GSA Federal Citizen Information Center

CONSUMER ACTION 

HANDBOOK

USA.gov

Be a Smarter Consumer

CONSUMER

ACTION

HANDBOOK
CONTRIBUTORS

Oce of Citizen Services and Innovative Technologies/18F

January 2015

I’m excited to have the opportunity to welcome you to a new edition of USA.gov’s Consumer 

Action Handbook, your guide to being an informed consumer.

Over the last year, you emailed and tweeted your consumer questions and concerns to me. I’ve 

read and responded to hundreds of your questions about credit cards, refinancing, defective cars, 

and more. I truly appreciated you sharing your issues; you helped me know what American 

consumers are really facing. In fact, we actually addressed some of the most popular questions in 

this edition of the Handbook. 

The Consumer Action Handbook strikes a balance between providing answers to common 

consumer questions, as well as giving you a first peek into the latest scams and trends that can 

affect your wallet. For instance, in this edition you can find out what factors affect your credit 

score as well as learn about synthetic identity theft and farcing frauds. As always, I want to 

empower you with practical tools to help you resolve your consumer disputes. This Handbook

includes it’s crown jewel, the sample complaint letter and the consumer assistance directory, both 

of which can help make it easier to protect your consumer rights.

This resource isn’t the only reliable source for consumer information. Visit USA.gov and 

GobiernoUSA.gov (in Spanish) to get answers to other questions. If you’d prefer to speak to 

someone, call 1-844-USA-GOV1. You can also visit Publications.USA.gov to download or order 

other government publications on topics that matter to you, like money management, healthcare, 

travel, and more. 

I hope that this Handbook provides you with information that is both informative and practical for 

your daily life. If you have questions or ideas for additional topics, please share them. Email me 

at askmarietta@gsa.gov or tweet using #AskMarietta. 

Sincerely,

Marietta Jelks

Editor-in-Chief, Consumer Action Handbook

American Financial Services Association 

Education Foundation

The Colgate-Palmolive Company

Department of Veterans Affairs

Direct Selling Education Foundation

Federal Deposit Insurance Corporation

Federal Trade Commission

Financial Industry Regulatory Authority

Kellogg Company

LeadingAge

National Futures Association

The Procter & Gamble Company

Securities and Exchange Commission

Society of Consumer Affairs Professionals 

International

Unilever

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

below who helped make possible the publication of the Consumer Action Handbook.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook I

 January 2015

Welcome to the Consumer Action Handbook.

Every day, Americans navigate tough choices about the products and

services that affect us over the course of our lives. That is why everyone

needs access to clear information about financial decisions and a

marketplace with a basic sense of fairness.

The Consumer Action Handbook is a vital resource for American

consumers. By clarifying rights and protections, the Handbook helps

prevent consumers from being taken advantage of. With topics ranging

from buying a home to shopping online, the Handbook offers advice to 

guard against deceptive practices and weigh potential risks and benefits in

the open market. 

I encourage all Americans to use this valuable resource, as well as other

helpful information and tools available on www.USA.gov. 

 

GSA Administrator

January 2015

Welcome to the Consumer Action Handbook. 

This publication, updated regularly by the U.S. General Services Administration’s (GSA) Office 

of Citizen Services and Innovative Technologies, gives the American public the information and

resources they need to be informed consumers. Every day, GSA helps agencies throughout the 

federal government maximize their buying power with limited budgets—a challenge many

Americans can relate to as well. The Consumer Action Handbook will help you get the most out

of your budget.

This Handbook provides consumers with the options they need to make informed decisions.

With explanations of rules that are in place to protect American consumers as well as alerts to

potential frauds and scams, the Handbook provides a practical, easy to use guide to the everchanging consumer landscape. This publication is also available on USA.gov, along with other

useful financial information. I encourage everyone to take full advantage of all the valuable

information this Handbook offers, and to share it with friends and family.

Sincerely, 

Dan Tangherlini

Administrator
II www.USA.gov To contact an organization, use the directory beginning on page 60. 

QUICK CONSUMER TIPS

USING THIS HANDBOOK

This everyday guide to being a smart shopper is full of 

helpful tips about preventing identity theft, understanding 

credit, filing a consumer complaint, and more. The 

information and resources you will need are arranged as 

follows:

PART I—BE A SAVVY CONSUMER

Read this section for advice before you make a purchase. 

Look in the Table of Contents (p. 1) and Index (p. 134) to 

quickly locate specific topics and information.

PART II—FILE A COMPLAINT

Turn to this section for suggestions on resolving consumer 

problems. The sample complaint letter on page 54 will help 

you present your case.

PART III—KEY INFORMATION RESOURCES

Look here for a list of public resources for teachers, 

disabled consumers, and military families.

PART IV—CONSUMER ASSISTANCE 

DIRECTORY

Find contact information for corporate offices, consumer 

organizations, trade groups, government agencies, and 

more. 

VISIT US ONLINE

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

gov for more consumer information, resources, and tools. 

You can also order or download an electronic version of the 

Handbook and hundreds of other consumer publications at 

Publications.USA.gov.

QUICK CONSUMER TIPS

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

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

becoming a victim: 

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

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

good to be true usually is! 

• Don’t share personal information with someone you 

don’t trust. Learn how to recognize fraud. 

• Beware of payday and tax refund loans. Interest rates on 

these loans are usually excessive. A cash advance on a 

credit card may be a better option.

• Read and understand any contract, legal document, or 

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

not sign a contract with blank spaces or where the terms 

are incomplete. Some contracts include a clause that 

prohibits you from taking legal action and requires you 

to engage in mandatory arbitration with a company in 

the case of a dispute. 

• Get estimates from several contractors for home or car 

repairs. Make sure the estimates are for the exact same 

repairs for a fair comparison.

• Before you buy, make sure you understand and accept 

the store’s refund, return and early termination or 

cancellation policies, especially for services and 

facilities that charge monthly fees.

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

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

charged is incorrect. Remember, when shopping online, 

your purchase may include additional fees, such as 

shipping, handling, and convenience fees that are not 

calculated until you check out.

• When shopping online, look for the padlock icon in 

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

that begins with “https” to ensure that your payment 

information is transmitted securely. 

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

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

death or debt). 

• Notify your lender immediately if you are having difficulty 

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

payment plan.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 1

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

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

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

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

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

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

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

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

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

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

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

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

Prepaid Cards ...................................................................7

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

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

Dealer Versus Private-Party Purchases.....................9

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

Leasing..............................................................................10

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

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

Car Repossessions ....................................................... 11

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

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

Credit....................................................................12

Credit Cards.....................................................................13

Credit Reports And Scores..........................................14

Dealing With Debt .........................................................15

Loans ................................................................................17

Education .............................................................17

Paying For College 101...................................................17

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

Employment Agencies And Recruiters.....................19

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

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

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

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

Saving Money on Groceries.........................................21

Organic Foods.................................................................21

Going Green .........................................................21

Buying Green...................................................................22

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

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

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

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

Medicare Prescription Drug Coverage .....................24

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

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

Buy A Home.....................................................................25

Avoid Foreclosure..........................................................27

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

Home Improvement And Repairs ..............................28

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

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

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

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

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

Homeowners And Renters Insurance.......................31

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

Long-Term Care Insurance ..........................................33

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

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

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

Investing In Gold And Commodities ........................36

Retirement Planning......................................................36

Privacy and Identity Theft................................. 37

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

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

Financial Privacy.............................................................39

Medical Privacy...............................................................39

Online Privacy..................................................................40

Telecommunications.......................................... 40

Internet..............................................................................40

Phones..............................................................................42

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

Telemarketing And Unwanted Mail................... 44

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

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

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

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

Resolve Air Travel Problems........................................47

Cruises..............................................................................48

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

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

Starting Utility Service ..................................................49

Billing.................................................................................49

Wills and Funerals............................................... 50

Wills...................................................................................50

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

PART II: File A Complaint ................................. 53

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

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

Sample Complaint Letter..............................................54

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

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

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

Report Fraud And Safety Hazards .............................56

PART III: Key Information Resources .............. 56

Emergency Preparedness ............................................57

For Teachers....................................................................57

For Persons with Disabilities.......................................57

For Military Personnel ...................................................58

Veterans Cemeteries.....................................................59

PART IV: Consumer Assistance Directory ...... 60

TABLE OF CONTENTS
2 www.USA.gov To contact an organization, use the directory beginning on page 60. 

BUYER BEWARE

BEFORE YOU BUY

Use this checklist BEFORE you make a purchase to avoid 

problems and make better decisions:

• Decide in advance exactly what you want and what you 

can afford. 

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

trust for advice based on their experience. Gather 

information about the seller and the item or service you 

are purchasing.

• Review product test results from consumer experts and 

comments from past customers. See Key Information 

Resources (p. 56).

• Get price quotes from several sellers. 

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

lawyers, contractors, and other service providers must 

register with a state or local licensing agency.

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

consumer affairs office (p. 102) and Better Business 

Bureau (p. 63).

• Get a written copy of guarantees and warranties. 

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

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

• Read and understand any contract or legal document you 

are asked to sign or give agreement to online 

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

spaces or incomplete terms. Insist that any extras you are 

promised be put in writing.

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

can dispute a charge made on your credit card (p. 14).

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

donating to charity. 

• Check your browser settings when shopping online if 

you don’t want your shopping history shared with data 

brokers.

WARRANTIES

A warranty is the promise that a manufacturer or seller 

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

requires that warranties be available for you to read before 

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

Internet, so that you can comparison shop. A standard 

warranty is part of the item you purchased, and there is no 

additional cost for this protection from the company. There 

are three main types of warranties:

• Written warranties are printed and come along with 

the item you purchased. In order for a written warranty 

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

or manufacturer may require you to perform specific 

maintenance or that you use the item as instructed.

• Spoken warranties are verbally communicated to you by a 

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

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

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

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

service that was promised to you.

• Implied warranties promise that the item you purchased 

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

under the circumstances that it was designed for. 

These warranties are created by state laws, and are not 

specifically stated or written.

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

warranty, it is still covered under the implicit warranty 

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

purchased it.

PART I: BE A SAVVY CONSUMER

QUICK TIPS FOR AVOIDING FRAUD

There are many varieties of consumer fraud, but the most 

common ones are variations of fake check scams, credit 

repair, free trip offers, and sweepstakes. Here are some 

tips to help you avoid being a victim:

• Don’t give out personal information. Be suspicious 

of anyone you don’t know who asks for your Social 

Security number, birthdate, credit card number, bank 

account number, password, or other personal data. 

• Don’t be intimidated. Be suspicious of calls or emails 

that want you to provide or verify personal information 

immediately. Answer that you are not interested and 

hang up or don’t reply to the email.

• Monitor your accounts. Review bank and credit 

card statements carefully, and report unauthorized 

transactions to your financial institution immediately.

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

statements, insurance forms, and other papers with 

personal information.

• Ignore unsolicited offers. Don’t respond if someone 

you do not know asks you to send money or money 

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

valuable offer.

To learn more about avoiding identity theft and fraud, go to 

page 37.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 3

BUYER BEWARE

BUYER BEWARE

CHECK HERE FOR RECALLS

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

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

others ask consumers to return the item for replacement or 

repair. 

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

federal agencies.

• www.nhtsa.gov publishes safety information on 

vehicles and equipment such as children’s car seats.

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

poultry, or processed egg products.

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

medical devices, cosmetics, biologics, radiation 

emitting products, veterinary drugs, and pet food.

WHEN PRICES AREN’T FINAL

Retailers, both online and physical stores, sometimes use 

aggressive strategies to change the price of an item. 

Drip pricing is a pricing strategy where a seller adds fees,, 

some of them mandatory, to the advertised price for the 

product or service. This practice makes it difficult for you 

to determine the full cost and compare similar options, 

when all the fees are not disclosed up front. You can 

protect yourself by asking questions of sales personnel 

about fees before you buy, or asking for a complete price 

list. 

Another strategy is dynamic pricing, when a retailer 

adjusts an item’s price multiple times over a few days, 

or even within hours. The changes may be based on 

inventory, changes in demand, your browsing history, 

and even your personal information. Dynamic pricing is 

common with online retailers and airlines. Make dynamic 

pricing work to your advantage by taking these actions:

• Use price tracker websites to compare the prices at 

different retailers. 

• Use price predictor websites to track if the price is 

expected to go up or down. 

• Clear your Internet cookies so online retailers cannot 

use your browsing history to adjust prices.

Service Contracts and Extended Warranties

Service contracts or “extended warranties” extend the 

guarantee or promise that a product will work, and are 

purchased for an additional cost. Sellers offer these service 

contracts at the time of purchase, and sometimes months 

or years after your purchase. They are commonly offered 

when you buy a car, major electronics, or household 

appliances. Third party firms (not the manufacturer or 

the seller) may also try to sell you a extended warranty; 

some even make cold calls to you with high pressure sales 

tactics. Some extended warranties duplicate the warranty 

coverage that you get automatically from a manufacturer or 

seller. These add-ons may not be worth the cost. Ask these 

questions before you agree to one of these contracts:

• Does the dealer, the manufacturer, or an independent 

company back the service contract?

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

where will it be done? 

• What happens to your coverage if the dealer or 

administrator goes out of business?

• Do you need prior authorization for repair work?

• Are there any situations when coverage can be denied? 

You may not have protection from common wear and 

tear, or if you fail to follow recommendations for routine 

maintenance.

Problems with Warranties

If you have problems receiving the services that were 

promised in your warranty, you can report your dispute. 

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

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

cannot help, contact the manufacturer. If neither the retailer 

or manufacturer can help, file a complaint with your local 

consumer protection agency (p. 102).

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

more information about warranties.

SHOPPING FROM HOME

Late delivery, shipment of wrong or damaged items, and 

hidden costs are common complaints when consumers 

shop from home. To avoid problems and resolve them more 

easily, follow the advice in the Before You Buy checklist 

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

• Be wary of post office boxes and sellers in other 

countries. It may be difficult to find the seller to resolve a 

problem later.

• Know the total price. Make sure it includes all charges, 

shipping, handling, insurance, and taxes. Coupons and 

other discounts should be deducted properly.

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

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

“discontinued.”

• Prepare to provide the security code on the back of 

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

ensure that the card is in your possession. 

• Keep a record of your purchase. Save any information 

the seller gives you, such as order confirmation number, 

product description, delivery date, cancellation policy, 

privacy policy, and warranties. 

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

cancel and demand a refund.
4 www.USA.gov To contact an organization, use the directory beginning on page 60. 

GREY CHARGES

“What’s this charge?” may be your first thought when you 

see a small charge on your credit card statement that you 

cannot figure out. These are known as “grey charges” and 

there are several common types:

• Unintended subscriptions. You thought you made a 

one time purchase, but it was really a subscription.

• Zombie fees. Membership fees that you had cancelled, 

but the fees will not stop.

• Free trial to paid. When a free trial is over the seller 

converts it to a paid subscription.

• Negative option. You bought one product, but did not 

realize that you were buying others at the same time.

Take these steps to protect yourself from grey charges:

• Read the terms of service before you buy. Disclosures 

about fees may be hidden or near the end, so read the 

entire document. 

• Mark your calendar as a reminder to cancel free trials by 

a set date.

• Read your credit card statements closely. Pay attention 

to the names of companies and charges for small 

amounts.

• Contact the seller to have the grey charges removed.

• Dispute the charges with your credit card company.

BUYER BEWARE

Your Rights

When you order something by mail, phone, or online, the 

Federal Trade Commission (FTC) requires the company to:

• Ship the merchandise within the time promised, or if 

no specific delivery time was stated, within 30 days of 

receiving your order.

• Notify you if the shipment cannot be made on time and 

give you the option of waiting longer or getting a refund.

• Cancel your order and return your payment if the new 

shipping date cannot be met, unless you agree to another 

delay.

If you cancel your order, your money must be refunded 

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

your account must be credited within one billing cycle. The 

company cannot substitute a store credit. If you applied for 

a 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 

credit application.

These FTC rules only apply to the first shipment of 

magazine subscriptions or other merchandise you receive 

repeatedly. Your state may also have rules that apply. 

Report suspected violations to your state or local consumer 

protection agency (p. 102) and to the FTC (p. 98).

3-Day Cooling-Off Rule

This federal law protects consumers in their homes 

during door-to-door sales pitches, or at sales in temporary 

business locations. The 3-Day Cooling-Off Rule does NOT 

apply to the purchase of new automobiles or items sold 

online. It only applies when a company is selling something 

that costs $25 or more at your home or more than $130 at 

other temporary business locations.

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

inform buyers of their right to cancel the sale and receive a 

full refund within three business days.

Be aware that there are situations in which the Cooling-Off 

Rule does not apply:

• You made the purchase entirely by mail, online, or 

telephone.

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

seller’s permanent business location.

• You signed a document waiving your right to cancel.

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

household use.

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

motor vehicle.

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

you received it. 

Remember, if you paid by credit card and are having 

difficulty getting your refund, you may also be able to 

dispute the charge with your credit card company 

under the Fair Credit Billing Act. See Credit Card Billing 

Disputes (p. 14).

Online Shopping

Online shopping websites often offer great deals, variety, 

and convenience. However, consumers need to be careful 

and make informed decisions about their purchases. Some 

tips for shopping safely online:

• Stick to websites that are known or recommended. 

• Compare prices and deals, including free shipping, 

extended service contracts, or other offers.

• Search for online coupons, known as promo codes, which 

may offer discounts or free shipping.

• Get a complete description of the item and parts 

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

the delivery time, warranty information, return policy, and 

complaint procedure.

• Read reviews from other consumers and independent 

experts.

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

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

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

payment apps, or other forms of payment.

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

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

icon, usually in the lower right-hand corner of the screen.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 5

BANKING

BANKING

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

these may not be secure, and your payment information 

could be stolen over the network.

• Print or save your purchase order with details of the 

product and your confirmation number.

Visit www.onguardonline.gov for more information.

Online Auctions and Sellers

Many people sell items on the Internet through auctions and 

classified ads. Review the general tips on shopping from 

home (p. 3) to prevent being a victim of online fraud. When 

participating in an online auction, remember to: 

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

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

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

will take you through the bidding process.

• Find out what protections you have. Does the site provide 

free insurance or guarantees for items that are not 

delivered or are not what the seller claimed?

• Follow the strategies used in any auction. Learn the value 

of the item before you begin bidding, then establish your 

top price and stick to it.

• Read past customers’ ratings and comments to determine 

if the seller is reputable and delivers quality products, as 

promised.

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

highest bidder, you have bought it. 

• Use an escrow service if the seller cannot accept payment 

by credit card. A third party holds your money until you 

get your purchase and approve release of your payment to 

the seller. 

AFTER YOU BUY

Even careful buyers can run into unforeseen problems later 

on. To minimize them, follow these steps after you buy:

• Save all papers that come with your purchase. Keep 

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

manuals, and warranty documents. 

• Read and follow product and service instructions. The 

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

warranty rights.

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

price of the item you bought has decreased within a 

certain number of days. 

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

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

If you made a purchase using a mobile phone or an app, your 

dispute options depend on how the payment was processed. 

If the payment is passed through to a credit or debit card, 

then you can dispute any purchase you made with that card. 

If the app payment requires that you move money into a 

separate account, then the app provider determines how you 

can dispute the purchase.

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

complaint (p. 53).

BANKING

Your bank accounts are primary ways to store your money, 

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

bank, consider the actual products and services, location of 

branches, and online and mobile banking features. 

SAVINGS AND CHECKING

When it comes to finding a safe place to put your money, 

there are a lot of options. Savings accounts, checking 

accounts, certificates of deposit (CD), and money market 

accounts are popular choices. Each has different rules and 

benefits that fit different needs. The bank or credit union 

must provide you with the account terms and conditions 

when you open your account. When choosing the one that 

is right for you, consider:

Minimum deposit requirements. Do you have to keep a 

minimum dollar amount in your account to earn interest or 

avoid account maintenance fees?

Limits on withdrawals. Can you take money out whenever 

you want? Are there any penalties for doing so?

Interest. Can you earn interest on your accounts? How 

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

or credit unions to see and compare their current published 

rates.

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

bank or credit union’s website? 

Deposit insurance. Make sure the bank is a member of 

the Federal Deposit Insurance Corporation (FDIC) or that a 

credit union is insured by the National Credit Union Share 

Insurance Fund.

Mobile banking. Can you access your accounts and make 

deposits from your mobile phone or tablet? Does the bank 

charge fees for this access?

Convenience. Are there branches or ATMs close to where 

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

Money transfer. Does the bank have a system that lets 

you transfer money to your accounts at other banks or to 

other people?

If you are considering a checking account or another type 

of account with check-writing privileges, add these items to 

your list of things to think about:
6 www.USA.gov To contact an organization, use the directory beginning on page 60. 

BANKING

Banks offer, for a fee, the ability to stop payment on a 

check you have written. However, a stop payment is not 

a guarantee that your bank will not cash the check. This 

could mean you have spent the amount of the check 

you did not want cashed, plus the fee to use the service. 

Before you submit a stop payment request, check 

your transaction history and call your bank’s customer 

service department to find out if that check is pending, 

but just not included in your online statement. Also, 

if you submitted your stop payment orally, you need 

to send your bank written confirmation of the request 

within four days so it does not expire. 

BEWARE: STOP PAYMENTS

Mobile Deposits

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

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

deposit it in your account. Remember, just because you 

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

the funds are immediately available. Some banks hold the 

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

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

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

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

overdraw your account. Before you snap that picture of your 

check:

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

availability for mobile deposits.

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

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

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

monthly, or per transaction?

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

account and that of the person who wrote the check to 

you.

Contact the Federal Deposit Insurance Corporation (p. 98) 

for more information on mobile banking.

ATM/DEBIT CARDS

With a debit card and personal identification number 

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

withdraw cash, make deposits, or transfer funds between 

accounts. Some ATMs charge a fee if you are not a member 

of the ATM network, or are making a transaction at a remote 

location.

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

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

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

is transferred immediately from your bank account to the 

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

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

resolve problems directly with the seller. 

Number of checks. Is there a maximum number of checks 

you can write per month without incurring a charge?

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

charge for each check you write? 

Holds on checks. Is there a waiting period for checks 

to clear before you can withdraw the money from your 

account?

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

Account fees. Does the bank charge fees on your checking 

or savings account to cover things like maintenance, 

withdrawals, or minimum balance rules? 

Overdrafts and Bounced Checks

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

or use your debit card for an amount greater than the 

amount of money in your account? It depends on whether 

or not you opted in for overdraft protection:

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

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

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

will transfer money from your savings account or a line of 

credit, for a fee.

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

for transactions and charge you a fee for each payment it 

covers for you.

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

information.

Transaction Reordering

Some banks reorder the processing of your daily 

transactions. Instead of processing your payments and 

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

choose to reorganize them based on type of debit (check, 

electronic payment) or size of the debit (larger amounts 

processed first). Transaction reordering can cause your 

account to have insufficient funds to cover your purchases, 

even if you made a deposit on the same day. If you have 

opted in for overdraft protection, your bank could cover the 

purchases, but would charge you a fee for each instance.

MOBILE BANKING

Many banks have made it convenient to do your banking 

from your phone or tablet. Your bank may have a mobile app 

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

bills, or transfer funds right from your smart phone. To get 

the best of these benefits and protect yourself:

• Make sure that your mobile device and your banking app 

are password protected.

• Sign up for text message alerts to know when 

transactions hit your account, or if your account balance 

goes below a minimum threshold.

• Access your accounts on secured connections.

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

someone, other than you, tries to change your password 

or account information.
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BANKING

BANKING

PROTECT YOUR PIN

Beware of “shoulder surfers.” Be suspicious of anyone 

lurking around an ATM or watching over your shoulder 

while you use your debit or ATM card. Some thieves 

even put a device over the card slot of an ATM to read 

the magnetic strip and record your PIN; this is known as 

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

use a different ATM.

MOBILE PAYMENTS 

You can now pay for 

purchases through 

digital wallets 

stored in your smart 

phone, apps, a 

keyring fob, or even 

a watch. These 

items store your 

credit or debit card 

numbers. When you 

get to the checkout counter, you just touch or swipe your 

device at the store’s mobile payment terminal. 

Before you decide to use a digital wallet provider, make 

certain that your phone has the chip that allows you to 

make mobile payments. You also need to know if your card 

issuer participates in that mobile payment service. Some 

questions to ask: 

• Can you change the default card that is used for 

purchases?

• Does the device transmit your credit card numbers or 

send a device specific account number to the retailer?

• How does the mobile payment provider protect your 

privacy?

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

mobile payment service?

• Do the retailers you buy from accept these payment 

methods?

• Who is responsible for fraudulent or unauthorized 

purchases? What is your liability?

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

stolen? Can this be done remotely?

• How do you dispute a purchase? See After You Buy (p. 5).

Review Consumer Action’s article at www.consumeraction.org/modules/articles/your_digital_dollars-mobile_

banking_and_mobile_payments for more tips.

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

the card issuer immediately. While federal law limits your 

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

unauthorized use of your ATM or debit card can be much 

greater, depending on how quickly you report the loss. 

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

not responsible for any unauthorized withdrawals. 

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

two business days after you realize your debit card is 

missing, and increases to $500 if you report the loss 

between two and 60 days. 

• If you have not reported an unauthorized use of a debit 

or ATM card within 60 days after your bank mails the 

statement documenting the unauthorized use, you could 

lose all of the money in your bank account as well as 

the unused portion of your line of credit established for 

overdrafts.

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

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

has been used fraudulently. 

Check the policies of your card issuer; some offer more 

generous limits on a voluntary basis. 

UNSOLICITED CHECKS AND CREDIT OFFERS 

If you cash an unsolicited check, you could be agreeing 

to pay for products or services you do not want or need. 

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

without consideration of credit history, are probably a 

scam. Legitimate lenders never guarantee credit. 

Legitimate offers of credit often come in the form of 

“convenience checks,” which credit card companies 

enclose with your monthly statement. However, 

convenience checks may carry higher fees, a higher interest 

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

be sure to shred them to protect yourself from “dumpster 

divers” and identity thieves.

Watch out for checks from someone in a foreign country 

who claims that you have won a foreign lottery. Also beware 

of accepting foreign checks for investment opportunities or 

to pay for an item you sold online. These could be scams. 

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

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

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

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

PREPAID CARDS

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

gift cards, are convenient ways to pay for your purchases. 

Banks and retailers issue them to offer consumers a way to 

make payments and conduct other financial transactions. 

You do not need to have a bank account or a credit history 

to use a prepaid card. Be sure you understand the card’s 

terms and conditions BEFORE you buy. 

Many cards carry protections similar to credit and debit 

cards. To obtain these benefits, you must follow the 

instructions for registering and activating your card. 

Be sure to record your card information, including the 

customer service telephone number listed on the back of 

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

if your card is lost or stolen. Some prepaid card issuers 

may charge fees for card activation, maintenance, and cash 
8 www.USA.gov To contact an organization, use the directory beginning on page 60. 

BANKING

withdrawals.

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

customer service number. Some cards are issued by state 

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

bank or issuer, file a complaint with the proper authorities 

listed in the chart:

Visit the Network Branded Prepaid Card Association at 

www.nbpca.com for more information.

Contact the proper regulatory agency below: 

CARS

BUYING A CAR

Whether you are buying or leasing a vehicle, these tips will 

help you get the best deal and avoid problems:

• Decide what kind of vehicle best suits your needs and 

budget. 

• Check out the seller. Research car dealers with your 

state or local consumer protection agency (p. 102) and 

Better Business Bureau (p. 63). If you are buying from an 

individual, check the title to make sure you are dealing 

with the vehicle’s owner. 

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

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

sure the vehicle does not pull to one side.

• Handle trade-ins and financing separately from your 

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

quote before you talk about a trade-in or dealer financing.

• Shop in advance and compare financing options at your 

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

finance charges and the Annual Percentage Rate (APR), 

not just the monthly payment.

• Read and understand every document you are asked 

to sign. 

• Don’t take possession of the car until all paperwork is 

final.

• Choose an auto insurance policy that is right for you 

(p. 30).

Buying a New Car

Do your research first and compare vehicles. 

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

available. It is easier to get the best price when you know 

what the dealer paid for a vehicle. The dealer invoice price 

is available on a number of websites and in printed pricing 

guides. Try to locate the wholesale price; this figure 

factors in dealer incentives from a manufacturer and is 

a more accurate estimate of what a dealer is paying for a 

vehicle.

• Find out whether the manufacturer is offering rebates that 

will lower the cost. 

TYPE OF INSTITUTION REGULATORY AGENCY

State-chartered banks and 

trust companies 

Federal Deposit Insurance 

Corporation (p. 98) 

and state banking 

authorities (p. 115)

Banks with National 

in their name or N.A. 

after their name 

Office of the Comptroller 

of the Currency, U.S. 

Department of the Treasury 

(p. 96)

Federal savings and 

loans and federal 

savings banks

Office of the Comptroller 

of the Currency, U.S. 

Department of the Treasury 

(p. 96)

Federally chartered 

credit unions

National Credit Union 

Administration (p. 99)

State-chartered banks that 

are members of the Federal 

Reserve System

Federal Reserve System 

(p. 98)
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CARS

GOVERNMENT FUEL ECONOMY WEB PAGES

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

tool helps you find the cleanest and most fuel-efficient 

vehicles to meet your needs. 

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

ratings of different vehicle models manufactured since 

the mid-1980s and calculates annual fuel estimates. 

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

economy of different types of vehicles (diesel, hybrid, 

electric, gasoline).

CHOOSE A SAFE VEHICLE

Crash tests 

can help you 

determine how 

well a vehicle will 

protect you in 

a crash. These 

organizations 

perform crash 

tests and rate vehicles: 

• The National Highway Traffic Safety 

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

crashes vehicles head-on into a wall and bashes them 

broadside to test their ability to protect their occupants. 

NHTSA focuses on evaluating vehicle restraints such as 

air bags and safety belts.

• The Insurance Institute for Highway Safety. A 

different test by the IIHS (www.hwysafety.org) uses 

offset-frontal car crashes to assess the protection a 

vehicle’s structure provides.

• Consumer Reports. The annual auto issue of 

Consumer Reports (www.consumerreports.org) 

rates vehicles in terms of overall safety. Its safety score 

combines crash test results with a vehicle’s accidentavoidance factors — emergency handling, braking, 

acceleration, and even driver comfort.

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

amounts quoted are the prices before or after rebates are 

deducted.

• Avoid low-value extras such as credit insurance, 

extended warranties, auto club memberships, 

rustproofing, and upholstery finishes. You do not have 

to purchase credit insurance to get a loan. See Service 

Contracts and Extended Warranties (p. 3).

• Hybrid cars are popular among consumers interested 

in fuel economy and reducing their negative impact 

on the environment. These cars combine the benefits 

of gasoline engines and electric motors and can be 

configured to achieve different objectives, such as 

improved fuel economy, increased power, or additional 

auxiliary power. Also look for the SmartWay logo to 

identify cleaner, more fuel-efficient cars and trucks. Visit 

www.epa.gov/greenvehicles/find/index.htm and

www.fueleconomy.gov for more information about 

hybrids, electric vehicles, and alternative fuels. 

Buying a Used Car 

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

contact your state or local consumer protection office (p. 

102).

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

what paperwork you will need to register a vehicle. 

• Check prices of similar models using the NADA Official 

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

National Automobile Dealers Association, or the Kelley 

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

available at local libraries.

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

concerning past owners, use, and maintenance. Find out 

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

labeled a “lemon.” Also visit www.vehiclehistory.gov to 

buy vehicle history reports gathered from state motor 

vehicle departments and other sources. These reports 

are helpful but do not guarantee that a vehicle is accidentfree.

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

vehicle department. 

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

provides information on safety defect recalls, complaints, 

and technical service bulletins.

• Make sure any mileage disclosures match the odometer 

reading on the car. 

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

in effect, contact the manufacturer to make sure you can 

use the coverage. 

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

read it carefully.

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

agree in advance that you will pay for the examination 

if the car passes inspection, but the seller will pay 

if significant problems are discovered. A qualified 

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

bags, and undercarriage as well as the engine.

• Examine dealer documents carefully. Make sure you are 

buying—not leasing—the vehicle. Leases use terms such 

as “balloon payment” and “base mileage” disclosures.

DEALER VERSUS PRIVATE-PARTY 

PURCHASES

The Federal Trade Commission requires dealers to post a 

Buyer’s Guide in the window of each used car or truck on 

their lot. This guide specifies whether the vehicle is being 

sold “as is” (in the vehicle’s current condition, without a 

warranty) or with a warranty, and what percentage of repair 

costs a dealer will pay under the warranty. Keep in mind 
10 www.USA.gov To contact an organization, use the directory beginning on page 60. 

CARS

DRIVING HOME WITH PRIVACY

There are many types of computer systems at work in your 

car. Some of which are needed so that the car can operate 

and communicate to the car manufacturer about how the 

car is running. Others are optional to improve comfort 

and convenience, such as internal GPS and infotainment 

systems that allow you to sync to your mobile phone or 

digital music, toll collection transmitters, and Wi-Fi. 

These are great benefits, however these conveniences 

come at the price of your privacy. The terms of service for 

in-car computer systems may let companies record data 

about how and where you drive, radio stations you listen 

to, and may record entire phone conversations and text 

messages you dictate over the communication systems. 

Even if you cancel your subscription, the service provider 

can sell data about you to marketers and advertisers. Before 

you subscribe to these services:

• Read the terms of service and privacy policies.

• Disconnect Bluetooth or in-car Wi-Fi networks when 

you aren’t using them. 

• If you resell your car be sure to erase all the navigation 

data, phone contact lists, and stored locations from the 

in-car computer and communication systems. 

that private sellers generally have less responsibility than 

dealers do for defects or other problems. FTC rules do not 

apply to private-party sales.

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

an individual. Many dealers inspect their cars and provide 

an inspection report with each one. However, this is no 

substitute for your own inspection. Some dealers provide 

limited warranties, and most sell extended warranties. 

Watch out for dealer warranties that are “power train” 

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

warranties. It is best to compare warranties that are 

available from other sources.

Some dealers sell “certified” cars. This generally means 

that the cars have had a more thorough inspection and 

come with a limited warranty. Prices for certified cars are 

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

and what is covered under the warranty.

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

because you are dealing with an institution, which means 

you are better protected by law. Purchasing a car from 

a private seller may save you money, but there are risks. 

The car could be stolen, damaged, or still under a finance 

agreement. If a private seller lies to you about the condition 

of the vehicle, you may sue the individual if you have 

evidence and you can find him or her. An individual is very 

unlikely to provide a written warranty.

FINANCING

Most car buyers today need some form of financing to 

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

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

lending, a buyer agrees to pay the amount financed, plus an 

agreed-upon finance charge, over a specified time period. 

Once a buyer and a vehicle dealership enter into a contract 

to purchase a vehicle, the buyer uses the loan proceeds 

from the direct lender to pay the dealership for the vehicle. 

Another common form is dealership financing, which offers 

convenience, financing options, and sometimes special, 

manufacturer-sponsored, low-rate deals. Before you make a 

financing decision, it is important to do your research:

• Decide in advance how much you can afford to spend and 

stick to your limit.

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

before applying for a loan.

• Check car buying guides to identify price ranges and best 

available deals.

• Request a loan that does not include a prepayment 

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

More information about vehicle financing, deciding what 

you can afford, and consumer protections is available 

at www.consumer.ftc.gov/articles/0056-understandingvehicle-financing. Visit www.consumerfinance.gov if you 

need to file a complaint about your auto loan.

LEASING

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

Monthly payments for a lease may be lower than loan 

payments, but at the end of the lease, you do not own or 

have any equity in the car. To get the best deal, follow this 

advice in addition to the general suggestions for buying a 

car (p. 8):

• Compare leasing versus owning. The Consumer Leasing 

Act requires leasing companies to give you information on 

monthly payments and other charges. 

• Shop around to compare lease offers from multiple 

dealers.

• Find out what the down payment, or capitalized cost 

reduction, is for the lease. Consumers with better credit 

scores qualify for the low down payments and rates that 

are advertised in commercials.

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

include the down payment. A lease with a higher down 

payment and low monthly payments may be a better deal 

for you.

• Consider using an independent agent rather than 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.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 11

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CARS

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

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

of 10 to 25 cents for each additional mile.

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

entire lease term and the number of miles you are likely to 

drive.

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

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

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

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

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

charged for “missing” equipment later.

Get more information about auto leases from www.

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

RECALLS, “LEMON” LAWS, AND SECRET 

WARRANTIES

Sometimes a manufacturer makes a design or production 

mistake on a motor vehicle. A technical service bulletin 

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

Because these free repairs are not publicized, they are 

called “secret warranties.”

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

check whether the manufacturer has recalled your vehicle. 

Find information about recalls, and other safety defects 

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

recallsearch.cfm or call the DOT’s Vehicle Safety Hotline 

at 1-800-424-9393. You should report hazards that are not 

listed to your dealer, the manufacturer of the vehicle (p. 61), 

and NHTSA at www-odi.nhtsa.dot.gov/ivoq. If a safetyrelated defect exists, the maker must fix it at no cost to 

you—even if your warranty has expired. 

“Lemon” Laws

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

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

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

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

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

on things like:

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

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

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

engine, transmission, or steering controls.

• You have to have given repair shops a reasonable number 

of attempts to fix the problem.

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

it for a certain number of days within the year.

Contact your state or local consumer protection office (p. 

102) to learn whether you have such protections and what 

steps you must take to get your problem solved. If you 

believe your car is a “lemon”:

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

it in for repairs.

• Get and keep copies of the repair orders listing the 

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

shop.

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

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

of automotive manufacturers (p. 61). 

The Center for Auto Safety (p. 100) gathers information and 

complaints concerning safety defects, recalls, technical 

service bulletins, and state “lemon” laws. 

REPAIRS

Whenever you take a car to the repair shop:

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

independent consumer-rating organization should be 

able to help you. Look for shops that display various 

certifications that are current. You should also check 

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

protection office (p. 102), or the Better Business Bureau 

(p. 63). 

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

problem.

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

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

Never sign a blank repair order. If the problem cannot be 

diagnosed on the spot, insist that the shop contact you 

for authorization once it has found the problem.

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

• Follow the warranty instructions if a repair is covered 

under warranty.

• Get all repair warranties in writing.

• Keep copies of all paperwork.

Some states, cities, and counties have special laws that 

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

state, contact your state or local consumer protection office 

(p. 102). View the FTC’s consumer guide to auto repair at 

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

more information.

CAR REPOSSESSIONS 

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

can take your vehicle back if you miss a payment or in some
12 www.USA.gov To contact an organization, use the directory beginning on page 60. 

CARS

other way violate the contract. You should also be aware 

that the lender: 

• Can repossess with cause without advance notice.

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

repossessed vehicle back.

• Can sell the vehicle at auction.

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

vehicle’s auction price and what you owe.

• Cannot break into your home or physically threaten 

someone while taking the vehicle.

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

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

sure to get the agreement in writing. Contact your state or 

local consumer protection office (p. 102) to find out whether 

your state gives you any additional rights.

RENTING

Before renting a car:

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

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

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

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

• Check in advance to be sure you are not duplicating 

insurance coverage. If you decline coverage, make sure 

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

also have coverage through your personal auto insurance 

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

use to reserve the rental. See credit card perks (p. 14).

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

charged for services you did not request.

• Carefully inspect the vehicle and its tires before renting, 

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

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

together to verify that you did not damage it.

• Check refueling policies and charges. Some rental 

companies, particularly at airports, may require you to 

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

receipt when you return the car.

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

holds on the funds in your checking account. 

Visit www.insureuonline.org/consumer_auto_car_rental_

insurance.htm for more information about renting a car and 

the insurance options. Some states have laws to address 

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

your state or local consumer protection office (p. 102) for 

information or to file a complaint.

CAR SHARING SERVICES

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

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

you can now subscribe to services offered by car sharing 

companies. These companies allow you to borrow a 

vehicle for short-term use. These car sharing services 

charge members on an hourly basis, as opposed to a 

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

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

of car ownership. Do some research. Talk to or read online 

reviews from subscribers about their experiences. Ask 

about:

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

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

or are denied membership?

• Availability of cars. Are there cars available at times 

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

reserve it?

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

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

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

same condition as when you borrowed it.

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

or does the company pay for it?

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

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

dedicated customer service hotline?

• Cancellation. How far in advance must you give notice 

in order to cancel a reservation or your membership? 

Can the company cancel your membership without 

notification?

• Damages. Are you responsible for damages, even if 

they were not your fault or happened after you returned 

the car? This is especially important if you return the car 

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

• Insurance. Do your fees include insurance? Remember, 

you may be insured by a personal policy or the credit card 

that you use to pay for this service.

CREDIT

Like everything else you buy, it pays to comparison shop 

for credit. Shop online personal finance websites for up-todate interest rate reports on mortgages, auto loans, credit 

cards, home equity loans, and other banking products. 

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. 
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 13

you may have to pay interest from the date you use your 

card or the date the purchase is posted to your account. 

• Finance charges. Most lenders calculate finance 

charges using an average daily account balance, which 

is the average of what you owed each day in the billing 

cycle. Look for offers that use an adjusted balance, which 

subtracts your payment from your beginning balance. 

This method usually has the lowest finance charges. 

Check whether there is a minimum finance charge.

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

make a late payment, or go over your credit limit. Some 

credit card companies also charge a monthly fee. Be 

careful: sometimes companies may also try to upsell 

by offering other services such as credit protection, 

insurance, or debt coverage.

• Terms and conditions. Read the agreement before 

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

the requirements, such as mandatory arbitration or 

repossession clauses.

• Security features. Does the card allow you to receive 

fraud alerts or text messages immediately after 

purchases, or let you turn your card on and off?

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

security features, that rely on an embedded chip instead 

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

you travel internationally. 

CREDIT

CREDIT

Retailers are permitted to place a charge or surcharge 

on your credit card purchases, up to 3%, of your total 

purchase. If a retailer charges a surcharge, it must be 

clearly disclosed in the store and on your receipt. 

These checkout fees may also come in the form of a 

discount to consumers that pay with cash. Retailers in 

CA, CO, CT, FL, KS, MA, ME, NY, OK, TX, and UT are 

not permitted to charge credit card surcharges.

Retailers are also allowed to set a $10 minimum 

purchase amount for credit card purchases. However, 

they cannot charge fees or set minimum purchase 

amounts on debit card purchases. Visit 

www.knowyourcard.org for more information on credit 

card surcharges.

 BEWARE: CREDIT CARD SURCHARGES

LOST AND STOLEN CREDIT CARDS

Immediately call the card issuer when you suspect a credit 

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

loss or theft of a card, you have no further responsibility for 

unauthorized charges. In any event, your maximum liability 

under federal law is $50 per card.

When you apply for credit, a creditor may not:

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

religion.

• Ask about your marital status or your spouse—unless 

you are applying for a joint account or relying on your 

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

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

Mexico, Texas, Washington, or Wisconsin).

• Ask about your plans to have, or raise, children.

• Refuse to consider public assistance income, regularly 

received alimony, or child support.

• Refuse to consider income because of your sex or marital 

status, or because it is from part-time work or retirement 

benefits.

You have the right to: 

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

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

combined last name.

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

necessary.

• Keep your own accounts after you change your name 

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

evidence that you are unable or unwilling to pay.

• Know why a credit application is rejected—the creditor 

must give you the specific reasons, or tell you where and 

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

determine its rejection, if you ask within 60 days.

• Have accounts shared with your spouse reported in both 

of your names.

• Know how much it will cost to borrow money.

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

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

www.consumerfinance.gov/fair-lending. 

CREDIT CARDS

There are many types of credit cards with various features, 

but there is no one best credit card. The card you choose 

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

use it for everyday purchases or larger purchases? Do you 

plan to pay off your balance each month?

 When you apply for a credit card, consider:

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

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

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

the finance charge on your balance each billing period.

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

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

cardholder. 

• Rewards programs. Can you earn points for flights, 

hotel stays, and gift certificates to your favorite retailers? 

Use online tools to find the card that offers the best 

rewards for you.

• Grace period. This is the number of days you have to pay 

your bill before finance charges start. Without this period, 
14 www.USA.gov To contact an organization, use the directory beginning on page 60. 

The Fair Credit and Charge Card Disclosure Act requires 

credit and charge card issuers to include this information 

on credit applications. You can also do your own research. 

There are many websites available to help you compare 

credit cards; some provide free credit card tips, reviews of 

credit cards, and calculators.

Visit www.federalreserve.gov/creditcard to view an 

interactive version of a sample credit card bill.

The Consumer Financial Protection Bureau (CFPB) 

provides useful information for consumers on selecting 

a credit card appropriate for their needs. See “How 

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

consumerfinance.gov/blog/how-do-i-shop-for-a-creditcard.

Complaints

To complain about a problem with your credit card company, 

call the number on the back of your card or try to resolve 

it with the CFPB (p. 89). If you fail to resolve the issue, 

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

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

the best federal or state regulatory agency to contact.

Contact the CFPB to complain about a credit bureau. For 

complaints about a department store that offers credit, 

or other Federal Deposit Insurance Corporation (FDIC)-

insured financial institution, write to the agency’s Consumer 

Response Center (p. 98). You may also file a complaint with 

the FTC at www.consumer.ftc.gov. 

Credit Card Billing Disputes 

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

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

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

receive. To dispute these charges:

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

statement date of the bill with the disputed charge. 

• Include your name and account number, the date 

and amount of the disputed charge, and a complete 

explanation of why you are disputing the charge. To 

CREDIT CARD PERKS

Did you know that your credit card may offer you some 

other protections that are not typically advertised? For 

instance, if you rent a car, your credit card issuer may offer 

you auto insurance coverage for the rental. You may also 

have travel insurance available if your trip was delayed, 

you had to cancel your trip because you or an immediate 

family member became ill, or your luggage was lost during 

the trip. Some credit card networks even offer return 

assistance programs that extend the window for returning 

unused merchandise. The rules vary between cards and 

the issuers. Check out the Consumer Financial Protection 

Bureau’s database to find your credit card agreement 

www.consumerfinance.gov/credit-cards/agreements and 

learn which additional protections you have.

CREDIT

ensure it is received, send your letter by certified mail, 

with a return receipt requested.

• The creditor or card issuer must acknowledge your letter 

in writing within 30 days of receiving it and conduct an 

investigation within 90 days of receiving your letter. You 

do not have to pay the amount in dispute during the 

investigation.

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

and remove any fees. 

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

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

finance charges.

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

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

the creditor, unless your agreement includes a mandatory 

arbitration clause (p. 55).

CREDIT REPORTS AND SCORES

A credit report contains information on where you work 

and live, how you pay your bills, whether you have been 

sued or arrested, or have filed for bankruptcy. Credit 

reporting agencies (CRAs) gather this information and sell 

it to creditors, employers, insurers, and others. The most 

common type of CRA is the credit bureau. There are three 

major credit bureaus: 

• Equifax: 1-800-685-1111 or www.equifax.com. To place a 

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

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

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

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

The CFPB (p. 89) is responsible for overseeing the credit 

reporting agencies and receiving complaints about them.

Credit Scores 

A credit score is a number that lenders and other 

companies use to evaluate your credit-worthiness. Scores 

generally range between 300 and 850. The higher your 

score, the less risk you pose to creditors. 

Credit scores are based on the information in your credit 

reports. There is not just one universal credit score; there 

are different versions, created by different companies. Each 

credit score provider uses their own formula to create a 

score for you and places different amounts of emphasis on 

several factors, such as: 

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

• Available credit. What is the total amount of credit 

available across all of your accounts?

• Credit utilization. How much of your available credit 

are you using?

• Inquiries and new accounts. Have you recently 

applied for credit or purchased items that required a 

company to review your credit reports?
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 15

• Type of accounts. What is the mix between your 

mortgage, car loans, credit cards, and other credit 

accounts?

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

your oldest and newest accounts, along with the average 

across all accounts?

Although you can get your credit reports for free from www.

annualcreditreport.com, you normally have to pay to get 

your credit score.

Tips for Building a Better Credit History

• Pay your bills on time. Delinquent payments and 

collections negatively affect your score.

• Keep balances low on credit cards and other “revolving 

credit.” High outstanding debt lowers your score.

• Apply for and open new credit accounts only as needed. 

Don’t open an account just to have a better credit mix; it 

probably will not raise your score.

• Pay off debt instead of moving it around. 

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

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

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

deals that offer you a fast, easy solution.

Negative Information in Your Credit Report

Negative information concerning your use of credit can 

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

can be kept for 10 years, paid tax liens for seven years and 

unpaid tax liens indefinitely. Information about a lawsuit or 

CREDIT

CREDIT

ORDER YOUR FREE CREDIT REPORTS

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

of the three major credit reporting agencies—Equifax, 

Experian, and TransUnion. If you ask the credit bureaus 

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

You may want to request your credit reports one at a 

time, every four months, so you can monitor your credit 

throughout the year without having to pay for a report. 

To order your free report, you must go through www.

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

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

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

and address correct?

• Are employers, creditors, or home addresses listed that 

don’t belong to you? 

• Are account statuses correctly reported as open, 

closed, delinquent? 

• Do judgements, such as liens or bankruptcies, appear 

correctly? 

If there are any inaccuracies, contact the credit reporting 

agency and creditor that furnished that information to 

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

complaint with the Consumer Financial Protection Bureau. 

an unpaid judgment against you can be reported for seven 

years or until the statute of limitations runs out, whichever 

is longer. Inquiries remain on your report for two years.

Other negative items that can land on your credit report are 

outstanding parking fines and local government debts.

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

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

address, and telephone number of the CRA that provided 

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

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

company denies you credit based on the report. 

If there is inaccurate or incomplete information in your 

credit report:

• Contact the CRA and the company that provided the 

information.

• Tell the CRA in writing what information you believe is 

inaccurate. Keep a copy of all correspondence.

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

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

your report to the major credit reporting agency’s online 

dispute website when you submit your dispute.

Under the FCRA, the information provider is required 

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

information is found to be incorrect, the FCRA requires 

that company to notify all nationwide CRAs to correct your 

file. If the investigation does not solve your dispute, ask that 

your statement concerning the dispute be included in your 

file. A notice of your dispute must be included whenever the 

CRA reports the negative item. 

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

a personal debt repayment plan will improve your credit 

history. Credit repair companies advertise that they can 

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

Credit Repair Organizations Act, credit repair companies 

cannot require you to pay until they have completed 

promised services. They must also give you:

• A copy of the Consumer Credit File Rights Under State and 

Federal Law before you sign a contract.

• A written contract that spells out your rights and 

obligations.

• Three days to cancel without paying any fees.

Some credit repair companies promise to help you 

establish a whole new credit identity. You can be charged 

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

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

false statements on a loan or credit application, to give 

a false Social Security number, or to obtain an Employer 

Identification Number from the Internal Revenue Service 

under false pretenses. Contact your state consumer affairs 

office (p. 102) if you were the victim of a credit repair scam.

DEALING WITH DEBT 

If you want to reduce your amount of debt, you can do 

some work on your own. First, develop a realistic budget 

so you can see your income and expenses in one place and 
16 www.USA.gov To contact an organization, use the directory beginning on page 60. 

CREDIT

look for ways to save money. Contact your creditors and 

inform them that you are having difficulty making payments; 

they may be able to modify your payment plan. For help 

in creating a budget, visit www.mymoney.gov or www.

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

Debt Collection

The Fair Debt Collection Practices Act applies to those 

who collect debts owed to creditors for personal, family, 

and household expenditures. These debts include car 

loans, mortgages, charge accounts, and money owed for 

medical bills. A debt collector is someone hired to collect 

money you owe. 

Within five days after a debt collector first contacts you, the 

collector must send you a written notice that tells you the 

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

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

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

payment. If you believe you do not owe the money, contact 

the creditor in writing and send a copy to the collection 

agency with a letter telling it not to contact you. 

A debt collector may not:

• Contact you at unreasonable times, for example, before 8 

am or after 9 pm, unless you agree.

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

employer disapproves.

• Contact you after you write a letter telling the collector to 

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

to take a specific action.

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

except to find out where you live and work.

• Harass you with repeated telephone calls, profane 

language, or threats to harm you.

• Make any false statement or claim that you will be arrested.

• Threaten to have money deducted from your paycheck 

or to sue you, unless the collection agency or creditor 

intends to do so and it is legal.

To file a complaint about a debt collection company, contact 

the Federal Trade Commission (p. 98) and your state or 

local consumer protection agency (p. 102).

Credit Counseling Services

Counseling services are available to help people budget 

money and pay bills. Credit unions, extension offices, 

military family service centers, and religious organizations 

are among those that may offer free or low-cost credit 

counseling. 

Some local nonprofit agencies provide educational 

programs on money management and can help you develop 

debt payment plans. Make certain that the agency is 

accredited by a nationally recognized association of credit 

counselors.

Typically, a counseling service will negotiate lower 

payments with your creditors, and then make the payments 

using money you send to it each month. The cost of setting 

up this debt-management plan is paid by the creditor, not 

you. Ask these questions to find the best counselor for you:

• What services do you offer? Look for an organization 

that offers budget counseling and money management 

classes as well as debt-management planning. 

• Do you offer free information? Avoid organizations that 

charge for information or make you provide a lot of details 

about your problem first.

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

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

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

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

reports on your accounts?

• Can they get creditors to lower or eliminate interest and 

fees? If the answer is yes, contact your creditors to verify 

this.

• Are the fees mandatory or is it possible to get services for 

a reduced price or for free? If an organization will not help 

you because you cannot afford to pay, go somewhere else 

for help.

• Will the counselor help you prevent future debt 

problems? Getting a plan for avoiding future debt is as 

important as solving the immediate debt problem.

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

writing before you pay any money.

• Are your counselors accredited or certified? Legitimate 

credit counseling firms are affiliated with the National 

Foundation for Credit Counseling (p. 133), Association 

of Credit Counseling Professionals (p.131), or the 

Association of Independent Consumer Credit 

Counseling Agencies (p. 131). 

Check with your local consumer protection agency (p. 102) 

and the Better Business Bureau (p. 63) to see whether any 

complaints have been filed about the counseling service 

you are considering.

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

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

counseling agencies or credit counseling providers. 

Personal Bankruptcy

Bankruptcy generally is considered the debt management 

option of last resort because the results are long-lasting 

and far-reaching. The Bankruptcy Abuse and Prevention 

Act of 2005 established more stringent rules for consumers 

and attorneys. 

There may be multiple steps in the bankruptcy filing 

process:

• Debtors must file documents, including itemized 

statements of monthly net income, proof of income 

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

preceding year (four years for Chapter 13 bankruptcies).

• Debtors must take a pre-filing credit counseling and postfiling education course to have debts discharged. To find 

an approved credit counseling provider, visit 

www.justice.gov/ust.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 17

EDUCATION

EDUCATION

COLLEGE ACCREDITATION

Accreditation ensures that education provided by 

institutions of higher education meets acceptable levels 

of quality. The Secretary of Education is required by law to 

publish a list of nationally recognized accrediting agencies 

that it determines to be reliable authorities on the quality 

of education or training provided by the institutions of 

higher education and the higher education programs 

they accredit. You can access the list at ope.ed.gov/

accreditation.

• Debtors face increased filing fees, plus fees for credit 

counseling and education.

• The bankruptcy petition and process are complicated, so 

it is very difficult to file without an attorney. 

LOANS

There are different types of loans. Some are secured 

loans, where you pledge collateral. Collateral is an item 

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

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

If you cannot pay back the loan, the lender will take your 

collateral to get their money back. Other types of loans, 

unsecured loans, do not use property as collateral. Lenders 

consider these as more risky than secured loans, so they 

charge a higher interest rate for them. Most credit cards are 

unsecured loans, although some consumers have secured 

credit cards. Two very common types of secured loans are 

home equity and installment loans.

Home Equity Loans

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

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

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

bills, and home repairs. Consider carefully before taking out 

a home equity loan. If you are unable to make payments on 

time, you could lose your home.

Home equity loans can be either a revolving line of credit 

or a lump sum. Revolving credit lets you withdraw funds 

when you need them. A lump sum is a one-time, closed-end 

loan for a particular purpose, such as remodeling or tuition. 

Apply for a home equity loan through a bank or credit union 

first. These loans are likely to cost less than those offered 

by finance companies.

See Housing (p. 25) for helpful information about buying, 

leasing, renting, or repairing a home.

Installment Loans

Installment loans are loans that are repaid over time with 

a set number of scheduled payments; the most common 

installment loans are home or car loans. Before you sign 

an agreement for a loan to buy a house, a car, or other large 

purchase, make sure you fully understand all of the lender’s 

terms and conditions, including: 

• The dollar amount you are borrowing.

• The payment amounts and when they are due.

• The total finance charge, including all interest and fees 

you must pay to get the loan.

• The APR, the rate of interest you will pay over the full term 

of the loan.

• Penalties for late payments.

• What the lender will do if you cannot pay back the loan.

• Penalties if you pay the loan back early.

The Truth in Lending Act requires lenders to give you this 

information so you can compare different offers. 

EDUCATION

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

www.studentaid.ed.gov, provides information on preparing 

for and funding education beyond high school with details 

on federal aid programs. Another source of information 

on financial assistance is www.finaid.org. Both sites offer 

calculators to help you determine how much school will 

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

will need.

There are steps you can take as you plan for college 

expenses. Check the Department of Education’s infographic 

that shows how to apply for financial aid and college at 

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

png. Also, the National Association of Student Financial 

Aid Administrators provides advice, tips, and information 

on financing your education at www.nasfaa.org.

PAYING FOR COLLEGE 101

Many state governments have created 529 Plans that make it 

easier for families to save for their child’s education. These 

plans, which can be sponsored by states or institutions of 

higher learning, encourage saving for future college costs, 

and the earnings grow tax-free. There are two main types: 

“prepaid tuition plans” and “college savings plans.” Prepaid 

plans allow you to pay for your child’s college tuition based 

on today’s costs, and then pay out at the future (higher) cost 

once your child is in college. College savings plans allow 

you to invest money in several investment funds, ranging in 
18 www.USA.gov To contact an organization, use the directory beginning on page 60. 

EDUCATION

Private student loans can be a needed financial resource 

to pay for college. Lenders require borrowers to have a 

co-signer to qualify for a private loan and lower interest 

rates. Unfortunately, having a co-signer can cause 

problems for you down the road, if this person files for 

bankruptcy or dies. You could find yourself in automatic 

default, with the lender requiring you to pay the entire loan 

amount immediately. 

An automatic default can place a strain on your budget, 

negatively impact your credit report, and prevent you from 

getting hired for jobs or being approved for a mortgage.

Some lenders state that they offer a co-signer release on 

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

a certain number of on-time payments. Contact your 

lender to see if you qualify for a co-signer release. The 

Consumer Financial Protection Bureau (CFPB) offers a 

sample co-signer release letter at files.consumerfinance.

gov/f/201404_cfpb_inquiry-letter_how-to-releasecosigner.doc to help you with the request. If your lender 

will not help you, file a complaint with the CFPB (p. 89).

 BEWARE: AUTOMATIC DEFAULT ON STUDENT LOANS

MY COLLEGE CLOSED - NOW WHAT?

If your college or university closes permanently while you 

are enrolled or shortly after you withdraw, you could be 

stuck with student loan debt and no degree to make it 

worthwhile. 

There is consoling news. If you have federal student loans 

you may be eligible for a student loan discharge. However, 

you are not eligible for a loan discharge if you transfer to 

another college to complete your degree. 

You will still be required to repay the full amount of 

the loan, if you have private student loans. Check with 

your state’s department of education or your lender for 

information about programs to help you in this situation. 

Visit studentaid.ed.gov/repay-loans/forgivenesscancellation/closed-school for more information.

risk level, to pay for your child’s college education. There may 

also be tax benefits, such as credit and deductions, when 

you contribute to some college savings plans. Visit www.

collegesavings.org for more information about the different 

types of 529 Plans and the plans available in each state.

Financial Aid

Student financial aid is available from a variety of sources, 

including the federal government, individual states, colleges 

and universities, and other public and private agencies and 

organizations. The four basic types of college aid are:

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

generally awarded according to financial need.

• Work-Study. The Federal Work-Study Program (FWS) 

is a federally funded source of financial assistance used 

to offset financial education costs. Students who qualify 

earn money by working while attending school. This 

money does not have to be repaid.

• Loans. Funds are borrowed and must be repaid with 

interest. As a general rule, federal student loans have 

more favorable terms and lower interest rates than 

traditional consumer loans.

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

community organizations, private institutions, and trusts. 

Scholarships do not have to be repaid and are generally 

awarded based on specific criteria.

Applying for Aid

You must complete and submit a Free Application for 

Federal Student Aid (FAFSASM) to apply for federal student 

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

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

Some companies offer to help you find scholarships or 

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

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

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

more about financial aid scams at 

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

Federal Student Aid Information Center

The Federal Student Aid Information Center (FSAIC) can 

answer your federal student financial aid questions and can 

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

FSAIC automated response system to find out whether your 

FAFSASM has been processed and to request a copy of your 

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

see page 90.

Federal Loan Program Repayment Information

• Public Service Loan Forgiveness Program. Offers 

forgiveness for outstanding federal loans for individuals 

working full time in public service jobs. 

• Income-Based Repayment Plan. Helps to make 

repaying education loans more affordable for low-income 

borrowers. 

Both programs offer generous benefits, but the rules may 

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

For more information on these programs as well as other 

repayment options:

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

www.studentaid.ed.gov/repay-loans

• National Association of Student Financial Aid 

Administrators: www.nasfaa.org
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 19

EMPLOYMENT

EMPLOYMENT

PRE-EMPLOYMENT CREDIT CHECKS

Potential employers are not just reading your résumé; they 

are also reviewing your credit history to find out:

• If you pay your bills on time.

• How much money you owe.

• If someone has sued you.

Potential employers must notify you and ask your 

permission before they request your credit report. 

Visit www.annualcreditreport.com to get a copy of your 

report before you begin your job search, so you can see 

and correct inaccuracies.

If a company decides not to hire you because of your credit 

report, it must tell you so. It must also inform you of your 

rights to get a free report, and your rights to dispute the 

accuracy of the report.

Comparing Student Loans

Not all student loans are the same, especially federal and 

private loans. Federal student loans are offered through the 

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

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

offer loans at lower interest rates than private loans. While 

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

private loans make this a requirement. Visit studentaid.

ed.gov/types/loans/federal-vs-private for more information 

about the difference between these loans. 

The Consumer Financial Protection Bureau (CFPB) has 

a Know Before You Owe Student Loan website, www.

consumerfinance.gov/paying-for-college/comparefinancial-aid-and-college-cost. This financial aid tool lets 

you compare financial aid offers from multiple colleges. 

Defaulting on Student Loans

Take steps to avoid defaulting on your student loan. Before 

you get the loan, determine how much money you need to 

borrow and only borrow that amount. When you get the 

loan, make certain that you understand the details such as 

the payment terms and what type of loan you have. Once 

your student loan becomes due:

• Maintain accurate records of your loan, including the loan 

agreement, interest rates, and account numbers.

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

• Make certain that the loan servicer has your current 

contact and bank account information (if payments are 

withdrawn automatically).

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

student loan as scheduled. Your loan becomes delinquent 

the first day after you miss a payment. However, the loan is 

not in default until 270 days have passed without a payment. 

The consequences of default can be severe, including: 

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

immediately due and payable.

• Your loan account is assigned to a collection agency.

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

damaging your credit rating. 

• Your federal and state taxes may be withheld through a 

tax offset. This means that the Internal Revenue Service 

can take your federal and state tax refund to collect any of 

your defaulted student loan debt.

• Your employer can withhold money from your pay and 

send the money to the government. This process is called 

wage garnishment.

Contact your loan servicer immediately if you are having 

difficulty making your payments. The servicer may be able 

to help by changing your repayment plan, switching the due 

date, getting a deferment or forbearance, or consolidating 

your student loans.

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

information to help you avoid defaulting on your student 

loan.

EMPLOYMENT

Times have changed for job searching, and numerous 

websites are now available that post private industry 

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

However, these sites and new methods do not replace 

traditional and proven job-hunting approaches such as 

networking, personal contacts, business organizations, and 

interviewing.

EMPLOYMENT AGENCIES AND RECRUITERS

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

employment agencies or receive calls from recruiters that 

promise wonderful opportunities. While some companies 

honestly want to help you, others are more interested in 

taking your money. Be wary of:

• Promises to get you a job and a guaranteed income

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

you are dissatisfied

• Employment agencies whose ads read like job ads

• Promotions of “previously undisclosed” government 

jobs. All federal jobs are announced to the public at 

www.usajobs.gov.
20 www.USA.gov To contact an organization, use the directory beginning on page 60. 

EMPLOYMENT

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. 102) and the Better 

Business Bureau (p. 63) to see whether any complaints have 

been filed about a company. 

The Federal Trade Commission (p. 98) investigates 

businesses that fraudulently advertise employment 

openings and guarantee job placement. Contact the FTC if 

you have a complaint. 

WORK-AT-HOME COMPANIES 

Not all work-at-home opportunities deliver on their 

promises. Some classic work-at-home schemes are 

medical billing, envelope stuffing, and assembly or 

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

of America’s Fastest-Growing Industries. Earn thousands 

of dollars a month from your home!”. Legitimate work-athome program sponsors should tell you, in writing, what 

is involved in the program they are selling. Here are some 

questions you might ask a promoter:

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

sponsor to list every step of the job.

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

commission?

• Who will pay me?

• When will I get my first paycheck?

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

including supplies, equipment, and membership fees? 

What will I get for my money?

The answers to these questions may help you determine 

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

circumstances and whether it is legitimate.

Multilevel Marketing 

Some multilevel marketing plans are legitimate; however, 

others are illegal pyramid schemes. In pyramids, 

commissions are based on the number of distributors 

recruited, rather than actual products that are sold. 

If you are thinking about joining what appears to be a 

legitimate multilevel marketing plan, take time to learn about 

the plan:

• What is the company’s track record?

• What products does it sell?

• Does it sell products to the public at large?

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

about its product?

• Is the product competitively priced?

• Is the product likely to appeal to a large customer base?

• How much does it cost to join the plan?

• Are monthly minimum sales required to earn a 

commission?

• Will you be required to recruit new distributors to earn 

your commission?

Unemployment 

The government’s Unemployment Insurance Program 

provides benefits to eligible workers who become 

unemployed through no fault of their own and who meet 

other eligibility requirements. Each state administers 

its own program under federal guidelines. Eligibility 

requirements, benefit amounts, and length of benefits are 

determined by the states. Go to www.dol.gov/dol/topic/

unemployment-insurance/index.htm for more information.

In addition, some states are extending unemployment 

benefits for eligible recipients. The length of the extensions 

vary by state. Visit www.workforcesecurity.doleta.gov

for the latest information regarding your state’s benefit 

programs. 

FOOD AND NUTRITION

Consumers have a wide variety of food choices available. 

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

your budget. 

HEALTHY FOOD CHOICES

To help you make healthy food choices, the federal 

government posts dietary guidelines at www.health.

gov/dietaryguidelines. Federal regulations also require 

many foods to identify fat content, fiber, and nutrients on 

their labels. Visit www.fda.gov/Food/ResourcesForYou/

Consumers for more information about food labels.

Check out these resources for advice, tips, and information 

on food shopping and nutrition:

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

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

• Nutrition.gov (www.nutrition.gov)

• MedlinePlus.gov (www.medlineplus.gov)

• Center for Nutrition Policy and Promotion 

(www.cnpp.usda.gov)

• Choose My Plate (www.choosemyplate.gov)

FOOD SAFETY

Food safety in the home revolves around three main 

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

practicing a few simple rules for cleaning, separating, 
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 21

GOING GREEN

GOING GREEN

cooking, and chilling, you can prevent most foodborne 

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

is your gateway to government food safety information, 

including publications you can download or request. You 

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

alerts and recalls.

For more information, here are some additional resources:

• Centers for Disease Control and Prevention (p. 91) 

www.cdc.gov/foodsafety

• FDA’s Food Information Hotline, 

www.fda.gov/Food

1-888-723-3366

• Partnership for Food Safety Education, 

www.fightbac.org

• USDA Food Safety and Inspection Service, 

www.fsis.usda.gov

• USDA Meat and Poultry Hotline, 

1-888-674-6854

SAVING MONEY ON GROCERIES

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

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

the most from your grocery budget:

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

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

you already have.

