77002

713-512-6200

www.wastemanagement.com

Water Pik Inc.

Consumer Affairs

1730 East Prospect Rd.

Fort Collins, CO 80553-0001

970-484-1352

Toll free: 1-800-525-2774

Fax: 970-221-8715

www.waterpik.com

Weider Publications

21100 Erwin St.

Woodland Hills, CA 91367

818-884-6800

Toll free: 1-800-423-5590

Weight Watchers Gourmet 

Food Company

Consumer Affairs

11 Madison Ave.

New York, NY 10010

212-817-4200
Member of SOCAP International, see page 126 105

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate

Toll free: 1-800-651-6000

E-mail: customerservice@

weightwatchers.com

www.weightwatchers.com

 Wells Fargo & Company

Corporate Office

420 Montgomery St.

San Francisco, CA 94104

Toll free: 1-800-869-3557 

(General)

Toll free: 1-800-956-4442 

(Online)

Toll free: 1-866-867-5568 

(Report online fraud)

TTY: 1-800-877-4833 (Toll free); 

1-888-355-6052 (En Espanol -

Toll free)

www.wellsfargo.com

Wendy’s International, Inc.

Dept. 1350

4288 W Dublin-Granville Rd.

Dublin, OH 43017-0256

614-764-3100

Toll free: 1-800-443-7266

Fax: 614-764-6707

www.wendys.com

West Bend Cookware

See also: Regal Ware, Inc.

262-626-8623

E-mail: 

info@westbendcookware.com

www.westbendcookware.com

West Point Home Inc.

Consumer Affairs

PO Box 71

West Point, GA 31833-0609

212-930-2000 (NY Office)

Toll free: 1-800-533-8229

E-mail: 

consumer.affairs@wpstv.com

www.martex.com

Western Digital

20511 Lake Forest Dr.

Lake Forest, CA 92630-7741

949-672-7000

Toll free: 1-800-275-4932

www.wdc.com

Western Union Financial 

Services, Inc.

Customer Relations

13022 Hollenberg Dr.

Bridgeton, MO 63044

★

314-291-8000

Toll free: 1-800-634-1311

Toll free: 1-800-325-6000

Fax: 314-291-5271

www.westernunion.com

Wet Seal, Inc.

Customer Assistance Ctr.

26972 Burbank

Foothill Ranch, CA 92610

949-699-3900

Toll free: 1-866-938-7325

E-mail: 

customerservice@wetseal.com

www.wetseal.com

Whirlpool Corp.

Customer Assistance Center

553 Benson Rd.

Benton Harbor, MI 49022

616-923-7700

Toll free: 1-800-253-1301

Fax: 616-923-7829

www.whirlpool.com

The White Rain Company

Consumer Affairs Department

410 Ware Blvd., Ste. 900

Brandon, FL 33510

813-622-8895

Toll free: 1-800-575-7960

Fax: 1-800-789-0828 (Toll free)

E-mail: 

comments@whiterain.com

www.whiterain.com

Wilke/Thornton, Inc.

545 Metro Place S, Ste. 430

Dublin, OH 43017

614-792-6900 ext. 176

Fax: 614-792-6901

E-mail: 

info@wilke-thornton.com

www.wilke-thornton.com

Williams-Sonoma, Inc.

10000 Covington Cross Dr.

Las Vegas, NV 89144

702-360-7000

Toll free: 1-800-541-1262

Fax: 702-360-7091

www.williams-sonoma.com

Winn Dixie Stores, Inc.

Consumer Affairs

PO Box B

Jacksonville, FL 32203

904-783-5000

Fax: 904-370-7789

www.winn-dixie.com

Winnebago Industries

Owner Relations

605 W Crystal Lake Rd.

PO Box 152

Forest City, IA 50436-0152

641-585-3535

Toll free: 1-800-537-1885

Fax: 641-585-6966

E-mail: or@winnabagoind.com

www.winnebagoind.com

Woodworker’s 

Supply, Inc.

Customer Service

1108 N Glenn Rd.

Casper, WY 82601

505-821-0574 ext. 3001

Toll free: 1-800-231-2748, 

ext. 3001

Fax: 1-800-853-9663 (Toll free)

www.woodworker.com

Wrangler

Consumer Relations

VF Jeanswear LP

Quality Control

1421 South Elm St.

Greensboro, NC 27406

336-332-3564

Toll free: 1-800-888-8010

Toll free: 1-888-784-8571

E-mail: wranglerweb@vfc.com

www.wrangler.com

Wm. Wrigley Jr. Co.

Consumer Affairs

410 North Michigan Ave.

Chicago, IL 60611

312-644-2121

Toll free: 1-800-974-4539

Fax: 312-644-0015

www.wrigley.com

Wyeth Consumer 

Health Care

Product Quality

PO Box 26609

Richmond, VA 23261-6609

973-660-5000

Toll free: 1-800-934-5556

www.wyeth.com
106 Member of SOCAP International, see page 126

Corporate Consumer Contacts

Provided financial support for the publication 

of the Consumer Action Handbook.

Wyse Technology

3471 North First St.

San Jose, CA 95134

408-473-1200

Toll free: 1-800-438-9973

www.wyse.com

X

Xerox Corp.

PO Box 1600

800 Long Ridge Rd.

Stamford, CT 06904

203-968-3000

Toll free: 1-800-275-9376

Toll free: 1-800-822-2200 

(Supplies)

Toll free: 1-877-979-8498 

(Customer Relations)

Toll free: 1-800-821-2797 

(Customer Tech Support)

E-mail: webmaster@xerox.com

www.xerox.com

Y

Yahoo! Online

Customer Service

701 First Ave.

Sunnyvale, CA 94089

408-349-3300

Fax: 408-349-3301

E-mail: 

experience@yahoo-inc.com

www.yahoo.com

Yamaha Motor Corp.

Customer Relations

6555 Katella Ave.

Cypress, CA 90630

714-761-7435

Toll free: 1-800-962-7926

Fax: 714-761-77303

www.yamaha-motor.com

 Yashica

See also: Kyocera Optics, Inc.

www.kyoceraimaging.com

YUM! Brands, Inc.

1441 Gardiner Ln.

Louisville, KY 40213

Toll free: 1-800-544-5774

www.yum.com

Z

Zale Corp.

Customer Service

901 W Walnut Hill Ln.

MS 6A-6

Irving, TX 75038-1003

Toll free: 1-800-311-5393

Fax: 972-580-5219

E-mail: 

CustomerService@zales.com

www.zalecorp.com

Zenith Electronics Corp.

See also: L.G. Electronics, Inc.

Toll free: 1-800-243-0000

www.zenithservice.com

Zoom Technologies, Inc.

207 South St.

Boston, MA 02111

617-423-1072

561-997-0686 (Tech Support)

www.zoom.com
107

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

Federal

Many federal agencies have enforcement and/or complaint-handling duties for products and services 

used by the general public. Others act for the benefit of the public, but do not resolve individual 

consumer problems. Agencies also have fact sheets, booklets and other information that may be 

helpful when making purchase decisions or dealing with consumer problems.

If you need help in deciding which federal agency to contact, check the index at the end of this book 

or call the Federal Citizen Information Center (FCIC) toll free, 1-800-FED-INFO (333-4636).

The federal agencies listed below respond to consumer complaints and inquiries.

Architectural and Transportation Barriers 

Compliance Board (ACCESS Board)

1331 F St., NW, Ste. 1000

Washington, DC 20004-1111

202-272-0080

Toll free: 1-800-872-2253

TTY: 1-800-993-2822

Fax: 202-272-0081

E-mail: info@access-board.gov

www.access-board.gov

Commission on Civil Rights

624 9th St., NW

Washington, DC 20743

202-376-8513 (Complaint Referral in DC)

202-376-8110 (Publications)

Toll free: 1-800-552-6843 (Complaint Referral 

Outside DC)

TTY: 202-376-8116 (Nationwide Complaint Referral)

Commodity Futures Trading Commission (CFTC)

Office of External Affairs

Lafayette Center

1155 21st St., NW

Washington, DC 20581

202-418-5000

202-418-5080

Fax: 202-418-5525

E-mail: oea@cftc.gov

www.cftc.gov

The mission of the CFTC is to protect 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.

★Consumer Product Safety Commission (CPSC)

4330 East West Hwy.

Bethesda, MD 20814

Toll free: 1-800-638-CPSC (2772) (CPSC Hotline)

TTY: 1-800-638-8270

Fax: 301-504-0051

E-mail: info@cpsc.gov

www.cpsc.gov

www.recalls.gov, government recalls 

CPSC is charged with protecting the public from 

unreasonable risks of serious injury or death from more 

than 15,000 types of consumer products, including: toys 

and nursery equipment, appliances, sports, yard and 

playground equipment, furniture, clothing, computers, 

and fireworks. CPSC announces more than 300 product 

recalls every year. Contact CPSC to get information on 

product recalls or report a dangerous product.
108

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

★Department of Agriculture (USDA)

Animal and Plant Health Inspection Service

Legislative and Public Affairs

4700 River Rd., Unit 51

Riverdale, MD 20737

301-734-7799

Fax: 301-734-5221

E-mail: APHIS.Web@aphis.usda.gov

www.aphis.usda.gov

Cooperative State Research, Education, 

and Extension Service (CSREES)

1400 Independence Ave., SW

Washington, DC 20250-2215

202-720-2908/202-720-7947

Fax: 202-690-2469/Fax: 202-690-3162

www.csrees.usda.gov

To find your local Cooperative Extension office, 

consult the county government lists in your local 

telephone directory.

Center for Nutrition Policy and Promotion

Food, Nutrition and Consumer Services

3101 Park Center Dr., Room 1034

Alexandria, VA 22302-1594

703-305-7600

Fax: 703-305-3400

www.cnpp.usda.gov

Food and Nutrition Service

Food, Nutrition and Consumer Services

3101 Park Center Dr., Room 926

Alexandria, VA 22302

703-305-2281

E-mail: webmaster@fns.usda.gov

www.fns.usda.gov

Meat and Poultry Hotline

Food Safety and Inspection Service

Washington, DC 20250-3700

Toll free: 1-888-MPHotline (674-6854) 10am-4pm, 

English/Spanish

TTY: 1-800-256-7072

E-mail: mphotline.fsis@usda.gov

www.fsis.usda.gov

Information Line USDA

1400 Independence Ave., SW, Room 422A

Washington, DC 20250

202-720-2791

www.usda.gov

Department of Commerce

Bureau of the Census

Customer Services

Washington, DC 20233

301-763-4636

Fax: 301-457-4714

www.census.gov

Weights and Measures Division

National Institute of Standards & Technology

100 Bureau Dr., Stop 2600

Gaithersburg, MD 20899-2600

301-975-4004

Fax: 301-926-0647

E-mail: owm@nist.gov

www.nist.gov/owm

The Weights and Measures Division promotes 

uniformity in U.S. weights and measures laws, 

regulations, and standards to achieve equity between 

buyers and sellers in the marketplace.

Seafood Inspection Program

National Oceanic and Atmospheric Adm. (NOAA)

1315 East-West Hwy., F/SI, Room 10837

Silver Spring, MD 20910

301-713-2355

Toll free: 1-800-422-2750

Fax: 301-713-1081

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

Toll free: 1-800-786-9199

TTY: 571-272-9950

Fax: 703-872-9306

www.uspto.gov

Patents: 

Commissioner for Patents

PO Box 1450

Alexandria, VA 22313-1450

E-mail: usptoinfo@uspto.gov
109

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

Federal

Trademarks: 

Commissioner for Trademarks

Attention MPU

PO Box 1451

Alexandria, VA 22313-1451

E-mail: TrademarkAssistanceCenter@uspto.gov

★Department of Defense

National Committee for Employer Support 

of the Guard and Reserve

1555 Wilson Blvd., Ste. 200

Arlington, VA 22209-2405

703-696-1386

Toll free: 1-800-336-4590 (Outside DC)

Fax: 703-696-1409

www.esgr.com

This office provides assistance with employer/employee 

problems for members of the Guard and Reserve. For 

information on other military programs, see p. 57. 

Department of Education

400 Maryland Ave., SW

Washington, DC 20202-2800

www.ed.gov

1-800-USA-LEARN

Toll free: 1-800-872-5327

TTY: 1-800-437-0833 (Toll free)

Fax: 202-401-0689

E-mail: USA_LEARN@ed.gov

www.ed.gov/about/contacts/tollfree/index.html

Use this phone number and website to obtain 

information on the Department of Education’s 

programs and major initiatives; publications, videos, 

and other materials; directory assistance; and 

referrals to specialists or other experts.

No Child Left Behind

Toll free: 1-888-814-NCLB (6252)

TTY: 1-800-437-0833 (Toll free)

Fax: 202-401-0689

E-mail: NoChildLeftBehind@ed.gov

www.ed.gov/nclb/landing.jhtml

National Library of Education

Toll free: 1-800-424-1616

TTY: 202-205-7561

E-mail: library@ed.gov

www.ed.gov/NLE

Use this phone number to obtain information about 

education statistics, research, and publications 

published by the Office of Educational Research 

and Improvement.

Educational Resources Information Center 

(ERIC)

Toll free: 1-800-538-3742

Use this phone number to find out about the 

Educational Resources Information Center (ERIC) 

and the world’s largest database of educational 

materials. Call to learn about new materials or receive 

referrals to other agencies.

EDInfo Electronic Newsletter

E-mail: peter_kickbush@ed.gov

www.ed.gov/news/newsletters/edinfo/index.

html?src=ln

Join the EDInfo mailing list by:

1. Addressing an email message to 

listproc@inet.ed.gov

2. Writing this (and nothing else) in the message: 

Subscribe EDInfo yourfirstname yourlastname (for 

example “subscribe EDInfo John Doe”). If 

you have a signature block please turn it off.

Office of Special Education and Rehabilitative 

Services (OSERS)

400 Maryland Ave., SW

Washington, DC 20202-2800

202-245-7488

Toll free: 1-866-889-6737

TTY: 202-205-4208

Fax: 202-245-7591

www.ed.gov/about/offices/list/osers/index.html

Publications Center (EDPUBS)

PO Box 1398

Jessup, MD 20794-1398

Toll free: 1-877-4ED-PUBS (1-877-438-7827)

TTY: 1-877-576-7734 (Toll free)

Fax: 301-470-1244

E-mail: edpubs@inet.ed.gov

www.edpubs.org

Ed Pubs is the Education Publications Center for 

the US Department of Education. You can contact 

ED Pubs to find out what’s available on topics 

of interest to you and to order free copies of 

publications, videotapes, CD-ROMS, posters, 

bookmarks, and other products. Many Department 

publications can be acquired instantly in electronic 

form via the Internet. Use the contact information 

above to order copies of publications.

Dept. of Commerce, continued
110

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Student Aid Information Center (FSAIC)

319-337-5665

Toll free: 1-800-4FED-AID (433-3243) 

For info about how to apply for Federal student aid.

TTY: 1-800-730-8913 (Toll free)

Fax: 202-708-7970

E-mail: OPE_SFA@ed.gov

www.ed.gov/finaid.html, Overview

www.studentaid.ed.gov, For students

www.ifap.ed.gov, For financial aid professionals

www.dl.ed.gov, For info about direct loans

www.studentaid.ed.gov, About this organization

If the student has already filed a Free Application 

for Federal Student Aid (FAFSA), he or she can 

check the status of the application by calling 

1-800-4FED-AID (1-800-433-3243).

For Direct Loan toll-free services, including information 

about repayment options call:

Direct Loan Origination Center

Applicant Services: 1-800-557-7392 (Toll free)

Consolidation: 1-800-557-7392 (Toll free) 

TDD: 1-800-555-7395 (Toll free)

School Relations: 1-800-877-7658 (Toll free)

Department of Energy

Energy Efficiency and Renewable Energy (EERE)

Office of the Assistant Secretary

Mail Stop EE-1

Department of Energy

Washington, DC 20585

202-586-9220

202-586-0303

Toll free: 1-877-337-3463

E-mail: eereic@ee.doe.gov

www.eere.energy.gov/consumer

Department of Health and Human 

Services (HHS)

Administration for Children and Families (ACF)

370 L’Enfant Promenade, SW

Washington, DC 20201

www.acf.dhhs.gov

ACF is responsible for Federal programs that promote 

the economic and social well-being of families, children, 

individuals, and communities. ACF provides national 

leadership and creates opportunities for families 

to lead economically and socially productive lives. 

ACF’s programs are designed to help children develop 

into healthy adults and communities become more 

prosperous and supportive of their members.

Child Welfare Information Gateway

Administration for Children and Families (ACF)

1250 Mayland Ave., SW, 8th Floor

Washington, DC 20024

703-385-7565

Toll free: 1-800-394-3366 (M-F, 9am-5:30pm ET)

Fax: 703-385-3206

E-mail: info@childwelfare.gov

www.childwelfare.gov

Administration on Aging

Washington, DC 20201

202-619-0724

Fax: 202-357-3555

E-mail: aoainfo@aoa.gov

www.aoa.gov

AoA is the Federal focal point and advocate agency 

for older persons and their concerns. In this role, 

AoA works to heighten awareness among other 

Federal agencies, organizations, groups, and the 

public about the valuable contributions that older 

Americans make to the nation. AoA also alerts 

others to the needs of vulnerable older people. 

Through information, referral and outreach efforts 

at the community level, AoA seeks to educate older 

people and their caregivers about the benefits and 

services available to help them.

Eldercare Locator

Administration on Aging

From Outside the United States: 301-419-3900 

(When the operator answers - ask for the Eldercare 

Locator line)

Toll free: 1-800-677-1116 (M-F, 9am-8pm ET)

Fax: 202-357-3555

E-mail: eldercarelocator@spherix.com

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 National Association 

of Area Agencies on Aging (n4a) administers the 

Eldercare Locator in partnership with the National 

Association of State Units on Aging (NASUA).

Centers for Medicare & Medicaid Services (CMS)

Office of External Affairs

7500 Security Blvd.

Baltimore, MD 21244-1850

Toll free: 1-800-MEDICARE (633-4227)

TTY: 1-866-226-1819 (Toll free)

www.medicare.gov

Dept. of Education, continued
111

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

Federal

Call 1-800-MEDICARE to get help with your questions 

about Medicare. You can order Medicare publications 

(English, Spanish, audio-tape, braille), get detailed 

information about the Medicare managed care plans 

in your area, order Medicare health plan quality and 

customer satisfaction information, and listen to 

recorded questions and answers on topics such as 

Medicare health plan choices and health plan quality 

information. CMS runs the Medicare, Medicaid, Clinical 

Laboratories (under the CLIA program), and Children’s 

Health Insurance programs, and works to make sure that 

the beneficiaries in these programs are able to get high 

quality healthcare.

Centers for Disease Control and Prevention

1600 Clifton Rd.

Atlanta, GA 30333

404-639-3534 (Public Inquiries)

Toll free: 1-800-311-3435

www.cdc.gov

www.cdc.gov/spanish 

CDC National STD Hotline

Toll free: 1-800-227-8922 

TTY: 1-800-243-7889 (M-F, 10am-10pm, Toll free)

www.cdc.gov/nchstp/dstd

HIV/AIDS Prevention

Toll free: 1-800-232-4636 

(24 hrs - English/Espanol)

TTY: 1-888-232-6348 (Toll free)

E-mail: cdcinfo@cdc.gov

www.cdc.gov/hiv

AIDS Info

PO Box 6303

Rockville, MD 20849-6363

Toll free: 1-800-HIV-0440 (448-0440)

English/Espanol 12pm-5pm

TTY: 1-888-480-3739 (Toll free)

Fax: 301-519-6616

E-mail: ContactUs@aidsinfo.nih.gov

www.aidsinfo.nih.gov

aidsinfo.nih.gov/LiveHelp/, Live help 

(M-F, 12pm-4pm Spanish-speaking agents available)

Food and Drug Administration

5600 Fishers Ln.

Rockville, MD 20857-0001

Toll free: 1-888-INFO-FDA (463-6332) 

www.fda.gov 

Center for Food Safety and Applied Nutrition 

Information Line

Food and Drug Administration

Outreach Information Center

5100 Paint Branch Pkwy. HFS-555

College Park, MD 20740-3835

Toll free: 1-888-SAFEFOOD (723-3366)

www.cfsan.fda.gov

National Institutes of Health (NIH)

9000 Rockville Pike

Bethesda, MD 20892

301-496-4000

TTY: 301-402-9612

E-mail: NIHinfo@od.nih.gov

www.nih.gov

The National Institutes of Health (NIH), is the 

primary Federal agency for conducting and 

supporting medical research.

National Runaway Switchboard

Administration for Children and Families

3080 N Lincoln Ave.

Chicago, IL 60657

Toll free: 1-800-RUNAWAY (786-2929)

E-mail: info@nrscrisisline.org

www.nrscrisisline.org

Office of Child Support Enforcement

Administration for Children and Families

370 L’Enfant Promenade, SW, 4th Floor East

Washington, DC 20447

202-401-9373

Fax: 202-205-5927

www.acf.dhhs.gov/programs/cse/

National Health Information Center

PO Box 1133

Washington, DC 20013-1133

301-565-4167

Toll free: 1-800-336-4797

Fax: 301-984-4256

E-mail: info@nhic.org

www.health.gov/NHIC

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. NHIC also maintains 

www.healthfinder.gov.

Dept. of HHS, continued
112

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

National Cancer Institute (NCI)

NCI Public Inquiries Office

6116 Executive Blvd., Room 3036A

Bethesda, MD 20892-8322

Toll free: 1-800-4-CANCER (422-6237) M-F, 9am-4pm

TTY: 1-800-332-8615 (Toll free)

E-mail: cancergovstaff@mail.nih.gov

www.cancer.gov

National Institute of Mental Health

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 (Toll free)

Fax: 301-443-4279

E-mail: 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. Trained information specialists are 

available Monday-Friday, 8:30 am to 5:00 pm ET. 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.

President’s Council on Physical Fitness 

and Sports

Department W

200 Independence Ave., SW, Room 738-H

Washington, DC 20201-0004

202-690-9000

Fax: 202-690-5211

www.fitness.gov

HHS-TIPS Fraud Hotline

Office of Inspector General

PO Box 23489

Washington, DC 20026

Toll free: 1-800-HHS-TIPS (447-8477)

Fax: 1-800-223-8164 (Toll free)

E-mail: HHSTips@oig.hhs.gov

www.oig.hhs.gov 

Department of Homeland Security

Washington, DC 20528

202-282-8000

www.dhs.gov, Homeland Security homepage

www.ready.gov, terrorism preparation website

U.S. Customs and Border Protection

1300 Pennsylvania Ave., NW

Washington, DC 20229

202-354-1000

Fax: 202-927-1380

www.cbp.gov

National Response Center

United States Coast Guard

2100 Second St., SW, Room 2611-B

Washington, DC 20593

Toll free: 1-800-424-8802

Fax: 202-372-2920

www.nrc.uscg.mil

NRC must be called immediately if there is 

environmental release of hazardous chemicals, 

biological, radiological or etiological agents or 

oil pollution; NRC provides the WMD hotline.

Bureau of Citizenship and Immigration 

Services (USCIS)

Toll free: 1-800-375-5283 (National Customer 

Service Center)

TTY: 1-800-767-1833 (Toll free)

uscis.gov

Transportation Security Administration

601 South 12th St.

Arlington, VA 22202-4220

571-227-2900

Toll free: 1-866-289-9673

E-mail: 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 lost, stolen or 

damaged items. If you are encountering problems 

obtaining a boarding pass, contact TSA.

Department of Housing and Urban Development

Home Improvement Branch

451 Seventh St., SW, Room 9272

Washington, DC 20410

202-708-2121

Fax: 202-708-4308

www.hud.gov/improvements

Home Mortgage Insurance Division

451 Seventh St., SW, Room 9266

Washington, DC 20410

202-708-2121

Fax: 202-708-4308

www.hud.gov

Dept. of HHS, continued
113

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

Federal

Inspector General’s Fraud Hotline

Office of Investigations

451 7th St., SW

Washington, DC 20410-4500

202-708-4200

Toll free: 1-800-347-3735 (Outside DC)

TTY: 1-800-304-9597 (Toll free)

Fax: 202-708-4829

E-mail: hotline@hudoig.gov

www.hud.gov/oig/oighot.html

Office of Manufactured Housing Program

Office of Deputy Assistant Secretary for Regulatory 

Affairs and Manufactured Housing

451 Seventh St., SW, Room 9164

Washington, DC 20410-8000

202-708-6423

Toll free: 1-800-927-2891

Fax: 202-708-4213

E-mail: mhs@hud.gov

www.hud.gov/offices/hsg/sfh/mhs/mhshome.cfm, 

Manufactured Housing

www.hud.gov/offices/hsg/sfh/mps/mpshome.cfm, 

Minimum Property Standards

The Manufactured Housing Program is a consumer 

protection program that regulates the construction 

of certain factory-built housing units called 

“manufactured homes,” formerly known as “mobile 

homes.” HUD works with 37 states to respond to 

consumer complaints. The Minimum Property 

Standards (MPS) establish certain minimum 

standards for buildings constructed under HUD 

housing programs. This includes new single family 

homes, multi-family housing and health care type 

facilities.

Office of Affordable Housing Programs

451 Seventh St., SW, Room 7164

Washington, DC 20410

202-708-2685

Toll free: 1-800-998-9999 (Community Connections)

Fax: 202-708-1744

www.hud.gov

Office of Fair Housing 

and Equal Opportunity

451 7th St., SW, Room 5204

Washington, DC 20410-2000

202-708-4252

Toll free: 1-800-669-9777 (Complaints Hotline)

TTY: 1-800-927-9275 (Toll free)

Fax: 202-708-4483

www.hud.gov/complaints/housediscrim.cfm

Office of RESPA and Interstate Land Sales

Office of the Deputy Assistant Secretary for 

Regulatory Affairs and Manufactured Housing

451 7th St., SW, Room 9158

Washington, DC 20410

202-708-0502

Toll free: 1-800-217-6970 (Home Buyer Assistance)

Fax: 202-708-4559

E-mail: hsg-respa@hud.gov

www.hud.gov/offices/hsg/sfh/res/respa_hm.cfm, 

RESPA.

www.hud.gov/offices/hsg/sfh/ils/ilshome.cfm, 

Interstate Land Sales.

The office handles complaints and provides 

information regarding real estate loan transactions 

and borrower rights under the Real Estate Settlement 

Procedures Act (RESPA). The Interstate Land Sales 

program protects consumers from fraud and abuse in 

the sale or lease of land. 

Department of the Interior

Bureau of Reclamation

1849 C St., NW

Mail Code 92-00000

Washington, DC 20240

202-513-0535 (Public Affairs)

www.usbr.gov

Minerals Management Service

1849 C St., NW

Washington, DC 20240

202-208-3985 (Public Affairs)

www.mms.gov

Bureau of Indian Affairs

1849 C St., NW, Room 4542

Washington, DC 20240

202-208-3710 (Public Affairs)

www.doi.gov/bureau-indian-affairs

Bureau of Land Management

1849 C St., NW, Room 406-LS

Washington, DC 20240

202-452-5125 (Public Affairs)

Fax: 202-452-5124

www.blm.gov

Dept. of HUD, continued
114

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

Fish and Wildlife Service

18th and C Streets, NW

M S 3351

Washington, DC 20240

202-208-5634 (Public Affairs)

Toll free: 1-800-344-WILD (9453)

www.fws.gov

Geological Survey

12201 Sunrise Valley Dr.

Reston, VA 20192

703-648-4460 (Public Affairs)

Toll free: 1-888-ASK-USGS (275-8747)

www.usgs.gov

National Park Service

1849 C St., NW

Washington, DC 20240

202-208-4747 (Public Affairs)

www.nps.gov

Department of Justice

Bureau of Alcohol, Tobacco and Firearms

Public Information

650 Massachusetts Ave., NW, Room 8290

Washington, DC 20226

202-927-7777

Fax: 202-927-7862

www.atf.treas.gov

Americans with Disabilities Act (ADA) 

Information Line

Civil Rights Division

950 Pennsylvania Ave., NW

Disability Rights Section-NYAV

Washington, DC 20530

Toll free: 1-800-514-0301

TTY: 1-800-514-0383 (Toll free)

www.ada.gov

Drug Enforcement Administration (DEA)

Washington, DC 20537

202-305-8500

www.dea.gov

Department of Labor

U.S. Department of Labor National 

Contact Center

Toll free: 1-866-USA-DOL (487-2365)

TTY: 1-877-889-5627 (Toll free)

www.dol.gov 

Office of Disability Employment Policy

U.S. Department of Labor

200 Constitution Ave., NW, Room S1303

Washington, DC 20210

202-693-7880

Toll free: 1-866-633-7365

TTY: 202-693-7881 or 1-877-889-5627 (Toll free)

Fax: 202-693-7888

www.dol.gov/odep

Employment Standards Administration

Department of Labor 

Room S2321

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-866-4US-WAGE (487-9243)

TTY: 1-877-889-5627 (Toll free)

www.dol.gov/esa

Employment and Training Administration

Office of Public Affairs

Department of Labor

Room S2307

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-877-US-2-JOBS (872-5627)

TTY: 1-877-889-5627 (Toll free)

www.doleta.gov

Occupational Safety and Health 

Administration (OSHA)

Office of Information and Consumer Affairs

Department of Labor 

Room N3647

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-800-321-OSHA (321-6742)

TTY: 1-877-889-5627 (Toll free)

www.osha.gov

Employee Benefits Security Administration

Office of Program Services

Department of Labor

Room S2524

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-866-444-3272

TTY: 1-877-899-5627 (Toll free)

www.dol.gov/pwba

The Employment Benefits Security Administration 

provides information and answers questions on 

private sector, employer-sponsored pension benefit 

and health benefit plans.

Dept. of the Interior, continued
115

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

Federal

Veteran’s Employment and Training Service

Department of Labor 

Room S1325

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-866-4-USA-DOL (487-2365)

TTY: 1-877-889-5627 (Toll free)

www.dol.gov/vets

Women’s Bureau

Department of Labor

Room S3002

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-800-827-5335

TTY: 1-877-889-5627 (Toll free)

Fax: 202-693-6725

www.dol.gov/wb

The Women’s Bureau addresses work issues such 

as sexual harassment, pregnancy discrimination, and 

family and medical leave, and dependent care (child 

and/or elder care) policies.

Department of State

Overseas Citizens Services

Washington, DC 20520

202-647-5225 (Emergencies and Non-emergencies, 

Mon.-Fri., 8:15 a.m.-10 p.m.)

202-647-4000 (After hours emergencies, Sundays, 

and holidays ask for the duty officer)

202-736-9130 (International Child Abduction & 

Adoption of foreign children)

Toll free: 1-888-407-4747

travel.state.gov

Contact the state department for help with emergencies 

and non-emergencies affecting private Americans 

abroad.