• Make a shopping list and stick to it.

• Use apps to compare prices between grocery stores so 

that you can get the best deal.

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

best deal. 

• Buy the generic store brand versions of foods.

• Take advantage of store loyalty savings programs, as well 

as clipping coupons and online discounts.

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

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

waste. 

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

manufacturers have reduced the amount of food in the 

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

basically the same as a price increase.

• Visit your local farmers market to find fresh produce. 

Find your local farmers market at search.ams.usda.gov/

farmersmarkets.

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

plentiful, the prices tend to be lower.

• Bring bags. Some stores charge a fee to customers who 

do not bring their own bags.

If you need assistance with food expenses, you may qualify 

for assistance from the Supplemental Nutrition Assistance 

Program (SNAP). Learn more at 

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

Nutrition Program issues coupons to low-income seniors 

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

usda.gov/sfmnp/overview.

ORGANIC FOODS

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

and protect the environment. These foods are grown and 

processed according to USDA regulations and follow 

specific rules concerning pest control, raising animals, and 

the use of additives. Keep in mind that organic and natural 

foods tend to be more expensive than conventionally grown 

foods, and that the USDA does not claim that organic food 

is safer or more nutritious than other foods.

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

USDA organic seal. You can also tell 

whether produce was grown organically by 

checking the price look up code (PLU); if 

the first number starts with a 4, then the 

food was grown conventionally, if it starts 

with a 9, it was grown organically. 

Other common labels that help you choose 

certain types of food products include: 

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

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

access to food, fresh water, and the outdoors.

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

products labeled as “natural” must be minimally processed 

and contain no artificial ingredients.

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

nutrients from grass throughout their life, while organic 

animals’ pasture diet may be supplemented with grain.

Visit www.ams.usda.gov for more information about 

organic foods. 

GOING GREEN

“Going Green” means practicing an environmentally 

friendly and ecologically responsible lifestyle, as well as 

making decisions to help protect the environment and 

sustain natural resources. There are lots of reasons to 

consider going green—too much trash, greenhouse 
22 www.USA.gov To contact an organization, use the directory beginning on page 60. 

GOING GREEN

HEALTH CARE

There are plenty of resources available to help you make 

health care decisions. Be wary of websites sponsored by 

companies that are trying to sell you a particular treatment. 

It is better to contact reputable associations or visit sites 

run by government agencies and recognized organizations. 

This information should complement, not replace, what you 

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

recognized as reliable information sources:

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

and apply for, the Health Insurance Marketplace online. 

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

information and tools to help you stay healthy.

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

symptoms, diseases and procedures.

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

Provides links to websites suggested by librarians.

• MedlinePlus ® (www.medlineplus.gov)—Provides 

information on illnesses, diseases, and wellness issues. 

CHOOSE A DOCTOR

When searching for a primary care doctor, dentist, 

specialist, or other health care professional:

• Find out whether the health care professional is 

licensed in your state. A state or local occupational and 

professional licensing board will be able to give you this 

information.

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

• Ask how often the health care professional has performed 

the procedure you need or has treated your condition. You 

may be able to find some of this information online. 

• Check whether there have been any complaints or 

disciplinary actions taken against the provider you 

are researching. Visit www.docboard.org for more 

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

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

gov/consumer for more advice on identifying providers.

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

and saving money. You can make choices that protect the 

environment and possibly help you save money, such as:

• Turn your thermostat down two degrees in winter and up 

two degrees in summer.

• Make sure your walls and ceilings are well insulated.

• Replace bathroom and kitchen faucets with low-flow 

models.

• Participate in the curbside recycling program. Check 

with your local government to get more information on 

recycling services.

For more ideas to help the environment and your wallet, visit 

www.epa.gov/epahome/home.htm.

BUYING GREEN

The U.S. Environmental Protection Agency (EPA) has a 

green products web portal (www.epa.gov/greenerproducts) 

to help you navigate the complex world of green products. 

The EPA also has a number of eco-labeling partnership 

programs to help you identify greener, safer, and more 

efficient products. Look for these EPA program labels when 

buying:

• Energy Star—For energy-efficient electronics and 

appliances (www.energystar.gov).

• WaterSense®—For water-efficient products 

(www.epa.gov/watersense).

• Design for the Environment (DfE)—For household 

cleaners and other products that have been determined to 

be safer for both your health and the environment (www.

epa.gov/dfe).

• SmartWay Certified Vehicle—For cleaner, more fuelefficient cars and trucks (www.epa.gov/smartway).

You can also choose to buy organic or locally produced 

food and eco-friendly clothing. Go to the U.S. Department 

of Agriculture’s Agricultural Marketing Service at www.

ams.usda.gov/AMSv1.0 for more information about national 

standards covering organic food and fiber. There are no 

national standards for organic clothing, but some fabrics to 

consider include organic cotton, bark cloth, bamboo, and 

organic wool. 

By making greener product choices, you are saving money 

on utilities and fuel, and protecting public health and the 

environment.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 23

HEALTH CARE

HEALTH CARE

MEDICAL CREDIT CARDS

Some health care providers offer deferred-interest credit 

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

procedures.

If you pay off the entire bill before the promotional period 

ends, you will not be responsible for paying any interest 

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

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

promotional period or make any late payments, you will 

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

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

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

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

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

credit card, do some research:

• Read any disclosures and terms of services before 

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

not just orally from staff members.

• Check for the interest rates and when a promotional 

period would end.

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

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

there are better offers available.

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

find out if interest becomes due on future purchases 

immediately or if it is also deferred.

• Determine how much you would have to pay each period 

in order to finish paying the balance before interest 

comes due.

• Find out what doctors participate in your health insurance 

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

(radiologists, anesthesiologists) are also covered by your 

plan, to avoid surprise bills.

Consider these questions regarding your health care 

provider and his or her practice:

• Does the doctor participate in your insurance plan?

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

it have office hours during times when you can make an 

appointment?

• Does the doctor have privileges to practice medicine at 

the hospital you prefer? 

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

you communicate well with each other? Does the doctor 

listen to your concerns and explain diagnoses and 

benefits of new treatments and prescriptions clearly?

• What is the doctor’s appointment cancellation policy? 

Will you have to pay for a cancelled appointment?

Filing a Complaint

If you have a complaint about the medical services you 

received from a physician, you may file a complaint with 

your state medical board. For a complete directory from the 

Federation of State Medical Boards, visit www.fsmb.org/

directory_smb.html. You can also call the Federation at 817-

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

board.

CHOOSE A HEALTH CARE FACILITY 

Online report cards can help you compare health care 

facilities. Compare doctors and health care facilities at 

www.healthgrades.com. In addition, www.usnews.com

rates hospitals based on information collected from 

Medicare records and other sources. The Affordable Care 

Act requires all hospitals to report performance publically.

When determining the best health care facility for you, 

consider these factors:

• Does the facility accept payment from your insurance 

plan?

• Does your doctor have practice privileges to provide 

treatment to patients at the facility?

• What is the quality of the facility?

• Does the facility specialize in services and procedures 

that fit with your medical needs?

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

easily? Find health care facilities in your area at 

findahealthcenter.hrsa.gov/Search_HCC.aspx.

Patient Portals

A patient portal is a website, sponsored by a health 

care facility or health insurer, that gives you electronic 

access to your medical information. You may access 

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

prescriptions, and more. Some portals also provide medical 

advice or have staff that help them to provide medical care 

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

contact your health providers for more information.

Elder Care 

The need for services for seniors has become more 

important. The Eldercare Locator (www.eldercare.gov), a 

public service of the Administration for Community Living, 

U.S. Department of Health and Human Services, is a 

nationwide service that connects older Americans and
24 www.USA.gov To contact an organization, use the directory beginning on page 60. 

HEALTH CARE

Scam artists take advantage of consumers that are 

looking to save money on their health care. However, 

their scams could hurt both your wallet and health 

care coverage. Take these steps to protect yourself 

from frauds:

• Don’t pay anyone to help you navigate the Health 

Insurance Marketplace. There are official navigators 

that can help you for free. 

• Don’t give personal information to someone who 

calls you, claiming to be from the government or 

Medicare. 

• Ask questions if anything is unclear. Double check 

information that is confusing. 

If you suspect fraud, file a complaint with your local 

police department and with the FTC at www.ftc.gov/

complaint. If the fraud involves the Health Insurance 

Marketplace, call 1-800-318-2596. Read more about 

signs of health scams at www.consumer.ftc.gov/

articles/0394-suspect-health-care-scam.

 BEWARE: HEALTH INSURANCE SCAMS

their caregivers with information on senior services. Visit 

acl.gov/Get_Help/Help_Older_Adults/Index.aspx for a list 

of resources to connect older persons, caregivers, and 

professionals with important federal, national, and local 

programs.

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

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

Department of Health and Human Services, will help you 

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

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

• Eldercare Locator (www.eldercare.gov) provides 

information and referral services for those seeking local 

and state support resources for the elderly (p. 92).

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

nonprofit organizations that meet the needs of the elderly.

• The Assisted Living Federation of America 

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

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

• The Commission on Accreditation of Rehabilitation 

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

qualifying facilities; call 1-888-281-6531 (p. 132).

• The Joint Commission accredits hospitals, nursing 

homes, and other health care organizations. Check out a 

local facility at their website www.qualitycheck.org. 

PRESCRIPTION DRUGS 

Your pharmacist oversees an important part of your health 

care by providing the medications prescribed by other 

health care professionals. It is important that you are 

proactive and communicate honestly with your pharmacist. 

Make certain that your pharmacy has your current health 

and prescription insurance information on record so you 

get the best price possible. 

If you have difficulty paying for your medications, contact 

the manufacturer; some pharmaceutical companies 

have patient assistance programs to help you afford your 

medication.

You may decide to replace a trip to the pharmacy with a 

visit to an online pharmacy. While there are legitimate 

online pharmacies, there are also some fraudulent ones 

that advertise prescription drugs for low prices. Beware: 

they can cause you more harm than good, by selling you 

medications that are counterfeit and do not treat your 

condition. 

Fraudulent online pharmacies can also hurt your wallet. 

They may not have security processes in place to protect 

your personal information such as your credit card numbers 

and your home address, putting your privacy at risk. They 

may also charge you for medicines you never received. Be 

suspicious if an online pharmacy:

• Allows you to buy medication without a prescription from 

your doctor.

• Offers medication at deep discounts that seem too good 

to be true.

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

• Sends unsolicited emails (spam) offering cheap drugs.

• Does not have a licensed pharmacist available to answer 

your questions.

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

of safe online pharmacies and get more tips to protect 

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

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

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

MEDICARE PRESCRIPTION DRUG COVERAGE

Medicare offers prescription drug coverage to senior 

citizens and others who need financial assistance get the 

prescription drugs they need. Prescription coverage is 

available under Part D of the program or Part C if you are 

enrolled in the Medicare Advantage Plan. Everyone with 

Medicare can join a drug plan to get this coverage. Not 

all Medicare drug plans are the same. If you are not sure 

whether a drug plan is approved by Medicare, call 1-800-

633-4227. Look for the “Medicare Approved” seal on drug 

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

Medicare prescription drug coverage pays expenses up to 

$2,960; once your prescription costs exceeds that amount, 

you will no longer have coverage and will be responsible 

for the full cost of your drugs. However, once your out-ofpocket spending reaches $4,700, your prescription coverage 
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 25

MEDICAL IDENTITY THEFT

Medical identity theft can occur when someone steals 

your personal information to obtain medical care, buy 

medication, or submit fake claims to your insurer or 

Medicare in your name. To prevent medical identity theft, 

you can:

• Guard your Social Security, Medicare, and health 

insurance identification numbers.

• Review your explanation of benefits or Medicare 

Summary Notice. Report errors to your insurer.

• Request and carefully review a copy of your medical 

records for inaccuracies and conditions that you don’t 

have.

If you believe you have been a victim of medical identity 

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

online at www.ftccomplaintassistant.gov and your health 

insurance company’s fraud department. 

HOUSING

HOUSING

will kick back in. Any amount of prescription drug spending 

between $2,960 and $4,700 is called the coverage gap or 

Medicare “donut hole.” In 2015, if you reach the coverage 

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

brand-name drugs and a 35% discount on generic drugs. 

If you have limited income and resources, you may get 

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

Contact the Centers for Medicare & Medicaid Services 

(p. 92) for more information. 

Visit www.medicare.gov for more information about 

Medicare benefits.

ADVANCE MEDICAL DIRECTIVES

Advance directives are written documents that tell your 

doctors what kind of treatment you want if you become 

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

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

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

you live when you write advance directives. It is also a good 

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

requires hospitals, nursing homes, and other institutions 

that receive Medicare or Medicaid funds to provide written 

information regarding advance medical directives to all 

patients upon admission.

A living will is one type of advance directive that goes into 

effect when a person is terminally ill. A living will does not 

give you the opportunity to select someone to make medical 

decisions for you, but it does allow you to specify the kind 

of treatment you want in specific situations. For example, 

you might choose to specify that you do not want to be 

treated with antibiotics if death is imminent. You can, if you 

choose, include an advance directive that you do not wish to 

be resuscitated if your heart stops or if you stop breathing. 

In this case, a Do Not Resuscitate (DNR) order would be 

entered on your medical chart.

Naming a Durable Power of Attorney 

for Health Care 

A durable power of attorney for health care (sometimes 

called a durable medical power of attorney) specifies the 

person you have chosen to make medical decisions for you. 

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

medical decisions. You need to choose someone who 

meets the legal requirements in your state for acting as your 

agent. State laws vary, but most states disqualify anyone 

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

of your health care provider.

The person you choose as your agent must:

• Be willing to speak and advocate on your behalf.

• Be willing to deal with conflict among friends and family 

members, if it arises.

• Know you well and understand your wishes.

• Be willing to talk with you about these issues.

• Be someone you trust with your life.

HOUSING

Housing is one of the most significant expenses that you 

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

such as choosing the best housing option for you, how 

to finance it, and choosing movers and contractors for 

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

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

the Consumer Financial Protection Bureau at www.

consumerfinance.gov/owning-a-home, as well as your 

local housing departments so you know your rights and 

responsibilities. 

BUY A HOME

Buying a home is one of the most complex financial 

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

legal issues involved, real estate agents and lenders may 

not be acting in your best interest.

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

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

the seller. 
26 www.USA.gov To contact an organization, use the directory beginning on page 60. 

TYPE OF MORTGAGE PROS CONS

Adjustable-rate (ARM) 

or variable-rate mortgage

Usually offers a lower initial rate of interest than 

fixed-rate loans. 

After an initial period, rates fluctuate over 

the life of the loan. When interest rates 

rise, generally so do your loan payments.

Balloon mortgage Usually a fixed-rate loan with relatively low 

payments for a fixed period.

After an initial period, the entire balance 

of the loan is due immediately. This type of 

loan may be risky for some borrowers. 

Federal Housing 

Administration (FHA) 

loans

Allows buyers who may not qualify for a home 

loan to obtain one with a low down payment. 

The size of your loan may be limited. 

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

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

If interest rates fall, you could be stuck 

paying a higher rate.

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

monthly payments for a fixed term. 

After an initial period, the balance 

of the loan is due. This could mean 

higher payments, paying a lump sum, or 

refinancing. 

Reverse mortgage Allows seniors to convert equity in their homes 

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

interest as long as you live in the house. 

The entire loan amount is due immediately 

once the borrower no longer resides in 

the home. This can cause problems for 

borrower’s estate. 

Veterans Administration 

(VA) loan

Guaranteed loans for eligible veterans, active 

duty personnel, and surviving spouses. Offers 

competitive rates, low or no down payments. 

The size of your loan may be limited.

HOUSING

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

homes in a neighborhood will help you avoid paying too 

much.

• Have the property inspected. Use a licensed home 

inspector to inspect the property carefully before you 

agree to buy it.

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

ongoing homeowners association (HOA) or condo fees. 

Mortgages

When shopping for a home mortgage, make sure you obtain 

all of the relevant information:

• Research current interest rates. Check the real estate 

section of your local newspaper, use the Internet, or call 

several lenders for information. 

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

mortgages. You may be able to save thousands of dollars 

in interest charges by getting the shortest-term mortgage 

you can afford.

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

type of loan from multiple lenders so you can compare 

the information. Be sure to get the APR, which takes into 

account not only the interest rate, but also points, broker 

fees, and other credit charges expressed as a yearly rate.

• Ask whether the rate is fixed or adjustable. The interest 

rate on adjustable-rate mortgages (ARMs) can vary a 

great deal over the lifetime of the mortgage. An increase 

of several percentage points might raise payments by 

hundreds of dollars per month.

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

rate and loan payment can change.

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

lenders require 20% of the home’s purchase price as a 

down payment. But many lenders now offer loans that 

require less. In these cases, you may be required to 

purchase private mortgage insurance (PMI) to protect the 

lender if you fall behind on payments.

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

will be. How much will the monthly mortgage payment be 

when the PMI premium is added, and how long will you be 

required to carry PMI?

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

there is a penalty for doing so.

There is a long list of sources for mortgage loans: mortgage 

banks, mortgage brokers, banks, thrifts and credit unions, 

home builders, real estate agencies, and Internet lenders. 

Visit www.hud.gov for more information on home buying 

and mortgages. The Consumer Financial Protection 

Bureau’s Owning a Home at www.consumerfinance.gov/

owning-a-home is another resource.

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

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

consider:
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 27

HOUSING

HOUSING

MORTGAGE RULES TO PROTECT YOU

The Consumer Financial Protection Bureau (CFPB) 

created rules to ensure that you get a mortgage that you 

can afford. Some protections include: 

Ability to Repay

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

They may review your credit history, proof of your 

income and assets, your other debt and living expenses, 

and how much money you have left each month after 

paying your expenses.

• If you’re applying for an adjustable-rate mortgage, your 

ability to repay must be based on the highest interest 

rate you would be charged, rather than teaser rates.

Increased Information 

• You must receive appraisal reports at least 3 days before 

closing on the house.

• Once you have a mortgage, your servicer must send you 

a statement each billing cycle that shows your balance, 

the amount you have paid, how much of your payment 

went to the principal, interest, or escrow.

• Your servicer must inform you 2 months in advance of an 

interest rate increase.

High Cost Loans

• If you apply for a mortgage with high fees, points, or 

APR, you have additional consumer protections. 

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

and state all the fees and costs upfront.

• You must receive counseling from a housing counselor 

and certify to the lender that you received counseling 

about this high cost mortgage.

• Your lender is limited from charging some fees, like 

prepayment penalties, late fees that are more than 4% of 

your regular payment amount, or balloon payments due 

at the end of the loan.

Contact the Consumer Financial Protection Bureau (p. 89) 

for a more information on mortgage rules.

Mortgage Transfers

Mortgage companies must notify you when your loan is 

sold to another company. The rules ensure that you know 

who owns your loan, which is important information if you 

have questions or payment disputes or want to discuss 

loan modifications. Under these rules, the company that 

takes over your loan must send you a notice within 30 days 

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

that “services” or handles your loan might not change, and 

you might continue to send your mortgage payments to the 

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

a separate notice. 

Read CFPB’s overview of your rights at 

www.consumerfinance.gov/askcfpb/215/what-happens-ifmy-servicer-changes-what-do-i-do.html.

AVOID 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. A deficiency 

judgement would require you to pay the difference 

between the amount you owe and your home’s value. Both 

foreclosures and deficiency judgments have a negative 

impact on your credit history. 

These steps can help:

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

problems making your payments, call or write to your 

lender’s Loss Mitigation Department immediately. 

Explain your situation. Be prepared to provide financial 

information, such as your monthly income and expenses. 

Without this information, the lender may not be able to 

help you.

• Stay in your home for now; you may not qualify for 

assistance if you abandon your property. 

• Contact a HUD-approved housing counselor. 

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

housing counseling agency nearest you. These agencies 

are valuable resources. 

• Contact Making Home Affordable for help. Call 

1-888-995-4673, or 1-877-304-9709 for hearing-impaired 

homeowners, to talk to a HUD-approved credit counselor 

who will guide you through your options for free.

Beware of offers and sales pitches that target homeowners 

who are struggling to make mortgage payments. Additional 

advice, resources, and tips for homeowners can be found 

under Home Equity Loans (p. 17) and Homeowners and 

Renters Insurance (p. 31).

MOVING COMPANIES

Not all moving companies are the same. Although many are 

legitimate, some attempt to take advantage of their clients. 

Follow these guidelines to help you choose the right mover: 

• Get a written estimate from several movers. Be wary of 

very low estimates. Some companies quote a low price to 

get a contract and later ask for more money before they 

will remove your belongings from their truck.

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

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

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

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

county, or local consumer affairs agency (p. 102).

• Make sure the mover has insurance. If furniture is 

damaged during the move, the mover’s insurance should 

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

the coverage. Visit www.protectyourmove.gov/consumer/

awareness/valuation/valuation-insurance.htm for 

more information about the levels of mover’s insurance 

coverage.
28 www.USA.gov To contact an organization, use the directory beginning on page 60. 

HOUSING

MORTGAGE REFINANCING

Refinancing your mortgage can help you save money or 

make your monthly payments more affordable. Some 

factors that make it a good idea, include:

• A decrease in interest rates.

• A change in the length of your mortgage.

• A change in the type of mortgage (fixed-rate vs 

adjustable-rate).

Do some research before you decide to refinance. 

• Research interest rates offered by several lenders to 

compare your options.

• Research options available through the Federal Housing 

Administration (FHA), Home Affordable Refinance 

Program (HARP), or your local housing agency.

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

or penalties for early cancellation.

• Gather information about refinancing expenses: 

appraiser, broker fees, real estate attorney, changes in 

taxes. Determine if those expenses are greater than the 

benefits of refinancing. 

For an overview, review the Federal Reserve’s publication 

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

consult a HUD certified housing counselor.

• Check the mover’s record. Contact your state or local 

consumer protection agency (p. 102) or the Better 

Business Bureau (p. 63) to see whether there is a history 

of complaints.

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

file a complaint with the Federal Motor Carrier Safety 

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

www.fmcsa.dot.gov.

HOME IMPROVEMENT AND REPAIRS 

Home improvements and repairs can cost thousands of 

dollars and are the subject of frequent complaints. 

When selecting a contractor:

• Get recommendations and references. Talk to friends, 

family, and others who have used the contractor for 

similar work.

• Get at least three written estimates. Insist that 

contractors come to your home to evaluate what needs 

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

work so you can make meaningful comparisons.

• Check contractor complaint records with your state or 

local consumer protection agency (p. 102) or the Better 

Business Bureau (p. 63).

• Make sure the contractor meets licensing and registration 

requirements. Your state or local consumer protection 

agency (p. 102) can help you determine the necessary 

requirements.

• Get the names of suppliers and ask them whether the 

contractor makes timely payments.

• Contact your local building inspection department to 

check for permit and inspection requirements. Be wary if 

the contractor asks you to get the permit; it could mean 

the firm is not licensed.

• Be sure your contractor is insured. The contractor should 

have personal liability, property damage, and workers’ 

compensation insurance for workers and subcontractors. 

• Insist on a written contract that states exactly what work 

will be done, the quality of materials that will be used, 

warranties, timetables, the names of any subcontractors, 

the total price of the job, and the schedule of payments.

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

limiting the amount of down payment required.

• Understand your payment options. Compare the cost of 

getting your own loan versus contractor financing.

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

are satisfied with the work and know that subcontractors 

and suppliers have been paid. Beware: some state laws 

allow unpaid subcontractors and suppliers to put a lien 

on your home for bills the contractor failed to pay.

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

to withhold payment to the credit card company until 

problems are corrected (p. 14).

Be especially cautious if the contractor:

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

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

• Offers you discounts for finding other customers.

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

• Pressures you for an immediate decision.

• Can only be reached by leaving messages with an 

answering service.

• Has no physical address for the business.

• Has out-of-state license plates.

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

With most home improvements, federal law gives you 

three business days to cancel without penalty. See the 

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

any benefit already received. State laws may also provide 

some protection. And remember, if you finance home 

improvements with a home equity loan (p. 17) and do not 

make your payments, you could lose your home.

RENTING AND LEASING

A lease is an agreement that outlines the obligations of 

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

legally binding document that courts will generally uphold 

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

the exact terms of the lease agreement before you sign it. 

Before agreeing to lease an apartment to you, a landlord 

may review your credit report, so you may want to get a copy 

before you start your apartment search. Some things to 

look for in a lease:
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 29

INSURANCE

INSURANCE

• Clauses that allow the landlord to change the terms of the 

lease after it is signed.

• Requirements and responsibilities of the tenants to do 

routine repairs such as lawn maintenance, cleaning, or 

notification about needed repairs.

• Restrictions that would prevent you from living normally 

or comfortably in the home.

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

the rent is due or garbage pickup days.

• Extra fees for parking spaces or storage, garbage 

collection, water, and pets. 

• Information regarding utility providers, how to arrange for 

service, and whether the landlord or tenant is responsible 

for paying the bills (see Utilities, page 49).

Read the lease carefully and discuss anything you do not 

understand or any issues you might have. All landlord 

responsibilities should be stated clearly. Always get a copy 

of the signed lease to keep in your records. Any clause or 

terms in the agreement affects ALL parties who sign.

Check with the Better Business Bureau (p. 63) or your local 

consumer protection office (p. 102) to determine if your 

prospective landlord has any existing complaints from 

previous tenants.

The Fair Housing Act protects tenants who lease or rent 

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

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

(p. 94). You have one year after the alleged violation to 

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

possible.

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

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

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

housing at www.hud.gov. HUD (p. 94) offers several 

housing assistance programs for tenants and landlords 

as well as information on rights of residents and displaced 

tenants. 

Take these steps and be prepared when you meet with a 

prospective landlord:

• Bring a completed rental application with you; written 

references from previous landlords, employers, friends, 

and colleagues; and a current copy of your credit report 

and rental history report (see Specialty Consumer 

Reports box, p. 39).

• Carefully review the lease before you sign.

• Get all promises in writing.

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

don’t give them up.

• Keep communication open with your landlord.

• Purchase renters insurance to cover your valuables. 

See more information under Homeowners and Renters 

Insurance (p. 31).

• Make sure the security deposit refund procedures are 

spelled out in your lease or rental agreement.

INSURANCE

Insurance protects you from financial loss in the event 

of a disaster or other hardship. By purchasing insurance 

policies, you can receive reimbursement for losses due to 

car accidents, property theft, natural disasters, medical 

expenses, and loss of income due to disability or death.

General sources of insurance information include the 

American Council of Life Insurers (p. 131), the Insurance 

Information Institute (p. 132), the National Association of 

Insurance Commissioners (p. 133), and your state insurance 

department (p. 119). You can also visit 

www.insure.com. 

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

or other), you should:

• Find out whether your state insurance department (p. 119) 

offers any information concerning insurance companies 

and rates.

• Check several sources for the best deal. Try getting 

quotes online, but be aware that many online services 

may provide prices for just a few companies. An 

independent insurance agent who works with several 

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

• Make sure the insurance company is licensed and 

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

claims in case the company defaults. Your state insurance 

department (p. 119) can provide this information.

• Ask your insurance agent about discounts. You may be 

able to get a lower premium if you have safety features in 

your home, such as dead-bolt locks, smoke detectors, an 

alarm system, storm shutters, or fire-retardant roofing 

material. Similarly, you may save on car insurance based 

on the safety features, the number of miles you drive, 

your age (turning 25 or 50), your good grades (if you are a 

student) and/or your driving record (no moving vehicle 

violations or accidents in three years). You might also be 
30 www.USA.gov To contact an organization, use the directory beginning on page 60. 

able to get discounts if you are member of civic or alumni 

associations, or insure your vehicle and home with the 

same company.

• Consider a higher deductible. Increasing your deductible 

by just a few hundred dollars can make a big difference in 

your premiums.

• Check the financial stability and soundness of the 

insurance company. Ratings from A.M. Best 

(www.ambest.com), Standard & Poor’s 

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

Service (www.moodys.com) are available online and at 

most public libraries.

• Research the complaint record of the company. Contact 

your state insurance department (p. 119), or visit the 

website of the National Association of Insurance 

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

complaints filed with state regulators.

• Find out what others think about the company’s customer 

service. Consumers can rate homeowner insurance 

companies at www.jdpower.com/industry/insurance.

• Make sure you receive a written policy. This tells you 

that the agent forwarded your premium to the insurance 

company. If you do not receive a policy within 60 days, 

contact your agent and the insurance company.

INSURANCE

PAY AS YOU GO CAR INSURANCE 

Auto insurance companies’ ‘pay as you drive’ policies 

allow you to only pay for the amount of insurance you 

actually need, based on your driving habits.

Most of these programs offer an initial discount for 

registering with the program. However, in order to 

participate, you may be required to install a device in your 

car that records your driving behavior and reports it to your 

insurer. These devices track activities such as the number 

of miles driven, frequency of use, and times of day that you 

drive. These factors are combined to determine your car 

insurance rates. 

While the discounts can be helpful to your wallet, it is 

important to know the facts of what you are signing up for. 

Before using this type of policy ask:

• Are the advertised discount amounts guaranteed? If not, 

how widely do they vary?

• Can your insurer increase your rates based on your 

actual driving habits?

• How often will the rates change?

• Will the insurer use your driving data for other purposes 

than just setting your insurance rates? Will your data be 

sold to third parties?

• How will your privacy be protected? 

• Does the device include a GPS? If so, how does your 

insurer protect and use that data?

If you suspect fraud, call the National Insurance Crime 

Bureau’s hotline, 1-800-835-6422. Check out www.

insurancefraud.org for more information.

AUTO INSURANCE

Every state requires that you carry minimum levels of 

auto insurance coverage, or the equivalent in financial 

responsibility waivers, to ensure that you can cover the 

cost of damages to people or property in the event of a car 

accident. Auto insurance requirements vary from state to 

state. Check with your state insurance regulator (p. 119) 

to learn more about individual requirements as well as 

insurers you may be considering for your policy. 

There are multiple factors that can affect your car insurance 

rates, including:

• your gender

• your age

• marital status

• credit history

• the make and model of your car

• city and neighborhood where you live

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

quotes from insurance companies; it may save you 

hundreds of dollars a year. You could also raise your 

deductible on collision and comprehensive coverage. If 

you have an older car, you might want to drop this coverage 

altogether.

You can also find valuable information about car ownership 

in the cars section (p. 8), as well as information about 

insurance for rental cars (p. 12).

DISABILITY INSURANCE

Disability insurance helps you replace lost income, if 

you are unable to work due to sickness or injury. Many 

employers offer some type of disability insurance coverage 

for employees, or you can get an individual disability 

insurance policy. There are two types of disability policies: 

short-term disability (STD) and long-term disability (LTD). 

Short-term disability policies have a maximum benefit of 

two years, while long-term disability policies have benefits 

that can last the rest of your life. 

When purchasing disability insurance, ask:

• How is disability defined? Some policies consider you 

disabled if you are unable to perform the duties of any job. 

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, 

LTD payments are usually available until you reach age 65, 

though shorter or longer terms are also available.

• What dollar amount is promised? Can benefits be 

reduced by Social Security disability and workers’ 

compensation payments? Are the benefits adjusted 
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 31

If you go outside the HMO or PPO network of providers, you 

may have to pay a portion or all of the cost. When choosing 

among different health care plans, you will need to read the 

fine print and ask lots of questions, such as:

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

pharmacy I choose?

• Are specialists such as eye doctors and dentists covered?

• Does the plan cover special conditions or treatments such 

as pregnancy, psychiatric care, and physical therapy?

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

• Will the plan cover all medications my physician may 

prescribe?

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

Deductibles are the amount you must pay before your 

insurance company will pay a claim. These differ from 

co-payments, which are the amount of money you pay 

when you receive medical services or a prescription.

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

to cover expenses?

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

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

third party decide how to settle the problem.

HOMEOWNERS AND RENTERS INSURANCE

Homeowners or renters insurance protects your personal 

property against damage or loss, and insures you in case 

someone gets hurt while on your property. 

Homeowners or renters insurance may pay claims for:

• Damage to your home, garage, and other outbuildings.

• Loss of furniture and other personal property due to 

damage or theft.

INSURANCE

INSURANCE

When a disaster strikes, your home may be damaged 

by several factors at the same time or one right after 

the other. You may think that your insurance policy will 

protect you, but that isn’t always the case. 

Many home insurance policies include an 

anti-concurrent causation clause. These clauses give 

your insurer the right to reject your claim if your home 

is damaged by several factors, such as wind and rain. 

If these two or more factors together cause damage 

to your home, your insurer may deny your entire claim 

because they can’t determine which factor came 

first and actually caused the damage. You can face a 

serious shock if you thought your policy protected you 

from such disaster. 

Before disaster strikes, read your home insurance 

policy closely for anti-concurrent causation clauses. 

Ask your agent if you may opt out of that clause or pay 

an increased premium to have full coverage.

BEWARE: WHEN COVERAGES COLLIDE

for inflation? Will the policy provider continue making 

contributions to your pension plan so you have retirement 

benefits when the disability coverage ends? 

Visit www.iii.org for more information.

HEALTH INSURANCE

Group Policies 

Many consumers have health care coverage from their 

employers. Others have medical care paid through a 

government program such as Medicare (p. 92), Medicaid 

(p. 92), or the Veterans Health Administration (p. 97). You 

may also purchase health insurance through the Health 

Insurance Marketplace, at www.healthcare.gov.

If you have lost your group coverage from an employer 

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

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

coverage temporarily under the Consolidated Omnibus 

Budget Reconciliation Act (COBRA). You, not the 

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

occur, you must be given at least 60 days to decide whether 

you wish to purchase the coverage.

Medicare and Medicaid

There are also health insurance programs for people who 

are seniors, disabled, or have low incomes.

• Medicaid provides health insurance for people with low 

incomes, children, and pregnant women. Eligibility is 

determined by your state.

• Medicare provides health insurance for people who are 

65 years or older, some younger people with disabilities, 

and those with kidney failure. 

Contact the Centers for Medicare & Medicaid Services 

(p. 92) for more information on benefits.

Most states also offer free or low-cost coverage for children 

who do not have health insurance. Visit 

www.insurekidsnow.gov or call 1-877-543-7669 for more 

information.

Health Care Plans

When purchasing health insurance, your choices typically 

will fall into one of three categories:

• Traditional fee-for-service health insurance plans are 

usually the most expensive choice, but they offer you the 

most flexibility in choosing health care providers. 

• Health maintenance organizations (HMOs) offer 

lower co-payments and cover the costs of more 

preventive care, but your choice of health care providers 

is limited. The National Committee for Quality Assurance 

evaluates and accredits HMOs. You can find out whether 

one is accredited in your state by calling 1-888-275-7585. 

You can also get report cards on HMOs by visiting 

www.ncqa.org.

• Preferred provider organizations (PPOs) offer lower 

co-payments like HMOs, but give you more flexibility in 

selecting a health care provider. A PPO gives you a list of 

providers you can choose from.
32 www.USA.gov To contact an organization, use the directory beginning on page 60. 

LIFE INSURANCE

A life insurance policy is a contract between you and an 

insurance company. The contract states that you will pay 

premiums over time, and, in exchange, the company will 

pay a lump sum amount upon your death to a designated 

beneficiary. The proceeds from your life insurance policy 

can help pay bills and help support your surviving family 

members’ living expenses.

There are two main types of life insurance policies:

• Whole (or universal) life insurance policies are considered 

permanent. As long as you pay the premium, the policy 

is in effect. Whole life insurance policies also have an 

investment or savings component. This means that you 

accumulate cash value over the life of the policy, so you 

can borrow money from these policies if you need to.

• Term life insurance policies are in effect for a certain 

period of time, or term. If you have this type of policy and 

pass away during the policy’s term then the insurance 

company will pay a benefit. If you live past the time that 

the policy is in effect, the insurance company won’t pay a 

benefit or give you a refund. 

Term life insurance policies are usually less expensive 

than whole life insurance policies. This is because term life 

insurance policies only cover a set amount of time, while 

whole life insurance policies are intended to be permanent 

and because part of your premium is put away for savings.

If you have misplaced a life insurance policy, your state’s 

insurance commission may be able to help you locate it. 

Or you can search for it at www.policylocator.org. If the 

insurance company knows that an insured person has died, 

but cannot locate the beneficiaries, the company must turn 

the benefits over to the state’s unclaimed property office. 

 • Additional living expenses if you rent temporary quarters 

while your house is being repaired.

 Homeowners or renters insurance may also:

• Include liability for bodily injury and property damage that 

you cause to others through negligence.

• Include liability for accidents happening in and around 

your home, as well as away from home, for which you are 

responsible.

• Pay for injuries occurring in and around your home to 

anyone other than you or your family.

• Provide limited coverage for money, gold, jewelry, and 

stamp and coin collections.

• Cover personal property in storage or away in dorm rooms.

Keep these tips in mind when shopping for homeowners 

insurance:

• Insure your house, not the land under it. If you don’t 

subtract the value of the land when deciding how much 

homeowners insurance to buy, you will pay more than you 

should.

• Make certain you purchase enough coverage to replace 

what is insured. “Replacement” coverage gives you the 

money to rebuild your home and replace its contents. 

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

difference between your property’s worth at the time of 

loss minus depreciation for age and wear.

• Ask about any special coverage you might need. You may 

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

antiques, musical instruments, or stamp collections. 

• Remember that flood and earthquake damage are not 

covered by a standard homeowners policy. The cost of a 

separate earthquake policy will depend on the likelihood 

of earthquakes in your area. Homeowners who live in 

areas prone to flooding should take advantage of the 

National Flood Insurance Program (p. 94). 

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

insurance on your personal belongings. Purchase a 

separate policy for renters.

PROTECT YOUR PROPERTY IN STORAGE

Storage units are a common way to store items that you do 

not have room for or use infrequently. Take these steps to 

protect your possessions from theft and damage:

• Get insurance. Contact your insurance provider to find 

out whether or not the contents of your storage unit are 

covered under your homeowner policy. If so, ask if there 

is a monetary limit for the coverage. Is the coverage for 

the depreciated cash value or the replacement value? 

The storage company may also offer insurance policies.

• Maintain an inventory. Use an online home inventory 

system, such as the Insurance Information Institute’s 

“Know Your Stuff” tool (www.knowyourstuff.org), to 

keep track of the items in your storage unit. 

• Be selective. Avoid keeping documents with your 

personal information (social security numbers, 

birthdates) that can be stolen and used by ID thieves. 

Keep important documents in a place with more 

controlled access.

INSURANCE

SHARING SERVICES, SHARED RISKS

The sharing economy is popular. You may rent out your 

home, drive others around in your personal cars, or use 

car sharing services. Your insurance policy may limit your 

protection for accidents or damages that happen in these 

transactions. 

Before you rent your home or drive your car as a service, 

ask your insurance company if you need to add to your 

policy, since you will be using your personal property for 

commercial purposes. Also, the shared service company 

may offer insurance coverage for damages or injuries. 

Contact the home or car sharing service to find out if you 

are protected in the case of injury or theft. Also contact 

your own insurance company to understand your coverage 

options. 
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 33

INVESTING

INVESTING

Check with that office at www.unclaimed.org if you believe 

that you are due a benefit.

Avoid losing your life insurance policy benefits by alerting 

the policy beneficiaries and filing a copy with your will.

LONG-TERM CARE INSURANCE

Medical advances have resulted in greater need for nursing 

home care and assisted-living. Most health insurance plans 

and Medicare severely limit or exclude long-term care. You 

should consider these costs as you plan for your retirement.

Here are some questions to ask when considering a 

separate long-term care insurance policy: 

• What qualifies you for benefits? Some insurers say 

you must be unable to perform a specific number of the 

following activities of daily living: eating, walking, getting 

from bed to a chair, dressing, bathing, using the restroom, 

and remaining continent.

• What type of care is covered? Does the policy cover 

nursing home care? What about coverage for assistedliving facilities that provide less client care than a nursing 

home? If you want to stay in your home, will it pay for care 

provided by visiting nurses and therapists? What about 

help with food preparation and housecleaning?

• What will the benefit amount be? Most plans are 

written to provide a specific dollar benefit per day. The 

benefit for home care is usually about half the nursing 

home benefit, but some policies pay the same for both 

forms of care. Other plans pay only for your actual 

expenses. 

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

with lifetime benefits, but this can be very expensive. 

Other options for coverage are from one to six years. The 

average nursing home stay is about 2.5 years.

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

before age 60, you face the risk that a fixed daily benefit 

will not be enough by the time you need it.

• Is there a waiting period before benefits begin?

A 20 to 100-day period is not unusual. 

Visit www.longtermcare.gov for more information.

OTHER INSURANCE 

• Catastrophic Health Care Insurance. A health plan 

that only covers certain types of expensive care, like 

hospitalizations.

• College Tuition insurance. Get a refund of college 

tuition if you must withdraw because of a serious injury or 

illness.

• Dental and Vision Insurance. Some companies that 

offer health insurance plans may also allow employees to 

purchase separate dental and vision plans, which are not 

part of most standard health plans.

• Identity Theft Insurance. This type of insurance 

provides reimbursement to crime victims for the cost of 

restoring their identity and repairing credit reports. This 

insurance may be part of your homeowner insurance 

policy or as a stand-alone policy. 

• International Health Care Insurance. A policy that 

provides health coverage no matter where you are in the 

world. The policy term is flexible, so you can purchase it 

only for the time you will be out of the country.

• Liability Insurance. Insurance for what the policyholder 

is legally obligated to pay because of bodily injury or 

property damage caused to another person.

• Shared Services Insurance. Find out what insurance 

you need if you rent your home out or use your car to drive 

others for a fee.

• Travel Insurance. There are four kinds of travel 

insurance: Travel Cancellation Insurance, Baggage 

or Personal Effects Coverage, Emergency Medical 

Coverage, and Accidental Death. Visit www.insuremytrip.

com to learn more. See page 14 for travel insurance perks 

provided by your credit card issuer.

• Umbrella Insurance. A policy that supplements the 

insurance you already have for home, auto, and other 

personal property. Umbrella insurance can help cover 

costs that exceed the limits of other policies.

Contact your current insurance provider or state insurance 

commission for more information on these insurance policies.

INVESTING

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

retirement, paying for college, or buying a new house, then 

you may decide to invest your money to earn enough to fund 

your goals. Before you invest, make sure you have answers 

to all of these questions:

• How quickly can you get your money back? Stocks, 

bonds, and shares in mutual funds usually can be sold at 

any time, but there is no guarantee you will get back all the 

money you invested. Other investments, such as limited 

partnerships, certificates of deposit (CDs), or IRAs, often 

restrict your ability to cash out your holdings.

• What can you expect to earn on your money? While 

bonds generally promise a fixed return, earnings on most 

other securities go up and down with market changes. 

Keep in mind that just because an investment has done 
34 www.USA.gov To contact an organization, use the directory beginning on page 60. 

prospers. Putting your money in a variety of investment 

options can reduce your risk.

• Are there any tax advantages to a particular 

investment? U.S. Savings Bonds are exempt from state 

and local taxes. Municipal bonds are exempt from federal 

income tax and, sometimes, state income tax as well. Taxdeferred investments for special goals, such as paying for 

college and retirement, are available that let you postpone 

or even avoid paying income taxes.

Check out the Securities and Exchange Commission’s 

(SEC’s) website, www.investor.gov for more information 

about investing. Be sure to note specific tips at 

www.investor.gov/Saving-and-Investing. The SEC 

requires public companies to disclose financial and other 

information to help you make sound decisions. View 

the text of these files at www.sec.gov/edgar.shtml. Contact 

the SEC’s Investor Information Service at 1-800-732-0330 to 

ask your investment related questions, get alerts, and learn 

how to file a complaint.

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 will not get your money back 

or the earnings promised. There is usually a trade-off 

between risk and reward—the higher the potential return, 

the greater the risk. While the federal government backs 

U.S. Treasury securities, it does not protect against loss 

on any other investments.

• Are your investments diversified? Some investments 

perform better than others in certain situations. For 

example, when interest rates go up, bond prices tend 

to go down. One industry may struggle while another 

INVESTING

TYPE OF INVESTMENT WHAT IS IT? RISK LEVEL

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

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

corporate or government debt obligations.

Low risk.

Commodities Physical commodities, such as an agricultural product (grains) or 

a natural resource (like gold). A futures contract is an agreement 

to purchase or sell a commodity for delivery in the future.

High risk.

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

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

performance of the designated stock or bond index. 

Risk level depends on 

which index the fund 

uses. A bond index 

fund involves a lower 

risk level than an index 

fund of emerging 

markets overseas.

Market-linked CDs 

(or structured CDs)

Returns are linked to the future performance of a market index 

and may include stocks, bonds, foreign currency, or other assets. 

These are designed for long-term commitment (up to 20 years).

Medium to high risk.

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

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

certificate of deposit (CD).

Low risk.

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

and/or money market securities. Costs and objectives vary. 

Risk levels vary 

according to the 

holdings in the mutual 

fund.

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

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

Contributions are not tax-deductible.

Risk levels vary 

according to the 

holdings in the IRA.

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

rises or falls, so does the value of the stock. 

Medium to high risk.

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

advantages for savings for retirement. Investments may include 

a variety of securities. Contributions may be tax-deductible; 

earnings are not taxed until distributed.

Risk levels vary 

according to the 

holdings in the IRA.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 35

• Is the person licensed in your state? Your state securities 

regulator (p. 123) lists individuals and firms that are 

registered in your state. Ask whether the regulatory office 

has any other background information. You can find out 

how to reach your state securities regulator by visiting 

www.nasaa.org.

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

received serious complaints from investors? Call your 

local state securities regulator or the SEC (p. 99). 

Check out www.finra.org/brokercheck to find licensing, 

employment, and disciplinary information.

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

commission that depends on the investments you make? 

Does the person get a bonus from his or her firm for 

selling you a particular product?

• What are the fees for setting up and servicing your 

account?

Additional organizations that could be helpful are:

• The Commodity Futures Trading Commission 

(CFTC) offers free tools to check the background of 

financial professionals and stay informed on the latest 

fraud schemes at www.smartcheck.cftc.gov. The 

CFTC oversees the Reparations Program that resolves 

disputes between commodity customers and commodity 

professionals. Contact the CFTC (p. 99) to ask a question, 

report information, or submit a complaint.

• Both the North American Securities Administrators 

Association and the National Futures Association 

(p. 133) can offer helpful information.

• FINRA (p. 132) provides a dispute resolution program 

among investors, brokers, and brokerage firms.

The Financial Industry Regulatory Authority (FINRA) 

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

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

securities through its Market Data Center at www.finra.org/

marketdata.

The following companies rate the financial condition of 

corporations and municipalities issuing bonds. Their 

ratings are available online and at many public libraries:

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

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

For ratings of mutual funds, consult personal finance 

magazines.

FINANCIAL BROKERS AND ADVISORS

A financial professional can have multiple titles and 

be authorized to provide multiple services, including 

investment, financial planning, and insurance products. 

Keep in mind that a professional title is not the same as 

a license. When researching a financial professional, 

find out what the titles and licenses mean, as well as the 

educational, work experience, and ethical requirements. 

Check FINRA’s Investment Professional tool at www.finra.

org/Investors/ToolsCalculators/ProfessionalDesignations

to understand the designations and the organizations that 

offer them. Remember, that the SEC, FINRA, and state 

regulators do not grant or endorse any professional titles. 

When selecting a broker or investment advisor, research 

the person’s education and professional history as well as 

the firm the person works for. Ask:

• Has the person worked with others who have 

circumstances similar to yours? 

INVESTING

INVESTING

Virtual currencies, a type of electronic money, are created 

through online mining or purchased on exchanges. The 

money is stored in a virtual wallet and can be used to 

transfer money to friends, make purchases, or to invest 

in exchanges. Investing in virtual currency comes with 

additional risks that you don’t have to worry about with 

cash, credit and debit cards, or regular stocks, such as:

• Fluctuating value. The value of virtual currencies can 

change drastically, even in just one day. 

• Currency exchanges. Virtual currency exchanges can 

shut down at any time, without notice to investors. If this 

happens, it would be very difficult to get your money back.

• No link to other currencies. The values of virtual 

currencies are not tied to the value of any country’s 

currency or banking system.

• Unregulated. There are no regulations in place to 

protect investors. The currencies, the issuers, and 

exchanges, are not regulated by any government and the 

funds are not insured from loss, if the exchange shuts 

down or the value plummets.

• Hackers. The virtual wallets, which are stored on your 

computer, are targets for hackers. 

• High risk for fraud. Scammers target investors with 

promises of high returns, fake opportunities, and other 

schemes. If fraud or theft happens, you have limited 

recovery options.

All virtual currency exchanges and kiosks (like an ATM 

for virtual currencies) must register with the Department 

of Treasury. Look up virtual currency companies, 

exchanges, and kiosks in the Department of Treasury’s 

database at www.fincen.gov/financial_institutions/msb/

msbstateselector.html.

The SEC (p. 99) or the National Association of Attorneys 

General (p. 133) have more information on this topic. 

Contact the CFPB (p. 89) to file a complaint about these 

virtual currencies.

BEWARE: VIRTUAL CURRENCIES
36 www.USA.gov To contact an organization, use the directory beginning on page 60. 

• SaveAndInvest.org offers unbiased information and 

strategies to help you avoid investment fraud.

INVESTING IN GOLD AND COMMODITIES 

Some financial experts recommend buying precious metals 

as part of a balanced portfolio. Some suggest buying only 

a small amount because values can drastically fluctuate, 

while others recommend larger investments.

There are a number of ways to invest in precious metals; 

common ones include bullion, certificates, and coins. Most 

people depend on an investment advisor or company to 

help them choose. Make sure the person and company 

you choose is licensed with a government agency. If you 

are considering investing in coins, check the U.S. Mint 

website at www.usmint.gov. Before you purchase coins or 

coin-related products, research the seller with your state 

consumer protection office (p. 102)or the Better Business 

Bureau (p. 63).

Trading in commodity futures is different from investing. 

Commodity futures are an agreement to buy or sell a 

specific quantity of a variety of commodities such as 

precious metals, grains, or other natural resources. Trading 

commodity futures and options is a volatile, complex and 

risky venture that is rarely suitable for individual investors or 

“retail customers.” Before participating in the commodities 

market, check the registration status and background of 

the person and company at www.nfa.futures.org/basicnet. 

Anyone who trades or gives advice to the public about 

futures must be registered with the National Futures 

Association (p. 133). The CFTC also provides additional 

information about how to protect yourself before and during 

trading in the commodities and options markets at 

www.cftc.gov/ConsumerProtection.

RETIREMENT PLANNING

As you approach retirement, there are many factors to 

consider. Experts advise that you will need about 80% of 

your pre-retirement income in your retirement years. The 

exact amount, of course, depends on your individual needs. 

For example:

• At what age do you plan to retire?

• Will your spouse or partner retire when you do?

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

rent your home?

• Do you expect to work part time?

INVESTING

Affinity frauds are investment scams that target 

specific groups, such as the elderly, religious, or 

ethnic communities. The investment promoters often 

are (or pretend to be) members of the group. 

Affinity fraud usually involves either a fake investment 

or an investment where the scammer lies about 

the investment’s risk of loss, earnings or historical 

performance. Many affinity frauds are Ponzi or 

pyramid schemes. 

Take these steps to avoid being a victim of affinity 

fraud:

• Research the investment opportunity, separately 

from the information the promoter provides.

• Verify that the promoter is licensed with the SEC (p. 

99) and your state’s securities administrator (p. 123).

• Beware of promises of spectacular profits or 

“guaranteed” returns, with little risk. 

Contact the SEC (p. 99) or your state’s securities 

administrator (p. 123) if you have questions about 

investments or to file a complaint about investment fraud.

BEWARE: AFFINITY FRAUD

CROWDFUNDING

Crowdfunding is a way for companies, entrepreneurs, or 

artists to raise money to complete a project. After setting a 

fundraising goal and deadline to reach that goal, the creator 

markets the campaign to potential backers, or investors. 

There are several websites that help connect creators with 

backers. While fundraising websites conduct a background 

check on the company, you should still do your own research 

before contributing:

• Research the company. Is there any information 

available about the product or service they want to offer? 

Are there complaints related to the company or campaign 

creator with the state attorneys’ general about fraud?

• Type of campaign. Is the campaign an “all or nothing” 

or “flexible funding”? If it is an “all or nothing” campaign, 

the creator only gets the money that has been pledged 

if they reach their fundraising goal. If the campaign is a 

“flexible funding” campaign, the creator will receive all the 

donations, even if they did not reach the fundraising goal.

• Timing of payments. Does the fundraising website 

charge your credit card immediately after you pledge your 

support or wait until the funding deadline has arrived?

• Additional fees. Does the fundraising platform charge 

backers additional credit card processing fees?

• Rewards. What rewards, or returns, will you receive in 

exchange for your investment? Do you get to pre-order 

the product that the company is producing? Are there 

different rewards, based on how much you invested? 

• Ownership control. If you invest, do you have an 

ownership stake or any control in the project?

• Refunds. Are you able to get a refund if the company does 

not reach their fundraising goal or complete the project? 

If so, do you need to get the refund from the website or 

directly from the campaign creator?
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 37

PRIVACY AND IDENTITY THEFT

PRIVACY AND IDENTITY THEFT 

Synthetic identity theft is a new version of identity theft. 

In traditional ID theft, the thief steals all of the personal 

information of one person to create a new identity. 

However, with synthetic ID theft, a thief steals pieces 

of information from different people to create a new 

identity. For example, the thief may steal one person’s 

social security number, combine it with another 

person’s name, and use someone else’s address to 

create a brand new identity. The thief can then use 

this fraudulent identity to apply for credit, rent an 

apartments, or make major purchases.

Unfortunately, synthetic ID theft is difficult to detect 

because the fraud isn’t directly tied to just one 

person. Fraud alerts and monitoring services would 

not be able to stop or prevent these scams. Also, 

children’s social security numbers are often targeted 

in these frauds, because no one would be checking 

their credit scores until they are much older. 

While you cannot prevent synthetic ID theft, you 

should still get copies of your credit report to check 

for accounts you did not open. Also, contact the credit 

reporting agencies to ask if there is a fragmented file 

(a sub-account that uses your social security number 

but not your name) attached to your main credit file. 

If this is the case, you may be the victim of synthetic 

identity theft. Report all cases of identity theft to the 

Federal Trade Commission (p. 98).

BEWARE: SYNTHETIC ID THEFT

• Will you have the same medical insurance you had while 

working? Will coverage change?

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

be costly? 

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

your plans. 

In addition to planning to maintain your lifestyle during 

retirement, you may need to purchase long-term health 

insurance (p. 33) or to pay for assisted-living services 

(p. 24). 

For more information go to: 

• AARP (www.aarp.org)

• American Savings Education Council (www.asec.org)

• Certified Financial Planner Board of Standards

(www.cfp.net )

• Investopedia 

(www.investopedia.com/university/retirement)

• U.S. Department of Labor: (www.dol.gov/ebsa )

• The Investor’s Clearinghouse

(www.investoreducation.org) 

• MyMoney.gov (www.mymoney.gov)

• MyRA (www.MyRA.treasury.gov)

• Securities and Exchange Commission 

(www.sec.gov or www.investor.gov)

• Social Security Administration 

(www.socialsecurity.gov)

PRIVACY AND IDENTITY THEFT

Your personal information is a valuable resource for 

identity thieves, scammers, and even to corporations. Data 

breaches of customer databases and payment processing 

systems at retailers highlight the importance of protecting 

your privacy, and making sure companies with which you do 

business do the same.

Identity thieves steal your personal information to commit 

fraud. They can damage your credit status and cost you 

time and money to restore your good name. You may not 

know that you are the victim of ID theft until you experience 

a financial consequence (mystery bills, credit collections, 

denied loans) down the road from actions that the thief has 

taken with your ID. Follow these tips to protect yourself: 

• Secure your Social Security card. Don’t carry it in 

your wallet or write your number on your checks. Only give 

out your social security number (SSN) when absolutely 

necessary.

• Protect your PIN. Never write a PIN on a credit or debit 

card or on a slip of paper kept in your wallet. 

• Watch out for “shoulder surfers.” Shield the keypad 

when typing your passwords on computers and at ATMs.

• Be skeptical. Don’t respond to unsolicited requests 

for personal information (your name, birthdate, social 

security number, or bank account number) by phone, 

mail, or online.

• Collect mail promptly. Ask the post office to put your 

mail on hold when you are away from home for more than 

a day or two.

• Pay attention to your billing cycles. If bills or financial 

statements are late, contact the sender.

• Keep your receipts. Ask for carbons and incorrect 

charge slips as well. Promptly compare receipts 

with account statements. Watch for unauthorized 

transactions. 
38 www.USA.gov To contact an organization, use the directory beginning on page 60. 

PRIVACY AND IDENTITY THEFT

SPEAR PHISHING

“Spear phishing” is another version of phishing where the 

scammer already has some of your personal information, 

often a result of hacking another company’s network. The 

scammer will then send you an urgent email that seems 

to be from a company that you already do business. The 

message will require you to click on a link that directs you 

to a fake, but realistic, webpage to confirm an account 

number, or install malware on your computer. Remember, 

legitimate companies never ask for your password or 

account number via email. If you are not sure whether the 

email is trustworthy, call the company directly and forward 

the email to spam@uce.gov. 

• Tear up or shred unwanted receipts, credit offers, 

account statements, and expired cards, to prevent 

“dumpster divers” (p. 7) from getting your personal 

information.

• Store personal information in a safe place at home 

and at work. 

• Install firewalls and virus-detection software on your 

home computer. 

• Create complex passwords that identity thieves cannot 

guess easily. 

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

frequently if you suspect someone has gained access to 

your account information. See “Order Your Free Credit 

Reports” (p. 15).

REPORT IDENTITY THEFT

If you are a victim of identity theft, follow these steps:

• Report it to your financial institutions. Call the phone 

number on your account statement or on the back of your 

credit or debit card. 

• Report the fraud to your local police. Keep a copy of 

the police report, which will make it easier to prove your 

case to creditors and retailers. 

• Contact the credit reporting agencies (p. 14) and ask 

them to flag your account with a fraud alert, which asks 

merchants not to grant new credit without your approval. 

The Federal Trade Commission recommends that you 

create an ID theft report, if your ID is stolen. This report 

will help you deal with the credit reporting agencies and 

companies that extended credit to the identity thief using 

your name. First, report the crime to the FTC and print a 

copy of the details. This detailed report is also called an 

ID theft affidavit. Then file the crime with your local police 

department; get a copy of that report. Together, your ID 

theft affidavit and your police report make up your ID theft 

report. Visit www.consumer.ftc.gov/articles/0277-createidentity-theft-report for more information about creating an 

ID theft report. You can file your complaint with the FTC at 

www.ftccomplaintassistant.gov or by calling toll free 1-877-

438-4338.

PROTECT YOUR PRIVACY

Your personal data is always being shared. Companies, 

known as data brokers, compile information about your 

income, family size, email addresses, stores and websites 

you visit, the brands you buy, credit cards used, hobbies, 

and your demographic information to create a profile 

about you and your lifestyle. Some of the information you 

give willingly, but other bits of your personal information 

are collected in ways you may not realize. Data brokers 

often collect location-based data from the GPS on your 

mobile phone, the fitness tracking bracelets you wear, or 

from certain apps. These brokers then analyze all your 

information, develop scoring and models to help them 

understand your behavior, and sell thes consumer profiles 

to retailers and marketers. 

Retailers use your information to offer targeted special 

promotions, customize the ads you see, and even the prices 

you are charged for items. While this can be a bonus and 

help you get good deals, it all comes at the cost of your 

personal privacy. Unlike credit reports or scores, you cannot 

access or review the data files that have been created 

about you, or even know the data brokerage companies you 

should contact to correct inaccuracies. These data reports 

can also result in discrimination, where some consumers 

are only targeted with high interest loans or inferior 

financial products. Take these steps to protect your privacy:

• If you apply for store loyalty cards, do not your include 

your full name so that it, and your purchase behavior, 

cannot be connected to your other consumer profiles.

• If you want to keep your purchase behavior private, 

consider using cash rather than electronic payment 

options.

• Maintain a separate email address for your coupons and 

promotions from retailers.

• Be careful about what you post on social media. Data 

brokers may scrape information you post to enhance the 

information that they have in your consumer profile.

• Disable cookies when shopping online, to prevent 

companies from tracking your online browsing behavior.

• Beware of using cell phones in stores or using the public 

Wi-Fi in a store. By using these networks, stores may know 

which items you looked at and which aisles you visited.

• Look for privacy statements on websites, sales materials, 

and forms you fill out. If a website claims to follow a set 

of established voluntary standards, read the standards. 

Don’t assume it provides the level of privacy you want.

• Ask how your personal information will be stored and 

used. 

• Only provide the purchase date, model and serial 

numbers, and your contact information on warranty 

registration forms.

• Opt-out if you do not want the company to share your 

email address with other companies.

Check with your state or local consumer agency (p. 102) to 

find out whether any state laws help protect your privacy. 
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 39

MEDICAL PRIVACY

Personal information you give to your doctor is shared 

with insurance companies, pharmacies, researchers, and 

employers based on specific regulations. The privacy of 

your health records is protected by federal law, specifically 

under the Health Insurance Portability and Accountability 

Act, also known as HIPAA. The Act:

• Defines your rights over your health information.

• Sets rules and limits on who is allowed to receive and/or 

see your health information.

The Department of Health and Human Services, Office 

for Civil Rights (p. 91) is a resource for complete details 

and advice about the HIPAA ruling. The Office for Civil 

Rights also provides a listing of resources for consumers, 

providers, and advocates, along with fact sheets and other 

educational materials. 

You can request a copy of your medical records from 

your medical provider or from the hospital where medical 

services were provided, for a fee.

If you believe that a person, agency, or organization 

covered under the HIPAA Privacy Rule violated your 

health information privacy rights or committed another 

violation of the Privacy Rule, file a written complaint with the 

Department of Health and Human Services, Office for Civil 

Rights (p. 91).

Visit the U.S. Department of Health and Human Services, 

Office for Civil Rights website at www.hhs.gov/ocr/privacy

Some companies and industry groups have also adopted 

voluntary policies that address privacy concerns.

FINANCIAL PRIVACY

The Federal Deposit Insurance Corporation (p. 98) 

and other federal regulators require banks, insurance 

companies, brokerage firms, and certain businesses that 

share financial information to inform you of their privacy 

policies. They must give you this information when you 

open an account and at least once every year. This includes:

• The kinds of information being collected.

• How the confidentiality and security of your information 

will be protected.

• What types of businesses may be provided this 

information.

If a business is going to share the information with anyone 

outside its corporate family, it must also give you the chance 

to “opt-out” or say “no” to information sharing. Even if you 

do not opt-out, your account numbers may not be shared 

with third parties for marketing purposes.

You cannot prevent certain types of information from being 

shared, including information needed to conduct normal 

business or protect against fraud, or information that is 

already publicly available. Also, a bank can share your 

information with a partner company to market products.

Your credit information has additional privacy protections 

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. 

See Credit Reports and Scores on page 14 for more 

information on your rights under this federal law, and to find 

out how you can get a copy of your credit reports.

PRIVACY AND IDENTITY THEFT

SPECIALTY CONSUMER REPORTS

Credit reports are not the only reports that you can get for 

free (see “Order Your Free Credit Reports”, page 15). The 

same law that allows you to get a free credit report each 

year also allows you to get a copy of specialty consumer 

reports. Just as Equifax, Experian, and TransUnion collect 

your credit information, there are other consumer reporting 

agencies that collect information about your medical, 

insurance, rental, tenant, and alternative credit histories.

Since there is no centralized place to order these reports, 

you must contact each agency individually. If you find a 

mistake on your report, you have the right to correct it.

Visit files.consumerfinance.gov/f/201207_cfpb_list_

consumer-reporting-agencies.pdf, for a list of specialty 

consumer agencies. If you need to file a complaint about 

a consumer reporting agency, contact the Consumer 

Financial Protection Bureau (p. 89).

ID THEFT

Here are some common schemes that ID thieves use to 

steal your identity. 

Telemarketing. An ID thief may call, making fraudulent 

offers for products, benefits or medical services. The 

caller will require you to provide personal information, 

such as your social security number, birth date, or 

Medicare ID number.

Tax ID theft. Phony tax preparers steal your social 

security number and sell it to scammers. For more 

information contact the IRS’ Taxpayer Advocate Service at 

1-877-275-8271 or visit 

www.irs.gov/uac/Taxpayer-Advocate-Service-6.

Medical ID theft. Medical service providers can take 

advantage of access to your insurance information to 

get medical services in your name, or to issue fraudulent 

billing to you and your health insurer.

Child ID theft. Children’s IDs are vulnerable because 

children don’t need to file taxes or use their social security 

numbers to apply for loans for many years. By the time they 

are adults, the damage has already been done.

Follow the steps listed in “Reporting Identity Theft” (p. 38) 

to report ID theft.

PRIVACY AND IDENTITY THEFT 
40 www.USA.gov To contact an organization, use the directory beginning on page 60. 

for more information on how the federal government 

protects your personal health information. 

ONLINE PRIVACY

In addition to following the general advice on protecting 

your privacy, make sure you only use websites with 

acceptable privacy policies.

• Look for a privacy policy statement or seal that indicates 

the site abides by privacy standards. Take the time to read 

how your privacy is protected.

• Look for signals that you are using a secure web page. A 

secure site encrypts or scrambles personal information 

so it cannot be intercepted easily. Signs include a screen 

notice that says you are on a secure site, a closed padlock 

or unbroken key in the bottom corner of your screen, or a 

change in the first letters of the Internet address you are 

viewing from “http” to “https.”

Another threat to your privacy is spyware, software that is 

secretly installed when you download games, music, and 

PRIVACY AND IDENTITY THEFT

A primary component of using social media is 

connecting with friends. Unfortunately, scammers 

are taking advantage of this in order to steal your 

identity. Known as “farcing”, these scams start when 

you receive a friend request from someone who 

supposedly shares mutual friends with you. Once you 

accept the request the scammers search your online 

profile to collect personal data about you, such as your 

hometown, schools you attended, employers, siblings, 

and vacation spots. They often go a step further 

by contacting you directly through the site’s direct 

messaging feature to ask more questions about you, 

based on the information you’ve already posted.

After you have accepted their request, they continue 

their scheme by sending friend requests to your 

friends, and then their friends.

Take these steps to protect your social media identity: 

• Use the privacy settings on social media websites to 

manage who can access your profile.

• If you get a friend request from someone you 

don’t know, don’t accept it. If you are interested 

in accepting it, ask the mutual friends that you 

supposedly have in common who the person is. 

If they can’t give you definite answers about the 

person, ignore the request.

• Be cautious if you receive direct messages from 

new friends that request details or your personal 

information.

• Notify the website if your profile has been hacked or 

images have been stolen. 

Visit www.OnguardOnline.gov for more online safety tips.

BEWARE: FARCING

other applications. Spyware sends information about your 

online activities to a third party, usually to target you with 

pop-up ads. You can install anti-spyware software to stop 

this threat to your privacy. See the Internet section on page 

40 for more information.

TELECOMMUNICATIONS

Choices for phone service, Internet, and television have 

never been greater. As devices have multiple functions, 

such as the ability to watch television shows on your 

computer or surf the Internet using your phone, your 

decisions about each of these services may overlap. Most 

consumers are now able to bundle phone, TV, and Internet 

service for a discount; however, buying a bundle of services 

could make it more difficult to change providers for any 

one service if you are tied into a long-term contract. Before 

you buy, it is important to compare service providers and 

options to make sure you are getting what you want, as well 

as the best deal possible to meet your needs.

INTERNET

Choosing Service Providers

To connect your computer to the Internet, you will need an 

Internet Service Provider (ISP). Some companies limit their 

service to providing Internet access only. Others, such as a 

telephone or cable company, may offer Internet access as 

part of a larger package of services. 

Consider these factors when selecting a provider:

• Speed. If you only want to check email and view web 

pages, a dial-up connection may be enough. But if you 

want to download music or television shows, or watch 

videos, you will need a faster connection with broadband 

access, such as a digital subscriber line (DSL), cable 

modem, or satellite.

• Availability. Which companies offer service in your 

area? 

• Wireless access. Can you get a wireless connection for 

other computers in your home?

• Email. Do email accounts come with the service? What 

will be the storage limit on your mailbox? 
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 41

information about the pages you view and your activities 

on the site. They also allow the site to recognize you when 

you return. Visit www.ftc.gov/ftc/cookies.shtm for more 

information.

On public wireless networks:

• Don’t assume the network is secure. Most public 

wireless networks do not encrypt information you send. 

Avoid sending private information from public locations. 

Or, consider using a virtual private network (VPN) to 

secure information you send via public networks.

• Use encrypted websites. If you must send sensitive 

information from a public network, make certain that URL 

starts with “https” (“s” means secure). Look for that on 

every page you visit.

• Log off sites after you finish using them rather than using 

“remember me” features. 

Visit www.OnGuardOnline.gov for more information about 

wireless computing.

Spam 

Email spam is not just unwanted; it can be offensive. 

Decrease the number of spam emails you receive by making 

it difficult for spammers to get, and use, your email address:

• Don’t use an obvious email address, such as JaneDoe@

isp.com. Instead use numbers or special characters, such 

as Jane4oe6@isp.com.

• Use one email address for close friends and family 

and another for everyone else. 

TELECOMMUNICATIONS

TELECOMMUNICATIONS

BILL CREEP

Have you ever wondered how your Internet service bill 

jumped from $30 to $50 a month in just a few years? If so, 

then you have experienced “bill creep”, where the costs 

of a monthly expense creeps up. In some cases, the costs 

crept up because you added features. However, it may 

be due to higher prices charged by service providers for 

the same level of service. The price increases are usually 

small dollar amounts, but over time those climbing prices 

can take a toll on your budget. Take these steps to protect 

yourself from bill creep:

• Review your monthly statements to know what you’re 

really paying. 

• Cut out services that you are not actually using.

• Consider unbundling services. 

• Contact companies to negotiate lower rates.

• Find out if the service providers have deals to reward 

loyal customers rather than just get new customers. 

• Research cheaper options that meet your needs.

• If your discount prices are going to expire at a certain 

date, mark the date on your calendar and make an active 

decision to cancel your service or see if you can get a 

better deal.

• Software. Is any software required to activate the 

service? 

• Support. What kinds of support are available—phone, 

email, chat? Is the support free?

• Special features. What services are provided for spam 

blocking, virus protection, instant messaging, and chat 

rooms?

• Terms of service. Is there a limit to the amount of data 

you can use per month? 

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

fees for renting a modem or set up? 

Wi-Fi (Wireless)

Going wireless provides you with the freedom to use 

your computer in multiple locations. However, with 

this increased freedom comes the danger of increased 

vulnerability. Wireless Internet requires that you have 

access to a wireless network via a wireless router. It is 

important that you secure your network so strangers 

(or neighbors) cannot use your network without your 

knowledge (also known as “piggybacking”). Also, computer 

hackers could use your network to access personal 

information you save on, or send from, your computer. 

This is particularly important if you conduct financial 

transactions online. If you use the wireless (Wi-Fi) network 

at bookstores, airports, coffee shops, or other public 

places, there are other precautions you should take to 

protect your privacy.

At home:

• Turn on encryption. When you buy a wireless router, 

it is important to turn on the encryption feature. This 

scrambles information that you send over the Internet so 

other people cannot access it. 

• Rename your router. Change the name from the 

manufacturer’s default name to something only you 

would know.

• Change the password. Routers come with a standard 

password. Create a new one with a mix of letters, 

numbers, and special characters. 

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

• Be aware of cookies. Cookies are small text files 

that some websites place on your computer to collect 
42 www.USA.gov To contact an organization, use the directory beginning on page 60. 

TELECOMMUNICATIONS

• Don’t post your email address on a public web page. 

Spammers use software that harvests text addresses. 

Substitute “jane4oe6 at isp dot com” for “jane4oe6@isp.

com,” or display your address as a graphic image, instead 

of the text.

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

its privacy policy.

• Uncheck any checked boxes. Otherwise, you may be 

giving permission for the website and its partners to 

contact you.

• Don’t click on an email’s “unsubscribe” link unless you 

trust the sender. This action tells the sender you are there. 

• Never forward chain letters, petitions, or virus warnings. lt 

could be a spammer’s trick to collect addresses.

• Disable your email “preview pane.” This stops spam from 

reporting to its sender that you have received it.

• Choose an ISP that filters email. If you get lots of spam, 

your ISP may not be filtering effectively. 

• Use spam-blocking software. Web browser software 

often includes free filtering options. You can also 

purchase special software that will accomplish this task. 

• Report spam. Alert your ISP that spam is slipping 

through its filters. The FTC also wants to know about 

“unsolicited commercial email.” Forward spam to spam@

uce.gov. Visit www.OnGuardOnline.gov/articles/0038-

spam for more information.

PHONES

The choices for phone service have never been greater. 

Most consumers are now able to buy local and longdistance phone service from their telephone company, 

cable or satellite TV provider, or ISP. Services such as voice 

mail, call waiting, caller ID, and wireless may be offered as 

a package deal or sold separately. Before you buy, compare 

services and prices and think about what you really need:

• Whom do you call most often?

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

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

Find out how each company prices its services. Are there 

minimum use, time-of-day, or distance requirements; flat 

monthly fees; or special plans? For example, wireless 

service may be cheaper than regular local service if you 

do not make many calls. Make sure you are comparing 

prices on similar plans and features. Understand that many 

service providers offer contracts for specific periods. Read 

the fine print and ask questions if there is anything you are 

not clear about. 

The Federal Communications Commission (p. 98) offers 

consumer information about choosing a long-distance 

carrier, understanding new phone fees and taxes, and 

more at www.fcc.gov/consumers. The FCC also offers 

information to help you understand phone charges at 

transition.fcc.gov/cgb/consumerfacts/understanding.pdf.

Slamming and Cramming

“Slamming” occurs when a phone company illegally 

switches your phone service without your permission. If 

you notice a different company’s name on your bill or see 

phone charges that are higher than normal, contact the 

company that slammed you and ask to be switched back to 

your original company. Tell the company you are exercising 

your right to refuse to pay charges, then report the problem 

to your original company and ask to be re-enrolled in your 

previous calling plan. 

“Cramming” occurs when companies add charges to your 

phone bill without your permission. These charges may be 

for services such as voice mail, ringtones, or subscriptions. 

You may not notice these monthly charges because they are 

relatively small ($5 to $30) and look like your regular phone 

charges. 

Take These Steps to Avoid Slammers and Crammers:

• Block changes to your phone service. Ask your 

telephone service provider if it offers a blocking or 

account protection service, which usually requires the 

company to notify you before making any changes to your 

service.

• Read the fine print on contest entry forms and coupons. 

You could be agreeing to switch your phone service or to 

buy optional services.

• Watch out for impostors. Companies could falsely 

claim to be your regular phone company and offer some 

type of discount plan or change in billing. They may also 

say they are taking a survey or they may pretend to be a 

government agency.

• Beware of “negative option notices.” You can be 

switched or signed up for optional services unless you 

say “NO” to telemarketers.

• Examine your telephone bill carefully, including pages 

that show the details, and look for suspicious charges.

Your phone service cannot be shut off for refusal to pay 

for unauthorized services. Contact your local or state 

consumer protection agency (p. 102), state public utilities 

commission (p. 127), or the FCC (p. 98) for help.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 43

without incurring a termination fee.

Upgrades. How often can you upgrade your smart phone, 

under your contract? What fees do you pay for this service?

What if you want to cancel your service? Read your 

contract to see if you have to pay a termination fee or if there 

is a clause that allows you to cancel for free. 

Be sure to keep track of your usage and understand your 

cell phone bill to avoid “bill shock.” Visit www.fcc.gov/

encyclopedia/bill-shock to learn how to better monitor your 

usage. 

Smart Phones

Smart phones are like miniature computers; they provide 

basic phone functions, along with advanced features, 

including browsing the Internet, accessing email, 

interacting on online social networks, listening to music, 

watching videos, uploading pictures, and using apps. 

When shopping for a smart phone, consider these tips:

• Compare the cost of data plans. These plans govern use 

and costs associated with mobile access for email, web 

browsing, social networking, and applications. 

• Take advantage of special pricing and promotions.

• Is there a limit on the amount of data you can use each 

month?

• Be wary of buying phone insurance, which may sound 

tempting; consumer groups generally advise against it.

Since smart phones are like miniature computers, many 

of the same privacy and safety concerns apply. See Online 

Privacy (p. 40) and Internet (p. 40) for more information on 

how to protect yourself from these concerns. 

Pay-As-You-Go Plans

If you want cell phone service only for emergencies, or you 

are not sure how much you will actually use a cell phone 

once you get it, you may want to consider a prepaid cell 

phone before you commit to a long-term wireless contract. 

With a prepaid cell phone, there is no contract to sign and 

no monthly bill. You will know exactly how much you spend. 

The downside of prepaid plans is that you pay more per 

minute and, if you do not use the phone for an extended 

period, you may lose the money in your account.

Cell Phones

Before you sign a contract and choose a plan and a 

company that meets your needs, you should ask these types 

of questions:

Where can you make and receive calls? Most providers 

now offer a choice of local or national plans. A local plan 

offers low-cost options if most of your calls are made near 

your home or specific calling areas. National plans are the 

most expensive, but they let you use your phone anywhere 

in the country for a single per-minute price. 

How frequently will you use the phone? If you don’t use 

your phone often, a few minutes a month may be all you 

need. On the other hand, if your cell phone is your primary 

phone, a plan with the lowest airtime rate is a wiser choice. 

Is a family plan option available? You can share one 

cellular service plan and a pool of monthly usage minutes 

among several phone lines. The cost of the additional lines 

per month is usually less than if you purchased individual 

accounts. 

Is there a trial period? There are “dead spots” where a cell 

phone does not work in certain calling areas. A trial period 

lets you test your service and try the features of the phone 

TELECOMMUNICATIONS

LOST OR STOLEN CELL PHONES 

Mobile phones are a vital part of life. You may store 

passwords, account numbers, phone numbers, and 

addresses all in this one device. However, if your phone 

is lost or stolen, your privacy, identity, and bank accounts 

could be in jeopardy. 

Cell phone carriers manage stolen phone databases, 

where they can record your phone’s unique ID number 

when you report it missing. This makes it impossible for 

your lost or stolen phone to be reactivated on their network 

(also called “bricking”). Take steps to protect your phone’s 

content and your privacy:

• Set up a PIN or password to access your phone’s home 

screen and settings.

• Export and backup your sensitive information onto an 

external device, like a USB drive.

• Report your lost or stolen phone to your cell phone 

carrier and the police immediately. Keep your cell phone 

provider’s phone number in a separate place so that you 

can report your lost phone. Ask for written confirmation 

from your carrier to verify that you reported your phone 

missing.

• If you report your phone lost or stolen to your carrier, you 

are responsible for all fees incurred before you report it, 

but no charges after you report it missing.

• Ask your carrier to remotely delete the content, contacts, 

and apps on your phone. 

Get more information on this topic from the FCC 

www.fcc.gov/guides/stolen-and-lost-wireless-devices.

TELECOMMUNICATIONS

UNLOCKED CELL PHONES

Have you ever wanted to move your cell phone from one 

cellular service provider to another? You probably were 

not able to do so, because your phone provider had your 

phone’s software locked, making it impossible for it to 

work on another phone provider’s network. Well those 

days are gone. You can now use your phone on any 

carrier’s network. This gives you the freedom to switch 

cellular service providers and prevents you from having to 

buy a new phone. You may still be required to complete a 

contract or pay a fee for early termination of a contract.
44 www.USA.gov To contact an organization, use the directory beginning on page 60. 

TELECOMMUNICATIONS

HOW SMART IS YOUR TV?

Smart TVs, part TV and part computer, allow you to 

access the Internet, online apps, use streaming video 

services, and even chat via video. These TVs advanced 

features may recommend other shows and apps that you 

may enjoy. 

Your TV may track your viewing behavior and online 

browsing behavior. Many manufacturers of Smart TVs 

include terms and conditions when you first turn on the 

TV. If you decline, your access to the smart and interactive 

features may be limited or completely stripped away. 

Before you buy a Smart TV, find out:

• How long will the licenses between the TV manufacturer 

and content providers last? If licenses expire, you won’t 

be able to access those features with the TV anymore.

• Can you access the services that you prefer? Will there 

be updates to the software to allow new services and 

apps to be added in the future?

• Is your Internet connection fast enough to provide a 

smooth video connection?

• How comparable are the features of smart TVs with 

those available from gaming systems, Blu-ray players or 

set-top streaming devices?

• What data does the TV model collect about you? Who is 

it shared with?

• Can you turn off tracking and targeted advertisements 

on your Smart TV?

• Are you able to use any of the functions of the Smart TV 

if you decline the manufacturer’s terms and conditions?

TV

There are many choices for consumers looking to buy 

new televisions today. Before buying a new TV, do your 

homework. It is important to see the screens in person 

before buying to make sure the one you select will meet 

your needs. For independent ratings and reviews, check out 

Consumer Reports at www.consumerreports.org. Additional 

information is also available at www.energystar.gov. Once 

you have a television, there are several options for tuning 

into the channels. In addition to free television, you can 

subscribe to cable, satellite or Internet TV.

Cable

You can start with a basic lineup of channels and additional 

tiers of channels. The more channels you want, the more it 

will cost. You may want to consider video on demand so you 

can order movies and sports events and watch them when 

you like (usually within a 24-hour window). You can also buy 

a bundle of services that includes digital TV, digital phone, 

and broadband Internet access at discounted rates. Keep in 

mind, however, that you may be asked to sign a contract for 

bundled services. 

Satellite

This service requires a dish that is mounted outside 

(service requires an unobstructed view of the satellite) 

and a receiver that is placed by your television. Satellite 

TV offers comparable channels to cable TV, and you can 

add a digital video recorder to record shows for viewing 

later. Check with your satellite TV provider for channel 

options and prices. As with cable TV, you may be asked to 

sign a contract for a package of services. One downside 

to satellite TV is occasional interference during periods 

of rain or snow. Find out if there are additional fees for the 

repositioning of a satellite dish due to bad weather, or for 

damages due to falling tree limbs.

Internet TV

If you have a high-speed Internet connection, you are 

already able to watch thousands of videos on your 

computer. Movies and TV shows are also available and 

becoming more prevalent as large online companies start 

distributing TV programming. You may even be able to 

connect your computer to your television so that shows you 

would normally watch online can project on a larger screen. 

Several services allow Internet streaming for a fee, along 

with free access to shows on network websites.

TELEMARKETING AND UNWANTED 

MAIL

What can you do about the growing pile of unwanted mail in 

your mailbox and unwelcome telemarketers on your phone? 

Actually, there are several things you can do:

• Tell companies you do business with to remove your 

name from customer lists they rent or sell to others. Look 

for information on how to opt-out of marketing lists on 

sales materials, order forms, and websites.

• Use the services provided by the Direct Marketing 

Association (p. 132) to remove your name from most 

national telemarketing, mail, and email lists.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 45

PRE-RECORDED MESSAGES

Pre-recorded sales calls or robocalls are illegal. Companies 

cannot transmit these messages or send text messages to 

consumers who have not agreed, in writing, to accept such 

messages. A company cannot contact you based on a prior 

business relationship. Pre-recorded calls may only be made 

to residential telephone numbers in the following cases:

• Emergency calls needed to ensure your health and safety.

• Calls that do not include any unsolicited advertisements.

• Calls by, or on behalf of, tax-exempt nonprofit 

organizations.

• Calls for which you have given prior consent.

If you receive pre-recorded telemarketing calls but have not 

agreed to get them, file a complaint with the FCC at 

www.donotcall.gov or by calling 1-888-225-5322.

TELEMARKETING SALES CALLS

The FTC Telemarketing Sales Rule defines what 

telemarketers can and cannot do when making a sales call. 

Callers must:

• Provide the seller’s name.

• Disclose that the call is a sales call.

• Tell you exactly what they are trying to sell.

• Disclose the total cost and other terms of sale before you 

make any payment for goods or services.

• Tell you if they do not allow refunds, exchanges, or 

cancellations.

If a prize is involved, the caller must give you the odds of 

winning, inform you that no purchase is necessary, and 

tell you how to get instructions for entering without buying 

anything. It is illegal for telemarketers to:

• Misrepresent what they are offering.

• Call before 8 am or after 9 pm.

• Threaten, intimidate, or harass you, or call again if you 

ask them not to.

TELEMARKETING AND UNWANTED MAIL

TELEMARKETING

OPTING OUT

Tired of unwanted email filling up your inbox? You can 

opt-out of most unsolicited email lists by going to the 

“unsubscribe” button, usually found at the bottom of the 

message. Some senders make the button difficult to find, 

so you may have to do some searching. 

In addition, the Direct Marketing Association (p. 132) lets 

you opt-out of receiving unsolicited commercial mail from 

many national companies for three years. You can register 

with this service for a small fee, but your registration only 

applies to organizations that use the association’s Mail 

Preference Service. To register, go to www.dmachoice.

org. If you would like to opt-out of credit and insurance 

offers, you can call 1-888-567-8688 or go online at www.

optoutprescreen.com, which is managed by the major 

credit reporting companies.

SHOP WITH A DIRECT SELLER

Direct sellers offer many unique and quality products at 

home parties or person-to-person. The Direct Selling 

Education Foundation recommends that you ask these 

questions to protect yourself before you buy:

• Is the company that the seller represents a member of 

the Direct Selling Association (DSA)? If so, do they have 

a copy of and adhere to DSA’s enforced Code of Ethics? 

The Code of Ethics were written to protect you.

• When will your order be delivered?

• Can the seller explain the return policy or how to cancel 

an order?

• Does the seller have documentation for any claims he or 

she makes about products or services?

• How does the seller protect your credit card and 

personal information?

• Do you like and will you use the products? This is 

especially important before you sign up for an automatic 

monthly shipping program.

Contact the DSA for more information at www.dsa.org or 

www.directselling411.com.

• 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 (p. 14) participate in this program. 

• Under U.S. Postal Service (USPS) rules, it is illegal to 

send mail that looks like it is from a government agency 

when it is not. It is also illegal to send mail that looks like a 

bill when nothing was ordered, unless it clearly states that 

it is not a bill. Report violations of this rule to the USPS (p. 

99).

NATIONAL DO NOT CALL REGISTRY

The federal government’s Do Not Call Registry allows you 

to restrict telemarketing calls permanently by registering 

your phone number at www.donotcall.gov or by calling 

1-888-382-1222. If you receive telemarketing calls after your 

number has been in the national registry for 31 days, you 

can file a complaint using the same web page and toll free 

number. Contact your state’s consumer protection office (p. 

102) to find out if your state has its own Do Not Call (DNC) 

list and how you can add your number to it.

Placing your number on this national registry will stop 

most telemarketing calls, but not all of them. Calls that are 

still permitted include those from political organizations, 

charities, telephone surveyors, and some organizations 

with which you have a relationship.

Cell phone numbers can also be added to the Do Not Call 

Registry (www.donotcall.gov), but it is not necessary, since 

telemarketers are already forbidden to call them.
46 www.USA.gov To contact an organization, use the directory beginning on page 60. 

• Make sure you understand the terms of the deal. If 

you hear you have won a free vacation, ask whether you 

have to buy something in order to get it. If the destination 

is a beach resort, ask the seller how far the hotel is from 

the beach. Then ask the hotel.

• Ask about cancellation policies. You may want to look 

into travel insurance for added protection (p. 33). There 

are websites that offer pricing and policy information on 

plans from different companies and describe the different 

forms of policies available.

• Insist on written confirmations. Ask for written proof 

of reservations, rates, and dates.

• Ask for the total price. Some airlines may sell each item 

separately, so the advertised price is much less than what 

you have to pay.

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

even pay in full for travel services before the trip. Paying 

by credit card gives you the right to dispute charges for 

services that were misrepresented or never delivered. If a 

travel agent or service provider says you cannot leave for 

at least two months, be very cautious—the deadline for 

disputing a credit card charge is 60 days, and most scam 

artists know this. (See Credit Card Billing Disputes, page 

14).

• Chip and PIN credit card. Do you have a credit card 

that uses embedded chip and PIN technology instead 

of a magnetic strip? If travelling internationally, you will 

TELEMARKETING AND UNWANTED MAIL

TRAVEL FEES

Fees have become more common for all aspects of travel. 

While the reason for some fees are easy to understand, 

others have become more confusing, such as:

• Seat selection fee. You may pay a fee for the privilege 

of choosing your seat when you book your flight.

• Car rental fees. Beware of other costs, such as energy 

surcharges, concession fees, and facility fees.

• Resort fees. These fees give you access to fitness 

centers, golf courses, and other amenities. These may be 

charged to your account, whether or not you use them.

• Mini-bar fees. Some hotels charge you a restocking fee 

for replacing the items you purchased. 

• Valet parking. Some hotels advertise valet parking 

as if it is an optional service, but some hotels make it 

mandatory. 

• Wi-Fi. Does the hotel charge a fee for access to their 

Wi-Fi network? 

Before you book your travel, contact airlines, car rental 

companies, and hotels to get an explanation of fee policies. 

Also, when you check out or complete your rental, review 

your receipt carefully. Speak up if you have been charged 

for something that you don’t understand or services you 

didn’t purchase.

This FTC rule applies even when you receive a call from 

a telemarketer in another state or country. It also applies 

when you make a call to a company in another state or 

country in response to a mail solicitation.

The rule generally does not apply when you call to order 

from a catalog or in response to an ad on television or radio, 

or in a magazine or newspaper. It also does not apply to 

solicitations you receive by fax or email. Beware that certain 

types of businesses, including nonprofit organizations, 

investment brokers and advisors, and banks and financial 

institutions, are exempt from the rule.

TRAVEL

Whether reserving a hotel room, buying plane tickets, or 

making other travel arrangements, these tips will help you 

get the deal you have been promised:

• Plan as far ahead as you can. Special deals on hotel 

rooms and airline seats often sell out very quickly.

• Be flexible in your travel plans. Hotels usually offer 

better rates on days when they expect fewer guests. Once 

you get a fare quote from an airline, ask if you can save 

money by leaving a day earlier or later, by taking a different 

flight on the same day, or by using a different airport. 

Changing planes during your trip is sometimes cheaper 

than a nonstop flight.

• Check out the seller. Ask tour operators and travel 

agents whether they belong to a professional association, 

then check to see if they are members in good standing. 

Contact your state or local consumer protection agency 

(p. 102) and the Better Business Bureau (p. 63) to find 

their complaint history.

• Comparison shop. Determine the complete cost of the 

trip in dollars, including all service charges, baggage fees, 

taxes, and processing fees. 

• Beware of unusually cheap prices and freebies. 

These could be a scam, and you could end up paying 

more than the cost of a regular package tour. See When 

Prices Aren’t Final on page 3.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 47

Each airline has its own policies about what it will do for 

delayed passengers; there are no federal requirements. If 

your flight is delayed or canceled, ask the airline whether it 

will pay for meals, lodging, or a phone call. Contrary to what 

many people believe, airlines are not required to do so.

Delayed or Damaged Bags

If your bags are not on the conveyor belt when you arrive, 

file a report with the airline before you leave the airport:

• Insist the airline fill out a form and give you a copy, even if 

personnel say the bags will be on the next flight. 

probably need it, since magnetic strip credit cards are not 

accepted in some countries.

In some states, travel sellers must be registered and 

insured. Advance payments for travel must be placed in an 

escrow account until services are provided. Prizes or “free” 

gifts may also be regulated. Contact your state or local 

consumer protection agency (p. 102) to find out about your 

rights and how to file complaints. 

RESOLVE AIR TRAVEL PROBLEMS

No matter how well you plan, you might encounter these 

common air travel hassles.

Delayed and Canceled Flights

Airline delays caused by bad weather, traffic control 

problems, and mechanical repairs are hard to predict. If 

your flight is canceled, most airlines will rebook you on the 

earliest flight possible to your destination, at no additional 

charge. If you are able to find another flight on another 

airline, ask the first airline to endorse your ticket to the other 

carrier. This could save you from a fare increase, but there 

is no rule requiring the airline to do so.

TRAVEL

TRAVEL

REVAMPED FLYER REWARD PROGRAMS

Traditionally, airline frequent flyer programs awarded 

points based on the number of miles that you flew on a trip. 

However, starting in 2015, many airline reward programs 

will give you mileage points based on the price of the ticket. 

The number of miles you earn for a trip may vary, from 

three to eleven miles per dollar that you spend. The 

number of miles you earn for a trip can increase if you 

booked the flight on the airline’s website, using the airline’s 

branded credit card, or if you have preferred status in the 

rewards program. These changes can limit the ability of 

some travelers, like those who shop for deeply discounted 

flights, to earn points. If you are a member of a frequent 

flyer program that has changed it’s operations, find out:

• How will your current points transfer to the new system?

• Will the points you already have expire?

• Is there a minimum or maximum number of miles you 

can earn on a trip? 

• Are the rewards tickets redeemed on a tiered system?

Contact airlines’ customer service offices for specific 

information about the programs.

VACATION HOME RENTALS

Private home and room rentals are common housing choices 

for a vacation. Before you decide to take part in a home rental 

agreement, know your consumer rights.

As a guest:

• Examine pictures of the rental and maps of the area. Does 

it have features that the description stated? Is it actually 

located as close to the tourist sites, beach, and other 

attractions that you want to visit during your vacation?

• Read reviews from past guests that have rented from this 

person or company.

• Find out about refund and cancellation policies.

• Pay with a credit card so that you can dispute the charge for 

the rental if there is a problem.

• Are you required to pay a deposit for damages? Will it 

be refunded if you don’t break or damage anything in the 

rental?

• Find out whether or not the home owner will be in the house 

during your stay.

As a home owner or host:

• Make sure that renting out your private home is permitted in 

your city, homeowners associations, or leasing office.

• Take pictures and describe your home that accurately show 

your home’s features and the location for potential renters.

• Contact your insurance company to make sure your 

homeowner’s insurance policy covers renting out your 

house, or certain rooms. 

• Find out if you have to collect taxes from guests, and if you 

have to do so directly or if a third party service will do that 

for you.
48 www.USA.gov To contact an organization, use the directory beginning on page 60. 

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

phone number. 

• Confirm that the airline will deliver the bag to you without 

charge when it is found.

Some airlines will give you money to purchase a few 

necessities. If they do not provide you with cash, ask what 

types of articles are reimbursable and keep all receipts.

If a suitcase arrives damaged, the airline may pay for repairs 

if you file a claim immediately (before you leave the airport). 

If an item cannot be fixed, the airline will negotiate to pay 

you its depreciated value. The same is true for belongings 

packed inside a suitcase. However, airlines may refuse 

to pay for damage if it was caused by your failure to pack 

something properly rather than by the airline’s handling.

Lost Bags

If your bag is declared officially lost, you will have to submit 

a second, more detailed form within a time period set by the 

airline. The information on the form is used to estimate the 

value of your lost belongings. Airlines can limit their liability 

for delay, loss, and damage to baggage; however, they must 

prominently display this information (on the website and/ 

or at the ticket counter) that explains the limit. According to 

the Department of Transportation (www.dot.gov/briefingroom/news-digest-75), the maximum an airline pays on lost 

bags and their contents is limited to $3,400 per passenger 

on domestic flights, and approximately $1,500 per 

passenger for baggage on international flights. See www.

thetravelinsider.info/travelaccessories/lostbaggagerights.

htm for more information on maximum liability, including 

special rates that change daily.

If the airline’s offer does not cover your loss fully, check your 

homeowner’s or renter’s insurance to see whether it covers 

losses away from home. Some credit card companies 

and travel agencies also offer optional or even automatic 

supplemental baggage coverage.

On those trips when you know you are carrying more than 

the liability limits, you may want to ask about purchasing 

“excess valuation” insurance from the airline when you 

check-in. Of course, there is no guarantee the airline will sell 

TRAVEL

Fraudulent timeshare resale companies take advantage 

of people that want to sell their property by charging 

large upfront fees and urging owners to act fast. Before 

you sell, consider these tips to avoid being scammed:

• Don’t fall for promises and guarantees of a quick sale 

• Be leery of pressure to act immediately or claims that 

“we’ve got a buyer right here.”

• Research complaints against the reseller with the 

state’s attorney general or consumer protection office 

(p. 102) and the Better Business Bureau (p. 63)in the 

state where the timeshare property is located.

• Ask if the reseller is licensed to sell real estate in the 

state where the property is located. Verify with that 

state’s real estate commission.

• Don’t pay upfront fees, based on a promise.

• Get everything in writing.

• Only pay for fees after your timeshare is sold, as if you 

were selling your primary home.

Visit www.ftc.gov/travel for more information about 

timeshare scams. File a complaint with the Federal Trade 

Commission (p. 98) and the state regulators (p. 102) if 

you have been the victim of this type of fraud. 

BEWARE: TIMESHARE RESALE SCHEMES

you this protection. The airline may refuse, especially if the 

item is valuable or breakable.

Overbooked Flights

Selling more tickets than there are seats is not illegal. 

Most airlines overbook their flights to compensate for 

“no-shows.” If there are more passengers than seats 

just before a plane is scheduled to depart, you can be 

“bumped” or left behind against your will. Whether you 

are bumped may depend on when you officially checked 

in for your flight, so check-in early. The U.S. Department 

of Transportation requires airlines to ask people to give 

up their seats voluntarily, in exchange for compensation. 

Airlines decide what to offer volunteers, such as money, a 

free trip, food, or lodging.

Passengers who are bumped involuntarily on most flights 

within the United States and on outbound international 

flights. are protected under Federal Aviation Administration 

guidelines (www.faa.gov). If you volunteer to be bumped, 

your agreement with the airline is not regulated and will 

depend on negotiating at the gate. 

The airline must give you a written statement describing 

your rights as well as the airline’s boarding priority rules 

and criteria. If the airline is able to get you to your final 

destination within two hours of your original arrival time, 

there is no monetary compensation. If that is not possible, 

the airline must pay you an amount equal to 200% of your 

one-way fare, with a maximum of $650. To receive this 

payment, you must have a confirmed reservation. You must 

also meet the airline’s deadlines for ticketing and check-in. 

An airline may offer you a free ticket on a future flight in 

place of a check, but you have the right to insist on a check.

CRUISES

Taking a cruise can be a fun way to travel and enjoy an allinclusive vacation. Before you sail, you should know that 

your ticket is also a binding contractual agreement between 

you and the cruise ship company, so it is important to read 

all of the terms and conditions in the ticket contract. You 

must agree to the terms, exactly as they are written, or you 

cannot take the cruise. Before you book tickets on a cruise, 
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 49

UTILITIES

UTILITIES

research the company and the ship’s history. 

Some things to look out for when reading the contract:

• Cancellation policy. Some cruises require you to cancel 

50 or more days in advance of the departure date. What 

are your rights if you have to cancel your trip? How far in 

advance do you have to cancel in order to get a refund? 

Will it be a partial or a full refund? 

• Understand your legal rights. Your contract may limit 

your ability to sue the company or specify the time frame 

and location where a court case must be filed.

• Itinerary changes. The itinerary and ports of call can be 

changed at the captain’s discretion. 

• Refunds. Are you able to get a refund if you depart early? 

If so, what portion of the cruise price will be refunded?

Visit www.dot.gov/mission/safety/passenger-cruise-shipinformation for more cruise safety resources.

TRAVEL SAFETY

Several federal agencies offer advice and information on 

the Internet or mobile apps that can help you have a safe 

trip. For advice on:

• Airline, highway, and rail safety information: 

Check out the U.S. Department of Transportation (p. 96) 

at www.dot.gov to look up crash-safety reports on cars 

and road conditions. Find out how weather is affecting air 

travel at www.fly.faa.gov and www.faa.gov/passengers.

• Safe travel by air, land, and sea: Refer to the 

Transportation Security Administration (p. 93) at 

www.tsa.gov/travelers. This site posts tips on dealing 

with airline security checks, traveling with kids, and 

warnings on prohibited items. 

• What to do before, during, and when returning from 

a trip overseas: Visit the U.S. Department of State (p. 

96) at www.state.gov/travel. You can also get warnings on 

locations to avoid, and tips on what to do in an overseas 

emergency.

• Health-related travel information: Consult the Centers 

for Disease Control and Prevention (p. 91) at 

www.cdc.gov/travel. Research vaccination requirements, 

find information on how to avoid illnesses caused by food 

and water, and review sanitation inspection scores on 

specific cruise ships.

UTILITIES

In many states, consumers can choose their telephone 

and energy service provider. Contact your state utility 

commission (p. 127) to find out whether you have a choice. 

Some commissions will provide a list of service providers 

and advice on making a choice, and most state utility 

commissions will take any complaints you have concerning 

utility sales and service.

STARTING UTILITY SERVICE

When you move into a new home or apartment, you may 

also be required to have the utility services (electricity, gas, 

water, waste removal, and cable) started in your name. Your 

city or county government may handle some services, such 

as water, sewer, and garbage collection. If you live in an 

apartment or are leasing a house from a homeowner, the 

landlord may handle this for you, but that is not required. 

Notify the utility provider in advance of the date you need 

service to start. If you are moving, remember to have service 

turned off at your old address. 

Each company may require you to pay a fee to start service. 

You may also be required to pay a deposit or allow the 

company to check your credit to establish service at your 

home. If any of these companies fails to meet its service 

requirements, file a complaint with the company. If that does 

not work, contact your state’s utility commission (p. 127). 

BILLING

Once you have established service, you should start 

receiving your bills at regular intervals, normally monthly or 

quarterly. Utility bills are based on the amount of energy or 

water you actually use. However, if you live in an apartment 

complex, the amount you pay for some utilities may be 

prorated or split, based on a mathematical formula among 

all of the residents in your community. If the amount of 

energy varies by season, you may decide to sign up for 

a budget billing program. These programs allow you to 

smooth out your monthly payments by paying more in 

lighter-use months, so your bills are still manageable in 

months with heavier use. Contact your utility company to 
50 www.USA.gov To contact an organization, use the directory beginning on page 60. 

UTILITIES

WHAT IS PROBATE?

Probate is a legal process that takes place after you die. It 

involves proving that your will is valid, identifying all of your 

property, paying debts and taxes, and distributing your 

remaining property as the will directs.

SWITCHING UTILITY PROVIDERS

Your state’s public utilities commission may allow you 

to “un-bundle” your electric (or gas) service, so that you 

purchase your electricity from one company and the 

delivery of the electricity from a separate company. The 

electricity supplier will generate your electricity, but your 

local utility company will still deliver the electricity to your 

home. Some suppliers may call you or advertise specials 

to encourage you to switch your service. Before you decide 

which option is best for you, ask these questions:

• How do the supplier’s rates compare to the rates of your 

utility company?

• Is the energy rate fixed or does it vary from month to 

month?

• What other fees or taxes will be charged?

• How long does the contract last? Are there penalties if 

you cancel early?

• Will you receive one combined bill that includes charges 

from both the supplier and utility company?

• Is there a special offer or incentive for signing up?

• Is the company licensed by your state’s public utility 

commission?

Contact your state’s public utilities commission (p. 127) for 

more information on switching utility suppliers.

sign up for these programs. To learn ways to save on your 

energy bill, see Going Green (p. 21).

In addition to your actual service, you may have other fees 

on your bill, such as administrative fees, public surcharges, 

or local taxes. Contact the service provider if you see 

charges you do not understand or did not authorize, or if 

you have difficulty making timely payments.

If you have difficulty paying your bills, especially for 

electricity or gas, help is available. Contact the company 

to find out if it has a program in place to help consumers. 

Also, your state’s utility commission (p. 127) may sponsor 

a program to either reduce your bill or make your payments 

based on a set amount of your income each month. 

Programs like these from utility companies and local 

government are usually based on your income. You may 

also consider applying for help through the Low Income 

Home Energy Assistance Program (LIHEAP). The benefits 

vary from state to state. Visit www.acf.hhs.gov/programs/

ocs/programs/liheap or call 1-866-674-6327 for more 

information.

WILLS AND FUNERALS

People at all economic levels benefit from an estate plan. 

Upon death, an estate plan legally protects and distributes 

property based on your wishes and the needs of your family 

and/or survivors with the fewest tax consequences.

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. If you do not have a will when 

you die, your estate will be handled in probate, and your 

property could be distributed differently from what you 

would like. When writing your will, remember:

• In most states, you must be 18 years of age or older.

• To be valid, a will must be written when you are of sound 

judgment and have adequate mental capacity.

• The document must clearly state that it is your will.

• An executor of your will, who ensures your estate is 

distributed according to your wishes, must be named.

• It is not necessary to notarize or record your will, but 

doing so can safeguard any claims that it is invalid. For it 

to be valid, it must be signed in the presence of at least 

two witnesses.

• A financial will and testament will always supersede a last 

will and testament when bestowing financial assets.

It may help to get legal advice when writing a will, 

particularly when it comes to understanding all of the 

rules of the estate disposition process in your state. For 

information about legal issues, see page 55. Some states, 

for instance, have community-property laws that entitle your 
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 51

WILLS AND FUNERALS

WILLS AND FUNERALS

WRITE A DIGITAL ASSET PLAN

More and more the things you buy and own are intangible 

items, like digital books, music, and photos stored online. 

You may have online accounts with retailers, financial 

institutions, or digital media subscriptions for streaming 

TV and movies. In addition, some things are stored by 

companies on your behalf, like social media profiles, email 

accounts, airline frequent flyer miles, and credit card 

reward points. 

What happens to these assets once you die? You should 

consider creating a digital asset plan. This document 

should state how you would like these assets and online 

accounts to be handled. You should appoint someone 

you trust as an digital asset executor. This person 

will be responsible for closing your online accounts, 

subscriptions, social media profiles, and handling all of 

your electronic assets after you are deceased. Take these 

steps to help you write a digital asset plan:

• Review the terms and conditions of each company where 

you have digital assets and profiles to know their policies 

when a customer dies.

• State how you would like your profiles to be handled. You 

may want to cancel your accounts or profiles completely 

or keep it open for friends and family to use.

• Include a list all of the companies where you have digital 

accounts, along with your usernames and passwords 

with your will.

• If the account is for a fee based service, include the 

credit card or bank account numbers that are used to 

pay for the service so that the executor can contact the 

companies to stop the charges.

• Stipulate in your will that the executor of your digital 

asset plan should have a copy of your death certificate. 

He or she may need this as proof for websites and 

service providers to take any actions on your behalf.

• Check to see if the companies have account 

management features that let you assign access to 

friends and family, ahead of time.

surviving spouse to keep at least half of your wealth after 

you die, no matter what percentage you leave him or her in 

your will. Fees for the execution of a will vary according to 

its complexity.

Choose an Executor 

An executor is the person who is responsible for settling 

the estate after your death. Duties of an executor include:

• Taking inventory of property and belongings.

• Appraising and distributing assets.

• Paying taxes.

• Settling debts owed by the deceased.

Most important, the executor is legally obligated to act in 

the interests of the deceased, following the wishes stated in 

the will. Here again, it can be helpful to consult an attorney 

to help with the probate process or offer legal guidance. In 

most states, any person over the age of 18 who has not been 

convicted of a felony can be named executor of a will. Some 

people choose a lawyer, accountant, or financial consultant 

based on his or her professional experience. Others choose 

a spouse, adult child, relative, or friend. Since the role of 

executor can be demanding, it is often a good idea to ask 

the person if he or she is willing to serve.

If you have been named executor in someone’s will but 

are not able or do not want to serve, you need to file a 

“declination,” which is a legal document that declines your 

designation as an executor. The contingent executor named 

in the will then assumes responsibility. If no contingent 

executor is named, the court will appoint one.

Choose Beneficiaries

As you write your will, you need to decide who you want 

to inherit your assets to ensure that your possessions are 

dispersed as you want. Primary beneficiaries are your first 

choice to receive your assets. You should also consider 

choosing secondary or contingent beneficiaries. If your 

primary beneficiary dies before you do or does not meet 

a condition (ex. age) for inheritance, your secondary 

beneficiaries will receive your assets. Designating a 

secondary beneficiary can also prevent going through 

probate, which can be time consuming and expensive. Use 

specific names instead of broad categories like “nieces and 

nephews” when naming beneficiaries in your will.

You should also add primary and secondary beneficiaries 

on your individual bank accounts, the deeds to your homes 

and cars, contents of your safe deposit boxes, investments, 

and insurance policies to make it easier to transfer the 

assets. Also, remember that giving someone power 

of attorney does not automatically make this person a 

beneficiary of your assets. After you die, this person will not 

have the right to the money or even the right to access your 

account. If you want this person to be a beneficiary, you 

must state it in your will.

FUNERALS

One of the largest expenses many consumers will face is 

arranging for a funeral. A traditional burial, including a 

casket and vault, costs about $7,000. Extras such as flowers, 

obituary notices, cards, and limousines can add thousands 

of dollars more. At such a highly emotional time, many 

people are easily swayed to believe that their decisions 

reflect how they feel about the deceased and wind up 

spending more than may be necessary.

Most funeral providers are professionals who work to serve 

their clients’ needs and best interests. Unfortunately, some 

do not and may take advantage of clients by insisting on 

unnecessary services and overcharging consumers. The 

Funeral Rule is a federal rule that regulates the actions of 

funeral directors, homes, and services.

Many funeral providers offer a variety of package plans that 
52 www.USA.gov To contact an organization, use the directory beginning on page 60. 

WILLS AND FUNERALS

include products and services that are most commonly 

sold. Keep in mind, you are not obligated to buy a package 

plan; you have the right to buy the individual products and 

services you prefer. As outlined by the Funeral Rule:

• You have the right to choose the funeral goods and 

services you want (with some exceptions).

• The funeral provider must state this “Rule” in writing on 

the general price list.

• If state or local law requires you to buy any particular 

item, the funeral provider must disclose it on the price list, 

with a reference to the specific law.

• The funeral provider may not refuse, or charge a fee, to 

handle a casket that you bought elsewhere.

• A funeral provider who offers cremations must make 

alternative urns available.

• When prepaying for funeral services, do not agree to 

give the check from the life insurance company directly to 

the funeral home. You are paying for specific goods and 

services, and signing over the life insurance check might 

result in a significant overpayment for services rendered.

Visit www.ftc.gov/bcp/edu/microsites/funerals for more 

information about the Funeral Rule.

Planning ahead is the best way to make informed decisions 

about funeral arrangements. An advance plan also spares 

your family from having to make choices in the middle of 

grief and under time constraints. Every family is different, 

and funeral arrangements are influenced by religious and 

cultural traditions, budgets, and personal preferences.

You are not legally required to use a funeral home to 

plan and conduct a funeral, but most people find that the 

services of a professional funeral home make the process 

easier. Comparison shopping, either in person or by phone, 

can save you money and is much easier when done in 

advance. Visit www.funerals.org to learn more about how to 

select a funeral home and research its history. Many funeral 

homes will also send you a price list by mail, but this is not 

required by law. 

If you have a problem concerning funeral matters, it is best 

to try to resolve it first with the funeral home director. If 

you are dissatisfied, the Funeral Consumers Alliance (p. 

101) 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. 102) or the Funeral Service 

Consumer Assistance Program at 1-800-662-7666. Most 

states have a licensing board that regulates the funeral 

industry. You can contact the board in your state for 

information or help.

Prepaying

Millions of Americans have entered into contracts to 

prearrange their funerals and prepay some or all of the 

expenses involved. Various states have laws to help ensure 

that these advance payments are available to pay for the 

funeral products and services when they are needed; 

however, protections vary widely from state to state. Some 

state laws require the funeral home or cemetery to place a 

percentage of the prepayment in a state-regulated trust or 

to purchase a life insurance policy with the death benefits 

assigned to the funeral home or cemetery. For a list of 

questions to consider before prepaying for a funeral, visit 

www.consumer.ftc.gov/articles/0305-planning-your-ownfuneral.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 53

PART II: FILE A COMPLAINT

FILE A COMPLAINT

Even the savviest consumer has problems with a product 

or service at one time or another. It is your right to complain 

if you have a genuine consumer problem. It is also your 

responsibility. A problem cannot be fixed if no one knows it 

exists.

CONTACT THE SELLER

The first step in resolving a consumer problem is contacting 

the seller. You can solve most consumer problems by talking 

to a local salesperson or representative. If this fails, try 

going higher up to the national headquarters of the seller or 

the manufacturer of the item.

Many companies have a special customer relations or 

consumer affairs division whose primary function is solving 

consumer problems. You can often contact this division 

by toll free number, postal mail, online form or contact 

information listed on the product label or warranty. If this is 

not the case:

• Check the Corporate Consumer Directory portion of this 

Handbook for the contact information of several hundred 

corporations (p. 68).

• Visit the company’s website and look for a “Contact Us”, 

“About Us”, Customer Service”, or “Privacy Policy” link.

• Dial the directory of toll free numbers at 1-800-555-1212 to 

see whether the company has a toll free number listed.

• Ask your local librarian to assist you. Most public libraries 

have reference books with corporate contact information.

• As you do your search, keep in mind that the name of 

the manufacturer or parent company is often different 

from the brand name. ThomasNet, an online database of 

manufacturers, may be helpful.

• With each person you contact, calmly and accurately 

explain the problem and what action you would like to be 

taken. A written letter is a good strategy because you will 

have a record of your communication with the company. 

The sample letter (p. 54) will help you prepare a written 

complaint.

• Be brief and to the point. Note all important facts about 

your purchase, including what you bought, serial or model 

numbers, the name and location of the seller, and when 

you made the purchase. 

• State exactly what you want done about the problem 

and how long you are willing to wait for a response. Be 

reasonable.

• Don’t write an angry, sarcastic, or threatening letter. The 

person reading your letter probably was not responsible 

for your problem but could be very helpful in resolving it.

• Send your letter by certified mail or request delivery 

confirmation.

• Include copies of all documents regarding your problem. 

Keep the originals.

• Provide your name, address, and phone numbers. If 

an account is involved, be sure to include the account 

number.

• Keep a record of your efforts to contact the seller; include 

the name of the person with whom you spoke and what 

was done, if anything. You should also keep a record of 

the dates and times of your contact.

• If you use a company’s online complaint form, print the 

screen or take a sceenshot before you click “submit” so 

that you have a record of your complaint.

CONTACT THIRD PARTIES

Don’t give up if you are not satisfied with the seller’s 

response to your complaint. Once you have given the seller 

a reasonable amount of time to respond, consider filing a 

complaint with one or more of these outside organizations:

State or local consumer protection offices (p. 102). 

These government agencies mediate complaints, conduct 

investigations, and prosecute those who break consumer 

laws.

State regulatory agencies that have jurisdiction over the 

business. For example, banking (p. 115), insurance 

(p. 119), securities (p. 123), and utilities (p. 127) are regulated 

at the state level.

State and local licensing agencies. Doctors, lawyers, 

home improvement contractors, auto repair shops, realtors, 

debt collectors, and child care providers are required 

to register or be licensed. The board or agency that 

oversees this process may handle complaints and have 

the authority to take disciplinary action. Your state or local 

consumer protection office (p. 102) can help you identify the 

appropriate agency.

Better Business Bureaus (p. 63). This network of 

nonprofit organizations supported by local businesses tries 

to resolve buyer complaints against sellers. Records are 

kept on unresolved complaints as a source of information 

for the seller’s future customers. The umbrella organization 

for the BBBs assists with complaints concerning the 

truthfulness of national advertising and helps to settle 

“lemon law” disputes with automobile manufacturers 

through the BBB AUTO LINE program (p. 62).

Trade associations. Companies that sell or produce 

similar products or services often belong to an industry 

FILE A COMPLAINT
54 www.USA.gov To contact an organization, use the directory beginning on page 60. 

SAMPLE COMPLAINT LETTER

Download a copy of the sample complaint letter at: 

www.usa.gov/topics/consumer/complaint/complaint-letter.shtml

Your Address

Your City, State, ZIP Code

Date

Name of Contact Person, if available

Title, if available

Company Name

Consumer Complaint Division (if you have no specific contact)

Street Address

City, State, ZIP Code

Dear (Contact Person):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or had repaired/serviced) a (name of the 

product, with serial or model number or service performed) at 

(location, date and other important details of the transaction).

Unfortunately, your product (or service) has not performed 

well (or the service was inadequate) because (state the 

problem). I am disappointed because (explain the 

problem: for example, the product does not work 

properly, the service was not performed correctly, I 

was billed the wrong amount, something was not 

disclosed clearly or was misrepresented, etc.).

To resolve the problem, I would appreciate if you would 

(state the specific action you want—money back, charge card credit, 

repair, exchange, etc.). Enclosed are copies (do not send originals) of my 

records (include receipts, guarantees, warranties, canceled checks, 

contracts, model and serial numbers, and any other documents).

I look forward to your reply and a resolution to my problem and will 

wait until (set a time limit) before seeking help from a 

consumer protection agency or Better Business Bureau. 

Please contact me at the above address or by phone at 

(home and/or office numbers with area code).

Sincerely,

Your name

Enclosure(s)

• describe 

purchase

• name of product, 

serial/model 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, emails, warranties, work orders, order confirmation numbers, 

receipts, owner’s manuals and related documents.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 55

FILE A COMPLAINT

MANDATORY ARBITRATION CLAUSES

Mandatory arbitration clauses in contracts prevent you 

from filing a lawsuit against a company. These clauses are 

fairly common in automotive, credit card, and cell phone 

contracts. But now, they are appearing in website terms 

and conditions statements, coupons, or corporate social 

media profiles. While arbitration can be less expensive, 

it is sometimes seen as unfair to make arbitration a 

requirement before a negative incident has happened or 

knowing how serious the problem is. Also, the decisions 

are binding, so you can’t appeal the decision, even if the 

company was severely negligent. 

Before you sign a contract or even use a website, read the 

contract or terms of service for mentions of “arbitration”, 

“binding arbitration” or “resolution programs”; this 

language is often in the fine print of the contract and can 

be easily missed. Also, note that some companies may let 

you opt-out of these clauses, if you do so within 30 days.

association that will help resolve problems between its 

members and consumers (p. 131).

National consumer organizations. Some of these 

organizations assist consumers with complaints (p. 100).

Media programs. Local newspapers, radio stations, 

and television stations often have action lines or hotline 

services that try to resolve consumer complaints they 

receive. Call for Action, Inc. (p. 100) is a nonprofit network 

of consumer hotlines that educate and assist individuals 

with consumer problems.

DISPUTE RESOLUTION PROGRAMS

Some companies and industries offer programs to 

address disagreements between buyers and sellers. The 

auto industry (p. 62) has several of these programs. The 

Financial Industry Regulatory Authority (p. 132) offers a 

program to resolve investment-related disputes. 

Mediation, arbitration, and conciliation are three common 

types of dispute resolution. During mediation, both sides 

involved in the dispute meet with a neutral third party and 

create their own agreement jointly. In arbitration, the third 

party decides how to settle the problem. Conciliation is 

similar; however, you and the other party meet with the 

conciliator separately (not a group meeting). Request 

a copy of the rules of any program before deciding to 

participate. You will want to know beforehand whether 

the decision is binding; some programs do not require 

both parties to accept the decision. Also ask whether 

participation in the program places any restrictions on your 

ability to take other legal action.

SMALL CLAIMS COURT

Small claims courts resolve disputes over small amounts of 

money. Court procedures are generally simple, inexpensive, 

quick, and informal. Additionally court fees are minimal. 

You probably will not need a lawyer. Even though the court 

is informal, the judge’s decision must be followed.

If you file a case and win, the losing party should give you 

what the court says you are owed without further action on 

your part. If the losing party refuses to follow the court’s 

decision, you can go back to court and ask for the order to 

be enforced. Depending on local laws, law enforcement 

officials might sell a person’s property, or take money from 

a bank account or business cash register. 

Check your local telephone book under the municipal, 

county, or state government headings for small claims 

court offices. If you have more questions, the court’s clerk 

may be able to answer your questions. 

LEGAL HELP AND INFORMATION

If you need an attorney to advise or represent you, ask 

friends and family for recommendations. You can also 

contact the Lawyer Referral Service of your state, county, 

or city bar association listed in your local phone directory. 

Websites such as www.americanbar.org (American Bar 

Association) and www.nolo.com can help you with answers 

to general legal questions.

Choosing an Attorney

Many lawyers who primarily serve individuals and families 

are general practitioners with experience in frequently 

needed legal services, such as divorce and family matters, 

wills and probate, bankruptcy and debt problems, real 

estate, and criminal and/or personal injury. Be sure the 

lawyer you are considering has experience in the area for 

which you are seeking help.

Once you have identified some candidates:

• Call each attorney and describe your legal issue to find 

out whether they handle your situation.

• Ask if you will be charged for an initial consultation.

• Ask for an estimate of what the lawyer usually charges to 

handle your kind of case.

• Ask whether there are hourly charges, or if your attorney 

accepts a percentage of the settlement as a contingency 

fee. If the lawyer is paid by a contingency fee, then the or 

she will only receive a payment if they win your case.

The initial consultation is an opportunity for you and the 

lawyer to get to know each other. After listening to the 

description of your case, the lawyer should be able to 

outline your rights and liabilities, as well as alternative 

courses of action. The initial consultation is the lawyer’s 

opportunity to explain what he or she can do for you and 

how much it will cost. You should not hesitate to ask about 

the attorney’s experience in handling matters such as 

yours. Also, do not hesitate to ask about the lawyer’s fees 

and the likely results. If you are considering going beyond 

the initial consultation and hiring the lawyer, request a 

written fee agreement before proceeding.

FILE A COMPLAINT
56 www.USA.gov To contact an organization, use the directory beginning on page 60. 

What If You Cannot Afford a Lawyer?

If you cannot afford a lawyer, you may qualify for free legal 

help from a Legal Aid or Legal Services Corporation (LSC) 

office. These offices generally offer legal assistance for 

such things as landlord-tenant relations, credit, utilities, 

family matters (for example, divorce and adoption), 

foreclosure, home equity fraud, Social Security benefits, 

welfare, unemployment, and workers’ compensation. If 

the Legal Aid office in your area does not handle your type 

of case, it may refer you to other local, state, or national 

organizations that can provide help. 

• To find the Legal Aid office nearest to you, check a local 

telephone directory or contact:

National Legal Aid & Defender Association

1901 Pennsylvania Ave., NW Suite 500

Washington, DC 20006

Phone: 202-452-0620

www.nlada.org

• To find the Legal Services Corporation (LSC) office nearest 

to you, check a local telephone directory or contact:

Legal Services Corporation Public Affairs

3333 K St., NW, 3rd Floor

Washington, DC 20007

Phone: 202-295-1500

www.lsc.gov

Free assistance may also be available from a local law 

school program where students, supervised by attorneys, 

handle a variety of legal matters. Some of these programs 

are open to all; others limit their service to specific groups, 

such as senior citizens or low-income persons. 

REPORT FRAUD AND SAFETY HAZARDS

If you suspect a law has been violated, contact your local 

or state consumer protection agency (p. 102). This agency 

may take action or refer you to another state organization 

that has authority where you live. A local law enforcement 

officer may also be able to provide advice and assistance.

Violations of federal laws should be reported to the 

federal agency responsible for enforcement. While federal 

agencies are rarely able to act on behalf of individual 

consumers, complaints are used to document patterns 

of abuse, allowing the agency to take action against a 

company or industry. 

If you suspect fraud, there are some additional steps to 

take:

• Report it to the Federal Trade Commission (p. 98).

• Report scams that use the mail or interstate delivery 

service to the U.S. Postal Inspection Service (p. 99). It is 

illegal to use the mail to misrepresent or steal money.

• Report scams that are Internet-based to the Internet 

Crime Complaint Center at www.ic3.gov.

Reporting fraud promptly improves your chances of 

recovering what you have lost and helps law enforcement 

authorities stop scams or safety hazards before others are 

victimized. 

FILE A COMPLAINT

KEY INFORMATION RESOURCES

Federal Citizen Information Center (FCIC)

FCIC is a one-stop source that provides government 

information and services directly to the public. FCIC offers 

information across various channels, including the websites 

If you suspect you have a product that poses a health or 

safety hazard, report the problem to the appropriate federal 

agency:

• Animal Products. Food and Drug Administration 

(p. 92)

• Automobiles. National Highway Traffic Safety 

Administration (p.96)

• Consumer Household Products. U.S. Consumer 

Product Safety Commission (p. 89)

• Drugs, Cosmetics, and Medical Devices. Food and 

Drug Administration (p. 92)

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

Department of Agriculture (p. 89)

• Household Chemicals. Environmental Protection 

Agency (p. 97)

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

Department of Commerce (p. 90)

• Toys, Baby Products, and Play Equipment. U.S. 

Consumer Product Safety Commission (p. 89)
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 57

name and address of your school and the number of copies 

you would like to receive. 

FOR PERSONS WITH DISABILITIES

National Council on Disability

A federal agency whose mission is to improve the quality of 

life for Americans with disabilities and their families. Visit 

www.ncd.gov.

National Disability Rights Network

Provides legally based advocacy services for people with 

disabilities. Visit www.ndrn.org.

Department of Education

Provides training and information to parents of disabled 

children and to people who work with them. See page 90 or 

visit www.ed.gov.

Department of Housing and Urban Development

Learn more about the housing rights of people with 

disabilities, and the responsibilities of housing providers 

and building and design professionals. Visit www.hud.gov/

offices/fheo/disabilities or see page 94.

PART III: KEY INFORMATION RESOURCES

USA.gov and GobiernoUSA.gov (in Spanish). Order print 

publications at Publications.USA.gov and through the 

Consumer Information Catalog. You can also get answers to 

your government questions by telephone at 1-844-872-4681, 

and via social media on Facebook at 

www.facebook.com/USAgov and Twitter @USAgov.

Center for the Study of Services

Evaluates quality and price for local services in major 

metropolitan areas. Visit www.checkbook.org or see page 100.

Consumer Reports

Researches and tests goods and services such as 

automobiles, appliances, food, clothing, luggage, and 

insurance. Visit www.consumerreports.org or see page 100.

Consumer World

A public service website with links to hundreds of 

consumer resources, corporations, and government 

agencies. Visit www.consumerworld.org.

National Institute of Food and Agriculture (NIFA) 

Programs cover food and nutrition, housing, gardening, 

budgeting, using credit, saving for retirement, and more. Visit 

www.nifa.usda.gov or www.extension.org or see page 89.

Libraries

Publications from the organizations mentioned on this page 

are available at your local public library or by visiting www.

publiclibraries.com.

EMERGENCY PREPAREDNESS

Disasters can strike in many forms—fires, floods, 

hurricanes, tornadoes, and even national emergencies. 

Protecting yourself, your family, your pets, and your home 

or your business requires advance planning. It is equally 

important to know where to turn for help and information. 

You may even be eligible for government assistance. 

There are numerous sources of information to help you 

prepare. To get started, check out these websites: 

• www.disasterassistance.gov

• www.fema.gov

• www.ready.gov

• www.redcross.org

Visit www.ready.gov/financial-preparedness to get 

resources to help you make a pre-disaster financial plan. It 

is also helpful to have a home inventory of your belongings; 

you can create one online that you can access anywhere at 

www.knowyourstuff.org. In case of a disaster, make certain 

that you have your ID, cash, debit and credit cards, and a list 

of your account numbers and insurance policy numbers. 

FOR TEACHERS

Teachers often use the Consumer Action Handbook to 

teach essential information about credit, insurance, 

major purchases, complaint letters, saving and investing, 

and other consumer topics. For classroom copies of the 

Handbook, email action.handbook@gsa.gov; include the 

KEY INFORMATION RESOURCES

SERVICES AND RESOURCES FOR PERSONS 

WITH DISABILITIES

Relay Services: Telecommunications relay services 

link telephone conversations between individuals who 

use standard voice telephones and those who use text 

telephones (TTYs). Calls may be made from either type of 

telephone to the other type through the relay service.

Local Relay Services: States provide relay services for 

local and long-distance 

calls. Consult your local 

telephone directory for 

information on use, fees (if 

any), services, and dialing 

instructions for that area.

Federal Relay Service: 

The FRS, a program of 

the U.S. General Services 

Administration (GSA), 

provides access to TTY 

users who wish to conduct 

official business nationwide with, and within, the federal 

government. The toll free number is 1-800-877-8339. For 

more information on relay communications, or to obtain a 

brochure on using the FRS, call 1-800-877-0996.

Other Services: Consumers who are deaf or hard of 

hearing, or who have a speech impairment and use a TTY, 

may receive operator and directory assistance for calls by 

calling 1-800-855-1155. Check the introductory pages of 

your local telephone directory for additional TTY services.
58 www.USA.gov To contact an organization, use the directory beginning on page 60. 

National Library Service for the Blind and Physically 

Handicapped

Administers a free loan service of recorded and Braille 

books and magazines, music scores in Braille and large 

print, plus specially designed playback equipment. Visit 

www.loc.gov/nls.

FOR MILITARY PERSONNEL

Today’s military families face many common consumer 

challenges as well as the additional stress associated with 

frequent moves and separation. To ease such difficulties, 

Family Centers, along with the other programs described 

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 link people with appropriate services available 

in the local community and/or through state and federal 

assistance programs in health and human services, school 

systems, employment assistance, law enforcement, and 

recreation. 

Air Force Community Readiness and Family Support

Airman and Family Readiness Centers (A&FRC) are 

located on every Air Force Installation and offer a wealth 

of resources to airmen and their families. They provide 

consultations on topics such as financial management, 

transition assistance, spouse employment, readiness, 

deployment, family life and relocation assistance.

Fleet and Family Support Programs

www.ffsp.navy.mil

The Fleet and Family Support Program provides support, 

references, information, and a wide range of assistance for 

members of the Navy and their families to meet the unique 

challenges of the military lifestyle. 

Marine Corps Community Services (MCCS)

www.usmc-mccs.org

The Personal and Family Readiness Division (MR) provides 

a number of Marine Corps personnel service programs,

KEY INFORMATION RESOURCES

RESOURCES FOR MILITARY FAMILIES

Check with family readiness centers on your installation 

to get access to financial help. The Consumer Financial 

Protection Bureau’s Office of Servicemember Affairs 

offers resources to plan your financial future and prevent 

being a victim of fraud at www.consumerfinance.gov/

servicemembers. The Better Business Bureau also offers 

consumer education and advocacy to service members 

through their Military Line® at www.bbb.org/council/

programs-services/bbb-military-line/. If you need to file a 

complaint, you can file it with the FTC (p. 98) or the CFPB 

(p. 89).

including casualty assistance, DEERS dependency 

determination, voting assistance, postal services, and 

personal claims.

U.S. Army Family and Morale, Welfare and Recreation

www.armymwr.com

This office provides support to Army personnel and 

families, including resources to strengthen home and family 

life, finances, employment, and other key resources.

U.S. Coast Guard

www.uscg.mil

The U.S. Coast Guard offers key resources, including core 

publications, career information and related news. It also 

covers background about its mission, community services, 

history, photos, and reports.

FedsHireVets

Veterans Employment Program Office

U.S. Office of Personnel Management

1900 E St., NW

Washington, DC 20415-0001

Phone: 202-606-5090

www.fedshirevets.gov

FedsHireVets is a one-stop resource for federal veteran 

employment information. 

Military OneSource

Phone: 1-800-342-9647

www.militaryonesource.mil 

Military OneSource is a comprehensive resource for military 

members and their families, relating to nearly every aspect 

of personal and professional life. Topics include health 

and wellness, finances, family matters, and resiliency. The 

website features blogs, discussion boards, and podcasts.
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 59

military personnel have access to financial education 

information that enables them to make prudent saving and 

investing decisions for themselves and their families. This 

site offers online and on-the-ground training to support 

military personnel at key financial milestones.

VETERANS CEMETERIES

All veterans are entitled to a free burial in a national 

cemetery and a grave marker. This eligibility also applies to 

some civilians who have provided military-related service 

and some Public Health Service personnel. 

Spouses and dependent children also are entitled to a lot 

and marker when buried in a national cemetery. There are 

no charges for opening or closing the grave, for a vault or 

liner, or for setting the marker in a national cemetery. For 

more information, visit the Department of Veterans Affairs, 

National Cemetery Administration (p. 97) at www.cem.va.gov.

Consumer Sentinel 

www.ftccomplaintassistant.gov

Consumer Sentinel allows members of the military to 

enter consumer complaints directly into a database. Law 

enforcement agencies, members of the Judge Advocate 

General’s staff, and the Department of Defense can access 

the database to help protect armed services members and 

their families from consumer protection–related problems.

Commissaries and Exchanges

Consumers who shop at military commissaries and 

exchanges and who have a question or problem should 

contact the local manager before contacting the regional 

office. If your problem is not resolved at the local level, write 

or call the regional office nearest you. 

eBenefits National Resource Directory

www.nationalresourcedirectory.gov

The National Resource Directory is a partnership of the 

Departments of Defense and Veterans Affairs. This online 

directory connects service members and veterans with 

resources to benefit them and their families.

SaveandInvest.org

www.saveandinvest.org/militarycenter

Whether on base or deployed overseas, it is crucial that 

KEY INFORMATION RESOURCES

KEY INFORMATION RESOURCES

Servicemembers, many of whom are young and 

making major financial decisions for the first time, are 

appealing targets for scammers. They receive a steady 

paycheck, plus reenlistment bonuses and deployment 

pay. In addition, military families move frequently and 

do not know which sellers to avoid. Scam artists also 

know that military personnel are required to keep their 

finances in good shape and may be more likely to pay a 

fake debt, to keep their finances in good standing.

Take steps to protect yourself and your finances:

• Be wary of sellers or “investment professionals” that 

use their connection to the military to make a sale. 

See “Beware: Affinity Fraud” (p. 36).

• Protect yourself from identity theft by changing your 

mailing address when you are restationed. 

• Contact the credit reporting agencies (p. 14) to place 

an active duty alert on your accounts. This limits 

the ability of ID thieves to apply for credit while a 

servicemember is deployed.

• Know your rights. The Servicemember Civil Relief 

Act extends consumers rights to service personnel; 

there is added protection from default judgements 

as well as the ability to cancel contracts and 

leases. Visit www.dmdc.osd.mil/appj/scra for more 

information.

BEWARE: FRAUDS AGAINST SERVICEMEN

Unfortunately, the scams don’t stop after you retire 

from the military. Veterans, particularly those aged 

65 and over, are targeted with financial scams. 

Fraudulent financial advisors may offer to help 

you qualify for both your VA Aid and Attendance 

(A&A) benefits and Medicaid services, by moving 

your money into a trust. However, you could lose 

your eligibility for Medicaid services and have to pay 

back the A&A benefits if this shift does not meet 

Medicaid’s rules. Plus, this advisor could run off with 

the money that you have placed in the trust account.

If you are approached with this offer, beware of a 

financial planner that:

• Calls, mails, or comes to your door offering their 

services.

• Charges you a fee (from $100 to $1000) to help you 

apply for benefits; there is no cost for the forms or 

to apply for VA benefits.

• Urges you to transfer money to a trust, or invest in 

certain financial products, in order to qualify for 

pension benefits.

For more information on these scams read the FTC’s 

article at www.consumer.ftc.gov/articles/0349-

veterans-pensions. If you have been the victim of a 

veterans’ benefit scheme, file a complaint with your 

state’s consumer protection office (p. 102) and the 

Federal Trade Commission (p. 98).

BEWARE: PENSION POACHING
60 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

PART IV: CONSUMER ASSISTANCE DIRECTORY

 SOCAP INTERNATIONAL 

Many of the companies listed in this Handbook are members of 

the Society of Consumer Affairs Professionals International 

(SOCAP). Formed in 1973, SOCAP is composed of over 2,000 

best-in-class customer care executives and professionals 

from over 100 brand name companies throughout the U.S. 

and Canada. SOCAP is committed to promoting customer 

care and engagement as competitive advantages. However, 

SOCAP International does not investigate or accept individual 

consumer complaints. SOCAP members are identified in the 

automotive and corporate directories by the SOCAP logo (see 

Key at right). For more information, contact SOCAP (p.133).

t

 E-mail

Provided financial support for the publication 

of the Consumer Action Handbook.