National Passport Information Center

Passport Services

Toll free: 1-877-4USA-PPT (487-2778)

TTY: 1-888-874-7793 (Toll free)

travel.state.gov

Contact the National Passport Information Center for 

information on U.S. passports, including the status 

of pending applications, as well as the locations of 

the over 4,500 passport acceptance facilities.

Visa Services

Washington, DC 20520

202-663-1225 (8:30 a.m. - 5:00 p.m., EST M-F)

202-647-1512 (Emergency after hours)

Fax: 202-663-3897

E-mail: usvisa@state.govtravel.state.gov/visa

Contact Visa Services for information on U.S. 

visas for foreigners.

Department of Transportation (DOT)

Federal Motor Carrier Safety Administration

400 7th St., SW

Washington, DC 20590

202-366-2519

Toll free: 1-800-832-5660

TTY: 1-800-877-8339 (Toll free)

www.fmcsa.dot.gov, hompage

The Federal Motor Carrier Safety Administration 

provides information about your rights when moving.

Consumers are encouraged to submit household goods 

(HHG) commercial complaints to the administration by 

calling toll-free, 1-888-DOT-SAFE (368-7238). This same 

toll-free number may be used to report dangerous safety 

violations involving a commercial truck or bus.

Federal Aviation Administration

800 Independence Ave., SW

Washington, DC 20591

202-366-4000

Toll free: 1-866-835-5322

www.faa.gov

AIR Consumer Protection Division

400 Seventh St., SW #4107

Washington, DC 20590

202-366-2220

TTY: 202-366-0511

E-mail: airconsumer@dot.gov

www.airconsumer.ost.dot.gov

Contact AIR Consumer Protection Division with 

airline service complaints.

Office of Safety (RRS)

Federal Railroad Administration office address:

1120 Vermont Ave., NW

Washington, DC 20005

202-493-6300

Fax: 202-493-6309

Railway Safety mailing address:

Federal Railroad Administration

400 Seventh St., SW

Mail Stop 25

Washington, DC 20590

Dept. of Labor, continued
116

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

National Highway Traffic Safety Administration 

(NHTSA)

400 7th St., SW, Room 5232

Washington, DC 20590

Toll free: 1-888-DASH 2 DOT (327-4236), Vehicle 

Safety Hotline

www.nhtsa.dot.gov

NHTSA wants to hear from consumers regarding 

potential defects in their cars. NHTSA’s hotline has 

information on safety recalls; crash test ratings; child 

safety seats; bicycles; air bags; and impaired driving 

prevention.

www.fmcsa.dot.gov/factsfigs/moving.htm Department of the Treasury

Alcohol and Tobacco Tax and Trade Bureau

Public Information Officer

1310 G St., NW, 3rd Floor

Washington, DC 20220

202-927-8062

E-mail: ttbquestions@ttb.treas.gov

www.ttb.gov

Bureau of Engraving and Printing

Office of External Relations

14th and C Streets, SW

Room 533 M

Washington, DC 20228

202-874-3019

Fax: 202-874-3177

www.moneyfactory.com

Bureau of the Public Debt

Customer Call Center

Treasury Direct

PO Box 9150

Minneapolis, MN 55480

Toll free: 1-800-722-2678

Toll free: 1-800-4US-BOND (487-2663) 

(Recording of savings bond interest rates)

www.publicdebt.treas.gov

Comptroller of the Currency

Customer Assistance Group

1301 McKinney St., Ste. 3450

Houston, TX 77010

Toll free: 1-800-613-6743

www.occ.treas.gov

Financial Management Service

Office of Legislative and Public Affairs

Liberty Center 401, 14th St., SW, Room 555

Washington, DC 20227

202-874-6740

Fax: 202-874-7016

www.fms.treas.gov

Internal Revenue Service (IRS)

Toll free: 1-800-829-1040 (General Information)

Toll free: 1-800-829-4477 (Automated Refund Info)

Toll free: 1-800-829-3676 (Tax Forms)

Toll free: 1-877-777-4778 (Tax Payer Advocate Service)

Toll free: 1-800-829-0433 (To Report Tax Fraud 

or Abuse) 

TTY: 1-800-829-4059 (Toll free)

www.irs.gov

IRS e-file and IRS e-payment are now available 

through the IRS website.

To find out whether the IRS received your return and 

whether it was processed, visit the IRS website or call 

1-800-829-4477 or 1-800-829-1040. Whichever method 

you choose, you’ll need your social security number, 

filing status, and the refund amount.

Employer Identification Numbers (EIN) can be 

obtained by fax, mail, or phone. To get an EIN by fax 

or mail, download Form SS-4, Application for Employer 

ID Number, from www.irs.gov or order a copy from 

1-800-829-3676. Complete the form and fax or mail it to 

the number or address shown on the form for your state. 

To get an EIN by phone, call toll-free 1-866-816-2065 

Monday through Friday between 7:30 a.m. and 5:30 p.m. 

local time.

Don’t fall victim to a frivolous tax argument or abusive 

scheme. Be on guard for tax scams and recognize that if 

something sounds too good to be true, it probably is.

Office of Thrift Supervision

Compliance Policy

1700 G St., NW

Washington, DC 20552

202-906-6000

Toll free: 1-800-842-6929

www.ots.treas.gov

The Office of Thrift Supervision handles complaints 

about Federal savings and loans and Federal savings 

banks.

United States Mint

Customer Service Center

801 9th St., NW

Washington, DC 20220

Toll free: 1-800-872-6468

www.usmint.gov

Dept. of Transportation, continued
117

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

Federal

★Department of Veterans Affairs (VA)

Toll free: 1-800-827-1000

TTY: 1-800-829-4833 (Toll free)

Fax: 202-273-5716

www.va.gov

For information about VA medical care or benefits, 

write, call or visit your nearest VA facility.

Consumer Affairs Service

810 Vermont Ave., NW

Washington, DC 20420

Toll free: 1-800-827-1000

TTY: 1-800-829-4833 (Toll free)

Fax: 202-273-5716

www.va.gov

Contact the Consumer Affairs Service for consumer 

information or general assistance.

National Cemetery Administration

810 Vermont Ave., NW

Washington, DC 20420

202-273-5221

Fax: 202-273-6698

www.va.gov

Contact the National Cemetery Administration 

for information about burials, headstones or markers, 

the State cemetery grants program, and presidential 

memorial certificates.

Veterans Benefits Administration

810 Vermont Ave., NW

Washington, DC 20420

202-273-7588 (Publications Only)

Toll free: 1-800-827-1000

www.va.gov

Veterans Health Administration

810 Vermont Ave., NW

Washington, DC 20420

Toll free: 1-877-222-8387

Fax: 202-273-9609

Environmental Protection Agency (EPA)

Energy Star®Program

1200 Pennsylvania Ave., NW, Room 6202J

Washington, DC 20460

Toll free: 1-888-STAR-YES (782-7937)

E-mail: info@energystar.gov

www.energystar.gov

The ENERGY STAR® label is awarded to products for the 

home and office that are highly energy efficient.

Buying appliances, consumer electronics, lighting, 

heating and cooling equipment and other products that 

carry this label helps protect the environment and saves 

money as well.

Indoor Air Quality (IAQ) Information 

Clearinghouse (IAQ INFO)

PO Box 37133

Washington, DC 20013-7133

703-356-4020

Toll free: 1-800-438-4318

Fax: 703-356-5386

E-mail: IAQINFO@aol.com

www.epa.gov/iaq/iaqxline.html

The IAQ is an easily accessible, central source of 

information on indoor air quality, created and supported 

by the U.S. Environmental Protection Agency.

Inspector General’s Fraud, Waste and 

Abuse Hotline

1200 Pennsylvania Ave., NW

Mail Code 2491T

Washington, DC 20460

202-566-2476

Toll free: 1-888-546-8740

Fax: 202-566-2549

E-mail: oig_hotline@epa.gov

www.epa.gov/oig/ombudsman-hotline.htm

EPA Headquarters Information 

Resources Center

1200 Pennsylvania Ave., NW (3404T)

Mail Code 3404T

Washington, DC 20460

202-566-0556

Fax: 202-556-0562

E-mail: library-hq@epa.gov

www.epa.gov/natlibra/hqirc/about.htm

This is the EPA headquarters library, which provides 

assistance in locating EPA and environmental 

information, including general interest, non-technical 

publications on a variety of environmental topics.

National Pesticide Information Center

Oregon State University

333 Weniger Hall

Corvalis, OR 97331-6502

Toll free: 1-800-858-7378 

Fax: 541-737-0761

E-mail: npic@ace.orst.edu

npic.orst.edu

A service that provides objective, science-based 

information about a wide variety of pesticide-related

subjects, including: pesticide products, recognition 

and management of pesticide poisonings, toxicology, 

environmental chemistry.
118

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

Resource Conservation and Recovery Act

RCRA, Superfund and EPCRA Hotline

Washington, DC 20460

703-412-9810 (DC metro area)

Toll free: 1-800-424-9346 (Outside DC)

TTY: 1-800-553-7672; 703-412-3323 (Local)

Fax: 703-412-3333

E-mail: epahotline@bah.com

www.epa.gov/epaoswer/hotline

Safe Drinking Water Hotline

703-412-3330

Toll free: 1-800-426-4791

E-mail: hotline-sdwa@epamail.epa.gov

www.epa.gov/safewater

Toxic Substances Control Act Assistance 

Information Service Hotline (TSCA)

202-554-1404

Fax: 202-554-5603

E-mail: tsca-hotline@email.epa.gov

Equal Employment Opportunity

Commission

Office of Communications and Legislative Affairs

1801 L St., NW

Washington, DC 20507

202-663-4900

Toll free: 1-800-669-4000 (Outside DC – file-acharge information)

TTY: 202-663-4494

www.eeoc.gov

Federal Communications Commission (FCC)

Consumer & Governmental Affairs Bureau (CGB)

445 12th St., SW

Washington, DC 20554

Toll free: 1-888-CALL-FCC (225-5322)

TTY: 1-888-TELL-FCC (835-5322)

Fax: 1-866-418-0232 (Toll free)

E-mail: fccinfo@fcc.gov

www.fcc.gov

FCC accepts public inquiries, informal complaints, and 

questions regarding cable, radio, satellite, telephone, 

television and wireless services.

★Federal Deposit Insurance Corp. (FDIC)

Division of Supervision and Consumer Protection

Consumer Response Center

2345 Grand Blvd., Ste. 100

Kansas City, MO 64108

703-562-2222 (Virginia Residents)

Toll free: 1-877-ASK-FDIC (275-3342)

TTY: 1-800-925-4618 (Toll free)

Fax: 816-234-9060

www.fdic.gov

FDIC handles questions about federal deposit insurance 

coverage and complaints about FDIC-insured state 

banks which are not members of the Federal Reserve 

System.

Federal Emergency Management Agency (FEMA)

Office of Inspector General

Toll free: 1-800-323-8603 (Government Waste Hotline)

E-mail: DHSOIGHOTLINE@dhs.gov

www.fema.gov

Office of Public Affairs

500 C St., SW

Washington, DC 20472

202-646-4600

Fax: 202-646-4086

E-mail: opa@fema.gov (general inquiries)

www.fema.gov

United States Fire Administration

National Emergency Training Center (NETC)

16825 South Seton Ave.

Emmitsburg, MD 21727

301-447-1117 (Office of the Superintendent, 

National Fire Academy)

301-447-1286 (Office of the Superintendent, 

Emergency Management Institute)

Toll free: 1-800-238-3358

www.usfa.fema.gov

National Flood Insurance Program

Mitigation Division

500 C St., SW

Washington, DC 20472

202-646-2780

Toll free: 1-888-CALL-FLOOD (225-5356)

TTY: 1-800-427-5593 (Toll free)

Fax: 202-646-2531

www.fema.gov

EPA, continued
119

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

Federal

Response and Recovery Directorate

500 C St., SW, Room 705

Washington, DC 20472

202-566-1600

Toll free: 1-800-462-9029 (Only after your area has

been declared a disaster area)

www.fema.gov/about/respond.shtm

Disaster victims living in presidentially-declared 

major disaster areas can find out if they are eligible 

to apply for disaster assistance by calling the toll 

free number.

Federal Reserve System

Division of Consumer and Community Affairs

Board of Governors of the Federal Reserve System

20th & C Streets, NW

Washington, DC 20551

202-452-3693 (Complaints Only)

202-452-3204 (Public Affairs)

TTY: 202-452-3544

www.federalreserve.gov

The Board of Governors handles consumer complaints 

about state-chartered banks and trust companies that 

are members of the Federal Reserve System.

★Federal Trade Commission (FTC)

Bureau of Consumer Protection

Division of Consumer and Business Education

600 Pennsylvania Ave., NW, NJ-2267

Washington, DC 20580

Toll free: 1-877-FTC-HELP (1-877-382-4357)

TTY: 1-866-653-4261 (Toll free)

www.ftc.gov

The FTC works for the consumer to prevent 

fraudulent, deceptive, and unfair business practices 

in the marketplace and to provide information to 

help consumers spot, stop, and avoid them. To file 

a complaint or to get free information on consumer 

issues, visit the website or call the toll-free numbers 

above. The FTC records Internet, telemarketing, identity 

theft, and other fraud-related complaints in Consumer 

Sentinel, a secure, online database available to 

hundreds of civil and criminal law enforcement agencies 

in the U.S. and abroad.

★General Services Administration

Federal Citizen Information Center (FCIC)

1800 F St., NW, Room G-142

Washington, DC 20405

For Catalog Orders: Send your name and address to 

Catalog, Pueblo, CO 81009

202-501-1794

Toll free: 1-800-FED-INFO (333-4636)

Toll free: 1-888-8-PUEBLO (878-3256) Catalog Orders

Fax: 202-501-4281

www.USA.gov, the U.S. government’s official web portal

www.pueblo.gsa.gov, FCIC homepage

www.ConsumerAction.gov, consumer information 

www.info.gov, citizen services

www.kids.gov, www.USA.gov for kids

www.GobiernoUSA.gov, www.USA.gov in Spanish

www.consumidor.gov, consumer information in Spanish 

FCIC publishes the free, quarterly Consumer 

Information Catalog, which lists more than 200 free and 

low-cost 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-FED-INFO (1-800-333-4636), or by visiting 

www.USA.gov, the U.S. government’s official 

web portal.

Surplus Federal Property Sales

1800 F St., NW

Washington, DC 20405

Toll free: 1-800-488-3111

www.gsa.gov, GSA homepage

gsaauctions.gov, GSA online auctions

GSA helps Federal agencies dispose of unneeded 

property by selling directly to the public. They sell 

personal property, real estate, and vehicles to the 

public. For more information visit www.gsa.gov and 

click “For Citizens.”

The GSA Auctions® e-tool offers the general public 

the opportunity to bid electronically on many federal 

assets. The auctions are completely web-enabled, 

allowing all registered participants to bid on a single 

item or multiple items (lots) within specified timeframes. To access GSA Auctions, visit the second 

website listed above.

Dept. of FEMA, continued
120

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

National Archives and Records Administration

8601 Adelphi Rd.

College Park, MD 20740-6001

Toll free: 1-866-272-6272

E-mail: inquire@nara.gov

www.nara.gov

NARA is an independent Federal agency that helps 

preserve our nation’s history by overseeing the 

management of all Federal records. 

National Council on Disability (NCD)

Director of Communications

1331 F St., NW, Ste. 850

Washington, DC 20004

202-272-2004

TTY: 202-272-2074

Fax: 202-272-2022

E-mail: info@ncd.gov

www.ncd.gov

The National Council on Disability is an independent 

federal agency making recommendations to the 

President and Congress on policies affecting 54 million 

Americans with disabilities. NCD works to empower 

individuals with disabilities and to promote equal 

opportunity.

National Credit Union Administration

1775 Duke St.

Alexandria, VA 22314-3428

703-518-6300

Toll free: 1-800-827-9650 (Fraud Hotline)

Toll free: 1-800-778-4806 (Inspector General Hotline)

E-mail: pacamail@ncua.gov

www.ncua.gov

The National Credit Union Share Insurance Fund provides 

Federal insurance for nearly 10,300 credit unions.

National Labor Relations Board

Division of Information

1099 14th St., NW, Room 94000

Washington, DC 20570

202-273-1991

Toll free: 1-866-667-NLRB (6572)

TTY: 1-866-315-NLRB (6572)

Fax: 202-273-1789

www.nlrb.gov

The NLRB conducts elections to determine whether 

or not employees want union representation and 

investigates and remedies unfair labor practices by 

employers and unions.

Pension Benefit Guaranty Corporation

Consumer Contact Center

PO Box 151750

Alexandria, VA 22315-1750

202-326-4000

Toll free: 1-800-400-PBGC (7242)

TTY: Call the Federal relay service at 1-800-877-8339

Fax: 202-326-4047 

Fax: 202-326-4147

www.pbgc.gov

Questions and comments about the website should go 

to webmaster@pbgc.gov. Personal Pension Inquiries 

should go to mypension@pbgc.gov.

★Securities and Exchange Commission (SEC)

Office of Investor Education and Assistance

100 F St., NE

Washington, DC 20549-0213

202-551-6551

Toll free: 1-800-SEC-0330 (1-800-732-0330)

Fax: 202-772-9295

www.sec.gov/complaint.shtml

www.sec.gov/investor.shtml (Investor Information)
121

Federal Agencies

Provided financial support for the publication 

of the Consumer Action Handbook.

Federal

Small Business Administration (SBA)

409 3rd St., SW, Ste. 7600

Washington, DC 20416

202-205-6740

Toll free: 1-800-U-ASK-SBA (827-5722), Info

TTY: 704-344-6640

Fax: 202-481-6190

E-mail: answerdesk@sba.com

www.sba.gov

SBA offices are located in all 50 states, the District 

of Columbia, Puerto Rico, the U.S. Virgin Islands and 

Guam. For the office nearest you, look under “U.S. 

Government” in your telephone directory.

Social Security Administration

Office of Public Inquiries

2555 Windsor Park Bldg.

6401 Security Blvd.

Baltimore, MD 21235

Toll free: 1-800-772-1213

www.socialsecurity.gov

The Social Security Administration provides retirement, 

survivors and disability benefits, as well as administers 

Supplemental Security Income (SSI) payments. 

To report Social Security or SSI fraud, call toll free: 

1-800-269-0271

U.S. Postal Service

Vice President and Consumer Advocate

475 L’Enfant Plaza, SW, Room 10427

Washington, DC 20260-2200

202-268-2282

Toll free: 1-800-ASK-USPS (275-8777)

TTY: 1-877-889-2457 (Toll free)

www.usps.gov

The US Postal Service Consumer Advocate listens to 

the voice of the customer and amplifies the message 

to postal management. Through proactive external 

messaging, the Consumer Advocate also channels 

information from the Postal Service to customers on 

postal policy and procedures and on ways to get the 

most from their Post Office.

United States Postal Inspection Service

Criminal Investigations 

Service Center

ATTN: Mail Fraud

222 S Riverside Plaza, Ste. 1250

Chicago, IL 60606-6100

www.usps.gov/postalinspectors

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.
122

National Consumer Organizations

Provided financial support for the publication 

of the Consumer Action Handbook.

AARP

Consumer Protection

601 E St., NW

Washington, DC 20049

202-434-2222

Toll free: 1-888-687-2277

TTY: 1-877-434-7598 (Toll free)

Fax: 202-434-6470

www.aarp.org

The Consumer Protection unit is 

charged by AARP to examine those 

consumer problems and issues 

that impact the financial security 

of people 50 years of age and older, 

and to help its members protect 

themselves from marketplace 

fraud and deception. To this end, 

Consumer Protection stays abreast 

of current and breaking consumer 

developments, and employs a 

variety of strategies to inform 

AARP members.

Alliance Against Fraud

in Telemarketing and

Electronic Commerce

(AAFTEC)

National Consumers League

1701 K St., NW, Ste. 1200

Washington, DC 20006

202-835-3323

Fax: 202-835-0747

E-mail: info@nclnet.org

www.fraud.org/aaft/aaftinfo.htm

The Alliance, coordinated by the 

National Consumers League, is a 

coalition of public interest groups, 

trade associations, labor unions, 

businesses, law enforcement 

agencies, educators, and consumer 

protection agencies. AAFTEC 

★

These organizations define their missions as consumer assistance, protection and/or advocacy. 

The descriptions below are based on information they provided.

The type of service provided by each organization varies. Those that assist individuals with problems 

are specified. The others do not assist consumers with individual complaints, but they may be interested 

in hearing from consumers about problems, issues and trends in connection with their advocacy and 

consumer education activities. 

Most, though not all, distribute consumer education and information materials. Where informational 

or educational materials are offered, there may be a charge; contact the organization to find out.

members promote efforts 

to educate the public about 

telemarketing and Internet fraud 

and how to shop safely by phone 

and online.

American Council on

Consumer Interests (ACCI)

415 South Duff Ave., Ste. C

Ames, IA 50010-6600

515-956-4666

Fax: 515-233-3101

E-mail: 

info@consumerinterests.org

www.consumerinterests.org

ACCI is the leading consumer 

policy research and education 

organization consisting of 

a world-wide community of 

researchers, educators and related 

professionals.

American Council on

Science and Health (ACSH)

1995 Broadway, 2nd Floor

New York, NY 10023-5860

212-362-7044

Fax: 212-362-4919

E-mail: acsh@acsh.org

www.acsh.org

A nonprofit public education 

group, 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, Ste. 330

Washington, DC 20009

202-328-7700

www.autosafety.org

CAS advocates on behalf of 

consumers in auto safety and 

quality, fuel efficiency, emissions, 

and related issues. For advice 

on specific problems, CAS 

requests that consumers write a 

brief statement of the problem or 

question, including the year, make 

and model of the vehicle. Mail it with 

a stamped self-addressed envelope 

to the address above.

Center for Science in the

Public Interest (CSPI)

1875 Connecticut Ave., NW, Ste. 300

Washington, DC 20009

202-332-9110

Fax: 202-265-4954

E-mail: cspi@cspinet.org

www.cspinet.org

A nonprofit, membership 

organization, CSPI conducts 

research, education, and advocacy 

on nutrition, health, food safety and 

related issues, and publishes the 

monthly Nutrition Action Healthletter,

as well as other consumer 

information materials.

Center for the Study of

Services/Consumers’

Checkbook Magazine

1625 K St., NW, 8th Floor

Washington, DC 20006

202-347-7283

Toll free: 1-800-213-7283

E-mail: support@checkbook.org

www.checkbook.org
123 Provided financial support for the publication 

of the Consumer Action Handbook.

National Consumer Organizations

The Center for the Study of Services 

is an independent, nonprofit 

consumer organization founded 

with help from the U.S. Office of 

Consumer Affairs. Our purpose 

is to provide consumers with 

information to help them get high 

quality services and products at 

the best possible prices. We do not 

accept business donations and our 

publications carry no advertising. 

Consumers’ CHECKBOOK evaluates 

the quality and prices of service 

firms and stores. The Center 

also provides various kinds of help 

to consumers who want to buy or 

lease a new car. Our CarBargains

and LeaseWise services help 

consumers get great deals from 

new car dealers. Cardeals is a biweekly newsletter detailing auto 

rebates and incentives offered by 

car manufacturers. The Center 

publishes national guides, including 

the Guide to Health Plans for Federal 

Employees, Guide to Top Doctors, and 

Consumers’ Guide to Hospitals. These 

guides are available in book form 

and online.

Certified Financial Planner 

Board of Standards

Communication and 

Consumer Services

1670 Broadway, Ste. 600

Denver, CO 80202-4809

303-830-7500

Toll free: 1-888-237-6275

Fax: 303-860-7388

E-mail: mail@cfp-board.org

www.CFP-Board.org

Certified Financial Planner 

Board of Standards is a nonprofit 

regulatory organization that fosters 

professional standards in personal 

financial planning. The CFP Board 

works to ensure that the public 

values, has access to, and benefits 

from competent financial planning. 

The CFP Board certifies financial 

planners who meet its requirements 

by granting them use of the marks 

CFP,® CERTIFIED FINANCIAL 

PLANNERTM and CFP (with flame 

logo).

Coalition Against

Insurance Fraud

1012 14th St., NW, Ste. 200

Washington, DC 20005

202-393-7330

Toll free: 1-800-835-6422

Fax: 202-318-9189

E-mail: info@insurancefraud.org

www.InsuranceFraud.org

The Coalition Against Insurance 

Fraud is a national alliance of 

consumer groups, government 

agencies, and insurance companies 

dedicated to combating all forms of 

insurance fraud through advocacy 

and public information. It conducts 

research, develops public education 

programs and provides information 

on how to avoid becoming a victim 

of insurance fraud.

Congress Watch

215 Pennsylvania Ave., SE

Washington, DC 20003

202-546-4996

Fax: 202-547-7392

E-mail: 

congresswatch@citizen.org

www.citizen.org/congress

An arm of Public Citizen, Congress 

Watch works for consumer-related 

legislation, regulation, and policies 

in such areas as health and safety, 

and campaign financing, and has 

publications available on the issues 

with which it deals.

Consumer Action

221 Main St., Ste. 480

San Francisco, CA 94105

415-777-9635 (Consumer 

Complaints)

213-623-8327 (Hotline)

TTY: 415-777-9456

Fax: 415-777-5267

E-mail: info@consumer-action.org

www.consumer-action.org

An education and advocacy 

organization specializing in credit, 

finance, and telecommunications 

issues, Consumer Action offers a 

multi-lingual consumer complaint 

hotline, free information on its 

surveys of banks and long-distance 

telephone companies,

 and consumer education materials 

in as many as eight languages. 

Community-based organizations 

can receive these free publications 

in bulk.

Consumer Federation

of America (CFA)

1620 I St., Ste. 200

Washington, DC 20006

202-387-6121

Fax: 202-265-7989

E-mail: cfa@consumerfed.org

www.consumerfed.org

CFA is a consumer advocacy 

and education organization. It 

currently represents consumer 

interests on issues such as 

telephone service, insurance and 

financial services, product safety, 

indoor air pollution, healthcare, 

product liability, and utility rates. It 

develops and distributes studies of 

various consumer issues, as well 

as consumer guides in book and 

pamphlet form. In addition, CFA 

publishes several newsletters.

Consumer Reports

See also: Consumers Union

www.consumerreports.org

Consumers for World

Trade (CWT)

1001 Connecticut Ave., NW

Ste. 1110

Washington, DC 20036

202-293-2944

Fax: 202-293-0495

E-mail: cwt@cwt.org

www.cwt.org

A nonprofit organization, CWT 

supports trade expansion and 

liberalization to promote economic 

growth and increase consumer 

choice and price competition in the 

marketplace. Various publications 

are available.
124

National Consumer Organizations

Provided financial support for the publication 

of the Consumer Action Handbook.

Consumers Union (CU)

101 Truman Ave.

Yonkers, NY 10703-1057

914-378-2000

Fax: 914-378-2900

www.consumersunion.org

CU, publisher of Consumer Reports,

®

is an independent, nonprofit testing 

and information organization 

serving only consumers. CU 

is a comprehensive source for 

unbiased advice about products and 

services, personal finance, health 

and nutrition, and other consumer 

concerns. CU tests products, 

informs the public, and protects 

consumers. CU emphasizes a 

national, multi-state, grass roots 

approach on behalf of consumers. 

CU does not receive donations or 

free samples from companies.

Families USA

1201 New York Ave., NW, Ste. 1100

Washington, DC 20005

202-628-3030

Fax: 202-347-2417

E-mail: info@familiesusa.org

www.familiesusa.org

A national, nonprofit membership 

organization committed to 

comprehensive reform of health and 

long-term care, Families USA works 

to educate and mobilize consumers 

on healthcare issues. Families USA 

develops and distributes reports 

and other materials on health and 

long-term care issues.

The Federation of

American Consumers 

and Travelers (FACT)

318 Hillsboro Ave.

PO Box 104

Edwardsville, IL 62025

Toll free: 1-800-USA-FACT 

(1-800-872-3228)

Toll free: 1-877-444-FACT (3228)

Fax: 202-250-5811

E-mail: cservice@usafact.org

www.usafact.org

FACT is a national not-for-profit 

consumer group that provides 

help to individuals and small 

associations. FACT provides nonbiased and non-partisan weekly 

Eye-on-Washington Reports direct 

from the nation’s capitol, 

no-strings-attached Disaster Aid, 

continuing education scholarships, 

community and classroom grants, 

assistance for small business 

owners, travel discounts, and a 

Consumer Hotline/Library.

Funeral Consumers Alliance

33 Patchen Rd.

South Burlington, VT 05403

802-865-8300

Toll free: 1-800-765-0107

Fax: 802-865-2626

E-mail: info@funerals.org

www.funerals.org

Funeral Consumers Alliance is a 

nonprofit educational organization 

protecting 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. 

There are more than 100 local 

affiliates around the country, many 

of which work for better legislation, 

conduct funeral price surveys, and 

counsel members and the general 

public.

HALT: An Organization

of Americans for Legal Reform

1612 K St., NW, Ste. 510

Washington, DC 20006

202-887-8255

Toll free: 1-888-367-4258

Fax: 202-887-9699

E-mail: halt@halt.org

www.halt.org

HALT’s mission is to enable 

Americans to handle their legal 

affairs affordably, equitably, and 

simply. HALT publishes a series of 

self-help legal manuals, operates 

a legal information clearinghouse, 

and advocates for legal reforms 

which will benefit consumers.

Health Research Group (HRG)

1600 20th St., NW

Washington, DC 20009

202-588-1000

E-mail: pcmail@citizen.org

www.citizen.org/hrg

A division of Public Citizen, HRG 

works for protection against unsafe 

foods, drugs, medical devices, 

and workplaces, and advocates 

for greater consumer control over 

personal health decisions. A 

monthly Health Letter and a monthly 

letter on prescription drugs are 

available.

Hearing Loss Association

of America

7910 Woodmont Ave., Ste. 1200 

Bethesda, MD 20814

301-657-2248

TTY: 301-657-2249

Fax: 301-913-9413

E-mail: info@hearingloss.org

www.hearingloss.org

The Hearing Loss Association of 

America is a nonprofit serving the 

interests of consumers with hearing 

loss through self help, advocacy 

and education. It offers publications 

on: hearing aids, cochlear implants, 

assistive listening devices, 

Americans with Disabilities Act, 

employment, travel, lip-reading, 

education, parenting, medical 

research, psychological stress and 

telephone and television strategies. 

Hearing Loss Association of 

America holds annual conventions, 

fundraising walks, and publishes 

Hearing Loss Magazine.

Jump$tart Coalition

for Personal Financial

Literacy

919 18th St., NW, Ste. 300

Washington, DC 20006

202-466-8604

Toll free: 1-888-45-EDUCATE 

(453-3822)

Fax: 202-223-0321

E-mail: info@jumpstartcoalition.org

www.jumpstart.org

The Coalition’s direct objective is to 

encourage curriculum enrichment 

to ensure that basic personal 

financial management skills are 

attained during the K-16 educational 

experience.
125 Provided financial support for the publication 

of the Consumer Action Handbook.