SOCAP International Member

TTY Numbers for people with hearing disabilities. 

For more information see the box on page 57.

KEY:

PART IV: Consumer Assistance Directory ................60

Automotive Manufacturers..........................................61

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

Better Business Bureaus..............................................63

Corporate Consumer Contacts....................................68

Federal Agencies ..........................................................89

Commission on Civil Rights.................................................... 89

Consumer Financial Protection Bureau............................... 89

Consumer Product Safety Commission.............................. 89

Department of:

Agriculture............................................................................... 89

Commerce................................................................................ 90

Education.................................................................................. 90

Energy........................................................................................ 90

Health and Human Services..................................................91

Homeland Security................................................................. 93

Housing and Urban Development ...................................... 94

Interior....................................................................................... 95

Justice....................................................................................... 95

Labor.......................................................................................... 95

State........................................................................................... 96

Transportation......................................................................... 96

Treasury.................................................................................... 96

Veterans Affairs.......................................................................97

Environmental Protection Agency..........................................97

Equal Employment Opportunity Commission......................97

Federal Communications Commission................................ 98

Federal Deposit Insurance Corporation .............................. 98

Federal Maritime Commission ............................................... 98

Federal Reserve System........................................................... 98

Federal Trade Commission..................................................... 98

General Services Administration.......................................... 98

National Credit Union Administration.................................. 99

Office of Personnel Management.......................................... 99

Pension Benefit Guaranty Corporation................................ 99

Securities and Exchange Commission ................................ 99

Small Business Administration............................................. 99

Social Security Administration.............................................. 99

U.S. Commodity Futures Trading Commission.................. 99

U.S. Postal Service.................................................................... 99

National Consumer Organizations............................ 100

State, County, and City 

Consumer Protection Offices.................................... 102

State Banking Authorities ..........................................115

State Insurance Regulators.........................................119

State Securities Administrators ................................ 123

State Utilities Commissions ...................................... 127

Trade & Professional Associations ........................... 131

Index............................................................................ 134
 SOCAP International Member 2015 Consumer Action Handbook 61

AUTOMOTIVE MANUFACTURERS AUTOMOTIVE MANUFACTURERS

Acura

1919 Torrance Blvd.

Mail Stop 500-2N7E

Torrance, CA 90501-2746

Toll free: 1-800-382-2238

: acr@ahm.acura.com

www.acura.com

American Honda Motor 

Company, Inc. 

1919 Torrance Blvd.

Mail Stop 500-2N-7A

Torrance, CA 90501-2746

Toll free: 1-800-999-1009

www.honda.com

American Suzuki Motor 

Corporation 

PO Box 1100

Brea, CA 92822

714-572-1490 (Motorcycle/ATV/Marine)

Toll free: 1-800-934-0934 (Automotive)

www.suzuki.com

Audi of America, Inc. 

3800 Hamlin Rd.

Auburn Hills, MI 48326

Toll free: 1-800-822-2834

www.audiusa.com

BMW of North America, LLC 

300 Chestnut Ridge Rd.

Woodcliff Lake, NJ 07677-7731

Toll free: 1-800-831-1117

: customerrelations@bmwusa.com

www.bmwusa.com

Buick 

PO Box 33136

Detroit, MI 48232-5136

Toll free: 1-800-521-7300

www.buick.com

Cadillac

PO Box 33169

Detroit, MI 48232-5169

Toll free: 1-800-458-8006

www.cadillac.com

Chevrolet

PO Box 33136

Detroit, MI 48232-5136

Toll free: 1-800-222-1020

www.chevrolet.com

Chrysler Group, LLC 

PO Box 21-8004

Auburn Hills, MI 48321-8004

Toll free: 1-800-247-9753

www.chrysler.com

Dodge 

See: Chrysler Group, LLC

Toll free: 1-800-423-6343

www.dodge.com

Fiat 

See: Chrysler Group, LLC

Toll free: 1-888-242-6342

www.fiatusa.com

Ford Motor Company 

PO Box 6248

Dearborn, MI 48126

Toll free: 1-800-392-3673

TTY: 1-800-232-5952

www.ford.com

GMC 

PO Box 33172

Detroit, MI 48232-5172

Toll free: 1-800-462-8782

www.gmc.com

Harley-Davidson

3700 W. Juneau Ave.

Milwaukee, WI 53208

Toll free: 1-800-258-2464

www.harley-davidson.com

Hyundai Motor America 

PO Box 20850

Fountain Valley, CA 92728-0850

Toll free: 1-800-633-5151

: consumeraffairs@hmausa.com

www.hyundaiusa.com

Infiniti

See: Nissan North America, Inc.

Toll free: 1-800-662-6200

www.infiniti.com

Isuzu Motors America, LLC

1400 S. Douglass Rd., Suite 100

Anaheim, CA 92806

714-935-9300

Toll free: 1-800-255-6727

www.isuzu.com

Jaguar Cars 

Customer Relationship Center

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll free: 1-800-452-4827

www.jaguarusa.com

Jeep 

See: Chrysler Group, LLC

Toll free: 1-877-426-5337

www.jeep.com/en

Kawasaki Motors Corporation, USA

PO Box 25252

Santa Ana, CA 92799-5252

Toll free: 1-866-802-9381

www.kawasaki.com

Kia Motors America, Inc. 

PO Box 52410

Irvine, CA 92619-2410

Toll free: 1-800-333-4542

www.kia.com

Land Rover 

Customer Relationship Center

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll free: 1-800-637-6837

www.landroverusa.com

Lexus

PO Box 2991

Mail Drop L201

Torrance, CA 90509-2991

Toll free: 1-800-255-3987

www.lexus.com

Lincoln

See: Ford Motor Company

Toll free: 1-800-521-4140

www.lincoln.com

Contact Your Automotive Manufacturer

If you have a problem with a car you purchased from a local dealer, first try to 

work it out with the dealer. Contact the manufacturer’s regional or national 

office. Ask for the Consumer Affairs Office If the problem is not resolved. 

If you are still unsuccessful, consider contacting the automotive dispute 

resolution resources listed at the end of this section. The method used to 

resolve your dispute may be mediation, arbitration, or conciliation. Decisions 

of arbitrators are usually binding and must be accepted by both the customer 

and the business. Ask for a copy of the rules of the program before you file your 

case. See page 55 for an overview of dispute resolution programs.

A local or state consumer agency (p. 102) could also be a useful resource in 

resolving problems with your vehicle. If you have a new vehicle, be sure to ask 

whether you have any protection under a state “lemon” law (p. 11).

AUTOMOTIVE
62 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

AUTOMOTIVE MANUFACTURERS

Mazda North American Operations

PO Box 19734

Irvine, CA 92623-9734

Toll free: 1-800-222-5500

www.mazdausa.com

Mercedes-Benz USA, LLC 

Three Mercedes Dr.

Montvale, NJ 07645

Toll free: 1-800-367-6372

www.mbusa.com

Mercury

PO Box 6128

Dearborn, MI 48121

Toll free: 1-800-521-4140

www.mercuryvehicles.com

Mitsubishi Motors North 

America, Inc. 

PO Box 6400

Cypress, CA 90630-9998

Toll free: 1-888-648-7820

www.mitsubishicars.com

Nissan North America, Inc. 

PO Box 685003

Franklin, TN 37068-5003

Toll free: 1-800-647-7261

www.nissanusa.com

Oldsmobile

PO Box 33171

Detroit, MI 48232-5171

Toll free: 1-800-442-6537

: cac@oldsmobile.com

www.oldsmobile.com

Pontiac

See: GMC

Detroit, MI 48232-5172

Toll free: 1-800-762-2737

: cac@pontiac.com

www.pontiac.com

Porsche Cars North America, Inc.

Owner Relations

980 Hammond Dr., Suite 1000

Atlanta, GA 30328

Toll free: 1-800-767-7243

www.porsche.com/usa

Saturn

PO Box 33173

Detroit, MI 48232-5173

Toll free: 1-800-553-6000

: cac@saturn.com

www.saturn.com

Smart USA

See: Mercedes-Benz USA, LLC

Toll free: 1-800-762-7887

www.smartusa.com

Subaru of America, Inc. 

Subaru Plaza

PO Box 6000

Cherry Hill, NJ 08034-6000

Toll free: 1-800-782-2783

www.subaru.com

Tesla Motors

3500 Deer Creek

Palo Alto, CA 94304

650-681-5000

Toll free: 1-877-798-3752

www.teslamotors.com

Toyota Motor Sales U.S.A., Inc. 

Dept. WC 11

19001 S. Western Ave.

Torrance, CA 90501

Toll free: 1-800-331-4331

www.toyota.com

Volkswagen Group 

of America, Inc. 

3800 Hamlin Rd.

Auburn Hills, MI 48326

Toll free: 1-800-822-8987

: VWCustomerCARE@vw.com

www.vw.com

Volvo Cars of North America 

One Volvo Dr.

PO Box 914

Rockleigh, NJ 07647

Toll free: 1-800-458-1552

www.volvocars.com

Winnebago Industries, Inc.

PO Box 152

Forest City, IA 50436-0152

641-585-3535

Toll free: 1-800-537-1885

www.winnebagoind.com

Yamaha Motor Corporation

6555 Katella Ave.

Cypress, CA 90630

Toll free: 1-800-962-7926 (Customer 

Relations)

Toll free: 1-800-252-5265 (Yamaha 

Card)

www.yamaha-motor.com

Automotive Dispute Resolution 

Programs

BBB AUTO LINE

Council of Better Business Bureaus, 

Inc.

3033 Wilson Blvd., Suite 600

Arlington, VA 22201

703-276-0100

Toll free: 1-800-955-5100

www.bbb.org/us/auto-line-lemonlaw

The BBB AUTO LINE is a dispute 

resolution program for consumers 

with “lemon law” complaints. The 

program covers car warranty issues 

against participating manufacturers.

Consumer Financial Protection 

Bureau (CFPB)

PO Box 4503

Iowa City, IA 52244

Toll free: 1-855-411-2372

TTY: 1-855-729-2372

: info@consumerfinance.gov

www.consumerfinance.gov

The CFPB supervises and accepts 

complaints related to your vehicle 

loans and financing problem, or if you 

encountered problems while shopping 

for your vehicle loan.

DOT Auto Safety Hotline

1200 New Jersey Ave., SE

West Building

Washington, DC 20590

Toll free: 1-888-327-4236

TTY: 1-800-424-9153

www.nhtsa.gov/Contact

Contact the DOT Auto Safety Hotline 

to report safety defects in vehicles, 

tires, and child safety seats. 

National Center for Dispute 

Settlement (NCDS)

12900 Hall Rd., Suite 401

Sterling Heights, MI 48313

586-226-2470

: info@ncdsusa.org

www.ncdsusa.org

NCDS is a neutral administrator of 

disputes regarding auto warranties. 

NCDS facilitates the process under 

their rules, under the guidance of an 

independent arbitrator.

AUTOMOTIVE MANUFACTURERS
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 63

BETTER BUSINESS BUREAUS

Council

3033 Wilson Blvd., Suite 600

Arlington, VA 22201

703-276-0100

Alabama

Birmingham

2101 Highland Ave., Suite 410

Birmingham, AL 35205

205-558-2222

Boaz

100 Bartlett Ave.

Boaz, AL 35957

256-840-3888

Cullman

PO Box 189

Cullman, AL 35056

256-775-2917

Decatur

254 Moulton St., E

Decatur, AL 35601

256-355-2226

Dothan

1971 S. Brannon Stand Rd., Suite 3A

Dothan, AL 36305

334-794-0492

Florence

205 S. Seminary St., Suite 114

Florence, AL 35630

256-740-8224

Huntsville

210A Exchange Pl.

Huntsville, AL 35806

256-533-1640

Mobile

3 Dauphin St., Suite 2

Mobile, AL 36302

251-433-2227

Alaska

Anchorage

341 W. Tudor Rd., Suite 209

Anchorage, AK 99503

907-562-0704

Arizona

Lake Havasu

60 S. Acoma Blvd., Unit B102

Lake Havasu, AZ 86403

928-302-3701

Phoenix

4428 N. 12th St.

Phoenix, AZ 85014

602-264-1721

Prescott

213 Grove Ave.

Prescott, AZ 86301

928-772-3410

Tucson

5151 E. Broadway Blvd., Suite 100

Tucson, AZ 85711

520-888-5353

Yuma

350 W. 16th St., Suite 205

Yuma, AZ 85364

928-919-7940

Arkansas

Little Rock

12521 Kanis Rd.

Little Rock, AR 72211

501-664-7274

California

Bakersfield

1601 H St., Suite 101

Bakersfield, CA 93301

661-322-2074

Fresno

4201 W. Shaw Ave., Suite 107

Fresno, CA 93722

559-222-8111

Los Angeles

448 South Hill St., Suite 418 

Los Angeles, CA 90013

213-631-3600

Oakland

1000 Broadway, Suite 625

Oakland, CA 94607

510-844-2000

San Diego

4747 Viewridge Ave., Suite 200

San Diego, CA 92123

858-496-2131

San Jose

1112 S. Bascom Ave.

San Jose, CA 95128

408-278-7400

Santa Barbara

PO Box 129

Santa Barbara, CA 93102

805-963-8657

BETTER BUSINESS BUREAUS

Contact Your Local Better Business Bureau

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, researching unanswered consumer 

complaints or other problems; mediation and arbitration services; and 

information about charities and other organizations that are seeking public 

donations. They also provide ratings (A, B, C, D, or F) of local companies to 

express the BBB’s confidence that the company operates in a trustworthy 

manner and demonstrates a willingness to resolve customer concerns.

Complaints should be submitted in writing so that an accurate record exists of 

the dispute. The BBB will then present the complaint to the company involved. 

If the complaint is not resolved, the BBB may offer an alternative dispute 

settlement process. BBBs do not judge or rate individual products or brands, 

handle employer/employee wage disputes, or give legal advice.

If you need help with a consumer question or complaint, contact your local 

BBB or visit its website.

BBBOnLine (www.bbb.org/online) provides Internet users an easy way to 

verify the legitimacy of online businesses. Companies carrying the BBBOnLine

seal have been checked out by the BBB and agree to resolve customer 

concerns.

The Council of Better Business Bureaus, the umbrella organization for the 

BBBs, can assist with complaints about the truthfulness and accuracy of 

national advertising claims, including children’s advertising; provide reports 

on national soliciting charities; and help to settle disputes with automobile 

manufacturers through the BBB Auto Line program (p. 62).
64 

BETTER BUSINESS BUREAUS

Sacramento

3075 Beacon Blvd.

West Sacramento, CA 95691-3462

916-443-6843

Colorado

Colorado Springs

25 N. Wahsatch Ave.

Colorado Springs, CO 80903

719-636-1155

Denver

1020 Cherokee St.

Denver, CO 80204-4039

303-758-2100

Fort Collins

8020 S. County Rd. 5, Suite 100

Fort Collins, CO 80528

970-484-1348

Pueblo

131 S. Main St.

Pueblo, CO 81003

719-542-1605

Connecticut

Wallingford

94 S. Turnpike Rd.

Wallingford, CT 06492

203-269-2700

Delaware

New Castle

60 Reads Way

New Castle, DE 19720

302-221-5255

District Of Columbia

Washington

1411 K St., NW, Suite 1000

Washington, DC 20005

202-393-8000

Florida

Clearwater

2655 McCormick Dr.

Clearwater, FL 33759

727-535-5522

Jacksonville

4417 Beach Blvd., Suite 202

Jacksonville, FL 32207-4783

904-721-2288

Longwood

1600 S. Grant St.

Longwood, FL 32750

407-621-3300

 www.USA.gov

Miami

14750 N.W. 77 Ct., Suite 317

Miami Lakes, FL 33016

305-827-5363

Pensacola

912 E. Gadsden St.

Pensacola, FL 32501

850-429-0002

Stuart

101 E. Ocean Blvd., Suite 202

Stuart, FL 34994

772-223-1492

West Palm Beach

4411 Beacon Circle, Suite 4

West Palm Beach, FL 33407

561-842-1918

Georgia

Atlanta

503 Oak Pl., Suite 590

Atlanta, GA 30349

404-766-0875

Augusta

1227 Augusta West Pkwy., Suite 15

Augusta, GA 30909

706-210-7676

Columbus

PO Box 2587

Columbus, GA 31902

706-324-0712

Macon

277 Martin Luther King Jr. Blvd. 

Suite 102

Macon, GA 31201

478-742-7999

Savannah

6555 Abercorn St., Suite 120

Savannah, GA 31405-5817

912-354-7521

Hawaii

Honolulu

1132 Bishop St., Suite 615

Honolulu, HI 96813-2813

808-536-6956

Idaho

Boise

1200 N. Curtis Rd.

Boise, ID 83706

208-342-4649

Idaho Falls

420 Memorial Dr.

Idaho Falls, ID 83402

208-523-9754

Illinois

Chicago

330 N. Wabash Ave., Suite 3120

Chicago, IL 60611

312-832-0500

Peoria

112 Harrison St.

Peoria, IL 61602

309-688-5124

Rockford

401 W. State St., Suite 500

Rockford, IL 61101

815-963-2222

Indiana

Evansville

3101 N. Green River Rd., Suite 410

Evansville, IN 47715

812-473-0202

Fort Wayne

4011 Parnell Ave.

Fort Wayne, IN 46805

260-423-4433

Indianapolis

151 N. Delaware St., Suite 2020

Indianapolis, IN 46204-2599

317-488-2222

Osceola

10775 McKinley Hwy., Suite B

Osceola, IN 46561

574-675-9351

Schereville

222 Indianapolis Blvd., Suite 201-A

Schereville, IN 46375

219-227-8400

Iowa

Bettendorf

2435 Kimberly Rd., Suite 245 S

Bettendorf, IA 52722

515-243-8137

Cedar Rapids

1239 1st Ave., Suite A

Cedar Rapids, IA 52402

515-243-8137

Des Moines

505 5th Ave., Suite 950

Des Moines, IA 50309

515-243-8137

Kansas

Wichita

345 N. Riverview St., Suite 720

Wichita, KS 68137

316-263-3146
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 65

BETTER BUSINESS BUREAUS

Kentucky

Lexington

1390 Olivia Ln., Suite 100

Lexington, KY 40511

859-259-1008

Louisville

844 S. Fourth St.

Louisville, KY 40203

502-583-6546

Louisiana

Alexandria

5220-C Rue Verdun

Alexandria, LA 71303

318-473-4494

Baton Rouge

748 Main St.

Baton Rouge, LA 70802-5526

225-346-5222

Houma

801 Barrow St., Suite 400

Houma, LA 70360

985-868-3456

Lafayette

4007 W. Congress St., Suite B

Lafayette, LA 70506

337-981-3497

Lake Charles

2309 E. Prien Lake Rd.

Lake Charles, LA 70601

337-478-6253

New Orleans

3421 N. Causeway Blvd., Suite 505

Metairie, LA 70002

504-581-6222

Monroe

1900 N. 18th St., Suite 411 

Monroe, LA 71201

318-387-4600

Shreveport

2006 E. 70th St.

Shreveport, LA 71105

318-797-1330

Maryland

Baltimore

502 S. Sharp St., Suite 1200

Baltimore, MD 21201

410-347-3990

Massachusetts

Marlborough

290 Donald Lynch Blvd., Suite 102

Marlborough, MA 01752-4705

508-652-4800

Worcester

6 Park Ave., Suite 100

Worcester, MA 01605

Toll free: 1-866-566-9222

Michigan

Detroit

26777 Central Park Blvd., Suite 100

Southfield, MI 48076-4163

248-223-9400

Grand Rapids

2627 E. Beltline Ave., SE, Suite 320

Grand Rapids, MI 49546

616-774-8236

Minnesota

Minneapolis/St. Paul

220 S. River Ridge Circle 

Burnsville, MN 55337

651-699-1111

Mississippi

Jackson

505 Avalon Way, Suite B

Brandon, MS 39047

601-398-1700

Missouri

Columbia

3610 Buttonwood Dr., Suite 200

Columbia, MO 65201

573-886-8965

Kansas City

8080 Ward Pkwy., Suite 401

Kansas City, MO 64114

816-421-7800

Springfield

2754 S. Campbell Ave.

Springfield, MO 65802

417-862-4222

St. Louis

211 N. Broadway, Suite 2060

St. Louis, MO 63102

314-645-3300

Nebraska

Lincoln

300 N. 44th St., Suite 100

Lincoln, NE 68503

402-436-2345

Omaha

11811 P St.

Omaha, NE 68137

402-391-7612

Nevada

Las Vegas

6040 S. Jones Blvd.

Las Vegas, NV 89118

702-320-4500

Reno

4834 Sparks Blvd., Suite 102

Sparks, NV 89436

775-322-0657

New Hampshire

Concord

48 Pleasant St.

Concord, NH 03301

603-224-1991

New Jersey

Hamilton

1262 Whitehorse Hamilton Square Rd. 

Bldg. A, Suite 202

Hamilton, NJ 08690-3596

609-588-0808

New Mexico

Albuquerque

7007 Jefferson St., NE, Suite A

Albuquerque, NM 87109

505-346-0110

Farmington

308 N. Locke Ave.

Farmington, NM 87401

505-326-6501

New York

Amherst

100 Bryant Woods South

Amherst, NY 14228

716-881-5222

Farmingdale/Long Island

399 Conklin St., Suite 300

Farmingdale, NY 11735

516-420-0500

New York

30 E. 33rd St., 12th Floor

New York, NY 10016

212-533-6200

Tarrytown

150 White Plains Rd., Suite 107

Tarrytown, NY 10591

914-333-0550

BETTER BUSINESS BUREAUS
66 

BETTER BUSINESS BUREAUS

 www.USA.gov

North Carolina

Asheville

112 Executive Park

Asheville, NC 28801

828-253-2392

Charlotte

13860 Ballantyne Corporate Place

Suite 225

Charlotte, NC 28277

704-927-8611

Greensboro

529 College Rd., Suite G

Greensboro, NC 27410

336-852-4240

Raleigh

5540 Munford Rd., Suite 130

Raleigh, NC 27612-2655

919-277-4222

Winston-Salem

119 Brookstown Ave., Suite 304

Winston-Salem, NC 27101

336-725-8348

Ohio

Akron

222 W. Market St.

Akron, OH 44303

330-253-4590

Canton

1434 Cleveland Ave., NW

Canton, OH 44703

330-454-9401

Cincinnati

7 W. 7th St., Suite 1600

Cincinnati, OH 45202

513-421-3015

Cleveland

2800 Euclid Ave., 4th Floor

Cleveland, OH 44115

216-241-7678

Columbus

1169 Dublin Rd.

Columbus, OH 43215-1005

614-486-6336

Dayton

15 W. Fourth St., Suite 300

Dayton, OH 45402

937-222-5825

Lima

219 N. McDonel St.

Lima, OH 43617

419-223-7010

Toledo

Integrity Place

7668 King’s Pointe Rd.

Toledo, OH 43617

419-531-3116

Youngstown

201 E. Commerce St.

Youngstown, OH 44503

330-744-3111

Oklahoma

Oklahoma City

17 S. Dewey St.

Oklahoma City, OK 73102-2400

405-239-6081

Tulsa

1722 S. Carson Ave., Suite 3200

Tulsa, OK 74119

918-492-1266

Oregon

Lake Oswego

4004 S.W. Kruse Way Pl., Suite 375

Lake Oswego, OR 97035

503-212-3022

Pennsylvania

Bethlehem

50 W. North St.

Bethlehem, PA 18018

610-866-8780

Erie

1001 State St. 

Erie, PA 16501

Toll free: 1-877-267-5222

Harrisburg

1337 N. Front St.

Harrisburg, PA 17102

717-364-3250

Philadelphia

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

215-985-9313

Pittsburgh

400 Holiday Dr., Suite 220

Pittsburgh, PA 15220

Toll free: 1-877-267-5222

Scranton/Wilkes Barre

1054 Oak St.

Scranton, PA 18508

570-342-5100

South Carolina

Columbia

2442 Devine St.

Columbia, SC 29205

803-254-2525

Conway

1121 3rd Ave.

Conway, SC 29526

843-488-2227

Greenville

408 N. Church St., Suite C

Greenville, SC 29601

864-242-5052

South Dakota

Sioux Falls

300 N. Phillips Ave., Suite 202

Sioux Falls, SD 57104

605-271-2066

Tennessee

Chattanooga

508 N. Market St.

Chattanooga, TN 37405

423-266-6144

Clarksville

214 Main St.

Clarksville, TN 37040

931-503-2222

Columbia

502 N. Garden St., Suite 201

Columbia, TN 38401

931-388-9222

Cookeville

18 N. Jefferson St.

Cookeville, TN 38501

931-520-0000

Franklin

367 Riverside Dr., Suite 110

Franklin, TN 37064

615-250-7431

Knoxville

255 N. Peters Rd., Suite 102

Knoxville, TN 37923

865-692-1600

Memphis

3693 Tyndale Dr.

Memphis, TN 38125

901-759-1300

Murfreesboro

530 Uptown Square

Murfreesboro, TN 37129

615-242-4222
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 67

BETTER BUSINESS BUREAUS

Nashville

201 4th Ave. N., Suite 100

Nashville, TN 37219

615-242-4222

Texas

Abilene

3300 S. 14th St., Suite 307

Abilene, TX 79605-5052

325-691-1533

Amarillo

600 S. Tyler St., Suite 1300

Amarillo, TX 79101

806-379-6222

Austin

1005 La Posada Dr.

Austin, TX 78752

512-445-2911

Beaumont

550 Fannin St., Suite 100

Beaumont, TX 77701

409-835-5348

College Station

418 Tarrow St.

College Station, TX 77840-1822

979-260-2222

Corpus Christi

719 S. Shoreline, Suite 304

Corpus Christi, TX 78401

361-852-4949

Dallas

1601 Elm St., Suite 3838

Dallas, TX 75201

214-220-2000

El Paso

550 E. Paisano

El Paso, TX 79901

915-577-0191

Fort Worth

1300 Summit Ave., Suite 700

Fort Worth, TX 76102

Toll free: 1-800-621-8566

Houston

1333 W. Loop South, Suite 1200

Houston, TX 77027

713-868-9500

Longview

102 Commander Dr., Suite 7

Longview, TX 75605

903-758-3222

Lubbock

3333 66th St.

Lubbock, TX 79413

806-763-0459

Midland

306 W. Wall St., Suite 1350

Midland, TX 79701

432-563-1880

San Angelo

3134 Executive Dr., Suite A

San Angelo, TX 76904

325-949-2989

San Antonio

425 Soledad St., Suite 500

San Antonio, TX 78205

210-828-9441

Tyler

3600 Old Bullard Rd.

Building 1, Suite 101

Tyler, TX 75701

903-581-5704

Waco

200 W. Hwy 6, Suite 225

Waco, TX 76712

254-755-7772

Weslaco

502 E. Expressway 83, Suite C

Weslaco, TX 78596

956-968-3678

Wichita Falls

2107 Kemp Blvd.

Wichita Falls, TX 76309

940-691-1172

Utah

Salt Lake City

5673 S. Redwood Rd., Suite 22

Salt Lake City, UT 84123

801-892-6009

Virginia

Norfolk

586 Virginian Dr.

Norfolk, VA 23505

757-531-1300

Richmond

720 Moorefield Park Dr., Suite 300

Richmond, VA 23236

804-648-0016

Roanoke

5115 Bernard Dr., Suite 202

Roanoke, VA 24018

540-342-3455

Washington

Seattle

1000 Station Dr., Suite 222

DuPont, WA 98327

206-431-2222

Spokane

152 S. Jefferson, Suite 200

Spokane, WA 99201

509-455-4200

West Virginia

Charleston

1018 Kanawha Blvd. E., Suite 301

Charleston, WV 25301

304-345-7502

Wisconsin

Appleton

1047 N. Lynndale Dr. 

Appleton, WI 54914

920-734-4352

Madison

2702 International Ln. 

Madison, WI 53704

608-268-2221

Milwaukee

10019 W. Greeenfield Ave.

Milwaukee, WI 53214

414-847-6000

BETTER BUSINESS BUREAUS
68 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook.

CORPORATE CONSUMER CONTACTS

A

AAMCO Transmissions, Inc.

Consumer Affairs

201 Gibraltar Rd.

Horsham, PA 19044

Toll free: 1-800-523-0401

www.aamco.com

Abbott Nutrition Products Division 

Public Affairs, Dept. 383

100 Abbott Park Rd.

Abbott Park, IL 60064-6048

Toll free: 1-800-227-5767

www.abbottnutrition.com

Abercrombie & Fitch 

Customer Service

200 Abercrombie Way

New Albany, OH 43054

614-219-3026

Toll free: 1-866-681-3115

: abercrombie@abercrombie.com

www.abercrombie.com

Acer America

Customer Service

333 W. San Carlos St., Suite 1500

San Jose, CA 95110

408-533-7700

www.acer.com

Adidas America, Inc.

Customer Service

5055 N. Greeley Ave.

Portland, OR 97217

Toll free: 1-800-448-1796

Toll free: 1-800-982-9337 (Online)

: customerservice@us.adidas.com

www.adidas.com

Adobe Systems, Inc.

345 Park Ave.

San Jose, CA 95110-2704

408-536-6000

Toll free: 1-800-833-6687 (Customer 

Support))

www.adobe.com

Aetna, Inc.

151 Farmington Ave.

Hartford, CT 06156

Toll free: 1-800-872-3862

www.aetna.com

Aflac

1932 Wynnton Rd.

Columbus, GA 31999

Toll free: 1-800-992-3522

www.aflac.com

AirTran Airways, Inc.

See: Southwest Airlines

214-932-0333

Toll free: 1-800-435-9792

TTY: 1-800-533-1305

www.airtran.com

Alamo Rent A Car

Customer Care

600 Corporate Park Dr.

Saint Louis, MO 63105

Toll free: 1-888-233-8749 

TTY: 1-800-522-9292

www.alamo.com

Alaska Airlines

Customer Care

PO Box 24948-SEAGT

Seattle, WA 98124-0948

Toll free: 1-800-654-5669

Toll free: 1-877-815-8253 (Baggage)

www.alaskaair.com

Albertsons, LLC

Customer Service

157 S. Howard St.

Spokane, WA 99201

Toll free: 1-877-932-7948

: albertsonscustomercare@

albertsons.com

www.albertsons.com

Alcon Laboratories, Inc. 

Customer Service

6201 South Freeway

Fort Worth, TX 76134-2001

Toll free: 1-800-862-5266

www.alcon.com

Allergan, Inc.

Customer Service

PO Box 19534

Irvine, CA 92623

714-246-4500

Toll free: 1-800-433-8871

www.allergan.com

Allied Van Lines, Inc.

Customer Service

One Parkview Plaza

Oakbrook Terrace, IL 60181

Toll free: 1-800-470-2851 

: custsvc@alliedvan.com

www.allied.com

Allstate Insurance Company

PO Box 12055

1819 Electric Rd., SW

Roanoke, VA 24018

Toll free: 1-800-255-7828 

TTY: 1-800-877-8973

www.allstate.com

Contact Corporate Consumer Affairs Departments

The following directory lists the addresses and phone numbers for hundreds 

of corporations. Many companies have a consumer affairs department that 

handles consumer questions and concerns. Consumer affairs offices are 

set up within companies because they want to hear from you. If you do not 

find the company you are looking for, try checking your public libraries for the 

following resources:

• The Standard & Poor’s Register of Corporations, Directors and Executives 

• Trade Names Directory

• Standard Directory of Advertisers

• Dun & Bradstreet Directory 

Check the product label and other documents given to you at the time of your 

purchase to identify the name of a company that manufactures a specific 

product. ThomasNet, an online database of manufacturers, might also be 

helpful.

If you have a complaint about an item or service, it is usually best to go 

back to the seller BEFORE you contact the companies in this directory. 

Follow up with a letter, phone call, or email message to the consumer affairs 

department of the company to let it know about your complaint, and whether 

the seller was able to resolve your problem. You may express your complaint 

on a company’s social media profile to get quick attention to your problem.
 SOCAP International Member 2015 Consumer Action Handbook

CORPORATE CONSUMER CONTACTS

69

Amana Appliances

Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll free: 1-866-616-2664

www.amana.com

Amazon.com, Inc.

Customer Service

PO Box 81226

Seattle, WA 98108-1226

Toll free: 1-866-216-1072

www.amazon.com

AMC Entertainment, Inc.

PO Box 725489

Atlanta, GA 31139-9923

www.amctheatres.com

American Airlines, Inc.

Customer Relations

PO Box 619612 

Mail Drop 2400

Dallas/Fort Worth Airport, TX 75261-

9612

817-967-2000

Toll free: 1-800-535-5225 (Baggage)

www.aa.com

American Eagle Outfitters

Customer Service

77 Hot Metal St.

Pittsburgh, PA 15203

Toll free: 1-888-232-4535

www.ae.com

American Express Company 

Customer Service

PO Box 981540

El Paso, TX 79998-1540

Toll free: 1-800-528-4800

Toll free: 1-877-297-4438 (Gift Cards)

TTY: 1-800-221-9950

www.americanexpress.com

Amtrak

Customer Relations

60 Massachusetts Ave., NE

Washington, DC 20002

Toll free: 1-800-872-7245

TTY: 1-800-523-6590

www.amtrak.com

Andersen Windows, Inc. 

Customer Service

100 4th Ave., N

Bayport, MN 55003-1096

Toll free: 1-888-888-7020 

www.andersenwindows.com

Angie’s List

1030 E. Washington St.

Indianapolis, IN 46202

Toll free: 1-888-944-5478

www.angieslist.com

Anheuser-Busch, Inc. 

One Busch Pl.

St. Louis, MO 63118

Toll free: 1-800-342-5283

www.anheuser-busch.com

Anthem Blue Cross and Blue Shield

www.anthem.com

Anytime Fitness, LLC

Customer Service

12181 Margo Ave., S

Hastings, MN 55033

651-438-5000

www.anytimefitness.com

Apple Computer, Inc.

One Infinite Loop

Cupertino, CA 95014

Toll free: 1-800-275-2273 (iPod, iPad, and 

Mac Technical Support)

Toll free: 1-800-694-7466 (iPhone 

Technical Support)

TTY: 1-877-204-3930

www.apple.com

Applebee’s

8140 Ward Pkwy.

Kansas City, MO 64114

Toll free: 1-888-592-7753

www.applebees.com

Arby’s Restaurant Group, Inc.

1155 Perimeter Center W, 12th Floor

Atlanta, GA 30338

678-514-4100

: customerservice@arbys.com

www.arbys.com

Ariens Company 

Customer Support

655 W. Ryan St.

Brillion, WI 54110-1098

920-756-4688

www.ariens.com

Ashley Furniture Industries, Inc. 

Consumer Affairs

One Ashley Way

Arcadia, WI 54612

www.ashleyfurniture.com

Associated Bank 

We Care Dept.

1305 Main St., Mail Stop 7722

Stevens Point, WI 54481

Toll free: 1-800-236-8866

: wecare@associatedbank.com

www.associatedbank.com

Asus Computer International 

800 Corporate Way

Fremont, CA 94539

510-739-3777

Toll free: 1-888-678-3688

www.asus.com

Atlas World Group, Inc.

Customer Service

1212 Saint George Rd.

Evansville, IN 47711-2364

Toll free: 1-800-638-9797

www.atlasvanlines.com

AT&T, Inc.

Customer Service

208 S. Acard St.

Dallas, TX 75202

210-821-4105

Toll free: 1-800-331-0500 (Wireless 

Customer Service)

Toll free: 1-855-288-2727 (Home 

Security)

www.att.com

Avis Rent A Car System, LLC

Customer Service

PO Box 699000

Tulsa, OK 74169-9000 

Toll free: 1-800-352-7900

TTY: 1-800-331-2323

: custserv@avis.com

www.avis.com

Avon Products, Inc.

Customer Service

777 Third Ave.

New York, NY 10017

212-282-7000

Toll free: 1-800-367-2866 

: dearavon@avon.com

www.avon.com

B

Bacardi USA, Inc. 

Consumer Affairs

2701 S. Le Jeune Rd.

Coral Gables, FL 33134

Toll free: 1-800-222-2734

www.bacardi.com

Bally Total Fitness Corporation

Member Services

PO Box 96241

Washington, DC 20090-6241

Toll free: 1-866-402-2559 

www.ballyfitness.com

Banana Republic

Customer Service

5900 N. Meadows Dr.

Grove City, OH 43123

Toll free: 1-888-277-8953

TTY: 1-888-906-1345

: custserv@bananarepublic.com

www.bananarepublic.com

CORPORATE CONSUMER CONTACTS
70 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Bank of America Corporation

PO Box 25118

Tampa, FL 33622-5118

Toll free: 1-800-432-1000

TTY: 1-800-288-4408

www.bankofamerica.com

Barnes & Noble

PO Box 111

Lyndhurst, NJ 07071

Toll free: 1-800-962-6177

: customerservice@bn.com

www.bn.com

Baskin-Robbins

Customer Service

Dunkin Brands, Inc.

130 Royall St.

Canton, MA 02021

Toll free: 1-800-859-5339

www.baskinrobbins.com

Bassett Baby Furniture

3525 Fairystone Park Hwy.

PO Box 626

Bassett, VA 24055

Toll free: 1-877-525-7070 (Furniture) 

Toll free: 1-800-308-7485 (Baby 

Furniture)

Toll free: 1-800-697-3259 (Mattresses)

www.bassettfurniture.com

Bausch & Lomb 

1400 N. Goodman St.

Rochester, NY 14609

Toll free: 1-800-553-5340

www.bausch.com

Bayer Consumer Care Products 

Consumer Relations

100 Bayer Blvd.

Whippany, NJ 07981-0915

Toll free: (phone numbers appear on 

all labels)

www.bayercare.com

BB&T

CEO Line

PO Box 632

Whiteville, NC 28472

Toll free: 1-888-628-3926

TTY: 1-888-833-4228

: ceoline@bbandt.com

www.bbt.com

Bed Bath and Beyond

Customer Service

650 Liberty Ave.

Union, NJ 07083

Toll free: 1-800-462-3966

: customer.service@bedbath.com

www.bedbathandbeyond.com

Beech-Nut Nutrition Corporation 

Consumer Affairs

One Nutritious Pl.

Amsterdam, NY 12010

Toll free: 1-800-233-2468

www.beechnut.com

Beiersdorf, Inc. 

Consumer Relations

45 Danbury Rd.

Wilton, CT 06897

Toll free: 1-800-227-4703

www.beiersdorfusa.com

Bellisio Foods, Inc. 

Consumer Affairs

PO Box 16630

Duluth, MN 55816

Toll free: 1-800-446-5469

: info@bellisiofoods.com

www.bellisiofoods.com

Ben & Jerry’s Homemade, Inc. 

Consumer Services

30 Community Dr.

South Burlington, VT 05403-6828

802-846-1500

www.benjerry.com

Best Buy Company, Inc. 

Customer Care

7601 Penn Ave., S

Richfield, MN 55423-3645

Toll free: 1-888-237-8289

: onlinestore@bestbuy.com

www.bestbuy.com

Best Western International, Inc.

Customer Care

PO Box 10203

Phoenix, AZ 85064

Toll free: 1-800-528-1238 

TTY: 1-800-528-2222

: customercare@bestwestern.com

www.bestwestern.com

BIC Corporation 

Consumer Affairs

One BIC Way, Suite 1

Shelton, CT 06484-6299

Toll free: 1-800-546-1111

www.bicworld.com

Big Lot Stores, Inc.

Customer Service

300 Phillipi Rd.

Columbus, OH 43228-5311

Toll free: 1-800-877-1253

: talk2us@biglots.com

www.biglots.com

Birds Eye Foods, Inc. 

Pinnacle Consumer Relations

PO Box 971

Miami, FL 33152

Toll free: 1-800-432-3102

www.birdseye.com

Bissell Homecare, Inc. 

Customer Service

PO Box 3606

Grand Rapids, MI 49501

Toll free: 1-800-237-7691

www.bissell.com

BJ’s Wholesale Club, Inc.

Member Care

25 Research Dr.

Westborough, MA 01581

Toll free: 1-800-257-2582

Toll free: 1-866-425-7932 (Online 

Inquiries)

www.bjs.com

Bloomingdales, Inc.

Customer Service

9111 Duke Blvd.

Mason, OH 45040

Toll free: 1-800-777-0000

www.bloomingdales.com

Bob Evans Farms, Inc. 

Consumer Relations

8111 Smith’s Mill Rd.

New Albany, OH 43054

Toll free: 1-800-939-2338

www.bobevans.com

The Breathe Right Company

Toll free: 1-800-858-6673

www.breatheright.com

Bridgestone Americas, Inc. 

535 Marriott Dr.

PO Box 140990

Nashville, TN 37214-0990

615-937-1000

www.bridgestone-firestone.com

Brinker International

6820 LBJ Freeway

Dallas, TX 75240

972-980-9917

www.brinker.com

Brio Tuscan Grill

Guest Feedback

777 Goodale Blvd.

Suite 100

Columbus, OH 43212

Toll free: 1-888-452-7286

www.brioitalian.com
 SOCAP International Member 2015 Consumer Action Handbook 71

CORPORATE CONSUMER CONTACTS

Bristol-Myers Squibb Company 

Customer Relations

345 Park Ave.

New York, NY 10154

Toll free: 1-800-332-2056

www.bms.com

British Airways

Customer Relations

PO Box 300686

Jamaica, NY 11430-0686

Toll free: 1-800-247-9297

Toll free: 1-800-828-8144 (Baggage 

Claims)

Toll free: 1-800-403-0882 (Online)

TTY: 1-866-393-0961 

www.britishairways.com

Brookstone

Customer Care Center

1655 Bassford Dr.

Mexico, MO 65265

Toll free: 1-800-846-3000

: customercare@brookstone.com

www.brookstone.com

Brown-Forman Beverages 

Worldwide

Consumer Support

850 Dixie Highway

Louisville, KY 40210

Toll free: 1-800-753-4567

: Brown-Forman@b-f.com

www.brown-forman.com

Brown Shoe Company, Inc.

Consumer Care

8300 Maryland Ave.

St. Louis, MO 63105

Toll free: 1-800-766-6465

www.brownshoe.com

Budget Rent A Car System, Inc.

Customer Service

PO Box 699000

Tulsa, OK 74169-9000

Toll free: 1-800-214-6094

TTY: 1-800-826-5510

: budgetcustomerservice@

budgetgroup.com

www.budget.com

Burger King Corporation

Guest Relations 

5505 Blue Lagoon Dr.

Miami, FL 33126

Toll free: 1-866-394-2493

www.bk.com

Burlington Coat Factory

Customer Relations 

1830 Route 130 N

Burlington, NJ 08016

Toll free: 1-855-355-2875

www.burlingtoncoatfactory.com

Bush Brothers Company 

Consumer Relations

PO Box 52330

Knoxville, TN 37950-2330

Toll free: 1-800-590-3797

www.bushbeans.com

C

Campbell Soup Company 

Consumer Affairs

One Campbell Place

Camden, NJ 08103-1701

Toll free: 1-800-257-8443

www.campbellsoup.com

Canon USA, Inc.

One Canon Park

Melville, NY 11747

Toll free: 1-800-652-2666

TTY: 1-866-251-3752

www.usa.canon.com

Capital One 

General Correspondence

PO Box 30285

Salt Lake City, UT 84130-0285

1-800-227-4825

TTY: 1-800-206-7986

www.capitalone.com

Carfax, Inc.

Consumer Affairs

5860 Trinity Pkwy., Suite 600

Centerville, VA 20120

www.carfax.com/help

Carnival Cruise Lines 

Guest Relations

3655 N.W. 87th Ave.

Miami, FL 33178-2428

Toll free: 1-888-227-6482

Toll free: 1-800-929-6400 (Baggage)

: guestcare@carnival.com

www.carnival.com

Carrier Air Conditioning Company

Customer Relations

PO Box 4808, Carrier Pkwy.

Syracuse, NY 13221-4808

Toll free: 1-800-227-7437

www.residential.carrier.com

Casio, Inc.

570 Mt. Pleasant Ave.

Dover, NJ 07801

973-361-5400

Toll free: 1-800-706-2534 (Repairs)

Toll free: 1-800-435-7732 (Technical 

Support)

www.casio.com

Chattem, Inc. 

Consumer Affairs

PO Box 2219

Chattanooga, TN 37409-0219

Toll free: 1-888-442-4464

www.chattem.com

Check ‘n Go

7755 Montgomery Rd., Suite 400

Cincinnati, OH 45236

Toll free: 1-800-561-2274

: customerservice@checkngo.com

www.checkngo.com

The Cheesecake Factory

26901 Malibu Hills Rd.

Calabasas Hills, CA 91301

818-871-3000

www.thecheesecakefactory.com

Chick-fil-A, Inc.

Customer Feedback

PO Box 725489

Atlanta, GA 31139-9923

Toll free: 1-866-232-2040 

www.chick-fil-a.com

Children’s Place

Customer Service

500 Plaza Dr.

Secaucus, NJ 07094

Toll free: 1-877-752-2387

www.childrensplace.com

Chili’s 

See: Brinker International

Toll free: 1-800-983-4637 (Guest 

Relations)

www.chilis.com

Chipotle Mexican Grill, Inc.

1401 Wynkoop St., Suite 500

Denver, CO 80202

303-595-4000

: customerservice@chipotle.com

www.chipotle.com

Choice Hotels 

Guest Relations

6811 E. Mayo Blvd., Suite 100

Phoenix, AZ 85054

Toll free: 1-800-300-8800

www.choicehotels.com

Church & Dwight Company, Inc. 

Consumer and Professional Relations

Princeton South Corporate Center

500 Charles Ewing Blvd.

Ewing, NJ 08628

Toll free: 1-800-833-9532

www.churchdwight.com

CORPORATE CONSUMER CONTACTS
72 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Citibank, Inc. 

Client Services

100 Citibank Dr.

San Antonio, TX 78245-9004

Toll free: 1-800-374-9700 (Banking)

Toll free: 1-800-950-5114 (Credit cards)

TTY: 1-800-788-0002 (Banking)

TTY: 1-800-325-2865 (Credit cards)

www.citibank.com

The Clorox Company 

Consumer Services

Mail Stop 2334

1221 Broadway

Oakland, CA 94612-1888

Toll free: (Phone numbers appear on all 

labels)

www.thecloroxcompany.com

The Coca-Cola Company 

Industry and Consumer Affairs

PO Box 1734

Atlanta, GA 30301

Toll free: 1-800-438-2653

www.thecocacolacompany.com

The Colgate-Palmolive 

Company t

Consumer Affairs

300 Park Ave.

New York, NY 10022

212-310-2000

Toll free: 1-800-468-6502

www.colgate.com

Colonial Penn Life Insurance

Customer Services

399 Market St.

Philadelphia, PA 19181-2150

Toll free: 1-800-523-9100 

www.colonialpenn.com

Combe, Inc. 

Consumer Resources 

1101 Westchester Ave.

White Plains, NY 10604

Toll free: 1-800-431-2610 

www.combe.com

Comcast Corporation

One Comcast Center

1701 JFK Blvd.

Philadelphia, PA 19103

Toll free: 1-800-266-2278

Toll free: 1-800-934-6489 (Xfinity)

www.comcast.com

ConAgra Foods 

Consumer Affairs

One ConAgra Dr.

Omaha, NE 68102

Toll free: 1-877-266-2472

: consumeraffairs@conagrafoods.

com

www.conagrafoods.com

Conair Cuisinart Corporation

Consumer Affairs

150 Milford Rd.

East Windsor, NJ 08520

Toll free: 1-800-326-6247 (Personal Care)

Toll free: 1-800-334-4031 (Oral Care)

: feedback@conair.com

www.conair.com

Costco Wholesale Corporation

Member Service

PO Box 34331

Seattle, WA 98124

Toll free: 1-800-774-2678

Toll free: 1-800-955-2292 (Online 

Members)

: customerservice@costco.com

www.costco.com

Coty Inc. 

Consumer Affairs

500 American Rd.

Morris Plains, NJ 07950

Toll free: 1-800-715-4023

Toll free: 1-800-953-5080 (Sally Hansen 

and N.Y.C. New York Color)

www.coty.com

Cox Communications

1400 Lake Hearn Dr., NE

Atlanta, GA 30319

Toll free: 1-888-566-7751

: coxcorp.customerrelations@cox.

com

www.cox.com

Cracker Barrel Old Country Store 

PO Box 787

Lebanon, TN 37088-0787

Toll free: 1-800-333-9566

www.crackerbarrel.com

Crate and Barrel

Customer Service

1860 W. Jefferson Ave.

Naperville, IL 60540

Toll free: 1-800-967-6696

: customer_service@crateandbarrel.

com

www.crateandbarrel.com

Crayola, LLC 

Consumer Affairs

PO Box 431

Easton, PA 18044-0431

Toll free: 1-800-272-9652

www.crayola.com

Cricket Wireless

575 Morosgo Dr., NE

Alpharetta, GA 30324

Toll free: 1-855-924-6246 (Corporate)

Toll free: 1-800-274-2538 (Support)

www.mycricket.com

Crowne Plaza

See: InterContinental Hotels Group PLC

www.crowneplaza.com

Crunch Fitness

3595 Mt. Diablo Blvd., Suite 300

Lafayette, CA 94549

925-297-6360

: info@nev.com

www.crunch.com

Curves International

100 Ritchie Rd.

Woodway, TX 76712

Toll free: 1-877-673-3144

: membercomments@curves.com

www.curves.com

CVS Corporation

Customer Relations

One CVS Dr.

Woonsocket, RI 02895

401-765-1500

Toll free: 1-800-746-7287 (In-Store)

Toll free: 1-888-607-4287 (Online)

www.cvs.com

D

Dairy Queen Corporation 

Customer Relations

7505 Metro Blvd.

Minneapolis, MN 55439-0286

952-830-0200

Toll free: 1-866-793-7582

www.dairyqueen.com

The Dannon Company, Inc. 

Consumer Response Center

PO Box 90296

Allentown, PA 18109-0296

Toll free: 1-877-326-6668

www.dannon.com

Darden Restaurants 

Guest Relations

PO Box 695011

Orlando, FL 32869-5011

407-245-4000

www.darden.com

Days Inn Worldwide, Inc.

Customer Service

PO Box 4090

Aberdeen, SD 57401

Toll free: 1-800-441-1618

www.daysinn.com

Dean Foods 

PO Box 961447

El Paso, TX 79996

Toll free: 1-800-395-7004

: DeanFoods@CaSupport.com

www.deanfoods.com
 SOCAP International Member 2015 Consumer Action Handbook 73

CORPORATE CONSUMER CONTACTS

Dell, Inc.

Customer Service

One Dell Way

Round Rock, TX 78682

Toll free: 1-866-795-5597 (Customer 

Service)

Toll free: 1-800-624-9897 (Orders)

TTY: 1-877-335-5889

www.dell.com

Del Monte Foods, Inc. 

Consumer Affairs

890 Mountain Ave, Suite 105

New Providence, NJ 07974

Toll free: 1-800-543-3090

www.delmonte.com

Delta Air Lines, Inc. 

Customer Care

PO Box 20980

Department 980

Atlanta, GA 30320-2980

404-209-3434 (Disability Assistance)

Toll free: 1-800-455-2720

www.delta.com

Delta Faucets Company

55 E. 111th St.

Indianapolis, IN 46280

Toll free: 1-800-345-3358

: customerservice@deltafaucet.com

www.deltafaucet.com

Denny’s Corporation

Call Center

203 E. Main St. P-7-3

Spartanburg, SC 29319

Toll free: 1-800-733-6697 

www.dennys.com

Destination XL Group, Inc.

Customer Service

555 Turnpike St.

Canton, MA 02021

Toll free: 1-800-746-7395

www.destinationxl.com

Diageo North America, Inc. 

Consumer Care

24460 W. 143 St.

Plainfield, IL 60544

www.diageo.com

Diamond Foods, Inc. 

Consumer Affairs

1050 S. Diamond St.

Stockton, CA 95205

209-467-6000

www.diamondfoods.com

Dick’s Sporting Goods

345 Court St.

Coraopolis, PA 15108

Toll free: 1-877-846-9997

www.dickssportinggoods.com

Dillard’s, Inc.

Customer Service 

PO Box 486

Little Rock, AR 72203

501-376-5200

Toll free: 1-800-345-5273

TTY: 1-800-444-1732

: questions@dillards.com

www.dillards.com

Diners Club International

Client Services

PO Box 6101

Carol Stream, IL 60197-6101

Toll free: 1-800-234-6377

www.dinersclubus.com

DIRECTV Enterprises, Inc.

PO Box 6550

Greenwood Village, CO 80155-6550

Toll free: 1-800-531-5000

TTY: 1-800-779-4388

www.DIRECTV.com

Discover Financial Services, Inc.

Customer Service

PO Box 30943

Salt Lake City, UT 84130-0943

801-902-3100

Toll free: 1-800-347-2683

TTY: 1-800-347-7449

www.discoverfinancial.com

Dish Network, LLC

9601 S. Meridian Blvd.

Englewood, CO 80112

Toll free: 1-855-318-0572

: tech@dish.com

www.dishnetwork.com

Dole Food Company, Inc. 

Consumer Center

PO Box 5700

Thousand Oaks, CA 91359-5700

Toll free: 1-800-356-3111

www.dole.com

Dollar Rent A Car, Inc.

Customer Service 2W2

PO Box 33167

Tulsa, OK 74153-1167

Toll free: 1-800-800-5252 

: internethelpdesk@dollar.com (for 

speech and hearing impaired)

www.dollar.com

Domino’s Pizza, Inc. 

Customer Service

30 Frank Lloyd Wright Dr.

PO Box 997

Ann Arbor, MI 48106

734-930-3030

www.dominos.com

Doubletree

See: Hilton Hospitality, Inc.

Toll free: 1-800-222-8733

TTY: 1-800-368-1133

www.doubletree.com

Dr. Pepper/Snapple Group, Inc. 

Consumer Relations

PO Box 869077

Plano, TX 75086-9077

972-673-7000

Toll free: 1-800-696-5891 

www.drpeppersnapplegroup.com

Dunkin Donuts

Consumer Care

130 Royall St.

Canton, MA 02021

Toll free: 1-800-859-5339

www.dunkindonuts.com

Dyson, Inc.

600 W. Chicago Ave., Suite 275

Chicago, IL 60654

Toll free: 1-844-679-1647

: questions@dyson.com

www.dyson.com

E

E*Trade Securities, LLC

PO Box 484

Jersey City, NJ 07303-0484

Toll free: 1-800-387-2331

www.etrade.com

eBay, Inc. 

2065 Hamilton Ave.

San Jose, CA 95125

Toll free: 1-800-322-9266

www.eBay.com

Eddie Bauer, Inc.

Customer Service

PO Box 7001

Groveport, OH 43125

Toll free: 1-800-426-8020

TTY: 1-800-462-6757

: CustomerCare@csc.eddiebauer.

com

www.eddiebauer.com

E. & J. Gallo Winery 

Consumer Relations

1541 Cummins Dr.

Modesto, CA 95358

Toll free: 1-877-687-9463

www.gallo.com

The Electrolux Group

Kitchen and Laundry Consumer 

Assistance Center

PO Box 212237

Augusta, GA 30907

Toll free: 1-877-435-3287 

CORPORATE CONSUMER CONTACTS
74 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Vacuums and Cleaners

PO Box 3900 

Peoria, IL 61612

Toll free: 1-800-896-9756

www.electrolux.com

Eli Lilly Company 

Consumer Communications

Lilly Corporate Center

Indianapolis, IN 46285

317-276-2000

Toll free: 1-800-545-5979

www.lilly.com

Elizabeth Arden, Inc. 

Consumer Affairs

309 South St.

New Providence, NJ 07974

Toll free: 1-800-326-7337

: consumer@elizabetharden.com

www.elizabetharden.com

Embassy Suites

Hilton Hospitality, Inc.

Toll free: 1-800-362-2779

www.embassysuites.com

Energizer 

Customer Support

533 Maryville University Dr.

St. Louis, MO 63141

Toll free: 1-800-383-7323

www.energizer.com

Enterprise Rent-A-Car

600 Corporate Park Dr.

Saint Louis, MO 63105

Toll free: 1-800-264-6350

: customerservice@enterprise.com

www.enterprise.com

Equifax 

PO Box 740241

Atlanta, GA 30374

Toll free: 1-800-685-1111

www.equifax.com

Equinox

Member Services

One Park Ave.

New York, NY 10016

212-774-6363

Toll free: 1-866-332-6549

www.equinox.com

The Estée Lauder 

Companies, Inc. 

Consumer Care

767 5th Ave.

New York, NY 10153

212-572-4200

Toll free: 1-888-378-3359

: consumercare-us@gcc.

esteelauder.com

www.elcompanies.com

Ethan Allen, Inc.

PO Box 1966

Danbury, CT 06813

Toll free: 1-888-324-3571

: orders@ethanalleninc.com

www.ethanallen.com

Etsy

Support Team

55 Washington St., Suite 512

Brooklyn, NY 11201

718-855-7955

www.etsy.com

The Eureka Company

Customer Service 

PO Box 3900

Peoria, IL 61612

Toll free: 1-800-282-2886

www.eureka.com

Eveready Battery Company, Inc.

533 Maryville University Dr.

St. Louis, MO 63141

Toll free: 1-800-383-7323

www.eveready.com

Expedia, Inc. 

Customer Support

333 108th Ave., NE

Bellevue, WA 98004

Toll free: 1-800-397-3342

www.expedia.com

Experian 

National Consumer Assistance Center

PO Box 2002

Allen, TX 75013

Toll free: 1-888-397-3742

: support@experiandirect.com

www.experian.com

Express Scripts

One Express Way

St Louis, MO 63121

Toll free: 1-800-631-7780

www.express-scripts.com

F

Facebook, Inc.

1601 Willow Rd.

Menlo Park, CA 94025

650-543-4800

www.facebook.com

Fairfield Inn

Toll free: 1-800-721-7033

www.fairfieldinn.com

Farmers Insurance

4680 Wilshire Blvd.

Los Angeles, CA 90010

Toll free: 1-888-327-6335

TTY: 1-888-891-1660 

www.farmers.com

FedEx Corporation 

Customer Relations

3875 Airways Blvd.

Module H3 Department 4634

Memphis, TN 38116

Toll free: 1-800-463-3339

TTY: 1-800-238-4461

www.fedex.com

Fidelity Investments, LLC

PO Box 770001 

Cincinnati, OH 45277-0002

Toll free: 1-800-544-6666

www.fidelity.com

Fisher-Price

See: Mattel, Inc.

Toll free: 1-800-432-5437

www.fisher-price.com

Flowers Foods, Inc. 

1919 Flowers Circle

Thomasville, GA 31757

229-226-9110

www.flowersfoods.com

Food Lion, Inc.

Customer Relations

PO Box 1330

Salisbury, NC 28145-1330

Toll free: 1-800-210-9569

www.FoodLion.com

Frigidaire Home Products

PO Box 212378

Augusta, GA 30909

Toll free: 1-800-374-4432

www.frigidaire.com

Frito-Lay

Consumer Relations

PO Box 660634

Dallas, TX 75266-6234

Toll free: 1-800-352-4477

www.fritolay.com

Frontier Airlines, Inc.

Customer Relations

PO Box 492085

Denver, CO 80249

Toll free: 1-800-432-1359

www.flyfrontier.com

FTD, Inc.

Customer Service

3113 Woodcreek Dr.

Downers Grove, IL 60515

Toll free: 1-800-736-3383

www.ftd.com

Fujifilm Corporation

Consumer Information Service Center

1100 King Georges Post Rd. 

Edison, NJ 08837

Toll free: 1-800-800-3854

www.fujifilm.com
 SOCAP International Member 2015 Consumer Action Handbook 75

CORPORATE CONSUMER CONTACTS

G

Gap, Inc.

Customer Service

100 Gap Online Dr.

Grove City, OH 43123

Toll free: 1-800-427-7895

TTY: 1-888-906-1104

: custserv@gap.com

www.gap.com

Gateway, Inc.

Customer Service

PO Box 6137

Temple, TX 76503

www.gateway.com

GEICO

One GEICO Plaza

Washington, DC 20076

Toll free: 1-800-861-8380 (Car)

Toll free: 1-888-841-2964 (Home)

Toll free: 1-888-532-5433 (Life)

TTY: 1-800-833-8255

www.geico.com

General Electric Company

3135 Easton Turnpike

Fairfield, CT 06828

203-373-2211

Toll free: 1-800-626-2000 (Appliances 

and Lighting)

www.ge.com

General Mills, Inc. 

Consumer Services

PO Box 9452

Minneapolis, MN 55440

Toll free: 1-800-248-7310

www.generalmills.com

Georgia-Pacific Corporation 

Consumer Affairs

133 Peachtree St., NE

Atlanta, GA 30303

Toll free: 1-800-283-5547 

www.gp.com

Gerber Products Company

Consumer Affairs

445 State St.

Fremont, MI 49413-0001

Toll free: 1-800-284-9488

www.gerber.com

GlaxoSmithKline Consumer 

Healthcare 

Consumer Information

5 Crescent Dr.

Philadelphia, PA 19112

Toll free: 1-888-825-5249 (Prescription 

Drugs)

Toll free: 1-800-245-1040 (NonPrescription)

www.gsk.com

The Golden Grain Company

PO Box 049003

Chicago, IL 60604-9003

Toll free: 1-800-421-2444

Toll free: 1-800-570-8719 (in Spanish)

www.ricearoni.com

Goldman, Sachs & Company

Investor Relations

200 West St., 29th Floor

New York, NY 10282

212-902-0300

: gs-investor-relations@gs.com

www.goldmansachs.com

Gold’s Gym International

Customer Support

4001 Maple Ave. Suite 200

Dallas, TX 75219

214-574-4653

www.goldsgym.com

Goodrich Corporation

Consumer Care 

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-877-788-8899

www.bfgoodrichtires.com

The Goodyear Tire & Rubber 

Company

200 Innovation Way

Akron, OH 44316-0001

330-796-2121

Toll free: 1-800-321-2136

www.goodyear.com

Google.com

1600 Amphitheatre Pkwy.

Mountain View, CA 94043

650-253-0000

www.google.com

Graco Children’s Products, Inc. 

Consumer Services

4410 Premer Dr.

High Point, NC 27265

Toll free: 1-800-345-4109

www.gracobaby.com

Greyhound Lines, Inc.

PO Box 660691

Mail Stop 470

Dallas, TX 75266-0691

214-849-8966

214-849-6246 (Baggage)

Toll free: 1-800-531-5332 (in Spanish)

TTY: 1-800- 345-3109

www.greyhound.com

Guess?, Inc.

Customer Care

1444 S. Alameda St.

Los Angeles, CA 90021

Toll free: 1-877-444-8377

www.guess.com

Guinness Company

203-229-2100

: guinness@consumer-care.net

www.guinness.com

Guthy|Renker 

3340 Ocean Park Blvd.

Santa Monica, CA 90405

Toll free: 1-888-651-6602

: customerservice@guthy-renker.

com

www.guthyrenker.com

H

Häagen-Dazs

Consumer Services

PO Box 2178

Wilkes-Barre, PA 18703

Toll free: 1-800-767-0120

www.haagendazs.com

The Hain Celestial Group, Inc. 

Customer Care

4600 Sleepytime Dr.

Boulder, CO 80301

Toll free: 1-800-434-4246

www.hain-celestial.com

Hampton Inn & Suites

See: Hilton Hospitality, Inc.

Toll free: 1-800-426-7866

www.hamptoninn.com

H&R Block, Inc.

Customer Support

One H&R Block Way

Kansas City, MO 64105

Toll free: 1-800-472-5625

www.hrblock.com

Hanes Brands, Inc.

Consumer Services

PO Box 748

Rural Hall, NC 27098

Toll free: 1-800-832-0594 (Delivery 

questions)

Toll free: 1-800-994-4348 (Retail 

purchases)

www.hanes.com

Harris Teeter, Inc. 

Customer Relations

PO Box 10100

Matthews, NC 28106-0100

Toll free: 1-800-432-6111

: customerrelations@harristeeter.com

www.harristeeter.com

Harry & David

Customer Service

2500 S. Pacific Hwy.

Medford, OR 97501-2675

Toll free: 1-877-322-1200

: service@harryanddavid.com

www.harryanddavid.com

CORPORATE CONSUMER CONTACTS
76 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Hasbro, Inc.

Consumer Affairs 

PO Box 200

Pawtucket, RI 02862

Toll free: 1-800-242-7276

: customersupport@hasbro.com

www.hasbro.com

Heinz North America 

Consumer Resource Center

PO Box 57

Pittsburgh, PA 15230

Toll free: 1-800-255-5750

: heinzconsumeraffairs@

us.hjheinz.com

www.heinz.com

Henkel Consumer Goods 

7201 E. Henkel Way

Scottsdale, AZ 85255

480-754-3425

www.henkelna.com

Hershey Company 

Consumer Relations

100 Crystal A Dr.

Hershey, PA 17033

Toll free: 1-800-468-1714

www.hersheys.com

Hertz Corporation

Customer Service

PO Box 26120

Oklahoma City, OK 73126

Toll free: 1-800-654-4173

TTY: 1-800-654-2280

www.hertz.com

Hewlett-Packard Company 

3000 Hanover St.

Bldg. 6A, Mail Stop 1247

Palo Alto, CA 94304

650-857-1501

Toll free: 1-800-474-6836

www.hp.com

Hillshire Brands 

Consumer Affairs

PO Box 3901

Peoria, IL 61612

Toll free: 1-800-328-2426 

Toll free: 1-800-323-7117 (Desserts)

www.hillshirebrands.com

Hilton Garden Inn

See: Hilton Hospitality, Inc.

Toll free: 1-877-782-9444

www.hiltongardeninn.com

Hilton Hospitality, Inc.

Guest Assistance

2050 Chenault Dr.

Carrollton, TX 75006

972-770-6100

Toll free: 1-800-445-8667

www.hilton.com

Hitachi America, Ltd.

Customer Service

PO Box 99652

Troy, MI 48099

Toll free: 1-800-448-2244

: 800Hitachi@hal.hitachi.com

www.hitachi-america.us

Holiday Inn/Holiday Inn Express

See: InterContinental Hotels Group, PLC

Toll free: 1-800-465-4329

www.holiday-inn.com

Home Depot, Inc.

Support Center

2455 Paces Ferry Rd.

Atlanta, GA 30339-4024

Toll free: 1-800-466-3337

Toll free: 1-800-430-3376 (Website 

questions)

www.homedepot.com

Home Goods

See: TJX Companies, Inc.

Toll free: 1-800-888-0776

www.homegoods.com

Home Shopping Network

Customer Service

PO Box 9090

Clearwater, FL 33758

Toll free: 1-800-284-3900 (Phone)

Toll free: 1-800-933-2887 (Online)

www.hsn.com

Homewood Suites

See: Hilton Hospitality, Inc.

Toll free: 1-800-225-5466

www.homewoodsuites.com

Hoover Company

TTI Floor Care North America

7005 Cochran Rd.

Glenwillow, OH 44139

Toll free: 1-800-944-9200

www.hoover.com

Hormel Foods Corporation 

Consumer Affairs

One Hormel Pl.

Austin, MN 55912

Toll free: 1-800-523-4635

www.hormel.com

Howard Johnson, Inc.

PO Box 4090

Aberdeen, SD 57401

Toll free: 1-800-544-9881

www.hojo.com

HTC America, Inc.

13920 S.E. Eastgate Way, Suite 400

Bellevue, WA 98005

Toll free: 1-866-449-8358

TTY: 1-855-580-2302

www.htc.com

Humana, Inc.

Correspondence Office

PO Box 14601

Lexington, KY 40512-4601

Toll free: 1-800-833-6917 (Individual and 

family)

Toll free: 1-800-448-6262 (Employer 

sponsored insurance)

www.humana.com

Hyatt Hotels & Resorts 

Consumer Affairs

9805 Q St.

Omaha, NE 68127

Toll free: 1-800-323-7249

TTY: 1-800-228-9548

www.hyatt.com

I

Ikea

Customer Relations

420 Alan Wood Rd.

Conshohocken, PA 19428

Toll free: 1-888-888-4532 (In-Store 

Questions)

Toll free: 1-888-434-4532 (Online Store 

Questions)

: UScustomercare259@ikea.com

www.ikea.com

Innovis

250 E. Broad St.

Columbus, OH 43215

Toll free: 1-800-540-2505

: ica@innovis.com

www.innovis.com

Intel

2200 Mission College Blvd.

Santa Clara, CA 95054

408-765-8080 

www.intel.com

InterContinental Hotels Group, PLC

Guest Relations

PO Box 30321

Salt Lake City, UT 84130-0321

Toll free: 1-800-621-0555

www.ihgplc.com
 SOCAP International Member 2015 Consumer Action Handbook 77

CORPORATE CONSUMER CONTACTS

J

J.M. Smucker Company 

Consumer Response

One Strawberry Ln.

Orrville, OH 44667

Toll free: 1-888-550-9555

www.jmsmucker.com

J.P. Morgan Chase Bank

PO Box 36520

Louisville, KY 40233-6520

713-262-3300

Toll free: 1-877-242-7372

TTY: 1-800-242-7383

www.chase.com

Jack In The Box, Inc.

Guest Relations

9330 Balboa Ave.

San Diego, CA 92123-1516

858-522-4716

Toll free: 1-800-955-5225 

www.jackinthebox.com

Jackson Hewitt Tax Service, Inc.

Three Sylvan Way, Suite 301

Parsippany, NJ 07054

Toll free: 1-800-234-1040

www.jacksonhewitt.com

Jarden Consumer Solutions, Inc. 

Consumer Affairs

2381 N.W. Executive Center Dr.

Boca Raton, FL 33431

Toll free: 1-800-777-5452

www.jardencs.com

JCPenney Company, Inc.

Corporate Customer Relations

PO Box 10001

Dallas, TX 75301

Toll free: 1-800-322-1189 

www.jcpenney.com

J. Crew

Customer Relations

One Ivy Crescent

Lynchburg, VA 24513-1001

Toll free: 1-800-562-0258

: contactus@jcrew.com

www.jcrew.com

Jenny Craig, Inc.

Customer Care

5770 Fleet St.

Carlsbad, CA 92008

760-696-4000

Toll free: 1-800-536-6922

: WebCustomerService@jennycraig.

com

www.jennycraig.com

JetBlue Airways Corporation

Customer Relations

PO Box 17435

Salt Lake City, UT 84117-7435

Toll free: 1-800-538-2583

www.jetblue.com

Jiffy Lube International, Inc.

Customer Service

PO Box 4427

Houston, TX 77210-4458

Toll free: 1-800-344-6933

www.jiffylube.com

John Deere

Customer Assistance

One John Deere Pl.

Moline, IL 61265

Toll free: 1-800-537-8233

www.deere.com

John Hancock Financial Services, 

Inc.

197 Clarendon St.

Boston, MA 02116

Toll free: 1-800-732-5543

www.johnhancock.com

Johnson & Johnson Consumer 

Products, Inc. 

One Johnson & Johnson Plaza

New Brunswick, NJ 08933

732-524-0400

www.jnj.com

Just Born, Inc 

Consumer Relations

1300 Stefko Blvd.

Bethlehem, PA 18017

610-867-7568

Toll free: 1-888-645-3453

www.justborn.com

JVC Company of America 

Customer Care

1700 Valley Rd.

Wayne, NJ 07470

Toll free: 1-800-252-5722

www.jvc.com

K

Kao Brands Company 

Consumer Relations 

2535 Spring Grove Ave.

Cincinnati, OH 45214

www.kaobrands.com

KAYAK.com

Seven Market St.

Stamford, CT 06902

Toll free: 1-855-529-2501

www.kayak.com

Kellogg Company t

Consumer Affairs

PO Box CAMB

Battle Creek, MI 49016

Toll free: 1-800-962-1413

www.kelloggs.com

KFC

See: YUM! Brands, Inc.

Toll free: 1-800-225-5532

www.kfc.com

Kimberly-Clark Corporation 

Consumer Services

Dept. INT

PO Box 2020

Neenah, WI 54957-2020

Toll free: 1-888-525-8388

www.kimberly-clark.com

The Kirby Company 

Customer Relations

1920 W. 114th St.

Cleveland, OH 44102

Toll free: 1-800-494-8586

www.kirby.com

KitchenAid

Customer Experience Center

PO Box 218

St. Joseph, MI 49085

Toll free: 1-800-541-6390 (Small 

Appliances)

www.kitchenaid.com

Kmart Corporation

See: Sears

Toll free: 1-866-562-7848

www.kmart.com

Kohl’s Corporation 

Customer Service

PO Box 3120

Milwaukee, WI 53201

Toll free: 1-855-564-5705

Toll free: 1-855-564-5748 (Credit)

www.kohls.com

Kraft Foods Group, Inc. 

Consumer Relations

Three Lakes Dr.

Northfield, IL 60093

Toll free: 1-877-535-5666

www.kraftfoods.com

Kroger Company

Customer Service

1014 Vine St.

Cincinnati, OH 45202-1100

Toll free: 1-800-576-4377

www.kroger.com

CORPORATE CONSUMER CONTACTS
78 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

L

LA Fitness International, LLC

Member Services

PO Box 54170

Irvine, CA 92619

: contact@fitnessintl.com

www.lafitness.com

Lancôme

Customer Care

PO Box 2007

Westfield, NJ 07091

Toll free: 1-800-526-2663

www.lancome-usa.com

Land O’Lakes, Inc. 

Consumer Affairs

PO Box 64050

St. Paul, MN 55164-9784

Toll free: 1-800-328-4155 (Consumer 

Affairs)

Toll free: 1-800-328-9680 (Corporate)

www.landolakes.com

Lands’ End, Inc.

Customer Service

One Lands’ End Ln.

Dodgeville, WI 53595

Toll free: 1-800-963-4816

TTY: 1-800-541-3459

www.landsend.com

Lane Furniture

Consumer Services

14250A Manchester Rd.

Ballwin, MO 63011

Toll free: 1-800-327-6944

: service@lanefurniture.com

www.lanefurniture.com

La-Z-Boy, Inc.

Consumer Services

1284 N. Telegraph Rd.

Monroe, MI 48162-3390

Toll free: 1-855-802-6636

www.la-z-boy.com

LeapFrog Enterprises, Inc.

Customer Support

6401 Hollis St., Suite 100

Emeryville, CA 94608-1071

Toll free: 1-800-701-5327

Toll free: 1-866-334-5327 (Online Store)

: support@leapfrog.com

www.leapfrog.com

Lee Jeans

Consumer Services

9001 W. 67th St.

Merriam, KS 66202

Toll free: 1-800-453-3348

www.lee.com

LEGO Systems, Inc.

Consumer Affairs

555 Taylor Rd.

PO Box 1138

Enfield, CT 06083-1138

Toll free: 1-800-453-4652

Toll free: 1-800-835-4386 (Online Store)

www.lego.com

Lennox Industries, Inc. 

Consumer Affairs

PO Box 799900

Dallas, TX 75379

Toll free: 1-800-953-6669 

www.lennox.com

Lenovo

Customer Service

1009 Think Pl.

Morrisville, NC 27560

Toll free: 1-855-253-6686

www.lenovo.com

LensCrafters

4000 Luxottica Pl.

Mason, OH 45040

Toll free: 1-877-753-6727

TTY: 1-855-589-8891

www.lenscrafters.com

Levi Strauss Company 

1155 Battery St.

San Francisco, CA 94111

Toll free: 1-866-860-8907

www.levi.com

LG Electronics, Inc 

Customer Service

1000 Sylvan Ave.

Englewood Cliffs, NJ 07632

Toll free: 1-800-243-0000 

www.lge.com

Liberty Mutual Insurance Group 

Customer Service

100 Liberty Way

Dover, NH 03820

Toll free: 1-800-398-8924

Toll free: 1-800-225-2467 (Claim Status)

www.libertymutual.com

The Limited 

Customer Service

PO Box 182651

Columbus, OH 43218-2651

Toll free: 1-877-583-1963

Toll free: 1-800-888-3257 (Credit 

Services)

www.thelimited.com

LinkedIn Corporation

2029 Stierlin Ct.

Mountain View, CA 94043

www.linkedin.com

Little Tikes 

Consumer Services

2180 Barlow Rd.

Hudson, OH 44236

Toll free: 1-800-321-0183

www.littletikes.com

L.L. Bean, Inc.

Dept. CFM

Freeport, ME 04033-0001

207-552-3028

Toll free: 1-800-441-5713

TTY: 1-800-545-0090

www.llbean.com

L’Oréal USA 

Consumer Care Center

575 Fifth Ave.

New York, NY 10017

212-818-1500 (Headquarters)

Toll free: 1-800-322-2036 

www.lorealusa.com

Lowe’s

Customer Care

PO Box 1111

North Wilkesboro, NC 28656

Toll free: 1-800-445-6937

: customercare@lowes.com

www.lowes.com

Lyft, Inc.

548 Market St. #68514

San Francisco, CA 94104

: support@lyft.com

www.lyft.com

M

MAACO Enterprises, Inc.

440 S. Church St., Suite 700

Charlotte, NC 28202

704-377-8855

Toll free: 1-800-523-1180

: customerfirst@maaco.com

www.maaco.com

Macy’s 

Credit and Customer Service

PO Box 8113

Mason, OH 45040

Toll free: 1-877-876-2297 (Customer 

Service)

Toll free: 1-877-493-9207 (Credit)

www.macys.com

Magnavox

Toll free: 1-800-605-8610 (TV, DVD 

Player, Blu-ray Disc Player)

: magnavox@funaisupport.com

www.magnavox.com
 SOCAP International Member 2015 Consumer Action Handbook 79

CORPORATE CONSUMER CONTACTS

Marc Jacobs

Customer Service

Toll free: 1-877-707-6272

: customerservice@marcjacobs.com

www.marcjacobs.com

Marriott International, Inc.

Customer Support

310 Bearcat Drive

Salt Lake City, UT 84115-2544

Toll free: 1-800-721-7033

www.marriott.com

Mars Chocolate North America 

800 High St.

Hackettstown, NJ 07840

www.mars.com

Marshalls, Inc.

See: TJX Companies, Inc.

Toll free: 1-888-627-7425

www.marshallsonline.com

Mary Kay, Inc. 

PO Box 799045

Dallas, TX 75379-9045

Toll free: 1-800-627-9529

www.marykay.com

Massachusetts Mutual Insurance 

Company (Mass Mutual)

Customer Relations

1295 State St.

Springfield, MA 01111-0001

Toll free: 1-800-272-2216 (Life Insurance)

Toll free: 1-800-505-8952 (Long-Term 

Care Insurance)

www.massmutual.com

MasterCard Worldwide

Consumer Inquiries

(Contact your issuing bank first)

2000 Purchase St.

Purchase, NY 10577

1-636-722-7111

Toll free: 1-800-627-8372 

: consumer_inquiries@mastercard.

com

www.mastercard.com

Mattel, Inc. 

Customer Service

333 Continental Blvd.

El Segundo, CA 90245-5012

Toll free: 1-800-524-8697

TTY: 1-800-382-7470

www.mattel.com

Maybelline, Inc.

Customer Care

PO Box 1010

Clark, NJ 07066

Toll free: 1-800-944-0730

www.maybelline.com

Mayflower Transit, LLC

One Mayflower Dr.

St. Louis, MO 63026

Toll free: 1-800-241-1321

Toll free: 1-800-325-9970 (Claims)

www.mayflower.com

Maytag

Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll free: 1-800-344-1274 

www.maytag.com

McCain Foods USA, Inc. 

2275 Cabot Dr.

Lisle, IL 60532-3653

Toll free: 1-800-938-7799

: contactus@mccain.com

www.mccainfoods.com

McCormick & Company, Inc. 

Consumer Affairs

211 Schilling Circle

Hunt Valley, MD 21031

410-527-6000

Toll free: 1-800-632-5847

: consumer_affairs@mccormick.com

www.mccormick.com

McDonald’s Corporation 

2111 McDonald’s Dr.

Oak Brook, IL 60523

Toll free: 1-800-244-6227

www.mcdonalds.com

McKee Foods Corporation 

Consumer Services

PO Box 750

Collegedale, TN 37315

Toll free: 1-800-522-4499

www.mckeefoods.com

Mead Johnson

2701 Patriot Blvd., 4th Floor

Glenview, IL 60026

847-832-2420

www.meadjohnson.com

Meijer, Inc. 

2929 Walker Ave., NW

Grand Rapids, MI 49544-9424

Toll free: 1-877-363-4537

www.meijer.com

Meineke Car Care Centers, Inc.

Toll free: 1-800-447-3070

www.meineke.com

Men’s Warehouse

Customer Relations

6380 Rogerdale Rd.

Houston, TX 77072

Toll free: 1-800-851-6744

www.menswarehouse.com

The Mentholatum Company, Inc.

Consumer Affairs

707 Sterling Dr.

Orchard Park, NY 14127

716-677-2500

Toll free: 1-877-636-2677

www.mentholatum.com

Merck & Co., Inc.

One Merck Dr.

PO Box 100

Whitehouse Station, NJ 08889

908-423-1000

Toll free: 1-800-444-2080

Toll free: 1-800-727-5400 (Patient 

Assistance)

www.merck.com

Merrill Lynch Company, Inc.

(Contact local branch manager first)

4 World Financial Center

250 Vesey St.

New York, NY 10080

Toll free: 1-800-637-7455

TTY: 1-866-657-3323

: general_askml@ml.com

www.merrilllynch.com

Merry Maids

PO Box 751017

Memphis, TN 38175-1017

Toll free: 1-800-798-8000

www.merrymaids.com

MetLife, Inc.

200 Park Ave.

New York, NY 10166

Toll free: 1-800-638-5000 (Life Insurance)

Toll free: 1-800-422-4272 (Auto and 

Home Insurance)

Toll free: 1-800-308-0179 (Long-Term 

Care Insurance)

www.metlife.com

Michael Kors 

11 W. 42 St.

New York, NY 10036

Toll free: 1-866-709-5677

TTY: 1-855-889-5677

: customerservice@michaelkors.com

www.michaelkors.com

Michelina’s

See: Bellisio Foods, Inc.

Toll free: 1-800-446-5469

: michelinas@bellisiofoods.com

www.michelinas.com

Michelin North America, Inc. 

Consumer Care 

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-866-866-6605

www.michelinman.com

CORPORATE CONSUMER CONTACTS
80 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Micro Center

Customer Service

4119 Leap Rd.

Hilliard, OH 43026

614-850-3675

www.microcenter.com

Microsoft Corporation

Customer Service

One Microsoft Way

Redmond, WA 98052-6399

425-882-8080

Toll free: 1-800-642-7676

TTY: 1-800-892-5234

www.microsoft.com

Midas, Inc.

Consumer Relations

823 Donald Ross Rd.

Juno Beach, FL 33408

Toll free: 1-800-621-8545

www.midas.com

MillerCoors 

Consumer Affairs

250 S. Wacker Dr.

Chicago, IL 60606

Toll free: 1-800-645-5376

www.millercoors.com

Mitsubishi Digital Electronics 

America, Inc.

Consumer Relations 

10833 Valley View St., Suite 300

Cypress, CA 90630

Toll free: 1-800-332-2119

www.mitsubishi-tv.com

Mondelez International 

Consumer Relations

100 Deforest Ave.

East Hanover, NJ 07936

Toll free: 1-855-535-5648

www.nabiscoworld.com

Morgan Stanley

Client Advocate

PO Box 95002

South Jordan, UT 84095

Toll free: 1-866-227-2256

: ClientAdvocate@morganstanley.

com

www.morganstanley.com

Motel 6

Guest Relations

PO Box 326

Worthington, OH 43085

Toll free: 1-800-557-3435

www.motel6.com

Motorola, Inc.

222 W. Merchandise Mart Plaza, Suite 

1800 

Chicago, IL 60654

Toll free: 1-800-734-5870

TTY: 1-888-390-6456

www.motorola.com

Mott’s LLP

Consumer Relations

PO Box 869077

Plano, TX 75086-9077

Toll free: 1-800-426-4891

www.motts.com

Mutual of Omaha Insurance 

Company

Customer Service

Mutual of Omaha Plaza

Omaha, NE 68175

Toll free: 1-800-228-7104 

Toll free: 1-800-775-1000 (Claims)

www.mutualofomaha.com

N

National Car Rental System, Inc.

Customer Services

8420 St. John Industrial Dr.

St. Louis, MO 63114

Toll free: 1-800-468-3334

TTY: 1-800-328-6323

: customerservice@nationalcar.com

www.nationalcar.com

Nationwide Mutual Insurance 

Company

Customer Advocacy

One Nationwide Plaza

Columbus, OH 43215-2220

Toll free: 1-800-882-2822 ext. 9-6985 

(Customer Advocacy)

Toll free: 1-877-669-6877 (Auto and 

Property Insurance)

Toll free: 1-800-848-6331 (Investments)

www.nationwide.com

Nautica Apparel, Inc.

Consumer Relations

40 West 57th St.

New York, NY 10019

Toll free: 1-866-376-4184

www.nautica.com

The Neiman-Marcus Group, Inc. 

Customer Care

PO Box 650589

Dallas, TX 75265-0589

Toll free: 1-888-888-4757

www.neimanmarcus.com

Nestlé Purina PetCare Company

Office of Consumer Affairs

PO Box 1326

Wilkes-Barre, PA 18703

Toll free: 1-800-778-7462

www.purina.com

Nestlé USA 

Office of Consumer Services 

800 N. Brand Blvd.

Glendale, CA 91203

Toll free: 1-800-225-2270

: nestleconsumerservice@

casupport.com

www.nestleusa.com

Nestlé Waters North America, Inc.

900 Long Ridge Rd.

Building 2

Stamford, CT 06902-1138

Toll free: 1-888-747-7437

www.nestle-watersna.com

Netflix

Customer Service

100 Winchester Circle

Los Gatos, CA 95032

Toll free: 1-866-579-7172

www.netflix.com

Neutrogena Corporation

Consumer Affairs

199 Grandview Rd.

Skillman, NJ 08558

Toll free: 1-800-582-4048

www.neutrogena.com

Newell Rubbermaid, Inc. 

Consumer Services 

4110 Premier Dr.

High Point, NC 27265

Toll free: 1-888-895-2110

www.rubbermaid.com

New York & Company

Customer Service

450 W. 33rd St., Fifth Floor

New York, NY 10001

Toll free: 1-800-324-1952 (In-Store)

Toll free: 1-800-961-9906 (Online)

: service@nyandcompany.com

www.nyandcompany.com

New York Life Insurance Company

51 Madison Ave.

New York, NY 10010

Toll free: 1-800-710-7945 

www.newyorklife.com

Nike, Inc. 

Consumer Services

One Bowerman Dr.

Beaverton, OR 97005-6453

Toll free: 1-800-344-6453 

www.nike.com
 SOCAP International Member 2015 Consumer Action Handbook 81

CORPORATE CONSUMER CONTACTS

Nikon, Inc.

Consumer Affairs

1300 Walt Whitman Rd.

Melville, NY 11747-3064

631-547-4200 (Corporate)

Toll free: 1-800-645-6687 (Technical and 

Service Support)

www.nikonusa.com

Nine West Group, Inc.

Customer Service

1129 Westchester Ave.

White Plains, NY 10604

Toll free: 1-800-999-1877

: customer_relations@ninewest.com

www.ninewest.com

Nintendo 

4600 150th Ave., NE

Redmond, WA 98052

Toll free: 1-800-255-3700

www.nintendo.com

Nokia USA

See: Microsoft Corporation

Toll free: 1-888-665-4228

TTY: 1-800-246-6542

www.nokia.com

Nordstrom, Inc.

Customer Service

1600 7th Ave., Suite 2600 

Seattle, WA 98101

Toll free: 1-888-282-6060

TTY: 1-800-685-2100

www.nordstrom.com

North American Van Lines

North American Claims Department

PO Box 988

Ft. Wayne, IN 46801-0988

Toll free: 1-800-348-2111

: claims@navl.com

www.northamerican.com

The North Face, Inc.

Customer Service

14450 Doolittle Dr.

San Leandro, CA 94577

Toll free: 1-888-863-1968

Toll free: 1-855-500-8639 (Warranties)

: tnfsupport@vfc.com

www.thenorthface.com

Northwestern Mutual Life Insurance 

Company

Corporate Relations

720 E. Wisconsin Ave.

Milwaukee, WI 53202-4797

414-271-1444

www.northwesternmutual.com

Norwegian Cruise Lines

Guest Relations

7665 Corporate Center Dr.

Miami, FL 33126

Toll free: 1-866-625-1164

Toll free: 1-866-584-9756 (Special Needs)

www.ncl.com

Novartis Pharmaceuticals 

Corporation 

Customer Interaction Center

One Health Plaza

East Hanover, NJ 07936-1080

Toll free: 1-888-669-6682

www.pharma.us.novartis.com

Nutrisystem, Inc. 

Customer Service

600 Office Center Dr.

Fort Washington, PA 19034

Toll free: 1-800-585-5483

: customerservice@nutrisystem.com

www.nutrisystem.com

O

Ocean Spray Cranberries, Inc. 

Consumer Affairs

One Ocean Spray Dr.

Lakeville-Middleboro, MA 02349

Toll free: 1-800-662-3263

www.oceanspray.com

Office Depot, Inc.

6600 N. Military Trail 

Boca Raton, FL 33496

Toll free: 1-800-463-3768

www.officedepot.com

OfficeMax, Inc.

See: Office Depot, Inc.

Toll free: 1-800-463-3768

www.officemax.com

Old Navy

Customer Relations

200 Old Navy Ln.

Grove City, OH 43123-8605

Toll free: 1-800-653-6289

TTY: 1-800-449-4253

: custserv@oldnavy.com

www.oldnavy.com

Olive Garden

See: Darden Restaurants

Toll free: 1-800-331-2729

www.olivegarden.com

Olympus America

3500 Corporate Pkwy.

PO Box 610

Center Valley, PA 18034-0610

Toll free: 1-800-622-6372 

Toll free: 1-888-553-4448 (Digital 

Cameras)

www.olympusamerica.com

Omni Hotels

Guest Relations

4001 Maple Ave.

Dallas, TX 75219

Toll free: 1-800-809-6664

www.omnihotels.com

1-800-FLOWERS

Customer Satisfaction Department

One Old Country Rd., Suite 500

Carle Place, NY 11514

Toll free: 1-800-356-9377

Toll free: 1-800-716-4851 (Customer 

Service)

www.1800flowers.com

Orbitz, LLC 

Customer Service

500 W. Madison St., Suite 1000

Chicago, IL 60661

Toll free: 1-888-656-4546

www.orbitz.com

Orkin

Customer Care Center

2170 Piedmont Rd., NE

Atlanta, GA 30324

Toll free: 1-888-675-4662

www.orkin.com

Oster

See: Jarden Consumer Solutions, Inc.

Toll free: 1-800-334-0759

www.oster.com

Outback Steakhouse

2202 N. West Shore Blvd., Suite 500

Tampa, FL 33607

813-282-1225

: news@outback.com

www.outback.com

Overstock.com

Customer Service

6350 S. 3000 East

Salt Lake City, UT 84121

Toll free: 1-800-843-2446

: customercare@overstock.com

www.overstock.com

CORPORATE CONSUMER CONTACTS
82 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

P

Panasonic Corporation of North 

America

Customer Experience Department

661 Independence Pkwy.

Chesapeake, VA 23320

Toll free: 1-800-211-7262

Toll free: 1-800-405-0652 (Online store)

www.panasonic.com

Panera Bread

Customer Service

3630 S. Geyer Rd.

St. Louis, MO 63127

www.panerabread.com

Papa John’s International, Inc.

PO Box 99900

Louisville, KY 40269-9990

Toll free: 1-877-547-7272

: consumer_services@papajohns.com

www.papajohns.com

PayPal.com

2211 N. First St.

San Jose, CA 95131

Toll free: 1-888-221-1161

www.paypal.com

PearleVision

Customer Service

4000 Luxottica Pl.

Mason, OH 45040

Toll free: 1-800-937-3937

www.pearlevision.com

Pella Corporation

Customer Service

102 Main St.

Pella, IA 50219

Toll free: 1-877-473-5527

www.pella.com

Pep Boys Auto

Customer Relations

3111 W. Allegheny Ave.

Philadelphia, PA 19132

Toll free: 1-800-737-2697

: contactus@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

PepsiCo., Inc. 

700 Anderson Hill Rd.

Purchase, NY 10577

Toll free: 1-800-433-2652

www.pepsico.com

Pepsi-Cola Company 

See: PepsiCo., Inc.

Toll free: 1-800-433-2652

www.pepsi.com

Perdue Farms, Inc. 

Consumer Relations

PO Box 788

Kings Mountain, NC 28086

Toll free: 1-800-473-7383

www.perdue.com

Perrigo 

515 Eastern Ave.

Allegan, MI 49010

269-673-8451

Toll free: 1-866-703-4222 (Vitamins)

Toll free: 1-800-719-9260 (Over the 

Counter)

Toll free: 1-866-634-9120 (Prescription 

Drugs)

Toll free: 1-800-272-5095 (Infant 

Products)

www.perrigo.com

Petco

9125 Rehco Rd.

San Diego, CA 92121

Toll free: 1-888-824-7257

www.petco.com

PetSmart, Inc.

Customer Service

19601 N. 27th Ave.

Phoenix, AZ 85027

Toll free: 1-888-839-9638

: customercare@petsmart.com

www.petsmart.com

P.F. Changs China Bistro, Inc.

7676 E. Pinnacle Peak Rd.

Scottsdale, AZ 85255

Toll free: 1-866-732-4264

www.pfchangs.com

Pfizer, Inc.

Consumer Affairs

235 E. 42nd St.

New York, NY 10017

212-733-2323

Toll free: 1-800-879-3477 (Customer 

Response)

www.pfizer.com

Pharmavite Corporation 

Consumer Affairs

PO Box 9606

Mission Hills, CA 91346-9606

818-221-6200

Toll free: 1-800-276-2878 (Nature Made)

Toll free: 1-888-676-9569 (SoyJoy)

www.pharmavite.com

Philips Consumer Electronics 

North America

Customer Service

3000 Minuteman Rd., Mail Stop 109

Andover, MA 01810

Toll free: 1-888-744-5477 

www.philips.com

Pier 1 Imports 

Customer Service

100 Pier 1 Pl.

Ft. Worth, TX 76102

Toll free: 1-800-245-4595

: CustomerService@pier1.com

www.pier1.com

Pioneer Electronics Service, Inc.

Customer Service

1925 E. Dominguez St.

Long Beach, CA 90810

Toll free: 1-800-421-1404 

www.pioneerelectronics.com

Pirelli Tire Corporation

100 Pirelli Dr.

Rome, GA 30161

Toll free: 1-800-747-3554

www.us.pirelli.com

Pizza Hut 

7100 Corporate Dr.

Plano, TX 75024

972-338-7700

Toll free: 1-800-948-8488

www.pizzahut.com

Planet Fitness

Member Support

26 Fox Run Rd.

Newington, NH 03801

Toll free: 1-844-880-7180

: info@planetfitness.com

www.planetfitness.com

Playskool

See: Hasbro, Inc.

Toll free: 1-800-752-9755

www.hasbro.com/playskool

Playstation

See: Sony Corporation of America

Toll free: 1-800-345-7669

www.us.playstation.com

Playtex Products, Inc. 

Consumer Affairs

890 Mountain Ave.

New Providence, NJ 07974

Toll free: 1-888-310-4290

www.playtexproductsinc.com

PNC Bank

249 5th Ave.

One PNC Plaza

Pittsburgh, PA 15222

Toll free: 1-888-762-2265

www.pnc.com
 SOCAP International Member 2015 Consumer Action Handbook 83

CORPORATE CONSUMER CONTACTS

Polaroid Corporation

Customer Care Center

Toll free: 1-800-765-2764

www.polaroid.com

Polo/Ralph Lauren Corporation

Customer Assistance

625 Madison Ave.

New York, NY 10022

Toll free: 1-888-475-7674

: customerassistance@ralphlauren.

com

www.polo.com

Popeyes Louisiana Kitchen 

Guest Hospitality

400 Perimeter Center Terrace, Suite 1000

Atlanta, GA 30346

Toll free: 1-877-767-3937

www.popeyes.com

Post Holdings, Inc.

Consumer Affairs

275 Cliff St.

Battle Creek, MI 49014

Toll free: 1-800-431-7678

www.postfoods.com

Prestige Brands 

Consumer Affairs

660 White Plains Rd., Suite 205

Tarrytown, NY 10591

Toll free: 1-800-443-4908

www.prestigebrandsinc.com

Price Chopper Supermarket/

Market 32 

Consumer Services

461 Nott St.

Schenectady, NY 12308

Toll free: 1-800-666-7667

www.pricechopper.com

Priceline.com, LLC

800 Connecticut Ave.

Norwalk, CT 06854

Toll free: 1-877-477-5807

www.priceline.com

Princess Cruise Lines

Customer Relations

24305 Town Center Dr.

Santa Clarita, CA 91355

Toll free: 1-800-774-6237

: customerrelations@

princesscruises.com

www.princess.com

The Procter & Gamble t

Company 

Consumer Relations

PO Box 599

Cincinnati, OH 45201

513-983-1100

Toll free: (Phone numbers appear on all 

labels)

www.pg.com

The Progressive Corporation

Customer Service

6300 Wilson Mills Rd.

Mayfield Village, OH 44143

440-461-5000 (Corporate)

Toll free: 1-800-776-4737

www.progressive.com

Prudential Financial, Inc.

Policyowner Relations Department

One Corporate Dr.

Shelton, CT 06484

Toll free: 1-800-778-2255 (Insurance)

Toll free: 1-888-778-2888 (Annuities)

Toll free: 1-800-732-0416 (Long-Term 

Care)

TTY: 1-800-526-8061

www.prudential.com

Public Storage

Customer Service

PO Box 25050

Glendale, CA 91221-5050

Toll free: 1-800-567-0759

www.publicstorage.com

Publishers Clearing House 

Consumer Affairs

101 Winners Circle

Port Washington, NY 11050

Toll free: 1-800-459-4724

Toll free: 1-800-392-4190 (Sweepstakes 

scams using PCH name)

www.pch.com

Publix Super Markets 

Customer Care

PO Box 407

Lakeland, FL 33802-0407

Toll free: 1-800-242-1227

www.publix.com

Purex

See: Henkel Consumer Goods

Toll free: 1-800-457-8739

www.purex.com

PVH Corporation

Customer Services

1001 Frontier Rd., Mail Stop 44

Bridgewater, NJ 08807

Toll free: 1-800-388-9122 (Van Heusen)

Toll free: 1-800-866-7292 (Izod)

Toll free: 1-866-214-6694 (Calvin Klein)

www.pvh.com

Q

The Quaker Oats Company

PO Box 049003

Chicago, IL 60604-9003

Toll free: 1-800-367-6287

www.quakeroats.com

QuikTrip Corporation

PO Box 3475

Tulsa, OK 74101

918-615-7700

Toll free: 1-800-848-1966

www.quiktrip.com

Quizno’s

7595 Technology Way, Suite 200

Denver, CO 80237

720-359-3300 (Headquarters)

Toll free: 1-866-486-2783 (Customer 

Comments)

www.quiznos.com

QVC, Inc.

Customer Service

1200 Wilson Dr.

West Chester, PA 19380

Toll free: 1-888-345-5788

www.qvc.com

R

Radisson Hotels

11340 Blondo St., Suite 100

Omaha, NE 68164

Toll free: 1-800-615-7253

www.radisson.com

Ramada Inn

PO Box 4090

Aberdeen, SD 57401

Toll free: 1-800-828-6644

www.ramada.com

Rayovac Corporation

Consumer Service

PO Box 620992

Middleton, WI 53562-0992

Toll free: 1-800-237-7000

www.rayovac.com

Reckitt Benckiser Group PLC 

Consumer Relations

PO Box 224

Parsippany, NJ 07054-0224

Toll free: 1-800-228-4722 

: corpcomms@reckittbenckiser.com

www.reckittbenckiser.com

Red Lobster

Guest Relations

450 S. Orange Ave.

Orlando, FL 32801

Toll free: 1-800-562-7837

www.redlobster.com

CORPORATE CONSUMER CONTACTS
84 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Reebok, Inc.

See: Adidas America, Inc.

Toll free: 1-866-870-1743

www.reebok.com

Regent Seven Seas Cruises

8300 N.W. 33rd St., Suite 100

Miami, FL 33122

Toll free: 1-844-473-4368

www.rssc.com

Remington Products Company

Consumer Services

507 Stokely Dr.

PO Box 1

DeForest, WI 53532

Toll free: 1-800-392-6544

: ContactUs@remingtonproducts.

com

www.remington-products.com

Rent-A-Center

Customer Care

5501 Headquarters Dr.

Plano, TX 75024

Toll free: 1-800-422-8186

www.rentacenter.com

Residence Inn

See: Marriott International, Inc.

Toll free: 1-800-228-2800

www.residenceinn.com

Revlon, Inc. 

Consumer Affairs

1501 Williamsboro St.

Oxford, NC 27565

Toll free: 1-800-473-8566

www.revlon.com

Rich Products 

Consumer Relations

PO Box 20670

127 Airport Rd.

St. Simons Island, GA 31522

912-638-5000

Toll free: 1-800-828-2021

: rsp-consumer.relations@rich.com

Rite Aid Corporation

Customer Support

30 Hunter Ln.

Camp Hill, PA 17011

717-761-2633

Toll free: 1-800-748-3243

TTY: 1-800-821-1833

www.riteaid.com

Royal Caribbean International

Corporate Guest Relations

1050 Caribbean Way

Miami, FL 33132

Toll free: 1-800-256-6649

Toll free: 1-800-398-9819 (Website)

www.royalcaribbean.com

S

SafeAuto Insurance

Customer Service

PO Box 182109

Columbus, OH 43218-2109

Toll free: 1-800-723-3288

: CSD@safeauto.com

www.safeauto.com

Safeway, Inc.

Customer Service Center

MS 10501

PO Box 29093

Phoenix, AZ 85038-9093

Toll free: 1-877-723-3929

www.safeway.com

Saks Fifth Avenue

Customer Relations

PO Box 10327

Jackson, MS 39289

Toll free: 1-877-551-7257

: service@saks.com

www.saks.com

Sam’s Club

Member Service

2101 S.E. Simple Savings Dr.

Bentonville, AR 72716-0745

Toll free: 1-888-746-7726

www.samsclub.com

Samsonite Corporation

Customer Service

575 West St., Suite 110

Mansfield, MA 02048

Toll free: 1-800-765-2247

Toll free: 1-800-262-8282 (Warranty)

www.samsonite.com

Samsung Electronics America

Customer Service and Technical 

Support

85 Challenger Rd.

Ridgefield Park, NJ 07660

Toll free: 1-800-726-7864 

Toll free: 1-888-987-4357 (Mobile 

Phones)

TTY: 1-888-899-7608

www.samsung.com

Sargento Foods, Inc. 

Consumer Affairs

One Persnickety Place

Plymouth, WI 53073

Toll free: 1-800-243-3737 

www.sargento.com

SC Johnson and Son, Inc. 

1525 Howe St.

Racine, WI 53403

Toll free: 1-800-494-4855

www.scjohnson.com

Schwan Food Company 

Customer Service

115 W. College Dr.

Marshall, MN 56258

Toll free: 1-800-533-5290

www.theschwanfoodcompany.com

The Scotts Company 

Help Center

14111 Scottslawn Rd.

Marysville, OH 43041

Toll free: 1-888-270-3714

: private@scotts.com

www.scotts.com

Seabourn Cruise Line

Guest Relations

300 Elliott Ave. W

Seattle, WA 98119

Toll free: 1-866-755-5619

: guestrelations@seabourn.com

www.seabourn.com

Sealy Corporation

Consumer Support

One Office Parkway at Sealy Dr.

Trinity, NC 27370

Toll free: 1-800-697-3259

: ConsumerSupport@sealy.com

www.sealy.com

Sears

Executive Customer Relations

3333 Beverly Rd.

Hoffman Estates, IL 60179

847-286-2500

Toll free: 1-800-549-4505 (Retail)

Toll free: 1-800-697-3277 (Online)

www.sears.com

Seneca Foods Corporation

Consumer Affairs

100 Gambee Rd.

Geneva, NY 14456

315-926-8100

Toll free: 1-800-872-1110

: customer_service@senecafoods.

com

www.senecafoods.com

Serta, Inc. 

Customer Service

3 Golf Center #392

Hoffman Estates, IL 60169

Toll free: 1-888-557-3782

www.serta.com

Service Master Company

860 Ridge Lake Blvd.

Memphis, TN 38120

www.servicemaster.com
 SOCAP International Member 2015 Consumer Action Handbook 85

CORPORATE CONSUMER CONTACTS

7-Eleven, Inc

Customer Relations

PO Box 711

Dallas, TX 75221-0711

972-828-7011

Toll free: 1-800-255-0711

www.7-eleven.com

Sharp Electronics Corporation

Customer Service

Sharp Plaza

Mahwah, NJ 07495-1163

Toll free: 1-800-237-4277

www.sharpusa.com

Sheraton Hotels

See: Starwood Hotels & Resorts 

Worldwide, Inc.

Toll free: 1-800-325-3535

www.sheraton.com

Shiseido

900 Third Ave. 

New York, NY 10022-4795

Toll free: 1-866-758-5966

: customerservice@shiseidousa.com

www.shiseido.com

Simmons Bedding Company

Consumer Services

One Concourse Pkwy., Suite 800

Atlanta, GA 30328

Toll free: 1-877-399-9397

: customerassistance@simmons.com

www.simmons.com

Slim-Fast Foods Company

See: Unilever

Toll free: 1-800-754-6327

www.slimfast.com

Smithfield Foods

111 Commerce St.

Smithfield, VA 23430

Toll free: 1-855-411-7675

www.smithfield.com

Snackworks

See: Mondelez International

www.snackworks.com

Sonesta International Hotels 

Corporation

255 Washington St.

Newton, MA 02458

Toll free: 1-800-766-3782

www.sonesta.com

Sony Corporation of America

550 Madison Ave.

New York, NY 10022

239-768-7547 (Consumer Eletronics)

Toll free: 1-800-345-7669 (Playstation)

www.sony.com

Southwest Airlines

Customer Relations

PO Box 36647-1CR

Dallas, TX 75235

214-932-0333

Toll free: 1-800-435-9792

TTY: 1-800-533-1305

www.southwest.com

Spirit Airlines

2800 Executive Way

Miramar, FL 33025

801-401-2222

TTY: 1-800-955-8771

: support@spirit.com

www.spiritair.com

The Sports Authority, Inc.

Customer Service

1050 W. Hampden Ave.

Englewood, CO 80110

Toll free: 1-800-360-8721

: customerservice@

thesportsauthority.com

www.sportsauthority.com

Sprint 

KSOPHT0101-Z4300

6391 Sprint Pkwy.

Overland Park, KS 66251-4300

Toll free: 1-844-665-6327 (Mobile 

Phones)

Toll free: 1-877-877-8748 (Wireline 

Service)

www.sprint.com/consumerinfo

Stanley Black & Decker, Inc. 

1000 Stanley Dr.

New Britain, CT 06053

Toll free: 1-800-544-6986 

www.stanleyblackanddecker.com

Staples, Inc.

Consumer Affairs

500 Staples Dr.

Framingham, MA 01702

Toll free: 1-800-333-3330

www.staples.com

Starbucks

Customer Service

PO Box 6363

Dover, DE 19905-6363

Toll free: 1-800-782-7282

www.starbucks.com

Starwood Hotels & Resorts 

Worldwide, Inc. 

Consumer Affairs 

PO Box 6020

Lancaster, CA 93539-6020

Toll free: 1-800-328-6242

: customercare@starwoodhotels.

com

www.starwoodhotels.com

State Farm

Customer Service

One State Farm Plaza

Bloomington, IL 61710

309-766-2311

Toll free: 1-800-782-8332

www.statefarm.com

SteinMart

1200 Riverplace Blvd., 5th Floor

Jacksonville, FL 32207

Toll free: 1-888-783-4662

www.steinmart.com

Stop & Shop Supermarket 

Company, Inc.

Customer Service

1385 Hancock St.

Quincy, MA 02169

Toll free: 1-800-767-7772

www.stopandshop.com

StubHub, Inc.

199 Fremont St., Floor 4

San Francisco, CA 94105

Toll free: 1-866-788-2482

: customerservice@stubhub.com

www.stubhub.com

Subway

325 Bic Dr.

Milford, CT 06461

Toll free: 1-800-888-4848

www.subway.com

Suntrust

PO Box 85024

Richmond, VA 23285-5024

Toll free: 1-800-786-8787

TTY: 1-800-854-8965

www.suntrust.com

T

Taco Bell

Customer Relations

1 Glen Bell Way

Irvine, CA 92618

Toll free: 1-800-822-6235

www.tacobell.com

Talbots

Customer Service

One Talbots Dr.

Hingham, MA 02043

781-741-4028

Toll free: 1-800-992-9010

TTY: 1-800-624-9179

www.talbots.com

CORPORATE CONSUMER CONTACTS
86 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Target Stores 

Guest Relations and Quality Assurance

PO Box 9350

Minneapolis, MN 55440

Toll free: 1-800-440-0680

: guest.relations@target.com

www.target.com

TD Bank, N.A. 

PO Box 219

Lewiston, ME 04243-0219

Toll free: 1-888-937-1050

www.tdbank.com

TEAC America, Inc.

Customer Service

1834 Gage Rd.

Montebello, CA 90640

323-726-0303

: custser@teac.com

: dsvce@teac.com (Service and 

Repair)

www.teac.com

Teleflora

PO Box 60910

Los Angeles, CA 90060-0910

Toll free: 1-800-835-3356

: service@teleflora.com

www.teleflora.com

Terminix

See: Service Master Company

Toll free: 1-866-399-0453

: terminixcares@terminix.com

www.terminix.com

TGI Friday’s

Guest Relations

4201 Marsh Ln.

Carrollton, TX 75007

Toll free: 1-800-374-3297 

www.tgifridays.com

3M

Customer Relations

3M Center

St. Paul, MN 55144-1000

Toll free: 1-800-364-3577

www.3m.com

Thrifty Car Rental

Customer Service 2W2

PO Box 33167

Tulsa, OK 74153-1167

Toll free: 1-800-334-1705

www.thrifty.com

TicketMaster

Attn: Fan Support

1000 Corporate Landing

Charleston, WV 25311

Toll free: 1-800-653-8000

www.ticketmaster.com

Time Warner, Inc.

One Time Warner Center

New York, NY 10019

212-484-8000

www.timewarner.com

TJ Maxx

See: TJX Companies, Inc.

508-390-3000

Toll free: 1-800-926-6299

www.tjmaxx.com

TJX Companies, Inc.

770 Cochituate Rd.

Framingham, MA 01701

508-390-1000

Toll free: 1-800-926-6299 (TJ Maxx)

Toll free: 1-800-888-0776 (Home Goods)

Toll free: 1-888-627-7425 (Marshalls)

www.tjx.com

T-Mobile Wireless

Customer Relations

PO Box 37380

Albuquerque, NM 87176-7380

Toll free: 1-877-453-1304 (Customer Care)

Toll free: 1-800-866-2453 (Product 

Questions)

TTY: 1-877-296-1018

www.tmobile.com

The Toro Company 

Customer Care

8111 Lyndale Ave., S

Bloomington, MN 55420

Toll free: 1-888-384-9939

www.toro.com

Toshiba America

Digital Products Division

9740 Irvine Blvd.

Irvine, CA 92618-1697

949-461-4510

Toll free: 1-800-618-4444 (Customer 

Support)

Toll free: 1-800-631-3811 (TVs)

Toll free: 1-800-457-7777 (Computers)

: customerservice@ToshibaDirect.

com

www.toshiba.com/us

Toys ‘R Us

Guest Relations

One Geoffrey Way

Wayne, NJ 07470

973-617-3500

Toll free: 1-800-869-7787

: contactus@toysrus.com 

www.toysrus.com

Trader Joe’s

PO Box 5049

Monrovia, CA 91016

626-599-3817

www.traderjoes.com

Trane

Consumer Relations

20 Corporate Woods Dr.

Bridgeton, MO 63044

Toll free: 1-800-945-5884

www.trane.com

TransUnion, LLC

Consumer Solutions

PO Box 2000

Chester, PA 19022

Toll free: 1-800-888-4213 (Obtain a 

Report)

Toll free: 1-800-916-8800 (Disputes)

Toll free: 1-800-680-7289 (Frauds)

www.transunion.com

Travelers Companies, Inc.

Consumer Affairs

One Tower Square 8MS

Hartford, CT 06183

Toll free: 1-866-336-2077 (Customer 

Advocacy)

Toll free: 1-800-252-4633 (Claim Inquiry)

www.travelers.com

Travelocity.com LP

Customer Care

11603 Crosswinds Way, Suite 125

San Antonio, TX 78233

Toll free: 1-855-201-7800

Toll free: 1-877-815-5446 (Cruises)

TTY: 1-800-555-7585

www.travelocity.com

Travelodge

PO Box 4090 

Aberdeen, SD 57401

Toll free: 1-800-835-2424

www.travelodge.com

Travel Zoo 

590 Madison Ave.

New York, NY 10022

Toll free: 1-877-665-0000

www.travelzoo.com

True Value Company

Customer Service

8600 W. Bryn Mawr Ave.

Chicago, IL 60631

Toll free: 1-877-502-4641

www.truevalue.com

TruGreen Lawn Care

See: Service Master Company

860 Ridge Lake Blvd.

Memphis, TN 38120

Toll free: 1-877-905-5147

: customercare@trugreenmail.com

www.trugreen.com
 SOCAP International Member 2015 Consumer Action Handbook 87

CORPORATE CONSUMER CONTACTS

24 Hour Fitness

Member Services

PO Box 2689

Carlsbad, CA 92018

www.24hourfitness.com

Twitter.com

1355 Market St., Suite 900

San Francisco, CA 94103

www.twitter.com

Tyson Foods 

Consumer Relations CP631

PO Box 2020

Springdale, AR 72765-2020

Toll free: 1-800-233-6332

: comments@tyson.com

www.tyson.com

U

Uber

Customer Support

1455 Market St.

San Francisco, CA 94103

: support@uber.com

www.uber.com

U-Haul International

Customer Service

2727 N. Central Ave.

Phoenix, AZ 85004

Toll free: 1-800-789-3638 

www.uhaul.com

Under Armour, Inc.

Customer Service

1020 Hull St.

Baltimore, MD 21230

Toll free: 1-888-727-6687

www.underarmour.com

Uniden America Corporation

Customer Service

3001 Gateway Dr., Suite 130

Irving, TX 75038

817-858-3300

Toll free: 1-800-297-1023

TTY: 1-800-874-9214

www.uniden.com

Unilever t

Consumer Services

920 Sylvan Ave.

Englewood Cliffs, NJ 07632

Toll free: 1-800-298-5018

www.unilever.com

Uniroyal Tires

Consumer Care Department

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-877-458-5878

www.uniroyal.com

United Airlines

Customer Care

900 Grand Plaza NHCCR

Houston, TX 77067-4323

Toll free: 1-800-864-8331

Toll free: 1-800-335-2247 (Baggage)

Toll free: 1-877-624-2660 (Post-travel 

Feedback)

TTY: 1-800-323-0170

www.ual.com

United Healthcare 

Customer Service

PO Box 29675

Hot Springs, AR 71903-9802

Toll free: 1-866-633-2446

www.uhc.com

United Parcel Service (UPS)

Customer Service

55 Glenlake Pkwy., NE

Atlanta, GA 30328

Toll free: 1-800-742-5877

TTY: 1-800-833-0056

www.ups.com

United Van Lines, Inc.

Claims Department

One United Dr.

Fenton, MO 63026

Toll free: 1-800-948-4885

Toll free: 1-800-325-9970 (Claims)

www.unitedvanlines.com

Uno Chicago Grill

100 Charles Park Rd.

Boston, MA 02132

617-323-9200

: mail@unos.com

www.unos.com

USAA Federal Savings Bank

10750 McDermott Fwy.

San Antonio, TX 78288-9876

210-531-8722

Toll free: 1-800-531-8722

www.usaa.com

US Airways

Customer Relations

4000 E. Sky Harbor Blvd.

Phoenix, AZ 85034

480-693-0800

Toll free: 1-800-428-4322

TTY: 1-800-245-2966

www.usairways.com

US Bancorp

US Bancorp Center

800 Nicollet Mall

Minneapolis, MN 55402

Toll free: 1-800-872-2657

TTY: 1-800-685-5065

www.usbank.com

V

Vera Bradley 

Customer Service

11222 Stonebridge Rd.

Roanoke, IN 46783

Toll free: 1-888-855-8372

: customercare@verabradley.com

www.verabradley.com

Verizon Communications, Inc. 

PO Box 11328

St. Petersburg, FL 33733

Toll free: 1-800-837-4966

TTY: 1-800-974-6006

www.verizon.com

Viking Cruises

Customer Service

5700 Canoga Ave.

Woodland Hills, CA 91367

Toll free: 1-855-338-4546

www.vikingcruises.com

Virgin Atlantic Airways, Ltd.

PO Box 570

Canton, MA 02021

Toll free: 1-888-747-7474

: customer.relations.us@fly.virgin.

com

www.virgin-atlantic.com

Virgin Mobile USA, LLP

Customer Resolutions

PO Box 4600

Reston, VA 20195

Toll free: 1-888-322-1122

www.virginmobileusa.com

Visa USA, Inc.

(Contact your issuing bank first)

PO Box 194607

San Francisco, CA 94119-4607

Toll free: 1-800-847-2911

: AskVisaUSA@visa.com

www.visa.com

Vonage

Customer Care

23 Main St.

Holmdel, NJ 07733

Toll free: 1-866-243-4357

www.vonage.com

The Vons Companies, Inc.

See: Safeway, Inc.

Toll free: 1-877-723-3929

www.vons.com

Voya Financial, Inc.

230 Park Ave.

New York, NY 10169

Toll free: 1-800-262-3862 (Retirement 

Plans)

Toll free: 1-877-886-5050 (LIfe Insurance)

www.voya.com

CORPORATE CONSUMER CONTACTS
88 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

W

Wakefern Food Corporation 

Customer Service

PO Box 7812 

Edison, NJ 08818

908-527-3300

www.wakefern.com

Walgreens 

Consumer Relations

200 Wilmot Rd.

Deerfield, IL 60015

Toll free: 1-800-925-4733 (In-Store)

Toll free: 1-877-250-5823 (Online)

www.walgreens.com

Wal-Mart Stores, Inc. 

Customer Service

850 Cherry Ave.

San Bruno, CA 94066

Toll free: 1-800-925-6278

Toll free: 1-800-966-6546 (Website 

Questions)

www.wal-mart.com

Wegman’s Food Markets

Consumer Affairs

1500 Brooks Ave.

PO Box 30844

Rochester, NY 14603-0844

Toll free: 1-800-934-6267

www.wegmans.com

Weight Watchers International

Corporate Affairs

675 Sixth Ave., 6th Floor

New York, NY 10010

Toll free: 1-800-651-6000

www.weightwatchers.com

Wells Fargo Company 

Customer Service 

PO Box 560948

Charlotte, NC 28256

Toll free: 1-800-869-3557 (General)

TTY: 1-800-877-4833

www.wellsfargo.com

Wendy’s Group

One Dave Thomas Blvd.

Dublin, OH 43017

Toll free: 1-888-624-8140

: Consumer.Relations@wendys.com

www.wendys.com

Western Union Financial 

Services, Inc.

Customer Advocate Department

PO Box 6036

Englewood, CO 80112

Toll free: 1-800-325-6000

TTY: 1-800-877-8973

: customeradvocatedept@

westernunion.com

www.westernunion.com

Westin

See: Starwood Hotels & Resorts 

Worldwide, Inc.

Toll free: 1-800-937-8461

www.westin.com

Whirlpool Corporation

Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll free: 1-866-698-2538

Toll free: 1-800-344-1274 (Maytag)

Toll free: 1-800-422-1230 (KitchenAid)

www.whirlpool.com

Whitewave Foods 

Consumer Affairs

12002 Airport Way

Broomfield, CO 80021

Toll free: 1-800-878-9762 (Land O’ Lakes)

Toll free: 1-888-820-9283 (Silk)

www.whitewave.com

Whole Foods Markets, Inc.

Customer Service

550 Bowie St.

Austin, TX 78703-4644

512-542-0878

www.wholefoods.com

W Hotels

See: Starwood Hotels & Resorts 

Worldwide, Inc.

www.whotels.com

Williams-Sonoma, Inc.

Customer Service

3250 Van Ness Ave.

San Francisco, CA 94109

Toll free: 1-877-812-6235

: customerservice@williamssonoma.com

www.williams-sonoma.com

Wrangler

Consumer Relations

105 Corporate Center Blvd.

Greensboro, NC 27408

Toll free: 1-888-784-8571

www.wrangler.com

Wyndham Hotel Group

Customer Service

1910 8th Ave. NE

Aberdeen, SD 57401

Toll free: 1-800-347-7559

www.wyndhamworldwide.com

X

Xbox

See: Microsoft Corporation

Toll free: 1-800-469-9269

TTY: 1-866-740-9269

www.xbox.com

Y

Yahoo! Online

Customer Care

701 First Ave.

Sunnyvale, CA 94089

408-349-5070 

www.yahoo.com

Yokohama Tire USA 

Consumer Affairs

1 MacArthur Pl., Suite 800

Santa Ana, CA 92707

Toll free: 1-800-722-9888

www.yokohamatire.com

YUM! Brands, Inc.

Customer Relations

1441 Gardiner Ln.

Louisville, KY 40213

Toll free: 1-800-225-5532 (KFC)

Toll free: 1-800-948-8488 (Pizza Hut) 

Toll free: 1-800-822-6235 (Taco Bell)

www.yum.com

Z

Zappos.com

Customer Loyalty

400 E. Stewart Ave. 

Las Vegas, NV 89101

Toll free: 1-800-927-7671

: cs@zappos.com

www.zappos.com

Zipcar

35 Thomson Pl.

Boston, MA 02210

Toll free: 1-866-494-7227

: info@zipcar.com

www.zipcar.com
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 89

FEDERAL AGENCIES

Commission on Civil Rights

Public Affairs Unit

1331 Pennsylvania Ave., NW, Suite 1150

Washington, DC 20425

202-376-8591

202-376-8128 (Publications)

Toll free: 1-800-552-6843 (Complaint Referrals)

TTY: 1-800-877-8339 (Nationwide Complaint Referral)

: referrals@usccr.gov

www.usccr.gov

The U.S. Commission on Civil Rights is an independent, 

bipartisan agency charged with monitoring federal civil rights 

enforcement. The agency’s complaint referral services help 

to place you in contact with an office that can help you file a 

discrimination complaint.

Consumer Financial Protection Bureau (CFPB)

Consumer Help

PO Box 4503

Iowa City, IA 52244

Toll free: 1-855-411-2372

TTY: 1-855-729-2372

: info@consumerfinance.gov

www.consumerfinance.gov

The CFPB ensures that financial products and services 

work for consumers. The Bureau provides educational 

materials and accepts complaints. It also supervises banks, 

lenders, credit unions, as well as non bank entities and 

products, such as credit reporting agencies, debt collection 

companies, prepaid cards, credit and debt repair services, 

pawn shops, and title loan companies. The CFPB also makes 

loan disclosures clearer so consumers can understand their 

rights and responsibilities.

Consumer Product Safety Commission (CPSC)

4330 East West Hwy.

Bethesda, MD 20814

301-504-7923

Toll free: 1-800-638-2772 (8:00 am - 5:30 pm, ET)

TTY: 301-595-7054

www.cpsc.gov

www.recalls.gov (Government Recalls)

www.saferproducts.gov (Report incidents, injuries or 

safety concerns)

www.cpsc.gov/es/SeguridadConsumidor (in Spanish)

The CPSC protects the public from unreasonable risks of 

serious injury or death from thousands of types of consumer 

products under its jurisdiction, including products that pose 

a fire, electrical, chemical, or mechanical hazard.

Department of Agriculture (USDA)

Center for Nutrition Policy and Promotion (CNPP)

3101 Park Center Dr., 10th Floor

Alexandria, VA 22302-1594

703-305-7600

www.cnpp.usda.gov

www.choosemyplate.gov (Dietary Guidelines)

www.nutrition.gov (Nutrition information)

The CNPP develops and promotes dietary guidance to 

improve the health and well-being of consumers.

Food and Nutrition Service (FNS)

3101 Park Center Dr.

Alexandria, VA 22302

www.fns.usda.gov

www.fns.usda.gov/forms (Library of forms for food 

assistance programs)

FNS provides children and low-income people access to 

food, a healthful diet, and nutrition education. The agency 

manages several programs, including Supplemental 

Nutrition Assistance Program (SNAP), school meals, and 

Women, Infants and Children (WIC).

Meat and Poultry Hotline

Food Safety and Inspection Service

1400 Independence Ave., SW

Washington, DC, DC 20250-3700

Toll free: 1-888-674-6854 (10:00 am - 4:00 pm, ET)

: mphotline.fsis@usda.gov

www.fsis.usda.gov

This hotline prevents foodborne illness by answering 

questions about the safe storage, handling, and preparation 

of meat, poultry, and egg products.

National Institute of Food and Agriculture (NIFA) 

1400 Independence Ave., SW

Mail Stop 2201

Washington, DC 20250-2201

202-720-4423

www.nifa.usda.gov/Extension/index.html (Find local 

Cooperative Extension offices)

www.nifa.usda.gov

www.extension.org (Information from extension 

educators).

NIFA shares research-based information on health, nutrition, 

and personal finance topics through a network of county 

extension offices. The educators in extension offices 

conduct workshops, create, and distribute publications. 

Check the county government listings in your local telephone 

directory to find your local Cooperative Extension office.

FEDERAL AGENCIES

Contact Federal Agencies

Many federal agencies have enforcement and/or 

complaint-handling duties for products and services 

used by the general public. Others act for the benefit 

of the public, but do not resolve individual consumer 

problems. Agencies also create printed publications, 

and websites that may be helpful when making purchase 

decisions or dealing with consumer problems. Some 

agencies provide timely information to citizens through 

profile pages and videos on social media outlets, blogs, 

text messages, and news feeds. Call toll free 1-844-872-

4681 to get help determining the right agency to contact.
90 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

Department of Commerce (DOC)

Seafood Inspection Program

1315 East West Hwy.

Silver Spring, MD 20910

301-427-8300

Toll free: 1-800-422-2750

: NMFS.Seafood.Services@noaa.gov

www.seafood.nmfs.noaa.gov

www.fishwatch.gov (Choosing seafood)

NOAA oversees fisheries management in the United States 

and provides a voluntary inspection service to the industry. 

The Seafood Inspection Program offers consumer tips 

on purchasing, storing, and preparing seafood (fish and 

shellfish).

United States Patent and Trademark Office (USPTO)

PO Box 1450

Alexandria, VA 22313-1450

Toll free: 1-800-786-9199 (8:30 am - 8:00 pm, ET)

TTY: 1-800-877-8339

: usptoinfo@uspto.gov

www.uspto.gov

The USPTO grants patents for intellectual property and 

trademarks for brand names symbols, protecting the rights of 

inventors and designers.

Department of Education (ED)

The Education Publications Center (EDPUBS)

PO Box 22207

Alexandria, VA 22304

Toll free: 1-877-433-7827 (9:00 am - 6:00 pm, ET, English and 

Spanish)

TTY: 1-877-576-7734

: edpubs@edpubs.ed.gov

www.edpubs.gov

EDPUBS helps consumers order free publications and 

resources from the U.S. Department of Education.

Federal Student Aid Information Center

PO Box 84

Washington, DC 20044-0084

319-337-5665

Toll free: 1-800-433-3243 (English and Spanish)

Toll free: 1-800-621-3115 (Defaulted Loans)

Toll free: 1-800-557-7392 (Loan Consolidation)

TTY: 1-800-730-8913 (English and Spanish)

TTY: 1-877-825-9923 (Defaulted Loans)

TTY: 1-800-557-7395 (Loan consolidation)

: FederalStudentAidCustomerService@ed.gov

www.studentaid.ed.gov

Federal Student Aid provides grants, work-study, and federal 

loans for students attending career schools, colleges, and 

universities. Visit the website to learn how to plan and pay for 

postsecondary education, apply for federal student aid, and 

repay student loans.

Office for Civil Rights (OCR)

400 Maryland Ave., SW

Washington, DC 20202-1100

202-245-6100

Toll free: 1-800-421-3481

: ocr@ed.gov

www.ed.gov/ocr

The OCR ensures equal access to education and resolves 

complaints of discrimination.

Office of Career, Technical, and Adult Education 

(OCTAE)

400 Maryland Ave., SW

Washington, DC 20202-7100

202-245-7700

Toll free: 1-800-872-5327 (Multiple languages)

: octae@ed.gov

www2.ed.gov/about/offices/list/ovae/index.html

OCTAE administers and coordinates programs that are 

related to adult education and literacy, career and technical 

education, and community colleges.

Office of Postsecondary Education (OPE)

1990 K St., NW

Washington, DC 20006

202-502-7750

www2.ed.gov/about/offices/list/ope/index.html

www.ope.ed.gov/accreditation

OPE develops programs to increase access to postsecondary 

education. This office works with state accreditation agencies 

to recognize institutions of higher learning that provide quality 

education, and provides a searchable database of accredited 

postsecondary institutions and programs.

Office of Special Education and Rehabilitative 

Services (OSERS)

400 Maryland Ave., SW

Washington, DC 20202-7100

202-245-7468

Toll free: 1-800-872-5327 (Multiple languages)

www2.ed.gov/about/offices/list/osers/index.html

OSERS provides resources to parents and individuals, school 

districts and states in three main areas: special education, 

vocational rehabilitation, and research.

Department of Energy (DOE)

Public Affairs

1000 Independence Ave., SW

Washington, DC 20585

202-586-5575

Toll free: 1-800-342-5363

TTY: 1-800-877-8339

www.energy.gov/public-services

Energy Efficiency and Renewable Energy (EERE)

Department of Energy, Office of the Assistant Secretary

1000 Independence Ave., SW, Mail Stop EE-1

Washington, DC 20585

202-586-9220

: eereic@ee.doe.gov

energy.gov/eere/office-energy-efficiency-renewableenergy
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EERE provides tips and information on products, services, 

rebates, and tax credits on ways to save money and energy.

Department of Health and Human Services 

(HHS)

AIDS.gov

200 Independence Ave., SW

Room 443H

Washington, DC 20201

: contact@aids.gov

www.aids.gov

AIDS.gov works to increase knowledge about HIV/AIDs and 

access to services for people at-risk for or living with HIV.

Centers for Disease Control and Prevention (CDC)

1600 Clifton Rd.

Atlanta, GA 30329-4027

Toll free: 1-800-232-4636 (24 hrs./7 days a week, in English and 

Spanish)

TTY: 1-888-232-6348

: cdcinfo@cdc.gov

www.cdc.gov

www.cdc.gov/spanish (in Spanish)

www.cdc.gov/std (Sexually transmitted disease 

resources)

www.cdc.gov/std/Spanish (Sexually transmitted disease 

resources, in Spanish)

www.cdc.gov/hiv (HIV and AIDs research and resources)

www.cdc.gov/hiv/spanish (HIV and AIDs research and 

resources, in Spanish)

As the nation’s health protection agency, CDC protects the 

country from health, safety, and security threats. The CDC 

also promotes healthy behaviors and communities. The CDC 

conducts research and provides resources for people that 

live with HIV, AIDS, and sexually transmitted diseases.

Flu.gov

www.flu.gov

Flu.gov provides information about the flu, symptoms and 

treament, and where to get vaccinations.

Health Resources and Services Administration (HRSA)

5600 Fishers Ln.

Rockville, MD 20857

Toll free: 1-888-275-4772 (8:00 am - 8:00 pm, ET)

TTY: 1-877-489-4772

: ask@hrsa.gov

www.hrsa.gov

findahealthcenter.hrsa.gov/Search_HCC.aspx (Find a 

local health center)

HRSA improves access to health care services for people 

that are geographically isolated, or economically and 

medically vulnerable.

HHS-TIPS Fraud Hotline

Office of Inspector General

Attn: OIG Hotline Operations

PO Box 23489

Washington, DC 20026

Toll free: 1-800-447-8477

TTY: 1-800-377-4950

www.oig.hhs.gov

www.stopmedicarefraud.gov (Report Medicare Fraud)

The Office of Inspector General (OIG) protects the integrity 

of HHS programs, as well as the health and welfare of those 

programs’ beneficiaries.

National Health Information Center (NHIC)

1101 Wootton Pkwy., Suite LL100

Rockville, MD 20852

240-453-8280

: nhic@hhs.gov

www.health.gov/nhic

www.healthfinder.gov (Tools for healthy living)

www.healthfinder.gov/espanol (in Spanish)

NHIC is a health information referral service that links 

consumers and health professionals with organizations 

that are best able to provide answers to their health-related 

questions.

Office for Civil Rights (OCR)

200 Independence Ave., SW

Room 509F, HHH Building

Washington, DC 20201

Toll free: 1-800-368-1019

TTY: 1-800-537-7697

: OCRMail@hhs.gov

www.hhs.gov/ocr

OCR helps to protect you from discrimination in certain 

health care and social service programs, as well as protects 

the privacy of your health information.

Substance Abuse and Mental Health Services 

Administration (SAMHSA)

1 Choke Cherry Rd.

Rockville, MD 20857

Toll free: 1-877-726-4727

TTY: 1-800-487-4889

: SAMHSAInfo@samhsa.hhs.gov

www.samhsa.gov

SAMHSA helps people that live with mental illness or are 

dealing with substance abuse. The agency works to connect 

mental health professionals and treatment centers with 

people that need their services through a referral hotline and 

an online treatment center locator.

Vaccines.gov

www.vacines.gov

Vaccines.gov provides information about vaccines, 

vaccinations, and immunizations through each stage of life. 

Administration for Children & Families (ACF)

370 L’Enfant Promenade, SW

Washington, DC 20447

www.acf.hhs.gov

The ACF funds state, territory, local, and tribal organizations 

to provide family assistance (welfare), child support, child 

care, Head Start, child welfare, and other programs relating 

to children and families.

Child Welfare Information Gateway

Administration for Children & Families (ACF)

Children’s Bureau / ACYF

1250 Maryland Ave., SW, 8th Floor

Washington, DC 20024

Toll free: 1-800-394-3366 (9:30 am - 5:30 pm, ET)

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92 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

: info@childwelfare.gov

www.childwelfare.gov

Child Welfare Information Gateway connects child welfare 

and related professionals to comprehensive information and 

resources to help protect children and strengthen families.

National Runaway Safeline (NRS)

3080 N. Lincoln Ave.

Chicago, IL 60657

773-880-9860

Toll free: 1-800-786-2929 (24 hrs./7 days a week)

www.1800runaway.org

NRS helps keep America’s runaway and at-risk youth safe 

and off the streets. The organization serves as the federally 

designated national communication system for runaway and 

homeless youth.

Office of Child Support Enforcement (OCSE)

Administration for Children & Families (ACF)

370 L’Enfant Promenade, SW

Washington, DC 20447

202-401-9373

: ocsehotline@acf.hhs.gov

www.acf.hhs.gov/programs/css

The OCSE assures that assistance in obtaining support 

(both financial and medical) is available to children by 

locating parents, establishing paternity and support 

obligations, and enforcing those obligations.

Administration for Community Living (ACL)

Administration on Aging (AoA)

1 Massachusetts Ave., NW

Washington, DC 20001

202-619-0724

: aclinfo@acl.hhs.gov

www.aoa.gov

The Administration on Aging promotes the well-being 

of older individuals by providing services and programs 

designed to help them live independently in their homes and 

communities.