National Consumer Organizations

National Association

of Consumer Agency

Administrators (NACAA)

2 Brentwood Commons, Ste. 150

750 Old Hickory Blvd.

Brentwood, TN 37027

615-371-6125

Toll free: 1-866-SAY-NACAA 

(729-6222)

Fax: 615-369-6225

E-mail: nacaa@nacaa.net

www.nacaa.net

An association of the administrators 

of local, state, and Federal 

Government consumer protection 

agencies, NACAA provides training 

programs, public policy studies 

and conferences, professional 

publications, and other member 

services.

National Coalition for

Consumer Education

c/o National Consumers League 

1701 K St., NW, Ste. 1200

Washington, DC 20006

202-835-3323

Fax: 202-835-0747

www.nclnet.org

NCCE is a coalition coordinated 

by the National Consumers 

League. It develops and provides 

educational materials and resources 

to consumer educators through a 

network of state coordinators. The 

coalition sponsors LifeSmarts, a 

game-show competition open to 

all teens who are in the 9th through 

12th grade.

National Community

Reinvestment Coalition

(NCRC)

733 15th St., NW, Ste. 540

Washington, DC 20005-2112

202-628-8866

Fax: 202-628-9800

E-mail: member@ncrc.org

www.ncrc.org

NCRC was founded in 1990 with 

the goal of ending discriminatory 

banking practices and increasing 

the flow of private capital and credit 

into underserved communities 

across the country. 

★ National Consumer Law

Center (NCLC)

77 Summer St., 10th Floor

Boston, MA 02111-1006

617-542-8010

Fax: 617-542 8028

E-mail: consumerlaw@nclc.org

www.consumerlaw.org

NCLC is an advocacy and research 

organization focusing on the 

needs of low-income and elderly 

consumers. Limited resources 

prevent the organization from 

responding to individual inquiries. 

The Center publishes Surviving 

Debt: A Guide for Consumers. NCLC 

Reports, a newsletter on consumer 

law developments, is published 

24 times a year.

The National Consumer

Protection Technical

Resource Center

1155 21st St., NW, Ste. 202

Washington, DC 20036

Toll free: 1-877-808-2468

Fax: 202-331-9334

E-mail: 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 utilize the skills and 

expertise of retired professionals to 

educate and empower communities 

to take an active role in the detection 

and prevention of healthcare fraud 

and abuse, with a focus on the 

Medicare and Medicaid programs. 

National Consumers

League

1701 K St., NW, Ste. 1200

Washington, DC 20006

202-835-3323

Fax: 202-835-0747

www.nclnet.org

Founded in 1899, the mission of the 

NCL is to protect and promote social 

and economic justice for consumers 

and workers. The league is a 

nonprofit membership organization 

working for health, safety, and 

fairness in the marketplace and 

workplace. Current principal issue 

areas include consumer fraud, 

food and drug safety, fair labor 

standards, child labor, healthcare, 

e-commerce, financial services and 

telecommunications. The league 

promotes consumer education 

through outreach to high school 

students and provides information 

to consumers through publications, 

media outreach and multiple web 

sites.

National Council on

the Aging (NCOA)

300 D St., SW, Ste. 801

Washington, DC 20024

202-479-1200

TTY: 202-479-6674

Fax: 202-479-0735

E-mail: info@ncoa.org

www.ncoa.org

NCOA is the nation’s first 

association of organizations 

and professionals dedicated 

to promoting the dignity, selfdetermination, well-being, and 

contributions of older persons.

National Fraud

Information Center/Internet 

Fraud Watch

1701 K St., NW, Ste. 1200

Washington, DC 20006

Toll free: 1-800-876-7060

TTY: 202-835-0778

Fax: 202-835-0767

www.fraud.org

NFC/IFW assists consumers 

with recognizing and filing 

complaints about telemarketing 

and Internet fraud. A project of the 

National Consumers League, the 

hotline provides consumers with 

information to help them avoid 

becoming victims of fraud and in 

reporting telemarketing and Internet 

fraud to law enforcement agencies. 

Spanish-speaking counselors 

available.
126

National Consumer Organizations

Provided financial support for the publication 

of the Consumer Action Handbook.

Public Citizen, Inc.

1600 20th St., NW

Washington, DC 20009

202-588-1000

E-mail: rpleatman@citizen.org

www.citizen.org

A national, nonprofit membership 

organization representing 

consumer interests through 

lobbying, litigation, research, 

and publications, Public Citizen 

represents consumer interests 

in the areas of product liability, 

healthcare delivery, safe medical 

devices and medications, open and 

ethical government, and safe and 

sustainable energy use.

Society of Consumer

Affairs Professionals in

Business (SOCAP)

675 North Washington St., Ste. 200

Alexandria, VA 22314

703-519-3700

Fax: 703-549-4886

E-mail: 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.

★

U.S. Public Interest

Research Group (U.S. PIRG)

218 D St., SE

Washington, DC 20003-1900

202-546-9707

Fax: 202-546-2461

E-mail: uspirg@pirg.org

www.uspirg.org

U.S. PIRG is the national lobbying 

office for the state public interest 

research groups. The PIRGs are 

consumer and environmental 

advocacy groups that address 

issues such as bank fees, identity 

theft, credit bureau abuses, 

clean air and clean water, right to 

know, campaign finance reform, 

and various other issues. U.S. 

PIRG does not handle individual 

consumer complaints directly 

but measures complaint levels 

to gauge the need for remedial 

legislation.
127

State, County and City Consumer Protection Offices

St

a

te & 

L

o

cal

City, county and state consumer offices offer a variety of important services. They might mediate complaints, 

conduct investigations, prosecute offenders of consumer laws, license and regulate professionals, provide 

educational materials and advocate in the consumer interest. 

An advantage of contacting a city or county government office is that they are familiar with local businesses 

and local ordinances. If there is not a consumer office in your local area, contact your state consumer office. 

State offices are familiar with state laws and look for statewide patterns of problems. 

To save time, call before sending a written complaint. Ask if the office handles the type of complaint you have 

and if complaint forms are provided. Many offices distribute consumer materials specifically geared to state 

laws and local issues. Ask if any information is available on your problem.

This list is arranged in alphabetical order by state name. 

Alabama

County Offices

Office of the Attorney General

11 South Union St.

Montgomery, AL 36130

334-242-7335

Toll free: 1-800-392-5658 (AL)

www.ago.state.al.us

Alaska

State Offices

Office of the Attorney General

1031 West 4th Ave., Ste. 200

Anchorage, AK 99501-5903

907-269-5100

Toll free: 1-888-576-2529

Fax: 907-276-8554

www.law.state.ak.us

Arizona

State Offices

Consumer Protection and 

Advocacy Section

Office of the Attorney General

1275 West Washington St.

Phoenix, AZ 85007

602-542-5025

602-542-5763 (Consumer 

Info & Complaints)

Toll free: 1-800-352-8431 (AZ)

Fax: 602-542-4085

www.azag.gov

Consumer Protection

Office of the Attorney General

400 West Congress South Bldg. 

Ste. 315

Tucson, AZ 85701

520-628-6504

Toll free: 1-800-352-8431 (AZ)

Fax: 520-628-6530

www.azag.gov

County Offices

Greenlee County

Attorney’s Office

PO Box 1717

Clifton, AZ 85533

928-865-4108

Fax: 928-865-4665

Coconino County 

Attorney’s Office

110 East Cherry Ave.

Flagstaff, AZ 86001

928-779-6518

Toll free: 1-800-559-9289

Fax: 928-779-5618

co.coconino.az.us

Pinal County Attorney’s Office

PO Box 887

Florence, AZ 85232

520-866-6271

Toll free: 1-800-208-6897

Fax: 520-866-6423

E-mail: PinalCountyAttorney@

co.pinal.az.us

www.pinalcounty.org/Attorney

Gila County Attorney’s Office

1400 East Ash St.

Globe, AZ 85501

928-425-3231 ext. 8630

Fax: 928-425-3720

Navajo County 

Attorney’s Office

PO Box 668

Holbrook, AZ 86025

928-524-4026

Fax: 928-524-4244

Mohave County 

Attorney’s Office

315 North 4th St.

PO Box 7000

Kingman, AZ 86402-7000

928-753-0719

Fax: 928-753-2669

www.co.mohave.az.us/depts 

attorney/attorney_default.asp

Santa Cruz County 

Attorney’s Office

2150 North Congress Dr., Ste. 201

Nogales, AZ 85621

520-375-7780

Fax: 520-761-7859

www.co.santa-cruz.az.us/

county_attorney

La Paz County Attorney’s Office

1320 Kofa Ave.

Parker, AZ 85344

928-669-6118

Fax: 928-669-2019

www.co.la-paz.az.us/attorney.htm

Yavapai County Attorney’s Office

Yavapai County Courthouse

255 East Gurley

Prescott, AZ 86301

928-771-3344

Fax: 928-771-3110

Graham County Attorney’s Office

Graham County Courthouse

800 West Main

Safford, AZ 85546

928-428-3620

Fax: 928-428-7200

www.graham.az.gov/attorney.htm
128

State, County and City Consumer Protection Offices

Apache County Attorney’s Office

PO Box 637

St. Johns, AZ 85936

928-337-7560

Fax: 928-337-2427

Yuma County Attorney’s Office

250 West Second Ave., Ste. G

Yuma, AZ 85364

928-817-4300

Fax: 928-373-1551

www.co.yuma.az.us/atty

Arkansas

State Offices

Consumer Protection Division

Office of the Attorney General

323 Center St., Ste. 200

Little Rock, AR 72201

501-682-2007

501-682-2341 

(Consumer Hotline)

Toll free: 1-800-482-8982 

(Do Not Call Program)

Toll free: 1-800-448-3014 

(Crime Victims Hotline)

Toll free: 1-877-866-8225 

(In-State Do Not Call Program)

TTY: 501-682-6073

Fax: 501-682-8118

E-mail: consumer@ag.state.ar.us

www.ag.state.ar.us

Bermuda

129 Front St.

Hamilton, Bermuda, HM 12

441-297-7627

Fax: 441-295-6892

www.ca.gov.bm

California

State Offices

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: 916-324-5564

Fax: 916-323-5341

www.caag.state.ca.us

Bureau of Automotive Repair

California Department 

of Consumer Affairs

10240 Systems Pkwy.

Sacramento, CA 95827

916-255-4300

Toll free: 1-800-952-5210 (CA)

TTY: 916-322-1700

Fax: 916-255-1369

www.autorepair.ca.gov

California Department 

of Consumer Affairs

1625 North Market Blvd.

Sacramento, CA 95834

916-445-1254

916-445-4465

916-445-2643 (Correspondence 

and Complaint Review Unit)

Toll free: 1-800-952-5210 (CA)

TTY: 916-322-1700; 

1-800-326-2297 (Toll Free)

E-mail: dca@dca.ca.gov

www.dca.ca.gov

County Offices

Consumer and Environmental 

Protection Unit

Solano County Distict 

Attorney’s Office

600 Union Ave.

Fairfield, CA 94533

707-421-6859

707-421-6800

Fax: 707-421-7986

Consumer and Environmental 

Protection Division 

Fresno County District

Attorney’s Office

1250 Van Ness Ave., 2nd Floor

Fresno, CA 93721

559-488-3836

559-488-3156

Fax: 559-495-1315

Los Angeles County 

Department of Consumer Affairs

500 West Temple St., Room B-96

Los Angeles, CA 90012-2706

213-974-1452

Toll free: 1-800-593-8222 

(L.A. County)

TTY: 213-626-0913

Fax: 213-687-0233

consumer-affairs.co.la.ca.us

Contra Costa County District 

Attorney’s Office

627 Ferry St.

Martinez, CA 94553

925-646-4620

Fax: 925-646-4683

Consumer Fraud Unit

Stanislaus County District 

Attorney’s Office

800 11th St., Room 200

Modesto, CA 95354

209-525-5550

Fax: 209-525-5545

www.stanislaus-da.org

Consumer Affairs Division

Napa County District 

Attorney’s Office

931 Parkway Mall

PO Box 720

Napa, CA 94559

707-253-4059 (Hotline)

Fax: 707-253-4041

Consumer & Environmental Unit

San Mateo County District 

Attorney’s Office

400 County Center, 3rd Floor

Redwood City, CA 94063

650-363-4651

650-363-4636

Fax: 650-363-4873

Consumer Protection Division

Monterey County District 

Attorney’s Office

PO Box 1131

Salinas, CA 93902

831-755-5070

Fax: 831-755-5068

San Diego County District 

Attorney’s Office

330 W. Broadway, Ste. 750

San Diego, CA 92101

619-531-4070

Fax: 619-531-4481

www.sdcda.org

Consumer and Environmental 

Protection Unit

San Francisco County District 

Attorney’s Office

732 Brannan St.

San Francisco, CA 94103

415-551-9595 (Hotline)

Fax: 415-551-9504

www.sfgov.org/da
129

State, County and City Consumer Protection Offices

St

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te & 

L

o

cal

Consumer Protection Unit

Santa Clara County District 

Attorney’s Office

70 West Hedding St.

West Wing, 4th Floor

San Jose, CA 95110

408-792-2880

408-299-7400

Fax: 408-279-8742

E-mail: webmaster@da.co.

santa-clara.ca.us

www.santaclara-da.org

Economic Crime Division

Consumer Fraud Department

County Government Center

1050 Monterey St., Room 223

San Luis Obispo, CA 93408

805-781-5856

Fax: 805-781-1173

www.sloda.com

Consumer Protection Unit

Marin County District 

Attorney’s Office

Hall of Justice, Room 130

San Rafael, CA 94903

415-499-6495

Fax: 415-499-3719

E-mail: 

consumer@co.marin.ca.us/da

www.co.marin.ca.us

Consumer Protection Unit

Santa Barbara County District 

Attorney’s Office

1112 Santa Barbara St.

Santa Barbara, CA 93101

805-568-2300

Fax: 805-568-2453

Division of Consumer Affairs 

Santa Cruz County District 

Attorney’s Office

701 Ocean St., Room 200

Santa Cruz, CA 95060

831-454-2050

TTY: 831-454-2123

Fax: 831-454-2694

E-mail: dao@co.santa-cruz.ca.us

www.co.santa-cruz.ca/us

Consumer Mediation Section

Ventura County District 

Attorney’s Office

800 South Victoria Ave.

Ventura, CA 93009

805-654-3110

Fax: 805-648-9255

www.ventura.org/vcda

Consumer/Environmental 

Protection Unit

Orange County District 

Attorney’s Office

401 Civic Center Dr.

West Santana, CA 92701

714-648-3600

Fax: 714-648-3679

City Offices

Criminal Division

Kern County District 

Attorney’s Office

1215 Truxtun Ave., 4th Floor

Bakersfield, CA 93301

661-868-2340

Fax: 661-868-2700

E-mail: dacriminal@co.kern.ca.us

www.co.kern.ca.us/da/criminal.asp

Los Angeles City 

Attorney’s Office

800 City Hall East

200 North Main St.

Los Angeles, CA 90012

213-978-8100

Fax: 213-978-8312

E-mail: rdelgadillo@atty.lacity.org

www.la-cares.com

Consumer & Environmental 

Protection Unit

San Diego Ciity 

Attorney’s Office

1200 Third Ave., Ste. 700

San Diego, CA 92101-4106

619-533-5600

Fax: 619-533-5504

E-mail: cepu@sandiego.gov

www.sannet.gov/city-attorney

Santa Monica City 

Attorney’s Office

1685 Main St., Room 310

Santa Monica, CA 90401

310-458-8336

Fax: 310-395-6727

pen.ci.santa-monica.ca.us/atty/

consumer_protection

Colorado

State Offices

Elder Watch

A program with the Colorado 

Attorney General and the 

AARP Foundation fighting 

elder financial abuse and fraud 

through information, referrals 

and consumer advocacy.

1301 Pennsylvania #280

Denver, CO 80203

303-222-4444 option 2

Toll free: 1-800-222-4444 option 2

Fax: 303-831-6217

Consumer Protection Division

Colorado Attorney 

General’s Office

1525 Sherman St., 5th Floor

Denver, CO 80203-1760

303-866-5079

Toll free: 1-800-222-4444

Fax: 303-866-5443

County Offices

Economic Crime Division

El Paso and Teller Counties 

District Attorney’s Office

105 East Vermijo, Ste. 205

Colorado Springs, CO 

80903-2083

719-520-6002

Fax: 719-520-6006

dao.elpasoco.com/default.asp

Economic Crime Unit

Denver District 

Attorney’s Office

201 West Colfax Ave., Dept 801

Denver, CO 80202

720-913-9179

Fax: 720-913-9177

E-mail: llc@denverda.org

www.denverda.org

Weld County District 

Attorney’s Office

915 Tenth St.

PO Box 1167

Greeley, CO 80632

970-356-4010 ext. 4750

Fax: 970-352-8023

www.co.weld.co.us/departments/

da/index.html
130

State, County and City Consumer Protection Offices

Pueblo County District

Attorney’s Office

215 West 10th St.

Pueblo, CO 81003

719-583-6000

Fax: 719-583-6666

www.co.pueblo.co.us/da

Connecticut

State Offices

Dept. of Consumer Protection

165 Capitol Ave.

Hartford, CT 06106

860-713-6050

Fax: 860-713-7243

www.ct.gov/dcp

City Offices

Director of Consumer Protection

City of Middletown

245 deKoven Dr.

PO Box 1300

Middletown, CT 06457-1300

860-344-3491

TTY: 860-344-3521

Fax: 860-344-3561

www.cityofmiddletown.com

Delaware

State Offices

Fraud and Consumer 

Protection Division

Office of the Attorney General

Carvel State Office Building

820 North French St.

Wilmington, DE 19801

302-577-8600

Toll free: 1-800-220-5424

TTY: 302-577-6499

Fax: 302-577-2496

E-mail: 

Attorney.General@State.DE.US

www.state.de.us/attgen

District of Columbia

District of Columbia Offices

Office of Consumer Protection

Department of Consumer & 

Regulatory Affairs

941 N Capitol St., NE

Washington, DC 20002

202-442-4400

Fax: 202-442-8390

www.dcra.dc.gov

Department of Consumer 

and Regulatory Affairs

Government of the District 

of Columbia

941 North Capitol St., NE

Washington, DC 20002

202-442-4400

Citywide Call Center: 202-727-1000

Fax: 202-442-9445

E-mail: dcra@dc.gov

dcra.dc.gov

Consumer & Trade Protection 

Section Office of the Attorney 

General for the District of Columbia

441 4th St., NW, Ste. 450 N

Washington, DC 20001

202-442-9828

Fax: 202-727-6546

E-mail: consumercomplaint.oag

@dc.gov

Florida

State Offices

Economic Crimes Division

Office of the Attorney General

PL-01 The Capitol

Tallahassee, FL 32399-1050

850-414-3600

Toll free: 1-866-966-7226 (FL)

TTY: 1-800-955-8771 (Toll free) 

Fax: 850-488-4483

myfloridalegal.com

Florida Dept. of Agriculture & 

Consumer Services

Division of Consumer Services

2005 Apalachee Parkway

Tallahassee, FL 32301

850-488-2221

Toll free: 1-800-435-7352 (FL)

Fax: 850-410-3839

www.800helpfla.com

Multi-State Litigation and 

Intergovernmental Affairs

Office of the Attorney General

PL-01 The Capitol

Tallahassee, FL 32399-1050

850-414-3300

Toll free: 1-866-966-7226 (FL)

TTY: 1-800-955-8771 (Toll free)

Fax: 850-410-1630

myfloridalegal.com

Regional Offices

Economic Crimes Division

Office of the Attorney General

110 SE 6th St.

Fort Lauderdale, FL 33301-5000

954-712-4600

Fax: 954-712-4658

Economic Crimes Division Office of 

the Attorney General

135 West Central Blvd., Ste. 1000

Orlando, FL 32801

407-999-5588

Fax: 407-245-0365

myfloridalegal.com

Economic Crimes Division

Office of the Attorney General

Concourse Center 4

3507 E Frontage Rd., Ste. 325

Tampa, FL 33607-1795

813-287-7950

Fax: 813-281-5515

myfloridalegal.com

Economic Crimes Division

Office of the Attorney General

1515 N Flagler Ave., Ste. 900

West Palm Beach, FL 33401

561-837-5000

Fax: 561-837-5109

myfloridalegal.com

County Offices

Pinellas County Office of 

Consumer Protection

15251 Roosevelt Blvd., Ste. 209

Clearwater, FL 33760

727-464-6200

TTY: 727-464-6088

Fax: 727-464-6129

E-mail: 

consumer@co.pinellas.fl.us

www.pinellascounty.org

Broward County Consumer 

Affairs Division

115 South Andrews Ave., A460

Fort Lauderdale, FL 33301

954-357-5350

Fax: 954-765-5309

E-mail: consumer@broward.org

www.broward.org/consumer

Office of the State Attorney 

for Miami-Dade County

Economic Crime Division

1350 NW 12th Ave.

Miami, FL 33136-2111
131

State, County and City Consumer Protection Offices

St

a

te & 

L

o

cal

305-547-0671

Fax: 305-547-0717

www.miamisao.com

Miami-Dade County Consumer 

Services Department

140 West Flagler St., Ste. 901-904

Miami, FL 33130

305-375-1250

E-mail: consumer@miamidade.gov

www.miamidade.gov/csd

Pasco County Consumer 

Affairs Division

7530 Little Rd., Ste. 140

New Port Richey, FL 34654

727-847-2411 ext. 8110

Fax: 727-847-8191

E-mail: 

drjones@pascocountyfl.net

www.pascocountyfl.net

Orange County Consumer 

Fraud Unit

415 North Orange Ave.

PO Box 1673

Orlando, FL 32802

407-836-2490

Fax: 407-836-1210

E-mail: fraudhelp@sao9.org

www.orangecountyfl.net

Hillsborough County Consumer 

Protection Agency

8900 N Armenia Ave., Ste 226

Tampa, FL 33604-1072

813-903-3430

Fax: 813-903-3432

www.hillsboroughcounty.org/

consumerprotection

Palm Beach County Division 

of Consumer Affairs

50 South Military Trail

West Palm Beach, FL 33415

561-712-6600

Fax: 561-712-6610

www.pbcgov.com/consumer

Georgia

State Offices

Governer’s Office of 

Consumer Affairs

2 Martin Luther King, Jr. Dr., Ste. 356

Atlanta, GA 30334

404-656-3790

Toll free: 1-800-869-1123 

(GA and Outside Atlanta)

Fax: 404-651-9018

www2.state.ga.us/gaoca

Hawaii

State Offices

Office of Consumer Protection

Department of Commerce and 

Consumer Affairs

345 Kekuanaoa St., Room 12

Hilo, HI 96720

808-933-0910

Fax: 808-933-8845

Office of Consumer Protection

Department of Commerce and 

Consumer Affairs

235 South Beretania St. 

Room 801

Honolulu, HI 96813-2419

808-586-2636

Fax: 808-586-2640

Office of Consumer Protection 

Dept of Commerce and 

Consumer Affairs

1063 Lower Main St., Ste C-216

Wailuku, HI 96793

808-984-8244

Fax: 808-243-5807

www.hawaii.gov/dcca/ocp

Idaho

State Offices

Consumer Protection Unit

Idaho Attorney General’s Office

650 West State St.

Boise, ID 83720-0010

208-334-2424

Toll free: 1-800-432-3545 (ID)

Fax: 208-334-2830

www.state.id.us/ag

Illinois

State Offices

Consumer Fraud Bureau

1001 East Main St.

Carbondale, IL 62901

618-529-6400

Toll free: 1-800-243-0607

TTY: 618-529-0607 or 

Toll free 1-877-675-9339 (IL)

Fax: 618-529-6416

E-mail: 

ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.gov

Consumer Fraud Bureau

100 West Randolph, 12th Floor

Chicago, IL 60601

312-814-3000

Toll free: 1-800-386-5438 (IL)

TTY: 312-814-3374

Fax: 312-814-2593

E-mail: 

ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.gov

Governor’s Office of 

Citizens Assistance

222 South College, Room 106

Springfield, IL 62706

217-782-0244

Toll free: 1-800-642-3112 (IL)

Fax: 217-524-4049

E-mail: governor@illinois.gov

www.illinois.gov

County Offices

Consumer Fraud Division

Cook County State 

Attorney’s Office

69 West Washington, Ste. 700

Chicago, IL 60602

312-603-8600

E-mail: consumer@

cookcountygov.com

www.statesattorney.orgconsumer_

fraud.htm

Consumer Fraud Bureau

Office of the Attorney General

500 South Second St.

Springfield, IL 62706

217-782-1090

Toll free: 1-800-243-0618 (IL)

TTY: 217-785-2771 or Toll Free 

1-877-844-5461 (IL)

Fax: 217-782-1097

E-mail: 

ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.gov

City Offices

Chicago Department of 

Consumer Services

50 West Washington

Daley Center, Room 208

Chicago, IL 60602

312-744-4006

TTY: 312-744-9385

Fax: 312-744-9089

www.cityofchicago.org/Cons 

umerServices
132

State, County and City Consumer Protection Offices

City of Des Plaines Consumer 

Protection Office

1420 Miner St., 6th Floor

Des Plaines, IL 60016

847-391-5006

Fax: 847-391-5378

E-mail: consumerprotection@

desplaines.org

www.desplaines.org

Indiana

State Offices

Consumer Protection Division

Office of the Attorney General

Indiana Government Ctr. South

302 West Washington St.

Indianapolis, IN 46204

317-232-6201

Toll free: 1-800-382-5516 

(Consumer Hotline)

Fax: 317-232-7979

www.in.gov/attorneygeneral

County Offices

Marion County Prosecuting 

Attorney’s Office

251 E Ohio St., Ste. 160

Indianapolis, IN 46204

317-327-3522

Fax: 317-327-5409

www.indygov.org

Iowa

State Offices

Consumer Protection Division

Office of the Iowa 

Attorney General

1305 East Walnut St., 2nd Floor

Hoover Building

Des Moines, IA 50319

515-281-5926

Toll free: 1-888-777-4590 (IA)

Fax: 515-281-6771

E-mail: 

consumer@ag.state.ia.us

www.IowaAttorneyGeneral.org

Kansas

State Offices

Consumer Protection & 

Antitrust Division

Office of the Attorney General

120 SW 10th, 2nd Floor

Topeka, KS 66612-1597

785-296-3751

Toll free: 1-800-432-2310 (KS)

TTY: 785-291-3767

Fax: 785-291-3699

E-mail: cprotect@ksag.org

www.ksag.org

County Offices

Consumer Protection Division

Johnson County District 

Attorney’s Office

Johnson County Courthouse

100 North Kansas Ave.

Olathe, KS 66061

913-715-3003

Fax: 913-715-3040

Consumer Fraud & Economic 

Crime Division

Office of the District Attorney

535 North Main St., 1st Floor

Wichita, KS 67203-3747

316-660-3600

Toll free: 1-800-432-6878 (KS)

Fax: 316-383-4638

E-mail: consumer@sedgwick.gov

Kentucky

State Offices

Office of Consumer Protection

Office of the Attorney General

1024 Capital Center Dr., Ste. 200

Frankfort, KY 40601

502-696-5389

Toll free: 1-888-432-9257 (KY)

Fax: 502-573-8317

E-mail: attorneygeneral@ag.ky.gov

www.ag.ky.gov

Kentucky Office of the 

Attorney General

Consumer Protection Division

8911 Shelbyville Rd.

Louisville, KY 40222

502-429-7134

Fax: 502-429-7129

Louisiana

State Offices

Consumer Protection Section

Office of the Attorney General

PO Box 94005

Baton Rouge, LA 70804-9005

Toll free: 1-800-351-4889

Fax: 225-326-6499

www.ag.state.la.us

County Offices

Jefferson Parish District 

Attorney’s Office

Economic Crime Unit

200 Derbigny St.

Gretna, LA 70053-5894

504-368-1020

Fax: 504-361-2996

Maine

State Offices

Office of Consumer 

Credit Regulation

35 State House Station

Augusta, ME 04333-0035

207-624-8527

Toll free: 1-800-332-8529 (ME)

TTY: 1-888-577-6690 (Toll free)

Fax: 207-582-7699

www.mainecreditreg.org

Counsumer Protection Division 

Office of the Attorney General

6 State House Station

Augusta, ME 04333

207-626-8800

Fax: 207-626-8812

E-mail: consumer.mediation@

state.me.us

www.maine.gov

Maryland

State Offices

Consumer Protection Division

Office of the Attorney General

200 Saint Paul Place, 16th Floor

Baltimore, MD 21202-2021

410-528-8662 

(Consumer Complaints)

410-576-6550 

(Consumer Information)

410-528-1840 

(Health Advocacy unit)

Toll free: 1-888-743-0023

TTY: 410-576-6372 (MD)

Fax: 410-576-7040

E-mail: 

consumer@oag.state.md.us

www.oag.state.md.us/consumer

Regional Offices

Consumer Protection Division

Maryland Attorney 

Generals’ Office

44 North Potomac St., Ste. 104

Hagerstown, MD 21740-5684

301-791-4780

TTY: 410-576-6372

Fax: 301-791-7178
133

State, County and City Consumer Protection Offices

St

a

te & 

L

o

cal

Consumer Protection Division

Eastern Shore Branch Office

Office of the Attorney General

201 Baptist St., Ste. 30

Salisbury, MD 21801-4976

410-713-3620

410-576-6300

410-543-6620

Toll free: 1-888-743-0023

TTY: 410-576-6372

Fax: 410-543-6642

www.oag.state.md.us

County Offices

Howard County Office of 

Consumer Affairs

6751 Columbia Gateway Dr.

Columbia, MD 21046

410-313-6420

Fax: 410-313-6453

Montgomery County Division 

of Consumer Affairs

100 Maryland Ave., Ste. 330

Rockville, MD 20850

240-777-3636

TTY: 240-777-3679

Fax: 240-777-3768

www.montgomerycountymd.gov/

consumer

Massachusetts

State Offices

Executive Office of Consumer 

Affairs & Business Regulations

10 Park Plaza, Ste. 5170

Boston, MA 02116

617-973-8700 (General Info)

617-973-8787 (Consumer Hotline)

Toll free: 1-888-283-3757 (MA)

TTY: 617-973-8790

Fax: 617-973-8798

E-mail: consumer@state.ma.us

www.mass.gov/Consumer

Consumer Protection and 

Antitrust Division

Office of the Attorney General

1 Ashburton Place

Boston, MA 02108

617-727-8400 (Consumer Hotline)

TTY: 617-727-4765

Fax: 617-727-3265

www.mass.gov/ago

Southern Massachusetts Division

Office of the Attorney General

105 William St.

New Bedford, MA 02740

508-990-9700

Fax: 508-990-8686

Western Massachusetts Division

Office of the Attorney General

1350 Main St., 4th Floor

Springfield, MA 01103-1629

413-784-1240

TTY: 617-727-4765

Fax: 413-784-1244

www.ago.state.ma.us

Central Massachussetts Division

Office of the Attorney General

1 Exchange Place

Worcester, MA 01608

508-792-7600

617-727-8400

Fax: 508-795-1991

County Offices

Norfolk District Atorney’s Office 

Consumer Protection Division

45 Shawmut Rd.

Canton, MA 02021

781-830-4800

Fax: 781-830-4801

www.mass.gov/da/norfolk

Franklin County

Northwestern District 

Attorney’s Office

13 Conway St.

Greenfield, MA 01301

413-774-5102

Fax: 413-773-3278

Consumer Protection Division

North Western District 

Attorney’s Office

1 Gleason Plaza

Northampton, MA 01060

413-586-9225

Fax: 413-584-3635

Berkshire County Consumer 

Advocates, Inc.