Eldercare Locator

Toll free: 1-800-677-1116 (M-F, 9:00 am - 8:00 pm, ET)

TTY: 1-800-677-1116

: eldercarelocator@n4a.org

www.eldercare.gov

The Eldercare Locator is the first step to finding resources 

for older adults in any U.S. community. It is a free national 

service of the Administration on Aging that provides an 

instant connection to resources that enable older persons to 

live independently in their communities and offers support 

for caregivers. The Eldercare Locator is administered by The 

National Association of Area Agencies on Aging (n4a).

Centers for Medicare & Medicaid Services (CMS)

Office of External Affairs

7500 Security Blvd.

Baltimore, MD 21244

www.cms.gov

Health Insurance Marketplace

Toll free: 1-800-318-2596 (24 hrs./7 days a week)

TTY: 1-855-889-4325

www.healthcare.gov

www.cuidadodesalud.gov (in Spanish)

The Health Insurance Marketplace helps uninsured people 

enroll in a health insurance plan. Use this office’s website to 

understand how the marketplace works, criteria for applying 

for insurance, and how to lower your costs and to apply for 

insurance coverage.

Center for Medicaid and CHIP Services (CMCS)

Toll free: 1-877-267-2323

www.medicaid.gov

www.insurekidsnow.gov (Health insurance for children)

Medicaid and Child Health Insurance Programs (CHIP) 

provide health insurance for people with lower incomes, 

children, pregnant women, the elderly, and people with 

disabilities. Eligibility is determined by each state.

Medicare Service Center

Toll free: 1-800-633-4227

TTY: 1-877-486-2048

www.medicare.gov

www.mymedicare.gov (Personalized Medicare benefits)

Medicare is a government sponsored health care program 

for people that are 65 years old, some younger people 

with disabilities, and those with permanent kidney failure. 

The Medicare Service Center answers your questions 

about Medicare topics, manages your orders of Medicare 

publications, provides detailed information about the 

Medicare managed care plans in your area, and helps locate 

health care providers that participate in Medicare.

Food and Drug Administration (FDA)

10903 New Hampshire Ave.

Silver Spring, MD 20993-0002

Toll free: 1-888-463-6332

www.fda.gov/forconsumers 

www.fda.gov

The FDA is responsible for protecting the public health by 

assuring the safety, efficacy, and security of human and 

veterinary drugs, biological products, medical devices, our 

nation’s food supply, cosmetics, and products that emit 

radiation. The FDA also provides accurate, science-based 

health information to the public.

Center for Food Safety and Applied Nutrition (CFSAN)

Food and Drug Administration (FDA)

Outreach and Information Center

5100 Paint Branch Pkwy.

HFS 009

College Park, MD 20740

Toll free: 1-888-723-3366 (M-F, 10:00 am - 4:00 pm, ET)

: consumer@fda.gov

www.fda.gov/Food

The CFSAN Information Line is a general information line for 

questions pertaining to food safety and applied nutrition.
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Center for Tobacco Products (CTP)

Food and Drug Administration (FDA)

10903 New Hampshire Ave.

Silver Spring, MD 20993-0002

Toll free: 1-877-287-1373 (9:00 am - 4:00 pm, ET)

www.fda.gov/tobaccoproducts

The CTP sets standards for tobacco products and label 

requirements, and enforces advertising restrictions.

National Institutes of Health (NIH)

9000 Rockville Pike

Bethesda, MD 20892

301-496-4000

TTY: 301-402-9612

: NIHinfo@od.nih.gov

www.nih.gov

www.salud.nih.gov (in Spanish)

NIH is the primary federal agency for conducting and 

supporting medical research and its application to enhance 

health, lengthen life, and reduce illness and disability.

AIDSinfo

National Institutes of Health (NIH)

PO Box 4780

Rockville, MD 20849-6303

301-315-2816

Toll free: 1-800-448-0440 (1:00 pm - 4:00 pm, ET, English and 

Spanish)

TTY: 1-888-480-3739

: contactus@aidsinfo.nih.gov

aidsinfo.nih.gov

infosida.nih.gov (in Spanish)

AIDSinfo offers the latest federally approved information 

on HIV/AIDS clinical research, treatment and prevention, 

and medical practice guidelines for people living with HIV/

AIDS, their families, health care providers, scientists, and 

researchers.

National Institute of Allergy and Infectious Diseases 

(NIAID)

National Institutes of Health (NIH)

5601 Fishers Ln., MSC 9806

Bethesda, MD 20892-9806

301-496-5717

Toll free: 1-866-284-4107

TTY: 1-800-877-8339

: ocpostoffice@niaid.nih.gov

www.niaid.nih.gov

NIAID provides health information on allergic, infectious, 

and immunologic diseases. Diseases include food allergy, 

sinusitis, and genital herpes. Call or write the institute with 

questions, and order publications by phone or on the website.

National Cancer Institute (NCI)

National Institutes of Health (NIH)

BG 9609 MSC 9760

9609 Medical Center Dr.

Bethesda, MD 20892-9760

Toll free: 1-800-422-6237 (M-F, 8:00 am - 8:00 pm, ET, English 

and Spanish)

: cancergovstaff@mail.nih.gov

www.cancer.gov

www.cancer.gov/espanol (in Spanish)

NCI’s National Cancer Program conducts and supports 

research, training, health information dissemination. It 

also provides programs that address the cause, diagnosis, 

prevention, treatment, and rehabilitation from cancer. The 

NCI also focuses on the continuing care of cancer patients 

and their families.

National Institute of Mental Health (NIMH)

National Institutes of Health (NIH)

6001 Executive Blvd.

Room 6200, MSC 9663

Bethesda, MD 20892-9663

301-443-4513

Toll free: 1-866-615-6464 (8:30 am - 5:00 pm, ET)

TTY: 301-443-8431, 1-866-415-8051

: nimhinfo@nih.gov

www.nimh.nih.gov

NIMH is the federal agency that conducts and supports 

research that seeks to understand, treat, and prevent mental 

illness. Contact NIMH for information on the symptoms, 

diagnosis and treatment of mental disorders, clinical trials 

and research. A publication ordering system is available on 

the NIMH website. 

Department of Homeland Security (DHS)

245 Murray Ln., SW

Washington, DC 20528-0075

202-282-8000

202-282-8495 (Comment Line)

www.dhs.gov

www.dhs.gov/en-espanol (in Spanish)

The Department’s missions include preventing terrorism and 

enhancing security; managing our borders, administering 

immigration laws, securing cyberspace, and ensuring 

disaster resilience.

Transportation Security Administration (TSA)

601 S. 12th St.

TSA-9

Arlington, VA 20598-6009

Toll free: 1-866-289-9673 (M-F, 8:00 am - 11:00 pm, ET, SatSun/holidays 9:00 am - 8:00 pm, ET)

: TSA-ContactCenter@dhs.gov

www.tsa.gov

The TSA can assist you with questions or concerns about 

travel tips, permitted and prohibited items, and information 

on filing a claim for items that were damaged or lost during a 

TSA screening.

U.S. Citizenship and Immigration Services (USCIS)

Information and Customer Service Division

111 Massachusetts Ave., NW

MS 2260

Washington, DC 20529-2260

Toll free: 1-800-375-5283 (M-F, 8:00 am - 8:00 pm, ET)

TTY: 1-800-767-1833

www.uscis.gov

www.uscis.gov/es (in Spanish)

The USCIS is responsible for processing immigration 

and naturalization applications, and establishing policies 

regarding immigration services.

FEDERAL AGENCIES
94 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

U.S. Computer Emergency Readiness Team (USCERT)

Attn: NPPD/CS&C/NCCIC/US-CERT

Mail Stop 0635

245 Murray Ln., SW Bldg. 410

Washington, DC 20598

Toll free: 1-888-282-0870

TTY: 1-888-232-6348

: info@us-cert.gov

www.us-cert.gov

US-CERT strives for a safer Internet by responding to major 

incidents and analyzing threats.

U.S. Customs and Border Protection (CBP)

1300 Pennsylvania Ave., NW

Washington, DC 20229

202-325-8000 (International callers)

Toll free: 1-877-227-5511 (General inquiries, M-F, 9:00 am - 4:00 

pm, ET)

TTY: 1-866-880-6582

www.cbp.gov

CBP prevents individuals from entering the country illegally 

or bringing harmful and illegal substances into the U.S. They 

also protect agricultural products from pests, and American 

businesses from theft of their intellectual property.

Federal Emergency Management Agency (FEMA)

500 C St., SW

Washington, DC 20472

Toll free: 1-800-621-3362

TTY: 1-800-462-7585

www.fema.gov

www.fema.gov/es (in Spanish)

www.ready.gov (Disaster Preparedness)

www.ready.gov/es (Disaster Preparedness, in Spanish)

FEMA supports citizens and emergency personnel to build, 

sustain, and improve the nation’s capability to prepare for, 

protect against, respond to, recover from, and mitigate all 

hazards.

FEMA Disaster Assistance

PO Box 10055

Hyattsville, MD 20782-8055

Toll free: 1-800-621-3362 (M-F, 7:00 am - 11:00 pm)

TTY: 1-800-462-7585

www.disasterassistance.gov

www.disasterassistance.gov/es (Disaster Assistance, in 

Spanish)

FEMA Disaster Assistance provides information about how 

you can get help before, during, or after a disaster and apply 

for assistance from the federal government. This office also 

provides information to help you prepare for, respond to, and 

recover from disasters.

National Flood Insurance Program (NFIP)

Federal Emergency Management Agency

500 C St., SW

Washington, DC 20472

Toll free: 1-888-379-9531

TTY: 1-800-720-1090

: FloodSmart@dhs.gov

www.floodsmart.gov

The NFIP offers flood insurance to homeowners, renters, and 

business owners if their community participates in the NFIP.

Department of Housing and Urban Development 

(HUD)

Office of Fair Housing and Equal Opportunity (FHEO)

451 7th St., SW Room 5204

Washington, DC 20410-2000

Toll free: 1-800-669-9777 (Complaints hotline, English and 

Spanish)

TTY: 1-800-927-9275

www.hud.gov/offices/fheo

www.hud.gov/complaints/housediscrim.cfm (File a 

complaint)

FHEO enforces federal laws and establishes policies that 

make sure all Americans have equal access to the housing of 

their choice. File a complaint with this office if you believe that 

you have been the victim of housing discrimination.

Department of Housing

451 7th St., SW

Washington, DC 20410

TTY: 202-708-1455

portal.hud.gov/portal/page/portal/HUD/program_

offices/housing

The Department of Housing provides public services through 

its nationally administered programs. It oversees the Federal 

Housing Administration mortgage insurance program and 

regulates the housing industry business.

Federal Housing Administration (FHA)

451 7th St., SW

Washington, DC 20410

Toll free: 1-800-225-5342 (English and Spanish)

TTY: 1-877-833-2483

: answers@hud.gov

portal.hud.gov/hudportal/HUD?src=/federal_

housing_administration

FHA provides mortgage insurance on single family, 

multifamily, and manufactured homes made by FHAapproved lenders.

Interstate Land Sales Division

451 7th St., SW, Room 9146

Washington, DC 20410

www.hud.gov/complaints/landsales.cfm

The Interstate Land Sales program protects consumers from 

fraud and abuse when buying or selling land from developers.

Office of Manufactured Housing Programs

Office of Regulatory Affairs and Manufactured Housing

451 7th St., SW, Room 9164

Washington, DC 20410-8000

202-708-6423

Toll free: 1-800-927-2891 (English and Spanish)

TTY: 202-708-1455

: mhs@hud.gov

www.hud.gov/mhs
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The Manufactured Housing Program is a consumer 

protection program that regulates the construction of 

factory-built or manufactured homes. HUD works with many 

states to respond to consumer complaints.

Department of the Interior (DOI)

Fish and Wildlife Service

1849 C St., NW

Washington, DC 20240

Toll free: 1-800-344-9453

www.fws.gov

The Fish and Wildlife Service works to conserve, protect and 

enhance fish, wildlife, and plants and their habitats.

National Park Service (NPS)

1849 C St., NW

Washington, DC 20240

202-208-6843 (Public Affairs routes all calls from here)

www.nps.gov

www.recreation.gov (Federal recreational activities and 

reservations)

NPS preserves the nation’s national parks and historic 

landmarks so that individuals may enjoy the natural 

environment for years to come.

Department of Justice (DOJ)

Americans with Disabilities Act (ADA) Information Line

950 Pennsylvania Ave., NW

Disability Rights Section–NYAV

Washington, DC 20530

Toll free: 1-800-514-0301 (M-W, and F, 9:30 am - 5:30 pm, ET, 

Th 12:30 pm - 5:30 pm, ET)

TTY: 1-800-514-0383

www.ada.gov

This service permits businesses, state and local 

governments, or others, to call and ask questions about 

general or specific ADA requirements including questions 

about the ADA Standards for Accessible Design.

U.S. Trustee Program

Executive Offices for U.S. Trustees

441 G St., NW, Suite 6150

Washington, DC 20530

202-307-1391

: ustrustee.program@usdoj.gov

www.justice.gov/ust

The Trustee Program protects the integrity of the Federal 

bankruptcy system. The program monitors the conduct 

of bankruptcy parties and private estate trustees. It also 

identifies and helps investigate bankruptcy fraud and abuse. 

This office also approves credit counseling agencies and 

debtor education providers, both of which are required for 

bankruptcy filers.

Department of Labor (DOL)

Employee Benefits Security Administration (EBSA)

Office of Participant Assistance

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-866-444-3272

TTY: 1-877-889-5627

www.dol.gov/ebsa

EBSA provides information and assistance on private sector, 

employer-sponsored retirement and health benefit plans. 

The agency educates plan participants, beneficiaries, and 

sponsors to ensure that they have access to documents and 

to help them understand their rights and responsibilities.

Job Corps

200 Constitution Ave., NW, Suite N4463

Washington, DC 20210

202-693-3000

Toll free: 1-800-733-5627

TTY: 1-877-889-5627

: national_office@jobcorps.gov

www.jobcorps.gov

Job Corps is a no-cost education and vocational training 

program that helps young people learn a career, earn a high 

school diploma or GED, and find employment.

National Contact Center

Toll free: 1-866-487-2365

TTY: 1-877-889-5627

www.dol.gov

The Department of Labor National Contact Center provides 

employees and employers with a reliable resource to receive 

consistent, accurate, and current information assistance for 

all DOL programs.

Office of Disability Employment Policy (ODEP)

200 Constitution Ave., NW, Room S1303

Washington, DC 20210

202-693-7880

Toll free: 1-866-633-7365

TTY: 1-877-889-5627

: odep@dol.gov

www.dol.gov/odep

ODEP creates policies to ensure that people with disabilities 

are fully integrated into the workforce.

Occupational Safety and Health Administration (OSHA)

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-800-321-6742

TTY: 1-877-889-5627

www.osha.gov

OSHA ensures safe and healthful working conditions by 

setting and enforcing standards and by providing training, 

outreach, education, and assistance.

Veterans’ Employment and Training Service (VETS)

200 Constitution Ave., NW, Room S1325

Washington, DC 20210

Toll free: 1-866-487-2365

TTY: 1-877-889-5627

www.dol.gov/vets

VETS provides resources to prepare and assist veterans and 

separating service members obtain meaningful careers and 

maximize their employment opportunities.

FEDERAL AGENCIES
96 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

Department of State (DOS)

National Passport Information Center (NPIC)

Toll free: 1-877-487-2778 (M-F, 8:00 am - 10:00 pm, ET)

TTY: 1-888-874-7793

: NPIC@state.gov

www.travel.state.gov

Contact the NPIC for information on U.S. passports, the 

status of pending applications, and the locations of the 

passport application acceptance facilities.

Overseas Citizens Services

Bureau of Consular Affairs

202-501-4444 (From overseas, M-F, 8:00 am - 8:00 pm, ET, 

except federal holidays).

202-647-4000 (After hours emergencies, Sundays, and 

holidays ask for the duty officer).

Toll free: 1-888-407-4747 (Emergencies and non-emergencies, 

M-F, 8:00 am - 8:00 pm, ET, except federal holidays).

www.travel.state.gov

Contact the State Department for help with emergencies and 

non-emergencies affecting private Americans abroad.

Visa Services

202-485-7600 (M-F, 8:30 am - 5:00 pm, ET)

: usvisa@state.gov

usvisas.state.gov

Contact Visa Services for information on U.S. visas for 

foreigners.

Department of Transportation (DOT)

Aviation Consumer Protection Division (ACPD)

1200 New Jersey Ave., SE

Washington, DC 20590

202-366-2220 (Airline Service Complaints)

Toll free: 1-800-778-4838 (Air Travelers with Disabilities 

Hotline)

TTY: 202-366-0511, 1-800-455-9880 (Air Travelers with 

Disabilities Hotline)

www.dot.gov/airconsumer/file-consumer-complaint

airconsumer.ost.dot.gov/spanish (in Spanish)

The ACPD receives complaints from members of the public 

regarding air travel consumer issues. It verifies compliance 

with the Department’s aviation consumer protection 

requirements and provides guidance to the industry and 

members of the public on consumer protection matters, like 

lost baggage, ticketing, or boarding.

Federal Aviation Administration (FAA)

800 Independence Ave., SW

Washington, DC 20591

Toll free: 1-866-835-5322

www.faa.gov

The FAA works to ensure that all air travel is safe.

Federal Motor Carrier Safety Administration (FMCSA)

1200 New Jersey Ave., SE

Suite W60-300

Washington, DC 20590

202-366-2519

Toll free: 1-800-832-5660 (Information Line)

www.fmcsa.dot.gov

www.protectyourmove.gov(Interstate moving 

information)

The FMCSA provides information about your rights when 

moving across state lines (interstate moves). Submit 

household goods commercial complaints, or dangerous 

safety violations involving a commercial truck or passenger 

bus, to this agency.

National Highway Traffic Safety Administration 

(NHTSA)

1200 New Jersey Ave., SE

West Building

Washington, DC 20590

Toll free: 1-888-327-4236 (Vehicle Safety Hotline)

TTY: 1-800-424-9153

www.nhtsa.dot.gov

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.

Department of the Treasury

Bureau of the Fiscal Service

1-800-304-3107 (Questions about debt owed to the U.S.)

1-800-826-9434 (Questions about payments)

www.fiscal.treasury.gov

www.treasurydirect.gov (Treasury Bonds)

This bureau operates the government’s collection and 

deposit systems, and borrows money through Treasury 

Direct. Contact them to purchase bonds or to check on the 

maturity of your bonds.

Internal Revenue Service (IRS)

Toll free: 1-800-829-1040 (Help for Individuals)

Toll free: 1-800-829-4933 (Help for Businesses)

TTY: 1-800-829-4059

www.irs.gov

www.irs.gov/uac/Contact-Your-Local-IRS-Office-1

(Find a local taxpayer assistance center)

The IRS is responsible for collecting taxes for the federal 

government and enforcing tax laws. Use their website to 

access resources and taxpayer assistance services, print tax 

forms and instructions, and check the status of your refund. 

Visit the Taxpayer Assistance Centers closest to you if your 

personal tax questions require face-to-face assistance.

MyRA

Toll free: 1-855-406-6972

TTY: 1-855-408-6972

: myra@treasury.gov

myRA.treasury.gov

MyRA is a savings account to help you save money for 

retirement., without fees or minimum deposit requirements.

Office of the Comptroller of the Currency (OCC)

Customer Assistance Group

1301 McKinney St., Suite 3450

Houston, TX 77010

Toll free: 1-800-613-6743 (M-F, 8:00 am - 8:00 pm, ET)

TTY: 713-658-0340

www.helpwithmybank.gov

The OCC charters, regulates, and supervises all national 

banks and federal savings associations. It also supervises the 
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FEDERAL AGENCIES

federal branches and agencies of foreign banks. OCC ensures 

that financial institutions operate in a safe and sound manner 

and in compliance with the laws requiring that consumers 

receive fair treatment and access to financial products.

United States Mint

Customer Service Center

1201 Elm St., Suite 400

Dallas, TX 75270

1-800-872-6468

TTY: 1-888-321-6468 (M-F, 8:30 am - 5:00 pm, ET)

www.usmint.gov

The Mint produces the coins that circulate throughout the 

U.S. They also produce special edition coinage that can be 

purchased for coin collections.

Department of Veterans Affairs (VA) t

810 Vermont Ave., NW

Washington, DC 20420

Toll free: 1-800-827-1000

TTY: 1-800-829-4833

www.va.gov

www.va.gov/directory (Find the VA facility in your area)

www.cem.va.gov (National Cemetery Administration)

www.benefits.va.gov/benefits (Veterans Benefits 

Administration)

www.va.gov/health (Veterans Health Administration)

The VA oversees and administers benefits for veterans 

and their families. Some programs include home loans, 

life insurance policies, financing education through the GI 

Bill, job training, health resources, and burials at veterans’ 

cemetries. For information about VA benefits, write, call or 

visit your nearest VA facility.

Environmental Protection Agency (EPA)

Energy Star Program

1200 Pennsylvania Ave., NW, Room 6202J

Washington, DC 20460

703-412-3086

Toll free: 1-888-782-7937 (M-F, 9:00 am - 5:00 pm, ET)

www.energystar.gov

The ENERGY STAR label is awarded to products for the 

home and office that are highly energy efficient. The program 

encourages the use of energy efficient products that both 

protect the environment and save consumers money.

Indoor Environments Division

1200 Pennsylvania Ave., NW

Mail Code 6609J

Washington, DC 20460

202-343-9370

www.epa.gov/iaq/index.html

This agency is a central source of information on indoor 

air quality. It is responsible for implementing the Indoor 

Environments Program, a voluntary (non-regulatory) program 

to address indoor air pollution.

National Pesticide Information Center (NPIC)

Oregon State University

310 Weniger Hall

Corvallis, OR 97331-6502

Toll free: 1-800-858-7378 (11:00 am - 3:00 pm, ET, Multiple 

languages)

: npic@ace.orst.edu

www.npic.orst.edu

NPIC is a service that provides objective, science-based 

information about a wide variety of pesticide-related 

subjects, including pesticide products, pesticide poisonings, 

toxicology, and environmental chemistry.

National Service Center for Environmental 

Publications (NSCEP)

PO Box 42419

Cincinnati, OH 45242-0419

Toll free: 1-800-490-9198

: nscep@bps-lmit.com

www.epa.gov/nscep

NSCEP distributes EPA’s publications to the public. 

Consumers can order copies by phone and mail or download 

digital versions of the publications.

Office of Pollution Prevention and Toxics (OPPT)

1200 Pennsylvania Ave., NW

Mail Code 7401-M

Washington, DC 20460

202-564-3810

: oppt.homepage@epa.gov

www.epa.gov/oppt

www.epa.gov/dfe (Design for the Environment Safer 

Product Labeling Program)

OPPT manages the risk of chemicals in the marketplace to 

keep pollutants out of the environment and

promotes environmental stewardship. OPPT creates tools 

and provides information to the public so they can properly 

store and dispose of chemical products.

Safe Drinking Water Hotline

1200 Pennsylvania Ave., NW

4606M

Washington, DC 20460

Toll free: 1-800-426-4791 (10:00 am - 4:00 pm, ET, English and 

Spanish)

www.epa.gov/safewater/hotline

The Office of Ground Water and Drinking Water helps 

protect public health by ensuring safe drinking water and 

protecting ground water.

Equal Employment Opportunity Commission 

(EEOC)

131 M St., NE

Washington, DC 20507

202-663-4900

Toll free: 1-800-669-4000

TTY: 202-663-4494

: info@eeoc.gov

www.eeoc.gov

The EEOC enforces laws that make discrimination illegal in 

the workplace. The commission oversees all types of work 

situations including hiring, firing, promotions, harassment, 

training, wages, and benefits.

FEDERAL AGENCIES
98 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

Federal Communications Commission (FCC)

Consumer and Governmental Affairs Bureau (CGB)

445 12th St., SW

Washington, DC 20554

Toll free: 1-888-225-5322 (English and Spanish)

TTY: 1-888-835-5322

: fccinfo@fcc.gov

www.fcc.gov/consumer-governmental-affairs-bureau

CGB serves as the public face of the commission through 

outreach and education, as well as through the Consumer 

Center, which is responsible for responding to consumer 

inquiries and complaints. FCC accepts public inquiries, 

informal complaints, and questions regarding cable, radio, 

satellite, telephone, television, and wireless services.

Federal Deposit Insurance Corporation (FDIC) t

Division of Depositor and Consumer Protection

Consumer Response Center

1100 Walnut St., Box 11

Kansas City, MO 64106

Toll free: 1-877-275-3342 (M-F, 8:00 am - 8:00 pm, ET)

TTY: 1-800-925-4618

www.fdic.gov

FDIC responds to questions about federal deposit insurance 

coverage and handles complaints and inquiries about FDIC 

insured state banks which are not members of the Federal 

Reserve System.

Federal Maritime Commission

800 N. Capitol St., NW

Washington, DC 20573

202-523-5807

Toll free: 1-866-448-9586

: complaints@fmc.gov

www.fmc.gov

FMC assists consumers engaged in disputes with 

transporting carriers, ocean transportation intermediaries, 

and cruise operators.

Federal Reserve System

Federal Reserve Consumer Help

PO Box 1200

Minneapolis, MN 55480

Toll free: 1-888-851-1920 (9:00 am - 7:00 pm, ET)

TTY: 1-877-766-8533 (9:00 am - 7:00 pm, ET)

: consumerhelp@federalreserve.gov

www.federalreserveconsumerhelp.gov

This division receives and tracks consumer complaints and 

questions regarding practices by banks and other financial 

institutions supervised by the Board of Governors of the 

Federal Reserve System.

Federal Trade Commission (FTC) t

Consumer Response Center

600 Pennsylvania Ave., NW

Washington, DC 20580

Toll free: 1-877-382-4357

TTY: 1-866-653-4261

www.ftc.gov

www.consumer.ftc.gov (Consumer information)

www.consumer.gov (Consumer basics)

www.consumidor.gov (Consumer basics, in Spanish)

www.OnGuardOnline.gov (Online security tips)

www.alertaenlinea.gov (OnGuard Online in Spanish)

www.ftccomplaintassistant.gov (File a complaint)

The FTC works to prevent fraudulent, deceptive, and unfair 

business practices in the marketplace and to provide 

information to help consumers spot, stop, and avoid them. 

To file a complaint or to get free information on consumer 

issues, visit the website or call the toll free number. The 

FTC records consumer complaints (Internet, telemarketing, 

identity theft, and other fraud-related complaints) into the 

Consumer Sentinel database, a secure investigative tool 

available to hundreds of civil and criminal law enforcement 

agencies.

General Services Administration (GSA) t

Fleet Vehicle Sales

1800 F St., NW

Suite 3400

Washington, DC 20405

: autoauctions@gsa.gov

www.autoauctions.gsa.gov

GSA Fleet sells previously government-owned cars, trucks 

and other vehicles to consumers. These vehicles are sold at a 

discount through regional auctions.

Federal Citizen Information Center (FCIC)

Office of Citizen Services, Innovative Technologies, and 18F

1800 F St., NW, 2nd Floor, Wing 1

Washington, DC 20405

For Catalog Orders: Send your name and address to Catalog, 

Pueblo, CO 81009

202-501-0705

Toll free: 1-844-872-4681 (8:00 am - 8:00 pm, ET, English and 

Spanish)

www.USA.gov (U.S. government’s official web portal)

www.Publications.USA.gov (View and order 

publications)

www.Kids.gov (Government websites for kids)

www.GobiernoUSA.gov (USA.gov in Spanish)

FCIC helps the public access government information, online, 

in print, and by phone. This office publishes the free Consumer 

Information Catalog, which lists free and low-cost federal 

booklets on consumer topics. FCIC also maintains a family of 

websites to help provide free, timely and useful information.

Speak to a person by calling 1-844-USA-GOV1 (872-4681). You 

can also follow FCIC on social media at www.facebook.com/

USAgov, Twitter: @USAgov and plus.google.com/+usagov.

Surplus Federal Property Sales

1800 F St., NW

Washington, DC 20405

Toll free: 1-866-333-7472

: gsaauctionshelp@gsa.gov

www.gsa.gov

www.gsaauctions.gov (GSA online auctions)
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FEDERAL AGENCIES

GSA helps federal agencies dispose of unneeded property 

by selling directly to the public. It sells personal property, real 

estate, and vehicles to the public through online auctions.

National Credit Union Administration (NCUA)

1775 Duke St.

Alexandria, VA 22314-3428

703-518-1140 (Office of Consumer Protection)

: consumerassistance@ncua.gov

www.ncua.gov

www.mycreditunion.gov (Consumer resources)

NCUA is the federal agency that charters and supervises 

federal credit unions and insures savings in federal and most 

state-chartered credit unions across the country through the 

National Credit Union Share Insurance Fund.

Office of Personnel Management (OPM)

1900 E St., NW

Washington, DC 20415

202-606-1800

TTY: 202-606-2532

: general@opm.gov

www.opm.gov

www.usajobs.gov (Federal employment opportunities)

OPM manages the civil service of the federal government, 

coordinates recruiting of new government employees, and 

manages their health insurance and retirement benefits 

programs. OPM also provides resources for locating student 

jobs, summer jobs, scholarships, and internships.

Pension Benefit Guaranty Corporation (PBGC)

PO Box 151750

Alexandria, VA 22315-1750

Toll free: 1-800-400-7242 (M-F, 8:00 am - 7:00 pm, ET)

: mypension@pbgc.gov

www.pbgc.gov

The PBGC protects the retirement incomes of workers in 

private sector defined pension benefit plans. Have your social 

security number and your plan’s name or number when you 

call.

Securities and Exchange Commission (SEC) t

Office of Investor Education and Advocacy (OIEA) 

100 F St., NE

Washington, DC 20549-0213

Toll free: 1-800-732-0330

: help@sec.gov

www.sec.gov

www.investor.gov (Investor information)

OIEA serves individual investors and is ready to help resolve 

investor complaints and answer questions.

Small Business Administration (SBA)

409 3rd St., SW, Suite 7600

Washington, DC 20416

202-205-6740

Toll free: 1-800-827-5722 (Information)

: answerdesk@sba.gov

www.sba.gov

www.business.usa.gov (Small business resources)

The SBA helps Americans start, build and grow businesses. 

Through an extensive network of field offices and 

partnerships the SBA aids, counsels, assists, and protects 

the interests of small business concerns.

Social Security Administration (SSA)

Office of Public Inquiries

6401 Security Blvd.

1100 West High Rise

Baltimore, MD 21235

Toll free: 1-800-772-1213

TTY: 1-800-325-0778 (M-F, 7:00 am - 7:00 pm ET)

www.socialsecurity.gov

www.socialsecurity.gov/espanol (in Spanish)

www.socialsecurity.gov/myaccount (Account 

Management)

The Social Security Administration provides retirement, 

survivors and disability benefits, and administers 

Supplemental Security Income (SSI) payments.

U.S. Commodity Futures Trading Commission 

(CFTC) 

Office of External Affairs

Three Lafayette Center

1155 21st St., NW

Washington, DC 20581

202-418-5000

Toll free: 1-866-366-2382 (Consumer Assistance and 

Complaints)

TTY: 202-418-5514

: questions@cftc.gov

www.cftc.gov/consumerprotection

www.cftc.gov

www.smartcheck.cftc.gov (Research financial 

professionals)

CFTC protects market users and the public from fraud, 

manipulation, and abusive practices related to the sale of 

commodity and financial futures and options. It fosters 

open, competitive, and financially sound futures and option 

markets. CFTC investigates and prosecutes commodities 

fraud, including foreign currency schemes, energy 

manipulation and hedge fund fraud, and works with other 

government agencies to bring criminal and other actions.

U.S. Postal Service (USPS)

United States Postal Inspection Service (USPIS)

Attn: Mail Fraud

433 W. Harrison St., Room 3255

Chicago, IL 60699-3255

Toll free: 1-877-876-2455

www.postalinspectors.uspis.gov

The USPIS investigates criminals who misuse the postal 

system to defraud or endanger the public. Contact your 

nearest USPIS office to report a mail related crime.

FEDERAL AGENCIES
100 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook.

NATIONAL CONSUMER ORGANIZATIONS

AARP

601 E St., NW

Washington, DC 20049

Toll free: 1-888-687-2277 

Toll free: 1-877-342-2277 (in Spanish)

TTY: 1-877-434-7598

: member@aarp.org

www.aarp.org

AARP addresses the consumer problems and issues that 

especially impact the financial security of people 50 years 

and older. Through advocacy, AARP works to make the 

marketplace safer for all consumers, and empowers members 

to protect themselves from fraud and deceptive practices.

American Council on Science and Health (ACSH)

1995 Broadway, Suite 202

New York, NY 10023-5882

212-362-7044

Toll free: 1-866-905-2694

: acsh@acsh.org

www.acsh.org

ACSH provides consumers with up-to-date scientifically 

sound information on the relationship between human 

health and chemicals, foods, lifestyles, and the environment. 

Booklets and special reports on a variety of topics are 

available.

Call for Action

11820 Parklawn Dr., Suite 340

Rockville, MD 20852

240-747-0229

www.callforaction.org

Call for Action is a nonprofit network of consumer hotlines. 

Their trained volunteers assist consumers to resolve 

problems with businesses, government agencies and other 

organizations.

Center for Auto Safety (CAS)

1825 Connecticut Ave., NW, Suite 330

Washington, DC 20009-5708

202-328-7700

www.autosafety.org

CAS advocates for auto safety and quality, fuel efficiency, 

emissions, and other related consumer issues. 

Center for Science in the Public Interest (CSPI)

1220 L St., NW, Suite 300

Washington, DC 20005

202-332-9110

: cspi@cspinet.org

www.cspinet.org

CSPI conducts research on nutrition, health, food safety, 

and related issues. It also provides consumers with current 

information about their health and well being via their 

monthly Nutrition Action Health Letter.

Center for the Study of Services (CSS)

1625 K St., NW, 8th Floor

Washington, DC 20006

Toll free: 1-800-213-7283

www.checkbook.org

CSS publishes Consumers’ CHECKBOOK so that consumers 

can evaluate the quality and prices of service firms and stores 

in their local area.

Coalition Against Insurance Fraud

1012 14th St., NW, Suite 200

Washington, DC 20005

202-393-7330

: info@insurancefraud.org

www.InsuranceFraud.org

The Coaltion is an alliance of consumer groups, government 

agencies, and insurance companies dedicated to combating 

insurance fraud through research and public information.

Consumer Action

221 Main St., Suite 480

San Francisco, CA 94105

415-777-9635 

: hotline@consumer-action.org

www.consumer-action.org

Consumer Action is an education and advocacy organization 

specializing in finance, privacy, insurance, and healthcare 

issues. Consumer Action offers a multi-lingual consumer 

complaint hotline, and consumer education materials in 

several languages. Community-based organizations can 

receive these free publications in bulk quantities.

Consumer Federation of America (CFA)

1620 I St., NW, Suite 200 

Washington, DC 20006

202-387-6121

: cfa@consumerfed.org

www.consumerfed.org

CFA is a consumer advocacy and education organization. It 

represents consumer interests on issues such as telephone 

service, insurance and financial services, product safety, 

health care, product liability, and utilities. It develops and 

distributes studies of various consumer issues, as well as 

printed consumer guides.

Consumers Reports

101 Truman Ave.

Yonkers, NY 10703

914-378-2000

Toll free: 1-800-666-5261 (Consumer Reports magazine)

Toll free: 1-800-333-0663 (ConsumerReports.org)

: customerservice@cr.consumer.org

www.consumerreports.org

www.consumersunion.org

Consumer Reports publishes a magazine of the same name. 

It is an independent, nonprofit testing and information 

organization serving only consumers. Consumer Reports is 

a comprehensive source for unbiased advice about products 

and services, personal finance, health and nutrition, and 

other categories based on their independent tests. 

Contact National Consumer Organizations

National Consumer Organizations are committed 

to assisting consumers and protecting their rights 

via advocacy, research, and outreach efforts. Some 

organizations assist individuals with problems, while 

others collect consumer complaints and statistics to better 

understand consumer trends and direct their advocacy 

efforts. 
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NATIONAL CONSUMER ORGANIZATIONS

101

Families USA

1201 New York Ave. NW, Suite 1100

Washington, DC 20005

202-628-3030

: info@familiesusa.org

www.familiesusa.org

A national, nonprofit membership organization committed to 

comprehensive reform of health and long-term care, Families 

USA works to create materials to educate and mobilize 

consumers on health care issues.

The Federation of American Consumers and Travelers 

(FACT)

318 Hillsboro Ave.

PO Box 104

Edwardsville, IL 62025

Toll free: 1-800-872-3228

: cservice@usafact.org

www.usafact.org

FACT is a national not-for-profit consumer group that 

provides help to individuals and small associations. FACT 

provides disaster aid, assistance for small business owners, 

travel discounts, and a Consumer Hotline and library.

Funeral Consumers Alliance (FCA)

33 Patchen Rd.

South Burlington, VT 05403

802-865-8300

www.funerals.org

FCA protects a consumers right to choose a dignified and 

affordable funeral. Local affiliates of FCA provide funeral 

planning information and some conduct funeral price 

surveys.

The Medicare Rights Center

520 Eighth Ave.

North Wing, 3rd Floor

New York City, NY 10018

Toll free: 1-800-333-4114 (Helpline)

: info@medicarerights.org

www.medicarerights.org

The Medicare Rights Center helps people with Medicare get 

the health care and medications they need, and make the 

most of their Medicare rights and options.

Senior Medicare Patrol National Resource Center 

(SMP)

2101 Kimball Ave., Suite 320

PO Box 388

Waterloo, IA 50704-0388

Toll free: 1-877-808-2468

: info@smpresource.org

www.smpresource.org

The SMP program empowers and assists Medicare 

beneficiaries, their families, and caregivers to prevent, detect, 

and report health care fraud, errors, and abuse through 

outreach, counseling, and education. The SMP National 

Resource Center increases public awareness about the 

problem of health care fraud, how their SMP can help, and 

how to access local SMP services.

National Consumers League (NCL)

1701 K St., NW, Suite 1200

Washington, DC 20006

202-835-3323

www.nclnet.org

www.fakechecks.org

www.fraud.org

www.lifesmarts.org

The NCL provides government and businesses with the 

consumer’s perspective on consumer issues and workplace 

concerns. The League sponsors the LifeSmarts competition, 

which is designed to develop the consumer and marketplace 

knowledge of teenagers. NCL also provides consumers with 

information to avoid becoming victims of fraud and to convey 

their complaints to law enforcement.

National Council on Aging

1901 L St., 4th Floor

Washington, DC 20036

202-479-1200

www.ncoa.org

NCOA is a national voice for older adults, especially those 

who are vulnerable and disadvantage, and the community 

organizations that serve them.

NATIONAL CONSUMER ORGANIZATIONS
102 www.USA.gov t

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Alabama

State Offices

Alabama Office of the Attorney 

General

Consumer Protection Section

501 Washington Ave.

Montgomery, AL 36104

334-242-7335

Toll free: 1-800-392-5658 

www.ago.state.al.us

Alaska

State Offices

Alaska Office of the Attorney 

General 

Consumer Protection Unit

1031 W. 4th Ave., Suite 200

Anchorage, AK 99501-5903

907-269-5200

Toll free: 1-888-576-2529

: consumerprotection@alaska.gov

www.law.alaska.gov

Arizona

State Offices

Arizona Office of the Attorney 

General - Phoenix

Consumer Information and Complaints

1275 W. Washington St.

Phoenix, AZ 85007

602-542-5763

: consumerinfo@azag.gov

www.azag.gov

Arizona Office of the Attorney 

General - Prescott

Consumer Information and Complaints

1000 Ainsworth Dr., Suite A-210

Prescott, AZ 86305

928-778-1265

Toll free: 1-800-352-8431 

: consumerinfo@azag.gov

www.azag.gov

Arizona Office of the Attorney 

General - Tucson

Consumer Information and Complaints

400 W. Congress St.

South Bldg., Suite 315

Tucson, AZ 85701-1367

520-628-6504

Toll free: 1-800-352-8431 (except in 

Phoenix)

: consumerinfo@azag.gov

www.azag.gov

Arkansas

State Offices

Arkansas Office of the Attorney 

General

Consumer Protection Division

323 Center St., Suite 200

Little Rock, AR 72201

501-682-2341 

Toll free: 1-800-482-8982 

: gotyourback@arkansasag.gov

www.arkansasag.gov

www.gotyourbackarkansas.org

California

State Offices

California Bureau of Automotive 

Repair

Department of Consumer Affairs

10949 N. Mather Blvd.

Rancho Cordova, CA 95670

Toll free: 1-800-952-5210 (Consumer 

Questions)

Toll free: 1-866-799-3811 (Auto Body 

Program)

: BAREditor@dca.ca.gov

www.autorepair.ca.gov

California Department of Consumer 

Affairs

Consumer Information Division

1625 N. Market Blvd., Suite N 112

Sacramento, CA 95834

916-445-1254

Toll free: 1-800-952-5210

TTY: 916-928-1227; 1-800-326-2297

: dca@dca.ca.gov

www.dca.ca.gov

California Office of the Attorney 

General

Public Inquiry Unit

PO Box 944255

Sacramento, CA 94244-2550

916-322-3360

Toll free: 1-800-952-5225 

TTY: 1-800-735-2929

www.oag.ca.gov

Contractors State License Board

9821 Business Park Dr.

Sacramento, CA 95827

916-255-3900 (Headquarters)

916-255-2924 (Northern CA.)

562-345-7600 (Southern CA.)

Toll free: 1-800-321-2752

www.cslb.ca.gov

County Offices

Contra Costa County District 

Attorney’s Office

Special Operations Division

Consumer Division

900 Ward St., 4th Floor

Martinez, CA 94553

925-957-8604

www.contracosta.ca.gov

Fresno County District Attorney’s 

Office

Consumer Protection Division

929 L St.

Fresno, CA 93721

559-600-3156

: damail@co.fresno.ca.us

www.co.fresno.ca.us

Contact Your Local Consumer Protection Offices

State, county, and city consumer protection offices offer a variety of important 

services. They might mediate complaints, conduct investigations, prosecute 

offenders of consumer laws, license and regulate professionals, provide 

educational materials, and advocate in the consumer interest. 

An advantage of contacting a city or county government office is that it is 

familiar with local businesses, ordinances, and state laws. 

You can also contact your state consumer protection office to get more 

information about other local resources or nonprofit organizations that help 

consumers.

Before sending a written complaint, call the office to confirm that it handles 

the type of complaint you have. Many offices distribute consumer materials 

specifically geared to state laws and local issues. Ask whether any information 

is available regarding your problem.

Note: Toll free phone numbers may be restricted to use only within the state 

listed. 
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STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

103

Kern County District Attorney’s 

STATE, COUNTY, AND CITY

Office

Consumer Protection Unit

Justice Building

1215 Truxtun Ave., 4th Floor

Bakersfield, CA 93301

661-868-2340

: investigation@co.kern.ca.us

www.co.kern.ca.us/da

Los Angeles County Department of 

Consumer and Business Affairs

500 W. Temple St., Room B96

Los Angeles, CA 90012

213-974-1452

Toll free: 1-800-593-8222 (L.A. County)

TTY: 213-626-0913

: info@dca.lacounty.gov

dcba.lacounty.gov

Marin County District Attorney’s 

Office

Consumer Protection Unit

Hall of Justice, Room 130

3501 Civic Center Dr.

San Rafael, CA 94903

415-473-6450 

415-473-6495 (Mediation)

TTY: 415-473-3232

www.marincounty.org/depts/da

Monterey County District Attorney’s 

Office

Consumer Protection Division

1200 Aguajito Rd., Room 301

Monterey, CA 93940

831-385-8325 (King City)

831-647-7770 (Monterey)

831-755-5073 (Salinas)

www.co.monterey.ca.us

Napa County District Attorney’s 

Office

Consumer Affairs

931 Parkway Mall

Napa, CA 94559

707-253-4059 (Hotline)

: daconsumer@countyofnapa.org

www.countyofnapa.org

Orange County District Attorney’s 

Office

Consumer Protection Unit

401 Civic Center Dr., W

Santa Ana, CA 92701

714-834-6553

: consumercomplaint@da.ocgov.

com

orangecountyda.org

San Diego County District 

Attorney’s Office

Consumer Protection Unit

330 W. Broadway

San Diego, CA 92101

619-531-4040

619-531-3507 (Consumer Fraud Hotline)

www.sdcda.org

San Francisco County District 

Attorney’s Office

Consumer Protection Unit

732 Brannan St.

San Francisco, CA 94102

415-551-9595

415-553-9535 (Fraud Hotline)

www.sfdistrictattorney.org

San Luis Obispo County District 

Attorney’s Office

Economic Crime Unit

County Courthouse Annex

1050 Monterey St., Room 223

San Luis Obispo, CA 93408

805-781-5856

www.slocounty.ca.gov

San Mateo County District 

Attorney’s Office

Consumer and Environmental 

Protection

Hall of Justice and Records

400 County Center, 3rd Floor

Redwood City, CA 94063

650-363-4651 

da.smcgov.org

Santa Barbara County District 

Attorney’s Office

Consumer Protection Unit

1112 Santa Barbara St.

Santa Barbara, CA 93101

805-568-2300

www.countyofsb.org/da

Santa Clara County District 

Attorney’s Office

Consumer Protection Unit

70 W. Hedding St., West Wing

San Jose, CA 95110

408-792-2880

: consumer@da.sccgov.org

www.sccgov.org

Santa Cruz County District 

Attorney’s Office

Consumer Protection

701 Ocean St., Room 200

Santa Cruz, CA 95060

831-454-2050

TTY: 831-454-2123

: dao@co.santa-cruz.ca.us

www.co.santa-cruz.ca.us

Solano County District Attorney’s 

Office

Consumer and Environmental Crimes

675 Texas St., Suite 4500

Fairfield, CA 94533

707-784-6859

: dacepu@solanocounty.com

www.co.solano.ca.us/depts/da

Stanislaus County District 

Attorney’s Office

Consumer Protection Unit

832 12th St., Suite 300

Modesto, CA 95354

209-525-5550

www.stanislaus-da.org

Ventura County District Attorney’s 

Office

Consumer Mediation Section

800 S. Victoria Ave., Suite 314

Ventura, CA 93009

805-662-1750 (Consumer Fraud) 

805-654-3110 (Mediation)

www.vcdistrictattorney.com

City Offices

Los Angeles City Attorney’s Office

Consumer Protection 

200 N. Main St.

800 City Hall East

Los Angeles, CA 90012

213-978-8040

TTY: 213-978-8310

www.atty.lacity.org

San Diego City Attorney’s Office

Consumer and Environmental 

Protection Unit

1200 3rd Ave., Suite 700

San Diego, CA 92101

619-533-5500

619-533-5600 (Recorded Information)

TTY: 619-702-7198

: cityattorney@sandiego.gov

www.sandiego.gov/cityattorney

Santa Monica City Attorney’s Office

Consumer Protection Division

1685 Main St., 3rd Floor

Santa Monica, CA 90401

310-458-8336

TTY: 310-458-8696

: consumer.mailbox@smgov.net

www.smgov.net/atty
104 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Colorado

State Offices

Colorado Office of the Attorney 

General

Consumer Protection Section

1300 Broadway, 7th Floor

Denver, CO 80203

720-508-6006

303-222-4444 (Denver)

Toll free: 1-800-222-4444 

www.coloradoattorneygeneral.gov

County Offices

Fourth Judicial District Attorney’s 

Office

Economic Crimes Division - El Paso and 

Teller Counties

105 E. Vermijo Ave.

Colorado Springs, CO 80903

719-520-6000 

719-520-6002 (Fraud Hotline)

www.4thjudicialda.com

Pueblo County District Attorney’s 

Office

Economic Crimes Unit

701 Court St.

Pueblo, CO 81003

719-583-6030

county.pueblo.org

Weld County District Attorney’s 

Office

PO Box 758

Greeley, CO 80632

970-336-7235

www.co.weld.co.us

City Offices

Denver District Attorney’s Office

Economic Crimes Unit

201 W. Colfax Ave.

Denver, CO 80202

720-913-9179

: info@denverda.org

www.denverda.org

Connecticut

State Offices

Connecticut Office of the Attorney 

General

Consumer Assistance Unit

55 Elm St.

Hartford, CT 06106

860-808-5420

www.ct.gov/ag

Department of Consumer Protection

165 Capitol Ave.

Hartford, CT 06106-1630

860-713-6300

Toll free: 1-800-842-2649

TTY: 860-713-7240

: dcp.frauds@ct.gov

www.ct.gov/dcp

Delaware

State Offices

Delaware Department of Justice

Consumer Protection Division 

Carvel State Office Building

820 N. French St., 5th Floor

Wilmington, DE 19801

302-577-8600

Toll free: 1-800-220-5424

: consumer.protection@state.de.us

www.attorneygeneral.delaware.

gov

District Of Columbia

City Offices

Department of Consumer and 

Regulatory Affairs

1100 4th St., SW

Washington, DC 20024

202-442-4400

TTY: 202-123-4567

: dcra@dc.gov

www.dcra.dc.gov

District of Columbia Office of the 

Attorney General

Consumer Protection 

441 4th St., NW

Washington, DC 20001

202-442-9828 (Hotline)

: consumer.protection@dc.gov

www.consumer.dc.gov

www.oag.dc.gov

Florida

State Offices

Florida Department of Agriculture 

and Consumer Services

Division of Consumer Services

PO Box 6700

Tallahassee, FL 32399-6700

850-410-3800

Toll free: 1-800-435-7352

Toll free: 1-800-352-9832 (in Spanish)

www.freshfromflorida.com

Florida Department of Financial 

Services

Division of Consumer Services

200 E. Gaines St.

Tallahassee, FL 32399

850-413-3089

Toll free: 1-877-693-5236

: consumer.services@myfloridacfo.

com

www.myfloridacfo.com/Division/

Consumers

Florida Office of the Attorney 

General

PL-01 The Capitol

Tallahassee, FL 32399-1050

850-414-3990

Toll free: 1-866-966-7226 (Fraud)

Toll free: 1-800-321-5366 (Lemon Law)

TTY: 1-800-955-8771 

myfloridalegal.com

www.seniorsvscrime.com

Regional Offices

Ft. Lauderdale Branch - Office of the 

Attorney General

Consumer Protection Division

110 S.E. 6th St., 9th Floor

Fort Lauderdale, FL 33301-5000

954-712-4600

Toll free: 1-866-966-7226 (Fraud Hotline)

www.myfloridalegal.com

Jacksonville Branch - Office of the 

Attorney General

Consumer Protection Division

1300 Riverplace Blvd., Suite 405

Jacksonville, FL 32207

904-348-2720

Toll free: 1-866-966-7226 (Fraud Hotline)

www.myfloridalegal.com

Miami Branch - Office of the 

Attorney General

Consumer Protection Division

444 Brickell Ave.

Rivergate Plaza, 5th Floor

Miami, FL 33131

305-377-5835

Toll free: 1-866-966-7226 (Fraud Hotline)

www.myfloridalegal.com

Orlando Branch - Office of the 

Attorney General

Consumer Protection Division

135 W. Central Blvd., Suite 1000

Orlando, FL 32801

407-999-5588

Toll free: 1-866-966-7226 (Fraud Hotline)

www.myfloridalegal.com
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STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Tampa Branch - Office of the 

STATE, COUNTY, AND CITY

Attorney General

Consumer Protection Division

Concourse Center 4

3507 E. Frontage Rd., Suite 325

Tampa, FL 33607-1795

813-287-7950

Toll free: 1-866-966-7226 (Fraud Hotline)

www.myfloridalegal.com

West Palm Beach Branch - Office of 

the Attorney General

Consumer Protection Division

1515 N. Flagler Dr., Suite 900

West Palm Beach, FL 33401

561-837-5007

Toll free: 1-866-966-7226 (Fraud Hotline)

myfloridalegal.com

County Offices

Broward County Permitting, 

Licensing, and Consumer Protection 

Division

1 N. University Dr., Box 302

Plantation, FL 33324

954-357-5350

www.broward.org/

permittingandlicensing

Hillsborough County Consumer 

Protection Agency

1101 E. 139th Ave.

Tampa, FL 33613

813-903-3430

www.hillsboroughcounty.org/

consumerprotection

Miami-Dade County Consumer 

Services Department

Consumer Protection Section

140 W. Flagler St., Suite 902

Miami, FL 33130

305-375-3677

www.miamidade.gov/economy

Office of the State Attorney for 

Miami-Dade County

Economic Crime Division

1350 N.W. 12th Ave.

Miami, FL 33136-2111

305-547-0671

www.miamisao.com

Orange County Consumer Fraud 

Unit

415 N. Orange Ave.

Orlando, FL 32801

407-836-2490

: fraudhelp@sao9.org

www.orangecountyfl.net

Palm Beach County Consumer 

Affairs Division

50 S. Military Tr., Suite 201

West Palm Beach, FL 33415

561-712-6600

Toll free: 1-888-852-7362 (Boca Raton/

Delray/Glades)

www.pbcgov.com/consumer

Pinellas County Office of Consumer 

Services

631 Chestnut St.

Clearwater, FL 33756

727-464-6200

: consumer@pinellascounty.org

www.pinellascounty.org/consumer

Georgia

State Offices

Georgia Governor’s Office of 

Consumer Protection

2 Martin Luther King, Jr. Dr., SE 

Suite 356

Atlanta, GA 30334-9077

404-651-8600

Toll free: 1-800-869-1123 

consumer.georgia.gov

Georgia Office of the Attorney 

General

40 Capitol Square, SW

Atlanta, GA 30334

404-656-3300

: AGOlens@law.ga.gov

www.law.ga.gov

Hawaii

State Offices

Hawaii Department of Commerce 

and Consumer Affairs - Hilo

Office of Consumer Protection

120 Pauahi St., Suite 212

Hilo, HI 96720

808-933-0910

: ocp@dcca.hawaii.gov

cca.hawaii.gov/ocp

Hawaii Department of Commerce 

and Consumer Affairs - Honolulu

Office of Consumer Protection

Leiopapa A Kamehameha Building

235 S. Beretania St., Suite 801

Honolulu, HI 96813

808-586-2630

808-587-4272 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

cca.hawaii.gov/ocp

Hawaii Department of Commerce 

and Consumer Affairs - Wailuku

Office of Consumer Protection

1063 Lower Main St., Suite C-216

Wailuku, HI 96793

808-243-4648

808-984-2400 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

cca.hawaii.gov/ocp

Hawaii Office of the Attorney General

Commerce and Economic Development

425 Queen St.

Honolulu, HI 96813

808-586-1500

www.ag.hawaii.gov

Idaho

State Offices

Idaho Office of the Attorney General

Consumer Protection Division

954 W. Jefferson, 2nd Floor

Boise, ID 83720

208-334-2424

Toll free: 1-800-432-3545

www.ag.idaho.gov

Illinois

State Offices

Illinois Office of the Attorney 

General - Carbondale

Consumer Fraud Bureau

601 S. University Ave.

Carbondale, IL 62901

618-529-6400

Toll free: 1-800-243-0607 (Fraud Hotline)

Toll free: 1-866-310-8398 (in Spanish)

TTY: 1-877-675-9339 

www.illinoisattorneygeneral.gov

Illinois Office of the Attorney 

General - Chicago

Consumer Fraud Bureau

100 W. Randolph St.

Chicago, IL 60601

312-814-3000

Toll free: 1-800-386-5438 (Fraud Hotline)

Toll free: 1-866-310-8398 (in Spanish)

TTY: 1-800-964-3013 

www.illinoisattorneygeneral.gov
106 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Illinois Office of the Attorney 

General - Springfield

Consumer Fraud Bureau

500 S. 2nd St.

Springfield, IL 62706

217-782-1090

Toll free: 1-800-243-0618 (Fraud Hotline)

Toll free: 1-866-310-8398 (in Spanish)

TTY: 1-877-844-5461 

www.illinoisattorneygeneral.gov

Regional Offices

Chicago South Regional Office of 

the Attorney General

7906 S. Cottage Grove Ave.

Chicago, IL 60619

773-488-2600

TTY: 1-866-717-8798

www.illinoisattorneygeneral.gov

Chicago West Regional Office of the 

Attorney General

306 N. Pulaski Rd.

Chicago, IL 60624

773-265-8808

TTY: 1-866-717-8804

www.illinoisattorneygeneral.gov

East Central Illinois Regional Office 

of the Attorney General

1776 E. Washington St.

Urbana, IL 61802

217-278-3366

TTY: 217-278-3371

www.illinoisattorneygeneral.gov

Metro East Illinois Regional Office of 

the Attorney General

201 W. Pointe Dr., Suite 7

Belleville, IL 62226

618-236-8616

TTY: 618-236-8619

www.illinoisattorneygeneral.gov

Northern Illinois Regional Office of 

the Attorney General

Zeke Giorgi Center

200 S. Wyman St., Suite 307

Rockford, IL 61101

815-967-3883

TTY: 815-967-3891

www.illinoisattorneygeneral.gov

West Central Illinois Regional Office 

of the Attorney General

628 Maine St.

Quincy, IL 62301

217-223-2221

TTY: 217-223-2254

www.illinoisattorneygeneral.gov

County Offices

Cook County State Attorney’s Office

Consumer Fraud Unit

69 W. Washington St., Suite 3130

Chicago, IL 60602

312-603-8600

312-603-8700 (Consumer Line)

: consumer@cookcountygov.com.

www.statesattorney.org/index2/

consumer_fraud.html

City Offices

Des Plaines Consumer Protection 

Commission

City Hall

1420 Miner St., 6th Floor

Des Plaines, IL 60016

847-391-5006

: consumerprotection@desplaines.

org

www.desplaines.org

Chicago Division of Business Affairs 

and Consumer Protection

121 N. LaSalle St., 8th Floor

Chicago, IL 60602

312-744-6060

TTY: 312-744-1944

www.cityofchicago.org/

ConsumerServices

Indiana

State Offices

Indiana Office of the Attorney 

General

Consumer Protection Division

302 W. Washington St., 5th Floor

Indianapolis, IN 46204

317-232-6330

Toll free: 1-800-382-5516 

www.in.gov/attorneygeneral

Iowa

State Offices

Iowa Office of the Attorney General

Consumer Protection Division

1305 E. Walnut St.

Des Moines, IA 50319

515-281-5926

Toll free: 1-888-777-4590 

: consumer@ag.state.ia.us

www.IowaAttorneyGeneral.org

Kansas

State Offices

Kansas Office of the Attorney 

General

Consumer Protection Division

120 S.W. 10th Ave., 2nd Floor

Topeka, KS 66612-1597

785-296-3751 

Toll free: 1-800-432-2310 

www.ag.ks.gov

County Offices

Douglas County District Attorney’s 

Office

Consumer Protection Division

111 E. 11th St.

Lawrence, KS 66044

785-330-2849 (Consumer Hotline)

785-841-0211 (Main)

: districtattorney@douglas-county.

com

www.douglascountyks.org/depts/

distrtict-attorney

Johnson County District Attorney’s 

Office

Consumer Protection Division

PO Box 728

Olathe, KS 66051

913-715-3003 (Consumer Hotline)

da.jocogov.org

Sedgwick County District Attorney’s 

Office

Consumer Division

535 N. Main St.

Wichita, KS 67203

316-660-3600

Toll free: 1-800-432-6878 

: consumer@sedgwick.gov

www.sedgwickcounty.org/da

Kentucky

State Offices

Kentucky Office of the Attorney 

General

Consumer Protection Division

1024 Capital Center Dr., Suite 200

Frankfort, KY 40601

502-696-5389

Toll free: 1-888-432-9257 

www.ag.ky.gov/cp

Kentucky Office of the Attorney 

General - Louisville

Consumer Protection Division

310 Whittington Pkwy., Suite 101

Louisville, KY 40222

502-429-7134

Toll free: 1-888-432-9257 
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STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

www.ag.ky.gov/cp

STATE, COUNTY, AND CITY

Kentucky Office of the Attorney 

General - Prestonsburg

361 N. Lake Dr.

Prestonsburg, KY 41653

606-889-1821

Toll free: 1-888-432-9257 (Consumer 

Hotline)

www.ag.ky.gov/cp

Louisiana

State Offices

Louisiana Office of the Attorney 

General

Consumer Protection Section

PO Box 94005

Baton Rouge, LA 70804-9005

225-326-6465

Toll free: 1-800-351-4889

: consumerinfo@ag.state.la.us

www.ag.state.la.us

Parish Offices

Jefferson Parish District Attorney’s 

Office

Economic Crime Unit

200 Derbigny St.

Gretna, LA 70053

504-361-2920

www.jpda.us

Maine

State Offices

Maine Office of the Attorney General

Consumer Information and Mediation 

Service

Six State House Station

Augusta, ME 04333

207-626-8849

Toll free: 1-800-436-2131

: consumer.mediation@maine.gov

www.maine.gov/ag

Bureau of Consumer Credit Protection

35 State House Station

Augusta, ME 04333

207-624-8527

Toll free: 1-800-332-8529 

www.credit.maine.gov

Maryland

State Offices

Maryland Office of the Attorney 

General

Consumer Protection Division

200 Saint Paul Pl.

Baltimore, MD 21202

410-528-8662 (Consumer Mediation)

410-576-6550 (Consumer Information)

410-528-1840 (Medical billing complaints)

Toll free: 1-888-743-0023 (Switchboard)

Toll free: 1-877-261-8807 (Health plan 

decision appeals)

TTY: 410-576-6372 

: consumer@oag.state.md.us

www.oag.state.md.us/consumer

Regional Offices

Maryland Attorney General’s Office - 

Eastern Shore

Consumer Protection Division

201 Baptist St.

Salisbury, MD 21801

410-713-3620

TTY: 410-576-6372 (Baltimore office)

: consumer@oag.state.md.us

www.oag.state.md.us/consumer

Maryland Attorney General’s Office - 

Southern Maryland

15045 Burnt Store Rd.

Hughesville, MD 20637

301-274-4620

Toll free: 1-866-366-8343

TTY: 410-576-6372 (Baltimore office)

: consumer@oag.state.md.us

www.oag.state.md.us/consumer

Maryland Attorney General’s Office - 

Western Maryland

Consumer Protection Division

44 N. Potomac St., Suite 104

Hagerstown, MD 21740

301-791-4780

TTY: 410-576-6372 (Baltimore office)

: consumer@oag.state.md.us

www.oag.state.md.us/consumer

County Offices

Howard County Office of Consumer 

Affairs

6751 Columbia Gateway Dr.

Columbia, MD 21046

410-313-6420

: consumer@howardcountymd.gov

www.howardcountymd.gov

Montgomery County Office of 

Consumer Protection

100 Maryland Ave., Suite 330

Rockville, MD 20850

240-777-3636

240-777-3681 (Consumer Tip Line)

TTY: 240-773-3556

: ConsumerProtection@

montgomerycountymd.gov

montgomerycountymd.gov/ocp

Massachusetts

State Offices

Massachusetts Office of the 

Attorney General

Public Inquiry and Assistance Center

One Ashburton Pl., 18th Floor

Boston, MA 02108-1518

617-727-8400 (Consumer Hotline)

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

Office of Consumer Affairs and 

Business Regulation

10 Park Plaza, Suite 5170

Boston, MA 02116

617-973-8787 

Toll free: 1-888-283-3757 (Consumer 

Hotline)

TTY: 1-800-720-3480

www.mass.gov/ocabr

Regional Offices

Massachusetts Office of the 

Attorney General - New Bedford

Public Inquiry and Assistance Center

105 William St., 1st Floor

New Bedford, MA 02740-6257

508-990-9700

617-727-8400 (Assistance Center Hotline) 

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

Massachusetts Office of the 

Attorney General - Springfield

Public Inquiry and Assistance Center

1350 Main St., 4th Floor

Springfield, MA 01103-1629

413-784-1240

617-727-8400 (Assistance Center Hotline)

TTY: 617-727-4765 

: ago@state.ma.us

www.mass.gov/ago

Massachusetts Office of the 

Attorney General - Worcester

Public Inquiry and Assistance Center

10 Mechanic St., Suite 301

Worcester, MA 01608-2417

508-792-7600

617-727-8400 (Hotline) 

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago
108 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

County Offices

Norfolk District Attorney’s Office

Consumer Protection Division

45 Shawmut Rd.

Canton, MA 02021

781-830-4800 ext. 279

www.norfolkda.com

Northwestern District Attorney’s 

Office - Franklin County

Consumer Protection Division

13 Conway St.

Greenfield, MA 01301

413-774-3186

www.

northwesterndistrictattorney.org

Northwestern District Attorney’s 

Office - Hampshire County

Consumer Protection Division

One Gleason Plaza

Northampton, MA 01060

413-586-9225

www.

northwesterndistrictattorney.org

Springfield Mayor’s Office of 

Consumer Information

City Hall, Room 315

36 Court St.

Springfield, MA 01103

413-787-6437

TTY: 413-787-6154

: moci@springfieldcityhall.com

www.springfieldcityhall.com

City Offices

Boston Consumer Affairs and 

Licensing

One City Hall Square, Room 817

Boston, MA 02201-2039

617-635-3834

: MOCAL@cityofboston.gov

www.cityofboston.gov/

consumeraffairs

Cambridge Consumers Council

831 Massachusetts Ave., 1st Floor

Cambridge, MA 02139

617-349-6150

TTY: 617-349-6112

: consumer@cambridgema.gov

www.cambridgema.gov/

consumercouncil

Newton Consumer Affairs

Newton City Hall

1000 Commonwealth Ave.

Newton Centre, MA 02459

617-796-1292

TTY: 617-796-1089

www.newtonma.gov

Revere Consumer Affairs Office

281 Broadway

Revere, MA 02151

781-286-8114

www.revere.org

Michigan

State Offices

Michigan Office of the Attorney 

General

Consumer Protection Division

PO Box 30213

Lansing, MI 48909-7713

517-373-1140

Toll free: 1-877-765-8388 

www.michigan.gov/ag

Michigan Department of 

Agriculture and Rural Development

Weights & Measures

PO Box 30017

Lansing, MI 48909

Toll free: 1-800-292-3939

www.michigan.gov/wminfo

Minnesota

State Offices

Minnesota Office of the Attorney 

General

Consumer Services Division

1400 Bremer Tower

445 Minnesota St.

St. Paul, MN 55101

651-296-3353

Toll free: 1-800-657-3787 

TTY: 1-800-366-4812

www.ag.state.mn.us

City Offices

Minneapolis Department of 

Regulatory Services

Business Licenses & Consumer 

Services

350 S. 5th St., Room 1C

Minneapolis, MN 55415

612-673-2080

TTY: 612-673-2157

: minneapolis311@minneapolismn.

gov

www.ci.minneapolis.mn.us/

licensing

Mississippi

State Offices

Mississippi Department of 

Agriculture and Commerce

Bureau of Regulatory Services 

Consumer Protection

PO Box 1609

Jackson, MS 39215

601-359-1148

www.mdac.state.ms.us

Mississippi Office of the Attorney 

General

Consumer Protection Division

PO Box 22947

Jackson, MS 39225-2947

601-359-4230

Toll free: 1-800-281-4418 

www.ago.state.ms.us

Mississippi Office of the Attorney 

General - Biloxi

Consumer Protection Division

1141 Bayview Ave., Suite 402

Biloxi, MS 39530

228-386-4400

Toll free: 1-877-667-5599

www.ago.state.ms.us

Missouri

State Offices

Missouri Office of the Attorney 

General

Consumer Protection Unit

PO Box 899

Jefferson City, MO 65102

573-751-3321

Toll free: 1-800-392-8222 (Consumer 

Protection Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov

Regional Offices

Missouri Office of the Attorney 

General - Cape Girardeau

Consumer Protection Division

2860 Kage Rd.

Cape Girardeau, MO 63701

573-290-5679

Toll free: 1-800-392-8222 (Consumer 

Protection Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov
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STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Missouri Office of the Attorney 

STATE, COUNTY, AND CITY

General - Kansas City

Consumer Protection Division

Fletcher Daniels State Office Building

615 E. 13th St., Suite 401

Kansas City, MO 64106

816-889-5000

Toll free: 1-800-392-8222 (Consumer 

Protection Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov

Missouri Office of the Attorney 

General - Springfield

Consumer Protection Division

Springfield State Office Building

149 Park Central Sq., Suite 1017

Springfield, MO 65806

417-895-6567

Toll free: 1-800-392-8222 (Consumer 

Protection Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov

Missouri Office of the Attorney 

General - St Louis

Consumer Protection Division

Old Post Office Building

815 Olive St., Suite 200

St. Louis, MO 63101

314-340-6816

Toll free: 1-800-392-8222 (Consumer 

Protection Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov

Montana

State Offices

Montana Department of Justice

Office of Consumer Protection

PO Box 200151

Helena, MT 59620-0151

406-444-4500

Toll free: 1-800-481-6896

: contactocp@mt.gov

www.doj.mt.gov/consumer

Nebraska

State Offices

Nebraska Office of the Attorney 

General

Consumer Protection Division

2115 State Capitol

Lincoln, NE 68509

402-471-2682

Toll free: 1-800-727-6432 

Toll free: 1-888-850-7555 (in Spanish)

: ago.consumer@nebraska.gov

www.ago.ne.gov

Nevada

State Offices

Nevada Department of Business and 

Industry

Fight Fraud Task Force

555 E. Washington Ave., Suite 4900

Las Vegas, NV 89101

702-486-2750

www.fightfraud.nv.gov

Nevada Office of the Attorney 

General - Carson City

100 North Carson Street

Carson City, NV 89701

775-684-1100

702-486-3132 (Consumer Hotline)

www.ag.nv.gov

Nevada Office of the Attorney 

General - Reno

5420 Kietzke Lane, Suite 202

Reno, NV 89511

775-688-1818

702-486-3132 (Consumer Hotline)

www.ag.gov

New Hampshire

State Offices

New Hampshire Office of the 

Attorney General

Consumer Protection and Antitrust 

Bureau

33 Capitol St.

Concord, NH 03301

603-271-3641

Toll free: 1-888-468-4454 (Consumer 

Protection Hotline)

TTY: 1-800-735-2964 

: doj-cpb@doj.nh.gov

www.doj.nh.gov/consumer

New Jersey

State Offices

Department of Law and Public 

Safety

Division of Consumer Affairs

124 Halsey St.

Newark, NJ 07102

973-504-6200

Toll free: 1-800-242-5846 

TTY: 973-504-6588

: askconsumeraffairs@lps.state.nj.us

www.njconsumeraffairs.gov

County Offices

Bergen County Office of Consumer 

Protection

One Bergen County Plaza, 3rd Floor

Hackensack, NJ 07601-7076

201-336-6400

www.co.bergen.nj.us

Burlington County Office of 

Consumer Affairs/Weights & 

Measures

PO Box 6000

Mount Holly, NJ 08060

609-265-5098 (Weights & Measures)

609-265-5054 (Consumer Affairs)

: consumer@co.burlington.nj.us

www.co.burlington.nj.us

Cape May County Consumer Affairs

Four Moore Rd., DN 310/302

Cape May Court House, NJ 08210

609-886-2903

: consumer@co.cape-may.nj.us

www.capemaycountygov.net

Cumberland County Department of 

Consumer Affairs

788 E. Commerce St.

Bridgeton, NJ 08302

856-453-2203

www.co.cumberland.nj.us

Essex County Division of Consumer 

Services

50 S. Clinton St., Suite 3201

East Orange, NJ 07018

973-395-8350

www.essex-countynj.org

Gloucester County Office of 

Consumer Affairs and Weights & 

Measures

254 County House Rd.

Clarksboro, NJ 08020

856-384-6855

www.gloucestercountynj.gov/

depts/c/cpwm

Hudson County Division of 

Consumer Affairs

583 Newark Ave., 1st Floor

Jersey City, NJ 07306

201-795-6295 

: hcdca@hcnj.us

www.hudsoncountynj.org

Mercer County Office of Consumer 

Affairs

640 S. Broad St.

PO Box 8068

Trenton, NJ 08650-0068

609-989-6671

www.mercercounty.org
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STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Middlesex County Division of 

Consumer Affairs and Weights & 

Measures

711 Jersey Ave.

New Brunswick, NJ 08901

732-745-3875

: consumer@co.middlesex.nj.us

www.co.middlesex.nj.us/

Government/Departments/PSH/

Pages/Office_Inspections.aspx

Monmouth County Department of 

Consumer Affairs

Hall of Records Annex

One E. Main St.

Freehold, NJ 07728-1255

732-431-7900

: consumeraffairs@co.monmouth.

nj.us

www.visitmonmouth.com

Ocean County Department of 

Consumer Affairs

1027 Hooper Ave., Bldg. 2

Toms River, NJ 08754-2191

732-929-2105

: OceanCountyConsumerAffairs@

co.ocean.nj.us

www.co.ocean.nj.us

Passaic County Department of 

Consumer Protection and Weights & 

Measures

Department of Law

1310 Route 23 N

Wayne, NJ 07470

973-305-5881 (Consumer Protection)

973-305-5750 (Weights Measures)

www.passaiccountynj.org

Union County Department of Public 

Safety

Division of Consumer Affairs

300 North Ave., E

Westfield, NJ 07090

908-654-9840

www.ucnj.org

City Offices

Nutley Consumer Affairs

Department of Public Affairs

149 Chestnut St.

Nutley, NJ 07110

973-284-4976

www.nutleynj.org

Secaucus Department of Consumer 

Affairs

Municipal Government Center

1203 Patterson Plank Rd.

Secaucus, NJ 07094

201-330-2008

www.njconsumeraffairs.gov/ocp/

countyoff.htm

New Mexico

State Offices

New Mexico Office of the Attorney 

General

Consumer Protection Division

PO Drawer 1508

Santa Fe, NM 87504-1508

505-827-6009 (Santa Fe)

505-222-9100 (Albuquerque)

575-526-2280(Las Cruces)

Toll free: 1-800-678-1508

www.nmag.gov

New York

State Offices

New York Department of State

Division of Consumer Protection

Consumer Assistance Unit

99 Washington Ave.

Albany, NY 12231-0001

518-474-8583

Toll free: 1-800-697-1220

www.dos.ny.gov/

consumerprotection

Office of the Attorney General - 

Albany 

Consumer Frauds Bureau 

State Capitol

Albany, NY 12224-0341

518-474-5481

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898 

www.ag.ny.gov

Office of the Attorney General - New 

York City 

Consumer Frauds Bureau 

120 Broadway, 3rd Floor

New York, NY 10271-0332

212-416-8300

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898 

www.ag.ny.gov

Regional Offices

Binghamton Regional Office of the 

Attorney General

State Office Building, 17th Floor

44 Hawley St.

Binghamton, NY 13901

607-721-8771

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898

www.ag.ny.gov

Brooklyn Regional Office of the 

Attorney General

55 Hanson Place, Suite 1080

Brooklyn, NY 11217

718-722-3949

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898

www.ag.ny.gov

Buffalo Regional Office of the 

Attorney General

Main Place Tower, Suite 300A

350 Main St.

Buffalo, NY 14202

716-853-8404

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898

www.ag.ny.gov

Harlem Regional Office of the 

Attorney General

163 W. 125th St., Suite 1324

New York, NY 10027

212-961-4475

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898

www.ag.ny.gov

Nassau Regional Office of the 

Attorney General

200 Old Country Rd., Suite 240

Mineola, NY 11501

516-248-3301

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898

www.ag.ny.gov

Plattsburgh Regional Office of the 

Attorney General

43 Durkee St., Suite 700

Plattsburgh, NY 12901

518-562-3282

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Poughkeepsie Regional Office of the 

Attorney General

One Civic Center Plaza, Suite 401

Poughkeepsie, NY 12601-3157

845-485-3900

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898

www.ag.ny.gov

Rochester Regional Office of the 

Attorney General

144 Exchange Blvd., Suite 200

Rochester, NY 14614-2176

585-546-7430

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898

www.ag.ny.gov
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STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Suffolk Regional Office of the 

STATE, COUNTY, AND CITY

Attorney General

300 Motor Pkwy., Suite 230

Hauppauge, NY 11788

631-231-2401

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898

www.ag.ny.gov

Syracuse Regional Office of the 

Attorney General

615 Erie Blvd. W, Suite 104

Syracuse, NY 13204

315-448-4848

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898

www.ag.ny.gov

Utica Regional Office of the Attorney 

General

207 Genesee St., Room 508

Utica, NY 13501

315-793-2225

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898

www.ag.ny.gov

Watertown Regional Office of the 

Attorney General

Dulles State Office Building

317 Washington St.

Watertown, NY 13601

315-785-2444

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898

www.ag.ny.gov

Westchester Regional Office of the 

Attorney General

44 S. Broadway

White Plains, NY 10601-5008

914-422-8794

Toll free: 1-800-771-7755 

TTY: 1-800-788-9898

www.ag.ny.gov

County Offices

Rockland County Office of 

Consumer Protection

18 New Hempstead Rd.

New City, NY 10956

845-708-7600

www.rocklandgov.com

Albany County Office of Consumer 

Affairs

112 State St., Room 630

Albany, NY 12207

518-447-7581

: consumer_complaints@

albanycounty.com

www.albanycounty.com

Nassau County Office of Consumer 

Affairs

240 Old County Rd.

Mineola, NY 11501

516-571-2600

www.nassaucountyny.gov

Orange County Department of 

Consumer Affairs

4 Glenmere Cove Rd.

Goshen, NY 10924

845-360-6700

www.co.orange.ny.us

Putnam County Department of 

Consumer Affairs

110 Old Route 6, Bldg. 3

Carmel, NY 10512

845-808-1617

: PutnamConsumerAffairs@

putnamcountyny.gov

www.putnamcountyny.com

Schenectady County Department 

of Consumer Affairs/Bureau of 

Weights & Measures

64 Kellar Ave.

Schenectady, NY 12306

518-356-7473 (Consumer Affairs)

518-356-6795 (Weights & Measures)

www.schenectadycounty.com

Ulster County Consumer Fraud 

Bureau

275 Wall St.

Kingston, NY 12401

845-340-3280

www.ulstercountyny.gov/districtattorney/fraud-unit

Westchester County Department of 

Consumer Protection

148 Martine Ave., Room 407

White Plains, NY 10601

914-995-2155

: conpro@westchestergov.com

consumer.westchestergov.com

City Offices

Town of Colonie Attorney

Consumer Protection Board

Memorial Town Hall

534 Loudon Rd.

Newtonville, NY 12128

518-783-2790

www.colonie.org

Mt. Vernon Office of Consumer Affairs

City Hall

One Roosevelt Square

Mount Vernon, NY 10550

914-665-2433

www.cmvny.com

New York City Department of 

Consumer Affairs

42 Broadway, 9th Floor

New York, NY 10004

212-639-9675

TTY: 212-504-4115

www.nyc.gov/consumers

Yonkers Consumer Protection Bureau

87 Nepperhan Ave., Room 212

Yonkers, NY 10701

914-377-3000 (Helpline)

www.yonkersny.gov

North Carolina

State Offices

North Carolina Department of 

Agriculture and Consumer Services

1001 Mail Service Center

Raleigh, NC 27699-1001

919-707-3000

www.ncagr.gov

North Carolina Office of the Attorney 

General

Consumer Protection Division

9001 Mail Service Center 

Raleigh, NC 27699-9001

919-716-6000

919-716-0058 (in Spanish)

Toll free: 1-877-566-7226

www.ncdoj.gov

North Dakota

State Offices

North Dakota Office of the Attorney 

General

Consumer Protection and Antitrust 

Division

Gateway Professional Center

1050 E. Interstate Ave., Suite 200

Bismarck, ND 58503-5574

701-328-3404

Toll free: 1-800-472-2600

TTY: 1-800-366-6888

: ndag@nd.gov

www.ag.nd.gov

Ohio

State Offices

Ohio Office of the Attorney General

Consumer Protection Section

30 E. Broad St., 14th Floor

Columbus, OH 43215-3400

614-466-4986

Toll free: 1-800-282-0515

www.ohioattorneygeneral.gov
112 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

County Offices

Cuyahoga County Department of 

Consumer Affairs

2079 E. 9th St.

Cleveland, OH 44115

216-443-7035

www.fiscalofficer.

cuyahogacounty.us/en-US/

ConsumerAffairs.aspx

Summit County Office of Consumer 

Affairs

175 S. Main St., Suite 209

Akron, OH 44308

330-643-2879

: consumeraffairs@summitoh.net

consumeraffairs.summitoh.net

Oklahoma

State Offices

Oklahoma Office of the Attorney 

General

Public Protection Unit

313 N.E. 21st St.

Oklahoma City, OK 73105

405-521-3921 (Oklahoma City)

918-581-2885 (Tulsa)

www.ok.gov/oag

Oklahoma Department of Consumer 

Credit

3613 N.W. 56th St., Suite 240

Oklahoma City, OK 73112-4512

405-521-3653

Toll free: 1-800-448-4904 (Consumer 

Hotline)

www.ok.gov/okdocc

Oregon

State Offices

Oregon Department of Justice

Financial Fraud/Consumer Protection 

Section

1162 Court St., NE

Salem, OR 97301-4096

503-378-4320 (Salem)

503-229-5576 (Portland)

Toll free: 1-877-877-9392

TTY: 1-800-735-2900

: help@oregonconsumer.gov

www.doj.state.or.us

Pennsylvania

State Offices

Pennsylvania Office of the Attorney 

General 

Bureau of Consumer Protection

Strawberry Square, 16th Floor

Harrisburg, PA 17120

717-787-3391

Toll free: 1-800-441-2555 

Toll free: 1-888-520-6680 (Home 

Improvement)

www.attorneygeneral.gov

Regional Offices

Erie Regional Office of the Attorney 

General 

Bureau of Consumer Protection

1001 State St., 10th Floor

Erie, PA 16501

814-871-4371

www.attorneygeneral.gov

Philadelphia Regional Office of the 

Attorney General

Bureau of Consumer Protection 

21 S. 12th St., 2nd Floor

Philadelphia, PA 19107

215-560-2414

www.attorneygeneral.gov

Pittsburgh Regional Office of the 

Attorney General

Bureau of Consumer Protection

Manor Complex, 6th Floor

564 Forbes Ave.

Pittsburgh, PA 15219

412-565-5135

www.attorneygeneral.gov

Scranton Regional Office of the 

Attorney General

Bureau of Consumer Protection

417 Lackawanna Ave.

Scranton, PA 18503

570-963-4913

www.attorneygeneral.gov

State College Regional Office of the 

Attorney General

Bureau of Consumer Protection

444 E. College Ave., Suite 440

State College, PA 16801

814-863-3900

www.attorneygeneral.gov

County Offices

Bucks County Department of 

Consumer Protection

1260 Almshouse Rd., 1st Floor

Doylestown, PA 18901

215-348-6060

: consumerprotection@co.bucks.

pa.us

www.buckscounty.org

Delaware County Department of 

Consumer Affairs

Government Center Building

201 W. Front St.

Media, PA 19063

610-891-4865

: delcoca@co.delaware.pa.us

www.co.delaware.pa.us/

consumeraffairs

Puerto Rico

State Offices

Puerto Rico Department of 

Consumer Affairs

Ave. Jose De Diego, Pda. 22

Centro Gubernamental Minillas

Edificio Torre Norte, Piso 8

San Juan, PR 00940

787-722-7555

www.daco.gobierno.pr

Rhode Island

State Offices

Rhode Island Office of the Attorney 

General

Consumer Protection Unit

150 S. Main St.

Providence, RI 02903

401-274-4400

: contactus@riag.ri.gov

www.riag.state.ri.us

South Carolina

State Offices

South Carolina Department of 

Consumer Affairs

PO Box 5757

Columbia, SC 29250

803-734-4200

Toll free: 1-800-922-1594 

www.consumer.sc.gov

South Carolina Office of the 

Attorney General

PO Box 11549

Columbia, SC 29211

803-734-3970

www.scag.gov
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 113

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

STATE, COUNTY, AND CITY

South Dakota

State Offices

South Dakota Office of the Attorney 

General

Division of Consumer Protection

1302 E. Hwy. 14, Suite 3

Pierre, SD 57501-8503

605-773-4400

Toll free: 1-800-300-1986

TTY: 605-773-6585

: consumerhelp@state.sd.us

www.atg.sd.gov

Tennessee

State Offices

Tennessee Department of 

Commerce and Insurance

Division of Consumer Affairs

500 James Robertson Pkwy., 12th Floor

Nashville, TN 37243-0600

615-741-4737

Toll free: 1-800-342-8385

: consumer.affairs@tn.gov

www.tn.gov/consumer

Tennessee Office of the Attorney 

General

Consumer Advocate and Protection 

Division

PO Box 20207

Nashville, TN 37202-0207

615-741-1671

www.tn.gov/attorneygeneral

Texas

State Offices

Texas Office of the Attorney General

Consumer Protection Division

PO Box 12548

Austin, TX 78711-2548

512-463-2185

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

Regional Offices

Dallas Regional Office of the 

Attorney General 

Consumer Protection Division

1412 Main St., Suite 810

Dallas, TX 75202

214-969-5310

Toll free: 1-800-621-0508 

www.texasattorneygeneral.gov

El Paso Regional Office of the 

Attorney General 

Consumer Protection Division

401 E. Franklin Ave., Suite 530

El Paso, TX 79901

915-834-5800

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

Houston Regional Office of the 

Attorney General

Consumer Protection Division

808 Travis St., Suite 1520

Houston, TX 77002-1702

713-223-5886

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

McAllen Regional Office of the 

Attorney General 

Consumer Protection Division

3201 N. McColl Rd., Suite B

McAllen, TX 78501-1685

956-682-4547

Toll free: 1-800-621-0508 

www.texasattorneygeneral.gov

San Antonio Regional Office of the 

Attorney General

Consumer Protection Division

115 E. Travis St., Suite 925

San Antonio, TX 78205-1605

210-225-4191

Toll free: 1-800-621-0508 

www.texasattorneygeneral.gov

County Offices

Harris County District Attorney’s 

Office 

Consumer Fraud

1201 Franklin St., Suite 600

Houston, TX 77002-1923

713-755-5836

app.dao.hctx.net

Utah

State Offices

Utah Department of Commerce

Division of Consumer Protection

160 E. 300 S, 2nd Floor

PO Box 146704

Salt Lake City, UT 84114-6704

801-530-6601

Toll free: 1-800-721-7233

: consumerprotection@utah.gov

www.consumerprotection.utah.

gov

Utah Office of the Attorney General

PO Box 142320

Salt Lake City, UT 84114-2320

Toll free: 1-800-244-4636

: uag@utah.gov

www.attorneygeneral.utah.gov

Vermont

State Offices

Vermont Agency of Agriculture, 

Food, and Markets

Food Safety and Consumer Protection

116 State St.

Montpelier, VT 05620

802-828-2426

: AGR.ConsumerProtection@state.

vt.us

www.agriculture.vermont.gov

Vermont Office of the Attorney 

General

Consumer Assistance Program

146 University Pl.

Burlington, VT 05405

802-656-3183

Toll free: 1-800-649-2424 

: consumer@uvm.edu

www.atg.state.vt.us

Virgin Islands

State Offices

Virgin Islands Department of 

Licensing and Consumer Affairs

Golden Rock Shopping Center

3000 Estate Golden Rock, Suite 9

St. Croix, VI 00820

340-773-2226

www.dlca.vi.gov

Virgin Islands Department of 

Licensing and Consumer Affairs

Property and Procurement Bldg.

8201 Sub Base, Suite 1

St. Thomas, VI 00802

340-774-3130

www.dlca.vi.gov

Virginia

State Offices

Virginia Office of the Attorney 

General

Consumer Protection Section

900 E. Main St.

Richmond, VA 23219

804-786-2042

Toll free: 1-800-552-9963 

TTY: 1-800-828-1120

www.oag.state.va.us
114 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Regional Offices

Office of the Attorney General - 

Northern Virginia

10555 Main St., Suite 350

Fairfax, VA 22030

703-277-3540

www.oag.state.va.us

Office of the Attorney General - 

Southwest Region

204 Abingdon Pl.

Abingdon, VA 24211

276-628-2759

www.oag.state.va.us

Office of the Attorney General - 

Western Region

3033 Peters Creek Rd.

Roanoke, VA 24019

540-562-3570

www.oag.state.va.us

County Offices

Fairfax County Department of Cable 

Communications and Consumer 

Services

12000 Government Center Pkwy., Suite 433

Fairfax, VA 22035

703-222-8435

: consumer@fairfaxcounty.gov

www.fairfaxcounty.gov/consumer

Washington

State Offices

Washington Office of the Attorney 

General

Consumer Protection Division

PO Box 40100

1125 Washington St., SE

Olympia, WA 98504-0100

206-464-6684

Toll free: 1-800-551-4636 

TTY: 1-800-833-6388

www.atg.wa.gov

Regional Offices

Bellingham Regional Office of the 

Attorney General

Consumer Protection Division 

103 E. Holly St., Suite 310

Bellingham, WA 98225

360-676-2037

Toll free: 1-800-551-4636 

TTY: 1-800-833-6388

www.atg.wa.gov

Kennewick Regional Office of the 

Attorney General 

Consumer Protection Division 

8127 W. Klamath Ct.

Bldg. 6, Suite A

Kennewick, WA 99336-2607

509-734-7285

Toll free: 1-800-551-4636 

TTY: 1-800-833-6388

www.atg.wa.gov

Seattle Regional Office of the 

Attorney General

Consumer Protection Division

800 5th Ave., Suite 2000

Seattle, WA 98104

206-464-7744

Toll free: 1-800-551-4636

TTY: 1-800-833-6388

www.atg.wa.gov

Spokane Regional Office of the 

Attorney General

Consumer Protection Division 

1116 W. Riverside Ave.

Spokane, WA 99201-1194

509-456-3123

Toll free: 1-800-551-4636 

TTY: 1-800-833-6388

www.atg.wa.gov

Tacoma Regional Office of the 

Attorney General 

Consumer Protection Division 

1250 Pacific Ave., Suite 105

Tacoma, WA 98402

253-593-5243

Toll free: 1-800-551-4636 

TTY: 1-800-833-6388

www.atg.wa.gov

Vancouver Regional Office of the 

Attorney General 

Consumer Protection Division 

1220 Main St., Suite 510

Vancouver, WA 98660

360-759-2100

Toll free: 1-800-551-4636 

TTY: 1-800-833-6388

www.atg.wa.gov

West Virginia

State Offices

West Virginia Office of the Attorney 

General

Consumer Protection Division

PO Box 1789

Charleston, WV 25326-1789

304-558-8986

Toll free: 1-800-368-8808 

: consumer@wvago.gov

www.wvago.gov

Wisconsin

State Offices

Wisconsin Department of 

Agriculture, Trade and Consumer 

Protection

Bureau of Consumer Protection

PO Box 8911

2811 Agriculture Dr.

Madison, WI 53708-8911

608-224-5012

Toll free: 1-800-422-7128 

TTY: 608-224-5058

: datcphotline@wisconsin.gov

datcp.wi.gov

Wisconsin Department of Justice

Consumer Protection and Antitrust Unit

PO Box 7857

Madison, WI 53707-7857

608-266-1221

www.doj.state.wi.us

Wyoming

State Offices

Wyoming Office of the Attorney 

General

Consumer Protection Unit 

123 State Capitol

200 W. 24th St.

Cheyenne, WY 82002

307-777-5833

Toll free: 1-800-438-5799

TTY: 307-777-5351

: AG.Consumer@wyo.gov

ag.wyo.gov/cpu
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STATE BANKING AUTHORITIES

Alabama

State Banking Department

Consumer Affairs

PO Box 4600

Montgomery, AL 36103-4600

334-353-5705

Toll free: 1-866-465-2279

www.banking.alabama.gov

Alaska

Department of Commerce, 

Community and Economic 

Development

Division of Banking and Securities

PO Box 110807

Juneau, AK 99811-0807

907-465-2521

Toll free: 1-888-925-2521

TTY: 907-465-5437

: dbsc@commerce.state.ak.us

www.commerce.alaska.gov

Arizona

Department of Financial Institutions

Consumer Affairs

2910 N. 44th St., Suite 310

Phoenix, AZ 85018

602-771-2800

Toll free: 1-800-544-0708

: consumeraffairs@azdfi.gov

www.azdfi.gov

Arkansas

State Bank Department

400 Hardin Rd., Suite 100

Little Rock, AR 72211

501-324-9019

: asbd@banking.state.ar.us

banking.arkansas.gov

California

Department of Business Oversight

Consumer Services

1515 K St., Suite 200

Sacramento, CA 95814

916-327-7585

Toll free: 1-866-275-2677 

www.dbo.ca.gov

Colorado

Department of Regulatory Agencies 

Division of Banking

1560 Broadway, Suite 975

Denver, CO 80202

303-894-7575

: DORA_BankingWebsite@state.

co.us

www.dora.state.co.us/banking

Connecticut

Department of Banking

Government Relations and Consumer 

Affairs

260 Constitution Plaza

Hartford, CT 06103-1800

860-240-8180

Toll free: 1-800-831-7225

Toll free: 1-877-472-8313 (Foreclosure 

Assistance)

www.ct.gov/dob

Delaware

Office of the State Bank 

Commissioner

Attn: Compliance

555 E. Loockerman St., Suite 210

Dover, DE 19901

302-739-4235

www.banking.delaware.gov

District Of Columbia

Department of Insurance, Securities 

and Banking

Attn: Consumer Services Section

810 1st St., NE, Suite 701

Washington, DC 20002

202-727-8000

: disb.complaints@dc.gov

www.disb.dc.gov

Florida

Office of Financial Regulation

Division of Financial Institutions

Consumer Assistance Group

200 E. Gaines St.

Tallahassee, FL 32399-0371

850-487-9687

www.flofr.com

Georgia

Department of Banking and Finance

2990 Brandywine Rd., Suite 200

Atlanta, GA 30341-5565

770-986-1633

Toll free: 1-888-986-1633 

www.dbf.georgia.gov

Hawaii

Department of Commerce and 

Consumer Affairs

Division of Financial Institutions

PO Box 2054

Honolulu, HI 96805

808-586-2820 (Honolulu)

808-274-3141 (Kauai)

808-984-2400 (Maui)

808-974-4000 (Hawaii)

Toll free: 1-800-468-4644

: dfi@dcca.hawaii.gov

www.cca.hawaii.gov/dfi

Idaho

Department of Finance

Financial Institutions Bureau

PO Box 83720

Boise, ID 83720-0031

208-332-8000

Toll free: 1-888-346-3378 

: finance@finance.idaho.gov

www.finance.idaho.gov

STATE BANKING AUTHORITIES

Contact Your Local Banking Authority 

The officials listed below regulate and supervise state-chartered banks. Many 

of them handle or refer problems and complaints about other types of financial 

institutions as well. Some also answer general questions about banking and 

consumer credit. If you are dealing with a federally-chartered bank, check 

Federal Agencies on page 89. Also see the chart in the Banking section 

on page 8. 

Note: Toll free phone numbers may be restricted to use only within the state 

listed.
116 www.USA.gov t 

STATE BANKING AUTHORITIES

Illinois

Department of Financial and 

Professional Regulation

Division of Banking

320 W. Washington St.

Springfield, IL 62786

217-782-3000

Toll free: 1-800-532-8785

TTY: 217-524-6644

www.idfpr.com

Indiana

Department of Financial Institutions

30 S. Meridian St., Suite 300

Indianapolis, IN 46204

317-232-3955

Toll free: 1-800-382-4880 

www.in.gov/dfi

Iowa

Division of Banking

200 E. Grand Ave., Suite 300

Des Moines, IA 50309-1827

515-281-4014

: IDOBcomplaints@idob.state.ia.us

www.idob.state.ia.us

Kansas

Office of the State Bank 

Commissioner

700 S.W. Jackson St., Suite 300

Topeka, KS 66603

785-296-2266

: complaints@osbckansas.org

www.osbckansas.org

Kentucky

Department of Financial Institutions

1025 Capitol Center Dr., Suite 200

Frankfort, KY 40601

502-573-3390

Toll free: 1-800-223-2579

: kfi.complaints@ky.gov

www.kfi.ky.gov/Pages/default.

aspx

Louisiana

Office of Financial Institutions

PO Box 94095

Baton Rouge, LA 70804-9095

225-925-4660

Toll free: 1-888-525-9414

: complaints@ofi.la.gov

www.ofi.state.la.us

Maine

Bureau of Financial Institutions

Consumer Outreach Program

36 State House Station

Augusta, ME 04333-0036

207-624-8570

Toll free: 1-800-965-5235

www.maine.gov/pfr/

financialinstitutions

Maryland

Department of Labor, Licensing and 

Regulation

Commissioner of Financial Regulation

500 N. Calvert St., Suite 402

Baltimore, MD 21202

410-230-6077 (Consumer Services)

Toll free: 1-888-784-0136

: CFRComplaints@dllr.state.md.us

www.dllr.state.md.us/finance

Massachusetts

Office of Consumer Affairs and 

Business Regulation

Division of Banks 

Consumer Assistance Unit

1000 Washington St., 10th Floor

Boston, MA 02118-6400

617-956-1500

Toll free: 1-800-495-2265

TTY: 617-956-1577

www.mass.gov/ocabr

Michigan

Department of Insurance and 

Financial Services

PO Box 30220

Lansing, MI 48909-7720

517-373-0220

Toll free: 1-877-999-6442 

: difs-info@michigan.gov

www.michigan.gov/difs

Minnesota

Department of Commerce

Financial Institutions Division

85 7th Pl. E, Suite 500

St. Paul, MN 55101

651-539-1700

Toll free: 1-800-657-3602

: consumer.protection@state.mn.us

www.mn.gov/commerce

Mississippi

Department of Banking and 

Consumer Finance

901 Woolfolk Building, Suite A

501 N. West St.

Jackson, MS 39201

601-359-1031

Toll free: 1-800-844-2499 

www.dbcf.state.ms.us

Missouri

Division of Finance

PO Box 716

Jefferson City, MO 65102

573-751-3242

: finance@dof.mo.gov

www.finance.mo.gov

Montana

Division of Banking and Financial 

Institutions

PO Box 200546

Helena, MT 59620

406-841-2920

TTY: 406-841-2974

www.banking.mt.gov

Nebraska

Department of Banking and Finance

Financial Institutions Division

PO Box 95006

Lincoln, NE 68509-5006

402-471-2171

Toll free: 1-877-471-3445

www.ndbf.ne.gov

Nevada

Department of Business and 

Industry

Division of Financial Institutions

2785 E. Desert Inn Rd., Suite 180

Las Vegas, NV 89121

702-486-4120

: fidmaster@ifd.state.nv.us

www.fid.state.nv.us
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STATE BANKING AUTHORITIES

New Hampshire

State Banking Department

53 Regional Dr., Suite 200

Concord, NH 03301

603-271-3561

Toll free: 1-800-437-5991

TTY: 1-800-735-2964

: nhbd@banking.state.nh.us

www.nh.gov/banking

New Jersey

Department of Banking and 

Insurance

Consumer Inquiry and Response Center

PO Box 471

Trenton, NJ 08625-0471

609-292-7272

Toll free: 1-800-446-7467

www.state.nj.us/dobi

New Mexico

Regulation and Licensing 

Department

Financial Institutions Division

PO Box 25101

Santa Fe, NM 87505

505-476-4885

www.rld.state.nm.us/

financialinstitutions

New York

State Banking Authorities 

Department of Financial Services

Consumer Assistance Unit

1 State St.

New York, NY 10004-1511

212-480-6400

Toll free: 1-800-342-3736 

www.dfs.ny.gov

North Carolina

Commissioner of Banks

4309 Mail Service Center

Raleigh, NC 27699-4309

Toll free: 1-888-384-3811

www.nccob.org

North Dakota

Department of Financial Institutions

2000 Schafer St., Suite G

Bismarck, ND 58501-1204

701-328-9933

TTY: 1-800-366-6888

: dfi@nd.gov

www.nd.gov/dfi

Ohio

Department of Commerce

Division of Financial Institutions

77 S. High St., 21st Floor

Columbus, OH 43215-6120

614-728-8400

Toll free: 1-866-278-0003

: web.dfi@com.ohio.gov

www.com.ohio.gov/fiin

Oklahoma

State Banking Department

2900 N. Lincoln Blvd.

Oklahoma City, OK 73105

405-521-2782

www.ok.gov/banking

Oregon

Department of Consumer and 

Business Services

Division of Finance and Corporate 

Securities 

PO Box 14480

Salem, OR 97309-0405

503-378-4140

Toll free: 1-866-814-9710 

: dcbs.dfcsmail@state.or.us

www.dfcs.oregon.gov

Pennsylvania

Department of Banking and 

Securities

Consumer Services

17 N. Second St., Suite 1300

Harrisburg, PA 17101-2290

717-787-1854

Toll free: 1-800-722-2657

TTY: 1-800-679-5070

www.banking.state.pa.us

Puerto Rico

Office of the Commissioner of 

Financial Institutions

PO Box 11855

San Juan, PR 00910-3855

787-723-3131

www.ocif.gobierno.pr

Rhode Island

Department of Business Regulation

Division of Banking

1511 Pontiac Ave.

Bldg. 68-2

Cranston, RI 02920

401-462-9500

www.dbr.state.ri.us

South Carolina

Office of the Commissioner of 

Banking

State Board of Financial Institutions

1205 Pendleton St., Suite 305

Columbia, SC 29201

803-734-2001

www.banking.sc.gov

South Dakota

Department of Labor and Regulation

Division of Banking

1601 N. Harrison Ave., Suite 1

Pierre, SD 57501

605-773-3421

: banking@state.sd.us

dlr.sd.gov/banking

Tennessee

Department of Financial Institutions

Consumer Resources Division

400 Deaderick St., 6th Floor

Nashville, TN 37243

615-253-2023

Toll free: 1-800-778-4215 

: TDFI.ConsumerResources@tn.gov

www.tennessee.gov/tdfi

STATE BANKING AUTHORITIES
118 www.USA.gov t 

STATE BANKING AUTHORITIES

Texas

Department of Banking

Consumer Assistance Activities

2601 N. Lamar Blvd. 

Austin, TX 78705

512-475-1300

Toll free: 1-877-276-5554 (Consumer 

Hotline)

: consumer.complaints@dob.texas.

gov

www.dob.texas.gov

Utah

Department of Financial Institutions

PO Box 146800

Salt Lake City, UT 84114-6800

801-538-8830

www.dfi.utah.gov

Vermont

Department of Financial Regulation

Banking Division

89 Main St.

Montpelier, VT 05620-3101

802-828-3301

Toll free: 1-888-568-4547

: dfr.bnkconsumer@state.vt.us

www.dfr.vermont.gov

Virgin Islands

Office of the Lieutenant Governor

Division of Banking and Insurance

1131 King St., Suite 101

Christiansted, VI 00820

340-773-6459

ltg.gov.vi

Virginia

State Corporation Commission

Bureau of Financial Institutions

PO Box 640

Richmond, VA 23218-0640

804-371-9657

Toll free: 1-800-552-7945 

TTY: 804-371-9206

: bfiquestions@scc.virginia.gov

www.scc.virginia.gov

Washington

Department of Financial Institutions

Division of Consumer Services

PO Box 41200

Olympia, WA 98504-1200

360-902-8700

Toll free: 1-877-746-4334

TTY: 360-664-8126

www.dfi.wa.gov

West Virginia

Division of Financial Institutions

900 Pennsylvania Ave.

Suite 306

Charleston, WV 25302

304-558-2294

www.dfi.wv.gov

Wisconsin

Department of Financial Institutions

Bureau of Consumer Affairs

PO Box 8041

Madison, WI 53708-8041

608-264-7969

TTY: 608-266-8818

www.wdfi.org

Wyoming

Department of Audit

Division of Banking

122 W. 25th St.

Herschler Building, 3rd Floor, East

Cheyenne, WY 82002

307-777-7797

: wyomingbankingdivision@wyo.gov

audit.wyo.gov
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STATE INSURANCE REGULATORS STATE INSURANCE REGULATORS

Alabama

Department of Insurance

PO Box 303351

Montgomery, AL 36130-3351

334-241-4141 (Consumer Services)

: ConsumerServices@insurance.

alabama.gov

www.aldoi.gov

Alaska

Department of Commerce, 

Community and Economic 

Development

Division of Insurance

Robert B. Atwood Building

550 W. 7th Ave., Suite 1560

Anchorage, AK 99501-3567

907-269-7900

Toll free: 1-800-467-8725

TTY: 907-465-5437

: insurance@alaska.gov

www.commerce.alaska.gov/dnn/

ins

Arizona

Department of Insurance

Consumer Affairs Division

2910 N. 44th St., Suite 210

Phoenix, AZ 85018-7269

602-364-2499

602-364-2977 (in Spanish)

Toll free: 1-800-325-2548

: consumers@azinsurance.gov

www.azinsurance.gov

Arkansas

Insurance Department

Consumer Services Division

1200 W. 3rd St.

Little Rock, AR 72201-1904

501-371-2640

Toll free: 1-800-852-5494

: insurance.consumers@arkansas.

gov

www.insurance.arkansas.gov

California

Department of Insurance

Consumer Services Division

300 S. Spring St., South Tower

Los Angeles, CA 90013

213-897-8921

Toll free: 1-800-927-4357

TTY: 1-800-482-4833

www.insurance.ca.gov

Department of Managed Health 

Care, California HMO Help Center

980 9th St., Suite 500

Sacramento, CA 95814-2725

Toll free: 1-888-466-2219

TTY: 1-877-688-9891

www.hmohelp.ca.gov

Colorado

Department of Regulatory Agencies

Division of Insurance

1560 Broadway, Suite 850

Denver, CO 80202

303-894-7490

Toll free: 1-800-930-3745

: insurance@dora.state.co.us

www.dora.state.co.us/Insurance

Connecticut

Insurance Department

Consumer Affairs Division

PO Box 816

Hartford, CT 06142-0816

860-297-3900

Toll free: 1-800-203-3447 

: cid.ca@ct.gov

www.ct.gov/cid

Delaware

Department of Insurance

841 Silver Lake Blvd.

Dover, DE 19904

302-674-7310

Toll free: 1-800-282-8611

: consumer@state.de.us

www.delawareinsurance.gov

District Of Columbia

Department of Insurance, Securities 

and Banking

Attn: Consumer Services Division

810 First St., NE, Suite 701

Washington, DC 20002

202-727-8000

: disb.complaints@dc.gov

www.disb.dc.gov

Florida

Office of Insurance Regulation

200 E. Gaines St.

Tallahassee, FL 32399

850-413-3140

Toll free: 1-877-693-5236

www.floir.com

Georgia

Insurance and Safety Fire 

Commissioner

Two Martin Luther King, Jr., Dr.

West Tower, Suite 716

Atlanta, GA 30334

404-656-2070

Toll free: 1-800-656-2298

: consumer@oci.ga.gov

www.oci.ga.gov

Hawaii

Department of Commerce and 

Consumer Affairs

Insurance Division

PO Box 3614

Honolulu, HI 96811

808-586-2790

Toll free: 1-800-468-4644 (Lanai and 

Molokai)

: insurance@dcca.hawaii.gov

www.hawaii.gov/dcca/ins

Contact Your Local Insurance Regulator 

The offices listed below enforce laws and regulations for each type of 

insurance. Many of these offices can also provide you with information to help 

you make informed insurance-buying decisions. See the Insurance section in 

Part I of this Handbook for advice (p. 29). 

If you have a question or complaint about your insurance company’s policies, 

contact the company before you contact your state insurance regulator.

Note: Toll free phone numbers may be restricted to use only within the state listed.

STATE INSURANCE REGULATORS
120 www.USA.gov t 

STATE INSURANCE REGULATORS STATE INSURANCE REGULATORS

Idaho

Department of Insurance

Consumer’s Bureau

700 W. State St.

Boise, ID 83720-0043

208-334-4319

Toll free: 1-800-721-3272

: consumeraffairs@doi.idaho.gov

www.doi.idaho.gov

Illinois

Department of Insurance

320 W. Washington St.

Springfield, IL 62767-0001

217-782-4515

Toll free: 1-877-527-9431 (Health 

Insurance)

Toll free: 1-866-445-5364 (Consumer 

Assistance Hotline)

TTY: 1-866-323-5321

: doi.infodesk@illinois.gov

www.insurance.illinois.gov

Indiana

Department of Insurance

Consumer Services Division

311 W. Washington St., Suite 300

Indianapolis, IN 46204-2787

317-232-2395

Toll free: 1-800-622-4461

: consumerservices@idoi.in.gov

www.in.gov/idoi

Iowa

Division of Insurance

Market Regulation Bureau

601 Locust St., 4th Floor

Des Moines, IA 50309-3738

515-281-6348

Toll free: 1-877-955-1212 

www.iid.state.ia.us

Kansas

Insurance Department

Consumer Assistance Division

420 S.W. 9th St.

Topeka, KS 66612

785-296-7829 

Toll free: 1-800-432-2484 

TTY: 1-877-235-3151

: webcomplaints@ksinsurance.org

www.ksinsurance.org

Kentucky

Department of Insurance

Consumer Protection Division

PO Box 517

Frankfort, KY 40602-0517

502-564-6034

Toll free: 1-800-595-6053

TTY: 1-800-648-6056

: doi.info@ky.gov

insurance.ky.gov

Louisiana

Department of Insurance

Office of Consumer Advocacy

PO Box 94214

Baton Rouge, LA 70804-9214

225-342-5900

Toll free: 1-800-259-5300

: consumeradvocacy@ldi.la.gov 

www.ldi.state.la.us

Maine

Bureau of Insurance

34 State House Station

Augusta, ME 04333

207-624-8475

Toll free: 1-800-300-5000 

: Insurance.PFR@maine.gov

www.maine.gov/pfr/insurance

Maryland

Insurance Administration

Consumer Division

200 St. Paul Pl., Suite 2700

Baltimore, MD 21202

410-468-2000

Toll free: 1-800-492-6116

TTY: 1-800-735-2258

www.mdinsurance.state.md.us

Massachusetts

Office of Consumer Affairs & 

Business Regulation

Division of Insurance

1000 Washington St., Suite 810

Boston, MA 02118-6200

617-521-7794

Toll free: 1-877-563-4467 

TTY: 1-800-720-3480

www.mass.gov/doi

Michigan

Department of Insurance and 

Financial Services

PO Box 30220

Lansing, MI 48909-7720

517-373-0220

Toll free: 1-877-999-6442

: difs-ins-info@michigan.gov

www.michigan.gov/difs

Minnesota

Department of Commerce

Insurance Division

85 7th Pl. E, Suite 500

St. Paul, MN 55101

651-539-1600

Toll free: 1-800-657-3602 

: consumer.protection@state.mn.us 

www.insurance.mn.gov

Mississippi

Department of Insurance

PO Box 79

Jackson, MS 39205-0079

601-359-3569

Toll free: 1-800-562-2957

: consumer@mid.ms.gov

www.mid.ms.gov

Missouri

Department of Insurance, Financial, 

and Professional Registration

Consumer Affairs Division

PO Box 690

Jefferson City, MO 65102-0690

Toll free: 1-800-726-7390 

TTY: 573-526-4536

: consumeraffairs@insurance.

mo.gov

www.insurance.mo.gov

Montana

Commissioner of Securities and 

Insurance

Insurance Division

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148

TTY: 406-444-3246

www.csi.mt.gov/consumers
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STATE INSURANCE REGULATORS

Nebraska

Department of Insurance

PO Box 82089

Lincoln, NE 68501-2089

402-471-2201

Toll free: 1-877-564-7323 

TTY: 1-800-833-7352

: DOI.ConsumerAffairs@nebraska.

gov

www.doi.ne.gov

Nevada

Department of Business and 

Industry

Division of Insurance

Consumer Services Section

2501 E. Sahara Ave., Suite 302

Las Vegas, NV 89104

702-486-4009

Toll free: 1-888-872-3234 

www.doi.nv.gov

Department of Business and 

Industry

Division of Insurance

Consumer Services Section

1818 E. College Pkwy., Suite 103

Carson City, NV 89706

775-687-0700

Toll free: 1-888-872-3234

: cscc@doi.state.nv.us

www.doi.nv.gov

New Hampshire

Insurance Department 

Consumer Services Division

21 S. Fruit St., Suite 14

Concord, NH 03301

603-271-2261

Toll free: 1-800-852-3416 

TTY: 1-800-735-2964 

: consumerservices@ins.nh.gov

www.nh.gov/insurance

New Jersey

Department of Banking and 

Insurance

Consumer Center

153 Halsey St.

Newark, NJ 07102

973-648-4713

Toll free: 1-800-446-7467

www.state.nj.us/dobi

Department of Banking and 

Insurance

Consumer Inquiries and Complaints

PO Box 471

Trenton, NJ 08625-0471

609-292-7272

Toll free: 1-800-446-7467

www.state.nj.us/dobi

New Mexico

Superintendent of Insurance

Consumer Assistance Bureau

PO Box 1689

Santa Fe, NM 87504-1689

505-827-4601

Toll free: 1-855-427-5674

: consumer@state.nm.us

www.osi.state.nm.us

New York

Department of Financial Services

Insurance Department 

Consumer Assistance Unit

One Commerce Plaza

Albany, NY 12257

212-480-6400

Toll free: 1-800-342-3736 

www.dfs.ny.gov

Insurance Department

Insurance Division

Consumer Assistance Unit

25 Beaver St.

New York, NY 10004

212-480-6400

Toll free: 1-800-342-3736

www.dfs.ny.gov

North Carolina

Department of Insurance

Consumer Services 

1201 Mail Service Center

Raleigh, NC 27699-1201

919-807-6750 

Toll free: 1-800-546-5664 

www.ncdoi.com

North Dakota

Insurance Department

600 E. Boulevard Ave.

Bismarck, ND 58505-0320

701-328-2440

Toll free: 1-800-247-0560 

TTY: 1-800-366-6888

: insurance@nd.gov

www.nd.gov/ndins

Ohio

Department of Insurance

Consumer Services

50 W. Town St., 3rd Floor, Suite 300

Columbus, OH 43215

614-644-2673

Toll free: 1-800-686-1526

Toll free: 1-800-686-1527 (Fraud Hotline)

TTY: 614-644-3745

www.insurance.ohio.gov

Oklahoma

Insurance Department

Consumer Assistance Division

Five Corporate Plaza

3625 N.W. 56th St., Suite 100

Oklahoma City, OK 73112

405-521-2991

Toll free: 1-800-522-0071 

www.ok.gov/oid

Oregon

Consumer and Business Services

Insurance Division

PO Box 14480

Salem, OR 97309-0405

503-947-7984

Toll free: 1-888-877-4894 

: cp.ins@state.or.us

www.insurance.oregon.gov

Pennsylvania

Insurance Department

Consumer Services

1209 Strawberry Square

Harrisburg, PA 17120

717-787-2317

Toll free: 1-877-881-6388 

TTY: 717-783-3898

www.insurance.pa.gov

Puerto Rico

Office of the Commissioner of 

Insurance

B5 Calle Tabonuco, Suite 216 

PMB 356

Guaynabo, PR 00968-3029

787-304-8686

www.ocs.gobierno.pr

STATE INSURANCE REGULATORS

STATE INSURANCE REGULATORS
122 www.USA.gov t 

STATE INSURANCE REGULATORS

Rhode Island

Department of Business Regulation

Insurance Division

1511 Pontiac Ave.

Bldg. 69-2

Cranston, RI 02920

401-462-9520

: InsuranceInquiry@dbr.ri.gov

www.dbr.state.ri.us

South Carolina

Department of Insurance

Consumer Services

PO Box 100105

Columbia, SC 29202-3105

803-737-6180

Toll free: 1-800-768-3467 

: consumers@doi.sc.gov

www.doi.sc.gov

South Dakota

Department of Labor and Regulation 

Division of Insurance

445 E. Capitol Ave.

Pierre, SD 57501

605-773-3563

: insurance@state.sd.us

www.dlr.sd.gov/insurance

Tennessee

Department of Commerce and 

Insurance

Consumer Insurance Services

500 James Robertson Pkwy.

Nashville, TN 37243

615-741-2218

Toll free: 1-800-342-4029 

: CIS.complaints@tn.gov

www.tn.gov/commerce

Texas

Department of Insurance

Consumer Protection (111-1A)

PO Box 149091

Austin, TX 78714-9091

512-463-6169

Toll free: 1-800-252-3439

TTY: 512 322-4238

: consumerprotection@tdi.texas.gov

www.tdi.texas.gov

Utah

Insurance Department 

Consumer Service

State Office Building, Suite 3110

450 N. State St.

Salt Lake City, UT 84114-6901

801-538-3800

Toll free: 1-800-439-3805 

TTY: 801-538-3826

www.insurance.utah.gov

Vermont

Department of Financial Regulation

Insurance Consumer Services

89 Main St.

Montpelier, VT 05620-3101

802-828-3301

Toll free: 1-800-964-1784 

: dfr.insuranceinfo@state.vt.us

www.dfr.vermont.gov

Virgin Islands

Division of Banking and Insurance

5049 Kongens Gade

Charlotte Amalie, VI 00802

340-774-7166

ltg.gov.vi

Virginia

State Corporation Commission

Bureau of Insurance

PO Box 1157

Richmond, VA 23218-1157

804-371-9741

Toll free: 1-877-310-6560 

TTY: 804-371-9206

: bureauofinsurance@scc.virginia.

gov

www.scc.virginia.gov

Washington

Office of the Insurance 

Commissioner

Consumer Protection

PO Box 40256

Olympia, WA 98504-0256

360-725-7080

Toll free: 1-800-562-6900 

TTY: 360-586-0241

www.insurance.wa.gov

West Virginia

Offices of the Insurance 

Commissioner

Consumer Service Division

PO Box 50540

Charleston, WV 25305-0540

304-558-3386

Toll free: 1-888-879-9842 

TTY: 1-800-435-7381

: consumer.service@wvinsurance.

gov

www.wvinsurance.gov

Wisconsin

Office of the Commissioner of 

Insurance

PO Box 7873

Madison, WI 53707-7873

608-266-3585

Toll free: 1-800-236-8517 

: ocicomplaints@wisconsin.gov

www.oci.wi.gov

Wyoming

Department of Insurance

Consumer Affairs Section

106 E. 6th Ave.

Cheyenne, WY 82001

307-777-7402

Toll free: 1-800-438-5768 

doi.wyo.gov

STATE INSURANCE REGULATORS
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STATE SECURITIES ADMINISTRATORS

Alabama

Securities Commission

PO Box 304700

Montgomery, AL 36130-4700

334-242-2984

Toll free: 1-800-222-1253 

: asc@asc.alabama.gov

www.asc.state.al.us

Alaska

Department of Commerce, 

Community, and Economic 

Development

Division of Banking and Securities

PO Box 110807

Juneau, AK 99811-0807

907-465-2521

Toll free: 1-888-925-2521 

TTY: 907-465-5437

: dbsc@alaska.gov

www.commerce.alaska.gov/dnn/

dbs

Arizona

Arizona Corporation Commission 

Securities Division

1300 W. Washington St., 3rd Floor

Phoenix, AZ 85007

602-542-4242

Toll free: 1-866-837-4399 

: info@azinvestor.gov

www.azinvestor.gov

Arkansas

Securities Department

Heritage West Building, Suite 300

201 E. Markham St.

Little Rock, AR 72201-1692

501-324-9260

Toll free: 1-800-981-4429

: info@securities.arkansas.gov

www.securities.arkansas.gov

California

Department of Business Oversight

Consumer Services 

1515 K St., Suite 200

Sacramento, CA 95814

Toll free: 1-866-275-2677

www.dbo.ca.gov

Colorado

Department of Regulatory Agencies 

Division of Securities

1560 Broadway, Suite 900

Denver, CO 80202

303-894-2320

TTY: 1-800-659-2656

: dora_securitieswebsite@state.

co.us

dora.colorado.gov/dos

Connecticut

Department of Banking

Securities and Business Investments 

Division

260 Constitution Plaza

Hartford, CT 06103-1800

860-240-8230

Toll free: 1-800-831-7225

www.ct.gov/dob

Delaware

Division of Securities

Carvel State Office Building, 5th Floor

820 N. French St.

Wilmington, DE 19801

302-577-8424

TTY: 302-577-5783

: Investor.Protection@state.de.us

www.investorresourcecenter.org

District Of Columbia

Department of Insurance, Securities 

and Banking

Consumer Protection Advocate

810 1st St., NE, Suite 701

Washington, DC 20002

202-727-8000

: disb.complaints@dc.gov

disb.dc.gov

Florida

Office of Financial Regulation

Division of Securities

200 E. Gaines St.

Tallahassee, FL 32399

850-487-9687

www.flofr.com

Georgia

Secretary of State

Division of Securities and Business 

Regulation

237 Coliseum Dr.

Macon, GA 31217-3858

478-207-2440

www.sos.ga.gov/securities

Hawaii

Department of Commerce and 

Consumer Affairs

Business Registration Division

Securities Enforcement Branch

PO Box 40

Honolulu, HI 96810

808-586-2744

Toll free: 1-877-447-2267

: seb@dcca.hawaii.gov

www.hawaii.gov/dcca/sec

STATE SECURITIES ADMINISTRATORS

Contact Your Local Securities Administrator

State securities regulators protect the investing public. Each state has its own 

laws and regulations for securities brokers and securities, including stocks, 

mutual funds, commodities, real estate, and more. The agencies listed below 

enforce these laws and regulations. They also license securities professionals, 

register securities, and investigate consumer complaints. While these 

agencies do not provide investment advice, many of them offer educational 

resources so investors can make informed investment decisions. 

Contact the company involved if you have a question or complaint about an 

investment. If you are not satisfied with the response you get, contact your 

state securities administrator. 

Note: Toll free phone numbers may be restricted to use only within the state 

listed. 
124 www.USA.gov t 

STATE SECURITIES ADMINISTRATORS

Idaho

Department of Finance

Securities Bureau

PO Box 83720

Boise, ID 83720-0031

208-332-8000

Toll free: 1-888-346-3378

: finance@finance.idaho.gov

www.finance.idaho.gov

Illinois

Secretary of State

Securities Department

Jefferson Terrace

300 W. Jefferson St., Suite 300A

Springfield, IL 62702

217-782-2256

www.cyberdriveillinois.com/

departments/securities/home.html

Indiana

Secretary of State

Securities Division 

302 W. Washington St., Room E111

Indianapolis, IN 46204

317-232-6681

Toll free: 1-800-223-8791 

www.in.gov/sos/securities

Iowa

Securities Bureau

601 Locust St., 4th Floor

Des Moines, IA 50309-3738

515-281-5705

Toll free: 1-877-955-1212

: iowasec@iid.iowa.gov

www.iid.state.ia.us/securities

Kansas

Office of the Securities 

Commissioner

109 S.W. 9th St.

Suite 600

Topeka, KS 66612-1215

785-296-3307

Toll free: 1-800-232-9580 

www.ksc.ks.gov

Kentucky

Department of Financial Institutions

Securities Division

1025 Capitol Center Dr., Suite 200

Frankfort, KY 40601

502-573-3390

Toll free: 1-800-223-2579

: kfi@ky.gov

www.kfi.ky.gov

Louisiana

Office of Financial Institutions

Securities Division

PO Box 94095

Baton Rouge, LA 70804-9095

225-925-4512

Toll free: 1-877-516-3653

: ofila@ofi.louisiana.gov

www.ofi.state.la.us

Maine

Department of Professional and 

Financial Regulation

Office of Securities

121 State House Station

Augusta, ME 04333

207-624-8551

Toll free: 1-877-624-8551 

www.maine.gov/pfr/securities

Maryland

Office of the Attorney General

Securities Division

200 Saint Paul Pl.

Baltimore, MD 21202

410-576-6360

Toll free: 1-888-743-0023 

TTY: 410-576-6372

: securities@oag.state.md.us

www.oag.state.md.us/securities

Massachusetts

Secretary of the Commonwealth

Securities Division

One Ashburton Pl., 17th Floor

McCormack Building

Boston, MA 02108

617-727-3548

Toll free: 1-800-269-5428

TTY: 617-878-3889

: securities@sec.state.ma.us

www.sec.state.ma.us/sct/sctidx.

htm

Michigan

Department of Licensing and 

Regulatory Affairs

Securities Division

PO Box 30018

Lansing, MI 48909

517-241-6345

: bcs-sec-info@michigan.gov

www.michigan.gov/securities

Minnesota

Department of Commerce

Securities Unit

85 7th Pl. E, Suite 500

St. Paul, MN 55101-2198

651-539-1638

: securities.commerce@state.mn.us

www.mn.gov/commerce

Mississippi

Secretary of State

Securities Division

PO Box 136

Jackson, MS 39205-0136

601-359-1334

www.sos.ms.gov

Missouri

Office of the Secretary of State

Securities Division 

600 W. Main St.

Jefferson City, MO 65101-1276

573-751-4136

Toll free: 1-800-721-7996 

: securities@sos.mo.gov

www.sos.mo.gov

Montana

Commissioner of Securities and 

Insurance

Securities Department

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148 

www.csi.mt.gov/consumers

Nebraska

Department of Banking and Finance

Bureau of Securities

PO Box 95006

Lincoln, NE 68509-5006

402-471-3445

Toll free: 1-877-471-3445

www.ndbf.ne.gov
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STATE SECURITIES ADMINISTRATORS

Nevada

Office of the Secretary of State

Securities Division 

555 E. Washington Ave., Suite 5200

Las Vegas, NV 89101

702-486-2440

: nvsec@sos.nv.gov

www.nvsos.gov

New Hampshire

Secretary of State

Bureau of Securities Regulation

107 N. Main St., #204

Concord, NH 03301

603-271-1463

Toll free: 1-800-994-4200

: securities@sos.nh.gov

sos.nh.gov/sec_reg.aspx

New Jersey

Department of Law and Public 

Safety

Bureau of Securities

PO Box 47029

Newark, NJ 07101

973-504-3600

Toll free: 1-866-446-8378

: Askbureauofsecurities@dca.lps.

state.nj.us

www.njsecurities.gov

New Mexico

Regulation and Licensing 

Department

Securities Division

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87505

505-476-4580

Toll free: 1-800-704-5533

www.rld.state.nm.us/securities

New York

Office of the Attorney General

Investor Protection Bureau 

120 Broadway, 23rd Floor

New York, NY 10271

212-416-8222

www.ag.ny.gov

North Carolina

Secretary of State

Securities Division

PO Box 29622

Raleigh, NC 27626-0622

919-733-3924

Toll free: 1-800-688-4507 

: secdiv@sosnc.com

www.secretary.state.nc.us/sec

North Dakota

Securities Department

State Capitol, 5th Floor

600 E. Boulevard Ave.

Bismarck, ND 58505-0510

701-328-2910

Toll free: 1-800-297-5124 

: ndsecurities@nd.gov

www.nd.gov/securities

Ohio

Department of Commerce

Division of Securities

77 S. High St.

22nd Floor

Columbus, OH 43215-6131

614-644-7381

Toll free: 1-877-683-7841 (Investor 

Protection Hotline)

: securitiesgeneral.questions@com.

state.oh.us

www.com.ohio.gov/secu

Oklahoma

Department of Securities

First National Center

120 N. Robinson Ave., Suite 860

Oklahoma City, OK 73102

405-280-7700

www.securities.ok.gov

Oregon

Department of Consumer and 

Business Services 

Division of Finance and Corporate 

Securities

PO Box 14480

Salem, OR 97309-0405

503-378-4140

Toll free: 1-866-814-9710

TTY: 503-378-4100

: dcbs.dfcsmail@state.or.us

www.dfcs.oregon.gov

Pennsylvania

Securities Commission 

17 N. 2nd St., Suite 1300

Harrisburg, PA 17101

717-787-1854

Toll free: 1-800-722-2657

www.psc.state.pa.us

Puerto Rico

Office of the Commissioner of 

Financial Institutions

Securities Division

PO Box 11855

San Juan, PR 00910-3855

787-723-3131

: valores@ocif.gobierno.pr

www.ocif.gobierno.pr

Rhode Island

Department of Business Regulation 

Securities Division

1511 Pontiac Ave.

Cranston, RI 02920

401-462-9527

: securitiesinquiry@dbr.ri.gov

www.dbr.state.ri.us

South Carolina

Office of the Attorney General 

Securities Division

PO Box 11549

Columbia, SC 29211-1549

803-734-9916

www.scag.gov/scsecurities

South Dakota

Department of Labor and Regulation

Division of Securities

445 E. Capitol Ave.

Pierre, SD 57501-3185

605-773-4823

www.dlr.sd.gov/securities

Tennessee

Department of Commerce and 

Insurance 

Securities Division

500 James Robertson Pkwy.

Nashville, TN 37243-0575

615-741-2947

Toll free: 1-800-863-9117 

: Securities.1@tn.gov

www.tn.gov/securities

STATE SECURITIES ADMINISTRATORS
126 www.USA.gov t

STATE SECURITIES ADMINISTRATORS

Texas

State Securities Board

PO Box 13167

Austin, TX 78711-3167

512-305-8300

www.ssb.state.tx.us

Utah

Department of Commerce 

Division of Securities

PO Box 146760

Salt Lake City, UT 84114-6760

801-530-6600

Toll free: 1-800-721-7233 

: securities@utah.gov

www.securities.utah.gov

Vermont

Department of Financial Regulation 

Securities Division

89 Main St.

Montpelier, VT 05620-3101

802-828-3301

: dfr.securitiesinfo@state.vt.us

www.dfr.vermont.gov

Virginia

State Corporation Commission 

Division of Securities and Retail 

Franchising

PO Box 1197

Richmond, VA 23218

804-371-9051

Toll free: 1-800-552-7945

TTY: 804-371-9206

: srf_general@scc.virginia.gov

www.scc.virginia.gov/srf

Washington

Department of Financial Institutions 

Division of Securities

PO Box 41200

Olympia, WA 98504-1200

360-902-8760

Toll free: 1-877-746-4334

TTY: 360-664-8126

www.dfi.wa.gov

West Virginia

State Auditor’s Office 

Securities Commission

1900 Kanawha Blvd., E

Building 1, Room W-100

Charleston, WV 25305

304-558-2251

: securities@wvsao.gov

www.wvsao.gov/

securitiescommission

Wisconsin

Department of Financial Institutions

Division of Securities

PO Box 1768

Madison, WI 53701-1768

608-266-1064

www.wdfi.org

Wyoming

Office of the Secretary of State

Compliance Division

State Capitol Building

200 W. 24th St.

Cheyenne, WY 82002-0020

307-777-7370

: investing@wyo.gov

soswy.state.wy.us
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STATE UTILITIES COMMISSIONS

Alabama

Public Service Commission

Consumer Services

PO Box 304260

Montgomery, AL 36130

334-242-5218

Toll free: 1-800-392-8050 

www.psc.state.al.us

Alaska

Regulatory Commission 

Consumer Protection and Information 

Section

701 W. 8th Ave., Suite 300

Anchorage, AK 99501-3469

907-276-6222

Toll free: 1-800-390-2782

TTY: 907-276-4533

: cp.mail@alaska.gov

rca.alaska.gov

Arizona

Corporation Commission

Utilities Division

Consumer Services 

1200 W. Washington St.

Phoenix, AZ 85007

602-542-4251

Toll free: 1-800-222-7000 

www.azcc.gov

Arkansas

Public Service Commission

Consumer Services Division

PO Box 400

Little Rock, AR 72203-0400

501-682-1718

Toll free: 1-800-482-1164 

TTY: 1-800-682-2698

www.arkansas.gov/psc

California

Public Utilities Commission

Consumer Affairs Branch

505 Van Ness Ave.

San Francisco, CA 94102

415-703-2782

Toll free: 1-800-649-7570 

TTY: 1-866-836-7825

www.cpuc.ca.gov

Colorado

Public Utilities Commission

Consumer Protection Division

1560 Broadway, Suite 250

Denver, CO 80202

303-894-2070

Toll free: 1-800-456-0858

: dora_puc_complaints@state.co.us

www.dora.state.co.us/puc

Connecticut

Department of Energy and 

Environmental Protection

Public Utilities Regulatory Authority

Consumer Services Unit

10 Franklin Square

New Britain, CT 06051

860-827-2622

Toll free: 1-800-382-4586

TTY: 860-827-2837

: pura.information@ct.gov

www.ct.gov/pura

Delaware

Public Service Commission

Cannon Building, Suite 100

861 Silver Lake Blvd.

Dover, DE 19904

302-736-7500

Toll free: 1-800-282-8574 

www.depsc.delaware.gov

District Of Columbia

Public Service Commission

Office of Consumer Services

1333 H St., NW, Suite 200, West Tower

Washington, DC 20005

202-626-5120

www.dcpsc.org

Florida

Public Service Commission

2540 Shumard Oak Blvd.

Tallahassee, FL 32399-0850

850-413-6100

Toll free: 1-800-342-3552

TTY: 1-800-955-8771

: contact@psc.state.fl.us

www.floridapsc.com

Georgia

Public Service Commission

Consumer Affairs Division

244 Washington St., SW

Atlanta, GA 30334

404-656-4501

Toll free: 1-800-282-5813

: gapsc@psc.state.ga.us

www.psc.state.ga.us

Hawaii

Public Utilities Commission

465 S. King St., Room 103

Honolulu, HI 96813

808-586-2020

: Hawaii.puc@hawaii.gov

www.puc.hawaii.gov

Idaho

Public Utilities Commission

Consumer Assistance Section

PO Box 83720

Boise, ID 83720-0074

208-334-0369

Toll free: 1-800-432-0369 

www.puc.idaho.gov

Illinois

Commerce Commission

Consumer Affairs

527 E. Capitol Ave.

Springfield, IL 62701

217-782-2024

Toll free: 1-800-524-0795 

TTY: 1-800-858-9277

www.icc.illinois.gov

STATE UTILITIES COMMISSIONS

Contact Your Local Utilities Commission 

State utilities commissions regulate services and rates for gas, electricity, and 

telephones in your state. In some states, the utility commissions regulate other 

services such as water, transportation, and the moving of household goods. 

Rates for utilities and services provided between states are regulated by the 

federal government. 

Many utilities commissions handle consumer complaints. Sometimes, if they 

receive a number of complaints about the same utility matter, they will conduct 

investigations.