150 North St., Room 34

Pittsfield, MA 01201

413-443-9128

Toll free: 1-800-540-9128 

(Berkshire County)

Fax: 413-496-9225

Consumer Council of 

Worcester County

484 Main St., 2nd Floor

Worcester, MA 01608-1690

508-754-1176

Toll free: 1-800-545-4577

Fax: 508-754-0203

www.wcac.net

City Offices

City of Boston Consumer 

Affairs & Licensing

Room 817

1 City Hall Plaza

Boston, MA 02201

617-635-3834

Fax: 617-635-4174

E-mail: MOCAL@

cityofboston.gov

www.cityofboston.gov/consu 

meraffairs

Cambridge Comsumers’ Council 

831 Massachusetts Ave.

Cambridge, MA 02139

617-349-6150

TTY: 617-349-6112

Fax: 617-349-6148

E-mail: Consumer@

CambridgeMA.gov

www.ci.cambridge.ma.us/~Cons 

umer

Greater Fall River/New Bedford 

residents contact: 

1 Government Center

Fall River, MA 02722

508-324-2672

Fax: 508-324-2626

www.ago.state.ma.us

Consumer Protection Program

Haverhill Community Action, Inc.

25 Locust St.

Haverhill, MA 01830

978-373-1971

Fax: 978-373-8966

www.ago.state.ma.us

Cape Cod residents contact:

Consumer Assistance 

Council, Inc.

149 Main St.

Hyannis, MA 02601

508-771-0700

Toll free: 1-800-867-0701 (MA)

Fax: 508-771-3011

E-mail: cac@capecod.net

www.consumercouncil.com
134

State, County and City Consumer Protection Offices

Consumer Protection Program

Greater Lawrence Community 

Action Council, Inc.

305 Essex St.

Lawrence, MA 01840

978-681-4990

Fax: 978-681-4949

www.glcac.org/consumer.htm

Middlesex Community 

College Law Center

33 Kearney Square

Lowell, MA 01852-1987

978-656-3342

Fax: 978-441-1794

www.geocities.com/mcclawcenter

Medford Consumer 

Advisory Commission

90 Main St.

Medford, MA 02155

781-393-2460

Fax: 781-393-2342

www.ago.state.ma.us

Consumer Assistance Office– 

Metro West, Inc.

209 West Central St.

Natick, MA 01760

508-651-8812

Fax: 508-647-0661

E-mail: support@

volunteersolutions.org

www.consumermetrowest.org

Newton-Brookline 

Consumer Office

Newton City Hall

1000 Commonwealth Ave.

Newton Centre, MA 02459

617-796-1292

TTY: 617-796-1089

Fax: 617-796-1293

E-mail: consumer@newtonma.gov

www.ci.newton.ma.us

Mass PIRG Consumer Action Ctr.

182 Green St.

North Weymouth, MA 02191

781-335-0280

Fax: 781-340-3991

South Shore Community 

Action Council, Inc.

265 South Meadow Rd.

Plymouth, MA 02360

508-747-7575 ext. 226

Fax: 508-746-5140

Revere Consumer Affairs Office 

150 Beach St.

Revere, MA 02151

781-286-8114

Fax: 781-485-2788

Mayor’s Office of Consumer Info

City Hall

36 Court St.

Springfield, MA 01103-1699

413-787-6437

Fax: 413-787-7781

www.cityofboston.gov/consumeraffairs

Brockton residents contact:

Bentley Consumer Action Line

Lindsay Hall

Bentley College

175 Forest St.

Waltham, MA 02452-4705

Toll free: 1-800-273-9494 (MA)

Fax: 781-891-2478

Michigan

State Offices

Consumer Protection Division

Office of Attorney General

PO Box 30213

Lansing, MI 48909

517-373-1140

Toll free: 1-877-765-8388

Fax: 517-241-3771/517-373-3042

www.michigan.gov/ag

County Offices

Macomb County Consumer 

Protection Department

Office of the Prosecuting Attorney

Macomb County Admin. Bldg.

1 South Main St., 3rd Floor

Mt. Clemens, MI 48043

586-469-5350

Fax: 586-469-5609

City Offices

Consumer Advocacy

City of Detroit

65 Cadillac Square, Ste. 300

Detroit, MI 48226

313-224-1000

313-224-6995 (Complaints)

Fax: 313-224-1476

E-mail: andersonst.cadtwr@

seniors.ci.detroit.mi.us

www.ci.detroit.mi.us/senior

Minnesota

State Offices

Consumer Services Division

Attorney General’s Office

1400 Bremer Tower

445 Minnesota St.

St. Paul, MN 55101

651-296-3353

Toll free: 1-800-657-3787

TTY: 651-297-7206 or 

1-800-366-4812 (Toll free)

Fax: 651-282-2155

E-mail: 

attorney.general@state.mn.us

www.ag.state.mn.us/consumer

County Offices

Citizen Information Hotline

Hennepin County 

Attorney’s Office

C-2000 County Government Ctr

Minneapolis, MN 55487

612-348-5550

TTY: 612-348-6015

Fax: 612-348-9712

E-mail: 

citizeninfo@co.hennepin.mn.us

www.hennepinattorney.org

City Offices

Division of Licenses & 

Consumer Services

Minneapolis Department 

of Regulatory Services

City Hall, Room 1C

350 South 5th St.

Minneapolis, MN 55415

612-673-2080

TTY: 612-673-2157

Fax: 612-673-3399

www.ci.minneapolis.mn.us
135

State, County and City Consumer Protection Offices

St

a

te & 

L

o

cal

Mississippi

State Offices

Consumer Protection Division

Attorney General’s Office

PO Box 22947

Jackson, MS 39225-2947

601-359-4230

Toll free: 1-800-281-4418 (MS)

Fax: 601-359-4231

www.ago.state.ms.us

Bureau of Regulatory Services 

Department of Agriculture 

and Commerce

121 North Jefferson St.

PO Box 1609

Jackson, MS 39201

601-359-1111

Fax: 601-359-1175

www.mdac.state.ms.us

Missouri

State Offices

Consumer Protection and 

Trade Offense Division

PO Box 899

1530 Rax Court

Jefferson City, MO 65102

573-751-6887

573-751-3321

Toll free: 1-800-392-8222 (MO)

TTY: 1-800-729-8668 (MO)

Fax: 573-751-7948

E-mail: attgenmail@moago.org

www.ago.state.mo.us

Montana

State Offices

Montana Office of 

Consumer Protection

Department of Justice

1219 8th Ave.

PO Box 200151

Helena, MT 59620-0151

406-444-4500

Toll free: 1-800-481-6896

Fax: 406-444-9680

doj.mt.gov/consumer

Nebraska

State Offices

Office of the Attorney General

Department of Justice

2115 State Capitol

PO Box 98920

Lincoln, NE 68509

402-471-2682

402-471-3891 (Spanish)

Toll free: 1-800-727-6432 (NE)

Toll free: 1-888-850-7555 

(NE - Spanish)

Fax: 402-471-0006

www.ago.state.ne.us

Nevada

State Offices

Bureau of Consumer Protection

Office of the Attorney General

1000 N Carson St.

Carson City, NV 89701

775-684-1180

www.ag.state.nv.us

Nevada Consumer 

Affairs Division

1850 East Sahara Ave, Ste. 101

Las Vegas, NV 89104

702-486-7355

Toll free: 1-800-326-5202 (NV)

TTY: 702-486-7901

Fax: 702-486-7371

E-mail: NCAD@fyiconsumer.org

www.fyiconsumer.org

Bureau of Consumer Protection

555 E Washington Ave., Ste. 3900

Las Vegas, NV 89101

702-486-3420

Fax: 702-486-3768

ag.state.nv.us

Consumer Affairs Division

4600 Kietzke Ln., Building B, Ste. 113

Reno, NV 89502

775-688-1800

Toll free: 1-800-326-5202 (NV)

TTY: 702-486-7901

Fax: 775-688-1803

E-mail: 

renocad@fyiconsumer.org

www.fyiconsumer.org

New Hampshire

State Offices

Consumer Protection and 

Antitrust Bureau

Attorney General’s Office

33 Capitol St.

Concord, NH 03301

603-271-3641

Toll free: 1-888-468-4454

TTY: 1-800-735-2964 (NH) 

Fax: 603-223-6202

www.doj.nh.gov/consumer/index.html

New Jersey

State Offices

Division of Consumer Affairs

Department of Law and 

Public Safety

PO Box 45027

Newark, NJ 07101

973-504-6200

Toll free: 1-800-242-5846 (NJ)

TTY: 973-504-6588

Fax: 973-648-3538

E-mail: askconsumeraffairs@

lps.state.nj.us

www.state.nj.us/lps/ca/home.htm

County Offices

Atlantic County Division 

of Consumer Affairs

1333 Atlantic Ave.

Atlantic City, NJ 08401

609-343-2376

609-345-6700

www.aclink.org/law/mainpages/

conshome.asp

Camden County Office of 

Consumer Protection/Weights & 

Measures

DiPiero Center

512 Lakeland Rd., Ste. 158

Blackwood, NJ 08012

856-374-6161 

(Consumer Protection)

856-374-6001 

(Weights & Measures)

Toll free: 1-800-999-9045 (NJ)

Fax: 856-232-0748

www.camdencounty.com

Cumberland County Department 

of Consumer Affairs/Weight & 

Measures

788 East Commerce St.

Bridgeton, NJ 08302

856-453-2203

Fax: 856-453-2206

www.co.cumberland.nj.us

Cape May County Consumers 

Affairs Weights & Measures

4 Moore Rd. DN 402

Cape May Court House, NJ 08210

609-465-1035

Fax: 609-465-1418

E-mail: countyengineer@

co.cape-may.nj.us

www.capemaycountygov.net
136

State, County and City Consumer Protection Offices

Essex County Division of 

CommunityAction/Consumer 

Services

50 South Clinton St., Ste. 3201

East Orange, NJ 07018

973-395-8350

Fax: 973-395-8433

Hunterdon County Office of 

Consumer Affairs

PO Box 2900

Flemington, NJ 08822

908-806-5174

Fax: 908-806-2057

www.co.hunterdon.nj.us/consumer 

affairs.htm

Monmouth County Department 

of Consumer Affairs

50 East Main St.

PO Box 1255

Freehold, NJ 07728-1255

732-431-7900

Fax: 732-845-2037

Bergen County Office of 

Consumer Protection

1 Bergen County Plaza 

3rd Floor

Hackensack, NJ 07601-7000

201-336-6400

Fax: 201-336-6416

Hudson County Division of 

Consumer Affairs

583 Newark Ave.

Jersey City, NJ 07306

201-795-6295

201-795-6163

Fax: 201-795-6468

Burlington County Office of 

Consumer Affairs/Weights and 

Measures

49 Rancocas Rd.

PO Box 6000

Mount Holly, NJ 08060

609-265-5098 

(Weights & Measures)

609-265-5054 

(Consumer Affairs)

Fax: 609-265-5065

E-mail: 

consumer@co.burlington.nj.us

Middlesex County 

Consumer Affairs

Middlesex County Admin. Bldg.

JFK Square, 2nd Floor, Ste. 290

New Brunswick, NJ 08901

732-745-3875

Fax: 732-745-3815

www.co.midddlesex.nj.us

Somerset County Division of 

Consumer Affairs

20 Grove St. 

PO Box 3000

Somerville, NJ 08876-1262

908-231-7000

E-mail: consumeraffairs@

co.somerset.nj.us

www.co.somerset.nj.us

Ocean County Department 

of Consumer Affairs/

Weights and Measures

1027 Hooper Ave.

PO Box 2191

Toms River, NJ 08754-2191

732-929-2105

Toll free: 1-800-722-0291 

ext. 2105 (NJ)

Fax: 732-506-5330

www.co.ocean.nj.us

Mercer County 

Consumer Affairs

640 South Broad St., Rm 404

PO Box 8068

Trenton, NJ 08650-0068

609-989-6671

Fax: 609-989-6670

E-mail: 

dgiovannetti@mercercounty.org

Passaic County Department of 

Consumer Protection/Weights 

and Measures

Dept. of Law

1310 Route 23 North

Wayne, NJ 07470

973-305-5750 

(Weights & Measures)

973-305-5881 

(Consumer Protection)

Fax: 973-628-1796

www.passaiccountynj.org

Union County Division of 

Consumer Affairs

300 North Ave. East

Westfield, NJ 07090

908-654-9840

Fax: 908-654-3082

www.unioncountynj.org

Gloucester County Department 

of Consumer Protection Weights 

and Measures

115 Budd Blvd.

Woodbury, NJ 08096

856-384-6855

TTY: 856-848-6616

Fax: 856-384-6858

co.gloucester.nj.us/protection

City Offices

Middlesex Borough 

Consumer Affairs 

1200 Mountain Ave.

Middlesex, NJ 08846

732-356-8090 ext. 250

Fax: 732-356-1249

Nutley Consumer Affairs

Public Affairs Building

149 Chestnut St.

Nutley, NJ 07110

973-284-4975

Fax: 973-661-9411

Perth Amboy Consumer Affairs

Office of Social Services

1 Olive St.

Perth Amboy, NJ 08861

732-826-4300

Fax: 732-826-6192

www.ci.perthamboy.nj.us

Plainfield Action Services

City Hall Annex

510 Watchung Ave.

Plainfield, NJ 07060

908-753-3519

Fax: 908-753-3540

Secaucus Department of 

Consumer Affairs

Municipal Government Center

1203 Patterson Plank Rd.

Secaucus, NJ 07094

201-330-2008
137

State, County and City Consumer Protection Offices

St

a

te & 

L

o

cal

Consumer Affairs Office

1976 Morris Ave.

Union, NJ 07083

908-851-5477

Fax: 908-851-4679

Woodbridge Township Consumer 

Affairs Municipal Building

1 Main St.

Woodbridge, NJ 07095

732-634-4500 ext. 6058

Fax: 732-602-6016

New Mexico

State Offices

Consumer Protection Division

PO Drawer 1508

407 Galisteo

Santa Fe, NM 87504-1508

505-827-6060

Toll free: 1-800-678-1508

Fax: 505-827-6685

www.ago.state.nm.us

New York

State Offices

Bureau of Consumer Frauds 

and Protection

Office of the Attorney General

State Capitol

Albany, NY 12224

518-474-5481

Toll free: 1-800-771-7755 (NY)

TTY: 1-800-788-9898 (Toll free)

Fax: 518-474-3618

www.oag.state.ny.us

New York State Consumer 

Protection Board

5 Empire State Plaza, Ste. 2101

Albany, NY 12223-1556

518-474-8583 (Capitol Region)

Toll free: 1-800-697-1220

Fax: 518-474-2474

E-mail: webmaster@

consumer.state.ny.us

www.nysconsumer.gov

Consumer Frauds and 

Protection Bureau

Office of the Attorney General

120 Broadway, 3rd Floor

New York, NY 10271

212-416-8300

TTY: 1-800-788-9898 (Toll free)

or 212-416-8893

Fax: 212-416-6003

Regional Offices

Binghamton Regional Office

Office of the Attorney General

State Office Building, 17th Floor

44 Hawley St.

Binghamton, NY 13901-4433

607-721-8771

Fax: 607-721-8789

www.oag.state.ny.us/tour/bingham 

ton.html

Brooklyn Regional Office

Office of the Attorney General

55 Hanson Place, Room 732

Brooklyn, NY 11217

718-722-3949

Toll free: 1-800-771-7755 

(Consumer Helpline)

TTY: 1-800-788-9898 (Toll free)

www.oag.state.ny.us

Buffalo Regional Office

Office of the Attorney General

Statler Towers

107 Delaware Ave.

Buffalo, NY 14202-3473

716-853-8400

Fax: 716-853-8571

www.oag.state.ny.us/tour/buffalo.html

Hauppauge Regional Office

Office of the Attorney General

300 Motor Pkwy., Ste. 205

Hauppauge, NY 11788-5127

516-231-2400

Harlem Regional Office

Office of the Attorney General

163 West 125th St.

New York, NY 10027-8201

212-961-4475

Toll free: 1-800-771-7755 

(Consumer Helpline)

Fax: 212-961-4003

www.oag.state.ny.us

Mineola Regional Office

Office of the Attorney General

200 Old Country Rd.

New York, NY 11501

516-248-3302

Toll free: 1-800-771-7755 

(Consumer Helpline)

www.oag.state.ny.us

Plattsburgh Regional Office

Office of Attorney General

70 Clinton St.

Plattsburgh, NY 12901-2818

518-562-3282

Fax: 518-562-3294

www.oag.state.ny.us/tour/platts 

burgh.html

Rochester Regional Office

Office of the Attorney General

144 Exchange Blvd., 2nd Floor

Rochester, NY 14614

585-546-7430

TTY: 585-327-3249

Fax: 585-546-7514

www.oag.state.ny.us/tour/roch 

ester.html

Syracuse Regional Office

Office of the Attorney General

615 Erie Blvd. West, Ste. 102

Syracuse, NY 13210-2339

315-448-4848

315-448-4800

Fax: 315-448-4851

Utica Regional Office

Office of the Attorney General

207 Genesee St., Room 508

Utica, NY 13501

315-793-2225

Fax: 315-793-2228

Watertown Regional Office

Office of the Attorney General

Dulles State Office Building

317 Washington St.

Watertown, NY 13601-3744

315-785-2444

www.oag.state.ny.us

Westechester Regional Office 

Office of the Attorney General

101 East Post Rd.

White Plains, NY 10601-5008

914-422-8755

Fax: 914-422-8706

www.oag.state.ny.us
138

State, County and City Consumer Protection Offices

County Offices

Department of Consumer 

Affairs/Weights & Measures

112 State St., Room 1207

Albany, NY 12207

518-447-7581

Fax: 518-487-5048

E-mail: consumer_complaints@

albanycounty.com

www.albanycounty.com

Consumer Fraud Bureau

Erie County District Attorney’s 

Office Statler Towers

107 Delaware Ave., 4th Floor

Buffalo, NY 14202-3473

716-853-8404

716-853-8400

Toll free: 1-800-771-7755 (NY)

Fax: 716-853-8414

Putnam County Department of 

Consumer Affairs/Weights and 

Measures

110 Old Route 6, Bldg. 3

Carmel, NY 10512

845-225-2039

Fax: 845-225-3403

www.putnamcountyny.com

Orange County Department of 

Consumer Affairs and Weights 

and Measures

99 Main St.

Goshen, NY 10924

845-291-2400

Fax: 845-291-2385

www.co.orange.ny.us

Ulster County District Attorney’s 

Consumer Fraud Bureau

20 Lucas Ave.

Kingston, NY 12401

845-340-3260

Nassau County Office of 

Consumer Affairs

200 County Seat Dr.

Mineola, NY 11501

516-571-2600

Sullivan County Department of 

Consumer Affairs

Sullivan County Gvt. Ctr.

100 North St.

PO Box 5012

Monticello, NY 12701-5012

845-794-3000

Fax: 845-794-0230

www.scgnet.us

Rockland County Office of 

Consumer Protection

18 New Hempstead Rd. 

6th Floor

New City, NY 10956

845-708-7600

Fax: 845-708-7616

www.consumer.state.ny.us

Dutchess County Department 

of Consumer Affairs

98 Peach Rd.

Poughkeepsie, NY 12601

845-486-2949

Fax: 845-486-2947

E-mail: consumeraffairs@

co.dutchess.ny.us

www.dutchessny.gov/CountyGov/

Departments/ConsumerAffairs/

CFindex.htm

Schenectady County 

Consumer Affairs

64 Kellar Ave.

Schenectady, NY 12307

518-356-6795

518-356-7473

Fax: 518-357-0319

www.consumer.state.ny.us

Westchester County District 

Attorney’s Office

Economic Crimes Unit

County Courthouse

111 Martin Luther King Jr. Blvd.

White Plains, NY 10601

914-995-3414

Fax: 914-995-3594

da.westchester.ny.us

Westchester County Dept. of 

Consumer Protection

112 East Post Rd., 4th Floor

White Plains, NY 10601

914-995-2155

Fax: 914-995-3115

E-mail: conpro@

westchestergov.com

www.westchestergov.com/consumer

City Offices

Mt. Vernon Office of Consumer 

Protection/Bureau of Weights and 

Measures

1 Roosevelt Square, Room 11

Mount Vernon, NY 10550

914-665-2433

www.ci.mount-vernon.ny.us

New York City Department of 

Consumer Affairs

42 Broadway

New York, NY 10004

212-487-4444

TTY: 212-487-4465

www.ci.nyc.ny.us/html/dca/home.html

Town of Colonie Consumer 

Protection 

Memorial Town Hall

Newtonville, NY 12128

518-783-2790

Schenectady Bureau of 

Consumer Protection City Hall

Room 204, 105 Jay St.

Schenectady, NY 12305

518-382-5061

Fax: 518-382-5074

Yonkers Office of Consumer 

Protection

87 Nepperhan Ave.

Yonkers, NY 10701

914-377-6808

Fax: 914-377-6811

www.cityofyonkers.com

North Carolina

State Offices

Consumer Protection Division

Office of the Attorney General

9001 Mail Service Center

Raleigh, NC 27699-9001

919-716-6000

Toll free: 1-877-566-7226 (NC)

Fax: 919-716-6050

www.ncdoj.com

North Dakota

State Offices

Consumer Protection & 

Antitrust Division

Office of the Attorney General

600 E Blvd. Ave., Dept. 125

Bismarck, ND 58505

701-328-3404

Toll free: 1-800-472-2600

TTY: 1-800-366-6888 (Toll free)

E-mail: cpat@state.nd.us

www.ag.state.nd.us

Ohio

State Offices

Ohio Consumers’ Counsel

10 W Broad St., 18th Floor 

Ste. 1800
139

State, County and City Consumer Protection Offices

St

a

te & 

L

o

cal

Columbus, OH 43215

614-466-8574 (Outside OH)

Toll free: 1-877-742-5622

E-mail: occ@occ.state.oh.us

www.pickocc.org

Consumer Protection Section

Attorney General’s Office

30 East Broad St., 17th Floor

Columbus, OH 43215-3428

614-466-4320

Toll free: 1-800-282-0515 (OH)

TTY: 614-466-1393

Fax: 614-728-7583

E-mail: 

consumer@ag.state.oh.us

www.ag.state.oh.us

County Offices

Office of Consumer Affairs

County of Summit

PO Box 22448

Akron, OH 44302-2448

330-643-2879

E-mail: consumeraffairs@

summitoh.net

www.co.summit.oh.us/conaffairs.htm

Oklahoma

State Offices

Consumer Protection Unit

Oklahoma Attorney General

313 NE 21st St.

Oklahoma City, OK 73105

405-521-2029

Fax: 405-528-1867

www.oag.state.ok.us

Oklahoma Department of 

Consumer Credit

4545 North Lincoln Blvd., #104

Oklahoma City, OK 73105

405-521-3653

Toll free: 1-800-448-4904

Fax: 405-521-6740

www.okdocc.state.ok.us

Oregon

State Offices

Financial Fraud/Consumer 

Protection Section

Department of Justice

1162 Court St., NE

Salem, OR 97310

503-947-4333

503-378-4320 

(Hotline Salem only)

503-229-5576 

(Hotline Portland Only)

Toll free: 1-877-877-9392 (OR)

TTY: 503-378-5938

Fax: 503-378-5017

www.doj.state.or.us

Pennsylvania

State Offices

Office of the Consumer Advocate

Office of the Attorney General

555 Walnut St.

5th Floor, Forum Place

Harrisburg, PA 17101-1923

717-783-5048 (Utilities only)

Toll free: 1-800-684-6560 (PA)

Fax: 717-783-7152

E-mail: consumer@paoca.org

www.oca.state.pa.us

Bureau of Consumer Protection

Office of Attorney General

16th Floor, Strawberry Square

Harrisburg, PA 17120

717-787-3391

Toll free: 1-800-441-2555

Toll free: 1-877-888-4877 

(Health Care Section)

Fax: 717-787-8242

www.attorneygeneral.gov

Regional Offices

Allentown Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

801 Hamilton St., 4th Floor

Allentown, PA 18101

610-821-6690

Fax: 610-821-6529

Ebensburg Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

171 Lovell Ave., Ste. 202

Ebensburg, PA 15931

814-471-1831

Fax: 814-471-1840

Erie Regional Office - Bureau 

of Consumer Protection

Office of the Attorney General

1001 State St., Ste. 1009

Erie, PA 16501

814-871-4371

Fax: 814-871-4848

Harrisburg Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

301 Chestnut St., Ste. 105

Harrisburg, PA 17101

717-787-7109

Fax: 717-772-3560

Philadelphia Regional Office -

Bureau of Consumer Protection

Office of Attorney General

21 South 12th St., 2nd Floor

Philadelphia, PA 19107

215-560-2414

Fax: 215-560-2494

Pittsburgh Regional Office - 

Bureau of Consumer Protection 

Office of Attorney General

Manor Building, 6th Floor

564 Forbes Ave.

Pittsburgh, PA 15219

412-565-5135

Toll free: 1-800-441-2555

Fax: 412-880-0196

Scranton Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

100 Samter Building

101 Penn Ave.

Scranton, PA 18503

570-963-4913

Fax: 570-963-3418

State College Regional Office - 

Bureau of Consumer Protection

417 East Calder Way

Ruth Building, First Floor

State College, PA 16801

814-863-3900

Fax: 814-863-6555

E-mail: AGCorbett@

Attorneygeneral.gov

County Offices

Beaver County Alliance for 

Consumer Protection 

Director

469 Constitution Blvd., Ste. 3

Route 51

New Brighton, PA 15066

724-843-3282

Fax: 724-843-2706

www.acp-beaver.org
140

State, County and City Consumer Protection Offices

Bucks County Consumer 

Protection, Weight and Measures

50 North Main St.

Doylestown, PA 18901

215-348-7442

Fax: 215-348-4570

Delaware County 

Consumer Affairs

Delaware County Courthouse

201 West Front St.

Media, PA 19063

610-891-4865

Fax: 610-566-3947

www.co.delaware.pa.us/consumer 

affairs

Montgomery County Human 

Services Center

1430 DeKalb St.

PO Box 311

Norristown, PA 19404-0311

610-278-3565

Fax: 610-278-5228

E-mail: consuemraffairs@

mail.montcopa.org

www.montcopa.org/consumeraffairs

Chester County 

Consumer Affairs

601 Westtown Rd., Ste. 290, 

PO Box 2747

West Chester, PA 19380

610-344-6225

dsf.chesco.org/health/consumeraffairs

Puerto Rico

Puerto Rico Offices

Department de Asuntos 

Del Consumidor Centro 

Gubernamental Roberto Sanchez 

Vilella Edificio Norte

Apartado 41059, Estacion Minillas

San Juan, PR 00940-1059

787-722-7555

Fax: 787-726-0077

www.daco.gobierno.pr

Rhode Island

State Offices

Consumer Protection Unit

Department of Attorney 

General

150 South Main St.

Providence, RI 02903

401-274-4400

TTY: 401-453-0410

Fax: 401-222-5110

www.riag.state.ri.gov

South Carolina

State Offices

Office of the Attorney General

PO Box 11549

Columbia, SC 29211

803-734-3970

TTY: 803-734-4877

Fax: 803-734-4323

E-mail: 

info@scattorneygeneral.com

www.scattorneygeneral.org

South Carolina Department of 

Consumer Affairs

3600 Forest Dr., Ste. 300

PO Box 5757

Columbia, SC 29250-5757

803-734-4200

Toll free: 1-800-922-1594 (SC)

TTY: 1-800-735-2905 (Toll free)

Fax: 803-734-4286

E-mail: scdca@dca.state.sc.us

www.scconsumer.gov

State Ombudsman

Office of Executive Policy 

and Program

1301 Gervais St., Ste. 710

Columbia, SC 29201

803-340-7105

Toll free: 1-866-340-7105

Fax: 803-734-0799

www.myscgov.com

South Dakota

State Offices

Office of the Attorney General

1302 E Hwy. 14, Ste. 3

Pierre, SD 57501-8503

605-773-4400

Toll free: 1-800-300-1986 (SD)

TTY: 605-773-6585

Fax: 605-773-7163

E-mail: 

consumerhelp@state.sd.us

www.state.sd.us/atg

Tennessee

State Offices

Division of Consumer Affairs

500 James Robertson Pkwy. 

5th Floor

Nashville, TN 37243-0600

615-741-4737

Toll free: 1-800-342-8385 (TN)

Fax: 615-532-4994

E-mail: 

consumer.affairs@state.tn.us

www.state.tn.us/consumer

Consumer Advocate and 

Protection Division Office of the 

Attorney General

PO Box 20207

Nashville, TN 37202-02071

615-741-1671

Fax: 615-532-2910

attorneygeneral.state.tn.us/

cpro/cpro

Texas

Regional Offices

Austin Regional Office

PO Box 12548

Austin, TX 78711-2548

512-463-2100

Toll free: 1-800-621-0508

Fax: 512-473-8301

E-mail: cac@oag.state.tx.us

www.oag.state.tx.us

Dallas Regional Office

Office of the Attorney General

1412 Main St., Ste. 810 

Dallas, TX 75202

214-969-5310

Fax: 214-969-7615

E-mail: cac@oag.state.tx.us

www.oag.state.tx.us

El Paso Regional Office

Office of the Attorney General

401 East Franklin Ave., Ste. 530

El Paso, TX 79901

915-834-5800

Fax: 915-542-1546

E-mail: cac@oag.state.tx.us

www.oag.state.tx.us

Houston Regional Office - 

Consumer Protection

Office of the Attorney General

808 Travis, Ste. 300

Houston, TX 77002-1702

713-223-5886

Toll free: 1-800-252-8011 (TX)

Fax: 713-223-5821

E-mail: cac@oag.state.tx.us

www.oag.state.tx.us

Lubbock Regional Office

Office of the Attorney General

4630 50th St., Ste. 500

Lubbock, TX 79414-3520

806-747-5238

Fax: 806-747-6307

E-mail: cac@oag.state.tx.us

www.oag.state.tx.us
141

State, County and City Consumer Protection Offices

St

a

te & 

L

o

cal

McAllen Regional Office

Office of the Attorney General

3201 North McColl Rd., Ste. B

McAllen, TX 78501-1685

956-682-4547

Toll free: 1-800-252-8011 (TX)

Fax: 956-682-1957

E-mail: cac@oag.state.tx.us

www.oag.state.tx.us

San Antonio Regional Office

Office of the Attorney General

115 East Travis St., Ste. 925

San Antonio, TX 78205-1605

210-224-1007

Toll free: 1-800-252-8011 (TX)

Fax: 210-225-1075

E-mail: cac@oag.state.tx.us

www.oag.state.tx.us

County Offices

Harris County Consumer 

Fraud Division

District Attorney’s Office

1201 Franklin, Ste. 600

Houston, TX 77002-1923

713-755-5836

Fax: 713-755-5262

City Offices

Department of Environmental 

and Health Services

City Hall, Room 7A-North

1500 Marilla

Dallas, TX 75201

214-670-3696

Fax: 214-670-3863

www.dallascityhall.com

Utah

State Offices

Division of Consumer Protection 

Department of Commerce

160 East 300 South

PO Box 146704

Salt Lake City, UT 84114-6704

801-530-6601

Fax: 801-530-6001

E-mail: 

consumerprotection@utah.gov

www.consumerprotection.utah.gov

Vermont

State Offices

Consumer Assistance Program

Office of the Attorney General

104 Morrill Hall, UVM

Burlington, VT 05405

802-656-3183

Toll free: 1-800-649-2424 (VT)

Fax: 802-656-1423

E-mail: consumer@uvm.edu

www.atg.state.vt.us

Consumer Protection

Food Safety and Consumer 

Protection Vermont Agency of 

Agriculture, Food, and Market

116 State St., Drawer 20

Montpelier, VT 05620-2901

802-828-2436

Fax: 802-828-5983

www.vermontagriculture.com

Virgin Islands

Virgin Islands Offices

Department of Licensing and 

Consumer Affairs

Golden Rock Shopping Center

Christiansted

St. Croix, VI 00820

340-773-2226

Fax: 340-778-8250

wwww.dlca.gov.vi

State Offices

Department of Licensing & 

Consumer Affairs 

Property & Procurement Bldg.

No. 1 Sub Base, Room 205

St. Thomas, VI 00802

340-774-3130

Fax: 340-776-0675

www.dlca.gov.vi

Virginia

State Offices

Antitrust and Consumer 

Litigation Section

Office of the Attorney General

900 East Main St.

Richmond, VA 23219

804-786-2116

Toll free: 1-800-451-1525

Fax: 804-786-0122

E-mail: mail@oag.state.va.us

www.oag.state.va.us

Office of Consumer Affairs

Department of Agriculture and 

Consumer Services

Oliver W. Hill Building

102 Governor St.

Richmond, VA 23219

804-786-2042

Toll free: 1-800-552-9963 (VA)

TTY: 1-800-828-1120 (Toll free)

Fax: 804-225-2666

www.vdacs.virginia.gov

County Offices

Fairfax County Department of 

Cable Communications and 

Consumer Protection

12000 Government Ctr. Pkwy., Ste. 433

Fairfax, VA 22035

703-222-8435 (General)

703-324-8484 (Consumer Services)

Fax: 703-322-9542

www.fairfaxcounty.gov/consumer.htm

City Offices

Consumer Affairs

City Hall

301 King St., Room 1900

Alexandria, VA 22313

703-838-4350

Fax: 703-838-6426

ci.alexandria.va.us/city/citizen_

assistance/consumer_affairs_

home.html

Office of the Commonwealth’s 

Attorney

Consumer Affairs Division

2425 Nimmo Pkwy.

Virginia Beach, VA 23456-9060

757-426-5836

Fax: 757-427-8779

E-mail: webforms@vbgov.com

www.vbgov.com/dept/oca

Washington

State Offices

Office of the Attorney General 

(See Regional Consumer 

Resource Centers)

1125 Washington St., SE

Olympia, WA 98504-0100

Toll free: 1-800-551-4636

www.atg.wa.gov

Regional Offices

Bellingham Consumer Resource 

Center (Island, San Juan, Skagit 

and Whatcom Counties)

Office of the Attorney General

103 East Holly St., Ste. 308

Bellingham, WA 98225-4728

360-738-6185

Toll free: 1-800-551-4636 (WA)

Fax: 360-738-6190

www.atg.wa.gov
142

State, County and City Consumer Protection Offices

Kennewick Consumer Resource 

Center (SE Washington)

Office of the Attorney General

500 N Morain St., Ste. 1250

Kennewick, WA 99336-2607

509-734-7140

Toll free: 1-800-551-4636 (WA)

Fax: 509-734-7475

www.atg.wa.gov

Seattle Consumer Resource 

Center (King, Snohomish, 

Clallam Jefferson Counties)

Office of the Attorney General

900 Fourth Ave., Ste. 2000

Seattle, WA 98164-1012

206-464-6684

Toll free: 1-800-551-4636

Fax: 206-464-6451

www.atg.wa.gov

Spokane Consumer Resource 

Center (NE Washington) 

Office of the Attorney General

1116 West Riverside

Spokane, WA 99201-1194

509-456-3123

Toll free: 1-800-551-4636

Fax: 509-458-3548

www.atg.wa.gov

Tacoma Consumer Resource 

Center (Pierce, Mason, Grays 

Harbor and Kitsap Counties)

Consumer Protection Division

Office of the Attorney General

PO Box 2317

Tacoma, WA 98401

253-593-2904

Toll free: 1-800-551-4636

Fax: 253-593-2449

www.atg.wa.gov

Vancouver Consumer Resource 

Center (SW Washington) 

Office of the Attorney General

1220 Main St., Ste. 549

Vancouver, WA 98660-2964

360-759-2150

Toll free: 1-800-551-4636 (WA)

Fax: 360-759-2159

www.atg.wa.gov/consumer

West Virginia

State Offices

Consumer Protection Division 

Office of the Attorney General

812 Quarrier St., 6th Floor

PO Box 1789

Charleston, WV 25326-1789

304-558-8986

Toll free: 1-800-368-8808 (WV)

Fax: 304-558-0184

E-mail: consumer@wvago.gov

www.wvago.us

Wisconsin

State Offices

Department of Agriculture, 

Trade and Consumer Protection

2811 Agriculture Dr.

PO Box 8911

Madison, WI 53708-8911

608-224-4949

Toll free: 1-800-422-7128 (WI)

TTY: 608-224-5058

Fax: 608-224-4939

E-mail: 

hotline@datcp.state.wi.us

www.datcp.state.wi.us

Regional Offices

Bureau of Consumer Protection

Dept. of Agriculture, Trade & 

Consumer Protection

200 North Jefferson St. 

Ste. 146A

Green Bay, WI 54301

920-448-5110

Toll free: 1-800-422-7128

Fax: 920-448-5118

E-mail: 

datcphotline@datcp.state.wi.us

datcp.state.wi.us

Bureau of Consumer Protection

Dept. of Agriculture, Trade and 

Consumer Protection

10930 West Potter Rd., Ste. C

Milwaukee, WI 53226-3450

414-266-1231

Toll free: 1-800-422-7128

www.datcp.state.wi.us

County Offices

Racine County Sherriff’s 

Department Consumer Fraud 

Investigation

717 Wisconsin Ave.

Racine, WI 53403

262-636-3126

Fax: 262-637-5279

Wyoming

State Offices

Consumer Protection Unit

Office of the Attorney General

123 Capitol 200 W 24th St.

Cheyenne, WY 82002

307-777-7841

Toll free: 1-800-438-5799

Fax: 307-777-6869

E-mail: 

agwebmaster@state.wy.us

attorneygeneral.state.wy.us
143

State Banking Authorities

Alabama

Superintendent of Banks

Center for Commerce, Ste. 689

401 Adams Ave.

Montgomery, AL 36130-1201

334-242-3452

Fax: 334-242-3500

www.banking.alabama.gov

Alaska

Division of Banking and Securities 

Department of Commerce, 

Community and Economic 

Development

PO Box 110807

Juneau, AK 99811-0807

907-465-2521

Toll free: 1-888-925-2521

TTY: 907-465-5437

Fax: 907-465-2549

E-mail: 

dbsc@commerce.state.ak.us

www.dced.state.ak.us/bsc

Arizona

State Banking Department

2910 North 44th St., Ste. 310

Phoenix, AZ 85018

602-255-4421

Toll free: 1-800-544-0708

Fax: 602-381-1225

www.azbanking.com

Arkansas

State Bank Department

400 Hardin Rd., Ste. 100

Little Rock, AR 72211

501-324-9019

Fax: 501-324-9028

E-mail: 

asbd@banking.state.ar.us

www.accessarkansas.org/bank

California

State Dept. of Financial Institutions

111 Pine St., Ste. 1100

San Francisco, CA 94111-5613

415-263-8555

Toll free: 1-800-622-0620 (CA - 

Consumer Complaints Against CA 

State-licensed Banks)

Fax: 415-989-5310

E-mail: consumer@dfi.ca.gov

www.dfi.ca.gov

Colorado

Division of Banking

Dept. of Regulatory Agencies

1560 Broadway, Ste. 975

Denver, CO 80202

303-894-7575

Fax: 303-894-7570

E-mail: 

banking@dora.state.co.us

www.dora.state.co.us/banking

Connecticut

Connecticut Dept. of Banking

260 Constitution Plaza

Hartford, CT 06103

860-240-8299

Toll free: 1-800-831-7225

www.state.ct.us/dob

Delaware

Office of the State Bank 

Commissioner

555 East Lockerman St., Ste. 210

Dover, DE 19901

302-739-4235

302-739-4235

Fax: 302-739-2356/302-739-3609

E-mail: gic@state.de.us

www.state.de.us/bank

District of Columbia

Department of Insurance, 

Securities and Banking

1400 L St., NW

Washington, DC 20005

202-727-1563

Fax: 202-727-1290

www.dbfi.dc.gov

Florida

Dept. of Financial Services

200 East Gaines St.

Tallahassee, FL 32399-0300

850-413-3100

Toll free: 1-800-342-2762 (FL)

Fax: 850-488-2349

E-mail: webmaster@fldfs.com

www.fldfs.com

Georgia

Dept. of Banking & Finance

2990 Brandywine Rd., Ste. 200

Atlanta, GA 30341-5565

770-986-1633

Toll free: 1-888-986-1633 (GA)

Fax: 770-986-1654

www.gadbf.org

Hawaii

Division of Financial 

Institutions

Department of Commerce 

and Consumer Affairs

335 Merchant St., Room 221

PO Box 2054

Honolulu, HI 96805

808-586-2820

Toll free in Molokai/Lanai: 

1-800-468-4644

Toll free: 1-800-274-3141 (Kauai)

Toll free: 1-800-984-2400 (Maui)

Toll free: 1-800-974-4000 (HI)

TTY: 808-586-2820

Fax: 808-586-2818

E-mail: dfi@dcca.hawaii.gov

www.hawaii.gov/dcca/dfi

Idaho

Department of Finance

PO Box 83720

Boise, ID 83720-0031

208-332-8000

Toll free: 1-888-346-3378 (ID)

Fax: 208-332-8098

E-mail: 

finance@finance.idaho.gob

finance.idaho.gov

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 

"Selected Federal Agencies" on page 115. Also see “Banking” on page 3.
144

State Banking Authorities

Illinois

Division of Banks & Real Estate

122 S Michigan Ave., Ste. 1900

Chicago, IL 60603

312-793-3000

Toll free: 1-877-793-3470

TTY: 312-793-0291

Fax: 312-793-7097

www.idfpr.com

Indiana

Dept. of Financial Institutions

30 S Meridian St., Ste. 300

Indianapolis, IN 46204

317-232-3955

Toll free: 1-800-382-4880 (IN)

Fax: 317-232-7655

www.in.gov/dfi

Iowa

Division of Banking

200 East Grand, Ste. 300

Des Moines, IA 50309-1827

515-281-4014

Toll free: 1-800-972-2018

Fax: 515-281-4862

E-mail: idob@max.state.ia.us

www.idob.state.ia.us

Kansas

Office of the State Bank 

Commissioner

700 Jackson St., Ste. 300

Topeka, KS 66603-3714

785-296-2266

Toll free: 1-877-387-8523 

(Consumer Helpline)

Fax: 785-296-0168

www.osbckansas.org

Kentucky

Dept. of Financial Institutions

1025 Capitol Center Dr., Ste. 200

Frankfort, KY 40601

502-573-3390

Toll free: 1-800-223-2579

Fax: 502-573-8787

www.dfi.state.ky.us

Louisiana

Office of Financial Institutions 

PO Box 94095

Baton Rouge, LA 70804-9095

225-925-4660

Fax: 225-925-4524

E-mail: ofila@ofi.louisiana.gov

www.ofi.state.la.us

Maine

Bureau of Financial Institutions 

36 State House Station

Augusta, ME 04333-0036

207-624-8570

Toll free: 1-800-965-5235

TTY: 207-624-8563

Fax: 207-624-8590

www.mainebankingreg.org

Maryland

Commisioner of Financial 

Regulation

500 North Calvert St., Ste. 402

Baltimore, MD 21202

410-230-6100

Toll free: 1-888-784-0136 (MD)

TTY: 410-767-2117

Fax: 410-333-0475 or 

410-333-3866

E-mail: finreg@dllr.state.md.us

www.dllr.state.md.us/finance

Massachusetts

Division of Banks

1 South Station

Boston, MA 02110

617-956-1500

Toll free: 1-800-495-2265 (MA)

TTY: 617-956-1577

Fax: 617-956-1599

E-mail: dobconsumer.

assistan@state.ma.us

www.mass.gov/dob

Michigan

Office of Financial and 

Insurance Services

611 W Ottawa St., 3rd Floor

PO Box 30220

Lansing, MI 48933-0220

517-373-3460

Toll free: 1-877-999-6442

Fax: 517-335-4978

E-mail: 

ofis-fin-info@michigan.gov

www.michigan.gov/ofis

Minnesota

Financial Examinations Division

Department of Commerce

85 Seventh Place East, Ste. 500

St. Paul, MN 55101

651-296-2715

Fax: 651-296-8591

E-mail: financial.commerce@

state.mn.us

www.commerce.state.mn.us

Mississippi

Dept. of Banking and 

Consumer Finance 

PO Box 23729

Jackson, MS 39225-3729

601-359-1031

Toll free: 1-800-844-2499 (MS)

Fax: 601-359-3557

E-mail: 

webmaster@dbcf.state.ms.us

www.dbcf.state.ms.us

Missouri

Department of Finance

PO Box 716

301 W High St., Room 630

Jefferson City, MO 65102

573-751-3242

Fax: 573-751-9192

E-mail: finance@dof.mo.gov

www.missouri-finance.org

Montana

Division of Banking & 

Financial Institutions

301 South Park, Ste. 316

PO Box 200546

Helena, MT 59620-0546

406-841-2920

Toll free: 1-800-914-8423

TTY: 406-444-1421

Fax: 406-841-2930

www.banking.mt.gov

Nebraska

Dept. of Banking & Finance

1230 ‘O’ St. 

Commerce Court, Ste. 400

PO Box 95006

Lincoln, NE 68509-5006

402-471-2171

Toll free: 1-877-471-3445

Fax: 402-471-3062

www.ndbf.org

Nevada

Financial Institutions Division Dept. 

of Business & Industry

2785 E Desert Inn Rd., Ste. 180

Las Vegas, NV 89121

702-486-4120

Toll free: 1-866-858-8951

Fax: 702-486-4563

E-mail: ctidd@fid.state.nv.us

www.fid.state.nv.us
145

State Banking Authorities

New Hampshire

State Banking Department

64B Old Suncook Rd.

Concord, NH 03301

603-271-3561

TTY: 1-800-735-2964 (Toll free)

Fax: 603-271-1090

www.state.nh.us/banking

New Jersey

Dept. of Banking and Insurance

20 West State St.

PO Box 325

Trenton, NJ 08625

609-292-3420 (Banking)

Fax: 609-292-5571

www.njdobi.org

New Mexico

Financial Institutions Division

Regulation and Licensing Dept.

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87501

505-426-4885

Fax: 505-476-4670

E-mail: rldfid@state.nm.us

www.rld.state.nm.us/FID

New York

Banking Department

Consumer Help Unit

1 State St.

New York, NY 10004-1417

212-709-5470

Toll free: 1-877-226-5697 

(NY - Consumer Services Hotline)

Fax: 212-709-1673

E-mail: 

consumer@banking.state.ny.us

www.banking.state.ny.us

North Carolina

North Carolina Commissioner 

of Banks

4309 Mail Service Center

Raleigh, NC 27699-4309

919-733-3016

Fax: 919-733-6918

www.nccob.org

North Dakota

Dept. of Financial Institutions

2000 Schafer St., Ste. G

Bismarck, ND 58501-1204

701-328-9933

TTY: 1-800-366-6888 (ND)

Fax: 701-328-9955

E-mail: dfi@nd.gov

www.nd.gov/dfi

Ohio

Division of Financial Institutions

Department of Commerce

77 South High St., 21st Floor

Columbus, OH 43215-6120

614-728-8400

Fax: 614-644-1631

www.com.state.oh.us/ODOC/dfi

Oklahoma

State Banking Department

4545 North Lincoln Blvd., Ste. 164

Oklahoma City, OK 73105

405-521-2782

Fax: 405-522-2993

www.osbd.state.ok.us

Oregon

Department of Consumer & 

Business Services

Division of Finance and 

Corporate Securities

350 Winter St., NE, Room 410

Salem, OR 97310

503-378-4140

Toll free: 1-866-814-9710 

(Fraud/Complaint 

Investigation)

TTY: 503-378-4100

Fax: 503-947-7862

E-mail: 

dcbs.dfcsmail@state.or.us

dfcs.oregon.gov

Pennsylvania

Department of Banking

17 N Second St., Ste. 1300

Harrisburg, PA 17101-2290

717-787-6991

717-214-8343

Toll free: 1-800-722-2657 (PA)

TTY: 1-800-679-5070 (Toll free)

Fax: 717-787-8773

www.banking.state.pa.us

Puerto Rico

Dept. of Financial Institutions

Fernandez Juncos Station

PO Box 11855

San Juan, PR 00910-3855

787-723-3131

Fax: 787-723-4042

www.cif.gov.pr

Rhode Island

Division of Banking

Department of Business 

Regulation

233 Richmond St., Ste. 231

Providence, RI 02903-4231

401-222-2246

TTY: 401-222-2999

Fax: 401-222-6098

E-mail: 

bankinquiry@dbr.state.ri.us

www.dbr.state.ri.us

South Carolina

State Board of Financial 

Institutions

1015 Sumter St., Room 309

Columbia, SC 29201

803-734-2001

Fax: 803-734-2013

www.state.sc.us/treasfinancial_

board

South Dakota

Division of Banking

217 1/2 W Missouri Ave.

Pierre, SD 57501-4590

605-773-3421

Fax: 605-773-5367

E-mail: 

drr.banking.info@state.sd.us

www.state.sd.us/banking

Tennessee

Dept. of Financial Institutions 

Consumer Resources Division

Nashville City Center

511 Union St., 4th Floor

Nashville, TN 37219

615-253-2023

Toll free: 1-800-778-4215

TTY: 615-253-7794

E-mail: TDFI.Consumer 

Resources@state.tn.us

www.tennessee.gov/tdfi
146

State Banking Authorities

Texas

Department of Banking

2601 North Lamar Blvd.

Austin, TX 78705

512-475-1300

Toll free: 1-877-276-5554 

(Consumer Hotline)

Fax: 512-475-1313

www.banking.state.tx.us

Utah

Dept. of Financial Institutions

PO Box 146800

Salt Lake City, UT 84114-6800

801-538-8830

Fax: 801-538-8894

www.dfi.utah.gov

Vermont

Department of Banking, 

Insurance, Securities &

Health Care Adm.

89 Main St., Drawer 20

Montpelier, VT 05620-3101

802-828-3301

802-828-3307 (Banking)

802-828-3420 (Securities)

Toll free: 1-800-964-1764 

(All Insurance Except Health)

Toll free: 1-800-631-7788 

(Healthcare)

Toll free: 1-877-550-3907 

(Securities)

Fax: 802-828-3306

E-mail: 

bankdiv@bishca.state.vt.us

www.bishca.state.vt.us

Virgin Islands

Chairman of Banking Board

Kongen’s Gade #18

Charlotte Amalie

St. Thomas, VI 00802

340-774-2991

Fax: 340-774-6953

www.ltg.gov.vi

Virginia

Bureau of Financial Institutions

1300 East Main St., Ste. 800

Richmond, VA 23219-3630

804-371-9657

Toll free: 1-800-552-7945 (VA)

TTY: 804-371-9206

Fax: 804-371-9416

E-mail: 

bfiquestions@scc.virginia.gov

www.scc.virginia.gov

Washington

Dept. of Financial Institutions

PO Box 41200

Olympia, WA 98504-1200

360-902-8700

Toll free: 1-877-746-4334

Fax: 360-586-5068

www.dfi.wa.gov

West Virginia

Division of Banking

State Capitol Complex 

Building 3, Room 311

1900 Kanawha Blvd., East

Charleston, WV 25305-0240

304-558-2294

Toll free: 1-800-642-9056 (WV)

Fax: 304-558-0442

www.wvdob.org

Wisconsin

Dept. of Financial Institutions

345 West Washington Ave. 

4th Floor

Madison, WI 53703

608-264-7969

Toll free: 1-800-452-3328 (WI)

TTY: 608-266-8818

Fax: 608-264-7968

E-mail: 

askthesecretary@dfi.state.wi.us

www.wdfi.org

Wyoming

Division of Banking

122 West 25th St.

Herschler Bldg., 3rd Floor, East

Cheyenne, WY 82002

307-777-7797

Fax: 307-777-3555

audit.state.wy.us/banking
147

State Insurance Regulators

Alabama

Department of Insurance 

201 Monroe St., Ste. 1700

PO Box 303351 (Zip 36130-3351)

Montgomery, AL 36104

334-269-3550

Fax: 334-241-4192

E-mail: 

insdept@insurance.state.al.us

www.aldoi.org

Alaska

Division of Insurance

Dept. of Commerce, Community 

& Economic Development

Robert B Atwood Building

550 W 7th Ave., Ste. 1560

Anchorage, AK 99501-3567

907-269-7900

TTY: 907-465-5437

Fax: 907-269-7910

E-mail: insurance@

commerce.state.ak.us

www.commerce.state.ak.us/insurance

Division of Insurance

Dept. of Commerce, Community 

& Economic Development

PO Box 110805

Juneau, AK 99811-0805

907-465-2515

TTY: 907-465-5437

Fax: 907-465-3422

E-mail: insurance@

commerce.state.ak.us

www.commerce.state.ak.us/insur ance

Arizona

Department of Insurance

Consumer Affairs Division

2910 North 44th St., Ste. 210

Phoenix, AZ 85018-7256

602-364-2499

602-364-3100

Toll free: 1-800-325-2548 (AZ)

Fax: 602-364-2505 (Complaints)

E-mail: consumers@id.state.az.us

www.id.state.az.us

Arkansas

Department of Insurance

1200 W Third St.

Little Rock, AR 72201-1904

501-371-2600

501-371-2640 

(Consumer Services)

Toll free: 1-800-282-9134 (AR)

Toll free: 1-800-852-5494 

(Consumer Services)

Toll free: 1-866-660-0888 

(Criminal Investigations 

- Insurance Fraud)

Fax: 501-371-2749

E-mail: insurance.consumers@

arkansas.gov

www.insurance.arkansas.gov

California

California Dept. of Insurance

300 Capitol Mall, Ste. 1700

Sacramento, CA 95814

916-492-3500

415-538-4010 (San Francisco}

213-346-6464 (Los Angeles)

Toll free: 1-800-927-4357 (CA)

Fax: 916-445-5280

www.insurance.ca.gov

Dept. of Managed Health Care, 

California HMO Help Center

(We serve all California Consumers 

that are enrolled in a California 

HMO, Blue Cross of California 

PPO, and Blue Shield of 

California PPO)

Sacramento, CA 95814-2725

Toll free: 1-888-466-2219 

(HMO Health Center Consumer 

Complaint Line)

Toll free: 1-877-525-1295 

(HMO Help Center Provider/

Physician Line)

TTY: 1-877-688-9891 (Toll free)

Fax: 916-229-0465 (Complaints) 

Fax: 916 229-4328 (Independent 

Medical Review)

E-mail: GenInfo@dmhc.ca.gov

www.hmohelp.ca.gov

Colorado

Division of Insurance

1560 Broadway, Ste. 850

Denver, CO 80202

303-894-7490 or 7499

Toll free: 1-800-930-3745 (CO)

TTY: 303-894-7880

Fax: 303-894-7455

www.dora.state.co.us/Insurance

Connecticut

Department of Insurance

Consumer Affairs Dept.

PO Box 816

Hartford, CT 06142-0816

860-297-3800

Toll free: 1-800-203-3447

Fax: 860-566-7410

E-mail: ctinsdept.consumeraffairs

@ct.gov

www.state.ct.us/cid

Delaware

Department of Insurance

841 Silver Lake Blvd.

Dover, DE 19904

302-674-7310

Toll free: 1-800-282-8611

Fax: 302-739-6278

E-mail: consumer@state.de.us

www.state.de.us/inscom

District of Columbia

Dept. of Insurance, 

Securities & Banking 

810 First St., NE, Ste. 701

Washington, DC 20002

202-727-8000

Fax: 202-535-1196

E-mail: info.disb@dcgov.org

disb.dc.gov

Each state has its own laws and regulations for each type of insurance. The officials listed below enforce 

these laws. Many of these offices can also provide you with information to help you make informed 

insurance buying decisions. See the “Insurance” section in Part I of this Handbook for advice. (p. 27).

If you have a question or complaint about your insurance company's policies, contact the company before 

you contact the state insurance regulator.
148

State Insurance Regulators

Florida

Office of Insurance Regulation

Dept. of Financial Services

200 East Gaines St.

Tallahassee, FL 32399-0322

850-413-3100

850-413-3140

Toll free: 1-800-342-2762 (FL)

TTY: 1-800-640-0886 (Toll free)

Fax: 850-488-2349

www.fldfs.com

Georgia

Insurance & Fire Safety

2 Martin Luther King, Jr. Dr.

704 West Tower

Atlanta, GA 30334

404-656-2070

Toll free: 1-800-656-2298 (GA)

TTY: 404-656-4031

Fax: 404-657-8542

www.inscomm.state.ga.us

Hawaii

Insurance Division

Department of Commerce 

and Consumer Affairs

PO Box 3614

Honolulu, HI 96811-3614

808-586-2790 or 2799

Fax: 808-587-6714

E-mail: 

insurance@dcca.hawaii.gov

www.hawaii.gov/dcca/ins

Idaho

Department of Insurance

700 West State St.

PO Box 83720

Boise, ID 83720-0043

208-334-4250

Toll free: 1-800-721-3272 (ID)

Fax: 208-334-4398

www.doi.state.id.us

Illinois

Division of Insurance

Department of Financial and 

Professional Regulation

100 West Randolph St., Ste. 9-100

Chicago, IL 60601-3395

312-814-4500

TTY: 312-814-2603

Fax: 312-814-4862

E-mail: Director@ins.state.il.us

www.state.il.us/ins

Division of Insurance

Department of Financial and 

Professional Regulation

320 West 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

Fax: 217-782-5020 or 217-558-2083 

(Complaints)

E-mail: director@ins.state.il.us

www.idfpr.com

Indiana

Department of Insurance

311 W Washington St., Ste. 300

Indianapolis, IN 46204-2787

317-232-2385

Toll free: 1-800-622-4461 (IN)

Toll free: 1-800-452-4800 

(In-state Senior Health 

Insurance Info)

Fax: 317-232-5251

www.state.in.us/idoi

Iowa

Division of Insurance

330 Maple St.

Des Moines, IA 50319

515-281-5705

Toll free: 1-877-955-1212

Fax: 515-281-3059

www.iid.state.ia.us

Kansas

Insurance Division

420 SW 9th St.

Topeka, KS 66612-1678

785-296-7801

Toll free: 1-800-432-2484 (KS)

TTY: 1-877-235-3151 (Toll free)

Fax: 785-296-2283

E-mail: commissioner@

ksinsurance.org

www.ksinsurance.org

Kentucky

Office of Insurance

215 West Main St.

PO Box 517

Frankfort, KY 40601

502-564-3630

Toll free: 1-800-595-6053

Fax: 502-564-1650

doi.ppr.ky.gov

Louisiana

Department of Insurance

1702 N Third St.

Baton Rouge, LA 70802

225-342-0895

225-342-5900

Toll free: 1-800-259-5300

Toll free: 1-800-259-5301

Fax: 254-342-3078

E-mail: public@ldi.state.la.us

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 (Toll free)

Fax: 207-624-8599

www.state.me.us/pfr/ins/ins_index.htm

Maryland

Insurance Administration

525 St. Paul Place

Baltimore, MD 21202-2272

410-468-2000

Toll free: 1-800-492-6116

TTY: 1-800-735-2258 (Toll free)

Fax: 410-468-2020

www.mdinsurance.state.md.us
149

State Insurance Regulators

Massachusetts

Division of Insurance

Consumer Service Section

1 South Station, 5th Floor

Boston, MA 02110-2208

617-521-7794

TTY: 617-521-7490

Fax: 617-521-7575

www.state.ma.us/doi

Michigan

Office of Financial and 

Insurance Services

611 West Ottawa St., 3rd Floor

PO Box 30220

Lansing, MI 48909

517-373-0220

Toll free: 1-877-999-6442

Fax: 517-335-4978

E-mail: ofis-info@michigan.gov

www.michigan.gov/ofis

Minnesota

Department of Commerce

Market Assurance Division

85 7th Place East, Ste. 500

St. Paul, MN 55101

651-296-2488

Toll free: 1-800-657-3602 (MN)

TTY: 651-296-2860

Fax: 651-296-4328

E-mail: market.assurance@

state.mn.us

www.commerce.state.mn.us

Mississippi

Department of Insurance

PO Box 79

Jackson, MS 39205

601-359-2453

Toll free: 1-800-562-2957 (MS)

Fax: 601-359-1077

E-mail: 

consumer@mid.state.ms.us

www.doi.state.ms.us

Missouri

Department of Insurance

PO Box 690

301 West High St., Room 530

Jefferson City, MO 65102-0690

573-751-4126

Toll free: 1-800-726-7390 (MO)

TTY: 573-526-4536

Fax: 573-526-4898

E-mail: 

askmdi@insurance.mo.gov

www.insurance.mo.gov

Montana

Department of Insurance

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148 (MT)

TTY: 406.444.3246

Fax: 406-444-3497

E-mail: stateauditor@mt.gov

www.sao.mt.gov

Nebraska

Department of Insurance

Terminal Building

941 O St., Ste. 400

Lincoln, NE 68508-3639

402-471-0888 (In Lincoln)

402-471-2201

Toll free: 1-877-564-7323 (NE)

TTY: 1-800-833-7351 (Toll free)

Fax: 402-471-6559

E-mail: consumer_affairs@

doi.state.ne.us

www.doi.ne.gov

Nevada

Division of Insurance

Department of Business 

& Industry

788 Fairview Dr., Ste. 300

Carson City, NV 89701

775-687-4270

Fax: 775-687-3937

E-mail: insinfo@doi.state.nv.us

www.doi.state.nv.us

Division of Insurance, 

State of Nevada

Department of Business 

& Industry

788 Fairview Drive, Ste. 300

Carson City, NV 89701-5491

775-687-4270

Fax: 775-687-3937

www.doi.state.nv.us

New Hampshire

Department of Insurance

21 South Fruit St., Ste. 14

Concord, NH 03301-2430

603-271-2261

Toll free: 1-800-852-3416 (NH)

TTY: 1-800-735-2964 (NH)

Fax: 603-271-1406

E-mail: requests@ins.nh.gov

www.nh.gov/insurance

New Jersey

Dept. of Banking & Insurance 

20 West State St.

PO Box 325

Trenton, NJ 08625

609-292-5360

609-292-5064 (Public Affairs)

Fax: 609-292-5571

www.njdobi.org

New Mexico

Department of Insurance

PO Box 1269

Santa Fe, NM 87504-1269

505-827-4601

Toll free: 1-800-947-4722 (NM)

Fax: 505-827-4734

www.nmprc.state.nm.us

New York

Consumer Services Bureau

Insurance Department

1 Commerce Plaza

Albany, NY 12257

518-474-6600

Toll free: 1-800-342-3736 (NY)

Fax: 518-474-6630

E-mail: 

consumers@ins.state.ny.us

www.ins.state.ny.us

Consumer Services Bureau

Insurance Department

65 Court St. #7

Buffalo, NY 14202

716-847-7618

Toll free: 1-800-342-3736 (NY)

Fax: 716-847-7925

E-mail: 

consumers@ins.state.ny.us

www.ins.state.ny.us

North Carolina

Department of Insurance

Dobbs Bldg. 