Note: Toll free phone numbers may be restricted to use only within the state 

listed.
128 www.USA.gov t 

STATE UTILITIES COMMISSIONS

Indiana

Utility Regulatory Commission

Consumer Assistance Section

101 W. Washington St., Suite 1500E

Indianapolis, IN 46204

317-232-2712

Toll free: 1-800-851-4268 

TTY: 317-232-8556

www.IN.gov/iurc

Iowa

Utilities Board

Customer Service Group

1375 E. Court Ave., Room 69

Des Moines, IA 50319-0069

515-725-7321

Toll free: 1-877-565-4450

: customer@iub.iowa.gov

www.state.ia.us/iub

Kansas

Corporation Commission

Office of Public Affairs and Consumer 

Protection

1500 S.W. Arrowhead Rd.

Topeka, KS 66604-4027

785-271-3140

Toll free: 1-800-662-0027 

TTY: 1-800-766-3777

: public.affairs@kcc.ks.gov

www.kcc.state.ks.us

Kentucky

Public Service Commission

Consumer Services

PO Box 615

Frankfort, KY 40602-0615

502-564-3940

Toll free: 1-800-772-4636

TTY: 1-800-648-6056

: psc.consumer.inquiry@ky.gov

www.psc.state.ky.us

Louisiana

Public Service Commission

PO Box 91154

Baton Rouge, LA 70821-9154

225-342-4404

Toll free: 1-800-256-2397 

www.lpsc.org

Maine

Public Utilities Commission

Consumer Assistance Division

18 State House Station

Augusta, ME 04333-0018

207-287-3831

Toll free: 1-800-452-4699 

TTY: 1-800-437-1220

: maine.puc@maine.gov

www.maine.gov/mpuc

Maryland

Public Service Commission

6 Saint Paul St., 16th Floor

Baltimore, MD 21202-6806

410-767-8000

Toll free: 1-800-492-0474

TTY: 1-800-201-7165

www.psc.state.md.us

Massachusetts

Department of Public Utilities

Consumer Division

One South Station, Suite 2

Boston, MA 02110

617-737-2836

Toll free: 1-877-886-5066

: DPUConsumer.Complaints@state.

ma.us

www.mass.gov/dpu

Michigan

Public Service Commission

4300 W. Saginaw Hwy.

PO Box 30221

Lansing, MI 48909

517-241-6180

Toll free: 1-800-292-9555 

: mpsc_commissioners@michigan.

gov

www.michigan.gov/mpsc

Minnesota

Public Utilities Commission

Consumer Affairs Office

121 7th Pl. E, Suite 350

St. Paul, MN 55101-2147

651-296-0406

Toll free: 1-800-657-3782

: consumer.puc@state.mn.us

www.mn.gov/puc

Mississippi

Public Service Commission

P.O. Box 1174

Jackson, MS 39215

601-961-5430 (Central District)

601-961-5450 (Northern District)

601-961-5440 (Southern District)

Toll free: 1-800-356-6430 (Central 

District)

Toll free: 1-800-356-6428 (Northern 

District)

Toll free: 1-800-356-6429 (Southern 

District)

www.psc.state.ms.us

Missouri

Public Service Commission

Consumer Services Department

200 Madison St.

PO Box 360

Jefferson City, MO 65102-0360

Toll free: 1-800-392-4211 

TTY: 1-866-735-2460

: pscinfo@psc.mo.gov

www.psc.mo.gov

Montana

Public Service Commission

PO Box 202601

Helena, MT 59620-2601

406-444-6150

Toll free: 1-800-646-6150 

TTY: 406-444-4212

www.psc.mt.gov

Nebraska

Public Service Commission

1200 N St., Suite 300

Lincoln, NE 68508

402-471-3101

Toll free: 1-800-526-0017 

TTY: 402-471-0213

www.psc.state.ne.us

Nevada

Public Utilities Commission - 

Northern NV

Consumer Complaint Resolution 

Division

1150 E. William St.

Carson City, NV 89701-3109

775-684-6100 

puc.nv.gov
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 129

STATE UTILITIES COMMISSIONS

Public Utilities Commission - 

Southern NV

Consumer Complaint Resolution 

Division

9075 W. Diablo Dr., Suite 250

Las Vegas, NV 89148

702-486-2600

puc.nv.gov

New Hampshire

Public Utilities Commission

Consumer Affairs Division

21 S. Fruit St., Suite 10

Concord, NH 03301-2429

603-271-2431

Toll free: 1-800-852-3793

TTY: 1-800-735-2964

: puc@puc.nh.gov

www.puc.state.nh.us

New Jersey

Board of Public Utilities

Division of Customer Assistance

44 S. Clinton Ave.

Trenton, NJ 08625

609-341-9188

Toll free: 1-800-624-0241 

Toll free: 1-800-624-0331 (Cable 

complaint)

www.bpu.state.nj.us

New Mexico

Public Regulation Commission 

Consumer Relations Division

1120 Paseo de Peralta

PO Box 1269

Santa Fe, NM 87504

505-827-4592

Toll free: 1-888-427-5772

: crd.complaints@state.nm.us

www.nmprc.state.nm.us

New York

Public Service Commission

Office of Consumer Services

3 Empire State Plaza

Albany, NY 12223-1350

Toll free: 1-800-342-3377

Toll free: 1-800-342-3355 (Termination)

TTY: 1-800-662-1220

www.askpsc.com

North Carolina

Utilities Commission

Consumer Services

4325 Mail Service Center

Raleigh, NC 27699-4325

919-733-9277

Toll free: 1-866-380-9816

: consumer.services@psncuc.nc.gov

www.ncuc.net

North Dakota

Public Service Commission

600 E. Boulevard Ave., Dept. 408

Bismarck, ND 58505-0480

701-328-2400

Toll free: 1-877-245-6685

TTY: 1-800-366-6888 

: ndpsc@nd.gov

www.psc.nd.gov

Ohio

Public Utilities Commission

180 E. Broad St.

Columbus, OH 43215

614-466-3292

Toll free: 1-800-686-7826 

www.puco.ohio.gov

Consumers’ Counsel

10 W. Broad St., Suite 1800

Columbus, OH 43215-3485

614-466-8574 

Toll free: 1-877-742-5622

: occ@occ.ohio.gov

www.occ.ohio.gov

Oklahoma

Corporation Commission

Consumer Services Division

PO Box 52000

Oklahoma City, OK 73152-2000

405-522-2331

Toll free: 1-800-522-8154 

www.occeweb.com

Oregon

Public Utility Commission

Consumer Services Division

PO Box 1088

Salem, OR 97308-1088

503-378-6600

Toll free: 1-800-522-2404

: puc.consumer@state.or.us

www.puc.state.or.us

Pennsylvania

Pennsylvania Office of Consumer 

Advocate

Office of the Attorney General

555 Walnut St.

5th Floor, Forum Place

Harrisburg, PA 17101-1923

717-783-5048

Toll free: 1-800-684-6560

: consumer@paoca.org

www.oca.state.pa.us

Public Utility Commission

Bureau of Consumer Services

PO Box 3265

Harrisburg, PA 17105-3265

www.puc.state.pa.us

Puerto Rico

Public Service Commission

PO Box 190870

San Juan, PR 00918

787-756-1919

www.csp.gobierno.pr

Rhode Island

Public Utilities Commission

Consumer Section

89 Jefferson Blvd.

Warwick, RI 02888

401-780-9700

: consumer.section@ripuc.org

www.ripuc.org

South Carolina

Office of Regulatory Staff

Consumer Services Division

1401 Main St., Suite 900

Columbia, SC 29201

803-737-5230

Toll free: 1-800-922-1531 

TTY: 1-800-334-2217 

www.regulatorystaff.sc.gov

South Dakota

Public Utilities Commission

Consumer Affairs

500 E. Capitol Ave.

Pierre, SD 57501-5070

605-773-3201

Toll free: 1-800-332-1782

: PUCConsumerInfo@state.sd.us

www.puc.sd.gov

STATE UTILITIES COMMISSIONS
130 www.USA.gov t 

STATE UTILITIES COMMISSIONS

Tennessee

Regulatory Authority

Consumer Services Division

502 Deaderick St., 4th Floor

Nashville, TN 37243

615-741-2904

Toll free: 1-800-342-8359 

TTY: 1-888-276-0677

www.state.tn.us/tra

Texas

Public Utility Commission

Customer Protection

PO Box 13326

Austin, TX 78711-3326

512-936-7120

Toll free: 1-888-782-8477

TTY: 1-800-735-2988

: customer@puc.texas.gov

www.puc.texas.gov

Utah

Public Service Commission

Division of Public Utilities

PO Box 146751

Salt Lake City, UT 84114-6751

801-530-7622

Toll free: 1-800-874-0904

: psc@utah.gov

www.psc.utah.gov

Vermont

Public Service Board

Consumer Affairs and Public 

Information Division

112 State St., 4th Floor

Montpelier, VT 05620-2601

802-828-2332

TTY: 1-800-253-0191

: consumer@state.vt.us

www.psb.vermont.gov

Virginia

State Corporation Commission

Division of Energy Regulation

PO Box 1197

Richmond, VA 23218

804-371-9611

Toll free: 1-800-552-7945

TTY: 804-371-9206

: EnergyReg@scc.virginia.gov

www.scc.virginia.gov

Washington

Utilities and Transportation 

Commission

Consumer Protection

1300 S. Evergreen Park Dr., SW

Olympia, WA 98504-7250

360-664-1120

Toll free: 1-888-333-9882

TTY: 360-586-8203

: consumer@utc.wa.gov

www.utc.wa.gov

West Virginia

Consumer Advocate Division

723 Kanawha Blvd., E

Union Building, Suite 700

Charleston, WV 25301

304-558-0526

www.cad.state.wv.us

Public Service Commission

Customer Assistance

PO Box 812

201 Brooks St.

Charleston, WV 25323

Toll free: 1-800-642-8544

www.psc.state.wv.us

Wisconsin

Public Service Commission

Consumer Affairs

PO Box 7854

Madison, WI 53707-7854

608-266-2001

Toll free: 1-800-225-7729

TTY: 608-267-1479

www.psc.wi.gov

Wyoming

Public Service Commission

2515 Warren Ave., Suite 300

Cheyenne, WY 82002

307-777-7427

Toll free: 1-888-570-9905 

: wpsc_complaints@wyo.gov

psc.state.wy.us
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 131

TRADE & PROFESSIONAL ASSOCIATIONS

TRADE & PROFESSIONAL ASSOCIATIONS

America’s Health Insurance Plans (AHIP)

601 Pennsylvania Ave., NW

South Bldg., Suite 500

Washington, DC 20004

202-778-3200

: ahip@ahip.org

www.ahip.org

America’s Health Insurance Plans (AHIP) is the national 

association that represents the health insurance industry. 

Member companies offer health insurance through employersponsored coverage, individual insurance policies, and 

public programs such as Medicare and Medicaid.

American Arbitration Association (AAA)

1633 Broadway, 10th Floor

New York, NY 10019

Toll free: 1-800-778-7879

www.adr.org

AAA is a not-for-profit public service organization 

committed to the resolution of disputes through arbitration, 

mediation, conciliation and other voluntary procedures.

American Bankers Association (ABA)

1120 Connecticut Ave., NW

Washington, DC 20036

Toll free: 1-800-226-5377

www.aba.com

ABA represents the concerns of banks and their employees. 

The ABA’s Community Engagement Foundation offers 

personal finance resources to help consumers understand 

their financial choices and responsibilities.

American Cleaning Institute (ACI) 

1331 L St., NW, Suite 650

Washington, DC 20005

202-347-2900

: info@cleaninginstitute.org

www.cleaninginstitute.org

ACI is the consumer source for free and low cost educational 

materials, designed to help people make safe choices for 

cleaning products.

American Council of Life Insurers (ACLI)

101 Constitution Ave., NW, Suite 700

Washington, DC 20001-2133

202-624-2000

: contact@acli.com

www.acli.com

ACLI is a trade association of over 300 insurance companies 

that provide life insurance, pensions and annuities, long-term 

care, and disability income insurance.

American Financial Services Association Education 

Foundation (AFSAEF) t

919 18th St., NW Suite 300

Washington, DC 20006-5517

202-466-8611

: info@afsaef.org

www.afsaef.org

The AFSAEF educates consumers on personal finance 

concepts, to help them realize the benefits of responsible 

money management and understand the credit process. 

Their MoneySKILL® program educates young adults on 

basic money management, such as income, expenses, 

assets, liabilities, and risk management.

American Institute of Certified Public Accountants 

(AICPA)

220 Leigh Farm Rd.

Durham, NC 27707

919-402-4500

Toll free: 1-888-777-7077 (Ethics Hotline)

www.aicpa.org

www.360financialliteracy.org

AICPA works to ensure that the public remains confident in 

the integrity, competence and professionalism of CPAs.

American Moving and Storage Association (AMSA)

1611 Duke St.

Alexandria, VA 22314

703-683-7410

Toll free: 1-888-849-2672

: info@moving.org

www.moving.org

The AMSA is the trade association for the professional 

moving and storage industry. They also offer moving related 

information to the public on its consumer website, including a 

Mover Referral Service. It also sponsors a dispute settlement 

program to help consumers resolve loss and damage claims 

on interstate moves.

Association of Credit Counseling Professionals 

(ACCPros)

369 Falmouth Rd.

Falmouth, ME 04105

Toll free: 1-866-278-1567

: info@accpros.org

www.accpros.org

ACCPros is a trade association that represents the credit 

counseling industry. They set standards for ethical and 

professional behavior, while also providing a database to find 

a credit counselor in your area.

Association of Independent Consumer Credit 

Counseling Agencies (AICCCA)

10332 Main St.

Fairfax, VA 22030

Toll free: 1-866-703-8787

: assoc@aiccca.org

www.aiccca.org

AICCCA represents not-for-profit credit counseling 

companies. AICCCA sets industry standards for member 

companies and provides information directly to consumers.

Contact Trade & Professional Organizations 

Companies that manufacture similar products or offer 

similar services often belong to an industry association. 

These associations help resolve problems between 

their member companies and consumers. Most also 

provide consumer information through publications and 

websites. 
132 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

TRADE & PROFESSIONAL ASSOCIATIONS

Cellular Telecommunications and Internet 

Association (CTIA)

1400 16th St., NW, Suite 600

Washington, DC 20036

202-785-0081

www.ctia.org

www.gowirelessgogreen.org

CTIA is the trade association for the wireless 

telecommunications industry. They also provide consumer 

resources for choosing wireless devices and services.

Certified Financial Planner Board of Standards

1425 K St., NW, Suite 800

Washington, DC 20005

202-379-2200

Toll free: 1-800-487-1497

: mail@cfpboard.org

www.cfp.net

letsmakeaplan.org

The CFP Board works to ensure that the public benefits 

from competent financial planning. The CFP Board certifies 

financial planners who meet its requirements by granting use 

of their trademarks.

Commission on the Accreditation of Rehabilitation 

Facilities (CARF)

6951 E. Southpoint Rd.

Tucson, AZ 85756

Toll free: 1-888-281-6531

www.carf.org

CARF is an independent accrediting body of rehabilitation, 

addiction, substance abuse, and retirement living services. 

The organization provides an online search tool to find 

services that match your rehabilitiation needs, as well as links 

to consumer resources.

Consumer Electronics Association (CEA)

1919 S. Eads St.

Arlington, VA 22202

703-907-7600

Toll free: 1-866-858-1555

: cea@Ce.org

www.ce.org

CEA represents corporations that design, develop, 

manufacture, and distribute consumer electronics. They offer 

free buying guides and tips to consumers. 

Direct Marketing Association (DMA)

1615 L St., NW

Washington, DC 20036

212-768-7277 ext. 1888

: consumer@the-dma.org

www.DMAchoice.org

The DMA is the trade association for organizations involved 

in direct marketing via direct mail, catalogs, the Internet, 

telemarketing, magazines, newspaper and TV ads. DMA’s 

consumer website offers consumers options (free of charge) 

to manage their physical and electronic mail.

Direct Selling Education Foundation (DSEF) t

1667 K St., NW, Suite 1100

Washington, DC 20006

202-452-8866

: info@dsef.org

www.dsef.org

DSEF partners with consumer advocates, educators and 

students, public policy officials, and the small business and 

entrepreneurship communities. They deliver programs to 

educate the public on the ways that direct selling empowers 

individuals, supports communities and strengthens the 

economy.

Financial Industry Regulatory Authority (FINRA) t

1735 K St., NW

Washington, DC 20006

301-590-6500 (Call Center)

Toll free: 1-800-289-9999 (BrokerCheck Hotline)

www.finra.org

FINRA is the largest independent regulator for all U.S. 

securities firms. The organization operates the largest 

dispute resolution forum for disputes between investors 

and securities firms. Consumers may check the background 

of individual investment professionals and firms using the 

BrokerCheck tool on the FINRA website.

Financial Planning Association (FPA)

7535 E. Hampden Ave., Suite 600

Denver, CO 80231

Toll free: 1-800-322-4237

: info@onefpa.org

www.plannersearch.org

The Financial Planning Association is a trade organization 

for financial planners. FPA helps consumers by ensuring 

that planners adhere to a code of ethics as well as providing 

guides, brochures, and financial worksheets for consumers.

Insurance Information Institute (III)

110 William St.

New York, NY 10038

212-346-5500

www.iii.org

The III is a nonprofit communications organization supported 

by the property and casualty insurance industry that works to 

improve public understanding of insurance.

International Association of Movers (IAM)

5904 Richmond Hwy., Suite 404

Alexandria, VA 22303

703-317-9950

: info@iamovers.org

www.iamovers.org

IAM is a global association of movers and forwarders 

committed to providing customers with the highest level 

of service available. IAM offers consumer tips for moving, 

domestically or internationally, on their website.

International Cemetery, Cremation and Funeral 

Association (ICCFA)

107 Carpenter Dr., Suite 100

Sterling, VA 20164

Toll free: 1-800-645-7700

: hq@iccfa.com

www.iccfa.com
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 133

TRADE & PROFESSIONAL ASSOCIATIONS

TRADE & PROFESSIONAL ASSOCIATIONS

ICCFA is a trade association for the cemetery, funeral service, 

cremation and memorialization profession. The ICCFA 

assists consumers directly through information resources 

and a dispute resolution service.

LeadingAge t

2519 Connecticut Ave., NW

Washington, DC 20008

202-783-2242

: info@leadingage.org

www.leadingage.org

LeadingAge represents not-for-profit nursing homes, 

continuing care retirement communities, assisted living 

and senior housing facilities, and community service 

organizations. Consumers may search LeadingAge’s online 

database for providers and facilities that fit their needs.

Money Management International (MMI)

14141 Southwest Fwy., Suite 1000 

Sugar Land, TX 77478-3494

Toll free: 1-866-889-9347

www.moneymanagement.org

MMI is a nonprofit operator of credit counseling agencies. 

They offer credit counseling, debt management, and 

education services.

National Association of Attorneys General (NAAG)

2030 M St., NW, 8th Floor

Washington, DC 20036

202-326-6000

: feedback@naag.org

www.naag.org

This organization facilitates communication and 

collaboration among attorneys general, who are responsible 

for enforcing civil laws in their respective states.

National Association of Home Builders (NAHB)

1201 15th St., NW

Washington, DC 20005

202-266-8200

Toll free: 1-800-368-5242

www.nahb.org

NAHB represents the housing and the building industry. This 

organization provides information for consumers interested 

in buying, financing, building or remodeling their home. The 

NAHB website features a searchable directory of builders.

National Association of Insurance Commissioners 

(NAIC)

1100 Walnut St., Suite 1500

Kansas City, MO 64106-2197

816-842-3600

Toll free: 1-866-470-6242

: webpost@naic.org

www.naic.org

www.InsureUonline.org

NAIC is a national organization of insurance regulators. The 

organization helps insurance regulators facilitate the fair and 

equitable treatment of consumers.

National Foundation for Credit Counseling (NFCC)

2000 M St., NW, Suite 505

Washington, DC 20036

Toll free: 1-800-388-2227

www.nfcc.org

The NFCC promotes financially responsible habits and 

makes it possible for its members to deliver financial 

education and counseling services. Contact NFCC to locate 

an affiliated financial counseling agency in your area.

National Funeral Directors Association (NFDA)

13625 Bishops Dr.

Brookfield, WI 53005-6607

262-789-1880

Toll free: 1-800-228-6332

: nfda@nfda.org

www.nfda.org

NFDA is the trade association for funeral service providers. 

NFDA’s Funeral Service Help Line helps consumers make 

informed decisions about funeral services, and address 

concerns about funeral service experiences.

National Futures Association (NFA) t

300 S. Riverside Plaza, Suite 1800

Chicago, IL 60606-6615

312-781-1410

Toll free: 1-800-621-3570

: information@nfa.futures.org

www.nfa.futures.org

NFA is the industrywide self-regulatory organization for the 

U.S. futures industry. NFA provides innovative and efficient 

regulatory programs and services that safeguard the integrity 

of the derivatives markets. Contact the NFA’s Information 

Center for your futures related questions.

National Institute for Automotive Service Excellence 

(ASE)

101 Blue Seal Dr., SE, Suite 101

Leesburg, VA 20175

703-669-6600

Toll free: 1-877-346-9327

: asehelp@ase.com

www.ase.com

ASE is an independent organization that works to improve 

the quality of automotive service and repair through the 

voluntary testing and certification of automotive repair 

professionals.

North American Securities Administrators 

Association, Inc. (NASAA)

750 1st St, NE, Suite 1140

Washington, DC 20002

202-737-0900

www.nasaa.org

NASAA is the voice of the 50 state securities agencies 

responsible for grass-roots investor protection, investor 

education, and efficient capital formation.

Society of Consumer Affairs Professionals (SOCAP)

625 N. Washington St., Suite 304

Alexandria, VA 22314

www.socap.org

SOCAP provides training, conferences and publications 

to encourage and promote effective communication 

and understanding among business, government and 

consumers. SOCAP does not investigate individual 

consumer complaints against companies.
134 www.USA.gov

INDEX

A

AARP. 100

retirement planning information, 37

ABA. See American Bar Association

Ability to repay rules, 27

Accreditation, 17

Actual cash value, 32

Accidental death insurance, 33

Active duty alert, 59

Accrued interest, 23

Adjustable-rate mortgages, 26, 27

mortgage refinancing, 28

Administration for Children & Families, 91 

Administration for Community Living, 92

Advance medical directives, 25

Advertisements

fraudulent employment opportunities, 20

Standard Directory of Advertisers, 68

Advisors, financial, 35

Affinity fraud, 36

Affordable Care Act, 23

Aging. See Elderly persons; Medicare 

Agricultural Marketing Service, 22

AIDS.gov, 91

AIDSinfo, 93

Air Force Community Readiness and Family Support, 58

Air travel

delayed or canceled flights, 47

delayed or damaged baggage, 47

lost baggage, 48

overbooked flights, 48

reward programs, 47

Airline Passenger Protections, 48

Airlines. See Air travel

A.M. Best

insurance company ratings, 30

American Arbitration Association, 131

American Bankers Association, 131

American Bar Association, 55

American Cleaning Institute, 131

American Council of Life Insurers, 131

American Council on Science and Health, 100

American Financial Services Association Education 

Foundation, 131

American Institute of Certified Public Accountants, 131

American Moving and Storage Association, 131

American Savings Education Council, 37

Americans with Disabilities Act Information Line, 95

America’s Health Insurance Plans, 131

Annual Percentage Rate

cars, 8

credit cards, 13

installment loans, 17

mortgages, 26

Anti-concurrent causation clause, 31

Anti-spyware software, 40

Anti-virus software, 38

Apps (applications)

grocery shopping, 21

mobile payments, 7

smart TVs, 44

travel safety, 49

Appraisals, 27

APR. See Annual Percentage Rate

Arbitration, 55

Armed Forces. See Military personnel

ARMs. See Adjustable-rate mortgages

Assisted-living facilities, 24

long-term care insurance and, 33

selection of, 24

Assisted Living Federation of America, 24

Assocation of Credit Counseling Professionals, 131

Association of Independent Consumer Credit, 131 

ATM cards, 6

Attorneys. See Lawyers

Auctions, online, 5

Automatic default, 18

Automobiles. See Cars

Aviation Consumer Protection Division, 96

B

Baggage

delayed or damaged, 47

insurance coverage, 33

lost, 48

Balloon mortgages, 26 

Balloon payments 

leases, 9

mortgages, 27

Banking

ATM cards, 6

checking accounts, 5

debit cards, 6

fees, 6

financial privacy, 39

mobile banking, 6

mobile payments, 7

prepaid cards, 7 

regulatory authorities, 8

savings accounts,5

state banking authorities, 115

stop payments, 6

transaction reording, 6

unsolicited checks and offers, 7

Bankruptcy

automatic default, 18

co-signer, 18

credit reports, 15

filing process, 16

personal, 16

Bankruptcy Abuse and Prevention Act, 16

Base mileage, 9

BBBOnLine, 63

BBBs. See Better Business Bureaus

Beneficiaries

contingent beneficiaries, 51

insurance policy, 32

wills, 51

Better Business Bureaus

BBB Auto Line, 62

BBB Military Line, 58 

BBBOnLine, 63, 

complaint mediation, 53

state-by-state listing and contact information, 63

Bill creep, 41

Bill shock, 43

Blind persons, See Disabilities, persons with

Blocking, 

changes to phone service, 42

spam blocking, 41, 42

Bond funds, 34

Bonds, 34

Bounced checks, 6

Bricking, 43

Brokers 

data, 39

financial, 35

Bundled services, 44

Bureau of Fiscal Service, 96

Buyer’s agent, 25

C

Cable TV service, 44

Cage-free animals, 21

Call for Action Inc., 55, 100

Capitalized cost reduction, 10

Career, Technical, and Adult Education, Office of, 90

Car sharing, 12

Cars

BBB Auto Line, 62

buying tips, 8

dealer purchases, 9

dispute resolution programs, 62

financing, 10

fuel economy web pages, 9

insurance, 30

leasing, 10

“lemon” laws, 11

manufacturer contact information, 61

new, 8

pre-payment penalty, 10

privacy, 10

private-party purchases, 9

recalls, 11

renting, 12

repairs, 11

repossessions, 11

safety considerations, 9

secret warranties, 11 

sharing, 12

SmartWay Certified Vehicles, 9, 22

used, 9

Catastrophic health care insurance, 33

CDC. See Centers for Disease Control and Prevention

Cell phones

lost or stolen, 43

mobile payments, 7 

services, 43

unlocked, 43

Cellular Telecommunications and Internet Association, 

132

Cemeteries. See also Funerals

for veterans, 59, 97

Center for Auto Safety, 9, 100

Center for Food Safety and Applied Nutrition 

Information Line, 92

Centers for Medicare & Medicaid Services, 92

This alphabetical index will help you find the right organization to contact for information or for 

assistance with your complaint. First, look for the specific topic, for example, Cars. Under this topic 

there will be one or more contacts, followed by the Handbook page number(s). Sometimes you will 

be directed to “See” another entry for information and a list of contacts. “See also” references 

direct you to other topics that might be related to your problem and may help you locate the right 

contact. For company names see the alphabetical listings under “Corporate Consumer Contacts” 

(p. 68), and “Automotive Manufacturers” (p. 61)
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook

INDEX

135

INDEX

Center for Medicaid and CHIP Services, 92

Center for Nutrition Policy and Promotion, 89

Center for Science in the Public Interest, 100

Center for the Study of Services,100

Centers for Disease Control and Prevention

contact information, 91

food safety information, 21

health-related travel information, 49

Centers for Medicare & Medicaid Services, 92

Certificate of deposit, 5

Certified Financial Planner Board of Standards, 132

CFPB. See Consumer Financial Protection Bureau

CFTC. See Commodity Futures Trading Commission

Checking accounts, 5

Checks

bounced, 6

fees, 6

holds on, 6

overdrafts, 6

stop payments, 6

unsolicited, 7

Child Support Enforcement, Office of, 92

Child Welfare Information Gateway, 91

Children. See also Families

government agency sources, 91

insurance coverage, 31

National Runaway Safeline, 92

Chip and PIN,

considerations when applying for credit card, 13

travel, 46

City consumer protection offices, 102- 114

Civil Rights, Office for, 

Department of Education, 90

Department of Health and Human Services, 39, 91

CMS. See Centers for Medicare & Medicaid Services

Coalition Against Insurance Fraud, 100

COBRA. See Consolidated Omnibus Budget 

Reconciliation Act

Collateral, 17

College savings plans, 17

College tuition insurance, 33 

Colleges and universities

closing, 18

college accreditation, 17

financing options, 17

Commissaries and exchanges, 59

Commission on Accreditation of Rehabilitation 

Facilities, 132

Commission on Civil Rights, 89

Commodities, 34, 36

Commodity futures, 36

Commodity Futures Trading Commission, 99

Complaints

contacting sellers, 53

contacting third parties, 53

credit bureaus, 14

credit cards, 14

debt collectors, 16

dispute resolution programs, 55

financial brokers and advisors, 35

fraud reporting, 56

health care providers, 23

insurance companies, 

legal help, 55

mandatory arbitration, 55

mobile payments, 5

resolving, 53

safety hazards reporting, 56

sample complaint letter, 54

small claims court, 56 

telemarketing, 45 

Comptroller of the Currency, Office of the

contact information, 96

regulatory authority, 8

Computer hackers, 41

virtual currency, 35

Computers. See Internet; Software

Conciliation, 55

Condo fees, 26

Consolidated Omnibus Budget Reconciliation Act, 31

Consumer Action, 7, 100

Consumer Action Handbook, 57

Consumer and Governmental Affairs Bureau, 98

Consumer Electronics Association, 132

Consumer Federation of America, 100

Consumer Financial Protection Bureau

automotive dispute resolution program, 62

contact information, 89

co-signer release letter, 18

credit card company complaints, 14

credit reporting agencies, 14

military personnel services, 58

mortgage rules, 27

student loan information, 19

Consumer Information Catalog, 57

Consumer Leasing Act, 10

Consumer organizations

complaint mediation, 55

corporate consumer contacts, 68-88

national organizations contact information, 100-101

Consumer Product Safety Commission

contact information, 89

reporting safety hazards to, 56

Consumer protection offices

complaint mediation, 53

state, county, and city offices contact information, 

102-114

Consumer Reports, 9, 44, 57

Consumer rights

applying for credit, 13

credit reports, 15

debt collection, 16

installation loans, 17

mortgage rules, 27

overbooked flights, 48

questions creditors may not ask, 13

shopping from home, 4

specialty credit reports, 39

Consumer reporting agencies, 39

Consumer World, 57

Contingency fee, 55

Contract

after you buy, 4

before you buy, 2

cable TV, 44

cell phones, 43

credit counseling services, 16

credit repair companies, 15

cruises, 48

employment agency, 19

home improvements, 28

leases, 28

life insurance, 32

mandatory arbitration clauses, 55

prepaid funerals, 52

quick consumer tips, II

service contract, 3

Servicemember Civil Release Act, 59

unlocked cell phones, 43

utility providers, 50 

Convenience checks, 7 

Convenience fees, II

Cookies, 38, 41

Cooling-off rule. See 3-Day Cooling-Off Rule

Corporate consumer contacts, 68-88

Co-payment, 31

Co-signer

apply for credit, 13

automatic default, 18

student loans, 19

Council of Better Business Bureaus, Inc., 63

County consumer protection offices, 102-114

Courts, small claims, 55

CPSC. See Consumer Product Safety Commission

Cramming

telephone service, 42

CRAs. See Credit reporting agencies

Credit. See also Credit cards; Debt; Loans; Mortgages

consumer rights, 13

counseling services, 16 

Equal Credit Opportunity Act provisions, 12-13

free credit reports, 15

privacy issues, 39

questions creditors may not ask, 12-13

reports, 14

scores, 15

unsolicited offers, 7

Credit bureaus

complaints about, 14

contact information, 14

credit report information, 14-15

free credit reports, 15

reporting identity theft, 38 

Credit cards. See also ATM cards; Debit cards

Annual Percentage Rates, 13

billing disputes, 14

chip and PIN, 13

complaints, 14

considerations when applying for, 13

deferred-interest, 23

extended returns, 14

fees, 13

finance charges, 13

interest rates, 13

lost, 13

medical, 23

mobile payments, 7

payments, 13

rental car insurance, 14

rewards programs, 13

security features, 13

stolen, 13

surcharges, 13

travel insurance, 14

travel services, 46

turn on and off, 13 

Credit counseling services, 16

Credit Repair Organizations Act, 15 

Credit reporting agencies, 14

Credit reports and scores, 14

accuracy, 15

credit bureaus, 14

employment searches, 19

factors, 14

free reports, 15

negative information, 15

privacy protection, 39

renting housing property, 29

synthetic ID theft, 37

tips for improving, 15
136 

INDEX

Credit unions, 5

Crowdfunding, 36

Cruises, 48

Currency exchange, 35

D

Damages 

car sharing, 12

satellite TV, 44

vacation home rentals, 47

Data brokers, 38

Deaf or hard of hearing persons

telephone services for, 57

Dealer invoice price, 8

Dealership financing, 10

Debit cards

liability, 7

mobile payments, 7

overdraft protections, 6

PIN numbers, 7

prepaid cards, 7

reporting missing cards, 7

using, 6

Debt. See also Bankruptcy; Credit; Loans

counseling services, 16

debt collection, 16

reducing, 16

Declination, 51

Deductible, 30, 31

Default

automatic, 18

insurance companies, 29

student loans, 19

Deferment, 19

Deferred-interest, 23

Deficiency judgement, 27

Dental insurance, 33

Deposit 

foreign checks, 7

mobile, 6

security, for home rental, 29

travel, 46

utility service, 49

Deposit insurance, 5

Design for the Environment, 22

Device specific account number, 7

Dietary guidelines, 20

Digital asset plan, 51 

Digital wallet, 7

Direct lending, 10

Direct Marketing Association, 132

Direct sellers, 45

Direct Selling Education Foundation, 132

Directories

Better Business Bureaus, state-by-state listing, 

63-67

car manufacturer contact information, 61-62

corporate consumer contacts, 68-88

dispute resolution programs, 62

federal government agencies, 89-99

national consumer organizations, 100-101

National Resource Directory, 58

state banking authorities, 115-118

state insurance regulators, 119-122

state securities administrators, 123-126

state utilities commissions, 127-130

state, county, and city consumer protection offices, 

102-114

trade and professional associations, 131-133

Disabilities, persons with

American with Disabilities Act information line, 95

information resources, 57

library service for, 58

telephone relay services, 57

Disability Employment Policy, Office of, 95

Disability insurance, 30

Disasters. See Emergency preparedness

Disputes

commodity professionals, 35

credit card billing, 14

credit reporting agency, 15

health care plans, 31

mobile payments, 5

mortgage transfer, 27

moving company, 28

travel, 46

warranties, 3

Dispute resolution programs

automotive, 62

investments, 35

types of, 55

Division of Depositor and Consumer Protection, 98

DNR. See Do Not Resuscitate orders

Do Not Call Registry, 45

Do Not Resuscitate orders, 25

Doctor selection, 22

DOE. See U.S. Department of Energy

DOI. See U.S. Department of the Interior

Donut hole, 25

DOL. See U.S. Department of Labor

DOT. See U.S. Department of Transportation

Drip pricing, 3

Drugs. See Prescription drugs

Dumpster divers, 7, 38

Dun & Bradstreet Directory, 68

Durable power of attorney for health care, 25

Dynamic pricing, 3

E

Email spam, 41

Earthquake insurance, 32

eBenefits National Resource Directory, 59

ED. See U.S. Department of Education

EDPUBS. See Education Publications Center

Education. See Colleges and universities; Student 

financial aid

Education Publications Center, 90

Educational tax benefits, 18

EEOC. See Equal Employment Opportunity Commission

Eldercare Locator, 24, 93

Elderly persons 

Administration on Aging, 93

assisted-living facilities, 24

Eldercare Locator, 24

long-term care insurance, 33

nursing home selection, 24

retirement planning, 36

Emergency medical coverage, 33

Emergency preparedness, 57

Employee Benefits Security Administration, 95

Employer identification number, 15

Employment

agencies, 19

credit checks, 19

multi-level marketing plans, 20

recruiters, 19

Unemployment Insurance Program, 20

work-at-home companies, 20

Employment agencies, 19

Energy Efficiency and Renewable Energy, 90

Energy STAR Program, 22, 97

Environmental issues

buying green products, 22

Going Green, 21

Environmental Protection Agency

contact information, 97

Design for the Environment, 22

Energy Star Program, 22, 97

green products information, 22

Indoor Environments Division, 97

National Pesticide Information Center, 97

National Service Center for Environmental 

Publications, 97

reporting safety hazards to, 56

Safe Drinking Water Hotline, 97

SmartWay Certified Vehicles, 22

WaterSense program, 22

EPA. See Environmental Protection Agency

Equal Credit Opportunity Act, 12

Equal Employment Opportunity Commission, 97

Equifax, 14

Escrow service,

mortgage rules, 27

online auctions and sellers, 5 

travel, 47

Estate planning. See Wills

Estimates

car repairs, 11

fuel, 9

home improvement, 28

legal fees, 55

moving companies, 27

Executors, for wills, 51

contingent beneficiaries, 51

declination, 51

Experian, 14

Excess valuation, 48

Extended warranties, 3

buying a new car, 9

F

529 Plans, 17, 18

FAA. See Federal Aviation Administration

FAFSA. See Free Application for Federal Student Aid

Fair Credit and Charge Card Disclosure Act, 14

Fair Credit Billing Act, 14

Fair Credit Reporting Act, 15

free credit report, 15

specialty consumer reports, 39

Fair Debt Collection Practices Act, 16 

Fair Housing Act, 29

Fair Housing and Equal Opportunity, Office of, 94

Families. See also Children

government agency sources, 91

support programs for military personnel, 58

Families USA, 101

Family and Morale, Welfare and Recreation Command 

Family Programs, 58

Family Centers, 58

Farcing, 40 

Farmers markets, 21

FCC. See Federal Communications Commission

FCIC. See Federal Citizen Information Center

FCRA. See Fair Credit Reporting Act

FDA. See Food and Drug Administration

FDIC. See Federal Deposit Insurance Corporation

Federal agencies. See Government agencies

Federal Aviation Administration, 96

Federal Citizen Information Center, 56, 98 

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INDEX

Federal Communications Commission

contact information, 98

lost or stolen cell phones, 43

phone bills, 43

slamming and cramming, 42

Federal Deposit Insurance Corporation

Consumer Response Center, 98

contact information, 98

Division of Depositor and Consumer Protection, 98

financial privacy and, 39

regulatory authority, 8

Federal Emergency Management Agency, 94

Federal Housing Administration

contact information, 94

mortgage loans, 26

refinancing, 28

Federal Maritime Commission, 98

Federal Motor Carrier Safety Administration, 96

Federal Relay Services, 57

Federal Reserve Consumer Help, 98

Federal Reserve System

contact information, 98

mortgage refinancing, 28

regulatory authority, 8

Federal Student Aid Information Center, 90

Federal student loan, 19

Federal Trade Commission

Bureau of Consumer Protection, 98

contact information, 98

fraud reporting, 56

fraudulent employment opportunity advertisements, 

20

Funeral Rule, 52

identity theft reports, 38

medical identity theft reporting, 25

shopping from home requirements, 4 

Telemarketing Sales Calls, 45-46

3-Day Cooling-Off Rule, 4

Federal Student Loans, 18, 19

college closed, 18

Federal Work-Study Program, 18

Federation of State Medical Boards, 23

FedsHireVets, 58

Fee-for-service health insurance, 31

FEMA. See Federal Emergency Management Agency

FEMA Disaster Assistance, 94

FHA. See Federal Housing Administration

Financial aid. See Student financial aid

Financial brokers and advisors, 35

Financial Industry Regulatory Authority

contact information, 132

dispute resolution programs, 35

investment information, 35

Financial Planning Association, 132

Financial privacy, 39

FINRA. See Financial Industry Regulatory Authority

Firewalls, 38

Fish and Wildlife Service, 95

Fixed-rate mortgages, 26, 28

Fleet and Family Support Programs, 58

Fleet Vehicle Sales, 98

Flexible funding, 36

Flood insurance, 32

Fluctuating value, 35

Flying. See Air travel

FMCSA. See Federal Motor Carrier Safety 

Administration

Food. See also Nutrition

farmers’ markets, 21

healthy choices, 20

organic, 21 

recalls, 3

resources, 21

safety issues, 20

saving money on groceries, 21

Supplemental Nutrition Assistance Program, 21

Food and Drug Administration

contact information, 92

food and nutrition information, 21

prescription drug information, 24

recall information website, 3

reporting safety hazards to, 56

Food and Nutrition Services, 89

Food Information Hotline, 21

Food Safety and Inspection Services, 3, 21

Forbearance, 19

Foreclosure, 27

Fragmented file, 37

Fraud. See also Identity theft

affinity fraud, 36

employment agencies, 19

employment opportunity advertisements, 20

foreclosure rescue, 27

health insurance, 24

home improvement contractors, 28

identifying, 2

insurance, 30

military personnel, 59

pension, 59

postal related, 56

reporting, 56

scholarships, 18

timeshare resale, 48

tips for avoiding, 2

veterans, 59

virtual currencies, 35

Free Application for Federal Student Aid, 18

Free-range animals, 21

FRS. See Federal Relay Service

FSAIC. See Federal Student Aid Information Center

FSAs. See Flexible spending accounts

FTC. See Federal Trade Commission

Fuel economy, 9

Funeral Consumers Alliance, 101

Funeral Rule, 51

Funeral Service Consumer Assistance Program, 52

Funerals. 51

prepaying, 52

G

Garnishment, 19

General Services Administration

contact information, 98

Federal Citizen Information Center, 56, 98

Fleet Vehicle Sales, 98

GobiernoUSA.gov, 57, 98

Kids.gov, 98

Publications.USA.gov, 57, 98

Surplus Federal Property Sales, 98

telephone relay service, 57

USA.gov 57, 98

Gift card, 7

Gold investments, 36

Government agencies. See also specific agencies

directory of federal agencies, 89-99

directory of state and local agencies, 102-114

federal job announcements, 19

GPS,

car privacy, 10

pay as you go car insurance, 30

privacy, 38

Grants, education, 18

Grass-fed animals, 21

Grey charges, 4

Grocery buying tips, 21

Group health insurance, 31 

GSA. See General Services Administration

H

Hackers, 

virtual currencies, 35

Wi-Fi, 41

HARP. See Home Affordable Refinance Program

Health Care

advance medical directives, 25 

Affordable Care Act 23

complaints concerning, 23

Do Not Resuscitate orders, 25 

doctor selection, 22

durable power of attorney, 25

elder care, 23

filing complaints, 23

health care facility selection, 23

Healthcare.gov, 31, 92

information resources, 22 

insurance, 31

insurance scams, 24

medical credit cards, 23

medical identity theft, 25

medical privacy, 39

Medicare prescription drug coverage, 24

patient portals, 23

prescription drugs,24 

reporting safety hazards, 56

Health care facilities selection, 23

Health care professionals selection, 22

Health insurance. See also Long-term care insurance; 

Medicaid; Medicare

Affordable Care Act, 23

catastrophic, 33

group policies, 31

Healthcare.gov, 31, 92

international plans, 33 

questions to ask about, 31

types of plans, 31

Health Insurance Marketplace, 31, 92

Health Insurance Portability and Accountability Act, 39

Health Maintenance Organizations, 31

Health records privacy, 39

Health Resources and Services Administration, 91

HealthCare.gov, 31, 92

HealthFinder.gov, 22

HealthIT.gov, 23

Hearing loss. See Deaf or hard of hearing persons

HHS. See U.S. Department of Health and Human 

Services

HHS-TIPS fraud hotline, 91

Higher education. See Colleges and universities; 

Student financial aid

HIPAA. See Health Insurance Portability and 

Accountability Act

HMOs. See Health Maintenance Organizations

Home Affordable Refinance Program, 28

Home equity loans, 17

Home improvement contractors, 28

Home inspections, 26

Home shopping. See Shopping from home

Homeowners association fees, 26

Homeowner’s insurance, 31

actual cash value, 32
138 

INDEX

anti-concurrent causation, 31

replacement coverage, 32

shared services, 32

vacation home, 47

Homes. See Housing

Hotels. See Travel

Hotlines

Auto Safety Hotline, 62

Call for Action consumer hotlines, 55

Food Information Hotline, 21

HHS-TIPS fraud hotline, 91

Meat and Poultry Hotline, 89

National Insurance Crime Bureau, 30

Safe Drinking Water Hotline, 97

Vehicle Safety Hotline, 96

Housing. See also Mortgages; U.S. Department of 

Housing and Urban Development

avoiding foreclosure, 27

buying a home, 25

counseling agencies, 27, 28

foreclosure rescue scams, 27

home equity loans, 17

home improvement, 28

home inspections, 26

homeowner’s insurance, 31

housing counselor, 27

leasing properties, 28

mortgage rules, 27

moving companies, 27 

refinancing, 28

renters’ insurance, 31

renting properties, 27, 47

repairs, 28

rights of persons with disabilities, 57

specialty consumer reports, 39

timeshare resale, 48

Housing counselor, 27

https, 4, 40, 41

HUD. See U.S. Department of Housing and Urban 

Development

I

IC3. See Internet Crime Complaint Center

Identity theft. See also Fraud; Privacy issues

common schemes, 39

insurance for, 33

medical identity theft, 25

prevention tips, 37

reporting, 38

synthetic, 37

Identity Theft Affidavit, 38

Identity theft report, 38

IIHS. See Insurance Institute for Highway Safety

Implied warranty, 2

Income-Based Repayment Plan, 18

Index funds, 34

Individual retirement accounts, 34

Indoor Environments Division, 97

Information resources, 56-59

Installment loans, 17

Insurance

anti-concurrent causation clauses, 31

auto, 30

catastrophic health care, 33

children, 31

college tuition, 33

complaints, 30

considerations when buying, 29

dental, 33

disability, 30 

fraud, 30

flood, 32, 94

health, 31

health care plans, 31

home improvement contractors, 28

homeowner’s, 31

identity theft, 33

information sources, 29

international health care, 33

liability, 33

life, 32

long-term care, 33

moving companies, 27

pay as you go, 30

private mortgage insurance, 26

renters’, 31

shared services, 30, 32

specialty consumer reports, 39

state insurance regulators, 119

storage units, 32

travel, 33

umbrella policies, 33

unemployment, 20

vision, 33

Insurance Information Institute, 29, 132

Insurance Institute for Highway Safety, 9

Interest-only mortgages, 26

Interest rates. See also Loans

credit cards, 13

mortgages, 26

savings and checking accounts, 5

student loans, 18

Internal Revenue Service

contact information, 96

student loan default, 19

International Association of Movers, 132

International Cemetery, Cremation and Funeral 

Association, 132

International health insurance, 33

Internet. See also Shopping from home; 

Telecommunications

cookies, 38, 41

digital asset plan, 51

firewalls, 38 

mobile banking, 6

online auctions and sellers, 5

online pharmacies, 24

online privacy, 40

password security, 41

patient portals, 23

routers, 41

service provider selection, 40

shopping online, 4

smart phones, 43

smart TV. 44

spam, 41

spear phishing, 38

spyware, 40

TV service, 44

wireless, 41

Internet Crime Complaint Center, 56

Internet Service Provider, 40

Interstate Land Sales Division, 94

Investments

affinity fraud, 36

commodities, 36

considerations when investing, 33-34

crowdfunding, 36

financial brokers and advisors, 35

gold, 36

information sources, 34

Reparations Program, 35

retirement planning, 36

state securities administrators, 123

types of (table), 34

virtual currencies, 35

Investopedia, 37

Investor Education and Advocacy, Office of, 99

Investor Information Service, 34

Investor’s Clearinghouse, 37

IRAs. See Individual retirement accounts

IRS. See Internal Revenue Service

ISP. See Internet Service Provider

J

Job Corps, 95

Jobs. See Employment

Joint Commission, 24 

K

Kelley Blue Book, 9

L

Land sales, 94

Landlords, 28-29

Lawyer Referral Service, 55

Lawyers

bankruptcy filing, 17

choosing, 55

filing complaints, 55

free legal help, 56

initial consultation, 55

selection criteria, 55

small claims court, 55

wills, 50

LeadingAge, 133

Leases

cars, 10

housing property, 28, 29

Legal Aid offices, 56

Legal Services Corporation offices, 56

Letter

co-signer release letter, 18

credit card billing dispute, 18

debt collectors, 16

fair housing, 29

sample complaint letter, 54

“Lemon” laws, 11

Liability insurance, 33

Libraries

blind and physically handicapped persons, 58

public library website, 57

Licensing agencies, 

before you buy, 2

choosing a doctor, 22

financial brokers, 35

funeral industry, 52

home improvement contractors, 28

Life insurance, 

term, 32

universal, 32

whole, 32

Limited warranties, 10

Living wills, 25

Loans. See also Credit; Debt; Mortgages

automatic default, 18

car financing, 10

co-signer, 13, 18, 19

home equity loans, 17

installment, 17

mortgages, 26

student loans, 18

Local relay service, 57

Location-based data, 38

Long-distance service. See Telephone services

Long-term care insurance, 33

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INDEX

Long-term disability insurance, 30

Lump sum, 17

M

Mail Preference Service, 45

Making Home Affordable Program, 27

Mandatory arbitration clause, 14, 55

Manufactured Housing Programs, Office of, 94

Marine Corps Community Services, 58

Market Data Center, 35

Market-linked CDs, 34

Mayo Clinic, 22

MCCS. See Marine Corps Community Services

Meat and Poultry Hotline, 21, 89

Media

consumer complaint resolution, 55

Mediation, 55

Medicaid

Centers for Medicare & Medicaid Services, 92

coverage, 31

groups covered, 31

Medical device safety, 3

Medical directives, 25

Medical identity theft, 25

Medical Library Association, 22

Medicare

Centers for Medicare & Medicaid Services, 92

coverage gap, 25

groups covered, 31

nursing home facilities, 24

prescription drug coverage, 24

Medicare Rights Center, 101

Medicare Service Center, 92

Medicine. See Prescription drugs

MedlinePlus, 20, 22

Military OneSource, 58 

Military personnel. See also U.S. Department of 

Defense; Veterans

cemeteries for veterans, 59

Family Centers, 58

family support organizations, 58-59

frauds, 59

pension frauds, 59

resources, 58

Mobile banking, 6

Mobile deposits, 6 

Mobile payments, 7

device specific account number, 7

digital wallet, 7

disputes, 5

keyring fob, 7 

Money market funds, 34

Money transfer, 5 

Moody’s Investors Services

corporate financial condition ratings, 35

insurance company ratings, 30

Mortgage Bankers Association, 26

Mortgages. See also Home equity loans; Housing; 

Loans

ability to repay rules, 27

adjustable-rate, 26

avoiding foreclosure, 27

balloon, 26

choosing a lender, 26

down payments, 26

Federal Housing Administration, 26, 28

fixed-rate, 26

Home Affordable Refinance Program, 28

interest-only, 26

interest rates, 26

Making Home Affordable Program, 27

private mortgage insurance, 26

refinancing, 28

reverse, 26

transfers, 27

types of (table), 26

Moving companies, 27

Multi-level marketing plans, 20

Mutual funds, 34

MyMoney, 37

MyRA, 37, 96 

N

NADA. See National Automobile Dealers Association

NADA Official Used Car Guide, 9

NASFAA. See National Association of Student Financial 

Aid Administrators

National Association of Attorneys General, 133

National Association of Home Builders, 133

National Association of Insurance Commissioners, 133

National Association of Student Financial Aid 

Administrators, 17

National Automobile Dealers Association, 9

National Cancer Institute, 93

National Cemetery Administration, 59, 97

National Center for Dispute Settlement, 62

National Committee for Quality Assurance, 31

National consumer organizations, 100-101

National Consumers League, 101

National Contact Center, 95

National Council on the Aging, 101

National Credit Union Administration

contact information, 99

regulatory authority, 8

National Credit Union Share Insurance Fund, 5

National Disability Rights Network, 57

National Flood Insurance Program, 32, 94

National Foundation for Credit Counseling, 133

National Funeral Directors Association, 133

National Futures Association, 133

National Health Information Center, 91

National Highway Traffic Safety Administration

car safety information, 9

car service bulletin database, 11

contact information, 96

recall information website, 3

reporting safety hazards to, 56

National Institute for Automotive Service Excellence, 

133

National Institute of Allergy and Infectious Diseases, 93

National Institute of Food and Agriculture, 57, 89

National Institute of Mental Health, 93

National Institutes of Health, 93

National Insurance Crime Bureau hotline, 30

National Legal Aid and Defender Association, 56 

National Library Service for the Blind and Physically 

Handicapped, 58

National Park Service, 95

National Passport Information Center, 96

National Pesticide Information Center, 97

National Resource Directory, 59

National Runaway Safeline, 92

National Service Center for Environmental Publications, 

102

Natural disasters. See Emergency preparedness

Natural food, 21

NCD. See National Council on Disability

NCUA. See National Credit Union Administration

NCUSIF. See National Credit Union Share Insurance 

Fund

Negative option

grey charges, 4

slamming and cramming, 42 

Neighborworks America, 26

NFCC. See National Foundation for Credit Counseling

NHTSA. See National Highway Traffic Safety 

Administration

NIFA. See National Institute of Food and Agriculture

NIH. See National Institutes of Health

NIMH. See National Institute of Mental Health

North American Securities Administrators Association, 

Nursing Home Compare, 24

Nursing homes

long-term care insurance and, 33

selection of, 24

Nutrition. See also Food

dietary guidelines, 20

resources, 20

O

Occupational Safety and Health Administration, 95

OCTAE. See Office of Career, Technical, and Adult 

Education.

Office for Civil Rights, 

Department of Health and Human Services, 91

Department of Education, 90

Office of Child Support Enforcement, 92

Office of Disability Employment Policy, 95

Office of Fair Housing and Equal Opportunity, 94

Office of Investor Education and Advocacy, 99

Office of Manufactured Housing Programs, 94

Office of Personnel Management, 99

Office of Pollution Prevention and Toxics, 97

Office of Postsecondary Education, 90

Office of Public Inquiries, 99

Office of Service Member Affairs, 58

Office of Special Education and Rehabilitative 

Services, 90

Office of the Comptroller of the Currency

contact information, 96

regulatory authority, 8

Online bill pay, 5

Online shopping, 4

dynamic pricing, 3

Opt-out, 

anti-concurrent causation clause, 31

mandatory arbitration, 55

privacy, 38

unwanted mail, 45

OPM. See Office of Personnel Management

Organic foods, 21

OSHA. See Occupational Safety and Health 

Administration

Overdraft, 6

Overseas Citizens Services, 96

P

Partnership for Food Safety Education, 21

Passports, 96

Password 

mobile banking, 6

privacy, 37, 38

Wi-Fi, 41

Patient portals, 23

Pay-as-you-go 

car insurance, 30 

telephone plans, 43

Payday loans, II
140 

INDEX

PBGC. See Pension Benefit Guaranty Corporation

Pension Benefit Guaranty Corporation, 99

Pension poaching, 59

Pensions, 31

Personnel Management, Office of, 99

Persons with disabilities. See Disabilities, persons with

Phishing scams, 38

Phones. See Telephone services

Physician selection, 22

Piggybacking, 41

PIN numbers

ATM/debit cards, 6

chip and PIN credit cards, 13

protecting, 7, 37

PMI. See Private mortgage insurance

Pollution Prevention and Toxics, Office of, 97

Ponzi schemes, 36

Postsecondary Education, Office of, 90

Powers of attorney

health care, 25

wills, 51

PPOs. See Preferred Provider Organizations

Pre-recorded sales calls, 45

Preferred Provider Organizations, 31

Premium, 29, 30

life insurance, 32

PMI 26

Prepaid 

cards, 7

funerals, 52

phone plans, 43

Prepaid cards, 7

Prepaid tuition plans, 17

Pre-payment penalty, 

car financing, 10

mortgages, 27

Prescription drugs

information concerning, 24

Medicare coverage, 24

online pharmacies, 24

reporting safety hazards, 56

Price predictor, 3

Price tracker, 3

Primary care providers, 3

Privacy issues. See also Identity theft

cars, 10

financial privacy, 39

medical privacy, 39

online privacy, 40

privacy protection tips, 38

Private mortgage insurance, 26

Private student loans, 18, 19

automatic default, 18

co-signer, 18, 19

college closed, 18

Probate, 50

Prorated, 49 

Product safety recalls, 50

Professional associations contact information, 131-133

Public Health Service, 59

Public Inquiries, Office of, 99

Public Service Loan Forgiveness Program, 18

Pyramid schemes, 20, 36

R

Real estate agents, 25

timeshare resale, 48

Recalls

cars, 3, 11

foods, 3, 21

product safety, 3

Red Cross, 57

Refinancing mortgages, 28

Home Affordable Refinance Program, 28

Register of Corporations Directors and Executives, 68

Relay services, 57

Rental fees, 46

Renters’ insurance, 31-32

Renting property

cars, 12

housing property, 28

insurance, 31

leases, 10

security deposits, 29

shared services, 32, 33

vacation homes, 47

Repairs

cars, 11 

credit, 15

housing, 28

Reparations Program, 35

Replacement value, 32 

Repossession of cars, 11

Resort fee, 46

Retirement planning, 36

Returns 

extended windows, 14

policies, 2

Reverse mortgages, 26

Revolving credit, 15, 17

Reward programs

airlines, 47

credit cards, 13

crowdfunding, 36

digital asset plan, 51

Robocalls, 45

Roth IRAs, 34

S

Safe Drinking Water Hotline, 97

Safety issues

cars, 9

food, 20-21

product safety recalls, 3

reporting safety hazards, 56

travel, 49

Sales calls, 45

SAMHSA. See Substance Abuse and Mental Health 

Services Administration

Satellite TV service, 44 

Savings accounts

considerations in choosing, 5

overdraft protection, 6

Savings bonds, 34

SBA. See Small Business Administration

Scams. See Fraud

Scholarships. See also Student financial aid

Seafood Inspection Program, 90

SEC. See Securities and Exchange Commission

Secret warranties, 11

Secure browser, 4

Secured loan, 17

Securities administrators, 123

Securities and Exchange Commission

complaints against financial brokers and advisors, 

35

contact information, 99

investment information, 34 

Office of Investor Education and Advocacy, 99

retirement planning information, 37

virtual currencies, 35

Security deposits, 29

Sellers 

contacting, 53

direct, 45

Senior Medicare Patrol National Resource center, 101

Seniors. See Elderly persons.

Service contracts, 3

buying a new car, 9

Service Member Affairs, Office of, 58

Servicemember Civil Relief Act, 59

Shared services, 32

insurance, 33

Shopping from home

“Before You Buy” checklist, 2

consumer tips, 3

online auctions and sellers, 5

online shopping,4

3-Day Cooling-Off Rule, 4

Short-term disability insurance, 30

Shoulder surfers, 7, 37

Skimming, 7

Slamming

telephone service, 42

Small Business Administration, 99

Small claims court, 55

Smart phones, 43

Smart TV, 44

SmartWay Certified Vehicles, 22

SOCAP. See Society of Consumer Affairs Professionals 

International

Social Security, 37

Social Security Administration

contact information, 99

Office of Public Inquiries, 99

retirement planning information, 37

Social Security Numbers

free credit report, 15

protect your identity, 37 

Society of Consumer Affairs Professionals 

International, 60, 133

Software. See also Internet

anti-virus, 38, 41

malware, 38

spam-blocking,42 

spyware, 40

Spam

email, 41

spear phishing, 38

Spear phishing, 38

Special Education and Rehabilitative Services, 

Office of, 90

Specialty consumer reports, 39

Spoken warranties, 2 

Spyware, 40

SSA. See Social Security Administration

Standard & Poor’s

corporate financial condition ratings, 35

insurance company ratings, 30

Register of Corporations Directors and Executives, 

68

Standard Directory of Advertisers, 68

Statements

bill creep, 41

credit card disputes, 14

false, 15, 16

 www.USA.gov
1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook 141

INDEX

INDEX

mortgage, 27

overbooked flights, 48

prevent ID theft, 37

privacy, 38, 40

unsolicited checks, 7

States

529 plans, 17

auto insurance coverage, 30

banking authorities, 115-118

Better Business Bureaus state-by-state listing and 

contact information, 63-67

consumer protection offices, 102-114

Do Not Call Registry, 45

insurance regulators, 119-123

licensing agencies, 22, 28, 35, 52

medical boards, 22

motor vehicle departments, 9

regulatory agencies, 102-130

securities administrators, 123-126

student financial aid, 18

telephone relay services, 57

unemployment benefits, 20

utilities commissions, 127-130

Stocks, 34

Stop payment, 6

Storage units, 32

Stored value cards, 7

Student Aid Report, 18

Student financial aid

applying for, 18

college savings plans, 17

comparing loans, 19

defaulting, 19

education tax benefits, 18

federal loans, 18

federal loan repayment, 18

Federal Student Aid Information Center, 18, 90

financial aid scams, 18

pre-paid tuition plans, 17

private loans, 19

types of, 18

Student loans

automatic default, 18

co-signer, 18, 19

discharge, 18

federal loans, 18

private loans, 19

Substance Abuse and Mental Health Services 

Administration, 91

Suitcases. See Baggage

Supplemental Nutrition Assistance Program, 21

Surplus Federal Property Sales, 98

Synthetic ID theft, 37 

T

3-Day Cooling Off Rule, 4

Tax issues. See also Internal Revenue Service

defaulted student loans, 19

education tax benefits, 18

ID theft, 39

investments, 34 

vacation homes, 47

wills, 50

Tax liens, 15

Teacher information sources, 57

Teaser rates, 27 

Technical service bulletin, 9, 11 

Telecommunications. See also Internet

cell phones, 43

Internet, 40

relay services, 57

smart phones, 43

telephone service, 42 

television service, 44

Telemarketing

Do Not Call Registry, 45

ID theft, 39

opting out, 45

pre-recorded messages, 45

sales calls, 45

Telemarketing Sales Rule, 45

Telemarketing Sales Rule, 45

Telephone services

cell phones, 43

comparing services, 42

cramming, 42

pay-as-you-go plans, 43

questions to ask when choosing services, 42

relay services for persons with disabilities, 57

slamming, 42

smart phones, 43

Television

buying new TVs, 44

cable, 44

Internet, 44

satellite, 44

Tenant rights, 29

Term life insurance, 32

Terms and conditions

car leases, 11

cruises, 48

housing lease, 29

installment loans, 17

prepaid cards, 7

savings and checkings accounts, 5

Terms of service

grey charges, 4

Internet, 41

Text message alerts, 6

Text telephones, 57

Third parties, 

contacting, 53

extended warranties, 3

online auctions, 5

protect your privacy, 39

spyware, 40

tax collection for property rental, 47

ThomasNet, 68

3-Day Cooling-Off Rule

home improvements, 28

home shopping, 4

Tickets

cruises, 48

overbooked flights, 48 

Toll free telephone numbers

complaint filing, 53

Do Not Call Registry, 45

identity theft reporting, 38

Military OneSource, 58

National Runaway Safeline, 92

relay services, 57

Securities and Exchange Commission, 34

Toy safety, 56

Trade and professional associations

complaint mediation, 55

contact information, 131-133

Trade Names Directory, 68

Trademarks

information sources, 90

Transaction reordering, 6

Transportation Security Administration, 93

TransUnion, 14

Travel

air travel problems, 47

fees, 46

cancellation policies, 46

cruises, 48

health-related information, 49

insurance, 33

passports, 96

safety issues, 49 

timeshare resale, 48 

tips on, 46

Travel insurance, 33

Trustee Program, 16, 95

Truth in Lending Act, 17

Tuition insurance, 33

TSA. See Transportation Security Administration

TTYs. See Text telephones

U

Umbrella insurance policies, 33

Un-bundle, 50

Unemployment Insurance Program, 20

United States Mint

contact information, 97

investing information, 36

United States Patent and Trademark Office, 90

Universal life insurance, 32

Unlocked cell phone, 43 

Unsecured loan, 17

Unsolicited checks, 7 

Unsolicited commercial email, 42, 45

U.S. Citizenship and Immigration Services, 93

U.S. Coast Guard, 58

U.S. Computer Emergency Readiness Team, 94

U.S. Customs and Border Protection, 94

U.S. Department of Agriculture

Agricultural Marketing Service, 22

Center for Nutrition Policy and Promotion, 89

contact information, 89

farmers markets, 21

food and nutrition information, 20

Food and Nutrition Service, 89 

food safety information, 21

Meat and Poultry Hotline, 89

National Institute of Food and Agriculture, 89

organic food certification, 21

reporting safety hazards, 56

Supplemental Nutrition Assistance Program, 21

U.S. Department of Commerce

contact information, 90

Patent and Trademarks Office, 90

reporting food safety hazards to, 56 

Seafood Inspection Program, 90

U.S. Department of Defense. See also Military 

personnel; Veterans

National Resource Directory, 58

U.S. Department of Education

contact information, 90

Education Publications Center, 90

federal student aid, 18

Federal Student Aid Information Center, 90

Free Application for Federal Student Aid, 18

information resources for persons with disabilities, 

58

Office of Career, Technical, and Adult Education, 90

Office for Civil Rights, 90

Office of Postsecondary Education, 90

Office of Special Education and Rehabilitative 

Services, 90

U.S. Department of Energy

contact information, 90
142 

INDEX

 www.USA.gov

Energy Efficiency and Renewable Energy, 90

Public Affairs office, 90

U.S. Department of Health and Human Services

Administration for Children and Families, 91

Administration for Community Living, 92

Center for Food Safety and Applied Nutrition 

Information Line, 92

Centers for Disease Control and Prevention, 91

Centers for Medicare and Medicaid Services, 92

Child Welfare Information Gateway, 91

contact information, 91

Eldercare Locator, 92

Food and Drug Administration, 92

food safety information, 21

HHS-TIPS fraud hotline, 91

medical privacy information, 39 

National Health Information Center, 91

National Institute of Allergy and Infectious Diseases, 

93

National Institute of Mental Health, 93

National Institutes of Health, 93

National Runaway Safeline, 92

Nursing Home Compare, 92

Office for Civil Rights, 91

Office of Child Support Enforcement, 92

U.S. Department of Homeland Security

contact information, 93

Federal Emergency Management Agency, 94 

National Flood Insurance Program, 94

Transportation Security Administration, 93

U.S. Citizenship and Immigration Services, 93

U.S. Computer Emergency Readiness Team, 94

U.S. Customs and Border Protection, 94

U.S. Department of Housing and Urban Development

contact information, 94

Department of Housing, 94 

Federal Housing Administration, 26, 28, 94

housing counselor, 28

information resources for persons with disabilities, 

57

Office of Fair Housing and Equal Opportunity, 94

Office of Manufactured Housing Programs, 94

U.S. Department of the Interior

contact information, 95

Fish and Wildlife Service, 95 

National Park Service, 95

U.S. Department of Justice

contact information, 95

Trustee Program, 95

U.S. Department of Labor

contact information, 95

Employee Benefits Security Administration, 95

Job Corps, 95

National Contact Center, 95

Occupational Safety and Health Administration, 95

Office of Disability Employment Policy, 95

retirement planning information, 36

Veteran’s Employment and Training Service, 58

U.S. Department of State

contact information, 96

U.S. Department of Transportation

airline fees regulations, 48 

Auto Safety Hotline, 62

Aviation Consumer Protection Division, 96

contact information, 96

Federal Aviation Administration, 96

Federal Motor Carrier Safety Administration, 96

National Highway Traffic Safety Administration, 9, 

56, 96

travel safety information, 49

Vehicle Safety Hotline, 11

U.S. Department of the Treasury

Bureau of the Fiscal Service, 96

contact information, 96

Internal Revenue Service, 96

MyRA, 36, 

Office of the Comptroller of the Currency, 96

U.S. Mint, 97

U.S. Department of Veterans Affairs

cemeteries for veterans, 59

contact information, 97

mortgage loans, 26

National Cemetery Administration, 59, 

National Resource Directory, 58

Veterans Benefits Administration, 97

Veterans Health Administration, 97

U.S. Military Family Centers, 58

U.S. Postal Inspection Service, 99

U.S. Postal Service

contact information, 99

reporting mail fraud to, 56

unwanted mail, 45

U.S. Savings Bonds, 34

U.S. Trustee Program, 16, 95

U.S. Veterans Administration. See U.S. Department of 

Veterans Affairs

USCIS. See U.S. Citizenship and Immigration Services

USDA. See U.S. Department of Agriculture

Used cars, 9

USPS. See U.S. Postal Service

Utilities

billing, 49

starting service, 49

state utilities commissions, 127-130

switching utility providers, 50

V

VA. See U.S. Department of Veterans Affairs

Vacation home rentals, 47

Vaccines,gov, 91

Valuation insurance 

Movers, 27

Lost baggage, 48

Variable rate mortgage, 26

Vehicle Safety Hotline, 11

Vehicles. See Cars

Veterans. See also Military personnel; U.S. Department 

of Veterans Affairs

cemeteries for, 59

pension frauds, 59

Veterans Administration. See U.S. Department of 

Veterans Affairs

Veterans Benefits Administration, 97

Veteran’s Employment and Training Service, 95

Veterans Health Administration, 97

insurance coverage, 31

VHA. See Veterans Health Administration

Virtual currency, 35

Visa Services, 96

Vision insurance, 33

W

Warranties

extended, 3

implied, 2

limited, 10

problems with, 3

secret, 11

spoken, 2

written, 2

secret warranties for cars, 11

used cars, 10

Water

Safe Drinking Water Hotline, 97

WaterSense program, 22

WaterSense program, 22

Websites. See Internet; specific organizations and 

government agencies

Whole life insurance, 32

Wi-Fi. See Wireless Internet

Wills. See also Funerals

beneficiary selection, 51

considerations when writing, 50

digital asset plan 51

estate planning, 50

executor selection, 51

importance of, 50

Wireless Internet, 41

online shopping, 5

public wi-fi, 38

travel fee, 46

Work-at-home companies, 20 

Work-study programs, 18

Written warranties, 2 

Z

Zombie fees, 4