430 North Salisbury St.

1201 Mail Service Center

Raleigh, NC 27699-1201

919-733-2032

Toll free: 1-800-546-5664

Toll free: 1-800-662-7777

Fax: 919-733-0085

E-mail: consumer@ncdoi.net

www.ncdoi.com
150

State Insurance Regulators

North Dakota

Insurance Department

600 East Blvd. Ave.

5th Floor

Bismarck, ND 58505-0320

701-328-2440

Toll free: 1-800-247-0560 (ND)

TTY: 1-800-366-6888 (Toll free)

Fax: 701-328-4880

E-mail: insurance@nd.gov

www.nd.gov/ndins

Ohio

Office of Consumer Services 

Department of Insurance

2100 Stella Court

Columbus, OH 43215-1067

614-644-2673

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

Fax: 614-644-3744

www.ohioinsurance.gov

Oklahoma

Insurance Department

2401 NW 23rd St., Ste. 28

PO Box 53408

Oklahoma City, OK 73152-3408

405-521-2828

Toll free: 1-800-522-0071 (OK)

Fax: 405-521-6635

E-mail: feedback@

insurance.state.ok.us

www.oid.state.ok.us

Oregon

Insurance Division

350 Winter St., NE, Room 440-2

PO Box 14480, (ZIP 97309-0405)

Salem, OR 97301-3883

503-947-7984

Toll free: 1-888-877-4894 (OR)

Fax: 503-378-4351

E-mail: dcbs.insmail@state.or.us

www.insurance.oregon.gov

Pennsylvania

Bureau of Consumer Service

Insurance Department

1209 Strawberry Square

Harrisburg, PA 17120

717-787-2317

Toll free: 1-877-881-6388

Fax: 717-787-8585

E-mail: 

ra-in-consumer@state.pa.us

www.insurance.state.pa.us

Puerto Rico

Office of the Commissioner 

of Insurance

Call Box 8330

Fernandez Juncos Station

Santurce, PR 00910-8330

787-722-8686

787-721-5848

Toll free: 1-888-722-8686

Fax: 787-722-4402

www.ocs.gobierno.pr

Rhode Island

Insurance Division

Dept. of Business Regulation

233 Richmond St., Ste. 233

Providence, RI 02903-4233

401-222-2223

TTY: 401-222-2999

Fax: 401-222-5475

www.dbr.state.ri.us

South Carolina

Consumer Services

Department of Insurance

300 Arbor Lake Dr., Ste. 1200

PO Box 100105

Columbia, SC 29202

803-737-6180

Toll free: 1-800-768-3467 (SC)

Fax: 803-737-6231

E-mail: CnsmMail@doi.sc.gov

www.doi.sc.gov

South Dakota

Division of Insurance

Department of Revenue 

and Regulation

445 East Capital Ave.

Pierre, SD 57501

605-773-3563

Fax: 605-773-5369

www.state.sd.us/drr

Tennessee

Department of Commerce 

and Insurance

500 James Robertson Pkwy.

5th Floor

Nashville, TN 37243-0565

615-741-2241

Toll free: 1-800-342-4029 (TN)

Fax: 615-532-4994

www.state.tn.us/commerce

Texas

Department of Insurance

333 Guadalupe St.

PO Box 149104

Austin, TX 78714

512-463-6169

Toll free: 1-800-578-4677

Fax: 512-475-2005

www.tdi.state.tx.us

Utah

Department of Insurance

State Office Bldg., Room 3110

Salt Lake City, UT 84114-6901

801-538-3805

Toll free: 1-800-439-3805 (UT)

TTY: 801-538-3826

Fax: 801-538-3829

www.insurance.utah.gov

Vermont

Department of Banking, 

Insurance, Securities and 

Health Care Administration

89 Main St., Drawer 20

Montpelier, VT 05620-3101

802-828-3301

Toll free: 1-800-964-1784 (VT)

Toll free: 1-800-631-7788 

(Health Insurance)

Fax: 802-828-3306

www.bishca.state.vt.us

Virgin Islands

Division of Banking and Insurance 

No. 18 Kongens Gade

St. Thomas, VI 00802 

340-774-7166

Fax: 340-774-9458

www.itg.gov.vi
151

State Insurance Regulators

Virginia

Bureau of Insurance

State Corporation Commission

PO Box 1157

1300 East Main St. (Zip 23219) 

(Only for special delivery and 

walk-ins)

Richmond, VA 23218

804-371-9967

Toll free: 1-800-552-7945 (VA)

TTY: 804-371-9206

E-mail: bureauofinsurance@

scc.state.va.us

www.state.va.us/scc

Washington

Office of the Commssioner 

of Insurance

PO Box 40255

Olympia, WA 98504-0255

360-725-7103

Toll free: 1-800-562-6900 (WA)

TTY: 360-586-0241

Fax: 360-586-3109

E-mail: mikek@olc-wa-gov

www.insurance.wa.gov

West Virginia

Offices of the Insurance 

Commissioner

1124 Smith St.

PO Box 50540 (ZIP 25305-0540)

Charleston, WV 25301

304-558-3354

Toll free: 1-888-879-9842 (WV)

Fax: 304-558-0412

E-mail: 

wvins@wvinsurance.gov

www.wvinsurance.gov

Wisconsin

Office of the Commissioner 

of Insurance

125 S Webster St.

PO Box 7873 (Zip 53707-7873)

Madison, WI 53702

608-266-3585

Toll free: 1-800-236-8517 (WI)

TTY: Dial 711 and ask for 

608-266-3586

Fax: 608-266-9935

E-mail: information@oci.state.wi.us

www.oci.wi.gov

Wyoming

Department of Insurance Herschler 

Bldg. 122, West 25th St.

3rd Floor East

Cheyenne, WY 82002-0440

307-777-7401

Toll free: 1-800-438-5768 (WY)

Fax: 307-777-5895

E-mail: wyinsdep@state.wy.us

insurance.state.wy.us
152

State Securities Administrators

Alabama

Securities Commission

770 Washington Ave., Ste. 570

Montgomery, AL 36130-4700

334-242-2984

Toll free: 1-800-222-1253 (AL)

Fax: 334-242-0240

E-mail: asc@asc.alabama.gov

asc.state.al.us

Alaska

Division of Banking & Securities

Department of Commerce 

Community and Economic 

Development

PO Box 11807

150 3rd St., Ste. 217

Juneau, AK 99811-0807

907-465-2521

Toll free: 1-888-925-2521

TTY: 907-465-5437

Fax: 907-465-2549

www.commerce.state.ak.us

Arizona

Securities Division

Arizona Corporation Commission

1300 West Washington, 3rd Floor

Phoenix, AZ 85007

602-542-4242

Fax: 602-594-7470

E-mail: 

accsec@ccsd.cc.state.az.us

www.ccsd.cc.state.az.us

Arkansas

Securities Division

Heritage West Bldg., Ste. 300

201 East Markham,

Little Rock, AR 72201

501-324-9260

Toll free: 1-800-981-4429

Fax: 501-324-9268

E-mail: 

securities@mail.state.ar.us

www.arkansas.gov/arsec

California

Department of Corporations

1515 K St., Ste. 200

Sacramento, CA 95814-4052

916-445-7205

Toll free: 1-866-275-2677

www.corp.ca.gov

Colorado

Division of Securities

Dept. of Regulatory Agencies

1560 Broadway, Ste. 900

Denver, CO 80202

303-894-2320

TTY: 1-800-659-2656 (Toll free)

Fax: 303-861-2126

E-mail: 

securities@dora.state.co.us

www.dora.state.co.us/securities

Connecticut

Department of Banking 

Government Relations 

and Consumer Affairs

260 Constitution Plaza

Hartford, CT 06103-1800

860-240-8299

Toll free: 1-800-831-7225

Fax: 860-240-8178

E-mail: 

banking.complaints@ct.gov

www.ct.gov/dob

Delaware

Division of Securities Department 

of Justice

State Office Bldg.

820 North French St., 5th Floor

Wilmington, DE 19801

302-577-8424

TTY: 302-577-5783

Fax: 302-577-6987

www.state.de.us/securities

District of Columbia

Dept. of Insurance, Securities 

and Banking

810 First St., NE, Ste. 701

Washington, DC 20002

202-727-8000

Fax: 202-535-1196

E-mail: disb@dcgov.org

disb.dc.gov

Florida

Office of Financial Regulation

200 East Gaines St.

Tallahassee, FL 32399-0370

850-410-9898

Toll free: 1-800-342-2762 (FL)

Fax: 850-410-9748

E-mail: fldbf@dfs.state.fl.us

www.fldfs.com

Georgia

Division of Securities and 

Business Regulations 

Office of the Secretary of State

2 MLK Jr. Dr. SE, Ste. 802

West Tower

Atlanta, GA 30334

404-656-3920

Toll free: 1-888-733-7427

Fax: 404-657-8410

E-mail: 

securities@sos.state.ga.us

www.sos.state.ga.us

Hawaii

Business Registration Division 

Department of Commerce 

and Consumer Affairs

335 Merchant St., Room 201

2nd Floor

Honolulu, HI 96813

808-586-2744

Fax: 808-586-2733

www.hawaii.gov

Each state has its own laws and regulations for securities brokers and securities including stocks, 

mutual funds, commodities, real estate, etc. The officials and agencies listed below enforce these 

laws and regulations. Many of these offices can also provide information to help you 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. 34). 
153

State Securities Administrators

Idaho

Department of Finance

700 W. State St., 2nd Floor

PO Box 83720 (ZIP 83720-0031)

Boise, ID 83702

208-332-8000

Toll free: 1-888-346-3378 (ID)

Fax: 208-332-8097

finance.idaho.gov

Illinois

Securities Department 

Secretary of State

300 W. Jefferson St, Ste. 300A

Springfield, IL 62702

217-782-2256

Toll free: 1-800-628-7937 (IL)

Fax: 217-782-8876

www.sos.state.il.us

Indiana

Securities Division

Office of the Secretary of State

201 Statehouse

Indianapolis, IN 46204

317-232-6531

Toll free: 1-800-223-8791 (IN)

www.state.in.us/sos

Iowa

Securities and Regulated 

Industries Bureau

340 Maple St.

Des Moines, IA 50319-0066

515-281-4441

Toll free: 1-800-351-4665

Fax: 515-281-3059

E-mail: iowasec@iid.state.ia.us

www.iid.state.ia.us

Kansas

Office of the Securities 

Commissioner

618 South Kansas Ave., 2nd Floor

Topeka, KS 66603-3804

785-296-3307

Toll free: 1-800-232-9580 (KS)

Fax: 785-296-6872

E-mail: 

ksecom@cjnetworks.com

www.ink.org/public/ksecom

Kentucky

Division of Securities

Dept. of Financial Institutions

1025 Capitol Center Dr., Ste. 200

Frankfort, KY 40601-3868

502-573-3390

Toll free: 1-800-223-2579

Fax: 502-573-0086

www.kfi.ky.gov

Louisiana

Securities Division

Office of Financial Institutions

8660 United Plaza Blvd., 2nd Floor

Baton Rouge, LA 70809

225-925-4660

Fax: 225-925-4548

www.ofi.state.la.us

Maine

Office of Securities

121 State House Station

Augusta, ME 04333-0121

207-624-8551

Toll free: 1-877-624-8551 (ME)

TTY: 1-888-577-6690

Fax: 207-624-8590

www.mainesecuritiesreg.org

Maryland

Securities Division

Office of the Attorney General

200 Saint Paul Place

Baltimore, MD 21202-2020

410-576-6360

Toll free: 1-888-743-0023 (MD)

TTY: 410-576-6372

Fax: 410-576-6532

E-mail: 

securities@oag.state.md.us

www.oag.state.md.us

Massachusetts

Office of the Secretary of State One 

Ashburton Place, 17th Floor

Boston, MA 02108

617-727-3548

Toll free: 1-800-269-5428 (MA)

TTY: 617-878-3889

Fax: 617-248-0177

E-mail: 

securities@sec.state.ma.us

www.sec.state.ma.us/sct

Michigan

Office of Financial and 

Insurance Services

611 W. Ottawa St., 3rd Floor

PO Box 30220

Lansing, MI 48909

517-373-0220

Toll free: 1-877-999-6442

Fax: 517-335-4978

www.michigan.gov/ofis

Minnesota

Department of Commerce

85 Seventh Place East, Ste. 500

St. Paul, MN 55101

651-296-4026

Toll free: 1-800-657-3602 (MN)

TTY: 651-296-2860

Fax: 651-296-4328

E-mail: 

securities.commerce@statemn.us

www.commerce.state.mn.us

Mississippi

Business Regulation 

and Enforcement

Secretary of State’s Office

401 Mississippi St.

PO Box 136 (ZIP 39205)

Jackson, MS 39201

601-359-1350

Toll free: 1-800-256-3494

Fax: 601-359-1499

www.sos.state.ms.us

Missouri

Commissioner of Securities

PO Box 1276

Jefferson City, MO 65102

573-751-4136

Toll free: 1-800-721-7996 (MO)

Fax: 573-526-3124

ago.missouri.gov/divisions/consum

erprotection.htm

Montana

Securities Division

State Auditor

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148 (MT)

Fax: 406-444-3497

www.sao.state.mt.us
154

State Securities Administrators

Nebraska

Dept. of Banking & Finance

Bureau of Securities

PO Box 95006

Lincoln, NE 68509-5006

402-471-3445

www.ndbf.org

Nevada

Securities Division

Office of the Secretary of State

555 East Washington Ave.

Ste. 4000

Las Vegas, NV 89101

702-486-2880

Fax: 702-486-2888

E-mail: nvsec@sos.nv.gov

www.sos.state.nv.us

New Hampshire

Bureau of Securities Regulation

Department of State

107 N Main St.

State House, Room 204

Concord, NH 03301-4989

603-271-1463

Fax: 603-271-7933

www.sos.nh.gov/securities

New Jersey

Bureau of Securities

Dept. of Law and Public Safety

PO Box 47029 (ZIP 07101)

153 Halsey St., 6th Floor

Newark, NJ 07102

973-504-3600

Fax: 973-504-3601

www.state.nj.us/lps/ca/home.htm

New Mexico

Securities Division

Regulation & Licensing Dept.

2550 Cerrillos Rd.

Santa Fe, NM 87505

505-476-4580

Toll free: 1-800-704-5533 (NM)

Fax: 505-984-0617

www.rld.state.nm.us

New York

Bureau of Investor Protection 

and Securities

Office of the Attorney General

120 Broadway

New York, NY 10271

212-416-8200

Fax: 212-416-8816

www.oag.state.ny.us

North Carolina

Securities Division

2 South Salisbury St.

Raleigh, NC 27601

919-733-3924

Toll free: 1-800-688-4507 

(Investor Hotline)

Fax: 919-821-0818

www.sosnc.com

North Dakota

Securities Department

State Capitol, 5th Floor

600 E Blvd. Ave.

Bismarck, ND 58505-0510

701-328-2910

Toll free: 1-800-297-5124 (ND)

Fax: 701-328-2946

E-mail: ndsecurities@state.nd.us

www.ndsecurities.com

Ohio

Division of Securities

77 South High St., 22nd Floor

Columbus, OH 43215-6131

614-644-7381

Toll free: 1-800-788-1194 

(Investor Protection Hotline)

Fax: 614-466-3316

www.securities.state.oh.us

Oklahoma

Department of Securities

First National Center

120 North Robinson, Ste. 860

Oklahoma City, OK 73102

405-280-7700

Fax: 405-280-7742

E-mail: 

general@securities.state.ok.us

www.securities.state.ok.us

Oregon

Department of Consumer & 

Business Services 

Division of Finance and 

Corporate Securities

350 Winter St., NE

PO Box 14480

Salem, OR 97309-0405

503-378-4100

Toll free: 1-866-814-9710

TTY: 503-378-4100

Fax: 503-378-6444

E-mail: 

dcbs.fcsmail@state.or.us

egov.oregon.gov/DCBS

Pennsylvania

Securities Commission

ATTN: Office of Secretary

Eastgate Office Building 

2nd Floor

1010 North 7th St.

Harrisburg, PA 17102-1410

717-787-8061

Toll free: 1-800-600-0007 (PA)

Fax: 717-783-5122

E-mail: 

pscwebmaster@state.pa.us

www.psc.state.pa.us

Puerto Rico

Office of the Commissioner 

of Financial Institutions

Centro-Europa Building 

Ste. 600, 1492 Ponce de Leon Ave.

PO Box 11855

San Juan, PR 00910-3855

787-723-8445

Toll free: 1-800-981-7711

Fax: 787-723-4225

E-mail: 

querellas@ocif.gobierno.pr

www.cif.gov.pr

Rhode Island

Securities Division

233 Richmond St., Ste. 232

Providence, RI 02903-4232

401-222-3048

TTY: 711 (Rhode Island Only)

Fax: 401-222-5629

www.dbr.state.ri.us
155

State Securities Administrators

South Carolina

Securities Division

Office of the Attorney General

P. O. Box 11549

Columbia, SC 29211-1549

803-734-9916

803-734-3970

Fax: 803-734-4323

www.scsecurities.org

South Dakota

Division of Securities

445 East Capitol Ave.

Pierre, SD 57501-3185

605-773-4823

605-773-3311

Fax: 605-773-5953

www.state.sd.us/dcr/securities

Tennessee

Securities Division

Department of Commerce 

and Insurance

Davy Crockett Tower, Ste. 680

500 James Robertson Pkwy.

Nashville, TN 37243

615-741-2241

Toll free: 1-800-863-9117 (TN)

www.state.tn.us/commerce

Texas

State Securities Board

PO Box 13167 (ZIP 78711-3167)

208 East 10th, 5th Floor

Austin, TX 78701

512-305-8300

Fax: 512-305-8310

www.ssb.state.tx.us

Utah

Division of Securities Department 

of Commerce

160 East 300 South, 2nd Floor

PO Box 146760

Salt Lake City, UT 84114-6760

801-530-6600

Toll free: 1-800-721-7233 (UT)

Fax: 801-530-6980

www.commerce.state.ut.us

Vermont

Dept. of Banking, Insurance, 

Securities & Health Care Adm. 

89 Main St., Drawer 20

Montpelier, VT 05620-3101

802-828-3420

Fax: 802-828-2896

www.bishca.state.vt.us/Securities 

Div/securindex.htm

Virginia

Division of Securities and 

Retail Franchising

State Corporation Commission

PO Box 1197

Richmond, VA 23218

804-371-9051

Toll free: 1-800-552-7945 (VA)

TTY: 804-371-9203

Fax: 804-371-9911

www.scc.virginia.gov/division/srf

Washington

Securities Division

Dept. of Financial Institutions

PO Box 9033

Olympia, WA 98507-9033

360-902-8700

Toll free: 1-877-746-4334

TTY: 360-664-8126

Fax: 360-586-5068

www.dfi.wa.gov

West Virginia

Securities Commission

State Auditor’s Office

State Capitol Bldg 1, Room W100

Charleston, WV 25305

304-558-2257

Toll free: 1-888-368-9507

Fax: 304.558.4211

E-mail: securities@wvsao.gov

www.wvauditor.com

Wisconsin

Division of Securities

Dept. of Financial Institutions

PO Box 1768

Madison, WI 53701-1768

608-266-1064

Toll free: 1-800-472-4325 (WI)

TTY: 608-266-8818

Fax: 608-264-7979

www.wdfi.org

Wyoming

Securities Division

Office of the Secretary of State

State Capitol Bldg.

200 West 24th St.

Cheyenne, WY 82002-0020

307-777-7370

Fax: 307-777-6217

E-mail: securities@state.wy.us

soswy.state.wy.us
156

State Utilities Commissions

Alabama

Public Service Commission

PO Box 304260

Montgomery, AL 36130

Toll free: 1-800-392-8050 (AL)

Fax: 334-242-0727

www.psc.state.al.us

Alaska

Regulatory Commission of Alaska

701 W 8th Ave., Ste. 300

Anchorage, AK 99501-3469

907-276-6222

Toll free: 1-800-390-2782

TTY: 907-276-4352

Fax: 907-276-0160

E-mail: cp_rca@rca.state.ak.us

www.state.ak.us/rca

Arizona

Arizona Corporation Commission

1300 West Washington St.

Phoenix, AZ 85007-2929

602-542-3026

Toll free: 1-800-345-5819 (AZ)

TTY: 602-542-2105

Fax: 602-542-5560

E-mail: 

mailmaster@cc.state.az.us

www.cc.state.az.us

Arkansas

Public Service Commission

PO Box 400

1000 Center St.

Little Rock, AR 72203-0400

501-682-2051

501-682-1718 (Complaints)

Toll free: 1-800-482-1164 

(AR - Complaints)

TTY: 1-800-682-2898 (Toll free)

Fax: 501-682-5731

www.state.ar.us/psc

California

Public Utilities Commission

505 Van Ness Ave., Room 5218

San Francisco, CA 94102

415-703-2782

Toll free: 1-800-649-7570 

(CA - Utility Complaints)

TTY: 415-703-2032

Fax: 415-703-1758

www.cpuc.ca.gov

Colorado

Public Utilities Commission

1580 Logan St., Ste. OL2

Denver, CO 80203

303-894-2070

Toll free: 1-800-456-0855 (CO)

TTY: 303-894-2512

Fax: 303-894-2532

E-mail: PUConsumerComplaints

 @dora.state.co.us

www.dora.state.co.us/puc

Connecticut

Dept. of Public Utility Control

10 Franklin Square

New Britain, CT 06051

860-827-1553

Toll free: 1-800-382-4586 (CT)

TTY: 860-827-2837

Fax: 860-827-2613

www.state.ct.us/dpuc

Delaware

Public Service Commission

Cannon Bldg. Ste. 100

861 Silver Lake Blvd.

Dover, DE 19904

302-739-4247

Toll free: 1-800-282-8574 (DE)

TTY: 302-739-4333

Fax: 302-739-4849

www.state.de.us/delpsc

District of Columbia

Public Service Commission - DC

1333 H St., NW

Ste. 200, West Tower

Washington, DC 20005

202-626-5100 

(Consumer Services Division)

Fax: 202-393-1389

E-mail: support@dcpsc.org

www.dcpsc.org

Florida

Florida Public Service 

Commission 

2540 Shumard Oak Blvd.

Tallahassee, FL 32399-0850

850-413-6330

Toll free: 1-800-342-3552 (FL)

TTY: 1-800-955-8771

Fax: 800-511-0809

E-mail: contact@psc.state.fl.us

www.floridapsc.com

Georgia

Public Service Commission

244 Washington St., 1st Floor

Atlanta, GA 30334

404-656-4501

Toll free: 1-800-282-5813 (GA)

Fax: 404-656-2341

E-mail: gapsc@psc.state.ga.us

www.psc.state.ga.us

Hawaii

Public Utilities Commission

465 South King St., Room 103

Honolulu, HI 96813

808-586-2020

Fax: 808-586-2066

E-mail: Hawaii.PUC@hawaii.gov

www.hawaii.gov/budget/puc

State utility commissions regulate services and rates for gas, electricity and telephones within your 

state. In some states, the utility commissions regulate other services such as water, transportation, 

and the moving of household goods. Rates for utilities and services provided between states are 

regulated by the Federal Government. 

Many utility commissions handle consumer complaints. Sometimes, if a number of complaints are 

received about the same utility matter, they will conduct investigations.
157

State Utilities Commissions

Idaho

Public Utilities Commission

PO Box 83720

Boise, ID 83720-0074

208-334-0300

Toll free: 1-800-432-0369 (ID)

TDD: 1-800-337-1363 (Toll free)

TTY: 1-800-377-3529 (Toll free)

Fax: 208-334-3762

www.puc.state.id.us

Illinois

Commerce Commission

527 East Capitol Ave.

Springfield, IL 62701

217-785-7456

Toll free: 1-800-524-0795 (IL)

TTY: 1-800-858-9277 (Toll free)

Fax: 217-782-1042

www.icc.illinois.gov

Indiana

Utility Regulatory Commission

Consumer Affairs Division

302 W Washington St., Ste. E-306

Indianapolis, IN 46204

317-232-2712

Toll free: 1-800-851-4268 (IN)

TTY: 317-232-8556

Fax: 317-233-2410

www.IN.gov/iurc

Iowa

Utilities Board 

350 Maple St.

Des Moines, IA 50319-0069

515-281-3839

Toll free: 1-877-565-4450 (IA)

Fax: 515-281-5329

E-mail: 

iubcustomer@iub.state.ia.us

www.state.ia.us/iub

Kansas

Corporation Commission

1500 SW Arrowhead Rd.

Topeka, KS 66604-4027

785-271-3100

Toll free: 1-800-662-0027 (KS)

Fax: 785-271-3354

E-mail: 

public.affairs@kcc.state.ks.us

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 

(KY - Complaints)

TTY: 1-800-648-6056

Fax: 502-564-3460

www.psc.state.ky.us

Louisiana

Public Service Commission

PO Box 91154

602 North Fifth St., 

Galvez Bldg. 12th Floor

Baton Rouge, LA 70821-9154

225-342-4404

Toll free: 1-800-256-2397 (LA)

Fax: 225-342-2831

www.lpsc.org

Maine

Public Utilities Commission

242 State St.

Augusta, ME 04333-0018

207-287-3831

Toll free: 1-800-452-4699 (ME)

TTY: 1-800-437-1220

Fax: 207-287-1039

E-mail: maine.puc@maine.gov

www.state.me.us/mpuc

Maryland

Public Service Commission

6 St. Paul St., 16th Floor

Baltimore, MD 21202-6806

410-767-8000

Toll free: 1-800-492-0474 (MD)

TTY: 1-800-735-2258 (MD)

Fax: 410-333-6495

E-mail: mpsc@psc.state.md.us

www.psc.state.md.us/psc

Massachusetts

Dept. of Telecommunications 

and Energy

1 South Station, 12th Floor

Boston, MA 02110

617-305-3500

Toll free: 1-800-392-6066

TTY: 1-800-323-6066 (Toll free)

Fax: 617-478-2591

www.magnet.state.ma.us/dpu

Michigan

Public Service Commission

6545 Mercantile Way, Ste. 7

PO Box 30221

Lansing, MI 48909

517-241-6180

Toll free: 1-800-292-9555 (MI)

Fax: 517-241-6181

E-mail: mpsc_commissioners@

 michigan.gov

www.michigan.gov/mpsc

Minnesota

Public Utilities Commission

121 7th Place East, Ste. 350

St. Paul, MN 55101-2147

651-296-0406

Toll free: 1-800-657-3782

Fax: 651-297-7073

E-mail: 

consumer.puc@state.mn.us

www.puc.state.mn.us

Mississippi

Public Service Commission

Woolfolk Building

501 N West St.

Jackson, MS 39201

601-961-5440 (South District)

601-961-5430 (Central District)

601-961-5450 (Chairman & 

Northern District)

Toll free: 1-800-356-6429 

(South District)

Toll free: 1-800-356-6430 

(Central District)

Toll free: 1-800-637-7722 

(Chairman & North District)

Fax: 601-961-5464 

(Chairman & North District) 

601-961-5842(South District) 

601-961-5824(Central District)

www.psc.state.ms.us

Missouri

Public Service Commission

PO Box 360

Jefferson City, MO 65102

573-751-3234

Toll free: 1-800-392-4211 (MO)

TTY: 711 (MO Only)

Fax: 573-526-1500

www.psc.mo.gov
158

State Utilities Commissions

Montana

Public Service Commission

1701 Prospect Ave.

PO Box 202601

Helena, MT 59620-2601

406-444-6199

Toll free: 1-800-646-6150 (MT)

TTY: 406-444-6199

Fax: 406-444-7618

psc.mt.gov

Nebraska

Public Service Commission

300 The Atrium, 1200 N St.

PO Box 94927 (Zip 68508-4927)

Lincoln, NE 68509

402-471-3101

Toll free: 1-800-526-0017 (NE)

TTY: 402-471-0213

Fax: 402-471-0254

www.psc.state.ne.us

Nevada

Public Utilities Commission

1150 East William St.

Carson City, NV 89701

775-684-6101

702-486-2600 (Las Vegas)

775-738-4914 (Elko)

Toll free: 1-800-992-0900 

ext. 4610 (NV)

Fax: 775-684-6110

puc.state.nv.us

New Hampshire

Public Utilities Commission

21 South Fruit St, Ste. 10

Concord, NH 03301-2429

603-271-2431

Toll free: 1-800-852-3793 (NH)

TTY: 1-800-735-2964 (NH)

Fax: 603-271-3878

E-mail: www.puc.nh.gov

www.puc.state.nh.us

New Jersey

Board of Public Utilities

2 Gateway Center

Newark, NJ 07102

973-648-2026

Toll free: 1-800-624-0241 (NJ)

www.bpu.state.nj.us

New Mexico

Public Regulation Commission 

Consumer Relations Division

PO Drawer 1269

Santa Fe, NM 87504-1269

505-827-6940

Toll free: 1-800-663-9782 (NM)

Toll free: 1-800-947-4722 (NM)

TTY: 505-827-6911

Fax: 505-827-6973

www.nmprc.state.nm.us

New York

Public Service Commission

Office of Consumer Service

3 Empire State Plaza

Albany, NY 12223-1350

518-474-3280

Toll free: 1-800-342-3377 

(NY - Complaints - Gas/

Electric/Telephone)

Toll free: 1-888-275-7721 

(PSC Competition Info)

Toll free: 1-866-476-7697

(Green Power Information)

Fax: 518-474-1691

www.askpsc.com

North Carolina

NC Utilities Commission 

Public Staff

Consumer Services

4326 Mail Service Center

Raleigh, NC 27699-4326

919-733-9277

Toll free: 1-866-380-9816

Fax: 919-733-4744

E-mail: 

consumer.services@ncmail.net

www.ncuc.commerce.state.nc.us

North Dakota

Public Service Commission

600 E Boulevard Ave., Dept 408

12th Floor

Bismarck, ND 58505-0480

701-328-2400

TTY: 1-800-366-6888 (ND)

Fax: 701-328-2410

E-mail: ndpsc@nd.gov

www.psc.state.nd.us

Ohio

Public Utilities Commission

180 East Broad St.

Columbus, OH 43215-3793

614-466-3292

Toll free: 1-800-686-7826 (OH)

TTY: 1-800-686-1570 (OH)

Fax: 614-752-8351

www.puco.ohio.gov

Oklahoma

Corporation Commission

PO Box 52000

Oklahoma City, OK 73152-2000

405-521-2211

Toll free: 1-800-522-8154 (OK)

TTY: 405-521-3513

Fax: 405-521-2087

www.occeweb.com

Oregon

Public Utility Commission 

Consumer Services Division

550 Capitol St., NE, Ste. 215

PO Box 2148

Salem, OR 97308-2148

503-378-6600

Toll free: 1-800-522-2404 

(OR - Consumer Services)

TTY: 1-800-553-9600 (OR)

Fax: 503-378-5743

E-mail: 

puc.consumer@state.or.us

www.puc.state.or.us

Pennsylvania

Public Utility Commission 

PO Box 3265

Harrisburg, PA 17105-3265

717-783-7349

Toll free: 1-800-782-1110 (PA)

Fax: 717-787-5813

puc.paonline.com

Puerto Rico

Public Service Commission

PO Box 190870

Hato Rey Station

San Juan, PR 00919-0870

787-756-1919

Fax: 787-756-8086

www.naruc.org
159

State Utilities Commissions

Rhode Island

Public Utilities Commission

89 Jefferson Boulevard

Warwick, RI 02888

401-941-4500

TTY: 401-277-3500

Fax: 401-941-4885

www.ripuc.org

South Carolina

Office of Regulatory Staff

Consumer Services Dept.

PO Box 11263

Columbia, SC 29211

803-737-5230

Toll free: 1-800-922-1531 (SC)

TTY: 1-800-735-2905 (SC)

www.regulatorystaff.sc.gov

South Dakota

Public Utilities Commission 

Consumer Affairs

500 East Capitol Ave.

Pierre, SD 57501-5070

605-773-3201

Toll free: 1-800-332-1782 

(Consumer Affairs)

Fax: 605-773-3809

www.state.sd.us/puc/puc.htm

Tennessee

Tennessee Regulatory Authority

460 James Robertson Pkwy.

Nashville, TN 37243-0505

615-741-8953

Toll free: 1-800-342-8359

TTY: 1-888-276-0677 (Toll free)

Fax: 615-741-5015

www.state.tn.us/tra

Texas

Public Utility Commission

1701 North Congress Ave.

PO Box 13326

Austin, TX 78711-3326

512-936-7000

Toll free: 1-888-782-8477 

TTY: 512-936-7136

Fax: 512-936-7003

E-mail: 

customer@puc.state.tx.us

www.puc.state.tx.us

Utah

Public Service Commission 

160 East 300 South

Salt Lake City, UT 84111

801-530-6716

Toll free: 1-866-777-8824 (UT)

TTY: 801-530-6638

Fax: 801-530-6796

E-mail: psccal@utah.gov

www.psc.state.ut.us

Vermont

Public Service Board

112 State St., Drawer 20

Montpelier, VT 05620-2701

802-828-2358

TTY: 1-800-253-0191 (VT)

Fax: 802-828-3351

E-mail: clerk@psb.state.vt.us

www.state.vt.us/psb

Virginia

State Corporation Commission

PO Box 1197

Richmond, VA 23218

804-371-9967

Toll free: 1-800-552-7945 (VA)

TTY: 804-371-9206

Fax: 804-371-9211

www.scc.virginia.gov

Washington

Utilities and Transportation 

Commission

1300 S Evergreen Park Dr., SW

PO Box 47250

Olympia, WA 98504

360-664-1160

TTY: 1-800-416-5289 (Toll free)

Fax: 360-586-1150

www.wutc.wa.gov

West Virginia

Public Service Commission

201 Brooks St.

Charleston, WV 25301

304-340-0300

Toll free: 1-800-344-5113 (WV)

Fax: 304-340-0325

www.psc.state.wv.us

Wisconsin

Public Service Commission 

Consumer Affairs Unit

610 North Whitney Way 

PO Box 7854 (Zip 53707-7854)

Madison, WI 53705

608-266-5481

Toll free: 1-888-816-3831

TTY: 608-267-1479

Fax: 608-266-3957

psc.wi.gov

Wyoming

Public Service Commission 

2515 Warren Ave., Ste. 300

Cheyenne, WY 82002

307-777-7427

Toll free: 1-888-570-9905 (WY)

TTY: 307-777-7427

Fax: 307-777-5700

psc.state.wy.us
160

Trade and Professional Associations

Provided financial support for the publication 

of the Consumer Action Handbook.

Accrediting Council for 

Independent Colleges and 

Schools (ACICS)

750 First St., NE, Ste. 980

Washington, DC 20002

202-336-6780

Fax: 202-842-2593

E-mail: info@acics.org

www.acics.org

ACICS is an association of 

accredited career schools training 

in business and business-related 

subjects.

AFSA Education Foundation

919 Eighteenth St., NW

Washington, DC 20006

202-296-5544

Fax: 202-223-0321

E-mail: info@afsaef.org

www.afsaef.org

The AFSA Education Foundation 

develops personal money 

management educational materials 

to help the public understand the 

credit process, seek help if credit 

problems occur, and realize the 

benefits of responsible money 

management.

Alliance of Automobile 

Manufacturers

1401 Eye St., NW, Ste. 900

Washington, DC 20005

202-326-5500

Fax: 202-326-5598

www.autoalliance.org

The Alliance represents the 

common interests of its members 

on a broad range of public policy 

issues. 

★

American Apparel 

Manufacturers Association

1601 North Kent St., Ste. 1200

Arlington, VA 22209

703-524-1864

Toll free: 1-800-520-2262

Fax: 703-522-6741

www.apparelandfootwear.org

Membership: manufacturers 

of clothing.

American Arbitration 

Association

335 Madison Ave., 10th Floor

New York, NY 10017

Toll free: 1-800-778-7879

www.adr.org

This association is a not-forprofit public service organization 

committed to the resolution of 

disputes through arbitration, 

mediation, conciliation and other 

voluntary procedures. 

American Association of Homes 

and Services for the Aging

2519 Connecticut Ave., NW

Washington, DC 20008-1520

202-783-2242

Fax: 202-783-2255

E-mail: info@aahsa.org

www.aahsa.org

AAHSA is committed to advancing 

the vision of healthy, affordable, 

ethical aging services for America. 

The association represents 

5,600 mission-driven, not-forprofit nursing homes, continuing 

care retirement communities, 

assisted living and senior housing 

facilities, and community service 

organizations.

★

American Bankers Association

1120 Connecticut Ave., NW

Washington, DC 20036

202-663-5000

Toll free: 1-800-226-5377

Fax: 202-663-7578

www.aba.com

The American Bankers 

Association is the largest banking 

trade association in the country. It 

will provide consumer education 

materials on request.

American Bar Association

740 15th St., NW

Washington DC, 20005

321 N Clark St.

Chicago, IL 60610

312-988-5000

202-662-1680

Fax: 312-988-5177

E-mail: askaba@abanet.org

www.abanet.org

The Bar Association publishes 

a directory of state and local 

alternative dispute resolution 

programs and provides consumer 

information on request.

American Collectors 

Association (ACA)

PO Box 390106

Minneapolis, MN 55439

952-926-6547

Fax: 952-926-1624

www.acainternational.org

ACA International is the leading 

trade association for credit and 

collection companies.

American Council of Life 

Insurers

101 Constitution Ave., Ste. 700

Washington, DC 20001-2133

202-624-2000

Toll free: 1-800-942-4242 

(Consumer Helpline)

Fax: 202-624-2319

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 web sites. 

If you have a problem with a company and cannot resolve it by working directly with that firm, ask if the company is a member of an association. Then, check this section to see if the association is listed. If the association is not included here, your local library has reference materials to help you find the appropriate contact.
161

Trade and Professional Associations

Provided financial support for the publication 

of the Consumer Action Handbook.

www.acli.com

Trade association of over 500 

insurance companies that provide 

life insurance, pensions and 

annuities, long-term care, and 

disability income insurance.

American Fence Association

800 Roosevelt Rd., Bldg C-312

Glen Ellyn, IL 60137

630-942-6598

Toll free: 1-800-822-4342

Fax: 630-790-3095

www.americanfenceassociation.com

Membership: fence contractors, 

retailers, wholesalers, suppliers 

and manufacturers.

American Health Care 

Association

1201 L St., NW

Washington, DC 20005

202-842-4444

Toll free: 1-800-321-0343 

(Bookstore Only)

Fax: 202-842-3860

www.ahca.org

Membership: state associations of 

long-term healthcare facilities and 

health-related businesses.

American Institute of Certified 

Public Accountants

Professional Ethics Division

Harborside Financial Center

201 Plaza III

Jersey City, NJ 07311-3881

201-938-3000

Toll free: 1-888-777-7077 

(Ethics Hotline)

Fax: 201-938-3329

E-mail: ethics@aicpa.org

www.aicpa.org

Membership: State-certified 

accountants

American Moving and Storage 

Association (AMSA)

1611 Duke St.

Alexandria, VA 22314

703-683-7410

Fax: 703-683-7527

E-mail: info@moving.org

www.moving.org

The professional moving industry’s 

national trade association offers 

a wealth of information on its 

consumer website, including a 

new Mover Referral Service. It also 

sponsors an arbitration service 

(dispute settlement program) 

helping consumers resolve loss 

and damage claims on interstate 

moves.

American Orthotic and 

Prosthetic Association

330 John Carlyle St., Ste. 200

Alexandria, VA 22314

571-431-0876 ext. 233

Fax: 571-431-0899

E-mail: info@aopanet.org

www.aopanet.org

The American Orthotic and 

Prosthetic Association is a 

national trade association 

committed to providing high 

quality, unprecendented business 

services and products to O&P 

professionals. Membership: 

companies, suppliers, and 

affiliates, who design, fabricate, 

fit and supervise the use of 

orthoses (orthopedic braces) and 

prostheses (artificial limbs).

American Society of Travel 

Agents, Inc.

1101 King St., Ste. 200

Alexandria, VA 22314

703-739-2782

Fax: 703-684-8319

www.astanet.com

Membership: travel agents.

America’s Community 

Bankers (ACB)

900 19th St., NW, Ste. 400

Washington, DC 20006

202-857-3100

Fax: 202-296-8716

www.acbankers.org

ACB is the national trade 

association for 2,000 savings and 

community financial institutions 

and related business firms. 

Information developed by ACB 

members on consumer financial 

services, housing, finance, and 

community development is 

available free of charge.

Better Hearing Institute (BHI)

515 King St., Ste. 420

Alexandria, VA 22314

703-684-3391

Toll free: 1-800-327-9355

Fax: 703-684-6048

E-mail: mail@betterhearing.org

www.betterhearing.org

A nonprofit educational 

organization, BHI informs persons 

with impaired hearing and the 

general public about hearing 

loss and available help through 

medicine, surgery, amplification, 

and other rehabilitation.

Blue Cross and Blue 

Shield Association

Consumer Affairs

1310 G St., NW

Washington, DC 20005

202-626-4780

Fax: 202-626-4833

www.bluecares.com

Membership: local Blue Cross and 

Blue Shield plans in the United 

States, Canada and Jamaica.

BOATU.S.

880 South Pickett St.

Alexandria, VA 22304-0730

703-823-9550

703-461-2856

Fax: 703-461-4674

E-mail: consumerprotection@

boatus.com

www.boatus.com

The Consumer Protection Bureau 

at BoatU.S. mediates disputes 

between boat owners and the 

marine industry. We maintain 

the only database of consumer 

complaints involving boats, 

marine engines and boat-related 

businesses. BoatU.S. also works 

closely with the U.S. Coast Guard 

to monitor safety defect problems.

Career College Association (CCA)

10 G St. NE, Ste. 750

Washington, DC 20002

202-336-6700

Fax: 202-336-6828

E-mail: cca@career.org

www.career.org

Membership: Career-specific post 

secondary education institutions.
162

Trade and Professional Associations

Provided financial support for the publication 

of the Consumer Action Handbook.

Carpet and Rug Institute

310 Holiday Ave.

PO Box 2048

Dalton, GA 30720

706-278-3176

Toll free: 1-800-882-8846

Fax: 706-278-8835

E-mail: communications@

carpet-rug.com

www.carpet-rug.com

Membership: manufacturers of 

carpets, rugs, and bath mats; 

suppliers of raw materials and 

services to the industry.

Children’s Advertising Review 

Unit (CARU)

See also: National Advertising 

Review Council 

Council of Better Business 

Bureaus, Inc.

70 West 36th St., 13th Floor

New York, NY 10018

866-334-6272 ext. 111

E-mail: caru@caru.bbb.org

www.caru.org

CARU handles consumer 

complaints about truth and 

accuracy of advertising directed to 

children under 12 years of age.

Consumer Electronics 

Association (CEA)

2500 Wilson Blvd.

Arlington, VA 22201-3834

703-907-7600

Toll free: 1-866-858-1555

Fax: 703-907-7675

E-mail: cea@ce.org

www.ce.org

CEA is the preeminent trade 

association representing 

more than 2,000 corporate 

members involved in the design, 

development, manufacturing, 

distribution and integration 

of audio, video, mobile 

electronics, wireless and landline 

communications, information 

technology, home networking, 

multimedia and accessory 

products.

★

Credit Union National 

Association (CUNA)

5710 Mineral Point Rd.

Madison, WI 53701

608-231-4308

Toll free: 1-800-356-9655

Fax: 608-232-8240

E-mail: ethayer@cuna.com

www.cuna.org

CUNA serves more than 90% 

of credit unions through credit 

union leagues in all 50 states and 

the District of Columbia. Credit 

unions are cooperative non-profit 

financial institutions owned and 

controlled by members.

Direct Marketing 

Association (DMA)

Consumer Affairs

1111 19th St., NW, Ste. 1100

Washington, DC 20036

202-955-5030

Fax: 202-955-0085

E-mail: consumer@the-dma.org

www.the-dma.org

www.dmaconsumers.org, Online 

registration for Preference & 

Do Not Contact Lists. DMA is 

the largest trade association for 

businesses involved in direct and 

interactive marketing. Its members 

include companies that market 

goods and services directly to 

consumers using direct mail, 

catalogs, telemarketing, magazine, 

newspaper and TV ads, and the 

Internet.

Mail Preference Service (MPS): 

For removal from most national 

advertising mailing lists, register 

at www.dmaconsumers.org ($1 

fee) or send your name and home 

address, along with a check or 

money order, payable to IMS, for 

$1 to: Attn: IMS, Mail Preference 

Service (MPS), PO Box 643, 

Carmel, NY 10512-0643

E-Mail Preference Service: To 

reduce unsolicited commercial 

e-mails, register for free at 

www.dmaconsumers.org

★

Deceased Do Not Contact List:

Relatives, friends, and caregivers 

can remove the names and contact 

information of individuals who are 

deceased. Register online (there is 

a $1 fee) at www.dmaconsumers.org.

Do Not Contact Service for 

Caretakers: If you care for 

someone who is elderly, sick, 

or disabled, you may register 

them at www.dmaconsumers.org 

($1 fee) so they will receive less 

commercial solicitations. Or send 

those individuals’ names and 

other contact information, along 

with a check or money order for 

$1 payable to IMS, to: Attn: IMS, 

DMA’s Do Not Contact Service for 

Caretakers, PO Box 10512, Carmel, 

NY 10512 

Direct Selling 

Association (DSA)

1667 K St., NW, Ste. 1100

Washington, DC 20006

202-452-8866

Fax: 202-452-9010

E-mail: info@dsa.org

www.dsa.org

Membership: companies that 

manufacture and distribute 

consumer products personto-person and through homeparty plans using independent 

salespeople. All members comply 

with the DSA Code of Ethics.

Distance Education

and Training Council

1601 18th St., NW

Washington, DC 20009

202-234-5100

Fax: 202-332-1386

E-mail: rob@detc.org

www.detc.org

Membership: home study 

(correspondence) schools.
163

Trade and Professional Associations

Provided financial support for the publication 

of the Consumer Action Handbook.

Financial Planning Association 

(FPA)

Offices in Denver and Washington

4100 E Mississippi Ave., Ste. 400

Denver, CO 80246-3053

Toll free: 1-800-647-6340

Fax: 303-759-0749

E-mail: fpa@fpanet.org

www.fpanet.org/public

FPA members demonstrate 

and support a professional 

commitment to education and a 

client-centered financial planning 

process.

Food Marketing Institute (FMI)

655 15th St. NW, Ste. 700

Washington, DC 20005

202-452-8444

Fax: 202-429-4519

www.fmi.org

FMI conducts programs in 

research, education, industry 

relations and public affairs on 

behalf of grocery retailers and 

wholesalers.

Hearing Industries Association

515 King St., Ste. 420 

Alexandria, VA 22314

703-684-5744

Fax: 703-684-6048

E-mail: hipaa@hearing.org.

www.hearing.org

Membership: companies engaged 

in the manufacture and/or sale of 

hearing aids, their components, 

parts, and related products and 

services.

Household Goods Forwarders 

Association of America, Inc.

5904 Richmond Hwy., Ste. 404

Alexandria, VA 22303

703-317-9950

Fax: 703-317-9960

E-mail: info@hhgfaa.org

www.hhgfaa.org

The Household Goods Forwarders 

Association of America, Inc. 

represents movers and forwarders 

who handle commercial, government and military shipments of 

household goods. 

Insurance Information Institute

110 William St., 24th Floor

New York, NY 10038

212-346-5500

Toll free: 1-800-331-9146

E-mail: jeannes@iii.org

www.iii.org

The National Insurance Consumer 

Helpline is a resource for 

consumers with automobile, 

homeowners and life insurance 

questions. The Helpline is open 

Monday through Friday from 8 a.m. 

to 8 p.m., Eastern Time. Spanishspeaking operators are also 

available.

International Cemetery and 

Funeral Association

Cemetery Consumer 

Service Council

PO Box 2028

Reston, VA 20195-0028

703-391-8407

Toll free: 1-800-645-7700

Fax: 703-391-8416

www.icfa.org/ccsc.htm

The Cemetery Consumer Service 

Council is an industry-sponsored 

dispute resolution program. 

Consumer information is available.

Monument Builders 

of North America

401 N Michigan Ave., Ste. 2200 

Chicago, IL 60611-4267

Toll free: 1-800-233-4472

Fax: 312-673-6732

E-mail: info@

monumentbuilders.org

www.monumentbuilders.org

Membership: cemetery monument 

retailers, manufacturers and 

wholesalers; bronze manufacturers 

and suppliers. Brochures available 

on request.

Mortgage Bankers Association 

of America

Consumer Affairs

1919 Penn. Ave., NW

Washington, DC 20006

202-557-2700

www.mbaa.org

Membership: mortgage banking 

firms, commercial banks, life 

insurance companies, title 

companies, and savings and 

loan associations.

National Advertising 

Review Council

National Advertising Division

Children’s Advertising Review 

Unit (CARU)

70 West 36th St., 13th Floor

New York, NY 10018

Fax: 212-705-0136

Toll free: 1-866-334-6272

E-mail: lbean@narc.bbb.org 

www.narcpartners.org

www.nadreview.org

National Association 

of Home Builders

Member Service Center

1201 15th St., NW

Washington, DC 20005

202-266-8200

Toll free: 1-800-368-5242 

(Outside metro DC)

E-mail: info@nahb.com

www.nahb.com

Membership: home and 

commercial builders.

National Association of 

Insurance Commissioners 

(NAIC)

Government Relations

444 North Capitol St., NW 

Ste. 701

Washington, DC 20001

202-624-7790

Fax: 202-624-8579

www.naic.org

NAIC is the organization of 

insurance regulators from the 

50 states, the District of Columbia 

and the four U.S. territories. 

One of its primary functions is 

consumer protection. It produces 

a number of guides which 

are distributed to insurance 

departments and directly to 

consumers upon request.
164

Trade and Professional Associations

Provided financial support for the publication 

of the Consumer Action Handbook.

National Association of 

Personnel Services (NAPS)

PO Box 2128

The Village At Banner Elk, Ste. 108

Banner Elk, NC 28604

828-898-4929

Fax: 828-898-8098

Membership: private employment 

agencies.

National Association of 

Professional Insurance Agents

400 North Washington St.

Alexandria, VA 22314

703-836-9340

E-mail: piainfo@pianet.org

www.PIANET.com

This association provides 

consumers practical advice on 

personal insurance buying through 

its national outreach program.

National Association of 

Realtors

430 North Michigan Ave.

Chicago, IL 60611-4087

312-329-8200

Toll free: 1-800-874-6500

www.realtor.com

NAR’s website offers property ads, 

home buying and selling tips, real 

estate news, information about 

using a realtor and more. 

National Association of 

Securities Dealers (NASD)

Office of Dispute Resolution

1 Liberty Plaza

165 Broadway, 27th Floor

New York, NY 10006

212-858-4400

Toll free: 1-800-289-9999 

(BrokerCheck Hotline)

Fax: 301-527-4873

E-mail: ciletters@nasd.com

www.nasdadr.com

NASD offers third-party dispute 

resolution forum for disputes 

between investors and securities 

firms.

National Food Processors 

Association

1350 I St. NW, Ste. 300 

Washington, DC 20005

202-639-5900

Toll free: 1-800-355-0983

Fax: 202-639-5932

E-mail: nfpa@nfpa-food.org

www.nfpa-food.org

Membership: commercial packers 

of such food products as fruit, 

vegetables, meat, poultry, seafood, 

and canned, frozen, dehydrated, 

pickled and other preserved food 

items.

National Foundation for Credit 

Counseling (NFCC)

801 Roeder Rd., Ste. 900

Silver Spring, MD 20910

Toll free: 1-800-388-2227

Fax: 301-589-8256

www.nfcc.org

NFCC is the nation’s oldest and 

largest network of non-profit 

credit counseling agencies. 

Many of our agencies are known 

locally as Consumer Credit 

Counseling Service. The mission 

of all NFCC agencies is to set 

the national standard for quality 

credit counseling, debt reduction 

services and education for 

financial wellness.

National Funeral Directors 

Association (NFDA)

13625 Bishop’s Dr.

Brookfield, WI 53005-6607

262-789-1880

Toll free: 1-800-228-6332

E-mail: nfda@nfda.org

www.nfda.org

NFDA offers a third party dispute 

resolution program for complaints 

regarding funeral homes.

National Futures Association

200 West Madison St., Ste. 1600

Chicago, IL 60606-3447

312-781-1300

Toll free: 1-800-621-3570

Fax: 312-781-1467

E-mail: information@

nfa.futures.org

www.nfa.futures.org

National Futures Association is 

the industry wide self-regulatory 

organization for the U.S. futures 

industry. NFA’s mission is to 

provide 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 Turkey Federation

1225 New York Ave., Ste. 400 

Washington, DC 20005

202-898-0100

Fax: 202-898-0203

E-mail: info@turkeyfed.org

www.eatturkey.com

North American Consumer 

Protection Investigators

Attn: Paul Meyers

States Attorney’s Office 

16th Judicial Circuit

530 Whitehead St., Ste. 201

Key West, FL 33040

305-295-3958

Fax: 305-295-3974

E-mail: pmeyers@keyssao.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.

★
165

Trade and Professional Associations

Provided financial support for the publication 

of the Consumer Action Handbook.

North American Securities 

Administrators Association, 

Inc. (NASAA)

750 First St. NE, Ste. 1140 

Washington, DC 20002

202-737-0900

Fax: 202-783-3571

E-mail: 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 the grass-roots 

investor protection, investor 

education and efficient capital 

formation.

Photo Marketing Association

3000 Picture Place

Jackson, MI 49201

517-788-8100

Fax: 517-788-8371

www.pmai.org

Membership: retailers of photo 

equipment, film and supplies; firms 

that develop and print film.

Soap and Detergent 

Association

1500 K St., NW, Ste. 300

Washington, DC 20005

202-347-2900

Fax: 202-347-4110

www.cleaning101.com

The Soap and Detergent 

Association is the premier 

nonprofit trade association 

dedicated to educating the public 

about the relationship between 

good hygiene practices and 

good health. SDA offers free/low 

cost practical information on 

hand hygiene, laundry, dish and 

surface care, food safety, poison 

prevention and cleaning to control 

allergies and asthma.

Tire Industry Association

1532 Pointer Ridge Place, Ste. G

Bowie, MD 20716-1883

301-430-7280

Toll free: 1-800-876-8372

Fax: 301-430-7283

E-mail: info@tireindustry.org

www.tireindustry.org

Membership: independent tire 

dealers and retreaders.

Toy Industry 

Association Inc.

1115 Broadway, Ste. 400 

New York, NY 10010

212-675-1141

Fax: 212-633-1429

www.toy-tia.org

Membership: North American toy 

manufacturers.

United States Tour Operators 

Association

275 Madison Ave., Ste. 2014

New York, NY 10016

212-599-6599

Fax: 212-599-6744

E-mail: information@ustoa.com

www.ustoa.com

Membership: wholesale tour 

operators, common carriers, 

suppliers, and providers of travel 

services.
166

Index

Symbols

3-Day Cooling-Off Rule

home improvements and repairs 26

shopping from home 42

900 pay-per-call telephone services

blocking 37

federal rules 37

A

AARP 122

ACCESS Board. SeeArchitectual and 

Transportation Barriers Compliance 

Board

Accountants

American Institute of Certified Public 

Accountants 161

Accrediting Council for Independent 

Colleges and Schools 160

ADA. SeeAmericans with Disabilites 

Act

Adjustable rate mortgage 23

Advertising

Children’s Advertising Review Unit 

162

National Advertising Division 163

AFSA Education Foundation 160

Aging. See also Elderly persons

Administration on Aging 110

American Association of Homes and 

Services for the Aging 160

Assisted Living Federation of 

America 22

Continuing Care Commission on 

Accreditation 22

Eldercare Locator 110

Medicare Prescription Drug Coverage 

23, 110

Nursing home compare 22

AIDS Info hotline 111

Airlines. SeeAir travel; Travel

Air quality

Indoor Air Quality (IAQ) Information 

Clearinghouse 117

Air travel. SeeTravel

AIR Consumer Protection Division of 

the FAA 115

Alcohol regulation

Bureau of Alcohol, Tobacco and 

Firearms 114

Alliance Against Fraud in Telemarketing 

and Electronic Commerce 122

Alliance of Auto Manufacturers 160

AMA. SeeAmerican Medical Association

America’s Community Bankers 161

American Apparel Manufacturers 

Association 160

American Arbitration Association 160

American Association of Homes and 

Services for the Aging 160

American Bankers Association 160

American Bar Association 160

American Board of Medical Specialties 

21

American Collectors Association 160

American Consumer Credit Counseling 

14

American Council for Education

general ed. development tests 17

American Council of Life Insurers 27, 160

American Council on Consumer 

Interests 122

American Council on Science and Health 

122

American Fence Association 161

American Health Care Association 161

American Institute of Certified Public 

Accountants 161

American Medical Association 21

American Moving and Storage 

Association 161

American Orthotic and Prosthetic 

Association 161

American Society of Travel Agents 161

Americans with Disabilities Act 114

Deaf or Hard of Hearing Persons 124

Appliances

warranties 2

Arbitration

American Arbitration Assoc. 160

description 52

dispute resolution 52

Architectural and Transportation Barriers 

Compliance Board 107

ARMs. SeeAdjustable rate mortagages

Assisted living facilities

American Association of Homes and 

Services for the Aging 160

Assisted Living Federation of 

America 22

information sources 22

ATM cards 3, 39

Automobiles. See Cars

B

Baby equipment

reporting safety hazards 54, 107

Baggage

delayed or damaged 45

lost 45

Bankruptcy. See also Credit reports

personal 15

Banks & Banking. See also Credit; Loans

America’s Community Bankers 161

American Bankers Association 160

ATM/debit cards 3

direct deposit for paychecks 5

discriminatory practices 125

electronic processing 5

savings and checking accounts 5

state banking authorities 143–146

BBBs. See Better Business Bureaus

Better Business Bureaus 65–69

BBB Auto Line 64

BBBOnLine 65

consumer services 65

credit counseling 14

description of the service 65

schools and, 17

travel agencies 44

Better Hearing Institute 161

BHI. See Better Hearing Institute

Blind persons

services and resources for 57

Blue Cross and Blue Shield Assoc. 161

Boat Owners Association of The United 

States 161

Boats (BOATU.S.) 161

Bonds. See Investing

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” and “Automotive Manufacturers and Dispute Resolution Resources.”
167

Index

Index

Brokers

buyer-brokers for home buyers 23

credit and sublease 9

investment 34

Bureau of Indian Affairs 113

Buying a home. See Housing

C

Call for Action, Inc. 52

Cancer

National Cancer Institute 112

Career College Association 161

Cars

Alliance of Automobile 

Manufacturers 160

auto insurance 27

BBB Auto Line 64

buying a new car 7

buying a used car 7

consumer guide to auto leasing 9

crash test information 7

credit brokers 9

curb stoning 8

dealer vs. private party purchases 8

dispute resolution 52, 61, 164

extended warranties 8

financing 7

fuel economy 6

general information 6

leasing 9

lemon laws 9

manufacturer listing 61–63

rebates 7

recalls 9

renting 10

repairs 10

repossessions 10

safety recalls 7

sublease brokers 9

title 8

vehicle history 8

warranties 8

Cell phones. See also Phones

digital or analog 37

plan types 37

questions to ask about 37

roaming fees 37

Cemeteries. See also Funerals

Cemetery Consumer Service Council 

163

International Cemetery and Funeral 

Association 163

Monument Builders of N.A. 163

National Cemetery Admin. 117

National Funeral Directors 

Association 164

veterans cemeteries 50

Center for Auto Safety 8

Center for Science in the Public Interest 

122

Center for the Study of Services 56

Centers for Disease Control and 

Prevention 20, 111

fertility clinic success rates 22

health-related travel information 47

STD Hotline 111

Centers for Medicare & Medicaid 

Services 110

Certificates of Deposit 5

Certified Financial Planner Board of 

Standards 123

CFA. See Conusmer Federation of 

America

CFTC. See Commodity Futures Trading 

Commission

Check 21 5

Check Clearing for 21st Century Act 5

Checks & Checking accounts 5

unsolicited 6

Children

900 pay-per-call services 37

Administration for Children and 

Families 110

baby equip. safety issues 54, 107

Children’s Adv. Review Unit 162

Children’s Online Privacy Protection 

Act 40

health insurance for 28

online privacy protection 40

peddling items door-to-door 42

Child Support 111

Cities

consumer protection offices 127–142

Civil Rights 107

Clothing

American Apparel Manufacturers 

Association 160

CMS. See Centers for Medicare and 

Medicaid Services

Coalition Against Insurance Fraud 123

COBRA. See Consolidated Omnibus 

Budget Reconciliation Act

Colleges and universities

Accrediting Council for Independent 

Colleges and Schools (ACICS) 160

Career College Association 161

catalog 17

Commissaries. See Military

Commodity Futures Trading 

Commission 35

Complaints

Better Business Bureaus 65–69

Call for Action 52

consumer complaints 22, 33

contact the seller 51

debt collection 14

dispute resolution programs 52–53

federal agencies 107–121

help from outside organizations 51

insurance regulators 147–151

junk faxes 44

legal help 53

reporting fraud 3, 54

safety hazards 54

sample complaint letter 55

small claims court 53

state banking authorities 143–146

state consumer protection 127–142

state securities admin. 152–155

state utility commissions 156–159

telephone service 36

written 51

Conciliation, for dispute resolution 52

Congress Watch 123

Consolidated Omnibus Budget 

Reconciliation Act 28

Consumer Action 12, 123

Consumer Credit Counseling Service 14

Consumer Electronics Association 162

Consumer Federation of America 123

Consumer Information Catalog 119

Consumer Leasing Act 9

Consumer organizations, listing 70–106

Consumer Product Safety Commission 

107

Consumer reporting agencies 122–126

Consumer Reports 35, 123

car safety 7

Consumer rights

denial 13

illegal creditor questions, policies 11

installment loans 16

out of control debt 14

payday loans 16

resolving problems 13

tax refund loans 16

Consumers Union 7, 56, 123

Consumer World 56

Contests

fraud and, 44

Continuing Care Commission on 

Accreditation 22

Cooling-off period 42

Cooperative State Research, Education, 

and Extension Service 108

Copyright/digital ownership. See Internet

Corporate consumer contacts 70–106

Counseling Services 14

housing counseling 23

out-of-control debt 14

Cramming 36

CRAs. See Consumer Reporting 

Agencies
168

Index

Credit. See also Loans

bankruptcy 15

dealing with debt problems 14

management 14

Credit brokers 9

Credit bureaus

credit reports and scores 12

Equifax 12, 82

Experian 12, 82

FICO and VantageScore 12

free annual credit report 12

TransUnion 12, 102

Credit cards. See also Prepaid cards

billing disputes 13

comparing 12

complaints 12

e-mailing credit card numbers 41

finance charges 11

insurance 11

interest rate 11

lost and stolen 11

paying for home improvement and 

repairs 25

paying for travel 45

payment skipping offers 13

PIN numbers 39

teaser rates 13

unsolicited offers 6

Credit repair 13

Credit Repair Organizations Act 13

Credit reports and scores 12

FICO score 12

free annual credit report 12

major credit bureaus 12

negative information on 13

VantageScore 12

Credit Union National Association 162

Credit unions

counseling services 14

National Credit Union Admin. 120

CSREES. See Cooperative State 

Research, Education, and Extension 

Service

Customs 112

D

DEA. See Drug Enforcement Admin.

Deaf and hearing impaired persons

Better Hearing Institute 161

Hearing Industries Association 163

relay services 57

Self Help for Hard of Hearing 124

TTY service 57

Debit cards 3

counseling services 14

liability 4

PIN numbers 4

Debt. See also Credit, Loans

Bureau of the Public Debt 116

collection of 14

out of control debt 14

Surviving Debt: A Guide for 

Consumers 125

Dieting. SeeWeight reduction

Direct deposit for paychecks 5

Direct Marketing Association 162

Deceased Do Not Contact List 162

Do Not Contact Lists 162

Do Not Contact Service for 

Caretakers 162

E-Mail Preference Service 162

Mail Preference Service 162

remove your name from telemarketing 

lists 43, 162

Direct Selling Association 162

Disability, persons with 56

National Council on Disability 56

National Disability Rights Network 57

National Library Service for the Blind 

and Physically Handicapped 57

relay services 57

services and resources 57

The U.S. Department of Education 57

U.S. Department of Housing and 

Urban Development 57

Disability insurance 28

Discrimination

housing 26

Women’s Bureau 115

Dispute Resolution Programs

legal help 53

recovery services 53

trade assoc. dealing with 52, 164

types of dispute resolution 52

Distance education 162

DMA. See Direct Marketing Association

DOC. See U.S. Department of Commerce

Doctors

choosing 21

specialists 21

Documentation. See Records and recordkeeping

DOD. See U.S. Department of Defense

DOE. See U.S. Department of Energy

DOJ. See U.S. Department of Justice

DOL. See U.S. Department of Labor

Do Not Call Registry 43

Door-to-door peddling, by youth 42

DOT. See U.S. Department of 

Transportation

Drug Enforcement Administration 114

DSA. See Direct Selling Association

E

E-mail

availability 30

credit card numbers 32

E-Mail Preference Service 162

Internet service providers 30

phishing 33

spam 33

Earthquakes

insurance for 29

ED. See U.S. Department of Education

Education

1-800-USA-LEARN 109

Accrediting Council for Independent 

Colleges and Schools 160

AFSA Education Foundation 160

Better Hearing Institute 161

choosing a school 16

Distance Education and Training 162

EDInfo Electronic Newsletter 109

EDPUBS 109

Federal student aid 18

financing 17

Jump$tart Coalition for Personal 

Financial Literacy 124

National Coalition for Consumer 

Education 125

No Child Left Behind 109

Office of Special Education and 

Rehabilitative Services 109

Self Help for Hard of Hearing 124

student loans 18

tests 17

vocational schools 17

Eldercare Locator 22

Elderly persons. See alsoAging

Administration on Aging 110

American Association of Homes and 

Services for the Aging 22

National Consumer Law Center 11

National Council on the Aging 125

Electric companies, choosing 48

Electronics

Consumer Electronics Assoc. 162

Employee Benefits Security Admin. 114

Employer Identification Numbers 116

Employment

agencies 19

disability employment info. 114

work-at-home companies 19

Energy. See Utilities

Energy Star Program 117

Resource Conservation and Recovery 

Act 118

Safe Drinking Water Hotline 118

Toxic Substances Control Act 

Assistance Information Service 

Hotline 118
169

Index

Index

Environmental Protection Agency 117

EPA. See Environmental Protection 

Agency

Equal Credit Opportunity Act 11

Equifax 12, 82

Espanol.gov. See GobiernoUSA.gov

Estate planning. SeeWills

Experian 12, 82

F

FAA. See Federal Aviation Admin.

Fair Credit Billing Act

credit card company disputes and 13

Fair Credit Reporting Act

credit information privacy 40

negative info. on credit reports 13

Fair Debt Collection Practices Act 14

Families USA 124

Fannie Mae, mortgage information 24

Faxes, junk 44

FCIC. See Federal Citizen Information 

Center

FDA. See U.S. Food and Drug 

Administration

FDIC. See Federal Deposit Insurance 

Corp.

Federal Aviation Administration 115

Federal Citizen Information Center 119

Federal Communication Commission 43

junk faxes 44

pre-recorded voice messages 43

telephone service information 48

Federal Deposit Insurance Corp. 118

Federal Emergency Management Agency 

118

Federal Government 107

reporting fraud 54

Federal Motor Carrier Safety Admin. 115

Federal Reserve 119

closing costs 24

consumer guide to auto leasing 9

Federal Trade Commission 119

3-Day Cooling-Off Rule 42

900 pay-per-call services 37

Buyers Guide for used cars 7

closing costs and escrow acct. 24

credit information 11

debt collection complaints 14

file a complaint online 54

fraudulent weight loss claims 21

home shopping rules 41

ID theft affidavit 39

reporting spam 33

FEMA. See Federal Emergency 

Management Agency

Fence industry 161

Fertility clinics, success rates 22

FICO score 12

Financial planners

Certified Financial Planner Board of 

Standards 123

Financial Planning Association 163

Financial Planning Association 163

Firearm regulation

Bureau of Alcohol, Tobacco and 

Firearms 114

Fires

U.S. Fire Administration 118

FirstGov.gov. See USA.gov

Floods

insurance for 29

National Flood Insurance Program 

118

Flying. SeeAir Travel

FMI. See Food Marketing Institute

Food

Center for Science in the Public 

Interest 122

federal dietary guidelines 20

Food Marketing Institute 163

Health Research Group 124

healthy food choices 20

National Food Processors 

Association 164

National Turkey Federation 164

safety of 20

Seafood Inspection Program 108

shopping for 20

Food Marketing Institute 163

FPA. See Financial Planning Association

Fraud

Alliance Against Fraud in 

Telemarketing and Electronic 

Commerce 122

contests and sweepstakes 44

credit applications and 13

EPA’s Fraud, Waste and Abuse 

Hotline 117

HHS-TIPS Fraud Hotline 112

identifying 3

insurance 27

investing 36

reporting 3, 54

social security income payments 121

stopping fraud 3

weight loss claims 21

Fuel economy of cars 7

Funerals. See also Cemeteries

Funeral Consumers Alliance 124

Funeral Rule 49

International Cemetery and Funeral 

Association 163

National Funeral Directors Assoc. 

164

veterans cemeteries 50

G

GED. See General Education 

Development test

General Education Development tests 17

General Services Administration

Consumer Info. Catalog 56, 119

consumer services information 56

Federal Citizen Information Center 56

GobiernoUSA.gov 56

Government Agencies 107

Green Vehicle Guide 7

GSA. See General Services Admin.

H

HALT: An Organization of Americans for 

Legal Reform 124

Healthcare

American Council on Science and 

Health 122

American Health Care Assoc. 161

choosing a doctor 21

fertility clinics success rates 22

filing a complaint 22

health-related travel information 47

Health Research Group 124

heart-bypass surgery data 22

Medicare Prescription Drug Coverage 

23

National Cancer Institute 112

National Health Info. Center 111

National Institutes of Health 111

prescription drugs 22

privacy issues 40

Healthcare facilities

assisted living 22

choosing 22

nursing home 22

Healthcare Plans 28

Health insurance

Blue Cross and Blue Shield 

Association 161

COBRA coverage 28

consumer services and info. 27

HMOs and PPOs 28

questions to ask 28

Health maintenance organizations 28

Health Privacy Project 40

Health Research Group 124

Hearing Industries Association 163

Hearing loss. See Deaf and hearing 

impaired persons

Heart-bypass surgery data 22

HHS. See U.S. Department of Health and 

Human Services

Higher education. See also Education

Accrediting Council for Independent 

Colleges and Schools 160

Career College Association 161
170

Index

catalogs 17

Distance Education 162

state savings programs 18

student aid information 110

student loans 18

HIV prevention 111

HMOs. See Health Maintenance Orgs.

Home equity loans 16

mortgages 23

Homeland Security. See U.S. Dept. of 

Homeland Security

Homeowner/renter’s insurance 29

Homeownership. See Home equity loans; 

Housing; Mortgages

HUD Housing Counseling 

Clearinghouse 11

manufactured housing 113

Hospitals

accreditation 22

consumer services and info. 21

Hotlines

AIDS Info 111

Auto safety 64

Call for Action 52

Consumer Action 123

Consumer Product Safety 

Commission 107

EPA’s Fraud, Waste and Abuse 117

Food Information and Seafood 20

HHS-TIPS Fraud 112

Household Goods Consumer 

Complaint and Safety Violation 115

Inspector General’s Fraud 113

insurance fraud 27

Meat and Poultry 20

Resource Conservation and Recovery 

Act 118

Safe Drinking Water 48, 118

Toxic Substances Control Act 

Assistance Information Service 118

Household Goods Forwarders 

Association of America, Inc. 163

Housing. See also Mortgages

avoiding foreclosure 24

buying a home 23

closing costs and escrow accounts 24

floods and earthquakes 29

home improvement and repairs 25

interest rates 23

leasing 26

National Association of Home 

Builders 163

National Association of Realtors 164

refinancing 23

renting 26

I

Identity theft 38

preventing 39

reporting 39

IIHS. See Insurance Institute for Highway 

Safety

Illegal drugs

Drug Enforcement Admin. 114

Illness. See Healthcare

Immigration services 112

InCharge Institute of America 14

Indoor Air Quality Information 

Clearinghouse 117

Insurance

auto insurance 27

COBRA 28

credit insurance 7

deductibles 28

disability 28

earthquake 29

financial stability of companies 27

flood 29

fraud 27

general information sources 27

health 28

HMOs 28

homeowner/renter’s 29

identity theft 30

international healthcare 30

liability 30

life 29

long-term care 29

Medicare 23

National Association of Insurance 

Commissioners 163

National Association of Professional 

Insurance Agents 164

National Insurance Consumer 

Helpline 163

PPOs 28

private mortgage insurance 24

state insurance regulators 147–151

travel 30

Insurance Information Institute 163

Interest rates

car loans 7

credit cards 11

installment loans 16

mortgages 23

savings and checking accounts 5

Internal Revenue Service 116

e-file 116

e-payment 116

Employer Identification No. 13, 116

frivolous tax argument 116

International Association of Lemon Law 

Administrators 64

International Cemetery and Funeral 

Association 163

Internet. See alsoWebsites

car buying 7

choosing service providers 30

consumer ratings for online stores 32

copyright/digital ownership 31

e-mail 30

FTC’s File a Complaint Online 54

IRS e-file and e-payment 116

National Fraud Information Center/

Internet Fraud Watch 13

online auctions and sellers 32

online pharmacy 22

online privacy protection 31, 41

phishing 33

safer computing 31

social networking 34

spam 33

Internet service providers

choosing 30

technical support 31

Investing

dispute resolution programs 35

federal government agencies dealing 

with 107, 120

Financial brokers and advisors 35

fraud 36

National Association of Securities 

Dealers 164

National Futures Association 164

North American Securities 

Administrators Association, Inc. 165

ratings 35

risk 34

State Securities Admin. 152–155

ISPs. See Internet Service Providers

J

Jobs. See Employment

Joint Commission on Accreditation of 

Healthcare Organizations

consumer complaints 22

Jump$tart Coalition for Personal 

Financial Literacy 124

Junk mail 6, 42

K

Kelley Blue Book 7

Kids. See Children

Kiplinger’s Personal Finance Magazine 35

L

Land

Bureau of Land Management 113

sales of 113

Lawyer Referral Service 53

Leasing. See Cars; Housing

Legal aid offices 54

Legal issues

HALT: An Organization of Americans 

for Legal Reform 124

National Consumer Law Ctr. 11, 125

Legal Services Corportation 54

Lemon laws 9
171

Index

Index

Libraries 56

for the blind 57

general consumer info. sources 56

Life insurance 29

LifeSmarts gameshow competition 125

Loans. See also Credit; Debt

cars 7

home equity loans 16

installment 16

payday 16

private mortgage insurance 24

small businesses 121

tax refund 16

Long-distance service. See phones

Long-term care. See also Nursing Homes

American Health Care Assoc. 161

Families USA 124

insurance coverage information 22

Lost bags 45

LSC. See Legal Services Corporation

M

Manufactured housing 113

Mayo Clinic 21

Media

help with complaints about products 

or services 52

Mediation, for dispute resolution 52

Medicaid

beneficiary choices 111

information sources 111

Medical Information Bureau

requesting your file from 40

Medical Library Association

healthcare information 21

Medicare

beneficiaries 111

information sources 23, 111

prescription drug plans 23

MedlinePlus 21

Mental health

Mental Help Net 21

National Institute of Mental Health 

112

Military 57

Air Force Family Matters Office 58

BBB Military Line 58

commissaries and exchanges 59

family centers 57

Marine Corps Community Serv. 58

Military HomeFront 59

Military OneSource 59

Navy Family Assistance 58

U.S. Army Community And Family 

Support Center 58

U.S. Coast Guard 58

Money Management International 14

Money market accounts 5

Monument Builders of N.A. 163

Moody’s Investors Services

insurance ratings 27

investment ratings 35

Mortgages. See also Home equity loans; 

Housing

adjustable rate 24

Home Mortgage Insurance Division, 

HUD 112

Mortgage Bankers Association of 

America 163

reverse mortgages 25

Motor Trend

new car ratings 7

Moving industry

American Moving and Storage 

Association 161

Household Goods Consumer 

Complaint and Safety Violation 

Hotline 115

Household Goods Forwarders 

Association of America 163

Mutual funds. See Investing

My Health Privacy 40

Myvesta 14

N

NACAA. See National Association of 

Consumer Agency Administrators

NASD. See National Association of 

Securities Dealers

National Advertising Division 163

National Archives and Records 

Administration 120

National Assoc. of Home Builders 163

National Association of Boards of 

Pharmacy

online prescription drug sites 23

National Association of Consumer 

Agency Administrators 125

National Association of Insurance 

Commissioners 163

National Association of Personnel 

Services 164

National Association of Professional 

Insurance Agents 164

National Association of Realtors 164

National Association of Securities 

Dealers

dispute resolution 164

National Automobile Dealers 

Association 64

used car guide 7

National Cancer Institute 112

National Cemetery Administration 117

National Coalition for Consumer 

Education 125

National Committee for Quality 

Assurance 28

National Community Reinvestment 

Coalition 125

National Consumer Law Center 125

National Consumers League 125

National Council on Disability 120

National Council on the Aging 125

National Credit Union Admin. 120

National Flood Insurance Program 118

National Food Processors Assoc. 164

National Fraud Information Center/

Internet Fraud Watch 125

National Funeral Directors Assoc. 164

National Futures Association 164

National Health Information Center 111

National Highway Traffic Safety 

Administration 116

reporting safety hazards 54

service bulletin database 8

vehicle crash-test information 7, 8

Vehicle Safety Hotline 116

National Institute for Automotive Service 

Excellence 64

National Institute of Mental Health 112

National Insurance Crime Bureau Fraud 

Hotline 27

National Labor Relations Board 120

National Legal Aid and Defender 

Association 54

National Library Service for the Blind and 

Physically Handicapped 57

National Park Service 114

National Response Center 112

National Runaway Switchboard 111

National Turkey Federation 164

Native Americans

Bureau of Indian Affairs 113

Natural gas companies

choosing 48

NCD. See National Council on Disability

NCL. See National Consumer League

NCLC. See National Consumer Law 

Center

NHTSA. See National Highway Traffic 

Safety Administration

NIMH. See National Institute of Mental 

Health

NLRB. See National Labor Relations 

Board

NLS. See National Library Service for the 

Blind and Physically Handicapped

North American Consumer Protection 

Investigators 164
172

Index

North American Securities 

Administrators Association, Inc. 165

Nursing homes. See also Long-term care

American Association of Homes and 

Services for the Aging 160

average length of stay 22

information sources 22

long-term care insurance 29

Nursing Home Compare 22

Nutrition

Center for Science in the Public 

Interest 122

federal dietary guidelines 20

food safety 20

weight loss 20

Nutrition Action Healthletter 122

Nutrition Source 20

O

Occupational Safety and Health 

Administration 114

Office of Special Education and 

Rehabilitative Services 109

Online sources. See Internet; websites

Orthoses

American Orthotic and Prosthetic 

Association 161

OSHA. See Occupation Safety and 

Health Administration

P

Passports 46, 115

Patents and trademarks 108

Payroll cards 5

Pension Benefit Guaranty Corp. 120

Pensions

Employee Benefits Security 

Administration 114

Persons with disabilities

American Orthotic and Prosthetic 

Association 161

Americans with Disabilities Act 56

Architectural and Transportation 

Barriers Compliance Board 107

disability employment info. 114

services and resources for consumers 

with disabilities 56

Social Security disability benefits 28

Pesticides

National Pesticide Info. 117

Pharmacies. See Prescription Drugs

Phones

900 numbers 37

cell phones and wireless devices 37

cramming 36

deaf or hard of hearing persons 57

general consumer information 36

prepaid calling cards 37

slamming 36

Photographic equipment

Photo Marketing Association 165

Physical fitness

President’s Council on Physical 

Fitness and Sports 112

Physicians. See Doctors

PIN numbers

ATM/debit cards 3

identity theft 39

Planes. SeeTravel

PPOs

Preferred Provider Organizations 28

Prepaid cards 4

Prescription Drugs. See also Illegal 

drugs

Drug Enforcement Admin. 114

Health Research Group 124

Medicare drug plans 23

online pharmacies 22

reporting safety hazards 23

side effects 23

President’s Council on Physical Fitness 

and Sports 112

Privacy. See also Identity theft

children 40

financial 40

general consumer information 39

medical 40

online 41

Private mortgage insurance 24

Prizes

900 pay-per-call services 37

paying money in order to claim 34

telemarketing 42

travel 45

Product safety 3

Protheses

American Orthotic and Prosthetic 

Association 161

Public Citizen, Inc. 125

Purchases, general tips 2

Q

Quotes

cars 6

general buying tips 2

insurance 27

R

RCRA. See Resource Conservation and 

Recovery Act

Real estate

Surplus Federal Property Sales 119

Real estate agents 23

Real Estate Settlement Procedures Act 

24

Recalls 3

Recording for the Blind & Dyslexic 57

Records and recordkeeping. See 

also National Archives and Records 

Administration

billing disputes 13

car repairs 9, 10

complaints 54

credit report 12

damaged baggage 45

home improvement and repairs 25

identify theft 39

lost baggage 45

negative credit information in your 

credit report 13

Rental cars 10

Renter’s insurance 29

Repairs

cars 10

home improvement 25

Repossession of cars 10

Resource Conservation and Recovery 

Act 118

RESPA. See Real Estate Settlement 

Procedures Act

Revenue Service

investments 34

RFB&D. See Recording for the Blind & 

Dyslexic

Runaway children 111

RV Consumer Group 64

S

Safety issues. See also U.S. Dept. of 

Homeland Security

automobile recalls 8

cars 7

drinking water 48

drugs 54

Federal Motor Carrier Safety 

Administration 115

food safety 20, 54

Occupational Safety and Health 

Administration 114

product safety 54

reporting safety hazards 54

travel 46

vehicle crash test information 8

Savings accounts 5

SBA. See Small Business Administration

Science

American Council on Science and 

Health 122

Center for Science in the Public 

Interest 122

SEC. See Securities and Exchange 

Commission

Securities and Exchange Commission

disciplinary action database 35
173

Index

Index

Security. See also U.S. Dept. of Homeland 

Security

Transportation Security Admin. 112

Self Help for Hard of Hearing People 124

Service contracts, questions to ask 2

Sexually transmitted disease (STD) hotline 111

Shopping from home

3-day cooling-off rule 42

consumer rights 41

general tips 32

online auctions and sellers 32

your rights 41

youth peddling 42

Slamming 36

Small Business Administration 121

Small Claims Court 53

Small claims court

dispute resolution 52

file a case 53

Soap and Detergent Association 165

SOCAP. See Society of Consumer 

Affairs Professionals International

Social Security Administration 121

Social Security numbers

credit applications and, 13

identity theft 38

Society of Consumer Affairs 

Professionals International 126

Software

copyright 31

Internet service providers 30

spam-blocking 33

spyware 41

Spam 33

Special education

Office of Special Education and 

Rehabilitative Services 109

Sports

President’s Council on Physical 

Fitness and Sports 112

Spyware 41

Standard & Poor’s

insurance company ratings 27

investment ratings 35

States

banking authorities 143–146

BBB 65–69

car safety inspection 7

cemetery grants program 117

consumer protection offices 127–142

Do Not Call lists 43

health insurance for children 28

insurance regulators 147–151

lemon laws 10

physician licensing 21

securities administrators 152–155

travel agent 44

utility commission 156–159

STB. See Surface Transportation Board

STDs. See Sexually transmitted diseases

Stocks. See Investing

Sublease brokers 9

Suitcases. See Baggage

Surviving Debt: A Guide for Consumers 

125

Sweepstakes

900 pay-per-call services 37

fraud 44

T

Tax issues. See also Intenal Revenue 

Service

e-file 116

e-payment 116

frivolous tax argument 116

tax refund loans 16

Teacher resources 59

Telecommunications Research and 

Action Center 36

Telemarketing

Alliance Against Fraud in 

Telemarketing and Electronic 

Commerce 122

Direct Marketing Association 162

Do Not Call Registry 43

general consumer information 42

junk faxes 44

National FraudInformation Center/

Internet Fraud Watch 125

pre-recorded voice messages 43

removing your name from telemarketing lists 43

sales calls 43

screening calls 43

vishing 44

Telephone. See Phones

screening calls 43

Telephone relay services for deaf and 

hearing impaired persons 57

Television. SeeTV

Term life insurance 29

The Federation of American Consumers 

and Travelers 124

Thomas Register of American 

Manufacturers 51

Tips, general buying tips 2

general consumer tips 1

using the handbook 2

Tire Industry Association 165

Tobacco

Bureau of Alcohol, Tobacco and 

Firearms 114

Toy Industry Association 165

Toys

reporting safety hazards 54

Trade and Professional Assoc. 160–165

Trademarks 109

Transportation Security Admin. 112

TransUnion 12, 102

Travel

AIR Consumer Protection Division of 

the FAA 115

air travel problems 45

delayed and cancelled flights 45

delayed or damaged baggage 45

Disaster Aid 124

general consumer information 44

lost baggage 45

overbooked flights 46

passports 46

pay by credit card 45

prohibited items 47, 112

resolving air travel problems 45

safety 46

The Federation of American 

Consumers and Travelers 124

United States Tour Operators 

Association 165

Travel agents

American Society of Travel Agents 

45, 161

licensing of 44

professional association memberships 44

TSA. SeeTransportation Security Admin.

TV

cable/satellite 47

digital television 47

U

U.S. Air Force, exchanges 59

Family Matters Office 58

U.S. Army

Community and Family Support 

Center 58

U.S. Army, exchanges 59

U.S. Coast Guard, exchanges 59

U.S. Consumer Product Safety 

Commission 107

U.S. Department of Agriculture 108

Cooperative State Research, 

Education, and Extension Service 108

food shopping, safety, and nutrition 

information 20

Meat and Poultry Hotline 20, 108

U.S. Department of Commerce

reporting safety hazards 54

weights and measures 108

U.S. Department of Defense 109

U.S. Department of Education 109
174

Index

U.S. Department of Energy 110

energy efficient information 110

Energy Saver guide 48

U.S. Department of Health and Human 

Services 110

U.S. Department of Housing and Urban 

Development 112

Affordable Housing Programs 113

housing counseling 24

HUD Housing Counseling 

Clearinghouse 11

Office of Fair Housing and Equal 

Opportunity 113

U.S. Department of Justice 114

U.S. Department of Labor 114

disability employment 114

U.S. Department of State 115

passport information 115

travel safety 46

Visa information 115

U.S. Department of the Interior 113

U.S. Department of the Treasury 116

U.S. Department of Transportation 115

auto safety hotline 116

overbooked flights 46

travel safety 46

U.S. Department of Veterans Affairs 117. 

See alsoVeterans Administration

U.S. Dept. of Homeland Security 112

U.S. Food and Drug Administration 111

food shopping, safety, and nutrition 

information 20

prescription drug information 22

reporting safety hazards 23

U.S. Marine Corps, exchanges 59

community services 58

U.S. Navy, exchanges 59

family assistance 58

U.S. PIRG.. See U.S. Public Interest 

Research Group

U.S. Postal Inspection Service 121

reporting fraud 54

U.S. Postal Service 121

mail that looks like a bill 43

mail that looks like it is from a government agency 43

U.S. Public Interest Research Group 126

U.S. Savings bonds 34

U.S. Tour Operators Association 165

U.S. Treasury securities 34

U.S Fire Administration 118

Universal life insurance 29

USA.gov 56

USDA. See U.S. Department of 

Agriculture

Used cars 7

Utilities

electricity 48

energy efficiency information 48

Energy Star Program 117

general consumer information 48

natural gas 48

phones 36

state commissions listing 156–159

water 48

V

VA. SeeVeterans Administration

Vacations. SeeTravel

VantageScore 12

Vehicles. See Cars

Veteran’s Employment and Training 

Service 115

Veterans

benefits information 117

burial information 117

Veterans Administration. See also U.S. 

Department of Veterans Affairs

health insurance 28

Visas 115

Vocational schools 17

W

Warranties

car 8

extended 8

questions to ask about 8

repairs 10

secret 9

Water service 48

Websites. See also Internet; specific 

organizations and federal government 

agencies

BBBOnLine 32, 65

credit counseling 14

healthcare information 21

legal help 53

medical privacy 40

online version of the handbook 2

personal 30

safety recalls 3, 9

telephone rate and plan info. 36

Weight reduction

federal government information 20

general guidelines 20

surgery risks 21

Weiss ratings

insurance company ratings 27

investment ratings 35

Whole life insurance 29

Wills 48

Wireless service. See Cell phones

Women’s Bureau 115

Workers’ compensation 53

X

Xanga 34

Y

Youth peddling 42
Single copies of the current Consumer Action Handbook are available by writing Handbook, 

Federal Citizen Information Center, Pueblo, CO 81009, or by calling 1 (888) 8 PUEBLO, that’s 

1-888-878-3256. The Handbook can also be viewed and ordered online at www.ConsumerAction.gov.

The 2007 Consumer Action Handbook will be current through summer 2008. To place your name on 

a mailing list to receive the 2008 Handbook, please call 1-888-878-3256. For information that is updated 

weekly, visit the Consumer Action website at www.ConsumerAction.gov.

The Federal Citizen Information Center wishes to thank Stephens & Associates Advertising, Inc., 

for their help in developing this edition of the Consumer Action Handbook. We would also like to 

thank Nicole Vincent, the Consumer Action Handbook Manager, for her work on this edition of 

the Handbook.

We need your help to keep the Handbook up-to-date. Please report any changes to Handbook Update, 

Federal Citizen Information Center, 1800 F Street, NW, Rm. G-142, Washington, DC 20405, or e-mail 

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